#20
Thu, January 02, 2003
I have finally received a credit for this item, but it is $8.00 short. Sears expects me to pay the shipping for an unshipped item since the supervisor gave me free shipping on the replacement. Now that the holidays are over, I'm going to get back on the phone and try to get my $8. The free shippings was offered as a "token" for my trouble and now they are trying to take that away from me.
And my letter to Sears got no response. Why am I not surprised? Because my 60 day dispute window with the credit card company has passed, I'm on my own for recovering my $8 dollars that are still owed to me.
Howard
Ingleside,#3Consumer Suggestion
Fri, December 20, 2002
So far you have done everything correctly. However, I hope that you have documented who and when and what was talked about each time you called.
Next, you should write to credit department that you are disputing a charge, and explain why and who, when and what was said in all your conversations with the Customer Service. That way you will not be charged interest on the unpaid balance.
Lastly, I am not making up an excuse for Sears, but when dealing with companies this large they get a lot of calls each day, the employee turnover rate is very large in customer service departments, so training, follow up etc, will not be on the par with smaller companies. It is unfortunate but tis true.
#40
Mon, December 16, 2002
I called Sears again today to check on my refund. I spoke to Lori and she told me that Sears would not issue a refund until all the claim paperwork from UPS was "in". Lori said that it looks like the paperwork arrived on December 12th and that she would now put in for the refund department to process my refund. Funny, I've heard that 3 times already since November 6th.
I'm not sure what makes me more upset: the fact that they are delaying a refund by what will be probably 2 months or longer (if ever) or that they are trying to make UPS pay for an item that couldn't have been lost by UPS because it was never shipped.
My opinion of Sears drops lower with each passing day. I have to wonder how I had so many wonderful years of service with this company, only to have a blow-out over a $40.08 refund they don't want to hand over.
I'll update this post as soon as one of these happens: I get a reply from my letter to the corporate office or the 1 week is up and I check to see if my refund has finally been posted.