Sears Holdings Corporation

September 29, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94569257 - Yvonne M. [redacted]
Dear...

Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that her range failed too soon, the multiple service attempts and her request for a refund.
Upon receipt of Ms. [redacted]'s complaint, we reviewed the service order and case notes related to her range. Our records indicate that Ms. [redacted] purchased the range on August 13, 2014 and scheduled delivery for November 5, 2014. The range was serviced on April 4, 2015 for a shorted meat probe receptacle; on July 23, 2015 our tech replaced a generator board. Ms. [redacted] called again for service and on September 2, 2015 our tech replaced the left generator board again, but the range still failed. The tech ordered the right generator board and scheduled to return on September 14, 2015 to install; however, Ms. [redacted] was not home for the scheduled appointment and on September 22, 2015 she refused service. According to the case notes, Ms. [redacted] contacted our Customer Solutions Team on September 2, 2015 and requested a replacement. Due to the multiple repairs, Ms. [redacted] was approved for an in-warranty exchange from Sears. Ms. [redacted] called back again on September 5, 2015 and requested to return the range for a refund instead of an exchange. The associate mistakenly informed Ms. [redacted] that she was still within the 30 day return period because she thought the range was purchased August 13, 2015; and the request for the return was submitted. At this point the error on the dates was noticed and Ms. [redacted] was notified that she did not qualify for a return and could only exchange with another range from Sears. Ms. [redacted] stated that Sears did not have another range that would fit in the space provided since her counter top was custom fit for the current range.
As clarification, Sears does have a 30 day Satisfaction Guarantee period for appliances that starts on the date of delivery. Since Ms. [redacted]'s range was delivered on November 5, 2014, then the return period expired on December 5, 2014. We contacted Ms. [redacted] and provided her with a different but comparable model sold by Sears with the same dimensions and features of her current range. Ms. [redacted] did not accept the model, and continued to request for a return. For customer satisfaction and as one-time offer only, we agreed to return the range for a full refund. On September 29, 2015 we processed the return and the pick-up is scheduled for October 1, 2015. Ms. [redacted] has been informed that we will issue the credit once the range has been received, then she will receive a bank check for $2,358.74 within 10 business days. In the interim, since we have provided Ms. [redacted] with her desired resolution, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

Complaint: [redacted]
I am rejecting this response because:
 
I've heard from the local business as described in the response from the business owner.  I've have not received the "exchanged" tools as described in the response, so until those tools arrive, I'm still not going to declare this issue as resolved.  I'm kind of surprised as to how slow this complaint was handed by the business owner. It's been over 3 weeks; this is something that should have been handled much faster.  I'll notify the local business manager once the missing tools have been received or "otherwise".
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
NO ONE HAS TRIED TO CONTACT ME! They have my business number and my cell phone and I have no messages on either.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/07/30) */
July 30, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation Ms.[redacted] complaint regarding...

her 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 tractor. 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] 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] complaint, so that future problems can be averted. On July 28, 2015, the technician returned to Ms.[redacted] home to install the parts that were previously ordered. While the repair was completed, the technician noted that the tires had been removed from the tractor.
Unfortunately, since Ms.[redacted] purchased the tractor in March of 2014, a refund is not an option. Per Sears' Return Policy, Ms.[redacted] had 30 days to return the tractor for a refund or an exchange. However, Ms.[redacted] can call (XXX) XXX-XXXX to cancel her Repair Protection Agreement (RPA) for a full refund while her tractor is still under the two-year manufacturer's warranty. The cancellation must be processed before April 1, 2016, to qualify for a full refund. See the excerpt below from the RPA regarding cancellation and refunds:
"If this Agreement is cancelled by you or us:
During any time within the full manufacturers warranty period (parts & labor) you will receive a 100% refund of the total price paid for this Agreement."
Again, we sincerely regret any inconvenience Ms.[redacted] may have experienced due to the delay in repairing her tractor. With that said, since we have completed the repair to Ms.[redacted] tractor, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms.[redacted] and we appreciate the opportunity to address this matter.

Sincerely,
[redacted]
Regulatory Complaints Specialist





Initial Consumer Rebuttal /* (3000, 10, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician did indeed come to our home to install parts ordered on July 28. As Ms.[redacted] noted, the tires were removed and not replaced so I do not understand how the repair was complete. Only one tire was shipped, even though the packing list said two were in the box. The technician is the one that opened the box and said he would have to take that one, get another one, mount them and bring them back to install. That certainly does not seem like a completed service call to me - unless Ms.[redacted] can give me instructions on how to mow without tires. Additionally, the tractor was not tested. It was pouring rain when the technician left, so he was unable to perform testing. However, my husband started the tractor and all that is coming out is smoke. The whole deck had been replaced, so we have no idea what is wrong now. We are going on three months in the middle of summer without our lawn tractor.
The technician was here on Tuesday (July 28) and promised us that he would be back either, Wednesday or Thursday. He assured us that if Sears would not allow him to come on one of those days that he would use his day off (Friday) to bring our tires back (which we believed was above and beyond his job responsibilities, but he said that he understood and felt bad about the trouble we had been put through). However, he also told us that he was probably going to turn his truck back in on Thursday because he was being wrote up for not completing enough jobs - with ours being case and point. That he could not complete without the correct parts he ordered. He said the backlog on service calls was tremendous, that the techs were working 14 hours or so per day and most of the calls were exactly like ours - the parts ordered had not been shipped. He also said that he had gotten in trouble about ordering so many parts for jobs, including ours, and said that he only ordered what was needed to accurately repair our lawn tractor, not just "rig it". He said that the issues with our tractor came from the factory - the actual deck frame was bent, the light cast was cracked at the base, it had the wrong tires for a tractor, etc. He had to order $1,300 worth of parts. However, on July 28th, when I signed for parts installed, it was only $700. He said there were several parts he ordered that didn't ship but fortunately, he had several extra on his truck and could make it work. When I signed, I asked if I should make a notation about the tires but he told me that he had made the notation and again assured me that we would have them installed by that Friday.
On Friday, when we had not heard back from anyone, we called the District Manager again. We told him about the tires and about the smoke when engaged and he said that he would find out what was going on and let us know first thing Monday morning (August 3). At 2:00, my husband called him because we had not received a phone call. He told us that he was checking it right then and would call back within the hour, which he did. He said that the technician did indeed turn his truck in and that our one tire and both wheels were on the truck. He said that he had to find another tire and open a "new order" because the other had been closed out as completed and that he would also have to get a date for service to have them installed and check what was making the tractor smoke. He said that he was calling everyone, including teams in North Carolina, and doing everything he could to try and get us taken care of. I truly believe that he is doing everything in his power to do exactly as he said, but his authority obviously only goes so far. I asked why this would be a "new order" because it was the same one, just not complete. Apparently, the Routing Manager had closed it out and he explained that once closed, they could not reopen. So our service call shows complete, even though as previously stated, the tractor wasn't tested - and is smoking upon engaging it, and we have no tires. I would like an explanation of how that call is complete. I would also like to know why we now have to wait AGAIN to get service. This has been going on for several months now.
I completely understand Sears Return Policy. I have thoroughly read the Service Policy as well. While there is not a specific time frame on obtaining service listed in the policy, I believe that any "reasonable person" would find three months to be unacceptable. I find it hard to believe that we are an "exception", but if we are, then Sears should make an "exception" and refund our money for the tractor, not just the RPA. By the way our tractor has performed since purchased, it is obvious that we will need the RPA if we cannot get a refund on the tractor.
Final Business Response /* (4000, 12, 2015/08/06) */
Contact Name and Title: [redacted] LANDO
August 6, 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] rebuttal to our previous response.
Since Ms.[redacted] was still having issues with her tractor, a follow-up appointment was scheduled for August 4, 2015. The technician replaced the rear tires, reinstalled the deck belt and leveled the deck. It is our understanding that the smoking issue has been resolved. Again, if Ms.[redacted] does not wish to keep the RPA coverage, she can contact our Service Contracts Department at (XXX) XXX-XXXX to cancel the agreement. As long as her tractor is under the manufacturer's warranty, a full refund can be provided. However, since the tractor was purchased nearly a year and a half ago, a refund is not an option. While Ms.[redacted] states that the tractor has been problematic since it was purchased in March of 2014, the first request for service did not happen until June 1, 2015. The service history for the tractor (two calls) is not excessive and not an indication that an inherent problem exists with the tractor; therefore, we do not find that an exception to our return policy is warranted. With that said, since we have addressed Ms.[redacted] remaining repair issues and documented her follow-up comments, we ask that this matter be closed.

We appreciate the opportunity to address this matter.

Sincerely,
[redacted]
Regulatory Complaints Specialist

Complaint: [redacted]
I am rejecting this response because:
The lack of customer service by this company is appaulling. The company has not attempted to contact me to even try to make a resolution. During the time of the warranty, the company never resolved the issues with the fridge and never made the proper repairs to make it in full functioning order. Furthermore, Sears states that it records customer calls for customer service quality. In the phone calls I am sure the company can review what was discussed on the numerous phone calls I placed. I have contacted a [redacted] and it was made clear that a fridge should last more than sixteen days and has an intended usage life of seven to ten. Sears should be held accountable to repair the fridge since it was not properly fixed during the time it was covered. If the fridge leaked,  did not cool down, and caused food to perish within the first sixteen days and it is still doing it over an hour later, it is reasonable to conclude that the proper repairs were don't done by the service technicians. Sears sold a malfunctioning unit and is now trying to get out of replacing it. It is bad business ethics and theft. 
 
I also wanted to state that in my original email directly to Ms. [redacted], I made her aware that I preferred to be called Mrs [redacted] since I am married. I also signed my last rebuttal with that.  Each time she has responded, she has made it her every intention to call me ms [redacted]. It is rude and petty to be purposely undermined by this representative. I request that a different Sears rep handle this case from this point forward. 
 
Thank you for your time,
[redacted]

February 1, 2017   [redacted]
class="InsideAddress">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed our investigation of Ms. [redacted]’s complaint regarding her dryer repair.   It is unfortunate that we failed Ms. [redacted]’s expectations when she recently contacted Sears Home Services to repair her dryer. We value Ms. [redacted]’s patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly.  We sincerely apologize for any inconvenience we may have caused Ms. [redacted].   Due to the issues Ms. [redacted] was experiencing with [redacted], an authorized service provider, a Sears technician was scheduled to complete the repair of her dryer.  On January 31, 2017, the technician found the thermal cut-off needed to be reset.  Once the reset was completed, the dryer was tested and found to be operating properly.  While we understand that Ms. [redacted] would like her washer and dryer replaced, the Master Protection Agreement (MPA) carried on the units provides for the repair of the covered products.  A replacement is only offered when certain criteria have been met.  Neither the washer nor dryer have met the requirements for replacement as outlined within the MPA. With that said, since the repair to Ms. [redacted]’s dryer has been completed, albeit later than expected, and we have documented her concerns with the repair process, 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

November 5, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted]       [redacted]We have
completed our investigation [redacted]’ complaint regarding her...

dissatisfaction
with Sears Home Services.First,
we would like to apologize to [redacted] for failing her expectations in regard
to the repair of her washer. Additionally,
we would like to assure [redacted] that we appreciate her valuable feedback, as
we do not take these matters lightly.   While several repair attempts were made to
[redacted]’ washer, the unit was approved for replacement on November 2,
2015.  Our records show that [redacted]
reselected on November 3, 2015, and received the new washer on November 4,
2015.  In addition to replacing [redacted]
washer, we have processed a request for laundry reimbursement for customer
satisfaction.  [redacted] should receive
a check for $100.00 within the next two weeks. With that said, since we have provided
[redacted] with an equitable resolution, and documented her concerns with the
repair process, we ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]

Contact Name and Title: MELISSA [redacted]
September 24, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: James [redacted] - # 94571425
Dear Ms. [redacted]:
We have completed the investigation of...

Mr. [redacted]'s complaint regarding his refrigerator.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Upon researching Mr. [redacted]'s concerns, our office found that he had been approved for a replacement, but the authorization was never processed. Accordingly, we completed the authorization for Mr. [redacted]. Based upon the features of Mr. [redacted]'s current refrigerator, it was determined that $1,899.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on September 24, 2015, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, [redacted], to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist

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.
The original failure in this case should not have occurred.  My family and I were without a refrigerator for well over a month, (22 days since Sears first was at my home).  I would like to think this was an isolated event, a series of unfortunate circumstances.  
What I would like to say is that once the problem was addressed to the right people, my issue was dealt with in a prompt and appropriate manor.  As a business person myself, I realize that companies do not like to hear of such failures.  I believe that Sears and their representatives handled the failure well.  They fixed the problem, took responsibility for the failure and offered the customer a gesture of good will.
Sincerely,
Grant [redacted]

October 4, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #[redacted]4-Ruth [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her grill....


First of all, we want to note that we are aware of the news article Ms. [redacted] mentions. The initial statement said a limited model of grills were included. Then, because of issues like this, the statement was updated to clarify that only 5 models were to be included. In fact, in the title of this article, it says: "Kenmore gas grills crumbling; Sears to repair five model numbers." http://ww[redacted]r/kenmore-gas-grills-corroding-and-crumbling-sears-to-repair-...⇄ The statements made in that article only apply to the five models listed. Ms. [redacted] seems to think because of this, all Kenmore branded grills should be included. That would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific issue that is known to exist on a certain model. Typically, such recalls are limited to the models manufactured during certain time frames and I can be very specific down to the VIN number. However, there is no recall present in this instance; we offered to repair the units noted. We sell dozens of models of grills every season; the configurations, type of materials used and even the manufacturer can differ. 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. In this case, we feel there are external issues, which we will address in the next section.
While realize Ms. [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasons. The first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see this sort of deterioration is if the cleaning instructions listed on pages 9, 10, and 11 of Ms. [redacted] owner's manual are not followed. Especially vital is cleaning the grease tray after each use. The grease and acidic marinades can drip down and cause the material of the grill to corrode. The second reason is that any damages due to rust are excluded under the terms of Ms. [redacted] manufacturer's warranty, which only covers his burners at this point in time anyway. Finally, the third reason is that our return policy was only valid for 90 days from the date of purchase and that time period has long since passed since the grill was bought in 2013.
At this time, we are willing to send Ms. [redacted] the parts she mentions that have corroded as a courtesy since we value her patronage. Should Ms. [redacted] wish to have these parts installed, we can make those arrangements, but it will be at her cost. If she would rather not have a repair done, we are willing to provide her with a 30% discount off of a new grill from Sears. The 30% discount would not apply to clearance, closeout, floor model, previously used or outlet merchandise. We realize Ms. [redacted] has been a faithful customer and that is why we are making this offer. Should Ms. [redacted] decide to accept one of our offers, I can be reached via email at Tammie.[redacted]@searshc.com during normal business hours. This offer is only valid for 30 days from the date of this letter; after that, it will be null and void. Otherwise, since we are unable to provide a replacement or repair free of charge, due to the aforementioned reasons, but we have proposed alternatives as a courtesy, 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, 7, 2015/07/10) */
July 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]-Rishi [redacted]

Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] regarding the...

availability of an adjustable bed base he wished to purchase.
Store Manager Eileen [redacted] provided the following response:
As clarification, our recollection of events differs from Mr. [redacted]. Mr. [redacted] contacted us the week before the Memorial Day holiday and inquired about the mattress base. At that time, we did have 30 that could be delivered to our consumers. As it was a closeout item at such a great price, the sales person encouraged Mr. [redacted] to make the purchase, but he wanted to think about it. Mr. [redacted] contacted us back after the Memorial Day weekend, which had been very busy, and wanted to order the item then. At that time, all of the units had been sold. There was no intent to deceive or be fraudulent; the item had simply sold out while he was making up his mind and it was sold at that price on a first come, first serve basis. As it was a clearance item, we would not be obligated to provide a comparable item for the same price and that is what Mr. [redacted] wanted. As a gesture of goodwill, we have offered to provide a 25% discount off of a different base and we are willing to extend that offer for 30 days from the date of this letter; after that it will be null and void. Should Mr. [redacted] have any further questions or concerns, he may contact me (Eileen) or Assistant Manager Jonathan during normal business hours at [redacted]. In light of the aforementioned information, 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 Consumer Rebuttal /* (3000, 9, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on the response from the business above, and the fact that it took over 3 weeks for the business to respond back to my original claim, I feel my original statement speaks for itself. I contacted the store the same day I came in. The sales associate informed me that the item was in stock, and I proceeded to go to the store to purchase the item.
When I arrived, the sales associate informed me that the item was no longer in stock. I asked to speak to a manager and was told they are all on vacation. It has been over a month and I still have not received a call from any of the managers or district managers.
As a loyal Sears customer who has shopped with the company for over 20 years, you would expect better customer service, and a response from a manager. But I was not.
I am respectfully asking to keep the case open and investigate the matter further

December 1, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL  60611Re: # 10887525 –
Jenny [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding service for...

her
Dishwasher.Upon receipt of Ms.
[redacted]’s complaint, we found that she had previously been in contact with Ms. Emily
[redacted] in our escalated complaint department. Ms. [redacted] was able to set up the
replacement process under the Master Protection Agreement and a replacement was
processed on November 16, 2015 under sales check # [redacted]. If Ms. [redacted]
is still in need of assistance she may contact Ms. [redacted] directly at 888-266-4043
ext. 25. As it was our understanding that the resolution proposed met with Ms.
[redacted]’s approval, we have closed our file.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,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation512-248-7793
directVanessa.L.[redacted]@searshc.com

I called Barbara Phyllips and left message at 215 393 4602 December 20, 2015.
I told her that I am on vacation .
I will be back January 4, 2016 and she can call me at [redacted]  or e mail me at a[redacted]@gmail.com or I will try to contact HER after I come back.
If she really wants to help me or if Revdex.com is willing to help please understand the circumsctances.
Complaint: 10997482
I am rejecting this response because:
Sincerely
Alicja [redacted]

July 1, 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] rebuttal regarding her request for a [redacted] BTU Portable Air Conditioner she purchased from a Marketplace seller, [redacted] hosted by the sears.com website.   As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.   For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller directly if there is a problem with their order.  However, we also contact the seller on the behalf our customers to notify them of an issue and ask them to work with the customer.  In reference to Ms. [redacted] suggestion that the item was expected to be unboxed and installed upon delivery, it may be important to note that the [redacted] is a portable air conditioner is a wheeled unit that can be moved from room to room and does not require venting.  Additionally, a description of the item, stating dimensions of 31 inches by 16 inches by 16.5 inches and 62 pounds, was provided in the listing so that this information could be reviewed by Ms. [redacted] to assist her in determining if the item would fit her needs before placing her order.   Our records indicate that Ms. [redacted] called to cancel her order within the same hour that [redacted] documented delivery to her home.  She then reported that she was not home, unable to return until the next day and worried that the item may be stolen because she could not bring it inside.   Regardless, [redacted] has advised us that they have filed an investigation with the shipper, [redacted] and will continue to follow up with Ms. [redacted] directly. Ms. [redacted] is welcome to contact sears.com with her concerns about this issue, but should direct any further questions about this investigation directly to [redacted] at [redacted] or by email at [redacted] .  Since we have documented Ms. [redacted] comments and assisted her with the seller’s investigation process, we have closed our file regarding this matter.   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 [redacted]

February 4, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: 11108696 – Melissa [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order and request for a refund of $9.54 to her Visa account.   We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this matter. After researching the notes in her order we found that the majority of the shipping fee was refunded to her Shop Your Way Rewards account. While the SYWR account is normally the first account to be credited, we have decided to remove $9.54 from her SYWR account as she indicated. Accordingly, we have issued a credit of $9.54 to her Visa account ending in 6273. For Ms. [redacted]’s records the refund receipt number is 099119008191. Ms. [redacted] can expect to see the credit post to her account within 3 to 5 business days. In the interim, since we have honored Ms. [redacted]’s requested resolution, we respectfully ask to have this matter closed.     We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

had sears fix a snowblower was never fix right. and I paid them 300 dollars sears would not stand behind the craftsman snowblower I well never buy anything again from sears im very unhappy

I ordered 2 hoverboards from Sears .com. 1 arrived late and the other never arrived. You call Sears.com and are handled by the Philippines and they refuse to transfer to the US. They have no answers and are a waste of time.

Sears..:thanks for ruining our Christmas.

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

regarding the problems he encountered when he attempted to return a pair of pants after the 30-day return period had expired.
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most items. A customer has 30 days from the date of the original purchase to make a return, with some exceptions listed on our return policy. Our return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchase. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a small appliance purchase.
Since [redacted] pants were purchased on December 31, 2015 and he attempted to exchange/return the pair of pants on May 1, 2016, he was clearly over the 30-day “hassle-free” return or exchange period. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. Accordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

I've spent almost $20,000 of the last 16 years shopping at Sears and in the last 3 weeks I ordered 2 mattresses and a single powered foundation valued at over $3500. They messed up the first delivery and delivered it a week late and after calling to complain I was hung up on by one person and transferred to the sales department by 2 others. The second mattress was delivered damaged and after calling to complain I was transferred to sales again and then hung up on two more times. I requested a new mattress then I was told that my mattress was discontinued and that all the warehouses in the US were out and that I was not able to have my money refunded or at least given a decent discount to warrant sleeping on a damaged mattress that could end up falling apart within several months. I used to be a loyal customer of Sears having a Sears card since I was 18 and getting the Sears [redacted] this year. I am nop longer to be a loyal customer after the issues I had with customer service.

Initial Business Response /* (1000, 7, 2015/07/14) */*July 14, 2015[redacted]Revdex.com*Attn: [redacted]330 North Wabash Ave., Ste 2006*Chicago, IL XXXXX**Our File No: XXXXXXXX*Revdex.com Case #: [redacted]Via: Revdex.com Website**Dear Ms. [redacted]Thank you for contacting Sears Home...

Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. On behalf of SHIP please know we value Ms. [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced as a result of this issue. **SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Our Service tech has visited the customer and assessed the situation. Per our project coordinator we will send an alternate installer as soon as possible to take care of this for the customer.**We sympathize with any inconvenience and understand Ms. [redacted]'s frustrations and will do all that we can to ensure she is satisfied. Thank you for your time, effort and patience during the investigation. If you have any questions or concerns, please contact me at XXX-XXX-XXXX x[redacted] or via email at [redacted]@searshomepro.com.**Sincerely,[redacted]SHIP/HI Regulatory Complaint Specialist **cc:[redacted] via First Class Mail[redacted]Initial Consumer Rebuttal /* (3000, 9, 2015/07/20) */*(The consumer indicated he/she DID NOT accept the response from the business.)*No one is responding to my emails sent to the recovery team that is suppose to handle the job. I have been handed off to another employee. I do not understand the lack of care and poor customer service. Again this is not the package I was sold. The crawl space has not been completed and no one in SEARS is making an effort to get in contact to do the job. This has been going on since June 1,2015.Now my fear is mold under the house on the damaged insulation. I need to know a name and number of who I need to contact to get this completed.**Final Business Response /* (4000, 11, 2015/07/29) */*July 29, 2015[redacted]Revdex.com*Attn: [redacted]330 North Wabash Ave., Ste 2006*Chicago, IL XXXXX**Our File No: XXXXXXXX*Revdex.com Case #: [redacted]Via: Revdex.com Website**Dear Ms. [redacted]Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attention. This letter is provided to advise you that I have received notice from our district office that an appointment has been scheduled for Monday, 08/03/15 around 9:00 AM. This service is to install the insulation for the customer to resolve the issue with the crawl space. I left the customer a message on 07/28/15 to confirm the same. **We appreciate the opportunity to address the customer's concerns. Thank you for your time, effort and patience during the investigation. If you have any questions or concerns, please feel free to contact me directly at X-XXX-XXX-XXXX extension[redacted] or via email at [redacted]@searshomepro.com.**Sincerely,[redacted]SHIP/HI Regulatory Complaint Specialist **cc: [redacted] via First Class Mail