Sears Roebuck Retail Store
Hidden 15 Percent Restocking Fee on Returned Craftsman Carving Tool

I have a complaint about Sears' return policy. On 6-29-07 my wife and son spoke to a Sears' salesman and purchased a Craftsman Power Carving Tool for me at the Eden Prairie, MN store. Since I was not with my wife at the time of purchase, she asked the salesman. "If this isn't what my husband had in mind can we return it?" The salesman replied that should not be a problem if returned within 90 days with the sales receipt." Upon receiving the item I tried the product and found it not to meet my needs so we packed it up in the original box and returned it to the store. On 7-30-07. My wife was told by the clerk there would be a 15% restocking fee on the $1889.99 purchase which would amount to $283.49! She was shocked since she had specifically asked the salesman about a possible return and no mention was made about a restocking fee. The store manager was called and he too said the fee would be charged. My wife again explained to him no mention was made by the salesman, but he said it was on the back of the sales slip. She said we didn't get a sales slip until after the purchase so how could he have known. My wife was upset and called me at work. I talked to the manager, but no resolution was presented except to contact the Sears Customer Relations number which he had a hard time locating. I called this number 1-800-549-4505 and also sent an email on Sears Customer Relations web site explaining the situation. The operator noted my concern and said they would contact me. I waited and waited for days. Finally after 5 days I called to see what the status was. It wasn't resolved so I was told to call back in another 3-5 days. I just called again and was told the restocking fee was not removed. I asked for documentation regarding the decision and the operator said "I can not provide that." I asked to speak with someone with authority and was told my request had been sent to the District Manager and the restocking fee would remain. I asked who the District Manager was and was told "we can not share that information." I asked what more can I do regarding this? I was told the decision had been made and no additional recourse was available. I expressed my utter dissatisfaction of being treated so coldly after being a loyal Sears customer for over 40 years. I told the operator my aunt had worked for Sears Roebuck since 1948 and we had always valued Sears customer policy, but this has drastically changed now. I will not be shopping at Sears again. They have shown that customer relations have moved way down their priority list. They have become like other retailers just out for more profits at the expense of loyal shoppers. I will be liquidating my Sears stock holding since this is a company which will not continue to progress. Signed, Ex-Sears Shoppe

Company: Sears Roebuck Retail Store
Country: USA
State: Minnesota
City: Eden Prairie
Phone: 8005494505

  <     >