Complaint / Review
Sears
Sears policy puts customers second

I'm not sure who you hire to read this but I don't presume I'll get a response from a company such as yours. At least it'll make me feel a little better to know I had my say.

I am from Ottawa, Canada, and on November 27th I purchased a pair of black shoes at the Sears store located at the downtown Rideau Centre.

I have been long-time Sears customer, but that day I made 3 mistakes which, according to your store policy, are unforgivable. They will also likely result in my not shopping at your stores unless it is to redeem my Sears Mastercard points (after which I will likely cancel the card).

My first mistake was trying to buy a pair of shoes at your store.

My second mistake was thinking they fit me properly while trying them on. Perhaps I should have asked staff for assistance but none were available at the time.

My third mistake was wearing them once after purchase before realizing they were too tight.

Thinking I could get them exchanged for a larger pair, I attempted to explain the situation to your shoes department clerk, she informed me that she would not be taking the shoes back. Her explanation was that the store doesn't take back shoes that have been worn (mind you, I wore them once, and they were NOT damaged at all) it would be bad for business if she exchanged shoes which did not fit the user.

Knowing that the woman was just doing her job, I kept by cool but explained that I was not won over by her explanation - particularly as I had been told I'd have 90 days to return undamaged items as a Sears Mastercard user. To convince me further, she called up her manager who, once again repeated the store policy was not to exchange any shoes if they have been worn.

Realizing the futility of my situation, I left the store with my box of shoes and went home. A very frustrating experience.

Needless to say, I am very disappointed in your policy and not impressed at all by your service.

So... I guess I'll just donate the shoes and go spend my money elsewhere. You got your sale, and you lost a customer. Actually, I'll try and make it more than one by spreading the word!