Sears Holdings Corporation

I am writing to share a negative customer service experience. I purchased a whirlpool 5 drawer refrigerator from your Sears outlet store on [redacted] in Charlotte North Carolina on July 12, 2016. Upon arriving 2 hours late for delivery today, the delivery team presented the refrigerator with two very noticeable dents on the freezer door that were not present at the time of purchase. The delivery driver attempted to argue with me that the condition was present when I purchased despite my signed paperwork showing no damage in that location. Upon contacting the store, I was told that there was nothing they could do for me except a refund which would take 5 business days. I returned to the store seeking to resolve the matter and was then told I could do an exchange for another item. I was also told that I would be responsible for the difference in price with the two items despite this being. An item that was not what I wanted or purchased. I was also told that the store had three other deliveries to come back today with the same issue die to failure to shrink wrap items. When I asked that the replacement item be shrink wrapped, Trent, the manager at the location informed me that Sears does not shrink wrap. When I pressed further he said they he believed this was intention damage by someone internally, to which o replied that that the damage was the stores responsibility. I was told when I asked for a different delivery driver, that this is the only delivery driver the store has. When I asked to speak with the franchise owner, Trent informed me that "he is Russian and speaks little English". At every point Trent failed to offer anything for my inconvenience. He informed me that if I were to go to another Sears store for an item that I would still have to wait 5 days for a refund and would have to purchase the item then later recanted, and credited my account the difference between the original purchase price and the new lower priced inferior item. When I inquired about whether I could have a similar item delivered from another store I was told that no other items were available in the distribution network. The original sales agent his in the dock while I picked out anew item, and then trent informed me that the salesperson who did help me would not receive a commission since this was a return even though she had helped me while David hid on the dock. I feel strongly that this issue was created by negligence and that some form of remuneration should hav w occurred even if it was to waive delivery charges. I feel that the store should have allowed me to pick a similar item that more closely matched my original order, even if they had to discount it by the $200 price differential since this was their mistake. Trent was evasive, and acted as if this were my problem. He was extremely unhelpful and lied multiple times lecturing me about "corporate policies". I happen to work in risk management where I write corporate policy and did not appreciate either his time or his refusal to make this matter right. Sears has lost my business and I will do everything possible to ensure that no one else gets this type of bait and switch pulled. If this is the type of franchise ownership you have in your outlet stores, who is unwilling to make even a small concession to right their own mistakes, then I understand why this company is facing bankruptcy.

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet CenterPrior to filing his complaint with your agency, [redacted] connected with Mr [redacted] from our Executive Member Services officeNotes from the now closed case indicate that [redacted] was provided with a new dryer on Friday, April 1, Moving forward, if [redacted] has any additional concerns with Sears Outlet Center, we ask that he contact [redacted] the Outlet Store Manager at [redacted] Since Mr [redacted] has closed his case, 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]

February 22, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order and request for a full refund We would first like to apologize for any inconvenience Mr [redacted] may have experiencedAfter researching the notes in his order we found that an ERL had been issuedAccording to [redacted] the order had been dropped off on or around February 9, Sears Online was able to confirm that the order was returned to the vendor’s warehouse on February 18, Accordingly, a refund of $was refunded on February 19, For Mr [redacted] records the return sales receipt number is [redacted] We apologize again for any delay Mr [redacted] experience when he initial made his attempt to return this productIn the interim, since 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to service her boiler [redacted] Sears Home Services, Authorized Service Provider Associate provided the following response: Sears Home Services contracted with [redacted] , a local service provider to provide service to [redacted] boiler as we currently do not have a Sears technician in the areaThat said, I called the home and spoke with [redacted] this morningDuring the conversation she told me that the tech called them yesterday went over a few things over the phone on getting the boiler startedThe technician wanted to go there yesterday but scheduling did not work outWhen Mrand [redacted] arrived home they tried the procedure laidout by the [redacted] technician and the unit started to operate [redacted] informed me that she cancelled the appointment with [redacted] for this reason [redacted] will call in and schedule a preventative maintenance check when her scheule allowsAt this time, since we have noted our response to [redacted] complaint, 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]

This is a negative review concerning a consumer fraud issue with Sears, 50 Route 46, Willowbrook Mall, Wayne, NJ 07470. On March 23, 2013, we purchased a 7000 Watt Briggs & Stratton generator. The salesperson asked us if we wanted to purchase a 3 year home repair protection agreement for $157.99. We declined. He then urged us to reconsider buying the RPA, explaining that if we never used the service, we could request a FULL REFUND of $157.99 before the 3 years was up. We questioned the validity of his statement & he repeated the same thing mentioned above. We decided to go ahead & purchase the RPA, since we were told "we had nothing to lose". On March 21, 2016, I called 1-800-4-MY-HOME to request my full refund of $157.99. I not only was shocked, but deeply dismayed & upset when I was told that a full refund was not possible. I was told that I needed to request it within the first year, & after that it would be prorated. I told the Sears rep that at the time of purchase, we were told something totally different & repeated the above story. She said that she would issue us a check for $14.09, to be received in about 15 business days. Before hanging up, I asked to speak with a manager. I was put on hold for an extended length of time without anyone picking up. I eventually hung up. I feel that we were pressured into buying the RPA under false pretenses. If the salesperson had been honest with us about the terms of the RPA, we would have declined a second time & saved ourselves $157.99.

November 2, [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 her dissatisfaction with our customer service and non-receipt of a refund for items she ordered from sears.com but did not receive It is unfortunate that we failed Ms [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 confirmed that upon our receipt of this complaint, Ms [redacted] had already been informed that a refund of $was issued to her [redacted] account ending in [redacted] on October 13, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [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] Regulatory Complaint Specialist [redacted] ***

November 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: # [redacted] – Gary A [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled Sears layaway It is unfortunate that we failed Mr [redacted] ’s expectations when he used Sears layawayWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review As a result of this action, we revealed that Mr [redacted] opened his layaway on January 27, 2016, with a payment of $ A second payment of $was made on February 11, Our records show that the layaway was cancelled approximately one month later, on March 11, 2016, and our system refunded $to Mror Mrs [redacted] ’s Visa card with a last digit of The total of the refund differs from the total of Mr [redacted] ’s payments because a $layaway fee was assessed, as agreed to at the time the layaway was opened If Mr [redacted] is unable to confirm the refund with his credit card provider, he may contact Regulatory Complaint Specialist Nicki Goldberg at 512-248-for assistance He must provide his full credit card number in order for us to fully investigate the refund At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced Since we have noted Mr [redacted] ’s comments and our system shows that a refund has been issued, we respectfully ask to have this matter closed pending Mr [redacted] ’s response, We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***

(The consumer indicated he/she DID NOT accept the response from the business.) On several occasions and after speaking with several supervisor's I made it clear that the account in question had been closed and I no longer had access to itI was told by at least supervisor's that they would stop the payment and have a check issuedI was also told this by the store managerI'm not sure who this money went to but I never received itI just want what is owed to me and for this to not happen to anyone elseI immediately called the customer service line upon receiving the cancellation orderI told numerous representatives that the account had been closed and o no longer has access to itSo why then would they still send money to an account I repeatedly told them I couldn't access

November 13, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of *** [redacted] complaint regarding her recent order Unfortunately, we have no process in place at this time to issue refunds in the form of e-gift cardsHowever, it is a good suggestion and something we will consider adding in the futureThat said, we want to apologize to [redacted] for what occurred with her orderA gift card for $was issued on November 11, and she will need to allow 7- business days for it to arrive [redacted] account was also credited $on November 10, In light of the aforementioned information, we respectfully ask that this matter remain closed Again, we apologize to MsKostielney and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] t [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ [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 refrigerator Sears Home Service records indicate that a service call to repair Ms[redacted] refrigerator was completed on October 3, During the service call the technician replaced a water tube, once installed it was tested and was found to be leak freeIf Ms[redacted] has any damage to report she can contact Sedgwick, our third party liability claims administrator at XXX-XXX-XXXXAt this time, since we have repaired the leak and have provided Ms[redacted] with Sedgwick's phone number in the event she needs to file a complaint, we ask that this complaint be closed 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 Claims Specialist Sears Holdings Corporation [redacted] @searshc.com

August 23, class="InsideAddress"> Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: # [redacted] – Dominique [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Ms***’s complaint regarding her recent visit to one of our auto centers Upon receiving Ms***’s complaint, we escalated her concerns to Solito Depeine, Store Manager of unit# MrDepeine attempted to reach Ms [redacted] via telephone several times but the line rings as busyWe are unable to resolve Ms***’s issue until we have the opportunity to discuss the matter with her She may contact MrDepeine at 954-779-at her earliest convenience if she still requires assistance with her issue In the interim, we will consider Ms***’s matter closed, pending her response We apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist ***-***- [redacted] Erica[redacted] @searshc.com

November 18, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Jacob [redacted] Dear Mrs [redacted] : We have completed our investigation of Mr [redacted] complaint regarding his tire gauge We have spoken with Mr [redacted] in regard to this issueAs clarification, our Craftsman warranty does not note that a replacement will carry the same warranty as the original itemHowever, we have issued a check for the cost of gauge Mr [redacted] purchased recently as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered resolved We apologize to Mr [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie[redacted] @searshc.com [redacted]

I had a very negative experience with a recent air duct cleaning contracted through SearsWhile I cannot judge the quality and thoroughness of work your authorized vendor provided, the way it was conducted was stressful and definitely not in a manner that the Sears brand would proudly stand behind The experience started with a phone call to clean our dryer vent and quickly escalated to the cleaning of all HVAC ducts for which I pre-arranged an offer for the amount of $covering ventsMy wife stayed home to let the contractors in but I ended up talking to the person over the phone several timesThe original quote in the neighborhood of $had to be quickly adjusted when I was notified that there are ducts altogetherThe next phone call informed me that we were up in the $1,range due to some debris in the ducts which might have backed up into the furnaceAnother phone call later the amount was already over $1,The person told me that the coil and motor needed to be cleaned, tooThe most stressful call came after thisHe claimed he had made a calculation error, and the final amount was over $2,I started to question this amount and requested a detailed listMy wife sent it over by emailOnly then I realized that the person also added a UV filter for $1,000! I had never requested this, nor had I authorized itThen it took me minutes over the phone to communicate to the person that I did not need the UV filterHe kept on insisting that I needed itHe was agitated and only when I became very affirmative on what I authorize and am willing to pay for did he finally give up and agreed not to install itI could sense upset and frustration in his voice According to my wife, he then refused to use the available offer covering vents; instead he charged us individually for each vent above the original It would have been cheaper with the 14+offers He took out the $1,UV filter and we ended up paying $1,It was well above what an average consumer ought to pay for such a service ($500-$range)I do feel that I was overcharged and of course I have no way to test the quality of the cleaning, especially in the furnace itselfThe coil cleaning ($575), blower motor cleaning ($475), furnace remediation ($300), sanitation and disinfection ($each), and filter ($250) increased the price tremendouslyAre these really the legitimate costs of such cleaning? Besides the high prices and the negative experience regarding the unwelcome pressure and the manner in which he applied it, not to mention the charge I did not authorize, the quality of the invoice he provided is not up to business standards (I can email a copy)it was originally not even for me, and the handwriting and calculations are almost impossible to follow The bottom line is that I am very unhappy with the price and the experience, and overall I am not satisfied with this serviceI don't even know what their "Sears Satisfaction Guarantee" meansI did not find a single mailing address on their websites to send the complaint to

April 7, 2016 class="InsideAddressName"> [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *** [redacted] We have completed the investigation of [redacted] complaint regarding the yearly check up on her washer and dryer. We have received [redacted] complaint and apologize that her washer was not looked at by our technician the same day her dryer was. Upon further investigation, it was determined that there was an error within our scheduling system and we have put forward this complaint to help resolve the issue so that further issues such as this can be averted. Because we value [redacted] patronage, we have processed a $50.00 gift card for any inconveniences that she may have experienced. The gift card will be received in 7-10 business days to the address listed on this complaint. 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]

Purchased queen mattress and box spring sets with two headboards and frames at the store located in Melbourne, FL from [redacted] .' The first delivery was clean and smooth As of today, 8/9/16, this will mark the third attempt to deliver the other set First attempt the bed frame had no rivets and hence was not usable The second attempt the screws delivered inside the frame box were too large to fit the frame to attach the headboard After my two trips back to the store to see Wendy and Goldie, they informed us Sears recently changed their frames and hence "I guess the frames are no longer universal to fit any headboard" and "This is the first time I have ever heard of this happening" etcToday we will swap out the existing newer bed frame to replace with the older Sears universal version and hopefully the screws are long enough to hold the headboard AND fit into said frame What a messOne month later and with fingers crossed for today, the third attempt is the charm Hopefully, Goldie or Wendy, the sales staff at the store, are in sync with the product delivery team If they knew their products at the store level and had quality checks ffrom the delivery site, aka open the box and check to see if the screws fit prior to actual home delivery arrival or see if the frame from China actually had rivets in it, then all this would of been avoided vsthe 'hit and miss' approach Very disappointed and frustrated Goldie did inform us that her manager was on vacation this week and any alternative screw attempts were off limits as they 'are locked up in his office' during the past Saturday and Sunday trips to the Melbourne, FL store Incompetence comes to mind and if the manager quits after vacation hope someone gets the keys Seems that with proper delegation of duties and access that could of been avoided as well If the manager has a box of screws in his office, is this really the first time 'we have ever heard of such a thing?'

(The consumer indicated he/she DID NOT accept the response from the business.) Because the did it on purpose and true if the weather was appropriate to leave out but it was degrees that day had nothing to be left out for an hour let alone hours so I disagree and I expect something to be done with or without the master protection because it was deliberate and malicious not only did they leave my food outBut they left the doors to my refrigerator that was supposed to be taken that I paid for on outside where a child to easily suffocate themselves thank you and I need you to read review this case

August 25, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Nick S [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***’s complaint regarding his recent online order experience and request for a full refund It is unfortunate that we failed Mr***’s expectations as we value his patronageWe 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 the order and PayPal system, we show that a refund of $was issued back to the account on August 17, The remaining amount due to the PayPal account is $therefore; we processed a refund check today under return receipt number [redacted] The check will arrive in the mail within to business daysFinally, we have emailed our Shop Your Way Reward department to verify that the refund of $was returnedAdditionally, 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 uponIn the interim, we have noted Mr***’s 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

November 18, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the performance of his water softener due to a leak issue and his request for a replacement.Upon receipt of [redacted] complaint we reached out to Tech Manager [redacted] and District Manager [redacted] to assist with [redacted] concern They reviewed the service order notes and discussed the repairs with the technicians regarding the water softener It was determined that the technicians have repaired the leak to the best of their ability However, the technicians had informed [redacted] that the plumbing is not secured to the wall, and the constant movement of the line is causing the leaks in the bypass valve [redacted] contacted [redacted] and offered to send a senior technician to re-inspect and provide another opinion on the issue [redacted] agreed and service was set for November 18, Our technician reported that he inspected the water softener and found no leaks He also confirmed that there have been no leaks since the last repair that was completed on October 21, Our technician noted that the plumbing was still not secured and explained to [redacted] that if the lines were not secured, it will leak again, and any additional leak related issues would not be covered under warranty [redacted] confirmed that he was going to have plumbing lines secured Since we have addressed the issues brought forth in [redacted] complaint, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted]

I have dealt with Sears Appliance and Hardware in Avon,IN several times in the pastNever have I seen such poor customer service as with my recent purchase, and subsequent refusal of the item I ordered due to severe damage The product was paid in full and ordered on 7/3/for store pickup with an estimated pick up date of 7/7/On the 7th, I received an automated voice message stating "this is Sears calling with information about you order, we are experiencing technical difficulties and we will call you back"I decided to return the call, which directed me to contact my local store about my order When I called the store, I politely stated I had ordered a tool box, received that automated message, and was calling to follow up on my orderThe representative replied very shortly that "its not here" and hung up the phone On 7/8/16, I received the same automated voice message and again contacted the store where I placed my orderI was asked for my information and a number I could be reached and told I would be contacted shortlyThis was at a.mand at p.mi just drove out to the store to find out what was going on, and was promptly told my item was in and ready to pick up(Why this couldnt have been relayed over the phone so I could arrange to be there with a truck and pick it up, and not waste a trip, I don't know.) Come 7/9/16, I went back to the store with my truck ready to pick up my tool boxI wanted to inspect it before I signed for it and loaded it, and was given attitude about that by the young lady at the deskThen, instead of walking me back to the loading area where they had it, she made me walk out of the building and around the entire perimeter to the dock in the back, where it hadnt been inspected when it came in; and it was severely damaged and unusable The entire experience after the sale was a horrible display of customer service, and I dont think I'll find myself in a Sears Hardware store againI feel that I was treated quite rudely, and as though it was a bother for me to ask the status of my orderThe only positive is that the associate refunded my money without any real problemWhich just shows me they dont need or want my business

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her stove [redacted] Sears Home Services Customer Advocate provided the following response: Sears Home Services completed the repairs to Ms [redacted] range on January 25, I contacted Ms [redacted] after service was completed and was told that the range was operating sad designedIf I can be any additional assistance to Ms [redacted] , she can reach me at [redacted] That said we ask 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]