I purchased a stove and microwave at Sears in Ruston on a Monday. They did not have in store, so they made me pay upfront and told me the stove would be in on Friday and the microwave would be in on the following Tuesday. The receipt had that the items would be in on Tuesday.
Waited until Tuesday to pick up both, but store said that the stove was on backorder and might be in the next Friday. My wife explained that we needed the stove since ours was out. She asked about cancelling the order and getting our money back. He told her that it would be two weeks for us to receive a check from Dallas.
I called the Customer Service Departmet at Sears and the girl I spoke with took my information and called the store to see if he would just give us a Sears Gift Card so that we could go to another Sears in Monroe to purchase the stove that they have in stock. He refused and she said that he was very rude and short with her. I told her that I was not satisfied and that they promised to satisfy guaranteed. She told me to call corporate offices and ask to speak to the District Manager.
Called the corporate office and spoke to a very rude lady about my problem. She said that they offered to refund by check and that is how they will satisfy me. I told her that in order to satisfy me, I needed the stove that I ordered, and I would like a gift card to be able to purchase the stove today, not two weeks later. She said that no one at the corporate office had the power to tell a store manager what to do. That they leave the decision up to the individual store. I asked how they could guarantee satisfaction, and she replied "we've tried to satisfy you." I told her that I would not ever shop at Sears and she said that was fine.
I feel that Sears should have tried harder to accommodate my request instead of telling me that I must be satisfied with their rules that are not clear until they make them up. There is nowhere in the store I can find that says that refunds take two weeks and are made by check from Dallas. I feel that they are trying to punish me for cancelling the order. If I would have been told up front that it would have taken this long I would have never purchased.
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