Dana Shoulders is a representative for Sears who stated in an email that fabricated reports that I "refused to cooperate" with Sears to avoid resolving my complaint. I have cooperated with every appointment and even spent my own money to rememdy the fact that Sears ripped me off.
I will not tolerate bogus lies against my name. See image attached to view the treats made.
On September 4, 2012, we purchased a Kenmore Elite model 72063 31 CuFt 'Grab-N-Go' French door refrigerator from Sears in Westminster, CA. We paid $2968.50. This is an LG-manufactured refrigerator, with their now-infamous Linear compressor. It is equivalent to the LG model LFX31945ST.
One of the selling points for this refrigerator was the 10 year warranty on the compressor. To quote from the hardcopy 'Use and Care' manual that was shipped in the refrigerator: "For ten years from the date of purchase, a defective compressor will be repaired free of charge." The only exclusions are for units "used for other than private household purposes". Since it took up residence in our house on September 5, 2012, it has never left the premises.
On April 17, 2019, we noticed water dripping from the ice/water dispenser. Soon followed, the realization that our refrigerator had turned into a Dead Parrot. Since the sealed system was now out of warranty, the system was diagnosed to have a failed compressor, before calling Sears. The symptoms confirmed that this compressor exhibited the most common failure mode of the LG Linear Compressors, which is a broken internal reed valve. The system was also confirmed to still have an adequate refrigerant charge.
I attempted to buy a shed from Sears online on 12/25/17 but when the website got to the payment page it was just gray and there was nothing on the page. I attemped to place the order on 2 different computer using 3 different browsers (Google Chrome, Firefox and Microsoft Edge) and I got the same gray screen on the payment screen in all browers. So I did the online chat with customer service from their website. The customer service lady was very helpful and she placed the order for me. However, before we finished the chat, I checked my email and saw that I received an email from Sears telling me that they had cancelled my order. Here is the exact text from the email:
We're very sorry, XXXXXXXXXXXX!
We really appreciate your business and thank you for placing your order. Unfortunately your item below has been canceled from order #XXXXXXXXXXXX and you have not been charged. Please allow up to 3-4 business days for your credit card company to release the payment hold. We apologize for this inconvenience. Please chat now, and one of our customer care representatives would be happy to help you replace this order. Please call 800-645-0685 now, and one of our customer care representatives would be happy to help you replace this order.
We value your business and look forward to fulfilling your shopping needs in the future.
Thank you for shopping with Sears.
I informed the customer service lady that I was chatting with that I had received the email about them cancelling the order. She was surprised and asked me to wait 2 mintues while she figured out why it was cancelled. After the 2 mintues, she said that she couldn't figure it out and told me to contact Sears the next day. So the next day (today), I chatted with another online customer service lady who said that the item had been out of stock but that it was back in stock today, so she could place another order from me. She asked for my credit card information again and the payment was declined. I checked my credit card account online and saw that there was the $567 hold by Sears and that because of the hold my credit card balance was only $470. The customer service lady told me to call the credit card company and tell them to remove the hold because the previous order had been cancelled by Sears. So I called Bank of America and told them to remove the hold and they said that they couldn't do that and that Sears had to do it. So I informed the customer service lady that I was chatting with what Bank of America said. So, she told me to try to have customer service place the order again once the hold was removed from my credit card.
So I decided to call my credit company and make a payment of $100 so I could order the shed because I wanted to order it while it was on sale. I was told by the customer service man that my payment would be credited today so that I could use my card to order the shed, since they could not remove the hold from Sears from the day before. I kept checking my credit card online and wasn't seeing the payment credited to my account, so I called customer service again after 4 hours and was told that it wouldn't be credited until the next day and when I asked why the previous customer service person told me it would, she apologized.
So I decided to call Sears to get them to release the hold on my credit card today. I was told they sent it for processing 4 hours before and when I asked to speak to the department that was processing it, they transferred me to the online verification department. The online verification department said that 1) they couldn't see my order that Sears had cancelled and 2) they did not handle removing holds and returning to funds to credit cards. So I called customer service again and asked to speak to someone in the department that removed the holds from credit cards and was given the phone number 888.396.5299. So I called the number and again it was the online verification department. I told the guy that answered that I was given the number by online customer service and it was the second time I was told that his department was the department that I needed to talk to. He said that it wasn't, but told me if I called my credit card company and did a 3-way call to 888.396.5299 (his department which was the online verification department), they would give my credit card company an authorization code to release the $560 hold on my credit card. So I called Bank of America again and told the customer sevice lady what the guy from the Sears online verfication department told me and she told told me what he told me is false and that he knows it is and said it takes 7-14 days to process a hold, not the 3-5 days that the Sears customer service says. She says that the companies always try to make it look like it is the credit card company's fault and they know it is their fault and that there is nothing the credit card company can do until the company does whatever it is they have to do to release a hold.
So I called the Sears online verification department back and spoke to a lady that told me they do not process credit card holds or returns. I asked her why online customer service and regular Sears customer service keeps telling me they do and she said it happens all the time. I told her what the previous gentlemen from her department told me about calling my credit card company and doing a 3-way call so their department could give my credit card company an authorization number. She said she had no idea why he told me that and apologized. So she asked me to hold while she talked to online customer service to see what they could do. So she came back after a few minutes and said that she had online customer service on the phone and that they would be able to help me. So I aksed the online customer service lady why they keep telling me that the online verification department is who processing the credit card hold release and she just completely ignored me and started telling me that my order was cancelled (which I knew) and then told me, again, that they would release the hold of the $567 from my credit card in 3-5 business days. I lost it and yelled at the lady and told her I already knew about the order being cancelled and told her it was cancelled 1 minute after the online customer service lady placed the order and that it is crazy that they keep my $567 on hold where I can't go out and buy the shed that I need right now from another store. Somewhere in between all these calls, I had attempted to call the corporate office and they were closed and attempted to call other Sears phone numbers to find out how I can file a complaint and was told there was nowhere at Sears to file a complaint and told that I could only talk to the various customer service departments. I had also tried to order the shed online again but this time using layaway payments, since I was told it was in stock agtain today and since I could not use my credit card for the full amount because of the hold. Again, once I got to the payment screen, it was blank, so I had to chat with online customer service. This time I was told to call a phone number for online customer service which I did. The online customer service guy attempted to place my order for me again but told me he could not process it as layaway payments and that I would have to go into a store to do that. I asked me him why I was given the option online, but he wasn't and he said they aren't authorized to place orders for customers with layaway payments. So I asked him for a phone number for their website customer service to help me place the order myself online and was told that their website was not working. That was the first time in 2 days I was told that there was a problem with their website.
I have never had a company put a hold on my credit card for such a large amount and not remove it immediately. I haven't had time to research the laws but it seems crazy to me that a company like Sears would take an order and immediately cancel it and not release the hold immediately, especially on such a large amount of money. I have spent hours and hours today calling Sears and my credit card company and chatting online with customer service and nothing is resolved. I am told that I just need to wait. I will never, ever buy anything online or at a Sears store. I am going out of town on Friday for a week, so I will not be able to take care of getting the shed that I desperately need right now because I don't have enough money because of the $567 hold on my credit card by Sears and them refusing to remove it immediately. I know it is possible to return money and release holds on credit cards immediately because other companies have done it, but for what ever reason Sears it is impossible for Sears to do it.
Sears Holdings Corporation Reviews
Dana Shoulders is a representative for Sears who stated in an email that fabricated reports that I "refused to cooperate" with Sears to avoid resolving my complaint. I have cooperated with every appointment and even spent my own money to rememdy the fact that Sears ripped me off.
I will not tolerate bogus lies against my name. See image attached to view the treats made.
On September 4, 2012, we purchased a Kenmore Elite model 72063 31 CuFt 'Grab-N-Go' French door refrigerator from Sears in Westminster, CA. We paid $2968.50. This is an LG-manufactured refrigerator, with their now-infamous Linear compressor. It is equivalent to the LG model LFX31945ST.
One of the selling points for this refrigerator was the 10 year warranty on the compressor. To quote from the hardcopy 'Use and Care' manual that was shipped in the refrigerator: "For ten years from the date of purchase, a defective compressor will be repaired free of charge." The only exclusions are for units "used for other than private household purposes". Since it took up residence in our house on September 5, 2012, it has never left the premises.
On April 17, 2019, we noticed water dripping from the ice/water dispenser. Soon followed, the realization that our refrigerator had turned into a Dead Parrot. Since the sealed system was now out of warranty, the system was diagnosed to have a failed compressor, before calling Sears. The symptoms confirmed that this compressor exhibited the most common failure mode of the LG Linear Compressors, which is a broken internal reed valve. The system was also confirmed to still have an adequate refrigerant charge.
I attempted to buy a shed from Sears online on 12/25/17 but when the website got to the payment page it was just gray and there was nothing on the page. I attemped to place the order on 2 different computer using 3 different browsers (Google Chrome, Firefox and Microsoft Edge) and I got the same gray screen on the payment screen in all browers. So I did the online chat with customer service from their website. The customer service lady was very helpful and she placed the order for me. However, before we finished the chat, I checked my email and saw that I received an email from Sears telling me that they had cancelled my order. Here is the exact text from the email:
We're very sorry, XXXXXXXXXXXX!
We really appreciate your business and thank you for placing your order. Unfortunately your item below has been canceled from order #XXXXXXXXXXXX and you have not been charged. Please allow up to 3-4 business days for your credit card company to release the payment hold. We apologize for this inconvenience. Please chat now, and one of our customer care representatives would be happy to help you replace this order. Please call 800-645-0685 now, and one of our customer care representatives would be happy to help you replace this order.
We value your business and look forward to fulfilling your shopping needs in the future.
Thank you for shopping with Sears.
I informed the customer service lady that I was chatting with that I had received the email about them cancelling the order. She was surprised and asked me to wait 2 mintues while she figured out why it was cancelled. After the 2 mintues, she said that she couldn't figure it out and told me to contact Sears the next day. So the next day (today), I chatted with another online customer service lady who said that the item had been out of stock but that it was back in stock today, so she could place another order from me. She asked for my credit card information again and the payment was declined. I checked my credit card account online and saw that there was the $567 hold by Sears and that because of the hold my credit card balance was only $470. The customer service lady told me to call the credit card company and tell them to remove the hold because the previous order had been cancelled by Sears. So I called Bank of America and told them to remove the hold and they said that they couldn't do that and that Sears had to do it. So I informed the customer service lady that I was chatting with what Bank of America said. So, she told me to try to have customer service place the order again once the hold was removed from my credit card.
So I decided to call my credit company and make a payment of $100 so I could order the shed because I wanted to order it while it was on sale. I was told by the customer service man that my payment would be credited today so that I could use my card to order the shed, since they could not remove the hold from Sears from the day before. I kept checking my credit card online and wasn't seeing the payment credited to my account, so I called customer service again after 4 hours and was told that it wouldn't be credited until the next day and when I asked why the previous customer service person told me it would, she apologized.
So I decided to call Sears to get them to release the hold on my credit card today. I was told they sent it for processing 4 hours before and when I asked to speak to the department that was processing it, they transferred me to the online verification department. The online verification department said that 1) they couldn't see my order that Sears had cancelled and 2) they did not handle removing holds and returning to funds to credit cards. So I called customer service again and asked to speak to someone in the department that removed the holds from credit cards and was given the phone number 888.396.5299. So I called the number and again it was the online verification department. I told the guy that answered that I was given the number by online customer service and it was the second time I was told that his department was the department that I needed to talk to. He said that it wasn't, but told me if I called my credit card company and did a 3-way call to 888.396.5299 (his department which was the online verification department), they would give my credit card company an authorization code to release the $560 hold on my credit card. So I called Bank of America again and told the customer sevice lady what the guy from the Sears online verfication department told me and she told told me what he told me is false and that he knows it is and said it takes 7-14 days to process a hold, not the 3-5 days that the Sears customer service says. She says that the companies always try to make it look like it is the credit card company's fault and they know it is their fault and that there is nothing the credit card company can do until the company does whatever it is they have to do to release a hold.
So I called the Sears online verification department back and spoke to a lady that told me they do not process credit card holds or returns. I asked her why online customer service and regular Sears customer service keeps telling me they do and she said it happens all the time. I told her what the previous gentlemen from her department told me about calling my credit card company and doing a 3-way call so their department could give my credit card company an authorization number. She said she had no idea why he told me that and apologized. So she asked me to hold while she talked to online customer service to see what they could do. So she came back after a few minutes and said that she had online customer service on the phone and that they would be able to help me. So I aksed the online customer service lady why they keep telling me that the online verification department is who processing the credit card hold release and she just completely ignored me and started telling me that my order was cancelled (which I knew) and then told me, again, that they would release the hold of the $567 from my credit card in 3-5 business days. I lost it and yelled at the lady and told her I already knew about the order being cancelled and told her it was cancelled 1 minute after the online customer service lady placed the order and that it is crazy that they keep my $567 on hold where I can't go out and buy the shed that I need right now from another store. Somewhere in between all these calls, I had attempted to call the corporate office and they were closed and attempted to call other Sears phone numbers to find out how I can file a complaint and was told there was nowhere at Sears to file a complaint and told that I could only talk to the various customer service departments. I had also tried to order the shed online again but this time using layaway payments, since I was told it was in stock agtain today and since I could not use my credit card for the full amount because of the hold. Again, once I got to the payment screen, it was blank, so I had to chat with online customer service. This time I was told to call a phone number for online customer service which I did. The online customer service guy attempted to place my order for me again but told me he could not process it as layaway payments and that I would have to go into a store to do that. I asked me him why I was given the option online, but he wasn't and he said they aren't authorized to place orders for customers with layaway payments. So I asked him for a phone number for their website customer service to help me place the order myself online and was told that their website was not working. That was the first time in 2 days I was told that there was a problem with their website.
I have never had a company put a hold on my credit card for such a large amount and not remove it immediately. I haven't had time to research the laws but it seems crazy to me that a company like Sears would take an order and immediately cancel it and not release the hold immediately, especially on such a large amount of money. I have spent hours and hours today calling Sears and my credit card company and chatting online with customer service and nothing is resolved. I am told that I just need to wait. I will never, ever buy anything online or at a Sears store. I am going out of town on Friday for a week, so I will not be able to take care of getting the shed that I desperately need right now because I don't have enough money because of the $567 hold on my credit card by Sears and them refusing to remove it immediately. I know it is possible to return money and release holds on credit cards immediately because other companies have done it, but for what ever reason Sears it is impossible for Sears to do it.