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  • If i could give Sears negative stars, I indefinitely would. My boyfriend and i came in looking for a new lawn mower and was about purchase one for $275 (strong motor, all black, seemed pretty nice.. and it was on sale). A gentleman came by and asked if we needed help. We told him our lawn mower broke and we needed a new one for our yard. He noticed the one we had in the cart and started advertising a lower model on sale for $199. We were hesitant but he convinced us to get the lower model because we were using it for our yard and not "commercial" land. For a fraction of the price, we agreed and purchased the $199 model. That weekend, we decided to give our yard a nice trim finally! Guess what?? IT DID NOT WORK WELL AT ALL. It actually was NOT strong enough for our lawn. We decided to give it another the next day on another portion of our lawn and the same thing happened. We decided to pack up the lawn mower and bring it back to Sears to exchange it for the more expensive one. So fast forward a few weeks, we were out of town for a week for family matters and remembered we had to take the lawn mower back to Sears. When we arrived, we dropped off the lawn mower and walked inside to customer service to ask for an exchange. A older gentleman helped us and said according to our receipt we were a few days past the return policy. We explained to him that all we wanted was to exchange for a lawn mower that actually cut our grass. He then tried a few more things and called over their store manager. Let me begin to tell you how incredibly UNPROFESSIONAL this "store manager" is. He walks over in a pretentious suit and just flat out says "sorry we can't take the lawn mower back because it's past 30 days." I can't remember his name but he was skinny and Asian. I explained to him that we were actually convinced by his employee that we should but the lower cheaper model and that we were only past a few days. On top of that, we told him we have bought 90% of our appliances from them and have their credit card. His response was the same and completely disregarded that we were loyal and long term customers. My boyfriend got really frustrated and he told the manager that it was ridiculous we couldn't exchange the lawn mower for one that worked and that he would like to cancel his Sears credit card. The store manager continues to disregard our frustration or offer any type or solution-- it was just a complete shutdown, zero sympathy or compassion. He clearly doesn't care about the long term customers that still shop at Sears. So we are still stuck with this lawn mower that DOESNT mow our lawn.. but we NO LONGER SHOP AT SEARS. We have told all our friends and family to not shop at Sears. Sorry NOT sorry but people that treat their customers like that will not take another penny from me!
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