A bit off topic but I'd like to publicize this in an attempt to resolve the situation and to warn others about Sears lack of customer service.
I ordered a part from Sears for my refrigerator, attempted to cancel that part the following day, was informed Sears can't cancel part orders (huh?), followed the return instructions to a "T", and have yet to see a full refund after 60 days. I've had 6+ communications with Sears only to receive the run-around every time.
My advice: don't shop at Sears. If anything goes wrong, they will drown you in bureaucracy betting that they'll outlast you.
My comment posted to Free Money Finance received a highlight (scroll down) recently. FMF's author is fighting Sears on about a malfunctioning elliptical exercise machine.
Here are the full details of my tussle wrapped into a recent email to Sears. I'm posting the response which is consistent with the previous 6 responses, "can't help you...talk to department XYZ". Pathetic. Looks like I'm not alone:
Sears.com Customer Service Request
email@example.com Mon, Aug 28, 2006 at 4:00 PM To: jeff
Please include the following line in all replies.
Tracking number: xxxxxxx
Dear Jeff ,
Thank you for contacting Sears.
We have reviewed the status of your order and found that your order was
placed through a local Sears parts and repair center. PartsDirect is
unable to obtain shipping information or process transactions for parts
and repair center orders. For further assistance with your request, please
contact the parts and repair center where the order was placed. To obtain
the phone number and address to your local Sears parts and repair center,
you may visit us at http://www3.sears.com and click on 'store locator'.
Enter your zip code, select the 'service centers' box, then click
If we can be of additional assistance with any of your parts needs, please
contact us at partsdirect@customerservice
.sears.comor call us at
Shop sears.com now to pick up great products for the season.
Sears Customer Care
> -----Original Message-----
> From: Jeff
> Sent: Aug 28, 2006 11:25:09 AM CDT
> To: firstname.lastname@example.org
> NAME: Jeff
> E-MAIL ADDRESS: Jeff
> MAILING ADDRESS:
> DAY PHONE: xxxxxxx
> EVENING PHONE: xxxxxxxx
> BROWSER/OPERATING SYSTEM: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.12) Gecko/20050915 Firefox/1.0.7
> Dear Sir/Madam,
> Action item: Refund me $56.84 for a part I ordered on 6/24/2006, tried to cancel, and returned on 6/28/2006.
> Order#: xxxxxxx
> Part#: xxxxxxx
> Phone: xxxxxxx
> On the 24th of June, I ordered this part for my refrigerator. The next day, I fixed the refrigerator without the part. I called to cancel my order on the 25th of June.
> The woman I spoke to on the 25th told me Sears was not capable of cancelling orders. Instead, I should take delivery on the part and return it to any US Post Office.
> On Wednesday June 28th, I received the part. On Thursday June 29th, I returned the part to the USPS office refusing delivery.
> I have yet to receive a refund for the $56.84. Today is August 28th, 2006 I've spoken to Sears 4-5 times now and am attempting one last time before taking this issue public.
> 8/8/2006 - Bill (local rep), call 800#
> 8/8/2006 - Karen (800#), turned over to accounting, will call (Sears never called)
> 8/18/2006 - Julie (800#), re-submitted to accounting, will call in 2-3 days (Sears never called)
> 8/25/2006 - Maricella (Emp#: xxxxx), claimed she couldn't escalate the issue; call the local office
> Please refund the $56.84 to my credit card or send a check to my address for the part I returned to you.
> I'm a very good customer. I bought a house recently. All my appliances are Kenmore. All my paint is Sears. Almost all my hardware and shop tools are Craftsman. I've spent thousands of dollars with you all over the years.
> Please provide this refund or I will forever sever our relationship and do my best to publicize the pathetic level of customer service I received in this situation.