Sears Restocking Fee is a SCAM. DON'T FALL FOR IT

Sears Restocking Fee is a SCAM. DON'T FALL FOR IT

November 7, 2005 My Complaint is Black and White (no gray areas). I had purchased a Range on 10/22/05. It was an in stock item and I was offered a delivery date of 10/24/05, which I declined cause it was a Monday and I work. I chose to have it delivered on 11/5/2005, Saturday. On 10/31/2005 I cancelled delivery of this Range and did my return. To my astonishment I was told there would be a "restocking fee" of 15%. I was told this is a new policy. I spoke to the Mgr., Chris, of the Major Appliance Dept. in the Concord, CA mall store. First he told me it was a new policy

that just started and to read the back of my receipt. When I read it to him I informed him that it states a restocking fee would be charged if the item were not returned in it's original box. When I again told him I hadn't even received the item yet, he put me on hold, came back to the phone, and told me it was a special order item. I told him "absolutely not". The item was on display in the showroom and in stock. If it were a special order item how could you offer me a delivery date of 10/24/2005 just 2 days later? He paused, didn't say anything then told me he was sorry I would still be charged the restocking fee. I received the full credit for the Range of $985.92 and a credit charge for the Restocking fee of $127.50. Again I ask: Why should I be charged a restocking fee for an item that wasn't even pulled from stock yet?

Why should I be charged a restocking fee for an item that was never delivered and I never had possession of?

How can an appliance be called a special order item if the item was in stock and I was offered a delivery date of just 2 days later? I immediately contacted my Credit Card company via e-mail. I then contacted Sears via e-mail. I then called the main store number in Concord and left a message for the General Mgr. Michael Corona at 925-246-1953 to call me back. I then proceeded to contact all of my local Television stations to tell them my story. I called again the next day and left another message for Michael Corona. I then called the Corporate number I was given by the Concord store 800-469-4663 and spoke with Debbie who transferred me to the delivery Department. I spoke to a Supervisor named Denise. She asked me for all my information. She then confirmed that I had not received delivery of the appliance because she showed it was cancelled. I explained to her my situation. She informed me that a mistake was made. It is a new policy and she believes the Manager in Concord doesn't understand the new Policy. She

told me she saw that the credit was issued for the amount of the appliance and that if I get a bill for the restocking fee to call her back. Today in the mail, I received the receipt for a restocking fee. I immediately called the delivery dept at 800-732-7747 and spoke to Emerson in the Sacramento call center. I asked for the supervisor named Denise. He said there was no Denise there and that there were several call centers. I was in disbelief. I couldn't believe Denise didn't tell me the call center location she was in and I didn't think to ask where she was at the time cause I didn't know there were several locations. I told him my story; He put me on

hold and said he would speak to his manager. He came back to the phone and told me the Restocking fee would have to be paid. Of course we went back and forth. When I asked to speak to the Manager he told me he just left for the evening and would not give me the managers name. Only after faxing my complaint info to the store Manager did I get a return call that same day. Gee, I wonder if it was because I also faxed him a response from my local news station KPIX-CBS News that was more than happy to accept my story. Email asked me to submit all my info and they would

investigate. Had it not been for the news station's e-mail, I believe I would have never gotten a return call. Bottom line, I received my credit for the restocking fee. They couldn't care less if I reamained a customer or not. I will NEVER SHOP AT SEARS EVER AGAIN. I was offerred nothing for the inconvenience

D

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