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Sears restocking fee & false advertising Mt. Vernon Illinois
My son purchase a television and maintenance agreement from Sears. Why Sears? Because the salesclerk told him that if he was hesitant in making the purchase, no problem, he could return it in 30 days for a refund. Signs are everywhere about satisfaction guaranteed. There are signs nowhere about restocking fees. The salesclerk said nothing about restocking fees. So, my son purchase the television and maintenance agreement.
He tried for two days to hook up the television, bought new cables, television stand and etc. but was not satisfied with the quality of the picture. He put everything back in the original box and returned to Sears, as the salesclerk had assured him he could. They hooked up the television and everything was in good working order at Sears.
That is when he was told of the restocking fee, printed on the back of his receipt. He asked to speak to the manager and explain to him about the clerk and he was not aware at the time of purchase of the restocking fees. The manager, who was extremely rude, would not listen to any logic. Since my son was originally purchasing it on a new credit card application, he didn't even have a credit card in hand and the manager told the clerk to take the t.v. off the card and add the restocking fee of approximately $450.00 to the card. Yes, $450 dollar restocking fee!!!
Not only is he receiving a bill for the restocking fee but also the $500 maintenance agreement on the t.v. he doesn't own remains on the card. Yes, he contacted them to take it off but nothing.
My point is ..... if signs are everywhere about satisfaction guaranteed or your money back and the sales people tell you to return an item but don't inform you of the restocking fee .... is that fair? If signs were posted about the restocking fee, my son would never have purchased the television. I feel like it is false advertising and I would never purchase anything from Sears again. Printing it on the back of the receipt, which prints out after you made the purchase, is nothing short of a scam.
I'm seriously considering printing up flyers to distribute to customers as they enter the mall .... sort of a consumer alert to the restocking fee. Maybe a little news reporting would get their attention.
Lori
Centralia, Illinois
U.S.A.
8 Updates & Rebuttals
Beaglefire
Elmhurst,Illinois,
U.S.A.
How I resolved the same situation
#9Consumer Suggestion
Thu, July 23, 2009
Way to tow the company line Cool Cat. Anyone who has taken Marketing 101 knows exactly how restocking fees, service agreements, etc work.
Anyway, the exact same situatation happened to me, and I received the same runaround. I resolved the matter with a letter to the Sears CMO. I got my money back in full.
Here's the text. My blessings.
October 6, 2008
Richard Gerstein
Senior Vice President
Chief Marketing Officer
3333 Beverly Road
Hoffman Estates, IL 60179
Dear Mr. Gerstein
My many years as a loyal customer of Sears have very likely ended, unless you can correct this matter.
We recently purchased a new television set, and a major problem soon became apparent. After watching the set for just a few minutes, my wife developed a migraine. Here are the details of our purchase:
Sears Greenbrier Mall 01615
1401 Greenbrier Pkwy
Chesapeake, VA 23320-2830
757-366-8500
Salescheck#
Trans# , Assoc#
At first we thought it to be a coincidence. To be absolutely sure we kept the set for a week, but each time she watched, a migraine was triggered. Obviously, we made the decision to return the television and expected a full refund, as we have been loyal customers for many years and this was a valid problem with the product. However, when we got to the store we were told that we would be accessed a 15% restocking fee.
At the time of purchase, we were not told about a restocking fee, nor did we find the policy clearly posted by the register where the purchase was made. The syntax The following item(s) may be subject to cancellation/restocking fee' was located about halfway down the receipt. This is a vague/subjective statement and gives the indication that a manager on duty would be able to make a determination based on the situation. It is also only available to the customer after purchasing the product.
I asked to speak to a manager, and Tamika Smith soon came to the register. I let Ms. Smith know that during the past 2 months, we had purchased a refrigerator and a washing machine, and because we have just moved into a new house, we would also be purchasing a range and dishwasher, as well as buying another television. Without a moment of consideration, she stated that the restocking fee was Sears policy and there was nothing that could be done.
I then asked to speak to the store manager, as I believed that I was being treated unfairly, and I wanted to give your store the opportunity to rectify the situation. She then told me that she was the store manager, and that there was no further escalation point.
I then discovered that Ms. Smith misrepresented herself as the store manager, and that she was, in fact, the department manager. The store manager was actually named Jim Edwards. Another Sears associate informed me that this was the case, and that Mr. Edwards had just left for the day.
I am truly disappointed with my shopping experience with Sears. The loyalty that Sears is showing in this matter is disheartening. The fact that I was lied to by a member of the management team is truly distasteful and altogether unethical.
The Sears that I and so many other people have respected and trusted for so many years made the effort to stand behind the products it sells. In the past, Sears would take back a product with which a customer was not satisfied without additional expenses being pushed to the customer. Now when a product is potentially causing harm to someone, that customer is charged a restocking fee.
Because Sears has decided to lower itself to this level, I will no longer take Sears into account when making decisions on major (or any other) purchases.
Sincerely,
Cool Cat
Schaumburg,Illinois,
U.S.A.
The truth about Restocking Fee's at Sears
#9UPDATE Employee
Thu, December 18, 2008
I don't know what the restocking fee's are in all over the world but I do know that the restocking fee in Sears Woodfield is 15%.
Why does Sears charge a restocking fee? Well it's simple, when you purchase a product and use it (basically opening it, breaking the seals) the product now is worth less than unopened product. Because you opened it and there is nothing wrong with the product, there is a restocking fee (at least here) is 15%. So you get 15% less than what you paid for. It's a way for the company salvage monies lost from a returned product.
Basically, if you didn't open the box and you returned it there is no restocking fee. This means that the associate can restock the product and sell it as "new" and the company would not lose any money.
There are some exceptions. If the product didn't work or was defective then the restocking fee doesn't apply. It would be sent back to vendor and you would get your money back.
If you did purchase a protection agreement it can be canceled at any time so you will get your money back from that one as well.
What I found funny is that no one was able to explain the restocking fee. I tell all my customers about the restocking fee's, protection plans, everything in detail. I apologize that you experienced bad customer service at your local Sears. What I explained above, it is the Sears policy and we're not here to trick you even if you felt like you have been tricked.
I hope my information was useful :)
Angela
Manassas,Virginia,
U.S.A.
Restocking fee...
#9UPDATE EX-employee responds
Fri, July 11, 2008
I used to work for the company. As a consumer, it is your responsibility to read the back of the receipt, which states the return policies of the store. You can't say you didn't know just because you didn't read the back. The restocking fee has been in affect pretty much since K-Mart bought out Sears. If I remember correctly, the restocking fee only applies if an item is returned without it's original box. Sears also charges if an item is returned without its manual. And I believe that the restocking fee is 15% of the item purchased. Yes, the associate should have mentioned the restocking fee if not returned with the original box, but it was also your responsibility to read the back of the receipt. Cashiers can't verbally disclose all of the stores policies to every customer during the point of sale.
Any policy affecting the consumer is usually posted somewhere, ie at the cash wrap or on the back of the receipt. A lot of other stores print their return policies on the back of their receipts too.
AS for the warranty, go back to the store and have them remove that. I have processed things like that before (though the lawn and garden stuff not electronics) and when you return the tv, you should be refunded the price of the warranty as well. If the register won't allow them to refund the price of the warranty, simply call the number that was given to you on the brochure you should have been given with the warranty, and ask them to cancel it and refund your money. But you should be able to get that money back.
But as for the restocking fee, unfortunately, you will not get that back. It is company policy. Just know for next time to not throw out the boxes until you know you're goign to keep the item.
Qwerty777
Eden Prairie,Minnesota,
U.S.A.
That's a little excessive
#9Consumer Suggestion
Thu, July 10, 2008
ok I get that its printed on the receipt (not that I've even shopped there in the last 6 years) but $900 for something he no longer has? Come on thats just a little excessive here. I would probably call up the credit card company and dispute the charge and file a claim with them. Especially since if they take the tv back, where the hell do they got off forcing him to still pay for the service plan? I know at Target (where I work) you can return the tv AND the service plan if you change your mind--and you have 90 days to do so. There may still be a restocking fee (also 15%) but I've never charged anyone for it. If the clerk plainly stated that he could "return it within 30 days if you change your mind), there is absolutely NO REASON why he can't explain about the restocking fee. Even if he says its possible that there is one, at least it wouldn't have been a huge shock that they would charge him for it. Next time, he needs to be a lot more sure of it, because most places will charge that fee, I know that Best Buy does on anything thats open, and so does Target (I know its posted, but I don't really return too many TV's, and they're all defective). Something like that you don't really want to buy without knowing for sure you're going to keep it.
Qwerty777
Eden Prairie,Minnesota,
U.S.A.
That's a little excessive
#9Consumer Suggestion
Thu, July 10, 2008
ok I get that its printed on the receipt (not that I've even shopped there in the last 6 years) but $900 for something he no longer has? Come on thats just a little excessive here. I would probably call up the credit card company and dispute the charge and file a claim with them. Especially since if they take the tv back, where the hell do they got off forcing him to still pay for the service plan? I know at Target (where I work) you can return the tv AND the service plan if you change your mind--and you have 90 days to do so. There may still be a restocking fee (also 15%) but I've never charged anyone for it. If the clerk plainly stated that he could "return it within 30 days if you change your mind), there is absolutely NO REASON why he can't explain about the restocking fee. Even if he says its possible that there is one, at least it wouldn't have been a huge shock that they would charge him for it. Next time, he needs to be a lot more sure of it, because most places will charge that fee, I know that Best Buy does on anything thats open, and so does Target (I know its posted, but I don't really return too many TV's, and they're all defective). Something like that you don't really want to buy without knowing for sure you're going to keep it.
Qwerty777
Eden Prairie,Minnesota,
U.S.A.
That's a little excessive
#9Consumer Suggestion
Thu, July 10, 2008
ok I get that its printed on the receipt (not that I've even shopped there in the last 6 years) but $900 for something he no longer has? Come on thats just a little excessive here. I would probably call up the credit card company and dispute the charge and file a claim with them. Especially since if they take the tv back, where the hell do they got off forcing him to still pay for the service plan? I know at Target (where I work) you can return the tv AND the service plan if you change your mind--and you have 90 days to do so. There may still be a restocking fee (also 15%) but I've never charged anyone for it. If the clerk plainly stated that he could "return it within 30 days if you change your mind), there is absolutely NO REASON why he can't explain about the restocking fee. Even if he says its possible that there is one, at least it wouldn't have been a huge shock that they would charge him for it. Next time, he needs to be a lot more sure of it, because most places will charge that fee, I know that Best Buy does on anything thats open, and so does Target (I know its posted, but I don't really return too many TV's, and they're all defective). Something like that you don't really want to buy without knowing for sure you're going to keep it.
Qwerty777
Eden Prairie,Minnesota,
U.S.A.
That's a little excessive
#9Consumer Suggestion
Thu, July 10, 2008
ok I get that its printed on the receipt (not that I've even shopped there in the last 6 years) but $900 for something he no longer has? Come on thats just a little excessive here. I would probably call up the credit card company and dispute the charge and file a claim with them. Especially since if they take the tv back, where the hell do they got off forcing him to still pay for the service plan? I know at Target (where I work) you can return the tv AND the service plan if you change your mind--and you have 90 days to do so. There may still be a restocking fee (also 15%) but I've never charged anyone for it. If the clerk plainly stated that he could "return it within 30 days if you change your mind), there is absolutely NO REASON why he can't explain about the restocking fee. Even if he says its possible that there is one, at least it wouldn't have been a huge shock that they would charge him for it. Next time, he needs to be a lot more sure of it, because most places will charge that fee, I know that Best Buy does on anything thats open, and so does Target (I know its posted, but I don't really return too many TV's, and they're all defective). Something like that you don't really want to buy without knowing for sure you're going to keep it.
Kryptonian0308
8450 Cambridge,Texas,
U.S.A.
On the Reseipt
#9UPDATE Employee
Wed, July 09, 2008
NOTE TO ALL CONSUMERS WHO MAY HAVE HAD A SIMILAR COMPLAINT: IT IS PRINTED ON YOUR RECEIPT, DUM***.