Sears Holdings Corporation

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

We want to apologize to [redacted] that her unit was
dented. However, our technician has verified that the damage is only cosmetic
and it does not affect the functionality of the unit. We can certainly provide
an exchange for the unit if [redacted] wishes. However, we have several options
to propose as alternatives. We are willing to issue a refund for the $79.00
service fee she was charged and also purchase an additional year of coverage on
her behalf for the unit. After the first year, [redacted] would be responsible
any labor or installation fees until October 17, 2008. If [redacted] is not
interested in the additional warranty, we will refund the service fee and we can
issue a credit for half of the installation fee she paid as an alternative.  Should [redacted] wish to accept one of these
offers, I may be reached during normal business hours via email at [redacted]
In light of the aforementioned information, we respectfully ask that this matter
be considered closed.  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]

Ordered a fridge online from Sears Outlet for home delivery. Nobody bothered to call me to set up a delivery time. Calls to the store went unanswered. I went to the store to ask for the status and got the runaround. I had to call Sears customer service where they eventually got back to be and told me the item would be delivered the following week.

The day before the supposed delivery, I got an automated phone call telling me the delivery window. I cleaned out my old fridge in anticipation of the new fridge. The time came and went, and I'm still without a fridge. I called the delivery people. After spending an hour on hold, I was told that the delivery was "deleted" and the store didn't give them the item to deliver. I went to the store to see what's up - after an hour, they found out that the item I ordered never existed in the first place. Apparently nobody bothered to let me know. They offered store credit. No thanks. I want my money back.

January 13, 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 her...

dissatisfaction with the problems she encountered with her online order and her request for a replacement order at no additional charge. Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We contacted Ms. [redacted] and apologized that she received an incomplete order. According to the notes, she had been offered a refund without a return on the shoes. She had refused the refund and requested that we reship the shoes. Unfortunately, our online customer service does not have the capability to process an order at no charge. We informed Ms. [redacted] that the shoes she had ordered are no longer available, and we issued a credit of $14.55 to her account. The credit should post to her account within 3 – 5 business days. For her inconvenience, we offered Ms. [redacted] a $20 gift card that she could use for a future purchase. She accepted the offer and she should receive it with 48 hours via email. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Sears Home Services Houston repaired my dryer in October and it was repaired quickly, correctly and with good service. Still working well today in fact. My credit card was scanned in my home and a receipt showing it went through and the bill was paid in full which was generated that day. I also had dryer vent cleaning service a few days later by Sears as recommended by the dryer repair technician and they did a great job too, That bill was also paid in my home by scanning the card. I had instant notifications that the charge had gone through on my phone from both services as they were scanned. I did not meticulously review my credit card charges through my bank credit card on line. Two days after Christmas I received a bill from National Claims Center stating that I never paid the bill for the dryer repair. Reviewing the online banking credit card statement from October billing cycle, the dryer repair charge was not there, but the dryer vent cleaning one was. Apparently the charge did not go through somehow with the technicians scanning device even though I had a receipt showing it was paid and the card charge went through given to me by the technician. I wish they had simply realized that the charge did not take and we could have re scanned it. But no, not Sears. I had no notification that there was a problem with the credit card scanning. They used the route of turning me over to National Claims Center which appears to be a collection agency. I paid the bill immediately online with the billing center email address listed in the letter. There is no good way to give sears feedback on this experience and when I did finally reach a a person in customer service they only wanted to focus on the charges and my focus was on why they did not process my payment correctly in the first place. AS a result no one within their company will be held accountable and really no one cares. My next step is to make sure this did not affect my credit rating. My advice to anyone using them and paying with a credit card is to go the extra step that day with he technician in your home and to verify with your bank that the charge did in fact post to you credit card account or simply write a check. Hopefully they won't lose that too. This review is a negative one based on billing issues and poor customer service after the work was completed. The repair work was correct and fast. I would use them again (maybe) with great caution and vigilance on my part.

May 12, 2016 [redacted]
12pt;">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]’ complaint regarding her cooktop. Upon researching Ms. [redacted]’ complaint, we reviewed the notes in her service orders.  A review of the notes in her service orders shows that the technicians and Sears Technical Assistance Center (STAC) determined that the damage to her cooktop was a result of impact.  Due to these findings, Ms. [redacted] was denied a replacement cooktop under her Master Protection Agreement (MPA).  Below is an excerpt from the MPA pertaining to her situation: “13. LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANS. THIS AGREEMENT DOES NOT COVER. c. Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature such as hurricanes, tornadoes, floods, etc.” Furthermore, contrary to Ms. [redacted]’ statement that Sears blamed her to avoid having to replace the range because the cooktop is no longer available; the part, [redacted], is readily available from the manufacturer and through Sears Parts Direct. Furthermore, Sears would not fabricate their findings to avoid replacing a covered product.  Ms. [redacted] is fortunate that her home warranty replaced the cooktop, as it did not fail due to a manufacturer’s defect, but rather sustained accidental damage. As to Ms. [redacted]’ request for a full refund; this request is denied.  Our records show that she canceled the MPA on January 18, 2016, and received a pro-rated refund of $148.74, only $61.25 was deducted from the refund.  The refund given was in accordance with the terms of the MPA; after a covered product’s manufacturer’s warranty expires or if more than 60 days have lapsed since the agreement was purchased, a refund is issued based upon the remaining months of coverage.  See below: “If this Agreement is cancelled by you or us: During any time within the full manufacturer’s warranty period (parts & labor) you will receive a      100% refund of the total price paid for this Agreement. During the first sixty (60) days of the term you will receive a 100% refund of the total price paid for this Agreement. After the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.” With that said, since we have explained why we are unable to honor Ms. [redacted]’ request, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

January 25, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator and his request for a replacement and additional food loss.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator.  After reviewing the notes in our service system, the local service unit authorized a replacement under Mr. [redacted] Master Protection Agreement (MPA).  Based upon the features of Mr. [redacted] current refrigerator, it was determined that $1,149.99 would provide him with a comparable replacement under his MPA.  Mrs. [redacted] was contacted by the local service unit on January 21, 2106, and provided with the replacement amount.  Mr./Mrs. [redacted] are welcome to go to their local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him.   The [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; while the MPA should expire on December 4, 2016, the manufacturer’s warranty will run for a full year from the date of delivery.   As to Mr. [redacted] request for $2,000.00 in food loss, this is a request we are unable to grant.  Per the terms of his MPA, he is entitled to $300.00 per incident.  Mr. [redacted] can call [redacted] to file a claim or go online at http://[redacted] In the interim, since we have authorized a replacement refrigerator and clarified Mr. [redacted] benefits in regard to food loss, 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

Complaint: [redacted]
I am rejecting this response because: I have not received a full refund yet. I have responded to [redacted]  as well via the email he gave in the response.
 
Once this issue is resolved I will accept the response.
 
Sincerely,
[redacted]

I ordered online and one of my items was canceled. I reached out to a representative because the refund they issued me was to a gift card that I no longer had (I threw it away after I placed the order since there were no funds left on it at the time). Instead of assisting me, they further inconvenienced me! They told me that they could issue me a new refund in 3 to 5 business days. But, also advised that the item WAS IN STOCK! They however, said they were unable to send it to me unless I paid for it again and submitted a new order for it. They would then send me a gift card for that too. Then I would have given them extra money for a new purchase and have been stuck with another gift card for the refund of the prior purchase. I escalated to a supervisor and they were unable to assist me further. This is completely unacceptable. I am now still waiting on a refund via a gift card that I don't even want to spend with this company! Especially since I would have to pay for shipping out of pocket (which they would try to refund after I purchased again). Not even a guarantee. What happened to companies that accommodated you when they had an issue on their end? Not Kmart or Sears! Apparently you're stuck to pick of the pieces on your own.

Complaint: [redacted]
I am rejecting this response because:  I was there the whole time the technician took apart and looked at the circuit board.  I thought it was odd that he never ran any tests on it to see if it needed replacing.  The technician was just told by the person he was talking to to charge me for it and install it.  They never ran any diagnostic on the circuit board and the technician even told me that he didn't think I needed the circuit board but the other person on the phone said I did.  
How are the technician and the person they are speaking to not agreeing about how to fix my refrigerator?  
Why was there no diagnostics run on the circuit board like this one website recommends?  
I understand this isn't a Sears website but it is a company that sells parts for Sears products. 
http://[redacted]
"For a reliable diagnosis, have a service technician test the electronic control board before you replace it with a manufacturer-approved replacement part."
Sincerely, [redacted]
[redacted]

Initial Business Response /* (1000, 6, 2015/10/01) */
October 1, 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 his tool chest.
As clarification, there are several different warranties associated with our Craftsman branded tool chests and the length of the warranty depends on the model. There are models with 3 and 6 year warranties as well as models with lifetime warranties. As noted on the Craftsman website, if the item has a lifetime warranty, all that would be needed is for Mr.[redacted] to visit his local store with proof of purchase. If Mr.[redacted] still requires assistance with this, we can certainly work with the local store to verify his warranty status and honor those terms. I am usually most accessible via email if Mr.[redacted] still needs assistance with this issue. 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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
[redacted]@searshc.com

Lately everytime I go into Sears or their website I am met with difficulties and unknowledgeable/rude employees both in store and online. They are also changing there rewards programs that cause confusion when trying to use them. Would like to see craftsman switch suppliers so not to deal with the headache of Sears.

Contact Name and Title: [redacted]
Contact Email: [redacted]
October 13, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]...

[redacted]
We have been unable to complete the investigation of [redacted] complaint regarding the multiple repairs of her tv.
Unfortunately, we are unable to locate [redacted] tv in her files. We have therefore attempted to reach [redacted] via email and have left contact information, however, at this time she has not responded. We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her. She may contact me at [redacted] at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider [redacted] matter closed, pending her response.
We apologize to [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]

June 30, 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 a purchase he made previously.   As Mr. [redacted] was informed, any damaged must be reported within 72 hours of delivery. Furthermore, our return policy is in effect for 30 days from the date of purchase. This is clearly noted on our site. However, we have contacted the manufacturer of the item in question and they have agreed to work with Mr. [redacted] to resolve his issue. He should be contacted shortly. In light of the aforementioned, 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, [redacted]
*tRegulatory Complaint Specialist Sears Holdings Corporation [redacted]

Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # 11183369 - Araceli G. Gartner
class="InsideAddress">  Dear Ms. Virghes:   We have completed our investigation of [redacted] complaint regarding her washer.   Service was completed on [redacted] washer on March 21, 2016, the drain hose was replaced and it is our understanding that the washer is now working correctly at this time. Since the washer has been repaired as per the terms and conditions of the master protection agreement we have closed our case.   We apologize to [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. Steele Regulatory Complaint Specialist Sears Holdings Corporation 512-248-7793 direct [email protected]

Initial Business Response /* (1000, 10, 2015/09/23) */

[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]'s complaint regarding...

Sears Home Services and a preventative maintenance check on his television.
Sears Home Services records indicate that a preventative maintenance check was completed on Mr. [redacted]'s Sony television on April 22, 2015. Per the Master Protection Agreement that covered the television until August 13, 2015, a covered item is eligible for one preventative maintenance check per calendar year. Since Mr. [redacted] had a preventative maintenance check in April 2015, he is not entitled to another. If Mr. [redacted] would like to renew his now expired maintenance agreement, he can reach our service contracts office at XXX-XXX-XXXX. That said, 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

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

align="left">    [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and a service call on her refrigerator. It is first important to note that Ms. S[redacted] refrigerator was covered by the manufacturer’s warranty until its expiration on October 25, 2015. Since the refrigerator was no longer covered under warranty when Ms. S[redacted] called for service, she was informed that she would be financially responsible for the trip/diagnostic charge.  That said, as a one-time gesture of good customer service we dispatched a technician to Ms. S[redacted] home on Monday, January 11, 2016. The technician assigned to the call indicated that he sealed the cabinet within the fresh food section to assist with frost build up in the freezer. There was no charge for the aforementioned service. Mr. [redacted] notes indicate that the internal freezer and refrigerator sections indicated that the refrigerator was operating as designed. Since we have noted the results of our service call to Ms. S[redacted] home, we ask that this complaint be closed. We apologize to Ms. S[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]

I ordered an item online on Nov 7, was charged on Nov 10, and it still has not shipped. I contacted customer service yesterday to see what was happening and no one knew anything, I was told to give them 24 hours to "work on it." I never heard back and contacted them today, still no one knows where my item is or why it has not been shipped. I asked them to cancel my order and refund my order and they told me no, I had to give them another 24 hours to "work on it." This is completely unacceptable. Then they had the nerve to tell me I could have a 5% discount on my next order. I still have no item, and no money.

October 17, 2016     [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re:  [redacted]   Dear [redacted]   We have not fully completed our investigation of Ms. [redacted] complaint regarding her recent online order experience and request for a refund.   We apologize for the delay in responding to this complaint. We forwarded this matter to the Sears Vendor to research further and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may email me directly at [redacted]
We apologize again 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

Sears knowingly sold a Kenmore model [redacted] refrigerator with known ‘manufacturer defects’ in the ice maker and Sears does NOT stand behind their product. Sears came and fixed the problem 5 times in the last month and the same problem continues to occur. On top of that, their Customer Service representatives are extremely rude. They will only offer to come 'fix' the same problem with the same parts even though their own repair techs say it will keep happening because the defects in the ice maker. I so frustrated that Sears keeps sending someone out to repair and not provide the option to replace the refrigerator as a solution for a defective problem. SEARS should stand behind their products and not make the customer do their work. I should not have to keep fixing this problem when their own techs say it will break again and again if they use these same parts.....NO RESOLUTION.

Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
July 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]
Dear...

Ms.[redacted]

We have completed the investigation of Ms. [redacted]'s complaint regarding her online orders.
As clarification, our online website hosts 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 our consumers have more options online. We offer our own merchandise as well as 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 sets up as a choice to narrow the selections that initially pop up. Additionally, these types of purchases cannot be returned or exchanged at your local Sears or [redacted] store. Rather, the vendors hold all responsibilities with returns, shipping, and all other customer service responsibilities. The merchant's profile, which contains their specific return policy, is available via the product page. Return policies may vary for products sold and fulfilled by third-party merchants. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to the third-party merchant.
With that said our records indicate that Ms. [redacted] placed an order for the Universal Leather Case Cover under the name of [redacted] and used a credit card number under the name of[redacted] The case cover was purchased from a Third Party Marketplace vendor ([redacted]), not Sears Holdings Corporation. In reference to the table, we show this was partially purchased with a credit card under[redacted]s name and the remaining with a gift card. We found a one year warranty for the tablet which is with [redacted] however it does not cover any damage, cosmetic defects, broken screens, or failures resulting from shipping or transit in addition to improper or faulty installation. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]'s records we have included our disclaimer below:
Third Party Advertisements and Links to Third Party Sites
We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.
Returns and Cancellations
Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.
With that said, we can only refer Ms. [redacted] to contact the Marketplace vendor of the case that she alleges caused the damage to her tablet. The vendor [redacted] is located at[redacted] XXXXX, with an email address of [redacted]@skque.com and telephone number of (XXX) XXX-XXXX. In closure, since Ms. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor her request. As this decision is in accordance to our posted terms and conditions, 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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please forward this complaint to the appropriate third party vendor for review. I feel that since the tablet case has a designer flaw, that not only the case should be replaced but the actual tablet since the case caused the damage to the tablet and the case is faulty.
Final Business Response /* (1000, 23, 2015/08/18) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
August 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]'s rebuttal complaint to the previous response provided.
We have reviewed Ms. [redacted]'s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied, we are unable to grant her request. As clarification, Sears does not have any jurisdiction over the seller's pricing, fees or policies. It is Sears' policy to direct customers to contact the seller if there is a problem with their order. In our previous response, we provided Ms. [redacted] with the seller's contact information. For Ms. [redacted]'s records the seller was [redacted] and they are located at [redacted]XXX.[redacted] email address is [redacted]@skque.com and telephone number of (XXX) XXX-XXXX. 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. In Ms. [redacted]'s case we do apologize that we failed her expectations, and can only refer her to contact the seller directly. As this is in accordance to our posted terms and conditions, 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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation