When John Bartolotta’s dishwasher breaks down, he asks Sears for help in fixing it. Then he decides to buy a new dishwasher instead. Can he get his prepaid repair fee refunded?
Question
I recently contacted Sears to repair my dishwasher. A technician diagnosed the problem and ordered a new part. I prepaid $506 for the repair, which included a new part for my dishwasher. Sears sent me the new part.
In the meantime, I decided I wanted to buy a new dishwasher, so I canceled the technician visit and made arrangements to return the part.
A Sears representative promised a refund in writing. But after a month, I haven’t received the money. In the meantime, I have also opened a dispute with Barclays Bank to enlist their help.
Can you help me get a refund? — John Bartolotta, Wantagh, NY
Answer
Sears should have refunded you for the repair promptly, as promised. And the thing is, you have Sears’ promise in writing given on an online chat. There’s no denying that it would refund you $506.
How to navigate the Sears refund process (without getting stuck)
You don’t have to get stuck with a broken appliance, no matter where you buy it. Here are a few strategies:
1. Read the refund policy before you ask about your Sears dishwasher
The first step in getting a refund is understanding the terms and conditions of the repair service, particularly when you’ve prepaid for parts and labor. Review the warranty details and refund policies clearly stated on your original purchase agreement. In your case, the promise of a refund was made in writing, which helped substantiate your claim when things got complicated. Always document your interactions with customer service, whether in written form or through online chats. This gives you the evidence you need of promises made, which can be absolutely essential if you need to escalate your case.
2. Easy on the chargebacks, cowboy!
Credit card chargebacks can complicate matters by freezing any attempts at a direct refund while the dispute is being processed. Although credit card disputes are an important consumer protection tool, they’re your last resort. Instead, try giving the company more time to resolve the issue directly before escalating to a chargeback. This could save you time and prevent delays in processing the refund, especially when the company is already aware of your intentions and has committed to issuing the refund. (Related: Sears refrigerator delivery problem: Can I get a refund?)
3. Anticipate shipping and return delays
Your case also involved returning a part, which added an extra layer of complexity. Make sure that any returned goods are shipped back to the proper address and tracked carefully. Companies like Sears often don’t initiate a refund until they have received the returned parts or goods. If you return something by mail, be sure to get a receipt or tracking number to avoid any confusion or lost returns. This can help expedite your refund process. (Related: Sears canceled the work order for my cooktop stove. I want a refund!)
4. Getting nowhere? You know who to call
If customer service isn’t resolving your issue in a reasonable timeframe, don’t hesitate to escalate your case. Reaching out to higher-level customer service representatives or executives, as you did, can often push your case to the front of the line. In fact, many companies have specific departments or customer service executives trained to handle complex complaints.
Note: You need to get real about your appliance. While electronics and appliances are becoming more disposable, it’s important to weigh the cost of repairs against replacement. In your case, replacing the dishwasher might have been the right decision. But for others, understanding repair costs upfront could prevent unnecessary frustration. Always get a second opinion on repair options before committing to an expensive fix.
What happened to your Sears dishwasher repair?
So what was the holdup in your case?
Well, as I already mentioned, one possibility is that credit card chargeback you initiated with Barclays Bank. When a company plans to refund you and you place the amount in dispute, it can freeze the refund until you resolve the dispute. And that can extend the wait.
Remember, a credit card dispute is a nuclear option for consumer disputes. Use them carefully. In your case, I think you might have waited before contacting Barclays.
Another factor was the complexity of your case. It involved a visit by a technician, a scheduled visit by a technician, a spare part sent to your home and a spare part returned to Sears. That’s a lot to keep track of. It looks like Sears couldn’t initiate a refund on its end until the part was back in its warehouse. (Here’s our best guide to resolving your consumer problem.)
I could see the representatives struggling to make sense of the case in the online chat transcript. And by the way, nice job of keeping a paper trail. If you have to do a credit card chargeback, having a refund promised in writing is a slam-dunk. The credit card dispute department will often view that as a credit memo and side with you in the dispute.
Remember that conversation I mentioned about getting real with your Sears dishwasher?
I think you could have avoided this situation by carefully assessing your broken dishwasher and its related repair costs. You waited until after ordering the part before deciding you didn’t want to repair the dishwasher, which created this case. Unfortunately, many electronics items are disposable, which is to say you use them for a few years and then send them to the junkyard. Sadly, this approach is unsustainable even though it’s profitable to the manufacturers. But I’ll get off my soapbox now.
Appealing to one of the Sears customer service executives I list on this site, might have also helped. Executives have the power to untangle even the most complicated and seemingly intractable consumer problems.
You reached out to my advocacy team, and I decided to contact Sears on your behalf.
“I’m in the process of refunding him,” a Sears representative told me. “He might have to send a copy of his dispute showing that the charge was placed back on his account but I am seeing if we can refund without that.”
You received a full refund for the $506 you prepaid for your dishwasher repair.
