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Sears Support Ticket - Customer Service - cancellation

Sears Support Ticket

Customer Service - cancellation - customer service

Created By: kathy47038's Picture kathy47038 Last Reply: kathy47038's Picture kathy47038
Priority Level: [High] Status: [Open]
Created: 9 years ago Last Updated: 9 years ago
Department: Home Services Support Replies: 2
Product: customer service

I purchased a microwave online via Sears .com on April 27 and followed the online wizard to create a delivery and installation date of May 1. Price $550.00

On April 28 we received a call to state that our microwave was ready for pickup. We told them it was supposed to be delivered with installation. They said they would get back to us. Later that day, a man called to say that there was no issue with the delivery and installation date and that he did not know why the person called about pickup.

On May 1 the microwave or a phone call never arrived.

I contacted Sears to find out what the issue was. They could not give a real answer but promised that they would work on getting a new installation date and call us back later that day.

They never called, so I called again the next day. Finally we are told that they cannot find someone to drive this far for installation. (of course, because they were not smart enough to work with Aurora, Indiana or a close OH service, instead trying out of Indianapolis!)

After 4 days of trying to get resolution, we finally decided to cancel the order and go to our local Sears in Aurora for the purchase. We were told that we would receive a confirmation of the cancellation in 30 minutes.

We waited and contacted our local Sears to make the purchase. No dice. They order had not shown canceled and that we would need to wait 24 hours. We waited until 4 more days later. No dice. Still not credited back. Contacted Sears Credit Card, they see no cancellation. Contacted Sears.com, they tell us we have to wait 3 - 10 days but could not provide a cancellation confirmation.

Contacted again 3 days later, finally someone tells me the order never canceled and I have to wait 3 - 5 more days.

EXTREMELY POOR QUALITY AND CUSTOMER SERVICE. All we wanted was answer and they treat us like dirt after spending over $4000 yearly with them.

We know that our local Sears can take care of the order for $450 for the same item and installation.

After 4 weeks and at least 5 hours in phone calls, we have received no satisfaction from Sears.com and we do not recommend that anyone use this service because the local Sears can do it without issue and for $50 cheaper.

The offered us nothing for our inconvenience.


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Ticket Replies

SearsCares says: (9 years ago)
To Kathy47038,
First allow me to apologize for the delay in finding this post. I’m so very sorry to read about this issue with this entire situation with us. This is not acceptable by any Sears standards and we most definitely want to investigate this to ensure we make this right for you. We have failed you entirely. We need to ensure the credit is applied and we would like to discuss some concession options we have that hopefully will counteract that negative experience you’ve had so far with us. My name is Brian and I am part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the order was placed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Kathy47038) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares

kathy47038 says: (9 years ago)
Just as I suspected....I wrote to them as this reply requested and they NEVER contacted me. All Sears associates are liars. Buyer BEWARE!!!

Sears will not be getting the annual >$4,000 from me anymore!

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