Sears Holdings Corporation

Contact Name and Title: MELISSA [redacted]
September 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Heena [redacted] - # 94571407
Dear Ms. [redacted],
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with the customer service at her local Kmart after a transaction went through that should have been voided.
It is unfortunate that we failed Ms. [redacted]'s expectations when her son recently visited his local Kmart to buy two beach chairs. We value Ms. [redacted]'s patronage, but we can understand how the series of events noted in her complaint may have exacerbated her frustrations. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management for review. Assistant Manager Kirsti Kress spoke with Ms. [redacted] in regard to her concerns and apologized for the problems she experienced. Ms. [redacted] will be returning to the store on October 1, 2015, to receive her refund. In the interim, we have noted Ms. [redacted]'s candid feedback, and we would like to assure her that we have taken her concerns very seriously. With that said, since we are providing Ms. [redacted] with her requested resolution, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. .
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist

August 31, 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 Ms. [redacted] complaint regarding Sears Driving School.   Upon receiving Ms. [redacted] complaint, we contacted [redacted] the owner of the Sears Driving School location, for assistance.  Mr. [redacted] responded that Ms. [redacted] registered her daughter, [redacted] online for the teen driver’s education program on January 9, 2016. During the online registration process, Ms. [redacted] entered her contact information, to include email, as well as her daughter’s contact information.  Also, to complete the enrollment, Ms. J[redacted] had to agree to the terms of conditions of the program by marking the boxes next to the policies.  Per the terms and conditions – “To reschedule or cancel behind-the-wheel lessons, students must contact our office or login to Schedule Agent at least 2 business days before the scheduled lesson. Weekends and holidays are not considered business days. If a student cancels a lesson within the required time for notice of cancellation, does not bring a valid learner’s permit to a lesson, or fails to show up for a lesson, the student will be charged as if he were present at the lesson. The student will be required to purchase an additional lesson to make-up for the missed lesson. Additional lessons are $80 per one hour lesson. Students are required to observe at least one other student’s lesson."   On March 10, 2016, the client logged in and scheduled Ms. [redacted] a driving lesson on March 29, 2016; however, Ms. [redacted] never showed up.  An email was sent on April 1, 2016, advising that an $80.00 fee was due for the missed appointment.  Additionally, on March 28, 2016, Ms. J[redacted] was sent a completion deadline letter, stating that she has until May 9, 2016, to complete the following requirements; make up test #2, schedule five available drive lessons, schedule one observation of a drive lesson, and make up class #**.  The letter also stated that - "If all requirements are not finished by the deadline or they have missed more than three classes, it will be necessary to have an extension if a certificate of completion is desired. The extension fee is $175.00. A one- month extension will be granted from the completion deadline date to complete all requirements. Please be advised that if all requirements have not been met and we have not been contacted for an extension before the three month completion deadline, the student will be dropped from the course and will need to purchase a new course to start from the beginning."   On April 22, 2016, the client contacted the office and scheduled a drive for May 7, 2016, at 4:30pm. At this time, the student also scheduled a knowledge test for May 1, 2016, at 4:30pm. As a one-time courtesy, the office staff waived the $80.00 fee that was incurred for the missed March 29th drive lesson because Ms. J[redacted] stated that they had an emergency.  Another drive appointment was scheduled for May 7, 2016, and a knowledge test was scheduled for May 1, 2016, at 4:30pm.  Emails were sent to both Ms. [redacted] and Ms. J[redacted] confirming the appointments.   On May 1, 2016, Ms. [redacted] showed up and took the knowledge test as scheduled; however, the May 7th drive appointment was subsequently canceled; again, emails were sent to both Ms. [redacted] and Ms. J[redacted].  At that point in time, the client scheduled a drive for 12:00pm on May 10, 2016, 1:00pm on May 17, 2016, 1:00pm on May 24, 2016, 4:00pm on May 31, 2016, 10:00am on June 10, 2016, and 2:00pm on June 16, 2016. The client also scheduled an observation of a drive lesson for 4:00pm on May 3, 2016.  Emails were sent to Ms. [redacted] and Ms. J[redacted] regarding the aforementioned scheduled appointments.   On May 6, 2016, Ms. [redacted] showed up for the observation. On May 10, 2016, at 11:47am, less than 15 minutes before the scheduled drive lesson, the student emailed the office stating - " This is [redacted] something I tried to get ahold of the driving school but I will not be able to make it a last minute emergency popped up and I tried to cancel the drive ! I would like to reschedule again. Thank you."  The office emailed her back at 11:53am that  - " I will let your instructor know that you will not be able to make the lesson today. We do require 48 business hour notice to cancel or reschedule a drive. If a student cancels a lesson within the required time for notice of cancellation, does not bring a valid learner’s permit to a lesson, or fails to show up for a lesson, they will be charged as if he were present at the lesson. They will be required to purchase an additional lesson to make-up for the missed lesson. Additional lessons are $80 per one hour lesson." Unfortunately, the student did not reply to the email and did not show up for the May 10th drive lesson. On May 11, 2016, the system emailed both emails on the account (Ms. [redacted] and Ms. J[redacted]) that they have missed the lesson and there would be an $80.00 fee.   On May 16, 2016, at 7:29pm, the client logged into our scheduling website and “late” cancelled the May 17th drive lesson. Unfortunately, since the appointment was not canceled 48 hours prior to the scheduled date and time, an $80.00 fee was incurred.  Again, emails were sent to both Ms. [redacted] and Ms. J[redacted].  Shortly thereafter, the drive lesson for May 24th was canceled and a cancelation email was sent to Ms. [redacted] and Ms. J[redacted].     On May 30, 2016, at 4:07am, the client logged into the scheduling website and late cancelled the May 31st drive lesson, so another email was sent to both Ms. [redacted] and Ms. J[redacted] that this cancelation incurred an $80.00 fee.  On June 10th and June 16th, Ms. [redacted] never showed up for the drive lessons, nor did Ms. [redacted] or Ms. J[redacted] contact the office regarding the missed appointment.  Emails were sent to Ms. [redacted] and Ms. J[redacted] on June 11, 2016, and June 17, 2016, advising that an $80.00 fee would be assessed to each missed appointment. On July 13,2016, Ms. J[redacted]  and Ms. [redacted] called the office stating that Ms. [redacted] had signed up for the program and scheduled all of the appointments without the Ms. [redacted] knowledge. The office staff informed them that they had agreed to all of the terms and conditions when they registered online and agreed that - "I will attend all scheduled driving lessons. No shows and late cancellations, as well as not having a valid permit, will be charged as if the lesson took place." The clients were very upset and wanted to speak to the manager. They were told to call back tomorrow to dispute the issue.   Ms. J[redacted] spoke with the office manager on July 14, 2016. She stated that she feels that all of the fees should be waived because her child is a minor and set up the appointments without her knowledge and does not feel that she should be held responsible for the missed drives. The office manager offered to charge $320 for five missed drives instead of the $400 that would have been owed if the full amount was charged for each lesson.  The first $80.00 fee was already waived for the first missed drive lesson because they claimed they had a last minute emergency. . Another issue is that students are required to complete the program within three months of starting class, which should have been April 9, 2016; however, the $175.00 extension fee was waived when the completion letter was sent because Ms. [redacted] still had multiple drives to complete and the office wanted the student to be able to complete the program successfully. A letter was sent stating that Ms. [redacted] had until May 9, 2016, to complete all requirements. "Per the terms of the contract -" If all requirements are not finished by the deadline or they have missed more than three classes, it will be necessary to have an extension if a certificate of completion is desired. The extension fee is $175.00. A one-month extension will be granted from the completion deadline date to complete all requirements. Please be advised that if all requirements have not been met and we have not been contacted for an extension before the three-month completion deadline, the student will be dropped from the course and will need to purchase a new course to start from the beginning." The final extension letter was sent on July 18, 2016, stating that Ms. [redacted] has until September 30, 2016, to schedule one available drive lesson and make the payment of $320.00 for the five missed drives.   This also means that the drives must be completed by September 30, 2016.  Lastly, as a courtesy, the office waived the $175.00 extension fee for each month that was past the completion deadline.   Ms. J[redacted] called again on August 27, 2016, still dissatisfied and asked the every fee be waived because her daughter scheduled the drives without her knowledge.  When Ms. J[redacted] was spoken with the last time, her email was updated and she was asked if she wanted to change the username and password so her daughter could not log in online and schedule any future drives, but Ms. J[redacted] said no.   Due to the courtesies that have already been provided for Ms. J[redacted], no further accommodations will be granted.  If she would like her daughter, Ms. [redacted], to complete the driving program, she will have to pay the monies due.  As this decision is final and commensurate to the terms and conditions of Sears Driving School, we ask that this matter be closed.   We appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist

November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted]We have completed the investigation of [redacted] complaint regarding his allegation that his...

vehicle sustained damage after going to a local auto center.Due to the nature of [redacted] concerns, we opened a claim with [redacted], our third-party claims adjuster. If [redacted] has any questions regarding his claim, she can contact [redacted], his claims examiner, at [redacted] and reference claim number [redacted]  As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears.  [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim.  The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final.  In the interim, since [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]

I purchased a gas oven. When it was delivered (hours after my 2 hour delivery window-with no phone call), they refused to hook it up, citing a code violation with my shut off valve. They left it in my living room and told me to call a plumber. I paid a plumber to come out. He said there was no reason it couldn't be hooked up and proceeded to do so. He took it out of the box and found a dent. He said it was so deeply dented that if I installed it, I would be risking a gas leak. It took about 7 hours of phone games with Sears over 3 days to try to resolve the issue. I called customer service, who said I had to call the delivery guys. They told me they didn't have a replacement and to call the retail store. I did, and was informed that the stove is in stock and I would have to call customer service to order a replacement. Customer service said I needed to speak to the delivery people if I wanted it replaced. Each time, I was asked "what they could do to get me to keep my dented stove". I explained that my plumber said it was a safety issue and I didn't want to die from a leaky stove. Their response was always "well, how about I send you a coupon worth 10% off your next purchase?" That's great but doesn't fix the fact that I have a damaged stove. It's been 3 days and I still have a damaged stove in my living room. My only option is to get a refund and have the stove picked up or wait until someone decides I can get a replacement. Either way I have to take another whole day off work. All I wanted was a new stove. This has been a disaster and more stressful than buying the house that now needs the stove. If you are thinking of making a Sears purchase, just make sure you can check it over in the store, and then take it yourself.

December 28, 2015     [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 recent online order experience and non-receipt of a refund.   It is unfortunate that we failed [redacted] expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. 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 the note sin her online order, we found that a refund was processed on December 6, 2015. It normally takes approximately 15 business days to receive the new refund gift card in the mail. However due to the holidays, [redacted] should receive the card in the mail by December 30, 2015. Additionally, 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, pending her receipt of the refund in the mail.     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] 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 replacement of door panel for his dishwasher. [redacted] Sears Hometown Stores, District Sales Manager provided the following response: I spoke to Mr. [redacted] on Thursday evening the 27th. I then followed that up with a call to the owner of the store to discuss Mr. [redacted] concerns.  The owner is ready to swap the door on the unit and they have not since they have not been able to reach Mr. Thomas. When I spoke to Mr. [redacted] he did say last night he doesn’t always answer his phone if he doesn’t know who is calling. In fact he didn’t answer my first call when I first reached out to him.  The installer has scheduled to replace the door Wednesday 11/2/16. I have a call into Mr. [redacted] to make him aware of this. I will reach out to him again later if he doesn’t return my call. If Mr. [redacted] has any questions he can reach me at [redacted]. That said we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

September 30, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s...

complaint regarding her dissatisfaction with the problems she encountered with the delivery and assembly of the exercise equipment that she purchased.
It is unfortunate that we failed Ms. [redacted]'s expectations when she recently scheduled the delivery and assembly of her treadmill and exercise bike. We value Ms. [redacted]'s patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
As clarification, our delivery team is not qualified to assembly all models of exercise equipment and a separate assembly team is assigned to complete the process. We apologize that this was not explained to Ms. [redacted]. We reviewed the delivery notes and it indicates Ms. [redacted] refused the delivery of the items on September 12, 2015. When an order is refused, the order is automatically sent back to the warehouse for cancellation or to be rescheduled for future date. When the assembly team arrived, the items were not available at Ms. [redacted]'s home and could not be re-delivered until a future date. On September 13, 2015 our notes indicate that Mr. [redacted] cancelled the order. As far as Ms. [redacted]'s request for compensation is concerned, we did not find that this was warranted, particularly since we did not even retain her sale. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted]@searshc.com

Revdex.com:
 
I will accept the full refund of the extended warranty.  ty.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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

align="left">    Re: Naren [redacted]#11093660 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears and the delivery of appliances. Ana [redacted], Service Recovery from Sears Delivery Solutions provided the following response: Our records indicate that delivery was supposed to take place in April of 2015 however per the notes “The House Wasn’t Ready”, notated on 4/6/15.  On 4/13/15 another customer request to reschedule as “House not ready.”  This continued until January 4, 2016 until the house was ready. On Saturday, February 6, 2016, Sears Delivery Solutions delivered the washer, dryer and stacking kit. Regarding the range, we found that Ms. [redacted] was offered 200,000 shop your way reward points (SYWR), which she accepted. Since we have noted that the delivery has been completed and Ms. [redacted] has accepted the aforementioned SYWR points, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]@searshc.com

Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] October 8, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: 94570106 - Claire [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]'s rebuttal complaint to the previous response provided.We have reviewed Ms. [redacted]'s rebuttal, and can only apologize that the incorrect amount was refunded to her account. According to Sears' Detail Control Center the credit amount was reduced by $3.95 for the Shop Your Way Reward points that were earned on the sale and redeemed on a later sale. However, we have processed another refund of $63.60 for the remaining difference back to Ms. [redacted]'s Visa account ending in 7192. The credit should post to Ms. [redacted]'s account within in 3 to 5 business days however her financial institution may have longer processing guidelines. For Ms. [redacted]'s records the refund receipt number is 099119037401. In the interim, we have noted Ms. [redacted]'s concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

November 10, 2016
 
0in 0pt" class="InsideAddressName">Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Gina [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted] complaint regarding her recent visit to one of our auto centers.
 
We have received Ms. [redacted] complaint and apologize that her window button was damaged during a visit to one of our auto centers.  Vernon [redacted], Jr., Auto Center Coach for unit# 6392 has spoken with Ms. [redacted] and agreed to repair the button.  That being said, because we have agreed upon a resolution with Ms. [redacted], 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

August 12, 2016  
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611
class="InsideAddress">  Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service, non-receipt of the part he ordered for his lawn mower and his subsequent request for a refund.    It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears Parts Direct.  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. As a result of this action, [redacted], Senior Customer Care Representative for Sears Parts Direct, contacted Mr. [redacted] to discuss his concerns and inform him that a refund of $34.97 was issued to him on August 3, 2016, and $10.98 on July 20, 2016.  Mr. [redacted] confirmed that he received an email notifying him of the refunds, but had not yet checked his account(s) to verify them.  Ms. [redacted] provided Mr. [redacted] with her direct contact information and is welcome to contact her if he has any further questions or concerns about this issue or his refunds.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We hope that in the future Mr. [redacted] will allow us an opportunity to provide him with a better example of the type of service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and 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]

Contact Name and Title: Dana [redacted]
Contact Phone: 5[redacted]
October 5, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: #94570183 - Yesenia [redacted]
Dear Ms....

[redacted]:
We have completed the investigation of Ms. [redacted]s' complaint regarding the repairs completed on her washer.
Our records indicate that the first time we inspected the washer we found the wash-plate was loose and tightened this. While Ms. [redacted] paid labor on that call, she did not have to pay for any parts. Under our 90 day guarantee we returned to her home and this time we did find a part was needed. She paid for the part only, and the labor was covered under our guarantee. After this we did find that one more part was needed; a water valve. The cost for the part was presented to Mr. [redacted] but he declined any further repair. Upon receipt of the [redacted]' complaint, we reached out to the service unit and they were willing to put the part in at no further cost as compensation for the delays they encountered in receiving repair. Unfortunately, even though we informed Mr. [redacted] that he would be the first call of the day on September 28th, and we arrived early at 7:51 am, no one was home. We attempted all last week to contact the [redacted] without success. At this time we have closed out their service call. If they decide they would still like to have the valve installed, they can contact me via email or phone so that I can contact the service unit on their behalf. In the interim, since we remain willing to complete the further repairs at no cost to the [redacted] we have closed our file.
We apologize to Ms. [redacted]s' 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: 5[redacted]
Email: Dana.[redacted]@searshc.com

Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
October 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: #9[redacted]- Phyllis and James [redacted]
Dear Ms....

[redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the repair of their refrigerator.
We have received Mr. [redacted]'s complaint and apologize that it has taken longer than anticipated to repair. We escalated his concerns and were able to get sooner service for Mr. [redacted] on October 12, 2015. Per our records, the refrigerator is now working as designed. That being said, because Mr. [redacted]'s refrigerator is in working order, 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

I bought a top of the line Sears dishwasher [redacted] Elite Ultraclean. After installation and delivery we paid $1098.07. The dishwasher was delivered on 09/29/2013 and on December 03, 2013 I had to make my first call to the Sears repair center. They charged us $179.99 for the repair. I was very upset and told them they should give us a new dishwasher because it was brand new, but they said it had been more than 60 days. Three months after that on March 28, 2014, I had to call Sears again because the dishwasher wasn't working but this time they were able to help us over the phone. One year later on March 20, 2015 the dishwasher broke again and we paid $137.00 for the part to fix it. Three months after that on June 15, 2015, the dishwasher broke again and we paid $134.00 for the part. One year later, the dishwasher is broken again and is going to cost us $373.19 to fix it. I added up all these amounts and we have already paid $971.18 in repairs for this dishwasher that I bought only three years ago. Sears used to be a reliable place to buy appliances but they have become the worst in the business. We have had issues with every appliance we have bought from them. I think the government needs to step in to stop them from ripping off their customers.

November 7, 2015[redacted]RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL  60611[redacted]  [redacted]    [redacted]We have been unable to complete
the investigation of [redacted]...

[redacted] complaint regarding her recent store
experience.  [redacted], District
Manager, provided the following response:
After reviewing [redacted] complaint,
we would be willing to discuss the matter with her, but we have attempted to
contact her by telephone and there has been no response.  We are unable to resolve [redacted] issue
until we have the opportunity to discuss the matter with her.  At this time, we are uncertain as to whether [redacted]  [redacted] still requires assistance with her
issue, but if she does, she may contact me [redacted] during
normal business hours.  In the interim, we will
consider [redacted] matter closed, pending her response.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 SpecialistSears
Holdings Corporation

November 23, 2015
[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]We have completed the investigation of [redacted] complaint
regarding the...

cancelation of her online order of a child’s stroller for $11.95
and a child’s toy kitchen also for $11.95 from one of our online third-party Marketplace
vendors. As clarification, while we strive to provide our Sears.com
customers with accurate information, including pricing, availability, and
product description on all products available on Sears.com, whether directly
through our listings or those of our third-party Marketplace vendors, with any
online site there might be times that an error could occur. Should we uncover a
pricing error, and an order was actually placed for the incorrect amount, we attempt
to email the customer as soon as possible, and then we cancel and refund the
order.  For store pick-up items, we notify
the store of pick up that these prices were errors and will not be honored, so
they can cancel the sale at their store.  If the item was never ordered, then all
requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as
possible since it does us no favors to have customers placing orders that will
just have to be canceled; it only disappoints them and causes extra work with
no sale at the end for us. There is absolutely no benefit to us to have these
errors occur, which is why we try to minimize the chance as much as possible
and why we have software that helps us identify when one occurs. In some
instances where it appears the error has not been corrected in a timely manner,
it is because the consumer may be viewing an older, “cached” version saved in
the computer’s database. This is designated by the settings in the internet
browser being used. If the price has since been corrected though, it will show
in the cart once added as this is a new page that would not have previously
been cached. In [redacted] case, we found that shortly after her
order was placed, it was determined to be for merchandise that had a large
system wide error that caused all newly loaded prices to display for only
$11.95. Per our terms and conditions, we canceled the order and a refund was provided.
If [redacted] would like to view the most up-to-date full version of our
terms and conditions, she can access the page with this link: http://www.sears.com/[redacted]
We have also included below a small excerpt specifically regarding pricing
errors:“Pricing errors may occur on the Sears Site from time to
time, on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded.”With that said, since our cancelation of [redacted]
order was just in accordance with the posted terms and conditions that govern
our website, we are unable to honor her request to provide the merchandise for
the incorrect price. As this decision is commensurate to the circumstances, we
have closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Teresa C. [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have completed our investigation of Ms. [redacted]’s complaint regarding service on her oven.   We completed repairs on the oven on August 9, 2016. As of August 22, 2016 Ms. [redacted] stated she has not used the oven yet as she has been on vacation. Our service unit provided her a direct number if she is still in need of assistance. Since we have repaired the oven and Ms. [redacted] has been provided contact information directly to the service unit we have closed our case.   We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com

[redacted] has the worst customer service i've ever dealt with. To be a big company, you'd think it would be a seamless process when dealing with issues but it is not. All of their representatives are foreign and you cannot understand a word they're saying and they dont under stand you. They're reading off a script and cant answer any questions. They forward you to all of these people that are supposed to help you and they all give you different answers. I had a washer and dryer on layaway and [redacted] had the nerve to say my last and final payment was late and my account was delinquent. It was NOT as I paid in full and [redacted] took the money out of my account. I went through FIVE different reps to figure out what the probelm was and I got five different answers. I NEVER got the confirmation emails they said i'd get and I still haven't been refunded my money. I am fed up and I will never shop with Sears or [redacted] ever again.

August 3, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Coskun [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding Sears Parts Direct.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the part order he recently placed. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]   Upon receiving Mr. [redacted] complaint, we contacted Penny [redacted] with Parts Direct for assistance.  Ms. [redacted] responded that she issued a full refund to Mr. [redacted] Visa account on August 3, 2016, so he should see a credit in the amount of $123.83 post in the next five to seven days.   Additionally, Mr. [redacted] can discard the part.  With that said, since we have documented Mr. [redacted] concerns and issued the aforementioned refund, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   Melissa [redacted] Regulatory Complaints Specialist