I don't know why sears has policies. Managers will not follow them. They say no returns after 30 days. But we return anything. Even if its not from sears. All they do is make employees look foolish. They should back them up.
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I think it's also called, "Free Renting."
The problem is, Sears Holdings doesn't know what the meaning of "return fraud" is. I think their corporate infrastructure needs to be educated.
Remember, its all part of the cultural belief system - "Members First". Even if it's so blatantly obvious that the intent is consumer/return fraud.
I hear you. We have signs all over the place in our Halloween section and at the registers telling people they cannot return Halloween costumes after Halloween. Well don't you know people still come in to return the items. Our managers, to their credit, have refused to accept the returns.......but one customer complained to corporate and the district manager called to ream out our manager because the complaint threw off the customer feedback metric.
Once again, you do your job and follow the rules that corporate has set and then when the rules mess up a metric the rules go out the window.
I love the end of the season. For summer we get all the pools, lawnmowers, yard equipment, tent canopies and patio furniture back. After Christmas we get Christmas trees, turkey fryers, air mattresses etc. Everyone seems to know that you can return anything at any time so they buy it and use it for a season and return it only to buy it new next year. All the people need to do is complain a little and we take anything back.
My Sears store returns items from over a year ago.
It is all about metrics, metrics, metrics (which customer feedback is one). It all comes down to what metric the District Manager (DM) wants to focus on. We have had three DM's in the last year. One wanted to focus on displays. So we changed all the displays in four departments, either by moving them or eliminating them. Three months later the next DM wanted us to put them back. He wanted to focus on signage. We printed new signs every week for five months. Hours of time and money in labor and paper.
The next DM wanted to focus on payroll and cost. So we were written up for coming in one minute early or leaving one minute late. It got so bad with people getting written up to much and getting fired for working over their schedule that we were told that even if we were helping a customer and it was time to clock out we were to excuse ourselves and find another associate to help them. Who knows how many customers we lost because no one else came to help.
I don't know if it is the store manger (who really has no power) or corporate and their metrics that are the problem.
Our customers are always right. Employees are nothing. Managers enjoy their employees looking foolish.
Bring in all your returns NOW! Store closures are accelerating fast!!
Same thing at KMART ! All the customer has to do is put up a fuss and say they are going to call corporate ..... and they get what they want. I work customer service and I'm so tired of irate and rude people thinking it's okay to cuss at me and treat me like crap. The manager then comes up and approves their refund and they try to act friendly and become chatty as I process their refund....
The managers are afraid of bad customer feedback.