Sears Holdings Corporation

Revdex.com: Complaint #[redacted]
Dear [redacted]
I am writing to thank you for mediating my complaint with the business, and for the timely and professional correspondence. As an individual consumer, I am very appreciative of advocacy organizations, like the Revdex.com, which provide assistance with matters of business oversight, fairness, and accountability. After reading the detailed response from the business representative, [redacted]t, I am now aware of the disclaimer and accepted terms of use. I appreciate this being brought to my attention, though such disclaimers are often difficult for the consumer to decipher. I do appreciate the gesture of the courtesy offer, and thank the representative accordingly.
I would like to briefly respond to the claims addressed in the business letter, as I found this to have a disconnect from the consumer perspective. As stipulated in the letter, the company disclaimer is justified as the means to protect monetary interests; concerns of potential loses are cited, due to a possible mistake in an advertisement posted online. But, this citing does not address the issue of my complaint: it was solely based on a falsely advertised product description, and not on price. This kind of mistake, protected by a disclaimer, could absolve a business from all malfeasance, such as defective merchandise that could result in accidents or injury. In addition, this falsely advertised product that was posted on Kmart.com has an existing customer review that addresses my claim: the bicycle frame is constructed of steel, and not aluminum. This review has a post date of Dec 2015, and I would hope that this business would make it a common practice to read customer reviews/concerns and have quality assurance over their advertising. In addition, when I originally contacted the supervisor division at Kmart.com, I was told that the advertised mistake was with the manufacturer. For several days afterwards, I replied to the Kmart supervisor with the manufacturers response: it was Kmart's mistake in describing the item. I never received a response back, and decided at that point to contact the Revdex.com for assistance. The decision to change the description of the bike resulted from my own investigation, and this could have been resolved without further intervention from the Revdex.com.
In the overall scope, my complaint serves as an example of how much work and determination it takes to resolve a minor dispute with business practice. I understand that mistakes can happen, and I appreciate that the courtesy offer was voluntary. But, while the company disclosure may be a valid claim in terms of business interests and profit, I believe it is inconsiderate in terms of fairness, as well as treating customers as valuable as merchandise. I would hope that a business, such as this one, would adhere to these principles in the growing disconnect with consumers like myself.
Sincerely
[redacted]

January 2, 2017   [redacted]
12pt;">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 Sears Auto Center.   First, we would like to apologize to Mr. [redacted] for failing his expectations when he recently visited his local Sears Auto Center.  Upon receiving Mr. [redacted] concerns, we contacted Auto Center Manager [redacted] for assistance.  Mr. [redacted] responded that Mr. [redacted] purchased his tires on May 10, 2015, along with the Road Hazard warranty.  Mr. [redacted] returned to the auto center on December 12, 2016, for a free repair to one of his tires.  He subsequently returned on December 21, 2016, because the tire was still leaking. The technician that looked at his tire the second time noticed that the patch was still leaking and deemed the tire not repairable. The customer service associate relayed this information to Mr. [redacted] along with the cost of a new tire using his Road Hazard warranty. Mr. [redacted] was not satisfied with that solution, so he agreed to meet with Mr. [redacted] the following day to discuss the matter.  On December 22, 2016, Mr. [redacted] brought the tire back in but refused to let Mr. [redacted] check the tire.    He was informed that Mr. [redacted] would need to inspect the tire and the patch before any resolution could be reached.   Mr. [redacted] refused and left the auto center with his rim and tire.   Mr. [redacted] returned to the auto center on December 30, 2016, with the tire again and allowed Mr. [redacted] to inspect it.  Mr. [redacted] confirmed that the patch was still leaking and that the tire was not repairable.  In accordance with the Road Hazard warranty, Mr. [redacted] was offered a pro-rated amount towards the purchase of a new tire; based upon the remaining life of the tire, Mr. [redacted] would be provided $47.40. Additionally, he was offered a free mounting and balancing; the remaining Road Hazard warranty would transfer to the new tire.  Mr. [redacted] then stated that he would want to purchase four new tires instead of just one, so Mr. [redacted] extended the offer of free mounting and balancing on the other three tires for customer satisfaction. Mr. [redacted] did not accept either offer and left with his old tire.  If Mr. [redacted] would like to accept either offer, he can reach Mr. [redacted] at ([redacted].  In the interim, since a fair offer has been provided, in accordance with the terms of Mr. [redacted] Road Hazard warranty, we ask that this matter be closed.     Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

March 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]: We have completed the investigation of [redacted] complaint regarding his...

dissatisfaction with delay in the repair of his refrigerator. Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Unfortunately, we do have times where the repair that was completed does not resolve the issue and this is usually not discovered until the customer has a chance to let the item run for a while. Regrettably, that is the case with [redacted] refrigerator as it can take up to 24 hours to cool. On February 5, 2016 our technician ordered an Evaporator/Heater Assembly and installed the part on February 13, 2016. [redacted] called us on February 15, 2016 and reported that the freezer section of the refrigerator was not working. On February 22, 2016 our technician ran an extensive leak test through the sealed system. The refrigerator/freezer continued to have problems and on March 9, 2016 our technician discovered that there was an issue with the capillary tube in the Evaporator/Heater Assembly that was previously installed. The component is extremely fragile and could have been compromised during handling or shipment. A new Evaporator/Heater Assembly was installed and our technician followed up with [redacted] on March 10, 2016 to confirm that the unit is working. Our technician confirmed that he had been in constant contact with [redacted] throughout the repair. Our technician also reported that [redacted] had mentioned that he had not been using this unit for quite some time due to the cooling issues and has been using another refrigerator to store his food. On March 15, 2016 [redacted] Customer Advocate for Unit [redacted] contacted [redacted] and offered him a $50 gift card for his inconvenience due to the delay in the repair. [redacted] did not accept the offer and requested up to $300 in food loss and a full refund on the labor and parts. We feel our offer is more than reasonable considering that the refrigerator has been repaired, and the fact that [redacted] already accepted a $130 in gift cards instead of food loss reimbursement. According to our records, [redacted] called in on February 15, 2016 and requested food loss reimbursement. He was informed that he did not qualify for food loss and he accepted a $30 gift card instead which was issued on February 15, 2016. [redacted] then called our Customer Solutions team on February 22, 2016 and requested food loss reimbursement. He was reminded that he did not qualify for food loss without warranty coverage; however, for customer satisfaction was offered an additional $100 gift card instead of food loss reimbursement and he accepted the offer. We researched and discovered that due to an error, the gift card was not processed and we issued the gift card on March 16, 2016. [redacted] should receive the gift card within 2 business days. With that being said, since we have addressed the concerns, brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

November 3, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]We have completed our investigation of [redacted] complaint regarding her service experience....

On receipt of [redacted] complaint we found that the repairs of her washer had been completed and she confirmed that the washer was working well. Sears offered to reimburse her for the rental washer in the amount of $80.00 either by check with a copy of her rental receipt or by gift card without the receipt. [redacted] chose to have the reimbursement in the gift card format and this was processed. As we have repaired [redacted] washer and reimbursed her the rental cost 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 SpecialistSears Holdings Corporation[redacted]

Contact Name and Title: [redacted]
October 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] - # [redacted]
Dear Ms. [redacted]
We have been unable...

to complete the investigation of Ms. [redacted]' complaint. Although Ms. [redacted] provided her name and address in the complaint, we could not locate the service information for the refrigerator in question. In order to investigate this matter thoroughly, we ask that Ms. [redacted] provide the repair address and telephone number used to schedule the repair, so we can locate her service call in our system. We would appreciate it if Ms. [redacted] would respond to this correspondence with the requested information. In the interim, we ask to have this matter closed, pending a response from Ms. [redacted].
We apologize to Ms. [redacted] for this issue and would appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

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

align="left">    [redacted] [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a refund he is waiting for from Sears.   [redacted], manager of the [redacted] Sears Outlet provided the following response: I have been in contact with [redacted] regarding his complaint and have resolved it. That said, sales check #[redacted] refers to a $503.44. If I can be of any further assistance to [redacted], I invite him to contact me at [redacted]. Since it is my understanding that [redacted] was satisfied with the actions taken to resolve his 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] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Tell us why here...August 25, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Juan [redacted] Via: [redacted]@chicago.Revdex.com.org
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. In response to Mr. [redacted] complaint about the island not being functional, I must disagree with his statement. The island is functional. The island was in the home before our installation and the changes we made were at Mr. [redacted] request. Mr. [redacted] requested we cut the height of the cabinet, and make the countertop wider so stools could be placed under the countertop. Unfortunately the drawers will not pull out all the way because the countertop is larger than the original countertop, per Mr. [redacted] request. Mr. [redacted] wants compensation for the whole island, which as I said before, is functional.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [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 800-222-5030 x 5552, or via email at Jeanne.[redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted]
SHIP/HI Regulatory Complaint Specialist

January 4, 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 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 16th. The 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 service. We 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

April 29, 2016
Revdex.com
[redacted] 330 N. Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No.: [redacted] Revdex.com Case #: [redacted]
Via: Revdex.com Website
[redacted] Thank you...

for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. SHIP will not agree to replace the drain pan for free and will not take responsibility for the issues [redacted] is experiencing with her unit. That decision is based on the following information.
The unit was installed correctly and has been operating for over 5 years. The drain pan was not part of the contract. Per the technician, the issue is due to lack of maintenance and modifications the customer made to the drain pan after the install. The primary drain line was completely plugged up, and water slowly drained into the secondary drain which dripped down the side of the house and dripped on the window. The damage was clearly caused by the customer’s own neglect and modifications they made. The rust proves it has been dripping for some time, probably several years. The drain pan was heavily rusted as well. The customer requested and agreed to pay for releveling the secondary drain pan, which was done. He told the tech that he had made modifications which caused the pan to lean towards the window after the AC was installed.
The customer said in the complaint that the tech gave her a handwritten document that is not on the Sears’ ticket stating acceptance of liability, and then the tech changed it after he was paid. The customer is not accurate. The document is a Sears’ document (pre-existing damage waiver), that the techs print from their computer. The tech wrote the following notes in the description: drain pan is rusted due to clogged drain causing bedroom window to stain with rust. After the customer signed, she demanded that the tech write the following statement: drain pan was not properly installed. She stated that she would not pay for the service if the tech did not. [redacted] then grabbed the pen from the tech and wrote it herself on top of the paper.
The unit requires proper maintenance and care once it is installed. Our records indicate that the customer has never called in for maintenance or a service until April 7, 2016. It is the customer’s responsibility to do maintenance on their unit and replace the filter on a monthly basis or as needed, or as per manufacturer’s specifications. If they do not, the warranty can be void. We recommend that they replace the filter regularly and have the yearly maintenance done to prevent damage to the unit. The customer has no extended warranties or protection plans with Sears. Any services we provide will result in a charge to the customer.
As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted], or via email at [redacted] Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
[redacted]

November 12, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted]  [redacted]Dear [redacted]We have completed the
investigation of [redacted] complaint regarding her refrigerator...

repair.First, we would like to
apologize to [redacted] for failing her expectations in regard to his
refrigerator repair.  Upon reviewing the
notes within our service system, we find that the repair to [redacted] refrigerator
was completed today.  Also, it appears
that on November 5, 2015, Sears Home Warranty offered [redacted] offered
$500.00 toward a replacement, which is the maximum allowed under her
agreement.  Since she proceeded with the
repair, it is our understanding that she will not be utilizing the
aforementioned authorization.As to [redacted]
request for a refund of the Sears Home Warranty (SHW), she will need to contact
SHW directly at [redacted]  In the
interim, we have included the terms of her agreement pertaining to
cancellations.  VI. CANCELLATION1. You may void this
Agreement within 30 days of the coverage effective date for a full refund of
the contract fees paid if no claim has been made. The right to void this
Agreement as provided in this paragraph is not transferable. A ten percent
penalty per month will be added to any refund required under this paragraph, including
any accrued penalties, that is not paid or credited within 30 days after
termination of this Agreement pursuant to this paragraph.2. You may cancel this
Agreement within 30 days of the coverage effective date if a claim has been
made, or at any time thereafter, at which time you may be entitled to a refund
of unearned contract fees paid based on the short rate schedule less a
processing fee of twenty-five dollars ($25) and less the cost of any services
performed pursuant to the Agreement, where permitted by law. If the refund
calculation results in you owing us payment for services provided, we may bill
you for the lesser of the net amount due to us or the unpaid annual term
contract fee. We will bill or charge you any balance owed to us through the
same mechanism as any previous installment billings, or we will direct bill you
if such a mechanism is not available.With that said, since the
repair to [redacted] refrigerator has been completed, we ask that this matter
be closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]Regulatory Complaints
Specialist

June 6, 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 Ms. [redacted] complaint regarding her online order experience and request for a refund of the shipping fee.   After reviewing the notes in the order, Online clarified that Ms. [redacted] did not pay for premium shipping. As such, the delivery carrier [redacted] was initially not prepared or equipped for the delivery upstairs. However, it is our understanding that the Sears Online team authorized to have the delivery switched to home shipment and changed the order to premium and rescheduled. Since Ms. [redacted] did not pay for the premium delivery fee, this offer was processed as a onetime courtesy exception at no extra cost to her. Ms. [redacted] requested that the entire shipping fee be refunded to her however; Sears Online explained that they would be unable to provide another concession. In an attempt to resolve this matter, Sears Online offered to refund up to 15% off of the standard shipping fee she paid. Unfortunately, Ms. [redacted] declined the offer. We apologize again for any inconvenience she may have experienced. In the interim, we 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

October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...

dishwasher.
Although we have completed our investigation of [redacted] complaint we have not been able to contact [redacted] We have left messages on the number provided in his complaint but have received no call back. We will be happy to assist [redacted] in getting the parts he is requesting unfortunately we need to confirm which brackets are needed as there are two different types and we will need information from [redacted] to assure we send him the correct ones. [redacted] can contact me directly at [redacted] for further assistance. In the interim, we will consider [redacted] matter closed, pending his response.
We apologize to [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]
[redacted]
[redacted]
[redacted]
[redacted]

December 4,
2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL  60611Re:  [redacted]     Dear [redacted]We have
completed the investigation of [redacted] complaint...

regarding his recent
order.   We want to first
stress that the seller of [redacted] merchandise was [redacted].com, not
Sears. We merely listed the merchandise on our site.  The seller of each item is clearly listed on each
product page and if desired, a consumer can filter out all sellers but Sears or
Kmart.  According to our Terms of
Service, [redacted] would be subject to his seller’s individual return policy
and any disputes would be addressed with them. That said, we attempt to make
sure that consumers shopping on our site are treated fairly. As such, we
contacted the seller and they assured us that as of November 24, 2015, they had
shipped the parts [redacted] needed. Since this is what [redacted] was
seeking, we respectfully ask that this matter be considered closed. We apologize to
[redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have
any further questions or concerns.Sincerely,[redacted]Regulatory
Complaint Specialist Sears Holdings
Corporation  [redacted]

June 23, 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 Ms. [redacted] complaint regarding her online order experience and request to have delivery before June 2, 2016, or an immediate refund.   We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this matter. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  After reviewing the notes in her order we found that the merchandise was delivered via [redacted] on June 1, 2016, at approximately 7:04pm. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon.  In the interim, we 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:
1) Sears has not proven the power washed was used less than five hours.
2) they continue to maintain they will not replace the power washer yet two other options to solve the problem were offered in the original complain and again the last response, options which Sears has yet to acknowledge.
Sincerely,
[redacted]

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

align="left">  Re: Diane [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding food loss incurred when her refrigerator failed too soon. Paul [redacted], Manager of the Bergenfield Sears Outlet, provided the following response: Ms. [redacted]’s complaint was received in my office on Monday, August 29th and contact was made the next day. A bank check has been issued which references back to sales check [redacted]. Typically a consumer can expect to receive a bank check within 10-14 days. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]/[redacted]. Although Ms. [redacted] would prefer us to keep her case open until she receives her check, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Ms. [redacted]’s check was issued and if there are any further concerns I ask that she contact me directly, that said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

Initial Business Response /* (1000, 11, 2015/09/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 14, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear...

Ms.[redacted]

We have completed the investigation of Ms. [redacted]'s complaint regarding her non-receipt of a refund.
We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with her order. After reviewing the complaint filed, we researched Ms. [redacted]'s online order. Our records show that Sears Online Solutions processed a refund on August 7, 2015 for $13.59 under receipt number XXXXXXXXXXXXXX, and $5.22 under receipt number XXXXXXXXXXXXXX. As a courtesy exception Online Solutions refunded the remaining $14.39 on August 22, 2015, under receipt number XXXXXXXXXXXXXX. Should Ms. [redacted] have any further questions or concerns, she may contact Online directly at (XXX) XXX-XXXX. In the interim, since we have confirmed the refund has been completed, we 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

July 28, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’ complaint regarding the 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 base. They were able to reach out to Ms. [redacted] and arrange the replacement. It 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].[redacted]@searshc.com

I am writing this review for a washer and dryer I purchased from Sears.com on 11/26/2016. The original delivery was scheduled for after 7pm on 12/7/2016. On the evening of 12/6/2016 I received an automated call letting me know the delivery would be from 8-11 in the morning. I had to reschedule to the next opening on 12/11/16 between 9-12 and the driver did not show up. I called and was told the truck broke down while driving from Sacramento to my location (Southern Kentucky) which I still question the validity of. I was then assigned a case specialist to ensure a delivery on 12/17/16 between 8-10 or 8-11 (the case manager and automation call said two different times). The delivery did not come again and I am waiting to here back from a voicemail, direct communication and email.

Just a bad spot to be in when buying my first major appliances on a budget during holiday sales and not getting them.

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

align="left">  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his refrigerator.   We apologize that Mr. [redacted] refrigerator failed to meet his expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product.  We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs and parts are not an option.  It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage.  In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers.  Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions.  It is always the customer’s choice as to whether they would like the peace of mind that comes with having an extended warranty; much like deciding whether to have insurance on personal property.  The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Mr[redacted] did not purchase additional coverage and his manufacturer’s warranty has expired. The refrigerator was repaired under the terms of the exceptional parts warranty. As such, we feel it is unreasonable to expect Sears to bear the cost of replacement, providing food loss or a refund and we are unable to grant his request.  We sincerely apologize for any inconvenience Mr[redacted] may have experienced and respectfully ask that this matter be closed as no concessions are forthcoming. 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 Claims Specialist Sears Holdings Corporation [redacted]