Sears Complaint - Sears is a mess
RALEIGH, NORTH CAROLINA -- Against my better judgment, I recently purchased a range and dishwasher from Sears for a rental house I have. I had some bad experiences with Sears in the past, but they had the best prices on the appliances I needed, so I thought I would give them another shot.
They told me they would call me the night before the scheduled delivery to confirm the delivery time. By 9pm the night before I had not heard from them, so I called. I was told that my order was still processing and was not actually on their delivery schedule for the next day. I explained that I had a confirmation email from them giving me the delivery date, but they could not tell me why the order was not scheduled properly or when it would be delivered.
I told them I wanted to cancel the entire order because I needed the appliances and could not wait for an indefinite date. The lady I spoke with told me she had cancelled the order. I asked her for a confirmation number for the cancellation, and she told me their system does not provide them, but she gave me her name and location.
I noticed a few days later that the charge was still on my credit card, so I called back and was told that the order was still processing in the system. I explained to the Sears rep that I had cancelled the order. He did not show that in the system, but told me he would cancel it and the credit should appear on my credit card within 3-5 business days.
After another 10 days, I noticed the charge was still on my card. Before I called Sears back, I contacted my credit card to open a dispute so at least I would not have to pay the charge. I then called Sears back and was told by yet another rep that the order was still in the system as processing and had never been cancelled. I explained to her that two previous people told me they had cancelled the order, and she asked me for the confirmation number. When I told her that they said the Sears system did not issue confirmation numbers, she said that was wrong.
She then cancelled the order again and gave me a cancellation number. She again told me the charge would come off my card in 3-5 days.
We will see if that happens since that last phone call took place last night. It is simply unacceptable the number of calls and amount of time it took for Sears handle this properly. I have learned my lesson this time, no more Sears for me!