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Sears Holdings Corporation

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Sears Holdings Corporation Reviews (5890)

I ordered a pair items online on the 4th of JulyOne of the items was not eligible for shipping (a pair of sandals)I called customer service twice, which is in the Philippines, very bad connection & couldn't understand themI opted online for "Drive In Customer Pick Up"My order was ready the next dayI spoke to their Customer Relations Dept in the US which gave me a complaint #They tried calling the store for an hour while I was on hold, but no one picked upI explained I would rather of paid for shipping instead of heading out to storeI complained on Sears [redacted] page, along with may othersI called the store today, NO pick upBTW, the store is in Rego Park, Queens, NY, which is very busyI called their CRD again today, very unprofessional, transferred me to the Philippines again, must of called x'sI forgot, yesterday they told me, the Rego Pk location doesn't have Drive In Pick UpThat's what I wanted to confirm with store, but no one ever picks upFinally today I spoke to the last repin USI asked to speak with an executive of the companyThe rep said, "she doesn't handle the calls, only the Philippines handles customer serviceAnd, that is why corporate hired the Philippines as their CSR & it is beneath the executives to handle complaintsI cancelled my order!!

[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] class="InsideAddress"> Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding her Sears Appliance Warranty Our records show that we repaired Ms [redacted] washer on August 8, Our service technician found a loose wire to the motorPer her service warranty and as Ms [redacted] was informed when she signed up for the Appliance warranty she may cancel her warranty at any time but she would be responsible for the first service at the retail cost: “Your Sears Home Warranty program is for a term of one yearIt has a $50,limit per contract year and includes a $trade service fee per claimYour first service call today will be covered up to $maximum for repair or replacementOther than this first service call, your warranty coverage and program benefits under the plan begin days from todayPlease note that if you cancel before the expiration of the first year, you will be charged the regular retail price of the initial service call at the time you cancelThere are some common exclusions such as expendable items like filters, cosmetic parts, and damages due to causes beyond our control, such as hurricanes or earthquakes, or repairs resulting from abuse or accidental damage.” Although we do try to meet our customers request for service dates and times, there is always the possibility that we are unable to meet those needsWe apologize for any delay in the serviceSince we have repaired Ms [redacted] washer and addressed her request 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]

Complaint: [redacted] I am rejecting this response because: I reject this offer because (as my daughter spoke to a gentleman at Sears Driving School when this first arose and admitted to him that she did all of the registration) This gentleman directed us to [redacted] When I first spoke to [redacted] I explained that I was no longer using that E-mail, just this week I had [redacted] customer service re-establish this E-mail so that I may see the E-mails Sears DS is referring to I want to Re-iterate that I had no knowledge or consent for her to do what she did, had I known I never would allow her to miss even driving school session and worse continue to miss them at $a session! Why would I do that??, she is a minor and yrs old at the time, I am asking because she is a minor to void the policies that were only meant for an adult to understand,and Why didn't Sears driving school ever contact me?? not even one time! I had no knowledge of anything until I tried to call and schedule her drivesI spoke to someone over the phone and paid my money same as I did with my son at the Driving school, I had NO knowledge of all the rules as I was not the one to register her, my daughter did this on her own doing without my knowledge and without knowing the consequences herself being she was only yrs oldRespectfully, [redacted] Sincerely, [redacted]

Contact Name and Title: Erica [redacted] Contact Email: Erica[redacted] @searshc.com October 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #94572347- Emily [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***'s complaint regarding her treadmill We have received Ms***'s complaint and apologize that the screws are stripped on her treadmillWe would like to note that the treadmill was delivered on April 12, and its one year manufacturer's warranty has since expiredUnfortunately, because it has been such an extended amount of time, there is no way to tell if the delivery team who initially put the treadmill together caused the stripping of the screws or notAt this time, we are unable to assist Ms [redacted] with her request to have the unitIf she is wanting repair, she would need to contact Nodictrack at [redacted] as Sears does not handle repair of that brandIn the interim, because we have addressed Ms***'s concerns, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

January 19, class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent transaction As clarification, Mr [redacted] has shopped with our site before, but on the date that he placed the order in question, a new credit card was used and separate orders for $in gift cards were also placedWhenever the order for the gift card was placed, the personalized questions asked did not match Mr [redacted] informationObviously, this caused some concern as we felt some sort of fraud could be taking placeFor his protection, we spoke with him to verify the purchase, but the verification process was not passed then either; therefore, the order was canceledThere is no issue with him redeeming his points; we were just concerned that someone was using his information to commit fraudAny points used on the order were returned to his accountShould Mr [redacted] wish to replace the orders, if he would let me know the new order numbers, I can have someone in our Fraud Protection Department keep an eye on the orderHe will need to make sure thought that the information he provides (his personal information) is correctAgain, this is for his protection I may be reached during business hours via email at [redacted] 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]

July 7, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] * [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement refrigeratorOur records show that Mr [redacted] purchased the Master Protection Agreement (MPA) on January 14, Within the last year, Mr [redacted] has had one service call completed On July 5, 2016, under service order [redacted] , a new control board, tubing and thermistor were installed While we understand that Mr [redacted] is frustrated and feels that his refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Mr [redacted] refrigerator has only had one qualifying repair to date Since we have explained why a replacement is currently not an option for Mr***, and completed the repair to his refrigerator in accordance with the terms of his MPA, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted]

July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Debra Ann [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***’s complaint regarding her recent online order and non-receipt of a refund It is unfortunate that we failed Ms***’s expectations when she recently attempted to cancel her orderWe value Ms***’s patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order we found that a full refund has been processed on July 18, 2016, back to her MasterCard account ending in Ms [redacted] can expect to show this credit post to her account within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms***’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

May 9, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding their online order experience and non-receipt of a full refund We would first like to apologize for any inconvenience [redacted] may have experiencedWe can assure that their concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued a full refund in the form of gift cardsAdditionally, Online confirmed on April 5, 2016, that the correct amount had been issued and recently used on April 4, 2016, on Kmart.comWith that said, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon Should [redacted] have any further questions or concerns, they may contact me via email at [redacted] In the interim, we have noted [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

February 9, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Esther [redacted] - # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her washer First, we would like to apologize to the Ms [redacted] for failing her expectations in regard to the repair of her washer Our records show that Ms [redacted] purchased her washer on September 23, 2008, and delivered on September 24, 2008; the manufacturer’s warranty expired on September 24, While we empathize with Ms [redacted] , she is not entitled to a replacement as her warranty expired approximately five and a half years ago Furthermore, we do not show any service completed on her washer by Sears Home Services prior to the current repair On February 6, 2016, the technician returned and installed the previously ordered parts; completing the repair Ms [redacted] was charged for the repair, but the cost reflects a 20% discount In summary, since we have documented Ms [redacted] concerns with her washer repair and explained why we are unable to honor her request for a replacement, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 11, 2015/09/28) */ September 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms[redacted] complaint regarding her dissatisfaction with the repair service provided on her dishwasher Our Territory Member Advocate Team made multiple attempts to contact Ms [redacted] and left voicemails with their contact informationSince she has not responded, we are unable to resolve Ms[redacted] issue until we have the opportunity to discuss the matter with her Regarding Ms[redacted] concern with our technician's statement that the dishwasher should be connected to the hot water valve and not the cold water valve, according to the Installation Manual for Ms[redacted] dishwasher, model FGID2474QF0A, under Connections for Electrical, Water, and Drain, it states "Locate the electrical supply and dishwasher's electrical junction box on right underside of unit behind kickplate assemblyDetermine where you will connect to hot water supplyReview Figure and note the location of the water inlet valveDetermine where you will connect the drain hose"It further states "IMPORTANT: incoming hot water temperature should be at least degrees FahrenheitWater pressure should be between 20-psi." Our records indicate that on September 17, our technician returned and installed the part that was orderedThe dishwasher was tested and the repair was completedWith that being said, Ms [redacted] may contact our Territory Member Advocate Team at (XXX) XXX-XXXX if she would like to discuss her concernsIn the interim, we will consider this matter closed, pending her response We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease 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

January 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that we will not honor the $price protection discount she alleges was promised on her online orderAs clarification, Sears does have a Price Protection Policy that states “If an item you have purchased from Sears goes on sale for a lower price within days of your purchase, Sears will refund the difference.” According to our records Ms [redacted] placed her online order on November 19, and contacted our online customer service on December 13, to request a discount because the price of the item had reducedMs [redacted] was informed that she did not qualify for the Price Protection refund and her request was deniedMs [redacted] contacted us again on December 18, to check the status of the refund and was informed that her request had been deniedThe associate reviewed the previous Chat note and noted that there was no documentation that Ms [redacted] had been offered the $refund or a couponThe online associate reached out to management for approval for the non-qualifying discount, and it was approvedHowever, the chat was disconnected and the associate was unable to complete the processAs a good-will gesture, on January 14, we issued Ms [redacted] Shop Your Way Reward Points to her account; equivalent to $With that being said, since we have provided Ms [redacted] with her requested resolution, we have closed our fileAgain, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

September 20, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] – Lanny [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding the recliner he purchased and his inability to receive a warranty repair When we received Mr [redacted] complaint, we sent it over to the group that contacts the division that schedules these repairsHe was scheduled for a repair on September 9thMr [redacted] then informed the technician that he no longer needed a repair so his service order was closed outIf that is not the case and Mr [redacted] still requires assistance, he is welcome to let me knowOtherwise, since it was our understanding that his issue had been resolved, 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, Tammie [redacted] Regulatory Complaints Specialist Direct Line: [redacted] Email: Tammie[redacted] @searshc.com

October 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the delay in receiving his purchased appliance After reviewing [redacted] complaint and our records, we were able to determine that due to a systems error, his delivery was updated as shippedOnce we corrected our systems, the delivery of [redacted] purchased appliance was completed on September 29, For any inconvenience this may have cause, [redacted] was provided with $in gift cards via ***It is our hope that [redacted] purchased appliance will provide him with long term satisfactionAt this time, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]

OVERPRICED AND COULD CARE LESS ABOUT CUSTOMER SERVICE TOOK APPTS TO GET AN ESTIMATE AND WHEN THEY FINALLY DID THE ESTIMATE FOR BEDROOMS TO GET CARPET IN THEY WERE MORE INTERESTED IN SELLING ME HIGH END CARPET THEN LISTENING TO ME THAT I HAD A BUDGET TO STAY IN AND THAT I HAD RADIANT HEATING FLOORING THEY OFFERED ME THE WRONG CARPET AND PADDING THAT I FOUND OUT AFTER I WENT WITH THE LOCAL CARPET DISTRIBUTOR SEARS GAVE ME A QUOTE AND THEY WANTED YOU TO PAY THAT AMOUNT RIGHT ON THE SPOT OR THAT QUOTE WAS NO LONGER GOOD AND THEY DO ALL THE MEASUREMENTS AND CALCULATIONS RIGHT IN FRONT OF YOU ON A COMPUTER AND GIVE YOU THE PRICE THE VERY NEXT DAY I GET A CALL FROM JON SY OF THE CHICAGO DISTRICT OFFICE TELLING ME THAT THE NUMBERS WERE WRONG ON THE SALESMANS COMPUTER AND I NEEDED TO PAY AN ADDITIONAL $AND ASKED ME IF I WANTED TO PAY FOR IT BY CREDIT CARD OR CANCEL THE INSTALLATION ALL TOGETHER NO EXPLANATION WHY AND DIDN'T CARE IF I SAID NO SO AT THIS POINT MY TOTAL TO GET BEDROOMS WITH CARPET INSTALLED WAS AT $2300!!!!!!!!!!! ARE YOU KIDDING ME???? TALK ABOUT BATE AND SWITCH AND ON TOP OF IT CANT EVEN EXPLAIN THE NUMBERS TO YOU I ENDED UP GOING TO A LOCAL CARPET PLACE CALLED [redacted] CARPETS IN WESTMONT, IL AND THEY WERE GREAT THEY EVEN TOLD ME THAT SEARS WAS SELLING ME THE WRONG CARPET FOR RADIANT HEAT FLOORS AND WERE SHOCKED THAT THEY WOULD DO THAT [redacted] CARPETS CARED ABOUT MY CONCERNS AND BUDGET AND WAS WITH YOU FROM START TO FINISH TWO ROOMS WITH CARPET INSTALLED IMMEDIATELY WAS JUST UNDER $AND THE CARPET IS BEAUTIFUL AND HIGHEND AND I WILL DEFINITELY USE THE LOCAL BUSINESS RATHER THAN SEARS! I WILL NEVER REFER ONE PERSON TO SEARS AND MAKE SURE NO ONE USES THEM!

Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Erica [redacted] # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding a refrigerator purchased online via www.searsoutlet.com Paul [redacted] manager of the Sacramento Sears Outlet provided the following response: The local merchandise distribution outlet was contacted on September 2, 2015, and an order to pick up Ms [redacted] 's refrigerator was picked up on September 3, Once the refrigerator was picked up and checked into the warehouse, a credit will be processed in the same form of payment that was used to complete the purchaseIf Ms [redacted] has any additional concerns, she can reach me directly at 916/ [redacted] That said, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease 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

(The consumer indicated he/she DID NOT accept the response from the business.)Why is their rebuttal full of lies, and making it seem as if, I, the customer, have to lie about the terrible service that I have been getting since I had the ac unit installedFirst of all, I don't like to keep repeating myself for the 3rd timeAgain, if I purchased a brand new ac unit why would it need to have a txv valve or whatever it is, because evidently it is a defective unit, if you need to replace something on it they day after it was installedSecondly, the service tech stated that they were going to replace the valve and never came back with it, they only added freeonAlso, the tech stated that they could not fix the unit, they were only concerned about how many times that they were coming out and not getting their repair feeWhich was not required for us to paySo after they couldn't bill me for the repair fee they unhooked the heating unit wires and refused to hook it back up, then stated that I should have a sears tech come out and install me a new heating unitRidiculous right! And this continuing back and forth with sears is draining me of my healthIt is giving me anxiety and depressing the hell out of me because sears is acting like it was my fault that this unit is not workingWhen they meet my demands and treat me with respect then and only then will I accept their proposalNow, why they are refusing to do this is only because they are a bunch of inexperienced service techs and they know they cannot fix this unit, which one of the techs did stateAnd I never knew that you have to have your heating unit fixed by sears in order for your heating unit to work, which was working fine until the tech unhooked the heating unit wires stating that they were troubleshooting, by unhooking the heating unit wires to see if they could get the ac working, which now the heating or the air still didn't work, thanks to sears techI am truly terrified now that they may come out and mix up some wiring in the unit and cause an electrical fireBecause of their refusal to refund me my funds or fix the unitWhen they know that it can't be fixedI still stand on that the fact is that they are only doing this because I am African American and elderly and they are treating me like I don't have the right to want quality service and equipment

October 26, 0in 0pt" class="InsideAddressName">Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #– Willie [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with the multiple repair attempts on his air compressor We have reviewed Mr***’s service history and can understand why he was frustrated with his experience Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present This is usually not discovered until the customer has a chance to let the item run for awhile Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location We understand that this can be frustrating when a customer has a situation like Mr***, and we are pursuing solutions that will provide better options for our customers when these issues occur We would like to note that Mr***’s air compressor was purchased on 12/19/and is currently covered under a Master Protection Agreement (MPA) Under the terms of the MPA, the unit can be replaced if the costs of the repair are uneconomical, if the parts needed for repair are no longer available, or if the unit has had functional failures within a calendar year In Mr***’s case, he has had repair on 7/18/where the pump assembly was repaired as well as 10/06/where several parts were replaced Repair was scheduled for 10/20/but was cancelled as Mr [redacted] refused repair Unfortunately, the air compressor is not eligible for a replacement as it does not qualify under one of the above mentioned reasons That being said, Mr [redacted] will need to continue with repair under the terms of its MPA That being said, because we have addressed Mr***’s complaint, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com

April 29, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the online order experience and request for a refund It is unfortunate that we failed [redacted] expectations and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order we found that Sears Online agreed to issue the refund in full without the piand return of the merchandiseSears Online has made multiple attempts to [redacted] regarding this matter however they have not received a response to dateIf [redacted] and [redacted] agreed to the refund without a return then we ask that they contact us directly via email at [redacted] 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 uponIn the interim, we have noted [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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Complaint: [redacted] I am rejecting this response because: The information that Sears submitted is NOT correct as I informed the Revdex.com as wellI was not even at home when the washer and dryer were deliverhusband wwas not instructed to call when we were ready and I certainly was not??? When I later inquired about them coming back-I was instructed "we do not normally do that"there is apparently nothing that can or will be done about this -my main goal is for people to know how they get your money and then don't do what they saidBesides if my warranty was voided-why did they come and fix the door....? Sincerely, [redacted]

May 19, class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her range where the self-clean feature doesn’t work properly We apologize that Ms [redacted] range 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 range in May of 2015, and the manufacturer’s warranty expired a year after in May of We do not show that any repairs were ever completed by Sears whether under the warranty or otherwiseMs [redacted] mentioned that she felt that there was a manufacturer’s defect, we looked at her model of range and do not see any known issues with the unit or any defects With that said, a refund would only have been an option within about days of the purchase date and that time has long since been exceededAs a one-time courtesy, we are willing to schedule a repair and waive the trip/diagnostic fee for Ms [redacted] but she will be responsible for any labor and parts charges Should Ms [redacted] wish to accept this offer, she may contact myself, [redacted] r at [redacted] or [redacted] That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] r Regulatory Complaints Specialist

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