Sears Holdings Corporation

I have had the most difficult time with the replacement and delivery of a new washing machine. I purchased a warranty for my washing machine. The machine broke, the repairman came out, I was told it was "not economical" to repair the machine and was told to expect a voucher to purchase a new one. The repairman stated the voucher should exceed to typical $500 default value because it was a deluxe model. In fact, we received the $500 default value (via voicemail) so I contacted the number provided on said voicemail to inquire about my options. I wanted to 1) order a new machine online and 2) see if they would cover the additional $49 that was the remaining balance if I purchased the machine online. I was told after contacting the number that I had to place the new order through the help chat option online and that person could also put in the voucher code to cover the new machine. After several HOURS with the online chat, they were willing to cover the additional cost, but not the cost of "take away" even though this cost was specifically stated to be covered on the initial voicemail. I contacted the previous number again to get additional assistance as the online chat person was not willing to allow me to speak with a supervisor. I was told by Sears that I had been misinformed, not only would they not exceed the $500 voucher but that a new order would never have been able to be placed online and I needed to go to the store. A few hours later, I visited the local store, told the issues to the associate who took care of the problem and ordered the machine to be sent to my home. I was not completely comfortable with my choice in brand (at the suggestion of the associate, I went with a different brand other than my original), called back the next morning to switch and was told that it would be taken care of and the delivery of the following week would not change. The following week came and no call on the previous delivery day (Thursday 10/27) and no call on expected delivery day (Friday 28th). I contacted the delivery number provided and was told that "there was a significant incident at my home and delivery had been rescheduled for Nov. 4th". This was news to me. I called the store directly and was told that "there was an accident with the truck that resulted in injured workers so I had been rescheduled for the 4th". Again, news to me and quite suspicious considering that an "accident" the day of delivery should not have prohibited a call about delivery the day prior. At this point I was speaking with the manager of appliances who stated that "he was going to call delivery and say he was my husband to see if he could get some answers". I was quite perplexed by this statement, thought he was attempting to add humor to the situation and left it at that. I did not hear back for several hours (still Friday the 28th) called back to the store and was told by an associate that "the manager is in a closed door meeting and could not be interrupted, they had my number and would call asap". I waited another hour, called the delivery number again to see if we had gotten anywhere. I told the lady on the line (located in the Philippines) that I had waited several hours and had not heard from anyone. She commented that was not the case that my "husband call at 2pm". I was appalled that a department manager would impersonate my spouse and even more appalled that her explanation for my delivery being rescheduled was a "vendor issue". I waited another hour, called back the store to see if the "meeting" was over and the department manager answered the phone! At this point, I have received no less than 4 excuses as to why my delivery was changed without contacting me, my husband has been impersonated by the MANAGER of the department, I have left messages for the STORE manager without even so much as a phone call in return, have actively contacted the store each day for an update (no one is actively calling me in return) and I still do not have a washing machine. I have now been told today by the department manager that [redacted] Solutions has noted my order delivery was changed due to the store "re-ringing" the order. After several requests for the number to contact the delivery company directly, I was FINALLY provided the number today and received a message that the mailbox was full and not accepting messages. There is nothing here that should be considered acceptable behavior by a retailer and there is no hope for me at this point that my machine will actually be delivered on Friday. At this point, considering I have a family of 5, I have spent almost $100 in laundering fees.

January 7, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  [redacted]     Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint her recent order and the refund she claims was missing after the order was canceled.     According to our records, Ms. [redacted] credit card was not charged for this order. What she may have been seeing was a hold, which would drop off. The gift card was used, but a replacement was issued on December 31, 2015. This gift card may take 10-12 business days to arrive.  Since we have provided the refund Ms. [redacted] was due, 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] Specialist, Regulatory Complaints [redacted]

August 23, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Kelley [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her online order experience and request for a full 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 Mr. Burt placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by 123Stores located at 1674 Broadway, Suite 802 New York NY 10019, email: [redacted]@123greetings-inc.com and telephone number (646) 798-4720. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s 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 the seller provided return instructions to Ms. [redacted]. The product was returned and a full refund was processed accordingly. For Ms. [redacted]’s records the return receipt number is [redacted]. A credit of $495.00 was issued on August 16, 2016, and the credit will post to her account within 3 to 5 business days. In closure, since a full refund has been provided, 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

Initial Business Response /* (1000, 7, 2015/07/09) */
July 9, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms.[redacted]
We have completed our investigation of Ms. [redacted] complaint...

regarding her recent service experience.
In regard to the delay Ms.[redacted] experienced receiving service, unfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customers. It is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occur. Additionally, the time frame given for appointments is estimated. While we strive to arrive during that period, there are many factors that can affect the outcome such as traffic or an earlier repair that takes longer than expected. With that said, we are always looking for ways to improve on customer service and would like to assure Ms.[redacted] that her candid feedback has been forwarded to the appropriate parties.
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 Complaint Specialist
Sears Holdings Corporation
[redacted]

March 28, 2016   [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 credit application she filed online recently.       As clarification, the online credit approval process sis setup so that a consumer may use their credit on an immediate purchase if approved. We spoke to [redacted] the administrator of the Sears credit program and they noted that there must have been a system error. They will investigate to see if the cause may be found and eliminate the problem. We apologize for any inconvenience [redacted] may have experienced as a result of this issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed.   Again, we apologize to Ms. Rice 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]

To Sears Holding Company Custer Service,
On 28 August 16, I purchased a mattress and box spring for my daughter online and paid the extra $10.00 fee on top of the $69.99 dollar delivery charge to have it delivered on a Saturday. I was notified by your delivery service that the mattress set would be delivered between 1730 and 1930 hours on Saturday 3 Sept 16.
At 1747 hours I was notified by you delivery service that the delivery crew had sustained an injury and would be unable to fulfill the delivery to me that evening. It being Saturday, and the warehouse was closed on Sunday and Monday a holiday, they would not be able to deliver it as promised and would refund the $10.00 premium fee.
My daughter, who was waiting at home for the delivery, also received a call stating that the delivery truck had broken down and that the delivery fee and premium fee would both be refunded.
At this point, we have been told two different stories. My daughter, not knowing that the warehouse would be closed on Monday 5 Sept 16, requested to have it delivered on Monday. It was rescheduled, as per your website, for 12 Sept 16. I then called on 4 Sept 16 and spoke with Chantel (unit # [redacted]) and requested that the delivery be made on Tuesday 6 Sept 16. She said she would put the request in and I would be notified.
I was never notified, and when I looked on the website I found it had been updated to 6 Sept 16, with a delivery time window between 0730-2030 hours. I called first thing in the morning on 6 Sept 16 and spoke with someone I believe was named "Blue", but I am not sure as they could not speak slowly enough for any human to possibly understand. This person confirmed it would be between 0730 and 2030 hours and could not pin down a time.
I sat at home, ALL DAY, not knowing when this delivery would take place. At 1830 hours I called and asked for a supervisor. I was put on hold and after 15 minutes my wife called and immediately was in contact with a "supervisor" named Ramone. He stated that he would escalate this to the proper personnel and then he would call me back within 45 minutes. Another 1.5 hours went by and I received no call.
I then called back this morning, 7 Sept 16, and spoke with Greg(g) (unit #[redacted]) and he stated that he would have a supervisor call me back today and that I would have this all resolved. I never received another call from anyone in the delivery/customer service department until 1824. At this time a recorded voice came on and said "Let me transfer you to someone that can help" and then hung up on me. I called back at 1826 and spoke with Tricia (unit # [redacted]) and spoke with her for 15 minutes regarding this whole issue and when it would be delivered on 8 Sept 16. The time window is now 1500-1700 on 8 Sept 16.
She then gave me this email address and has been the most helpful individual that you have in your employment.
I have never received such horrible customer service from any company as I have yours. I have been a Sears customer since I exited the Army and started my family. I admit that I was surprised to see a $10.00 credit on the website (not on my card though) for the premium fee, but it appears that is all anyone wants to help me with. I demand some type of compensation for the time I had to wait, the stress I have had to endure speaking with all of the different associates in your company, the call backs I never received, and the utterly poor service I have received from your company.
I do not know if I will be able to have anyone available to receive the mattress set when it is delivered on 8 Sept 16. I have work, my daughter has work, and my wife has work. We all have obligations to meet; which, by your service on this order, your company has regard for. When I purchased this mattress set, I entered into a contract with you that my payment would be fulfilled and that your delivery would be fulfilled. I met my end of the bargain, and her 1-1/2 weeks after the purchase, your end has not been met.
I would like a response detailing what exactly you plan to do to make this problem right, and I don't mean right for you; I mean right for me.
You may contact me at the email address listed above or by phone at the number below between the hours of 1000-2300 PST, M-F and all day Sat - Sun.
Thank You for your time and consideration in this matter.

August 25, 2016
 
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611 
Re: [redacted] – Louise A. [redacted]
 
Dear Ms. [redacted],
 
We have completed the investigation of Mr. [redacted]’s complaint regarding his recent online order experience and request for a full refund.
 
It is unfortunate that we failed Mr. [redacted]’s expectations and we can understand his frustration with the series of events noted 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 order, we found that Sears Online confirmed the receipt of both products back to the warehouse. According a full refund of $385.61 was issued on August 12, 2016 and $613.77 on August 19, 2016. These credits should post to his account within 3 to 5 business days or dependent on his financial institutions policy. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since we have confirmed that a full refund has been provided, 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, 
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation

February 6, 2017   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding his dryer repair.   It is regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his dryer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly.  We sincerely apologize for any inconvenience we may have caused Mr. [redacted].   Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance.  Betty [redacted] with unit [redacted] responded that she submitted a refund request as a courtesy.  On February 6, 2017, a refund request for $115.54 was processed; Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] in the next five to seven business days.  With that said, since we are providing Mr. [redacted] with his requested resolution, 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

August 5, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]–Nitin [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding a recent purchase.   According to our records, Mr. [redacted] was awarded the points in question on July 22, 2016. We appreciate him taking the time to bring this matter to our attention. That said, we respectfully ask that this matter be considered closed as we have granted his request to receive the point she mentioned.     We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted]@searshc.com

Initial Business Response /* (1000, 7, 2015/07/07) */
July 7, 2015
[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 her dissatisfaction at having other retailers sell items on our sears.com website.
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. Each page identifies the seller of the item. The page for this water heater is no exception. It clearly notes EccotempSystems as the seller. http://www.sears.com/eccotemp-45hi-lp-tankless-water-heater/p-SPMXXXXXXXXXXX?red...⇄ We apologize for any misunderstanding.
Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. Using the online bookseller website referenced in the previous paragraph as an example, if you purchase a book directly from them you would be subject to their return policy, but if you order a book from one of their used book, they have their own policies outside those administered by the bookseller. Our website functions in the same manner. While we are not able to intercede on these transactions we do monitor the issues and attempt to make sure that our members are being treated fairly. That said, according to our records, Ms. [redacted] was provided with a refund on June 23, 2015. We are regretful that our business decisions do not meet with Ms. [redacted] approval and can only hope that she may in the future consider using our website again now that she knows that she has the choice to not view Marketplace items if he would rather not use that service. As a gesture of goodwill, we are willing to provide a 15% discount if Ms. [redacted] places another within 60 days from the date of this letter; after that, the offer will be null and void.
In closure, 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 Complaint Specialist
Direct Dial: XXX-XXX-XXXX
Email: [redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 9, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received 4 emails like the one following
Sears(r) DELIVERY CONFIRMED
order #: XXXXXXXXX
Hi [redacted],
Great news. Your order number XXXXXXXXX has been delivered!
Here are the details:
This order contains the item(s) listed below.
Orders with multiple items may ship separately. If you still have items yet to be delivered, we will send you a ship confirmation for each shipment to keep you updated on the status of your order.
Thank you for shopping at sears.com. We truly appreciate your business and hope you enjoy your items.
Sincerely,
Your Sears Team
The Sears Team
Your sears.com order has been delivered
Actions
Sears ([redacted]@account.sears.com)is sending me letters as if Sears is the one I bought from it is a blatant misrepresentation.

I would be willing to FW them to the Revdex.com. It cost me 2 hours of driving to try to return it to the store then $60 to usps to return the thing that is not even really from sears. BUt the Sears team keept thanking me for the order, told me when it was sent, and when it was delivered.
Final Business Response /* (4000, 11, 2015/07/17) */
July 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 Ms. [redacted] rebuttal.
We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As we noted before, 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. Each page identifies the seller of the item. The page for this water heater is no exception. It clearly notes EccotempSystems as the seller. http://www.sears.com/eccotemp-45hi-lp-tankless-water-heater/p-SPMXXXXXXXXXXX?red...⇄ Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. While we are not able to intercede on these transactions we do monitor the issues and attempt to make sure that our members are being treated fairly. That said, according to our records, Ms. [redacted] was provided with a refund on June 23, 2015; making her whole. 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 Ms. [redacted] case, we do apologize that we failed her expectations, but we feel our response 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

I was in the Sears outlet store across from the big chicken in Marietta..I was looking at a dryer because I plan to buy..I needed a total price on the dryer I had decided on..because the price was not written on it..there was a man who worked there walking around with a clip board .I tried everything to get his attention even waving my arm to see if he saw me ..when others needed his attention he was answering but wouldn't talk to me..Victor who was with me walked back to the counter and waited for assistance ..he wouldn't talk to him either ..but when some other people came to the counter he helped them and was pleasant ..he also refused to help the Hispanic couple who was needing assistance and they left because they couldn't get help..the cashier went to the warehouse and got someone to help me because this guy on the floor would not ..it certainly looked like I was being discriminated against because I was Caucasian and the other couple for being Hispanic ..I WILL NOT SHOP HERE I WILL GO ELSEWHERE ..THIS STORE LOST A SALE..AND AS LONG AS THIS STORE ALLOWS THIS BEHAVIOR THEY SHOULD LOSE YOUR AS WELL!!

[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. and Mrs. [redacted] complaint regarding a refrigerator purchased from Sears Outlet. [redacted] Sears Outlet Support Specialist provided the following response: Our records indicate that      the Sears Outlet Team promptly refunded Mr. and Mrs. [redacted] on October 12, 2016. Sales check [redacted] references the refund in the amount of $1,376.78. The credit will post to the credit card used to complete the purchase within 3-5 business days. To also satisfy Mr. and Mrs. [redacted], we have also issued a $100 gift card, which will be mailed (via [redacted] to the [redacted] home address within 3-5 business days. The tracking number for the gift card is [redacted] We have notified Mr. and Mrs. [redacted] via email regarding the refund and the gift card. At this time, since we have noted the actions taken by Sears Outlet, we ask that this complaint be closed. We apologize to Mr. and Mrs. [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]

Initial Business Response /* (1000, 10, 2015/09/16) */
Contact Name and Title: [redacted]
September 16, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms.[redacted]
We have completed our...

investigation Mr. [redacted] complaint regarding his dissatisfaction with Sears Home Services.
First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded Mr. [redacted] concerns to the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within Mr. [redacted] complaint, so that future problems can be averted.
On September 14, 2015, the technician returned to Mr. [redacted] home and re-examined the refrigerator. He found that the freezer rails were out of alignment. After adjusting the rails, he checked the doors and confirmed that they now close properly. Additionally, our records show that Mr. [redacted] was mailed a food loss check for $250.00 on August 31, 2015, which he should have received by now. Lastly, Mr. [redacted] was provided with a six-month extension to his Master Protection Agreement (MPA) by our escalated customer service group, Customer Solutions, as a conciliatory gesture. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

I had purchased a refrigerator back in 12/2012 and on 8/2014 it broke down. I payed $290 to get it fix. Now it has broken down again. I contacted Sears to see if they would give me a discount if I was to purchase a new refrigerator from them since the one I had was little over 3 years old and I did not want to spend another $300 for repairs and also we have been customers for many years. After been 45 mins on the phone all they could offer me was a $20 discount. What a joke !! They didn't care about keeping me as customer. Well I will never shop there again.

I bought a lawn mower an d I have taken it back three time it still smokes.
I call the store no help I called customer service they tell me to call repair which I did before I call them and I told them they was closes but they insists they were open.
I have been going back and forth for the last 8 months and still no help in replacing my lawn mower.
I will never buy a product form sear I had a Warrenty and they have so many stipulations on it and still do not honor it.

Initial Business Response /* (1000, 7, 2015/07/18) */
18 July 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms.[redacted] complaint...

regarding her customer service experience.
After reviewing Ms.[redacted] and our records, we were able to determine that on the day of delivery, 20 June 2015, we did not have enough space for the haul away of Ms.[redacted]' existing appliance and we apologize for this. A manual work order was scheduled for 25 June 2015 to haul away the existing appliance. Our records also show that Ms.[redacted] called in on 06 July 2015 to report that the delivery team caused damage to her residence. We would like to clarify that when we deliver the customer's merchandise, we provide an acknowledgement that states any damages need to be called in the customer service within 72 business hours. We checked our records and show that although Ms.[redacted] did not report the alleged damages within the 72 hour turnaround; she was provided Damage Claim XXXXXX, which is currently pending inspection. If Ms.[redacted] has any questions or concerns, she may contact our third party vendor Borders Inc at XXX-XXX-XXXX. At this time, since the requested haul away has been completed and we provided a direct contact for Ms.[redacted] regarding her claim, we have closed our files.
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/SHC
Direct -XXX-XXX-XXXX
[redacted]@searsch.com

Initial Consumer Rebuttal /* (3000, 9, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding the take away of my fridge on the date my new fridge was delivered: it is curious, one would think there would be an empty spot to put my old appliance on the truck after the new one is taken off the truck. I would appreciate clarification on this.
When the delivery men told me they could not take my fridge on the date of delivery, they said they had called in an order to have it picked up on Sunday June 21. I did not call on that day because I trusted the delivery men. When the fridge was still in my back yard at around 3PM on Sunday June 22 I called XXX-XXX-XXXX and reported that the fridge had not been picked up. I was told by [redacted] that it would be picked up the next day, June 22. I also reported that my home had been damaged. I was given the confirmation code XXXXXXXX. No one came on June 22 and when I called late on that day I was told by [redacted] that there would be a pick up on June 25. I reported the damage done to my home. He gave me the confirmation code XXXXX. On June 23, I called the [redacted] Sears Store in [redacted] to speak to the store manager, [redacted]. He told me that the earliest the fridge could be picked up was June 25 and he gave me the phone #, XXX-XXX-XXXX to report that my home was damaged.I made calls to [redacted] at XXX-XXX-XXXX x XXXXX. Honestly I don't remember what happened with this contact. The store manager, [redacted], called me around July 1st to tell me to call[redacted] XXX-XXX-XXXX, I did and was given claim # LXXXXXXXXXX, and I reported the damages to my home. As this was my holiday, I did not make this call until July 6. I am currently submitting photographs and a bid from a local handyman to repair the damages to this company. Please note that I started making calls about this beginning June 22 and have made many since then. This claim has not been settled.
Final Business Response /* (4000, 11, 2015/08/01) */
01 August 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] rebuttal to the response we previously sent.
After reviewing Ms.[redacted], our decision remains the same, any concerns regarding her damage claim needs to be presented to the Borders Inc. at XXX-XXX-XXXX. At this time, we respectfully request this case remain 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/SHC
Direct -XXX-XXX-XXXX
[redacted]@searsch.com

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5, 2015
[redacted]
[redacted]
[redacted]
[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 agreed to reimburse[redacted] for the technician he hired. This will be a onetime gesture of customer service. I have corresponded with the customer and he is satisfied.
At this time, we respectfully request that you close your 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], or via email at [redacted]

Sincerely,
[redacted]
[redacted]
[redacted]

Yesterday, I stopped by of your store (245 Maryland Ave E) to make a purchase and the next day had to do an equal exchange since I grabbed the wrong size. Your manager Marlyin at the customer service counter charged me extra for just returning and repurchasing the same exact item, when in fact I paid for it already yesterday when I purchased the item. I can see why I should for it, when the exchange is for a greater value. After a couple of minutes talking to her inquiring to why I would be charge on an exchange when the dollar amount are the same she does not have a clue to why and told me that I just needed to pay the difference. After paying for the difference I looked at my receipt and see that KMART owes me money but customer service (Marylin) took my cash already. What a disappointment with KMART. Good news that majority of the KMART in our area are out of business, I assume it because of bad customer services. Yes, I did call the 1-800 # but was transferred 3 different times.

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

align="left">    Re: Verna M [redacted]#11116677 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Service and repairs to her refrigerator. On February 4, 2016, a Sears Home Services technician was dispatched to Ms. [redacted]’s home to diagnose and repair her refrigerator. The drain pan was repaired and the unit is not leaking any longer. Since the drain pan concerns have been addressed, 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

September 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94561992 - Robert [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding our...

minimum charge.
In reading Mr. [redacted]'s complaint, we can only guess that he somehow became confused when scheduling a repair on his microwave. We say this only because we do not have a minimum charge of $249.00. The only minimum fee we quote over the phone is the minimum fee we charge to provide in home service to diagnose the appliance. This is $99.00 and is payable if our estimate is declined. If our estimate is accepted then the only amounts owed are the cost of the parts and the cost of labor; the latter amount incorporates our expenses to travel to the home and to repair the product. Our labor charges are based on job codes and we have job codes that are less than $249.00. However, if it is a lengthy repair then it is possible the labor charge could be that high. Perhaps when our scheduling agent was explaining our Service Smart Agreement (SSA) they used that dollar amount to illustrate what a good deal our SSA's can be.
Basically our SSA is the only agreement we sell for appliances that are not in good working order. Because of this some of the benefits are more limited, and there are qualifications that have to be met, such as the appliance being under 10 years of age, with a legible model and serial number, not in a disassembled state, and not damaged through an act of nature. However, if the appliance meets the qualifications, there is really no downside to the SSA. If for some reason the actual repair ends up being less than the cost of the contract, then the consumer can always call in and cancel the SSA and receive the difference between the amount charged and the amount the service would have cost without the coverage. Most times though, the repair is more and in those cases the consumer gets any single repair up to $500.00 at no charge (besides the charge for the SSA) and also gets a year of coverage beyond that repair in case any further problems develop.
While the cost for the SSA might seem high when Mr. [redacted] contrasts it with the amount he paid for the microwave, he should also be aware that with built in appliances there is also the cost of installation, and possibly carpentry work if the existing cut-out has to be modified. So sometimes saving this additional cost can make it worthwhile. In addition, if for some reason we cannot repair the appliance and/or if any single repair is more than $500.00 then the consumer not only gets up to $500.00 towards a comparable replacement, but it also covers at least the basic installation costs of that appliance; it does not however, cover any modifications that have to be made or any code upgrades that might be required.
At this time we hope our explanation at least helps Mr. [redacted] make a decision on whether he would like to have his microwave serviced or not. Since we have clarified that our minimum fee is $99.00 and not $249.00, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com