Sears Holdings Corporation

July 19,
0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the repair of her microwave
We have reviewed Ms*** service history and our records show that her repair that was scheduled for July 19, was cancelled as our offices called Ms*** with no response for days. Should Ms*** still require repair, she should contact our repairs services at *** ***. That 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 matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

April 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding his SYWR membership. As clarification, *** *** has violated both the Terms of Service for SYWR membership and the SYW Max program. *** *** signed up for a program called Shop Your Way Max, which allows you to pay a flat fee for expedited shipping, but this program specifically excludes commercial purchases or re-selling to third partiesThe terms note: “The annual program is not available for purchases from other websites (unless otherwise designated in writing by Company), for corporate accounts or for customers who purchase products for business or institutional use or for customers who are resellers (customer who purchase and resell the items purchased to a third party.”However, *** *** sends his purchases to other parties each time Furthermore, *** *** has multiple SYWR accounts setup under different email addresses despite the fact that the terms of the SYWR program note: “you are entitled to only one Member Number and one Points accountIf you have more than one account we may, in our discretion, combine your accounts into one Points accountWe also reserve the right to close accounts at any time in our discretion.” We also want to point out that the Terms of Use for our website note: “To properly serve all customers, Sears reserves the right to limit quantities of orders to only one (1) of any such item(s) purchasedCommercial use of the Sears site is expressly prohibitedSears reserves the right to cancel any orders that it determines in its sole discretion are made for commercial resale purposes.” As illustrated above, we were within our rights to suspend any of *** *** accounts, and have done so and yet it appears that he continues to open more and is still placing orders that are in violation of the terms and conditions of our website and both of our membership programsWhile we value *** *** patronage, we ask that he particularly bears the terms and conditions of the SYWR and SYW Max programs in mind when making future purchasesOur IT department will be monitoring the situation closely and should *** *** continue to violate the aforementioned terms, we will have no choice, but to start billing him for shipping that might not have been charged and for any points usage that is used towards the purchase of merchandise that has been resoldAt this time we are willing to forgo the collection of all the previous shipping charges that he owes us and any points used that would not have applied, since points cannot be resold, but we are unwilling to continue allowing him to blatantly misuse the program to the egregious levels he has done so to dateIn closing, since we have explained why his accounts were suspended, and we were well within our rights to do this, we have closed our file 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 ***
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
They have given me the run around and won't answer phoneWhen refund is in my hand then this complaint will be be resolvedTen weeks to write a check?
come on now!

HUNG UP ON ME TIMES IN ONE HOUR< ABSOLUTELY NO PROFESSIONALISM OR CUSTONER SERVICE ***PROTECTION AGREEMENTS ARE MEANINGLESS _***THEY ARE NOT HONORED ***ONE COULD SPENT A LIFETIME WAITING FORCUSTOMER SERVICE TO ANSWER THE PHONE ONCE THEY IDENTIFY YOUR PHONE NUMBER THEY WILL NOT ANSWER YOU CALLS ***NEVER AGAIN WILL I ALLOW THIS AWFUL EXCUSE FOR A COMPNY TO RULE MY LIFE !!!! I will never never never never purchase for any SEARS and K-MART, etc company ever againI intend to spread my stories of SEARS lies and deception to everyone I speak to till the day I die Think it won't happen to you, just go ahead and buy something from them, you'll see like hundreds of thousands of others THE ONLY GUARANTEE YOU"LL GET FROM SEARS is the guarantee you'll get screwed in the endZERO, NADA, NIL, NOTHING from customer service They don't know what that means I will light a candle for your impending business death - I can't wait, its been coming for the past years - any day now and gone forever !!!!!!! I am on two lines for hour and minutes waiting for Customer service to answer you will never do this to me again They are playing games with the public
I have been a SEARS customer for 55+ years NOW I"M GONE Vernon *** ***., Abita Springs, Louisiana, USA Considering a lawsuit, maybe that will get them to answer the phone

Contact Name and Title: *** ***
*** *** ***
October 26,
*** ***
Revdex.com
*** *** *** *** *** ***
*** ** ***
Re: *** *** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the repair of her refrigerator
Upon receiving Ms*** complaint we would like to apologize that the repair has taken longer than initially anticipatedPer our technicians, the refrigerator is repairable and thus not eligible for replacementThat being said, because we value Ms*** patronage, and because she has been patient with allowing repair, we have decided to replace the refrigerator under its Service Smart Agreement (SSA)Per her SSA, she has been approved $to use towards the exchange of her refrigerator which is the maximum amount of under her SSAThe $is listed under her phone number which is listed on this complaintAt this time, Ms*** can go to her local store and advise that she is to receive a replacement, give her phone number, and pick another unitThat being said, because we are in the process of providing Ms*** with her requested resolution, 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
***
***

Initial Business Response /* (1000, 10, 2015/10/14) */
October 14,
Revdex.com
Attn:***
North Wabash Ave., Ste
Chicago, IL
Our File No:***
Via: Revdex.com Website
Dear Ms.***
I
attempted to reach Ms.*** by phone on 10/08/and 10/14/15, to address her concerns with her Cabinet Re-facing projectI also sent an email to Ms.*** today as wellI have confirmed with the Dallas district office and the District Project Manager,***, that an appointment has been scheduled with Ms.*** for October 23rdand 24thMs.*** is only available on the weekendsPreviously we were not able to coordinate the installation due to both parties' conflicting schedulesOnce Ms.*** has provided more dates of availability we will be able to schedule the remainder of her installation, if any additional days are neededAs soon as I have further information I will be sure to update you
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 ***
Sincerely,
***
SHIP/HI Regulatory Complaint Specialist
cc:***

We purchased a 40" *** Smart TV in December of from our local Sears The TV started having a color issue in November It is still under the factory warranty and we also paid $for the 3yr protection planThis being said, I called the customer service # on the warranty papersI scheduled an appointmentfor the next available service tech 3wks later between the 8am & 5pmThe service tech showed up took a 5min look at the TV and said it is possible that it needs a software update or it has a bad video cardHe ordered the software update (memory stick) and said it should arrive in 2-daysAfter a week and no memory stick, I called backThe service tech canceled the order for the software update the next day, so we didn't get it!! Had to wait more weeks for next appointmentAfter waiting all this time while sitting at the house for the second day waiting on a service tech, he called to ask if we had received the memory stick upgrade yet? I told him I was told it had been canceled by the last techHe then informed me he couldnt do anything until it arrivedHe checked on the order and said showed it would arrive by the end of the day the appointment was scheduled onNot going to help much!! When I asked about exchanging it for a new TV, I was told it would take a minimum of (yes I said 4) service calls before it would be "eligible" for replacement!! Bottom line, I will NEVER buy from Sears again!! Do not put trust in Sears or it's service center!! You will get nothing but the run around!!

January 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** Dear Ms*** We have completed our investigation regarding Ms*** complaint regarding her dishwasher According to our records, Ms*** has been provided with a resolution that she has indicated to be acceptableIt is being implemented at this point in time as we are coordinating with our installation contractor to have the necessary work done as soon as possible While we realize that Ms*** may wish to keep her complaint open until all is done, the nature of our agreement with the Revdex.com is time sensitive and we cannot allow the matter to remain openAs it stands, we are taking all the necessary steps to ensure the resolution we have offered is handled as quickly as possibleWe 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

April 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her
dissatisfaction with the quality of the multiple refrigerators delivered and the delivery delay of the replacement unitIt is unfortunate that we failed *** ***s expectations when she recently scheduled a refrigerator deliveryWe value *** ***s patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of *** *** we reviewed the delivery order and case notes related to the refrigeratorAccording to the delivery notes, the rescheduled delivery date is due to a manufacturer delayThe manufacturer notified us that the refrigerator will not be delivered until April 20, As clarification, because of the large selection of the merchandise we sell, we don’t stock appliances in our warehousesThe product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer*** *** mentioned that she did not have a working refrigerator, and our technician had ordered a part to complete the repairRegrettably, the manufacturer also notified us that the part ordered was on back order until April 22, We contacted *** *** and provided the following options: She could exchange for another model; return for a full refund; or wait for the delivery of the replacement*** *** agreed to wait for the delivery of the same model on April 20, We would also like to note that our Parts Research Team located the part from an alternate source and we completed the repair of the refrigerator on April 11, Therefore, *** *** will have a working refrigerator until the delivery of the replacement refrigeratorAs for food loss reimbursement, on March 14, we issued *** *** a bank check for $300.00, which is the max allowable amountWith 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 unwarrantedIf *** *** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this timeAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

October 23,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding delay in
receiving her purchased mattress set
We apologize that many factors resulted in *** ***s delay in completing her delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand *** ***s concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come
After reviewing *** ***s complaint and our records, we were able to determine that due to a routing error; *** ***s order was not scheduled for deliveryOur records show that unfortunately *** *** canceled her orderOur records show that on September 12, a credit in the amount of $was issued back to the original form of paymentIn addition, a second credit in the amount of $was also credited back to the original form of paymentSince we have confirmed that *** *** has been credited accordingly, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
*** ***
***

November 11, 2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** ***We have completed
our investigation of *** *** complaint regarding service for
her
refrigerator.It is unfortunate that we failed *** *** expectations when she scheduled service for her
refrigeratorWe value *** *** patronage,
but can understand how the series of events noted in her complaint has caused her
to lose faith in SearsWe regret that this incident occurred, but we can
assure *** *** that her
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 she was treated and that we truly regret any
inconvenienceUpon receipt of *** ***’ complaint, we found that service was completed on October 21, 2015;
our service technician replaced the fan motor of the refrigeratorWe also
found that her request for food loss reimbursement was approved in the amount
of $and a check was processed on October 22, as well as a gift card
in the amount of $that was processed on November 2, Since we have
repaired *** *** refrigerator, provided her with the requested food loss
reimbursement as well as a $gift card for her inconvenience, we have
closed our case.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,*** ** *** *** *** *** *** ***

Absolutely awful customer service Will never use again and will advise all I know to not use Ordered appliances One was delivered so damage the carriers wouldn't leave it The other was left in box, and we discovered after they left that it was completely damaged and unusable Spent over hours on the phone with their customer service individuals who did not seem to understand what was going on, gave us the runaround, hung up on us multiple times, and refused to cancel the order Supervisors were useless After hours we received an email confirming cancellation, but now continue to receive redelivery notifications Have called back and been told there is no note of cancellation, had to recancel, etc Absolutely worst customer service experience I've ever had We asked local store to help and they refused because it was an online order I will not be accepting any deliveries, and will hire a lawyer if my account isn't credited as this is the most frustrating buying purchase I've ever had to deal with Highly advise anyone against using them as you will be redirected consistently, lied to, and be given no answers

January 21, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order It is unfortunate that we failed Mr*** expectations as we value his patronage. We can understand his frustration with the series of events detailed in his complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in his online order, we found that Sears Online processed a refund of $in the form of a gift card which shipped out on January 4, Additionally, a gift card of $shipped out on January 12, Mr*** should allow up to business days to receive them in the mailWith that said, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed, pending his receipt of the refund 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 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** * *** Dear *** *** We have completed the investigation of *** *** complaint regarding
the problems she encountered when she attempted to return her mother’s purchase after the 30-day return period had expired
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most itemsOur 30-day Return/Exchange policy became effective on June 14, Prior to this change, our return/exchange period was 60-days for several yearsWith our current policy, a customer has days from the date of the original purchase to make a return, with some exceptions listed on our return policyOur return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchaseIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy
According to Ms*** her mother purchased the merchandise on February 18, and she attempted to return/exchange the items on April 30, 2016; which is over days from the date of purchaseMs*** had a several weeks to inquire about our return policyWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentAccordingly, as we were just adhering to our posted return policy, we are unable to honor *** *** request
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
*** *** ***

January 12, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his online order experience and non-receipt of the item he ordered *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Mr*** expectations when he attempted to resolve this matter initiallyWe value Mr*** patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we contacted Mr*** to apologize for the inconvenience with this online orderMr*** stated that his order arrived late but he did receive the product and is happy with itMr*** appreciated our call back to follow up with himAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponShould Mr*** have any further questions or concerns, he may contact our store directly at (*** ***In the interim, we have noted Mr*** 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

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Dawn Vitello ***#Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorDue to a sealed system issue, we have authorized the replacement of Ms***’s refrigeratorAll Ms*** needs to do is go to her local Sears and informed her sales associate that her refrigerator has been approved for replacementThe authorization is linked to the home phone numberThe sales associate will assist Ms*** in selecting a new refrigerator and will process the exchangeSears will cover the delivery and haul away costsSince we have noted the approval to replace Ms***’s refrigerator, we ask that this complaint be closedWe 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 Specialist Sears Holdings Corporation Adam.***@searshc.com

I purchased a Sears *** Freezer less than year ago and it was still under warranty when the freezer quit freezing I called Sears Repair and scheduled a maintenance call It took over weeks to get an appointment I received a call the day before reminding me of my appointment I took off work on June 25th and waited for the repair man to come between 3-6pm They did not show up or call I called them at 6:pm and they told me the repair man would be coming I called again at 8:pm and was STILL told they were coming Sears did not come, they did not call When I called on June 26th, I was told I would be rescheduled for July 15th!! More than days later I even sent a complaint to their corporate office and was told I was giving the first available appointment on July 15th I don't think anyone would consider this acceptable

I purchased a new storm door in October Reported to Sears repair department concerning the door's malfunctions in early DecemberNo one has fixed the door as of today Jan.18, Communicating with the rep and tech is bad and the service person came just once and was not prepared to fix the doorHe did not have any supplies and answers on fixing my door

May 25,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint
regarding her dissatisfaction that she was denied an exchange on her recently purchased pair of jeans
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is posted in the store and is listed on Sears.com for review and it states that, for most items, a customer has days from the date of their original purchase to make a returnSince Ms*** jeans were purchased on April 5, 2016, and she attempted to exchange the jeans on May 14, 2016, she was clearly over the 30-day “hassle-free” return or exchange period
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAs this is in accordance with our posted polices, we ask to have this matter closed
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
*** *** ***

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * ***
class="InsideAddress"> Dear Ms*** We have completed our investigation of Ms*** complaint regarding her Kenmore refrigerator On receipt of Ms*** complaint we were informed that an injury claim was opened with our claims processor, SedgwickThis injury claim was tendered to *** as the manufacture for handling*** offered Ms*** $for the injury claim of cut fingers, no stiches When we spoke to Ms*** she was not happy with the offer from *** and wanted Sears to make her a bigger offerShe was informed that since *** had accepted the injury claim she would need to discuss that aspect with them directly but we were willing to offer her an exchange for a different model since she was very upset with the model refrigerator she hasMs*** was informed that she had $to select, the amount she paid for the first refrigeratorMs*** was not pleased with this offer and Sears informed her for customer satisfaction reasons were we would return and refund her fully for the purchase, Ms*** declined this offer as wellAs of 12/5/Ms*** informed Sears that *** was replacing her refrigerator Since Ms***s refrigerator is being replaced by *** we have closed our case We apologize to Ms*** 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 *** *** ***