After two days and a handful of mostly unfriendly and even possibly fraudulent* customer service reps, we have finally resolved our air conditioning order (we are in the process of canceling it) with a promise that we won't be charged anything for canceling our order. We ordered two air conditioners on Sat with a phone rep from Sears online. He did not inform us that our air conditioners would be sent to us via UPS (the previous week we had a dishwasher home delivered) which we would never have assumed since we were paying for someone to actually install one of the air conditioners. We had every reason to believe we were receiving Home Delivery. But alas, we were getting UPS shipment which is instantly processed and cannot be canceled! The customer can refuse shipment, and then incurs shipment charges! When we called Sunday to cancel our order that HAD NOT SHIPPED yet they would not cancel shipment or our order. Finally, we have been told we will have our shipping charges refunded (we have to REFUSE SHIPMENT!)...but this, we are told, is an exception to the rule!
Be warned!
*Yesterday we had one customer service rep tell us our order had a 95% chance of being canceled; yet our order was shipped first thing this morning.
Update: It's Sept. 11 and we have yet to be refunded by Sears. We had to tell UPS to return the items at our doorstep. Sears keeps saying we'll be refunded in a few days, then there's a new reason it's ANOTHER few days, etc. My husband wrote to the CEO yesterday and we're wondering how many letters he gets.
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