Complaint / Review
Sears Roebuck And Company
Charged twice for same item when one had been canceled as shown on receipt

Over a year ago, we purchased a dishwasher at Sears in Prescott, AZ on our Sears credit card. We have a vacation home in Prescott. We subsequently changed the order to a different dishwasher (within a day) and were issued a receipt of the change. The receipt stated we would be credited on our card for the purchase that was canceled. This was not done.

Several calls to Customer Service did not fix the problem. We visited the Prescott store and spoke to the clerk who sold us the dishwasher; she gave us an address to write to in Nevada, as well as all of the receipts. I made copies of the receipts and wrote a letter to Sears at the Nevada address over three months ago.

To this date, the charge for both dishwashers appears on my credit card bill, with interest accumulating. Here is the letter I wrote to Sears; William is my husband:
1621 N. Thimble Lane
Prescott Valley, AZ 86314
October 18

TO: Sears MC Billing Disputes
PO Box 6922
The Lakes, NV 88901

After calling your Customer Service office about this problem to no avail, I subsequently went to the Sears store in Prescott, AZ and spoke to the original sales associate (Laurie Walker #2402) about it, and she suggested I write this letter. She and her Brand Central Manager, Paul Heglin, are both aware of the problem and furnished me with computer printouts of the transactions. Laurie also called the Sears offices and was told that a letter would have to be written to the above address to clear up this matter.

In October I ordered a dishwasher for pick up at your Prescott store. Subsequently, we canceled that order and placed another one for the same dishwasher to be delivered. However, in spite of telephone calls to Sears, I have continued to receive bills for two dishwashers, even though one had been canceled.

About two weeks ago I visited the local Prescott Sears store and spoke to Laurie Walker, our sales associate, about the problem. She looked up the sales in her computer and provided me with the enclosed receipts indicating that we had indeed canceled one of the dishwasher orders over a year ago.

I would sincerely appreciate your deducting the charge for one of these dishwashers from my bill, as well as any interest accrued thereon.

Very truly yours,
William *