On Decemeber 11, 2009, I made a purchase from www.craftmans.com. I purchased three items(all of which where to be pick up at a store that afternoon). The total purchase came to $208.62. I paid by using two $100 gift cards and the remaining $8.62 I placed on my Mastercard. I received a confirmation number from craftmans.com and was waiting to receive confirmation of a receipt to pick up items. Craftmans.com sent an email stating, "Your Sears order needs attention before we can proceed" as I read the email it stated, "
Please Update Your Payment Information
Dear Maryalice Bokulich,
Thank you for shopping at Sears.com. Unfortunately, we couldn’t complete your order on 11-Dec-2009 because MasterCard credit card # ending in 8919 couldn’t be processed.
To protect your privacy, Sears does not have details on why your credit card couldn’t be processed. Please contact your credit card company if you need that information.
If you had a layaway contract, it has been cancelled.
RETURN TO SHOPPING CART and select another way to pay. That’s all you have to do".
I called craftsman.com(sears) and ask them what had happened. The customer service person stated that I have insufficient funds on my credit card ($8.62) and I needed to contact me credit card company. I don't understand how you can have insufficient funds on a credit card?#@ I contacted me credit card company and they said I was in great standing with them. I have no debt with the credit card company and they did not show any purchases made from Sears(craftsman).
I called sears (craftmans) and spoke to another person and they apologized and said that I would just have to repurchase the entire order. When I went to repurchase order, craftsman.com(sears) only issued credit back on one of my $100 gift cards. The other gift card had a zero balance. I have spoken to seven different people at the company including one manager and they said that I must wait 7-10 business days for them to research and look into it. I don't understand why they can issue only one gift card immediately and not the other. I am hoping that they will give me my additional $100 back. I have no merchandise either. I also was making the purchase today to receive an additional $10.00 off. They have informed me that since the sale would be over on the 11th, I could not receive the $10 off.
I have asked the manager to speak to his superior, of which his reply was he was the top manager. They would not give a call back, would not give a manager's name in the gift card department. I feel like they have taken advantage of me and gift cards. I am not understanding why they cancelled my order in the first place. Now when I view on my statement online for my credit card company, it is showing a purchase pending from sears.
I would appreciate someone looking into this for and most importantly make sure that I am refunded my additional $100. I have purchase from sears my entire life and was very upset by how I was treated. ALso not understanding why no immediate issuance of returned credit on my gift card. I hope this complaint is filed with a person who is able to help me through this. I was so excited to make these purchases and especially for christmas gifts. I am hoping I can get my refund. Thank you for looking into this matter.
Sincerely,
Maryalice Bokulich
724-444-4694