Sears Holdings Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Melissa was extremely helpful in finally resolving our problem and John, the repairman, was very competent and worked hard to repair the refrigerator. 
That having been said, Sears has a very flawed system for honoring their warranties.  It was not until I filed this complaint that I got any serious assistance from them.  I was without a refrigerator for 2 MONTHS!  I expect to receive a check for the food that I lost when the refrigerator stopped working because I filed a claim for that; but I have no idea how much money I spent on eating out or on food that I threw away after the fact because I couldn't keep it cold after using it in a recipe or leftovers that I had to throw out.  I also have no real way of calculating what, if any, I spent in electricity to have my refrigerator running 24/7 and not cooling for 2 weeks in between the 2nd and 3rd repair visits.  As for my time, I certainly know what I make an hour and Sears would owe me close to $1000 for the upwards of 20 calls to the customer service number and the time that I spent waiting for repairmen during what should have been productive work hours. 
The customer service subcontractor is the fatal flow.  The telephone number gets you to a is a call center in the Philippines.  Each time I called, I was told that they understood my frustration (which only made it worse) and was not assisted in any substantial way.  On the third visit by a repairman, after which I still did not have a working refrigerator, I asked for a local telephone number that I could call and he refused to give it.  I gave him my telephone number and asked him to have his supervisor call me - I never got a call.  As a customer, I was insulted by the treatment that I received across the board before filing this complaint.  I genuinely feel that Sears did not value me as a customer and did everything it could to avoid honoring their warranty.
 
 
 
My next move was going to be to call a consumer action reporter from my local TV station and ask him to do a story on this.  All of my appliances were purchased at Sears and I have warranties on all of them.  I refuse to get caught up in this ridiculous cycle again.  The next time I run into this problem, I will give Sears one chance to help me and then I will call the reporter.  I would not recommend Sears warranties to anyone.   
Sincerely,
[redacted]

August 3, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and his request for a refund.   It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found that Sears Online Solutions had processed a full refund. Accordingly, a refund of $374.68 and $395.88 was credited back to Mr. [redacted] account ending in [redacted] on July 21, 2016. This credit should have posted back to his account within 3 to 5 business days. In the interim, we have noted Mr. [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

November 11, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the estimate she...

initially accepted to repair her washer,
and her inability to receive a refund for the part once she canceled the
service order and the part was returned.As clarification, once our estimate is accepted if a
part needs to be ordered then our technician collects the price of the part and
our minimum labor fee of $109.00. When the technician returns to install the
part, he or she would then collect the balance of the labor. We would also note
that once the part has been ordered, it is impossible to stop the order unless
the part happened to be on back-order in which case it would not already be in
a shipped status. Otherwise, once the process starts the customer would have to
wait to have the part delivered, and then return it, before any refund would be
possible. In [redacted] case, when she canceled the repair she
had a delay in receiving a refund because the part had to be delivered and then
returned. Once this happened her service order should have been closed out as a
declined estimate so that we only retained the $109.00 minimum fee and it would
have generated a refund to her for the remaining $93.83. Unfortunately, it was
not closed out correctly and instead reflected that no refund was due. Because
of the delay in providing the refund [redacted] was entitled to receive, we are
willing to refund her in full for the service call even though she would
normally have only received the partial amount. To process the refund though,
we need the remaining 12 digits of the 16 digit [redacted] number ending in [redacted];
since the transaction was processed so long ago the full account number is no
longer viewable in our system. [redacted] can email me at [redacted] or call
me at [redacted] to provide that information (we would note that we do NOT
need the expiration date or security code for the card as these are not needed
to process a refund). Once we have received the account information we will
process a refund for $202.83. In the interim, since we are only awaiting [redacted] response to complete the resolution, 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]

September 8, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: David J. [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding his refrigerator.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator.  After reviewing the notes in our service system, our office authorized a replacement under Mr. [redacted]’s Master Protection Agreement (MPA).  Based upon the features of Mr. [redacted]’s current refrigerator and as the same model is still available, it was determined that $2,304.99 would provide him with a comparable replacement under his MPA.  An email was sent to Mr. [redacted] on September 8, 2016, explaining the replacement process.  As stated in the email, Mr. [redacted] is welcome 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, (303) 696-1944, to verify the replacement authorization.  The new refrigerator will be delivered at no charge and the old unit removed.  The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty.  Although the manufacturer’s warranty will expire one year after delivery, the MPA will provide extended coverage until February 5, 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, Melissa [redacted] Regulatory Complaints Specialist

My fiancee bought my ring from Sears back in Oct. and he proposed on Christmas Day. It was not worn until that day, I had only been wearing the ring for four weeks when a stone had fallen out. I went to have them replace the stone. He bought the ring online because they did not have it in store. Was not told or advised go get insurance put on it, so when I brought the ring in they told me I would have to pay almost $100. I wasn't happy about this since he spent already $240, but I wanted it fixed. About three weeks later they said it was ready, I picked it up and feel in love with it all over again!! Then within 6 weeks I had two additional stones fall out and two prongs fall out. I have called Sears but they said I'd have to pay for it again and its not under warranty because insurance was not purchased. I've only had the ring a total of three months and three stones have came out and two prongs broken off. I work at an office, so it's not like I'm hard on it. I love this ring but its poor quality and Sears is not willing to take responsibility for it or work with me, its a joke! And I'm getting married in less then three months and I'm stuck with a messed up ring!

May 30, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding his recent online order and her non-receipt of the order.   As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.   It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.   With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] located at [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below:   Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.   Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.   After reviewing the notes in her order we found that the seller, [redacted] had been in direct contact with Ms. [redacted] and resolved issue on May 25, 2016. In closure, since it is our understanding that this matter has been resolved with Ms. [redacted] and the Third Party Marketplace Vendor, we have closed our file.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

February 2, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re:  #11091103– Quin [redacted]      Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding a recent order.   We appreciate Mr. [redacted] bringing this matter to our attention. A full refund has been issued to the original forms of payment.  Mr. [redacted]’s SYWR account should reflect $11.21 worth of points back within 5-7 business days and the remainder ($9.57) should reflect on his credit card account within the same time frame. Since we have made Mr. [redacted] whole, we respectfully ask that this matter be considered closed.   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, Tammie [redacted] Specialist, Regulatory Complaints Direct Dial: [redacted] Email: Tammie.[redacted]@searshc.com

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

the charges for a
recent dishwasher repair.First,
we would like to apologize to [redacted] for failing his expectations in regard
to his recent dishwasher repair. We would
like to assure [redacted] that we appreciate his valuable feedback, as we do
not take these matters lightly.  Upon
researching [redacted]’s concerns, we found that he was charged to have the
pump unclogged, which the $59.99 diagnostic fee does not encompass.  The aforementioned fee only provides for a
diagnosis; any service provided in addition to the diagnosis incurs a charge
and this is explained at the time service is scheduled.  The $156.00 charge for the pump cleaning is
correct, but the technician should have honored the 20% discount.  Therefore, we have processed a credit to [redacted] account in the amount of $31.20, which should post within
the next five to seven days. Furthermore, we would
like to clarify that labor charges are based upon job codes, not hourly rates,
which is standard in the repair industry. 
With that said, since we have explained why [redacted] was charged more
than the $59.99 he was originally quoted and processed the discount he was
originally denied, we ask that this matter be closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist

July 20, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Ivan [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with receiving a single twin box spring instead of 2 needed to serve as a foundation for his king size bed.   It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Store. 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, Gilberto [redacted] Manager for Sears Store number 1027, informed us that his personnel verified an issue with the sears.com description and agreed to order a second box spring for Mr. [redacted] at no cost.  Our records indicate that the item was expected to be ready for pick up on July 8, 2016.  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] 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. 87741

November 10, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted]       [redacted] [redacted]We have
completed our investigation [redacted] rebuttal to our previous response.Upon
receiving [redacted] follow-up concerns, we contacted the local office
for further assistance.  The local office
responded that the technicians returned to [redacted] home two days after
the duct cleaning and they did not see any residue or particles related to the service
they provided.   However, the technicians
noted that [redacted] home was in a state of disarray.  Furthermore, [redacted] accepted the
$88.00 refund and seemed pleased with the offer until she spoke with her
daughter, who subsequently called to complain further. Unfortunately, since an
agreement was reached with [redacted] that has been executed, no further compensation
will be provided.  As this decision is
final, we ask that this matter be closed.Again, we appreciate the opportunity to
address this matter. Sincerely,[redacted]

October 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569037- Arthur [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his dissatisfaction...

with the tractor he purchased.
We apologize that Mr. [redacted]s' tractor failed to meet her expectations. Mr. [redacted] seems to believe that her tractor is defective somehow. However, there are no known defects or recalls reported by the manufacturer on Mr. [redacted]'s model. We have no recalls reported from the manufacturer on this model and our technician only found that the engine needed to be replaced. Mr. [redacted] has had his tractor for over 4 years now and if there were a defect of some kind, we feel it would have been manifest much sooner. Even if he has allegedly only operated the tractor for approximately, a years' worth of use, a major defect would have been apparent sooner. However, even if there were some sort of issue, 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 want to note too that failure to operate the machine according to the instructions noted in the owner's manual can cause premature failure. 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 this process and curtail the widespread practice of making these exceptions. Regardless of what the salesperson may have said, 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. Mr. [redacted]'s manufacturer's warranty expired in 2013. Accordingly, any repair or replacement costs would now be her responsibility.
According to the return policy listed on Mr. [redacted]'s purchase receipt, he had ninety days to return or exchange the tractor if dissatisfied. Again, we feel if there had been some sort of defect, we feel it would have been manifest much sooner, but the only request for service we have on file is this one. Additionally, we have no record in our files of a free repair offer being made to Mr. [redacted]. A waiver of the diagnosis fee was all that was offered. We will make sure that Mr. [redacted] does not receive any further notices regarding the outstanding repair fee he noted. We apologize if there was any misunderstanding. However, a free repair is not an option and as we noted before, according to our return policy, a free replacement is also not a possibility. Mr. [redacted] spoke with Sandra from our Executive Office and she offered to provide him with a 30% discount off of a new tractor purchase from Sears. As an alternative, she offered to waive the labor fees for repair, but Mr. [redacted] declined to accept either offer. At this time, we are willing to extend both offers for 30 days from the date of this letter; after that, it will be null and void. Should Mr. [redacted] wish to accept, he may contact me via email at the address below. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Tammie S[redacted]
Regulatory Complaint Specialist
[redacted]
[redacted][email protected]

Initial Business Response /* (1000, 10, 2015/09/09) */
Contact Name and Title:[redacted]
September 9, 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] complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Ms. [redacted] for failing his expectations in regard to the repair of his washer. 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] 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] complaint, so that future problems can be averted. On August 8, 2015, the technician examined Mr.[redacted] washer and found that the lid was not closing properly. Once the adjustment was made, the technician closed the service order as complete. Again, we sincerely regret any frustration this situation may have caused Mr. [redacted]. With that said, since we have completed the repair to Mr.[redacted] washer, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

August 25, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Jaclyn St [redacted]
Dear Ms. [redacted]:
We have completed...

the investigation of Ms. [redacted]’s complaint regarding the problems she encountered when she attempted to return a pair of shoes that was ordered online.
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. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders.
We apologize if our store associate did not inform Ms. [redacted] that he was ordering the pair of shoes for Ms. [redacted] through a MarketPlace vendor and not from Sears. Store Manager Kim [redacted] contacted Ms. [redacted] and offered to personally assist her with the return of the shoes. Ms. [redacted] accepted her offer and agreed to return to the store to complete the process. Ms. [redacted] confirmed that she has addressed the issue with the store team as well. Since we have addressed the issue brought forth in Ms. [redacted]’s complaint, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]-[redacted]-[redacted] direct
Matilda.[redacted]@searshc.com

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

align="left">  Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding Sears Garage Solutions. [redacted], Support Specialist from Sears Garage Solutions provided the following response: Our records reflect that on Ms. [redacted] cancelled her order on December 17, 2016. Ms. [redacted] from our support center informed Ms. [redacted] that a refund would be processed and would take 3-5 business days before it would post to her credit card. If Ms. [redacted] has any additional concerns she can reach me at [redacted] Since we have noted the processing of Ms. [redacted] refund, 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]

November 11, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]  [redacted]We have completed the investigation of [redacted] complaint regarding the service he...

received on his dryer and his subsequent
attempt to have service under his 90-day guarantee only to have the service
call rescheduled.Our records indicate that prior to our receipt of [redacted] complaint he was assisted by our executive customer support group.
They offered to refund him in full as a one-time customer accommodation, and he
accepted. On October 6, 2015, they confirmed that the refund had posted to the
account. Since it was our understanding this resolution met with [redacted]
approval as it was what he requested, we have closed our file.We apologize to Mr. Stephani and appreciate the
opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/08/26) */
Contact Name and Title:[redacted]
August 26, 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] 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 tractor. 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] 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] complaint, so that future problems can be averted.
On the same day that we received Mr. [redacted] complaint, our Routing Department was able to force a service call onto the technician's route. The technician subsequently arrived at Mr. [redacted] home around 6:45pm on August 25, 2015. After examining the tractor, he installed two new tires. Additionally, on August 26, 2015, our office processed $200.00 in lawn care reimbursement (4 weeks), which Mr.[redacted]s should receive within the next two weeks. With that said, since we have completed the repair to Mr. [redacted] tractor, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Mr.[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

June 16, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint...

regarding the problems he encountered when he attempted to return the items he purchased at our Shop Your Way Rewards website.
Upon receipt of [redacted] complaint we reviewed the return policy posted on our Shop Your Way Rewards (SYWR) website and confirmed that our full return policy is not listed. We are in the process of updating the SYWR website to include the full policy. We contacted Mr. [redacted] and offered to process the return of the 2 items he requested to return. Mr. [redacted] accepted the offer and we provided the return shipping labels. On June 16, 2016 we received the return and we issued Mr. [redacted] two separate credits to his credit card and two separate credits to his SYWR account. The credits should post to his account within 3 – 5 business days. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
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]

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

[redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr[redacted] complaint regarding our customer service, when he called to cancel his mother’s Sears Home Warranty.   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 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.  We respectfully ask that this matter be closed, since we have confirmed with Mr. [redacted] that he was able to cancel the Sears Home Warranty and noted his candid feedback.   Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

I've Placed an order on Feb-28-2016. there were 3 items in the order and there was a discount for ordering $20 and more. All three items were available online when I placed the order. after 2 days they have canceled one item and simply removed the discount. when I called their customer service, they'd directed my call to a service center in Philippines and the Representative was very rude and doesn't care to solve the issue. His name is Danny (According to him). I'm very dissappointed with Sears and. I'm looking to shop somewhere else. I don't even care about their answer.
My Order# [redacted] Beware of Sears Online shopping and their advertised deals.

January 20, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re: [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding repairs for her refrigerator.   On receipt of Ms. [redacted] complaint the Contractor Services Manager, Ms. [redacted] contacted her and confirmed that the repairs were completed and the refrigerator is in working order. Ms. [redacted] was provided with the direct contact number of Ms. [redacted] if she has need of assistance in the future. Since it is our understanding that Ms. [redacted] was satisfied with the repairs and as her refrigerator is now in working order 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,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]