Sears

Wrong mattress delivered (cheaper than one ordered) returned. partial refund charged 15% restock Case Number 3942656

19 Dec Sears Store in Mesa. Ordered St. Martin w/box springs
$1517.01.
30 Dec 2015 Mattress delivered and set. I told the delivery people at that time “wrong mattress”. (Turned out they delivered a Melrose model vs. the St. Martin we purchased). They told me to contact Sears. Took Photos of
mattress tag and went to Sears store where purchased. Sears clerk contacted a representative at the Sears Mattress call center and established a case number on my behalf.

Jan 9th - Call center representative issued a request for full refund of $1517.01. Instructed me to contact store to arrange haul away. I went to the store and was told it needed to be arranged through the delivery group- they put me in contact.
Jan 23rd The Mattress and Box spring set was picked up. I contacted Sears delivery at [protected] and was told they would process a refund.

Jan 26th My bank account was credited with a refund of S1306.41 from Sears.
Jan 27th contacted Sears [protected]) was informed by representative that records showed that I had been refunded $1517.01 on the 9th of Jan.
I told her I was online with my bank and there was no record of any deposit in that amount. I did see the $1306.41 deposit on the 26th. She told me that I needed to contact my bank and verify my account information.

On Feb 1st I filed a claim with Wells Fargo who verified that my account had not be credited with the $1517.01 claimed by Sears and that I was owed $211.00 Wells Fargo Claim number [protected].

On Feb 9th I contacted Sears call center again and spoke with another representative who also argued that their records indicated that I had been credited $1517.01 on 9 Jan. She wanted me to contact Wells Fargo, I responded that I already had and was issued claim number from Wells Fargo stating that no deposit of $1517.01 had been made to my account. She told me that she would send over a request for review to their internal office and they would be in contact with me by 2pm on the 10th. No call back so I contacted the call center again and reached another representative. She said process takes 24-48 hrs –but she was also telling me that their system indicates they refunded $1517.01 on the 9th and there is nothing further they will do. She goes on to say I need to contact my bank – again? I refused to accept her finding and after much discussion and being on hold for some time. She changed her tactic and indicated that Sears is charging me a 15% restocking fee hence the $1306.41 deposit to may account. This charge in spite of the fact the mattress delivered (Melrose model-few hundred $$ cheaper) was not the model purchased (St. Martin). What I am being told has changed from "We refunded the full amount $1517.01 to we refunded your account $1306.41 and charged you for our mistake". Now I am a month out and still getting heart burn when talking to these representatives (never ever the same one). All I want a refund totaling $1517.01.