Sears Canada Inc

I purchased a couch and ottoman July 2015. I was very clear with the sales rep that I was moving in a month (military posting), and wanted the furniture delivered immediately before move, therefore, delivery was scheduled for several weeks after the purchase.

Once in our new home (which was in a new province), we discovered that the new couch wouldn't fit in our house. I called Sears immediately, and was told that they could be of no assistance regarding a return. I spoke with the sales rep, the manager, and various other people, who continually gave me the run-around, and basically told me that it's my problem only, and they can only arrange an exchange.

I had no choice but to agree with an exchange (while concerned that another couch may still not fit), and then learned that they have to arrange a 'return' of funds, then I'd have to place a new order. This didn't make much sense since it's supposed to be an exchange, but I was assured that this was the process. I then had to pay off the Sears Financial card in full (which defeats the purpose of financing), in order to begin the exchange process. I then had to pay for the second couch on my own credit card up front, and then had to wait for the full refund for the first couch. It is now 01 Sept 2015, and I just spoke with the customer service department, who said it will be another 10 business days before I get a cheque for my refund. I asked if they could expedite the cheque since I've been waiting a while for the money, and the lady promptly told me that there's nothing she can do.

ABSOLUTELY TERRIBLE SERVICE AND EXPERIENCE! I will never make another purchase from Sears and I won't hesitate to tell family and friends about this. I am appalled that no one offered any bit of compensation for this ordeal. I understand that the company has rules, but certainly exceptions can be made, or things done to maintain customer loyalty. Our military move was not of our choosing, and we had no option but to move provinces. I'm embarrassed for Sears.