Sears won't issue refund for TV paid for but never delivered


Update; no thanks to Sears, Citibank officials have stepped in to resolve this dilemma. Read about it here:

Just in case you need another reason not to use a store branded credit card, a Sears card holder, Tom, is still waiting for a refund on a TV that he ordered last November at his local store. After finding out that Sears didn't have the specially priced TV he wanted in stock on Black Friday, the store agreed to order one for him. He went ahead and paid for the $1,070 TV with his store credit card.

The customer left for a week long vacation expecting to pick up his new TV upon his return. However the TV was still unavailable. At this point, he was able to negotiate a lower price on a similar TV by speaking with the manager, for which he also paid. He went home with his new TV to bask in its glow.

He soon found out that Sears had not refunded the original purchase price of $1,070 for the set he had purchased on Black Friday, a TV he has never taken delivery of. He has tried speaking to the manager at the local store as well as the customer support for his Sears card, but no one can seem to get their act together and issue a refund. Tom already disputed the charge with the "Disputes" department for his Sears Card but is consistently hung up on, as there is no hold queue for the department. Contacting the local manager has proved fruitless as well, as her phone rings continuously.

Right now the customer is out $1,070.74. It is ridiculous that no one at Sears can step outside the script to help resolve a major purchase for this man. To get closure he may find it necessary to take Sears to small claims court or to approach his State Attorney General.

In Ohio, for example, one can file a complaint online and sit back while the AG's office does all the heavy lifting for you. Tom might also call his local news team -- I am sure they have a "Call for Action" segment that this would fit into quite nicely.

He would have been well advised to use a major credit card instead of a store card for this purchase, so that he could better challenge this charge. Store cards are notorious for having high rates, and in this case have a vested interest in not helping him with the dispute.