Sears Holdings Corporation Reviews (5890)
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Address: 7816 Cooper Avenue, Glendale, New York, United States, 11385
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July 15, [redacted] *Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the delivery of a washer he purchased from sears.com It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records show that Mr [redacted] did not pay for delivery on his order However, we would be willing to offer him a credit of $as an apology for his inconvenience If Mr [redacted] would like to accept this offer, he may contact Regulatory Complaint Specialist [redacted] within days from the date of this letter At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We respectfully ask to have this matter closed pending Mr [redacted] response, since we have noted his comments and proposed an equitable resolution 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 North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] ’ complaint regarding Sears Home Service and repairs to their refrigerator Prior to filing their complaint with the Revdex.com, the [redacted] ’ were assisted by Ms [redacted] from our Executive Member Support OfficeNotes from the case indicate that Ms [redacted] has authorized the refrigerator for replacementSince the refrigerator has been approved for replacement, all Mrand Mrs [redacted] need to do is select a replacement unitWe ask that this complaint be closed as the [redacted] ’ have received their desired resolutionWe apologize to Mrand Mrs [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
July 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the delay she has experienced in receiving a refund for a canceled sale As clarification, whenever most retail stores ring up a purchase and charge a customer’s credit card, the purchase is immediately applied because the credit card company issues an approval and electronically debits the account If the merchandise is subsequently returned, the credit card company does not electronically credit the account Instead, they research to ensure it is a valid refund, and then once confirmed, they post a credit to the cardholder’s account This process can take days or weeks and is entirely dependent on the financial institution’s policies We do try to expedite this process as much as possible, but it can sometimes take a few days Unfortunately, in Ms [redacted] case, it seems that the refund did not process when it was first issued due to a system error; therefore, it had to be re-issuedSince Ms [redacted] used a pin based debit card as her method of payment, a check was issuedThat check was processed on July 9, and it should arrive at billing address within 10-business days from that dateSince we have issued the credit due to Ms [redacted] , 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]
I have had the most difficult time with the replacement and delivery of a new washing machine I purchased a warranty for my washing machine The machine broke, the repairman came out, I was told it was "not economical" to repair the machine and was told to expect a voucher to purchase a new one The repairman stated the voucher should exceed to typical $default value because it was a deluxe model In fact, we received the $default value (via voicemail) so I contacted the number provided on said voicemail to inquire about my options I wanted to 1) order a new machine online and 2) see if they would cover the additional $that was the remaining balance if I purchased the machine online I was told after contacting the number that I had to place the new order through the help chat option online and that person could also put in the voucher code to cover the new machine After several HOURS with the online chat, they were willing to cover the additional cost, but not the cost of "take away" even though this cost was specifically stated to be covered on the initial voicemail I contacted the previous number again to get additional assistance as the online chat person was not willing to allow me to speak with a supervisor I was told by Sears that I had been misinformed, not only would they not exceed the $voucher but that a new order would never have been able to be placed online and I needed to go to the store A few hours later, I visited the local store, told the issues to the associate who took care of the problem and ordered the machine to be sent to my home I was not completely comfortable with my choice in brand (at the suggestion of the associate, I went with a different brand other than my original), called back the next morning to switch and was told that it would be taken care of and the delivery of the following week would not change The following week came and no call on the previous delivery day (Thursday 10/27) and no call on expected delivery day (Friday 28th) I contacted the delivery number provided and was told that "there was a significant incident at my home and delivery had been rescheduled for Nov4th" This was news to me I called the store directly and was told that "there was an accident with the truck that resulted in injured workers so I had been rescheduled for the 4th" Again, news to me and quite suspicious considering that an "accident" the day of delivery should not have prohibited a call about delivery the day prior At this point I was speaking with the manager of appliances who stated that "he was going to call delivery and say he was my husband to see if he could get some answers" I was quite perplexed by this statement, thought he was attempting to add humor to the situation and left it at that I did not hear back for several hours (still Friday the 28th) called back to the store and was told by an associate that "the manager is in a closed door meeting and could not be interrupted, they had my number and would call asap" I waited another hour, called the delivery number again to see if we had gotten anywhere I told the lady on the line (located in the Philippines) that I had waited several hours and had not heard from anyone She commented that was not the case that my "husband call at 2pm" I was appalled that a department manager would impersonate my spouse and even more appalled that her explanation for my delivery being rescheduled was a "vendor issue" I waited another hour, called back the store to see if the "meeting" was over and the department manager answered the phone! At this point, I have received no less than excuses as to why my delivery was changed without contacting me, my husband has been impersonated by the MANAGER of the department, I have left messages for the STORE manager without even so much as a phone call in return, have actively contacted the store each day for an update (no one is actively calling me in return) and I still do not have a washing machine I have now been told today by the department manager that [redacted] Solutions has noted my order delivery was changed due to the store "re-ringing" the order After several requests for the number to contact the delivery company directly, I was FINALLY provided the number today and received a message that the mailbox was full and not accepting messages There is nothing here that should be considered acceptable behavior by a retailer and there is no hope for me at this point that my machine will actually be delivered on Friday At this point, considering I have a family of 5, I have spent almost $in laundering fees
There is not an easy way to summarize the lengthy repair history for my front loading [redacted] washer For this reason, I will try to highlight the facts I hope someone from Sears who can resolve my issue would do me the courtesy of responding to this formal complaintI have had repair visits I am expecting minimally more visits!! That is days making myself available for the technicians to come to the house!! My washer is much worse than it was before they started servicing it I am afraid to run it Going to a laundry mat is not a possibly for us as our youngest daughter is anaphylactic allergic to pets! So, we can not use a machine which has EVER had a load in it from a pet owner Leaning over a tub to do wash is more than my physical body can manage any moreSeveral of the service calls have been "man jobs," requiring full tub assembly repairs I am now educated enough to know that is what it needs AGAIN! The costs printed on the receipts given to me by the techs has already reached $ That number is not including manufacturer parts, nor does it include the upcoming two visits! I wish someone would call me so I could explain in detail the specifics of this case Sears has argued that I had a Repair Protection Agreement (RPA) instead of a Master Protection Agreement (MPA) When we bought our washer we purchased a MPA Then, Sears called us to "renew" our agreement We did renew twice...and we were NEVER told or mailed anything which said there was a choice of warranties We had no idea there were options Certainly, "renewing" meant to us that we would have what we originally purchased Even when we bought the machine a choice of warranties was NOT offered to usAbove all else, at this point I am requesting common sense be brought into the picture The monetary cost of the repair is simply to high to justify further attempts The cost of time by the technicians is to great for Sears to continue in the attempts Finally, and of great importance is the cost of the consumer's time How many people can take minimally days off from work to wait on a service call?? It is unreasonable to expect this of a consumer This is especially true when they simply do not show...which is what happened on 12/29/ Furthermore, it truly is a full day when the window is 8-and the technicians show up at 11:and do not leave until 3:which was the case on 12/8/Please help me
My daughter and I went to Sears today, Strongsville, Ohio, to return a bike rack I recently purchased at Sears First of all Sears hardly has cashiers availableWhen a cashier appeared it took forever When it's finally our turn to get help, the cashier told me that Sears does not accept returns without a receipt I told him I would be fine with in-store credit He said no we do not do that here store police I cannot believe this! Here I am stuck with a bike rack that does not fit my car I had to wait until my husband could try it out on my vehicle due to he is working days a week hours a day and I lost the receipt The item is in the box just as I bought with Sears name outside the box Why won't Sears accept it back and they could sell to someone whom can use it? Every other store I have purchased things from will give customers in-store credit without receipt Sears is a total rip off I read many of the reviews and it is clear that Sears does not care about the customer only themselves and greed I will never purchase anything from Sears again! I will spread the word on this event and will tell my many friends to boycott the store
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent order 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 Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping chargesThe seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listingsOur Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual retune policies, which are accessible via a link on the page for the itemAs such, we would not be required to honor Mr [redacted] requestHowever, we are willing to consider granting it as a courtesyAt this time, we must verify the status of the dispute he allegedly claimed with his credit card company first, prior to issuing any sort of adjustmentOnce this is done, we will contact Mr [redacted] In the meantime, I may be reached via email at [redacted] during business hours if he has any other concerns In closure, 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] Specialist, Regulatory Complaints [redacted]
October 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return/exchange his purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Mr [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” We researched and discovered that Mr [redacted] purchased the $cell phone holder on March 16, on salescheck number [redacted] ; not months ago as Mr [redacted] mentioned in his complaintSince Mr [redacted] purchased the Craftsman cell phone holder on March 16, 2016, and then attempted to exchange it on September 24, 2016, he was clearly over the 30-day “hassle-free” return/exchange periodWe would also like to clarify, that most Craftsman products do have warranty period; however this particular product does not have a manufacturer’s warranty We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Mr [redacted] when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr [redacted] request Again, we apologize to [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 Complaint Specialist Sears Holdings Corporation [redacted] [redacted]
Revdex.com: Please note that many other users are reporting the same issue onlineThis "bug" was not isolated to my purchase, and appears to still be affecting users (yes, even those who do NOT have a Sears card in their profile) as of this messageI write this response not just to notify you of the issue, but to provide a paper trail during the discovery process for the inevitable class action lawsuit you will endure due to your lack of action in resolving the bug site-wideTo the lawyers prosecuting this case, you're welcome 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]
December 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we provided regarding the charges he incurred for the in-home service for the repair of his washer and his request for reimbursement We have Mr [redacted] rebuttal, and we do not find that he has brought any new information to his complaintWhile we understand that he was dissatisfied that the washer repair was not covered by the protection agreement, the fact remains that Mr [redacted] failed to renew the service agreement and the contract expired As far as Mr [redacted] request that we apply the service fee to a 3-year extended service agreement is concerned, we did not find that this was warranted, particularly since it is a consumer’s responsibility to pay for non-warrantied repairs or purchase some sort of extended warranty coverageIt is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionAs this decision is commensurate to the circumstances, we have closed our file We and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her initial acceptance of a repair on her dryer until the dollar amount exceeded what she wanted to invest in an older appliance, so she requested a refund of prior charges As clarification, under our 90-day repair guarantee if further repairs are found to be necessary then the consumer would only be responsible for the part charges if the parts are not ones that were already replacedIn instances where the newer estimate exceeds an amount that the consumer wanted to pay, then a refund can be requested for all parts and labor above our non-refundable diagnostic/trip feeWhen this happens, the technician is supposed to remove any previously installed parts, and then submit a refund request to our billing department In Ms [redacted] case, it does not appear this happened when the technician was last at her homeAs she had noted, the previously installed part had failed, so this might have been why the technician did not uninstall it; however, a refund request should have still be submitted and it was notOur trip fee for dryers in this area is $plus taxThat means that she should have received a refund for $455.18, and we would have retained $When our customer support group received her complaint, they were unable to issue a refund since the paperwork was never submitted by the technician so they issued her the maximum amount of 50% that they could offerThat means Ms [redacted] is still owed $We would be willing to send this to her as a mailed bank check, but we need to confirm if her mailing address is the same as the physical address where she received serviceIf she could call or email me to confirm this, I will process the refund to be sent to herMy email address is [redacted] and phone number is [redacted] I will be out of the office starting July 1st returning on July 5th, so if she contacts me after 3:pm CT on Thursday, I will process the refund upon my return TuesdayIn the interim, since we are willing to provide Ms [redacted] with a refund for all charges except our diagnostic fee, and we are only awaiting her confirmation for her mailing address, 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, [redacted] Team Manager, Regulatory Complaints [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/07/09) */ July 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed our investigation of Ms [redacted] complaint regarding her recent service experience In regard to the delay Ms[redacted] experienced receiving service, unfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customersIt is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occurAdditionally, the time frame given for appointments is estimatedWhile we strive to arrive during that period, there are many factors that can affect the outcome such as traffic or an earlier repair that takes longer than expectedWith that said, we are always looking for ways to improve on customer service and would like to assure Ms[redacted] that her candid feedback has been forwarded to the appropriate parties We apologize to Ms[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 Complaint Specialist Sears Holdings Corporation [redacted]
The item I ordered from Sears never came after waiting approximately one monthI called the store and received poor customer serviceWith more difficulty because I couldn't find the appropriate phone number on Sears Website, I called another Department in Sears which gave me a number that didn't work so I called Sears back and was eventually transferred to a person in the correct departmentI then spoke to a person who was confused about the shipping address of the item so I asked to speak to a SupervisorAfter holding a while I was able to speak to a supervisor and even he was confused about the shipping addressEventually, after he called the Sears store where I ordered the item, I was told it was lostI was eventually told that I would be refunded the amount paid to compensate me for the problem(If a customer doesn't get what is ordered, after approximately one month it shouldn't be thought they are compensating them for the hassle by refunding their money.) I asked for a discount and was told that he would give me a 10% discount but I would need to give the order numberThe order number he gave me was different though than the order number on my receiptEven with a discount, who would want to order another item from such a place--especially if they pay for a tool and still don't have it after a monthA person can't use what they don't have
Your order number: 0**SSN**Your service address: [redacted] ***, NY when I try to schedule the appointment with Sears for my appliances, they cannot accommodate any of my needsWhen we signed the contract, it was days a week maintenanceNow they change the contract and cannot do Saturdays and the earlier appointment is days awayHow my children can warm up the food after schoolWhat can I do now? [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears fund owed to him by SearsWe have processed a check in the amount of $to fully refund Mr [redacted] for the purchase of a mini fridgeIf Mr [redacted] has any other concerns, I invite him to contact me at [redacted] or via email at [redacted] Since we have processed the aforementioned check, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Our year old washing machine broke We called Sears, and the part was ordered on the 14th On the 26th, we got a call saying the part was backordered Had we received this information on the 14th, we would have not ordered the part but bought a new washer Now we are on an infinite hold and our family of has no wash machine This is a common part, and any attempt to reach out to Sears to either get a new machine or have a washer brought in while we wait have been met with stone walls The customer service line is of no help, and I have been hung up on during transfers, unable to find someone who can help
2nd response on October spoke with [redacted] who stated response on 10/23/was not receivedSeats came on 10/23/repairmen [redacted] opened delivered parts asked if I was having a repair of a refrigerator I said noThe parts sent was not for a freezer, sent drain pans no drain tubing [redacted] said it was not even the same order number they submitted , the compressor was sent unable to install, reordered the sleeve confirmed it was the compressor not the condenser was ordered on 10/13/Ken took out the drain pain said it was infested with gnats that had built a nest and the sleeve he said the odor was horrificI was given a appointment got Oct 31,and was told when the part was delivered yo open and make sure it was the right part!! There has been NO REPAIRS doneHow will the insect issue and odor be addressed if the freezer had not stopped working the food would not have spoiled, why didn't the other repairmen remove the drain pan and tubing on the previous visits
Complaint: [redacted] I am rejecting this response because: To say that it was "rescheduled and later cancelled by Ms [redacted] for November 2," is erroneous The initial repair was scheduled days after my initial call I called three times on the day it was scheduled for repair, each time being told that the technician would call me with an expected time of arrival No one called It was only on the last call from me to Sears Repair at 5:p.mon the day they were supposed to repair the freezer, that I was told it had never actually been scheduled to a technician I would need to start at the beginning and schedule a new date of repair---that date being November (days after my initial call) No one bothered to call and cancel my appointment (I took the day off to wait at home for the repairperson) and meanwhile the food in the freezer that I was unable to get into my refrigerator freezer spoiled I will never use Sears for any future purchase and think their business practices are deceitful and fraudulent Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] We have completed the investigation of [redacted] complaint regarding a garage door opener purchased from SearsPrior to filing his complaint with the Revdex.com, [redacted] was connected with [redacted] from our Executive Member Support officeNotes from her case indicate that on Monday, April 11, 2016, the Sears in Provo exchanged the garage door opener for [redacted] We truly apologize for the issues noted in [redacted] complaintSince [redacted] has exchanged his garage door opener, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent purchase Unfortunately, it seems there was an issue with the contractor that is usually scheduled to provide service for us in [redacted] area and we were not able to obtain another one such short noticeAlso, there was a system error that prevented her refund form being issued systematicallyThis has since been corrected and her account was fully credited as of March 21, The refund should reflect within 3-business daysAt this point in time, [redacted] has been made whole by the issuance of her refundWhile we are unable to compensate for lost time or inconvenience, we are willing to send [redacted] a $gift card as a courtesyThis gift card should arrive at her residence within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]