I placed an online order for a TV on July 7th. The receipt indicated that the TV would be available for pick up in approximately 11 days. My credit card was charged immediately.
The item was delayed twice. On July 29th, I attempted to cancel the order. Eventually I called the White Marsh store. I was given a cancelation number and told that I would see a credit reflected on my account in 24-48 hours.
The following day I recieved an email that the item was being delayed again. So I forwarded that email to the order area along with this note:
"After several unsuccessful attempts to reach someone, I finally spoke with a representative at the WHITE MARSH location regarding my order. Order # XXXXX Due to the delay in the availability of this product, and the fact that my card has been charged a month prior to the item being made available, I had asked for the order to be canceled. I was assured that the order would be canceled and given a confirmation # of XXXXXX. I was told that I'd receive an email notice verifying this and that my the amount would be credited to my card within 24-48 hours. I have no email verification and would like to make sure that the amount will be credited to my card. The 8.9% finance charge would be nice as well, but I suppose that's a pipe dream. Thank you for allowing me to take my business elsewhere. Everything was handled promptly and efficiently by one of your competitors. Please insure that the credit for the cancelation of order # XXXXX is applied tomorrow. Once again, the confirmation number provided by the representative in the WHITE MARSH office for cancelation is XXXXXX."
I recieved the following reply on July 31.
"Dear Ms. XXXX,
Thank you for contacting sears.com. I apologize for any inconvenience
You may have experienced with your order. I have researched your
Cancellation request and have forwarded your request to the proper
Department. Please allow an additional 24-48 hours to receive
Confirmation of the cancellation. If you have any further questions or
Concerns, please feel free to contact us at the number listed below.
Sears Customer Care
Webcenter AT customerservice. Sears.com
1-800-349-4358"
On August 5th, I recieved another automated notice that my item had been delayed. This percipitated several more calls and another email.
On August 6th, I recieved the following reply:
"Dear Ms. XXXXX,
Thank you for contacting sears.com.
We are sorry to hear that you wish to cancel your store pick-up order. We have forwarded another cancellation request to the store for processing. Once processed, your credit will be issued to the credit card used during the initial transaction. You will receive your credit within 7-10 business days, along with an e-mail notifying you of the cancellation and credit to your account. Depending on your credit card billing date, the credit will appear on one of your next two billing statements. We apologize for any inconvenience this may cause.
We hope you will return to sears.com for your online shopping needs. If you have any comments or questions please contact us at 1-800-349-4358. Thank you for your business.
Rod N.
Sears Customer Care
Webcenter AT customerservice. Sears.com
1-800-349-4358 "
On August 13th, still not having resolution (7-10 business days is unacceptable when it takes 2 minutes to swipe a credit card) I attempted to contact the White Marsh office to verify. I guess you have to talk with Teresa, Jamie (the rudest rep I've EVER spoken with), Katrina, Rita, Jennifer, etc.
Today (August 13) is the first day I've had an email confirmation of cancelation. Hopefully my refund is applied soon.
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