I have been a Sears customer all of my life...every appliance and electronic device(besides cell phones) that I have ever purchased in my adult life has been from Sears. I have encountered problems in the past, but being the loyal *** that I am, I kept returning.
Recently, my great aunt (who lives out of state) bought me a rather large amount of clothing for my birthday and dropped them off during a visit. I had just started a new job, and being the wonderfully giving person that she is, she was trying to help bolster my wardrobe. Unfortunately, I have gained about 25 pounds since she saw me last. Not wanting to hurt the feelings of a 75 year old woman, I told her everything was perfect and thanked her for the gift.
When I went to my local Sears store to exchange the items for a larger size, which stinks enough on its own, I was told by the salesperson that since her store didn't carry the specific line of clothing that I needed to exchange, and because I didn't have the receipt, that I would have to drive 2 hours away from home to go to another store that did carry that particular line. Not having the time or energy to make that kind of trip (I am a single mother who works 65 hours a week), I simply asked to exchange them for any clothes that would fit me. I was told no, which was extremely frustrating, but I accepted it and left the store. A week later I finally made the long drive to a second Sears location (and I called ahead to make sure they carried the particular items).
When I went to the returns counter, the sales person told me that I would have to wait on a manager. I was soon surrounded by SIX employees, with the manager telling me that I could not exchange the items for the exact same things in a different size! He informed me that Sears return policy states that absolutely NO exchanges can be made without a receipt. I was in shock!!
With all other major retail stores flaunting their 'NO HASSLE RETURNS' policies in ads all over the country, I could not believe Sears still maintains such an antiquated policy. I was forced to explain my situation 4 times, with a long line of other customers listening to me admit that I've gained weight, and hearing the store manager tell me that he had no way to PROVE that these clothes were ever actually PURCHASED...what?? Not only did he insinuate that I am a thief, apparently he thinks I am the dumbest thief ever to have stolen clothes for myself that WERE NOT MY SIZE!! I have never been so humiliated, infuriated, and rendered so speechless at a store.
I am talking about over $600 worth of clothes, not sure how I could have stuck that much in my pockets and slipped out unnoticed! I stayed calm and asked him to look her Rewards account up by her phone number (which the salesperson at my local store had done at my original visit, which clearly showed where the items had been purchased by my aunt) but he refused to do so, saying that without the actual, original paper receipt, he had no way to prove the items I had in my possession were actually ever purchased at a store. $600 may not be much to Sears, but it sure is to me.
I will never, ever step foot in a Sears store again, EVER. And to the 35+ people standing behind me that day looking at me like I may as well have been wearing an orange jumpsuit and sporting handcuffs as a summer accessory....the clothes truly were a gift, and I hope none of you ever receive a gift from this store that isn't your size!!!
Product or Service Mentioned: Sears Manager.
Monetary Loss: $600.