Sears can't install James King's washer, and it won't refund him. How can he get the company to honor its obligations?

Q: I prepaid Sears for a washer installation recently. Despite following up with multiple emails and a phone call, Sears has not installed the appliance. 

I've asked for a refund, but Sears has not responded. I worry that my consumer rights are being ignored, and I feel misled by a company I once trusted. I have documented every correspondence and maintained a thorough paper trail as you recommend.

I need guidance on how to secure the refund I am entitled to and whether I have any additional recourse under consumer protection laws. I am reaching out because I believe your advice can help me make sense of this confusing situation and push for accountability. -- James King, Carmel Valley, Calif.

A: Sears should have installed your washer or refunded your entire payment immediately. Under Federal Trade Commission guidelines and state consumer protection laws, a company must give you a full refund if it can't render the service. Sears’ policy is also clear: You deserve to get all your money back.

You did the right thing by sending a written complaint and following up with Sears in writing. It's vital to keep a detailed paper trail of every email, phone call, and correspondence. Remember, you can appeal any rejection through the Sears executive contacts I publish on my consumer advocacy site, Elliott.org. 

When I reviewed your paper trail, I saw evidence that Sears was trying to send a technician to your home. But you say no one showed up. Finally, you gave Sears a one-star review on a consumer site and called it a "scam." That's understandable, but I think you might have also appealed to an executive at Sears. They might have been able to fix this for you quickly.

I can't tell what went wrong based on your records and my subsequent conversation with Sears. But Sears has been experiencing some service problems lately, which I've documented in this column. I think that's important to know if you're thinking about buying an appliance from Sears and contracting with the company to have it installed. You may encounter some delays. 

It's also unclear why Sears wouldn't give you a quick refund. If a company takes your money but doesn't provide a service, you should get your money back quickly, no questions asked. I contacted Sears on your behalf. A representative quickly agreed to refund you the $190 in labor charges you had prepaid. 

Christopher Elliott is the founder of Elliott Advocacy (https://elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at https://elliottadvocacy.org/help/