Restocking fee??

[mom of princessx2]

We bought 2 water heaters, softner, and whole house filter last weekend then found out our builder is going to come out and look at our current water heaters to see if there is anything he can do (house is 4 years old). We called to cancel the others and have been told we have to pay a 15% restocking fee??!!
We specifically asked and were told we could cancel up to 2 weeks. We haven't even picked them up because we couldn't borrow our friends truck until this weekend.
According to the receipt, restocking is for open electronics or special orders which ours was neither of those to my knowledge.

Has anyone ever gone through this and came out on a happy note??
We have been told to call back tomrrow and actually talk to our sales person because it is up to her?? Don't understand that either.

 

[msmayor]

Where did you purchase them? Specifically what is the language on the receipt?

 

[An_Island_Girl]

Remember too that a "special order" is for anything they might not have in stock at the store at the time you ordered it.

 

[hiddenj]

Remember too that a "special order" is for anything they might not have in stock at the store at the time you ordered it.

ITA. I know it's annoying but it is likely the store is getting hit with a restocking fee from their vendor. If it was an item that they didn't order for you, then I would agree that the fee should not be charged if appliances are not included in their written return policy.

 

[mom of princessx2]

The store is Sears and the items are Kenmore so would there be an outside vendor involved? Even though, the guy told us we had 15 days to cancel.

Also, when we were in there earlier in the day, we told the lady we talked to that our basement was finished and we didn't know if we could put in a softner and she said we could purchase the items to get the extra 5% off and if it didn't work we could return it. Never were we told about a restocking fee or that they were special ordered.

 

[sharbear]

Go back to the store and talk to the person who sold you the items. You could call over there but I'm going to tell you that talking to someone in appliances on the weekend before xmas is not going to happen. You could try though but it's going to be busy and nobody is going to answer the phone.

It's better to talk to someone in person. If the person who sold you the appliances is not there, ask to talk to their lead. Don't give up and state your case.

I don't know if you got the wrong information but the information you got on the phone doesn't coincide with your receipt or what the sales person told you. I would try to fight it.

Not to put down Sear's but I don't think you always get the right information. It's also the weekend before Christmas and I wonder if you talked to someone who doesn't know the policies.

 

[John In Illinois]

I have good news for you. There should NOT be a restocking charge in this instance. And I speak from a position of knowledge on this one. I am a Store manager for Sears, and this item absolutely should not qualify for restocking if you never took it out of the store.

If the Sales Associate seems to be reluctant, ask to speak to the Manager On Duty. They will make it happen for you.

Hope everything works smoothly for you, and thanks for being a Customer !