Complaint / review text:
I was to make my last payment on my layaway but totally forgot. BTW I gave my e-mail so that I could get reminders but never 1x did I get one. The LAYAWAY Order # is 093001741965 I logged in on the evening of November 11th to make the payment but found that the site was down for maintenance; I keep getting a message saying the site is being updated to provide me with more services... I logged into my SHOP YOUR WAY REWARDS AREA and found an OPEN ORDER area where it said I had no open orders. I did find my layaway in HISTORY so I obviously it has been canceled. I googled and found the layaway policy online and found that the policy stated that my order would be returned to stock after the 7th day of the late payment which I calculated as the 12th but it was cancelled on the 11th. My fault I know.
Since it was my fault that I was late I resigned myself to the cancellation but then I began to try to figure out how to get my refund. My plan was, at that time, to get the refund minus the cancellation fee and then purchase the items outright at SEARS. Silly me, I thought I could go into the store and get the refund. I could find NO information online about how to get a refund and stumbled upon this site and a few others where people complained of a total runaround when trying to get their funds back and now I am scared.
I had so much trouble even starting this layaway online. I submitted the order and then got a messasge to call an 800 number URGENTLY. I did and I was asked some identifying questions about myself which apparently, I managed to answer incorrectly. When I asked how I could answer truthfully but incorrectly the CSR was rude so I asked for the supervisor. She refused and when I insisted she actually said, "Why bother, she's just going to tell you what I told you?" I finally got the supervisor and she asked me some more identifying questions and was convinced that I was me. Cutting the story of the ordeal short, the original CSR actually CANCELLED the order when, according to the supv., she should have waited until the supv and I were done. I had to replace the order.
After all that, I couldn't log in to make the payment on time and now I'm ASKING FOR SOME help so that I can buy our families only gift for the holidays.
This has not been the same Sears that I've known for years. From home repair on our Kenmore appliances to this layaway ordeal customer service has been severely lacking. CAN YOU PLEASE help me. It is mid November and I don't feel as if I should bed forced to endure calling the 800# for rude treatment. I really hope Sears joined this site to address the horrid customer service.