We ordered an electric turkey fryer from Sears and what came in the box was a set of wrenches; a visible set of wrenches with a shipping sticker on them saying "turkey fryer". I called on 11/14/12 to customer service to straighten this out. I was told by Almond that I would have to pay again for the turkey fryer but would receive a refund in 3-5 business days for the wrenches and that a UPS pickup ticket would be sent to my email. I accepted those conditions and let a second charge be applied to my debit card.
Fourteen days later and I haven't received a refund and I haven't received a call tag for pickup. I called customer service today and was told to follow the return directions on the package. I objected because I don't want to pay shipping for their error and she said she would send UPS with a call tag within 24 hours. They refused to refund my money until they get the product in hand. She also said I could return to Sears store, 30 minutes away.
I'm PISSED because Almond didn't advise me this way 14 days ago and I took their customer service rep at her word on receiving a refund because of their error.
I won't shop Sears again and I am disapointed at the volume of complains I've now heard about Sears. I disapointed that I didn't check on this first.
Bad customer service from Sears.
Monetary Loss: $120.