To whom it may concern,
I cannot begin to explain how disappointed I am with your parts department cancellation process. I initially placed an order by calling and requesting a part for my Kenmore refrigerator (water filter #9002) the agent placed the order and at no time gave me cancellation requirements. I was e-mailed the order information, which did not explain your cancellation process.
About 20-25 minutes later I called back in to cancel the order. I was told to hold and was transferred. After waiting on hold again I was transferred again, only to be told abruptly that there was no way the order could be cancelled. I would have to wait for the part to be shipped and then call back in and request a return authorization, then once the part was back they would credit me back. I tried to reason with the agent but they would not budge and wasn’t accommodating. I disconnected the call and went to the Internet in search of a complaint line for sears…only to find many of them. I called 1-800-795-5030 and chatted briefly with an agent only to be transferred again. I finally got to Nikia (#200246) she explained to me once they press the button it goes to the manufacture and there was absolutely no cancellation available.
So here is my complaint…your company is large and well known. To explain to a customer that has been loyal to sears that there is nothing they can do is unacceptable. I work for a large telecommunication company and deal with parts orders for customers. I would have bent over backwards to assist a customer that no longer requested an order. There is always a way to cancel it, even if it is time consuming.
So I asked for a way to voice my complaint and was given an address. I will post this online for others to read in hope that others will find out how difficult it is to cancel with your parts department. I guess in all honesty I will not even get a response from you so I will make sure I stop shopping with sears in general.
A once loyal customer