Sears
Cancelled Order Refund Not Issued, Customer Hung Up On Repeatedly

Regarding order number 462519208.

Online order placed 7 Feb on sears.com, selected in store pick up option. Payment cleared 8 feb from my Paypal account.

After 2 weeks and three emails, no item arrived, called customer service and learn my order had been canceled by Sears. No notification to me was provided. After being hung up on once, I was referred to another representative and they stated that a refund would be processed. Approx date was 24 Feb

Now two more weeks later, and three additional follow up emails, stating that it will take 5 more days to look into my inquiry, I have still not received a refund for a product I never received.

Calling sears customer service again today, 10 Mar. The following has occurred:

-First representative placed me on hold for 4:25, and stated that a re-request (her words) for a refund was submitted
-next, her supervisor told me I should contact the store, because they had to process the refund (in calling the store, they had no record of my bill of sale, order number, or phone number in their system, and commented that it shouldn't be the customer calling and requesting that their refund be processed, but sears representatives)
-next, calling back, after being placed on a brief hold, after going into details about my order, I was told their system was down
-then, hung up and called back, and the next operator (who's system worked fine seconds later), placed me on hold for 43:13... And then hung up on me.

It is beyond unacceptable on how I've been treated, and the effort and time I'm having to expend to receive money that sears has, in essence, stolen from me. Legal action seems to be my only direct course.

Company: Sears
Country: USA

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