Sears Holdings Corporation

I've Placed an order on Feb-28-there were items in the order and there was a discount for ordering $and moreAll three items were available online when I placed the orderafter days they have canceled one item and simply removed the discount when I called their customer service, they'd directed my call to a service center in Philippines and the Representative was very rude and doesn't care to solve the issueHis name is Danny (According to him)I'm very dissappointed with Sears andI'm looking to shop somewhere elsei don't even care about their answerMy Order# [redacted] Beware of Sears Online shopping and their advertised deals

Initial Business Response / [redacted] (1000, 8, 2015/06/04) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX June 4, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Mr***'s complaint regarding the charges we assessed to repair his washer We would first like to clarify that we have never deducted the cost of our trip/diagnostic fee from the costs for labor, and the information we provide to customers that call to schedule service does not state this eitherWhat we do tell our customers is that if they accept our estimate there is no additional charge for this as the estimate will include all the pertinent costs for parts and laborSo that means when our technician was there on the first visit, he or she would have presented Mr [redacted] with the full estimate to repair the washer, which was $for the parts and $for the laborAs far as charges go though, whenever we have to return to install a part because we did not have it on our truck, our technician only collects the price of the part we ordered and our minimum diagnostic/trip fee of $The latter is the fee that is non-refundable and that is owed if our estimate is declinedThis meant on the first visit our technician would have collected $and this is what we show Mr [redacted] paidWhen the technician returned, he or she would have then collected the balance owed, which was the difference between our minimum fee already collected for $and the full labor amount of $155.00, which incorporates that amountSince this was $76.00, that is the amount the technician charged upon installation of the part Somehow Mr [redacted] has become confused as to the minimum fee, since he references $and not the $we would have told him, and we feel it is because the amounts are similar that he somehow felt that this would be deducted even though we do not inform our customers this will happen and again, we have never deducted this fee from the totalWhile this means the charges are correct as to what we collected in total from Mr***, as a courtesy our customer support group emailed him to offer a 20% discountThey were just waiting to hear back from Mr [redacted] with his credit card number so that they could process the offered refund of $From what we see, there was never a response and we are not sure if he even received this emailWe are willing though to still honor this offerIf Mr [redacted] provides his credit card number we can still credit his account, or if he can confirm his mailing address, we could also send him a checkTo receive the refund he would just need to contact me at [redacted] @searshc.com or he could call me at XXX-XXX-XXXXIn the interim, since we have explained that Mr [redacted] was not overcharged, and yet we are willing as a courtesy to meet him halfway to return $of his charges, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: XXX-XXX-XXXX Email: [redacted] @searshc.com

June 27, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund of $ It is unfortunate that we failed Ms [redacted] expectations when she initially attempted to have this matter resolved with customer serviceWe value her patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in each order we found that a full refund of $had been processed on June 26, 2016, under return receipt number [redacted] Therefore, the remaining balance of $was processed today June 26, 2016, under return receipt number [redacted] The credit should post to Ms [redacted] account within to business days or dependent upon her financial institutions policy which can be up to daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms [redacted] concerns and 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

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Laura [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding damage to her home allegedly caused by her home air conditioning system Ms [redacted] is aware that Sears referred her damage claim to our third-party claims administrator Sedgwick for further reviewOnce Sedgwick opened the claim, [redacted] , it was assigned to Claims Examiner Bryan [redacted] for handlingMr [redacted] can be reached at [redacted] during business hours or via email at [redacted] @sedgwickcms.comFor clarification, Sedgwick has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon Sedgwick’s actionsTheir decision is immutableSince we have provided Ms [redacted] with the information needed to follow up on her claim, we respectfully request that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation 800-762-ext [redacted]

We encountered a number of unacceptable problems when we ordered a washer/dryer unitI will start from the beginning The sales rep in the store told us that delivery would be within the weekHe did not listen to us about our availability, and set the delivery time for the next day (a Tuesday)We said, no, we are available on Saturday only, and he then set the delivery date for ThursdayWe said (again), no, we are available on on SaturdayHe said that he could not change it again (some sort of rule), but it would be no problem for us to change it once we got homeWhen we got home, we found that we had to wait more than two weeks for a Saturday deliveryThis may or may not have been dishonest, but it certainly looks very suspiciousIt was certainly misleading Then there was a delay due to weatherUnderstandable After a month since the initial order, the delivery guys showed up on a Saturday, as promisedHowever, apparently the sales rep at the store had failed to order a “stacking kit”, which is required to put the units togetherThe delivery guys (very nice people) told us to call the store and order the part, and that they could not install without itWe spend approximately hours and many phone transfers, and the manager said that we would have a delivery the next day (a Sunday) Sunday cameAs the delivery time frame (the set time the delivery was to be made) was closing (minutes left), and I received a text message saying that “As you requested, your Sears delivery has been rescheduled to (the next day, a Monday)Of course we were unavailable that day, and of course we had made no such request We called customer serviceThe first person who answered the phone gave us completely informationHe told us that the delivery could not be made because the dryer was not available and still at the manufacturerWe would have believed this, except that the dryer was already at our house the day before (minus the stacking kit)I asked to be transferred to a managerI was transferred to a manager, who then asked all of the same question over again(What is your name, what’s the order number, what’s the problem, etc.) After a very detailed description, this person claimed that she could not help us because she only assisted people at retail outlets, not people who ordered on-lineWe explained that we went to the store, but she said that the sales rep at the store had ordered on-line, and therefore she could not help usShe then transferred us to somebody elseThe next person wanted all of the information again(What is your name, what’s the order number, what’s the problem, etc.) This time the problem was that we could not hear the personIt was a bad phone connection of some sortWe could hear the hold message just fine, but not the latest person, who told us something must be wrong with our phoneThen they hung up on us That was just too muchWe then cancelled the order, for which we had already made two paymentsBut that was not the end of it The store manager called usHe was very nice and wanted to helpHe agreed to have the delivery made at the time we specified, with no problemsThis was our only positive interaction with the company The delivery guys showed up on time, as promisedThey did not install the washer properly(The troublesome “stacking kit” was not attached correctly, and the units were not aligned.) They also managed to break the stairs as they moved the washer upFortunately, I was able to install the machine properly, and I was able to re-build the stairsThis required about hours of work, including acquisition of suppliesThe entire experience was awful-the amount of time wasted that we can not recover unacceptable

April 27, 2015, I took a Sears [redacted] pressure washer to a local sears store to send In for repair The washer was purchased July 02, The washer STATES year warrantyIssues; broken frame, float stuck, on/off switch broken First told cost to fix $Then told no charge it is under warranty Then told yes I have to pay I then requested the frame to be fixed with the understanding it was under warranty Sears reply; they can not fix just the frame because then it will still not work properly they have to fix other issues and CHARGE me or nothing at all Next person I talked with on the telephone which they refuse to let you talk to a supervisor or the repair department states; we don't know where the item isI want my pressure washerI have emailed Sears asking for supervisors to contact me and they even refuse to do that

January 3, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience and request to return the merchandise After reviewing the complaint filed, we found that the local Sears store issued a refund for the first order number [redacted] under return receipt number [redacted] As for the second order number [redacted] we show that Sears Online issued a return label with tracking number [redacted] to return the merchandiseOnce the items are returned, a refund will be processedAdditionally, Sears Online issued $in Shop Your Way Reward points for the inconvenience Mr [redacted] experiencedWe apologize again and hope that in the future [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and 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 / [redacted] (1000, 10, 2015/07/02) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to a refrigerator [redacted] Sears Home Services, District Operations Supervisor, provided the following response: It is first important to note that it is a policy if Sears Home Services not to service items that do not have a factory installed model/serial number tagUnfortunately the refrigerator Mr [redacted] purchased does not contain a model/serial number tag, therefore we are unable to service the unitMr [redacted] can contact our service contracts office at XXX-XXX-XXXX and request a full refund of the Service Smart Agreement he purchased to cover repairs to his refrigeratorAt this time, since we have stated Sears repair policy regarding only repairing items with a factory installed model/serial number tag, we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested the cancellation with sears and am still awaiting the refund to post to my account Final Consumer Response / [redacted] (3000, 23, 2015/09/16) */ I need your helpI am still waiting for my refoundI already have three months waiting for itCan you reopen the case and help me? Final Business Response / [redacted] (4000, 26, 2015/09/17) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal regarding Sears Home Services and repairs to a refrigerator Sears Service Contracts Records indicate that a credit in the amount of $was issued back to [redacted] account ending in [redacted] on July 14, It may take one to two billing cycles to see the credit on a paper statementWe recommend Mr [redacted] contact his credit card issuer to ensure that the credit has postedAdditionally, if for some reason the credit has not posted, he will need to contact our Service Contracts Office at XXX-XXX-XXXXSince we have noted our response and have referred Mr [redacted] to his credit card issuer to ensure the credit has posted, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] @searshc.com

I will accept this closureHowever I will not submit another order when there is no offer of matching price to black friday salesThe offer of $will still bring cost above offer of [redacted] I will not purchase thru Sears again Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

November 15, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her mother’s refrigerator and her request to have the unit replaced.First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her mother’s refrigerator Our records show that the service unit approved [redacted] mother, [redacted] for a new washer under her Master Protection Agreement (MPA) on November 13, To expedite the process, our office completed the authorization Based upon the features of [redacted] current refrigerator, it was determined that $ would provide her with a comparable replacement under her MPA An email was sent to [redacted] on November 15, 2015, explaining the replacement process As stated in the email, [redacted] can take her mother to their local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist them [redacted] will need to provide the telephone number on record, [redacted] , to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty; then continue to provide extended coverage until it’s expiration on September 26, While we are unable to provide [redacted] with a three-year MPA as a conciliatory gesture, we can extend her current coverage for a year, once the new refrigerator has been delivered Since we are providing [redacted] with an equitable resolution, we ask that this matter be closed.Again, we apologize to [redacted] and [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] ***Regulatory Complaints Specialist

Complaint: [redacted] I am rejecting this response because: My labor charge included a diagnostic fee of $bringing me to a total of $which was on my receipt The minutes the technician spent on the snowblower could not possibly warrant a $labor chargeI maintain that they just add a $diagnostic fee to the labor as was reflected on the receiptThis is how they fool the customer into believing a small repair could cost $to $when in reality every repair will be pushed to $250-$after they add back the $as a diagnostic labor chargeIn my case this was approximately half the price of a new snowblowerIf they are more honest upfront about the likely cost of a repair customers would not become angryAnd how can they expect customers not to get angry when charged $labor for minutes of workI had already followed their online video to clean a carburetor which is much more difficult then changing oneSo $for this simple task is ridiculous and the $they charged for a carburetor that sells for $is also ridiculous Sincerely, [redacted] ***

Our month old refrigerator diedWe and a Warranty under Sears' Master PlanIt was the middle of summer (1st week of August) when we called for repairThey diagnosed us over the phone, shipped the parts and told us to wait for weeks before they sent someone outweeks later repair person came out and couldn't fix 'fridgeHe ordered new parts and said we'd have to wait more weeks for someone to come out to fix itThat next visit did not fix the fridgeThat repair person ordered new parts and said we'd have to wait weeks (again, weeks to that day) for a repair person to come outweeks later THAT repair person came out and could not fix the fridgesame story - wait weeks (to the DAY) for another repair person to come outthis went on until the 4th person came out to fix the refrigeratorHe DID fix the problem, but in the process broke something elseHe said he didn't have the parts to repair it and he'd order the parts and we'd have to waitguess how long?WEEKS (to the day) for another repair person to come outWe paid good money for this Master Service Plan and ended up having to wait weeks, in the middle of the summer, with a family to feed, working out of a cooler it the garage, to get our refrigerator backIt's the WORST customer service I have ever seenAnd I don't understand why a company as big as Sears couldn't get someone out sooner than weeks on each callIt was odd to me that every repair person (in all) all knew they were to tell us weeks to the day for another repair person to come outWe were instructed to call customer service for an earlier repair date, which I did, every time, only to be told the soonest they had was weeksto the dateughhhhhh horrible service!

On December 1, 2016, I placed an online order (# [redacted] ) for a vacuum cleaner air filter to be delivered to my local Sears store for pickup On the same day, I received an email from Sears that said my order was ready for pickup On the evening of Dec1, I visited the store to pick up the filter The associate said there were no filters in stock, but that a new supply would be delivered by truck on Tuesday, Dec On the afternoon of Dec6, I called the store to make sure the filter had arrived After waiting on hold for seven minutes, I was told that the truck had made its delivery that morning, but that no air filter had been delivered I then visited the Sears corporate website and chatted with an associate I explained the situation to her She then emailed me two notifications that said my filter was ready for pickup She told me to visit the store to pick it up I told her that I had just spoken with an associate at the store He had told me there was no filter to pick up, so I wasn't going to make a second wasted trip to the store to pick up an air filter that wasn't there She then gave me the Sears escalation service line: 800- [redacted] , Option I called that number The person at Option told me that she would connect me to the department that handles online orders She then disconnected me I would like to know what I need to do to get the air filter that I ordered last week

December 29, Nita [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Erica L [redacted] - # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dryerFirst, we would like to apologize to Ms [redacted] for failing her expectations in regard to her recently purchased dryer Upon researching Ms [redacted] complaint, we found that she had contacted several customer service groups prior to filing this complaint with your agency Our records show that Ms [redacted] was advised that her dryer was not eligible for an exchange due to the purchase being outside Sears’ 30-day return policy timeframe and that she would need to have a Sears technician repair the unit On December 15, 2015, a technician examined Ms [redacted] dryer and subsequently ordered a control board Notes from the service order show that the follappointment scheduled to install the part was canceled due to the dryer now working Additionally, Kayla [redacted] with Customer Solutions spoke with Ms [redacted] on December 26, 2015, and confirmed that the dryer was working properly at this time As a conciliatory gesture, Ms [redacted] offered Ms [redacted] laundry reimbursement Since the concession had not yet been processed, our office submitted a check request for $on December 29, 2015, to fulfill the promised resolution and reimburse Ms [redacted] for her out-of-pocket expenses during the two weeks that she could not use her dryerMs [redacted] should receive the aforementioned check within the next two weeks In the interim, since it is our understanding that Ms [redacted] does not require any assistance at this time, we ask that this matter be closedAgain, we apologize to Ms [redacted] and we appreciate the opportunity to address this matterSincerely, Melissa [redacted] Regulatory Complaints Specialist

I made an online purchase on 11/26/On 11/28/my order was cancelled due to the item not being in stockThat wouldn't be a problem but they took the money out of my account anywaysIt has been a hassle ever since trying to get a refundI had to call and request the refund on 12/1/and today, 12/5/they are telling me the refund was barely processed on 12/4/And their store policy is 3-business days to process a refundSo now I have to wait additional time due to their employees incompetenceAnd speaking to a supervisor is no help

On April 21, I placed an order with Sears Parts Direct for dollarsThe order was supposed to arrive at the Sears Parts Store in Monaca, Pa on April 28, I did not get an email or phone call letting me know that it had arrived so I called Sears Parts Direct and they assured me that it was delivered so I went to the parts store and saw that it was closed but the department store, connected to the mall was still opened and they said that they were also closing and that they were not receiving any ordersI then called Sears Parts Direct and they said they would credit me for the orderI place a new order to be delivered to my home which I receivedI did not get credit for the order I did not receive so I called back several times and was told I would get my credit within hoursAfter many calls and rude associates I asked to talk to a managerI talked to a manager named Debbie and she told me she could not give me a credit because they had to track down the order so I called my credit card company to dispute the charge

September 22, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her weedwacker First, we would like to apologize to Mrs [redacted] for failing her expectations in regard to her weedwackerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mrs [redacted] Upon receiving Mrs [redacted] complaint, we contacted CarRepair Supervisor [redacted] for assistance After Mr [redacted] reviewed the complaint and the notes in our service system, he contacted Mr [redacted] Due the issues Mr [redacted] has been experiencing with the weekwacker, Mr [redacted] offered him an in-warranty exchange Mr [redacted] accepted and will return to his local Sears to receive his new weedwacker Since it is our understanding that the aforementioned resolution meets with Mrand Mrs [redacted] approval, we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Sears repair shop warranty is the biggest scam I drop off my lawn mower times for the same issue every time they claiming its fix but It breakdown on the first or second use Their policy is if it break times in the same physical year then they may replace itHow you can do that if it's a seasonal equipment and that's how they get away from replacing it

Hi To whom it may concern I have be tying to get in touch with [redacted] for weeks now unfortunately I have no luck I feel like she's playing a cat and mouse game please someone help Thanks [redacted]

Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Chad W [redacted] class="InsideAddress"> Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint for service under his Sears home warranty We would first like to point out that Cross Country Home Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract With that being said CCHS records show that Mr [redacted] on Saturday September 24, requesting service a claim was opened and he was provided with the phone number to his local authorized service company, unfortunately they are closed on the weekends therefor would not be available for service until that MondayIt is true that all Sears Home Warranty customers have access to 24/help via the Member Services line of CCHSMr [redacted] r cancelled his Sears Home warranty and that was processed on September 26, and he was refunded the appropriate amount of $which was the October payment and the remaining September payment prorated to the day of his request to cancel which we show as September 24, Since Mr [redacted] has been refunded the appropriate amount for his early cancellation of the Sears Home Warranty we have closed our case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com