Not resolved

Purchase a 1700 dollar 19hp lawn tractor which stopped working with in a half hour of mowing my lawn today. I called the store in Concord NH they said that I couldn't return it

Product or Service Mentioned: Lawn Tractor.

Reason of review: Return, Exchange or Cancellation Policy.

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Review is extremely vague. How long did you have the mower?

Was it still under warranty? Did they offer a repair?Also, to the reviewer you should check to see if it is out of gas.


SEARS RETURN POLICY: Determine which diversity (Hometown, On Line, Outlet, Hybrid).

It helps cutting through the Red Tape, and can grant quick access:Returns & CancellationsSatisfaction Guaranteed or Your Money BackOur goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging, with your original receipt/email confirmation within 90 days of your purchase, 30 days from the purchase date for Home Electronics, Mattresses, air conditioners, gas powered equipment, jewelry and watches for a refund or exchange. Video Games, CD’s, DVD’s, computer software and sports/toy collectibles must be unopened for a refund or exchange. For other items, including folding guest beds, air/inflatable beds, continuous air bouncers, water slides, pools, gas powered lawn equipment, power tools, scooters over $149.99, specialty occasion clothing, video camera/camcorders, handbags, jewelry and watches, if the original packaging has been opened or tags and/or labels have been removed the items will only be exchanged with an identical item or a substantially similar item of equal value.

Replacement products obtained in an exchange transaction will only be exchanged and are not eligible for a refund. Returns and exchanges are not allowed on customized and both partner with marketplace merchants who sell items on our website. If your order contains an item that is not sold by Sears or Kmart, please be advised that this item cannot be returned or exchanged at your local Sears or Kmart store. Your merchant’s profile, which contains their specific return policy, is available via the product page.

Please see your merchant’s profile for additional details.Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that Sears and Kmart does not support returns for international orders sold or fulfilled by a third-party merchant at this time.

All international sales of products sold or fulfilled by these third-party merchants are final.Where applicable, all refunds will be issued in the same form as the original method of payment.

If you are not satisfied with your purchase after this, please let us know. Your satisfaction is important to Sears.


Dear Elite:I have seen your issue, and hope that the information I can pass unto you can help you get to the bottom of the problem. According to regarding returns and cancellation issues, is the following: the item purchased on line or from store?

The reason I ask is that Sears has three main service ops: Sears Hybrid Store, Sears Outlet Store and the Sears Hometown stores. The 'original' brick and mortar for Sears has been non-existent for about five years, and many times a company will diversify operations to concentrate upon volume of sales (i.e. online, in store or through a dissecting of platforms, which is still Sears responsibility.The counsel I offer is to follow up and follow through with what is legally posted at their website at under the Returns/Cancelling Order tab. Here is the copy/paste from that page concerning Sears returns policies.(Remember the Shop Your Way program is being adjusted to address such return/cancellation floods.

That is why most of the agents you call 'upsell' the feature (they have no choice as it is part of the customer service script for SHC/Sears, and most care are directives according to those policies:To a Sears Store:****You can return Sold by Sears merchandise to any Sears store.******Starting a Return Online***You can start a return online to make returning at our stores faster.***Going to the Store: Please remember to bring your online return form, your receipt, order confirmation email or the packing slip included in your package, as well as your original payment method for the purchase***.Any return credit will be processed to the original form of payment, excluding applicable discounts.Please note: Sears items cannot be returned to Sears Outlet or Sears Hometown stores.According to their own policy, the item can be returned to any SEARS, once the determination has been made concerning SHC above criterion. As a consumer, we have the right to know HOW and WHY such measures are necessary to divide service into three succinct categories.If following the Sears return policy does not grant you resolution, contact the FTC and the Better Business Bureau to file a complaint with the information you gathered and legally collected.I hope this helps!