I have nearly exhausted my options for getting the refunds due to me and you have definitely lost a very loyal and good customer.

I placed two different orders that were GUARANTEED to be delivered by Christmas. NEITHER OF THEM WERE, putting me in a very difficult position for finding replacement gifts the day before Christmas. The entire reason I placed my order through Sears adn Kmart online, was the Christmas delivery guarantee of the (at that time ...in stock) merchandise.

When I discovered I would not receive these goods, I immediately requested a refund. To make a long story short, I have requested BY PHONE, a refund, OVER TEN TIMES!!! I even contacted "escalated" customer service at the Corporate office of Sears and spoke with a representative named Michael, who assured me that he had personally taken care of it this time and that the other NINE times I had made contact and been told my refund was being processed, there was apparently an "error" of which no one ever informed me.

Michael called me back Tuesday to check on the refund from my end. I told him "no refund, no change in order status" etc. I asked him to call me back today to follow up, yet again. I have not heard from Michael, nor is there ANY change to my order status, bank account, refund, etc.

This is NOT what I expect from a large company like Sears or Kmart. I received all my refunds from Walmart, the VERY NEXT DAY! I received refunds from mail order items that were incorrect from other very small companies, within 3 days.

My first order was mid December. It has been nearly 6 weeks, since my first phone call. I have spent OVER FIVE hours online, on the phone, etc trying to get my refunds for the following order numbers:


116359261

111440544

This is RIDICULOUS. I expect to see my refund money in the bank on Monday or I will ask my neighbor, who is a reporter for NBC to do an expo story on this, as I am sure I am not the only one. I wouldn't think, in these tough economic times you would treat customers this way or would welcome the kind of negative publicity my case would bring to your online business. It won't bring your company down, but it won't do your reputation or your economic growth any good, trust me.

I work hard for my money and was careful where I spent it this Christmas. sears and kmart both let me down, broke their word about Christmas delivery and now have stalled in a completely unprofessional and irresponsible way in refunding my money for items that were never sent. You make interest off of the money you have used of mine for the past 6 weeks, I LOST interest on it and the ability to take advantage of current deals as my funds are tied up with YOU.

Make this right immediately. This is unnnnnnreal.

Kym Helms