- New Tazewell, TN
Why do I always receive a reply to my complaint from a different person?
I would like to say that I’ve always been a shopper of Sears. I recently ordered a mechanics tool set and was going to pick it up from my small local Sears, and it didn’t say it wasn’t available when the order finished and charged my card. I received an e-mail a few minutes later telling me that it was not available at that Sears store and I could choose to reorder by calling customer service if I wanted to. I did just that, and the lady that I spoke with said she would be canceling the first order, with a full refund and an extra 5% off also. She then told me that my second order would be honored with the same price because I had a coupon and some reward points to use. I re-ordered thinking that my refund and extra 5% off would be issued to my card that day because it was early morning. I checked several times online to see if the refund ever posted, and it did not. I once again called customer service and was told that it would be 3-5 business days before the refunds posted. I was very upset because the amount I was charged was taken out twice, and I cannot afford to do that. I asked that they expedite the refund, but I was wasting my breath. I also e-mailed customer service to complain that I should have been told of the 3-5 business days it would take for the refund to post. I would not have ordered the set again if I had known this. I have no resolution to this situation and no extra % of anything refunded to me. I would like to speak to someone further because I feel like I need to return the tool set and not shop at Sears any more. It looks like many other people are having the same problem with customer service as I did.