Sears Holdings Corporation

Horrible experience with Kmart.comThey shipped the wrong itemI emailed the support - no answerI called the supportno sorry or anything like thatjust wait minswait again and againat the end I was told to apply for RMA on the websiteno help at all with the return processnot even sorrywow

March 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her allegation
that our technician improperly serviced her washer which subsequently caused extensive damageUpon receipt of *** *** complaint we reviewed the notes on the service order and the case notes related to the washer repairAccording to the notes, *** *** has been working with *** *** Customer Advocate with our Strategic Member Support*** *** reported that on March 3, we issued *** *** two credits for the service refund; $and $On March 15, *** *** confirmed that she had received both refunds*** *** also provided *** *** the authorization information for a replacement washerOn March 16, *** *** accepted the offer and she made a selectionThe replacement washer is expected to be delivered on March 21, In the interim, since we have addressed the issue brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Initial Business Response /* (1000, 8, 2015/09/09) */
September 9,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Ms.***
complaint regarding her request for a refund for monies paid for a part that was not installed
After reviewing Ms.*** service history, we found that we had completed a repair for her in April and as such, if the problem was related to that original issue, she would have been covered under our 90-day repair guaranteeThis would mean that while there might be a charge for parts, she would not owe anything further for laborUnfortunately, when the second service order was created, it was done under a different washer record with a different purchase dateSince it was not the same record it did not link for any warranty from the service callWhile our technician was in the home though and ordered the parts, it appears that the prior service orders were canceled and a new one was set up under the correct record; however, for some reason the labor was not coded as coveredThis meant that even though one of the parts was not installed, since Ms*** was charged again for labor it did not make her refund amount the same as the cost of the partOn top of this, the refund amount that was noted, was never sent via a form the technician is supposed to send in, so even the partial refund was never sentTo rectify this, we determined the cost of the part that was installed with the 20% discount applied came to $133.37, so we processed a refund for all monies above thisAccordingly, we will be sending Ms*** a check for $203.03; it should go out within the next few business days and then arrive approximately 2-weeks after thatIf Ms.*** has not received the check by October 2, 2015, then she is welcome to email or call meIn the interim, since we have issued a refund for all charges above the fee for the part that was installed, 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,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate all that the Revdex.com has done to rectify this issueI am satisfied with the company response as long as I do receive the refund due to me as they have stated they will sendHowever if I don't receive the refund as they have insured me that I should receive it by Oct 2nd I will have no option but to reopen the complaint
I wish to thank*** as the company representative she is the first person who has actually taken the time to resolve the issue and correct the mistakes that were made that created the problem
Thank you
**

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her dryerSears Home Services records indicate that on July 16, 2016, a technician was dispatched to Ms*** home to diagnose and repair her dryerDuring the service call the technician indicated that he removed, cleaned and reinstalled the burner assemblyAdditionally the ducting was cleaned and the unit was tested and was found to be operating as designedSince we have noted that Ms*** dryer has been serviced, 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 ***

January 22, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her online order and his non-receipt of the item she ordered 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 searchIt 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 Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** *** ** *** *** * *** *** *** *** ** *** with an email address of *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** 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 researching the notes in her order found that Ms*** returned the order to her local store which in turn returned the product back to the Third Party Marketplace Vendor *** ***After receiving the return tracking number Sears Online was able to process the full refund of $on January 18, In closure, since a refund has been provided, 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

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a Heat Pump purchased from SearsSears Home Improvement Products has approved the replacement of Mr***’s heat pumpThe equipment has been ordered and the replacement will be taking place soonThe local contractor service manager will be contacting Mr*** to schedule the installationSears is covering the full cost of replacementIf Mr*** has any additional questions or concerns, his contact Lionel *** from Sears Home Improvement can be reached at ***/***-***That said we ask that this complaint be closed pending further contactWe 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

Dealing with Sears has been a total nightmare for three months First, let me say all of the customer reps have been polite and professional but incompetent as well Bought a new Washer/Dryer in January which promptly broke (week in use), it took two weeks to fix which then broke in days After trying to get Sears to replace the defective Whirlpool product they finally agreed and brought in a different unit (same model and brand) and it too was defective Had to spend days arguing with the store which eventually gave me a lesser machine from LG with no refund This machine was broken upon delivery and I had them take it back and was promised a full refund They did not provide the correct refund and dealing with their finance departments is just as bad as dealing with their delivery and service departments A nightmare!!!!

I ordered a dress for my daughter on Sears.com It was actually through sears to a third party seller Any problems I had, and there were many, I was told to contact the seller, who took DAYS to answer When two weeks had passed and the dress hadn't even been shipped yet, I was told by sears that I could cancel, but it would take to business days to get my money backI paid "Sears Holding Co.", but they couldn't refund my money, I'd have to wait for the "seller" to send me my refund I've been hung up on, transferred to voice mail, given bad phone numbers, and lied to

Contact Name and Title: Eligia ***
Contact Phone: *** *** *** ***
October 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - Derrick ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his recent online order
We researched Mr***'s complaint and found a Kmart online order placed under Ms*** on August 28, Approximately four days later, on September 1, 2015, we found that Mr*** or Ms*** called in to request that the address be changed to their current addressWhile cancellations and address changes are not guaranteed, an attempt was made to correct the address with UPSHowever, the order had already shipped to the wrong address that was listed when the order was placedAs a one-time courtesy exception Sears offered to issue a full refund and Mr*** confirmed that he has received the creditAdditionally, Mr*** confirmed that he received an additional $for the UPS shipping chargeWe can only recommend that Mr*** and Ms*** recheck their profiles and to confirm that their correct shipping address is listed and updated prior to placing any further orders with Sears or Kmart.comFinally, as a gesture of goodwill we have processed a $gift card which will be received by mail within to business daysIn the interim, since we have reached an equitable resolution with Mr***, 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

November 4, 2015*** ***Revdex.comNorth Wabash Ave., Ste
#2006Chicago, IL 60611*** *** ** *** * * *** *** ***We
have completed the investigation of *** *** rebuttal to our response
regarding her claim being handled by Sedgwick.As
we stated in our previous response* *** is responsible for addressing *** *** concerns regarding her property damage*** *** should contact
Claims Examiner *** *** via email at *** or dial his direct number* *** ***, if she has any questions regarding
her claim. Unfortunately, once a claim
has been filed with ***, the onus falls upon them to provide an official
response representing Sears. Although we
empathize with *** ***’ frustrations, we are not in a position to offer her
any assistance and therefore, will not be contacting her in regard to her
complaint As we stated previously, Ms
Barros must direct all her correspondence and communications to the
aforementioned caseworker if she would like to discuss their decision further
In summary, since Sedgwick is responsible for addressing *** ***’ concerns,
not Sears, and they are the only party that can assist her with her damage
claim, we ask that this matter remain closed.We
appreciate the opportunity to address this matter. Sincerely,*** *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding an over the range microwave purchased online through www.sears.comSears will be installing Ms*** microwave at no charge to herI provided Ms*** with my office number and work email and she has agreed to let me know when the unit has been installedMs*** is aware that she will be contacted by our installation office to schedule the installation within the next couple of daysThat said we ask that this complaint be closed pending further contactWe 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 ***

August 25, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: George *** *** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services First, we would like to apologize to Mr*** for failing his expectations in regard to a recent washer repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon reviewing Mr***’s complaint and the notes in his service order, we decided to honor his request for customer satisfaction. Accordingly, we contacted our Protection Agreement department to have the Service Smart Agreement (SSA) refunded in full. A credit for $was processed on August 24, 2016, and should post to Mr***’s Visa account ending in *** within the next five to seven days. Additionally, we have submitted a credit request for $as reimbursement for the monies Mr*** paid for the washer repair that was never completed. This credit should post to his Visa account ending in *** within a week. With that said, since we have provided Mr*** with his requested resolution and documented his concerns with the repair process, 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

I bought the worst tires ever from your Idaho Falls ID store in August I was even talked into buying the road Hazard warrantyThese tires make a loud howling spun they are horrible in rain and snowI Have to add air to them once a week because they won't the air pressureThen on April 23, When I was on Igoing my back tire blew out on meI take it into the closest Sears in West Jordan Utah and I'm told it's because I have a bad alignmentYet they aligned my car months ago? Plus I'm told my road hazard warranty doesn't work on this tireSo I have to buy a new oneThis is the worst company ever!

Contact Name and Title: MELISSA ***
September 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Jewel *** - # 945***
Dear Ms***:
We have completed the investigation of Ms
***'s complaint regarding her grandmother's refrigerator and her request for a replacement
First, we would like to apologize to Ms*** and her grandmother for failing their expectations in regard to the repair of the refrigeratorAfter reviewing the notes in our service system, our office authorized a replacement under Ms***'s Master Protection Agreement (MPA)Based upon the features of Ms***'s current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPABarbara *** Customer Advocate, advised Ms*** that she has been authorized a replacement refrigeratorMs*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs*** will need to provide the telephone number on record, (*** to verify the replacement authorizationThe new refrigerator will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer's warrantyIn summary, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist

Sears is the most pathetic company that I have ever dealt withI have an online order that was due Dec to a local storeSears took the money out of my account (over $500) two week priorWhen the order did not get there I was told it will now be Dec 23rdSo today when I called to see if I can pick it up, they told the order was still "in processing!" They LIED !! And they have my MONEY!!!!!!!!!!!

February 1, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer Our records show that the only time A&E Factory Service examined Ms***’s washer was on January 10, 2017; we did not provide the service that Ms*** states caused damage to the washerAdditionally, due to the condition of the washer, we are unable to service the unit. Ms*** has been instructed to contact ***, the manufacturer of her washer, at (800) ***; they are the only party that can authorize the repair or replacement of her washerAs to the texts Ms*** states she is receiving; A&E Factory Service has not been sending her any texts. With that said, we have closed our file We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

(The consumer indicated he/she DID NOT accept the response from the business.)After recovering the new unit serial number Kit was stamped NFC witch no one was able to tell me what that meansAn a yellow unit processing form was attached stating the damage in the u it damage date was 08-06-after two days of call finally got through to someone who claims I received the wrong unit there was more then one on the truck etc after mins of telling me it was in fact new out of the boxThen says they will replace it again for the second time an explained it will be brand new as I originally ordered he assured me yes it will had to wait aanother days an finally just relieved my 3rd refrigerator witch is also damaged an stamped NFC an the yellow unit processing form attached for serial number Kstating the damage that is now on the front of the refrigerator dated from 08-14-I called right away was told I will get a call back I did receive a call back in mins telling me Miguel out all week an someone new will be taking it over an will look into it so now we waitAlthough she also added it was the delevivery drivers fault ho were clearly by their paperwork from the warehouse it is notI made the original purchase on 9-3-it's now 10-6-an I still have not received my correct merchandiseThis is totally unexceptionable every conversation is blaming someone else or trying to state I'm wrong when I have paperwork in front of me to back what I am sayingThe fact that I now have waged days waiting at home for a delivery different times an had to load an in load food in to refrigerators an still have to do it again given its not correctSomething more needs to be done hopefully someone here soon can get it together an handle this issue correctly we have wasted enough of our timeIf you can not proved what I ordered then give me my money back this is not how a major corporation should beThis will be the last time I ever do business with this company

March 29,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** ***’ complaint regarding her contention that she was overcharged for services and her request to receive a refund
We reviewed our records and only found that we charged *** ***’ *** account ending in ***, onceThat charge was for $and that amount was accurate for the service we providedThe labor fee incorporates all of the cost for services that is not included in the cost for actual partsWe do not say that our minimum trip/diagnostic fee will be deducted from any charges; simply that if the estimate is declined then that fee will be owed and if the estimate is accepted then the only charges due are for the estimate*** *** accepted our estimate, so the charges are what she is responsible to payThe cost for the part we provided was $*** and that price is the price we charge any consumer that purchases the part from our technician for an “in-home” repairWe also sell parts online and in some stores through other businesses we operate, but we do not match prices for parts and services and we do not advertise that we do soIf *** *** still feels that we charged her card a second $*** and this amount actually posted as opposed to being on hold and falling off at a later date, then she is welcome to contact me directly and provide the first digits of that digit Visa account number and we would be happy to investigate further with our data control centerIn the interim, since we have confirmed the amount collected after the repair was the amount owed and agreed to when our estimate was accepted, we have closed our file
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,
*** ***
Team Manager, Regulatory Complaints
*** *** ***
*** ***

November 24,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** *** ** *** *** *** ***We have
completed the investigation of *** ***
complaint regarding a
recent orderThe
seller of your merchandise, *** ***, has agreed to accept a return for
your item if it is received by December 4, As a courtesy, we will refund
any reasonable shipping fees *** *** *** may incur returning the item
We want to stress that the seller of each item is clearly listed and according
to the Terms of Service for our site, the consumer is subject to each seller’s
individual return policyAs noted above though, we are attempting to resolve
this issue amicablyWe ask that *** *** communicate with
*** *** regarding the refund from this point except to forward us the
receipt for her return shipping costWe have forwarded a copy of the email from
*** *** noting this offer and a contact she may speak with thereIn
light of the aforementioned information, we respectfully ask that this matter
be considered closed.We apologize to
*** *** *nd appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,*** *** *** *** *** *** *** ***

I bought a dryer from sears on line on nov 15,the delivery date nov17th,-never delivered I bought a year service contract and hawl away it was not deliveredI called the company when I tried to see on line why it said it had been delivered and was asking for my reviewafter speaking to the same people on the phone for nearly a month I have cancelled my order and require a full refundI am tired of their lies about returning my phone calls and not contacting me backI will never buy from them again and my family has bought from them for yearsI tried to speak to their managers and was never put through to anyone all they kept doing transferring me around to the same departments after leaving me on the phone for long periods of time I have contacted my credit card company to complain as well