Sears Refuses To Refund $1070 For TV They Never Delivered

Update: one day after being posted here, the issue has been resolved. Sears strikes again! They sold Tom a TV for $1,070 on Black Friday last November. “Of course, it wasn’t in stock but they assured me that they could order it,” he writes. They were never able to deliver it, however, so finally Tom arranged for a similar discount on another TV and bought that one instead.
 
Now it’s four and half months later, and Sears still won’t remove the charge for the original out-of-stock TV from Tom’s Sears Card.

I would like to inform you of a problem that I’m having with Sears. I purchased a TV from Sears on Black Friday. They had a TV with a steep discount and I bought it. Of course, it wasn’t in stock but they assured me that they could order it. As I was leaving town in a few days for a week of vacation, this was not a major concern.
 
Upon returning from vacation, I contacted Sears and my TV was still not in. I waited another week and the TV was still not in. So, I complained to the manager and after several terse conversations they agreed to offer a similar discount on a different television. I purchased the new TV and left happy.
 
However, as of Monday, April 14, 2008 this TV still has not been refunded from my Sears Card. I have called the Sears location and Sears Cardmember Services numerous times. I have been consistently met with what can only be described as a systemic and calculated effort to prevent me from resolving this matter. Letters have been ignored or claimed to have been lost. I have been disconnected and/or hung up on repeatedly.
 
Did you know that Sears Cardmember Services dispute department doesn’t have a hold queue? Yes, you read that right. If you get transferred to “Disputes” and they don’t have an available operator, you get hung up on. But I’m sure they’re taking this matter seriously. I’ve spoken with two people (Juan and Tanaka) that flat out refused to let me speak to their supervisor.
 
I’ve repeatedly contacted the Sears at Chesterfield Mall where I purchased the television. When you ask for the manager her extension rings repeatedly with no answer and then hangs up on you. Apparently Sears retail frowns on voicemail as much Sears Card does.
 
I’ve spoken with someone claiming to be the Manager On Duty named Rob. He told me a month ago that he had refunded my money. So imagine my surprise when I received a letter on Friday, April 11 stating that Sears Card had rejected my dispute.
 
I would challenge Sears to produced one piece of evidence that shows that I picked up this television. Personally, I don’t think the TV ever shipped to the store. When I went in to buy the TV that ended up with, I inquired about the original model since it was still prominently displayed on the floor with a sale price. I was told that it wasn’t in stock. Having a steeply discounted television displayed that is unavailable for purchase sounds dangerously close to “bait and switch” to me, but I’m not a lawyer.
 
All I want is for Sears to refund my $1,070.74 plus any interest and/or late fees that have accumulated and they refuse to do it. I never picked up this TV as it never arrived.
 
Any help you could give me in rectifying this matter would be greatly appreciated.

Tom, we don’t have reliable Sears contact info at the moment. (Can anyone remedy this?) Last summer we posted the email address and potential phone number for then-CEO Aylwin B. Lewis, but he’s gone we don’t have any new info. You could try

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  1. IphtashuFitz says:

    This is one reason why I refuse to use store brand charge cards. I would have bought this on a major credit card (visa, mc, etc) instead. Then it’d be a simple case of just calling up and demanding a chargeback.

  2. APFPilot says:

    small claims court?

  3. oakie says:

    wow, i guess i’ll forgo my previous plan to buy a full craftsman tool kit for my garage and just call the MAC distributor.

    after all of the complaints as of late about Sears, this one takes the cake, and based on the info provided, seems legit. that was the final straw for me… time to boycott and ensure their days on their last leg don’t last long.

  4. edrebber says:

    You need to send a lettter, “Certified Mail”, “Return Receipt Requested”, stating that you wish to dispute the charge because the merchandise was never delivered.

  5. r081984 says:

    I would have filed in small claims by now.

  6. acknight says:

    Isn’t Sears’ card division now part of one of the major card companies?

  7. theora55 says:

    Call your state Attorney General. Their phone number will be on the state’s website. Every state has a consumer protection office, not necessarily with that name. Small claims court may also be a good approach.

  8. b612markt says:

    Truly sickening – what’s wrong with them? Agreed – sue in small claims.

  9. laserjobs says:

    Sue in small claims court and send the papers to some podunk Sears catalog office just for fun.

  10. acknight says:

    @me:

    Sears Cards are through Citibank… perhaps try direct Citibank customer service?

  11. tande says:

    Yep, the sad thing is that this happens every day in Sears. Heck I worked at a ‘B’ store in a smaller city and issues like this probably came up daily there alone.

    There is no communication between any level of Sears anymore. People on the floor can’t get to people in the back. People in the back can’t ever get anyone on the floor. The whole ‘MOD’ (Manager on Duty) system is ridiculusly flawed and the hardware they relied on was hopelessly out dated so you can’t get a hold of a manger, ever.

    Thats just within the store. You try and talk to some one at another store and they’re doing everything so differently that its like pulling teeth to ever get the answer you want.

    Don’t even think about trying to get to one of the outside ‘services’, credit, repair, distribution, etc. Once the merge they sold all of that off and now the store staff has just as much pull, if not less, then the customer does when dealing with those places.

    At one point they were trying to streamline our stock with K-Mart so that if we were out of something we could send them there but that ended up just being a way to get the customer to waste gas because, again, the communication at K-Mart was so bad that no one ever knew what was going on so they’d come back to Sears and yell and we’d call K-Mart, get everything set up, send the customer back, and he’d still end up back in our store because they’d still screw it up.

    The customers know that Sears is circling the drain, they tell the associates every day how bad its gotten.

  12. Sideonecincy says:

    Contact the Sears store and ask them for the National Customer Service number. I don’t know it off the top of my head. Whenever you call them, they are good at resolving the problem.

    I work for Sears, it is unreal to see how business is conducted by such a large corporation.

  13. Beerad says:

    +1 for small claims.

  14. jblake1 says:

    There are 3 levels of service provided by Citicards to Sears Card members. They are referred to as “gates”. You generally have to pass through one gate to get to the next one. The first gate is the main gate, it is where all calls to 800-917-7700 are directed. If a Sales/Customer Service agent who answers the main gate is unable to offer you a resolution and you ask to be transferred to a supervisor you are then passed onto the assist gate. The assist gate is staffed by employees who have worked the main gate with Citicards for sometime (supervisor requests are sent to assist agents not a supervisor). The agents working this gate are usually very knowledgeable and have wide latitude to make adjustments and corrections to accounts. (however since you have a protracted dispute I suggest you go one step further) The next level is the presidential gate and you probably wont be able to speak with someone via transfer from the 1st two gates but you can try. In most cases it requires written correspondence in order for the presidential gate to assist you. Call customer service and ask for presidential or the address. Make sure you save copies of any correspondence, use certified mail, and gather the names and id numbers of the people you speak with. Good luck!

  15. Pro-Pain says:

    If Sears cards are through Citibank now, this OP is screwed. My experience with Citiscrew was AWFUL. They don’t do chargebacks with companies they are in cahoots with. WATCH OUT CITICARD HOLDERS!!!

  16. BlondeGrlz says:

    I tried to buy a saw at Sears. They had one on the floor, a picture of one in the catalogue, but none in stock. No, they couldn’t order one, some sort of lock in the system. So I could see the Sears saw on sale, but they couldn’t sell me a saw. It’s a Sears tongue twister of failure.

  17. Seth_Went_to_the_Bank says:

    I really wish that Consumerist would sometimes suggest the very effective and very simple method of: writing a short and polite letter to the CEO of the company and mailing it.

    This still works wonders, especially when the company is clearly and 100 percent wrong.

  18. Seth_Went_to_the_Bank says:

    Interim CEO and President of Sears Holding Corporation :

    W. Bruce Johnson

    Sears Holding Corporation
    3333 Beverly Rd
    Hoffman Estates, IL 60179

    Phone: (847) 286-2500

  19. Buran says:

    @Seth_Went_to_the_Bank: Without contact info, they can’t.

    Can the OP go back to Chesterfield and complain in person? You’re harder to ignore when you’re standing right there.

  20. Buran says:

    @Pro-Pain: Who shall I avoid, or use a different card with?

  21. benh57 says:

    like others said – small claims.

    filing in small claims is easier than you think!

  22. Pro-Pain says:

    @ Buran? Capital One maybe? j/k. My post was simply a warning as a lot of people are chargeback crazy on here. Citi won’t do chargebacks with companies they do cross business with. Ex: Best Buy. I DARE you to receive a succesful chargeback with Best Buy using your Citicard. They will give you a runaround like you wouldn’t believe…

  23. dmolavi says:

    [finance.yahoo.com]

    i’ve been screwed by sears before. i typically follow this method:
    1. BBB Complaint
    2. Letter by certified mail
    3. EECB
    4. Small claims filing (if 1-3 don’t work).

    They screwed me on a $12000 home improvement, as well as refusing to honor an advertised price. Both times, I was able to get the situation fixed before filing a claim.

  24. Buran says:

    @Pro-Pain: Nah, what I meant was “what companies do they do business with?” Looks like Best Buy is one; yet another reason to not go there.

    I only do chargebacks when I’m being defrauded, but I’d rather not have to worry about it.

    Fortunately, I’ve got three credit cards (all paid off monthly, before anyone gets after me for that!) and if I do need to shop at such a place, I can use someone else’s card…

    Anyway, thanks!

  25. Hawkins says:

    [disclaimer: I have no idea what I’m talking about]

    File in small claims court. Serve the papers AT YOUR LOCAL SEARS store. It is likely that whatever $9/hour manager you serve the papers to will do nothing, and Sears won’t show up in court. The judge will listen sympathetically, will examine all your documentation, and then grant what I think they call a default judgment in your favor, for the full amount, plus late fees and interest. And if you can document how much time you’ve wasted on this, they’ll even grant you some reasonable compensation for your time (like maybe $15/hour).

    You don’t need a lawyer (in a lot of small claims courts you’re not allowed to bring one).

    Now that you have the judgment, hope that they’re stupid and don’t settle.

    Why? Because after 30 days, you can get a writ of execution from the court, with which you can create all manner of merriment involving the seizure of their assets.

    Example: Some states allow a “till tap,” which means that you and the Sheriff march down to Sears and simply seize cash from the register to satisfy the judgment.

    Google “collecting on a small claims judgment” for more fun ideas.

  26. Small claims all the way. Ask for the price of the TV, any interest or charges, or fees. You might be okay with just that, but I’d include the “time” you put in trying to get your money without going to court. Pay yourself whatever your job pays you. If you make $10 per hour and spent 10 hours trying to fight for your tv/money back. Ask for an extra $100. It isn’t the $100, it is the principle that you had to waste your time.

  27. TPK says:

    @Hawkins: Ohhh, that “Till Tap” thing would be soo much fun!!!

  28. FightOnTrojans says:

    I had a somewhat similar problem with Sears. I went in before BF on one of their special pre-BF sales, and ordered a TV, which they immediately charged to my Sears-branded Citibank credit card. I didn’t have the card with me, but they were able to look me up in the “system” and charged it to the card. Of course, they didn’t have the TV in stock, so I would have to return later. BF rolled around and I found a better deal at Fry’s, so I bought that one. I called the Sears store to cancel the order. They told me that they couldn’t do that over the phone because they couldn’t prove that I was the person that I said I was, and therefore they can’t process the return to the credit card. Mind you, “proving I was who I said I was” at the time of purchase was answering a few questions about address and phone number, not showing ID. Telling them this got me nowhere. So yes, I had to go down to the store, give them my receipt, which they scanned, punched a few buttons, and *voila* sale voided. Why they couldn’t do this over the phone, I will never know. Reading the comments from the former and current Sears inmates… errr… employees leads me now to believe that it is the jacked up system and rules in place and not so much that the store is staffed by incompetent employees. To those employees at the Sears store where I returned the TV, I apologize for my bad mood that day.

  29. JerseyJarhead says:

    Forget suing, file a criminal complaint for fraud with your state’s AG. Also contact your state’s bureau of consumer and regulatory affairs, and your local TV station’s consumer help desk (not all have one but many do and they often enjoy showing up with a camera and causing ripoff artists to soil themselves).

    Sears is attempting to collect money from you for merchandise that was never provided. You can make it a criminal matter not a civil one.

  30. jblake1 says:

    A Sear’s store is not an appropriate venue to serve a summons. In fact serving a store would nullify the summons. Notification of a summons is delivering a copy of the summons and of the complaint to an officer, a managing or general agent, or any other agent authorized by appointment or by law to receive service of process. A store associate is not considered an agent of the company.

  31. Sarge1985 says:

    Knowing that Sears, I would strongly suggest that the OP head north to Northwest Plaza (or whatever it is called now) and shop there. I know it is a bit of a drive, but I have never gotten bad service there.

  32. searedcard says:

    Was this an in-store purchase?It sounds like it could’ve been rang as a take with sale and prematurely closed out by merchandise pick-up.That’s why credit might think the merchandise was picked up.The store manager probably remember the actual situation but credit probably didn’t check with them.

  33. differcult says:

    Sears Holdings Public Relations, +1-847-286-8371

  34. Buran says:

    @jblake1: Then why did it work at a Dell kiosk?

  35. Buran says:

    @Sarge1985: Better idea: Lemcke Appliance in Webster Groves.

  36. vastrightwing says:

    I’m sorry, but I have to blame the victim here because anyone who goes to Best Buy, Sears, Circuit city, CompUSA, Staples, or any store with “mart” in its name is looking for problems. The new business model for big box retailers is to screw the public because they know their time is limited. They will eventually loose money and go out of business. The management will start a new retail store and the cycle will begin again. The only question in their mind is how long they can pull this off.
    Never pay for anything with cash or a cash equivalent. Always use a credit card. No exceptions.
    Check the serial number on the box and make sure it matches the unit in the box before you check out.
    Borrow or rent a van and pick up your item at the time of purchase.
    Do not pay for an item that is not in stock. Why pay retail and then wait? Order it from Amazon and avoid the problem.
    Never buy an extended warranty. It only warrants the stores makes a big profit.
    Never allow a big box retail technician to install or fix anything (unless you personally know the person). Even a complimentary service will end up making you very sorry.
    The only way a bog box retailer makes money is to rip you off. Is there anyone reading this who thinks otherwise?

  37. ThunderRoad says:

    Yea, I’d go down the small-claims route.

  38. Dobernala says:

    heck with till tapping, just let Tax Dog loose in the store

  39. BikeRanger says:

    I would throw every grenade you have right now: CEO letters, BBB, attorney general, small claims, TV, everything. Now. Follow up every day. Become a problem that’s cheaper for them to solve than to keep stringing along.

  40. Mr. Gunn says:

    Let me introduce you to my friend “chargeback”. He makes all your problems go away.

  41. jjeeff says:

    Could someone comment on how small claims court can help in this case. Assuming the Sears card charge has not been paid yet, what is the “claim?” The judge can not order $1070 paid back if the credit card bill has not been paid yet. It was also my understanding that a small claims judge can not order “actions” such as ordering Sears to remove the item from the credit card bill. Would this person have to first pay off his Sears credit card and then proceed to small claims?

  42. Dobernala says:

    @Mr. Gunn: Apparently not when the card is a Sears card:

    So imagine my surprise when I received a letter on Friday, April 11 stating that Sears Card had rejected my dispute.

  43. Small Claims court won’t work, because there isn’t any financial damage done. Yet.

    It’s just a charge on his Sears credit card. He hasn’t actually paid it yet nor did he say that he’s past due on the balance yet, so he can’t sue for any financial damage.

  44. tomok97 says:

    I’m the OP. It had been removed from CC pending the resolution of my dispute. I haven’t received a statement since it’s been put back on my charge so I don’t know what (if any fees/interest) have accrued because of it. Additionally, this amount puts me roughly $1,000 over my credit limit. Which means that store itself must have done some sort of an “override” to allow the purchase of the second TV. And, the only reason a worker would do that (short of fraud with a friend, I guess) would be because they knew that my balance was actually at zero and was able to accomodate the purchase of the new TV.

    Also, to the poster that asked why I used a Sears card it was because they roped me in with no interest/no payments until 2010. I’m sucker for interest free loans.

  45. JMB says:

    @vastrightwing: Blaming the victim? Here? Really?

    I’ve read this site for a while now, and I’m convinced that you can’t buy anything, from anywhere.

    My only question is why, after they hadn’t delivered the original item, the OP went back to Sears and bought another item from them?

    I’m so sick of people blaming the OP on this site. Sears stole $1,000 from this person, and all we can say is, “Well, shouldn’t have bought it from Sears!” So, we forgive Sears for fraud just because the OP “should have known better?”

  46. friendlynerd says:

    @vastrightwing:
    The purpose of this site isn’t to throw our hands up and say “screw it, they suck, they’ll always suck, and you’re an idiot for giving them your money.”

  47. tomok97 says:

    @JMB: I went back because the item was no longer in stock. That wasn’t shocking to me. And they were offering a similar discount on a better TV. At this point, I didn’t suspect them of outright fraud. I just figured it was a discontinued item. Since I had never left the store with a product, I didn’t envision getting a refund would be such an ordeal.

  48. Jevia says:

    I’ve had several problems with Sears in the past and I have now vowed never to buy from them again. There’s a few similar places on my list, such as places that say they have the item “in stock” on-line, but at the store, the item is not there.

  49. nikalseyn says:

    Gee, are there people who still shop at Sears?? I haven’t been in a Sears store in a good ten years. The last time needed a tool and thought Sears would have it, even tho I was already less than enthusiastic about Sears. After wandering around the store looking for someone to help me, I found a cute young thing who knew less about tools than my dog did. I went to a hardware store and have never been back. With stores like Menards, Home Depot, etc., there is no earthly reason to shop at Sears.

  50. dragonfire81 says:

    Get a lawyer or go to small claims NOW, this is definitely enough money worth fighting for and it’s fraud as well. You should be able to win this

  51. Snakeophelia says:

    What’s odd is that Sears has recently done a major revamp of their website. I bought a pair of Levis on sale there recently, and loved the fit so much that I went online to see if they had more available. Their website has been updated and is much more user-friendly, and has a lot more stuff on it.

    But if they’re going to screw Sears card customers this way, I’ll have to think twice about shopping there.

  52. LAGirl says:

    sheesh! i’d say f*ck ‘em. time to go to small claims.

  53. President Beeblebrox says:

    Yep. File in small claims court AND report them to your state Attorney General’s consumer protection office.

    That is total BS.

  54. rellog says:

    @Pro-Pain: This is true. I tried a charge back with BB through Citibank, and it was rejected, even though they ADMITTED fault on more than one occasion. It cost me $60. I didn’t realize the coercion was so rampant. Time to cut up my Citibank card…

  55. rellog says:

    @jblake1: An associate may not be a viable option, but a store manager would…

  56. bhall03 says:

    @acknight: If you call Sears Card customer service you are speaking with CitiBank.

    Used to work for Sears Credit before it was sold and even then Sears had a changeback policy.

  57. newfenoix says:

    @JerseyJarhead: Thank you!!!!! I would did one additional step; file an actual felony report for theft by deception. When the actual warrant is issued, the authorities will come after the district manager and actually put them in handcuffs. State AG’s are getting fed up with companies stealing from consumers and this is what Sears did.

  58. newfenoix says:

    @Pixelantes Anonymous: A crime was committed. Sears defrauded this guy, it is theft by deception. I have seen business people go to jail for it. Some states would consider it “conversion.”

  59. Seth_Went_to_the_Bank says:

    @Buran: “Without contact info, they can’t.”

    It’s right above your post…

  60. jordy777 says:

    I’m sure someone is going to post right after me with some Anti-AMEX story and how stupid I am, but I think this just reaffirms why I don’t make a major purchase if it can’t be bought with my American Express. People on this site talk about chargebacks and small claims court proceedings like they are no big deal. Well I’ve been through a chargeback with an HSBC Mastercard, and compared to American Express, it was a pain in the ass.

    And small claims court (queue the smart ass commenter with his successful and easy small claims story) is not exactly a cake walk either. It will chew up several hours of your time, so I guess a decision to not use AMEX is a combination of diminished personal time valuation and willingness to risk a) a pain in the ass chargeback or b) an even bigger pain in the ass small claims proceeding instead of a $50 annual AMEX Card fee.

  61. Hosalabad says:

    @oakie:
    Not when you see how much a real set of professional tools costs.

  62. Consumer007 says:

    Sue them in small claims and serve their worthless asses at the store with video cameras rolling…put it on youtube and send the link to corporate. Stop being nice and start getting results.

  63. exec721 says:

    I was a Customer Relations Manager for Sear Card Customer Service for about three years. Here’s what you will need to do: First of all, you have to understand the nature of how this whole operation works. The Sears Card is currently owned by Citigroup. This means that when you are filing a dispute, it would be a Citigroup employee researching the information. If the dispute is not resolved in your favor, it is because Sears is claiming to have issued the refund. Now I’m not sure what proof they would have of that, but ultimately it comes down to the statement on your account. If the credit is not there, then they would have no way to prove that the refund was issued. It sounds like you’re getting caught up in the bureaucracy here. The best thing to do is to take your argument to the store and deal with them one on one. Print out a copy of your statement and bring it into the store. Ask for the manager, explain the situation, and show him that you never received credit. If he says you did, then he should be able to tell you which card the credit was issued on. If the card number matches your own, then you have proof that you never received it. At that point, he would have to resubmit the refund and deal with it. It has been a couple of years since Citigroup last closed our call center in California and shipping things to Arizona. Sounds like the quality of service has suffered as a result. Anyway, hope that helps. Good Luck!

  64. exec721 says:

    In this case, your credit card company can’t help you because the dispute was not resolved in your favor. Take the dispute directly to the store. Print out a copy of your statement and show the store manager that you never received credit. They should be able to show you which card it was credited it to.

  65. high001 says:

    I have the clear notion that no one who has suggested suing Sears is a lawyer in this forum. Sure, sue in small claims court. Before you do this, send a letter requesting a refund Certified mail, return receipt requested. Then, file in court. Have Sears served AT THEIR CORPORATE AGENT’ SERVICE OF PROCESS ADDRESS. If you attempt to serve at some podunk store or your local sears technician, you will fail in your lawsuit. All they would have to do is challenge your service and your lawsuit will be tossed.

  66. friendlyspirit says:

    this is why, some 25 years after having bad experiences with Sears, I still don’t shop there. And would never get one of their credit cards.

    Sue them in small claims court, go on the local tv news too… and tell your friends, rip up Sears credit cards. They are a terrible company to do business with.

  67. kbarrett says:

    @Hawkins: A Writ of Garnishment for Information is even more fun.

    Serve it on a VP or the CEO.

    They get to do one of the following:

    1)Pay the judgment.

    2)Show up at court and explain to the judge where the company assets all are.

    3)Get dragged into court in chains on a bench warrant.

    Most CEOs and company VPs pick option number 1.

  68. friendlyspirit says:

    i hate sears for all these reasons. similar experiences 25 years ago, I see they haven’t changed. I don’t shop there…. do what these folks say.

  69. bsw65 says:

    Sears mechanics also work on commission, so be very careful of there estimates as I know from experiance.

  70. @newfenoix: So then it’s a criminal matter, not a civil matter. Small Claims court won’t help you with that.

  71. rickg57 says:

    After reading about “Tom’s” problem with Sears and a television purchase, I thought I’d let you know about a similar problem I’m having with them.

    On December 14th, I ordered online, 2 Sony 32″ flat screen TV’s for our game room for Christmas for $1,497.98 including tax on our Sears card. It said the TV’s would arrive within 3-5 days.

    I went down to the store the next day to view the set, and started talking with one of the salesmen about my purchase. He looked up my order and told me that there was no way I would receive those 2 TV’s before Christmas.

    I went home and began searching the internet again for comparable TV’s, and eventually found a pair of Panasonic 32″ sets at a different Sears. I drove down there (40 minutes farther away), and picked up the TV’s.

    I then called to cancel my original purchase of the 2 Sony’s, and was told it would be done. This was December 16th.

    On December 22nd I got an automated call from Sears saying that my 2 Sony TV’s were in, and ready for pick-up. I again called Sears and told them that I had cancelled that order and already purchased 2 different 32″ sets from another Sears store……and asked again that the order be cancelled as I didn’t want (or need) the Sony’s anymore.

    The charge for the Sony TV’s appeared on my January Sears Card statement, whereupon I called and again explained that these TV’s were ordered, and subsequently cancelled….and never picked up at the store. My card and statement was (temporarily) credited the next month.

    I then received a letter from Sears Card asking for proof of my returning the Sony TV’s so that my “dispute” could be taken care of. Well, since I never picked the TV’s up, I didn’t have any proof of returning them! I explained this to the CS rep from Sears/CitiBank, and she again credited my account for the full amount for February.

    My March statement arrived with the charge back on the account. I received a seperate letter stating that since I never provided proof that I returned the Sony televisions, I was being charged for them.

    I promptly called Sears Card and was elevated to a supervisor….to whom I explained for about the 5th time that I had cancelled this order, and never picked up the 2 Sony TV’s that I was being charged for. She contacted the store for me, called me back the next day and said that the store manager would be calling me within a day to rectify this situation and get the charge off my card for good.

    He never called.

    I tried calling the store manager several times over the next few days, and wasn’t able to contact him (the phone rang and rang). I called Sears Card back for the 6th time, explained my situation again (each call was a minimum of 30 minutes) and was told by “Desiree” to hold: she promptly transferred me to the “Fraud Dept.” They transferred me back to “Aaron,” who after 15 minutes….suddenly disconnected our call.

    I called back and told my entire story again to “Cateesha,” who after 20 minutes put me on hold. She never came back to the phone (it got picked up, and hung up after another 20 minutes).

    On March 22, after trying several more times I finally contacted a Sears store manger. “Steve” is now working to get this charge off my card. He was supossed to call me after a week, but never did. I called him again April 7th after not hearing from him for 2 weeks, and he told me he’s “still working on it….he hasn’t forgotten me, it takes time.”

    It’s been 4 months since this charge has been bounced around on my Sears Card for TV’s that I ordered, cancelled…and never picked up, and they cannot seem to get it right and take the charge OFF my card. I’ve spent hours on then phone, and now I’m waiting for “Steve (local store manager, Clearwater Florida store)” to get this thing taken care of. It’s ridiculous: how can they charge me for something I never picked up? And if they come back at me and tell me they don’t have a record of my cancellation, I can’t prove that I never did.

    Thus far, Steve has been sympathetic….but I don’t understand why its taking over 3 more weeks to figure this out. It’s ridiculous. In the mean time, I’m now getting Sear Card statements with finance charges starting to add up.

  72. Anonymous says:

    My dishwasher and stove both broke in early September.  We called Sears to help.  A technician id #$0849976 came out to our house on 9/11/08.  He said he could not repair the stove (KENMORE 79095651001) because you no longer supported the product (It’s only 6 years old).  Then charged us $40.13 for those words. (invoice attached)
     
    As for the dishwasher (GE pdw9200j03ww which we purchased for $249) he said he could repair it.  He was going to order a part and come back to install it.  Part #WD34x110831 touch pad.
     
    My credit card was charged $340.16 for the part and an additional $165.00 for labor.  While I was not happy about the costs (once I saw what they were) I decided it was more important to have the dishwasher than to argue about the costs.  After all he already ordered the part. (invoice attached)
     
    Approximately 1 week later a box arrived from Sears (containing the part) and we called service back to let them know it was time to come install it.  We were scheduled for 9/18/08 between 8a-12pm.  No one came.  We called again and again with the same result.  No one returned to install the part. 
     
    As we approach December with the box still sealed sitting in my foyer, I called customer service 1-800-4-my-home for help.  The customer service representative suggested I send the part back to Sears and they would give me a refund to my credit card.  So I did.  It costs $10.22 for shipping with delivery confirmation (usps delivery confirmation attached)
     
    Needless to say, that didn’t work out.  No credit, in fact..  Now customer service claims the part was installed!  What kind of scam is this?  I am out a dishwasher, over $500 and Sears says only the sub-contractor Hudson Valley can help.  Call them they say 973-989-7428.  So I do.  Over and over again without anyone answering my calls or calling me back.
     
    So back to Sears I go.  I reach Robert (no last name he refused to give it to me) said his id was 80188 and he sends me straight back to the unit.  Same phone number same result.