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 Ms. [redacted] complaint regarding a Kenmore refrigerator. Sears will be processing an in warranty exchange for Ms. [redacted]. The new refrigerator has been ordered and is scheduled to be delivered on Friday, December 23, 2016.  Ms. [redacted] has been emailed a copy of the exchange sales check and is aware of the delivery. Since we have noted the actions taken to resolve Ms. [redacted] concerns, 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]

February 1, 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 online order and his request to return the item.   It is unfortunate that we failed Mr. [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. 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 the notes in his order we found that Sears Online processed a refund of $93.86 after confirming the order had been returned via [redacted] on January 20, 2016. For Mr. [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Mr. [redacted] 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 and 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

March 9, 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 dissatisfaction at being denied a refund on a duplicate toy purchased for a Christmas present because it was outside the return period designated in our return policy.
 
We would note that our return policy is pretty clear that a refund is only an option within 30 days of purchase. As a courtesy we do provide a short time after Christmas for those items purchased 30 days prior to Christmas. Unfortunately though we cannot just open this up for any purchase made at any time prior to Christmas or we could have returns that were never Christmas gifts. So regrettably we are unable to honor [redacted] request to receive a refund when all other consumers nationwide are held to this same return policy; particularly in the absence of any extenuating circumstances that would warrant an exception.
 
With that said, we were concerned though that [redacted] had apparently had a previous interaction at the store that sounded to be not up to the standard we expect. As an expression of our apologies for failing his expectations at that time, we have sent him a $25.00 Sears gift card; this can be used at any Sears or Kmart, whether in a store or online. We have sent it to the address referenced on this complaint and he should receive this within approximately 2-3 weeks. If he has not received it by April 4, 2016, he is welcome to call me at [redacted] or email me at [redacted]. In the interim, since we have explained why we are unable to honor his request for a refund, but we have sent him something for the referenced prior interaction with the store, we have closed our file.
 
Again, we apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
today september 28 2015 I spoke with kimberly [redacted] who stated she was in the legal department and she agreed to send a service technican on october 5 2015 for inspection of the defective siding areas and make repairs since sears is liable under its warranty agreement. today around 345pm service tech ken appeared at my house stating he was in the area and didnt call because sears had invalid phone number for me on file which I was surprised that sears did not have my correct info after speaking with them numerous times. the service tech refused any service and all he kept saying was about sears responsibility and its limited service repair, I proceeded to show the tech the damage areas and defective siding and he seemed non interested and didnt want to except sears liability in my damage areas so as a result I became upset and asked the service tech to leave since he was of no assistance and his refusal to repair the damage areas as it states in my warranty they are liable for. the tech took photos of the damage areas due to the defective poor quality siding.I am extremely unhappy with sears and its product and service its of very poor quality and service and lack of customer service and assistance on correcting and fixing my complaint thats has been filed with Revdex.com and Ftc and the consumer disputes at the attorney generals office and soon and smalls claims suit.

I never gave your company my email so you weren't authorized to contact me in the first place 
so 
stop buying our email addresses I will never ever purchase anything from a sears owned company
 
 
i
Compweblaint: [redacted]
I am rejecting this response because:
Sincerely,
Stephanie [redacted]

September 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94567161 - Hazen [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted] complaint regarding his...

dissatisfaction with Sears delivery and non-receipt of a full refund for his return.
It is unfortunate that we failed Mr. [redacted] expectations when he recently purchased a washer and dryer with delivery service from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We have reviewed our records and revealed that that the remaining amount of $131.46 was refunded to Mr. [redacted] on August 24, 2015. Therefore, 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 customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and the requested refund 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
512-[redacted]
1-800-[redacted] Ext. [redacted]

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

align="left">  Re: Luis M [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding Sears Home Services and repairs to his washer. Mr. [redacted]’s washer has been approved for replacement. All Mr. [redacted] needs to do is go to his local Sears store and advise his sales associate that his washer has been approved for replacement. The sales associate will assist by processing the exchange. Sears will cover the delivery of the new washer and haul away of the old unit. Since we have approved Mr. [redacted]’s washer for replacement, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

June 23, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

  Re:  [redacted]       Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her water heater.           As clarification, Ms. [redacted] water heater was damaged due to a plumbing issue. We have pictures of the setup and it is clear that a leaking pipe caused water accumulation on the unit and an electrical short was the result.  Ms. [redacted] manufacturer’s warranty only covers “defects in materials or workmanship.” It also says “we will not pay for service calls to correct appliance installation not performed by Sears authorized service agents or to repair problems with house fuses, circuit breakers, house wiring, and plumbing or gas supply systems resulting from installation.” Furthermore, the Repair Protection Agreement (RPA) Ms. [redacted] purchased excludes installation or plumbing issues; the coverage applies to the unit itself and to any functional problems with the item.  Any plumbing issues related to the leaking pipe would be her responsibility to rectify and at her own expense.   Ms. [redacted] says she was not advised of the full terms of the RPA. However, consumers are mailed a copy of the full terms of the RPA and if the consumer finds the terms unacceptable after review, they may cancel their coverage within 60 days to receive a full refund. If Ms. [redacted] failed to receive a copy of those terms for some reason, it was her responsibility to call and ask for one.   At this point in time, Ms. [redacted] options are this:   1.      If the water heater is repairable, we can provide her with an estimate and she will be given a 25% discount since she the RPA provides that benefit for uncovered repairs. 2.      She may cancel her RPA, receive a full refund for that coverage and purchase a replacement water heater at her own expense.  We would be willing to provide her with a 10% discount off of a new water heater purchased from Sears.     Ms. [redacted] may contact me during normal business hours at [redacted]  In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]

October 14, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint...

regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the mixer online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the mixer on August 19, 2016, and then attempted to return them on September 25, 2016, she was clearly over the 30-day “hassle-free” return period.
In this case, because it was within the 30 days since the item was picked up, we made an exception and as a good-will gesture, we allowed Ms. [redacted] to return the mixer for a refund. On October 4, 2016 Store Manager [redacted] contacted Ms. [redacted] and offered to process the return. We issued Ms. [redacted] a credit of $271.85 to her credit card ending in 8910.
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]

My dryer was not working, so I scheduled an appointment with Sears Appliance Repair Services. They were two hours late, were rude, and misdiagnosed the problem. The technician told me the dryer did not have any electricity from the outlet, and I needed to get an electrician to fix the problem. I called an electrician, and he told me the power was perfect (239 - 240 volts) at the dryer. I had to pay the Sears technician $79 and the electrician $158, and my dryer still doesn't work. Also, the technician was rude and didn't feel it necessary to apologize. He blamed his tardiness on having too many customers on the schedule.

My husband and I put a dryer on layaway on Black Friday. The computer system was being rather stubborn (this is not abnormal for Sears) so the young lady helping us offered to try it a few more times and call me so we could continue with our day. I was amazed when she followed through and called me about an hour later. The dryer was placed on layaway without incident. I did receive an email the next day about delivery of the appliance, which I found weird, because we were on layaway and did not plan to pay off the dryer until February.

The second of our payments fell on Christmas Day. I went in two weeks before to make our first payment and asked the cashier what would happen if we waited until Saturday the 26th to make the payment. She shrugged at me. I can understand her not being sure, but a shrug is entirely unprofessional and indicates both "I don't know" and "I don't care" as well as an attitude of apathy. We made the payment on the 24th instead. When I asked to speak to a manager to ask if our dryer would be immediately cancelled, the cashier told me it wasn't worth my time because the manager would tell me the same thing she was and that it was a company policy to cancel unpaid layaway immediately, though she couldn't say for sure that would happen because of Christmas.

We continued to make our payments as Sears is the only local business which offers layaway. We paid the dryer off on 2/5/2016 (which was two weeks earlier than expected). We asked the cashier at the time about delivery, and she both had no idea and did not so much as offer to call anyone to find out. We went home and planned to call the following day; I received an email on 2/6/2016 stating that our delivery was scheduled for Monday, 2/8/2016 and we would receive a call the night before with a 2 hour window. No call came. My husband took 2/8/2016 off work to be available. He went in to the local Sear's to inquire and was told it would be delivered after 4. At about 3:30 I received a call that the dryer was still in the warehouse and would not be delivered until 2/15/2016. The person I spoke to had a thick accent and was hard to understand; even worse, could barely understand me no matter how slowly or clearly I spoke. I expressed frustration with the situation and was told that we could be given a $50 gift card but that was all that could be done to remedy the situation.

I received a call last night giving our delivery window between 1:45 and 3:45. At about 1, the delivery person called me and left a voicemail, though his voice was difficult to understand. They contacted my husband, the alternate number, and the delivery person told my husband they would be there in 5-10 minutes. My husband agreed to the early delivery, and was called back approximately 2 minutes later and told the delivery people were going to take their lunch break. They told my husband they would be there in 45 minutes to 1 hour (which put them there about 2:00 pm in estimation). It is now 3:40 PM and they are not there. My husband called the delivery people back and got voicemail. My husband called Sears and got the international call center. They told my spouse in difficult to understand English that the delivery team was making another delivery and that we would be next, putting them two hours behind the time they told my husband. Even if Sears sub-contracts to a local delivery company, Sears should stand behind the deliver company's integrity.

We have yet to find a number which would put us in touch with someone that isn't speaking from a call center internationally located and impossible to understand whose attitude is very clearly "I don't know what to tell you and I really do not care." We just want a) the employees to at least pretend they know what is going on when we go into the local store (I worked there for 4 months and while I might not have always known the answer, I at least had the customer service knowledge to know who to ask and how to make the customer feel that their questions were valued); b) the employees to be knowledgeable enough about a process as routine as layaway to be able to say "you will receive an email about delivery as soon as your payment is processed in the system"; and c) to receive timely delivery and information. I understand the dryer was not available, but then why was I originally told 2/8 as the delivery date? Why didn't anyone bother to check that first?

Complaint: [redacted]
I am rejecting this response because:
I did not cause this electrical problem to so-call "manifest" itself to use the words of Sears.  I agree that problems can come up at any time just as they can with any item or appliance.  That statement means absolutely nothing.  How do they explain the numerous problems with the washer before this if it is simply an electrical issue.  Typical Sears...cause further issues, walk away, and have the homeowner waste more of their time to solve SEARS' problem.  Of course the technician is going to say that he did not cause the electrical problem.  Again....bottom line - the unit had power to it before the SEARS technician touched it.  I do not believe this is a fair solution at all.  A fair solution would be either:  A) Come get the old unit and drop off a new one or B) come get the old unit and give us a complete refund and an apology.  I would prefer a refund so I can take my business to a company that would value me as a consumer.  Considering the fact that we (in good faith) purchased over $5000 worth of appliances from Sears and have had nothing but problems with all of them, I don't feel that a refund request is out of line at all.  The refrigerator has gone through at least 7 technician visits and over 9 doors delivered to the house.  The oven came out with a dent in the door.  The washer has had 4+ visits from Sears.  This is a waste of valuable time and these problems should never have dragged on for over a year.  Sears will continue to work the system and take advantage of J[redacted] Consumer because they can.
Sincerely,
[redacted]

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

align="left">  Re: Joanne [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services records indicate that repairs to Ms. [redacted]’s refrigerator were completed on September 7, 2016. During the service call the technician assigned to the call indicated that he installed a previously ordered thermostat. Additionally, our complaint management program indicates that Ms. [redacted] has spoken with our service contracts office and they have processed a food loss reimbursement check in the amount of $52.95. The aforementioned food loss was approved on September 5th. We apologize to Ms. [redacted] for the inconvenience noted in her complaint, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

Initial Business Response /* (1000, 7, 2015/06/30) */
June 30, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint...

regarding her dissatisfaction that the light in her refrigerator failed sooner than she expected.
We apologize that Ms. [redacted] 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] case, the refrigerator was purchased on March 10, 2012 and the manufacturer's warranty expired on April 4, 2013. According to our records, the last service was completed on April 9, 2014. Sears does offer a 90 day service guarantee and this repair was completed more than one year ago. As a one-time courtesy and continued loyalty, we offered to schedule service with a Sears' technician to diagnose the issue. We would cover the labor charges, but Ms.[redacted] would be responsible to pay for any parts needed to complete the repair. Ms.[redacted] accepted the offer and service was completed on June 20, 2015. Since we have addressed the issue brought forth in Ms. [redacted] complaint, 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
XXX-XXX-XXXX direct
[redacted]@searshc.com

Order place 11/15/16. Item to be in store for pickup 11/23. It has been delayed several times with no explaination. Everyone I have spoken with has been rude and of no help. Customer Service at Sears is non existing. This was also charged to my Sears card which I am now paying interest on merchandise that I do not have. If anyone at Sears does actually read this my order# is [redacted]

November 14, 2016
 
Roman">Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Tiffany [redacted]
 
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that her dishwasher failed sooner than she expected.
 
We apologize that Ms. [redacted] dishwasher 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] case, she purchased her dishwasher on November 30, 2013, and the manufacturer’s warranty expired a year after on November 12, 2014. We have researched Ms. [redacted] model# 66512783K310 and would like that there are no recalls or no known issues.  That being said, any repairs at this point would need to be done at Ms. [redacted] expense.  That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
 
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.
 
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

November 18, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]- Jacob [redacted]   Dear Mrs. [redacted]:   We have completed our investigation of Mr. [redacted] complaint regarding his tire gauge.     We have spoken with Mr. [redacted] in regard to this issue. As clarification, our Craftsman warranty does not note that a replacement will carry the same warranty as the original item. However, we have issued a check for the cost of gauge Mr. [redacted] purchased recently as a courtesy. In light of the aforementioned information, we respectfully ask that this matter be considered resolved.     We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.   Sincerely,   Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com [redacted]

December 29, 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 request to receive his shipment.   It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experienced. After reviewing the notes in the order, we show that a full refund had been processed for $11.84 for the merchandise that did not ship out to him. For Mr. [redacted] records the return receipt number is [redacted] Mr. [redacted] should see his refund within 7 to 10 business days. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. 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

March 24, 2016
size="3">
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
On 07/15/2014 our auto center sold him a set of [redacted] tires for his current vehicle and over the course of the next 14 months, we rebalanced his tires 9 times due to a complaint of vibration.  In December of 2015 we contacted [redacted] to attempt to warranty adjust the tires due to a persistent ride complaint.  At that time [redacted] offered 25% goodwill adjustment due to the tires being unevenly worn.  Mr. [redacted] was not pleased with that offer and promptly contacted the Revdex.com to file a complaint against Sears Auto Center (Revdex.com Complaint [redacted]) and requested a new set of tires at no charge.  We offered a 56% adjustment on his tires, which he accepted.  On 12/22/2016 we installed a new set of tires on his vehicle and have since rebalanced them 3 more times.  We have attempted to explain to him that if the vibration was still present with a different set of tires, there is a very reasonable possibility that the vehicle's suspension could be playing a part in his ride disturbance.
I have contacted [redacted] today, March 23, 2016 and we have come to an agreement that he will have his tires replaced elsewhere, return the tires he most recently purchased from us and I will refund him $267.88 and at that time we will no longer be responsible for resolving any ride disturbance issues with his vehicle. That being said, because we have addressed [redacted] complaint, we respectfully request 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 Complaints Specialist
[redacted]
[redacted]

July 19, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted]...

complaint regarding the problem he encountered when he attempted to return the tractor after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”Since Mr. [redacted] purchased the mower on May 1, 2016, and attempted to return it on June 18, 2016, he was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the tractor is covered by the manufacturer’s two-year warranty for parts and labor to service the tractor. According to our records, service was scheduled and our technician assessed the tractor on July 12, 2016. He found that a push nut was missing on the drive pedal arm. He replaced the push nut and the unit was operational.
As a one-time courtesy, we offered Mr. [redacted] $150.00 for lawn care reimbursement to assist with his cost. Mr. [redacted] accepted the offer and we issued a bank check for the reimbursement on July 19, 2016. Mr. [redacted] should receive the check within 10 – 14 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]