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Sears Holdings Corporation Reviews (5890)

October 27, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       Judy Y[redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed our investigation of Ms. [redacted]’ complaint regarding her refrigerator.   It is unfortunate that we failed Ms. [redacted] expectations in regard to the repair of her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her 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 Ms. [redacted] concerns to the appropriate management team for further review.    Although several repair attempts were made to Ms. [redacted] refrigerator, it was determined on October 25, 2016, that the unit should be replaced under the Master Protection Agreement (MPA).  Ms. [redacted] was contacted and advised that she was authorized $3,599.99 towards a new refrigerator from Sears.  Ms. [redacted] selected a new refrigerator on October 25, 2016, and is scheduled for delivery on November 2, 2016.  We will monitor the delivery to ensure that the remaining MPA coverage transfers to the new refrigerator. Also, under Ms. [redacted] MPA, she is entitled to $250.00 food loss per year.  Ms. [redacted] can file a claim by calling (800) 827-6655.  If she encounters any issues in filing a claim, she can send an email to Melissa.[redacted]@searshc.com.  In the interim, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed.   We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, Melissa [redacted] Regulatory Complaints Specialist

August 4, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #1[redacted]     Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’ complaint regarding some points she claim were missing from her account in relation to a purchase and her Shop Your Way Rewards (SYWR) account.   We want to note that Ms. [redacted]’ purchase was made in March of 2015 from what she stated. This means that almost a year and a half have elapsed since that time. As such, we would not have any records on file any longer concerning what promotions, if any, were active at that time. We have only found one purchase on file for her under the phone number she supplied. This was for an LG branded washer and dryer purchased on March 3, 2015. The purchase was made form a Hometown Store location in Tucson on Costco Drive. Hometown stores do not participate in any promotions offered by the SYWR program and a SYWR membership number was not listed on the purchase.   While we see no evidence to support the fact that Ms. [redacted]’ purchase qualified for the points she noted as illustrated above, we have added $100.00 worth of points to Mr. [redacted]’ SYWR membership number [redacted] as a courtesy. The PIN was sent to the email address we had on file for that account ([redacted].) These points will need to be used within 12 months or they will expire and they will be removed from the account. 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 ([redacted].[redacted]@searshc.com

January 3, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of the [redacted] rebuttal to our response regarding their allegation that the installation contractor installed the incorrect bottom trim kit during the installation of their oven and damaged the cabinets.
Upon receipt of Ms. [redacted]’s rebuttal we reached out to the installation contractor regarding the damage claim that was filed on December 21, 2016; claim [redacted] The contractor confirmed that they, as well as, their carpenter have made multiple attempts to contact Ms. [redacted], but they have not been able to make contact. On December 30, 2016 the installation contractor made contact with Ms. [redacted] and she stated that she does not pick up the phone unless she recognizes the number. She was informed that the carpenter was trying to reach her, and she requested that he call her and leave his phone number. That same day we made contact with Ms. [redacted] and she stated that she already had her own handyman repair the cabinets and she was tired of waiting. We explained that the damage claim was just filed the previous week. She stated that she was tired of dealing with the whole process and took it upon herself to pay for the repair without providing estimates to the installation contractor. Ms. [redacted] stated that she was charged $170.00. We informed Ms. [redacted] that the installation contractor already had a carpenter set up to perform the work and it is possible that they may not approve the amount. She stated that she understood and she would work with the contractor in regards to the damage claim. With that being said, since we have addressed the issue brought forth in Ms. [redacted]’s complaint, we have closed our file.
We apologize to the [redacted]s 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]

December 22, 2015 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] We have completed the investigation of [redacted] complaint regarding his washer and his request to have the unit exchanged. Upon researching [redacted] concerns, we found that his washer has had four service calls since the unit was purchased in August of 2015; however, only one repair was completed.  The first service call was on October 8, 2015, during which the technician instructed [redacted] on the operation of the washer.  On November 9, 2015, the technician found that the drain pipe was kinked, which inhibited the water flow to the washer; he corrected the issue and found the washer to be working properly.  On November 11, 2015, the technician returned to [redacted] home and instructed [redacted] on the water level settings; he found no issues with the operation of the unit.  The only repair was completed on November 28, 2015, during which the technician calibrated the board.  While [redacted] is dissatisfied with the washer, it appears that his problems stem from not using the unit properly.  We strongly suggest that [redacted] review the owner’s manual so he can operate the unit in accordance with the manufacturer’s recommendations and avoid unnecessary customer instruct service calls.  At this time, neither an exchange nor a refund is an option, since [redacted] is outside Sears’ 30-day Return Policy.  Lastly, we would like to clarify that we do not define ourselves strictly by the terms of the policy and we have made exceptions from time to time, but we do not find that [redacted]’s situation warrants such a consideration.  With that said, since we are unable to grant [redacted]’s request for an exchange, due to the aforementioned reasons, we ask that this matter closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

December 20, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: #[redacted]Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]
complaint regarding his dissatisfaction...

with our customer service and cancellation
of his sears.com layaway order.It is unfortunate that we failed Mr. [redacted] expectations when he recently used Sears’ online layaway services. 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. 
We are uncertain as to why Mr. [redacted] may have received an email
notifying him of cancellation, since it appeared that his layaway was still
active when he contacted us by telephone and upon our receipt of this complaint.  In fact, his account showed that he had
already paid a total of $816.11 toward a balance of $1,088.15, but our system
had not yet updated the final payment date and amount due.  Our records show that Mr. [redacted] was later contacted
when his order was updated and advised that he may resume making payments if he
desired to do so.  His next payment of $0.02
is due January 7, 2016, and his final payment amount of $272.02 is due January
21, 2016.  Mr. [redacted] may proceed with
payments or cancel his order directly from his personal profile.  If he chooses to complete his payments he
will receive information about delivery within the time frame explained at the
time he placed his order.  At this time,
we can only reiterate that we truly regret any inconvenience Mr. [redacted] 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 no further resolution can be provided at this time. 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]

Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
October 27, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Francisco J. [redacted] # 94572998
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s rebuttal regarding service on his refrigerator.
We have received Mr. [redacted]'s 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 service he received, we are unable to grant his request for any type of compensation. The fact remains that Mr. [redacted]'s refrigerator is working as designed and no repairs are needed. While we und understand that he is concerned that the unit will break down again in the future, we cannot anticipate such occurrences and any future repair will be at Mr. [redacted]'s cost. 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 Mr. [redacted]'s case we do apologize that we failed his expectations, but we feel that nothing further is needed as he has a functioning refrigerator and 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,
Erica [redacted]
Regulatory Claims Specialist
[redacted]
Erica.[redacted]@searshc.com

Nita [redacted] Revdex.com
font-family: Arial, sans-serif;">330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr. **’s complaint regarding the service on his refrigerator.   After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigerator. The replacement was processed on August 16, 2016 and delivery is set ofr August 18, 2016. Since it is our understandi9ng that this resolution met with Mr. **’s approval we have closed this file.   We apologize to Mr. ** 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,   Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 5[redacted] Vanessa.L.[redacted]@searshc.com

September 27, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Sue [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services.   First, we would like to apologize to Ms. [redacted] for failing his expectations in regard to her refrigerator repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted].   Upon receiving Ms. [redacted]’s complaint, we contacted Loretta [redacted] with unit 7983 for assistance.  Ms. [redacted] was able to move the repair to September 26, 2016, and our records show that the technician completed service that day.  Additionally, Ms. [redacted] followed up with Ms. [redacted] to ensure that the repair was completed to her satisfaction.  Ms. [redacted] mentioned in her complaint that she incurred food loss.  Since she carries a Master Protection Agreement (MPA), Ms. [redacted] can file a claim by  calling our Protection Agreement department at ([redacted]) [redacted]; her agreement provides up to $250.00 in food loss reimbursement per year.  Additionally, my office has processed a $50.00 check to reimburse Ms. [redacted] for the ice she purchased while her refrigerator was being repaired.  The check was requested on September 27, 2016, so Ms. [redacted] should receive it in the next two weeks.  With that said, since we have completed the repair to Ms. [redacted]’s refrigerator and documented her concerns with the repair process, 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

Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
September 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Mary [redacted] # 94570814
Dear Ms....

[redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the installation of her dishwasher.
We have received Ms. [redacted] complaint and apologize that Ms. [redacted] dishwasher installation did not go as planned and took longer than expected. We value Ms. [redacted] patronage and can assure her that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We We have processed Ms. [redacted] gift card, per her request, in the amount of $100.00. The gift card will be received in 7-10 business days to the address listed on this complaint. That being said, because we have provided Ms. [redacted] with her requested resolution, 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,
Erica [redacted]
Regulatory Claims Specialist
[redacted]
Erica.[redacted]@searshc.com

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Cortney Shea [redacted] #94573603
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]' complaint regarding a...

refrigerator purchased from Sears.
Sears Delivery Solutions records indicate that Ms. [redacted] replacement refrigerator was delivered to her home on Saturday, October 10, 2015. The exchange was processed on October 7, 2015. We truly apologize for any inconvenience Ms. [redacted] may have encountered- At this time, since we have exchanged Ms. [redacted] refrigerator, 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

April 21, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding a recent oil change at one of our auto centers.
We have received [redacted] complaint and apologize that upon completion of her oil change, she found that the sticker was not placed on her windshield.  We reached out to the local auto center who stated they contacted [redacted]  She came into the auto center on Monday, April 18, 2016 and the undercar and underhood were checked and the oil sticker was placed on her window.  [redacted] was also given copies of all services that were done.  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 4, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her dissatisfaction...

with our customer service and
non-receipt of a refund for items returned to sears.com.It is unfortunate that we failed [redacted]
expectations when she recently placed an order with Sears. 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. 
Additionally, we have confirmed that refunds of $12.62 and $14.73 were
issued to [redacted]’[redacted] ending in [redacted] on October 9, 2015.  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 [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]

October 27, 2015
Revdex.com
[redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
[redacted]
The reimbursement check has been issued for the out of pocket plumbing costs. The check was mailed to [redacted] last week. I have contacted her by phone to inform her of this update and estimate that she should receive this check within 14 business days.
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 she may have experienced. If you have any questions or concerns, please contact me at [redacted]
Sincerely,
[redacted]
[redacted]
[redacted]

February 18, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Kenneth A. [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order.   It is unfortunate if we failed Mr. [redacted]’ expectations as we value his patronage. We can understand his dissatisfaction with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his orders we found that a refund of $10.18 was processed on December 4, 2015, under return receipt number 093004799210 for the [redacted] 56 Pocket Bucket Bag in order number [redacted]. Additionally, we have reached out to the Shop Your Way Rewards department to ensure that the remaining amount is properly refunded to his SYWR account. In reference to order number [redacted], we show that the 16mm Wrench 6pt. combination was canceled and Mr. [redacted] was not charged for this item. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. In the interim, since we show 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

November 2, 2015[redacted]Revdex.com...

330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and return process for an item she purchased from sears.com.It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. 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.  Additionally, we have sent an email directly to [redacted] to inform her that since we have confirmed that a full refund was issued by our store, the credits she received from sears.com have been reversed.  At this time, we can only reiterate that we truly regret any inconvenience [redacted] may have experienced.  We hope that in the future she will allow us the opportunity to provide her with an example that better represents 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 her additional comments confirm that she has received the appropriate refund.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely,  [redacted]

December 21, 2015 [redacted]
12pt;">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 washer and her request to be refunded for the product. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer.  While a refund of her washer is not an option, as she is outside the 30-day return policy, she is entitled to a full refund of her Master Protection Agreement (MPA) while the one-year manufacturer’s warranty is in effect.  In other words, Ms. [redacted] cancel her MPA without penalty until February 23, 2016, if she is still dissatisfied with Sears Home Services. As to the repair of her washer, it is our understanding that a Sears technician installed the parts that were previously ordered on December 17, 2015; completing the repair.  Furthermore, we would like to assure Ms. [redacted] that we do not take her concerns lightly and we have documented her valuable feedback.  With that said, since we have completed the repair to Ms. [redacted]’s washer, albeit later than expected, and registered her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

I hired Sears to repair my front left burner on my stove. The burned had been broken for quite some time and I just hadn’t been in a hurry to fix it. But after making it through the holiday cooking season with just 3 burners, I decided it was time. Finally, my husband and I decided to call Sears to get the one front left burner fixed. The number we called throughout this entire situation has been ([redacted].
We set up our original appointment for Thursday March 24th 2016 with a time window of 3pm-6pm. I’m not 100% sure on the time window but it was somewhere in that general area, I believe. The tech arrived right on time, at approximately 3pm. He was pleasant and did a good job. He took apart the stove and determined that we needed a new part for the front left burner. He then put the stove back together.
I had to leave while the Sears technician was still there working, as I had a doctor’s appointment. He had quoted me $320.72, at 3:12 pm, for the part plus the future labor. I know the exact time and dollar amount because I took a picture of his computer screen before leaving. He did tell me he wouldn’t have the grand total until he was done. I told him no problem.
The burner piece that the first Sears technician had ordered, arrived the week of March 28th. It was actually shipped directly to my house, which no one informed me of. I was not expecting a package. But again, there was no problem with it shipping to my home and it arrived on time. I guess the biggest issue I had up until that point was a lack of communication between Sears’s staff and me and my family.
We had set up our second, follow-up appointment for Wednesday April 6th 2016 while the first technician was still at our house working. We choose the time window of 1-5pm. This time I am 100% sure of the time window. I had wrote the time slot down, along with the date, because I had been on my way out the door for my doctor’s appointment. My father sat upstairs while the first tech finished up and I left with my husband to my doctor’s office.
On Wednesday, April 6th 2016, my father, who is handicapped, came upstairs in our home and waited for the technician to arrive from 1-5:30. By 5:30, I arrived home from work. To my surprise, my dad told me the tech never came and he also never called. Living so long without the front left burner, I was not super inconvenienced that the tech did not arrive. I was, however, very pissed off that the company wouldn’t call and let us know that either they were late, or that they weren’t able to make it that day. Again, another example of the poor communication between Sears and us. I went ahead and cooked and fed my family, assuming that the tech was not coming this evening.
We cleared the table and had just headed upstairs to take shower. By this point, it was after 6:45pm. And what do we hear, a knocking on our front door. The technician arrived at 6:45pm, over an hour after his time slot. This tardy, second technician did not mention anything, NOTHING at all for his tardiness. No apology. He did not even acknowledge the fact that he was late. He never mentioned the fact that he didn’t call. Nothing. He didn’t even acknowledge that he had inconvenienced our family, namely my handicapped father who faithfully sat RIGHT next to the front door for 4.5 hours. Since he is a very slow mover/walker, he sat right there, scared he wouldn’t make it to the door in time if he left his post.
When this second tech finally arrived, I was beyond pissed off. I went upstairs to shower while my husband remained downstairs watching TV until the tech finished in the kitchen. When the tech was done, all he did was turn and walk toward the door, sheepishly saying “bye-bye” as he proceeded to leave. My husband was alarmed by the complete lack of professionalism from this second tech. Starting with the complete lack of communication beforehand, a complete lack of acknowledgement while he was “working”, and now finally even exiting our home, he neglected to make eye contact and basically just was going to walk right out of our house. My husband, concerned over the tech’s odd behavior requested for paperwork to sign, a receipt, just SOMETHING in writing. The tech said there was nothing like that and he left.
The next day, on Thursday, April 7th 2016, when I got home from work, I started to preheat the oven to make my family dinner. I started cleaning up around the kitchen and also prepping the chicken, knowing I had a good 10min before the oven would be preheated. When I turned back toward the oven, I noticed what appeared to be smoke emanating from underneath of the glass stove top. I thought at first that something had fallen on the heating element and was just burning off from within the oven. I opened the oven and it was only really then that I could clearly see that the smoke WAS in fact coming from underneath the burner glass top.
After getting that close to the smoke to investigate, it was then that I also noticed the smell. Now, mind you, the oven wasn’t even 200* at this point. I turned back and the light coming in from the window looked like hazy with smoke. I did not realize just how fast and just how much smoke had come out from the burner top. My eyes were beginning to burn and water and then our home’s smoke detector went off. The smell was not like burnt food or something burning on the heating element. This smelled like an electrical fire. It literally smelled like burning wires or rubber. It smelled like maybe some of the electrical pieces underneath the stovetop were touching that we obviously couldn’t see. Mind you, this is the first time we had used the oven or stove since the second tech had replaced the one part the day before, for the front left burner.
As soon as we ventilated the house, which was quite unpleasant as it was unseasonable cold out, I IMMEDIATELY called Sears to let them know what had happened. I mean, this is SEARS. It’s not some little “John Doe” shop that doesn’t know what the heck they are doing. This is SEARS!!! I called the same number that we had used, literally just weeks ago. The number we used to set the initial appointment back on March 24th. Now, this particular call, I was connected with a woman with a very strong accent. I wish I had written down her name but based on the fact that they are not in United States, I doubt it would even matter.
Anyway, I spoke with this woman on that Thursday, April 7th 2016 at 6:16pm. I let her know that my “repaired” glass stove top front left burner had just had an electrical fire. I told her that I would need someone to immediately come out to my residence and assess the situation. I let her know the burners were having an electrical fire when I started up the oven. She let me know that she was sorry that that had happened, and she would get someone out at the new available appointment. She let me know they had an opening next Wednesday, April the 13th. I again, politely reminded her that this was an URGENT situation as well as a fire hazard. I told her I needed someone back sooner than that. She said she would put us in as a “priority” meaning that if anyone cancelled they would call us and try to slide us in. She advised we not use the over and only use the stovetop until the now 3rd technician had come out, nearly a week from our first fire.
Friday night, we all ate leftovers that night. So on Friday, April 8th we only used the microwave for our dinner. But Saturdays are different. We have traditional Saturday morning breakfast every week with the entire family and anyone else who wants to join. We always have a big family breakfast together on Saturday mornings and Saturday, April 9th was no different. I had a good dozen eggs that I was scrambling on the stovetop. I was NOT using the front left burner. I tested the front left burner, just to make sure that it did, in fact work, after the electrical fire we had. The burner turned RED HOT in less than two seconds. Now, this was MUCH MUCH faster than any of our other burners. Usually it takes several seconds to heat the burner up and they never go from black to red hot instantly. But I figured maybe it just worked extra fast and efficiently now, because of the new piece.
Well, I’m all over the kitchen on Saturday morning. I’m making coffee. I’m making toast. I’m scrambling the eggs and then I’m setting the table. I am running around the kitchen and I go back to stir the eggs again and suddenly I realize the burned is not working. It had turned on and cooked the eggs part way, but now, the stovetop was not red and the light indicator was not on either. At first, I thought I must have blown a fuse, because NONE of the burners would work or light up. But then came that god awful smell. Again, this thick cloud of smoke was emanating from underneath of the glass stove top. This time, I knew immediately that it was no fuse and no burnt food. I opened the oven to see if there was smoke coming out of there also but there was none. It was again, coming from underneath the burner glass top.
The whole kitchen was filled with smoke our home literally smelled like burning wires or rubber. My eyes were again burning and began to water. I found myself having to ventilate the house again. This was now the second electrical fire cause by this singular Sears repair within the last three days. So much smoke wafted from the burner top and again our home’s smoke detector went off. Mind you, this is the first time we had used the stovetop since the second tech had replaced the one part for the front left burner, only a few days prior.
And this is exactly why when I had spoken to the customer service tech on Thursday, 7th April that I had insisted for an earlier appointment. I told her this was a fire hazard and she simply brushed me off, telling me I needed to wait a week for my oven. There was NOTHING wrong with my oven in the first place. It was only the front left burner! Now, thanks to Sears, thanks to their complete and total lack of customer service, now I don’t have an oven or a stove. SO AGAIN, I IMMEDIATELY called Sears back. Again, frustrated and pissed and feeling that they should at least take this seriously now. This repair has literally caused two separate electrical fires, ruined my oven and my stove, and when I call Sears this Saturday morning, I’m looking for a resolution.
I called the same Sears number I’d been calling all along. And on this Saturday morning, April 9th 2016 at 11:44am I was connected with a representative named “Michael” though I highly doubt that was his real name. Anyways, like I had done Thursday, just three days prior, I called to demand someone come out and fix oven and now also my stove. Again, he told me “oh you have an appointment on Wednesday April 13th. And again I told him that we had just had ANOTHER FIRE as a result of their stove repair. I told them I wanted someone there TODAY. My husband got on the line and we both tried to get our point across about not only the major inconvenience but the danger of a smoking appliance. “Michael” promised he would call dispatch and then call back, letting me know of my new appointment by the end of the day.
No one called back on Saturday. We were forced to buy food that I don’t normally feed my family since my dad had cardiac dietary restrictions and our only options were microwave or takeout. Sunday is me and my husband’s only day we sleep in. So we did sleep in fairly late that day like we do every Sunday. I called Sears back later that afternoon. This time I got “Vincent” whom I spoke with on Sunday, April 10th at 2:11pm. I told “Vincent” that I furious that no one had called back from the day before, as we had been promised. I explained how this was EXTREMELY horrible customer service and that the whole reason we are now living without a stove or an oven is entirely their fault. Had the very first representative taken me seriously when I called and let her know we had just experienced an electrical fire, perhaps our stovetop could have been salvaged. “Vincent” promised me that he would find a supervisor. He promised me that a supervisor would call me back by the end of that day. And since it was late in the day, he told me he would speak to dispatch and get us squeezed in on Monday.
Again, no one called from Sears. No manager. No employee. No dispatch. NOTHING. No one bothered to call us. No one had even called to apologize for inconveniencing us for now being without a stove and an oven. After work on Monday, I decided to try again. Now that it was getting so close to Wednesday anyways, it’s kind of a moot point, other than the principle of it all.
I called the same number and got a woman with a very thick accent and I didn’t catch her name. This call was placed on Monday the 11th at 3:18pm. I demanded to speak to a manager, as this time I was angry. She said that wasn’t a problem but that she would just need the phone number associated with my account to look up my info. I gave her the number and she proceeds to tell me of my upcoming appointment on Wednesday. I explain to her that I really, REALLY need to speak with a manager, and after much back and forth with this lady, who obviously did NOT want to transfer me, she finally put me on hold.
A man picked up the phone line. As soon as I heard his voice, I knew it was either “Vincent” or “Micheal”. It was familiar. Someone I had already talked to about this in the past. I said to the “manager” that I had already spoken with him over the weekend. I demanded to know his name and he denied ever speaking to me in the past. He told me his name was “John”. In the background, I could hear people laughing. I asked him where he was located and let me know I was speaking with the Philippines answering center that then dispatches the repair calls to the local Sears. And that maybe THAT’S why I mistakenly thought we had spoken before. I began explaining everything, the entire story to this man but after just a few minutes it became clear there was no point. Frustrated, I hung up the phone and decided I would locate a number in Chicago, where Sear head offices are located as soon as I got home.
When I got home, I found a Chicago number online. The number I called was ([redacted] This time I was connected with a man named Logan. We spoke at 4:34pm on Monday April 11th. He was polite and listened to what I had to say. He pulled up my info and seemed genuinely upset about the customer service I had received up until this point. He went back and pulled up the second technician’s sheet as I told him that he was very late for the appointment. Logan let me know that the tech had lied about the service time on his sheet so who knows what that tech was up to. He could have been using the Sears van as he own personal vehicle that day. God only knows. I let Logan know of all the problems I’d had with the Philippines answering center and said he would have their calls listened to. He seemed to genuinely care. I was on with Logan nearly 30minutes. He then said he was going to resolve the situation for me and I thought, at last, FINALLY.
Logan said he had to put me on a brief hold and talk to the local technicians in my area (which is the DC metro area). But that he was, in fact, on top of this and he was going to get someone out there, to my home, right away. I was on hold for maybe one minute when the phone disconnected. Now, I honestly believe that Logan accidently dropped me. I don’t think he hung up on me based on how our conversation went. But he also didn’t call me back either. Or resolve my issue. So here it is Monday night. All I have at this point is Tuesday and then Wednesday April 13th someone will hopefully be here to fix this situation. If not, I think I’m going to blow a gasket. I will never EVER purchase another item from sears or k-mart (as I believe they just merged). Not another cent will go to them ever. As far as I’m concerned, THE ABSOLUTE WORST customer service/relations experience of my entire life.

January 6, 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 regarding her recent order.   We believe if Ms. [redacted] looks closely at the coupon she speaks of, she will see that it mentions that the purchase requirement is before taxes and other discounts. Our coupons also typically state that they may not be used during the Friends and Family sale period. Ms. [redacted]’s purchase only equaled to $42.96 after the discounts she received including the Friends and Family credit; therefore, she did not qualify for the credit she mentions. We were unable to find any record of the alleged promise made to issue Ms. [redacted] a credit for $22.00. However, we have added $20.00 worth of points to her SYWR account as a courtesy. Since we have provided what we feel is a reasonable resolution given the circumstances, 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 [redacted]

December 6, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and request for a return and refund.   It is unfortunate that we failed Mr. [redacted] expectations when he attempted to have the damaged item returned. 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 order, we have submitted a request to send him a return label via email. Mr. [redacted] will receive this email shortly and he can return the package immediately for a refund. 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 a return label has been sent to Mr. [redacted] and a refund will be issued once the item is returned, we respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title:[redacted]
October 5, 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 washer repair.
First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled a washer repair. It appears that Ms. [redacted] may not have been provided with inaccurate information when she scheduled service. Our technicians do not pre-order parts and only keep a limited number of common parts in their truck inventory. Furthermore, even though Ms. [redacted] already had a diagnosis completed on the washer, since she did not proceed with the repair and declined the estimate, the next time she called for service, the appointment was treated as a new call. We understand that this was frustrating for Ms. [redacted], but it is in accordance with our repair process.
Since Ms. [redacted] has decided not to proceed with the repair, we have scheduled the pick-up of the part and processed a refund of the pre-paid amount of $200.08. Unfortunately, we will not be refunding Ms. [redacted] the remaining $39.50, as our technician has gone to her house twice and provided her with a diagnosis. Furthermore, the diagnostic fee is a non-refundable fee, and this is explained at the time service is scheduled. With that said, since we have provided Ms. [redacted] with a refund of her pre-paid amount and explained why no further remuneration is forthcoming, we ask that this matter be closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

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