Sears They will not refund money for services they NEVER performed.
On August 5th I called Sears.com to purchase a gas dryer. I requested installation services as well as the haul away of my old gas dryer. The representative told me that she would set up my cart for me and email it to me and all I had to do was click on the link by the end of the day to complete the purchase which I did. The original scheduled delivery date was August 25th. The day before I was informed the delivery date had to be postponed until the following month on September 25th and was informed that I would receive my delivery fee back due to the inconvenience. On September 25th, the delivery team arrived and said they are not authorized to install the appliance.
The delivery team left both the new dryer AND my old dryer at my home. I called Sears explained that I requested installation when I made the purchase and the representative apologized and said that he would send the installation team back to my home. I informed the representative that I had not received the delivery fee back as promised as yet and he said he would make sure I received it. A short while after that call ended, I received an email to call Sears. After over 3 HOURS of back and forth on the phone, I was told that I never paid for installation and that I paid for only delivery. The cart was set up for me on the day of purchase and I assumed that the initial representative put everything I needed in the cart as requested. The representative I was speaking to then attempted to set up an installation appointment. Then, I was finally told they DO NOT offer installation services in my area at all!
The representative told me that I should have been informed of that on the day of purchase. I explained that had I known that on the day of purchase, I would have NEVER purchased the item. A pickup was scheduled for September 30. On October 2nd, I checked my account and found that I had only received a partial refund of $639.05. I called and was informed that they don’t refund delivery fees and haul away fees and that is why they are keeping my $130.64. I explained that had I been told ON THE DAY OF PURCHASE BEFORE I PURCHASED that Sears did not offer installation in my area, I would have NEVER purchased the item. Additionally, they NEVER HAULED away my old appliance so they’re NOT entitled to keep the money.
Sears is refusing to return either fee even though several employees promised I would receive a full refund. I’ve called at least 15-20 times in regards to this issue and they insist on stealing my money. Had Sears performed the basic customer service standard and at least FULLY informed me that they did not offer installation services in my area, the item would have NEVER BEEN PURCHASED. Therefore, there would have never been a delivery or haul away fee to steal from a customer to begin with. I’m entitled to a full refund because of negligence on behalf of Sears not me.