Resolved Sears.com — complaint against sears.com
I placed an order on Sears.com for a printer in September 2007. They sent me the wrong item 1 week later.
The procedure to fix a wrong shipment is to have UPS pick up item, restock item, then issue a new item (the process can take up to a month.) The only way to get a replacement sooner is to order a new unit and to get credited once the first unit returns.
Not wanting to wait a month to get the correct item, I placed the second order. A few days later I receive a 2nd wrong item. I call to complain, and the supervisor explains that the item is listed on Sears.com, but they do not actually have the item.
2 weeks go by without the item getting picked up and discover that the supervisor never made the request. Another week goes by without pick up and I call again. Another supervisor informs me that the pick-up has been set up incorrectly and must be redone.
2nd item picked up.
I check the refund status of my first order and confirm that the package has arrive. They inform that gift certificate refunds are taking a long time to process.
The item that I had hoped to order is still listed on the site and was also "on sale". I inform the supervisor, but they do not seem interested in the problem.
Confirm that second return has arrived and that I should expect anywhere from 10 days to 2 months to see a refund. Check on the status of the first item and find no new information. "gift certificate refund is in process"
Still no refund. Supervisors promise to check status and send me reply by e-mail. No reply ever comes.
Still no refund. Once again talk to supervisor and do not receive any additional information. Supervisor promises a $25 gift card for my inconvenience.
No refunds or gift card. Supervisors promise to check status and send me reply. No reply ever comes.
Gift card arrives in mail, but card is inactive. Talk to supervisor and am promised to receive a check instead of a return on my gift card for the first purchase. No new information on 2nd purchase. By this time I am trying to record supervisor names and contact information so I do not have to rehash the experience to every person I talk to at sears.com. However, any attempt to get the same individual has not been successful. I always get "they must be at the other location". Any promises from a previous supervisor are regarded with a "they did not know what they were talking about" attitude.
Found a $25 balance on the gift card. Still no check or refund for 2nd purchase. Supervisor claims that the notes on order state that I received the full refund on the gift card. I am able to confirm that there is only $25 on the card. They tell me that Sears cannot issue a check for gift cards as the previous supervisor suggested. They said they will put a priority on the gift cards. Then she stated that the refund for the second item was done incorrectly and that she fixed it and will see the refund in 2-3 days.
A check arrives with the refund for the first item!!!
Call concerning the 2nd item. The record show that a request for refund was made on December 14th. They request that I wait 10-14 days and that nothing can be done to make the process faster.
I also attempt to call Sear corporate in the Chicago area, but only get forwarded to Sears.com.
January 2 2008:
No refund. Call about second item. I am told item was set up for refund on the 26th of December. I get disconnected and call back and get a different person. They have it in the notes as returned, but no refund has been requested. She sends it in with a priority and the 10-14 day wait time.
The complaint has been investigated and resolved to the customer's satisfaction.
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