I have an ongoing marketplace order that’s not been resolved in almost 3 months of emailing and calling. Ordered June 24, paid immediately through Paypal, got wrong item, sent back, still not reimbursed. Much more-Timeline to follow
Here is what has happened from the start.
I placed order #522314784 on Sears.com , marketplace seller is Better Deals 4U2 for a Macbook Pro for $999.99 and $9.99 shipping. With tax it comes to $1069.98 I pay through Paypal. I never get a tracking order, and am communicating with the seller almost everyday to get that. Sears is supposed to send me that.
Better Deals 4U2 finally gets the tracking number but it’s come to my town and already been sent back to the sender. I still don’t know if that’s Sears or Better Deals 4U2. I don’t know what they wrote on the package, but it was sent back due to addressee unknown or address unknown or something like that. My correct info was on the order. I have the USPS tracking #’s but don’t want to post them here. My name and address are correct on the order.
BetterDeals4u2 offers me, via email, a 50% off the price out of his/her own pocket for all the hassle: “what I’m going to do for you since you’ve been so patient and understanding I’m going to refund you 50% off your order and we will still ship your item express shipping. This entire situation was confusing and a unnecessary delay. Also I will tell them to refund you shipping how does that sound?” That sounds great, I happily accepted this offer.
So it gets sent again and arrives while I’m away for a week. I have this tracking number also. My husband leaves it for me to open. I come home Aug 13th, I open it, and it’s an old, very used Power Mac G4 from about 2005 in the new MacBook Pro box. Sears needs it back to file a claim with the carrier for the stolen item.
Sears reimburses my Paypal account for the shipping of $9.99 for order #522314784
I send the wrong delivered old computer to BetterDeals 4u2 and I pay for shipping up front since it’s a marketplace seller and have to be reimbursed for that shipping. My delay in shipping was-normally it’s prepaid from the seller to send back a defective or wrong item. Sears told me they would email a prepaid label to me, then I get an email from someone else at Sears saying I have to send it and pay myself and then get reimbursed because it’s a marketplace seller item. OK so I send it 2nd day, certified $36. I have that tracking number too. I shipped it second day on my own dime cause I wanted to not waste more time.
I communicate with BetterDeals4u2 through email because it’s my only way of having a record of what is said. I emailed Better Deals 4u2 and say the same product is on Sears website with Better Deals 4u2 as the seller but the price is a lot more-almost twice the price as the first one. Can I get this for the same price as the first one that was stolen as well as the 50% off that price. He says yes. He submitted to Sears to change the item’s price on the website and I kept checking so I could place the order, and it never changed after a few days. He said “I see what happened, they were changing the wrong macbooks”.
Better Deals 4U2 submits to Sears the request to reimburse me via Paypal for the first, wrong computer that they now have back.
I call Sears directly to find out what the hold up is on changing the price. I talked to Karen who was very helpful. She said I could place the order at the price posted on the website and the price difference would be refunded back to me in 3-5 days. I do that. My new order # is 554826901 and it $1789 plus $15.99 shipping and tax of $107.34 for a grand total of $1912.33. She documents all this and is very thorough, as was everybody I had previously talked to at Sears. She also explains that I won’t get it till Oct 2 or 3rd, because it’s not in stock. I pay with credit card this time. My old computer is dying, really need the new one. I still have not been refunded for the first one.
I get an email from Sears customer service a little while later saying they cannot lower the price, it has to be done through the marketplace seller. Well he has been telling Sears to change price since Aug 26th and it still hasn’t happened! So I call back and talk to a supervisor, whose name I unfortunately did not write down. She tries to call Better Deals 4u2 and they are closed. She says I’ll get an email after she talks to the Better Deals 4U2
to let me know what’s going on.
Overnight that night, I get 3 emails from different parts of Sears customer service:
1) We are following up on your inquiry regarding Order # 554826901. We want to confirm that our Marketplace Merchant, Better Deals 4u2 was able to resolve your inquiry to your satisfaction. If your inquiry was resolved, no response is necessary. However, if your inquiry was not resolved or you have any additional questions regarding your order, please reply to this email or contact us at 1-800-283-6940 between the hours of 8:00am and 10:00pm CST.
2) As per our conversation, we have made it easy for you to contact ” Better Deals 4u2 ” through a link in your Order History on sears.com, in your Order Confirmation email and also in your Shipping Confirmation email to contact them directly.
3) In regards to your order number 522314784, we received your request regarding the order status. We see that the order has been Shipped via USPS tracking number 9114901159815730854140 and Scheduled Delivery Day: September 10, 2013. We apologize for the any inconvenience this may have caused.
The 3rd one has me especially worried because it’s the old order number from 6/24, (the wrong, old computer) not the one I placed 9/3. But it has a tracking number 9114901159815730854140 and is going to arrive to me by 9/10. I was told the computer was not in stock and I wouldn’t get it till 10/2 or 10/3. How can this be? Are they sending back the old one to me again?
Sears sends an email to ask if the Marketplace Seller has fixed the problem, I reply saying no, they reply saying they are still researching the problem and it will take 5-7 days. This happens repeatedly for a few days.
I see the tracking number date of arrival has changed to today. I see the mailman go by. No package. I call the post office. They are going to talk to the carrier and call me back. I call back later, not having heard from them, and now the package shows as delivered. Not to me. The person I talk to at the post office looks up the tracking number given to me by Sears and it’s media mail, which is papers, not a computer, and weighs 10 oz and cost $2.53 to send. Obviously not my computer.
Still no refund for first order. Better Deals 4u2 says that he has file a complaint with my post office because it’s an error on this end. How he knows this I don’t know. Doesn’t sound that way to me, but regardless-that’s not my problem. I have now paid for 2 computers and haven’t received the correct one. I am owed the price of the first one, a refund for the shipping back of the wrong one, (minus the second day cost that i did on my own) and a price reduction on the outstanding order. I shouldn’t have to wait till the theft and problems are resolved to have my order fulfilled. This is just insane.
Please can someone help me!!!