We've been embroiled in a 2 month odyssey to obtain a simple $100 refund from a Sears online purchase. They never shipped the order, but charged our card within 2 days. Although they acknowledged it wasn't shipped, they refused to cancel our order or refund our money. After many polite phone calls and emails requesting the order be cancelled and our money returned, we were finally assigned an individual from the Sears Blue Ribbon Customer Service team. This person sent us hand-written emails stating that they were the only person we should deal with moving forward. Then, we heard nothing, no responses to our emails.
Soon after, we starting receiving 3 form-letter emails per week stating that they were "looking into the problem" - these came from a different person on the Blue Ribbon Customer Service Team. Finally, this week, we received a post card that they had attempted to get in touch, and to please call them. When I called, I was told that we could only talk to the person who had been sending the form letters incessantly. I asked them to please have her call me when the issue had been resolved, as it appeared that absolutely nothing had been done to resolve the problem.
When she called me, she began by chastizing ME for not contacting her, even though she never requested we contacted her. When I explained that we were told to only deal with someone else, she said it had been "escalated" to her. Maybe they should have told us this! Instead of addressing the issue, she seemed determined to fight about how I was at fault. When I finally was able to get her to address the original order issue, she said she hadn't followed up on it, because she didn't know what we wanted - apparently she had never read our four emails that stated EXACTLY what we wanted, even though she admitted to having them.
After all this, she finally cancelled our order, and said we would receive a credit - with the warning that if they credited us more than once in error, we would be billed for the multiple credits. They can't issue a single $100 credit without making a mistake??!?
There was no apology, no effort to make it right, just trying assess blame against us when she did not do her job for 3 weeks. We've spent thousands of dollars withSears, K-Mart, and Land's End over the past several years (heck, we even registered for our wedding at Sears), but we will never purchase from them any of them again. All over a $100 purchase.
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