- Lees Summit, MO
What can I do to get someone with the ability to actually help me?
On May 17th, we ordered an air compressor (order number 503580770). It arrived damaged and we returned it to Sears via UPS. We re-ordered the air compressor on August 21st (order number 549352326), and it also arrived damaged. We returned it to Sears through UPS on August 28th. On the first order, we were charged $178.21 and the second time we were charged $181.51. When reordering the second air compressor, we contacted them about the price difference and they said there was nothing they could do, but we could submit a claim for the additional cost. It is today September 17th, 4 months from the original order and we have not been credited back the $181.51 from the second purchase, despite it being returned on August 28th (3 weeks ago). We keep being told that we should receive the returned money soon, but it has yet to happen. We have been offered no compensation, virtually no apologies, and have only received attention from customer service when using Twitter to complain about this series of purchases. Nadia M. from the Social Media Team has been helpful, but lacks the ability to really solve the problem.
Then, against my better judgement, I bought another item from Sears this weekend from my local store using Sears.com. I received an email right afterward apologizing and saying that it was sold out, and that they would be refunding my money. The email said that it should appear in my account “in moments” so, unconcerned, I re-ordered the tool chest from another location and picked it up. Yesterday, I realized that I had been charged twice and called to cancel the duplicate order. Today, when following up on the email that was sent to me, I talked to a customer service professional who told me that it was my fault for placing the second order, that I needed to wait longer because it takes 3-5 days to return money (despite the fact that I was mislead to believe the local store had it in stock, and the fact that I did not receive that item, and was told that it would appear in my account in moments). It was implied that this was somehow justified because “I did get it at a 30% discount,” as if magically that solved the problem that Sears charged me twice for one item.
Customer service seems to only have the ability to make platitudes about how “sorry” they are for the “confusion” and the “inconvenience” but totally unwilling to accept responsibility for the problem. In the end, all I really want is my $302.15 back and something that resembles a sincere apology. I would really like to get the $181 from the air compressor back in actual money instead of store credit because I don’t want to be a Sears customer after the way that I have been treated. I’m disappointed because, I understand that mistakes happen, miscommunications happen, etc. but the way that Sears has handled this is what has made me so angry. I want someone to actually help me, not try to placate me. Do you have anyone like that on staff?