- Report: #1490112
Complaint Review: Sears - Hoffman Estates IL
Reported By:
Gretchen -
Menomonee Falls, WI, United States
Submitted:
Updated:
-
Author Confirmed
Why?
Sears
3333 Beverly Road Hoffman Estates, 60179 IL, United States
Phone:
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Web:
https://www.sears.com
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Sears Wrote to Sears customer service multiple times and have been completely ignored. Hoffman Estates IL
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On November 19th, I ordered a gift for my grandson which turned out to be the wrong model. This was pointed out immediately by my grandson and the item was never opened. I contacted Sears to return the item, copy and pasted the address onto the shipping label and didn't think anything of it.
The item was sent back on December 2nd and to my surprise, I got an empty box back weeks later on December 17th. I assumed there was perhaps a mistake but I double checked the address and tracking shows it was delivered to the proper location but was returned to me.
I emailed Sears about the issue to the regular customer service email and also the email of Ann Infusino and Rob Baker, both higher-ups at Sears customer service. A week went by and I got no response. I was away for Christmas so my son called and spoke to a representative who said they looked into it and a refund was being processed and everything was fine.
The same day I get an email saying the item was never delivered back. I responded with tracking numbers and a photo of the return shipment. 5 more days go back, no refund and no response to my email. At the start of January now I contacted Sears chat support who gave me a refund reference number and said it was initiated on December 31st and everything was fine.
The next day I get the same copy and paste email from Sears saying the item was not returned and to provide the serial number of the product and the tracking. I responded saying the item was not opened so I did not know the serial number and again, provided the tracking and images of the return shipment.
6 more days went by, no refund and no response from Sears. I for the last time contacted Sears chat support who said they were escalating the issue and everything would be fine. I told them I've gotten nothing but the same copy and paste emails requesting information. This time I provided the requested information to Sears chat support.
Again I got the exact same copy and paste email from Sears support. It's pretty clear they don't care. I've emailed their higher up offices and their customer service emails after double-checking for accuracy. Again no response whatsoever. This has literally been the worst customer support experience I've ever had.
