Sears Holdings Corporation

November 21, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]- Sherry [redacted]   Dear Mrs. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding the pricing of some items she wished to purchase recently.   Store Manager Raimi [redacted] provided the following response: I have spoken with Ms. [redacted] regarding this issue. It was discovered that the item in question were pet waste bags and the colored ones are clearly marked as being much higher priced than the plain colored version. We apologize if this was not clear. I encourage Ms. [redacted] to ask for myself or the manager on duty if she should have any further concerns while visiting the store. In light of the aforementioned information, we respectfully ask that this matter be considered resolved.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.   Sincerely,   Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com [redacted]

April 7, 2016

class="InsideAddress">
[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 his tool set missing pieces.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Store General Manager for unit# [redacted].  [redacted] has attempted to reach [redacted] via telephone and has left contact information on his voicemail; however, at this time he has not responded.  We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him.  [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue.  In the interim, we will consider [redacted] matter closed, pending his 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]
Regulatory Complaints Specialist
[redacted]

We purchased a new washer and dryer from Sears approx. 75 days ago. We owned it for 61 days and the mother board went out on the washer. Ok that sucks but that isn't Sears's fault, I get that. However, the respond from the GM there was embarrassing to say the least. I explained to him that we have my wife and I and 5 boys and my wife's brother is also living with us so I asked him if we could simply bring this one back and exchange it for another one? He said no. FYI I run a [redacted] store in the same town and we exchange cars for people in this situation so a washer should be no problem! So fast forward after getting no where with him to now since it is under warranty Sears ordered a new part for it...it took a few days to get and then a few days for the tech to show up and then IT'S the Wrong Part! Soooooo still no washer still and my wife has to go to a laundry mat ( embarrassing !! ) Sears orders a new part and it takes a couple days to show up and a day for the tech to come out and YES you guessed it...IT'S the Wrong Part again! So we have now almost had a NON-Working Washer as LONG as we have had a Working washing machine! I really hate to complain but this is embarrassing and the GM of the store seams like he could care less.

I had a horrible experience with the Sears driving school at Memorial City mall. The supervisor for this location does not follow policy and has very poor customer service skills. He was very rude when I questioned their policy I was threatened by the supervisor and told he could add additional fees if I did not like his logic or response.

November 24, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her dissatisfaction with...

our customer service and our
failure to apply a coupon code to an order after she submitted it.It is unfortunate that we failed [redacted] expectations
when she recently placed an order with [redacted] 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.  Although our
stated policies explain that coupons and coupon codes must be applied before an
order is submitted or completed on our website, our associate agreed to honor
[redacted] request as a good will gesture. 
As such, a credit of $10.00 was issued to her [redacted] account ending in
[redacted] on November 24, 2015.  [redacted] should
be able to see the credit within 1 to 7 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 [redacted] 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 [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]

October 9 2015
Revdex.com
Attn: [redacted]
330 N. Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com Case #: [redacted]
Via: Revdex.com Website
[redacted]
Thank you for...

allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. On behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file.
SHIP cannot provide a free service to [redacted]. That decision is based on the following information. Our project coordinator visited him on 09/28/15 and inspected the floor. There are 2 patches where the linoleum was ripped by the customer, admittedly, sliding the refrigerator side to side to get it to roll out. Linoleum is obviously not made to withstand side-to-side sliding of that much weight concentrated on the small contact patches of the wheels. LVT, wood, or even ceramic tile would be damaged from this type of motion. The refrigerator wheels are meant to roll in one direction. The direction of movement has to follow the orientation of the wheels or this will happen again. If a 300+ pound (empty) refrigerator is manipulated side to side, the wheels do not ride on the linoleum. They dig into it, which appears to be what happened.
[redacted] warranty protects against ripping "under normal circumstances". [redacted] states in its care and cleaning instructions: always move heavy furniture and appliances with care to avoid gouging or tearing the floor. First, lay strips of plywood or hardboard panels on the floor. Then roll, "walk" or slide these items on the strips. Do not push or pull appliances and heavy furniture without taking these precautions. There is no evidence to indicate that the flooring is defective, or does there appear to be any evidence indicating it was improperly installed. Our project coordinator states that he tried to roll the refrigerator forward and was unable to move it. He further states that the customer had the same issue, which is why he dragged it back and forth to get it out of the way so he could paint behind it.
The damage to the product is clearly caused by customer abuse/neglect. It is not normal wear nor is product failure or any condition that would be warrantable. The issue is beyond normal wear and tear according to the pictures our project coordinator took during his inspection. The floor is non-warrantable due to this. If the customer would like to pay the cost to repair the floor we can accommodate that. He can contact our district office or the phone number listed on the contract to make arrangement. The customer will have to pay to order the materials if he does not have any left-over flooring. He will also be responsible for labor/trip charge. Unfortunately, repairing it provides no guaranty the same thing will not happen again next year or next week.
As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at [redacted].
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
[redacted]

I wanted to buy a gas range from this Sears store. I went to the store on Friday and the salesman told me the stove was priced at $1144.99 and that it would be going on sale for 15% off and to come back on Sunday. He e-mailed me a picture of the stove I wanted with the quoted price and said to bring it with me to Sears for the Sunday sale. When I went back to Sears on Sunday the price went up to $1499 on the stove and the price of $1144.99 was no longer valid. Several other customers in the appliance department were being told the same story. While we were there the customers left and took their business elsewhere.

Revdex.com:
Having not been in construction at all,  I paidfor an exteded warrenty AND the installtion from carrier and sons in North Canton, Ohio. when I called the searsnumer, you told me I had 4? week stillnder warrenty. I don't understand and I currently have health issues ( rain tumorsm cancer of the brain undergoing radiation therapy ang hemi-paralysis) thatstops me from payiong extra or walking downstairs for mor information
Alan [redacted] Cuyahoga Falls Ohio 44221. I am not a
Sincerely,
Alan [redacted]When I purchasedthe water heater after my mom passed away in
2008, I know I am not a construction guy and not ahomeowner.  I oought the extended warranty and hired a
searscontractor, carrier and sons in north canton ohio,  to install it poorly—connecting coop to pvc,
allowing the heat to melt and start rusting. When I called I while sago, I was
told I was stillinwarrenty.I have severe health issues right now and I am paralyzed
and—hopefully—finished radiation on a cancerous brain tumor.  What did I do wrong and how can it e fixed? I
can move to the basement and the ills are piling up.  Carrier and sons did a poor jo, joining pvcwith
copper pipe and allowing it to melt , making the water run and rust. I don”t
know how to dothis, which iis why I paid extra.Alan [redacted]CuyahogaFalls, Ohio
44221[redacted]

Terrible customer service. No one takes ownership, every person has a different response, constantly transferring you to another area... 1 month of calls all lasting over an hour, still no resolution. Unacceptable.

February 16, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and the cancellation of her layaway order.   It is unfortunate that we failed Ms. [redacted] expectations when she recently used Kmart layaway. We value her patronage and can assure her that her concerns have been forwarded to management for review.  Ms. [redacted] indicates that her layaway order may have been cancelled due to non-payment.  In case Ms. [redacted] is not already aware, our layaway service allows customers to make payments every 2 weeks, for 8 to 12 weeks from the date the account is opened.  Our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened.  Layaway progression or cancellation for non-payment is an automatic process that our store personnel is unable to delay or change even at our customers’ request.  With that having been said, a manager from Kmart Store number [redacted] contacted Ms. [redacted] on Monday, February 15, 2016, and offered to issue her refund in the store.  Ms. [redacted] accepted this offer and returned to our store to receive her refund.  Therefore, at this time we can only reiterate that we regret any misinformation Ms. [redacted] may have been provided about the cancellation of her layaway order.  We hope that in the future she will allow us an 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.  If she needs any further assistance she may contact [redacted], Manager for Kmart Store [redacted], directly at [redacted]  We respectfully ask to have this matter closed, since we have noted Ms. [redacted] comments and an equitable 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]

January 26, 2016     [redacted]
class="InsideAddress">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding the cancellation of his dishwasher repair.   First, we would like to apologize to Mr. [redacted] for failing his expectations when he recently scheduled service for his dishwasher.  Unfortunately, there are times when a repair will need to be rescheduled due to unforeseen circumstances, such a technician not being able to complete all the calls on his route because of an unexpected lengthy repair, because a technician’s route was inadvertently overbooked, or because a technician called in sick.  In Mr. [redacted] case, it appears that the technician was overbooked.  However, it appears that the agent who spoke with Mr. [redacted] misinformed him that the technician had come by his home and noted the call as “not home”.  We have sent feedback on this agent so that the appropriate coaching can be provided to prevent further issues such as this from recurring.   Our records show that Mr. [redacted] has not rescheduled his appointment, but we hope he will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation upon.  In an effort to retain Mr. [redacted] patronage and to express our sincerest apologies, we have submitted a request for a $25.00 gift card.  Mr. [redacted] should receive it in the mail within the next two to three weeks and is welcome to use it at his local Sears or online.  In the interim, since we have documented Mr. [redacted] concerns with the repair/scheduling process, 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

October 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94570203-Anton [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the...

service provided on his water heater.
We have reviewed Mr. [redacted]'s file and a refund for the labor portion of his charge, $100.00, was requested. He should see this credit within 3-5 business days. The remainder, the diagnostic fee, is a nonrefundable charge and a script is read to our consumers advising them of this when they schedule their appointments. Our technician did perform a service by determining what the cause of the malfunction was and this cost us both time and money to provide that service; therefore, a full refund will not be issued. That said, we understand Mr. [redacted]'s concerns, which we have forwarded to the appropriate parties so that further occurrences may be prevented, and that is why we issued a refund for the labor fee. 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
[redacted]
Tammie.[redacted]@searshc.com

August 1, 2016
[redacted] Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Mr. [redacted] rebuttal complaint regarding his dissatisfaction with the performance of the dishwasher and his allegation that the completed installation is not up to code.
We apologize for the delay in responding to this complaint. We forwarded this matter to our Installation Management team to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to complete the research. In the interim, should Mr. [redacted] have any questions, he may contact 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
[redacted]

[redacted] Revdex.com
font-family: Arial, sans-serif;">330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re** [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding his range.   For customer satisfaction reasons only we have processed an exchange for Mr. [redacted] with delivery scheduled for November 2, 2016.   It is important to note that whether Mr. [redacted] believes it is necessary or not to have a dedicated properly grounded non GFI outlet or not the fact remains the manufactures installation instructions state that the range must be on such a line. If he chooses to ignore these instructions as is his right as a consumer then he will violate his manufactures warranty. These instructions are for the safety of our customers and Sears will not violate them. If we find that a Sears’s employee has purposely ignored these installation instructions then we will address internally with management. It is also important that Mr. [redacted] understands that when the range is delivered if there is not an outlet set up as instructed per the owner’s manual our delivery team will not complete the installation until the matter has been rectified. That being said since we have exchanged the range as Mr. [redacted] has requested we have closed this case.   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 [redacted]

July 31, 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 allegation that she had a 2 year Master Protection Agreement upgraded to a three year contract and her contention that this should be honored.
 
We would first like to note that if we did in fact send Ms. [redacted] a mailer after she received the first one, it would not have had the exact same contract for a year more for only a few more dollars. It could though have attempted to sell her a Repair Agreement (RPA). When we have a customer that already has coverage under our premier Master Protection Agreement (MPA), then when we solicit them for a renewal, we offer them the same level of coverage that they have become accustomed to. If the customer still decides they do not want to renew, we might offer them then our second level coverage which is an RPA. This agreement does cover repairs, but it does not have a “no lemon guarantee” clause that provides for a comparable replacement by a fourth repair in a 12 month period. Also, any comparable replacement is capped at no more than $1500.00 where the MPA does not have a limit. Because the benefits are less, the price is less, and we think this might have been the second offer Ms. [redacted] would have received with the lower cost overall but for a longer length of time.
 
With that said, our agent would generally not provide an MPA for the lower price of the RPA. Our records indicate that Ms. [redacted] contacted us May 3, 2015, and purchased the 2 year MPA for $274.58 with the tax and she charged this to her [redacted] ending in [redacted]. We then show she called back on May 20, 2015, and the agent noted that Ms. [redacted] misunderstood her coverage and that this was the reason she canceled the MPA she had just bought a few weeks before. Her [redacted] was refunded in full on May 20th, 2015, and we do not show that any other agreement was sold to Ms. [redacted]. If she did not receive this refund, then she is welcome to provide us with the full 16 digit account number and we would be able to see who exactly rang her up and any refunds that were issued. If we show she was charged, and never refunded, then we could have the coverage reinstated. However, if all we have is the charge and then the refund, Ms. [redacted] would need to submit some type of receipt showing we charged her again through another means. If she does not still have the receipts, then if she provides us with all 16 digits of whatever card she used, we should be able to find any charges associated with that card number. If we cannot locate the purchase and Ms. [redacted] cannot submit any card statement, receipt, or canceled check that shows that we kept any of her money for a contract, then we would not be able to honor her request to reinstate any coverage at no charge.
 
If the washer is not currently working, the only coverage she would be eligible for is our Service Smart Agreement (SSA). It has a higher cost, and more limited benefits, but it is the only one we have for merchandise that is not in good working order at the time the contract is purchase. If Ms. [redacted] is interested in purchasing one of these, we would be happy to go over the details with her. At this time, since we have explained that we do not show we ever retained any monies and that Ms. [redacted] was refunded in full over a year ago for her purchase and we do not show that she ever contacted us after she received the refund to see why she was not charged anything for the coverage that she thought she purchased, we have closed our file.
 
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. Be aware that I will be out of the office starting today and not returning until August 8, 2016.
 
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
[redacted]
Email: [redacted]

Complaint: [redacted]
I am rejecting this response because:
 
The person who emailed me did not state they were from Sears!  We had a misunderstanding, I was assuming it was from Chili's from our other complaint.  I had emailed back to the person stating the misunderstanding, however I did not received a response.  Again, we want the refund back to check not gift card as we will not be shopping at Sears anymore after this horrible incident.  Too many bad reviews all over the net scares us off pretty bad. 
Sincerely,
[redacted]

October 4, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]–Joseph P. [redacted]     Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding his grill.      We apologize for any misunderstanding. The burners Mr. [redacted] needed have been sent to his home free of charge and the estimated arrival date is October 12, 2016. Accordingly, we ask that this matter be considered closed.   Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com

Initial Business Response /* (1000, 11, 2015/08/20) */
August 20, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms.[redacted]
We have completed our investigation of Mr.[redacted] complaint...

regarding repairs for his Legend television.
Our research found that when the[redacted]' purchased their TV with a MPA on March of 2012 the MPA was submitted incorrectly in our system therefore looking as if they did not have any service coverage for the Legend. While the TV was in the service center our service technician did indicate which part was needed to repair but that this part was no longer available. Under the MPA we would have replaced the TV at this point feature for feature. Since this is not a deliverable item due to the TV being under 35in and with Ms.[redacted] agreement we are proving her with a gift card in the amount of $200.00 to replace the TV. We apologize for any confusion and frustration this incident may have caused the[redacted]. As we are replacing the TV and the[redacted] have been provided with my direct contact information we are closing our case.
We apologize to Mr.[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
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received the agreed settlement.7 days and counting.
Final Business Response /* (4000, 16, 2015/09/02) */
September 2, 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] rebuttal.
We contacted and confirmed with Ms.[redacted] that they did receive the gift card and were able to pick up a new TV. Ms.[redacted] stated that the Gift Card came in the day after they submitted their rebuttal. At this time we are waiting for a copy of the purchase receipt for the new TV so we can transfer the Master Protection agreement onto the correct TV. Since the[redacted]' have received the gift card and purchased a new TV we have closed this complaint.
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
[redacted]

On July 15th 2016 We bought 2 "Queen" bed sets from Sears in N. Little rock AR, 3930 McCain Blvd. When they delivered them on July 22nd. what they delivered was 2 "Queen" Mattresses and 1 Queen boxspring and 1 twin boxspring which should have raised a red flag at the warehouse even before they left for delivery. We have spent the last 3 weeks trying to resolve this issue including about 15 phone calls with managers trying to explain what happened when we don't care WHAT happened, we just wanted the CORRECT boxspring. We were hung-up on numerous times talked down to and treated horribly. I got a call from a "Selene" at corporate headquarters/deliveries who said she was there to resolve the issue. And after explaining what she would do. After the nightmare we went thru, she had the gall to tell me she needed to charge me MORE money for the "correct" boxspring! Then when she was going to hang up she gave me her name, phone number & extension and said if I had any further questions to feel free to call her. Well, 10 minutes later I did have a question so I called and got voicemail which was a generic voicemail and "Selene" never called back. For such a well known company their customer support is horrendous, it took many hours trying to figure out who in the company to complain to, the highest possible manager we could locate was a "Floor manager" which is nothing more than a glorified employee, so it took 3 weeks to get our boxspring. Needless to say WE WILL NEVER BUY FROM SEARS EVER AGAIN. THEY DO NOT APPRECIATE OUR BUSINESS. By the way, I filled out their digitally sent feedback request sent to our email address. One of the questions the survey asked is if we would like the company to contact us concerning the survey. We have still not heard from them

July 28, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

  Re:  [redacted]        Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his stove.        District Manager [redacted] provided the following response:   I have spoken with Mr. [redacted] Arrangements were made to provide him with a unit that featured the down draft venting he wanted in exchange. Mr. [redacted] indicated that this resolution met with his approval. Should he have any further questions, he may contact me ([redacted] at ([redacted] during normal business hours. 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 [redacted]