posted: Jan. 14, 2010 @ 6:20p
Purchased a washer/dryer at Sears.com with paypal using a credit card on 12/09. I cancelled the $1100 order on 12/10. I didn't receive a refund of the money. Sears says they released the funds for credit on 12/10, 12/23, and 1/9. Paypal says they never got the release. So now it could be another 10 calender days until anything happens. Any suggestions for what to do?
12/09/2009: Purchased a Washer and Dryer for the inlaws for Christmas at Sears.com with a credit card on Paypal. I tried to use bing for CashBack but it didn't work.
12/10/2009: I cancelled the order and tried to use Bing again. This time I didn't use Paypal, I just paid with a credit card. Everything seemed to be fine. I was told "check back in 10 business days and the $1100 refund should be there."
12/23/2009: I was checking to see if the refund was issued to Paypal but it never was. I called Sears and they said "Oh, some of the paperwork wasn't submitted correctly. We'll do it right this time. Check back in 5 business days and the refund should be there. By the way, there are no supervisors here so we can't transfer you anywhere."
12/29/2009: I checked back with Sears for the refund. I was told "oh, it looks like there was a mistake submitting it. I did it right 100% guaranteed. Check back in 5 business days and it will be there."
1/8/2010: Again, still no refund to Paypal. I called AGAIN and was told "Ooops. I'll resubmit the release. It should be done in 2 days."
1/10/2010: Guess what... No refund. I called Sears... same response. "Sorry... we'll get it done right. Just give it 2 more days."
1/12/2010: I called and asked to talk to a Supervisor. She said "Actually, we've released the funds 3 times already. It's Paypal's fault." I told her that I don't believe her. She put me on hold for 20 minutes and came back and said "I'm on with Paypal. Please talk to them." I started explaining everything to Paypal and their response was "Sears never released the funds." It was at this point that the Supervisor (who was quietly listening in) said "Excuse me, this is the Supervisor from Sears. We've released the funds on 12/10, 12/23, AND 1/8. You are the ones holding this up." The Paypal rep stuttered for a second and said "Well, then it has to get escalated to the specialist that deals directly with Sears. I'll submit it for evaluation." I asked how long it would take, and she said "I can't say how long; I can just tell you it's going to happen." I persisted and she said "Well, it can take up to 10 calender days. Check back then if you haven't received the funds."
I went to the paypal site and submitted a dispute of claim on 1/12/2010. The website says "give Sears 20 days to respond."
At this point I'm extremely frustrated. They've got the money tied up in a strange limbo of paperwork and I don't know where to go. I'm not even sure what my options are except at this point to wait 8 more days to see if the money is refunded to my Paypal account.
Can anyone give me any other advise? If anything, I just wanted to put this out as a warning about using Paypal to pay for big ticket items through major retailers. It seems very easy to get "lost in the paperwork" at this point.
The original charge was funded 100% by a credit card tied to paypal. On 1/14, after getting hit over the head with the obvious suggestion to dispute the charge with the credit card company, I called Visa to dispute the charge. Visa said it will be credited to the account by 1/18 (2 business days from the dispute). Thanks for the advice.
I filed a claim with Paypal on 1/12. I disputed the charge with USBank on 1/14. On 1/15, Paypal sent an email notifying that the funds will be returned to my USBank card.