Unfortunetly with Sears, this is NOT an uncommon problem with them. I've had bad experiences with them and for a few yrs, simply won't purchase from them. (Sorta boycotting them in my own way).
Keep all copies of all messages between you and sears. If they don't respond in the time they specified, then contact your local business bureau. Then you will see them bend over backwards to help you. Please be polite with them though, this could work against you if you are too upset.
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"Whether active duty, retired, national guard or reserve - is someone who, at one point in their life, wrote a blank check made payable to "The United States of America", for an amount of "up to and including my life". That is HONOR, and there are way too many people in this country who no longer understand it." -Author Unknown