Sears Holdings Corporation

December 21, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  [redacted]       
 
Dear Ms. [redacted]
 
Store Manager [redacted] provided the following response:
 
I have spoken with Mr. [redacted] in regard to this issue. He was provided with an exchange for his leaf blower and a gift card for the $25.00 he requested was also granted. We apologize for any misunderstanding. Should Mr. [redacted] have any remaining questions or concerns, he may contact me [redacted] during normal business hours at ([redacted]  In light of the aforementioned information, we respectfully ask that this matter be considered closed.     
 
Again, 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 Complaint Specialist
Sears Holdings Corporation 
Tell us why here...

December 14, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  #[redacted] – [redacted]   Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint
regarding...

his dissatisfaction that he was unable to return an item to Kmart
without a receipt.As clarification, our return policy clearly states that
a receipt is required for any refund or exchange. This information is available
in the store upon request and is posted on our website so that the purchaser is
aware of our policies. For those customers that do not want to worry about
trying to retain receipts, we do have a benefit under our Shop Your Way Rewards
program (SYWR) whereby members only have to give their membership information
to have their receipt pulled up. This is because we are able to access and find
it in our system quickly under their membership number. This is a nice back up
to have since our policy specifically states:REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT
RECEIPT.  If Mr. [redacted] does not have his receipt, and did not
make his purchase with a credit card with which we could search our system, or
under our SYWR program where we could search with the membership number, then
we are unable to assist him. As we are only abiding by our return policy and it
was Mr. [redacted] responsibility to familiarize himself with this before he
made a purchase, 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com

Contact Name and Title: [redacted]
Contact Email: [redacted].[redacted]@searshc.com
September 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]- [redacted] R. [redacted]
Dear Ms....

[redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction with the multiple repair attempts on his tv
Upon receiving Mr. [redacted]'s complaint and reviewing his service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Mr. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Mr. [redacted] had repair on September 12, 2015 and our technician states that there are no issues with the tv but rather with Mr. [redacted]'s cable signal. At this point, we would suggest that Mr. [redacted] call his cable provider and seek assistance with the cable box. We apologize for any inconveniences that Mr. [redacted] has experienced but at this time, it has been determined that the issue is not with the tv. That being said, because we have advised that Mr. [redacted] needs to contact his cable provider, we respectfully request 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 Complaints Specialist
[redacted]
[redacted].[redacted]@searshc.com

June 21, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with several repairs to his washer and his request to receive a replacement.
 
Our records indicate that Mr. [redacted]r has been assisted with his concerns by [redacted] in our Executive Complaint handling group. As of today, it appears that a replacement was authorized which means that Mr. [redacted] can go to a local Sears store to select a replacement and that store can apply the authorized amount of $549.99 towards his new selection. The way it works is that if he selects a washer that has a sales price of $549.99 or less before tax, then he will not owe anything out of pocket for us to deliver the new washer, pick up the old washer, and transfer any remaining Master Protection Agreement (MPA) coverage onto the replacement. If he selects something more, he would only owe the difference and any tax on the difference and if it is less then he would forfeit any amount not used. With that said, since a replacement has been authorized and this was the resolution requested by Mr. [redacted]r, 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,
[redacted]
Team Manager, Regulatory Complaints
[redacted]

I had a horrible experience returning an online dress at the store location. I spent almost two hours in store, including a 23 minute wait time on the phone with customer service in order to get a lousy $12 store credit. I was not able to return a Kmart dress for $8 (even though I could purchase it through Sears, but not return it at sears, despite their online return policy I read before hand) Also, a negative experience with both sales reps involved. AND the rep told me I had $5.41 to use in earned points (which I already knew about and was planning on using towards my exchange if I chose a pair of shoes that were more expensive) Not only was I unable to use the $8 *from the Kmart dress, but when I went to check out, the last rep said my points were only towards Kmart **WHICH WAS UNTRUE So I ended up spending over $12 that I hadn't intended on. I made a formal complaint over the phone. No contact was made. I made an online complaint at sears.com and still haven't gotten a response. Without explaining all the details of everything that was said/done to me that day, on top of wasting two hours of my life, all that would have made me happy was a $12 store credit (to purchase more of THEIR stuff) and an apology but obviously Sears and Kmart are too hard up for their $12 that they ripped me off, I guess they need it more than I do.

September 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94565192- Judith Ann [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding some earrings...

she purchased over three years ago.
At this point in time, we have no way of knowing if the earrings Ms. [redacted] has in her possession are the same ones we sold to her. However, we can assure her that we inspect our jewelry regularly for quality and there have been no issues. Furthermore, Ms. [redacted] only had 90 days to return her merchandise if dissatisfied. That point in time has long since passed. We want to note that even if Ms. [redacted] had returned the earrings in that time frame, she would not have been provided with a refund for what she paid, not the retail price or value of the items. We are not obligated to provide Ms. [redacted] with anything as we have pointed out, but we are willing to send her a check for what she paid as a courtesy. Ms. [redacted] can expect her check within 7-10 business days. In light of the aforementioned information, we respectfully ask that this matter be considered 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.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com

Initial Business Response /* (1000, 5, 2015/09/15) */
Contact Name and Title:[redacted]
September 15, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - # XXXXXXXX
Dear Ms.[redacted]
We have completed our...

investigation Ms. [redacted]'s complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Ms. [redacted]'s concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Ms. [redacted]'s complaint, so that future problems can be averted.
On September 10, 2015, after reviewing Ms. [redacted]'s complaint and the notes within her service orders, we authorized a replacement under her Master Protection Agreement (MPA). Ms. [redacted] was contacted and advised that she was authorized $1,999.99 towards the purchase of a new refrigerator from Sears. Our records show that she selected a new refrigerator that same day and accepted delivery of the new unit on September 14, 2015. Additionally, the remaining MPA coverage from her original refrigerator has transferred to the new unit; the coverage will run concurrently and expire on September 15, 2016. As to Ms. [redacted]'s reimbursement for a rental refrigerator, she will need to contact our Protection Agreement office at (XXX) XXX-XXXX to discuss her options. While the MPA offers this benefit, there are certain criteria that must be met; the Protection Agreement can answer any questions Ms. [redacted] may have. With that said, since Ms. [redacted] has been provided with a replacement refrigerator, we ask that this matter be closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

January 7, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her range.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her recently purchased range.  Our records show that Ms. [redacted] was assisted by our Executive Member Service (EMS) group on January 6, 2016; EMS agent [redacted] processed an in-warranty exchange for Ms. [redacted] under sales check [redacted].  The new range is currently scheduled for delivery on January 15, 2016.  With that said, since Ms. [redacted] is being provided with her requested resolution, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist

Contact Name and Title: MELISSA LANDO
July 6, 2015
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Brenda J. Fitch - # 94558527
Dear Ms. Virghes:
We have completed the investigation of Ms....

Fitch's complaint regarding her refrigerator.
First, we would like to apologize to Ms. Fitch for failing her expectations in regard to the refrigerator she purchased on July 30, 2014. After reviewing the notes within our service system, our office decided to replace the refrigerator in-warranty. We sent Ms. Fitch an email regarding the offer, but we have not received a reply. While in our original offer, we stated that Ms. Fitch would only be authorized $398.99 towards a new refrigerator from Sears, since this is the amount she paid, we have increased the amount to $479.99. If Ms. Fitch selects a model that costs more than $479.99, she will be responsible for the difference. The new refrigerator will be delivered at no cost and the old unit removed. We ask that Ms. Fitch send an email to [email protected] with her selection so the exchange can be processed. In the interim, since we are willing to provide Ms. Fitch with an in-warranty exchange, we ask that this matter be closed.
Again, we apologize to Ms. Fitch and we appreciate the opportunity to address this matter.
Sincerely,
Melissa Lando
Regulatory Complaints Specialist

Complaint: [redacted]I am rejecting this response because:The manager himself stated that he talked to my boyfriend on two occasions during the 7+ hour procedure, as evidenced by his initial response which you forwarded.  The manager stated that his communication with us was as follows:- communicating that the wrong part had been ordered.- communicating that they couldn't get the part at all and would have to do a custom line and it would take a little longer (Chris repeated this claim to me as well. 7+ hours on a 1.5 hour job is not a "little" longer, once again going to the heart of the matter that the mechanics did not know what they were doing.- a call I placed into him over 5 hours later.If the manager is now telling you that he kept one or both of us in the loop, he's lying and this is proven by his initial statement. I would encourage you to review the store tapes, since 3 parties - myself, my boyfriend, and the manager whose account you seem to be referencing, claim that this did not happen.The "repair" was not done correctly, and my car has had ongoing issues since the event which will need to be addressed by qualified mechanics. 50% is more than a little low. If I did my own job in this manner, especially in a way which affected the safety of my clients, I would be fired. A question of whether a refund should be issued, or pushing to keep half of the money on such a botch job, is ludicrous. This is not some run of the mill complaint - it's one about a serious safety issue, and one which demonstrates that Sears only cares about the bottom line, rather than a client they put into a car with a patched together brake system done by someone who didn't know what they were doing.This case is most certainly not "closed".
Sincerely,[redacted]

I can not even begin to express the frustration that I am feeling because of Sears. At best some of the things I recall may be out of order, but the overall occurrences are true. I purchase a Hotpoint Elite Refrigerator in March of 2015. From day one this refrigerator has been a nightmare, upon initial hook-up neither side would cool, so we had to schedule a repair appointment. Roughly 3 months later the ice maker stopped making ice and again we had to schedule a repair appointment. Refrigerator worked ok for another 3 months and again stopped making ice I once again called to schedule another repair appointment, this time they replaced the damper and added some sticky tape to the top of the freezer door to ensure it was making contact. Everything worked fine for about another 3 months and again the ice maker stopped making ice. Reluctantly I schedule another service call and they send me a new ice maker in the mail for the technician to install, he shows up adds more tape to the tape of the freezer door and takes the ice maker with him. About 3 months later the ice maker stopped making ice again, so I frustratingly called customer service again and they tell me that my warranty expired 1 or 2 days ago and there was nothing they could do, even though this was an ongoing issue. After arguing with Sears representatives they gave me, the customer an ultimatum, they would repair it. So the 5th time I take another day off work and technician shows up for what I assumed to be a repair and looks at refrigerator and orders parts, so now I have to take a 6th day off for technician to come back and put in parts and he did. Now ice maker still doesn’t work and they want me to take day 7 off for another technician to come out and try to repair.
My question is. At what point is the customer’s satisfaction more important than saving a dollar? At what point does Sears man up and say, We apparently sold you a defective appliance and we are going to make it right? Apparently never! Be cautious people their replacement policy is worthless, they string you along until 1 year warranty has expired and then use that as an excuse to do nothing, no matter if there is a clear pattern of malfunction.

April 25, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding his recent online order.   We would first like to note that we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com. We do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be available.   With that said, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site.  With an online business, it is possible for merchandise to be ordered and then later be found to not be available, which is why most online merchants have terms and conditions that are similar to ours.  We sincerely apologize to [redacted] for any inconvenience that he may have experienced due to this issue.  We have also included a copy of our disclaimer below:   Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. After researching the notes in [redacted] order we found that Sears has created a return label for [redacted] to return the item for a full refund. The label was created on April 20, 2016, and is good for 30 days if [redacted] chooses. However, as a gesture of goodwill if [redacted] decides to keep the product then we would be happy to issue a credit of $8.00. In the interim, we have noted [redacted] comments 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - [redacted] A [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have completed our investigation of Ms. [redacted]’s complaint regarding service for her in warranty mower.   On receipt of Ms. [redacted]’s lawn mower our service technician found that it was in need of basic annual. He found that the mower needed a new spark plug, new air filter and new battery. Our service technician also found that the carburetor needed to be cleaned due to stale fuel but this was done as a courtesy and Ms. [redacted] was not charged for the carburetor cleaning.   Ms. [redacted] is correct that she is under the two year manufacture warranty. On page two (2) of the owner’s manual the warranty states that this warranty coverage does not include Expendable parts that can wear out from normal use such as spark plugs. It also states that Preventative maintenance repairs are not covered under the manufactures warranty. It also important to note that Ms. [redacted]’s lawn mower does need basic seasonal maintenance as is laid out starting on page thirteen (13) of her owner’s manual these items need to be cleaned and or replaced each season or after every 25 hours of use whichever comes first. These items include the air filter, spark plug, oil, belt etc.   When Ms. [redacted] brought her mower in for service the complaint was that the key start wasn’t working. The battery does need to be replaced in the mower and this is why her key start was not working. Since we have explained that all repairs needed for the mower are due to basic maintenance which Ms. [redacted] is responsible for we are unable to honor her request for free repair and have closed our 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] L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted].L.[redacted]@searshc.com

On today, June 4th, 2016, I was suppose to have a mattress set along with a television delivered to my home after already waiting about a week. Hours prior to the delivery, I called and updated the account with the number that the delivery service people should contact upon their arrival, due to the fact that I was at work and wouldn't be available to answer. However, that was completely disregarded, and Sears still contacted me on my number when they arrived to my home. Being that I was unable to answer in that moment, I immediately contacted them back once I saw the call and LITERALLY only 3 minutes had passed. I guess eventually, they were able to follow simple instructions and ended up contacting the number I left on the account and informed that individual that due to the construction and traffic going on in my area, they were rescheduling my delivery date to Tuesday, June 7th, 2016. Correct me if I'm wrong, but I for one should've been contacted, being that I was the primary on the account, and I wasn't. No one answered my 3 return telephone calls to the number that dialed my cell phone number, so I immediately contacted the delivery service 1-800 number to catch them before they departed. Seeing as the traffic and construction was completely out of my hands and it was TOTALLY possible for my items to still be delivered. I was transferred to 3 different departments and left on hold for an estimation of 30 minutes plus before speaking to someone. Please keep in mind, that I'm at work while having to take care of all of this. After finally being connected with a "manager" by the name of Kurt and ID number: [redacted] who gave horrible customer service. I explained to the gentleman what was transpiring in regards to my order and in a very rude sense, he asked me and I quote, "if you are looking for compensation, a 10% discount or anything off with your order; there's nothing I can do." For starters, as a manger of a large corporation such as Sears that is completely unprofessional and classless. Not to mention the fact, that the ONLY compensation I was interested in receiving was for MY ORDER to still be delivered on its initial date, which would've been today. As a customer already making arrangements for someone to be at my home on today and then having the delivery service people change that date and not inform me, is a huge inconvenience. Not to mention the disgusting customer service I received from multiple employees. I have never had to write a review such as this one, as this is by far the worst customer service I've ever received and that is just absolutely unjustifiable. I will never again order from Sears, nor would I ever recommend anyone else to after this experience.

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted] [redacted] [redacted]
class="InsideAddress">  Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding replacement of her ** washer.   Our records show that Ms. [redacted] washer was repaired on September 27, 2016. If Ms. [redacted] is still in need of assistance she may contact me directly at [redacted] or via email at [redacted] Since it is our understanding that the washer is now repaired and working we have closed our 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]

Went in to location to buy lawn and garden equipment for a house we just built. Walked around store for over an hour and we're never acknowledged. Once we settled on the items to purchase we asked a sales person to help us locate the items in the back. I was told by Mark that he already had a customer and would find someone to help. After another 15 minutes I asked John to help us who walked off. Mark walked back by and I let him know we were still waiting and he said well there is only two of us working so what do you want me to do? I told him we would just take our business elsewhere. He stated okay bye. This is not what I expect when shopping with a trusted company like sears. I guess [redacted] will be my next stop. Sears just lost a big sale.

September 12, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal to the response we provided regarding her dissatisfaction with the performance of her washer and the problem she encountered when she attempted to exchange the washer after the 30-day return period.
We have Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, the policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Ms. [redacted] states that our technician mentioned that her model washer will not be made any more because it did not hold up to our standard. We apologize if she was misinformed, since most manufacturers discontinue their models on a yearly basis to introduce newer designed models.
While we understand that she was dissatisfied with the performance and design of her washer, the fact remains that the washer is operational. As this decision is commensurate to the circumstances, we have closed our file.
Again, 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
Sears Holdings Corporation
[redacted] direct
[redacted]@searshc.com

I bought a boiler furnace last year on December 1st, 2015, it was installed very poorly, wires everywhere, it worked ok last year. I have had other heating and air conditioning contractors in my home who I know looking at my air conditioner and I had all of them take a look at my furnace for their opinion on the job that was done. All of them said the job was done very poorly and wouldn't last more than a year. Well they were right, when I turned on my furnace this year half of my house was heating and the other half was not. So it was a zoning issue, I have contacted Sears on October 31st 2016 to have one of their contractors come back out and take a look at it,since it is still under warranty till Dec. 1st. I have waited over a month for them and made numerous attempts to get someone out here. Then was told 2 weeks ago that they were sending someone out today::: 11/28/16 and no one came. I am very upset with the service. I paid 8200.00 for a household boiler furnace, which the furnace was 3500.00 and they charged me 4700.00 in parts and labor and they did not fix any other parts. I can't seem to get help anywhere and no one seems to have a supervisor they have to answer to. HELP!!!

With Sears you are just a number; they don't care about you at all. I needed them to set up my washer/dryer. First, they brought the wrong part and had to cancel the appointment. Then, they showed up a half hour late (after 5 pm, which our building doesn't allow them to come up after that hour). After taking work off for four days trying to accomodate Sears, I requested them to come during my lunch hour, which of course they didn't even attempt to do. Once again, I had to take a fifth day off of work. After 3 weeks of my washer/dryer sitting in the middle of my condo, they finally were able to set it up. They left the empty boxes and packaging materials all over my condo. I complained and asked for help from multiple customer service employees in the delivery dept during this time. None of them helped or offered me compensation for the amount of time I had to take off work. Most of them lied and promised me things that never happened. There is a complete disconnect between the customer service and delivery men. I will never use Sears again.

May 24, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] rebuttal to our response the problems she encountered when she attempted to return a purchase after the 30-day return period had expired.
We apologize if Ms. [redacted] was misinformed that the return would have been processed after the 30-day return period if she had presented a gift receipt. The return policy is the same with or without a gift receipt. A gift receipt will only mask the price a consumer paid for the item and guarantees that the gift receiver will receive the full value of the purchase price if they decide to return it within the return period. As previously stated, Store Manager Amy [redacted] confirmed that the Return Policy is posted at every register and the receipt clearly states “Our return policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details.” Regardless if she made her intents clear at the time of her purchase, the gift receipt would not have provided additional time to the return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. As this is in accordance with our posted polices, we ask to have this matter 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.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]