Sears, Sears.com
Cancelled Dishwasher Order Never Refunded After Weeks of Calls

I'm very disappointed with Sears customer service, so far I wasted much of my time on this issue and still didn't get a solution. I placed an order on 11/28 to buy a Kenmore dishwasher, then the price was dropped on 11/29. I called customer service on same day to get a price match, they told me the request has to go to different department and will take 6 weeks to reach a decision and the refund will be in a form of gift card (not cc refund). I was told the easiest way is to cancel this order (which should be straight forward issue) and have new order with the new price, so I agreed on that and they told me the order is cancelled and I'm all set.

Two weeks later I checked my credit card and there was still no refund. I called again and was told the order is still not canceled although it shows it was requested to be cancelled on 11/29 and they don't understand why this happened. I talked to supervisor called Dawn who had bad attitude and couldn't be more careless, she said the order is cancelled now and should get refund within 3- 5 days.

One week later, I called again and was told the order still not cancelled and with no explanation and should be cancelled within 24 hrs. Finally I called for the fourth time today and still didn't get my refund (promised to get it on 12/29 which is exactly one month after I first called to cancel the order), after all these phone calls and all the time I wasted calling Sears and talking to incompetent rude supervisors.

I don't trust them any more, and I called my credit card company and disputed the charge. This was very bad experience buying from Sears. I'm seriously considering returning the dishwasher for refund. I feel they intentionally did this to keep the money as much as possible, and I still didn't get any clear explanation till now about what went wrong. They didn't even apologize for this, which really upset me. I have more purchases to do for my home, but I will never buy from Sears any more, very disappointing experience.

Company: Sears, Sears.com
Country: USA
State: Illinois
City: Hoffman Estates
Address: 3333 Beverly Road
Phone: 8003494358

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