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  • Sears clearly doesn't care about its customers

  • Hello –
    I am a very fequent customer of both your website and store as well as a KMart customer . I am having an issue with an order I placed on Sunday, December 15 . I placed an order and then a window popped up showing I could get the same item $25 cheaper on a different site . I called your customer care number and explained . Your employee said no problem he could cancel the order and an issue would be refunded with 3 business days . It was $121.00.
    This morning at 3am I got an email stating they may not be able to cancel my order . Then at 7am I got an email stating that my item has shipped !!! I called again and the lady told me I cancelled it too late for them to do anything ?!? This is 3 days after I was told the item was cancelled per my request !!
    The cancellation was done five minutes after placing the order ! My status was still listed as processing.
    I am extremely disappointed and upset that this has happened as your company is now holding $121.00 of my money that was for my childrens Christmas gifts until I receive the item then ship it back !
    I find this to be disturbing as I cancelled the order with 5 minutes . Nowhere on your website does it informed me that you do not allow cancellations. In fact it is a terrible policy as even your employee promised that it was cancelled and my refund would be on my card in 3 days .
    My correspondence with your customer care specialist who all seem to be saying sorry but you cancelled too late . I’m not sure why 5 minutes after the order was placed was too late or why I wasn’t told this initially when I called right after I placed the order .
    The only people that are truly missing out will be my children as they will not get Christmas gifts because your company is holding my money due to your mistake . I find this to be unfair and completely unacceptable . Needless to say we will no longer go to any stores or websites affiliated with Sears. What a terrible disappointment during this holiday season . Shame on you Sears!!!!

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  • Hi there, thekalousfamily! Welcome to MySears! I am so sorry to hear your order was not cancelled as promised. The SearsCares team will be happy to look into this for you. A team member will reach out in a bit right on this thread. Once a response is posted, I will be sure to notify you via an email that will include a link directing you back.

    Keep us posted on the resolution!

    Thanks!

    thekalousfamily,

    Thank you for taking time to inform us about your recent experience with trying to place your online order. We apologize for any frustrations you have experienced with trying to make sure your order was canceled. My name is Kurt with our Sears Cares Escalation team. We would be happy to look into this matter and have a case manager address any concerns you may have with your heater. 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 (thekalousfamily), you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Kurt M.
    MySears Community Moderator

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