Jonathan Schlefer has a delivery problem with his new Sears refrigerator. Despite repeated promises, the company won’t deliver it. Can he get his money back?
Question
I ordered a refrigerator two months ago from Sears online and paid $803. I received an email stating it would be delivered two weeks later. But I never received the refrigerator, even though the site says it was delivered.
When I log in to my account on the Sears site and access the refrigerator order, there’s a notification that if I need help, I should call the Sears 800 number. I called and an associate told me I would receive another call within four days with information about a new delivery date.
I got no call or refrigerator, so I called a week later. This time an associate told me I would receive a call two weeks later with the delivery date. Yet again, I got no call and no refrigerator.
I’ve tried using the “Contact Us” feature on the Sears site, but it just links to standard canned questions and answers. I tried replying to the email from Sears about the delivery, but Outlook said “The recipient’s domain location information failed.” I’ve tried several executive emails, but they are bouncing.
I’d like my money back so I can order the refrigerator from a place that will actually deliver it. Can you help? — Jonathan Schlefer, Jamaica Plain, Mass.
Answer
Sears should have delivered your refrigerator when it promised to — within two weeks.
Delays can happen, but when they do, it’s on the company to update the customer. It appears that in your case, Sears completely failed to keep you posted. Quite the opposite, actually. It claimed to have delivered your appliance even though it hadn’t. That’s unacceptable.
What happened? I asked Sears and, true to form, it had no response. I’m only left to speculate. Sears has had a rough couple of years, and it wouldn’t surprise me if it had a few supply chain snafus. Certainly, its website — the one that erroneously told you the refrigerator had already been delivered — needs an upgrade.
How do you resolve a Sears delivery problem?
Sears, once a go-to retailer for everything from appliances to furniture, has faced numerous challenges in recent years, including issues with deliveries. If you’ve experienced a problem with a Sears delivery, there are steps you can take to resolve the issue and ensure that you receive your appliance.
1. Review your order and delivery details
Before contacting Sears about your delivery problem, it’s important to have all your order information handy. This includes:
- Your order number and confirmation details (you can find them in your Sears account or confirmation email).
- The expected delivery date and any tracking information.
- Any communications from Sears regarding your delivery status or changes to your order.
Ensure that the delivery issue is actually with Sears and not a miscommunication regarding your order. Sometimes, delays may be caused by external factors like weather, holidays, or third-party delivery carriers.
2. Contact Sears customer service
If your delivery is late, missing, or damaged, the first step is to reach out to Sears’ customer service team.
- Phone: Call the Sears customer service number at (800) 349-4358. Be prepared for long hold times, especially during peak hours.
- Online: Visit the Sears customer support website to find options for chat support or email assistance. Some issues can be resolved faster through online chat.
- In person: If the delivery issue is related to a local store order, you can visit the store where the purchase was made to discuss the issue with a manager.
Be clear about the issue you’re experiencing and have your order information ready. If the delivery is late, ask for an updated delivery window. If Sears delivers an item damaged, request either a replacement or refund.
3. Track the shipment
If Sears has provided a tracking number, check the delivery status. Many third-party shipping services like UPS, FedEx, or local delivery services handle deliveries for Sears. Tracking the shipment can help you understand whether the delay is within Sears’ control or caused by an issue with the carrier.
If the tracking information indicates that the package was delivered but you haven’t received it, ask Sears to investigate the delivery with the carrier. If it’s been misplaced or lost in transit, Sears may need to file a claim with the carrier to resolve the issue.
4. Document any damaged or missing items
If your delivery arrives damaged or missing parts, note the problem immediately. Take clear photos of the damage or missing items, and make a note of any visible issues with packaging. This documentation can serve as evidence when dealing with Sears customer service.
Report the damage or missing parts as soon as possible. Sears’ return policy typically requires customers to report issues within a specific window (often 48 to 72 hours) after delivery, so don’t wait too long to contact them. Sears may ask you to fill out a damage claim form or request photos of the damage.
5. Ask for a resolution to your Sears delivery problem
Once you’ve contacted customer service and provided all the necessary information, tell Sears how you would like the issue resolved.
- Replacement: If Sears delivers the item damaged, request a replacement at no extra cost.
- Refund: If the the company can’t replace the appliance, you may want to request a refund.
- Rescheduled delivery: If Sears missed the deliver, ask for a rescheduled date. You can also ask for compensation (like a discount or free shipping) if the delay was unreasonable. (Related: My ultimate guide to repairing, replacing or getting a refund.)
Be polite but firm when discussing the resolution. If Sears is unable to provide a satisfactory solution, you can escalate the matter to a higher-level customer service representative or manager.
Note: If you’re still can’t resolve the issue through Sears’ customer service, it’s important to know your rights under consumer protection laws. In the U.S., if an item is not delivered within the timeframe promised or is delivered damaged, you may be entitled to a refund or replacement under the Magnuson-Moss Warranty Act and other consumer protection regulations.
In the case of credit card purchases, you might also have protections through your credit card company that can help resolve the issue. Contact your credit card issuer and ask about initiating a chargeback if the delivery problem remains unresolved.
How do you fix something like this?
I think you followed all the right steps, but let’s review those. You used the site to contact the Sears customer service department. Unfortunately, it just supplied you with a pre-written answer that didn’t address your problem.
Next, you tried the Sears executive contacts on this site. It looks like those bounced. It’s hard to know why. Sometimes, executives will abandon an email address when too many people know it. Other times, they will manually bounce an email from a consumer when they don’t want to answer it. I have no idea what went wrong, but I can tell you that my team will go back and research the addresses to make sure they’re correct.
This is definitely not acceptable for Sears or any other company. Telling you that you already received your refrigerator was a bizarre twist. Who knows, maybe Sears wanted to keep your appliance and your money. I certainly hope not.
You reached out to my advocacy team and I contacted Sears on your behalf. The company responded by refunding $99 of your $803 purchase — yet another bizarre twist in your dystopian appliance story. I reached out to Sears again, and this time, it refunded the rest of your money.
