in this commentary
- Sears accepts payment for installation but leaves the washer job unfinished.
- The company ignores refund requests, showing how communication quickly collapses.
- Escalate your complaint with proven steps and win back the refund you deserve.
Sears can’t install James King’s washer, and it won’t refund him. How can he get the company to honor its obligations?
Question
I prepaid Sears for a washer installation recently. Despite following up with multiple emails and a phone call, Sears has not installed the appliance.
I’ve asked for a refund, but Sears has not responded. I worry that my consumer rights are being ignored, and I feel misled by a company I once trusted. I have documented every correspondence and maintained a thorough paper trail as you recommend.
I need guidance on how to secure the refund I am entitled to and whether I have any additional recourse under consumer protection laws. I am reaching out because I believe your advice can help me make sense of this confusing situation and push for accountability. — James King, Carmel Valley, Calif.
Your voice matters
This customer had to fight for a refund for a service he never received. Should it be this difficult to get your money back?
- Have you ever paid for a service that a company failed to provide?
- Do you think Sears should have refunded the installation fee immediately, no questions asked?
- What would you have done in this customer’s situation?
Answer
Sears should have installed your washer or refunded your entire payment immediately. Under Federal Trade Commission guidelines and state consumer protection laws, a company must give you a full refund if it can’t render the service. Sears’ policy is also clear: You deserve to get all your money back.
You did the right thing by sending a written complaint and following up with Sears in writing. It’s vital to keep a detailed paper trail of every email, phone call, and correspondence. Remember, you can appeal any rejection through the Sears executive contacts I publish on my consumer advocacy site, Elliott.org.
Read more insightful reader feedback. See all comments.
When I reviewed your paper trail, I saw evidence that Sears was trying to send a technician to your home. But you say no one showed up. Finally, you gave Sears a one-star review on a consumer site and called it a “scam.” That’s understandable, but I think you might have also appealed to an executive at Sears. They might have been able to fix this for you quickly.
I can’t tell what went wrong based on your records and my subsequent conversation with Sears. But Sears has been experiencing some service problems lately, which I’ve documented in this column. I think that’s important to know if you’re thinking about buying an appliance from Sears and contracting with the company to have it installed. You may encounter some delays.
It’s also unclear why Sears wouldn’t give you a quick refund. If a company takes your money but doesn’t provide a service, you should get your money back quickly, no questions asked. I contacted Sears on your behalf. A representative quickly agreed to refund you the $190 in labor charges you had prepaid.
Service not delivered?
Follow these steps to get the refund you’re owed.
Create a paper trail
From the very beginning, document everything. Keep every email, order confirmation, and note from phone calls (including date, time, and who you spoke with). This is your most critical evidence.
Make a formal request
Send a polite but firm written request for a full refund. Clearly state that the service was not rendered as promised and reference your order number. Avoid angry or emotional language.
Escalate to executives
If customer service ignores you or refuses your request, don’t give up. Use a company directory to find and email a high-level customer service manager or executive. A short, polite email to the right person can work wonders.
Contact an advocate
If the company still won’t budge, it’s time to get help. Reach out to a consumer advocacy organization. A third-party mediator can often break a stalemate and secure your refund.
Pro tip: The power of patience
While online reviews can make you feel better, they are often less effective than a direct, polite appeal to a company executive. Escalating your complaint up the corporate ladder is the fastest path to a resolution.
Is your Sears service request going nowhere?
When standard customer service isn’t solving your installation or repair issues, you need to talk to a real person. We’ve got the direct contacts for the Sears executives. Get the Sears executive contacts
What you’re saying
Your reaction to this story was clear: when a company fails to provide a paid-for service, it must issue a prompt refund. You shared your frustration with the communication breakdown and offered savvy advice on how to get results when a company goes silent.
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It’s a simple contract
Many of you, like The Brown Crusader, noted that this isn’t complicated. If you pay for installation and it doesn’t happen, you’re owed a refund. It’s a basic principle of doing business, and you shouldn’t have to ask for your money back more than once.
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Skip the rant, email an executive
Our top commenter, Tina, shared a lesson that resonated with many: posting angry reviews is satisfying but rarely effective. The best strategy is to remain polite and send a short, direct email to a company executive who has the authority to solve the problem.
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The silence is disrespectful
Several of you were most frustrated by the company’s silence. As Laura put it, ignoring a customer’s legitimate request for a refund isn’t just bad service—it shows a complete lack of respect for the person who paid them.
