Sears Holdings Corporation

March 23, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611     [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding her request to return a washer purchased from Sears for a refund.   Upon researching [redacted] complaint, we found that she purchased her washer January 8, 2016, it was delivered on January 14, 2016, and she reported the issue detailed in her letter on February 28, 2016.    Per Sears’ stated Return Policy, the washer was eligible for return within 30 days of purchase.  Unfortunately, whether using the purchase date or the delivery date, [redacted] request for a refund occurred outside of this 30 day return period, and as such her purchase no longer qualifies for a refund or an exchange.  Her only option at this time is to accept a repair under the manufacturer’s warranty.  However, as Ms. [redacted] states, she cancelled her repair appointment and Sears has not had the opportunity to evaluate the washer.  While we empathize with her situation, we can only apologize for any inconvenience Ms. [redacted] may have experienced and ask her to schedule a new appointment to allow our technician to evaluate her washer.  Ms. [redacted] would be charged for the appointment only if it is determined that she has clearly disregarded the manufacturer’s instructions and/or if the failure she experienced is a result of misuse, abuse or an issue in her home unrelated to the washer itself.  Since we have explained why we are unable to honor [redacted] request for a refund, we ask to have this matter closed pending her acceptance of a service appointment.   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]

"Top of the line" dishwasher has been inoperable off and on for 5 months. We've called numerous times for resolution, only to have to wait two weeks for a service tech to come out and say that the appliance is fixed. Next day it is inoperable again. We purchased the warranty on this product (as we always have). For what?! Filing a complaint with the company gets you no where and to only receive the run around. After being a loyal customer for 40+ years, I would seriously suggest that no one should buy appliances thru this company, nor invest in a so called "warranty" that does little good. Of course, that's I if you actually like working appliances.

August 15, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Patrick [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint...

regarding his dissatisfaction with the customer service he received at the store; as well as over the phone when he called for assistance.
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr. [redacted]’s expectations. We value Mr. [redacted]’s patronage, but can understand his frustration. We contacted Mr. [redacted] and we discussed his concerns and apologized for our associates’ lack of interest to assist him. We explained that the information we have available is the replacement parts list for the tractor, but it does not provide the size of the wrench (tool) required to remove a part. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. With that being said, we respectfully request this case 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
September 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Richard [redacted]# 94568412
Dear Ms. [redacted]:
...


We have completed the investigation of Mr. [redacted] complaint regarding his Mother's recent visit to one of our auto centers.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to Jason [redacted], Auto Center Manager of store# 6620, who states the following:
Mr. [redacted] Mother was in to have her battery tested and we performed the performance snapshot as part of her service. We suggested the coolant exchange based on age of the vehicle and suggested a brake evaluation based on the fact there was a noise while pulling her car in for service. A full brake evaluation was not performed on this vehicle. The question was asked as to what brakes would cost if we were to change them and the price of $240 was given. The $500 estimate given to his Mother was the price for the battery, brakes and coolant exchange. Again, a brake inspection was not performed so that price is not in stone. Mr. [redacted] did come in upset saying our brake prices are way too high and that he could get them done elsewhere at a lower price, and he is entitled to do so. All services that we performed that day were explained over the phone and authorized. I will not be offering any refund as I have already talked to Mr. [redacted] and his request for refund was unreasonable. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

October 2, 2015Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611Our File No: 14740880Revdex.com File No: 94571946/Marc [redacted]Via: Revdex.com WebsiteDear Ms. [redacted],This letter serves to confirm...

that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. Mr. [redacted] advised me that since his complaint was filed his issue has been resolved and nothing further is needed. Mr. [redacted] also advised me of the delays he experienced. We apologize for any inconvenience he may have endured.As no further work is needed, we respectfully request that you close your file. On behalf of SHIP, please know that we value Mr. [redacted] as a customer and appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]@searshomepro.com.Sincerely,Liz [redacted]SHIP/HI Regulatory Complaint Specialist cc: Marc [redacted]

December 19, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [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 trampoline she ordered for store pick up through kmart.com layaway.    It is unfortunate that we failed Ms. [redacted] expectations when she recently used Kmart online layaway with the option for store pick up.  We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  As a result of this action, [redacted], Distract Manager for Kmart Store number [redacted], spoke with Ms. [redacted] on December 19, 2016, in reference to her concerns and offered her $50.00 cash as an apology for her experience.  Our records indicate that Ms. [redacted] accepted the offer and indicated that it met with her approval.  Therefore, she is expected to receive the amount by mail within 10 business days.  At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced.  We hope that in the future she will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed, since we have noted Ms. [redacted] comments and 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]

[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 a dishwasher purchased from the [redacted] Sears Outlet.
[redacted] manager of the [redacted] Sears Outlet provided the following response:
Since receiving Ms. [redacted] complaint regarding her dishwasher, I have been in contact with her via email. That said, Ms. [redacted] will be in to the store to select a replacement dishwasher when she has availability to come into the store. Ms. [redacted] has our word that Sears Outlet will exchange the dishwasher once she identifies a replacement unit. If Ms. [redacted] has any additional concerns, she can reach me at [redacted] or via email at [redacted]. At this time, since we have noted our intent to replace the dishwasher once a comparable unit has been identified, 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]

April 25, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]      [redacted]   We have completed the investigation of [redacted] complaint regarding the pricing of a recent purchase.   As clarification, [redacted] purchased his washer and dryer at his local store and he received the current sale prices plus an additional 15% for using his Sears card. Our website runs separate pricing promotions at times and free delivery was being offered online, but not the additional 15% off if the Sears card was used like the store was offering. What [redacted] wants us to do is combine two different promotions from two separate store formats and we will not do that. We would like to note our Price Protection policy, which is listed in each sale circular, on our website and is usually posted in our stores verbatim ''Buy with confidence from Sears. If an item you have purchased from Sears goes on sale for a lower price within 14 days of your purchase, Sears will refund the difference. To claim a Price Protection Policy adjustment, go to your original Sears store where the purchase was made with your receipt. If your purchase was made on Sears.com, please fill out a form. You will be given a refund for the difference of the original selling price and the current advertised/reduced price.'' Please note that the policy does not say that any promotional offers will be taken into account, only the sales price itself. We apologize if this was not explained to [redacted].  While we certainly are willing to make sure our consumers get the best price possible, in reviewing [redacted] receipt, it seems he received the best possible price. If we were to credit the $69.99 delivery fee, we would have to charge him the 15% he was given for using his Sears card and that was much more than $69.99. He would not be entitled to the 15% discount and free delivery.  Since we are unable to grant [redacted] request, 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] Regulatory Complaint Specialist            Sears Holdings Corporation [redacted]

December 9, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: #10964261 – David N. [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s
complaint regarding his disssatisfaction...

with our customer service and failure
to deliver his range on the expected date.It is unfortunate that we failed Mr. [redacted]’s
expectations when he recently purchased a range with delivery service from
Sears. We value his patronage and can understand his frustration with the events
detailed in his complaint. We can assure Mr. [redacted] that his concerns have been
forwarded to management for review so that future problems of this nature can
be averted.  Additionally, Executive Member
Services spoke with Mr. [redacted] in reference to his concerns, confirmed the
delivery of his range on December 9, 2015, and offered him a credit of $100.00.
as an apology for this issue.  Mr. [redacted]
accepted this offer and indicated that it met with his approval.  As such, his check is expected to ship this
week and arrive at the address he provided within fifteen business days.  At this time, we can only reiterate that we truly
regret any inconvenience he may have experienced.  We respectfully ask to have this matter closed,
since we have noted Mr. [redacted]’s 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,  Nicki [redacted] Regulatory Complaint Specialist[redacted]1-800-762-3049 Ext. [redacted]

[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] complaint regarding a refrigerator purchased from Sears. After receiving and reviewing Mr. [redacted] complaint, immediate action was taken and an even exchange was processed. That said, the new refrigerator has now been ordered and is scheduled to be delivered on August 3, 2016. I have asked Mr. [redacted] to reach out to me in the future if I can be of any further assistance. Since we have noted our response to Mr. [redacted] complaint, 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]

January 21, 2016
'serif'"> 
[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 recent visit to one of our auto centers. 
 
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager for Unit# [redacted], who states the following:
 
Mr. [redacted] purchased an Advanced Gold DieHard Battery from us on December the 29, 2015.  He arrived at my store at 5:50 p.m.  We installed his battery and he was invoiced out at 6:03 p.m. He paid $200.99 for the battery, $19.99 for DieHard service, a $3.00 State environment fee and sales taxes of $16.58, for a total of $240.56.
 
A few days later, Mrs. [redacted] called and was upset because as she said our battery was no good and her car would not start.  She asked us to come to her home and fix it.  I explained to her that I had no one who could do that.  I suggested she get someone to jump it for her or remove the battery and bring it to us so we could test it and exchange it if it was bad.  I also suggested that she could call her car insurance company to see if her policy covers towing.  She explained to me that she had kids to transport and now she can not do that because our battery is no good.  I told her I was sorry and understood why she was upset but there was nothing more I can do.  She hung up.
 
Mr. [redacted] called me later and told me what had happened and said we needed to send someone to his work and replace the battery.  I told him that I could not do that.  He told me he works till 6p.m. how can he get to our store if we close at 6p.m.  I told him that maybe he could leave work early.  He hung up.
 
The next time I saw Mr. [redacted] was Wednesday morning the 6th of January.  We checked his car in at 8:58 a.m.  We tested his battery which took about between 24 and 48 minutes to declare the battery as bad.  We then replaced the battery with another battery for free.  The complete transaction totaled $o.  He was not charged anything. I invoiced the ticket out, explained the warrantee was still three year free replacement and told him I was sorry for the inconvenience, gave him his keys and he left.
That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request 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 Complaints Specialist
[redacted]

I put Item on Layaway then after I payed it off I decided to cancel it. They said it would take 7-10 days to receive my payments back. I canceled it on July 14, 2016 and still have not received may money back and it is August 1,2016, I called and keep getting the run around on it. They said to wait another 24 hours for email. Then he said it could take up 7 to 14 days. This is total **. No one nose were may money is were not talking a few dollars this $443.39 my not be a lot to some people it is to me.

What a joke. - bought from Sears for quality and service. Paid them to install a new [redacted] dishwasher. Warranty covered all for 1 year and parts for 2 years. Started leaking after 1.5 years so I called for service. Ridiculous and rude. My sister waited from 8-5 because that is the only window they would give. Tech finally showed up and didn't use any of the bags of parts Sears had shipped to my house. Said it was a seal. Replaced. Charged $141 for 40 minutes of labor and 3 days later I find a huge puddle of water ruining my hardwood floor and basement ceiling. Call back and expect them to correct their mistake and receive nothing but rude treatment from service representatives who continue to explain to me over and over again that they WILL NOT give a repair window shorter than 8-5 and they really don't care that I need to miss a day of work to sit home and wait for them to show up and what am I too stupid to understand about that. They need to fix floor, ceiling &DW

Initial Business Response /* (1000, 6, 2015/07/28) */
July 28, 2015
[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 that her laundry unit failed sooner than expected.
We apologize that Ms. [redacted] laundry unit failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer. As with all things mechanical, there is always the possibility of failure. Sears' goal is to provide quality merchandise to our customers and we are always concerned when something purchased from us fails. Manufacturers cannot anticipate or predict the life expectancy of any given part. Sears' goal is to provide quality merchandise to our customers and we are always concerned when something purchased from us fails.
After reviewing Ms.[redacted] compliant and our files, we contacted her on 14 July 2015 and were informed that the merchandise in question was picked up on 12 July 2015. In addition, the store manager provided her a check to cover the plumber fees. We ask Ms. [redacted] to allow 7-14 business to arrive via USPS. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation on but understand if this is not possible. At this time, 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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -XXX-XXX-XXXX
[redacted]@searsch.com

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title: Dana [redacted]
Contact Phone: [redacted]
June 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - Donna [redacted]

Dear Ms. [redacted]:
We...

have completed the investigation of Ms. [redacted] complaint regarding the repair of her TV.
Our records indicate that Ms. [redacted] was assisted by Nancy [redacted] in our escalated complaint department. Ms. [redacted] repair was completed on June 8, 2015, and Nancy offered a one year extension on the coverage at no charge, as this was purchased on Ms. [redacted] behalf. This is added to the other months of complimentary coverage that was provided so that instead of having her Master Protection Agreement (MPA) expire on May 29, 2015, it now does not expire until November 29, 2016. The extensions had a retail value in excess of $300.00. At this time, since it is our understanding the TV is now operating properly and we provided Ms. [redacted] with extensions on her MPA at no cost to her, 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.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
As stated in the response from Sears to the Revdex.com this was not just a part that I ordered from Sears Parts Direct and "subsequently returned"  but rather a PART THAT I ORDERED CORRECTLY AND Sears SHIPPED THE WRONG PART!
Any Refund is not a "one-time customer courtesy" as stated by Sears but rather Standard Operating Procedure as advertised on Sears Parts Direct wen site as a parts warranty for 365 days!
I ordered the part on 11/14 - The money was deducted from my account IMMEDIATELY on 11/14 and I received an Email on 11/22:
On November 22, 2016 at 8:46 AM Sears PartsDirect <no-reply@[redacted]> wrote: Refund confirmation Your refund has been processed Dear [redacted], The part from order [redacted] you placed on 11/14/2016 has been refunded. Please allow 3-5 business days for your financial institution to … - I never received the refund!
I called Sears Parts Direct on 12/16 and was told by a Sears Rep that she found that the refund had NOT been released and that they would be releasing the refund ASAP and I would receive the refund in 2 -3 business days - I asked for a confirmation Email when I did not receive the Email I called Sears again on 12/17 and was told by a Sears rep that they were waiting for written confirmation from me that I had not received the refund - I sent the confirmation out immediately asking for a return Email confirming receipt of my Email and ETA of refund!  Not trusting Sears for obvious reasons I contacted the Revdex.com  only then did Sears respond to this issue)and now Sears is claiming 5 - 7 business days (by my calculations on or around 12/29) a FULL Six weeks after the order and a Full FIVE weeks after the original Email promise of refund!
Upon reviewing all of the broken promises that Sears has made Sears should expedite my refund and deposit the funds in the same time frame that they deducted the funds from my account - IMMEDIATELY (especially this time of year)!  Then I can cut ties with Sears Parts Direct and seek out a reputable alternative supplier!
 
 
 
 
 
 
Sincerely,
[redacted]

April 15, 2016
 
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611 
[redacted]
 
[redacted]
 
We have completed the investigation of [redacted] complaint regarding her request for a refund of the shipping charge for a market place order she returned to the seller.  
 
It is unfortunate that we failed [redacted] expectations when she recently placed an order with a seller hosted on the Sears website. We value her patronage and can understand her frustration with the events detailed in her letter.  As clarification, our website specifically states that “Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies.”  It may also be important to mention that while the Sears website does state that we may be able to cancel orders if the request is made within 15 minutes of placing the order, and before the order reaches “processing” status, our records show that Ms. [redacted] placed her order at 11:03AM and called to request cancellation at 11:32 AM, which may have had some impact on our associates’ ability to fulfill her request.  Regardless, [redacted] concerns have been forwarded to management for review and a refund of $6.25 was issued to her [redacted] account ending in [redacted] on April 15, 2016.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  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]

I ordered a shirt in 3 different colors from Sears. I received the package for my online order. My shirts were placed in a plastic store bag, then put in a box that was not taped shut properly. Inside the package were 3 shirts that I did not order. I contacted customer service to resolve the issue. I was told that they couldn't send the correct shirts, I would have to reorder. To settle my issue they gave me a 10% refund of the original price paid for the 3 shirts that I never received.

December 23, 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 washer and his request for a replacement.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer.  After reviewing Mr. [redacted] complaint and the notes in our service system, District Manager Michael [redacted] authorized a replacement under Mr. [redacted] Master Protection Agreement (MPA).  Based upon the features of Mr. [redacted] current washer, it was determined that $699.99 would provide him with a comparable replacement under his MPA.  Mr. [redacted] was contacted and advised to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him.   Mr. [redacted] will need to provide the telephone number on record, [redacted] to verify the replacement authorization.  The new washer will be delivered at no charge and the old unit removed.  The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until August 8, 2019.  With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

The item I ordered from Sears never came after waiting approximately one month. I called the store and received poor customer service. With more difficulty because I couldn't find the appropriate phone number on Sears Website, I called another Department in Sears which gave me a number that didn't work so I called Sears back and was eventually transferred to a person in the correct department.
I then spoke to a person who was confused about the shipping address of the item so I asked to speak to a Supervisor. After holding a while I was able to speak to a supervisor and even he was confused about the shipping address. Eventually, after he called the Sears store where I ordered the item, I was told it was lost. I was eventually told that I would be refunded the amount paid to compensate me for the problem. (If a customer doesn't get what is ordered, after approximately one month it shouldn't be thought they are compensating them for the hassle by refunding their money.) I asked for a discount and was told that he would give me a 10% discount but I would need to give the order number. The order number he gave me was different though than the order number on my receipt.
Even with a discount, who would want to order another item from such a place--especially if they pay for a tool and still don't have it after a month. A person can't use what they don't have.