Sears Holdings Corporation

I am writing here today to complain of the poor service I received from Sears auto center in Hicksville on March 7, I took my car there to change two tires, break and rotorsThe name of the sales person who helped me was Nick; who is very unprofessional and does not care about the customersAs I was talking to him regarding what tires should I purchase, he was on his cellphone texting while I was patiently waiting for his answerYou can check the cc TV record of the showroom from 10:30AM to 11:00AM on that dayFinally when I selected the tires and told him about the brakes, he advised me to wait until the technician’s advice about what additional work needs to be doneAfter a while he told me that rotors and bakes need to be replacedI agreed to the recommendation and gave him approval to change themHe promised me on the receipt that my car will be finished at 1:PM and verbally told me that it will be done faster than thatHowever, it took longer than promised and verbally advised time because Nick ordered the wrong parts couple of timesI think if he was not using his cellphones during work this could be preventedAs a result, my car was not finished until 3PM
I had brought this matter to the manager’s attention in the storeCarlos stepped up and took care of this by utilizing the technician and the parts and got the job doneHowever, the technician did not do a good job as he left the defected tire on the rear wheel which caused me flat tire on Saturday night in the middle of the roadI had to call the emergency roadside assistant crew to fix the tireNext day I replaced rear two tires with new one from STS and their service was lot better and professional than what I had experienced at SearsEspecially the sales person at STS did not use his cellphone while he was talking to meThey delivered my car quicker and the price was lower than SearsMost important, they actually did a good job as there is no problem since then

Contact Name and Title: *** ***
Contact Email: ***
October 19,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** *** ***
*** ***
***
We have completed the investigation of *** *** complaint regarding the repair of her freezer
We have received *** *** complaint and apologize that her freezer has failed sooner than she expectedWe apologize that the freezer has a smell to it and unfortunately are unable to replace as smell is not covered under the Master Protection Agreement (MPA)It is the responsibility of the customer to either remove the contents of the freezer themselves or find someone to assist so that there is not any type of spoilage which would cause a lasting smellIn order to receive a replacement under the MPA the unit would need to be deemed as not repairable, the parts needed for repair are no longer available, or functional failures within a calendar yearTo date, *** *** has had completed repair and is now awaiting installation of parts for another repair so at this time she does not qualify for a replacementWe would like to note that prior to contacting the Revdex.com, *** *** spoke with our Member Services department where she was offered and accepted a month extended protection agreementThat being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
***
***

I purchased a pack of water filters from Sears.comThere were many issues with the purchaseThe first is that my water filter and the filters I purchased have identical model numbers, but the filters from Sears.com were not compatible with my refrigeratorThis was misleading and confusing given the identical model numbersThe second is that Sears would not accept a return because it was sold by a 3rd party (certifiedbattery.com)I tried online and in storeThey sent me an email to work it out with the 3rd partyI feel like they allow the benefits of a 3rd party seller, but they take no responsibility when things go wrongThat is not rightThe third is that the sears.com webpage I made the purchase on says nothing about a 3rd party seller until after clicking "put in cart" to purchase the itemThis is also misleading and not rightI thought I was purchasing from Sears, not an unknown company called certifiedbattery.comThe fourth is that it took about weeks and dozen emails back and forth with the 3rd party and Sears (as the middle man only) to finally allow for a returnAt this point, due to the poor customer service experience, completely arbitrary return policy by the 3rd party, and lack of confidence or loyalty in the 3rd party to be fair, I decided to cut my lossesI will not shop on Sears.com for a LONG timeBe ware of 3rd party sellers!!!

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
class="InsideAddress"> *** *** *** We have completed our investigation of Ms*** complaint regarding the service and replacement process of her Sears Appliance Warranty for her *** wall oven We would first like to point out that *** *** *** *** (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract Upon receipt of Ms*** complaint we reached out to Cross Country who is the administrator of the Sears Appliance Warranty service planCross Country is moving forward with the replacement process for Ms*** Thermador wall oven under the Terms and Conditions of the Sears Appliance Warranty Section IV of the Terms and Conditions, General Exclusions and Limitations, Item states: “This Agreement does not cover any of the following: repair or replacement of systems, appliances or components classified by the manufacturer as commercial-grade. In no event shall we be liable for claims in excess of $1,in the aggregate, per agreement term, per commercial-like or ultra-premium appliance including, without limitation, brand names such as Sub-zero, ** Monogram Series, Thermador, *** *** and ***” Ms*** has been in communication with CCHS and was provided with the approval information as well as the process for reimbursementMs*** requested her replacement options in writing and this was emailed to her on May 6, At this time the claim is pending Ms*** invoice to process the reimbursement for the replacementIf she needs additional assistance she need only contact CCHS directly at *** Since Ms*** has been approved for a replacement under the Terms and Conditions of the Appliance Warranty and is pending Ms*** invoice to complete we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely,
*** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

*** *** Revdex.com">North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her oven After reviewing the service history we authorized Ms*** for a replacement of the oven under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new oven, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file 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 *** *** ***

I ordered a mattress onlineOrder #XXXXXXXXXOne day before delivery date received a phone call from Sears, confirming delivery time for the next dayNext day took a day off, stayed home waiting for deliveryThe order was not deliveredCalled Sears and was told that it was their fault and they can reschedule delivery for a different dayThey did not offer any compensation or solution except 10% discount for the next purchaseI canceled the order, waiting for refund that can take according to Sears for up to two weeks

I had a range, refrigerator, dishwasher and microwave delivered on Friday November 18, from SearsI had informed one of the delivery drivers to please keep a piece of cardboard under the range and refrigerator as I redid our hardwood floors and the contractors still needed to finish the wiring in the back of the refrigerator and range so when they pull it out, I do not want their to be damage to the floorThe guy acknowledged my request and said "OK." It was raining and snowing in Minnesota on the day of the delivery, both men put on blue booties outside on the driveway while removing the appliances from the boxes, walked right into the foyer, through the living and into my kitchen without ever removing their bootiesWhen I asked them about this they said "there's nothing we can do about it." They got all of the appliances into the kitchen and my husband came and asked about why there was no cardboard under the refrigerator? One of the guys said "she did not ask for the cardboard under the refrigerator." I informed him that was not correct and he started to argue with me about itThe other gentlemen told his partner to "stop." The other guy kept on complaining and I told him if he wanted argue about it I would as he was wrong and there needed to be cardboard under it
The other gentlemen went up to my husband and told him to sign the form saying we received everythingMy husband said "I'm not signing anything as I don't know if our floor is damaged." The gentlemen told the other guy to get help him get the cardboard under the refrigerator and it was literal like watching a toddler throw a tantrum ripping the packaging paper off the refrigerator and throwing it around like it was nothing
After they left they never cleaned up our floors which were wet, muddy and had pine needles everywhere To top it off they threw their blue booties in the middle of our driveway and leftI contacted their delivered department who said they would pass the information alongI also received a call from a lady name Jessica who said she would speak with them
I will NEVER purchase anything from Sears ever again after this and would encourage anyone considering purchasing and needing delivery from Sears to go else whereI have never been treated so poorly or had anyone treat my house which such disrespect as I have with the Sears delivery team

I bought a fridge last november before thansgiving and the compressor just went outI called a tech initially and was told they were a week and a half outI accepted this knowing that they are pretty busy but still upset that my $2,fridge I bought months ago went outThey came out days later, meanwhile I have no food now, and the tech diagnosed the problem as the compresor failed and told me that he would order the part and it would take another days to get it and he would come out the next day and install itAt this point im upset but still accept iti call sears coprerate and try asking for a replacement only to be told that you have to have seperate issues with the fridge or days have to pass without the fridge being repairedFrustrated by this I accept it and hope for the bestA week passes and my appointment date has arrived and I get a phone call from sears to be told that they cant find a copressor to match my kenmore elite and are unsure at this point when they will find oneSo my appointment gets pushed back yet againI call sears corperate again only to be told they cant do anything for medays go by and I finally get a phone call that the part was ordered and should be at my house in days an that they will come install it the next dayBest part is they waited until days of the went by before "fixing my fridge", however the real number was days because the fridge went out way before they could come diagnose the issueBest part is that the "fix" did not correct anythingGranted, the fridge is getting cool again but now it sounds like a locomotive in my kitchen and when you open the door it is even louderSears "fix" was worse than the problemI would think that the manufacturer and sears would stand behind thier products and help the customers that choose to spend thier hard earned money at the storeI have given sears all the chances in the world to help me and was given the *** finger in a senseNow it is October 20th and the fridge just went out yet againSears solution was to send another tech out to "fix" the fridge yet againApparently they would rather spend 4k to supposedly fix the fridge than take care of my family and get us a new oneWe obviously fall under the lemon law here but they are finding every possible way to not take care of us

October 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding the
order she placed for a patio furniture set
Ms***'s order was placed through one of our Marketplace vendors, *** ProductsSome time ago our online website began hosting 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 we become a "one-stop" online shopping destinationMuch like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersHowever, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendorsAccording to our records, replacements for the damaged pieces were sent to Ms*** and *** Products has been trying to resolve the issueRegardless, Ms*** would need to work with the seller, *** Products and direct any further communication regarding this issue to them in accordance with our terms of service and their return policyAs this decision is in accordance to our posted terms and conditions, 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
Direct Dial: ***
Email: ***@searshc.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** Even though, it seems as if they don't know what they are doing by their reply! As soon as I filled the complaint, I was issued the full refundHowever, the quality of the staff and their venders was great disappointment, I needed nothing further than my full refund, and I got it!
Thank you Revdex.com,
Sincerely,
*** ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: David M *** #*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a refrigerator purchased from Sears OutletAngel ***, Assistant Store Manager of the Hendersonville Sears Outlet provided the following response: A refrigerator has been identified and has been picked up from the souring location and is expected to be delivered to Mr***’s home on approximately September 30, If I can be of any additional assistance to Mr***, he can reach me at ***-***-*** or via email at Angela.***@shos.comSince we have confirmed that a new refrigerator has been ordered and is being shipped to Mr***, we ask that this complaint be closed pending additional 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

Complaint: ***
I am rejecting this response because:
They took a picture of the dipstick..there was no oil on the dipstick because the engine had a crack in it and all of the oil came out
the techinician who came to fix the mowers took a photo of all of the oil on the frame of the bottom of the tractor and on the mowers deck
we have not touched moved or cleaned the riding lawn mower
Please feel free to come and inspect it , there was oil in the engine that had leaked out and is still out all over the mower
move had riding lawn mowers for years and I know how to maintain my mowers
therr was a tech here prior for mowers deck repair and at that Point I had told him that the engine was hard to start
thete was a problem with the engine and it was not due to my maintenance
Thank you
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/07/18) */
July 18,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms***
We have not completed the investigation of Ms***'s complaint
regarding the delivery of her purchased appliance
After reviewing Ms***' complaint and our records, we were able to determine that the delivery was completed on June Currently, there is a Damage Claim that is pendingAt this time, if Ms*** has any questions or concerns regarding her claim, she may contact our third party vendor XPO last Mile at XXX-XXX-XXXXWe would just ask Ms*** to bear in mind that once our third party vendor has progressed to making an offer of settlement, we are unable to obtrude on their process or decisionIn the interim, since the party responsible is handling the damage claim, we have closed our file
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/SHC
Direct -XXX-XXX-XXXX
***@searshc.com

December 15, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** *** * *** *** *** ***We have completed the investigation of *** *** complaint regarding the repair date for
her washer.Upon receiving *** *** complaint, we would like to first apologize that she was scheduled for almost a month out. We are working to hire additional technicians in *** *** area so as to not continue to encounter this issue going forward. We escalated her concerns and were able to get her sooner service for December 17, 2015. That being said, because we were able to provide *** *** with sooner service, we respectfully request this complaint be closed. 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 Complaints Specialist***

September 29,
*** ***
Revdex.com
*** *** *** *** *** ***
Chicago, IL
Re: *** - Bridal ***
Dear Ms***:
We have been unable to complete the investigation of Ms***'s complaintThe correspondence you provided us with did not include a telephone number or enough identifying information to locate the order history mentioned in Ms***'s complaintWe sent several emails requesting the needed information; however we have yet to receive a response from Ms***If Ms*** is still requiring assistance, we ask that she respond to the email we sent or call me directly at ***Since we do not have enough information to facilitate a resolution, we will need to close this issue pending the receipt of more identifying information for Ms***At that time, we would be pleased to re-open and investigate Ms***'s complaint
We appreciate the opportunity to review this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct ***
i***@searshc.com

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washerOn January 9, 2016, Sears Home Services dispatched a laundry technician to Ms*** home to diagnose her concerns about her washerThe technician installed a previously ordered wash tub assemblyOnce the washer was reassembled it was tested and was found to be operating as designedAdditionally, the washer did not show any signs of leakingIf Ms*** has any additional concerns that need to be addressed, we ask that she contact *** ***, Sears Home Services, Support Specialist at ***At this time, since we have completed the repairs to Ms*** washer, 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 ***

My husband and I purchased a full kitchen from Sears in July of (a refrigerator, stove, microwave and dishwasher) with an extended warranty plan On February 4th the refrigerator stopped working We called for service and were told that someone would be out on February 18th Really? weeks without a fridge Why would it take weeks to get a repair man to your houseThis was totally unacceptable to us My husband went to the store in Charlottesville and met with the store manager and was told that someone would contact him within to hours They did to tell him there was nothing they could do So, we spent over 5,and can't get a service in a reasonable time in a brand new applianceI wouldn't recommend Sears to anyone These are *** Elite Brand and I would love to return them and what good is an extended warranty to me, when you can't even get someone to service the regular warranty! I will never shop at Sears again!!!

January 6, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his local Sears Auto Center It is unfortunate that we failed Mr*** expectations when he recently visited his local Sears Auto Center for a tire rotationWe value Mr*** patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted Auto Center Manager Matt *** and District Manager Paul Miller for assistance. Mr*** responded that Mr*** came into the auto center on December 23, 2016, for a tire rotationOnce his BMW was pulled into the store, the Express Technician, Justin, asked Mr*** to help him rack the car due to the lift points being surrounded by plasticMr*** states that he personally helped Justin complete the rotation and parked Mr*** car in the parking lot at the end of the row When Mr*** came to pihis vehicle, he complained that his car had been moved and insisted that the tires were not rotated. Mr*** informed Mr*** that he had personally helped the technician rotate the tires, but as a courtesy, he offered to rotate them again immediately Mr*** refused and drove away yelling profanity Mr*** has called Mr*** several times since receiving this complaint; however, Mr*** has not responded to his calls. Mr*** is willing to rotate the tires again under Mr*** supervision. If Mr*** would like to accept this offer, he can call Mr*** at (*** *** In the interim, since we have documented Mr*** concerns and offered a fair resolution, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

*** *** Revdex.com North Wabash Ave, Ste
#Chicago, IL Re: *** * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding repairs to his refrigeratorI have emailed Mr*** and informed him that we are not able to replace his refrigerator since it is no longer covered by the manufacturer’s warranty, nor is it covered by a Sears Protection AgreementThat said, I have placed a one year Repair Protection Agreement (RPA) on the refrigerator which will expire on January 4, I have asked Mr*** to schedule and have another service call on the refrigerator and if after service the unit fails and I can have a technician verify the failure, I will replace the unitSince we have provided Mr*** with a one year RPA to cover his refrigerator and have noted our additional request for service, we ask that this complaint be closed pending future 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

March 11, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** Dear *** *** We have completed the investigation of *** *** complaint regarding Sears OpticalFirst, we would like to apologize to *** *** and her son, ***, for failing their expectations in regard to recently purchased eyeglassesAdditionally, we would like to assure *** *** that we appreciate her valuable feedback, as we do not take these matters lightly and we sincerely regret any inconvenience we may have caused her and her sonIn accordance with *** *** request, Sears Optical has agreed to replace *** frames. Once the new frames arrive, the *** will be contacted to return to the store to complete the swap. Since we are providing *** *** with her requested resolution, we ask that this matter be closedAgain, we apologize to *** *** and her son, *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist