Complaint Review: Sears - Nationwide

 

 

Good Morning Mohsen,

 

Thank you for contacting Sears.com regarding order # 769301490. I do apologize for the inconvenience regarding this order. My name is Tierra and I will be assisting you today. Due to the nature of the relationship with our Marketplace merchants, we do allow each merchant to carry their own return policy, which can differ from the sears.com return policy. I have attached the Marketplace seller’s return policy below. I do apologize but we must uphold the return policy of Metro Furniture

 

Shipping / Delivery Methods 

Fed Ex/ UPS/ USPS Metro Furniture offers nationwide delivery within the contiguous United States. Shipments are usually made using common carriers such as FedEx, UPS, and USPS. Please note we cannot ship to P.O. Boxes or Military APOs. 

LTL Freight Shipments weighing more than 130 lbs are usually made using LTL freight delivery. All freight shipments are Self Service curbside delivery. The customer is required to move the package into his/her residence. Please keep in mind these are usually large items and you may require the assistance of a friend or family member at delivery. (Due to the nature of freight shipping, delivery dates are normally 7-10 days but cannot be guaranteed).  

The following are policies outlining LTL Freight delivery procedure: 1. PHONE NUMBER- If the freight company is not able to reach you at the phone number you have provided; We will email you to request an updated phone number. After 24 hours if we has not received a response, the freight shipment will be turned around to avoid freight storage fees ($50 per day since 3 days after package arriving terminal). A refund will be after deducting applicable fees (Both way shipping, Storage fees, 25% restocking fee).  

2. DAMAGE INSPECTION - Please make sure that you inspect the packages at the time of delivery. If the box has any damage, or if there is any reason you are concerned with its packaging or delivery, please write, "Product Damaged" clearly on the sheet the delivery agent asks you to sign. This simply insures that if there is any damage, it will be easy to take care of the problem. 

3. APPOINTMENT - A delivery appointment is required. Deliveries are usually Monday Friday, before 5 pm. If customer is out of town or unavailable for any reason, the terminal will only hold the package for 3 days. After this time period if a delivery appointment is not set, this will be considered a refusal, and the freight shipment may be turned around, and a refund will be provided after deducting applicable fees (Both way shipping, Storage fees, 25% restocking fee). 4. REFUSAL / RETURN Our items are returnable within 30 days of delivery. The refund will be the purchase price, minus the cost of shipping both ways and a 25% restocking fee. This policy will apply to all orders, including items listed with "free shipping". Shipment refusals will be treated as a standard return, in which the above policy will apply. If the road in which the package is being delivered is a narrow road or remote road, the freight delivery truck may not be able to fit and accommodate delivery. In this instance, the delivery will need to be arranged at the closest main road. If a delivery to home is requested, additional fees may be required to accommodate. Returns for this reason are subject to refusal fees.  

An RMA number is required prior to returning the order, so please contact us before return. We will provide a return RMA number and return address. Returns must be in their original packaging, unassembled, undamaged and in original condition. Return items are subject to inspection upon arrival, and any missing or damaged components will result in assessment and reduction of the final refund amount. In the instance a return is received without RMA and original packaging, refund will not be issued and return will be discarded. 

5. ADDITIONAL FEES - If you are not home at the time of the agreed upon appointment, or for any reason require a reattempt delivery; additional fees may be required for reattempting delivery. Address changes requested in mid transit may require additional fees. Returns/Refusals for this reason are considered a standard return and will be subject to standard return fees. Additional Freight Delivery Service 

Liftgate Services - Freight carriers can add the use an electronic lift attached to the truck called a Liftgate to bring the items to the ground for you- please contact us to arrange additional fees for this service. Upgrades - Upgrades do depend on each carriers individual capabilities, and upgraded delivery service are not always available. Please contact us to inquire about further details. 

Cancellation Policy Please email to notify if you are requesting a cancellation. We will do everything we can to stop your order from shipping and cancel your order as quickly as possible.  

Please note the following stipulations: If your item has already shipped- standard return fees (Both way shipping plus 25% restocking fee) will apply. 

If we are able to cancel your order before it has been picked up from the distributor - we will cancel and issue you a Full Refund. If your order has been picked up from the distributor and is being prepped for shipping a 25% restocking fee will apply to your cancellation.        

 

 

Need additional assistance? Click here to Chat or Talk with us now!

 

Thank you,

 

Tierra G. 

Sears Member Services

1-800-366-3028

 

 

Original Message Follows: ------------------------

I know "they are willing to" accept returns based on their return policy. This is not news to me. I'm asking Sears to support me against this unreasonable return policy.

It's a very clear request. I get the same response to every email I send to you. If you are not willing to do anything about it just let me know. I will follow this from with a FTC complaint.

 

- Mohsen

 

On Fri, Dec 26, 2014 at 12:04 PM Sears Orders <order@customerservice.sears.com> wrote:

 

 

 

Dear Mohsen,

 

Thank you for contacting Sears.com! My name is Jessica and I will be your trusted advisor today!

 

I am truly sorry that you received your furniture and it was not at the quality that you expected and the $50 gift card is not compensate for the issues that you are having with this order. Upon reviewing your order # 769301490 I have found that you are right that the merchant's return policy does require shipping both ways to be paid by you and a 20% restocking fee because they have stated that you are unhappy with the quality of the furniture and it is not damaged. Legally we must abide by the Merchants return policy. They are willing to accept the return; however it is subject to their return policy. If you have any further questions or concerns please feel free to let us know and we would be more than willing to assist you.

 

Need additional assistance? Click here to Chat or Talk with us now!

 

Thank you,

 

Jessica G.

Sears Member Services

1-800-366-3028

 

 

 

Original Message Follows: ------------------------

Hi Toya,

 

 

Thank you for this, but it's simply not enough. This furniture worths way less than $1100 that I paid for. It's made by a random Chinese factory with super low standards. This type of furniture can be found in Alibaba for half the price I paid for. The reason I bought it from Sears is because I want good product and good customer support.

 

 

Honestly I'm not even sure if it's even legal to sell such product in the U.S. There should be some restrictions, because my wife got her hand injured when we were assembling it. There was a sharp piece of wood sticking out of it.

 

 

Please accept to get this product back. I want a full refund.

 

 

Thanks,

Mohsen

 

 

On Tue Dec 23 2014 at 12:31:56 PM Sears Orders <order@customerservice.sears.com> wrote:

 

 

 

Good Afternoon Mohsen,

 

Thank you for contacting Sears.com. My name is Toya and I will be assisting you today!

 

In regards to order # 769301490, I apologize for any confusion and inconveniences concerning this order. I have issued you a $50 gift card for the inconvenience. I know its not much but I understand how you feel concerning this issue and just want you to know we here at Sears value you as a customer.

 

Need additional assistance? Click here to Chat or Talk with us now!

 

Thank you,

 

Toya S.

Sears Member Services

1-800-366-3028

 

 

 

Original Message Follows: ------------------------

Hi Carrie,

 

 

Thank you for following up with this. Last time I checked, their return policy is to charge 25% restocking fee plus shipping both ways. That's not going to work out because it's a $800 purchase with $300 shipping. If I have to pay two $300 shippings plus 25% restocking fee($200) I simply get zero dollars back!

I placed this order on Sears.com and didn't notice it's not sold by Sears. Otherwise I would never sign up for such return policy for an online purchase from a random seller.

If you want to leave me with this seller I can do nothing because legally they can do this to me. I guess I clicked "I accept" during checkout and I assume this return policy was in the fine-prints somewhere. I am expecting Sears support customers who do shopping on their website and make it clear that they are not buying from Sears. If I can settle this issue in a week or two with you I will drop my FTC complaint.

 

 

- Mohsen

 

 

On Sun Dec 21 2014 at 2:57:39 PM Sears Orders <order@customerservice.sears.com> wrote:

 

 

 

Dear Mohsen,

 

Thank you for contacting Sears.com again! My name is Carrie, and I will be your trusted advisor today!

 

I can certainly understand your concern in regards to the quality of the 3 PCs Faux Linen Upholstered Sofa Loveseat Ottoman Set you purchased.

 

I have reviewed order #769301490. I have verified that you purchased this item through the Marketplace with merchant, Metro Furniture. I have provided you with some information about how marketplace merchants pertain to Sears.com. I have also attached a copy of Metro Furniture's details & policies for your convenience. As long as the merchant is willing to communicate with you as the customer, Sears is not allowed to intervene. Please let me know if you need any further assistance in communicating with this merchant in relation to your dissatisfaction with the product.

Marketplace merchants are third party licensed business partners who sell and/or advertise on Sears.com, providing a greatly expanded number and variety of products available for our customers. Sears.com serves strictly as a portal for these merchants to offer their merchandise. Sears is an agent of these Marketplace merchants for the sole and express purpose of receiving funds as payment for their merchandise sold on Sears’ websites, and transmitting those funds to the merchant. Sears’ receipt of product information, pricing, shipping, fulfillment, and return policies are set exclusively by each individual merchant and Sears is not empowered to alter or supersede these terms. This is comparable to such sites as Amazon.com and retail websites for Wal-Mart, Best Buy, and Barnes & Noble; as well as merchant agreements between physical stores and malls or building owners.

Sears strives to provide an excellent member shopping experience! We greatly appreciate your patience and business! Please feel free to contact us at your convenience with any further questions or concerns.

 

Need additional assistance? Click here to Chat or Talk with us now!

 

Thank you,

 

Carrie R.

Sears Member Services

1-800-366-3028

 

 

 

Original Message Follows: ------------------------

Hi,

 

 

I'm husband of Sahar who originally placed this order.

We are very disappointed with the product we received. It's quality is below acceptable and it had flaws that made it hard to assemble. I had to drill a holes where it suppose to have hole in the wood to put the screw in it's place. Quality of woods and other materials used in this product is extremely poor.

Because of type of feedback I received from your customer service I decided to go ahead an finish assembling it anyway. Your customer service said I have to pay for shipping both ways and 25% restocking fee. In that case it doesn't really worth returning it. All I would get will be something close to $100 out of $1300 I spent.

I've attached pictures of left handle of one of pieces and wood used in the product to demonstrate the poor quality of it's materials.

I don't know what would be your final resolution for this but I will not accept your return policy conditions. It's simply not fair. I wasn't expecting this level of poor quality product from Sears. We are regular Sears customers and used to believeSears carries good product and cares about it's customers.

If I don't get proper customer care for this case, I will follow up with a FTC complaint to see how it goes. I will also publicly speak about my experience.

Please let me know what are my options.

 

 

Thanks,

Mohsen

 

 

On Fri Dec 19 2014 at 12:59:42 PM Sahar J <> wrote:

 

 

 

---------- Forwarded message ---------

From: <order@customerservice.sears.com>

Date: Fri, Dec 19, 2014 at 10:44 AM

Subject: Sears.com Order # 769301490

To:

 

 

 

 

Good Afternoon Mohsen ,

 

We are following up on your inquiry regarding Order # ~769301490. We want to verify if our Marketplace Merchant, Metro Furniture, was able to resolve your inquiry to your satisfaction.

 

If your inquiry was resolved, no response is necessary. However, if your inquiry was not resolved or you have any additional questions regarding your order, please reply to this email or contact us at 1-800-283-6940 between the hours of 8:00am and 10:00pm CST.

 

http://www.sears.com

 

 

 

 

Thank you,

Emilee D.

Sears Member Services

1-800-366-3028