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Sears Holdings Corporation

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Sears Holdings Corporation Reviews (5890)

Sears products have gone down hill - brought a refrigerator less than years and it stopped working - Sears refuses to fix

February 5, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order and request to receive the same item ordered for the same price originally paid As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] located at [redacted] with an email address of [redacted] and telephone number ( [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details In closure, since Mr [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his requestAs such, a refund of $has been credited to Mr [redacted] account on January 28, As this decision is in accordance to our posted terms and conditions, we have closed our file 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

September 26, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – [redacted] B [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and request to pick up the merchandise from the nearest store and sale price honored [redacted] , Store General Manager for Unit ***, provided the following response: We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedFortunately, we were able to have the shoes ready for pick up at a neighboring store and the price of $will be honoredAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we have honored Ms [redacted] ’s request, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

February 4, [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 transaction We have spoken with Mr [redacted] in regard to this issue and he was provided with a resolution that he indicated was satisfactoryIn light of the aforementioned information, we have closed our file 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]

Initial Business Response / [redacted] (1000, 13, 2015/08/11) */ August 11, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr [redacted] complaint regarding the alleged damage that was done to his residence upon the delivery of his purchased appliance After reviewing Mr [redacted] complaint and our records, we were able to determine that he was assigned Damage Claim XXXXXX, which is currently pendingAs clarification, once the claimant has been assigned a claim number through our third party vendor MXD, they provide an official response representing SearsMXD has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon MXD's actions; their decision on any claim is finalWe contacted the Operations Manager [redacted] and were informed that when the delivery took place, the customer did not inform or report any damagesThe customer signed the manifest that is provided to all customers signing and agreeing that no damage was doneMr[redacted] also informed us that the customer called in days later to report damageBased off the information above, an offer was made in the amount of $500.00; however Mr [redacted] declined the offerIf Mr [redacted] has any questions or concerns regarding his claim, he may contact Mr[redacted] at XXX-XXX-XXXX or [redacted] @MXDGroup.com In the interim, since Mr [redacted] issue is being handled through a standardized claim process with MXD and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, Mr[redacted] , we have closed our file We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] REGULATORY SPECIALIST, regulatory complaints sears holdings corporation O: [redacted] Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) 5/13/Damage of kitchen floor reported to delivery men, [redacted] They became hostile, would not let me finish what I was writing on manifest or give me a copy [redacted] told me to call [redacted] at Vital Building for floor replacementXXX-XXX-XXXXHe sent her picturesI reported damage to Sears X-XXX-XXX-XXXX, no one called backI called Sears manager [redacted] several timesShe would not take calls or call back On 5/15/I finally was able to speak to Mr [redacted] operations manager at the Sears storeHe said he would report it to their company6/19/[redacted] of MDX said [redacted] , owner of the delivery company was only willing to pay $500, based on what I paid for the floor on a special deal years ago, $would not even pay the cost of materials today 6/25/[redacted] nsurance agent, [redacted] said $would be a proper offer since floor replacement will cost $and is only years old 7/24/I spoke to [redacted] and agreed to accept $to settleHe said he would send a check, but has not I am surprised and upset that Sears chooses to deal with these less than responsible companies and the refuses to provide service to a customer that was damaged and who has repeatedly tried to get help from them Final Business Response / [redacted] (4000, 17, 2015/08/21) */ August 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr [redacted] rebuttal to the response we previously sent After reviewing Mr [redacted] complaint and our records, we were able to confirm that Ms [redacted] called our office to extend a thank you and confirming that she received the checkSince we have confirmation that Ms [redacted] called in to confirm that the check was received today August 2015, we respectfully request this case remain closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] REGULATORY SPECIALIST, regulatory complaints sears holdings corporation O: [redacted] imx integrated member experience

March 11, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the cancellation of her layaway order, our customer service and non-receipt of a refund.It is unfortunate that we failed [redacted] expectations when she recently placed an order with Kmart We value her patronage and can understand her frustration with the events detailed in his letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reviewed our records and revealed that we issued refunds of $25.86, $15.46, $15.00, and to [redacted] between February 25, and March 1, It should be noted that this is a total refund amount of $71.78, which has resulted in an over credit of $to [redacted] , since she paid only $on her layaway before it was cancelled It may also be important to note that aside from her down payment, [redacted] made only one installment on her layaway days after it was opened and Kmart Layaway terms specifically states payments are due every days and "Layaway merchandise will be returned to stock seven (7) days after a missed payment." At this time, we can only reiterate that we truly regret any inconvenience or misinformation [redacted] 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 [redacted] ’s comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she encountered at the store due to a register error and her request for a refund of the duplicate charges.Upon receipt of [redacted] complaint we reached out to [redacted] , Store Manager for Store [redacted] to assist with [redacted] concerns [redacted] contacted [redacted] and apologized for any inconvenience that this experience may have caused her On October 30, we issued a credit of $to [redacted] and it should post to her account within 3-business days With that being said, since we have provided [redacted] with her desired resolution, 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]

Initial Business Response / [redacted] (1000, 6, 2015/09/28) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX September 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] 's complaint regarding his inability to receive a replacement snow thrower and his subsequent request for a refund instead While we can understand Mr [redacted] 's frustration with the events in question, a refund was not an option available to himHowever, a replacement certainly wasUpon investigation, our CarRepair Group found that the original replacement authorization was never entered into our system so that the authorization could be used at any Sears store for a replacementWhen they received Mr [redacted] 's complaint they rectified this so that there is now an official record and he can go in at any time to select his replacementWhen they reached out to Mr [redacted] there was some initial resistance to this resolution, as he really wanted a refundWhen he understood that this was not an option, he agreed to the replacement authorization in the amount of $Since this is ready to be used at Mr [redacted] 's convenience, 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

December 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: – Elizabeth [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] complaint regarding her online orders and her request for a full refund We would first like to apologize for any inconvenience Ms [redacted] may have experiencedAfter researching her orders, we found that she had previously been in contact with Sears Online SolutionsAccording to the notes in her order, a refund was processed on December 28, 2015, under return receipt number [redacted] The credit should post to the account Ms [redacted] used at the time of purchase within to business daysWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWe hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceIn 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

September 28, Nita [redacted] Revdex.com North *abash Ave., Ste# Chicago, IL Re: # [redacted] – John [redacted] Dear Ms [redacted] : *e have completed the investigation of Mr [redacted] ’s complaint regarding the problem he encountered *hen he attempted to return the counter top micro*ave after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges *ithin the parameters of our stated refund and exchange policyOur return policy is available on online at Kmart.com, posted on signs at registers, or a consumer can ask an associate for details*ith that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging *ith all accessories, manuals, and parts, *ith your original receipt, for a refund or exchange (subject to the terms and conditions belo*)For most items, you have days from the date of your original purchase to make a return *ith the follo*ing exceptions...”Since Mr [redacted] purchased the countertop micro*ave on May 7, 2016, and attempted to return it on September 13, 2016, he *as clearly over the 30-day “hassle-free” return period Ho*ever, after the Sears hassle-free 30-day return/exchange period has expired, the countertop micro*ave is covered by the manufacturer’s one-year *arrantyThe *arranty states, “If this product fails due to a defect or *orkmanship *ithin one year from the date of purchase, return it *ith proof of purchase to any Sears store or other Kenmore outlet in the United States for a free replacement”Since Mr [redacted] stated that the micro*ave *as not *orking, Mr [redacted] should be issued an in-*arranty exchange, not a return*e reached out to Store Manager David [redacted] to assist *ith the in-*arranty exchangeMr [redacted] contacted Mr [redacted] to discuss his concernsAs a good-*ill gesture, Mr [redacted] offered to make an exception and process a return for a refund*ith that being said, since *e have addressed the issue brought forth in Mr [redacted] ’s complaint, *e have closed our file Again, *e 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct Matilda[redacted] @searshc.com

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Zsuzsanna ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding repairs to her Samsung washerMs [redacted] washer is one of those that has been recalled for repair by SamsungWe recommend that Ms [redacted] follow the instructions posted on Samsung’s web pageAs a courtesy we have noted the link belowSamsung has options available to consumers whose washers are noted in the recallhttps://pages.samsung.com/us/tlw/index.html Since Ms [redacted] washer is affected by the recall, we are unable to further assist her and must refer her to Samsung We apologize but we are unable to assist further, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

September 9, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction our customer service and the shipment of a part order he attempted to cancel It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with Sears Parts DirectWe 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 We have been unable to confirm our receipt of the part Mr [redacted] refused at the time of delivery Regardless, we issued a refund of $to Mr [redacted] as a good will gesture on September 8, This refund was provided in addition to a previous refund of the shipping charge of $9.99, which was also offered in attempt to satisfy Mr [redacted] complaint At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and 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] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ July 6, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] - Leslie Christina [redacted] Dear Ms [redacted] , We have completed the investigation of Mrs [redacted] complaint regarding her dissatisfaction with our customer service, failure to provide delivery, and non-receipt of a refund for her cancelled order It is unfortunate that we failed Mrs [redacted] expectations when she recently purchased appliances from sears.comWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Mrs [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have confirmed that the remaining refund for Mrs [redacted] order was issued on June 22, 2015, in separate amounts of $460.31, $459.31, $9.20, $13.80, $15.64, $At this time, we can only reiterate that we truly regret any inconvenience Mrs [redacted] may have experiencedWe hope that in the future she will allow us an 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 possibleWe respectfully ask to have this matter closed, since we have noted Mrs [redacted] comments and the requested refund has been provided We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted]

November 23, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] ***Dear [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order he placed for in store pick-up.It is unfortunate that we failed [redacted] expectations as we value his patronage We can understand his frustration with the series of events detailed in his complaint We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe confirmed that [redacted] has received a refund on the hose for $Therefore, the remaining total of $will be processed shortly according to District Sales Manager, [redacted] Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponShould [redacted] have any questions, he may contact the local store directly at [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation

July 25, 0pt" class="InsideAddressName"> [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding rust on his washer We have received [redacted] complaint and would like to note that we have had a technician inspect/diagnose the washer on three different occasions It is worth noting that the washer is being used commercially and the rust on the washer is located on top of the washer Rust is not covered under the warranty or Master Protection Agreement and his washer will not be replaced or refunded [redacted] washer is currently working as designed and should any issues with functionality occur, the unit will be repaired under warranty 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]

After years of shopping with Sears I will never shop with them again!

I purchased a [redacted] Dishwasher and with in a year and less than a month the dishwasher bromeClient Support said I would be charged for the inspection, parts and laborI asked to speak with a manager and they said noI later checked and their own warranty says that parts are covered up to years and this was not offered to meThe only way they can make this right is repair this subpar product free of costI am completely dissatisfied

Contact Name and Title: Erica [redacted] Contact Email: Erica[redacted] @searshc.com September 30, Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Mary [redacted] # Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the installation of her dishwasher We have received Ms [redacted] complaint and apologize that Ms [redacted] dishwasher installation did not go as planned and took longer than expectedWe value Ms [redacted] patronage and can assure her that her concerns have been forwarded to management for review, so future problems of this nature can be avertedWe We have processed Ms [redacted] gift card, per her request, in the amount of $The gift card will be received in 7-business days to the address listed on this complaintThat being said, because we have provided Ms [redacted] with her requested resolution, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Claims Specialist [redacted] Erica[redacted] @searshc.com

August 25, Nita [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL Re: [redacted] – Louise A [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and request for a full refund It is unfortunate that we failed Mr [redacted] ’s expectations and we can understand his frustration with the series of events noted in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online confirmed the receipt of both products back to the warehouseAccording a full refund of $was issued on August 12, and $on August 19, These credits should post to his account within to business days or dependent on his financial institutions policyAdditionally, 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, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Tell us why here [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear MsVi [redacted] We have completed the investigation of Mr [redacted] rebuttal regarding Sears Home Services and repairs to his refrigeratorSears provided Mr [redacted] with his desired resolution noted in his complaint which was to have his repair expedited and to receive a refund of his protection agreementIn our initial correspondence we noted that we repaired the refrigerator and we also referred Mr [redacted] to our service contracts office to discuss a refund of his protection agreement Per our service contracts office, Mr [redacted] filed a claim for food loss in the amount of $The claim was approved and Mr [redacted] should be receiving his food loss reimbursement check in the next 10-days Our service contracts office approves small item/rental reimbursement funds once it has been approved from their officeWe have no record of Mr [redacted] being approved for small item/rental reimbursementAdditionally, when small item/rental reimbursement is approved, it is for a college size mini refrigerator purchased from Sears or KmartWe will not be reimbursing Mr [redacted] for a $freezer from [redacted] Sears does not reimburse for lost time, we will not be providing Mr [redacted] with $If Mr [redacted] would have contacted Sears for small item reimbursement, per his contract, he could have been approved for small item/rental reimbursement for an item purchased from SearsSince we have noted our response to Mr [redacted] rebuttal, we ask that this complaint remain closed 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

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

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