Complaint Review: Sears - Hoffman Estates Illinois

On November 5, 2002, I ordered $493.60 worth of tools from Sears.com. When my package arrived, one item was not inside of the box, an 8-ton hydraulic jack. I pulled the packing slip from the box and scanned it to see if it mentioned the jack coming in another shipment. I found the jack listed but instead of initials by it, which I assume denotes the employee who put the item into the box, there was a "0". I called Sears to check when my jack would be arriving. The rep told me that it was in another box and should arrive the next day. She said to call back if it didn't arrive.

On the next day, the jack still didn't arrive so I called Sears back. The rep told me that she would place a "tracer" on the package and that UPS would report on its location within 3 days. I asked for the tracking number so I could see where the package had gone. She gave me one and I logged onto UPS.com to have a look. When I pulled up the tracking information, it was for the package I had already received, the one that the jack was not in.

I called Sears back and asked for the correct tracking number for the 2nd package. The rep got upset with me and said flatly "That IS the correct tracking number. I'll file a claim with UPS for a lost package. They will contact in 8-10 days about it." I again told her that the tracking number I was given was for a package that already arrived, and my jack wasn't in the package. The rep told me, "Well call UPS yourself."

I called UPS and they told me what I already knew, that tracking number was for the package I already received. They also told me that they had no record of a 2nd package coming to my address.

At this point, I was to mad to call Sears so I sent an email to them. When that was ignored, I sent a comment/complaint via their website and demanded that a supervisor call me. When I still didn't hear from Sears, I called again. The lady I spoke to informed me that the previous rep had made a mistake and that they had to refile a claim with UPS, this time as a "drop-out" complaint. I told her that an 8-ton jack didn't drop out of the package. It wasn't damaged, had no sign of retaping, was packed to the top with packing peanuts and had an invoice that said "0" next to the jack. She apologized and said it would be another 8-10 days before they could help me.

On November 14th, I got a phone call from a man who said he was a supervisor. He apologized to me for the problems and admitted that they "are having growing pains at the new warehouse". He said that from my description of the box and invoice, he would make a note that a "drop-out claim" was not necessary. He also said that he would "put in for a refund" for me. I told him that I needed the jack and he agreed to ship me one but I had to pay for it, because a refund was going to be issued for the other one that wasn't shipped. I agreed and he promised to refund my shipping costs on this one for my troubles.

I got the jack the supervisor shipped me and he did indeed refund the $8 shipping charge. However, I still had not received a credit to my credit card for the 1st jack. The total for it with taxes and shipping was $40.08.

I called Sears one last time to find out why I hadn't been refunded. The gentelman who answered my call put me on hold for over 8 minutes and when he came back, he said that he "put in a request for a refund" for me. I told him that my request was made weeks prior and I still hadn't got it. He informed me that "no, I've reviewed the notes on this order and there is nothing here about a refund due to you. You can call back in a few days and check on it if you want."

I gave up and wrote a letter to the address provided on their website: Sears National Customer Relations, 3333 Beverly Road

, Hoffman Estates, IL 60179. I explained everything that had happened and asked them to immediately resolve this matter. I had delivery confirmation placed on the envelope and they received it a week ago. I included all of my contact information and asked that someone immediately call me about the matter.

Of course, I've heard nothing back and doubt that I ever will. Today is December 15 and it has now been 41 days since my order and still no refund.

Nicole

Barney, Georgia
U.S.A.

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