Sears Holdings Corporation

Carlos and I just had the WORST experience with customer service that we have ever experienced in our lives! I would like everyone to be aware of Sears management!! Anyone that knows my husband knows he NEVER has any problems with anybody! Everyone loves himThe Store Manager at Sears, Karen ***, just treated us so poorlyShe was disrespectful and rude, amongst other things! Don't stop reading now......I have some icing on the cake! Upon getting our exchange and leaving the store, Ms*** came up to Carlos and said, "your wife needs to apologize for telling my associate to F off (but she used the real word in the store)! I NEVER TOLD ANYONE TO F OF! (I did not use the real word in return)! So anyway, I asked to see this guy that stated I said thisHe was talkative with us and it was just a transactionWe didn't have any issues with himHe was the manager in training! His name is Brandon CrispI said, "did you tell your manger that I said F off to you?" First he said yes, then he said well you were mumbling under your breath (which I wasn't)! Anyway, they was clearly lyingI have no clue how it benefited them or why they would lie, except that the Store Manager was not happy about exchanging the part we came in to get!! Karen *** was smirking the entire time!! My husband kept saying I was with her the entire time, she never said that wordWe didn't even have any problems with Brandon that would even warrant me using such languageI really don't get it! It was defamation of my character and I was so upset and angry I started crying right thereThis all happened in the store in front of my kids too!! I asked Karen *** to give me the name and contact of her manager so that I could submit a complaintShe said she is the Store Manager and there is no one above herI asked for their corporate numberShe gave me customer care and said they could help meShe also gave me the name of the "Market Director", Tim *** and said he is the person I need to callI called the number and they said they don't deal with complaints and there is no one by that name I can be connected with! So frustrating!! I am attaching the paper with this information Karen ***, Store Manager of Sears, Fashion Square Mall, Saginaw, MI wrote for me to callI'm sorry about such a long post! I just want this shared so everyone knows how we were treated!!!! I will NEVER shop at Sears again!

Contact Name and Title: *** ***
Contact Email: ***.***[email protected]
October 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** *** ** ***
Dear Ms
***:
We have completed the investigation of Ms***' complaint regarding the repair of her washer
Upon receiving Ms***' complaint, we escalated her concerns to *** ***, Member Advocate for Service Unit# who states the following:
I talked with Ms*** and she stated that she was very disappointed in our serviceShe said that she found us online and was set up the appointmentMs*** stated that she came home and waited for a technicianShe called into Sears when her technician was late and called again and was told that it would be days before we could come out againRather than wait for the new date, Ms*** called a local company and the repair was completed, I did apologize for the inconvenience and for the no one calling her and she said it was OKI offered her this telephone number and she said no she was never going to use us again, and then she said that she appreciated the call and she said good byeAll she wanted was to tell someone about her experience with us, and she wanted someone to listenThat being said, because we have addressed Ms***' complaint, we respectfully request this complaint be closed
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
*** ***
Regulatory Complaints Specialist
***
***.***[email protected]

February 24,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her inability to cease receiving promotional emails from one of Sears Holdings Corporation’s companies or loyalty programs
As clarification, we do have different promotional emails for many of our businesses, including sears.com, kmart.com, and craftsman.com, and while all of those emails have unsubscribe links, those apply just to the emails sent by that specific businessTo make matters more confusing, we also have emails that are generated by our Shop Your Way Reward (SYWR) program, and those do not have the same unsubscribe featureThis is because there are ramifications that result from not having a valid email address associated with this member reward program and we want to make sure a customer is aware of this before having it removedSpecifically, accounts that do not have a valid email address cannot accrue “bonus” pointsThese are special promotional awards that are above the ones earned on every dollar spentAdditionally, without a valid email address a consumer would not be alerted in advance prior to the expiration of any points earnedFor this reason, the consumer can either update their profile indicating how often they would like to be emailed, and what types of emails they would like to receive or they can contact us directly to make that request or to have their email address removed from their accountA SYWR email might have information at the bottom like this:
“*Members earn points on qualifying purchases, excluding sales taxes and other feesSubject to full program terms available at ***Must remain optto receiving promotional emails from Shop Your Way Rewards? to earn bonus pointsBonus points are inclusive of, and not in addition to, any base points earned on qualifying purchasesWhen bonus point offers are combined, total points earned will be less than the combined point totals for each individual offerSee *** for detailsIf you believe you received this email in error, contact us at Shop Your Way Rewards?, *** where our helpful staff will verify your enrollment in our rewards program.”
Or it might have information like this:
The email you have received is from Shop Your Way Rewards?Click the "Unsubscribe" button to stop receiving this emailBy unsubscribing from Shop Your Way Rewards promotional emails, you will no longer be a Bonus Member, eligible for Bonus Point Offers (2X, 5X, 10X, etc.) in store and online.”
We also want to stress that after a request to unsubscribe has been submitted, it can take up to days before the email address has been completely purged from all of our systemsWhile it does not usually take that many days, that is how many we are allowed to take if necessary
With that said, in Ms*** case, we discovered there was an actual problem with our vendor that sends out our promotional emailsOur records reflected that she did in fact unsubscribe and that the request went through successfullyHowever, we found that one single program set up by the vendor the end of December, had resulted in reactivation emails that were initially checked against the unsubscribe on the first email, but not on subsequent onesThis does mean that we inadvertently sent Ms*** emails that we did not intend to send herAfter the error was identified it took us a little while to have it corrected, but as of February 17, 2016, we have been assured by our vendor that the issue has now been addressed; so at this point Ms*** should not receive any further emailsIf in fact she does, I would ask her to forward them to me at *** so that we can determine where they are coming from
Lastly, because Ms*** was instrumental in helping us identify this system issue by sending us her valuable feedback, we would like to send her a gift card for $as an expression of our appreciation and also as an apology for the frustration this issue may have caused herWe were hesitant though in emailing or calling her with this offer considering the prior contacts we had made that led to this complaintIf she would like to have us send this to her via regular mail (takes about 2-weeks to arrive) she is welcome to email me at the address referenced above or call me at ***In the interim, since we were able to identify the issue that was causing the emails to be sent, and it is our understanding they have now been stopped, we have closed our file
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 concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
Direct Dial ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meOnce again I would like to thank the Revdex.comI was refunded in full shortly after my complaint its good to know someone is on the consumers side in cases like mine
Sincerely,
*** ***

Sears routs it's calls to Philippines and there call center is horribleI called in for the first time to ask a simple question about the product I purchasedThey kept telling me they don't answer questions and they only make appointments for service techniciansWhen I asked to speak to the manager, a man by the name of Benjamin employee I'd * *** (what he provided) answers and was even less helpfulWhen I told him to transfer me to someone else he told me he can't and after me asking to get transferred again he told me this call is over and hung up on meI never disrespected him or even cursedI have worked in call centers for many years and I know that if I ever hung up on a customer in would immediately get fired for professionalismI know it's cheaper to route calls internationally, but train them to be respectful and professional I don't think I could ever buy anymore products from a company that just takes your money and does not put a system in play to support there customersSears you are not the only game in town or even the cheapestI would rather go somewhere else and even pay a bit more but have that peace of mind that someone will be there for me in case I need help

I ordered an elliptical machine from SearsIt arrived two days late without a callIt was suppose to be assembledIt was notA huge box was left in my living roomDelivery guy said they had too many deliveries but I could call Sears and they would send someone else I called and was told Sears would arrive on Sat and I would receive a call on Friday to confirm the time No call No arrivalI called and Sears had nothing scheduled for Saturday, so Kat just didn't do her job A new date was set for Sears to assemble, but now Sears has to pick up my machine and assemble it in the warehouse and then reschedule a delivery time after assembly is complete Does any of this make sense? It clearly states What To Expect For Delivery which includes assembly at the time of deliveryI cleared a space, I cleared my work schedule I have had my elliptical paid for two weeks and it is still in the box If I assemble it myself then I void the warranty This is not the first time Sears has screwed me but it is the lastDoes anyone at Sears know what they are doing? Thanks for nothing Sears

Nita ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611Re: Ron L *** #Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a range
delivered on November 27,
Eleni
Colon, Sears Delivery Solutions, Support Specialist provided the following
response:
On
Monday, December 14, 2015, I had the pleasure of speaking to Mr***
regarding this unfortunate situationIn the end it was agreed that Sears would
pick up the non-functional range on Thursday, December 17th, and have
it returned to the warehouseOnce the range is checked in, the Sears in Jensen
Beach will process a refund back to Mr***’s Sears MasterCard that was used
to complete the purchaseTypically a refund from a returned appliance will
post to the account within days of the item being picked upWe truly
apologize to Mr*** for the inconvenience noted in his complaintIf Mr
*** has any additional questions regarding the aforementioned resolution, he
can contact me at 888/848-extSince we have noted our response to
Mr***’s complaint, we ask that this complaint be closed
We 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,Adam
***Regulatory
Claims SpecialistSears
Holdings CorporationAdam.***@searshc.com

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Ephraim ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding the Sears Home Warranty and repairs to his home air-conditioning system Brian ***, Cross Country Home Services, Customer Advocate provided the following response: Our office has spoken with Mr*** and he has confirmed that the repairs to his system have been completed While it is unfortunate there were service related issues, it is important to note that weather did hamper the repair processMoving forward, if Mr*** has any additional questions or concerns, he can contact Cross Country Home Services, the administrator of the Sears Home Warranty by calling our office at ***-***-***At this time since we have confirmed the aforementioned repairs, 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Evelyn A ***
class="InsideAddress"> Dear Ms***: We have not fully completed our investigation of Ms*** complaint regarding the plumbing service done under her Sears Home Warranty We apologize for the delay in responding to this complaint. We forwarded this matter to Cross Country who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. We understand that Ms*** was contacted by Julia ***, Case Management Specialist from Cross Country to discuss her complaint further and Ms*** informed Ms*** that she was unable to discuss the issue at that time and requested to call Ms***’s at a later timeOnce Ms*** gets in contact with Ms*** we will continue our research. MsIratheta was provided with Ms***’s contact information of 1800-327-ext*** With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this time We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com

June 20, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Duct Cleaning First, we would like to apologize to Mr*** for failing his expectations in regard to a recent duct cleaningWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local office for assistanceQuality Control Manager *** *** responded that a refund for $has been processed under invoice *** and should be received by Mr*** in the next two weeks. However, she denies that Mr*** was ever offered a free dryer vent cleaning. There is no documentation on record showing such an offer, so unless Mr*** can produce written proof that he was offered a free dryer vent cleaning, none will be provided. In the interim, since the refund Mr*** was promised should be received shortly, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

June 19, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re* *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and request for the remaining refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe 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 avertedAfter reviewing the notes in her order we found that Sears Online processed the remaining refund of $under return receipt number *** on June 12, This credit should post to the account within to business daysAdditionally, 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 uponIn the interim, 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

March 28, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Carpet CleaningFirst, we would like to apologize to *** *** for failing his expectations in regard to a recent carpet cleaning Additionally, we would like to assure *** *** that we appreciate his valuable feedback, as we do not take these matters lightlyWe sincerely regret any inconvenience that we may have caused *** *** Upon researching *** *** concerns, we found that he was issued a full refund on March 25, 2016, by our escalated customer service group, Customer Solutions. We have included a copy of the refund receipt with this response for *** *** records. With that said, since *** *** has been provided with his requested resolution, and we have documented his concerns with Sears Carpet Cleaning, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist ***

June 27,
0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the repair of his leaf blower
Upon receiving Mr*** complaint, we escalated his concerns to *** *** Lead CarCustomer Escalation Team Member, who contacted Mr*** and explained his issue. Based on the repair issues, Mr*** approved $to replace the leaf blower to which Mr*** agreed. That being said, because we approved the exchange of Mr*** leaf blower, we respectfully request this complaint be closed
We 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 Complaints Specialist
***
***

Sears and Sears Outlets have the worst customer service I have ever encountered! Ever!!! I am in total disbelief! I purchased a washer and tried to simply have it delivered another day and it has been hours and counting that I could not get anyone to assist me!!! I called various customer service numbers located on the receipts and online and everyone that I spoke with said they could not assist me because I had to speak with the outlet store (Henderson, NV at South Eastern Avenue) The store does not answer the phone I don't understand how Customer Service states that they can not assist its customers....UNBELIEVABLE!!!!!

February 8,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: *** * *** ** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her allegation that she was not provided with a copy of our return policy
We would first clarify that it is the consumer’s responsibility to make themselves familiar with a retailer’s return policy prior to making a purchaseBecause return policies can change and leave register tape that is outdated and can no longer be used, we no longer print our return policy on our register receipts and have not done so for some timeInstead, we have it posted online and it is accessible in our stores, and if asked, our associates can provide consumers with all the details applicable to their purchases
With that said, our records indicate that while Ms*** had passed the day timeline in which a refund was an option, since she was only a short time outside that when she first requested a refund, a courtesy exception was made for her and a refund was processed on December 13, 2015, as a mailed bank checkShe should have received that check within approximately 7-business days and we would assume she received it since we do not show she called back to indicate she did notWith that said, since Ms*** was provided with her requested resolution, we have closed our file
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 concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
*** *** ***
Email: ***

January 16,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding
his dissatisfaction with the quality of the wedding tent he purchased from our MarketPlace vendor, *** *** *** and the problems he encountered when he requested to return the product for a refund
As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destinationWith that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders
We researched Mr*** order and found that on July 1, he ordered the wedding tent from *** *** ***, a MarketPlace vendorOn July 19, Mr*** contacted our online customer service and requested to return the orderSince Mr*** purchased the items from *** *** ***, he was informed that we would contact the vendor regarding his request to return the orderWe emailed *** *** *** and they replied on July 20, that they would contact Mr*** regarding the returnOur records indicate that on July 25, we made attempts to contact Mr*** to follow up on his return request and to confirm that the vendor had contacted himWe did not receive a response from Mr*** until he called again on October 5, At that time, he was notified that it the vendor’s day return period had expired
Upon receipt of Mr*** complaint, we reached out the *** *** and they confirmed that on July 20, they had in fact emailed Mr*** They informed him that since he was not satisfied with the quality of the product, then they would accept the return, but that he would be responsible for the return shipping fees*** *** *** confirmed that they did not receive a response from Mr*** and did not receive the returned itemsHowever, for customer satisfaction, if the tents are unused, they are willing to make an exception and accept the return and issue a refundMr*** would still be responsible for returning the items at his own expenseWe contacted Mr*** and provided the return informationWe requested that he return the items to *** *** *** within the next days and provide us a tracking number as wellOnce the items are received, the vendor will process the refundMr*** agreed and stated that he will ship the items to the return address soonIn the interim, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***

August 3, Nita
*** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Michael *** - # *** Dear Ms***: We have been unable to complete the investigation of Mr***’s complaint regarding his tenant’s washer repairFirst, we would like to apologize to Mr*** for failing his expectations in regard to his washer repair Since receiving Mr***’s complaint on July 26, 2016, multiple attempts have been made by Territory Member Advocate Tina *** to contact him to discuss this matter Several messages have been left for Ms*** since we were notified of his concerns over a week agoUnfortunately, Mr*** has not returned any callsWe value Mr***’s patronage and we are very anxious to address the issues brought forth in his complaint; therefore, we ask that he call Ms*** at (***) *** at his earliest convenience. In the interim, since we have documented Mr***’s concerns and we have made a concerted effort to reach him, 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

May 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** *** Dear *** *** We have completed our investigation of Mr*** complaint regarding a replacement under his Master Protection Agreement for his cooktop On receipt of Mr*** complaint we found that he had cancelled his MPA and has received a refund per the cancelation terms and conditions of his MPAMr*** refund of $went back onto his Sears card ending in *** Since Mr*** has cancelled his MPA and our records confirm the refund was received we have closed our case We apologize to Mr*** 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 *** *** ***

Initial Business Response /* (1000, 5, 2015/10/02) */
October 2,
Revdex.com
Attn:***
North Wabash Ave., Ste
Chicago, IL
Our File No:
***
This letter serves you an update in regards to Ms.*** siding concernsThe Long Island office contacted the Customer and worked out the labor costs for the concerned areas she is requesting be repairedThe installer is working out availability to service the customerI will update you accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***@searshomepro.com
Sincerely,
***
SHIP/HI Regulatory Complaint Specialist
cc: *** ***

Complaint: ***
I am rejecting this response because:
I was called and was asked if I wanted the washing machine fixedI, however, do not wish to pay for the $fee just for someone to look at the machine much less however much more they will charge to fix itOf course, I would like the machine fixed but I told the woman who paid me that I do not want to pay for the feeThis machine has cost me so much time and effortIf I had known that how much I would regret my decision I would have shopped elsewhere alas hindsight is 20/Sears has done nothing to help the situationThere customer service is atrociousMy machine has been faulty from the very beginningThis is ridiculousI would like to exchange the junky washer or I would like one of Sear's service men to fix it without me having to pay for them to merely diagnose and fix the problemI shouldn't have to keep paying for this machine in this way
Sincerely,
Cassey ***