On Nov 16 I purchased a Acer computer from Sears.com. My order confirmation came back that the computer would be delivered on 11/21.11,21, 07 arrived and I received the carrying case for the computer but no computer, I called customer service and was told that due to the holidays the computer would be shipped out late, but I should have next week.
On 11/30 I called and was told that the vendor has 28 business days in which to send me the computer and that my order confirmation told me that, I told her no where on there site or my confirmation did it say that. She said give it to next week and you should have the shipping information.
On 12/10 I called Sears and was told that again they vendor has 28 days to ship the computer and that due to the holidays things are late, but I would get it by Christmas. I explained that I needed a definite date, because I couldn't cancel the order or get a refund, I was also told again that my confirmation said that, no it didn't. Also, Sears site never mentions that the computer is coming from somewhere else, if I had known that I wouldn't of bought the computer from Sears. The manufacture is Acer, so I called there number to be told that none of there suppliers are selling this computer.
I called Sears back and told them what I found out and immediatly was told to call there National customer hotline. I did and spoke with a woman who gave me all of the same info that I was told previously. When I told her what I was told about the computer not being sold by any of Acer suppliers, I was then placed on hold for 40 minutes. I was told that they had no way to contact there vendor and that they could only send email to them, but that they didn't know who the vendor was. I explained to her, that you would have to know the vendors name if your sending email to them, and of course your paying them. She again placed me on hold for 20 minutes, and then I was transfered to a supervisor, who said i could get a refund but it would take 7 working days.
I will never ever buy another product from Sears online again. Customer service kept saying there hands were tied and that they could only email the vendor. The webiste does not say that these items are being sent by the vendor and not Sears, and customer service has no idea whats going on because for the last 20 days I have been given different stories by different people.
As of today, i was told by Sears, I now will not receive my refund until 12/28, thus ruining Christmas for my niece. All I get is your right, we understand we apologize, but we have to follow procedures. They say I shouldn't have been given a definite date, because they never know how long it will take to refund something. Sears hasn't even contacted the vendor to get the credit for themselves, without the credit I can't get my refund. They take your money quick enough, but could care less about refunding your money in a timely manner. Apparently the vendor is more important then the customer, because they are relying on a vendor, who could care less, and probably doesn't even have this computer then keeping the customer happy.
Sears motto for Christmas, making a wish come true, right, they just dashed the Christmas wish of a 15 year old.
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