I purchased a wood chipper from the Sears in Vineland, NJ. The sales associate told me that the floor model was the last one left, but assured me that it would work fine. He also informed me that he couldn't even order me one because it was last year's model.
After taking the chipper home, I added gas and oil and started it. The machine ran fine for about 2 minutes and stopped dead. I checked inside for a jam, which would have been impossible since I had not even tried to chip anything yet, and there was nothing.
So I loaded it up, by myself, and took it back to my local Sears hardware in Glassboro, NJ. When I got there, I unloaded it, by myself and parked it in front of the store. I'm sure I did not look very pleasant when I walked in. This is probably why the store manager scooted off into his office when I approached the register. (It's pretty hard to hide when your photo is plastered above the customer service desk.)
The assistant manager, Joe B., offered to help me. I showed him my receipt and explained the situation. The following 10 minutes transpired like this: I ask a question, Joe B. Goes back into the manager's office and then Joe B. Emerges with an answer. His final answer is... He can't help me. He doesn't have any in stock. I ask about the floor model. He tells me it's not put together right. Of course this makes me wonder if the floor model I purchased wasn't put together right? He also informs me that I need to return it back to Vineland (about 35 miles away) because the tax rate is different. This implies that Sears has an ancient point of sale system and can't adjust the tax or he just doesn't want to take the hit of a $650 return. How does Sears process returns from state to state?
I get a customer service number and call from my car. The phone rep., Mary is very nice. She calls the Glassboro store and speaks to Joe B. Joe B.informs her that he can't exchange the machine and can't adjust the tax. He tells her he wants me to get my full refund. I explain that the tax rate is lower in Vineland, so I would actually be getting an extra $22. I say that I don't want the $22, I just want to return the chipper. Then I ask, to be clear, Joe B. Would rather lose a customer then suck up $22? Mary says she doesn't know. Then I also inquire how Sears is going to reimburse me for the $4 a gallon gas I've been burning all afternoon; trying to return their faulty product. Mary says there is no way they can. I load the chipper, by myself, into my car.
I go back into the store and ask a sales associate for the name and number of the district manager. She says she knows his name, but not the number. But, she says she will get it for me. The only manager, Joe B. Can't be found to give her the number. Now, it's not as if we're searching a crowded stadium, but they still can't find him. So, I leave.
Now I'm off to Vineland. I was able to make my return. However, the sales associate informs me that I can only receive a credit on my Sears charge. Even though I paid $200 in cash and put the rest on my card.By now, I am so tired and frustrated (and the sales associate seems genuinely apologetic) that I say okay.
When I got home, I checked the Sears website for the chipper. I couldn't find it anywhere. I wonder if this product is on sale because there are none to be had from stock and people will be willing to buy poorly assembled floor models? I also wonder if there was a better way I could have spent my only day off this week?
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