Question

I purchased a washer and dryer online on the 2nd of sept for the price of $1500 they were a Kenmore elite set. We had some personal family issues and had to cancel the dryer when I spoke to the lady that for one could not speak English it was stated that she could not cancel just one. So she had to cancel the whole order. We tried to order just the washer but had no luck because the $1500 return was still not back in the account. My wife contacted again today and tried to get something done with this while they were on sale another women that could not speak English got on the phone was no help. We asked could we just go to the store and swipe our card or talk to someone to speed up the refund process. The lady stated no they are two systems and don’t work together. So we asked so you are unwilling to work with us to get this fixed you are going to lose $1500. The lady stated we are a very large corporation and can afford $1500. I understand that Sears/Kmart is a large corporation but if you keep having the same mind set of well it is only 15 here 30 there it is going to add up. Me personally I have to say I do a lot of shopping a Kmart and sears I am really reconsidering it. It may only be 1500 for your corporation but a for an Active Duty Service Member, Father of 4 Boys, husband and youth sports coach it is a lot. As any business you have to make a profit and I hope that you have great success but with the current customer service I do not see that happening.

I purchased a washer and dryer online on the 2nd of sept for the price of $1500 they were a Kenmore elite set. We had some personal family issues and had to cancel the dryer when I spoke to the lady that for one could not speak English it was stated that she could not cancel just one. So she had to cancel the whole order. We tried to order just the washer but had no luck because the $1500 return was still not back in the account. My wife contacted again today and tried to get something done with this while they were on sale another women that could not speak English got on the phone was no help. We asked could we just go to the store and swipe our card or talk to someone to speed up the refund process. The lady stated no they are two systems and don’t work together. So we asked so you are unwilling to work with us to get this fixed you are going to lose $1500. The lady stated we are a very large corporation and can afford $1500. I understand that Sears/Kmart is a large corporation but if you keep having the same mind set of well it is only 15 here 30 there it is going to add up. Me personally I have to say I do a lot of shopping a Kmart and sears I am really reconsidering it. It may only be 1500 for your corporation but a for an Active Duty Service Member, Father of 4 Boys, husband and youth sports coach it is a lot. As any business you have to make a profit and I hope that you have great success but with the current customer service I do not see that happening.

Answers

4 answers

  1. Did you buy it as a bundle? Is that why they have to do a return of both the washer and dryer?

  2. Dear gonecrazy4u28,

    My name is Edwin and I’m with the Sears Cares Social Media Support team. We apologize that your refund has not been credited yet into your account. We’d like to talk to you and have one of our dedicated case manager contact you to address and ensure proper resolution in a timely manner. Please send the following information – contact #, screen name (gonecrazy4u28), your phone # used at time of purchase to smadvisor@searshc.com. We look forward talking to you soon.

    Thanks,
    Edwin C.
    MySears Community Moderator

  3. Generally, credit cards take 5-10 business days for the funds to return to the account. The banks between the store and the credit card run the return through all kinds of fraud checks between the time the return is processed at the retailer and the time the funds end up back in the account. Sometimes, calling the credit card's customer service number can help speed things up, but the retailer generally is unable to do anything to speed it up, unless it's a processing error (extremely rare, generally involving a register malfunction of some kind).

  4. Hi gonecrazy4u28!

    Thank you for posting in the MySears Community so that we can help in making this right for you.

    We appreciate you taking the time to let us know of this ongoing issue and the level of customer service rendered when you reached out for assistance. Our SearsCares team would be more than happy to help you in resolving this issue.

    Once our team responds they will be requesting additional information so that they can help you further. We will be reaching out to you via email once a response has been provided.

    Thank you!