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 Not Satisfaction Guaranteed
Posted Tue April 21, 2009 12:00 pm, by Mike V. written to Sears, Roebuck & Co.
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On 4/20/2009, I purchased a Bissell Vacuum from store #05213 in Kennett Square, PA 19348. Today, I tried the vacuum and the drive belt broke. Since I just purchased the product and it did not work, I went to the store for help. The individuals were not willing to assist. They offered to have me buy a new belt. I just spent $149.99 on the vacuum and it should work for more than 10 minutes without breaking. I then stated that I should return the vacuum since it had falty equipment. The manager stated that he would then charge me 15% to restock the item. This made no sense. Why should I have to pay 15% to return a falty product. I spend a lot of money at Sears and I carry a Sears MC. For example, I also bought a $1,700 refrigerator on the same day. I am currently considering canceling the order and going to Home Depot to buy a similar fridge.
I want Sears to replace the $3.00 belt on my vacuum and convince me as to why I should continue to do business with the company. Most of all, I want Sears to stand by what they print on every reciept (before the return policy) that states "SATISFACTION GUARANTEED OR YOUR MONEY BACK".
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by Nicole F. Posted Wed April 22, 2009 @ 2:04 AM
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You shouldn't have to pay the 15% fee. Any associate that tries to do
this obviously doesn't know the policy or they've changed it and
haven't told me.
Did you have your receipt?
If you did not, then, yes, they would probably charge you the
restocking fee or outright deny the whole return.
If you didn't have your receipt and paid with a credit card, they can
pull it up that way.
You are well under the 90 policy. I do not understand why they won't
give you a new belt or do an exchange for a new item.
It all boils down to the receipt issue. Did you have your receipt?
Also, did you return the vacuum with all the parts, manuals, and maybe
the box?
If you did, you are owed a new vacuum and you do not have to pay the
restocking fee. I don't understand why some associates still charge
restocking fees for faulty products.
Contact Sears National Customer Relations:
1-800-549-4505
Good luck.
Also, I don't represent Sears in any official capacity. I just work
for them sometimes.
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receipt
by Mike V. Wed April 22, 2009 @ 1:38 PM
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by ♫Venice♫ Posted Wed April 22, 2009 @ 12:38 AM
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I must agree with you on this. The belt was obviously defective, and
Sears should have either replaced it or let you return the vacuum with
no restocking fee. I can't believe they were willing to lose a
customer over $3.00.
I didn't realize the receipts still said "Satisfaction Guaranteed or
Your Money Back". I don't know how they can possibly live up to that
claim.
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Free
by Mike V. Tue April 21, 2009 @ 10:37 PM
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SHARED LETTERS 
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