Not resolved

I placed an order online with Sears. It was a great deal (at first).

I ordered a patio umbrella with 4 seat cushions. After I added these to my cart I had several discounts plus I had $101.93 in my Points Savings to use. After adding my $101.93 to my cart (which was a discount) my total order was $24.66. (As you can see in the picture of the snapshot I took).

I placed my order and immediately received a confirmation order of $130.90. The $101.93 in points had not been applied (as you can see in the second picture) even though it was showing up when I placed my order. I immediately called Sears and explained the situation so Bert put in a cancellation for me for the order and made a new order for the correct amount. I was assured the first order would be cancelled and I would receive my refund in 3 to 5 days.

Fast forward a little bit, I receive another e-mail stating that both of my orders are being processed. I got on chat and spoke with Katy. Katy also assured me that even though I received an email that the order was being processed it would be cancelled within 24 to 48 hours and I would receive my refund. Fast forward a little later (this is all the same day), I receive and email stating that part of my first order has been shipped.

I get on chat yet again and speak with Tina who tells me there is nothing that can be done. I have to wait for my items to be delivered (first one is showing to be delivered in 13 days and the other half hasn't shipped yet, who know when it will). Once I receive my items, I have to reject them and have them sent back, then I will receive my money within 3 to 5 days after they are returned. I call Sears again and after speaking to two more people I finally (who were both very rude as was Tina!!) I finally get to speak to a supervisor.

This supervisor also tells me there is nothing that can be done, even though their system screwed up and over charged me I have to wait at least two weeks to receive the items and probably two more weeks for it to be returned to get money back that should not have came out of my account in the first place.

Might I add that all of these chats and calls happened within three hours of making the purchase and nothing was done. Horrible customer service and apparently a horrible system that takes money out of an account without permission!!

Product or Service Mentioned: Sears Shop Your Way Rewards Program.

Reason of review: Pricing issue.

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