Sears Holdings Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI Also want to thank Sears for contacting me and giving me the chance to discuss complaintsI wish them the best and yes I will continue to visit my favorite Kmart Store.
Thank you again
Sincerely,
A***
Alicia ***

July 11,
0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her recent visit to one of our auto centers.
Upon receiving Ms*** complaint, we escalated her concerns to *** *** Assistant Auto Center Manager of store# *** who states the following:
Ms*** boyfriend came in to our auto center around 10:00am to drop off a Ford Taurus for a master cylinder. The part came in around 11:00am. The new part had a different size fitting so I spoke with the customer and told him that the wrong part had come in and that I needed to order one which should be here in about half an hour to which he replied that was fine. The new part came in about an hour later and had the same size fittings as the previously ordered one. I tried to track another new master cylinder but none of the vendors had it available so I spoke with the technician about custom making a brake line with a new fitting in order to accommodate the bigger outlet. He said it could be done so then I spoke with Ms*** boyfriend who was waiting for the car letting him know that the second part that was ordered was the same as the first and that we would have to custom make a line in order to make it fit properly. He said okay, so I told the technician to go ahead and make a custom brake line to fix the issue. Ms*** then called to ask why it was taking so long. I explained the issue and told her that she would not be charged for having to make a customer made brake line and that her vehicle should be finished soon. Ms*** stated this was fine. That being said, because we have addressed Ms*** complaint, 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,
*** ***
Regulatory Complaints Specialist
***
***

December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her food processor We have sent Ms*** a gift card for $since we could not find a suitable replacement item for her$was equal to the price of comparable item so we feel this was a reasonable resolution; therefore, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation ***
*** ***

Rust: I purchased a *** Elite Top Loading washing machine July The Bleach dispenser has completely rusted through and I cannot use this washer, as it stains my clothes with rust I have an extended warranty called "Mater Protection Agreement" through Sears which expires in They are claiming that rust is not covered, yet they have offered to reimburse any expenses of doing laundry (for example at a coin operated laundromat) This seems ludicrous This rust problem is rampant with other owners of this brand and type of washer, just look it up on different websites This is a manufactures defect which is preventing me from using it Their warranty states they will replace if I cannot use this machine, but they will not honor it My advice is to not purchase anymore goods from Sears and let them wither away into oblivion (we all know liquidation and/or bankruptcy is inevitable)

They have falsely claimed that both my parents and my father in laws account are linked to my account, they are all fans of sears and kmart, they do not live at my house and I do not know why they are claiming they doThere are not accounts that are in assoicated with my addressMy wife lives at my house she has her own account, there terms and conditions state per person not per addressThey are clearly violating there own terms by locking someones account because someone else lives at there house and shops at the same storePlease refund my money that was stolen
my account is
Complaint: ***
I am rejecting this response because:
Sincerely,
Cody ***

Contact Name and Title: Eligia ***
Contact Phone: 7** *** ***
September 9,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Cody ***
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 patronageWe apologize for the events that Mr*** detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedFortunately, our records show that the refund was corrected on September 3, 2015, for $on return receipt number Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since we have confirmed the 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,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation

October 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** ** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding a recent part order As clarification, our Parts Direct site notes: “Can I cancel an order? All orders are transmitted directly to the supplier to prevent processing delaysIf the request to cancel is received on the same day the order was created, the Parts Trusted Advisor will attempt to cancel the order before it is processed by the supplierMost items may be returned within days of the order date with a Return AuthorizationSome items require special handling or may be non-returnableContact Us for a Return Authorization and return instructionsExclusions apply, see full return policy for additional details.” Mr*** did not cancel his order until days after it was placed according to our recordsUnfortunately, the part shippedOur notes reflect that Mr*** was sent a return label, but we have no received the item yet so a refund cannot be issuedIf Mr*** cannot locate his label, we can schedule a *** pickupMr*** may contact me via email during business hours at *** if he wishes to schedule thisIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation *** *** ***

October 17, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear *** *** We have completed the investigation of Mr*** *omplaint regarding Sears Home Services Upon researching Mr*** *omplaint, we found that the last and only repair to his dryer was completed on September 8, 2016. The notes indicate that the technician installed a new drum, tested the unit and closed the service order indicating that the dryer was working properly. If there had been further issues with the dryer it is our contention that Mr*** would have scheduled another appointment, as our repairs carry a 90-day service guarantee. Also, we found no notes promising Mr*** any refund or other monetary compensation. Lastly, we were able to confirm that the old drum was removed from Mr*** home. With that said, based upon our findings, we are unable to honor Mr*** request for a refund. Therefore, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

Initial Business Response /* (1000, 7, 2015/09/18) */
September 18,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
This letter will acknowledge receipt of the above referenced
customer's follow up complaint, which was referred to our office for response
This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint
Please feel free to contact me if you have any further questions or concerns
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
SHC Corporate Compliance
XXX-XXX-XXXX

CASPER, WYOMING SEARS STORE
I ordered a stove and refrigerator from Sears in Casper on July They scheduled delivery (in Douglas) for July I received an e-mail the night of July giving the 2-hrtime frame they would deliver on the 16th 6-p.m(can you imagine?) When they had not arrived by p.mI called the toll-free number for delivery The gal that answered flat-out lied She said I was 11th on the list and they had just finished on the 10th; they would be right here They had not come (of course) by midnight They had both my phone number and e-mail address They never contacted me to say the delivery was scheduled at a different time....nor did they contact me after they did not deliver to apologize or set another time Just a NO SHOW, period I drove to Casper, miles, to cancel my order on the 20th The gas company had unhooked my old stove and had to return the next day to hook it up again at a cost of about $ Bad experience

Initial Business Response /* (1000, 5, 2015/08/10) */
August 9,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Mr.*** complaint regarding
his refrigerator order
Unfortunately, we cannot honor a previous price according to our Price Matching or Price Protection PolicyHowever, we did agree to give Mr.*** the gift card he mentioned as a courtesyAccording to our records, this gift card, for $602.10, was delivered to him on July 29, It seems that the main reason for the delay was that Mr.*** used E-gift cards for payment on the initial order and when he made his return, the refund had to be issued in the form of physical gift cards due to system limitationsPhysical gift cards can take up to business days to arriveWe can appreciate Mr.*** frustration with this process and we will forward his feed back to the appropriate partiesIn light of the aforementioned information, we respectfully ask that this matter be considered closed
We apologize to Mr.*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) They make it sound like it is my fault for using gift cards!!
2) Refund didn't take days, it too exactly month
3) The damage that was caused by you delayed refund is about 500$ Who is going to pay for that
4) Beside all the hassle I have seen trying to get this resolved (Hours on the phone and the frustration)
It doesn't matter they really don't care horrible customer service and a horrible company

July 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint
regarding her dissatisfaction with the quality of the service provided on her range and her request to have the unit repaired
It is unfortunate that we failed Ms*** expectations when she recently scheduled a range repairWe value Ms*** 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 Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Upon receipt of Ms*** complaint we reached out to Field Operations Manager *** *** for assistance with Ms*** concernMr*** agreed to monitor the repair that was scheduled for July 8, Our technician reassessed the range and found that the controller board was shorted and had also caused the valve to short; the parts were orderedOn July 13, our technician returned and installed the valveThe unit was tested and is operationalWith that being said, since the range has been repaired, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

Complaint: ***
I am rejecting this response because:multiple facts that they supplied were inaccurate.
First off, they state that "The technician assessed the vehicle and found the low voltage in battery." An assessment on the battery was never completed at SearsWe had the battery tested at an *** *** previous to taking our vehicle in, and the battery was found to be fineIf you ask Sears for documentation that they tested the battery and found it to be bad, they will not be able to provide it.
Next, they state that they tested the alternator and found it to be badAgain, they will have no documentation to prove this, as I have asked for it after their technicians told me they were unsure if that was ever the issue after I had to return the vehicle for the 3rd timeThey then go on to state that "We would like to note that the misfiring issue is not related to the charging system." This note here is the entire premise of my claimThey ensured us that fixing the alternator would fix our issue with the car startingThey did not let us know this was an unrelated issue that needed to be addressed and therefore did not give us the option to decide if it was something we wanted to address at the timeWe had taken the car in for the starting issue, and were told the work completed was to fix that issue.
A further dispute is that they say 'She was advised that even after the tuwas completed there was no guarantee that it would fix the starting problemHer husband mentioned that the vehicle had not had a tuperformed in a very long time." First off we directly asked if the tuwould fix the starting issue and again were ensured that it wouldWe only had one goal, to fix the starting issueNot to find other work unrelated to that issue that MAY have needed to be completedMy husband also never stated that it had been a long time since a tune-up, not even possible since we have only owned the vehicle for a year and a halfIt was certified pre-owned and had we not been told and reassured that the tuwould fix the starting issue we would have checked to see with the dealer whether a tuwas needed an OPTIONAL serviceHowever, we were reassured that was the needed work to fix our starting problem, hence why we approved the work.
I further want to clarify that when they state that "after installing the battery, the vehicle would start but only after several attempts." No change had occured in the starting issue at any timeThe vehicle continued to have the exact same issue, even after all the work SEARs suggested and ensured us would fix the problem was complete.
Finally, they state "he technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issuesTherefore, Mr*** recommended that Ms***er take the vehicle to the dealer to fix the electrical issue." I would like it noted that only AFTER they had completed the other work with no improvement, and left me without a vehicle for almost weeks, did they start to research what the problem could be( I was in the building with him while he looked it up) This research should have been completed prior to the work they suggested and we could have avoided all the unnecessary work.
Once we took the car to another place, they issue was quickly identified and resolvedThe mechanics there let us know that none of the work completed by SEARs was correct for the issue we were havingMy point is, that regardless as to whether we needed an alternator and tune-up, which they cannot prove and we were told by the SEARs technicians that they were not sure if it was really needed, it was never the related to the issue we were havingThe work they promised would fix the starting issue did not, and we were left paying for another diagnostics test and the correct work elsewhere
Also, we were told by the technicians over and over ( as the manager was on leave) that they were so sorry for all the errorsWhen the manager returned he said " they had made the best guesses as to the issue" Guesses! With my money! We were told that refunds such as this would be processed through corporate and then no one at any level of management even cared to call us back as we continued to escalate our claim through corporate offices over a period of multiple weeks.
SEARS technicians admitted fault in person, and need to take responsibility nowTo pay for work with SEARS to fix a starting issue, only to be told by them after putting out a large sum of money that I had to take it somewhere else and put out additional funds for the same issue is unacceptable.
*** ***

January 27,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
class="InsideAddress"> Re: * *** * *** *** *** Dear Ms* *** We have completed our investigation of Mr*** complaint regarding his missing snow blower Upon receipt of Mr*** complaint our carmanagement confirmed that his snow blower could not be located at the store nor the repair center We have moved forward with a replacement for Mr*** Mr*** was authorized with a store credit of $to replace the snow blowerSince we have replaced Mr*** lost snow blower and this resolution was accepted by him 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 *** *** ***

May 27, *** *** Revdex.com North Wabash Ave, Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** ***
Dear *** *** We have been unable to complete the investigation of Mr*** complaint regarding his recent online order experience and request for a refund We sent an email correspondence to Mr*** on May 24, 2016, advising that our records showed pair of Men’s Jeans Core Regular Fit (item ***) for $each were returned and a refund of $was issued on April 18, However, Sears Online did not receive a record of any other items returned to the warehouseAs such, Sears Online has requested trac*** numbers for each piece of merchandise that was returned in order for them to confirm this with the warehouseOnce the warehouse is able to verify the merchandise was returned then a refund can be processed at that timeUnfortunately, we have not received a response to dateUntil we have an opportunity to discuss this matter with him, and receive the necessary information to verify the return, we are unable to work toward a resolutionIf Mr*** still requires assistance, he may contact Sears Online or reply to us via email at *** We ask to have this matter closed in the interim, pending Mr*** response We apologize to Mr*** for this issue 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

February 23, *** *** 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 she was provided as a partial refund of her sears.com order 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 sent an email directly to Ms*** to inform her that a physical gift card was reissued and mailed to her on January 25, 2016, since our system does not allow us to reissue gift cards by email. Ms*** should have received her gift card within business days from the issue date and is welcome to reply to our email if she has any further questions about this issue or her gift card refund. At this time, we can only reiterate that we truly regret any inconvenience he 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***s 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 *** *** *** ***

Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
October 5,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: *** - Frances ** ***
Dear Ms***:
We have completed the investigation of Ms***'s rebuttal complaint to the response we provided
We have reviewed Ms***'s rebuttal and would like to provide some clarificationIt should be noted that Sears processed a refund of $on September 30, 2015, and it normally takes to business days to receiveFurthermore, each financial institution has their own processing guidelines and it can take the bank up to days to post to Ms***'s accountTherefore, we can only recommend that Ms*** contact her bank regarding the refund that has been processedWe do apologize that we failed her expectations, but we feel the refund that has been provided is relative to the circumstances and our decision is final
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation

*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611Re: *** *** *** Dear *** *** We have completed the investigation of Mr* *** complaint regarding Sears
Home Services and repairs to his
refrigerator. It is unfortunate that we failed Mr
*** expectations when he called Sears for service on his refrigerator. We value Mr* *** patronage, but can
understand how the series of events detailed in his complaint has caused him to
lose faith in SearsWe can assure M** *** that his concerns were forwarded
to management for review, so future problems of this nature can be
averted. We can only reiterate that we do not condone how he was treated
and that we truly regret that we failed his expectationsWe hope that *** *** will allow us another opportunity in the future to provide him with
the type of customer service that Sears has built their reputation upon, but we
would understand if this is not possibleOur service records indicate that the
repairs were completed on December 4, 2015, when a new drier, compressor and
main computer control board was installedAfter the repairs were complete the unit
was tested and was found to be operating as expectedSince we have completed
the aforementioned repairs, we ask that this complaint be closedWe apologize to M** *** and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** ***

November 23, *** *** 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 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 With that said, our records indicate that MrCharron placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** located at *** *** *** *** *** *** ** *** and Email: *** and telephone number (*** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** 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 After reviewing the notes in the order, we found that Sears Online submitted a refund request since the product had not been delivered by the sellerAccordingly, a refund of $was issued on November 14, In closure, since a full refund has been provided to Mr* *** 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

April 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his Shop Your Way Rewards Platinum VIP quarterly reward We have spoken with *** *** concerning this issueAlthough the types of rewards and items offered may have changed, we are in the process of making them available much more frequentlyWhile we are allowed to change the benefits offered under this program at our discretion per the terms set forth for membership, we appreciate *** *** patronage greatly and we have forwarded his concerns for consideration in the new program, which is due out later this yearIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to *** *** 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 *** *** ***