Problem Solver: Sears Says Refund on the Way

A Chesnee couple says Sears accepted a return on their appliance but wouldn't deliver on their promise of a full refund. Problem Solver Dianne Derby makes sure they get the promise they deserve.
 
7 On Your Side is thrilled to know that a simple phone call or e-mail to a company from our team can make a big of difference in the problems sent to us by viewers like you. And whether we solve a problem or get a promise of a resolution we don't stop until you have a final answer. So when the Green family told us they couldn't get their money back from Sears for a delivery they returned we made sure they got the promise they deserved.
 
Shirley and Junior Green say they spent more than $1500 on a new stove and refrigerator at the Sears store in Spartanburg but when the delivery arrived it wasn't what they wanted.
 
"I told them when they took it off the truck that it was the wrong one and take it back and he said he had to bring it in and set it up for 72 hours," said Shirley.
 
The Greens knew Sears had a "satisfaction guaranteed" promise so they asked for their money back.
 
"So they come by and picked up my stove and fridge," said Shirley. "They said we would get our money back in 42-78 hours."
 
But when the checks arrived in the mail they were missing more than $1100 for their refrigerator.
 
"Eleven hundred dollars means alot when you live on a flat income," said Shirley.
 
She says for a week she was without a stove and fridge until they bought these from Home Depot. She says she was so stressed out from the ordeal that she was hospitalized for 15 days.
 
"I had my house all tore up and I didn't have no way of cooking or no way of using a refrigerator," said Shirley.
 
"I surely would appreciate if you all can get something done so we can get our money back so we can get our cabinets and things in here," she said.
 
I e-mailed and called the Sears spokesperson and when I didn't hear back within a few hours I decided to ask Sears to help the Green's in person. The staff told me they had been working on the case and didn't know exactly what happened with the refund but assured me the check had been issued just hours before. Coincidence or not Sears said the Green's could expect their refund check in the next 7-10 days.
 
It's money they needed...and money they deserve.
 
7 On Your Side wants you to know that you can take charge of your own complaint issues when you make a purchase. Remember to save a copy of all receipts and correspondence. Send any complaints in writing to a company or manufacturer by certified mail return receipt requested. And if you can't get it resolved file your complaint with the Better Business Bureau, your state Office of Consumer Affairs, or the Federal Trade Commission.