Stuck with a pair of shoes – and confused about Sears’ refund policy
Olga O’Hara wants to return the shoes she bought at Sears.com, but she’s getting mixed signals from the company about how to do so. Is she stuck with her purchase?
Problem Solved
Problem Solved is a weekly consumer column that fixes reader problems. From broken laptop computers to faulty kitchen appliances, nothing is off limits for this feature. Each story brings a fresh problem and solution in an engaging and succinct Q&A format.
Wireless company failed to deliver modem, then pocketed my money
Klaus Schuller’s wireless modem doesn’t arrive before his trip to Europe. It doesn’t arrive while he’s in Europe. Instead, it’s waiting for him when he gets home. Why can’t he get a refund for a hotspot he never got to use?
The unauthorized guide to fine print, holiday edition
When Ben Blout invoked a big-box store’s “low price promise” after discovering a lower price on his merchandise, he learned something customers rediscover every holiday shopping season: some restrictions apply.
Why won’t Starwood let me change my reservation ?
Carol Pratt is stuck with three pre-paid nights at a Starwood Hotel. Even though she wants to move the reservation by a few days, the hotel won’t let her without losing all of her money. What’s going on?
My Toyota Sienna needs your help
Philip Boutelle’s minivan is a money pit and Toyota doesn’t seem to care, even though it issued a limited recall. Can this car be saved?
5 things customers say during the holidays – and what they really mean
It’s that time of year when you follow the herd to the mall and gorge on the displays.
Westgate promised, but did it deliver?
Westgate promises Matt Solum “free” ski lessons, tickets and cruise vouchers as part of his timeshare purchase. But when it doesn’t deliver, should he get his money back?
American customers have it bad – but here’s how it can be better
Did you know that when it comes to customer satisfaction, the United States falls short of the top 10, behind Russia, Poland and Chile? That the worst industry for service is social media? Or that the worst time to contact customer support is after 6 p.m.?
Sprint said it would unlock my phone – did it break its promise?
Sprint promises it will unlock Bill Fuller’s iPhone. Why won’t it?