Amba C.

My dryer died on 9/3/2020. On 9/4 I purchased a part from SearsPartsDirect. The item said IN STOCK and I paid $45 for expedited shipping to receive 9/8. On Saturday 9/5 I was concerned about receiving it by 9/8 since it hadn't shipped so I called, and the woman assured me I would receive by 9/8. On 9/6 I checked again just to make sure the item had shipped. The item was listed as backordered. I NEVER EVEN RECEIVED AN EMAIL NOTIFYING ME OF THIS. If I had not checked then I would not have known until the item didn't arrive on 9/8.

On the bottom of my online receipt it advised customer service # was available 7:30am CT to 9pm CT on Sundays. I tried calling the 800# and after several attempts between 7:30am and 8:30am CT (received a closed message) I finally attempted a chat. After explaining everything to the representative he refunded the expedited shipping charge of $31.98. I asked when the item would be in stock (even though the website still said IN STOCK). The representative told me I would be notified in 1-3 business days when the item would be in stock. I told him that I could not wait that long to even hear when the item would be in stock, since it may not be in stock for another week after the 1-3 business days, and had to order from another company. He told me he would cancel the order. I asked if he had refunded the money. I told him I did not have the money to purchase the other part without the refunded money. He advised he couldn't refund the money and the backorder team would in 1-3 business days, after confirming they could cancel the order through the manufacturer. Essentially, they represented the item as in stock, charged me, then expected me to carry the cost until they could ensure they didn't lose the cost of the item. Even though they represented the item as in stock!

If I waited for this refund I could be looking at potentially not receiving the item for up to another 2-3 more weeks! This would have cause me the expense of going to the laundromat multiple times at $25 each visit. The representative told me after 45 minutes that I would have to call the 800# to speak to a supervisor to get a refund sooner.

At 9:30am CT I called the 800#. I asked to speak to a supervisor. The woman refused until I provided additional information, wasting more time. She told me the same thing the chat representative told me. I told her that was why I was asking for a supervisor. She placed me on hold at 9:40 (so after another 10 minutes of my time). She came back on and told me there were no supervisors in and to call back. I told her this was absolutely unacceptable. She placed me on hold and magically a supervisor appeared. He transferred me to another department who made me again go through everything before they would give me to a supervisor in their department. I was on hold for 25 minutes for the supervisor. At 10:20 my call was disconnected!

Each time one of my calls was answered and transferred the first question that was asked was what my phone number is. Therefore, they had my number. However, no one even bothered to call me back. I called back again! After going through my story for the 5th time and being told the exact same thing everyone else told me I explained again that I could not afford to order from another company without the refund being processed. I explained if I had to wait 1-3 business days, I would not receive my item for at least 2 weeks. I explained this would cause me significant expense that I would not have had, if I had known the item wasn't in stock and purchased through another company. She placed me on hold, and I was on hold for another 15 minutes before she told me to keep my line open as a supervisor would be calling me back. This is now 3 hours into dealing with this! An hour later a supervisor called me back. Finally after 3 hours of my time a refund was issued.

Ordered a necklace that tracking number showed as delivered but was NEVER received. I contacted the company (through email, the ONLY way to contact) several times because the website clearly indicated item was shipped insured. Long story short I went back and forth in email with customer service who would not provide the requested information. I posted an online review and THAT NIGHT received a response from"Darcy" indicating they would just redo the order. On 8/6/17 I received an email advising my item was almost completed and would be shipped soon. The email also told me to remove my online review. It is now the evening of 8/10/17 and I have not received any information that my item has been re-shipped or the information requested regarding insured shipping. Magically I also cannot locate my prior negative review on Trust Pilot. Odd since most of the reviews on Trust Pilot rave about the company but this site most reviews are negative.