- Report: #967831
Complaint Review: sears
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| sears
Internet United States of America |
|
sears no refund, ignored, blocked, Internet, Internet
*Consumer Suggestion: Go in store with your problem
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Fix it the right way.
Corporate Advocacy Program™
On October 20, 2012 I ordered a dish set from Sears.com with a gift card given to me for my birthday. I received the package a week later, and inside there were broken dishes. Sears didn't even bother to put the original, thin, flimsy cardboard box into a bigger box with the correct packaging material, they shipped it in the original box and of course it was all mangled.
I hopped onto their chat system IMMEDIATELY upon opening the box to find the damaged merchandise. I was told that I would not get my money back, but that they would send me another set. I was also told that I would receive a UPS shipping label in my email within 48 hours. (I screenshotted my entire conversation by the way).
I did NOT get a label in 48 hours like I was promised, I waited another 24 hours, and then another 24 hours. Still nothing. I jumped on their Facebook page and emailed them and asked where the label was so I could send back the damaged merchandise. On October 29th I finally received a response via email, (after complaining on their FB page and telling other people to go somewhere else and spend their money!) and they were questioning me about the damage, etc. I immediately sent them the answers to their questions, as well as 8 pictures showing the damage to the box and the broken dishes. I finally was able to get a response, and on October 31 I received a label to print and ship.
I packaged all of the dishes and put it in the original box, and sent it off to UPS the next day. I received a tracking label and on November 6 they received my package at 11:05am. I have emailed them once a day, every day about the status of my refund and I still have NOT been told what is going on with the order. They have blocked me from their Facebook page because I would comment every day on there as well. I have received emails from 3 different people, but have yet to come to a resolution and I have yet to hear from either one of those people about my package. I have upheld my part of the bargain by sending it off, I see they have received it and they are flat out ignoring me!
My friend posted on their FB wall on behalf of me and she was told that I was blocked because I was posting repeatedly-you're darn right I was! I HAD to to get someone to tell me what is going on!! They told my friend they are diligently working on the situation. It's quite laughable, I mean, why can't they email me themselves and tell me that?? I will continue to email and call every day until I get my money back. This is ridiculous!!!
I have kept every single email since I initially ordered, I have lots of pictures showing the damage, and I have all the screen shots from my online chat.
I hopped onto their chat system IMMEDIATELY upon opening the box to find the damaged merchandise. I was told that I would not get my money back, but that they would send me another set. I was also told that I would receive a UPS shipping label in my email within 48 hours. (I screenshotted my entire conversation by the way).
I did NOT get a label in 48 hours like I was promised, I waited another 24 hours, and then another 24 hours. Still nothing. I jumped on their Facebook page and emailed them and asked where the label was so I could send back the damaged merchandise. On October 29th I finally received a response via email, (after complaining on their FB page and telling other people to go somewhere else and spend their money!) and they were questioning me about the damage, etc. I immediately sent them the answers to their questions, as well as 8 pictures showing the damage to the box and the broken dishes. I finally was able to get a response, and on October 31 I received a label to print and ship.
I packaged all of the dishes and put it in the original box, and sent it off to UPS the next day. I received a tracking label and on November 6 they received my package at 11:05am. I have emailed them once a day, every day about the status of my refund and I still have NOT been told what is going on with the order. They have blocked me from their Facebook page because I would comment every day on there as well. I have received emails from 3 different people, but have yet to come to a resolution and I have yet to hear from either one of those people about my package. I have upheld my part of the bargain by sending it off, I see they have received it and they are flat out ignoring me!
My friend posted on their FB wall on behalf of me and she was told that I was blocked because I was posting repeatedly-you're darn right I was! I HAD to to get someone to tell me what is going on!! They told my friend they are diligently working on the situation. It's quite laughable, I mean, why can't they email me themselves and tell me that?? I will continue to email and call every day until I get my money back. This is ridiculous!!!
I have kept every single email since I initially ordered, I have lots of pictures showing the damage, and I have all the screen shots from my online chat.
This report was posted on Ripoff Report on 11/11/2012 06:42 PM and is a permanent record located here: http://www.ripoffreport.com/r/sears/internet/sears-no-refund-ignored-blocked-Internet-Internet-967831. 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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Go in store with your problem
AUTHOR: emilia.bown - (United States of America)
SUBMITTED: Monday, November 12, 2012
Wow, it sounds like you've been through quite an ordeal. Sorry to hear about that. With regards to your situation though, I think you may have more options available. I think that going to their facebook page and posting many negative comments might have been the wrong approach. From their point of view, it might seem like you were damaging their reputation before they had a chance to resolve the issue. Additionally, I am sure their social networking marketing department is completely separated from their customer service department.
In any case, I feel you should try going into an actual Sears store with your problem. Print out all of your documentation that you have (e-mails, receipts, UPS stuff, etc) to bring it with you. Ask to speak with a manager or customer service representative, and try to amicably go over your problem. Tell them that you have run out of customer service resources, and that this is your last resort before writing letters to corporate. I believe they will be able to put you in contact with people that can resolve the issue, or may even be able to resolve the issuse in store themselves.
If this fails, as a last ditch effort I would then try writing letters to as many corporate customer service executives as possible. In these letters make sure to tell them of your plans to send a report to the BBB.
Good luck!
In any case, I feel you should try going into an actual Sears store with your problem. Print out all of your documentation that you have (e-mails, receipts, UPS stuff, etc) to bring it with you. Ask to speak with a manager or customer service representative, and try to amicably go over your problem. Tell them that you have run out of customer service resources, and that this is your last resort before writing letters to corporate. I believe they will be able to put you in contact with people that can resolve the issue, or may even be able to resolve the issuse in store themselves.
If this fails, as a last ditch effort I would then try writing letters to as many corporate customer service executives as possible. In these letters make sure to tell them of your plans to send a report to the BBB.
Good luck!
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