Sears Customer Service
Complaint
Lisa
Country: United States
I purchased an elliptical machine from Sears in Northfield Mall Bradley, IL and it was defective, load rubbing noise from the flywheel.
I returned it within 3 months to Sears. They tested it in the parking lot of the mall on my trailer and said nothing was wrong. I was charged a $60.00 restock fee. I have talked to store manager, department manager, wrote a letter with my card cut up enclosed, corporation called me at 4:00 on Memorial Day wanting to know the story.
She called the store called me back and said they could do nothing! What a terrible corp and what kind of customer service is this when the product WAS DEFECTIVE! and the store tells corp what to do????? Never will step in SEARS again!
I returned it within 3 months to Sears. They tested it in the parking lot of the mall on my trailer and said nothing was wrong. I was charged a $60.00 restock fee. I have talked to store manager, department manager, wrote a letter with my card cut up enclosed, corporation called me at 4:00 on Memorial Day wanting to know the story.
She called the store called me back and said they could do nothing! What a terrible corp and what kind of customer service is this when the product WAS DEFECTIVE! and the store tells corp what to do????? Never will step in SEARS again!
Comments
1. They could not accept the part for refund because it had been used.
How were we to know it did not work unless we installed it?
2. No one had instructions on how to make the replacement part work.
She was willing to send us a repair manual. which of course would have the original part in it. 20
3. Have a Sear's technician come to our house at cost to us to fix it.
To me, this is fraudulent. They send a part which we did not order and without notice that doesn't work and then the only recourse is to pay Sears to fix it!
The goal of the Customer "Service" people was clearly to defeat the customer, not to be helpful.
Sincerely - Maggie