LA County

Woman Claims 18-Month Battle With Sears Over Returned TV

A longtime Sears shopper, Judy Goodman of West Lake Village is at odds with her favorite department store.

"I've been loyal to them and then this is the treatment I'm getting," she said.

Everything in her home she's bought from Sears, including her two refrigerators, freezer and dishwasher. She has decades-worth of Sears appliances in just about every inch of her home. She even has a Sears Master Card credit card, which she used to purchase a TV as a Christmas gift for her son back in 2014.

Since then she's been fighting with Sears for a refund on that television set, although she'd already returned it.

"I am beyond frustrated," she said.

When she told the credit card company about the inaccurate charge they told her they would remove it, but after 62 phone calls to the company to fix the problem, her credit card statement continued to show a balance that had accrued interest.  

"I don't want to pay for something that I returned," she said.

Credit card companies are required by federal law to fix unauthorized or inaccurate charges on a person's statement, but in Goodman's case that's not what happened.

"It's not right," she said.

In cases like this, the customer and the credit card company have to communicate, according to LA County Department of Consumer Affairs' Chief Investigator Rigo Reyes.

"It's not even a dispute. It's just that it's not happening," he said.

The I-Team reached out to Sears, which blamed a processing error for Goodman's situation.

The company refunded the charge in full saying, "We have learned from this incident and will work to prevent it from occurring."

Sears also gave Goodman a $150 gift card as an apology, but she says they've already lost her loyalty as a customer.

"They're the losers here big time," she said. "They need to fix their system."

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