I ordered a Microwave from Sears.com on Sunday December 20th with a scheduled install date of December 23rd, 2009. I even called and confirmed the availability of this install date with a customer service rep over the phone before placing the order online. I cancelled the Microwave on Monday December 21 after receiving my confirmation showing a January 12th install date instead of December 23rd as promised. My wife and I "live" out of the microwave so this 3 week wait would not work. They cancelled the order the morning of Dec 21st over the customer service 800 number and said they would credit my card within 3-5 business days. The order was active for less than 12 hours.

I have called to check on credit 8 times so far. First three on December 26th, December 28th and December 30th. Each time they said the cancellation was processing and credit was pending. Spoke to Sears customer service on December 30th and they verified that the order was cancelled and a credit was still processing.

Spoke to Sears customer service again on January 2nd and the agent said a credit had been issued and it should be showing on my card. Instructed me to call my credit card company and check with them. I called my credit card company (and looked online) and no credit has been issued.

Called again and spoke to Patty, Agent #495426 at 5:20pm Monday, January 4th, 2010 and incredibly she said the order was never cancelled and was still active. She is just now cancelling the order and we should recieve a credit by the 8th of January. No credit was ever processed. What were these previous 6 people I spoke to doing? Playing mind games with me, telling me it was cancelled and then not cancelling it?

Spoke to Supervisor "John" at Noon on Friday January 8th and after being on hold for 20 minutes he came back and said I should see a credit in a few days. I told him if no credit by Monday, January 11, 2010, I would do a chargeback to my MasterCard.

Finally I received an e-mail notice of a cancellation on Monday the 11th with a notice that a refund would be issued within 48 hours. It's now Thursday the 14th and no refund and the charges of $600.33 have crossed over to last month's billing cycle so I now have to pay this "non-order" out of my pocket and then try to get a refund back from my credit card company if and when I ever get a refund from Sears.

I am the GM of a large hotel and I process credit card payments daily. A valid refund can be done in "seconds" and we do them daily to maintain our relationships with our customers so we are not "playing" with their money when valid cancellations are made. All this grief for an order that was active for less than 12 hours and was cancelled only because Sears could not honor their promised installation and delivery date. This has consumed nearly a month of my life and caused considerable stress and headache. This is the worst online experience I have ever had. Yesterday I e-mailed the issue to the Interim CEO of Sears, two separate e-mails and received verification that he opened both e-mails. No response whatsoever. I guess the fish is rotten from the head down. I am waiting for someone with Sears to give a darn and see what they will do to perform some "recovery" on this situation. It's doubtful I will ever patronize Sears again unless I receive a refund and some sort of apology and/or compensation for my hours and hours of wasted time and stress.