When Danny Gardner cancels his Sears Grasp Safety, a consultant tells him to be affected person and that the financial institution is gradual to course of refunds. Nevertheless it’s been 4 months.
QUESTION: I’m attempting to get a refund from Sears Grasp Safety, and I’m hoping you possibly can assist. I canceled two Grasp Safety Agreements lately. The identical clerk processed each cancellations.
I acquired a refund for the primary cancellation, which was for my dryer, two days later. However I by no means acquired the $89 again for the Grasp Safety on my washer.
I’ve spoken to varied clerks, and no supervisor would take accountability for processing the second refund. Sears has transcripts for each exterior phone name from us. In addition they have written inside chats with the finance division that show the clerks by no means processed the second refund accurately.
Sears has informed me “the bank is slow” and I ought to preserve ready. Nevertheless it’s been 4 months. Are you able to assist?
— Danny Gardner, Hoffman Estates, Ailing.
ANSWER: Sears ought to have processed each of your refunds on the identical time. I don’t assume “the bank is slow” is a sound excuse when an worker dealt with the refunds on the identical time. It’s way more seemingly somebody at Sears made a clerical error and that your refund was lacking in motion.
That stated, it seems Sears was attempting to refund the Grasp Safety price to your bank card, which you had used to buy the guarantee. Sears’ coverage is consistent with most different companies — it at all times processes the refund again to the unique type of fee.
The paper path between you and Sears (and certainly, between me and Sears) exhibits that it made a superb religion effort to refund the Grasp Safety in your washer. However the cash by no means appeared in your assertion.
When that occurs, the forwards and backwards with the customer support division is minimally useful. It’s essential get the eye of somebody increased up. I like to recommend interesting to one of many Sears customer support managers I listing on my client advocacy website, Elliott.org.
I believe it’s a poor excuse when an organization blames the financial institution for a gradual refund. However clearly one thing occurred between Sears and your financial institution, and it’s exhausting to know who was guilty.
I contacted Sears in your behalf. The corporate determined to strive an alternate type of fee in your refund — an old style paper verify.
“The check from my Sears reimbursement arrived yesterday,” you reported. “I have deposited the $85 online, and it has cleared my bank. Thank you very much for all of your attention to this matter. Blessings to you.”
© 2025 Christopher Elliott.
Initially Revealed: January 24, 2025 at 11:30 AM PST
