Dynamex

Recently I purchased a coat online and had to return it due to a sizing issue. I attempted to return the item to the local Sears depot only to be advised that I couldn't return the coat that day because no one working had the ability to operate the new system and I would have to return on the Monday. When I returned on the Monday, I was given a print out that only contained the depots address, the warehouse address(which by the way is the Belleville warehouse that I mention below) and a reference number. No where on this print out did it have my name or a dollar value that I should be refunded for. So basically I hand over a $150.00 product and I only have a reference number to prove I returned that product! I asked the clerk if she needed my credit card and she replied "no they will refund automatically". Today I checked my account and realized I had not received a credit yet. I telephoned customer service to find out why a week later I still had not received my refund. I was on hold for approximately 50 minutes. This is no exaggeration. Once answered I explained that as above noted that I wanted to know why my refund had not been processed yet. I was advised that I had to wait 4 weeks. She explained to me that I wouldn't get a refund until my coat reached the warehouse and that would take 4 weeks. I advised her that was unacceptable. I explained to her that if I didn't pay my bill in 4 weeks I would be charged interest. I asked where the warehouse was located and I was advised it was located in Calgary. I live in eastern Ontario and there is a Sears warehouse in Belleville, Ontario which is a 20 minute drive from where I live. I asked to speak with a supervisor or manager. I was told he/she was engaged on the telephone. I then insisted she provide me with a Corporate telephone number. She stated she did not have a contact number to provide me with. I then advised her I would wait to speak with a Manager. She placed me on hold once again. She then returned to say she would refund my credit card and this was an exception and would not be able to do this again, however it will take 7 business days! I have already waited 7 days. I can not believe that Sears has held my $150.28 hostage for a quoted 2 weeks or more but without my insistence could have and still may be up to 5 weeks. How is this even legal. This is unacceptable. That is my $150.28 not sears to collect interest off by holding it hostage. I have spend over 3 hours, (one hour on hold) and approximately 40 minutes searching for a method of communication to someone in Sears corporate office and now another 40 minutes or more composing this letter. There is no where I could find on the Sear website to email a complaint. I did manage to leave a voice message at the corporate office but will have to wait for business hours tomorrow to see if I receive a return call. I can not believe this new system that has been established at the Sears depot, nor to I understand the explanation that it takes up to 4 weeks for a product to be returned to a warehouse in order to get a refund? I also can not understand a company who has been struggling to improve it's image with consumers to expect them to sit on hold for almost an hour, to receive the worst customer service ever. I can seriously report that if I do not receive satisfaction from this experience, I will never return as a customer to Sears. Trust me I can shop elsewhere for any product they supply. Oh and by the way... I will not be purchasing online with Sears and that's a promise. [redacted]

I ordered a dryer from Sears November 24th, once the order was placed I was notified by e-mail that the item was not in stock and my delivery date was set for December 23rd. I reallyed needed a dryer but decided I would wait because maybe this may be a common industry practice. So late in the day on the 22nd of December I had not heard a thing so was not sure about delivery or not. I tried to look up my order on-line and was not able to locate it even though I was using the link provided. so there was no option there. I called customer service my call took 45 minutes most of which was "we are having unusual call volumes" chiming in about every 30 seconds, seemed that way at least. Finally talked to rep and was told the item was still not available, I was told they estimate a date but now it was going to be the 29th, but if I don't hear from them on the 28th then it is still not in. Rather odd business practice, buy something but don't think about getting it until the day we call you. Needless to say the 29th came and went still no news. I waited until after the New Year because I thought maybe the lines would not be so busy this time I decided to cancel my order I was tired of hanging laundry inside the house to dry. So I called and cancelled the order. I ending up running out and buying a used dryer, I had to buy the washer as well because they would not break up the set. I was told they would process my refund although the person I was talking to seemed a little confused. So now January 11th and guess what no refund yet, so another 15 minute phone call, so once again I am waiting for the refund, this time the individual at least seemed concerned about this, so I was told it was referred to the National resolution centre and the refund would get processed, so wait and see. Also I sent an e-mail to the customer service on December 30th, expressing my concerns over this type of business practice, why am I paying for something and they don't know when they can deliver it. I never heard any reply from my e-mail even though the website said they usually respond in 72 hours, so I just sent a second e-mail let's see if I get a response. I really am left with the following questions 1) when the phone lines are busy why do you not have an option for a call back 2) by am I paying for something that is not in stock and no real answer to when it will be 3) why does there seem to be so much disconnect in what is going on, a refund should not be that complicated. 4) how many people are paying Sears for items and not receiving them or returning them and refunds not being processed in a timely manner. Surely questions cash flows in a company so big, that has chosen to close so many stores and rely upon on-line / catalogue buyers.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear Revdex.com, I reside in Kentucky and given the time difference in Eastern and Centeral times, I returned Beth J[redacted], Executive Director IWLA on Tuesday, February *, 2017 after 5pm CST at which time I would be off work and able to speak with her without interruption.  There was no answer when I called, therefore, I left a message and ask for a specific time to call so that I would have a designated time in which to reach her.  As of this email she has not responded to my call. I do have documentation of a fee transaction which incorporated the website that has several errors of incorrect information listed.  My complaint is: 1. Inaccurate and misleading information on my Bio website and 2. I contacted Ms. Awilda C[redacted] the same day it posted and informed her of this error and ask for it to be corrected and reposted.  Ms Awilda C[redacted],  being my coach and liaison for the IWLA Organization did not comply.  Therefore, I request a full refund of $295.00 made June [redacted] 2016 for a 2 year Executive Program and another payment of $289 made on July **, 2016 for the Executives website.  I will attach the 6/**/16 PAID Statement and the 7/**/16 Program Summary Website Receipt. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

To claim the unauthorized amounts charged on 7/**/2016 and 7/**/2017 as "services already delivered" is completely UNTRUE in my opinion.  Businesses such as this do not provide a year's worth of "products and services" without upfront and guaranteed compensation.  Additionally, the three separate charges would imply that I double-paid the first year, which doesn't make much sense.  Why would I ever agree to pay twice for the same time period?  I wouldn't, and I actually reached to the company and requested a copy of the alleged recorded sales call in which I agreed to such an asinine statement, and have yet to receive such recording.  Furthermore, the email address the company provided as my contact information had to be completely made up in attempt to make me look foolish/immature, as that was never, and never will be, an email address for me.  The address they had on record was a PROFESSIONAL email address and was dismantled in October 2015 due to my transfer/promotion to another business unit.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear Revdex.com,I have spoken with Ms Beth J[redacted], IWLA on Friday, February 10th.  In which in her past statements said there is no affiliation with Awilda C[redacted]. I beg to differ; the same phone number was given to me by a Helen Webster, Recruiter for IWLA and for Ms Awilda C[redacted] (###-###-####).  It was Ms C[redacted] who upgraded my membership to a Lifetime membership when I purchased the Personal Bio Webpage.  Now how can she do this if she was not recruiting or working for IWLA?  Ms Beth J[redacted] did state she knew Ms C[redacted], but did not state how. I have forwarded all receipts (see (2) attachments sent) to Revdex.com and Ms J[redacted].  As stated before all receipts from IWLA as well as the document copies from Awilda C[redacted] has the International Women's Leadership Association initials listed on the documents and referenced in the letter, therefore, I feel she (Awilda C[redacted]) was/is in affiliation with and a representive of IWLA and recruiting for the personal webpage I purchased.  When I contacted Ms C[redacted] concerning the incorrect information she referred me to the IWLA webpage and email address to have corrections made.  I stated she had taken my personal Bio and should make the contact for corrections. I did call IWLA and emailed both parties, but did not get a response from either.  In my message I stated I wanted a refund and felt this was the reason I did not get a reply.    Again, I feel I have been mislead and misrepresented from both Ms J[redacted] IWLA organization and Ms. Awilda C[redacted]. I am requesting a full refund of IWLA membership ($295.00) and full refund of webpage purchased from Ms Awilda C[redacted] ($289.00) for a Total $584.00.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I have just shared two (2) conversations with [redacted].  [redacted] became a member of The International Women's Leadership Association (TheIWLA) on December **, 2015; more than 4 months ago.  Only when [redacted] was contacted by an Account Advisor to follow-up, did [redacted] state that she did not...

receive her Welcome Package but that she was given access to the site using her e-mail address, which recognized her as a member.  So, we are happy to know that [redacted] has not been denied any benefits and privileges of membership.[redacted] stated that she did not wish to participate.  That is her choice.  That does not, however, change the facts that work has been done on her behalf and with her authorization to create her program.  Many hands have participated in creating [redacted]'s membership and these people are paid with [redacted]'s membership fee.  [redacted] was advised she and I were on a recorded call, which I am happy to make available to you.  [redacted] politely asked if her fee could be refunded.  When I explained the situation, she appreciated it and said she did not wish to waste her time, nor mine.  [redacted] was reminded of the value of having on-demand access to The Resource Center and I encourage her to use it. [redacted] is considered a member in good standing and we will continue to service her account.Thank you for he opportunity to share this information.[redacted]n for IWLA, INC.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There was no written contract with her and I don't want her service. I have that right and I want my money back. If I am not willing to work with her and I don't want her service when I "felt" she was calling me a liar because she didn't receive any of my emails then why should I pay for a service that I dont want to participate and she hasn't done anything for me? All I am asking for is my money back- a contract is not in place and they have done no work for me. I have the right to cancel this and she is refusing to give me back my money when nothing has been done. I didn't sign a contract and I have the right to get out if I want to?
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have called and sent email [redacted] & [redacted], [redacted] advised me that no one has told her about my cancellation and she would address it asap. I have not seen or heard from anyone concerning this matter. No one has emailed or called me. [redacted] contacted me on May *, letting me know that she was not awared of my cancellation but would work on it asap and asked me to include her with beth email. No one has contacted me after this. All I want is my money back please take care of this I have been trying to contact since the next day and all I get is a voicemail, I leave all my information and no one returns call. [redacted] was the only one and since I want cancellation she has not returned call or email. Do the right thing and give me back my money.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for the opportunity to share this information:Prior to contacting you, [redacted] initiated a dispute with her credit card company.  We presented the facts and the timeline and the bank upheld our position.  Our response to them is herein added:April **, 2016 Merchant ...

Services SEQUENCE NUMBER:   [redacted] Dear Merchant Services Representative, Joyce G[redacted] became a member of The International Women’s Leadership Association (TheIWLA), on March **, 2016.   Since that time, there has been no contact from [redacted] and therefore no request for credit.    In direct response to your points :  #1 We have neither received nor accepted returned merchandise from [redacted]:  there is actually no merchandise to return!#2 :  There was no contact from [redacted] on March **, 2016#3:  During the recorded phone conversation between [redacted] and her Account Advisor she was properly advised of our cancellation policy; it was also stated in writing in her Welcome Package.#9:  There was no mention of anything being sent to [redacted] on an overnight priority basis.  Her Welcome Package left our office on March **, 2016 – the very next day! Please refer to EXHIBIT A:  this is the result of an e-mail search through our system using [redacted]  e-mail address.  As you can see, there are no matches. Please refer to EXHIBIT B:  this is the result of a search through our phone system.   You can clearly see, we have made three calls to [redacted]; there are no inbound calls from her.  Please see the notations; there was one conversation:  March **, 2016 at which time [redacted] chose her membership. Again, [redacted] did not purchase merchandise; there is nothing to return as she alleges to have done.  [redacted] transacted for participation in TheIWLA and continues to have all benefits and privileges of membership available to her. [redacted] profile has been published on our site at [redacted] since March **, 2016.  [redacted] has ongoing editorial privileges along with on-demand access to our Concierge Services and Resource Center.  [redacted] has been introduced through our social media platform, followed by almost 30,000 other women and her name will be published in the next edition of Inspirational Woman Magazine. [redacted] has been contacted by TheIWLA with opportunities for participation in Tele-classes which are  part of her benefits:  Please see EXHIBIT C :  Constant Contact  report showing what we have already mailed her: this is an ongoing process. So, you can see, there is no ‘merchandise’ to return.  [redacted] has her username and password giving her full access to all that she chose to participate in.  In the creation of her program, we have incurred expenses – on her behalf – and with her authorization.  These expenses are covered by her membership fee.  Further, she is well beyond her right to request a credit as this time.We are pleased to have [redacted] as a member and we look forward to continuing to service her account; she is not entitled to a credit at this time, nor was one ever requested. Thank you for the opportunity to provide this information and documentation.

For the 2nd time I ordered an item from the sale flyer. This time a child's Christmas gift on Black Friday 16'. I received a confirmation email which stated I would be notified when it shipped. 2 weeks went by with no word. I called Sears and at this time I was notified that my product was not in stock. And had been cancelled 10 prior without notifying me. Every other major company is able to show product availability on their website. If they don't have it, they don't sell you one. And even on the off chance that this was an anomaly ( 2nd time for me though) why didn't they contact me. [redacted]. The prices are the same at [redacted] and [redacted]. Plus you get receive your product in under a week. [redacted]

Purchased an Item from Sears in November, and it was promptly delivered. The Item was not what was required an it was returned to the store in Newmarket Ontario on November 26. Over a month later and I have not received my refund credited back to my credit card. I would like to know how long can sears hold my money for? [redacted]

Thank You.

Ordered a box spring on Dec.2,2016 and used my Mastercard Debit,received confirmation of order email. On Dec 4/16 noticed that payment had been deducted from bank account, Called customer service,as I still didnt have a delivery date and order tracker was down,customer rep told me delivery date would be Dec22 and that I would receive a phone call the day before,didnt come!,called Dec 22 to be told that item was back ordered and would arrive Dec 28,expressed my displeasure about not being notified of date change and asked to speak with a supervisor,John told me none were avaialable,I asked him if I was going to be compensated for my inconvenience,he told me another dept handled those things and transferred me to the credit card services! called again today to find out that John had cancelled my order on Dec 22 when I called,demand that the rep cancel my order and refund my money ASAP. Reported issue to Mastercard,who stated they have had numerous complaints of Sears charging before items are shipped and then items are backordered,Sears are now flagged in Mastercard system,notified my bank where mastercard is issued,forms have been sent to Sears to return payment immediately.As of now I waiting too see how long process will take to refund,it only took 2 days for them to get their payment.

I've just had the worst online customer service ever from Sears. First the website indicated an estimate of December 6 delivery for an order placed on November 28, Cyber Monday. Thought this woudlbe OK. By December 7 still not even a shipping notice, so I followed up with customer service, was told they had no info and would send an internal email and get back to me in 72 hours, too long really, so I also sent a customer service email for which I had to allow 72 hours, but even giving them extra time through the weekend I did not hear back. So I called again on December 12 and spent a half hour on hold to get through, only to be told the item was back ordered and they had no idea when it would come in so they said they would cancel the order, like it was a special favour for me. Then I asked for the name of the Manager of Customer Service and the contact info as I wanted to submit a complaint, the associate could not give that to me. I asked for a supervisor was told they were busy but they would have them call me back as soon as they were free. 6 and a half hours later, still no callback. So I called again, the order had not been cancelled. I was on hold 45 minutes waiting for a supervisor, I refused to have a call back at this point. All the supervisor would do was to cancel the order and offer her email address for my complaint. Oh and in the midst of my holding for someone I received an email from Sears asking me how I liked the product, the one I had not received and will not receive, too weird and too frustrating.

Final Consumer Response /* (2000, 6, 2015/11/18) */
This problem was resolved when the company finally picked up the item in question on Wednesday Nov 11 at 11:30pm.
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

TL;DR : Ordered a couch, was delayed twice for delivery, took a month to finally get it.
Sectional came in 2 different colours, one piece beige, one piece brown. Continue if
you want to read the long full version, warning there are some obscene language to be
read. Don't order online or at all from Sears!!!

Sept 1 around midnight
So were to start... I believe that you should take everything with a grain of salt.
Yes you often hear more bad than good when it comes to companies. I wanted to believe
that Sears was still the gem that was once my mothers go to store, after all they've been
around so long they must have the business figured out. Boy was I wrong, [redacted]

So let's talk about what my situation is. I ordered a couch on the 1st of September (along
with a TV stand), upon check out, my delivery date was stated to be the 16th of Sept. This
was perfect, I was ecstatic since this was a day after my closing date on my Condo, so the
elevator was booked for that day and I was on the road to a smooth move. I wouldn't have
ordered it in the first place if it wasn't that date since I could find a couch at a local
shop and have it shipped for that day. I received the email confirmation minutes after finalizing
my order. The delivery date was marked for Sept 23rd. I don't understand how the order went
from a delivery date from the 16th to the 23rd in minutes. I called the toll free number and
was answered by an offshore operator (it was 1 am in the morning). The operator failed to have
any information, since they only have general information for inquiries, and told me to call
back between normal operating hours (8am to 8 PM I believe). Next day, the operator tells me
that the couch is back ordered. How the website doesn't tell you this information before ordering
is a mystery, [redacted] Now I have to book the elevator for the 23rd.
I don't know what time it would come in, so I had to tell the front desk at my Condo to book me
a slot for an unspecified time for that day. I don't want to be that [redacted] that books the whole
day, just so I can get 2 pieces of furniture sent.

Sept 21
The 21st comes and I receive an automated call. They give you a 7am - 6pm window to wait for the
delivery. This might be standard for most places so beware if you live in a Condo and have to book
specific time slots for the elevator for move in/out. So that still doesn't help me but I recall
the second operator telling me that the automated call will give me a tighter window 12 hours before
the delivery day. The next day comes and the automated call says that the delievery will be there from
9am-1pm. Luckily the elevator was free until 2 pm, so it should be good to go. A little before 1 pm
I get the call from the delivery guys and they're here to drop of my stuff. The problem is, only one
piece was to be delivered, my TV stand. The delivery guys know nothing about delivering a couch, and
how should they since they're an outsourced company with no real affiliation other than deliveries.
There was no email or phone notification saying that my couch was delayed either.

My third call was pretty irrate to the toll free number, and I sincerely feel bad toward the operator
that answered my call. Anyway, she says how much she's sorry and that she understands how it must
feel,[redacted]
[redacted] I was told this time, that the order was to come on the 30th of Sept. So I
went to the front desk to book a time, which was 10am - 2 pm since they need a 4 hour window. I called
my 4th time to specify the time with the operator but was told that it would cost me an additional charge
to have a 4 hour window for my delivery. Oh boy did this set me off. After a short conversation about
how mad I was with the whole ordeal, she put me on hold to speak with a manager about getting this window
secured without charge.

Sept 30
The delivery finally came. The move was smooth mainly because the delivery men know what they
were doing (not like the rest of this [redacted] show). I unpacked the couch and lo and behold one piece of the
sectional was beige and the other was light brown. Like 2 [redacted] coloured shades different, totally noticeable.
At this point, I'm done with it all, I'm gonna deal with it

Going to Sears Canada (st. catharines) was literally my worst Boxing Day shopping experience this year 2016. 4 days prior to boxing day I had gone to their website to see what items I would like to buy on that day and plan ahead to save time. First of all, their website has no way of telling you whether an item is available in a particular store. So I sent my girlfriend to check for availability and see if there will be a sale on that day on those items. Not only were the store people nonchalant and rude, they had no idea what was going on sale for Boxing Day. Worst, even the store manager couldn't help.

So come boxing day, me and my girlfriend go to their store only to find that none... I repeat, NONE of the items we had looked up before were available anymore, they only had fat-people sizes left (2XL, 3XL, 4XL). All the parkas, puffer jackets, boots, everything was gone. Infact they didn't have the boots we wanted to begin with. What ticked me off the most was that they wouldn't check in their inventory if they had more of it in the back, also they made sure that all the pricier stuff went up on display at the front whereas all the cheaper clearance stuff was hidden away in the back.

In a time when they are struggling to maintain a foothold of their business, such an attitude will only ensure a quicker demise for this organization. And if this is how they choose to handle their predicaments, it's a good thing they are going out of business. For shoppers like me who like to research and plan ahead of time, this was an absolute waste of two hours of my Monday morning on the day after Christmas.

Don't order or return anything online. You'll never see your stuff or your money again. If you can't find what you need anywhere else and HAVE to shop at Sears, go into the actual store. I returned $100 worth of clothes in October 2016 and still have no refund as of Jan. 2, 2017. Sears has "no record" of the return despite the use of a Sears-generated return label and being tracked by Canada Post and signed for by a Sears employee.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The calls can be pulled from my prior conversations that show that there are still outstanding issues and that there was a failure in service provided. I would like a refund of my membership and then and only then will I consider this issue resolved.  
 Thank you. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]