This is a long story about how Sears made me pay for there mistake. I did submit a short version about what has transpired in the last 3 days because I did it when I was trying to get ready for work. Now I would like to send you the whole story. My daughter and new son-in-law wanted to give me a Christmas present. The told me they would put $150.00 down on a new flat screen TV for me because they new I have been wanting one. On 01/24/10 we went to Sears and picked one out. My son-in-law put $150.00 to put it on layaway from his H & R block card from his income tax return. The payments was to be made by the 7th of each month in the amount of $105.45. My daughter went in on 02/06/10 to put my second payment down and forgot her purse in the car. She was short .45 cents. The cashier told her that it would be OK, but the receipt said my payment was still due on 02/07/10 ???? was not sure what that was about but trusting the cashier I figured the next time I went in to pay on it that it would be fixed. On 03/05/10 I went in myself and paid $106.00. This amount did make up for the .45 cents that was left off of it the month before and I pointed out the dates on my receipts and the cashier said "It just may take a day or 2 for the system to caught up so I did not put anymore thought into to it again trusting the cashier that should know what she is talking about. Then on 03/17/10 my car had to go into the shop and I had to have my TV paid off by the 22nd so one of them had to go I could not afford both. I called Sears to find out what the cost would be to cancel my layaway and a nice man asked the phone and I explained to him what the issue was. At this point he did not look up my account but informed me there is a $15.00 cancellation charge for doing this and I said OK I would be in later. I showed up around 11:00am and the same guy I talked to waited on me. When he went into the system to cancel my order it would not let him. He went to the office to try to do it and it still would not let him. He called a manager and when she came it was going on 11:30am and come to find out my order was already canceled and no one could tell me why? I had told Mike I was keeping my daughters car because mine was in the shop. Mike said to go ahead and take her to work and he would look into it and have some answers for me when I return. The sad thing about this I must be that important because I did not return for at least and hour and when I walked in a new manager had take the others place and they did not have any answers for me or could give me my money. The manager at this time was named Juilen and got upset and started to cry after the only at this point they could do is to check to see if when my order got canceled if a check was issued. Which she did not at this point even tell me she was sorry for the trouble. When I informed her I was not going to wait for a check and that I would be back later and it better be fixed all she could do is try to talk over me and tell me she is trying to help me. For 1 you don't talk over a customer and for 2 if people was trying to help they would of had some sort of answer for me when I returned. At this point is when she started to cry. Great Asst Manager I would what she would have done with a real I rate customer? I told them both I better be able to pick up my money later and that if I could not I wanted Mike to call me. Now this was around 12:30PM 12:45PM. Mike called me around 1:15PM to find out how the payments was made and I gave him the info. Told me he would call me back and at this time he told me he was sorry for how Juilen was with me. At this point I had decided not to go back to the store until I got a phone call back. On 03/18/10 I got a phone call at 4:46PM to say on 03/16/10 Sears had canceled my order but did not know why? Per Mike my order was not the only order canceled and that all of my money had been sent back to the H & R block card that we did not have anymore. I said that is great 1 charge on a card 2 in cash and all of it got sent back to the card. Mike said they would try to cancel the refund off the card so I could pick up my money, but unfortunately the system was down and they could not get it done right now. I was told I would get a phone call back by the next mourning to let me know how this was going to be fixed and Per Mike he had talked to the head manager and he had told him just get it fixed. Now come the next day on the 19th I did not get a phone call back and decided to call the store to fine out what was going on. Mike was not in so I asked to talk to the manager. A Mister Paul Johnson got on the phone and He was miss informed about the issue. He thought is was about a miss applied payment. I brought him up to date on what was really going on and then he informed me it was canceled due to the .45 cent payment that was short. He said he would take my name and number to find out what he could do about it but he did not think there would be a-lot could be done. I asked for his bosses number because I figured someone should know how to fix this and if Paul was like any other Manager he wont ask anyone hire up to save face. Paul would not give me his bosses name or number and then I asked for Corp. number and he replied " Your not going to threaten him with Corp and would not give me the info. Paul and Juilen made me feel like I was the idiot and that it was all my fault over .45 cents. After I got off the phone with Mr. Paul Johnson I felt also that I have been lied to twice about the issue and that the way they both talked to me nothing was going to be done, so I goggled the Corp. number and called them. I got a hold of Erin and told her my story. Her first reply was "WOW" and that she was sorry for all the issued I had be having and took my name and address and phone number and asked me to hold on she would find out a few things to see what could be done to correct this. At this point I thought I was going to be taken care of for a mistake Sears caused that should of never happened. If this was caused by the .45 cents that was short on the 2nd payment why did it take 40 days for the system to cancel my order but yet not until I made my 3rd payment that covered the .45 cents??? The agreement I signed said if payment is not made in full it would cancel in 7 day's. ???? Mean time Erin get's back on the phone and informs me I have to go to H & R block to request a new card in order to get my money back. So now this is where it stand's Sears makes a mistake and I have to do all the work to correct it. How is it that a company that use to have a Great Rep and I do mean Great has fallen so far down. I had my son-in-law call his card and the full amount was not even put back on it. $355.00 when the total was $361.00 and I could not get it off the card with out being charged $3.00 from the ATM and a charge of $1.25 from the card it self, so in the end I'm still going to be shorted $10.25 of my money. I know it may not seem like a lot to a company of this size but to me it's gas in my car and a 2 payments of refills for my moms medicine she has to take daily.

In closing I will never shop at this store ever.

Iris Mazzarollo
Moline IL 61265