On 8/30 12:49 pm I went to Sears (parts & repair), 3555-1 St. Johns Bluff Rd. Jacksonville, FL, to buy a replacement battery for my “Craftsman” 12volt Drill. However, upon returning home I discovered that the “Craftsman” replacement battery did NOT fit/work in my “Craftsman” charger. I have several “Craftsman” power tools and all the “Craftsman” rechargeable batteries fit & work in my “Craftsman” charger. So I packed it all up again and returned to the Sears (parts & repair). I explained and even showed them an example of how the just purchased battery was not correctly made. The first employee said there were no more 12 volts and someone else would have to do the return. I felt this was horrible customer service and asked for the manager. To my surprise I got even WORSE customer service when Bryant Mitchell, a branch lead NOT a manager finally walked out rubbing sleep from his eyes. I explained again how if I buy a “Craftsman” replacement battery it should fit in a “Craftsman” charger and “Craftsman” tools. However, he got a know it all attitude and refused to listen or understand the customer in front of him.instead of helping or giving me my money back he insisted on loudly arguing with me. At this point I demanded my money back and he said there would be a 25% restock fee. I handed the unused battery (that had just been purchased 30 minutes ago) to Bryant Mitchell and said this is your battery and I will get all my money back and left with Mr. Mitchell yelling and carrying on in a childish fit.
I complained to Sears via online and received the following TOUGH LUCK email. Yet even worse customer service!!!
Dear Kevin Gordon,
Thank you for your recent correspondence. We are always interested in
Hearing from our customers, but regret it was your dissatisfaction with
The return policy that prompted you to contact us.
We apologize for the poor customer service you received while returning a rechargeable battery and how frustrating your experience was while at the service center in Jacksonville, Fl.
The Return Policy is a corporate policy. To ensure fairness, stores are required to adhere to the policy and are not allowed to make exceptions.
We sincerely apologize for any inconvenience this may have caused you.
Once again, thank you for contacting us.
Sincerely,
Susan G.
Retail Customer Care
Sears Holdings Corporation
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