Rochester, New York
With Company response

This is a letter I have been trying to email the Board of Goveranance, and CNBC, and the Sole Company itself:

To whom it may concern,

I am writing this email to you after spending 12 hours from my work day trying to resolve the problem with our Sole F85 that we purchase this past year at Sears with an extended 5 year warranty. We had very frequent service calls for this treadmill, which eventually we decided to call customer solutions who told us we should get another treadmill. The 12 hours include staying on the phone with customer solutions, delivery department, Manila call center, and going in person to the Henrietta, NY Sears store to resolve the problem and get the exchange expedited. We started working on it right after the last service man left our home, and that was on or about august 27, 2013. The treadmill is defective.

On august 27, I spoke to 4 different agents, since thats the way you have it set up. One person said outrageous things, then finally thinking we are going to get an exchange we get an email that the item is unavailable. We went to the store the next day and spent 2 hours with a manager who had to give customer solutions the correct item number since it would be 2013 model. We were scheduled to receive the replacement treadmill on September 9, and it arrived damaged so we rejected the delivery. Then we were scheduled to receive it September 16 and we received no calls, waited for two hours and then I called Sears when I was informed that the treadmill was damaged. Delivery was rescheduled again to September 23, yesterday, and I got a call from the delivery guy that they do not have a treadmill but they are coming to get the one we have at home. I told him not to come and that he is not going to pick up any treadmill until he has a new one for us. I got on the phone again for two hours and a lady spoke to me and was supposed to get back to me with a new delivery date and she never got back to me. Today I called Sears and the lady said that she sees in the records that the order was cancelled and she that was because the merchandise was damaged. She further said that there is no scheduled delivery in the system for new 2013 Sole F85.

I would like all buyers of Sears to know that Sears is not what they advertise to be. Your customer service is awful and your warranty is misleading. I am planning to further spread the word. Meantime I do not have a treadmill that I am entitled to under the warranty agreement that I currently have with Sears. I have receipts, witnesses, and phone records to prove it all.

Product or Service Mentioned: Sears Delivery Service.

Monetary Loss: $2084.

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If you DO manage to get another treadmill be greatful for it and make sure you never deal with these people again. Imponderable is enough for anyone and your money is too precious to put in the pocket of a big company,

Sears Response

Dear Anonymous,

Thank you for taking the time to detail the problems that you have had in trying to get your Sole treadmill replaced. We apologize that you have had so much difficulty in getting the new treadmill delivered. My name is Jack with the Sears Social Media Support team. After reading your post, I can see that this has been a frustrating experience for you having to deal with a number of agents in different departments over an extended period of time. As you stated in your post, there have been 3 failed deliveries in just under a month and at this point, it does not appear that there is another exchange scheduled for you. We would like to have one of our case managers contact you at this time so that we can ensure that the treadmill is replaced as quickly as possible. This case manager would be your single point of contact with Sears and would interact, on your behalf, with the various departments here at Sears to expedite the delivery of the treadmill and resolve any other concerns that you may have. It is our intention to not only have the new, undamaged, treadmill delivered to your home in a timely manner, but to also restore your faith in Sears. If you would like to speak to us about this, please email the following information – your contact phone number, screen name (Anonymous449003), phone number used at time of purchase to Again we’re sorry for any trouble this may have caused and we look forward to speaking to you soon.

Thank you,

Jack C.

Social Media Moderator

Sears Social Media Support

@Sears Response

U don't give 3 flying *** jack I work for sears stop the ***


Extended Warranties do not start until the manufacture warranty ends. When it comes to treadmills there are several different warranties on a unit.

My treadmill has a 25-year warranty on the motor, 5-year warranty on the deck and 2-years on everything else. Warranties are 100% void if it's a consumer caused problem. Most consumers are unaware of this or act ignorant to that fact. Warranties also typically do not cover everything.

Regardless this is a manufacture issue. These treadmills are not exclusive to Sears. I highly suggest you contact the manufacturer and deal directly with them and forget Sears.

As far as extended warranties are concerned they are considered 100% profit to all retailers and are never worth the money. As I previously stated they do not even come into place until the manufactures warranty has ended.