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Custom Framing In The Great Indoors

(972) 726-9155

5000 Alpha RdDallas, TX 75244   map »

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Misleading Online Ordering and Returns Process, 2/10/2011

I purchased faucets online, and The Great Indoors had the best price, was a "Sears" company, and I trusted that fact. I looked at the return policy on the website and it stated I could return items... to any Sears, just like I do with Land's End etc. TGI's was actually offering a weekend discount, so I thought I was saving several dollars over Home Depot/Lowes Online. One of the faucets needed returned. Within days (1-2), I tried to return, but was given the run around. I was told that a "vendor partner" shipped the product, that I could not return to Sears, and that I would be paying a 15% restocking fee. That made me nuts, but I had to wait for the "vending partner" to contact me via email for an RMA, possibly, and the address--48-hours. Six days later, no contact, so I called Customer Service again, was now told the vendor had 5-7 days to contact me to provide an address for return. I was not happy. A manager did get on the telephone, issued a credit immediately, did an override on the restocking fee, because I explained that the "Sears" online ordering screen was misleading, and she said the vendor would be contacting me. I do not recommend online ordering via The Great Indoors store, discounts or not. The return process is frustrating and inconvenient!

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gr8expectations

Reviews: 17

Misleading Online Ordering and Returns Process

I purchased faucets online, and The Great Indoors had the best price, was a "Sears" company, and I trusted that fact. I looked at the return policy on the website and it stated I could return items to any Sears, just like I do with Land's End etc. TGI's was actually offering a weekend discount, so I thought I was saving several dollars over Home Depot/Lowes Online. One of the faucets needed returned. Within days (1-2), I tried to return, but was given the run around. I was told that a "vendor partner" shipped the product, that I could not return to Sears, and that I would be paying a 15% restocking fee. That made me nuts, but I had to wait for the "vending partner" to contact me via email for an RMA, possibly, and the address--48-hours. Six days later, no contact, so I called Customer Service again, was now told the vendor had 5-7 days to contact me to provide an address for return. I was not happy. A manager did get on the telephone, issued a credit immediately, did an override on the restocking fee, because I explained that the "Sears" online ordering screen was misleading, and she said the vendor would be contacting me. I do not recommend online ordering via The Great Indoors store, discounts or not. The return process is frustrating and inconvenient!

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