With Company response Not resolved

We ordered some items online from Sears/Kmart and then the same week after we have received those items my husband went to a local store here in Fort Walton Beach, FL to return 1 of them. The store return policy clearly states that we can return any order back to a store for a full refund providing an order email confirmation or a packing slip. However my husband was told that they do not accept as a receipt the order email confirmation with sales check bar code which they could literally scan and see that it is legitimate order in their system!!! The only thing he was offered it is to accept a gift card for half of the price we paid!!! Of course my husband did not accept that because it was illegal and an open face attempt to steal our money!!! He was told to bring the packing slip because that form of the receipt they would accept. So later we drove to the store again and brought the packing slip which also had all the bar codes to scan and see the order in the system!!! They have not even tried to scan a receipt and this time refused to accept a return claiming that the packing slip did not show last 4 digits of the credit card we bought the item with!!! We bought over the years hundreds of items online from Sears/Kmart and none of the packing slips (we have a lot of them still saved) have ever had printed out last 4 digits of the credit card. It always just printed as “master card” or “visa card” which ever was used!!! You can check it yourself and we can prove it with no problem!!! We told them that they have no right to refuse our return when we have all the papers on hands with those fake illegal excuses and Sears/Kmart offers NO HASSLE RETURNS of everything bought online to a local store!!! In return we were told that if we don’t leave they will call a police and press charges for trespassing!!!

Also they refused to provide their names when we requested so we can file the complaint!!! Which also states that they knew that what they were doing to us was illegal!!!

For sure we will never shop at Sears/Kmart store or online again because we have done nothing wrong and everything what has been done to us was not only not acceptable but also illegal!!!

We filed the complaint about the issue with Sears Holdings Corporation but they did not care about that at all and just answered that they are sorry for the inconvenience! That was not just "inconvenience" that was violation of our rights and we have to be compensated for that! But obviously Sears does not care about their customers at all!!!

We want everybody to know about what is going on and be aware that if they buy something online there is no way they will be able to return it to a store no matter what website return policy states and they also will be treated like criminals even if they have all the receipts with bar codes and everything clearly showing their legitimate purchase!!!

Product or Service Mentioned: Sears Website.

Monetary Loss: $500.

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Sears Response


We apologize for the trouble you experienced with your online purchase. My name is David with our Sears Cares Escalation team. We would be happy to discuss this situation with you and assist in address your concerns regarding the refund of the item. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (fwb2013) you used to post on this site, for reference to your issue. We look forward to speaking with you soon.

Thank you,

David W.

MySears Community Moderator


I agree, a lot of companies dont want to let the $$$ go in the form of a $$$ refund; and many are moving towards the Exchanges or in store gift cards.....to keep you spending in the store....is it right? No....did you contact your Credit Card Company. Their intervention my help.


Good idea. Hope it works....