Sears Holdings Corporation

It's not productive when end up to your Lake sucess store in N.Y .Most of associated sales personal has language barrier problems and bad communication skills.Manager name Locus was worst of all and said he doesn't have time.This store should be investgate by [redacted] for consumer fraud advertising.

September 1, 2016     [redacted] Better...

Business Bureau 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]           Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding a recent purchase.   As clarification, our records reflect that the recliner Ms. [redacted] was provided with was new. There may have been some shipping tag attached from our warehouse, but it was not previously used. When asked to produce the receipt that is claimed as proof of being previously sold, our request was declined. Additionally, our facility is regularly scheduled for inspections and pest control treatments if necessary. There have been no issues recorded. Finally, our return policy clearly notes: “Indoor upholstered furniture, including recliners and sofas, and delivered wood furniture must be returned within 7 days of the delivery date.”  As such, we are unable to grant Ms. [redacted] request and we respectfully ask that this matter be considered 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] Specialist, Regulatory Complaints [redacted]

September 30, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted]
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Sheri' [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding non-receipt of a refund for her cancelled layaway, and her request for service for two rockers she previously purchased.   It is unfortunate that we failed Ms. [redacted]’s expectations when she recently used Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  With that having been said, we have confirmed that Ms. [redacted] paid $269.84 toward her layaway and after a $5 layaway fee and $15.00 cancellation fee were assessed, she was refunded $249.84 by check on August 29, 2016.  Therefore, the amount of the refund is correct, but it would not yet have reached Ms. [redacted] at the time she filed her complaint.  We ask our customers to allow up to 15 business days for delivery by USPS mail, and Ms. [redacted] filed her complaint approximately 5 business days after the check was issued.    In reference to Ms. [redacted]’s dissatisfaction with Sears being unable to locate her purchase of two rockers she so that she can request warranty service, we feel it is important to clarify that while Sears does retain some records for merchandise that we service, such as appliances and lawn and garden equipment, it is ultimately a consumer’s responsibility to retain proof of purchase and warranty records for any item they purchase.  As such, while we do empathize with Ms. [redacted]’s situation, we can only suggest that she contact the manufacturer of her chairs or a local service provider for repair at her own expense if she is unable to locate her proof of purchase and warranty information for these items.    We hope that in the future Ms. [redacted] will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed, since we have noted Ms. [redacted]’s comments and confirmed that the appropriate refund has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki [redacted] Regulatory Complaint Specialist [redacted]9 Ext. 87741

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL  60611   Re: # [redacted] - Kyra [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have not fully completed our investigation of Ms. [redacted]’s‘s complaint regarding service under her Sears Home Warranty.   We apologize for the delay in responding to this complaint.  We forwarded this matter to Cross Country Home Services who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response.  We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to complete our research.  In the interim, should Ms. [redacted] have any questions, she may contact me directly at 512-[redacted]   We apologize again 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 512-2[redacted]irect [redacted].[redacted]@searshc.com

Complaint: [redacted]I am rejecting this response because:  I don't want to close the case until the check is received.  I will notify the Revdex.com once the check is received and will close the case at that time.  Yes, we have decided to accept the monetary proposal but until that is received, please keep the claim open since we have not had a good experience with Sears keeping their word to us.Sincerely,
[redacted]

November 23, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  #10928568  - William [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’ complaint
regarding his...

dissatisfaction with the computer he received and his subsequent
request to return it at Sears’ expense for a cash refund.Upon receipt of Mr. [redacted]’ complaint, we revealed that
Sears had already provided him with an electronic return label.  Although it appeared that Mr. [redacted] was
aware of the condition of the item, since he stated to our associate that he
viewed the item online before ordering and then approved the order amount,
Sears absorbed the cost of the return shipping as a customer satisfaction
gesture.  However, a cash refund for the
item was not an option because Mr. [redacted] used a gift card to complete his
purchase, and our refund policy states we will issue refunds in the same form
as the original payment.  With that having
been said, once the item reached the warehouse and the condition of the
computer was confirmed, a request for a gift card refund of $177.94 was
released.  Mr. [redacted]’ gift card was
mailed on November 9, 2015, and is expected to arrive at the address he
provided with his order within approximately 15 business days from this
date.  We spoke with Mr. [redacted] on
November 23, 2015, to inform him of this time-frame.  Mr. [redacted] is welcome to contact Regulatory
Complaint Specialist Nicki [redacted] at [redacted] if he needs any further
assistance with this issue.  At this
time, we can only reiterate that we truly regret any inconvenience Mr. [redacted]
may have experienced.  Since the
requested resolution has been provided, we have closed our file regarding this
matter.We appreciate the opportunity to address this
matter.  Please feel free to contact me
if you have any further questions or concerns.Sincerely,Nicki [redacted]Regulatory Complaint Specialist1-800-762-3049 Ext. 87741

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # 11734285 - Cynthia [redacted]...

  Dear Ms. [redacted]:   We have completed our investigation of Ms. [redacted]’ complaint regarding the Sears Home Warranty she was mistakenly sold while being covered by a Sears Mater Protection agreement.   We have confirmed that the Sears Home warranty was cancelled as requested but we also understand that Ms. [redacted] has not yet received the full refund of those funds. We are currently waiting an update from Cross Country Home Services who is the obligor of the Sears Home Services Home and Appliance Warranty Programs. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted].   We apologize again and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com

February 25, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service and in response to his request to change the delivery address of his sears.com order.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed a layaway order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, a member of Sears’ Home Delivery team contacted Mr. [redacted] and made the delivery arrangements he requested.  As such, his refrigerator was successfully delivered on February 17, 2016.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and the requested resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted]

[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 Auto Center. We forwarded the information provided by Mr. [redacted] to the Sears Auto Center District and Regional Managers, who were aware of the situation. There is an ongoing internal investigation addressing the issue. Sears Holding Corporation does not make the results of such investigations public. That said we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

I purchased a 2015 [redacted] Dishwasher and with in a year and less than a month the dishwasher brome. Client Support said I would be charged for the inspection, parts and labor. I asked to speak with a manager and they said no. I later checked and their own warranty says that parts are covered up to 2 years and this was not offered to me. The only way they can make this right is repair this subpar product free of cost. I am completely dissatisfied.

September 28, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2[redacted]
Chicago, IL 60611
Re: #945[redacted]Eric [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his...

recent transaction.
According to our records, Mr. [redacted] filed a dispute with [redacted] and we accepted the chargeback on September 2, 2015. It seems there was some issue with that credit and a refund was issued on September 17, 2015 for $506.48. Since it appears that we have rectified Mr. [redacted] account, 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Tammie[redacted]@searshc.com

I have had a nightmare situation with Sears Home Appliance Repair dept. They have taken a month to come to my house to repair my appliance. They set up a date to come here and then never show up. They said they will replace my dishwasher but instead they plan to put a USED part for my dishwasher that they bought on [redacted]Y. 2 appliances have been dead in my kitchen for 2 months. Sears is horrible!! I have written to them and emailed me and they do nothing.

Complaint: [redacted]
I am rejecting this response because:  My first contact was with the Sears store in Topeka, Kansas on June 26th and on the same date I called the Parts and Repair Service Center at Sears.  I explained the problem to them and the message that was on the refrigerator board.  The message was "rdH" and I was told that it needed a new water filter.  Since it was to late and store was closed I was forced to wait until the next day to purchase a new water filter.  I replaced it on June 27rh and it wasn't very long and the same message appeared on the refrigerator.  I again called Sears and they told me it was a relay to the heater that controlled the defrosting of the refrigerator and a technician would have to check it out.  By this time I didn't have much trust in the results of my calls to Sears so I called the store to get the telephone number to a repair person that use and recommend.  I called him and he said that it could be a number of problems and that he would have to check out the refrigerator before he could give me an estimate for the repair. At that point I decided purchase the Sears Appliance Warranty with the hope of getting my repair completed quicker. of course this did not happen.  I don't believe or agree that this type of service complies with Sears service guarantee when I was told that when service is contacted tat the service in normally completed within 48 hours of the call. This what I an [redacted]et about:
1.  June 30-July 8-Our call into Sears that took 8 days to schedule a technician.  We were without our refrigerator from June 26th and realize Sears didn't get the request for a technician until June 30th which makes it 8 days before Sears can even get some out to check out the problem.  We were without our refrigerator for 10 days to this point and had to store our food with neighbors or take a loss for all the food. 
2.  July 8-July 13-It took 5 days to get a part when it was an emergency order.  This does not reflect and emergency shipment in my estimation.  If someone is in need of a part there is overnight service that is available.  If you or anyone was without a refrigerator that long it shows that customer service is not a priority with Sears. 
I was told when I purchased the Sears Appliance Warranty I was told what the program consists of and the coverage that it covered and didn't cover.  The problem again is that I was told that the normal response to a service call is 48 hours from the time the call was received or sometimes quicker.  This must have been an error on Sears since the time frame that Sears did my repair was within Sears service guarantee.  The service technician did his job in an excellent manner and gave us his direct telephone number so we could call him when the part arrived.  We called him and he responded the same day.  I feel that I should be compensated for this type of service as it 13 days from the time of the call in to the completed repair is very extreme.
If Sears feels like they did there best to take care of a customer, then they will continue to lose more customers.
 
 
 
Sincerely,
[redacted]

I purchased a refrigerator on 12/8/2016. Delivery was set for Monday, 12/12/2016 in the morning. The delivery truck never showed up, and they eventually called in the late afternoon to tell me that I wouldn't be getting my item until the next day. They promised the item on Tuesday, 12/13/2016 in the mid to late afternoon. At 6:45 pm I was told my delivery was once again cancelled. Now I won't be able to get it delivered until Monday 12/19/2016. I will be a week and a half without any type of refrigeration. I paid $899 for a refrigerator that I have yet to see. The Sears company is obviously not concerned about the customer after the initial sale. No effort has been made to make this better for me. No one from Sears has contacted me regarding my dissatisfaction.

July 26, 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 refrigerator.   Upon researching Ms. [redacted] concerns, we found that she has had several service calls completed, but only one part replaced.  The notes from three service orders indicate that her drain was cleared and/or maintenance was performed on her coils; these service calls are not considered as qualifying calls under the terms of her Master Protection Agreement (MPA).  Furthermore, our Protection Agreement Department has explained to Ms. [redacted] on more than one occasion as to why her request for a replacement has been denied.   In regard toMs. [redacted] allegation of water damage to her floor, she will need to contact our third-party claims administrator, [redacted], to file a damage claim.  She can call ([redacted] to open a claim and have a claims examined assigned to investigate the matter.  Per our protocol, once a consumer has been assigned a claim number through [redacted], they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim.   At this point, Sears can no longer assist with Ms. [redacted] issue, regardless of the decision made.   With that said, since we have completed the repair to Ms. [redacted] refrigerator according to the terms of her MPA and provided her with the contact information to file a damage claim, we ask that this matter be closed.   We appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist

August 30, 2016
 
 
Nita [redacted]
13);">Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted]– Ian J[redacted]    
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted]’s complaint regarding her water heater.
 
According to our records, the order was placed under the name Audrey [redacted]. Mr. [redacted]/Ms. [redacted] did not select installation when the order was placed and that service was not paid for. Delivery and installation are two separate services with separate fees that are listed on the site. In the interest of consumer satisfaction, we offered to send a $150.00 gift card and it was accepted. It seems that there was an issue with the email address, but this was resolved and installation service was purchased with that gift card on August 16, 2016. The work was performed on August 22, 2016. Accordingly, we have closed our file.  
 
We apologize to Mr. J[redacted] and 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]
Email: [redacted].[redacted]@searshc.com
Tell us why here...

November 28, 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 lease.     
 
Store Manager [redacted] provided the following response:
 
We have arranged for the range hood to be picked and a new lease was setup for the correct item Ms. [redacted] wanted. Should she have any other questions or concerns, 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 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

Complaint: [redacted]
I am rejecting this response because:
We do not trust the Sears Company to have their employees try to fix the stove gas leak since they caused the problem in the first place.  Originally, the burners on the stove did not work and so the Sears technicians came out several times,  pulled the stove out each time,  which caused the gas line to leak.  Sears won't provide any compensation because the leak occurred after their 30 day policy.
The fact is that the company only cares about their limited time policy, not the safety of their customers.  The gas leak could have been catastrophic.  So, we will no longer purchase or do any business with Sears.
Sincerely,
[redacted]

August 22, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Blair [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience and request for a refund.   It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. 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 both orders we found that she was provided with a return tracking number to return order number [redacted]. Sears Online advised that she only needs to drop the item off at a UPS location. Once the item is returned, then a full refund will be processed. As for order [redacted], we show that a refund has not been initiated. Once Ms. [redacted] begins this process then she will be provided with a return tracking number and will need to drop the package off at a UPS location in order to receive a refund. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since we are only awaiting Ms. [redacted] to initiate the return process for one order and drop off the package at UPS for the other order, we respectfully ask to have this matter closed, pending receipt of both orders.   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

Tell us why here...November 4, 2016
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: 11782298/ Maria and Seth [redacted]
Via:...

n[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. We made repairs to Mr. [redacted] hvac on 11/03/16. I spoke to Mrs. [redacted] on 11/03/16, who verified the unit is working and she is satisfied.
If you have any questions or concerns, please contact me at 800-222-5030 x [redacted] or via email at Jeanne.[redacted]@searshomepro.com.
Sincerely,
[redacted] Freeman
SHIP/HI Regulatory Complaint Specialist
cc: Maria and Seth [redacted]