Sears review: delivery failure and refund hassle ( 1 comment)

Ordered and paid $$452.98 for eyeglasses on 6/18/12 at 3400 Gateway Blvd. in Prescott, AZ 86303; [protected]. After three weeks I was told frames were not available at lab, mailing ones from store to lab. A week later told had to come in to store and order different frames; (Chris, Optical Mgr.) offered 20% discount. On July 9 told the new frames had to be shipped from store to lab and they would do that day. On July 16 Chris told me the frames had not yet been shipped but would do today.

On July 16 (almost 30 days after the original order) I told Optical manager I was cancelling whole order and expected refund to my credit card for full amount within 48 hours. I got calls from Optical manager I had to bring my receipt into store in order to scan the refund code. When I called local store manager I got a request for Salescheck number ([protected]) which I supplied. Then on July 18 I got calls from both Optical manager and Asst. Store Mgr. saying I had to provide the 20 digit RC code before they could process the refund.

We've been Sears customers since the 1970s, had several credit cards with your company, bought several pairs of glasses and purchased several large appliances over the years.

I am VERY unhappy with this treatment of an long-standing customer and am expecting a full apology and immediate refund. Otherwise we will make all our purchases from Penny's, Kohls and Dillards in the future.