Sears just started 15% restocking fee?

[PoorOwner]

I was trying to return something for Lawn and Garden and the guy behind the counter was giving a warning about 15% restocking fee, apparently this is a new policy they are trying to enforce on opened items. They have rewritten the policy on the back of the receipt, now 15% restocking fee applies to just about everything, although tools is not listed the casher guy told me tools return will be subjected to a 15% restocking fee as well.

Can anyone maybe who work at Sears confirm this?

 

[Benchloader]

See http://www.sears.com/shc/s/nb_10153_12605_NB_CSreturns?adCell=AF for Sears written return policy.
Print & take with you if their rep gives you any flack about tool returns. My experience with Sears is that some are totally rotten and not customer oriented at all, rather sell to you and then forget you; some are customer & sales oriented.

My local Sears is a small town dealer, who seem to go out of their way for customers. They have never ever given me anything but courteous service whether it was for a purchase, special order, or returns.

On the other hand, I tried to buy a bottom freezer fridge for my Mom 4 states away from her local Sears and ran into the most uncoopertaive sales rep I have ever met. She told me before hand she don't like shopping there because of the rude employees, but I felt I had to try anyway; after all I do have a Sears Card.

Finally found her a fridge at ABC Home Appliances who even delivered it free.

 

[eschoendorff]

Screw Sears. That is all....

 

[Merkava_4]

I was trying to return something for Lawn and Garden and the guy behind the counter was giving a warning about 15% restocking fee, apparently this is a new policy they are trying to enforce on opened items.

Tell the guy you're willing to carry the item over to its designated location and place it on the shelf yourself.

 

[eschoendorff]

Tell the guy you're willing to carry the item over to its designated location and place it on the shelf yourself.

 

[billymade]

This is a post kmart buyout issue and if I remember correctly came in around the time the unconditional satisfaction guarantee went out the window (sears had this old school policy for ages). The return policy is now 90 days. It is related to certain items and hand tools are not one of them.
Quoting from the website: "A 15% restocking fee applies on Tires, select Home Appliances, Home Electronics, Home Improvement, Household Goods, Lawn & Garden, and Automotive products not returned in the original box, unused, and containing all original product packaging and accessories.
Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee."
One thing that would eliminate the 15% restocking fee is if the item is defective or doesn't work correctly; in that case you would get 100% of your money back. This all ***** I know but many retail companies have gone this route; this is particularly common in the electronics and computer stores such as Best Buy etc. The idea being that the item cannot be sold as new and they don't want to eat the profit loss. Sears used to be unique in their liberal return policies but with the "Kmartization" of Sears they aren't that much different then any other retailer. This all ***** and is disappointing but IMHO its a reflection on the changes in retail industries attempt to stop profit loss ("belt tightening") where ever they can and this is reflected in the reduction or removal of all encompassing warranties on traditionally unconditional warranted items such as the Craftsman framing hammers (no longer carried under Craftsman brand) and tape measures (tape itself no longer covered but the body is). I am sure bean counters looked at the areas that was costing sears the most in returns and money lost through these; then sought to eliminate the areas that had the most loss. The biggest loss traditionally in the lawn/garden area was a ton of lawn tractors, lawn mowers and weed eaters; when the policy of satisfaction guaranteed was in place with out the 90 day return limit, at the end of the summer these would come back for a return for a refund. We would be stuck with a bunch of used lawn equipment; the next year the process would start again. These policies would be abused and being 45 minutes from the boarder of Mexico didn't help either. Is this disappointing, does this ****; yes, yes but unfortunately, Sears is in line with the restocking policies most of the other retailers in the industry. This is sad but true.Caveat emptor; be careful what you are buying and don't use the item if you are still up in the air about it and make sure what you are buying is or isn't going to have a 15% restocking fee.

 

[mtwaterguy]

Sears has used the "satisfaction guarantee" as a selling tool for many years now. I always felt that many people abused this, buying things just to try them out, or maybe just buyers remorse. Buyers need to realize that returns, while part of owning a business, are inconvenient to the seller as well. There's a lot more to a returned item than just putting it back on the shelf. I had a sign made to express my feelings--- IF YOU BOUGHT THE WRONG PART, YOU NOW HAVE A SPARE.

 

[billymade]

I think the 15% is reflective of the problem with items that cannot be resold, as new; if you bought a hammer and didn't use it, it can be put back on the shelf (as new). If you buy a lawn mower, put it together and used it; it cannot be sold as new.

 

[eschoendorff]

Sears has used the "satisfaction guarantee" as a selling tool for many years now. I always felt that many people abused this, buying things just to try them out, or maybe just buyers remorse.

That is the culture that we live in. Returns are part of doing business. If I know that I can return an item, I am more inclined to open my wallet.

Buyers need to realize that returns, while part of owning a business, are inconvenient to the seller as well.There's a lot more to a returned item than just putting it back on the shelf. I had a sign made to express my feelings--- IF YOU BOUGHT THE WRONG PART, YOU NOW HAVE A SPARE.

Seriously, if that is your attitude, I wouldn't be buying from you...

Additionally, as a buyer, I am not inclined to worry about what is convenient for a seller... unless taht seller has put in the effort to establish a good working relationship with me.

 

[a390st]

That is the culture that we live in. Returns are part of doing business. If I know that I can return an item, I am more inclined to open my wallet.

Seriously, if that is your attitude, I wouldn't be buying from you...

Additionally, as a buyer, I am not inclined to worry about what is convenient for a seller... unless taht seller has put in the effort to establish a good working relationship with me.

The problem with that attitude is that when you are a small business you can't always afford do that. When you order oddball parts that you don't sell two of in a decade, and someone comes in and orders it without you seeing that they really do need THAT part or item, they invariably bring it back because it was the wrong part. OR They are trying to replace parts and pieces until they find out what the real problem is and keep bringing things back. OR They buy things you never normally sell so that they can look at them and see if they like them. OR The oddball item they order takes two to three weeks to come in and they sell whatever it is in the meantime. OR The money runs out before the month and they bring it back because they are looking everywhere they can to find a way to get cash. If you only knew how much junk we had in the shop that had been on the shelf for years because we took returns without restocking fees, you would have a coronary. Every penny on the wall that doesn't sell is one that was taken out of your pocket and will probably never get put back in. It may be different for a mass retailer with multiple outlets and who carry only a select line of specific and common items, but for a small specialty business, it is tough.

Oh, and I hate small businesses who are jerks and act like it is inconvenient for them to help you. If the people are nice, but let you know up front that they just can't afford to take returns on special order or non-stock items, it is fine with me.

As for the Sears example, I do buy some Craftsman because of the made in the USA and the warranty, and every time I think of Matco and Mac and wonder when they will all be overseas with no warranty.

 

[jimvannoy]

Just another nail in their coffin. I think it's about sealed up and ready to go bye bye.......

 

[wantedabiggergarage]

I can see both sides of the issue, and it seems to me, that some common sense (an oxymoron) could be used in enforcing it.

When our last ice storm hit, the tool renters, hit Home Depot. Seven days later, 135 chainsaw returns, then a new policy.

There are multiple sides to this, only common sense fails to win out.

 

[vjquan]

Still better than Best Buy. I believe BB charges 15% even if it's never been opened and still in the shrink wrap package!

 

[mtwaterguy]

That is the culture that we live in. Returns are part of doing business. If I know that I can return an item, I am more inclined to open my wallet.

Perhaps if you had actually read my post you could grasp the idea that I was
referring to customers that were abusing a company return policy. I also stated that part running a business was dealing with returns.

Seriously, if that is your attitude, I wouldn't be buying from you...

Usually my attitude is very serious, especially when dealing with customers.

Additionally, as a buyer, I am not inclined to worry about what is convenient for a seller...

That's very evident by your post. Maybe you should consider that building relationships take an effort from both customer and business owner.

 

[ddawg16]

I'm sure we all agree that the problem has been created by those people who buy an item, use it, and then return it. Kinda like the prom dress issue....

So, 15% on an opened item sounds like a fair price for the 'rental' of the item. But if it is a defective item....there should be no charge.

You know what does work? Write corporate....let them know your feelings....after awhile, if enough people complain, they will change the policy.

As for the local store....remember, most of those kids working there are making min wage....if the kid is not giving you the service you want, ask for the manager....if he treats you the same then ask for 'his' manager....unless of course you are being unreasonable.

 

[ImportTuner]

Still better than Best Buy. I believe BB charges 15% even if it's never been opened and still in the shrink wrap package!

Best Buy charges a 15% restocking fee only if the package/box has been opened ... I recently bought a laptop for my daughter ... went home, opened the box and the laptop came with Windows Vista 64 bit ... totally not compatible with most home applications; I took it back since they did not know it was a 64 bit OS and did not tell me when they sold it to me ... they would not waive the 15% charge unless I bought something else in place (which I did) ... but what a pain in the a$$ it was ...

 

[Blacktooth Grin]

I recently bought screwdriver and wrench organizers at Sears just to see if I liked them, planning to return them if I didn't. Of course I didn't like them, and noticed the restocking fee stated on the receipt. It would have only amounted to $3 or $4, but I walked into the store fully prepared to take up my money's worth of the manager's time if they tried to charge me. They didn't.

 

[rsanter]

I hate sears
I live costco

bob

 

[Danglerb]

I hate sears
I live costco

bob

So far Sears hasn't tried to charge me for shopping there, but I do like the free buffet at Costco.

 

[Merkava_4]

The next thing you know Sears will be charging a cover charge to get in the door!

BAWAHAHAHAHAHAHAHAHAHAHAH !!!!!!

 

[Benchloader]

whats a costco ?

 

[Merkava_4]

whats a costco ?

It's a membership club. You gotta pay $50 a year for the privilege to shop there. Usually it's small business owners who shop there.

 

[jimvannoy]

The next thing you know Sears will be charging a cover charge to get in the door!

BAWAHAHAHAHAHAHAHAHAHAHAH !!!!!!

I might pay it if they had free beer and a good band.

 

[jimvannoy]

It's a membership club. You gotta pay $50 a year for the privilege to shop there. Usually it's small business owners who shop there.

Pretty much the same As Sams Club I think isn't it? Never been to one.

 

[Uncle Buck]

Best Buy charges a 15% restocking fee only if the package/box has been opened ... I recently bought a laptop for my daughter ... went home, opened the box and the laptop came with Windows Vista 64 bit ... totally not compatible with most home applications; I took it back since they did not know it was a 64 bit OS and did not tell me when they sold it to me ... they would not waive the 15% charge unless I bought something else in place (which I did) ... but what a pain in the a$$ it was ...

If that were me in your shoes I guarantee I would have bitched right up to the store mgr and I would have assured him I would be filing a complaint with the BBB, bitching on line or anywhere else I could ***** about it to include friends and neighbors and not shopping there again. Yea, I am three kinds of an a hole over crappy customer service over something like what you just described. I never forget and I vote with my dollar.

 

[Uncle Buck]

I have never seen a Costco, and as far as Sears goes, if their warranty service starts getting ****** like SO I will pull the plug on them and quit doing business with them just like I did Snap-on.

No ones product is irreplaceable, just like we as employees. At some point in time we all get replaced, and in the same spirit, if a vender gets too far out of line I find another that will replace them.

 

[MarkH]

Business is business or as one of the sisters at a catholic healthcare system I worked at said no margin no mission. So it is for any company.

Compared to the rest of the world I have always though many of Sears policies depended to much on purchaser honesty in a me world. I have also wondered how long they could last with the abuse they get.

When you read the print it states "opened", I know of few other places that even take back the "opened" items. So they will have to sell if for more than 15% off if opened without packaging. How many of you will take an opened item at 85% of list. Mine limit is 50% or less.

My wife was great at the take backs to Walmart, she was to the point I was expecting her to take back used food. Then one day policies changed. Too much abuse.

So do not abuse it, don't loose it.

 

[vjquan]

removal of all encompassing warranties on traditionally unconditional warranted items such as the Craftsman framing hammers (no longer carried under Craftsman brand) and tape measures (tape itself no longer covered but the body is).

Billymade, since you work at Sears, what happens when a C-man hammer is brought in for replacement? Do you give them a Vaughan? Give credit?

 

[billymade]

Its mainly the framing hammers (some others have been discontinued like the roofing hammer that looked like a cross between a framing hammer and a hatchet); you get a cash refund or store credit (typically with a Sears gift card) or you can get a Vaughn as a replacement with the understanding that all warranties with the new hammers will be dealt with through contacting Vaughn directly. Vaughn AFAIK does not have the satisfaction based warranty that Craftsman had (eg. we would replace the hammer even if the waffle on the face of the hammer was worn) so; the "free ride" is now over on getting a new framing hammer over and over again. I don't know of any hammer manufacturer that will give new hammers out just because yours is worn out but the warranties are for "manufacturers defects" which typically don't cover wear. All the other hammers that are currently shipping and in stock; will be replaced free of charge just like any other Craftsman hand tool, under the satisfaction based Craftsman hand tool warranty. You milage may vary but if you have a problem, ask for a manager; corporate sent out a printable page with all the hammers related to this issue and a "how to" on the refund process at the register. Needless to say; if you don't get any satisfaction; contact the customer service hotline!
Customer Relations Hotline:
1-800-549-4505

Email us your questions, comments and experiences
or send a letter to:
http://www.sears.com/shc/s/nb_10153_12608_NB_CSeMail?refLink=relations&adCell=A4

Sears National Customer Relations
3333 Beverly Road
Hoffman Estates, IL 60179

Man! We NEED a FAQ section!!!!

 

[eschoendorff]

Oh, and I hate small businesses who are jerks and act like it is inconvenient for them to help you. If the people are nice, but let you know up front that they just can't afford to take returns on special order or non-stock items, it is fine with me.

That's actually more akin to how I feel. I should have though my original statement through a little better...

 

[eschoendorff]

That is the culture that we live in. Returns are part of doing business. If I know that I can return an item, I am more inclined to open my wallet.

Perhaps if you had actually read my post you could grasp the idea that I was
referring to customers that were abusing a company return policy. I also stated that part running a business was dealing with returns.

Seriously, if that is your attitude, I wouldn't be buying from you...

Usually my attitude is very serious, especially when dealing with customers.

Additionally, as a buyer, I am not inclined to worry about what is convenient for a seller...

That's very evident by your post. Maybe you should consider that building relationships take an effort from both customer and business owner.

Believe you me, I have. I live in a VERY small town and have a positive relationship with almost every business here. The problem with you post is that you view your business as a unilateral one-way street. I won't work with folks like that. A business relationship is a two way street. I also expect a small business owner to take care of their business and not necessarily concern me with their convenience. That is not my primary goal. They have something that I need and I have money. If I don't like their attitude, I will go elsewhere and they can eat their inventory.

It's quite simple, really. But if a business owner is going to post a bunch of signs and warnings and makes me uncomfortable, I will go elsewhere. especially with online businesses, it is easier than ever to find someone who is cooperative with their customers.

The problem with posting a bunch of warnings and signs is that they set the stage for an adversarial relationship from the get go. There is a reason that the big businesses do not post those types of signs - or if they do, they word them very carefully.

 

[eschoendorff]

If that were me in your shoes I guarantee I would have bitched right up to the store mgr and I would have assured him I would be filing a complaint with the BBB, bitching on line or anywhere else I could ***** about it to include friends and neighbors and not shopping there again. Yea, I am three kinds of an a hole over crappy customer service over something like what you just described. I never forget and I vote with my dollar.

Thank you!

 

[mtwaterguy]

The problem with you post is that you view your business as a unilateral one-way street.

How can you use my quote " relationships take an effort from both customer and business owner" and then make this comment? Are you on something or do you just not understand English?

But if a business owner is going to post a bunch of signs and warnings and makes me uncomfortable, I will go elsewhere.

If reading company policies from posted signage bothers you then maybe you should.

The problem with posting a bunch of warnings and signs is that they set the stage for an adversarial relationship from the get go.

Wrong, stating company policy up front helps to keep problems from developing.

 

[eschoendorff]

The problem with you post is that you view your business as a unilateral one-way street.

How can you use my quote " relationships take an effort from both customer and business owner" and then make this comment? Are you on something or do you just not understand English?

Nope, I understand English just fine. The problem is the tone and the attitude towards the customer behind the words....

But if a business owner is going to post a bunch of signs and warnings and makes me uncomfortable, I will go elsewhere.

If reading company policies from posted signage bothers you then maybe you should.

The problem with posting a bunch of warnings and signs is that they set the stage for an adversarial relationship from the get go.

Wrong, stating company policy up front helps to keep problems from developing.

Whatever, man. In the end, you are trying to sell something. Do whatever works for you in your area.

 

[a390st]

When you put up a sign that says, "Due to abuse of our return policies, we are sorry but all special orders must be prepaid and are not returnable". Most of the time that doesn't create an adversarial relationship. It encourages customers to ask what the problem was and to let the owner explain some of the dynamics of running a small business. It has, in my experience, helped the customer see that the small business is a partnership between the owner and the customer. It gives the customer the opportunity to see themselves as a partner in the business.

 

[eschoendorff]

When you put up a sign that says, "Due to abuse of our return policies, we are sorry but all special orders must be prepaid and are not returnable". Most of the time that doesn't create an adversarial relationship. It encourages customers to ask what the problem was and to let the owner explain some of the dynamics of running a small business. It has, in my experience, helped the customer see that the small business is a partnership between the owner and the customer. It gives the customer the opportunity to see themselves as a partner in the business.

That's a hell of a lot different than:

"IF YOU BOUGHT THE WRONG PART, YOU NOW HAVE A SPARE.

The former is a lot more communicative and workable than the latter....

a390st has a good sense for this kind of stuff.

 

[vjquan]

you get a cash refund or store credit (typically with a Sears gift card) or you can get a Vaughn as a replacement with the understanding that all warranties with the new hammers will be dealt with through contacting Vaughn directly.

Thanks Billy. Now as far as cash refund or store credit, are they the full retail price amounts? Also, how far back does that memo go? If I have a hammer from the 70's, will they know how to process it?

 

[billymade]

I believe the prices were in the corporate memo they sent out (AFAIK they were the normal retail prices at the time they were sold); occasionally when we have a really old or odd ball item come in, a manager will make a spot decision (give customer a equivalent item) or I have seen where they will research the situation (to determine a credit price) and email corporate for guidance on the particular item. In that case, the manager will take the name/# of the customer and call them back with the info; these usually takes a number of days to get a response from corporate and then get the situation handled.