Sears Holdings Corporation

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611  

align="left">  [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a tractor purchased from Sears. Sears has processed an in warranty exchange of [redacted] tractor. The new unit is scheduled to be delivered on Saturday, May 14, 2016. In the event that is not a convenient date, [redacted] can call our home delivery office at [redacted] and reschedule for a more convenient time. Since it is my understanding that Mr. [redacted] was satisfied with the actions taken by Sears to resolve his concerns, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Nita Virghes Revdex.com
"">North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to diagnose his washer[redacted] contacted Sears Home Services on April 13, reporting that his washer was not cleaning his clothes properlySears dispatched a technician to [redacted] home on April 15, to diagnose the washerThe washer was placed in test mode and its functionality was testedThe washer's internal computer did not provide any fault codes, therefore working properlyThe technician called into Sears Technical Assistance Center and spoke with a senior technician who concluded that since the no fault codes were reported, the washer was working as expectedAdditionally the water was tested and no issues were noted[redacted] has cancelled his Master Protection Agreement (MPA) and has been refunded in full for its purchaseIt is important to note that the washer is covered by the manufacturers one year parts and labor warranty until May 26, Since the washer's internal computer did not return any fault codes, we will not be replacing the washerIf [redacted] concerns continue, he can schedule another service call be calling [redacted] Since we have noted the results of our investigation, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

I will accept this response only if this problem is resolved according to my acceptance.  As soon as possible. 
Revdex.com?
I have reviewed the response made by the business in
 
 
 
reference to complaint ID [redacted]9, and find that this resolution is satisfactory to me.
Sincerely,
James [redacted]

May 24, [redacted] Revdex.com
class="InsideAddress" "margin-left: 0.5in;">North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her grill Per [redacted] request, we have sent a set of burners to her home free of chargeAccording to our tracking information, they were delivered on May 23, We sincerely apologize for any inconvenience [redacted] may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

[redacted] Revdex.com
"">North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] complaint regarding a dryer purchased from Sears We have processed an in warranty exchange and Mr[redacted] new [redacted] dryer has been ordered and will be delivered to his home tomorrow, July 20, If Mr[redacted] has any additional concerns, he can reach me via phone or email, he has all of my contact informationAt this time, since we have processed the exchange, we ask that this complaint be closed pending further contactWe apologize to Mr[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
 
These problems have been going on for years and guess this is why Sears closed in Macon, GA and there is only on Kmart. I told them YEARS ago at Sears I would live to see the day Sears closed in Macon and guess what it did! So my problem is only one of many and this has been proven! I have 30K and sears tools and will never buy anything else from Sears or Kmart as they have proven more the once they do not care about the customer or they would hire people that did there job as both Sears and Kmart have employees more interested about getting you off the phone the help. If Kmart and Sears really cared the service would not be so poor in the last 20 or so years. 
I do not need Sears or Kmart as bad as they need people like me so I ordered a bicycle from Walmart! If Sears and Kmart do not change their ways and hire folks that will do their job Sears and Kmart will not be around much longer just like all but one store in Macon and there is not longer a good Sears in Macon other then a little catalog sales. Might be a good idea for all at Sears and Kmart to find another job including YOU!
Wake up and smell the roses before it is too late!!!!!!!!!!!!!!!!
[redacted]

March 2, [redacted]
"">Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of Ms[redacted] complaint regarding some patio furniture she ordered last summer According to our notes, Ms[redacted] was advised to return the set while the purchase fell under our return policy period, but she did notWe can try to get a lone chair form the vendor, but it may not be possibleIf that is the case, we will setup a return as an exception to our return policyWe will notify Ms[redacted] via email once the vendor has confirmed if they can ship a replacement chairIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Ms[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Contact Name and Title: Eligia Colburn
Contact Phone: 800 762 3049 87747
October 8, 2015
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94571601 - Kim Sheets
Dear Ms. Virghes,
...


We have completed the investigation of Ms. Sheets' complaint regarding her recent online order.
Brian Quinones, Store General Manager for Unit 1220, provided the following response:
We would first like to apologize for any inconvenience Ms. Sheets may have experienced. After receiving the complaint filed, we contacted Ms. Sheets and invited her back in to our store and issued a refund for both transactions. Additionally, we issued a credit back to her Shop Your Way Rewards account. To retain Ms. Sheets as a loyal member we provided a pair of earrings at no charge to her. With that said we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We hope that in the future Ms. Sheets will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted Ms. Sheets' concerns and respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia Colburn
Regulatory Complaint Specialist
Sears Holdings Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
However, I still remain very dissatisfied on the manner and language chosen to reflect Sears innocence in poor sales practices and customer service. Using language like "courtesy." Courtesy should have been available earlier on the complaint process with the hours of calls I made to multiple Sears contacts. I requested their calculations and they are unwilling to provide them. 
Sincerely,
[redacted]

November 23, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No:[redacted]- Alice [redacted]
Via: 1st Class US Postage
Via email:...

n[redacted]@chicago.Revdex.com.org
Dear Ms. [redacted],
This letter provides you an update regarding Ms. [redacted] complaint. We are working to reach an amicable resolution that all parties can accept. I will provide an update accordingly.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-222-5030 extension [redacted] or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Alice [redacted]

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]
class="InsideAddress">  Dear Ms. [redacted]
We have not completed our investigation of Ms. [redacted] complaint regarding her washer.   On receipt of Ms. [redacted] complaint our service unit reached out to Ms. [redacted] and was informed the washer has been removed from her home. Ms. [redacted] then disconnected the call. Since Ms. [redacted] no longer has the washer we are unable to assist her further and have closed this case.     We apologize to Ms. [redacted] 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,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Initial Business Response /* (1000, 10, 2015/08/27) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL XXXXX
Re:[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr.[redacted] complaint...

regarding a refund he due from Sears.
[redacted] Manager of the [redacted] Sears provided the following response:
Mr.[redacted] initial purchase was made on www.sears.com. Salescheck #XXXXXXXXXXXX was processed on Julyt 11, 2015. The store received the merchandise on 7/14/2015. Mr. [redacted] cancelled the purchase on 7/15/2015 and was issued a mail bank check. The mail bank check # XXXXXXXXX was processed on 7/20/2015 in the amount of $532.04 and was sent to the address that was in the system at the time of purchase, which was on [redacted] Beach Rd. I was made aware on 8/03/2015 that Mr. [redacted] had not received his check and that the provided address was his physical address but he did not receive mail at that address. That said, we opened a Help Ticket (XXXXXXX) requesting that the check be re-routed to Mr.[redacted] P.O. Box. The Help Ticket was closed on 8/4/2015 resolution that they were unable to VOID the mailed bank check and for the store to reissue the check. The check was returned to the Store 2316 on 8/20/2015. At that point I opened another Help Ticket XXXXXXX to verify if the check was still good or if it had been VOIDED. Mr. [redacted] was told on 8/21/2015 that he could pick up the check and he did so on Saturday 8/22/2015. We were in contact with Mr. [redacted] several times during this process, apologizing for the inconvenience. That said we ask that this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 12, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was given check and told by sawed rep that they did not know whether check was still good or not. Check has not cleared bank so I am waiting to see if check is good. If not there will be additional charges and additional time and dealing with Sears again
Final Business Response /* (4000, 14, 2015/08/31) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL XXXXX
Re:[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr.[redacted] rebuttal regarding a refund he due from Sears.
Checks processed and sent by Sears are good for an extended period of time. There is no doubt that the check will clear the bank. If Mr. [redacted] has any other concerns, I invite him to contact me directly at XXX-XXX-XXXX or via email at [redacted]@searshc.com. That said, we ask that this complaint remain closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

August 27, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 1870[redacted]
Revdex.com File No: 94[redacted] / James [redacted]
Via: 1st Class US Postage
Via: Revdex.com Website
Dear...

Ms. [redacted],
I have been in correspondence with the [redacted]s to address their HVAC concerns. I have reviewed the invoice charges that the [redacted]s provided for my review in regards to the furnace repairs they had to have completed by an alternate company. I sent a reimbursement offer letter to the [redacted]s for the furnace repairs charges, which was accepted and signed on 8/25/2015. I have processed a reimbursement check for the [redacted]s and mailed it out on 8/26/2015.
I am currently waiting for the results from the Byram Township's inspection that was completed on 8/25/2015 to verify if the installation is to code. Once I have received the confirmation I will be sure to update you as necessary.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension 5566, or via email at Amanda.[redacted]@searshomepro.com.
Sincerely,
Amanda [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: James [redacted]

August 30, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Pat [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding a recent dryer repair.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to his dryer repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted].   Upon receiving Mr. [redacted]’s complaint, we contacted the local service unit for assistance.  They subsequently contacted our Routing department and were able to move Mr. [redacted]’s appointment to August 29, 2016.   On the date of service, the technician repaired a connection and sensor harness.  After testing the dryer and confirming that it was working properly, he closed the service order.  Mr. [redacted] was not charged for the follow-up repair.  Additionally, our records show that our escalated customer service group, Customer Solutions, issued a partial refund in the amount of $69.00 on August 23, 2016, under sales check [redacted].  With that said, since we have completed the repair to Mr. [redacted]’s dryer and documented his concerns with the repair process, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   Melissa [redacted] Regulatory Complaints Specialist

Contact Name and Title: [redacted]
October 26, 2015
[redacted]
Revdex.com
[redacted]
Re: [redacted]
Dear Ms....

[redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the repair of her refrigerator.
Upon receiving Ms. [redacted] complaint we would like to apologize that the repair has taken longer than initially anticipated. Per our technicians, the refrigerator is repairable and thus not eligible for replacement. That being said, because we value Ms. [redacted] patronage, and because she has been patient with allowing repair, we have decided to replace the refrigerator under its Service Smart Agreement (SSA). Per her SSA, she has been approved $500.00 to use towards the exchange of her refrigerator which is the maximum amount of under her SSA. The $500.00 is listed under her phone number which is listed on this complaint. At this time, Ms. [redacted] can go to her local store and advise that she is to receive a replacement, give her phone number, and pick another unit. That being said, because we are in the process of providing Ms. [redacted] with her requested resolution, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Regulatory Complaints Specialist
[redacted]

[redacted]December 22,
"MARGIN: 11pt 0in 0pt" class="InsideAddressName">[redacted]
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
[redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding a tablet that did not work properly
We have received [redacted] complaint and apologize that the tablet she purchased failed to work and was missing pieces. Upon further research, we found that [redacted] tablet had been returned on December 8, at the Sears store located in the Bronx. That being said, because [redacted] has received a refund for her tablet as requested, we respectfully request this complaint be closed
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
[redacted]

October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] - [redacted]
Dear Ms. [redacted]
This letter will acknowledge receipt of the above referenced customer's...

complaint, which was referred to our office for response.
Although it appears that Ms. [redacted] was assisted by Sears Parts Direct and a refund was issued on September 26, 2015, we have forwarded this matter to the appropriate Sears unit for further investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
[redacted]

September 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94569458 - Don [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s...

complaint regarding his dissatisfaction with the problems he encountered with the installation of the range and the delay of his refund for the cancelled order.
Lauren [redacted], Store Manager for Store 1056, provided the following response on September 18, 2015:
We spoke with Customer Solutions, Installation and Mr. [redacted]. There was confusion as to what was cancelled. We have issued a refund to the member for the merchandise and the install. Mr. [redacted] is satisfied with the way it was handled. The refund was issued on salescheck# 010565239653 for a total of $1,338.11.
With that being said, since we have provided Mr. [redacted] with his desired resolution, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

My wife and I will never, I repeat NEVER do any more shopping with Sears ever again. Absolutely the most deceiving, irresponsible, unhelpful, lying, non-communicating company we have ever purchased from. Whatever any of you out there do, DO NOT I REPEAT DO NOT, purchase anything online from this company let alone try to return the item and get you money credited to you. We ordered a new trash compactor when our repairman came out to fix our old one because the repair was as much as our new item costed. He got on the phone with someone who obviously could not speak/understand English and ordered our same exact brand and gave us a price. We were told that our new on would arrive within a few days. I took that day off of work in order to be there for this item. No call no receipt for our order etc. So I called to get an update. The automated message said that my item was scheduled to come 2 weeks from then (no call or anything telling this change to us prior). So I spoke to someone who obviously could not speak English. She ended up raising her voice at me about this. I asked for her supervisor, again barely spoke English. She in turn said that she could not help me and hung up. I called back and got another rep on the phone and asked for a corp complaint/resolution center number. I called this number and the gentleman on the phone told me that this item would not come until a month from then. I then asked him to change the order to a different color of that model. He changed the order to that and told us that we would get a call with our delivery date. SO we got the delivery date set and within a few days received the item. One problem, we received a totally different brand than what we ordered. I called in again and the gentlemen said that no I was wrong and this is the brand that we ordered. Wrong answer. He said that the brand that we wanted was $2-$300 more. I said forget it and come get you r item, We will go somewhere else that can do this right. Our item was picked up in a few days and were told that our refund would be to us within 7-10 business days. Wrong again. Our item was picked up/returned to Sears 2 plus weeks ago and have yet to get our refund. So I spent another 3 hours calling numerous different departments on this again today. Number one, the delivery computer system does not communicate with the sales computer system. Number 2, the person that took our original order put in the wrong email address and the wrong phone number because she did not speak English. Number 3, after speaking with 5 different departments today, the opened a case (again) to find out why we haven't received our refund. Again no one spoke a lick of English. WE WILL NEVER STEP FOOT INTO OR ORDER ANYTHING FROM SEARS EVER AGAIN. They have the worst customer service and experience I have ever dealt with. NO WONDER YOU ARE CLOSING STORES LEFT AND RIGHT!!!!!!!

November 30, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case No: [redacted]
Via: Revdex.com website
Dear Ms. [redacted]
Thank...

you for contacting Sears Home Improvement Products, Inc. (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate.
Pursuant to Mr. [redacted] windows and financing concerns, on November 12, 2016 a service was completed on the window. The customer has confirmed it was completed to his satisfaction. I did confirm that the rewards points were allocated and I did provide the information to our Customer. I also researched the 3.9 % interest rate that Mr. [redacted] alleges he was promised. I did not find any supporting signed financial forms or documents supporting this allegation. Furthermore, the signed financial forms clearly state that credit rate is granted based upon creditworthiness. That means until it is processed we would not know what the rate would be.
During my conversation with Mr. [redacted] on November 22, 2016, I did attempt to explain that I reviewed the financial forms and did not see that he was offered that credit interest rate. At that time the customer made the comment that he was lied to and hung up the phone.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he might have experienced. All previous offers made are now null and void. In addition, we will not be addressing the interest rate issue again since we do not have any supporting documents to support this type of offer. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
ell us why here...