Sears Holdings Corporation Reviews (5890)
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Address: 7816 Cooper Avenue, Glendale, New York, United States, 11385
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Complaint [redacted] I am rejecting this response because: it seems to me that this individual at Sears is not in touch with all the facts of this caseAs in my previous rejection of their explanation, I had requested a copy of the recorded phone conversation that lead to the purchase of the master protection agreementThe recording will show that I expressed several times to the CSR that the oven was not working and yet I was allowed to purchase itThe $dollars that is being talked about in this response is the cost of the master protection agreement not my repair deductableShe is using the wrong 3rd party insurance when reference to this situation, it is not cross county, it's choice [redacted] This only goes to show how missinformed they really areFor Sears to come to this conclusion after four months of service calls and no resolution is absolutely absurdThe amount of time and money I have invested in this far out ways any resolution Sears might haveBut it all comes down to the lack of knowledge of the repair techs and the poor design of a product that they stand behindTo know that I went through all of this because the oven was damaged by the self cleaning option and that I am not the first to have this happenHowever, I would guess that I am the first for it to take four months and then have the company just walk away Sincerely, [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving the part he ordered online and his request for a refund.Upon receipt of [redacted] complaint we reached out to [redacted] Senior Customer Support Representative with Parts Direct, to assist with his concern [redacted] researched and discovered that when [redacted] reported that he had not received the order, we placed another order for him The replacement order was shipped to [redacted] *n October 20, Our records indicate that the replacement order was returned by [redacted] On November 6, we issued the credits of $and $to [redacted] With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to MrDe Quevedo and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
July 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding the failure of her refrigerator and her inability to receive a warranty replacement Upon receipt of Ms [redacted] ’s complaint, we contacted our Commercial Sales group as they are the ones that supply our military bases with products to sell on baseThey were able to reach out to Ms [redacted] and arrange the replacementIt is our understanding that the warranty replacement has now been delivered and that the issue was resolved; therefore, 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, [redacted] Team Manager, Regulatory Complaints Direct Line: ***-***- [redacted] Email: ***[redacted] @searshc.com
April 12, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and non-receipt of a refund for the merchandise he did not receive We would first like to apologize for any inconvenience [redacted] encountered when he placed his orderWe can understand his frustration with the series of events detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in his order we found that Sears Online attempted to issue a refund on March 29, 2016, which fell through the systemTherefore, a replacement refund gift card was re-processed on April 8, 2016, under return sales receipt number [redacted] [redacted] can expect to receive the refund gift card in the mail within ten to fourteen business days from the 8thAdditionally, 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 uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the gift card 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
June 13, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations and can understand his frustration with the series of events detailed in his complaintAs clarification, our online website hosts other retailers through our Sears Marketplace programThe 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 onlineWe offer our own merchandise as well as choices available from third-party vendorsFor 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 SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears 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 Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] located at [redacted] with email: [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 siteFor Mr [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, ptexts, and links to third party sitesWe 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 siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN 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 SITEReturns 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 policiesIf 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 Mr [redacted] order we found that the seller has not been able to provide a tracking number to dateThe seller advised that Mr [redacted] refuse the merchandise should it be delivered in the interimWith that said, we have submitted a refund request and Mr [redacted] should see the credit post to his account within to business daysIn closure, since a refund has been processed, 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
July 7, class="InsideAddress"> [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 the installation of her dishwasher Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Customer Service Representative for the Installation Member Experience Team MrRogers has attempted to reach Ms [redacted] and has left contact information on her voicemail; however, at this time she has not responded We are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with her She may contact Mr [redacted] at [redacted] at her earliest convenience if she still requires assistance with her issue In the interim, we will consider Ms [redacted] matter closed, pending her response We apologize to Ms [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 Complaints Specialist [redacted]
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a washer purchased from Sears.Our records indicate that on October 27th [redacted] was assisted by the [redacted] Sears storeA new Kenmore washer was order was delivered to her home on November 3, [redacted] was also refunded for the purchase of the washer hoses, delivery and a $sales adjustmentOn October 29th I emailed [redacted] and offered to provide her with a 30% sales adjustment which would be approximately $To date I have not heard from [redacted] If she would like to take advantage of my offer she can email me at [redacted] Since we have noted the results of our investigation, we ask that this complaint be closed pending contactWe 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]
Contact Name and Title: [redacted] Contact Email: [redacted] October 13, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL [redacted] *** [redacted] We have been unable to complete the investigation of [redacted] complaint regarding the multiple repairs of her tv Unfortunately, we are unable to locate [redacted] tv in her filesWe have therefore attempted to reach [redacted] via email and have left contact information, however, at this time she has not respondedWe are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with herShe may contact me at [redacted] at her earliest convenience if she still requires assistance with her issueIn the interim, we will consider [redacted] matter closed, pending her response We apologize to [redacted] for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 11, 2015/08/04) */ [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 range hood purchased from Sears Outlet [redacted] manager of the [redacted] Sears Outlet, provided the following response: An exchange was processed and delivery was attempted last weekUnfortunately Mr [redacted] was not available and the delivery has to be rescheduledThat said, when Mr [redacted] is ready for delivery I invite him to contact me directly to reschedule delivery, I can be reached at [redacted] Since we have noted our intent to make the delivery once it is rescheduled we ask that 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] @searshc.com
I WENT TO SEARS TO PURCHASE A TV THROUGH THE WHY NOT LEASE IT PROGRAM BECAUSE THEY HAD MAJOR DEALS GOING ON FOR TV'SAT THE TIME OF PURCHASE, IT WAS STATED THAT THE TV WE WANTED WAS OUT OF STOCK BUT THEY COULD ORDER IT FOR ME AND THEN GIVE ME A CALL ONCE IT WAS SHIPPED TO THEMNO ONE EVER CALLED ME TO PICK THE TV UP, I HAD TO CALL MYSELFI WENT TO PICK THE TV UP, GOT HOME AND SEEN THAT WHEN THE TV WAS PLUGGED IN THERE WERE LINES COMING FROM ONE CORNER TO THE MIDDLE OF THE SCREEN, AS IF IT HAD BEEN DROPPEDI RETURNED THE TV BACK TO SEARS, WHEN I ASKED ABOUT ME HAVING A WHY NOT LEASE IT CONTRACT FOR THE TV I WAS TOLD THEY WOULD HANDLE ITDUE TO ME HAVING TO GO THROUGH THE WHOLE RETURN PROCESS AND HAVING TO WAIT FOR ANOTHER TV TO BE SHIPPED, I DECIDED NOT TO GET A NEW TVI CONTACTED SEARS A DAY LATER, I WAS TOLD THAT I NEEDED TO CONTACT WHY NOT LEASE TO LET THEM KNOW THE ITEM WAS RETURNED BACK, AND THAT A SEARS ASSOCIATE WOULD BE CALLING TO VERIFY IT WITH THEMTHE FIRST PERSON I SPOKE WITH SAID OKA COUPLE DAYS GO BY, I CONTACTED WHY NOT LEASE IT JUST TO VERIFY EVERYTHING WAS MOVING IN THE RIGHT DIRECTIONTHAT DAY FORWARD, ALL I GOT WAS THE RUN AROUNDI WAS TOLD THAT SEARS DOESN'T CONTACT WHY NOT LEASE AND VICE VERSAI ASKED TO SPEAK TO A SUPERVISOR, THE REP KEPT TALKING AS IF THEY DIDN'T HERE MEAFTER I GOT UPSET, I WAS PUT ON HOLD FOR MINS, AND THEN THEY HUNG UP ON ME, MULTIPLE TIMESI CALLED BACK, EXPLAINED WHAT HAPPENED, I WAS TOLD SOMEONE WOULD BE GIVING ME A CALLONCE I GOT A CALL, I WAS ASKED IF I STILL HAD THE RECEIPTI EXPLAINED TO THE PERSON ON THE PHONE THAT I THREW THE RECEIPT AWAY BECAUSE TIME HAD PASSED AND I DIDN'T KNOW THAT I WOULD BEING GOING THROUGH THIS BEING THAT I'VE HAD MULTIPLE CONTRACTS WITH THEM AND PAID THEM ALL OFFI CONTACTED SEARS, SPOKE TO A SUPERVISOR, AND DIDN'T RECEIVE ANY HELP FROM THEM EITHERTHE SUPERVISOR STATED THAT I NEEDED TO TALK TO WHY NOT LEASE ITTHE ISSUE WAS NEVER RESOLVED, AND NOW HERE I AM ALMOST A YEAR LATER DEALING WITH THIS AGAIN BECAUSE NOW THEY HAVE ADDED ON MORE MONEY THAN WHAT THE TV WAS ADVERTISED AS AND IT IS NOW ON MY CREDITI WILL NOT TAKE RESPONSIBILITY FOR AN ITEM THAT WAS DAMAGED IN THE FIRST PLACE AND THAT WAS RETURNED BACK TO THE STORE
Initial Business Response / [redacted] (1000, 7, 2015/07/16) */ July [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding the delay in receiving his purchased appliance After reviewing Mr [redacted] complaint and our records, we were able to determine that Mr [redacted] purchased a cuft Ge refrigerator on [redacted] The delivery was scheduled for June Unfortunately we were not able to complete the delivery due to the manufacture not being able to fill Mr [redacted] order and we apologize for thisOur records also show that the delivery was completed on June As an apology, we provided Mr [redacted] with gift cards totaling $We hope that Mr [redacted] purchased appliance will provide him with long term satisfactionAt this time, since the delivery of Mr [redacted] purchased appliance has been completed and courtesy compensation was provided, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct [redacted] @searsch.com Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) After two delays, one of which was confirmed for delivery the night prior, the delivery never occurredNot only did my wife take off from work to receive the delivery which never occurred, no one from sears delivery called to say that it was delayed a second timeMy wife called an hour after the delivery window to find out that it was not being delivered as confirmed the night priorMy wife was advised that due to the several delays and inconvenience, sears would be sending a 230$ gift card in addition to the 150$ I was told I would be receivingAfter almost three months of waiting, receive a gift card for 150$ followed a few days later by a gift card for 230$ dollarsWhen I tried to use the gift card for 150$ it read insufficient fundsAfter several calls and being hung up on several times by service representatives, I was told that the 150$ gift card had been invalidatedI am told that they were not authorized to send me the additional that I was promised even though my wife was clearly told that the would be in addition to the already issuedI do not accept the response from Sears, because they have once again failed to provide compensation which was promised and the service representatives are not helpfulThey have lied several times and continue to hang up on my wife and I anytime we callHow is it possible to have call after call dropped on a land line? It's notAlso, as stated in the previous complaintI was required to pay interest on an item which was not delivered for a month through no fault of my own Final Business Response / [redacted] (4000, 11, 2015/07/17) */ July [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we previously sent After reviewing Mr [redacted] response, we were able to confirm that Mr [redacted] was offered a total of $in gift cards, which were sent on three gift cardsOur records show that the gift cards were all returned, so customer service canceled the gift cards and sent one gift card totaling the original amount of $At this time, no additional compensation will be provided As far as the interest incurred on Mr [redacted] credit card, since he agreed to the terms of the credit card, he is solely responsible for any interest that were accruedAt this time, we respectfully request this case remain closed We 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/SHC Direct [redacted] @searsch.com
January 4, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order and non-receipt of a refund After reviewing the complaint filed on December 14th, we show that the credit Sears Online had processed was credited to Ms [redacted] on December 16thThe credit posted to [redacted] account ending in [redacted] For her records the reference number for this credit is [redacted] We apologize for any delay that Ms [redacted] may have experienced and hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceWe have noted Ms [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
Complaint: [redacted] I am rejecting this response because: First it was a Sears coupon that I had and it was also hanging by the registerI still have it on my phoneGet extra 10% off if you spend $(for mattress and or foundation) That is the one I qualifed forThe checker wouldn't even try to scan itSo then I showed a third party couponThat one did have restrictionsSo then I said there was one (but the page I had on my phone disappeared ) it did NOT have restrictions and it said take an additional $off any in-store bed purchase $or higher at SearsI asked if they wouldn't mind helping me find itI was there for the entire afternoon they were understaffed and so I had to wait a long timeI was very patientAnd when finally making a big purchase I asked if I could get help with a coupon I was ignoredNo other customers there by that timeReally??? That's how you treat customers -by not helping!! I worked in customer service and have NEVER treated a customer like that ever! I would have helped find a coupon, especially if a customer askedI was ignored by the checker and supervisor when I askedThey couldn't be botheredRidiculous and unbelievable! Sears has proven they do not care about their customers at all anymoreAll about greedAnd too lazy to help customersAnother department store I just went in recently helped with a coupon also, when I told her about what Sears did she said; oh wow that's horribleRude and unprofessionalWe would be in big trouble if we treated customers like thatWe are always, always helping customers with coupons, we want happy customersI can't believe they didn't help you with a coupon that's crazy! Especially all the money you spent thereBecause of the coupon situation she said she won't shop at Sears againLike she told me, customers should come first and should always be treated rightI made a huge purchase at Sears and you care that little about your customers to not honor a legitimate 10% off in-store couponOr if it wasn't (that one was) then to help find a coupon I could use!!! Totally ridiculous that no one wanted to bother with that!! Dishonest, or trying to trick people? Terrible customer serviceI already stopped one couple from buying their bed from Sears- so they bought theirs in a different store insteadA friend said she will hang a flyer in her shop about boycotting Sears (perfect time for the holidays) so customers will see it and know whyI will probably take her up on that offerSo people will make their Christmas purchases at better stores (likes the ones I mentioned) where they are appreciatedStores that will be honest and honor coupons or find one a customer can use insteadThere were legitimate coupons where I would have had $30-$dollars off my $Sears purchase but you guys apparently don't care about keeping customers or making new ones Sincerely, [redacted]
As I stated in my original complaint, the only way for [redacted] to exchange the model is t o do it through Sears, this is what [redacted] does with all businesses who sell their productsI have given Sears the information to contact [redacted] and they have not made any attempts to resolve the matter [redacted] is a manufacturer, they sell their products through retailers so they have to do the exchanges through the retailers where the product was originally purchasedAll Sears has to do is let [redacted] exchange through them and they have refused to participate in [redacted] 's exchange processI do not understand why they will not let the machine be exchanged, they have nothing to loose by letting [redacted] replace the machine with a new oneI would like to know why they will not allow this exchange please Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Went to pick up my layaway and they lost itThen was asked to wait for it to be resolved , waited over an hour just to be refunded my money not ever shopping at [redacted] again
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigerator [redacted] , Sears Home Services, Customer Advocate provided the following response: Repairs to Ms [redacted] refrigerator have been completedAfter the service call was completed I contacted Ms [redacted] and she informed me that the refrigerator was working as designedAdditionally, after the completion of the repairs, Ms [redacted] purchased a protection agreement from the technicianIf I can be of any additional assistance to Ms [redacted] , she can reach me at [redacted] That said, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a Kenmore refrigeratorSears 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, Ms [redacted] has been emailed a copy of the exchange sales check and is aware of the deliverySince we have noted the actions taken to resolve Ms [redacted] concerns, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [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 $When the technician returns to install the part, he or she would then collect the balance of the laborWe 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 statusOtherwise, once the process starts the customer would have to wait to have the part delivered, and then return it, before any refund would be possibleIn [redacted] case, when she canceled the repair she had a delay in receiving a refund because the part had to be delivered and then returnedOnce this happened her service order should have been closed out as a declined estimate so that we only retained the $minimum fee and it would have generated a refund to her for the remaining $Unfortunately, it was not closed out correctly and instead reflected that no refund was dueBecause 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 amountTo process the refund though, we need the remaining digits of the digit [redacted] number ending in ***; 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 $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]
We use our washer and dryer purchased by Sears in our Sleep Study Center We have an expensive maintenance contract Five days after having our leaky washer looked at, we are still waiting for the part to arrive from [redacted] (drain hose that could have been purchased at a local hardware store!) I spoke with several repair and customer service people, each with an attitude of indifference I was transferred to another country and still received no help, finally I was disconnected twice Sears is so big that one hand does not know what the other is doing The phone system is inept and the telephone staff are not interested in helping customers I could not even file a complaint online! Sears does not care about their customers once they get your money I will absolutely never purchase anything from Sears again
October 31, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Jeffrey D [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return the Window AC 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 policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith 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 days from the date of your original purchase to make a return with the following exceptions...”Since Mr [redacted] purchased the window ac unit on September 19, 2016, and attempted to return it on October 20, 2016, he was over the 30-day “hassle-free” return periodWe would also like to note that we contacted Store Manager Stephanie Zelenak and she confirmed that she had instructed Ms [redacted] to return the unit within the day period for a refund; which Ms [redacted] failed to do However, after the Sears hassle-free 30-day return/exchange period has expired, the window ac unit is covered by the manufacturer’s one-year warranty for parts and labor to service the unitAccording to our records, the manufacturer’s warranty will expire on September19, Since Mr [redacted] stated that the window ac unit would not work, we contacted Ms [redacted] and offered to schedule an in-home warranty repairIf our technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warranty; not a returnAssistant Store Manager Michelle [redacted] confirmed that Ms [redacted] ’s window ac unit is in the merchandise pick up areaSince the [redacted] just left the window ac unit at the store, they must return to pick it up in order to schedule the in-home warranty serviceWe also informed Ms [redacted] that the store will hold the unit for them until November 11, 2016; Sears will not be responsible for the unit after that dateWith that being said, since we have addressed the issue brought forth in Mr [redacted] ’s complaint, we have closed our file Again, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com