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Sears Holdings Corporation

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Sears Holdings Corporation Reviews (5890)

August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Maryann Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the performance of her washer and her request for an exchange or refund While we understand that Ms [redacted] is not satisfied with the performance of her washer, she does not qualify for an exchange or a returnAs 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 Ms [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...” Since Ms [redacted] purchased the washer on October 18, 2015, she is clearly over the 30-day “hassle-free” return/exchange periodWe also researched Ms [redacted] ’s model, 11026132410, and there are no recalls listed by the manufacturer for her washer 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 Ms [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 MsLebo request Again, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com

October 20, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding service coverage of her Master Protection Agreement (MPA) for her TV Upon receipt of Mr [redacted] s complaint, we found that he had previously been in contact with Ms [redacted] from the Protection Agreement Benefits Association (***)Ms [redacted] purchased her MPA on September 3, As stated in the contract all items must be in working ordered at time the MPA is purchased and the item is covered at the time of purchaseOften we will suggest the customer have a maintenance check scheduled at the time of purchase to confirm there are no preexisting conditions, if one is found then the item would not be covered for that issueWhen our service technician arrived for service on September 30, he did find that there was a preexisting condition and that repair would not be eligible for coverageThe technician was correct in stating she could have the MPA cancelled and receive a full refund That being said Ms [redacted] from [redacted] did cancel Ms [redacted] MPA on October 8, and refunded the full amount of $Ms [redacted] also stated that Ms [redacted] was provided a gift card in the amount of $for customer satisfaction reasonsIf Ms [redacted] is still in need of assistance she can contact [redacted] at [redacted] option Since we have refunded Ms [redacted] for the Master Protection Agreement and it is our understanding that this resolution was acceptable to Ms [redacted] we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we 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] direct [redacted] @searshc.com

April 26, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online cancelation request and non-receipt of a refund After reviewing the complaint filed, we found that [redacted] had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint departmentWhile the local Sears Auto Center [redacted] was to issue the refund the EMS department processed the full refund on April 22, The refund was issued in the form of a bank check which was mailed to [redacted] The check should arrive in the mail within to business daysFor [redacted] records the return receipt number is [redacted] We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we hope that in the future [redacted] will allow us another opportunity to provide --- with a better example of customer service that we have built our reputation uponIn the interim, we have noted [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

Complaint: 1 [redacted] I am rejecting this response because: I still had to pay about 100.00 dollars to have a Sears repairmain come out to verify that the parts needed to be replaced. as I stated I offered to bring the parts to our local repair location so Sears could verify that the parts were defective. It was basically extortion because Sears refused to replace the parts without me paying to have a Sears repairmen come and and spend 3 minutes verifying that the parts were defective and needed to be replaced. I want to be refunded the Service Call Fee that I was forced to pay. Sincerely, [redacted]

February 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: #11933911– Jennifer C [redacted] Dear Ms [redacted] : We have completed the investigation of MsDoughtery’s complaint regarding a recent transaction According to our records, Ms./ [redacted] was offered a $gift card in relation to this issue on January 12, and she acceptedWe apologize for any inconvenience Ms [redacted] may have experienced as a result of this errorIn light of the aforementioned information, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Specialist, Regulatory Complaints [redacted] Tammie[redacted] @searshc.com

November 2, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [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 SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer 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 concernsSincerely, [redacted] ***

July 20, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Harriet E [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with the final offers of replacement that were made for her refrigerator and her request to receive a substantial amount of compensation We would note that the reason Ms [redacted] was initially offered $towards her replacement was because that was the maximum amount available under the terms of her Service Smart Agreement (SSA)The amount was later increased to $since the decision was made to offer a comparable replacement as a repair was not possible due to the board being lostThis replacement was based on the closest available match to an over year old model that was no longer being manufacturedIn fact, there are not as many stainless steel, counter-depth, side by side refrigerators still being made as the market demand has turned more to a three or four “French door” style modelSo the amount we authorized was for the highest cubic foot model still made, which happened to be a Kenmore Elite model, which is also an upscale brand like Kitchen-aidThe authorization amount could have been used towards any model refrigerator and not necessarily just that one refrigeratorIt was Ms [redacted] ’s decision to go outside the parameters of our offer and to purchase one elsewhere At this time we would at least be willing to consider reimbursing Ms [redacted] all or part of the replacement she purchased elsewhere, but in order to make a decision we would need for her to submit the receipt from her purchaseWe would also be willing to reimburse the price of the rental refrigerator since the repair, and eventual authorization for a replacement, did take quite a bit of timeHowever, we would not consider reimbursing her for the SSA she purchased since this is the sole reason we were engaged in repairing her refrigerator and without a repair that could not be completed, we would not have provided her with a replacementAdditionally, we do not compensate for loss of time or aggravation, nor does the Revdex.com handle demands for that type of damages, so we are unable to honor that portion of her requestIf Ms [redacted] can email me the receipts for the rental or the replacement to Dana[redacted] @searshc.com or fax them to me at [redacted] , we will then be able to let her know exactly how much we would be able to offer in total compensationWithout this documentation, no reimbursement will be availableSince we have explained what additional information is needed to proceed with Ms [redacted] ’s claim, we have closed our file pending her further response 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted] @searshc.com

This is the worst company I have ever had to deal withI called Sears Home Services repair to fix my refrigeratorThey sent out [redacted] services to fix my issueThe technician came out and told me what was wrong and I spent $upfront to order the parts and had to wait another weeks for them to come out to fix itLess than months after this costly repair it is broken againI called Sears back to have them come out and fix the issue againHowever, this time the technician just refused to come to my houseI waited for different appointments for the full hour window and they never showed upI will never use this company again or buy anything from Sears againI've had enough of my time and money wasted on this worthless company for a lifetimeI will warn everyone I know to never use this company!!!

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Holdings CorporationSears has referred Mr [redacted] claim to our third-party claims administrator, [redacted] [redacted] has been assigned as Mr [redacted] caseworker and his claim number is [redacted] If Mr [redacted] has any questions regarding his claim, we ask that he contact [redacted] during business hours or via email at [redacted] Per our protocol, once a consumer has been assigned a claim number through [redacted] , they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim At this point, Sears can no longer assist with Mr [redacted] issue, regardless of the decision made; however, as a courtesy, we sent [redacted] an email advising that Mr [redacted] has escalated his issue to the Revdex.comAgain, if Mr [redacted] has any concerns or questions regarding his claim, we ask that he speak with Ms [redacted] With that said, since [redacted] is the party responsible for addressing Mr [redacted] damage claim, not Sears, we ask that this matter 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]

October 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his inability to purchase a water heater on our website due to unavailability for this product in his area As clarification, our website sells items for all of our states and items might be shown on our website that are in stock in one state that are not in stock in another stateThis is because most large items that we sell ship out of regional warehousesOnce that region is out of stock on an item, it is not available in that areaWhile we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basisAdditionally, our call agents do not have the capability to search via all existing zip codes to determine what areas might still have the item availableOnce all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our website While we can understand [redacted] frustration, at this time the reality remains that the item he was interested in was not available in his regional area, but it was in another region since it was still on our site and we would not transfer the item to another area as noted aboveIn case [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ""IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors." In closure, 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 [redacted]

I purchased a refrigerator at the Wilkes Barre PA store on 8/13/and charged it to my Sears Credit CardDelivery was set for 8/24/I received multiple texts, emails and one confirmation call for delivery on 8/24/between 10:45am and 12:45pmApproximately one hour before delivery, I received a call from Jill at 1-610- [redacted] advising me that my refrigerator was not available and was on back order with no future delivery date setIt is now 8/30/and Sears cannot give me a delivery date on a product they charged to my credit card on 8/13/I called for a deferral of payment until it is delivered and what my options areThey said no deferral can be madeThey can only cancel the order and I can choose another applianceI have a limited budget and spacing in my kitchenIf I cancel this order and reorder the same item, I will go to the bottom of the delivery listI called the store and they are still selling the same product, setting delivery dates of 9/2/yet I cannot get my paid for itemI am at a loss of what to do because I do not have the cash to pay for the itemIn the meantime I am running a refrigerator that had very little coldnessFood is spoiling, I am making multiple unnecessary trips to the grocery store since I can only store a day or two's food in my broken refrigeratorJill at the warehouse stated she has no way to contact the vendor that supplies the item via phone or emailI don't understand how they are selling an item that is not available and charging for it with no delivery date in sightThis seems like misrepresentation and I am extremely frustrated with their "no info" answersKindly look into this matter

January 19, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refrigerator repair It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon reviewing Ms [redacted] service order, we found that the door needed to complete the repair to the refrigerator was on back order until MarchTherefore, we authorized Ms [redacted] an in-warranty exchange Ms [redacted] selected a new refrigerator on January 19, 2017, and is scheduled for delivery on January 21, Additionally, we will ensure that the remaining Master Protection Agreement (MPA) coverage transfers to the new refrigerator While the manufacturer’s warranty expires one-year from the date of delivery, the MPA will provide extended coverage until July 16, Since it is our understanding that the aforementioned resolution meets with Ms [redacted] approval, 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

January 22, [redacted] Revdex.com North Wabash Ave, Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr [redacted] complaint regarding service experience We apologize for the delay in responding to this complaintWe are currently waiting the completion of a service appointment scheduled for January 23, Once we have the updated report from the service unit we will be happy to submit a more complete reply We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted] I am rejecting this response because: the conversation on December 1, was regarding a billing matter for a visit on July 31, that did not take placeThe insurance company was billed for a visit that did not take place, and the insurance company explained the charge to me that Sears Dental bills the insurance company every month whether a visit takes place or not This interest charge of$that is in dispute is a completely different matter and is not addressed at all in their responseThe calculation of the interest charge is borderline illegal and the $original charge was paid in full by October so I don't know why the interest charge was applied anyway Sincerely, [redacted]

November 25, [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding the replacement amount she was allotted for her microwave.We understand that [redacted] was upset with the amount allotted to replace her microwaveOur records also show that she contacted the Sears [redacted] (PABA) on November 4, and she was offered a Gift Card in the amount of $for the $difference she paid for her replacementWe show the gift card was processed that day and mailed to her physical address If [redacted] has not received that gift card she need only contact the PABA office at [redacted] *nd reference her case # [redacted] and thy will be happy to helpSince we have provided [redacted] with a gift card for the difference and she accepted this resolution we have closed our case.We apologize to [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, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted]

January 24, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the replacement of her range As clarification, the terms of Ms [redacted] Basic Protection Agreement (BPA) were followed and she was given what is provided for according to those termsAs a courtesy, we offered to refund part of Ms [redacted] installation fees as well as issue $worth of SYWR points to her accountShe accepted our offer and the process is currently underway In closure, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]

From: Donna Sent: Tuesday, October 27, 7:PM To: '[email protected]' Subject: RE: Revdex.com Complaint Case# (Ref#36-5305-94574502-11-1100) I responded to the response but have not heard furtherWe were offered our money back and a 15% discountI did not get a code to use the discount Thank you Donna [redacted]

November 5, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding a promotional coupon she had attempted to use, but was not able to We first want to assure [redacted] that we appreciate her patronage and also that her feedback will be forwarded to the appropriate partiesWe are able to trace interactions and see who was involved so that we may follow up and take action if neededThat said, we have added the $worth of points [redacted] mentions and they should reflect within business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe 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]

I just had a repairman to the house to work on my washing machine that went down, found out that 10yr factory warranty had just expired that would cover the repair, so he suggested to call customer service to see if they will extend/cover cost of $(about what I paid for it) and if they would cover it, it will only be @$for laborAfter being transferred back and forth or times and being told "we won't extend warranty" I asked for a manager who did speak a little better English and told her that I was a loyal customer and has spent a lot of money (thousands) with owning a Kenmore Elite dishwasher, Kenmore Elite stove, Kenmore Elite refrigerator & the Kenmore Elite washer/dryer set and even had bought extended warranties for a period of time until they got to expensive eventuality, I was told that she "appreciate that I was a loyal customer" but "they still would not cover the repair" but I could spend money to buy a whole house warranty for, I don't know for how much because at this time I was fed up with them and the run around and I was also told that since a ticket was already made for the washing machine this repair would not be covered on any new warranty purchasedSo now I'm in the market for a new washer but it won't be from Sears or a Kenmore as this is how they treat their loyal customers, the next company might be better or not? but I know how I will be treated by SearsThe company makes millions and they are losing a loyal customer over a $repair, sad

January 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding his allegation that the delivery team damaged his flooring during the delivery of the range and that he has not been contacted since he filed the damage claim We reviewed the delivery notes and he reported the damage on December 27, and was provided claim [redacted] The notes indicate that Mr [redacted] called multiple times to check the status of the claim and the carrier was notified to contact Mr***On January 18, Mr [redacted] called again to report that he had not been contactedWe reached out to the carrier again and they confirmed that they had contacted Mr [redacted] (or possibly the tenant) on January 17, Mr [redacted] had stated that he his family was ill and that he would sign the paper work that was sentUpon receipt of Mr [redacted] complaint, we reached out to the carrier again to contact Mr [redacted] and provide an updateOn January 26, we were notified that the carrier’s office had made attempts to contact Mr [redacted] or his tenant at the phone numbers provided on the complaint, but were unable to make contactSince he has not responded, the carrier’s office is unable to resolve his issue until they have the opportunity to discuss the matter with himIn the interim, we will consider this matter closed, pending his response 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 Complaint Specialist Sears Holdings Corporation [redacted]

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Address: 7816 Cooper Avenue, Glendale, New York, United States, 11385

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