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Sears.com return, no refund

Ordered a "sold by Sears" Lionel train 11/23, received and returned 11/30 and was told it was a marketplace item instead of sold by Sears, and that it had to be sent back and I'd get a refund later. The Sears store went ahead and returned the item for me, giving me a return receipt stating I'd receive a refund in 2-3 weeks from the marketplace vendor (that I never agreed to purchase from a 3rd party vendor, my original confirmation states I purchased "sold by Sears"). Needless to say, I have not received a refund and now they say I have to go back to that Sears store and tell them they have to refund it to me. Ridiculous. I have contacted my credit card company and filed a dispute claim, as Sears obviously has no intention on giving me any kind of refund and just keeps running me in circles.
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Review
#367423 Review #367423 is a subjective opinion of poster.
Service
Sears Claim
Loss
$138

Sears in San Rafael, California - No follow up notifying that ordered and paid for item not available

We waited for several weeks to get our ordered item, the promised arrival date of item came and went, item never showed. Finally emailed and called Sears to find out why we had not received our order. The customer service representative was helpful enough, informing us that the item is not available, and will not be available in the foreseeable future, and that it will take 14-21 days to get a refund for an item that they did not have available in the first place. We are very disappointed in Sears, at the very least Sears should have informed us that the item is not available. Anyway, this is not the first time we have had trouble with Sears, we now know to steer far away from that store.
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Review
#367412 Review #367412 is a subjective opinion of poster.

Sears.com Can't Count to Six.

Update by user Jan 14, 2013

After fighting Sears for several weeks, they suddenly agreed I was right. Shipped my order and gave me an additional 25% off and a $25 Sears gift card.

So I am pretty pleased. But none of it would have been necessary had they simply got the order correct in the first place.

Original review posted by user Dec 14, 2012

I ordered 5 Craftsman bar stools and 1 tool bag via Sears.com. I receive the tool bag and one bar stool. They then send me a confrmation that the order is filled. I send them an email and they say they will check UPS. BUT they never shipped it by UPS. Their own confirmation shows two packages shipped. One stool and one bag. So I call them. They say they will "investigate" and get back to me within 8 days! So I go to a nearby Sears store. They tell me Sears.com is contracted out and they cannot help me. But Sears.com will "escalate" the issue. Total crock.
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Review
#367393 Review #367393 is a subjective opinion of poster.
Loss
$39

Sears in Arlington, Virginia - Unreliable vendor, horrible customer service

We ordered a fridge from Sears.com on Dec.3 with delivery scheduled for Dec.9. Our credit card company approved the transaction on the day of purchase, however Sears.com did not process the order. All of this we found out on the day of scheduled delivery, which obviously did not happen. The question is why Customer Service from Sears did not bother to call us about it. We lost a whole week without a fridge and had to cancel the order, since they could not fulfill it without having us wait for another week. We'll never purchase anything from Sears again due to a very unreliable and horrible customer service. We actually bought this item from another vendor and got the delivery within 2 days without issues.
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Review
#367131 Review #367131 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears has not refunded my money 9 business days and counting

I purchased a freezer online for store pickup. Funds were withdrawn from my account by Sears immediately via PayPal. I cancelled the order before picking it up and received a cancellation notification email to that effect from Sears. The email indicated my refund has been "promptly" processed back into my account. Needless to say, this is the 9th business day and I still have not received my funds. I call Sears customer service and I an getting the run around. Now the latest person says, wait, it takes 7 - 10 business days to "process" the refund! Yet it took them seconds to withdraw it from my account. If I don't receive my funds at the end of the 10th business day, I will be seeking an attorney. This is the last time I will ever purchase anything at Sears, ever! I don't care if they offered the cheapest prices.
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2 comments
Anonymous
#591058

Sears still hasn't refunded my money and it's now been 29 days. I've spent hours on the phone and I keep hearing 7 to 10 days even after they admit they screwed up.

Sears should be out of business. Don't shop at Sears.

rreastman
#604974
@Anonymous

Sears took my money over 21 days ago...I have spent hours on the phone and it is just making me sick...they keep saying it has been processed and just wait another now2 7 to 10 business days...I just found out they just now today are trying to track the processing... I don't know what to do...

I bought a hot water heater and cancelled it the same day..they took the money anyway and have been giving me the run around ever since.I can't get any higher than the blue ribbon customer team.. does anyone know how to talk to someone who can actually help and how you can talk to someone higher than these inept people?

it is driving me crazy not to mention not having any hot water and can't get a new tank until the money is returned... HELP

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Review
#367105 Review #367105 is a subjective opinion of poster.
I purchased a $600+ Sealy (Canon Bay) Queen-Mattress Set from Sears, in March 2011. It is December, 2012 (a little over 1yr later) and my mattress has a horrible (almost 2") sag in the middle. When I purchased the mattress set at Sears, the salesman inquired whether I...
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Review
#367076 Review #367076 is a subjective opinion of poster.
Loss
$634
With Official Company Response
On Saturday, Nov. 24th, I ordered a mattress on sears.com during the free boxsprings event. Mattress arrives, no box springs included. I called Sears customer service and was told that I didn't "order" the free boxsprings. Ummmm, okay, I need to order my free...
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2 comments
Anonymous
#581894

I'll one-up you...after many attempts, I was able to get the free box springs added to my order (I have the confirmation email). They just didn't send it.

No one even bothers to pretend that it's my fault.

However, after numerous phone calls and emails, it appears there is no entity involved in the process who has the ability to fix the situation.

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Review
#366860 Review #366860 is a subjective opinion of poster.
Service
Sears Delivery Service

SEARS- Beware don't use online Sears.com

I ordered a Cuisinart Griddle from SEARS online. Paypal the funds. I received a Bella pretzel maker. How do these 2 items sound a like?? Anyway they had 800 number called to see if there would be any problem taking it too Sears for exchange for what I ordered or refund. They informed me they could not help me. Now I have to deal with trying to ship this back and getting my funds returned before Christmas. Save your time and money and DON'T SHOP AT SEARS ONLINE. I have spent serveral hundreds of dollars with this company- but this is the end for me my family and any friends.
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2 comments
ambitious1535
#581767

Either vendor or Sears has an internal theft problem or a warehouse employee that is desperate to get credit for a completed order. Or there as just as many bozos in the shipping department as there is in corporate headquarters.

I would report your trouble with Sears Online to the Better Business Bureau. Good Luck

nikalseyn
#581417

You are certainly not the first to find out the hard way that Sears is not the Sears, Roebuck & Co. we all grew up with. Best to stay away from anything connected with Sears.

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Review
#366829 Review #366829 is a subjective opinion of poster.
With Official Company Response

Sears in Moorhead, Minnesota - Horrible Customer Experience

I ordered a washer/dryer on Dec 1st. The item turned out to be on back-order until January 15th. I cancelled my order on Dec 3rd. It is now December 12th and the credit has yet to be issued to my Visa card. I have called Sears customer service 3 times. Each time I get passed to another department. One rep gave me the cancellation number that was sent to Visa, but when I called Visa, they had no record of the credit request nor the number I was given by the Sears rep. I will never allow my family to shop at Sears again. A 2 person start-up is more buttoned-down than this operation.
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3 comments
SearsCares
Sears Response
#581877

Anonymous1944 My name is Liz and I am a part of the Sears Social Media Support Team. Please accept our apologies for the poor customer service that you have received.

We strive to provide top notch service to each and every one of our customers, and we are sorry to see that we have fallen short of that mark in this instance. Understanding that we have let you down, we would appreciate the opportunity to speak with you and gather the needed information in order to make the necessary improvements. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly.

In addition, please include your Screen name (Anonymous1944) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you, Liz R. Social Media Moderator Social Media Support

SearsCares
Sears Response
#581874

Anonymous1943

My name is Liz and I am a part of the Sears Social Media Support Team. Please accept our apologies for the poor customer service that you have received. We strive to provide top notch service to each and every one of our customers, and we are sorry to see that we have fallen short of that mark in this instance. Understanding that we have let you down, we would appreciate the opportunity to speak with you and gather the needed information in order to make the necessary improvements. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Anonymous1943) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.

Social Media Moderator

Social Media Support

SearsCares
Sears Response
#581878
@Sears Response

We do apologize for the inconvenience. Please use the screen name Anonymous1944 for assistance. Thank you

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Review
#366766 Review #366766 is a subjective opinion of poster.
Product
Sears Credit Card
Loss
$1345
At this point, I am completely and utterly disappointed at the level of customer service I have been given by Sears. The first incidence was the stacking kit not being ready for pick up at the appropriate date. As I have mentioned in previous emails, I was transferred...
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1 comment
Anonymous
#585454

I order my daughters christmas items online at sears.com the website stated order by 12/20/2012 and get your items by 12/24/2012. I placed my order by 12/18/2012 and received a confirmation e-mail for my delivery date made for 1/3/2013.

I called sears to cancel and was told i could not cancel the order and was respondsible for return shipping and a 20% restocking fee of purchase price.

I will never order from sears.com or shop at sears department store again. Macys.com is the way to go, i

I received my items in 2 days!!!!

Review
#366737 Review #366737 is a subjective opinion of poster.
Loss
$1300