Sears Holdings Corporation

September 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94567621-Kenneth [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding a recent...

store visit.
According to our records, Mr. [redacted] poke with a representative from our Executive Office after he filed complaint. It seems that this was misunderstanding on the part of the assistant manager that interacted with Mr. [redacted]. He was under the impression that gift cards could not be purchased with a credit card. The store manager, Justin [redacted], has taken appropriate action to ensure that this does not happen again. We appreciate Mr. [redacted] patronage and apologize for what happened. If Mr. [redacted] still has any further concerns, he may contact Justin during normal business hours at (940[redacted]. Accordingly, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) [redacted]
Tammie.[redacted]@searshc.com

September 7, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]–Stacy [redacted]           Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’s complaint regarding the installation of her water heater.   Unfortunately, our contractor that covers Ms. [redacted]’s area failed to respond in a timely manner due to a tragedy involving his family. Regardless, he have spoken with Ms. [redacted] and she has been provided with a resolution that she has indicated is satisfactory; therefore, 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 ([redacted]-[redacted] Tammie.[redacted]@searshc.com

December 14, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: #10968561 – Brittany E. -[redacted]Dear Ms. [redacted],We have completed the investigation of Mrs. [redacted]
complaint...

regarding her dissatisfaction with our customer service and our store’s
failure to provide a refund for her layaway payments.It is unfortunate that we failed Mrs. [redacted]
expectations when she recently used Sears layaway and online payment
system.  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.  Additionally, we spoke with our
store and revealed that they were unable to locate any system errors that may
have prevented Mrs. [redacted] payments from transferring to her
layaway account, but it was apparent from her statements that they were not
applied.  Therefore, our manager spoke with
her again on December 1, 2015, and invited her to return to receive a refund of
$127.98 in-store.  Mrs. [redacted]
accepted this offer and agreed to return on December 2, 2015.  At this time, we can only reiterate that we truly
regret any inconvenience she may have experienced.  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, but we would understand if this
is not possible.  We respectfully ask to
have this matter closed, since we have noted Ms. [redacted] comments
and the requested resolution has been provided. We appreciate the opportunity to address this
matter.  Please feel free to contact me
if you have any further questions or concerns. Sincerely,  Nicki [redacted] Regulatory Complaint Specialist[redacted]1-800-762-3049 Ext. 87741

January 26, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  [redacted]                      Dear Ms. [redacted]   We have completed our investigation regarding Ms. [redacted] complaint regarding her shed.              District Manager [redacted] provided the following response: We have provided Ms. [redacted] with a refund as well as a gift card as a conciliatory gesture. Ms. [redacted] indicated that this resolution met with her approval. Accordingly, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

September 22, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear [redacted]   We have completed the investigation of Mrs. [redacted] complaint regarding her weedwacker.   First, we would like to apologize to Mrs. [redacted] for failing her expectations in regard to her weedwacker. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mrs. [redacted].   Upon receiving Mrs. [redacted] complaint, we contacted Carry-in Repair Supervisor [redacted] for assistance.  After Mr. [redacted] reviewed the complaint and the notes in our service system, he contacted Mr. [redacted].  Due the issues Mr. [redacted] has been experiencing with the weekwacker, Mr. [redacted] offered him an in-warranty exchange.  Mr. [redacted] accepted and will return to his local Sears to receive his new weedwacker.  Since it is our understanding that the aforementioned resolution meets with Mr. and Mrs. [redacted] approval, we ask that this matter be closed.   Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist

I bought a refrigerator on January 7, 2017 at the Sears store in Sarasota, Fl. It was delivered on January 17, 2017. At that time I told the delivery man that the ice make on the refrigerator was disconnected and I do not want the new one connected. He proceeded to look for the connector under the sink. I told him it was disconnected when I bought the house 7 years ago. He still look under the sink and put his hand in there and was touching something. The old frig went out and the new one came in with no problems. That was on a Tuesday. On Saturday we noticed a bad smell under the sink. On Sunday afternoon the tile floor near the sink erupted and about 4 tiles popped up. The water line for the old ice maker was behind a drawer. We pulled it out from there and it was running water into the floor beside the sink and then went into the floor in the bottom of the built in china cabinet. Then it came onto my carpet in the dining room. That floor swelled up. The shut off that worked for 7 years was not working and we tied it off. I called the man who sold me the refrigerator. He gave me the home delivery number. They told me someone will call me in three or four days. waited three days, called they back to tell them no one has called us yet and the house has a bad mildew smell. was told someone will call tomorrow. Waited till about 3 on O'clock Saturday and called again. was told someone will call me today. Time and again I told them that my husband has C.O.P.D. and is on oxygen and cannot live with the mildew and mold in the house. No one cared. A person called me back and said someone will be out on Monday. I asked for a timeline. couldn't give me one. He asked me to send pictures of the damaged floor. I did but told him the floors under the sink and china cabinet are damaged too. I waited all day on Monday called again and the man said they service my area on Tuesday not Monday. When are they coming, give me a timeline. He said they would give me a two hour timeline. Waited Tuesday, no one called. Call the office, no one there. Called the other number was told they would call me back in thirty minutes. Waited at hour, no call. I called again. Said they would be here with-in the hour.
It was difficult to understand the telephone operators at times because the calls are out-sourced over seas.
I could never reach anyone the Sears corporate office to register a complaint about the delivery company.

June 28, 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 the delay in the repair and the charges he assessed for the in-home visit to service his washer.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled service for the repair of his washer. Upon receipt of Mr. [redacted] complaint we reviewed the service order and case notes related to his washer. According to our records, Mr. [redacted] has been working with [redacted], Case Manager with Executive Member Support, regarding the repair and the billing dispute. Mr. [redacted] confirmed that we were able to provide a sooner service date to install the parts that our technician had ordered; the repair was completed on June 18, 2016. For customer satisfaction, Mr. [redacted] offered Mr. [redacted] a partial reimbursement on the service charge, which he accepted. Mr. [redacted] should receive the credit within 3-7 business days. With that being said, since the washer has been repaired and the partial reimbursement is a resolution that 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]

We purchased a [redacted] Elite Dishwasher for $1022, and during the first year of use the top rack fell out. The A&E Sears contracted repair man said he'd seen this a lot and advised we not put ANYTHING other than the lightest items, which we had not been weighting it down. But we began consciously putting only plastic, light items. Rack breaks again (it's the wheel assembly) and we pay to fix. It's now broken a third time and we feel Sears should replace based on this is NOT normal wear and tear, it is a PRODUCT DEFECT, especially if one calls a product elite and charges $1000 for it!

October 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569237 - Jadd [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s rebuttal regarding his dissatisfaction with our response and his request for compensation for his time, frustration, and lost wages.
We have reviewed both Sears' response and Mr. [redacted]'s rebuttal, and we do not find that Mr. [redacted] has brought any new information to his complaint. We do understand that he was dissatisfied with the service he received, but as stated in our previous response we are unable to grant his request for $500.00 compensation. With all due respect to Mr. [redacted], we feel this request is unreasonable and unjustified, especially considering that our website and store policies do not offer compensation under any condition. Furthermore, it may be important to note that Mr. [redacted] has been made whole through credit and check refunds equivalent to the full amount he paid to Sears and the complaint process of the Revdex.com (Revdex.com) specifically states that "Complaints seeking compensation or damages in excess of amount paid" are beyond the purview of the Revdex.com. With that having been said, we empathize with Mr. [redacted]'s situation and would be willing to issue him a $75.00 Sears gift card solely as a good will gesture. If he would like to accept this offer, he may reply to the Revdex.com or contact Regulatory Complaint Specialist Nicki [redacted] at [redacted] within 30 days from the date of this letter and specify whether he would prefer to receive his gift card by mail or email.
Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. We apologize that Mr. [redacted]'s experience did not better represent the level of service customers expect from Sears and respectfully ask to have this matter closed, pending his response.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
800-762-3049 Ext. [redacted]

June 2, 2016
 
0pt" class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted] [redacted]
 
Dear [redacted]
 
We have completed the investigation of Ms. [redacted] complaint regarding her recent visit to one of our auto centers.
 
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of Unit# [redacted]  Mr. [redacted] called Ms. [redacted] and discussed her complaint.  Ms. [redacted] refuses to bring her vehicle back to the auto center for an evaluation.  He suggested Ms. [redacted] take her vehicle to a sister Sears auto center for assistance to which she declined.  That being said, because we have addressed Ms. [redacted] complaint, 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.
 
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]

April 26, 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 her recent online order.   It is unfortunate that we failed [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in her order, we confirmed that all pieces of the order had been returned. Therefore, we have processed a full refund of $500.15 back to her [redacted] account ending in [redacted] For [redacted] records the return receipt number is [redacted]. Additionally, we hope that in the future [redacted] 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 [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

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.
I'm just waiting for the check to come in the mail. As long as it does come I'll consider this case closed (it seems to be taking a while to get it though). All that I wanted from this whole complaint was for them to keep their promise the rep made over the phone as far as making sure that replacing the tire gauge would be covered by the warranty. I'm just glad this was resolved quickly.
Sincerely,
Jacob [redacted]

August 5, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]–Carl [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding his battery.   There is a Sears Auto Center in Wayne, New Jersey, which is less than 10 miles from Mr. [redacted] home address. The manager there is willing to give Mr. [redacted] a replacement battery if it fails the charge test and needs to be replaced. This would be performed to verify that a battery is defective prior to providing replacement in any instance. Mr. [redacted] will also be required to provide a copy of his receipt as proof of purchase, which again would be required of anyone requesting relief under their manufacturer’s warranty. Mr. [redacted] may contact the [redacted] and ask for the manager, Alexander, or Victor, his assistant, at [redacted] during normal business hours if he has any further questions.  In the meantime, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 5, 2015/07/23) */
Contact Name and Title: [redacted]
July 23, 2015
[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 Sears Duct Cleaning.
First, we would like to apologize to Mr. [redacted] for failing his expectations when he recently contracted with Sears Duct Cleaning. Upon receiving Mr.[redacted] concerns, our office contacted Quality Control Manager[redacted] for assistance. Ms.[redacted] subsequently spoke with Mr. [redacted] regarding his concerns. Mr. [redacted] advised Ms.[redacted] that he was not seeking reimbursement, but wanted to provide feedback in respect to the advertisement and the expectations that were set. Ms.[redacted] assured Mr. [redacted] that his valuable feedback would be forwarded to the appropriate departments. Additionally, Ms.[redacted] offered Mr. [redacted] a 30% discount off of a future service as a conciliatory gesture. With that said, since it is our understanding that Mr. [redacted] is satisfied with the outcome of his complaint, we ask that this matter be closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms.[redacted] did contact me, concerning this matter. She did apologize and told me that they would contact the technicians and managers involved in this matter to ensure that this will not happen in the future. Whether that happens or not remains to be seen.
Ms.[redacted], additionally, offered services by Sears duct cleaning at a 30% discount in the future. I obviously do not care to take them up on that offer. I requested that they give me a similar discount on a Sears appliance, as compensation for the 3 trips that I made in vain for the original duct cleaning. Ms.[redacted] stated that she could not comply with that request.
So, basically, I gained nothing from this complaint other than a promise to rectify their system in the future.
Final Business Response /* (4000, 9, 2015/07/28) */
July 28, 2015
[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 to our previous response.
Within Mr.[redacted] original complaint, he stated that he was not seeking reimbursement, but was primarily concerned that with the integrity of the advertisement. In response to that concern, Ms.[redacted] contacted him to discuss the matter. Additionally, as a courtesy, Ms.[redacted] offered Mr. [redacted] a 30% discount off of a future service as a goodwill gesture. Unfortunately, Ms.[redacted] does not have the empowerment to offer any discounts off of a Sears purchase as Sears Duct Cleaning is a franchise operation; any discounts she can offer must be off of services rendered by Sears Duct Cleaning. If Mr. [redacted] would like to reconsider the aforementioned offer, he may contact Ms.[redacted] at (XXX) XXX-XXXX. In the interim, we ask that this matter remain closed.
We appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

Initial Business Response /* (1000, 5, 2015/08/17) */

[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]'s complaint regarding...

Sears Carry In Repair Service and repairs to her lawn mower.
We feel it is first important to note that Craftsman hand told carry a lifetime replacement warranty. Craftsman lawn mowers carry a 2 year warranty. This can be confirmed by reviewing the warranty which is detailed on page 2 of the owner's manual provided to Ms. [redacted] when she took possession of her mower. That said, unfortunately, it is a fairly common occurrence to break a crankshaft and in most instances it is caused by having the blade make contact with something other than grass. This can include tree roots, curbs, concrete, rocks, and even the ground if it is hard enough. In addition, improper maintenance or grass buildup under the deck of the mower can also cause the crankshaft to bend. All manufacturers specifically mention in their manuals all precautions that should be taken before mowing grass. No mower is designed to withstand a moving part coming into sudden contact with a hard object, though it is possible to be fortunate at times and sustain no damage. Sometimes, a consumer might be unaware that they have bent the crankshaft since at first they might only experience an excessive amount of vibration. Eventually though, the stress on the system will cause the mower to fail. In all instances of a bent crankshaft, it is categorized as customer misuse. It is an industry standard that a bent crankshaft, or any other customer abuse, voids all manufacturers' warranties. This also would include any "money back guarantee" warranties. Again, in the previously given example of broken glassware, most people would acknowledge that it would be unreasonable to expect a refund if they broke an item before returning it. Likewise, while we understand how frustrating it can be if the product is new, we are unable to refund money or repair mowers that the customer damages through improper use. In Ms. [redacted] 's records, it seems the service unit was in no doubt that her mower's problems were due to a bent crankshaft. As we stated above, it is not for us to speculate how Ms. [redacted] might have damaged the crankshaft, since the manufacturer deems any of the ways it could be damaged as customer abuse. Because of this, we are unable to provide any further assistance on this issue. We respectfully ask this complaint to be closed, as the decision we have rendered is final and immutable and conforms to all warranty obligations.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't have rock in my front yard or my back yard my motor is keep in my shade no step. it is a flat all I have to do is roll my motor out of the shade so and I don't roll over paper because I don't won't the paper to get caught under my motor. so I was talking to my ac man and he told me sear told him that same lie and he told me that all sear people do is lie it not the crankshaft my ac man name is [redacted] her is his number XXX-XXXXXXX [redacted] said after he cut up with them they claim they lost his motor and gave him a new one I'm 70year old I take care of my thing so I no sear is telling u all a lie .I told one of the lady who call my phone they was lie and went she told me to fix the motor will be $ 396.00 I told that lady she most have hit her head and I hang up my phone all I won't is my motor fix or replace it
Final Business Response /* (4000, 9, 2015/08/18) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL XXXXX
Re:[redacted] # XXXXXXXX
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s rebuttal regarding Sears Carry In Repair Service and repairs to her lawn mower.
In our initial correspondence we noted that tree roots, curbs, concrete, rocks, and even the ground if it is hard enough can cause a bent crank shaft to occur if the blade comes in contact with it. The fact of the matter is that the mower shows evidence of being damaged and the repairs are not covered by the manufacturer's warranty. We reiterate that it is not for us to speculate how Ms. [redacted] might have damaged the crankshaft, since the manufacturer deems any of the ways it could be damaged as customer abuse. Because of this, we are unable to provide any further assistance on this issue. We respectfully ask this complaint remain closed, as the decision we have rendered is final and immutable and conforms to all warranty obligations.

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

August 10, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Bridget M. [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’s complaint regarding her washer.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her washer.  Upon researching Ms. [redacted]’s concerns, we found that she purchased the washer on September 3, 2012, and accepted delivery of the unit on November 16, 2012.  Since 2012, Ms. [redacted] has had one service call completed; on July 12, 2014, a Sears technician leveled the washer and tightened the agitator.  Additionally, the Master Protection Agreement (MPA) that Ms. [redacted] purchased for the washer on July 14, 2014, expired last month.   With that said, even though Ms. [redacted]’s washer has a limited service history, as a one-time courtesy, we have reinstated the MPA coverage until January 15, 2017.  Ms. [redacted] can call our service number, (800) 469-4663, to schedule a repair under her extended coverage.  Additionally, if Ms. [redacted] has any questions about her MPA, she is welcome to call our Protection Agreement office at (800) 827-6655.  In the interim, since a fair resolution has been provided for Ms. [redacted], we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   Melissa [redacted] Regulatory Complaints Specialist

December 29, 2015 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted]
* We have not completed the investigation of [redacted] complaint regarding her tractor. [redacted] is currently scheduled to have a technician re-examine her tractor on January 8, 2015.  An earlier appointment was scheduled for December 21, 2105, but [redacted] requested that it be changed.  Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter.   We are confident that a fair and reasonable resolution will be reached, so we ask that this case remain open, pending the completion of [redacted] service call.  Thank you for your patience. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely,              [redacted] Regulatory Complaints Specialist

June 14, 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 dresses she purchased 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 Ms. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. 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...” Furthermore, it is not an associate’s responsibility to anticipate questions that a consumer might have. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the dresses on April 18, 2016, and then attempted to return them on June 10, 2016, she was clearly over the 30-day “hassle-free” 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. We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. 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. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request
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]

Initial Business Response /* (4000, 9, 2015/09/24) */
September 24, 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] complaint...

regarding the delay in receiving his purchased mattress set.
We would first like to apologize for our delay in completing the delivery of 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 fill Mr.[redacted]' order, the delivery date has been rescheduled on several occasions and we apologize for this. Currently there is a pending delivery for October 03, 2015. Once the delivery is completed, we will be contacting Mr.[redacted] to discuss compensation. At this time, we have closed our files pending the delivery of Mr.[redacted]' mattress set. Once the delivery is completed, we would gladly re-open his complaint and provide the final resolution that was provided to him.
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]
Initial Consumer Rebuttal /* (4200, 11, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm saying "No" because SEARS Holdings Corporation needs to take a close look at the Ware House and Delivery department. At this point I do not believe it will happen. I went to the Sears store in [redacted] and spoke with[redacted], the store Manager, who introduced me to Ms.[redacted] the associate in their Mattress department. She established contact with the warehouse after setting up a new sales receipt for the foundation and bed frame and a September 30 delivery date. On September 24, 2015 I receive a conformation delivery for October 3, 2015?? This is the date of our Great Grandson's 3rd Birthday which we planned for two months ago with hotel reservations. The store went above and beyond and should not be faulted, the warehouse, again, has disappointed, infuriated and greatly frustrated me and my wife. My wife has slept on the floor since August 4, 2015, she is 71 and we live on social security and a pension. Today at the store I was told that someone from the warehouse would call, no one called. This has been going on since the start of this whole ordeal. I get told that someone from delivery or the warehouse will call and does not happen. I have made so many phone calls; [redacted], Sears Member Services XXX XXX-XXXX, [redacted] Home Delivery Team, XXX XXX-XXXX ext. XXXXX and the many numbers that connected me to the other side of the world. I thought for just a moment that this was coming to a favorable conclusion but it seems that Home Delivery only works at their convenience and not the customer. I cannot accept this delivery date (October 3, 2015) because we promised a 3 year old that we would be there. The trip is 3 1/2 hours away and it doesn't look like the person that was supposed to call is not and no one answers their phone. Again very disappointing and frustrating. You have my wife in tears and this I cannot excuse!
Final Business Response /* (4000, 13, 2015/10/05) */
October 5, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation of Mr.[redacted] rebuttal to the response we previously sent.
After reviewing Mr.[redacted] response, we contacted him on October 5, 2015. We provided Mr.[redacted] via email a copy of all the credits that were issued towards his canceled order. In addition, we also confirmed that the promised $100.00 gift card was processed accordingly. We also informed Mr.[redacted] that we would follow up with him on Friday October 9, 2015 to ensure that he received the concession. At this time, since we were able to provide a resolution that was satisfactory to Mr.[redacted], we respectfully request this case remain closed.
We 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]
Final Consumer Response /* (2000, 15, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have a Bed! SEARS Holding Corporation and Sears Roebuck & Company, have done everything to bring this ordeal to a close; and my wife and I thank them and the employees involved. The problem with the Warehouse and Delivery teams has been resolved. The continuing issue is with the customer service/Billing/Credit which has not corrected my monthly bill. I called them (number on the back of credit card) and brought up the still unaccounted for payments for 8/12/2015 $213.00 and 9/9/2015 $213.00 posted for those dates. After 30 minutes the call was disconnected? I will attempt to call them back. I will talk to Ms.[redacted] on Friday and let her know of the outcome, if any. So, I am glad to report that the Delivery issue has been resolved.

I bought a dishwasher from Sears.com (online) on 12/26/2015. The site stated that the order would be received 1/2/2016. The order said that is would be received 12/28/2015. Today is 12/29/2015 and we have not received the dishwasher and we have not received a call from Sears. I called Sears (two different numbers and high on hold times) and was told the earliest delivery date is 1/5/2016. Unacceptable!