Question

I have tried 5 separate times to return a microwave – oven combo purchased on sears.com on July 17, 2013 and installed on July 28. The unit does not cook evenly and makes a loud noise. On three occasions, after being placed on hold for a long time, I was promised a refund, and an appointment was scheduled for an installer to uninstall and pick up the appliance. On all three occasions, the installer called and said that he could not perform the un-installation. No refund has yet shown up on my credit card despite being promised by Landra on 8/26/2013. The most recent service number was 1677166. The original order number was 534085078. I need the unit to be uninstalled and picked up and my refund processed. Please don’t tell me to call another 800 number, only to be put on hold and to have another bogus appointment set. I am a long term Sears customer with other Sears appliances, but this may be the last time I shop with Sears unless I can get this return done.

Answers

2 answers

  1. RandallRhea, my name is Liz and I am a member of the Sears Cares Escalations team. We are very sorry to hear that you are having such a frustrating experience with your microwave- oven combo return. We certainly can see why you are so disappointed and upset over what has occurred with having the item un-installed. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that the issue is resolved in a timely manner. Please send the following information – contact #, screen name (RandallRhea), phone # used at time of purchase to smadvisor@searshc.com. Again, we do apologize for the inconvenience and look forward to speaking with you soon. Thank you, Liz R. My Sears Community Moderator

  2. Hi RandallRhea,

    We thank you for bringing this issue to our attention in the MySears Community!

    To help you get this issue resolved I have escalated your concerns to our Sears Cares team. They will help in making this right for you as well as cutting down on contacts so you will only be conversing with one person. Once one of our team members responds, they will be needing a little bit more information.

    Again, we thank you for giving us a chance to help make this right and ask that you periodically check to this thread for a response from one of our team members.

    Thank you!

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