On September 14 we purchased a computer off Sears.com. Prior to the order being shipped we changed our mind and called their customer service line to cancel the order. The operator we spoke with told us her computer was down but that she would try to cancel it once it came back up. However, we could just refuse the delivery once UPS tried to deliver or we could return it to any full-line Sears store.
A week passes and one day we return home to find the computer sitting on our doorstep, left by UPS while we were out. I called both local Sears stores and was informed that since they do not sell computers, they can not accept the returns and that I would have to return it directly to Sears.com. I immediately called Sears.com and explained the situation, they apologized and admitted the error and said they would issue a UPS call tag for the return. UPS comes about a week later and picks up the computer. A few weeks later we return home to find the computer back on our doorstep. The notes on the box stated that the shipper had refused the delivery. I immediately called Sears.com and was informed by the supervisor I spoke with that I didn't have a valid reason for the return therefore I was stuck with it. I told her that being a previous employee of Sears I was not aware of them needing a specific reason for returning something.
I then asked my husband to deal with this problem so he calls Sears.com. They apologize to him and agree to issue another UPS call tag. A few days later we received an e-mail from a customer service associate at Sears.com asking for the reason for the return. I explained that the computer was not needed and we had no use for it. They responded that it wasn't a valid return reason and that furthermore, 30 days had passed from the time of purchase and we could no longer return the package. I called and spoke with customer service at Sears.com and got absolutely nowhere. Regardless of the fact that we had attempted to return the package numerous times well wihtin the 30 day time frame, they were refusing to return it.
I obtained the number for Sears National Customer Relations. I was told that they would certainly solve my problem. The man I spoke with apologized profusely for our problems and assured me they would remedy the situation. He places me on hold to speak with another department and we waited 20-30 minutes for them to pick up the line. When they finally get on the line the man tells me again that they would fix everything before transferring me. The woman I speak with apologizes for my problems and then proceeds to tell me that it was over 30 days, there was absolutely nothing I could do to return the computer. I explained how long I had tried to return it and that it was well within the 30 days, she refused.
I then tried to call Sears Headquarters, they transferred me back to Sears.com customer service who informs me again it's over 30 days, no return. My husband then calls Sears.com, they apologize to him and offer to issue another UPS call tag. UPS comes and picks up the package back on November 14. I was just informed today that the shipper has refused the delivery and that UPS will be sending the package back to us.
UPS also informed me that to refuse a package you simply call them and they come pick it up, fine time to tell us that now. No one mentioned that before!
We're now stuck with a $750 unopened computer Sears.com refuses to return.
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