Sears Holdings Corporation

I had a horrific experience with Sears. On Monday, I purchased a washer, dryer, related parts and the three year warranty by phone, totalling more than $2500. I was told that I would receive delivery on Wednesday and have installation on Saturday. On Wednesday, only the dryer came for delivery. In the next two days, my husband and I spent about 5 hours on the phone with Sears attempting to get a new delivery date. We spoke with about 5 employees who actually told us that they could not help and we would need to call back, some rude, some very sympathetic. And we spoke with one employee who kept us on the phone for 1.5 hours, promised delivery on Thursday, and assured us we would receive a $159 reimbursement and a $50 gift card. The machines never came and the gift card was not received. We ended up having to cancel our order. I remain very concerned that they will not honor my cancellation and I will see the $2500 on my credit card and need[redacted] to intervene. We have honestly never received such horrible customer support, and I don't understand how Sears can stay in business when they are seemingly unable to fix what must be a relatively common mistake. No wonder [redacted] is taking over sales.

Complaint: [redacted]
I am rejecting this response because:
Revdex.com, thank you for your assistance.  In reading this last response from Sears, the dates are incorrect and the problem misrepresented. There was only one visit where the control was installed and all subsequent calls were for the exact same error, clearly showing the initial problem was never resolved and the control replacement was not the problem.  As I read the numerous complaints about Sears, it is clear to me I am in good company with folks that demonstrate integrity unlike Sears. Those disparaging remarks from the Sears Rep to distract us from the real issue were very unnecessary.  These new problems resulted from technicians. There was only one problem that required resolution. I am confident that Searsdoes not know what they are doing.  While Sears has refunded my money less the $80 service call visit, please share my report so that others can be forewarned of contacting Sears. Case closed.
Sincerely,
[redacted]

July 26, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted] Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint...

regarding the problem he encountered when he attempted to return his purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. All returns require a receipt and may be looked up in the store. Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions... REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT RECEIPT”. Since Mr. [redacted] made his purchase on June 7, 2016, attempted to return the purchase without a receipt and then attempted to return it again with his receipt on June 13, 2016, he was clearly over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Mr. [redacted] when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request.
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
[redacted]

October 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted]'s complaint regarding his recent...

delivery experience with his purchased mattress set.
We would first like to apologize for our delay in completing the delivery his purchased mattress set. After reviewing his complaint and our records, we were able to determine that due to the manufacture not being able to meet Mr. [redacted]'s order; his order was rescheduled on several occasions. Unfortunately his was order was canceled. For any inconvenience this may have caused; we issued Mr. [redacted] a $100.00 gift card. We ask Mr. [redacted] to allow 7-14 business days in order to arrive via USPS. It is our hope that Mr. [redacted] will allow up another opportunity in the future to provide him with the type of customer service Sears' has built their reputation but understand if this is not possible. At this time, we have closed our files.
We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation for the inconvenience he has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Direct [redacted]@searshc.com

Initial Business Response /* (1000, 13, 2015/06/08) */
June 8, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms. [redacted]

We have completed the investigation of Mrs. [redacted]' complaint...

regarding her dissatisfaction with our customer service and failure to provide a floor kit with her Arrow Storage Building purchase.
It is unfortunate that we failed Mrs. [redacted]' expectations when she recently purchased an Arrow Storage Building from Sears. We value Mrs. [redacted]' patronage and can understand her frustration with the events detailed in her complaint. We can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As clarification, both the paid and the free item must be added to the cart by our customer before our system can place the free item on order and provide the appropriate promotional discounts. It appears that in Mrs. [redacted]' case the floor kit was not added to her order. It was for this reason that it did not ship with her storage building. Unfortunately, our associates do not have the empowerment to order items without payment; therefore, they could only offer to replace her order with a 15% discount as an apology. Since Mrs. [redacted] declined this offer and returned the storage building, we have confirmed that a refund was issued to her [redacted] account ending in [redacted] on May 19, 2015. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Mrs. [redacted] will allow us another opportunity to provide her a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Mrs. [redacted]' comments and no further resolution was requested.
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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX

October 14, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted]...

complaint regarding his dissatisfaction with the multiple rescheduled service appointments for the repair of his dishwasher.
It is unfortunate that we failed [redacted] expectations when he recently scheduled a dishwasher repair. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced when our technician did not arrive for the scheduled appointments. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
As clarification, we are contracted by [redacted] to provide warranty service on [redacted] dishwasher. [redacted], District Territory Advocate for Service Unit [redacted] contacted [redacted] to discuss her concerns and to offer to assist with the service appointment. [redacted] confirm that [redacted], had already sent a different service provider to repair the dishwasher and no further assistance was required. With that being said, we cancelled the service order and since we have no further obligation, we have closed our file.
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
[redacted]

Initial Business Response /* (1000, 5, 2015/07/28) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms[redacted]
We have completed the investigation of Ms.[redacted] complaint regarding her...

appliance purchase from the Sears in Grand Island.
[redacted], Manager of the Grand Island Sears, provided the following response:
Upon receiving Ms.[redacted] complaint on July 23, 2015, I contacted her and invited her in to resolve her complaint. That said, Ms.[redacted] came into the store the next day. Prior to our meeting, the washer and dryer had already been delivered. Ms.[redacted] also confirmed that the range and dishwasher were re-ordered and are scheduled to be delivered to the store on the 29th. It was agreed upon that Sears would be refunding $235.00 as well as providing Ms.[redacted] free delivery. During our meeting, there were several areas of opportunity that were identified and we will be coaching the appliance sales team to ensure future issues do not occur. Moving forward I will be contacting Ms.[redacted] to ensure her satisfaction has been met. If Ms.[redacted] has any additional concerns, she can contact me at 308/XXX-XXXX. Since we have noted the actions taken to satisfy Ms.[redacted], we ask that 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.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

September 11, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: 18894034
Revdex.com File No: 94567925/[redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
This letter...

serves to confirm that Sears Home Improvement Products, Inc. (SHIP) has been in contact with Ms. Thomas. On September 2nd, we visited Ms. [redacted]' home to install the tile in her bathroom. During this visit, it was found that the tile installation could not be completed until the tub apron was installed. The apron has been ordered and is expected to be shipped to us by September 15th. We anticipate the arrival of Ms. [redacted]' doors by the end of this week and Ms. [redacted] has selected an installation date for next week.
We respectfully decline Ms. [redacted]' request for compensation as compensation is not a contractual obligation. Ms. [redacted] used vacation days so that she could personally be present for her bathroom remodeling. We have advised Ms. [redacted] that we do not offer compensation for lost wages.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] extension [redacted] or via email at Heather[redacted]@searshomepro.com.
Sincerely,
Heather [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Lisa [redacted] via 1st class postage

January 11, 2017
 
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re: [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and her request to receive $37.26.
 
It is unfortunate if we failed Ms. [redacted] expectations and we can understand her frustration with the series of events noted in her complaint. After reviewing the complaint filed, we sent an email correspondence to Sears Shop Your Way Rewards department to research further. For more clarification, we have arranged for our Shop Your Way Reward team to contact Ms. [redacted] directly. This department will go over the transaction and return she made as well as explain what happens to the points when an item is returned. Ms. [redacted] may also contact the SYWR department for any questions at [redacted]. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] 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, 
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation

August 25, 2016
Dept of State, Division of Consumer Protection
Attn: Tonya [redacted]
One Commerce Plaza, 99 Washington Avenue
Albany, NY 12231-0001
Our File No: [redacted] Angie [redacted]
Your File No: [redacted]-WEB
Revdex.com Case #...

[redacted]
Via: First Class Mail
Via Facsimile: [redacted]
Dear Ms. [redacted],
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attention. We appreciate the opportunity to address Mrs. [redacted]’s issues. On behalf of SHIP please know that we do value her as a customer and apologize for any frustrations/inconveniences she may have experienced.
SHIP will send an independent third party company to determine if the installation is to code/standards as well as to determine if there are any damage issues. The third party assessment/inspection is also being done to determine if in fact there are any issues with the installation. If any issues are found to be SHIP’s responsibility they will be addressed promptly. The third party will call Mrs. [redacted] to schedule the inspection.
We want to thank Mrs. [redacted] for her cooperation and patience. Her patronage is valued by Sears. We appreciate the opportunity to address her issues. If you have any questions or concerns, please contact me at 1-[redacted] extension [redacted], or via email at richard.[redacted]@searshomepro.com
Sincerely,
Richard [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Website
Angie [redacted] via First Class Mail

Faithful coustmers who has been screwed by the 5 year extended warranty.

I am on my 8th service call to fix my ice machine. A 2000.00 refrigerator.

Taken off wor - have my own case number. Nothing.

I could go on but it's to disheartening to put in words.

I can get thru to anyone - I am bounced around just to keep me hopeful with no success.

June 17, 2016
 
0pt" class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding a washer and dryer that did not work properly.
 
We have received Mr. [redacted] complaint and apologize that his washer and dryer did not work as designed.  Unfortunately, due to the units being ** branded, they are repaired by the manufacturer, **, rather than Sears.  Mr. [redacted] requested a refund to which was granted and has since been received.  We again apologize to Mr. [redacted] and because we have addressed Mr. [redacted] complaint, 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]

Complaint: [redacted]
I am rejecting this response because:
Yes, someone show up to look at the dishwasher.  Thank you for that. 
The problem that still remains is that when we initially spoke to the service department, we told them what was wrong and what was needed.  At that time, we should have been given the price for the panel - this way we could have made the informed decision that it was not worth fixing.  The part was worth more than the dishwasher itself. 
The technician that showed was very knowledgeable and discuss this with us.  Had this been communicated to us when we called and told service this was the part needed, we would have not had to waste all this time, got stood up and then had to call numerous times to get someone to our house.
I feel that the service department is not knowledgeable nor are they exercising good customer service.  In fact, this was poor customer service.
I do not agree that we should have had to pay a service charge fee.  But we did.  Good customer service would have been to waive the fee considering the awful experience we had with Sears as well as in the end having to purchase a new dishwasher.
Sincerely,
[redacted]

July 29, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]...

complaint regarding the problem she encountered when she attempted to return tractor belt after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] purchased the tractor belt May 27, 2016, and then attempted to return it on July 8, 2016 she was clearly over the 30-day “hassle-free” return period.
Ms. [redacted] mentioned that our store associate assisted her with selecting the correct belt when she made the purchase and then again when she returned to confirm it was the correct part number. There is no way to actually verify something that may or may not have been said over 2 months ago. We contacted Ms. [redacted] and informed her that her request to return the belt has been denied. However, for customer satisfaction, we offered her $34.99 worth of Shop Your Way Reward points and she accepted the offer. On July 28, 2016 the SYWR points were added to her account and will expire in one year. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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]

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.
Although I accept the replacement of 599.99 for snow blower but I don't know how Sears will respond to the deposit of $50.00 +tax 4.32 which they charged at the repair shop. I definitely would like to express my gratitude at this time to you(Revdex.com) without you involved in the matter Sears holding gave me enough run around that I don't even want to mention at this time.  
Once again thank you for your help.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/13) */

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding Sears Home...

Services and repairs to his refrigerator.
[redacted] Sears Home Services Support Specialist provided the following response:
On October 13, 2015, a Sears Home Services technician was dispatched to [redacted] home to install two previously ordered rails. Once the service call was completed I had the pleasure of speaking with [redacted] who informed me that the unit is working fine. Moving forward, if I can be of any further assistance to [redacted], he can reach me at [redacted]. Since it is my understanding that [redacted] was satisfied with the actions taken by Sears to resolve his concerns, we ask that 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]
[redacted]
[redacted]
[redacted]

October 3, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint...

regarding his dissatisfaction with the multiple service attempts on his tractor and it continues to have the same issue.
We apologize that Mr. [redacted] tractor failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after we have made multiple attempts to service the tractor and it continues to have the same issue.
Upon receipt of Mr. [redacted] complaint, we reached out to [redacted] Customer Service Rep with Commercial Sales, to assist with Mr. [redacted] concerns. She reviewed the service history on the tractor and determined that Mr. [redacted] is warranted a replacement tractor. However, a tractor is considered a seasonal item and availability for a replacement tractor is scarce. Therefore, Ms. [redacted] contacted Mr. [redacted] and offered to return the tractor for a refund; Mr. [redacted] has accepted the offer and a pick-up of the tractor has been scheduled. With that being said, since it is our understanding that a return of the tractor for a refund is a resolution that has met with Mr. [redacted] approval, 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

I KEEP TRYING TO SUBMIT AN IMAGE BUT I CANNOT SUBMIT THIS RESPONSE WITH A PICTURE!! Please help me as I would like to show you my proof of their advertised price in more than one location also!!
Complaint: [redacted]I am rejecting this response because: This price was advertised for several days. Apparently Sears does not take any responsibility because they can put a disclaimer disqualifying everything. This seems very convenient for them to not take any responsibility. Anytime a seller decides they do not want to stand behind their advertised price, they are covered by a "disclaimer"!!
Also, I REFUSE to contact the seller [redacted] again....they were rude, condescending and not helpful at all and I have shared this information with Sears multiple times. Why would Sears even suggest that I contact this seller again and subject me to this abusive seller??
Also, Sears makes it sound like I am being unreasonable because I refuse to send back the incorrect item until I receive my correct item. I do not feel I am being unreasonable, this seemed to be the only clout I have over this entire situation. And to update you and Sears, I did send the product back a few days ago. Honestly, with all of the money I have spent at Sears over the years, I expected much better from them than this.
Sears, stand behind your services and your MarketPlace Seller program. 
The only resolution I will find fair is to get the vacuum cleaner I ordered at the price that it was advertised for which was the price I ordered it at.
Sincerely,[redacted]

please explain to me why your sears.com is so non professional. I ordered an item april 19th and was to be delivered april 25th. I chatted with sears.com and they said give it 8-10 more days to ship. I called and was informed my order HAS TO BE CANCELED. So the person did so... I paid with SYW points and paypal. So still waiting for my refund. I had to call to get my SYW points added back to my account because they were not there:( Then after seeing the way the PERSON OVERSEAS refunded with a gift card... which I paid with paypal so was so confused I called and talked with 10 plus people and got the ran around. I DID NOT get a gift card and I DID NOT GET MY REFUND!!! I want my money back. Oh and the best was today I called asked for the person was in the U.S. and was told yes in Nevada. Then found out I was lied to because they were in the Philippines. I feel like customers deserve more respect than this....

July 19, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint...

regarding the problem she encountered when she attempted to return the Craftsman Storage Shed and shelf after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. We would like to note that the return policy is listed below the description of the storage shed she purchased online. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”Since Ms. [redacted] purchased the storage shed on May 26, 2016, and attempted to return it on July 11, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the storage shed is covered by the manufacturer’s 10-year warranty. Since Ms. [redacted] mentioned in her complaint that the storage shed is defective, we informed her that we would exchange it for the same model. As a one-time courtesy, we offered to cover the delivery and haul away on the exchange. We explained that in future, she would have to follow the manufacturer’s instructions for an in-warranty issue. She accepted the offer and requested delivery of the storage shed scheduled for August 15, 2016.
We explained that the shelf was over the 30 day return period and did not qualify for a return or exchange. As for the [redacted] Shop Your Way Reward points, we researched and discovered that the points were deducted, but due to a system glitch the purchase did not provide a receipt. When the shelf was returned the points were not credited since the system could not relate it to the initial purchase. On July 19, 2016 we manually issued [redacted] SYWR points to Ms. [redacted] account. In the interim, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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]