Where do I start. I have to give it to my sales associate Bob. He did a great job and jumped through hoops to get me the product. I bought a Nordic Track treadmill. To save money on delivery costs, I did a store pickup. 1st mistake! Got it home and the treadmill console was warped and had a broken screw. I called Bob and he had a new one delivered. I had to take time off from work, but ok. Got the 2nd treadmill and that too was not working properly. The console wouldn't come out of "floor model mode", the belt wasn't laying flat and making squeaking noises and skipping. Called Bob again, and he said he would set up for a new one to be delivered. I waited two days for a call back that I never received. I called Bob again and asked when the new one was coming. Bob called delivery and called me back to let me know delivery was going to call me to set up a time. Delivery called and two days later I called them back only to find out they had no idea what I was talking about. I told them I have a phone message from them on my answering machine and they told me I needed to set this up through the store, and when I tried to explain to the delivery department that I already did that, all I got was, there was nothing they could do it had to be done through the store. So I called the store, again, and got the assistant manager Ken. Ken is not very customer service savvy. He called delivery and told me the guy he talked to had everything in his computer and all I needed to do was call to set up a date. I explained to Ken that I have already done this and that I would like him to call delivery, since he talked with a guy that had all the information, and have them call me so that there is no confusion. Well what took place was Ken called delivery and then called me on a separate phone and put our headsets together so delivery and I could communicate. Neither I nor the delivery could hear each other. I spent 5 minutes calling Ken to get back to the phone. All in all this went on for 2 hours. What a waste of my time! By this time I am frustrated and just want this to be over with so I told Ken, just return the treadmill. I don't want it or this hassle. He said the store manager, Morgan would have to get back to me that he couldn't initiate the return. Morgan never called the next day. So today I called the store again and asked for Morgan, the store manager, to ask her what was going on. Of course I get Ken, Mr. I'm not into customer service, he said everything was out of his control and that he had no idea why Morgan never called me back. I told him I want the treadmill returned and it needs to be on a Saturday, preferably this Saturday, because I wasn't taking anymore time off. He told me they couldn't this Saturday but would be able to come the 21st. I said ok but it has to be in the morning because I was not going to be at the house after 12. With his wonderful cocky attitude, he told me he cannot guarantee that. As I was trying to tell him, I didn't want the delivery people to waste their time, if I wasn't going to be here, but he just kept talking over me and not listening, so I immediately asked for Morgan. I explained to Morgan the situation, she seemed to understand. But then said something that struck me, implying that they broke store policy having the 2nd treadmill delivered, and I explained to her why is it my fault and why do I need to pay more when you sold broken equipment. It was not my problem nor my fault. So Morgan processed the return and I ask her to send me a receipt. Funny she wanted to snail-mail it to me instead of emailing it. I expressed I wanted to see the return slip before the pick up. She sarcastically said "well obviously, the refund will be done today and pick up isn't till the 21st. Well, I got the return slip in my email (amazing) and they are charging me 100 dollars to pick up a defective broken treadmill. I paid 501 dollars for broken equipment, and they are only refunding me 406 dollars. Not cool! There is no way I am responsible or paying for them to pick up defective equipment. So I called corporate who in exchanged said "I'm truly sorry, but there is nothing we can do, you have to call the store". Aren't you the one I turn to when there is a problem with the store? I guess not. Now we know why they are losing customers and revenue, because they just lost me. I just want to add, this is not a good representation of Nordic Track, two broken treadmills.. I won't be purchasing a Nordic Track either... I know my tale is long but my advise is short. Stay away from Sears especially the Meriden Square, and don't think corporate can help you, because they can't. read more