Sears Holdings Corporation

Complaint: ***
I am rejecting this response because: I in fact, did speak with customer service in person at the store on or around 6-14-trying to return the item, but received no assistance;
again over the phone I spoke with a manager on or around 6-15-receiving approval for the return'; and again in person on or around 6-18-Therefore, I in fact made several attempts on the above dates and times to return the item within the policy, (which is not clearly stated on the receipt and basically covered up by other lettering on the receipt) however it was customer service who prevented the item from being returned timely for a full refund, through their rudeness, lack of concern for a customer, inability to provide proper information to a customer regarding returns and overall lack of customer service providedOnce again, I am and was well within the time frame of the policy, wherefore a refund for the item in fact should be granted/allowed, crediting the credit card used for purchasing the item Item was purchased on or around 5-16-days 6-16-16...well within the first date and the approval over the phone by management
Customer service hindered company policy and failed to assist me in the return
Sincerely,
*** ***

In my opinion, Sears *** Brand refrigerators made by ** are appliances you want to avoid and never purchase I purchased my first *** fridge made by ** in and it caused one nightmare after another...the doors would not close correctly and the seals and latches had to be replaced numerous times...the water dispenser in the door would not stop flowing and poured water into the floor...ice cubes would continue to dispense and "fly" across the floor...the electronics and ducting system had to be replaced...the worst was when an internal water line began leaking but I did not discover that until $35,damage was done to the hardwood floor and drywall behind the kitchen cabinets and in the pantryWhen Sears finally agreed to replace the refrigerator, I was assured that *** appliances (refrigerators) made by ** had resolved ALL the design flaws and problems with the ***/** line had been resolved Ten months after I started using the replacement refrigerator, the replacement fridge STOPPED WORKING in the middle of the night When the service tech came today he reported, “the electronics board needs replacements/updating and the ducting in the back of the fridge needs replacement/rerouting...the parts will not be available for days...you need to turn off the fridge for the buiice to melt." I can't believe this happening againI remember as a child how reliable Sears products were considered to be...today, I am convinced that Sears/** refrigerators should be avoided...don't buy them...don't look at them...in fact, I suggest that you do not purchase anything from Sears

May 16, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent Store pick up online order and her request for a refund of the cancelled order After reviewing the notes in her order we forwarded this matter to the local Kmart Store General Manager and the District Manager *** *** We sent this matter to the local store since the online sale was transferred to the store; this makes the store responsible for issuing the refundWe received a response from the local store advising that a refund would be issuedWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since the store has confirmed that refund will be completed, we respectfully ask to have this matter closed pending her 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

October 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of *** *** rebuttal to our response regarding dissatisfaction with the performance of his recently purchased refrigerator and his request for an exchange
We apologize to *** *** for delay in returning his calls and that we failed to meet his expectations*** *** stated that he has been trying to contact his case manager for weeksAccording to our records, we contacted *** *** on October 6, and offered an exchange on the refrigerator with a 15% restocking fee; which he acceptedWe also contacted *** *** just last week and he informed us that he had not made a decision on his selection for the exchangePrior to receiving his rebuttal to our response, we had contacted *** *** today and he confirmed that he had made a selectionRegrettably, he did not have the Sears item number available in order to process the exchange*** *** stated that he will contact us once he has the informationWe respectfully ask to have this matter closed pending a response from *** ***
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
*** ***
*** *** ***
*** *** ***
***
***

Sears/Marketplace Review
Nov 26th I bought items relative to order # *** from the Marketplace-things from *** * **, *** Dimensions items from *** Books Paid with a Sears giftcard & my debit cardDid not receive *** Dimension gifts for my nephews from *** Books
Actually had wrong tracking number from vendor on my receipt-said it went out and was delivered to a totally different address days prior to my order…I called Sears to let them know I did not get my item-they told me I had to contact their vendor to see what was going on After indicating they should have some involvement, they agreed to email the vendor tooI called and left a message to *** books that same night the email went out No call back Received a call back from *** Books on my 2nd call after I left a not so happy vm; I received an updated call the next day indicating it was still being investigated, but then I got to call back the 3rd day to find out I couldn’t get my itemPhil also said there was no product to replace mine, but the product he supposedly could not provide to me was on the Sear Marketplace website until 12/ Nearly weeks after our conversation…
*** Books Credited back my purchase a few days later from how it looked from my email
*** Books did not credit me back my shipping like they said it would be Indicated $by my invoice, but I was billed $I have now made about different phone calls and counting Throughout these calls, I was told I would receive a 15% discount on my next purchase and I would be credited back my shipping too I would get my new items by Dec 23rd for sure once I placed the order I was just waiting to be reimbursed for my purchase, as I am not made of money The shipping credit had to be escalated to another dept (Fri) 12/11-said it would be taken care of over the weekend-never got a call bc that dept was closed until Monday 12/ Was told on that call I would receive a $gc, as my purchase was done with a gift card and it would take 7-business days to get to me That was not acceptable as it was 12/and 7-business days would mean I would not get xmas gifts to my nephews on time I had been promised in my previous calls this would be taken care of before Christmas, and Sears would assist in getting me expedited shipping so it would get to my place by Dec 23rd He escalated to his manager and I was told processing would take hours, and with shipping it would be at my house in hours Thursday came and I never got my gc I was even nice and gave them an extra day It did not comeI then called back that Friday 12/and talked to Case Manager Tim and he told me 7-business days for my gift card again I was furious, as I already had it approved by the manager to get it to my home by Thursday He then credited me 15k shop your way rewards points ($15)This made me realize something As they were able to credit $15, they would be able to insert $worth of credit back into that data field in their database, as that field has easily held a higher balance than I would have in my account I said, why can’t you cancel the gc and give me $worth of points I was told continuously that couldn’t be done and I still had to wait for a physical gift cardThis makes no sense from a database perspective, to say that no one from the company has the capability to put that number in Someone has the ability That answer I got was garbageWe have a limit-someone can override this (as I work in technology), as the field itself can accumulate more that the points I would have been rewarded They had the ability to do this electronicallyEventually I get on a three way call with *** Books Phil and Sears Tim, as Tim decides to reach on to the vendor with me on the line I have to repeat the whole transaction/story to him (yet again..) to see who has assumed responsibility for the mess up (Why am I on this call? Why was I chasing this) They were Sear’s vendor, and Sears was the clearing house as I paid for my entire purchase with a sears gc, so Sears and *** Books obviously have some form of contractual benefit to doing business together I shouldn’t have to do the chasing as the customer!!!
Also, I did ask Phil, as I saw up until a day before the call, the product he supposedly didn’t have any left to ship to me, was listed on Sears Marketplace (so over weeks a listing was left up) So I asked him,” if you didn’t have any inventory for me, why was that listed for so long? Did you just not want to send me a replacement product or did Sears negligently keep that information up?
But then to my surprise, the true bump in this part of the process-I find out there is no record of the credit back transaction from the vendor to sears database at all (even though I have emails and save them ?)-Tim then asks for screen shots from Phil of the transactionI felt I was at the funny farm that day When the conversation was over with the vendor, I was told a note would be made to find out where my gc was today I let Tim know how hesitant I was with the fact their database loses information; I didn’t have a lot of faith in this note being made to expedite my transactionIt’s Dec 21st today and my nephews WILL NOT GET THEIR CHRISTMAS PRESENTS NOW UNTIL AFTER CHRISTMAS DUE TO THE NEGLIGENCE OF THE MARKETPLACE VENDOR *** BOOKS, AND THE SHODDY DATABASE/INCOMPLETE BUSINESS PROCESS TO HANDLE VENDOR RETURNS THAT SEARS CURRENTLY HAS IMPLEMENTED IF I WOULD HAVE NOT CALLED IN AND COMPLAINED, I WOULD HAVE NEVER BEEN CREDITED BACKAfter this transaction is over, after shopping at Sears for close to years, I will officially throw in the towel with SearsI am still without my gift card I wonder how many more phone calls I will get to make until I get my gift card, and can afford to order my nephews AFTER CHRISTMAS PRESENTS……., and can wash my hands of Sears forever

April 6, *** ***
Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed
the investigation of *** *** complaint regarding a recent order As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached In *** *** case, it seems there was pricing error and the pricing listed was incorrectPer our terms and conditions, we would be obligated to honor his requestIf *** *** would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http://www.sears.com*** We have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” With that said, we did agree to provide *** *** with a refund for his gifts as a courtesy even though they specifically note that they are not redeemable for cash since he did not want to make another orderSince our refusal to honor the incorrect price was just in accordance with the posted terms and conditions that govern our website, we remain unable to honor *** *** request to receive this priceAs this decision is commensurate to the circumstances, we have closed our file We apologize to *** *** 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, 7, 2015/10/20) */
October 19,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms.***
We have completed our investigation of Ms*** complaint
regarding her service experience
We found there was a delay in the repairs for Ms*** mower due to a heavy volume at the repair centerWe were able to confirm that the store did ship her mower to the repair center in a timely manner despite the fact that Ms*** was informed differentlyWe also show there was some question as to her service coverageOur service unit tried to contact Ms*** on multiple occasions without success in early July to confirm her coverage without successOnce we were able to confirm her service coverage the repairs processed and Ms*** picked up the mower on July 31, Ms*** had been offered a $gift card due to the delay in service but had declined this at the time of the offer from our customer service department in July
It is unfortunate that we failed Ms*** expectations with her repairWe value Ms*** 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 Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be avertedWe can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received regarding her scheduled repair caused her any inconvenience
That being said Mr*** *** from our carmanagement team offered Ms*** a gift card in the amount of $75.00, Ms*** stated she did not want to decline this offer but wanted Mr*** to speak to her son firstMr.*** *** stated wanted Sears to reimburse his mother $for a new mower purchase as well as $for her inconvenienceWe do not feel this concession is fair and equitable and stand with our offer of a $gift cardThis offer will be good for days from today, October 19, If Ms*** would like to accept this offer she need only contact me directly at XXX-XXX-XXXX and we will be happy to process the gift card for herIn the meantime since Ms*** mower has been repaired and we have made a fair and equitable offer for her inconvenience we have closed our case depending her response
We apologize to Ms*** on behalf of Sears Holdings Corporation and 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 9, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Mower was in Sear's posession for over monthsA new mower had to be purchasedThe mower was not picked up until 8/15/
The $gift card is an insultThe full cost of the mower should be reimbursedThere were countless hours wasted trying to work with Sears to find out where the mower was and when it would be returned
Final Business Response /* (4000, 11, 2015/10/27) */
October 27,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # ***
Dear Ms.***
We have completed the investigation of Ms*** rebuttal
We have reviewed both our response and Ms*** 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 a $concessionOur offer of $gift card stands and as this offer was originally on October 19, with a day time period the offer will stand until November 19, At that time the offer will be rescinded
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
XXX-XXX-XXXX direct
***@searshc.com

February 11,
class="InsideAddressName">*** *** Revdex.com North Wabash Ave., Ste#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 shipping refund for her kmart.com order It is unfortunate that we failed Ms*** expectations when she recently placed an order with KmartWe 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 indicate that Ms*** spoke with Customer Solutions and Online Solutions on December 11, 2015, and at that time she was provided with a total refund amount of $and a $eGift card. This gift card is intended to be an apology and attempt to compensate Ms*** for the additional amount of $for an item she stated she purchased but did not receive. Ms*** may reply to our email if she has any further questions about this issue or her refund. 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 the requested refund amount in addition to a generous concession amount 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 *** *** *** ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Derek ***#*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding SearsIt is unfortunate that we failed Mr*** expectations when issues arose after the purchase of a washer and dryer from SearsWe value Mr*** patronage, but can understand how the series of events noted in his complaint and subsequent email correspondence has caused him to lose faith in SearsWe can assure Mr*** that his concerns were forwarded to management team of the Fairfield Sears store 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 to meet his expectationsWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleMr*** has informed me via email that he did collect his refund from the Fairfield SearsIf I can be of any assistance to Mr*** in the future, he has my email and contact informationThat said 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

December 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the pricing of an item he wished it purchase As clarification, it appears that item *** *** mentioned is sold by a third party, *** We have no control over pricing; it is merely listed on our site for saleWe apologize for any misinformationWe will make sure that the issue is addressedWhile we cannot control the pricing of the item since *** *** mentions that it has increased, we are willing to provide him with a credit equal to 10% of the current selling price as a gesture of goodwillShould *** *** wish to accept, he may email his new order number to the email address listed below and we will process a credit for the aforementioned amountIn light of the aforementioned information, we respectfully ask that this matter remain closed 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 Specialist Sears Holdings Corporation *** *** ***

I want as many people as possible to read my experience in the hopes that they will never select Sears to do their kitchen home improvements In 2004, we had Sears Home Improvement do a kitchen refacing on our existing cabinets on the advice of one of their technicians He said the cabinets were well built and there was no reason to replace when we could reface and update the look He assured us as we made our decision that there would not be a problem with the laminate coming apart at the seams, which they call delaminating That was key in our decision to go that route and have Sears go ahead with the refacing rather than replacing the cabinets with new ones
Now we are in a situation where many of the cabinets and drawers are coming apart at the seams
I contacted Sears Homepro in Longwood, Florida and at first they seemed intent on customer satisfaction and helping me That didn't last long I was told the warranty, which I had never received a copy of until I lodged a complaint, had expired and they would gladly give me a quote on repairing my cabinets I have no way of knowing if the warranty they provided me is indeed for my cabinets and the laminate used or notNothing on it or my paperwork indicates that it is the warranty for the product I received But regardless of that, I told Sears the documentation I have notes "Customer Satisfaction or your money back guaranteed" Sears then offered to replace my cabinets and drawers and waive the labor fee if we were willing to install the new ones ourselves I clarified that we would pay for material only Sears confirmed I asked for a quote on the total price we would be paying and was sent an email stating the quote price with a note indicating that they would ship them to us I asked for a quote detailing what we would actually be getting for that amount of money After a week delay and no communication I emailed again and was told sorry for the delay but they were working on my request After another period of time went by, I contacted them again and was told they do not give out detailed quotes and they were sorry but the cost had gone up
I tried to plead my case and I have full documented proof of the time delays between correspondence Sears does NOT intend to honor their quote and they are not the least bit interested in customer satisfaction as their advertisement indicates I have tried times to contact the only management person I have a name for and he has not returned my calls
The person I was corresponding with via email and I reached an impasse She blames me for waiting too long to respond, thus claims the quote she originally gave me would no longer be honored because more than days has passed and their quote was only good for days If that were the case, why was I being notified of that after the fact? I tried to point out to her that the time delays were from her end, not mine, and all I was waiting on was something in writing to show what I would be receiving from Sears for the lump sum of money she quoted me I don't believe that was asking too much I don't know any company who will not provide their customers a written estimate indicating the products they will be receiving and are paying for
I am extremely displeased with Sears HomePro and I will use every outlet available to me to share my experience in hopes that no one chooses Sears for their home improvement needs Their customer service leaves a lot to be desired and their satisfaction guarantee means nothing
I have lost all confidence in Sears HomePro and trust nothing they say to be truth and factual That is not a way to do business and I had expected much better from a name such as Sears

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a Master Protection Agreement and her treadmill When Sears authorized the replacement of Ms*** treadmill in August of she chose a *** *** *** unitWhat is important to note here is that Sears does not service ***c *** *** equipment; they are serviced by *** *** the manufacturer of *** *** itemsMs*** has a Cap Plan from Sears and she has the majority of her appliances and electronics covered by a Master Protection AgreementMs*** had paid for a protection agreement on her treadmill, which Sears has refunded in the amount of $to the credit card used to pay for the protection agreementI contacted my business partner at *** *** who informed me that Ms*** treadmill has a year parts and had a year labor warrantyAs a gesture of good customer service Icon will provide Ms*** with a preventative maintenance check on her treadmillUnfortunately Ms*** will not be able to purchase an extended service contract from IconSears appreciates Ms*** loyalty over the years and we truly apologize that she was not informed that Sears does not service *** *** Since we have noted the actions taken by Sears to assist Ms***, 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

November 21, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Travis *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his washer and his request for a replacement First, we would like to apologize to Mr*** for failing is expectations in regard to the repair of his washer. Upon researching Mr*** concerns, we found that he was authorized for a new washer on November 18, 2016, but the authorization had not yet been completed. My office completed the authorization to expedite the replacement for Mr***. Based upon the features of Mr*** current washer, it was determined that $would provide him with a comparable replacement under his MPA. An email was sent to Mr*** on November 21, 2016, explaining the replacement process. As stated in the email, Mr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, (985) 860-5488, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warrantyWith that said, since we are providing Mr*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist

Placed an order with Sears on December 5th for a kid's chair I was sent an email on December 13th notifying me that the item had shipped via *** ***, and was set to arrive on the 16th Waited till the 20th to call ***, ended up having to leave a message, which they never returned Then called again on the 21st, and they informed me that they never handled the shipment in the first place, and that I needed to call SearsI called Sears on the 21st, and the customer service representative informed me that the order had been cancelled back on the 14th I never received any email, phone call, text, etcnotifying me that the item had been cancelled

December 2, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** * *** ***
*** *** ***We have completed the investigation of M** *** complaint regarding
his dissatisfaction that his dishwasher failed sooner than he expected and is requesting covered repair.We apologize that M** *** dishwasher failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionIn M** *** case, he purchased his dishwasher on May 25, 2014, and the manufacturer’s labor warranty expired on May 31, 2015. We would like to note that *** ***i originally had repair on December 5, where it was found that the diverter motor was leaking through the main shaft. A new diverter was therefore installed and the unit tested fine. *** ***i experienced the same issues with the dishwasher and so a technician went to his home on November 12, and it was determined that the drain pump had locked up. While Sears does have a day repair policy, it should be noted that that is if the issue presented matches exactly the previous, which in M** *** case would be the diverter. Because the issue was with the drain pump and not the diverter, it would not be covered. It should further be noted that the time between repairs was also well over days. That being said, any repairs needed going forward would be at M** *** expense. Because we have addressed M** *** concerns, we respectfully request this complaint be closed.Again, we apologize to *** ***i 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***

November 11,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** ***
Dear *** ***We have completed the investigation of ***
*** complaint regarding his dissatisfaction with the problems he encountered when he attempted to exchange his lawn mower at our store.Upon receipt of *** *** complaint we reached out to *** *** Store Manager for Store *** to assist with *** *** concerns. He investigated and discussed the incident with Operations Manager *** *** *** *** confirmed that *** *** requested to exchange the lawn mower that he had purchased online on October 3, 2015. Since the original purchase was still within our 30-day Satisfaction Guarantee period for a return or an exchange, *** *** offered an even exchange for the same mower; However, *** *** requested to exchange for a different model. The lawn mower *** *** selected was an additional $and he refused to pay the difference in price. *** *** informed *** *** that he could exchange for the same model at no additional cost; select a different model and pay the difference in price; or return the lawn mower for a refund. *** *** refused to exchange or the return of his original purchase. With that being said, since we have addressed the issue 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,*** *** *** *** *** *** ***

April 12, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation o* *** *** complaint regarding his recent online order experience and request for a refund 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 *** *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** ***’ case, the order was fulfilled by *** *** ** ** *** *** *** ** *** with telephone number (*** *** and email address: *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** ***’ 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 SITEReturns 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 *** ***’ order we found that Sears Online reached out to the merchant on his behalfThe vendor *** indicated that there was a delay in delivering the order however it was confirmed that the delivery was complete don March 31, In closure, since *** *** made a purchase with a Third Party Marketplace Vendor, we are unable to honor his requestAs this decision is in accordance to our posted terms and conditions, 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

This is the worst company I have ever had to deal with*** *** *** called Sears Home Services repair to fix my refrigerator as covered under my home warrantyThey sent out a tech services person to fix my issueThe technician came out and told me what was wrong and was told two new parts would be about $and he had to order the parts and had to wait another weeks for them to come out to fix itDuring this weeks the part went completely out and all my food spoiled after the tech told me the part would be ok until he came back to replace itLess than months after this costly repair it is broken again*** *** *** called Sears back to have them come out and fix the issue again as a recall with no service fee dueHowever, this time the technician just refused to look at the defective frig because we refused to pay another service feeAHS then asked for a senior repair tech to come outHe called and refused to come without another service fee of even though AHS, Sears and I had a conference call and Sears agreed no fee was dueI waited for different appointments over the course of days and they never showed upI will never use this company again or buy anything from Sears againI've had enough of my time and money wasted on this worthless company for a lifetimeI will warn everyone I know to never use this company!!! The coustomer service people are also very rude and unprofessional! NO wonder the company has to close their stores!

July 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the pricing of some items she was interested in purchasing We have spoken with Ms*** and she was provided with the $refund she was seekingIn 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 matter. Please 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 new Kenmore refrigerator
We confirmed with Ms*** that her refrigerator was exchanged and for customer satisfaction reasons we also offered Ms*** a gift card in the amount of $which she acceptedMs*** has my direct contact information if she needs further assistanceAt this time we ask this complaint to be closed since we have replaced Ms*** refrigerator
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
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