Sears Holdings Corporation

October 6, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his most recent online order purchase of Men’s Athletic Cargo Shorts As clarification, we reviewed Mr*** order and researched his *** tracking numbers for the purchase in questionWe were able to confirm that his order full order was in fact deliveredThe first tracking number which consisted of one pair of shorts was delivered on July 12, 2016, and the second tracking number with the remaining three pair of shorts was delivered on July 14, Mr*** may contact the office of his apartment complex and speak with *** regarding his packagesSince *** has confirmed delivery of his merchandise, 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

I had to order a laundry center times and was charged times on my sears card - for which I am still awaiting refunds forThis morning I received an email that the 3rd order was again cancelled and that they would have to re-ring it again now for the 4th timeIs this possible that they cannot ring this order correctly and the only solution for them is to cancel it and re-ring it? They understand my frustration of being on the phone hours at time, having my credit card charged each time and having to reschedule my time to meet their delivery dates but do they really? Do they know what they are doing? THe only answer they have is to cancel and re-ring but it didn't work the first times why would it work now? THe only answer is they understand my frustration but these are the steps they must followReally? Why not communicate with each other get each department on the phone and figure out how to order this correctly and before you cancel the order fix what is wrongUGH Yes I am frustrated and disgusted with Sears I really liked their service but this has driven me over the edgeI will go elsewhere and encourage anyone that wishes to order a laundry center to beware

February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order We would first note that Ms*** placed her order through one of our Marketplace vendors, *** *** ***As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The 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 destination. Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop upIn this case, whenever the buyer selects the size and color, the seller is displayed in the right hand corner just above the space where you select shipping or pickup and input your zip codeIt clearly says “sold by *** *** ***” and then “a marketplace seller.” When you click on *** *** ***, their return policy is notedThe shoes are listed this way because there may be more than one seller offering the item depending in the color and size selected With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersAs we noted, each seller has their own return policies, which are accessible via link on the page for the itemOur records reflect that we offered to contact the seller on Ms*** behalf, but she declined. Unfortunately, we are not able to interfere with the return process and Ms*** would need to communicate with *** *** *** regarding her request to not pay for any return shipping*** *** *** may be reached at *** *** during business hours or via email at ***We can sometimes try to negotiate with the seller on her behalf, but we cannot force them to do anything given the fact that it seems that there was nothing wrong with the boots; they simply did not fitIn the interest of customer satisfaction, we are willing to send Ms*** a check for $and she may keep the boots to dispose of them as she wishesShould Ms*** wish to accept, I may be reached via email during business hours at *** As this offer exceeds the specifications listed in our posted terms and conditions, 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, *** *** Specialist, Regulatory Complaints *** *** *** *** ***

Initial Business Response /* (1000, 5, 2015/09/17) */
Contact Name and Title: ***
Contact Phone: XXX XXX XXXX XXXXX
September 17,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear
Ms.***
We have completed the investigation of Mr***'s complaint regarding his online order
As clarification, our online website hosts 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 our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search
It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller's pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website
Our records indicate that Mr***'s placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr***'s case, the order was fulfilled by vendor Alight.com on July 1, We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr***'s records, we have included our disclaimer below:
Third Party Advertisements and Links to Third Party Sites
We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE
Returns and Cancellations
Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details
With that said we researched Mr***'s online order and the notes and verified a refund was processed on August 28, The refund receipt number is XXXXXXXXXXXX and $was processed in the form of a mail bank checkIn the interim, since we have confirmed that a refund has been provided, we 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,
***
Regulatory Complaint Specialist
Sears Holdings Corporation

Today I visited the *** ***, Beaumont, TX, Sears location and I have to say this is the worse store I have been toMy husband and I were locked in the store for an hour while the store manager took her time to show upShe didn't look bothered that she had locked customers in the store and didn't even offer an apologyShe also did not come alone to storeShe came with a friend and both her and her friend started harassing my husband and I for being left in the storeYes, that is rightApparently, it is our fault that we were locked inI asked her how could she not check that there wasn't anyone left in the store and she said that its the customers responsibility to leave the store at closing hoursNow, I understand that but when you're in the restroom in the middle of something it is hard to hurry up and run out right at closing timeDoors were locked at exactly closing time if not beforeAn employee had seen my husband waiting for me outside the restroom but I guess we were of no importance and they locked us inA sarcastic apology was later given from the managerLike I said, she blamed us for being locked inI don't know why it is okay to do this to a paying customerI don't know why Sears would have this kind of person working at all in their store let alone a management position

inch electric chain saw, made by remington, bought at searsQuit working after one yearI tried, tried , tried to talk to both Sears & Remingtoni wasted minutesthey can not talk to a customer

Initial Business Response /* (*** 5, 2015/09/21) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding Sears
Garage Solutions
***, Sears Garage Solutions, Support Specialist provided the following response:
On Thursday, September 17, 2015, a settlement agreement was mailed to Mr*** offering him a sales adjustment of $as noted as his desired resolutionOnce the settlement agreement is signed and returned to the office, the sales adjustment will be processedIf Mr*** has any additional questions about the aforementioned resolution, he can reach me at 740/XXX-XXXXSince we have noted that we would be providing the requested $sales adjustment, we ask that 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,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com
Initial Consumer Rebuttal /* (3000, 12, 2015/10/13) */
Ms***
Find attached the signed offer for the $The signed offer has been fax to as wellI look forward to see the refund of $soon
Kind regards,
*** ***
Final Business Response /* (4000, 14, 2015/10/13) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding Sears Garage Solutions
***, Sears Garage Solutions, Senior Quality Control Manager provided the following response:
The $was processed on October 9, 2015, back to his *** card ending in *** Typically a consumer can expect to receive a credit to a credit card within to business daysMoving forward, if Mr*** has any additional concerns, I invite him to contact me at 703/XXX-XXXXSince we have processed of *** refund, we ask that 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,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***

We bought our central AC from Sears back in with the accompanying year extended warranty We were told this warranty gave us priority among repair customers, we would not have a long wait for a technician and not have to worry about replacement costs since everything was covered Our AC worked perfectly for the first five years We were encouraged to buy another year contract as the unit was now aging, so wouldn't it be great as issues appeared we didn't have to worry about a wait for a technician or replacement costs as issues popped up We bought another year contract About two weeks ago the unit just stopped working, no reason given beyond "system malfunction." When I called to make an appointment for an evaluation, I was told it would be five days before anyone could come out When I questioned the long wait at the end of the cooling season, I was told that it was because we were approaching the holiday weekend This made sense so I didn't question it I have just returned to work so my husband took off from work to be here for the technician The technician came, did an evaluation and claimed the problem was the thermostat He said the thermostat was not covered We could go to *** *** and get any central air thermostat and then get an electrician to install it My husband did as he instructed He used the repair service *** *** recommended since we did not know someone who would be willing to install it The person who came to install it told us 1) Our thermostat was a communication thermostat and could NOT work with the thermostats sold in any store, it must be purchased online and 2) the thermostat was not the problem The thermostat was not showing any issues and when you checked the actual readout from the unit itself, the problem code showing meant the power blower was having a problem He was very nice and said since we had a contract through Sears, to use Sears and not them to fix the part so we would not have to pay his company to do the repair and have it covered by Sears We called Sears immediately to tell them what was reported to us We asked when a service person could come back out to verify what we were told We were originally told we could get someone the next day My husband asked if we gave Sears the problem code, could the worker see if the part was in the local warehouse, have it on the truck when he came so we wouldn't have to make another appointment Sears asked for the code When they found out what part the code meant, suddenly our next day appointment was thrown to a week later at the earliest Plus, the problem code showing had to be verified by their own technician, not someone else We offered to take a picture of the unit showing the code with our cell phone so they could see it is as the person statedNope, they would not accept that We asked if they could have the part on the truck when the technician came next week so he could do the repair right after he confirmed the diagnosis Nope, no parts on the truck until they confirmed We stated it was their technician who gave the erroneous diagnosis in the first place, we stated what we were told when we bought our contract about never have to wait long for a technician, we stated you told us we could have an appointment the next day until you realized what the part was We said since the problem code is showing, can't a technician come out sooner than a week later for just five minutes, go to the unit, verify the code and then the part could be ordered and we could have it for our appointment for the week later appointment Nope, no-one would be in our area anytime in that period that could stop by for five minutes I told them how if they checked our records, we have been Sears customers for years and how we constantly recommend Sears to people and they were on the verge of losing us forever Nothing could be done I asked to speak to a manager After being on hold for over minutes, I got a manager and repeated everything that had happened She said she was very sorry but what we were told before was true We then called the service man from the other company back and told him to order the part They had another serviceman come out the next day to confirm it was the one blower that needed repair because there are three different parts for that codeThey determined a circuit board also needed to be replaced The parts were picked up and the serviceman was back the next day installing the parts Our air conditioner now works perfectly with the SAME thermostat the initial Sears technician diagnosed The service company left us with both parts that had malfunctioned so Sears could verify that these were indeed the malfunctioning parts and not the thermostat as initially stated so perhaps Sears would then do something to try to make things right with us and not lose such long term customers Guess what - Sears could not care less about checking to confirm the initial wrong diagnoses or repairing our fractured relationship I told them not to contact us any further, no promotional e-mails or phone calls about sales and specials I still am receiving e-mails until I opted online to unsubscribe You can bet that I will now be giving all my repair and purchase service to the HONEST company who themselves told me to stay with Sears since we were such long term customers and had contracts with them instead of trying to make money off of us rather than Sears who we've been with for years who did NOTHING to rectify the situation even though it was their OWN service man who made the faulty diagnosis in the first place, told us completely incorrect next steps to take and then Sears showed no responsibility for trying to bring a technician out sooner (and we live only ten minutes away from a local Sears) to even confirm the diagnosis code or checking to see that what was diagnosed by the other company was indeed correct I guess the other company will have us and our referrals to friends, family and co-workers for the next two and a half decades You really dropped the ball Sears

Kmart has a rewards points program - send bonus points by email but when you checkout they are not recorded in the computer and manager, Juan, indicts HE cannot override the system

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
PS I have spoken to Mr*** *** the manager of the Sears store auto deptin question via telephone and he has verbally assured me that the incorrectly placed charges for services shall be refunded on my credit cardI will be required to visit the store in order to process the refundIn view of Mr*** intransigence to settle the matter amicably in the past I shall refrain from considering the matter closed until the payment is finalized

Contact Name and Title: MELISSA ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Teresa *** - #
Dear Ms***:
We have completed our investigation Ms
*** complaint regarding a Net phone card she purchased from Kmart
The phone card that Ms*** purchased is non-refundableThis is clearly marked on the packaging, which Ms*** included a picture of with this complaintFurthermore, whether the strip has been scratched or not has no impact on whether a refund will be provided; the card cannot be returned for a refundLastly, Net has Ms*** funds, not Kmart; therefore, if she would like to pursue a refund, she will need to contact Net directlySince we have explained why we are unable to honor Ms*** request, we ask that this matter be closed
We appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

October 13,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case No: ***/*** ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate
Pursuant to Mr***'s complaint, I have further researched the reason our Customer had to allegedly pay $for replacing a fanThe Master Protection agreement expired March, Additionally, the protection agreement was for the condenser that Mr*** purchased from SHIPMr*** did not purchase an air handler, which the fan motor is a part ofThe service technician would have not been looking at the air handler for anything, only the A/C part of the systemSHIP will not be offering to reimburse, or, compensate for the alleged service expenseIn addition, the 10% coupon that Mrand Mrs*** mentioned during our conversation, are normally sent for advertising purpose and not meant for compensation
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs*** as a customer and apologize for any frustrations or inconveniences they might have experiencedIf you have any questions or concerns, please contact me directly at *** or via email at rogelia.***@searshomepro.com
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** ***

Complaint: ***
I am rejecting this response because: Unfortunately what *** *** is stating is totally incorrect and I do not believe he was even presentI believe the manager at the time said his name was *** In any casethere was no customer courtesy extended - I demanded a refund for the wheel alignment because a wheel alignment was never performedThis shop tried to charge me for a service they never performedI had to go to another shop, ***, spend $to have a wheel alignment performed and was told any previous shop never performed an alignmentAnd besides this, according to the tire code on my car, ***, the new tires were actually 1/years old alreadyThis Sears auto center should be shut down because of its unfair, unethical and unlawful practicesSear's reputation is at stake.
I would like a full refund for the tires or at the very least have new tires placed on my car from another Auto CenterI will never go to this center location again and had advised all of my friends in person and on social mediaPlease have *** *** *** or someone of higher authority contact me at ***I will not stop in my pursuit of fair justice and the end of unethical consumer practices
Thank you, *** ***
Sincerely,
*** ***

October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #- Alicia ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding the
charges she was assessed for a dishwasher service call
We would first like to clarify that Ms*** mother appears to have set the service call up, we assume via our website, and she did not link to the warranty record under Ms*** name, so the service order was never linked to a product with warranty coverageWhich meant the service call was scheduled as a "collect" or a cash callWith that said, the service that ended up being needed, would not have been covered under the warranty even if it was set up properlyThat is because the manufacturer does not cover any service calls that are not as a result of a defect in material or workmanshipIn this case, there was an electrical issue that had kept it from working and not a problem with the dishwasher itself
We would note though, that even though there would have been a charge either way, the charge should just have been our minimum trip/diagnostic feeThe only time we would charge over that would be if we explained in advance what the additional charge would be and secured the appliance owner's agreementIn this case, it sounds like the technician did not realize he could close the order out as "declined estimate" and it would have then only charged the minimum feeDue to the fact that the issue was not resolved when the technician reached out to his manager, and that the technician did not call to get the dishwasher placed under the correct warranty record even if the service was not covered, as a courtesy we have refunded Ms*** in fullThis was processed as a credit for $to her Visa card ending in It should release on our end within the next 2-business days and then post to her account approximately 1-business days after that; the exact time for posting is dependent upon the card issuer's policies governing refundsIf she is unable to confirm that it posted by October 23, 2015, she is welcome to contact me via email at Dana.***@searshc.com or via phone at *** In the interim, since we have agreed to refund Ms*** in full and are just waiting for her to receive this, we have closed our file
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,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: ***
Email: Dana.***@searshc.com

Beware of buying from www.sears.com, because they will tell you one pickup or ship date "estimate" and move that date way out once they actually process the order Apparently there is a total disconnect between their inventory management system and their so called pickup or delivery estimatesBUYER BEWARE if you need a timely delivery find another online retailer This was in regards to the purchase of a *** *** *** *** on 1/2/15, wherein I was informed I could pickup in store on 1/or have it delivered by 1/ On 1/I was informed the store can't fulfill the order and delivery won't be till 1/14, plus they can't even cancel the order To think I've done business with Sears since the 80s and they can't even get inventory management correct in this world of online business

I purchased a Kenmore Elite refrigerator for about $2,about months ago The delivery and installation was fine After months, the refrigerator broke Repairman arrived, stayed minutes then had to order parts Waited another week, repairman returned, incorrect part sent and had to reorder This was in March
Now in July, the refrigerator has stopped working again Same problem as in March and same story Repairman visited times and now the refrigerator is totally not working Contacted Sears and Sears Service, have to wait days for another appointment and hopefully they can fix We have kids under 11, no refrigerator or freezer and can't store my daughters medicine Sears service cannot rush my service visit and they are telling me I now need to purchase extended warranty if I want to replace the refrigerator
We will never buy anything from Sears again I have purchased refrigerator, dishwashers and washer/dryer set This is the worst appliance experience we have ever had

November 13, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have been unable to complete the investigation of ***
***
complaint regarding her recent order As clarification, our site clearly displays
who the seller of each itemOur return policy notes that the consumer is
subject to each seller’s individual return policy and any disputes must be
addressed with the sellerThat said, we will intervene in some cases in the interest
of customer serviceWe appreciate *** *** patronage and we have issued a full
refund in the amount of $This credit should reflect in 3-business
daysIn light of the aforementioned information, we respectfully ask that this
matter remain closed. We apologize to *** *** and appreciate the
opportunity to address this matterPlease feel free to contact me if you have
any further questions or concerns.Sincerely,*** *** *** *** *** *** *** *** ***

February 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer According to our records, Mr*** request was granted as the parts were sent, requiring no installation on our part as a one-time courtesy In light of the aforementioned information, we have closed our file 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, *** *** Specialist, Regulatory Complaints *** *** ***

I bought a battery charger online about a week ago and my credit card was charged twice and I called to inquire about it no one knew how to resolve this matter I spoke with different people and one particular person said she was supervisor and would look into it and come to find out she was not a supervisor they had no supervisor on duty and I'm out the money I will not purchase a another thing from this company

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Scott *** #*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services and repairs to his refrigeratorSears will be processing an in warranty exchange for Mr***That said we will be ordering a new KitchenAid refrigerator which should be delivered on September 30, No additional funds will be collected from Mr***Since it is my understanding that the aforementioned resolution was met with Mr***’s satisfaction, 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