Dear Review #1270751:
I agree and relate completely to what you are engaged in. Sears has a peculiar way of delivery and installation platforms, which appear to punish the persons who conduct business with them. They are separate, but being two different, yet paradoxically EQUAL systems of "procurement" Sears uses to have a consumer become entangled.
One immediate option that you can do is have your bank/financial institution perform a charge back and dispute the charges made. Your dispute will assigned to an fraud Management agent, "in house" who will conduct a review, collect the data supporting the immediate charge back that occurred while Sears 'waits' to have it picked up (within 5 business days).
By the end of the fifth day, the investigation, findings and required steps to close (resolve) the issue will be completed for your bank, (by the Fraud Management Team assigned to your dispute), which then will be communicated and resolved within your financial institution electronically and in paper form. From there, Sears is FORCED TO COMPLY within that same five day dispute period as legally required. In industry, it is termed/defined as "immediate dispute to resolution" (e.g. the time frame when your initial dispute was filed and why it was not handled properly). That five days is critical, because Sears has NO CHOICE but to comply legally and expeditiously. Should Sears chose to leave it on your premises, you already have the money returned to your account, and then it becomes their "return" problem.
When you dispute your charge, your funds for the actual purchase solely (excluding extra delivery fees and other expenses you incurred upon your purchase) are then back in the hands of a third party delivery vendor, who will then "return" the item back into the Sears Marketplace as explained above. The additional expenses you incurred to have it delivered, unfortunately are out of pocket.
I hope this helps you, and thank you for allowing me to respond to your posting. Let us know how it worked out for you.
Reason of review: Return, Exchange or Cancellation Policy.
I didn't like: Negligence, No support - does not stand behind what they sell, Lack of documentation that delayed fixing the problem, Customer service could not help, Unprofessional.