- Report: #722231
Report - Rebuttal - Arbitrate
Complaint Review: Hester Entertainment
Hester EntertainmentInternet United States of America
Hester Entertainment Ordered Xbox360 and Kinect from Sears.com, Internet
*UPDATE Employee: Sears Cares
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When I did not receive my order between 4/20 and 4/22, I called Sears on 4/22/11, contacted Sears online Chat on 4/23/11 and spoke to 4 Sears customer support reps on 4/25 as well as 1 Sears online Chat rep also on 4/25. I have gotten the run around in regards to what Sears will do. Since Sears already accepted my credit card for payment and billed my credit card, I believe Sears should be contacting the 3rd party seller instead of me.
I was told pretty much the same thing by all the representatives:
1. I need to email Hester Entertainment myself.
2. I need to call the Hester Entertainment myself.
3. If I get no response, I may THEN contact Sears to assist in a resolution.
4. Sears will then email the seller and I must wait 5 to 7 business days.
The Sears customer support for the Sears.com side has been terrible. These are some of the lowlights of the ordeal I had to go through with Sears:
1. I was told by the Sears Rep that I will be connected directly to the seller via phone call. I specifically asked what would happen if no one picks up, since I already called and the telephone company said the person is not available. The Sears Rep said she would stay on the line with me. I ended up getting disconnected and had to call back.
2. I asked a question to the Sears Rep and she was unable to answer me. I asked to talk to a supervisor and the Sears Rep said that what she told me is what the Supervisor will say and wouldn't transfer me to a supervisor. I ended up getting disconnected by the Sears Rep and I had to call back.
So, I have already tried to contact the third party seller to no avail. I have contacted Sears numerous times and right now, I am waiting for a call back from a customer service rep that is taking this case on even though she does not work in the Sears online sales side.
This report was posted on Ripoff Report on 04/26/2011 12:00 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hester-Entertainment/internet/Hester-Entertainment-Ordered-Xbox360-and-Kinect-from-Searscom-Internet-722231. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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