Question

Hi, I’m not sure if this is the right place but I bought the Nordictrack x9i from the Sears Ingram Mall location here in San Antonio, TX and decided to return the item. Since it was home delivered to my house, it had to be delivered back to the warehouse. So I called on 2/15/13 to request a pick up and the Sears Home Delivery people came and picked the item up on 2/20/13. I was told that it would take 7-10 business days to process and then my Sears card would be credited. I waited and then on 2/27/13 I called Sears Credit Card Customer Service to check status on my refund and the balance never changed. The Sears CSR rep told me I needed to go to my local store and bring my receipt and demand they refund my card. Well I went to the store and they couldn’t help me. This is the beginning of the long work around. The store says they are waiting for the warehouse, and the warehouse states they have the merchandise already checked in yet the refund was not on my card yet. I started calling the store again and would get the usual run around of leaving my number and someone would call me back. On 3/11/13 I called the warehouse and they told me to call the Ingram store to request a “Help Ticket” made. I then spoke to a manager at that location and she said the customer solutions department would call me back and let me know what to do. The customer solutions called me on 3/12/13 saying I need to call the credit card customer service to ask for my refund. Again another work around. I called the Sears Card customer service and they opened up a Credit Card dispute on 3/15/13. I’ve been trying to work with different departments now it is almost a month later since the dispute was opened, and the dispute department is now asking for information that they should already have. How long should a refund take to get credited back to my card if the item was picked up on 2/20/2013?

Answers

3 answers

      • San Jose, CA

    So. Has the credit back been processed yet?

  1. Dear Charky11,

    We are truly sorry that the refund process has taken so long. We pride ourselves in providing the best possible customer experience and what you have described is not how we want to leave our last impression with you. We would be more than happy to connect you with a dedicated senior case manager who can research and offer assistance. Please send the following information – contact #, screen name (charky11) phone # used at time of purchase to SMAdvisor@searshc.com

    Thank you,

    Mario G.
    Social Media Moderator
    Sears Social Media Support

  2. Hi charky11,

    Oh no, I am so sorry that you have had to deal with this issue for so long. Refunds depend on if purchased in-store, online or through one of our Marketplace stores.

    We would really like to help you in getting this taken care and the best team to do so is our Sears Cares Team. I know this seems like one more person that you will have to deal with, but they will do everything they can in getting this issue resolved for you.

    Once again, I am very sorry that you have been waiting for your refund and if you can please check back periodically, for one of our Sears Cares Team members will respond in helping you further.

    Thank you!

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