Sears Holdings Corporation

November 2, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Eric Andrew [redacted] Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his...

dissatisfaction with our customer service and the problems encountered when scheduling a repair for his washer.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a washer repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen, in Mr. [redacted] case the technician needed to spend a longer amount of time at more than one stop. We apologize that Mr. [redacted] service appointment had to be rescheduled. We reviewed the service order and our records indicate that Mr. [redacted] chose not to reschedule his appointment and the service order was cancelled.
We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

March 14, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted] [redacted]   [redacted]
We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and the delay of her store pick-up order.   It is unfortunate that we failed [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Our records indicate that some of the items [redacted] ordered were available February 29, 2016, and some were available March 2, 2016, and as such the order status was held until all items were ready for pick up.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced due to this issue.  We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed since we have noted [redacted] comments and we have confirmed that her order was available for pick up within a reasonable time frame.   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]

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

60611 
Re:  #[redacted]–Kim [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted] complaint regarding her request to receive a price match credit, which was denied.
 
In the interest of consumer satisfaction, we have granted Ms. [redacted] request and a credit for $134.74 was issued to her account today. We ask that she allow 3-5 business days for her credit to reflect. 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]) [redacted]
[redacted]@searshc.com
 
Tell us why here...

November 28, 2015
[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]We have completed the investigation of [redacted]
complaint regarding his online order...

experience and non-receipt of a refund.It is unfortunate that we failed [redacted] expectations
when he initially placed an order for a lawnmower and received a different
item. We can understand [redacted] frustration with the series of events detailed
in his complaint. We regret that this incident occurred, and we can assure that
his concerns have been forwarded to management for review so that future
problems of this nature can be averted. After contacting Sears Online, we found
that Mr. [redacted] should have received the refund gift card by now. However, since
he has not Sears Online re-issued a replacement gift card of $150.00 which will
arrive via [redacted] Mr. [redacted] can expect to receive the gift card within 14
business days from November 25, 2015. Additionally, we hope that in the future Mr.
[redacted] will allow us another opportunity to provide him with a better example of
customer service that we have built our reputation upon. In the interim, since
a replacement gift card has been generated and will be received in the mail
shortly, we respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter.  Please feel free to contact me
if you have any further questions or concerns. Sincerely,  [redacted]Regulatory Complaint SpecialistSears Holdings Corporation

January 10, 2017
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  [redacted]           
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding a recent purchase.    
 
District Manager [redacted] provided the following response:     
 
The Snow Thrower was purchased during liquidation and it was a floor model and sold as is. It was missing the manual and sheer pins as he notes, but we printed the manual and ordered the sheer pins for him. It was our understanding that he has the sheer pins and manual in his possession now. In regard to the key, all snow throwers have the key already in the unit at time of purchase. This snow thrower was no different and the customer took it home with the key.  The power cord in question is not an item that comes with snow throwers.  There are no snow throwers we sell that come with a power cord.  It is recommended that the customer us a 3 prong extension cord for the electric start.
The [redacted] Outlet in question we will be more than willing to refund for the customer.  Unfortunately being in liquidation once an item is sold out we no long are replenishing them so a refund is the only option for the [redacted] outlet. If Mr. [redacted] wishes to return the [redacted] outlet, he must bring it in prior to the closing of the store. for any question, he may call [redacted] during normal business hours.
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 Complaint Specialist
Sears Holdings Corporation 
Tell us why here...

May 13, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]
We have completed the investigation of [redacted] complaint regarding a watch sent off for repair.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Operations Market Leader, has attempted to contact [redacted] via phone, however, he was not available.  We would like to offer [redacted] a replacement watch or a refund.  [redacted] can come to the store he purchased the watch from and we are happy to honor either of these concessions.  That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]

November 29, 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 order for patio furniture.
 
We would first like to note that Ms. [redacted] purchased her items from one of our Marketplace vendors[redacted]. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program.  The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination.  Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors.  For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. 
 
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the purchase is subject to the terms of each seller’s individual return policy. As a courtesy, we have contacted the seller and they assured us that they had sent replacement pieces to Ms. [redacted]. We hope that this brings some closure to Ms. [redacted] on this matter. As this decision is in accordance to our posted terms and conditions, 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,
Specialist, Regulatory Complaints
[redacted]
Email: [redacted]

Initial Business Response /* (1000, 19, 2015/06/03) */
June 3, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted] K [redacted]

Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]' complaint regarding...

his dissatisfaction at not being to exchange his dryer after our 30-day return/exchange period.
As clarification, when merchandise is delivered, a customer will signed off on the manifest confirming that we delivered the correct items, and it also states the following: Please check your delivered item for damages upon arrival. You have the right to refuse damage items. You must report any visible damage within 72 hours of home delivery to be eligible for a refund or exchange. If delivered items with visible damage are not reported within this time frame the refund or exchange will not be accepted. Upon receipt of Mr. [redacted]' complaint, we investigated and reviewed the salescheck number that Mr. [redacted] provided for the purchase of the dryer. According to the receipt, the purchase was made on July 3, 2013 which almost 2 years ago.

Even though Mr. [redacted] stored the dryer in a warehouse for almost 2 years while his house was under construction, it is a consumer's responsibility to inspect any delivered item within the 72 hour period. With that being said, Mr. [redacted]' request to exchange the dryer has been denied. However, for customer satisfaction and his continued loyalty, we offered Mr. [redacted] a 30% product discount towards the purchase of a new dryer from Sears. Mr. [redacted] did not accept our offer. We did inform him that the offer will be available until June 17, 2015. We feel our offer is more than reasonable considering that the dryer no longer qualifies for an exchange. Mr. [redacted] may contact Regulatory Complaint Specialist [redacted] Seelig at (XXX) XXX-XXXX or [redacted]@searshc.com on or before June 17, 2015 if he would like to accept our offer. Since we have addressed the concerns brought forth in Mr. [redacted]'s complaint and have a provided a direct contact should he decide to accept our offer, we have closed our files.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 21, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that Sears has an inspection policy with a deadline but I have purchased appliances for new homes in the past and have never had this problem before. Also I have been building new homes and installing new appliances for over 30 years and it is not practical to uncrate a new appliance until it is ready to install in the home. I KNOW that the product WAS NOT DAMAGED while in my possession. It was not touched by anyone other than myself. It is obvious that Sears is attempting to improve their bottom line by not taking care of their customers and their problems. It is sad that a corporation of that magnitude and history has forgotten what CUSTOMER SERVICE is really about and the outcome will not be to their liking. Their future is dim!
Final Business Response /* (4000, 23, 2015/06/17) */
June 17, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted] K [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]' rebuttal to our response regarding his dissatisfaction at not being to exchange his dryer after our 30-day return/exchange period.
We have Mr. [redacted]' rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the policy, we are unable to grant his request for an exchange. The fact remains that the dryer Mr. [redacted] purchased was made on July 3, 2013 which almost 2 years ago.
As previously mentioned, Mr. [redacted]' request to exchange the dryer has been denied. However, for customer satisfaction and his continued loyalty, we offered Mr. [redacted] a 30% product discount towards the purchase of a new dryer from Sears. Mr. [redacted] did not accept our offer. With that being said, we feel our offer is more than reasonable considering that the dryer no longer qualifies for an exchange, our decision is final.
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
XXX-XXX-XXXX
[redacted]@searshc.com

August 16, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted]–Cathy [redacted]            
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’ complaint regarding her recent purchase.
 
Arrangements were made to pick up the merchandise in question and a full refund was issued today. Ms. [redacted] should see the refund on her account within 3-5 business days. Accordingly, we 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
([redacted]
Tammie.[redacted]@searshc.com
 
 
 
Tell us why here...

Initial Business Response /* (1000, 7, 2015/07/15) */
July 15, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted] - [redacted]

Dear Ms. [redacted]:
We have been unable to complete the investigation of Mr. [redacted]'s...

complaint regarding the delay in the return of his lawn mower that he dropped off service.
Upon receipt of Mr. [redacted]'s complaint we researched the service order and discovered that when the store received Mr. [redacted]'s mower, the information entered into the system was incorrect. The order indicated that the mower was to be sent to service unit [redacted] for the repair, but it should have been entered to send to service unit[redacted]. Since the store only ships to unit[redacted], the mower was sent to the correct service unit,[redacted]. However, without the information in the system, unit[redacted] did not assign for repair until June 15, 2015. According to our records, unit[redacted] contacted Mr. [redacted] on June 17, 2015 with the repair estimate and he approved it. In the meantime, unit [redacted] was still waiting to receive Mr. [redacted]'s mower, and on July 3, 2015 they determined that it must be lost, so that service unit decided to offer Mr. [redacted] a replacement. According to the notes, when unit [redacted] made the offer, Mr. [redacted] informed them that he had already received the repaired mower (from unit[redacted]). We apologize for the frustration and inconvenience this experience may have caused Mr. [redacted].
Mr. [redacted] mentioned that he had to pay a landscaping service to mow his lawn. We made multiple attempts to contact Mr. [redacted] and left voicemails with my contact information. Since he has not responded, we are unable to resolve Mr. [redacted]'s issue until we have the opportunity to discuss the matter with him. He may contact his case manager [redacted] at (XXX) XXX-XXXX or via email at [redacted]@searshc.com. In the interim, we will consider this matter closed, pending his response.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com

Awful. Just terrible customer service. Completely overcharged us almost $140 over the original quote for new tire installation. We ordered 4 new tires to be put on our vehicle and waited a MONTH for them to come in. We set up an appointment to have them put on for 8 am and left our key in the overnight drop box the night before. We call back 2 1/2 hours after our appointment only to find out they "didn't see the key" in the drop box so hadn't even started work. They then called and said, 'oh the tires are the wrong size that you waited a month for... but we have comparable ones. So we will put those on, charge you an extra $85 to align them, and you need more expensive tire valves as well.' I tried calling back for AN HOUR to try and get them to stop with the installment all together ---the DEALER will do all of this for almost $100 cheaper! They did not answer repeated calls for this hour, I had to drive to the store myself and speak to the manager an hour after their original phone call to try and stop the installment, but the tires had already been put on and they would not remove them. They refused to price match the dealer. We are absolutely, positively never going back. I advise you to do the same.

December 12, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611
class="InsideAddress">  Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and non- receipt of a refund for a cancelled order.   It is unfortunate that we failed Ms. [redacted] expectations when she recently purchased an exercise bike from our Sears Store. We value her patronage and can understand her frustration with the events detailed in her complaint. We regret that this incident occurred, and we can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  As a result of this action, we revealed that an address correction was needed for the refund check sent to Ms. [redacted]  Therefore, management of her local Sears Store spoke with her directly and offered a cash refund to her.  Our records indicate that Ms. [redacted] accepted this offer and indicated that it met with her approval.  Ms. [redacted] is welcome to contact [redacted], Manager for Sears Store number [redacted], if she has any further questions about this issue.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We respectfully ask to have this matter closed, since we have noted Ms. [redacted] comments and an equitable resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [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 Ms. [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. I have authorized the replacement of Ms. [redacted] refrigerator. I have also contacted Ms. [redacted] and informed her of the approval to replace. In the event Ms. [redacted] has any questions or concerns regarding her authorization, she has my office number and email address and has been invited to contact me if needed. At this time, since we have authorized Ms. [redacted] refrigerator for replacement, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is not with the store and it employees. The Store managers has gone above and beyond for me. I have a complaint with the customer service department, that they have you call if you have a problem. They hung up on me three times were very rude. Also I had the electrician come to the house and test my outlet and It does not have reverse polarity. I appreciate the help from the store manager but after I spoke with him I called the electrician and he came out the next day to test the outlets. Everything is hook up correctly and passed inspection 100 percent. Since my kitchen was just remodeled. So he offered me to come and get the my old frig back but after the electrician came out and told me there is nothing wrong with my outlet. I still have the second frig. Basically my problem is the way I was treated every time I spoke to someone in customer service. I want something done to help me with my loss of work, time ( I spent close to 4 hours in two days just on the phone) and most importantly the food that I lost.

On 8/28/16, I purchased washer/dryer, dryer side vented, for delivery and installation. On 8/31/16, washer/dryer delivered and installed. Dryer was installed rear vented, not side vented as requested. I called that night and was told someone would be out 9/10/2016 to pickup Dryer and take back to warehouse to side vent Dryer.

On 9/11/16, I was told by warehouse they could not side vent this unit and to go to a physical store to ask for a switch out. I went down to the local store and was told I could not switch out, but needed to buy from him and tell the warehouse to issue me a return on the Dryer. I didn't want to pay again for another Dryer while waiting for a return so I called back into customer service.

They advised me that they would need to find another Dryer that would be able to be side vented, which was $200+ more dollars than I originally paid for. Then, I asked to just return everything. I wanted all of my money back and to come pick up the washer which was still at my house.

On 08/15/16, washer and installation components were picked up. I was told it would be 7-10 business days for my refund of the purchase. On 8/23/16 I called again checking on refund status as washer and components were refunded but not the Dryer. I was told I needed to wait until the full 10 days have been completed.

On 10/02/16, I called to check on refund status because the Dryer was never refunded. I was told the Dryer was never issued a refund, was asked a series of questions about the Dryer to verify its location. Was told that they will look into it. Will email me with an update and should receive the refund 7-10 business days from when they find it.

Really? This is the worst display of customer service I have ever encountered. I'm now getting charged interest on my credit card because the refund was never issued. I wasted a month of phone calls and personal time on a washer/dryer I never got to use. Please use this for what NOT to do when someone is given the wrong Dryer. Completely Dissatisfied!

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

align="left">  Re: Keira V [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her room air conditioner. Sears Home Services has authorized the replacement of Ms. [redacted] air conditioner. All Ms. [redacted] needs to do is to go to her local Sears store and advise her sales associate that her air conditioner has been approved for replacement. The sales associate will assist in processing the exchange and setting up the installation of the new unit and haul away of the old. Since we have authorized the replacement of Ms. [redacted] air conditioner, 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

May 23, 2016
Roman">
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]
[redacted]
We have completed the investigation o[redacted] complaint regarding his allegation that damage was done to his home by his washer. 
Due to the nature o[redacted] concerns, he needs to contact [redacted], our third-party claims adjuster with any concerns. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final.  If [redacted] has any questions regarding his claim, he can contact [redacted], his claims examiner, at [redacted] and reference claim number [redacted]. As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears.  [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim.  In the interim, since [redacted]’s issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.
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 Complaints Specialist
[redacted]

I purchased a water heater on 7/29/15. Sears was to call snd confirm delivery the night before. No call. I paid extra for weekend delivery and an unable to schedule a plumber since Sears does not install. I called and weny on-line for assistance. No help. Was told to call store which does not open until later in the day. I am trapped at home with no hot water for days. Slow in-store local delivery and no delivery confirmstion. For less than the nearly $80.00 delivery cost, I could transport the item for less time and money. I believed the salesman. Sears broke its promise.

February 9, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Esther [redacted] - # 11114870   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted] complaint regarding her washer.   First, we would like to apologize to the Ms. [redacted] for failing her expectations in regard to the repair of her washer.  Our records show that Ms. [redacted] purchased her washer on September 23, 2008, and delivered on September 24, 2008; the manufacturer’s warranty expired on September 24, 2009.  While we empathize with Ms. [redacted], she is not entitled to a replacement as her warranty expired approximately five and a half years ago.  Furthermore, we do not show any service completed on her washer by Sears Home Services prior to the current repair.   On February 6, 2016, the technician returned and installed the previously ordered parts; completing the repair.  Ms. [redacted] was charged for the repair, but the cost reflects a 20% discount.  In summary, since we have documented Ms. [redacted] concerns with her washer repair and explained why we are unable to honor her request for a replacement, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   Melissa [redacted] Regulatory Complaints Specialist

April 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding her...

dissatisfaction that the refrigerator she purchased failed sooner than expected and her request for food loss reimbursement. We apologize that [redacted] refrigerator failed after within 24 hours of delivery. 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 inconvenient this can be to a consumer. We would like to clarify that food loss is only reimbursed on refrigerators or freezer that are covered with a protection agreement. We reviewed [redacted] account and a protection agreement was not purchased. Therefore, [redacted] does not qualify for food loss reimbursement. We can also understand how frustrating [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience. With that being said, we did make an exception and as a one-time courtesy, we offered [redacted] $200 for food loss reimbursement. [redacted] accepted the offer and she should receive the reimbursement check within 10 – 14 business days. Since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]