Sears Holdings Corporation

Don’t buy appliances from Sears, Roanoke VA, Valleyview Mall location.
I ordered a $2,800.00 Kenmore Elite refrigerator on Dec. 26th because our fridge croaked Christmas Eve and all our food was placed in five coolers. After going to sears to pick up my fridge on Dec. 28th we found out that it was the wrong fridge. The sales person MR Sims told me that due to a miscommunication that he ordered the wrong fridge. Believe me there was no miscommunication it was his mistake. I took a picture of the fridge and the tag on the front so I could show it to my wife when I got back home. I talked to the manager and other personnel in the appliance department and they all talked as if I had a problem and I would need to come back to the store and cancel the order and reorder my fridge. I didn't make a mistake they made the mistake and it is their problem not mine. When I first talked to the salesman and the manager they lied to me stating that they could deliver my fridge the following Tuesday or Wednesdays! I contacted them by phone on Monday Dec. 28th and told the floor manager that I was leaving my home and was headed to the store to buy the fridge. They told me again that it could be delivered by Wednesday. I arrived less than 45 minutes later and purchased the fridge. Then they told me that they couldn't deliver the fridge until Saturday at the earliest. I explained to them that they had just told me Tuesday or Wednesday. They explained to me that they probably had a lot of online orders come in during the last 45 minutes. The store personnel suggested that we pick up our fridge. So we decided to pick our fridge up ourselves to save time. They contacted me on Monday Dec. 28th to let me know that my fridge had arrived and was ready for pick up. I called the store as an anonymous customer and asked how their delivery schedule looked to deliver a fridge and they said Saturday. If they could deliver my fridge on Saturday that means that they hadn't scheduled any other deliveries over the last three days. It sounds like a bait and switch situation to lure customers like myself to volunteer to pick up their own heavy appliances. Don't trust what the sears personnel tell you. They have proved to me that they believe that their customers are wrong and they will tell you anything to make a sell and to save money on deliveries. Don't buy from sears Roanoke at Valleyview Mall.
Yours truly, foundation truth.

Initial Business Response /* (1000, 6, 2015/08/04) */
August 4, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms.[redacted]
We have completed our investigation of Ms.[redacted] complaint...

regarding her washer.
We regret the delay in replying to this complaint. We have been trying to contact Ms. [redacted] regarding a replacement for her washer under her Sears Home Warranty. Her case manager,[redacted] has left messages and emailed Ms. [redacted] but until recently we had not been able to contact the[redacted]. We recently made contact with Mr. [redacted] and we were able to provide him with the contact information for his case manager. We will of course move forward with a cancellation of the warranty if Ms. [redacted] decides that option instead of moving forward with the replacement but did not want to do so before she was aware of the replacement option. Ms. [redacted]'s contact number is[redacted]
Since we have provided the[redacted] with the contact information of their case manager for further assistance and explained that her washer has been authorized for replacement we have closed our case.
We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com

November 15, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted] [redacted]We have completed the
investigation of [redacted] complaint regarding her mother’s refrigerator...

and
her request to have the unit replaced.First, we would like to
apologize to [redacted] for failing her expectations in regard to the repair of
her mother’s refrigerator.  Our records
show that the service unit approved [redacted] mother, [redacted] for a new washer
under her Master Protection Agreement (MPA) on November 13, 2015.  To expedite the process, our office completed
the authorization.  Based upon the
features of [redacted] current refrigerator, it was determined that $999.99
would provide her with a comparable replacement under her MPA.  An email was sent to [redacted] on November
15, 2015, explaining the replacement process. 
As stated in the email, [redacted] can take her mother to their local
Sears to reselect; any Sears Blue Crew associate in the Appliance department
can assist them.   [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 refrigerator and run
concurrently with the manufacturer’s warranty; then continue to provide
extended coverage until it’s expiration on September 26, 2017.  While we are unable to provide [redacted]
with a three-year MPA as a conciliatory gesture, we can extend her current
coverage for a year, once the new refrigerator has been delivered.   Since we
are providing [redacted] with an equitable resolution, we ask that this matter
be closed.Again, we apologize to [redacted] and [redacted] and we appreciate the opportunity to address this
matter.  Sincerely,[redacted]Regulatory Complaints
Specialist

August 31, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s...

complaint regarding her dissatisfaction with the performance of her washer and the problem she encountered when she attempted to exchange the washer after the 30-day return period.
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. Ms. [redacted] could have simply followed the instructions printed on the receipt. 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 washer on May 6, 2016, and attempted to exchange it on June 10, 2016, she was over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the washer is covered by the manufacturer’s one year warranty for parts and labor to service the washer. According to our records, on July 16, 2016 our technician assessed the washer and found that it had an over-load fault code. Our technician cleared the code and recalibrated the washer. He then provided Ms. [redacted] instructions on usage. Ms. [redacted] called for service again, and on August 18, 2016 another technician was sent to assess the washer. Our technician reported that there was no problem found with the washer. He was unable to verify Ms. [redacted]’s complaint regarding a ticking noise and water in the control panel. He found no fault codes and noted that Ms. [redacted] is just unhappy with the operation of the washer. As far as Ms. [redacted]’s request for an exchange is concern, we did not find this was warranted, particularly since the washer is operational.
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 Ms. [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 Ms. [redacted]’s 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] direct
[redacted]@searshc.com

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Beverly [redacted] #945[redacted]
Dear Ms. [redacted]:
We have...

completed the investigation of Ms. [redacted]'s complaint regarding Sears Home Services and repairs to her window air conditioner.
Per the terms and conditions of Ms. [redacted]'s Master Protection Agreement (MPA) Sears Home Services has approved the replacement of her air conditioner. The authorization to replace has been emailed to the Sears on Main Street. All Ms. [redacted] needs to do is go to her local Sears and advise her sales associate that her air conditioner has been approved for replacement. The store will assist her in selecting a replacement unit as well as scheduling its installation. It should be noted that Sears will cover the cost of a basic installation; any additional work that may be needed to install the new unit would be Ms. [redacted]'s responsibility. Since we have approved Ms. [redacted]'s air conditioner for replacement, 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com

February 12, 2016[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re: [redacted] [redacted]Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...

dissatisfaction with our customer service and non-receipt of a refund for an item she purchased from sears.com.It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears.  We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, we reviewed Ms. [redacted] order and revealed that she used 3 separate forms of payment for her order: $5.34 with [redacted], $15.00 in Shop Your Way Rewards, and a $50.00 gift card.  As such, her refund of $37.75 was issued by gift card.  Since Ms. [redacted] complaint stated that she had not yet received this refund, we issued a new gift card on February 10, 2016.  Ms. [redacted] gift card should arrive at the address on her order within 14 business days.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We hope that in the future she will allow us the opportunity to provide her with a better 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 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,  [redacted] Regulatory Complaint Specialist[redacted]

Sears Home Services is the worst I have seen in Years. I called X-XXX-XXX-XXXX to schedule a repair on my [redacted] washer. I took off work for this appointment Order Number:XXXXXXXXXXXXXXX, from 10am-2pm. At 2pm I called to check on status of technicians arrival. They said they would page the call out for the technician to call..
30 minutes later no call. Call them again, they will page the technician, 30 minutes later no call. Call them again, they will page the technician and I should probably reschedule for another day. I am really [redacted] now. I took off work for this and there was no call from anyone. I will never use this service again and certainly will not recommend to anyone.. I got on [redacted] found a local Service, that was polite. understood my issue. gave me a quote, and will be out shortly... Highly rated

Stay away from Sears Home Services,

October 8, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: 19008867
Revdex.com File No: 94570809/ [redacted]
Via email: Revdex.com website
Dear Ms. [redacted],
Thank you for contacting Sears Home Improvement Products, Inc. (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. 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.
The HVAC installation was completed on 07/28/15. The customer signed the Certificate of Completion on this same date, signifying that the contract was fulfilled. Had he wished to cancel Mr. [redacted] was given three business days to cancel the contract, from the date of signing, if he no longer chose to complete this purchase in accordance with the contract that he signed. He did not cancel and did in fact allow the product to be installed. All agreed upon discounts were applied at the time of the sale.
The refund that Mr. [redacted] is requesting is a request for compensation due to his disagreement with our pricing. Since compensation is not a contractual obligation, we respectfully request that you close your file as we have fulfilled our contractual obligation to Mr. [redacted]. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted], or via email at Heather.[redacted]@searshomepro.com.
Sincerely,
Heather [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Robert [redacted] via 1st Class Postage

Initial Business Response /* (1000, 6, 2015/09/22) */
Contact Name and Title: [redacted]
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #XXXXXXXX - [redacted]

Dear...

Ms.[redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his refrigerator repair.
We would note that after Mr. [redacted] filed his Revdex.com complaint, we did visit his home under his 90-day repair guarantee and at that time, we did replace a part. Specifically, we replaced the evaporator motor. When we sent Mr. [redacted]'s concerns to the local service unit for review, they did notice though that the technician that completed the second repair collected the difference in labor for the job to replace the evaporator motor versus what we collected for labor originally. Under our 90-day guarantee, the consumer is generally only responsible for the cost of any additional parts that are needed if the repair is related to the first service call; we would usually not charge any additional amount for labor even if a higher amount would normally have been charged for that particular repair. Accordingly, Mr. [redacted] was informed that we would refund him the $58.29 difference and he accepted this. He also indicated that the refrigerator was now operating properly when we offered to return to his home. At this time, the refund has been requested from our billing department and should complete processing in the next 3-5 business days; it will then subsequently post to Mr. [redacted]'s Visa account ending in[redacted] approximately 1-5 business days after that. The exact time for posting is dependent upon the card issuer's policies governing refunds. If he is not able to confirm that it posted by October 7, 2015, then he is welcome to contact me via email or phone. In the interim, since it was our understanding that this resolution met with Mr. [redacted]'s 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]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept their meager offer.
But considering that the first tech accomplished nothing, I should have received a complete refund for that first visit of $144.00.
I was charged another $145 on the second visit.
So it cost me nearly $300 for what should have been no more than $175.
The $58 is a drop in the bucket concerning them stepping up and doing the right thing.
No parts were replaced on the first visit. Only 15 minutes were spent in my house in which the tech merely used his port a vac to clean out the coils in the bottom of the fridge.
It did not fix the problem.
Their web site says there is a minimum charge of $95.
ON the phone, I was told that was a travel fee. It does not say that on their web site, just that there is a $95 minimum. They should state plainly that the fee is a travel fee. Shame on them for not doing that. I consider that a bait and switch scheme.
I will never buy a Sears product again. Their customer service is populated by incompetents. Clearly, their training methods are insufficient or the first tech would have fixed the problem.

October 2, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94571402 - Bo [redacted]
Dear Ms. [redacted]:
We have completed the investigation of [redacted]'s complaint regarding his purchased...

appliance.
After reviewing [redacted]'s complaint and our records, we were able to determine that on the day of Mr. [redacted]'s delivery, September 9, 2015, his appliance did not meet his expectations and requested an exchange. Our records show that an exchange was processed and completed on September 23, 2015. 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 to arrive via USPS. We hope that Mr. [redacted]'s purchased appliance will provide him with long term satisfaction. At this time, since the delivery of Mr. [redacted]'s purchased appliance has been completed and courtesy compensation was provided, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -[redacted]
i[redacted]@searsch.com

March 9, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
[redacted]  [redacted]
 
[redacted]
 
We have completed the investigation of [redacted] complaint regarding the service she received on her dishwasher and her request for a refund.
 
Our records indicate that on our first visit to [redacted] home, our technician felt the problem was related to the control board. This was ordered and $175.20 was collected in advance and the balance would have been owed when we completed the repair. On our second visit though, the technician found that the issue was not the board and was instead the water pump. While we could still have ordered this part, [redacted] declined the repair at that point. This meant that she should have received a refund for $175.20 minus her non-refundable trip fee of $59.00, and the technician did notate in the service order that she was due $116.20. To actually have the refund issued, the technician is then required to submit a form to our billing department. We are unsure as to whether this was submitted by the technician and somehow went astray or never submitted in the first place. [redacted] subsequently contacted our billing department and they had requested that she send them her copy of the form that the technician was supposed to have mailed in. She indicated that she did not have a fax machine and eventually someone processed her refund without the form. The refund was processed on February 26, 2016, as a credit in the amount of $116.20 to her [redacted] card ending in [redacted], and should have posted to her account by now. Since we have confirmed that [redacted] was refunded for all monies above the non-refundable minimum trip fee, we have closed our file.
 
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]
Team Manager, Regulatory Complaints
[redacted]

October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding the order he...

she placed for a dining room set recently.
As clarification, [redacted] order was placed through one of our Marketplace vendors, [redacted] 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 a well-known online bookseller, 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up.
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. In the case of this set, it seems that there may have been an error with the listing. However, as we noted, [redacted] would need to work with the seller, [redacted], to resolve. The phone number for [redacted] According to our records, [redacted] offered to provide [redacted] with something comparable for 50% off. He initially agreed, but then it seems that he refused to return the table and he filed a dispute with his credit card company.
As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"...Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN.
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
In closure, since it seems that the price shown may not have been accurate, we are unable to honor his request to receive the rest of the dining set merchandise for the substantially incorrect price. While we may have been willing to try and work with the seller and [redacted] to resolve the issue as an exception and courtesy, we cannot issue any sort of refund or compensation while a credit card dispute is ongoing. As this decision is in accordance to our posted terms and conditions, we have closed our file.
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]

3 times different tools not covered under warranty! DO NOT BUY CRAFTSMEN! Yet again sears will not honor the lifetime warranty! I'm so tired of them not standing behind the products they sell! I spent more so I could have it forever! I bought a splitting maul. The cashier would not warranty because it looked different from new model.Pennie the highest ranking manager looked at it and said it says made in Mexico. She said craftsmen is made in the US. I pointed out the new one I wanted to exchange for was made in India . I called that was a joke got transferred 4 times for the guy to tell me he was going to transfer again. After listening to the whole story asking questions, and telling me he could help at the beginning of our conversation.Do not waste your money on anything craftsman. [redacted] stands behind their products better than sears!

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

align="left">  Re: [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding Sears Home Services and repairs to his air conditioner. Sears Home Services has authorized the replacement of Mr. [redacted]’s air conditioner. The approval has been sent to the Sears in Yonkers. All Mr. [redacted] has to do is go to Sears and advise his sales associate that his air conditioner has been approved for replacement. The authorization can be found by the sales associate by using the phone number ending in [redacted]. Sears will cover the delivery and installation of the new unit if needed. Since we have approved Mr. [redacted]’s air conditioner for replacement, our file has been closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted].[redacted]@searshc.com

May 9, 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 their online order experience and non-receipt of a full refund.   We would first like to apologize for any inconvenience [redacted] may have experienced. We can assure that their concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online issued a full refund in the form of gift cards. Additionally, Online confirmed on April 5, 2016, that the correct amount had been issued and recently used on April 4, 2016, on Kmart.com. With that said, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon.  Should [redacted] have any further questions or concerns, they may contact me via email at [redacted] In the interim, we have noted [redacted]’s 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

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Scott T [redacted] #94572696
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding monies paid to a...

local service provider when he was unable to get an appointment through Sears.
Sears will reimburse Mr. [redacted] for the funds he paid to a local service provider to repair his HVAC system when he was unable to secure an appointment via Sears Home Services. I ask that Mr. [redacted] provide me with a copy of his bill and I will have a check processed so we can reimburse him. A copy of the bill form the local provider can be emailed to me at Adam.[redacted]@searshc.com or faxed to my attention at [redacted]5. Typically a consumer can expect to receive a refund check within 10-14 days. Since we have noted our intent to refund Mr. [redacted], we ask that this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com

October 27, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Ramandeep [redacted]   Dear Ms[redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service and the failure of his sears.com order to reach Sears Auto Center.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, we sent an email directly to Mr. Gill on October 7, 2016, to inform him that a refund of $451.08 was issued to his Sears card ending in 1041, and a second email was sent to him on October 10, 2016, to inform him that his gift card balance of $15.38 was restored.  Mr. Gill may reply to our email(s) if he has any further questions about this issue or his refund.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We hope that in the future he will allow us the opportunity to provide him with a better 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 Mr. [redacted] comments and the appropriate refund 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. [redacted]

August 3, 2016     Nita Virghes Revdex.com 330 North Wabash...

Ave., Ste. #2006 Chicago, IL  60611   Re: #[redacted] – Anthony [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled sears.com order.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, our records show that on July 10, 2016, we issued a gift card refund of $473.19 to Mr. [redacted] and sent an email to inform him.  Mr. [redacted] may reply to our email if he has any further questions about this issue or his refund.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We hope that in the future he will allow us the opportunity to provide him with a better 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 Mr. [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] Ext. [redacted]

Complaint: [redacted]
I am rejecting this response because:
The business has NEVER contacted me as they suggested would happen after delivering the refrigerator. They continue to make false statements and statements that completely contradict their actions. People need to know that the customer service department at Sears has no intention of ensuring their customers are completely satisfied. 
if anyone reads my complaints as it relates to the replacement of my fridge, they will see I laid out factual statements and Sears could not refute any of it. The really sad thing is they never apologized for not being forthcoming and the extensive delay. This was a huge inconvenience for me and they seemed to have no interest. I want my experience to be relayed to others so they're forewarned.
Sincerely,
[redacted]

September 20, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL ...

60611 
Re:  #[redacted] – Lanny [redacted]
 
Dear Ms. [redacted]:
 
We have completed our investigation of Mr. [redacted] complaint regarding the recliner he purchased and his inability to receive a warranty repair.
 
When we received Mr. [redacted] complaint, we sent it over to the group that contacts the division that schedules these repairs. He was scheduled for a repair on September 9th. Mr. [redacted] then informed the technician that he no longer needed a repair so his service order was closed out. If that is not the case and Mr. [redacted] still requires assistance, he is welcome to let me know. Otherwise, since it was our understanding that his issue had been resolved, 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,
Tammie [redacted]
Regulatory Complaints Specialist
Direct Line: [redacted]
Email: Tammie.[redacted]@searshc.com