Sears Holdings Corporation

Complaint: [redacted]
I am rejecting this response because: this is a very disappointing and unaccountable response. I could be mistaken, but I don't think i'm in the minority of consumers that doesn't read every policy and rule in fine print before they make a purchase. How am I supposed to know that Im purchasing from a compleatly different company when at the end of my purchase it says 'thank you for shopping with sears' and on my credit card statement it shows a purchase form sears holdings?
It seems like such a horrible business decision to tell a customer who has shopped with sears for years that they won't honor the vendors return policy that advertises on sears holdings web site. In addition, the vendor that FAILED TO HONOR THEIR RETURN POLICY THAT WAS WRITTEN ON SEARS' WEBSITE has had tons of complaints against them for EXACTLY the same reason I'm telling you now, that have gone unresolved. They currently have an 'F' rating on the Revdex.com website. Again, maybe I'm alone in this thought, but after seeing that sears is representing other businesses who hold an F for customer satisfaction, I associate that directly with sears. As far as Im concerned, sears also has an F. This has been over three months now and my refund has still not posted on my bank statement (even though, the return policy with this vendor is 30 days and I initiated the return the day after I received it in the mail). I have not ask for anything outside of the return policy, I have been following the return policy exactly. Because the company who advertises through sears FAILED TO RESPOND TO ME AND TO SEARS AND WILL NOT HONOR THE POICY THAT THEY SHOW ON YOUR WEBITE, I expect you now follow through. I don't think my complaint to the Revdex.com would have gotten me anywhere; I think It was the fact that I have emailed every person in a leadership role I could find to get you to HONOR YOUR RETURN POLICY.
You have lost a customer in me and my family. The response that you don't have to be responsible for the companies that sell on sears.com is very disappointing and I will share with my friends. I hope people see this post before shopping at sears in the future, so they know exactly what sears stands for.
Sincerely,
[redacted]

March 28, 2016 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] We have completed the investigation of [redacted] complaint regarding her washer. It is unfortunate that [redacted] is not satisfied with her washer, but no defect has been found with the unit.  [redacted] is simply not satisfied with the way the unit operates.  Sears’ Return Policy allows a consumer 30 days to determine whether or not a product meets their needs and expectations.  Unfortunately, [redacted] purchased her washer over five months ago, so neither a refund nor an exchange is an option.  Furthermore, even though she carries a Master Protection Agreement (MPA) on the washer, certain criteria must be met before a replacement can be offered. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its last product failure…”  In [redacted] case, she has not had any parts replaced to date and the unit has performed as expected when the technician was present.  With that said, since we have explained why a replacement is currently not an option for Ms. Bount, and documented her concerns with the repair process, we ask that this matter be closed. We apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

[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 Ms. [redacted] complaint regarding Sears Carry In Repair Services. [redacted] Sears Carry In Repair Technical Manager provided the following response: We are unable to resolve the phone issue and explained to Ms. [redacted] that the technicians make every effort to call the consumers when possible. The carry in repair technicians do leave a call back number when they have to call a consumer to discuss an issue when warranted. During the call with Ms. [redacted] we also explained that we have to charge for our repairs but we will be deducting $50.00 from her repair charge as a gesture of good faith.  The technician went over the previous repairs and concerns with Ms. [redacted] and she was satisfied with all of issues. If I can be of any further assistance to Ms. [redacted] she can reach me directly at [redacted]. That said 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]

March 11, 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 online order experience and request for to cancel her order.   It is unfortunate that we failed [redacted] expectations and can understand her frustration with the series of events detailed in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching further we found that [redacted] paid to renew her [redacted] account. Additionally, the January order was on the prior year max enrollment. We can only apologize again for the misinformation that was provided by Sears online and chat. As a gesture of goodwill, we have issued a full refund of $[redacted] back to her [redacted] account ending in [redacted]. For [redacted] records the return receipt number is [redacted] credit will post to her account within 3 to 5 business days. Finally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [redacted] 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

January 8, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #10960831 – Male [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided.
 
While Mr. [redacted] informed the store that someone at corporate was sending him back his gift card, when we looked into this after he did not receive it, we did not find that anyone had contacted Mr. [redacted] and told him this. As a matter of fact, we found the letter he sent in, and there was a cover sheet indicating that a gift card had been sent with the letter and that it had been cut up and disposed of since this is our process for credit cards. The person that cut up the gift card used the same process as for credit cards because she had never had a situation where a customer sent back a gift card unless the gift card was one issued by us as compensation for a complaint.
 
In Mr. [redacted]’s letter that included the gift card he specifically says: “In fact I am so upset that I am sending you the gift card I have, and you can do with it whatever you want”. He then requests that we send him the bike as “restitution” implying that we should send it to him at no cost, which could easily make someone assume that the gift card in question would certainly not cover the price of the bike. Nowhere in the letter does Mr. [redacted] reference the dollar amount of the gift card or lead anyone to think it is for anything more than a negligible amount. He also does not state that the gift card is enclosed to pay for the bike sale. Again, the only reference to the gift card is where he tell us to do whatever we want with it.
 
With that said, we would still have been willing to reissue it if we could verify what amount was on it, whether it had been used, and then deactivate it. The problem is that Mr. [redacted] did not record the gift card number, and he refuses to provide any proof, such as a receipt, because he says it was a gift. We have suggested that he might ask the gift giver to provide a receipt, but he declined to do so. If the gift giver does not have a receipt, but used a credit card for the transaction, then we can also look up the sale with the credit card number. Mr. [redacted] would just need to call Erica [redacted] at [redacted] to provide the 16 digit card number of the credit card used.
 
In the interim, we are at an impasse. We are willing to assist Mr. [redacted] in acquiring proof of the gift card purchase/amount and after verification, we are even willing to deactivate the old card and activate a new one with whatever balance was on it when it was mailed in. We cannot do this though without some type of cooperation from Mr. [redacted] and/or whoever purchased the card. Without any type of proof beyond Mr. [redacted]’s assertion that the gift card was for $400.00 and still had that balance remaining on it when he mailed it in, we are unable to provide him with that amount of compensation in a replacement gift card. We would also note that the bike in question is no longer available for sale so we cannot provide that either. At this time, in the continued absence of any proof of purchase, we have reclosed 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com

December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  #10977011 – Ivy [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding the installation of her...

dishwasher.We have received Ms. [redacted]’s complaint and would like to note that prior to contacting the Revdex.com, Ms. [redacted] reached out to our Executive Member Services team.  Ms. [redacted]’s dishwasher is scheduled to be delivered on December 18, 2015 and the monies paid for installation are to be refunded in full.  That being said, because we are in the process of rectifying Ms. [redacted]’s complaint, we respectfully request 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,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com

April 6, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

  [redacted]            [redacted]   We have completed the investigation of [redacted] complaint regarding his SYWR account.       First of all, we want to note that the Terms of Use for the SYWR program note that “points have no cash value and may not be redeemed for cash.” That said, we would like to apologize to [redacted] there was an error and the $15.00 was added to accounts, but with a 30 day delay. We attempted to fix it, but couldn’t remove points that hadn't posted yet. We had been telling our members when the points would post and post have been fine as long as they post on that date. [redacted] points were set to post today. However, we manually added $15.00 worth of points on March 29, 2016. Mr. [redacted] may want to monitor his account as it is possible that he may get double points. If that happens, we will allow Mr. [redacted] to keep both as a gesture of appreciation for his patronage. In light of the aforementioned information, we respectfully ask that this matter be 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted]
I am rejecting this response becausee after paying 1249 dollars for a refrigerator the ice maker should not have to be repaired twice within first year! Sears has had to replace all drawers and door seal! This refrigerator is a lemon!
I want it replaced

February 2, 2017
 
[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 inability to receive a microwave he purchased from sears.com.
 
As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers 24 hours a day, 7 days a week, 365 days a year.  Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time.  We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. 
 
We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description.  In case Mr. [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:
 
““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 … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.”
 
The fact remains that the microwave in question is not available and since it was being sold at a special closeout price, there are no substitutions.  That said, a check for the $134.42 Mr. [redacted] was charged, was issued on January 30, 2017. We ask that he allow 10-12 business days for delivery. In closing, in accordance then with our disclaimer and our posted policies, we are unable to honor Mr. [redacted] request to receive the original microwave since the item is no longer available and are also unable to provide him with a substitution for the same price, but he has received a refund, making him whole.   
 
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]
Specialist, Regulatory Complaints
[redacted]
 
Tell us why here...

Initial Business Response /* (1000, 10, 2015/09/28) */
Contact Name and Title: [redacted]
September 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our...

investigation Mr. [redacted]'s complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his mother-in-law's refrigerator. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Mr. [redacted]'s concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Mr. [redacted]'s complaint, so that future problems can be averted.
On September 24, 2015, the technician returned to Ms. [redacted] home (Mr. [redacted]'s mother-in-law) to install a previously ordered part. Once the part was installed, the refrigerator was tested and found to be operating properly. Again, we sincerely regret any inconvenience Ms. [redacted] may have experienced due to the delay in repairing her refrigerator. As a conciliatory gesture, our office processed a check request for $64.17 (20% of repair cost). The refund request was submitted on September 28, 2015, so Ms. [redacted] should receive a check within the next two weeks. With that said, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and documented Mr. [redacted]'s concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Mr. [redacted] and Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

April 5, 2016  
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611
class="InsideAddress">  [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding his online order that was canceled and his request for a refund.   [redacted], Store General Manager for [redacted], provided the following response:   It is unfortunate that we failed [redacted] expectations as we value his patronage and we can understand his frustration with the delay in receiving a refund. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter we have processed a refund accordingly. For [redacted] records the return receipt number is [redacted] can expect to receive a credit of $2045.13 back to his [redacted] account ending in [redacted] within 3 to 5 business days. Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a refund has been provided, we respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

January 5, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: 11006485 – JoAnn [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience.   We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with receiving delivery of her online order. After researching the notes in her order we found that the item was being sent from our retail replenishment center to the warehouse. This process usually takes 3 to 5 business days after the order is processed for the item to get to the warehouse. Additionally, UPS shipping takes approximately 12 to 19 business days to deliver. However, in Ms. [redacted]’s case she placed her order on December 17, 2015, and received her order by December 23, 2015. We can only apologize for failing Ms. [redacted]’s expectations and hope that in the future she will allow us another opportunity in the future. In the interim, we have noted Ms. [redacted]’s concersn 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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 7, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611Re: Stephanie [redacted] -
# 10977464Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s complaint regarding her refrigerator and...

her request
to have the unit replaced under her Master Protection Agreement (MPA).Upon receipt of Ms.
[redacted]’s complaint, we reviewed her service history to determine whether she
qualifies for a replacement refrigerator. Our records show that Ms. [redacted] purchased
the Master Protection Agreement (MPA) on April 1, 2013.   Within
the last year, Ms. [redacted] has had one qualifying service call completed under
service order 40761498 (completed August 4, 2015).  There was a second repair under service order
40818420 (completed October 3, 2015), where parts were ordered but not
needed.  The technician found that the
drain was clogged, causing water to freeze in the ducts.  He cleared the drain and returned the parts.  No further service has been requested in the
two months since the last service order was completed.While we understand that
Ms. [redacted] is frustrated and feels that her refrigerator has failed too soon,
the MPA only provides for replacement under very specific conditions.    According to the “No Lemon Guarantee” outlined
within the MPA, a covered product will be considered for a replacement if there
have been “four (4) or more separate product failures due to defects in parts
or workmanship within any continuous twelve (12) month period that the
product(s) is covered by this Agreement. Product failure will be determined by
us. Product failures for this purpose must include repair or replacement of a
functional, non-expendable part and does not include preventive maintenance,
product diagnosis, customer instruction, accessory, cosmetic, or non-functional
repair or replacement, or any repair covered under a manufacturer’s product
recall. Your request for replacement of a Covered Product(s) must occur within
sixty (60) days from its fourth (4th) product failure…”  As we stated previously, Ms. [redacted]’s
refrigerator has only had one qualifying repair to date.  Since we have explained why a replacement is
currently not an option for Ms. [redacted], and documented her concerns with the
repair process, we ask that this matter be closed.We apologize to Ms.
[redacted] and we appreciate the opportunity to address this matter.  Sincerely,Melissa [redacted]Regulatory Complaints
Specialist

February 2, 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 recent order.   As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program.  The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination.  Much like 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.    Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. The seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listings. Our Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual retune policies, which are accessible via a link on the page for the item. As such, we would not be required to honor Mr. [redacted] request. However, we are willing to consider granting it as a courtesy. At this time, we must verify the status of the dispute he allegedly claimed with his credit card company first, prior to issuing any sort of adjustment. Once this is done, we will contact Mr. [redacted] In the meantime, I may be reached via email at [redacted] during normal business hours if he has any other concerns.   In closure, 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] Specialist, Regulatory Complaints [redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Tim [redacted]
 
 
how was I supplied any information about the warranty when I was on the phone with your agent selling it to me on the phone and telling me what all was included?  So you have your agent lie to sell you product because how did I have information of what was being sold to me when I called about Ac repair you know on the PHONE.

October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] rebuttal.
We have reviewed both our response and [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with our response we are unable to grant her request to repair her [redacted] TV at no cost.
As explained in our original letter dated October 20, 2015, When a Sears customer purchases a MPA at the time of the new appliance purchase they are provided the first year of coverage while under manufacture warranty at no cost. This is not a new process or policy but one that has been in place for many years. Also for our customer convenience the expiration date of the MPA is printed on [redacted] receipt which states the MPA expires on 3/30/2013.
With that being said we would like to point out that [redacted] had the opportunity to renew her MPA at the time it expired but chose not to do so. As our decision has not changed we have closed our 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]

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] [redacted] [redacted]
class="InsideAddress">  Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding his service experience.   On receipt of Mr. [redacted] complaint we reached out to the service unit, parts were ordered on July 8, 2016 and installed on July 13, 2016. It is our understanding that the refrigerator is working as designed and there are no issues at this time.   It is unfortunate that we failed Mr. [redacted] expectations with his repair. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret the 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.  We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenience. We respectfully ask that this matter be closed, since we have repaired Mr. [redacted] refrigerator and noted his candid feedback.   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]

October 13, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] - Jody [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her...

dissatisfaction that her refrigerator failed sooner than she expected.
We apologize that Ms. [redacted]'s refrigerator 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, especially after the manufacturer's warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.
In Ms. [redacted]'s case, we were unable to find the purchase she references in our warranty system; however, from her comments it is apparent that it is no longer within the one year full manufacturer's warranty. From the model number she provided, it appears the refrigerator was manufactured by Whirlpool. It also looks like she initially filed her complaint over 6 months ago, so we assume by this time she has made a decision on how she wanted to handle the fact that her refrigerator was not functioning. The fact is if the warranty had expired, then any repairs would be at Ms. [redacted]'s expense. She mentions a warranty that she feels is a scam, and if she is referencing our Service Smart Agreement (SSA) then we would strongly disagree with that finding. It is actually the only contract we sell for items that are not in good working order and in most cases it is a great value as it helps put a cap on most repair costs. While it is not the perfect solution, particularly in the event that a very expensive repair like a compressor is needed or the refrigerator cannot be repaired, it is certainly better than no coverage at all.
Regardless though, since Ms. [redacted] was not covered under any warranty and she acknowledges that her purchase happened almost 2 years before, even when she filed this last February, and that would have been considerably past the return timeframe of just 60 days that would have applied to her purchase, she is not eligible for either a return, replacement, or covered repair. If Ms. [redacted] has still not repaired the refrigerator in question, she is welcome to contact me directly and I would be happy to point out in more detail all the positive reasons to purchase an SSA, and connect her to an agent that can sell one to her as well as schedule a service appointment. Otherwise, since we have explained why we are unable to honor her request for a replacement, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-248-7740
Email: Dana.[redacted]@searshc.com

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

align="left">  [redacted] We have completed the investigation of [redacted] complaint regarding a service call to repair her garage door opener. When I spoke with [redacted], it was agreed that we would have her garage door opener serviced on Friday, April 29th before 1pm.  When the technician contacted [redacted] to advise of his arrival time she stated that she was to be scheduled on Saturday the 30th. The local office was booked with appointments and informed [redacted] that they were unable to service her on Saturday. [redacted] was not pleased with not being able to have service on Saturday and became agitated and used inappropriate language. Sears Garage Solutions is no longer wants to send a technician to [redacted]’s home due to the issues surrounding this service call and concerns noted in her complaint.  If [redacted] would like to discuss this issue, she can reach out Garage Solutions Customer Service Department at [redacted] That said we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]

Initial Business Response /* (1000, 7, 2015/07/03) */
03 July 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - Kevin [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the...

mattress set that he bought in 16 December 2012.
After reviewing Mr. [redacted] complaint and our records, we sent Mr. [redacted] and email and requested the pictures that he had previously had for the warranty exchange request. Based off the pictures, Mr. [redacted] qualifies for a warranty exchange. We advised Mr. [redacted] that since he purchased the mattress at a Sears Outlet Store, then he would need to reselect a mattress from the same store location. Once Mr. [redacted] reselects a model, we informed him that he would then contact myself and I would gladly process the warranty exchange. At this time, we have closed our files pending the call or email from Mr. [redacted] to process his warranty exchange. We would gladly re-open the case once we get the opportunity to have contact with him.
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 -512-248-7884
[redacted]