Sears.com and Sears Executive Office
Complaint 142705 Details

Purchased a floor vent fixing for a Samsung dryer at a cost of $50 plus tax. Paid for with a debit card. Purchase made 7/28/2012. Order no 385572869 Received an email on 8/3/2012 to say it was at Tappahannock store which is 25 miles away. Was informed that if I didn't receive it within 5 mins of entering the store, then there would be a $5 coupon for my troubles.

Went to store, they did not have it and took 15 mins to tell me that. Complained to manager and sought a refund. He refused to give me one. Asked for him to follow up and get the part. He undertook to do so.

Within 10 mins of return journey received an email canceling order. No explanation and no contact from manager. Called Headquarters Executive spoke with three separate members. None could contact the branch. Spent over 1 hour and close to 2 calling the store the telephone showed busy. Obviously done by store because manager was using a cell phone to make calls.

So far refund not received, no explanation for arbitrarily canceling order. No acceptance of any responsibility. No explanation as to why they said it was in store when it clearly was not, no offer of compensation for the time wasted, the gas used for a 50 mile round trip. No contact with the incompetent manager who chose to cancel the order rather than deal with it.

Sears claim to be a top retail store. They are the pits. Dreadful. I asked for the name of their CEO. I am still waiting. I asked To speak to a manager and they flatly refused and one Roy claimed he was a manager. I dont think so. He most certainly didn't resolve this issue. 50 bucks is neither here nor there but being treated like dog dirt is another matter. I will never set foot in a Sears store or visit their web site ever again. Thank god for Costco.