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Sears Complaint - broken lawn mower/poor customer service - Craftsman lawn mower
Sears Complaint

Sears Complaint

j246's Picture Reviewed by j246


broken lawn mower/poor customer service - Craftsman lawn mower

Purchased a Craftsman lawn mower in June. Used 3 times then wouldn't start. Returned it to the store for another mower. Brought that one home (it looked used) and the self-propel would not work; returned that mower for another mower (tried a different model) brought that one home and the mechanism to raise and lower the deck was broken. Fourth trip to Sears to return 3rd mower for full refund. Found out that the 2nd mower was actually a reconditioned mower they were trying to pass off as a new mower to replace the original purchase. Arghhh! Three days later still no refund to my cking acct. Called customer service to complain about mowers and lack of refund and was told it takes a minimum of 10 days up to 30 days to refund my bank account!!! Oh, and sorry for the bad mowers. Then they offer me a $50 gift card towards a future purchase. FUTURE PURCHASE??? Are they crazy. Sears will never get my money again! I told them I was going to donate the gift card to charity for which they replied they will not be sending the gift card. What has happened to customer service? I will never walk into a Sears store again and will tell anyone who has ears to stay away. We spend all wknd driving back and forth, defective mower after defective mower, Sears tries to pass of a reconditioned mower as new, which is broken too and all they say is sorry for the inconvenience please buy from us again?? How stupid do they think I am?

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SearsCares says: (7 years ago)
My name is Liz and I am with the Sears Social Media Support Team. I wanted to reach out to you on this matter because I saw your comment here. I am sorry to hear that we have let you down with the replacement and return of your mower. Even more, I understand it can be overwhelming to wait for a refund and it not to appear in your checking account in a timely manner. I would like to have one of our dedicated case managers speak with you to monitor your refund. . At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the lawn mower was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (j246) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Support Team

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