I ordered a stereo that cost $199.00 in mid-December of 2019. I was required to pay $26.28 upfront - because the addition of $14.88 in taxes and $47.95 in shipping fees took the total price to $262.82. (basically, a 10% down payment) I made the payment and received the stereo 4 days later. I was in the process of moving from the place it was delivered so I didn't open the box, I just moved it into the new place. A few weeks later (mid-January) I made my first installment payment (of more than the minimum) and while I was unpacking in my new place, I opened this box and got the stereo all set up. In testing the stereo's features, I discovered that the CD player door would not open up at all. I called Customer Service. "No problem!" she said. "We'll send you a replacement." "It'll take up to 14 days to get the Return Label." The replacement arrived 4 days later. The collection calls began a few days later. I checked my mail every day between January 25th and February 14th - still no label. When I set up the new stereo - I discovered the same issue occurring on it. Nothing would get the CD door to open. I put the 2nd stereo back into its original packaging and when contacted by the "Collections" department I explained that I was waiting on a label to return the first one and now the replacement had the same issue. I was transferred to Customer Service, and again. "No problem. We can send another." she said, - "NO THANK YOU!" I said. After confirming that I did not want a 3rd stereo to be shipped, I was told: "A Return Label will be sent, it could take up to 14 days to receive it." Then the COVID-19 pandemic interrupted life. I have spent the last 11 weeks trying to get these labels. When the collectors call - "we'll note your account with the reason you aren't paying." "We'll transfer you to Customer Service about the labels", and every time a collector called - round and round I went. On a couple of occasions - I dialed the Customer Service number directly and ended up with someone in the collections department who again, had to transfer me to Customer Service - but I called Customer Service, not Collections! One time during one of these transfers I was on hold for 1 hour and 8 minutes before I gave in and hung up. BUT GOOD NEWS!! The labels FINALLY arrived in my hands the afternoon of April 18th (were postmarked April 10th). I got the boxes dropped at Fed Ex on April 21st! I waited until April 28th to call Customer Service to verify the stereos arrived in their hands. I was told 1 was received on April 27th, but the other one hasn't arrived yet so they cannot clear up this account & collections mess until they receive both. So I called Fed Ex - to discover they were received and signed for by a specific employee at 10:04 a.m. on April 23rd. So back I go onto the MontgomeryWard Collections/Customer Service merry-go-round. Evidently - Collection call conversations are not visible to Customer Service people and vice versa - for Customer Service saw no documentation of my communications with the MANY Collectors who called me and heard the story over and over again. But here is the kicker...they have given me a credit of 262.82 which zeroes out the account, however, despite my already having paid in $62.82, they are only going to refund $24.81 because THEY GET TO KEEP THE INTEREST CHARGED to the account while I have been WAITING ON THEIR SLOW PROCESS to get the Return Labels to arrive!!
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