Long story. We purchased a grill on 09 Oct, 2006 at the Key West store. After lengthy assembly process, grill didn't work. My husband has put together dozens of grills in his lifetime. Phoned the store - and after many tries, they never answered the phone til maybe 10 - 15 minutes of allowing the phone to ring. Finally got someone and she said 'hello' then hung up. Phoned back (redial) and allowed to ring another 10 minutes then same person answered then properly and transferred to a male salesperson. He said we should talk to a manager (name: Darryl Ennis). Manager called back. Talked to my husband. My husband asked them to bring another assembled gril for even exchange (since it had been at that point maybe 5 hrs since we bought the faulty grill). Manager refused. He said they'd charge $65. That was ridiculous since we're 3 miles from the store but, since the grill was now assembled, it wouldn't fit in our vehicle like the box did when it was unassembled. My husband hung up but didn't get the manager's name and I phoned back to get it. Again a 25 minute wait with phones not answered. Finally someone answered and agreed to have manager phone. He was immediately rude to me. I got his name. That seemed to upset him. I asked what the procedure was for return and he then said he and only he would decide if the gril could be returned or exchanged, based on his evaluation of damage. ??? I told him it hadn't worked, my husband went through troubleshooting procedures, and we found that the grill was not only NOT functional but dangerous because of gas spewing into the air in a faulty 'joint' or valve. He then accused us of trying to 'patch' something that we'd broken. He got loud and was very abusive. He said he'd not guarantee any refund nor would he guarantee that he would even take it back without a substantial 'restocking fee'. I explained we were unable to carry it now that it's put together and he was unsympathetic. I asked for the name and number of the supervisor who was at the district level over the store. He refused to give me a name or number. The next day, I phoned the office of the CEO of Sears in Illinois. I spoke to a woman in his office, who said she'd handle it. A few minutes later, someone called from their Regional office who said in light of the problem with the manager, they'd have someone from District phone. No one ever phoned. 48 hours later, still nothing. I phoned the CEOs office again. They said that the so-called manager at the store had phoned and told them that we were lying and that we'd 'patched' the grill. !!!The woman in the office said they'd have a service person come out to see about repairing or to give their estimate of what happened. The service person didn't come til Saturday, October 14th. When I explained this to my husband that evening, he was furious and asked me to phone back and lodge an official complaint against the store manager and the store policies. I did so and the woman I spoke to in the Executive Office this time was awful. She said that they weren't going to spend (waive) a $65 fee to have a grill exchanged. So...I see this pathetic attitude of Sears' comes from the top. They are not willing to do what it takes to make a problem right that is caused by their own faulty appliances and their own rude managers. So, the serviceman came and looked at it and said it didn't work and recommended we take it back. We had to rent a vehicle in order to return the damn thing. We did get our refund. We took the money and bought a far better grill, all stainless steel with a FULL cabinet underneath, for only $20 more at Home Depot - ASSEMBLED!!! Thanks to this ugly experience, we will never go to Sears again. In passing the word around town, we find many others with similar experiences with the SAME GUY!!! We're both in our 50's and have always done business with Sears, and estimate we've spent well over $60,000 in our lifetime with Sears. Never again. They appear to be running long-time customers off left and right. By the way, this is not the first problem for us with the local store. Over a year ago, we had a problem with a manager there when we bought a large generator. We had an other awful experience in 2003 which I might detail in another post and the manager ended up calling and begging us to give them one more chance, even tho we chose to drive 360 miles round trip to buy two flat-screen TV's in Miami rather than go 3 miles to the local Sears store. The problem is (1) their applicances / grills / tools aren't what they used to be (2) their managers are unwilling to accept responsibility for their own actions (3) their corporation seems to be willing to screw the customer rather than to do the right thing and back their products.