Will not refund my money & cancelled order. Poor customer service and professionalism throughout entire company
3333 BEVERLY ROAD, HOFFMAN ESTATES, IL 60179 -- Another example of the 'lack of quality' throughout the entire Sears infrastructure. I'm thinking that Sears as we know many others have outsourced to a foreign country their Customer Service, taking jobs away from Americans and then treating their customers as slime. This is the exact email I received yesterday. I did not change any of the spelling or grammar, I don't believe there is any possibility there could less professionalism and quality in this response.
Date: Wednesday, November 14, 2007 10:37 PM
To: my email address
Subject: [Order#: #########] Sears.com
Thank you for shopping at Sears.com!
We apologize for inconvenienceence in receivingving all the item you have ordered. We have issued you a credit $23.13 for the shipping cancelations that you have requested.
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Sears Customer Care
Appears as though Sears truly does not care about its customers. I have been trying to get my money back on an order that I placed on sears.com on August 24, 2007 it is now November 12, 2007. Sent via FedEx letters shown below. When I called the corporate office today 847.286.2500 I was transferred to customer service. Hmmm, think they will be any more helpful than all my other calls. See info below.
Where is the customer satisfaction that is described on your website? Please explain to me how these situations can occur and why I should feel comfortable doing business with Sears.
Order confirmed on Monday, September 24, 2007, totaling $25.90 and billed to my ‘debit’ card on Wednesday, September 26, 2007.
Confirmation of one item number 00741076003 shipping on Thursday, September 27, 2007 that I did receive.
Continual review of order status for other items always shows (to this date, see enclosure) that remainder of order should be arriving in ‘five’ days.
Called customer service on Tuesday, October 16, 2007 and was told that remainder of order was cancelled. I requested refund of my money to my checking account on this date and was told it would be refunded within five business days. That should have been no later than Wednesday, October 24, 2007. I did not take down the name of the representative, but she was very pleasant and courteous.
Called customer service on Friday, October 26, 2007 and spoke with Jacob and explained situation about order being cancelled and that I still had not received a refund. Jacob again said he would request the refund and I should receive it within five business days. He was very pleasant and listened patiently while I told him that I had no confidence that it would occur and that I did not have a ‘warm and fuzzy’ feeling about this situation ‘again’. Refund should have been refunded to me on or before today, Friday, November 02, 2007.
Called customer service on Friday, November 02, 2007 and requested to speak to a supervisor. I spoke with Lawrence and requested that the money be refunded to me again. I also requested a follow-up call to my work number to confirm the refund is being processed. He indicated he will return my call and also indicated that I should have my refund within three business days. Again I indicated my displeasure with Sears.
What do you want to bet, I don’t have my refund by Thursday, November 8, 2007? And why would I ever consider doing business with Sears again considering to date the status of my order on the website indicates I should still be receiving my order, Sears has failed to refund my money for seventeen days after I requested a refund and no one seems to be able to provide an answer as to why? But in reality, Sears has had my money for longer than that as the order was cancelled and no email was ever sent to me informing me of the cancellation; so I have no idea of the exact number of days that Sears has been more than willing to keep my money and not refund it.
I have worked in customer service for over twenty years including billing. Errors occur this is true, but for them to linger on for forty-four days without a correction is, in my opinion, unacceptable. What is your opinion? Granted it was only a $25.90 order, but it is my money not Sears’. Taking it a step further, what type of response will I get from the corporate officers concerning this lack-luster performance by Sears.com?