- Report: #1125435
Complaint Review: Sears - Select State/Province
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Sears
3333 Beverly Road Hoffman Estates, IL 60179 Select State/Province, USA
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3333 Beverly Road Hoffman Estates, IL 60179
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Sears Sears Market Place No vacuum and No Refund Illinios internet
Ordered a vacuum from Sears, apparently a Marketplace Vendor, on January 20th, 2014. I was unaware that on that same day they charged my creditcard for the purchase. I have never had my card charged until I receive the material. The expected delivery date was 2/14/14. So I have been patiently waiting. The day after the expected delivery date, I sent the Market Place Vendor, HNZONE, an e-mail asking for the tracking number. Never got a response.
So now I have been calling and e-mailing Sears wanting either the sweeper or a refund. Sears say they can't refund. Not to mention I am calling a out-of-country to their customer service. They are rude and very hard to understand. Below is a transcript of e-mail between myself and sears.
Please wait for a Sears Customer Service Representative to respond. This chat may be monitored or recorded for quality assurance purposes. Thank you for holding.
Hi, my name is Bennett, and it is my pleasure to assist you today.
Bennett: Good evening, Cindy.
Bennett: How may I help you today?
Cindy: I have an order that I placed on Jan 20th. The order still shows as processing. When will this ship Order # 624633070
Bennett: I apologize for the delay in processing the order.
Bennett: I'll be glad to check and see what best I can do to help you.
Cindy: Thank you, this hasn't hit my credit card yet, has it?
Bennett: I'll be glad to check the order status for you.
Bennett: May I place the chat on hold for three minutes while I check this information for you?
Bennett:
Cindy: Sure, no problem.
Bennett: Thank you!
Bennett: Thank you for waiting.
Bennett: I appreciate your patience.
Bennett: Please do not worry, you will receive the order on 02/14/2014.
Cindy: Ok, just wondering. Has this been charged to my credit card?
Bennett: Yes, Cindy, you have been charged for this order.
Cindy: I don't think it should be charge to my account, unitil I received the order. I am paying interest on something I don't have.
Bennett: Please be assured that as I have checked the order will be delivered to you on 02/14/2014..
Cindy: When was this charged to my account?
Bennett: I also checked the payment is received on 01/20.
Cindy: I want to know when the vacuum was charged to my creditcard.
Bennett: Sure, I have checked and see that for both items the payment is received on 01/20.
Bennett: Please do not worry, you will receive the item as promised.
Cindy: Again when was the vacuum changed to my credit card? Because I don't have it.
Bennett: I understand that you have not received the payment confirmation email for the vaccum, however in my resource it says you have charged.
Bennett: Please do not worry, this item is sold by our merchant so you can contact our merchant to get this issue resolved.
Bennett: For your convenience we have provided an email link directly to the merchant. This link can be found in your Order History on sears.com, in your Order Confirmation email and also in your Shipping Confirmation email. I will also send you an email with their contact information for your records and I will let them know that you will be contacting them.
Bennett:
Cindy: I will contact Sear's Credit.
Bennett: I understand that you have used Sears credit card.
Bennett: Yes, you are correct you can also contact them to confirm the charges also please contact the merchant to get the update of the order.
Cindy: The problem is you charged my account for the $90 for merchandise that I have not received. Every other company that I deal with does not place the charge on the credit card until the merchandise is received. So, Sears place a charge on my account for mdse that wasn't received.
Cindy: I am copying this e-mail to foward. You haven't address my issue at all. You keep dancing around the fact that a charge hit my credit card and I don't have the mdse.
Bennett: Cindy, please do not worry as I have checked the expected delivery date for the item is 02/14 so you will receive the order on 02/14.
Bennett: I apologize for the confusion, as I have checked the payment is received by us and you will receive the item on 02/14, I'm sorry that you have not charged for this item.
Cindy: The issue is with Sears.
Bennett: Please contact the merchant to get this issue since the item is sold by our merchant.
Cindy: Never mind, you don't understand my point.
This is the next correspondence.
Please wait for a Sears Customer Service Representative to respond. This chat may be monitored or recorded for quality assurance purposes. Thank you for holding.
Hi, my name is Madelaine S, and it is my pleasure to assist you today.
Madelaine S: Good afternoon Cindy!
Madelaine S: It's nice to have you in this chat. How can I help you today?
Madelaine S:
Cindy: I have check and check and check regarding Order #624633070. I have still not received my merchandise, (Vacuum). I sent an e-mail to the vendor and have not received a response and now that site is no longer available. I have also spoke to a person a few days ago that said someone would be checking into to this. Still no Response and it has been over 2months. Plus I don't agree that this amount should have been charge to my creditcard, when I don't have the material. Don't feel like anyone cares about this.
Cindy: Where is my vacuum?
Madelaine S: I'm sorry to hear about that. I'm going to check the order information right now.
Madelaine S: May I also ask for your email address? For verification purpose please?
Cindy:
Madelaine S: Thank you. One moment please while I check the information.
Cindy: Are you still there?
Madelaine S: Yes, still here. I'm checking the information regarding the order. I'm looking at the communications sent out to the vendor so they will contact you also.
Cindy: Can you tell my why my creditcard was charged, when the mdse has not been recieved?
Cindy: And who will contact me, vendor or Sears?
Madelaine S: No, sorry I do not have information on the charges or why it was charge. Once the order is submitted the vendor takes over the order or charges. There was already communication sent to the vendor and we requested that they contact you directly. Please allow Within 3-5 business days to receive an update regarding the order because the communication has just been sent.
Madelaine S: You should be getting an email update also regarding the commmunication.
Cindy: But I also requested an update, directly from the Vendo and have had no response, and that was over 1 week ago.
Cindy: I am paying interest on that amount. Please credit that until the merchandise is received. No other company charges my card, until I have my merchandise.
Madelaine S: I do see the communication attempt for the first time also. We already contacted them the first time and we sent them another communication for the second time. we are giving them a chance to make it right for you.
Madelaine S: And we asked them to contact you directly.
Madelaine S: You will receive that update thru the email within 3-5 business days.
Cindy: Again, I want this item removed from my credit card, until I have the vacuum. I refuse to be paying interest on this amount. Every time I ask about this, I get no real answer. Credit this amount, until the vacuum is received.
Madelaine S: I do apologize I cannot credit the amount because it is the vendor who has the charge for the item. And our research team is looking into this order already because the request has been submitted.
Madelaine S: Please give our research team to look up this situation.
Cindy: Or I will be sending this information to the Cleveland News Station and hope they will help me, resolve this.
Madelaine S: And they will contact you with an update by email.
Cindy: Sears has had two months of no response. Credit this amount.
Madelaine S: I do apologize for the inconvenience.
Cindy: Get you supervisor.
Madelaine S: I do apologize but you can speak with our supervisors only thru the phone. I can give you a number to call. It is 18003494358 and you can request to speak with a supervisor.
Cindy: This is a fraudulent charge.
So, today, -21 I received the following:
Dear Cindy,
We are following up on your inquiry regarding Order # 624633070. We want to confirm that our Marketplace Merchant, HNZONE, was able to resolve your inquiry to your satisfaction.
If your inquiry was resolved, no response is necessary. However, if your inquiry was not resolved or you have any additional questions regarding your order, please reply to this email or contact us at 1-800-283-6940 between the hours of 8:00am and 10:00pm CST.
sears.com
Sincerely,
Jones N.
Sears Customer Care
1-800-283-6940
So, I called the number. They have only left voicemail for the Vendor. They refuse to refund my money and have no ideal when, if, ever this will ship. They said for me to contact the Vendor, HNZone. I have no ideal how to do that. The web page on the Sears site is no longer available. I tried to look up the Vedor myself and can't find them on the interent.
So, to sum up, they won't refund my money and I don't have my sweeper.
5 Updates & Rebuttals
Cindy
New Philadelphia,Ohio,
Last Response
#2Author of original report
Sun, April 06, 2014
You state that the person was helping me. You are incorrect. You also stated the following,"A payment being 'received' and a 'charge to your account' are the same thing.
This is why I won't respond again. How ignorant are you? A payment is a credit and a charge it a debit. Again, get a life.
WoW
Kingman,Arizona,
...What?
#3Consumer Comment
Sat, April 05, 2014
As a matter of fact, I read your entire post, word for word. A payment being 'recieved' and a 'charge to your account' are the same thing. What exactly are you wanting to know here? Customer service anywhere is only going to be as good as the single person in that company that you get ahold of. I do work in the customer service field and I do know that I deal with things like this every day. Mostly complaints about things not being properly explained to them, when in fact everything was explained perfectly, they just weren't listening because they thought what was being explained was not important. My only issue with your report was the fact that you not only completely dismissed the person trying to help you, but you listed them by name and said that they were not helping you at all, when they answered your question multiple times, even though you kept asking it.
Cindy
New Philadelphia,Ohio,
Did you even read the correspondence.
#4Author of original report
Wed, April 02, 2014
I do not believe you actually read anything listed in the correspondence. Never once did the associate tell me when the charge was placed on my account. He keep telling me that my payment was receive. I believe that you probably work for Sears. They have terrible customer service. As evident, in the correspondence and lack of response. Also evident that the BBB and the State of Ohio were also looking into their practices. I stand by my claim. Get a life......
WoW
Kingman,Arizona,
Wow
#5Consumer Comment
Sun, March 30, 2014
After reading all this, I am amazed. Looks to me like you are very difficult to deal with and a terrible listener.
First of all, your conversation with Bennet:
Cindy: When was this charged to my account?
...
Bennett: I also checked the payment is received on 01/20.
Cindy: I want to know when the vacuum was charged to my creditcard.
...
Bennett: Sure, I have checked and see that for both items the payment is received on 01/20.
...
Cindy: Again when was the vacuum changed to my credit card? Because I don't have it.
...
Cindy: I am copying this e-mail to foward. You haven't address my issue at all. You keep dancing around the fact that a charge hit my credit card and I don't have the mdse.
...
Cindy: Never mind, you don't understand my point.
Well, he seemed to answer the question of when your card was charged several times, yet you kept asking him and he apparently was of no help to you.
Secondly, what companies do you shop with that don't charge you for your order until it arrives at your home? I have been an shopper/online shopper for a great length of time and have never seen such a thing. Everything I have ever bought or ordered has been charged immediately, whether I have to wait for the item or not.
As far as 'paying interest on and item you have yet to recieve'... you don't have to wait until you have the item to pay off the charge on your credit card. If you are waiting, you deserve the interest, because you obviously have no concept of how the world works. Seems to me like Sears on their end is doing everything they can to help you, I don't know what to say about the actual company the item came from, but if they are the ones who charged your card, Sears can't refund it just to make you happy.
Sears Cares
Hoffman Estates,Illinois,
Sears Cares
#6UPDATE Employee
Tue, February 25, 2014
Cindy,
We thank you for bringing this to our attention. My name is Liz and I am a member of the Sears Cares Escalations team. We can truly understand how important it is to have your vacuum delivered in timely manner. We would be happy to connect you with one of our dedicated case managers to look into this further and address your order concerns. Please send the following information – contact #, screen name (Cindy), phone # used at time of purchase to [email protected]. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
