Sears Holdings Corporation

January 19, 2016
 
0in 0pt" class="InsideAddressName">[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] complaint regarding her recent visit to one of our stores which resulted in being dissatisfied with the customer service she received. 
 
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of store# [redacted], who states the following:
 
There was a discrepancy in pricing due to change in pricing from when Ms. [redacted] purchased the item and when she went to another store. I was personally involved in verifying the situation and apologized to Ms. [redacted] for the miscommunication from the sales associate at the Rancho Store reporting that the sales associate at Victorville charged them incorrectly.
I also apologized to Ms. [redacted] for having to come back to the store to explain the situation and personally called her the day the ordered cancelled to see if there was something we could do to save the sale. Ms. [redacted], at the time, accepted my explanation as I told them we could easily do an adjustment since they were within 7 day time period but the order was already cancelled.
Ms. [redacted] came back into the store last week disputing the claim on her credit statement regarding the gift card and I did give her another gift card replacing the one she was charged for as a customer service resolution.  That being said, because we have addressed Ms. [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]

October 6, 2016
[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 that the range failed too soon and her request for an exchange.
We apologize that Ms. [redacted] range failed sooner than she expected. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the item is new.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. [redacted] mentioned that she purchased the range online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the range on August 8, 2016, and then attempted to exchange it on September 17, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the range is covered by the manufacturer’s one-year warranty for parts and labor to service the range. According to our records, the manufacturer’s warranty will expire on August 9, 2017. Since Ms. [redacted] mentioned in her complaint that the burners on the range were not working, we offered to schedule a warranty repair. Ms. [redacted] voiced her concern that the range is defective since it did not work on the initial use. We assured Ms. [redacted] that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warranty. Service is currently scheduled for the range on October 18, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.
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]

Bought a dishwasher online, called to setup a specific date/time for installation. On that date, the dishwasher just arrived to the warehouse and delivery and installation was not going to happen until after 3-4 weeks for a total of 6-7 weeks after buying it. Called customer service, spoke to a total of 3 agents, got 3 different stories and none was able to help me or provide consistent information.

We had a similar experience with a fridge a few years ago and it took sears 3 attempts to delivery it. We thought that we would give them a second chance with the dishwasher but this second chance turned out to be their last chance. Never again will I buy from sears.

Sears Auto Center
Shops At Friendly Center
[redacted] · (336) [redacted]
Greensboro, NC 27408
This email is regarding the above notes Sears Auto Center (the "Auto Center") in which I took my 1999 [redacted] 4Runner for a scheduled tire rotation on July 15, 2016. As it was time to rotate the tires on my vehicle. This service cost me $934.00 including the 4 new tires, maintenance protection plan and road hazard that I purchased. I will first note that I have been servicing my vehicle at this particular Auto Center since 2001 and I had nothing but positive experiences - until lately. I will also note that the change in my experience at the Auto Center appears to have been facilitated by a change in management at this Auto Center.
After my tire rotation, I inspected my vehicle to ensure that everything looked appropriate. As all looked well, and the service advisor ensured me that the tire rotation was handled appropriately, I drove my car back to work and then home. The next day when I drove the vehicle, I immediately realized that something was wrong. Rather than driving smoothly, my steering wheel began to shake violently and I had little control over my vehicle. I spoke with Tina at Sears Auto Center and she said it sounds like my tires are cupped due to not rotating my tires at proper intervals. I was concerned as there is no way that the issue could be accurately diagnosed via a telephone call and I was even more concerned as the Sears representative did not feel that it was enough of an emergency to get my vehicle analyzed asap. To my dismay, when I brought my vehicle into the Auto Center, it was diagnosed as having three missing lug nuts - 2 days after it was initially serviced.
While the manager admitted fault and offered me a free oil change to resolve the situation, given the gravity of the events, I believe that more needs to be done to rectify this situation. Thankfully, I was able to avoid suffering any bodily harm; however, that is due purely to sheer luck and divine intervention. The Auto Center did not act properly in this situation and it led to a safety issue as a result of multiple lug nuts coming off my tires after a simple tire rotation. I believe that I should have been offered a credit for the maintenance plan as a partial refund on the tires and maintenance plan that I purchased. Specifically, I believe it is fair for me to receive a refund on the labor charges, especially considering that the job was not done properly the first time.
In short, I have a loyal customer for 15 years and I would like to remain a loyal customer; however, I am very concerned about the quality of work that is being performed at this Auto Center. I am more than happy to speak in more detail about this matter. Please feel free to reach me at [redacted]. Thanks!

Complaint: [redacted]
I am rejecting this response because:
Again, I would like to make it known that, the computer notes of my phone call on November 11th to Ken (I was not given any last names) may not indicate what he told me but the recording will. Has anyone contacted Ken? Has anyone contacted David? The overflow agent? Has anyone contacted the District Service Manager?
 
At one point Jenny, I am assuming that this is Ms. [redacted] because I was not given any last names, told me in our phone conversation, that she did not know who Ken was. I asked either her or Michelle if there was a way to find out and call him and they said no. I said there has to be some way....an employee #, location # or something that he is identified by. Then later in our conversation Jenny said, Ken misspoke and he will be reprimanded. How will you reprimand him if you don’t know who he is or where he is? Just lies! I know what I was told and the recorded conversation will tell the truth...only if someone would listen to it.
 
Long story short......I understand the MPA ......BUT....A promise was made and has been broken by Sears!
 
According to Merriam Webster Dictionary, a promise is “a statement telling someone that you will definitely do something or that something will definitely happen in the future.”
 
Not the Sears from years ago!

Sincerely,
Lawanna [redacted]

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

his lawn mower.
Upon receipt of Mr. [redacted]'s complaint, we found that he had been offered a replacement by the service unit for multiple repairs as well as a $50.00 gift card for his inconvenience. Since offered to replace Mr. [redacted] lawn mower and as it is our understanding that this resolution was acceptable to Mr. [redacted] we have closed our case. If Mr. [redacted] is still in need of assistance he need only contact our carry-in unit directly at 1-[redacted].
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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted]@searshc.com

Our 18 month old refrigerator died. We and a Warranty under Sears' Master Plan. It was the middle of summer (1st week of August) when we called for repair. They diagnosed us over the phone, shipped the parts and told us to wait for 2 weeks before they sent someone out. 2 weeks later repair person came out and couldn't fix 'fridge. He ordered new parts and said we'd have to wait 2 more weeks for someone to come out to fix it. That next visit did not fix the fridge. That repair person ordered new parts and said we'd have to wait 2 weeks (again, 2 weeks to that day) for a repair person to come out. 2 weeks later THAT repair person came out and could not fix the fridge.. same story - wait 2 weeks (to the DAY) for another repair person to come out.. this went on until the 4th person came out to fix the refrigerator. He DID fix the problem, but in the process broke something else. He said he didn't have the parts to repair it and he'd order the parts and we'd have to wait... guess how long?... 2 WEEKS (to the day) for another repair person to come out. We paid good money for this Master Service Plan and ended up having to wait 10 weeks, in the middle of the summer, with a family to feed, working out of a cooler it the garage, to get our refrigerator back... It's the WORST customer service I have ever seen. And I don't understand why a company as big as Sears couldn't get someone out sooner than 2 weeks on each call. It was odd to me that every repair person (5 in all) all knew they were to tell us 2 weeks to the day for another repair person to come out. We were instructed to call customer service for an earlier repair date, which I did, every time, only to be told the soonest they had was 2 weeks... to the date. ughhhhhh horrible service!

October 18, 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 Ms. [redacted] complaint regarding her dishwasher.   Our records show that Ms. [redacted] purchased her dishwasher on September 20, 2015.  In accordance with Sears’ Return Policy, Ms. [redacted] had 30 days to return the dishwasher for a refund or an exchange.  Now that more than a year has lapsed since the dishwasher was purchased, neither a refund nor an exchange is an option.  While Ms. [redacted] carries a Master Protection Agreement (MPA) on the dishwasher, certain criteria must be met for a replacement; Ms. [redacted] has only had one qualifying repair completed to date, so a replacement cannot be considered.   With that said, the repair to Ms. [redacted] dishwasher was completed on October 17, 2016, with the installation of a sensor and pump drain.  If Ms. [redacted] still has concerns with the outer door cover, she can schedule another service call to address this cosmetic issue.  In the interim, since Ms. [redacted] dishwasher has been repaired in accordance with the terms of her MPA, we ask that this matter be closed.   We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The only condition is that this gets resolved and we do get a satisfactory replacement. I would prefer not to close the complaint until
it is 100% resolved and we have the replacement. 
Sincerely,
[redacted]

I have been trying to receive an order I placed for one month now. It was an order scheduled for instore pickup. They managed to "lose" the items. Then asked me to wait 3-5 days while they "figured out" what happened. No problem I waited. Never once heard anything from them. Called back, once again asked to wait. This time 24-48 hours. Once again waited. 2 1/2 weeks into the mess I decided to give up and request a refund instead. Was told it takes 3-5 days to process said refund. Very mad at this point but waited. No refund appeared so I called again. Was asked to wait another 3-5days while the manufacturer tried to figure out what happened. After demanding that someone call me when said problem is handled. Was told it would be taken care of in the next 24-48hours guaranteed. That night received an email asking me to wait 5-7 days. In what case would this ever be an acceptable way to treat a customer? I'm currently at day 6 of the final waiting process and still no refund. Will not be shopping through this company again.

Purchased all my major kitchen appliances at Sears approx. 3 years ago with the extended warranty. All were LG appliances. The refrigerator was already fixed once and now, it has another problem. I have had a repair man at the house 5 TIMES and it still isn't fixed. The appliances all have electronic codes to indicate what the problem is but apparently Sears Service can't figure these out because they require a repairman to come and look at the appliance and call the code in and then get a part for it. They came again yesterday and guess what - the last repairman ordered the WRONG part - now I have to wait another 1-2 weeks without a refrigerator! This was a $3000 refrig! I have never had problems with Sears Repair like this in the past. Every time a tech needs to come out that means I am missing at least a 1/2 of work - obviously Sears doesn't care about this and feels my time is not important. I think it is hilarious that on their service website they boast about repairing over a million refrigerators! How about selling ones that don't breakdown in the first place? Last time I buy from Sears!!!!

Initial Business Response /* (1000, 9, 2015/07/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
July 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted]

Dear...

Ms.[redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding calls that he is receiving.
After researching our database, we could not find where Sears was calling Mr. [redacted]. If this is in reference to a debt belonging to a Sears branded card or Sears branded MasterCard, Mr. [redacted] would need to reach out to[redacted] as they are the administrator of those cards and not Sears. We do not have any visibility into his credit with them and we have no way to provide assistance. If this is not related to a credit card, then if Mr. [redacted] could provide more detail on what the problem is and what number he is being called at, we would be happy to assist. In the interim, since Mr. [redacted] mentions a previous complaint and we cannot find one, which leads us to believe that his issue might be with[redacted], 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

November 9, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted]       [redacted]We have
completed our investigation [redacted] complaint regarding...

his
dissatisfaction with Sears Home Services.First,
we would like to apologize to [redacted] for failing his expectations in regard
to the repair of his refrigerator. Additionally,
we would like to assure [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 appreciate the opportunity to address the
customer service issues outlined within [redacted] complaint, so that future
problems can be averted.  On November 6, 2015, [redacted] was authorized an exchange under his exceptional parts warranty.   [redacted] reselected that same day and is expecting delivery on November 17,
2015.  While we ae unable to compensate [redacted] for his frustrating experience, we have processed a $100.00 gift card as
a conciliatory gesture. The request was submitted on November 9, 2015, so [redacted] should receive it in the mail within the next two to three weeks. With
that said, since an exchange has been processed for [redacted] and we have documented
his concerns with the repair process, we ask to have this matter closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]

August 12, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Richard [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 a refund for a part order he placed over a year ago, but alleges he did not receive.   It is unfortunate that we failed Mr. [redacted]’s expectations when he placed an order with Sears Parts Direct.  We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Penny Kennedy, Senior Customer Care Representative for Sears Parts Direct at (800) 795-5045, attempted to contact Mr. [redacted] by telephone on August 10, 2016, to discuss his concerns, but she was unable to reach him.  She left a message with her contact number inviting Mr. [redacted] to return her call and discuss this issue further.  Until Ms. Kennedy has had the opportunity to speak with Mr. [redacted], we can only reiterate that we regret any inconvenience he may have experienced.  We respectfully ask to have this matter closed, pending a response from Mr. [redacted], since we have noted his comments and must speak with him directly before completing the appropriate resolution for his issue.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki Goldberg Regulatory Complaint Specialist 512-248-7741 1-800-762-3049 Ext. 87741

Initial Business Response /* (1000, 11, 2015/10/09) */
October 9, 2015
Revdex.com
Attn:[redacted]
330 N. Wabash Ave., Ste. 2006
Chicago, IL XXXXX
Our File No.: XXXXXXXX
Revdex.com Case #: XXXXXXXX [redacted]
Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for...

contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. This letter serves as a follow up to my conversations with Ms. [redacted]'s daughter on 09/24/2015, 09/29/2015, 10/01/2015 and 10/05/2015. On behalf of SHIP please know that we value Ms. [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced.
SHIP is dedicated to its customers and 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. The finance company is going to redo the loan to meet Ms. [redacted]'s request. She needs to sign new loan documents for the new amount. She was sent a link via email she can go to and sign the new loan documents.
We appreciate the opportunity to address Ms. [redacted]'s concerns. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at X-XXX-XXX-XXXX extension [redacted], or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via First Class Mail

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
If you can, please extend my thanks to Sears. They have restored my faith in them and made me a SEARS first choice customer again. Thanks.
Sincerely,
Jameel [redacted]

I ordered a food processor through [redacted]. During usage, it broke. I called the customer service department and the manager told me that they were willing to sell me a new one at 15% off. Now WHY would I want to BUY a new one like that? Why wouldnt they outright replace the item for free especially when the item was just purchased? That was a SEVERE insult to my intelligence. The manager is Angie and her employee number is [redacted].
Thankfully when I went to the [redacted] store, the manager there was fantastic. But this person was absolutely horrible. I cannot believe that you allow this type of people to work for you.

(The consumer indicated he/she DID NOT accept
the response from the business.)
I would like to state that my washing machine has had the bearings changed twice and the mother board changed twice. Why does this count as only two repairs? Also what does "Unable to verify a problem mean?" It it now October 5th , I have been going to the laundry since August. I received a check today from Sears For 25.00. What is that for. Now where do I go? Do I just buy a new one and forget about the washing machine including the two more year coverage? I am totally discouraged. Any incite on this would be most gratefully appreciated. I have to buy a new machine soon. I cannot keep going to the laundry. Thank you.

May 20, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

  [redacted]   [redacted] We have completed the investigation of M[redacted] complaint regarding a Why Not Lease It (WNLI) agreement.     [redacted] Store Manager, provided the following response: Each step of the WNLI process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline.  [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to WNLI. Option 3: buy it out for $XXX.” WNLI has confirmed that consumers are also provided with a copy of this agreement via email. We want to make it clear that WNLI is a separate entity and M[redacted] agreement is with them. We cannot interfere; he will need to contact WNLI with any further questions regarding his lease. Should [redacted] have any other questions, I ([redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, 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

November 4, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Christina [redacted] Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint...

regarding the problems that she encountered when she attempted to return the candy that she purchased at a closing Kmart store.
Upon receipt of Ms. [redacted] complaint we reached out to James [redacted], Store Manager for Kmart Store 3594, to assist with Ms. [redacted] concern. Mr. [redacted] confirmed that the Kmart store is in the process of closing and that have signs throughout the store and at every register that “All Sales Are Final”. Mr. [redacted] also stated that the receipts are also stamped “All Sales Are Final”.
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms. [redacted] expectations. We do appreciate her feedback and can assure Ms. [redacted] that her complaint regarding the customer service she received will be reviewed and will be handled internally. As for Ms. [redacted] request for a refund, it would not be fair to make an exception for Ms. [redacted], when no one else has received one. Accordingly, as we were just adhering to the posted policy, we are unable to honor Ms. [redacted] request.
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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com