Sears
Rebate Center Rebate claim rejected for non-compliance, but never told me - too late to re-file?

On April 12th we bought a new refrigerator, with the promise of a $75 rebate to reimburse the cost of delivery. I repeatedly attempted to file the rebate online, but each time the online system gave me an error (did not recognize the program number). Finally I called, and was told (after numerous questions and being on hold a long time) that there was a problem with the online system and I would have to file by mail.

I mailed my rebate form on April 26th (the deadline was 5/12/08), along with all required documentation, and expected to wait 90 days or so to get my rebate.

About 90 days later I still hadn't received the rebate, so I went online to check. The online rebate center told me my request had been rejected on 05/09/08, with the following message:

"The receipt submitted was either damaged and unreadable or missing critical information and we could not validate your rebate.
A noncompliance notice has been mailed to you with details and further instructions. Resubmit by 05/29"

I never received their "noncompliance notice". The rebate form included both my phone number and my email address, but I was never contacted by those methods either. It is now well past the "resubmit" date.

There's a phone number on the web page for "any additional questions": 1-866-797-3277 (I assume this is the same number I called at first when I was unable to file online, but I can't remember for sure). Since it was past the "resubmit" date, I didn't expect to have any recourse, but figured I should at least call and complain. The first several times I called, I got a busy signal.

Finally, WHILE SITTING HERE typing this report, I got through, and after pressing "0" in the voice menu, I spoke with a live person.

The person I spoke with told me the receipt I sent was damaged and unreadable - then put me on hold for a short time. When he came back on the line he apologized and said "it appears we have all the information to complete your claim. We will issue a check for $75, which you should receive in 2 to 3 weeks"

I filed this usacomplaints.com intending to complain that I'd been robbed of $75, but now, well, I guess I'll wait and see if I get a check in a few weeks...

All's well that ends well, so maybe I shouldn't complain after all, but I have to wonder if all the frustration is designed to deter the customer from making that "one more try" phone call that gets results.

Company: Sears
Country: USA
State: Nebraska
City: Omaha
Phone: 8667973277
Site: www.sears.com/rebates

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