Yuval sent a message to Edward Lampert – Chairman and CEO of Sears Holdings – Email Address that said:
Dear Mr. Lampert,
I would like to turn your attention to something that you might say is minor and negligible but I think its a problem that needs to be addressed.
My name is Yuval and I live in Israel.
I was very impressed lately when I found out that Sears is allowing online shopping.
I have done my window sears site shopping and decided to try it out.In addition to that the fact that Sears supposedly accepts Paypal was the point I have decided to jump to the water and try sears out.
So the problems begun.
1. I tried and searched and looked again and nothing that I saw attractive was sold using Paypal. In other words, Paypal was not an option. I found out that Sears had a gift card and Paypay was an option.
So I asked a friend to buy my one. I used it and it was all fine.
Then, since the gift card was allowed to be paid by Paypal I have tried to buy one for myself.
2. No luck. my order was refunded by sears not once, but twice. On both times i chatted with Sears online chat representative which were great but had very little help to offer. They have asked me to call Sears billing department. I was explained that for some reason although PayPal approved the request and the transaction was successful form paypals point of view, Sears got question marks in the details and therefor cant approve the requests, and hence refunded the money.
I can understand the problem since my paypal is an Israeli account and I have my details written both in Hebrew and in English. I have called Paypal and asked them to fix it and they did. All my details are being sent in English by default.
3. I tried again. on luck but we are on the way. chat online, same as before great will but little help. Called billing again and explained everything. They see the details correctly, PayPal approved the money transfer. the guy from billing contacted his supervisor and after verifying all my details the 30$ gift card I was trying to buy was approved. Wollaa I thought we made some improvement.
4. This afternoon I wanted to buy another gift card and use it, but then the same story all over again. Paypal approved the transfer all details are correct and in english, chating online, calling Sears billing department, but this time the supervisor refused to allow a 75$ gift card. The reason was that Sears can't get any confirmation number from my paypal account. O, comeon, the money is already on its way I have the transaction ID approval from PayPal, yet a Refund was issued and that was that. I have asked if there is something I could do, maybe contact paypal again and ask them to do something on their side, but the answer was that there is nothing to do regarding my PayPal account. I was offered to work with a credit card but PayPal is not an option.
I have no claim to any of the representative I have been talking to and chatted with, they were and I am sure are great and I got great service from each and every one of them but I fail to understand why a PayPal account I have for more than 4 years, with lots of online payments done through with 0 problems is refused by Sears. I fail to understand how come when paypal approves everything and says the transaction is approved Sears can't see it or have it or whatever.
If Sears doesn't want to have online customers from outside the U.S. maybe it would be a good idea to block Sears' web site to I.P. addresses from outside the U.S.
I feel kinda strange having to beg Sears to accept my money, and I believe you can understand my disappointment from the way Sears handles things, after all I just wanted to be a loyal Sears customer.
In case any clarification is needed or any other information you wish to get and have, please feel free to contact me by replaying to this email
If you have been reading my email up to this point, I wish to thank you for your time and hope that you are able to take my position for a moment and understand the problems I am taking about.
Wishing you a good day,
Yuval.
