I ordered a scroll saw and 4 sets of saw blades for the scroll saw on 1/6/2013. Three days later, on 1/9/2013, I received a package from sears.com. The label on the outside was addressed to me correctly. However, something was quite wrong, as my package label stated that it weighed 36 pounds. In truth the package weighed about 3 or 4 pounds. I opened it up and discovered I received two items that I did not order. A 19.2 volt car vacuum, Craftsman and a 19.2 volt flashlight, Craftsman. On the billing invoice inside was a name I did not recognize. A customer in Massachusetts. I immediately contacted sears.com about the issue and they said, "you'll receive an e-mail within 48 hours with instructions on what to do". The sears.com rep had no idea where my correct package was.
Waited three business days. Never received an e-mail. Called back sears.com customer service again. The rep then stated, "our records show that you received the package of merchandise". At that point, i requested to speak to a manager or supervisor, as I was getting frustrated. I spoke to a Layton and she send this information about the mixed up packages to her resolution dept. I was to be contacted in 3 to 5 business days. Sears.com sent out a call tag to pick up the incorrect merchandise. Two days later, United Parcel Service (UPS) showed up with a call tag to pick up an ANGLE GRINDER. I would not release the package, because that wasn't the contents as listed above. Also, they had me listed as the customer in Massachusetts, living at my Maryland address. Oh man, what a mess.
1/15/2013, Husband stopped by Sears store in Hanover Mall, Hanover PA. Store mgr provided him with a phone number to call regarding this issue. Spoke with customer service for Sears, Calvin, who stated since I purchased item online he could not help me and transferred me to Sears.com. Spoke with customer service rep who firmly told me several times that their resolution dept was working on this issue and I would hear from them by 1/22/13. Unable to be transferred to a manager, still cannot tell me where my package is. I did however receive an email from Sears customer service for a survey for Agent 1850. We did receive saw blade that was shipped separately from original order today, Sears.com rep was notified of this.
1/22/13 Spoke with Sears rep Gilbert, was told there would be a refund issued. Refund on saw blades x3, no mention of scroll saw itself (119.99)
1/23/13 Spoke with Sears rep Edenyl regarding refund of scroll saw (119.99) was informed it would take 3-5 business days for refund.
1/29/13 Spoke with Sears rep Jenni regarding refund of scroll saw (119.99) was told several different responses, the item was shipped, the item was being researched, the item was pending refund. Was told charge for scroll saw (119.99) will be refunded by end of business 1/30/13. Order number 00921602000.
I am certainly getting the runaround. I just want my refund of $119.99 for the Craftsman scroll saw that I never received. And I can't seem to get that. Not sure where to turn now to get satisfaction. I will NEVER deal with Sears again.