Sears Holdings Corporation

Initial Business Response /* (1000, 6, 2015/08/01) */
August 1,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have been unable to complete the investigation of Mr***
complaint regarding his repair experience
We apologize for the delay in our response but we have not been successful in contacting Mr*** either via email or phone callsMultiple messages have been left by Cross Country who is the obligor of the Sears Home Warranty programHis case manager, *** has left her contact information and at this time we are waiting for Mr.*** to contact her for the next steps regarding the repairs for his ice makerIf Mr.*** is still in need of assistance he need only contact Ms.*** at X-XXX-XXX-XXXX extension***In the interim, we will consider Mr*** matter closed, pending his response
We apologize to Mr.*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com

March 24, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL
*** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her online order and non-receipt of the full refund amount After reviewing the complaint filed, we found that *** *** paid a total of $for order number *** on February 28, On March 22nd and 23rd *** *** received a refund totaling $According to the notes in her order, she kept one bra which is why she did not receive the full amount backAs for the order *** she placed on March 4, 2016, we show that she paid a total of $with her *** account and $from her Shop Your Way Rewards pointsOn March 22nd and 23rd our system shows that a full refund was issued back to her *** account and rewards accountWe apologize for any inconvenience or miscommunication she receivedIf the amounts mentioned are incorrect then we ask that she contact us via email at *** Finally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Contact Name and Title: MELISSA ***
September 15,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Vaughn *** - #
Dear Ms***:
We have completed our investigation Mr
*** complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkUpon researching Mr*** concerns, we found that the store of purchase processed an exchange on September 10, 2015, and Mr*** received the new refrigerator on September 14, As a conciliatory gesture or any inconvenience Mr*** may have experienced, our office processed a six-month extension to the Master Protection Agreement (MPA) he purchased for the new refrigerator; the coverage now expires on March 12, With that said, since an equitable resolution has been provided for Mr***, albeit later than expected, and we have documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

I have shopped at Sears fairly regularly, and had a neutral opinion I usually park in the Sears section at the mall, since this is where there is the fewest cars Perhaps that should have tipped me off Recently upon receiving a Christmas present of shoes that did not fit, I attempted to exchange them at Sears They said without a receipt (did I mention Christmas present), and because they couldn't get the item to scan they would not allow the shoes to be exchanged for the exact same product in a half size bigger I found that to be ridiculous that an exchange for an exact shoe in a 1/size bigger was not possible They said that they could not help, and as a long time customer service associate I was literally blown away by the lack thereof It is possible that they did not carry the exact size of the shoe It was an and Sears carried size and That being said, I have no idea where the shoes were purchased, and have purchased products from Sears on a fairly regular basis In the future, this retailer will be a last resort for any items I may need

October 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal to the response we provided regarding her dissatisfaction with the refund amount issued for the cancellation of the protection agreements on her washer and dryer
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintAs previously stated, Ms*** purchased a Master Protection Agreements for her washer and dryer, and the refund terms state, “After the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.” Since Ms*** cancelled after the first sixty (60) days of the term, she is eligible for a prorated refund for the remainder of the term for each agreementMs*** was issued a prorated refund of $on the washerHowever, due to an error, we issued Ms*** a full refund of $on the dryer; the actual prorated refund should have been $While we understand that Ms*** is dissatisfied that she does not qualify for a full refund, the fact remains that she cancelled the agreements and the refund amount of $that we issued is more than the eligible amountWith that being said, since we have addressed the issue brought forth in Ms*** concern, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***

March 29,
class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the refund of her dishwasher that was returned
We have received *** *** complaint and apologize that she has had issues receiving a refund for her dishwasher. We would like to note that *** *** has been working with our Social Media group and a refund was received under salescheck# *** on March 29, 2016. The refund will be received in 7-business days. That being said, because we have provided *** *** with her refund, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

January 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** ** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his recent purchase Store Manager *** *** has spoken with Mr*** regarding this issueIt seems Mr*** has obtained a different bedding set and he is satisfied with itAs a courtesy, we offered to send him a $gift card and he acceptedSince Mr*** indicated that this met with his approval, we respectfully ask that this matter be considered closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the installation of an oven from Sears*** *** Sears Installation Solutions Customer Advocate provided the following response: It is unfortunate that we failed Mr*** expectations when issues arose regarding the installation of his oven We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr*** that his concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWe have processed a $bank check which should be received in the next 10-days to reimburse partial installation chargesThe oven has been checked by Sears Home Services and is operating as designedSince we have noted the actions taken to resolve Mr*** concerns, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
September 30,
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Richard *** # 9457***
Dear Ms***:
We have completed the investigation of Mr***' complaint regarding service on his refrigerator
It is unfortunate that we failed Mr***' expectations when he called Sears for service on his refrigeratorWe value Mr***' patronage can understand how waiting an extended period of time for repair has caused him to lose faith in SearsWe are in the process of hiring additional staff in Mr***' area so alleviate the amount of wait time that he experienced so future problems of this nature can be avertedWe can only reiterate our apologized and truly regret that we failed his expectationsOur service records indicate that the repairs were completed on September 9, and his refrigerator is now working as designedThat being said, because we have addressed Mr***' complaint and his refrigerator has been repaired, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Erica ***
Regulatory Claims Specialist
***
Erica.***@searshc.com

February 22, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her online order and non-receipt of a refund *** ***, Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations when she requested a refundWe value Ms*** patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience Ms*** may have experiencedFortunately, our store was finally able to issue a refund on February 8, Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould Ms*** have any further questions or concerns, she may contact our store directly at (*** *** Since a refund has been processed, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

May 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** *** *** *** We have completed our investigation of *** *** complaint regarding his service experience It is important to note that per the terms and conditions of all Sears service agreements the covered appliance must be accessible to the service repair technician Our records show that *** *** called in for service on his dishwasher on April 18, At that time he was offered and purchased a Service Smart Agreement (SSA) for the Dishwasher at $on to his *** *** ending in *** When our service technician returned on April 27, to install the parts ordered on April 20, he found that the existing water line to the dishwasher was too short to allow the dishwasher to be pulled from the cabinet so that our service technician had enough clearance to install the needed parts*** *** was instructed that he would need to have a plumber install a longer water line so that we could complete the repairs*** *** refused to have this doneOur service technician did take the Sears ordered parts back with him which is policy when we are unable to complete a repair based on the appliance set upSears did not deem *** *** dishwasher unrepairable, we deemed it inaccessible for repairs Since we understood that *** *** was not going to make the needed adjustments so that his dishwasher was accessible to our service technician we cancelled the Service Smart Agreement and refunded him in full the $We understand that *** *** is not satisfied with this action but if he refuses to make the needed adjustments so that his dishwasher is accessible for repairs we have no choice but to refund him the full purchase of the (SSA)If *** *** chooses to make the recommended changes to the dishwasher so that it is accessible for repairs he will be able to repurchase the SSA and we will continue with service at that timeSince we have explained why we refunded *** *** and will not be able to continue with repairs at this time due to the inaccessibility of his dishwasher we have closed his complaint We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Nita ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611Re: Carmen *** #Dear Ms***: We have completed the investigation of Ms***’s complaint regarding the delivery
of two double shot
basketball games and a Nordic Track elliptical.Prior
to filing her complaint with the Revdex.com, Ms*** was connected with MrBoulette
from Sears Executive Member Support DepartmentNotes from MrBoulette’s case
indicate that Ms*** has received all of the ordered double shot
basketball games and the elliptical machines have been receivedAs a
concession for her inconvenience, Ms*** was provided with 100,shop your
way reward pointsOnce MrBoulette processed the points for Ms*** he closed
her complaintSince we have noted the actions taken to resolve Ms***’s
complaint, we ask that this complaint be closed
We apologize to Ms*** and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concernsSincerely,Adam
***Regulatory
Claims SpecialistSears
Holdings CorporationAdam.***@searshc.com

November 5, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online
order.We would first like to apologize for the inconvenience
*** *** experienced with the order he placed with Third Party Merchant,
*** *** *** ** *** *** *** *** *** Phoenix ** *** Sears Online made several attempts to reach the merchant by telephone ***
and email *** with no responseTherefore, the Sears Online Manager made the decision to have
the refund processed on November 3, Accordingly, a refund of $was
processed and issued back to *** *** *** account ending in ***For *** *** records the refund sales receipt number is *** *** ***
credit should post to his account within to business daysIn the interim,
we have noted *** *** concerns and respectfully ask to have this matter
closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** ***

October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re* *** * *** *** ***
*** *** ***
We have completed the investigation of M** *** complaint regarding her
service coverage
As clarification, Ms*** does not have an extended service warranty with Sears or *** nor was the item in question purchased at Sears*** Factory Service is a service provider for multiple service warranty companies and any questions regarding her service contract and the application of the contract would have to be directed to her service warranty providerWith that said, our records show that when our service technician arrived for service on September 16, and stated that he could replace the gasket but that it could potentially lead to another issue because of the foam that is inserted around the gasket when manufacturedUsually when these gaskets are replaced the foam tears some causing the gasket to not fit as nicelyThis does not affect the performance of the unit but sometimes it does not look as nice to the eyeOur Service Tech explained this to the customer and gave her the option to replace it or not to replace itShe choose not to have the gasket installed at that time but our service tech did leave it at her home in case she changed her mindMs*** spoke to our District Operations Supervisor and stated she was pleased with the service she had with *** she is upset with her service warranty company and ***
Since it is our understanding that Ms*** has no complaint with *** Service and her appliance was not purchased at Sears nor does Sears or *** hold the service contact for Ms*** we have closed our case
We apologize to Ms*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
*** *** ***
***

December 17, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding the wrong item that
was delivered and her inability to
purchase the *** *** Wheeled Battery Charger & Engine starter that has a
regular price of $for the incorrectly listed price of $39.99.As clarification, while we strive to provide our
Sears.com customers with accurate information, including pricing, availability,
and product description on all products available on Sears.com, there might be
times that an error could occurWe have a very comprehensive disclaimer on our
website that sets forth the terms and conditions of ordering from our site or
even just using it for research purposes before shopping in our storesWith an
online business it is possible for mistakes of this nature to happen occasionally,
which is why most online merchants have terms and conditions that are similar
to oursMost online retailers post similar terms of use, and we stand by our
disclaimerWhile any access of our site is considered an acceptance of our
terms of use, we have included our disclaimer below: DisclaimerYOU EXPRESSLY
AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION,
ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON
THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND
MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE"
BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY
DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS
TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT
LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT,
SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR
DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES
ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT
REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS
SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY
ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE
OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING
BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND
OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE
FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE
USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR
OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN,
OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT
EXPRESSLY STATED HEREIN.Placing an Order Pricing errors may occur on the Sears Site from time to time,
on items sold by Sears, or items sold by third party sellers on Sears
MarketplaceSears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an errorSears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from SearsAny payments you make to Sears for orders that are
cancelled due to pricing errors will be refundedIn accordance
then with that disclaimer and our posted policies, we are unable to honor *** ***
request to purchase the *** *** Wheeled Battery Charger & Engine at the
incorrect price*** *** has been provided with a return label so that she may
return the incorrect product for a full refund if she choosesIn the interim,
we have noted *** *** concerns and respectfully ask to have this matter
closed We apologize and
appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation

I have a maintenance agreement with Sears on my garden tractorOn May I called to request a repairThe person I talked to gave me a date of May 2015, between and I told her almost a month was a long wait but accepted as she said that was the first available appointment, Later that day I received an e-mail confirming the appointmentOn May I received a telephone call from Sears, again confirming the appointment, saying I was first on their list and someone would arrive before on the 23rdI waited all day on the 23rd, with no one showing upI called Sears at 4, to be told someone would arrive before At 5:I called and they told me they had made some sort of mistake and they would reschedule the appointment for June 2015, another month awayAfter much talk saying the same things over and over, she put me in touch with a supervisor(During these times I was twice placed on hold, once for minutes, once for 15, with loud terrible sounding music.) The

Initial Business Response /* (1000, 7, 2015/07/10) */
Contact Name and Title: Eligia Colburn
Contact Phone:
July 10,
Nita Virghes
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - Maudline Stennette
Summerall
Dear MsVirghes,
We have completed the investigation of MsSummerall's complaint regarding her online order
Marshal Ver Steeg, Store General Manager for Unit 1535, provided the following response:
Upon review, I discovered that the associate that placed the initial order for the belt sander did so correctly and it was simply a picking/shipping error that caused a tool box to be sent instead of the belt sanderWe regret that this incident occurred, and we can assure that MsSummerall's concerns have been forwarded to management for review so that future problems of this nature can be avertedI spoke with MsSummerall and she did not require anything further as far as compensation for having the wrong item sent to the storeShe once again complimented both Nate and Alpha here at the store and was happy with the fact that she received her belt sander last weekAdditionally, we hope that in the future MsSummerall will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould MsSummerall have any further questions or concerns, she may contact us directly at 954-370-In the interim, we have noted MsSummerall's concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia Colburn
Regulatory Complaint Specialist
Sears Holdings Corporation

January 15, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms***’ complaint regarding her online order and non-receipt of a refund It is unfortunate that we failed Ms***’ expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes outlined in her order, we confirmed that a refund of $was processed on January 7, The credit should post to Ms***’ account within to business daysFor Ms***’ records the return receipt number is *** Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, since a refund has been provided and we have noted Ms***’ concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding a dishwasher purchased from the Sears Outlet in Tempe*** *** Store Manager of the Sears Outlet in *** provided the following response: We apologize that issues surrounded the dishwasher purchased from our store in March The dishwasher has not been returned and we have processed a credit to *** *** That said, on April 8, 2016, a refund in the amount of $was processed to post back to *** *** *** account ending in *** Typically a credit to a credit card will post to the account within 3-business daysIf *** *** has any other concerns she can reach me at *** Since we have noted that *** *** has been credited for her purchase, we ask that this complaint be closed We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

I ordered a pool table on 12-15-from sears.com and was guaranteed delivery to local kmart store on 12-23-Here it is 12-27-and I still haven't received my orderSears says it kmart fault due to kmart is responsible for getting it to the storeI've contacted them since 12-23-with no help other then give it hourshours has never cameAnd I still do not have my itemI call daily with same response