Sears Holdings Corporation

I bought a Samsung W/D on January 18th and had the set delivered and installed by Sears The set is stacked in a small laundry room Several months later we started to notice lint on the floor around and under the set It is difficult to see behind the W/D but we shined a light and noticed that the dryer vent hose was never connected or it came loose We called Sears and they will not correct the poor installation They said the installation is out of warranty Not only is this poor service but it is a safety hazard
I am sure it would cost them much to come out and fix it but they rather I buy my next large appliance at another retailer

Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Blaise *** #9457***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding Sears Home
Services and repairs to his refrigerator
We have processed an in warranty exchange and Mr***' new refrigerator has been ordered and is scheduled to be delivered to his home on September 24, There was no additional cost to Mr***Since it is our understanding that Mr*** was satisfied with having his refrigerator replaced, 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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com

November 3, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** *** * * *** *** ***We have completed our investigation *** *** *omplaint
regarding his dissatisfaction with Sears Home Services.First, we would like to apologize to *** *** for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure *** *** 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 network. We do not take these matters lightly and we have forwarded *** *** *oncerns to the District Service for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within *** *** *omplaint, so that future problems can be averted. On October 23, 2015, the technician returned to *** ***’s home and reconnected a control board terminal; completing the repair. Although *** *** does not carry a protection agreement, we offered to provide some food loss reimbursement and rental reimbursement for the refrigerator that was rented from *** ***s. *** *** responded to our offer and reluctantly accepted the $we offered. The check request was submitted on November 2, 2015, and should be received by the *** within the next two weeksWith that said, since we have completed the repair to the Yelverton’s refrigerator, albeit later than expected, and provided the aforementioned compensation, we ask to have this matter closed.Again, we apologize to *** *** *** *** and we appreciate the opportunity to address this matterSincerely,*** *** *** ***

I bought a Sears *** Elite Dishwasher in It was an $dishwasher that was on sale for $and changeThe sales person touted the unrivaled service of sears especially if we bought the extended service plan We did so, and since then We have had repeated problems with the device It is very cheaply made and parts break all of the time What's worse, every time I have dealt with the service dept it has been nothing short of HORIIBLE I have never had my dishwasher fixed in less than weeks The first ways they decided to fix it was have a call center person "Diagnose" what was wrong with the dishwasher, order parts, and then have the repair person come out a week to days later When said repair person comes out, inevitably the wrong diagnosis has taken place The technician has to reorder the proper parts ,and come back to days later to fix it I even had a part burn in the bottom of my dishwasher Which unnerved me I wanted it replaced I was told because it was three times and not four they wouldn't replace it The repairman who came to my house told me "good luck trying to get them to honor their replacement guarantee" I had melted and burned parts in my dishwasher So this week my seal, drawer and silverware holder broke, When I called, I was told by Rebecca in Arizona that they couldn't get me in until April 8th I told her that was fine, but I wanted to be put on a cancelation list I explained that it always takes to weeks to get my dishwasher repaired We had a min conversation where April 8th was mentioned at least four times I agreed to the date and when I got my confirmation mins later, it said April 13th What the Heck>>!! So I called back and spoke to Ariandra in Phillipinnes a who told me the date was put in as April and there was nothing that could be done I asked to speak to her supervisor and asked to speak to someone in the US that could fix this I was promised that, but then was put thru to JB in the PhillippinesI was informed there was no one else who could help me no one above her That I was at the end of the road Sorry there was nothing that they could doI was irate at this pointI called back and got an American named Heather Was told the same thing I am years old, have owned three homes with multiple appliances I have NEVER, EVER in those years dealt with more terrible customer service To literally have to wait usually three weeks to be able to use my dishwasher, every single time it breaks I paid in good faith $for a dishwasher plus extra money for an extended warranty that has brought me nothing but grief and dealt with Sears trying to have it fixed to nothing but more frustration and right down untruths It's like traumatic stress at having to have my dishwasher fixed I will recommend to everyone I know to NEVER EVER buy an appliance from SearsI have bought from *** *** and ***s and have never had to wait more than a week to have appliances fixed One time I did have to wait an extra days for an obscure refrigerator part But never ever longerI was told by a repairman that came out for ***s that all he hears is similar stories about Sears in his stops for ***s It's a shame that a once rivaled appliance brand has turned into this There is no interest in making things right for its customers Just make them feel like their money would have better serve them being balled up and set on fire Congratulations at earning the Worst Customer Service Ever in my Lifetime Award

December 10, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** * ***
*** *** ***We have completed the investigation of *** *** complaint regarding
the installation of his dishwasher; as well as a problem with the door on the refrigerator that was recently delivered.It is unfortunate that we failed *** *** expectations when he recently scheduled a dishwasher installation and the delivery of his refrigeratorWe value *** *** patronage, but can understand his frustration due to the series of events noted in his complaint We would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We contacted *** *** and apologized that the installation team was unable to anchor his dishwasher to his granite counter tops. Our records indicate that *** *** was informed that the dishwasher is consider a top mounted unit and, for liability issues, the installation contractor will not drill into granite counter tops. *** *** stated that he purchased a side mounting kit and has already anchored the dishwasher to his cabinets. As a good-will gesture, we offered *** *** a $gift card to assist with the cost of the side mounting kit, and he accepted the offer. *** *** should receive the gift card via email within business days. As for the refrigerator, we offered to scheduled service to repair the door issue and informed *** *** that if it could not be repaired, then we would process an even exchange. *** *** agreed and service is scheduled for December 19, 2015. In the interim, since we have addressed the issues brought forth in *** *** complaint, we have closed our file.Again, 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 Complaint SpecialistSears Holdings Corporation*** ***

November 22, 2015*** ***Revdex.comNorth
Wabash Ave, Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have been unable to complete the investigation of *** *** complaint regarding her
dissatisfaction with an order placed for her
by our Sears associate. *** ***, Assistant Manager for Sears Store ***, has attempted
to contact *** *** by telephone, but has not been able to speak with her. *** *** left a message with his contact
information, asking for a return call to discuss this issue further. Additionally, he sent an email to *** ***
on November 20, 2015, but *** *** has not yet replied. Until we have an opportunity to discuss this matter with her we are unable
to work toward a resolution. Our records
do show that *** *** successfully returned her order. However, if she still requires assistance with
he return shipping charges, she is welcome to contact *** *** at *** ***. We ask to have this matter closed in the
interim, pending *** *** response.We apologize to *** *** for this issue and appreciate
the opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concernsSincerely,*** *** *** *** *** ***

October 22,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** ***
Dear Ms***:
We have completed the investigation of Ms***'s rebuttal to the response we provided regarding her dissatisfaction with the problems she encountered with the delivery and assembly of the exercise equipment that she purchased
We have Ms***'s rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied with the service she received, we are unable to grant her request for compensationAccording to our delivery records, on September 12, Ms*** called in to report that she had not been contacted by our delivery teamDue to her inconvenience, she was requesting a refund of the delivery feeMs*** was informed that she would have to contact the store regarding the delivery feeMs*** refused to contact the store, so the associate attempted to contact the store on her behalf, but the store phone line was busyThe delivery team arrived while our associate was attempting to contact the storeOur delivery team informed Ms*** and the associate that they were not able to assemble the exercise equipment and the notes indicate that Ms*** refused the orderAs previously mentioned, when an item is returned to the warehouse, regardless of the reason, delivery has to be rescheduled for another dateMs*** was informed that we could create a manual work order to schedule an assembly team to return on September 16, At that time, Ms*** requested to speak with a supervisorRegrettably, the call was disconnected while waiting to connect to our delivery escalation departmentWe apologize if at any time Ms*** was misinformed that the equipment would be redelivered that same dayWe regret that this incident occurred, but the fact remains that Ms*** cancelled the order the very next dayMs*** did not allow us adequate time to reschedule and resolve in order to retain her sale of the equipmentWith that being said, since we have addressed the issues brought forth in Ms***'s complaint, we have closed our files
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
*** direct
***.***@searshc.com

January 4, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of Mr*** complaint regarding his online order that was not available at his local Sears store and his request for a full refund It is unfortunate that we failed Mr*** expectations and we can understand his frustration with the series of events detailed in his complaintWe 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 avertedWith that said, we have verified with our Online department that a refund of $will be issued on a new Gift CardMr*** can expect to receive the gift card in the mail within fourteen business days from January 5, 2016, at the address listed in his online orderIf he does not receive the gift card by January 25, 2016, we ask that he notify us so that we may track the gift cardAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed, pending his receipt of the refund gift card 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:
I
have been forced to seek service elsewhere and I do appreciate your attempt to
send someone else and not apologizing for the previous incident (THANK YOU)I
am very disappointed in the fact that your response does not only not
acknowledge the service that was not provided but also that you have not made
mention about follow up with those involved and/or processes to ensure it
doesn't happen to someone elseThis would include those in the call center and
the tech that was sent
Sincerely,
*** ***

June 27, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted *** *** with *** for assistance. On June 14, 2016, the technicians examined Ms*** refrigerator and ordered a new condenser. However, when they returned on June 23, 2016, they found that the condenser was not needed. Ms*** spoke with Mr*** on June 27, 2016, and he confirmed that the refrigerator was working properlyAs a conciliatory gesture, we have processed a $gift card, which should be received in the mail in the next two to three weeks. With that said, since we have documented Ms*** concerns with the repair process and completed the repair to her refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

*** *** Revdex.com">North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear *** *** We have completed our investigation of Mr*** complaint regarding multiple services on his riding tractor After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the riding tractorMr*** selected a new riding tractor, the replacement has been processed and delivery is set for June 17, At this time we are waiting for delivery, Mr*** has been provided with my direct contact information if he needs further assistanceSince it was our understanding that this resolution met with Mr*** approval, we have closed our file 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 *** *** ***

May 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his
dissatisfaction that he was denied an exchange on his recently purchased lawn mowerAs 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 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 Mr*** mower was delivered on December 1, 2015, and our records indicate that he called to exchange it on May 3, 2016, he was clearly over the 30-day “hassle-free” return or exchange periodRegrettably, 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 MrRussell, 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 closedWe apologize to MrRussell 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 *** ***
***.***@searshc.com

Complaint: ***
I am rejecting this response because:
Sears is completely lying and I want the highest level of Revdex.com to contact me at (***) ***No one ever offered an RMA return for the treadmillThis is absolutely falseNo one ever called meNo one ever offered to helpI was in contact with Sears SEVERAL times after moving into this house on August 1stThe date of July 19th for an RMA is not even possibleSears kept stating they were going to solve the issueSears dropped the ball like they did on everything else on this order.
I told Sears in e-mail that I'm taking them to court if they don't return this treadmill and fix the damage in the house do the faulty washing machine installI'm not allowing the same people who installed it back in this houseEither this gets resolved next week or we take it to courtIt's that simpleI'm done wasting time.
Again, I want someone from the highest level of the Revdex.com like Mary *** to contact me at (*** ***Sears is not going to be allowed to get away with this by making up responses, and then the Revdex.com just takes Sears word on it and not helps meWhat do we have the Revdex.com for if they are just going to side with large corporations who are ripping consumers off?
Chris *** - (*** ***
Sincerely,
Chris ***

*** ***
Revdex.com
North Wabash Ave, Ste#Chicago, IL 60611">
Re: *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding a *** Garage Door Opener. On Tuesday, December 22, 2015, I had the pleasure of speaking with Mr*** regarding his concerns about the *** garage door opener he purchased from SearsAdditionally, it wasn’t until after the install was completed and he was programming the openers did Mr*** find that he needs to purchase a Home Link Compatibility Bridge to make the units work with his vehiclesAs a one-time gesture of good faith, we will reimburse Mr*** for the monies he spent for the Home Link Compatibility BridgeMr*** will email me a copy of the billSince we have agreed to reimburse Mr***, 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 ***

October 4, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer repair First, we would like to apologize to Mr*** for failing his expectations in regard to a recently scheduled repair appointmentWe 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 service unit for assistance. *** with *** responded that they were able to move Mr*** appointment up to September 30, 2016. On the day of service, the technician replaced the pump and the bellow; completing the repair. With that said, since we have documented Mr*** concerns and accommodated his request for sooner service, 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

August 3, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and non-receipt of a gift card offered by Sears It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that we issued a product discount of $to Ms*** credit account, $was added to her Shop Your Way Rewards (SYWR) account instead of an email GC on July 15, 2016, and a second concession of $was issued to her SYWR on June 22, 2016, by our Customer Care Team as an apology for her dissatisfaction with delivery. As such, it would seem that Ms*** has already received a total amount of discounts and concessions exceeding the amount she requested. Therefore, at this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and an equitable resolution has been provided 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 *** *** *** ***

I scheduled a repair service for a refrigerator No technician ever arrived Customer service indicated the technician was running late, but could not provide me with an estimated time of arrival Because I needed to return to work, I decided to simply cancel my repair service I was then told the technician had been at my house, but no one was home This was completely untrue This was the worst customer service that I have received in a decade from any business The inability to get simple answers or to speak with someone who can provide answers was appalling I will never shop of use the services of Sears again

Revdex.com:
I have reviewed the response made by the business in regards to the refrigerator, I am still not happy with the way this was handledIt is unacceptable as to what my family and I had to go through not having a refrigerator for a little more then a monthThis could have been resolved a little faster after knowing that there was a leak that non of the technicians were able to get to
reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I ordered part for my stove and explained to the agent that I need these parts because I can not cook without them and have a family to tend toShe assured me with expedited shipping I would recieve them on jan And jan I checked my order status and it wasnt even shipped yetI asked why and they said they were closed for holidaysI politley asked if they didnt know about the holidays when they told me the dateAnd exluding the holidays and the days before and after, they still had the three buisness days they say it takes to ship the productThen tell me that it will ship within more daysI urge eveybody to not order from sears unlesd you have plenty of time to wait for your product

September 12,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94567454-Denise ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding her
patio furniture
We have spoken with the manufacturer, Numark, and they have sent two of the chairs Ms*** needed to her home address free of chargeIn light of the aforementioned information, we respectfully ask that this matter be considered 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
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) ***
Tammie.***@searshc.com