I purchased a Dewalt drill at my local sears (I refuse to capitalize their name). When I opened the package I found a used drill in very poor condition. It appeared to have been used on job sites for several years. I immediately attempted to return this drill and was treated as though I was attempting to defraud them. I attempted to use logic and reason on the stores employees. I had wanted to purchase a regular drill and after a long and pointless search in which the drill I had asked for was not found the sale associate offered to give me a hammer drill at a discount. When I returned I tried to tell them that had I attempted fraud I would have asked for the hammer drill and that the drill in the case wouldn’t be a hammer drill it would have been the other drill I had asked for. It was explained to me that Dewalt weighs their packages and uses a special security zip tie to prevent things like this from happening unfortunately the employees didn’t care about logic and reason. The rudeness continued until I left the store under threat of being thrown out by security.
I contacted customer service and was told to return to the store for a refund.
When I arrived a very rude store manager came out after a 15 minute wait and told me I couldn’t return it because there was no drill in the package. The insinuation was clear. I was attempting to pull a fast one. I left the store and contacted customer service again.
Customer service told me they had contact the store and that no refund would be given and the rep told me that I should be aware that they weigh the packages. Proof that they were right and I was a cheat.
I contacted Dewalt Monday morning and was told that their zip ties are not special and that they do not weigh their cordless products because the weight difference is negligible.in other words sears had called me a liar based on lies. He also told me that they had similar problems with sears and would immediately replace the drill with a brand new one. It took less those 10 minutes with Dewalt customer service to solve the problem.
I have been a loyal sears customer for 18 years prior to this incident. My first credit card was a sears card. I have purchased thousands of dollars worth of merchandise through them over the years and they refused to extend me the benefit of the doubt in this matter. I have no trackable history with Dewalt and they extended me the benefit of the doubt with a simple explanation of my situation.
Even though I have my drill I continue to lodge complaints about this occurrence with sears and in the last few days have been outright ignored. I was told I would be contacted within two business days and am still waiting for them to show any interest in this matter.
I will never shop at sears again they are unethical and rude. I would urge anyone that reads this to boycott them for your own sake.
Buy dewalt but not from sears!!!
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