Sears Canada Inc Company did not credit me on my master card for a broken side-by-side Kenmore fridge which was returned to their Receiving Dept at Eastgate Mall. Hamilton, Ontario

On Nov 13/12, I ordered a glass shelf $123.99 from Sears Canada at 1-800-664-1888 for a side-by-side Kenmore refrigerator from Sears in Hamilton and I used my First Ontario Credit Master card to make the purchase for the shelf.

Nov 16/12, early evening I received the box with the shelf in it.

Nov 17/12, Saturday, I opened the box from UPS and the corner of the shelf was completely broken off.

I telephoned 1-800-664-1888, spoke to Dave, told thim, he took my master card # and ordered  new shelf.  He told me to call 1-866-301-6114 for RETURNS AND CREDITS on my master card.

I called that # and  recording said to call business hours 8-4 pm.

I called Monday morning at 8:23 to hear the same recording.

Nov 19/12, I called 1-800-664-1888, a David from service dept connected me to Julian and she said RETURNS office will call me within 48 hours.  She sent them an email and left a note on my file.  THEY NEVER CALLED, EVER.

Nov 20/12, I telephoned 1-866-301-6114, RETURNS at 10:12 am.  Been on hold 11 minutes, plus 14 to 17 more minutes, now 25 more minutes, finally they won and I hung up.  I tried again at 2 pm and was put on hold by the voice recorder again.

My husband called Julie Davis, Sears Canada store sales rep who sold us the refrigerator for her help but she was off that day but will call us the next day on Wednesday.  She never did.

Nov 21/12, 11 am, I called 1-866-301-6114 RETURNS, was put on hold for 30 minutes.  I hung up.

At 12:14 pm, I called again and was put on hold for another 30 minutes and I hung up.

I telephoned 1-800-664-1888, a repair service man gave me this # 905-545-4741.  This is the store at Eastgate Mall.  He wanted to send a repairman to repair the broken glass shelf even though I was being charged the full price for damaged goods plus the delivery charge.  I cannot forget that.

Between 12 noon and 2 pm, my husband took the box with the broken shelf in it to the receiving department at Sears Canada store at Eastgate Mall in Hamilton.  The man acknowledge receipt of the shelf on the order label that was attached to the box and initialed and dated it and gave my husband a photocopy of it and said I would receive credit for it.

The very next day, the kit arrived from UPS to return the damaged shelf but it was too late as it was at the Sears store in Eastgate Mall.  The RETURNS could have called me as they were instructed to do by Julian.

Nov 27/12, the new shelf arrived and is in one piece.

Dec 4/12, my master card statement arrived yesterday and both costs of the shelves are on it and no credit.  I called Sears at 1-800-265-3675 at 10 am and pressed a series of "press 1, 2, 3 etc and when you did, you were told by an automated robot to press this and that until you did not know what you were pressing and always at anyone of these numbers you were put on hold because your call was important to them.

I have received the December's statement from master card and there is no credit on it at all.

They have worn me down to nothing but headaches, neckaches and sleepless nights thinking about what they  are trying to do and it is not right.

Can you help.  I can send you a copy of the photocopy the receiver at Sears gave us with his confirmation that the broken shelf was returned to his department and with his initials but I need an address to send it.  I have just received the letter I mailed to you at 100 James St S Hamiton ON and it came back "unknown".  Thank you for your time and trouble.