Sears Holdings Corporation

January 21, 2016
 
0in 0pt" class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding receiving a refund for his order that was cancelled.
 
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted], Store General Manager of store#             [redacted]  Ms. [redacted] states that a check was cut for Mr. [redacted] on January 1, 2016 in the amount of $1,486.51.  If the check does not clear within 7-10 business days, the store will cancel that check and issue another refund at that time.  Should Mr. [redacted] not receive his check, he can contact Ms. [redacted] at [redacted]  That being said, because we have addressed Mr. [redacted] 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,
[redacted]
Regulatory Complaints Specialist
[redacted]

Initial Business Response /* (1000, 5, 2015/07/22) */
July 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]

Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint...

regarding his refrigerator.
First of all, we want to thank Mr.[redacted] for bringing the matter of the email correspondence to our attention. This has been forwarded to the appropriate parties along with his concerns.
In regard to the refrigerator itself, it seems that Mr.[redacted] spoke with someone on July 16, 2015 and they agreed to refund his labor and diagnosis fee. That refund was processed and Mr.[redacted] should see it on his account shortly if it is not there already. While we realize Mr.[redacted] feels he should not have to pay for the repair or the part, his warranty did expire on February 12, 2015 and since he opted not to purchase any extended coverage, any repair or replacement costs would now be his responsibility. Part of the labor fee Mr.[redacted] was refunded for includes the diagnosis fee, which is a non-refundable charge. An exception was made in his case as a courtesy. We typically try to make an exception where it may be warranted in the interest of consumer satisfaction. However, we do not feel his request to receive a refund for the cost of the part is reasonable given the circumstances. We have no recalls on file from the manufacturer for this model. In closure, while we are not obligated to honor Mr. [redacted] request for a complete refund due to the aforementioned reasons, a partial refund was issued as a gesture of goodwill; therefore, we respectfully ask that this matter be considered closed.
We apologize to Mr.[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The labor was refunded because it was never performed.
Part of the icemaker part actually broke off the icemaker. The ice compartment flooded and subsequently froze the loose part into a block of ice. The lose part was still attached to the icemaker by a cord. The repair person destroyed the icemaker by cutting the wire attaching the trapped part to the freezer.
This necessitated buying a whole new icemaker.
I don't know how much I paid in advance for the repairman to return and install the new icemaker, but after at least 8 discussions involving varying levels of frustration, I wanted my pre-paid labor refunded because *I* installed the icemaker.
That said, I did not destroy my icemaker. It literally fell apart and the repair technician destroyed it when he cut the wire.
Nor did he install the icemaker, hence I *should* have been refunded for labor that was not performed.
Final Business Response /* (4000, 13, 2015/08/17) */
August 17, 2015

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

Re: #[redacted]

Dear Ms. [redacted]

We have completed the investigation of Mr. [redacted] rebuttal.

We have reviewed both our response and Mr. [redacted] rebuttal and the fact remains that his manufacturer's warranty has expired; therefore, any repair costs would be his responsibility. As we said before, there are no related recalls on file from the manufacturer for this model. As a final courtesy, we are crediting Mr. [redacted] account for half of the cost of the part, $41.00. We ask that Mr.[redacted] allow up to 7 business days for this credit to reflect. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted] case, we do apologize that we failed his expectations, but we feel our offer is relative to the circumstances and our decision is final.

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
(XXX) XXX-XXXX
[redacted]@searshc.com

November 30, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Miss Nina **   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request to receive a refund.   As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.   It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.   With that said, our records indicate that Ms. ** placed an order with a [redacted], not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted], and Email: [redacted] and telephone number ([redacted]) [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below:   Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.   Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.   After reviewing the notes in the order, we found that both items were delivered to Ms. ** according to UPS. The items were delivered on November 10, 2016, at approximately 2:12 pm. If Ms. ** wishes to return the product then she will need to contact the seller directly. In closure, since Ms. ** made a purchase with a [redacted], we are unable to honor her request. As this decision is in accordance to our posted terms and conditions, 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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

[redacted]Sears Holdings Corporation[redacted]...

[redacted]                                   ...⇄ [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL  60611[redacted]We have completed the investigation of [redacted] complaint regarding her refrigerator.
[redacted], Sears Home Services, Support Services provided the following response:
Upon receiving [redacted] complaint, I contacted her to discuss her concerns. During the conversation with [redacted] she informed me that she had been gone out of her home for more than a month and there was a bad odor coming from her refrigerator. We dispatched two different technicians to her home on October 27th and 29th. We emergency ordered a couple of Whirlpool refrigerator deodorizers for [redacted] to place in her refrigerator. We feel it is extremely important to note that when ice sits in the freezer for long periods of time, it can pick up and hold odors from surrounding food. If you have old meat, stews or other food stored in your freezer, there’s a good chance that it’s causing your ice to smell. This is especially true when the item is not stored in a sealed container, as the odors will escape and spread throughout the freezer. A good rule of thumb is to use your ice within 3 days after it’s made. Allowing it to sit for any longer increases the risk of it catching odors from nearby food. When I spoke with [redacted] on Friday, October 30th, she said the deodorizers have been in the refrigerator for 24 hours and have made some improvement. She still has a slight odor but is going to continue to clean the plastic as instructed by the technician. She's not comfortable putting food in it just yet. I provided [redacted] with my phone number and have invited her to contact me in the event she needed any additional assistance. Since we have noted the actions taken to resolve [redacted] concerns, we ask that 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]

January 6, 2017    
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mrs. [redacted] complaint regarding her dissatisfaction with our customer service and the delay of a refrigerator she ordered from sears.com.   It is unfortunate that we failed Mrs. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  We would first like to assure Mrs. [redacted] that Sears does strive to provide up to date and accurate information for all orders.  However, complex and instantaneous reporting is required of all involved parties, such as product manufacturers, in order to achieve such results.  It should also be considered that complete accuracy, or “real time” information, may not be entirely possible during special sale times that offer limited quantities or extreme discounts, such as Black Friday or Door Buster sales, since it is possible for a great number of transactions to be completed within the same period.  It may also be important to note that some items may appear immediately available for delivery in some regions, but can be delayed in others.  In this case, the item will continue to be advertised.  Unfortunately, we do not have the capacity to ship individual units to specific areas of the country, and for this reason we were unable to fulfill Mrs. [redacted] order any earlier than the delivery date of January 14, 2017, which she has already been given.    As further clarification, we would like to note our disclaimer, which specifically addresses inventory errors:   Sears attempts to ensure that the Content on this Website is complete and current. As indicated in the DISCLAIMERS set forth below, Sears does not guarantee that the information contained on this Website will not contain errors, inaccuracies or omissions. Such errors, inaccuracies or omissions may relate to price or to product description or availability. Sears reserves the right to correct any error, inaccuracy or omission or to change or update the Content without prior notice to you. Further, Sears reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission, whether or not the order has been submitted, confirmed and/or your credit card has been charged. If your credit card has been charged for the purchase and your order is canceled, Sears shall promptly issue a credit to your credit card.   As illustrated above, we cannot guarantee that our website will be free of errors or inaccuracies at all times, and we reserve the right to cancel any orders.  After a review of all of the transactions for the refrigerator Mrs. [redacted] purchased, the manufacturer determined that they could provide the agreed upon quantities on a delayed schedule.  Our delivery team has documented Mrs. [redacted] concerns and plans to follow up with her after her refrigerator is delivered on the aforementioned date.  Of course, she does have the right to cancel her order at any time.  At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced due to this issue.  Since we have noted Mrs. [redacted] comments, we respectfully ask to have this matter closed pending the completion of her delivery appointment.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
George [redacted]
Business contacted me offering to send ANOTHER technician to my home to complete work originally scheduled which I refused.  First of all, I was pre-charged for deck leveling service which was never performed.  Secondly, Sears website specifically states that blade sharpening is a provided service (which Sears no longer performs).  Isn't this false advertising?  Should not some penalty be invoked??  Why should I trust Sears to perform the prepaid work this time (third time if I agree to another visit)?  Does Sears contribute to the Clinton Foundation so that they are not liable for fraud?  How can the Revdex.com allow this type of fraud to continue without some penalty?  Where is consumer protection when we need it?  I truly hope to receive answers to my questions!

February 12, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #11080225 – Michael [redacted]   Dear Ms. [redacted]:   We have been unable to complete the investigation of Mr. [redacted]’s complaint regarding non-receipt of a partial credit for a lawn mower deck he ordered from Sears Parts Direct. Penny Kennedy, Member Support Manager for Sears Parts Direct, has attempted to contact Mr. [redacted] by telephone, but has not been able to speak with him.  On February 11, 2016, she left a message with her contact information and asked that Mr. [redacted] call to discuss his issue further; however, he has not yet responded.  Until we have an opportunity to discuss this matter with Mr. [redacted], we are unable to work toward a resolution.  If Mr. [redacted] still needs assistance with this issue, he may contact Penny Kennedy at (800) 795-5045 within 30 business days from the date of this letter.  We ask to have this matter closed in the interim, pending Mr. [redacted]’s response. We apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741

(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. Steven [redacted] from Sears responded to our complaint very professionally and courteously. He completely handled the problem. He provided us with a letter to complete the exchange and then took the trouble to call us...

after a day or so to make sure the exchange had been satisfactory. I thank Sears for handling this complaint and especially Mr. [redacted].

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

pricing of an item she wished to order. As clarification, while we strive to provide our Sears.com
customers with accurate information, including pricing, availability, and
product description on all products available on Sears.com, whether directly
through our listings or those of our third-party Marketplace vendors, with any
online site there might be times that an error could occur. Should we uncover a
pricing error, and an order was actually placed for the incorrect amount, we attempt
to email the customer as soon as possible, and then we cancel and refund the
order.  For store pick-up items, we notify
the store of pick up that these prices were errors and will not be honored, so
they can cancel the sale at their store.  If the item was never ordered, then all
requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as
possible since it does us no favors to have customers placing orders that will
just have to be canceled; it only disappoints them and causes extra work with
no sale at the end for us. There is absolutely no benefit to us to have these
errors occur, which is why we try to minimize the chance as much as possible
and why we have software that helps us identify when one occurs. In some
instances where it appears the error has not been corrected in a timely manner,
it is because the consumer may be viewing an older, “cached” version saved in
the computer’s database. This is designated by the settings in the internet
browser being used. If the price has since been corrected though, it will show
in the cart once added as this is a new page that would not have previously
been cached. In [redacted] case, there was a price threshold attached
to this promotion; the treadmill had to be selling $799.00 or more to qualify,
but for some reason, the system allowed her to place it in her cart and showed
free delivery, but when she went to checkout, the delivery fee populated as it should.
Even if the order had gone through, we would have been within our rights to
cancel the order per our terms and conditions. If [redacted] would like to view
the most up-to-date full version of our terms and conditions, she can access
the page with this link: http://www.sears.com[redacted]
We have also included below a small excerpt specifically regarding pricing
errors:“Pricing errors may occur on the Sears Site from time to
time, on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded.”With that said, we have offered to provide [redacted] with a
credit equal to the cost of delivery if she wishes to place her order. We will
also credit half of the cost for assembly if she wishes for that service to be
provided since it is a separate fee as an additional courtesy. [redacted] has
my email address and she has been informed as to how to proceed if she wishes to
accept the offer. As this decision is commensurate to the circumstances, we
have closed our file.We apologize to [redacted] appreciate the opportunity to
address this matter.  Please feel free to
contact me if you have any further questions or concerns.Sincerely,[redacted]

Like many dis-satisfied customers, I have to go to extremes to get proper service from Sears. Please see my complaint below. In the Community Forum for Sears “Wendy” has repsonded. Please note that she states the waiving of shipping is a courtesy and not a policy and they will not be able to assist me. It seems that Sears is not into satisfying their customers when they have been sold two defective mattresses in less than two years.
I have had the worst possible service with Sears. I purchased a mattress less than 2 years ago, it was a [redacted] mattress for $2,500 original price tag of $5,000. After a couple of weeks one side of my bed was severely sinking. I can roll from one side to the other and fall into a hole. My weight is not the issue as I am only 106lbs. When I filed my first claim with Sears it was a terrible experience. The amount of photos you have to send is inconvenient as opposed to a tech coming out to see the defective mattress like in other companies. I opted to do an even exchange as I loved the mattress and was told it was a defect for just that mattress. Once I selected to do an exchange, customer service tried to charge me $69.95 for delivery. Of course I called and complained as I felt that it was not my fault I had a defective mattress and I would not be paying a delivery fee as this was already all a huge stressful experience. Within moments the rep. Waived the delivery fee as she said it was "optional". This was a concern to me as this tells me Sears tries to take advantage of their customers to see who is willing to pay this fee and who is not. After setting up delivery they cancelled on me 3 times all within 30 minutes of the scheduled delivery. I had to continue rescheduling and taking personal days from work. As an apology Sears provided a $50 gift card, I was originally offered $10. Today I had called for my second approved claim. My mattress had the same defect and I now have to choose a different mattress since my original mattress is now discontinued due to defects. What a surprise? With that being said the new mattress I selected is a bit less and I already have to take a hit in the price difference when I now would have overpaid for the new mattress I want to exchange for. I have again contacted the mattress claim customer service and asked for the delivery fee to be waived again. They told me this is impossible to do as it is not covered by the warranty. I explained to them that I understood the warranty but I also know Sears as a company can waive the mattress fee because it has been done before. I spoke with Laura, Courtney and Ericka who have all been dishonest with me and unhelpful. Laura had a terrible attitude, Courtney hung up on me when I asked to speak to her "manager" who she had been speaking back and forth with and Ericka told me that they were all Executive Management in the mattress department and that there was no one else that would help me. Again I am disgusted in the service I have received and I will not stop contacting everyone in every form possible for it to be heard. I have already told all of my colleagues and friends about this experience and Sears will continue to have a growing poor reputation. I am hoping this forum would be of help.
Wendy (Community) Description: https://community.sears.com/s.gif
Hi [redacted]! Welcome to the MySears Community!
We appreciate you taking the time in sharing your experiences with us on your mattress issues.
I am truly sorry for the issues you had encountered and in having our Member Service team review, they are unable to assist in waiving the delivery fee for it is a courtesy and not our policy.
Again, I do apologize that we were unable to assist in resolving these concerns for you today.
Thank you!

August 9, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Lisa J. [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’ complaint regarding her recent online order experience and request for a refund.   As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.   It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.   With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by [redacted] located at 143-11 Ferndale Ave. Briarwood NY 11435, email: [email protected] and telephone number ([redacted]) [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’ records, we have included our disclaimer below:   Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.   Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.   After reviewing the notes in the order, we show that Sears attempted to contact the seller on Ms. [redacted] behalf. It is our understanding that the seller has since been suspended. Therefore, a refund request was submitted to be removed from the sellers account. Accordingly, a refund of $162.39 was issued on July 28, 2016. For Ms. [redacted] records the return sales receipt number is [redacted]. In closure, since a full refund has been provided to Ms. [redacted], 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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 29, 2015   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]   [redacted]   We have completed our investigation of [redacted]’s complaint regarding the ability to return a part to his local store.   [redacted] was contacted by the store general manager, [redacted] and the incorrect part was refunded to [redacted]. We apologize for any inconveniences [redacted] may have experienced but can assure him that the issues he reports have at the store have been sent to management to prevent any future problems. Since it is our understanding that the resolution provided was acceptable to [redacted] we have closed our case.   We apologize to [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]

Initial Business Response /* (1000, 13, 2015/08/26) */
Contact Name and Title: [redacted]
August 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [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 refrigerator. Our records show that Mr. [redacted] purchased the Master Protection Agreement (MPA) on March 24, 2014. Within the last year, Mr. [redacted] has had two qualifying service calls completed under service orders[redacted] (completed August 11, 2015) and [redacted] (completed August 18, 2015), which means that functional parts were replaced. 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(s) is covered by this Agreement. Product failure will be determined by us. Product 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 recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure..." As we stated previously, Mr. [redacted] refrigerator has only had two qualifying repairs to date. Since we have explained why a replacement is currently not an option for Mr. [redacted], and documented his concerns with the repair process, we ask that this matter be closed.
We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

Revdex.com:
Please note that many other users are reporting the same issue online. This "bug" was not isolated to my purchase, and appears to still be affecting users (yes, even those who do NOT have a Sears card in their profile) as of this message. I write this response not just to notify you of the issue, but to provide a paper trail during the discovery process for the inevitable class action lawsuit you will endure due to your lack of action in resolving the bug site-wide. To the lawyers prosecuting this case, you're welcome.
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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 Mr. [redacted]s complaint regarding...

the problem he encountered when he attempted to return his 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. The copy of the receipt that Mr. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. Mr. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. As Mr. [redacted] was informed by the store manager, the policy is posted throughout the store. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. 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 watch on May 11, 2016, and then tried to return it on June 20, 2016, he was clearly over the 30-day “hassle-free” return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. If we made an exception for Mr. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted]s request.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

[redacted] MALL, WINSTON-SALEM, NC) I was planning on purchasing a dress that I found on the clearance rack, but when I got to the counter it was ringing up full price. Any other time I would have thought a customer just placed it there when shopping, however it was MORE THAN ONE of the same dress there! I got the manger (Janice) along with an employee (Stephanie) to walk with me to show them that there was others. When I showed them, they both became very defensive and ganged up on me to say that customers put things in the wrong place all the time... yes they do BUT how can you possible have MORE THAN one of the SAME dress in the same "wrong location". Well after they became rude I wanted to speak with Janice's manager, Claire. When Claire came down she already seemed rude and irritated, she told me if it was 20 dresses on the sale's rack then she could have done something about it, but 3 or 4 are just "misplaced". I will NEVER shop at this Sears again!!! Rude employees.. Terrible service... Dishonest!!!

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

align="left">  Re: Andrene [redacted] #[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding repairs to her washer. Sears Home Services records indicate that repairs to Ms. [redacted]’s washer have been completed by one of our over flow contractors. The contractor informed our office that was Ms. [redacted] is using detergent that is causing the issues with her washer. When the technician was at the home he called the Sears Technical Assistance Center (STAC) and the issues with the washer were discussed. The STAC technician advised Ms. [redacted] to clean her washer. The steps were to run the wash cycle 3 full times with no detergent and use water and bleach. Ms. [redacted] was also advised to change her detergent because she was not using HE (High Efficiency) soap as directed in the Use and Care Guide provided to her when she took ownership of her washer. It is imperative to use HE soap in a high efficiency washer. Within her complaint Ms. [redacted] asks to have her washer replaced. We feel it is important to refer Ms. [redacted] to the terms and conditions of the Master Protection Agreement (MPA) covering the washer which state that a covered item is eligible for replacement once there have been 4 service calls where functional parts have been replaced. Since the washer does not meet the aforementioned criteria for replacement, we will not be replacing the washer. Since we noted our response to Ms. [redacted]’s 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
ALSO:  Since you all will not do anything else to the countertops then we will have to say this matter is taken care of.  Not to our standards and I am sure if it were your home you would feel the same.  Only until it happens to you all, then you will understand.  You at the Revdex.com are suppose to help the consumer that has been wronged and instead you help the big business and it will never change.  I am saddened to hear this and we will have to pay for something we do not like an will have to be replaced with another company.  I will not say anything good about Sears Home Improvement if asked.  They should stick to appliances and nothing else.  We would like to have our incentive given to us so we can purchase our appliances.  SYWR(points expire 90 days) Amount is $3,961.46.  Thank you for your quick response in this matter.

I am writing this because I assist my mom and write her payments for her bills.The last time I spoke to a customer service agent I asked them "why didn't I get a call"? She said "you were called" ok, "was a message left"? silly me thinking if you don't get a answer of course you leave a message. Well "no a message wasn't left". So my mom's account went up to double due to lack of communication. I am from the sixties, when you got a called and a letter if there is any problem concerning your account Well, when this company can't or won't do this why call it a service? I really don't expect anything from these companies because when I paid the bill it sound as if I just won the lottery "CONGRATULATIONS" was the word they used! Check on your elderly parents or friends because of the 25+ percent interest and the $35.00 return payment and then wait till its another payment due and guess what its double the payment! Please care about what is going on with these things when the elderly is involved because this company doesn't! They will "NEVER" have enough money and they will "NEVER" give good service so "CONGRATULATIONS" keep a eye on them!

Initial Business Response /* (1000, 5, 2015/06/23) */

June 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] #XXXXXXXX
Dear Ms. [redacted]

We have completed the investigation of Ms. [redacted]'s complaint...

regarding damage allegedly occurring at Sears Auto Center.
Sears has referred Ms. [redacted] damage claim to our third-party claims administrator [redacted] for further review. Once [redacted] opened the claim, LXXXXXXXXXX-XXXX, it was assigned to Claims Examiner [redacted] for handling. Ms. [redacted] can be reached at (XXX) XXX-XXXX during normal business hours or via email at [redacted]@sedgwickcms.com. For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon Sedgwick's actions. Their decision is immutable. Since we have provided Ms. [redacted] with the information needed to follow up on her claim, we respectfully request 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
XXX-XXX-XXXX ext #XXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel 2 believe that my claim was just sweep under the rug because I was unfamiliar about the process of filing a claim and they took advantage of that by not explaining the process in full 2 me.
Final Business Response /* (4000, 9, 2015/07/01) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL XXXXX
Re: [redacted] #XXXXXXXX
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]'s rebuttal regarding damage allegedly occurring at Sears Auto Center.
As we stated in our initial correspondence, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] actions. Their decision is immutable. That said, we have forwarded Ms. [redacted]'s comments to [redacted] for review. Since the issue will be addressed by [redacted] our file remains 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]@searshc.com