Sears Holdings Corporation

Initial Business Response /* (1000, 6, 2015/09/28) */
Contact Name and Title:[redacted]
Contact Phone: XXX-XXX-XXXX
September 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted] - [redacted]

Dear Ms....

[redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his inability to receive a replacement snow thrower and his subsequent request for a refund instead.
While we can understand Mr. [redacted]'s frustration with the events in question, a refund was not an option available to him. However, a replacement certainly was. Upon investigation, our Carry-In Repair Group found that the original replacement authorization was never entered into our system so that the authorization could be used at any Sears store for a replacement. When they received Mr. [redacted]'s complaint they rectified this so that there is now an official record and he can go in at any time to select his replacement. When they reached out to Mr. [redacted] there was some initial resistance to this resolution, as he really wanted a refund. When he understood that this was not an option, he agreed to the replacement authorization in the amount of $780.00. Since this is ready to be used at Mr. [redacted]'s convenience, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: [redacted]@searshc.com

February 19, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Eric D. [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our customer service and non-receipt of his kmart.com order.   It is unfortunate that we failed Mr. [redacted]’s expectations when he recently placed an order with Kmart. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, we have confirmed that a refund of $117.69 was issued to his [redacted] ending in [redacted] on 1/23/16.  With that having been said, it appears that the item Mr. [redacted] ordered was scheduled to be delivered from Kmart to the Regency Square Mall Sears Store in Jacksonville, Florida.  The tracking information he viewed documented only that Kmart delivered his item to the shipper.  As such, we have emailed Mr. [redacted]’s local store to ask a manager to follow up with him directly.  At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced.  We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed since we have noted Mr. [redacted]’s comments and an equitable resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Vishal [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have not completed our investigation of Mr. [redacted]’s issues with his service experience.   Our service unit reached out to Mr. [redacted] to set service with a senior service technician. We have been unable to speak to Mr. [redacted], his voice mail states he is out of the country and the only way to reach his is via text or email Mr. [redacted]’s voice message does not say when he will be back in the country. Unfortunately our service unit is unable to text our customers. We have emailed Mr. [redacted] to contact us once he has returned to the country and we will be happy to assist him with the repairs. In the mean time we have closed this case pending Mr. [redacted]’s response.   We apologize to Mr. [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,   Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com

April 28, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted] [redacted]   [redacted]
We have completed the investigation of [redacted] complaint regarding his recent online order experience and Surprise Shop Your Way Reward points that he lost.   It is unfortunate that we failed [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the orders we found that he was not charged to the form of payment he used. However, the Shop Your Way Rewards were deducted. To resolve this matter we have added $11.00 in Shop Your Way Reward points back to his account. Additionally, we hope that in the future Upadhya will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon.  In the interim, we have noted [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

October 20, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Scott H [redacted] Dear Ms. [redacted]:
We have completed the investigation of Mr....

[redacted] complaint regarding the problem he encountered when he attempted to return his air mattress after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Kmart 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 air mattress on August 7, 2016, and then attempted to return it on October 12, 2016, he was clearly over the 30-day “hassle-free” return/exchange period.
However, Mr. [redacted] mentioned in his complaint that the air mattress is defective and he was unable to exchange it within the 30 day period since the nearest Kmart was 150 miles from his camping destination. We can understand how frustrating Mr. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. We contacted Mr. [redacted] and as a good-will gesture, we offered to add $40 worth of Shop Your Way Reward points to his account. Mr. [redacted] accepted the offer and we advised him that the points will expire in one year. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

Tell us why here...July 27, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave Suite 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case No.: [redacted] Via: [redacted] Dear...

Ms. [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
We have been unable to resolve Mrs. [redacted] complaint and have turned it over to our claims management firm, [redacted] They will work with the customer to resolve the matter.
If you have any questions, please contact me directly at [redacted] or via email at [redacted] Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist

Sears should be ashamed of themselves! It's been over 3 months since my Dad ordered trim for his house and they still have not installed or even shown up to look. They have made appointments to come out so my Dad has cancelled plans to make sure he is there and they never show up! They don't respond to phone calls and if they so it's to make more promises they don't keep. They had no problem taking his money though! The old Sears is gone and in it's place is another money hungry company that's out to screw people. If you are looking at making a purchase through Sears, please do your homework. I have read nothing but negative comments on their customer service. My Dad has worked hard all of his life. He just lost the love of his life, my Mom, after 56 years of marriage, to cancer. He has always been a fair and honest man and treated everyone with respect. This company has taken his money and are stringing him along. I don't know if they are hoping he will give up and just forget about it or what but I am here to tell you his kids aren't going to stand by and let you screw him. I am going to make sure that everyone I can get in contact with knows what they are about. If I have to contact newspapers, television stations, etc. I will start with the internet and then the Revdex.com and go from there. It's not over and he's not going to cancel any more plans to wait for nothing!

August 12, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a full refund for his canceled sears.com order.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, our records show that refunds of $32.09, $16.04, $10.69, and $363.79 were issued to Mr. [redacted] account on July 28th, 2016.  An additional refund of $1,026.93 was issued to his [redacted] account on August 1, 2016, and appears to have been issued a second time by mail check.  As such, Mr. [redacted] has been refunded in full for his sears.com order.  However, it may be important to note that any check that we may have issued erroneously would be considered an over-credit and subject to stop payment action upon the completion of our investigation.   At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced.  We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and his [redacted] account has been credited the full amount of his order.   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]

Trying to get a refrigerator delivered and can not get anybody to help. Every time we call customer service we either get hung up on or transferred to another person that has no clue what to do. Worst customer service I have ever dealt with.Somebody needs to do something about this. Will never buy from Sear ever again.

May 19, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding the multiple repairs on her washer. 
Upon receiving [redacted] complaint, we have reviewed her service history and can understand why she was frustrated with her experience.  We would like to note that Ms. [redacted] previously filed a Revdex.com complaint under complaint# [redacted] where she posed a similar concern with multiple repairs.  We told her at that time, and would like to reiterate again, the she has not yet had 4 functional failures which would qualify her for a replacement under its Master Protection Agreement (MPA).  Ms. [redacted] has had a MPA check on 7/25/15 which does not constitute as a functional failure.  She had repair on 8/01/15 where no parts were replaced and the technician instructed Ms. [redacted] on how to properly clean the dispenser regularly.  This visit would not constitute as a functional failure.  Repair completed on 12/02/15 is considered as a functional failure as the wire harness was bad.  Repair has not been scheduled for 1/19/16 where several parts are to be replaced and this is also considered a functional failure.  We apologize that her washer has failed again and is currently awaiting parts for replacement.  After this repair, that will total 3 functional failures under her MPA While we understand that she is dissatisfied with her washer, the fact remains that she does not qualify for a replacement under the MPA and will need to continue with repair under the terms of her MPA.  Because we have addressed [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]
Regulatory Complaints Specialist
[redacted]
[redacted]

February 11, 2016   [redacted]
12pt;">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 a recent dryer repair.   First, we would like to apologize to the Mrs[redacted] for failing her expectations in regard to the repair of her dryer. Upon researching Mrs. [redacted] concerns, we found that our escalated customer service group, Social Media, assisted her husband, [redacted] with the same issue.  [redacted] with Social Media processed a refund check for $89.04 on February 9, 2016, after she confirmed that the first check issued on January 21, 2016, was never received.  Additionally, she confirmed that Mr. [redacted] SYWR account [redacted] was credited 44,000 points on January 9, 2016.  Since a refund check is in route to the [redacted], and the offer of 44,000 points has been fulfilled, we ask that this matter be closed.   Again, we apologize to Mr. and Mrs[redacted] and we appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist

January 26, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  [redacted] [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his inability to receive a television he purchased from one of our market place seller, [redacted] Computer Inc, on sears.com.   As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program.  The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination.  Much like a well-known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up.  With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders.   We would note that our online businesses, unlike most brick and mortar establishments, are available to our customers 24 hours a day, 7 days a week, 365 days a year.  Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time.  We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing.    We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description.  In case Mr. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:   ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.”   The fact remains that the television in question is not available from that seller and neither they or we are obligated to provide a comparable or better TV for a lesser price according to the Terms of Use for our site. He has been made whole with the issuance of his refund on January 3, 2017. Accordingly, we have closed our file.   We apologize to Mr. Jimenez and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]

Complaint: [redacted]
I am rejecting this response because: (1) I made the appointment for the April 27, 2015 visit because the door wasn't opening properly and when I made the appointment to have it inspected I was told that the best way was to have a "tune up" which I did. Adjustments were made to the opener.(2) Since the door continued to malfunction I made the appointment For Oct 7 where further adjustments were made to the sensors. (Note the sales tax charge for $15). After the opener still continued to malfunction I made the Jan 6, 2016 appointment and a fraying cable was replaced. After the technician quoted a price of $250 (including $65 for the cable) because of the extensive work and time involved and I questioned the total he reduced the charge to $215.00 to have a "happy customer". Later I checked on line and Sears retails cables from $10-$40 for a pair of cables. 
Not one person suggested that the problem was caused by an "aging" garage door. If they had I would have considered replacing it.
After dealing with Sears for over 60 years and the thousands of dollars I've spent for their products and services I'm terribly disappointed in the amount of time I've had to spend to get what I've paid for.
 
[redacted]
 
Sincerely,
[redacted]

October 29, 2015
Revdex.com
[redacted]
330 North Wabash Ave., Ste 2006
Chicago, IL 60611
[redacted]
[redacted]
Via: Revdex.com Website
[redacted]
Thank you for contacting...

Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
After reviewing [redacted]'s file and documents, it has been determined that SHIP is not responsible for the alleged damages to his home, nor were they caused from the HVAC installation. The HVAC installation took place in 2011 and it passed the final inspection with the City. [redacted] mentioned there was no drain line installed which is not correct. The permit would not have finalized with no drain line. When the service technician visited [redacted]'s home in October 2014 he observed the drain line had been removed. The City code violation notice [redacted] provided is not related to SHIP's installation, it is for home maintenance issues. The City of Wichita permit website shows [redacted] has had other renovations done at his home over the years since the installation was done. This may have been when the damage occurred and the line was removed. If the HVAC installation was the cause of the damage this damage would have begun occurring immediately as the ac and the heater would have both had condensation occur. These units put out gallons of water a day. This is not something that would have been unnoticeable. . At no time did [redacted] call in with concerns of damage related to the HVAC installation. [redacted] has already made the repairs and there is no way for us to complete an inspection of our own.
If [redacted] can provide a detailed report or proof that the damages incurred are related to the HVAC installation we will be happy to further review the file for a resolution.
At this time, I am closing my file. On behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted]

Sincerely,
[redacted]
[redacted]
[redacted]

I purchased a electric dryer from sears 12/16. I specified that I needed a right side venting(only.) By calling customer service when I ordered. When the dryer was delivered it had back venting. The delivery person said and I quote, "I will call and see if they will let you use this dryer till yours is delivered." BIG MISTAKE! I used the dryer for about a week and found that it took sometimes over 2 hours to dry, 2 big towels, about 5 hand towels, and some wash cloths. This is not acceptable to me! My right sided dryer, same model, was to be delivered around January 7th. But I called and cancelled and explained that I needed the money refunded so I could purchase a different dryer. Sears was paid by debit card, in full purchase price. Customer service did not mention anything about picking up the wrong dryer. They were more than welcomed to pick up the dryer but never mentioned it. They did say that it would take 7 to 10 days to get a refund. Fine! I waited over 2 weeks before I called the local [redacted] WA store and talked to Amanda, store manager. She inquired for me. And said that they would call within 24 to 48 hours to let me know how I would receive my refund. No attempt was made to contact me! I finally called Amanda again and said that I was not contacted as promised. She e-mailed them again, and told me that they would get back to me to let me know how I would get my refund. Tonight, 1/30/17, I received a call that they want to pick up the dryer tomorrow, 1/31/17. That's fine. But when I inquired about my refund I was told by customer service that it would be another 7 to 10 days for it. I said NO! I have waited long enough I want my refund now or there is no pick up of the wrong dryer! And yes I was hot under the collar because I have waited long enough! I need the money to purchase another dryer. This time Sears loses because I will be purchasing my NEW DRYER somewhere else! Would never recommend buying appliances from Sears ever again!

January 28, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled kmart.com order.   It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. 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.  Upon receipt of this complaint, we revealed that our store issued a refund of $95.92 to Ms. [redacted] account on December 4, 2015.  However, because Ms. [redacted] stated that she had not yet received it, we reissued the refund in the form of a bank check on January 28, 2016, and sent an email to inform her that it should arrive at the address she provided with her order within 10 business days.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted]

My experience with Sears Customer Service Department has been consistently horrible. I have been a loyal customer for many years and sadly throughout those years and several [redacted] appliances I have experienced the worst customer service. Most recently with the repair of my range and then the eventual purchase and delivery of a new range. I have a 40 inch range. The oven stopped working on 5 separate occasions the repair person did not show as scheduled. On every occasion I called Sears to report that the repair person did not show. On three of the five occasions the repair person called after my husband and I stayed home to wait on them and said that they were behind and would not be able to come and asked could they reschedule. When we protested that we have jobs that we took the day off from and would not be able to reschedule they basically responded that we had no other recourse. Sadly, I had to call another repair company that did show up as scheduled. The repair company said that the part we would need was no longer in production so we would need a new stove. I stupidly purchased the same stove from Sears and it was to be delivered today 11/16/2015. I woke this morning and called Sears because they did not call to confirm delivery. When I reached customer service the representative said that the stove was being delivered tomorrow. I explained that the delivery was to be today. She repeated several times that it was tomorrow. I asked why was the date changed without notification, she again repeated that it was tomorrow. I asked for her manager who after telling me several times it was tomorrow eventually explained that the stove was delivered late to distribution. I explained that I could not take off tomorrow. Again no satisfactory response I asked for her manager, again tomorrow. I asked why wasn't I notified that the stove was not being delivered today, again no response. Sears has numerous complaints all over the web for poor customer service. It is disheartening that they do not seem to care about their service to customers after the sale.

October 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...

regarding her washer and dryer.
We have reviewed Ms. [redacted]'s service history and found that there has been one service appointment for both the washer and dryer in the last ten months, on August 21, 2015. We show that we had serviced the dryer in November of 2014 for a complaint that the dryer was not drying. No service has been done on this washer for any issues prior to the August service. There are no known manufacture issues with this washer and dryer models. It has been our experience when a customer starts experiencing damage to their clothes from a washer, especially after several months of use without this issue that the customer is not loading the washer properly per the owner's manual.
Due to federal guidelines on energy and water usage for appliances it is more important than ever that a customer read their owner's manual completely. A washer purchased in 1982 will have different usage guides than a washer purchased in 2014. And it is true that where you could stuff a 1982 washer with a large amount of clothes a 2014 washer will damage clothes and or not wash them well if it is overloaded. Page 16 of her owner's manual lists a number of possible causes and the solutions if a customer is experiencing damage to their clothes.
We feel that if there was a manufacture issue causing damage to the clothing this would have shown up with in the first few months of usage. Our service technician did service the washer and dryer on the August 21, 2015 service appointment and confirmed that there were no manufacture issues with either item. Our service technician found that there was an issue with her breaker tripping at times when the dryer was in use and indicated there was an issue with the breaker itself.
We understand that Ms. [redacted] was not satisfied with the results of this service it is the service unit's determination that there is nothing wrong with the washer or dryer and based on this information we will not be exchanging Ms. [redacted]'s washer or dryer. That being said 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] direct
[redacted]@searshc.com

October 10, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted]
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] - Rebecca [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with our customer service and failure to provide a treadmill she purchased from Sears.   It is unfortunate that we failed Ms. [redacted]’s expectations when she recently purchased a treadmill from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  As a result of this action, we revealed that our store informed Ms. [redacted] that the treadmill she ordered from sears.com was not available for pick-up on September 10th, cancelled her online order, and re-ordered the item for delivery to her home.  However, through the availability of the item it was determined that delivery could not be completed for several weeks.  Ms. [redacted] first indicated that she accepted the delivery date, but later called our store to cancel the order because she no longer agreed with the wait time.  Her purchase was canceled and refunded on September 17, 2016.  If Ms. [redacted] has any further concerns or questions about this issue, she may contact Jesse [redacted] Manager of Sears Store number 2239, at ([redacted] within ten business days from the date of this letter.  At this time, we can only reiterate that we regret any inconvenience Ms. [redacted] may have experienced.  We hope that in the future she will allow us another opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed, since we have noted Ms. [redacted]’s comments and a full refund has been provided for the order in question.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki [redacted] Regulatory Complaint Specialist [redacted] Ext. 87741

Complaint: [redacted]
I am rejecting this response because:
Sears just said nothing to me. Am I not supposed to received the refund?
It's very basic that Sears refund me, but what about all of the pain and problems Sears caused to me?
Sincerely,
[redacted]