I had what I thought was a very minor issue involving a refund for a battery I paid for but was not in stock. Website said it was in stock, processed the order, charged my credit card, gave me an appointment at local Sears Auto Center.
Very nice gentlemen from the store calls and says, sorry, the battery is not in stock. I ask about cancelling the order and he tells me I will need to call customer service because it was an online transaction. That makes sense. I call and talk to two representatives who succeed in making me very upset and ruining what was otherwise a good day.
They told me they can't refund my money and it was going to have be done at the store. I told them the guy at the store said just the opposite and they really bad mouthed him. I don't like that.
I'm not even going to finish this story except to say that the customer disservice reps are in need of some serious training. Maybe a personality transplant.