Susan sent a message to Edward Lampert – Chairman and CEO of Sears Holdings – Email Address that said:
Wendy,
Is there an executive office customer relations department I can contact? This is unacceptable. I am a senior citizen who has been ill. I'm living on Social Security and I can't afford to waste any money. Since I was told that I could do the return at the store, I felt comfortable buying replacements. I would not have done that if I was given the correct information by your customer service person.
I thought Sears had a reputation for "hassle-free returns," which is one of the reasons I chose Sears in the first place. So far, all I've been told is that everyone is sorry and there is nothing they can do. There is ALWAYS something you can do.
Kindly forward the name and phone number/email of someone with the authority to make an exception in this case.
Sincerely,
Susan
Can anyone at Sears help me with this return?
On Fri, Jun 24, 2016 at 4:13 PM, MySears wrote:
Wendy (Customer Support) replied to your question at 11:13 PM on 6/24/2016.
Original question:
I ordered curtains in April. On June 6th, I was told that I could return the order to a store. I tried to do that but was told that since they didnt carry the items, the system would not accept the return.
When I got home I chatted with someone today. They told me that they are sorry that I was given the wrong information, but that they would not accept the return because the 30 days had passed. I asked for a supervisor who told me the same thing.
I then called customer service. Again I was told they were sorry, but that there is nothing they can do.
Since I was assured that I could return the items to the store, I purchased replacements elsewhere. Now I am stuck with unsatisfactory merchandise and I am told that because of your policy, I can't get a refund. If I had known that, I would have lived with the original purchase.
I called the customer service department and was told the same thing. When I asked for a manager I was told there wasnt anyone I could talk to, and I was given this email address.
I appreciate that everyone is "sorry," but find it hard to believe that a store like Sears would let "rules and policies" get in the way of satisfying a customer who is unhappy with a purchase. I hope that you will be able to help me.
My order number is #..........
4:48 PM
Maurer,
Im very sorry to know that
4:48 PM
Let me check your order and help you with the return.
4:48 PM
You
,Thank you.
Maurer,
Please allow me 2 -3 minutes while I check your order.
4:52 PM
You can return the item that you have received to your local retail store for an immediate refund or exchange (if the item is available at your local store). Please take your order confirmation email with you as this is your proof of purchase. This option would provide you with a faster refund, or a replacement if the item is sold at the store.
Reply:
Hi slynn115! We appreciate you taking the time to reach out on this matter. Unfortunately for the Sears Return Policy, if past the 30 day return/exchange, our team is unable to assist.
I truly apologize for any inconveniences this has caused.
Thank you for reaching out on the MySears Community!
