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Returning items.

Posted Fri November 25, 2011 8:02 pm, by christy s. written to Sears, Roebuck & Co.

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I attempted to return a purchase I made on Sears.com to the Sears store. The items were new, in the box, and just not up to the quality I normally find at Sears. On the Sears.com website, it states orders can be returned to any Sears store. I had all of the purchase and order information printed out. I gave the documents to the cashier, who tried to process the return. She made it clear by looking at her watch several times that she was missing her break or something. 45 minutes and 3 associates later, I was told they could not do the return because their computers were down. Yet, other customers who were purchasing items were able to complete their transactions with no system difficulties. None of the associates seemed to know how to assist me, and appeared to be in a hurry to get rid of me, so they could help the customers who were purchasing items. The store was not busy at the time. I was told to come back "some other time".
I live out of town and had traveled 40 miles one way to return the items.

Do something! I am out time and money, and I still have the items I wanted to return. I have been a loyal Sears customer until now, and may just take my many shopping purchases to another store with more competent employees and an easier return system.


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by Nicole F. Posted Sat November 26, 2011 @ 11:22 PM

Internet orders can be tricky. You can have all the right information
for the system - salescheck and return code and yet the register can't
find the purchase. I don't know why it happens, but it does. It can
work with one internet return but not the next.

What the cashiers should have done was call for a manager. I've done
enough of these tricky internet returns to know how to work around
them - but it usually involves management and a special register.

I think some of the problems come from the systems (meaning store
systems and internet systems) not "talking" to each other correctly.

Also, there are probably a lot of new and inexperienced cashiers
working...they might not know all the tricks.

Sorry you had this issue...I'd call ahead if you want to try again and
make sure you involve a manager.


by Mary K. Posted Sat November 26, 2011 @ 9:38 PM

I had the same problem at a Sears as well-- except it took four
associates to do the job right. The manager told me they just "don't
do it often" so whenever someone comes in it usually takes a few tries
before you find someone who can take care of it.


by McJohn Posted Sat November 26, 2011 @ 10:08 AM

There is a chance the internet could have been down which could have
been restricting them from finding your order. It would allow people
to still purchase in store items due to it being on a local server.

Why not just return them via the online return system? Seems like it
woudl have been quicker.


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