I placed an order on Sears.com for a printer in September. 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.
Early October:
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.
Mid October:
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.
Late October:
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"
Early November:
Still no refund. Supervisors promise to check status and send me reply by e-mail. No reply ever comes.
Mid November:
Still no refund. Once again talk to supervisor and do not receive any additional information. Supervisor promises a $25 gift card for my inconvenience.
Late November:
No refunds or gift card. Supervisors promise to check status and send me reply. No reply ever comes.
December 1:
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.
December 14:
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.
December 17:
A check arrives with the refund for the first item!!!
December 24:
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:
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.
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