Fred sent a message to Edward Lampert – Chairman and CEO of Sears Holdings – Email Address that said:
Ed,
My wife bought me a father's day gift at the Paramus, NJ Sears. She bought it a few weeks before Father's day and was told by the sales associate, that since it was a gift we had 30 day to return from Father's day to return. I set it up a week and a half after father's day. The bike does not work and when I called Nordic Track they said the part was on back order and it would take weeks to get in and I would have to install it myself. My wife tried to call the store and could not reach anyone and was hung up on twice. She then left voice mail messages and no one returned her calls. I then called corporate and she told me that the bike has a one year parts and labor warranty. She advised me to go back to the store and ask for the operations manager and ask him to put the warrantee information into the computer and then sears would send a technician to my house to fix the bike. We went to the store and Nick the operations manager never heard of such request. I told him that corporate advised us to do this. Well to say the least we were in the store for over an hour. Nick advised us that when the store manager comes in he will put a request in the see if you would exchange the bike for a good working bike. He said we would receive a confirmation email and would hear back from them with in a few hours He asked my wife for her cell number so they can call. We never received an email or a phone call. I called back customer service again today and was told that I was originally told the wrong information from customer service, She told me that it was past the 30 days from purchase and was not returnable any more and it was my problem with Nordic track. She tried to call Nordic tack and also got the store manager on the phone with us. He hung up and she tried to get him back on the phone. The sales rep. told us we had 30 days from father's day to return for a full refund. She also disconnected me from the phone. I am at my wits end and will never purchase from Sears again. You should go undercover boss and see what a nightmare of an operation you run. The bike weighs over 150 pounds and is in my basement . You could not possible put back in the box after set up and return. If I dont get satisfaction I will sue in small claims court. The operations manager Nick was nice but the Store manager was rude to my wife and was worthless in getting back to us as Nick promised. No wonder your company is in financial problems. It all starts with customer SERVICE and your company gets and F-.
Fred
