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Sears Holdings Corporation

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Sears Holdings Corporation Reviews (5890)

September 1, [redacted] RevDex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding a recent purchase As clarification, our records reflect that the recliner Ms [redacted] was provided with was newThere may have been some shipping tag attached from our warehouse, but it was not previously usedWhen asked to produce the receipt that is claimed as proof of being previously sold, our request was declinedAdditionally, our facility is regularly scheduled for inspections and pest control treatments if necessaryThere have been no issues recordedFinally, our return policy clearly notes: “Indoor upholstered furniture, including recliners and sofas, and delivered wood furniture must be returned within days of the delivery date.” As such, we are unable to grant Ms [redacted] request and 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] Specialist, Regulatory Complaints [redacted]

January 22, [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 her cancelled layaway order It is unfortunate that we failed Ms [redacted] expectations when she recently used Kmart layaway servicesWe value her patronage and can understand her frustration with the events detailed in her letter We can assure Ms [redacted] that her concerns have been forwarded to management for review so that we may improve our services It may be important to mention that our records indicate that as Ms [redacted] states, her layaway was cancelled due to a delinquent payment In case Ms [redacted] is not already aware, our online layaway service allows customers to make payments every two weeks for up to from the date of layaway account opening While we do allow a seven day lapse before a layaway account is cancelled for non-payment, layaway payment progression is an automatic process our store and online associates are unable to defer or change in any way Additionally, refunds for layaways cancelled due to delinquency are processed only after the last day of grace has expired With that having been said our records indicate that Ms [redacted] spoke with sears.com representatives on December 10, 2015, and they correctly advised her that her layaway could not be reinstated, but that she would be able to place a new order at her convenience Our records also show that Ms [redacted] made a single payment of $ Therefore, after the layaway fee of $and the $cancellation fee were assessed, Ms [redacted] was issued a refund of $to her [redacted] account ending in *** At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experienced We respectfully ask to have this matter closed, since we have documented Ms [redacted] complaint and confirmed that the appropriate layaway process has been followed 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] ***

December 27, [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 coupon he received and his inability to apply it to an item he wished to purchase Unfortunately, we cannot proceed with an investigation of this issue without further informationWe have emailed Mr [redacted] asking for a picture of the coupon and the terms since he noted he had them, but there was no replyOnce we receive those documents, we will comment further 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]

Complaint: [redacted] I am rejecting this response because: The refrigerator "technician" gave a receipt to my daughter stating the refrigerator was "not repairable." So not only does Sears steal from its customers, it also lies and uses deceptionI was there that day the repairman was thereI heard exactly what he said and who he said it toSears has not lost a customer, it lost a family, it lost a generation of customers- all to save a few bucksI have never known a refrigerator to go out after yearsI don't care if the warranty was out- you should have done the right thingThis cost this young lady $for dealing with SearsHave no doubt- the [redacted] family- all of us- will never patronize Sears again If I thought for one moment I was dealing with decent human beings, I might try to relate to sears the mistake they are making Sears is in fact, a money grubbing, cold, heartless, corporation, where their only concern is that of greedGoodbye Sears- may you choke on your money- for one day it will end and you will have nothing! Sincerely, [redacted] ***

purchasedd 11/21/ [redacted] Dishwasher...plus year service planWhat a jokeYou wait 5-days for repair person with attitude to show upThen you wait 2-weeks for parts, then more time for service to fixAnd it breaks all the timeThe motors, the plastic bits inside, and now it is spewing water out the doorWhat a deal$2,screw jobAt years of age I have had dishwasher since they first were built by all the main companies [redacted] sucksDo NOT believe anything the Consumer Guides or the store tells youThe service people are a disasterWhen I tell them I am blind and they must explain what they are doing they cop an attitude and going storming outThat was one of we have hadHe was a real jewelService does not happenPhone calls to complain are just excessive long holdsTickets are left open so no other service can be doneIt washes poorlyWill actually pass on my experience to all I come in contact withSears = [redacted] clients

Hello, To whom it may concern, Sears has been a consistent dissapointment over the course of several months. After performing what has turned out to be a completely unnecessary tire alignment that should never have been done, because I have learned now that there is no point in aligning tires that are damaged. After being convinced that a tire alignment would be useful, Sears actually made the alignment worse by performing the maintenance. What is worse is that they claimed there were additional repairs that needed to be done. I was then referred to another repair shop and an estimated repair cost of $1000 dollars. Of course I could not afford this kind of repair so I drove around in my car for 3 months with dangerously sloppy alignment. Finally I took the car in again to an auto shop referred from a friend and found out that I simply needed to get 4 new tires and another alignment. No expensive repairs were needed. After getting the new tires and alignment I have never had a problem and I feel safe driving again. Being heavily dissapointed with Sears' lack of expertise and guidance with my situation, I tried to go back and receive reimbursement for the hardship I had faced, I was repeatedly ignored by management and was ultimately told that they would not refund any of the repairs and would not admit they performed a bad service. I am sending this report because I believe that I deserve at the very least an admission of poor work done on my vehicle. If Sears has employees that don't know how to repair wheel alignments, than they should be willing to pay for the costs of their ill advised work.

January 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding a [redacted] Each step of the WNLI process is explained on our registersOnce the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline Ms [redacted] accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway programIt is a lease with the option to buy after a certain period of timeThis is made clear on the leasing agreement the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: “once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX.” WNLI has confirmed that it appears that Ms [redacted] was also provided with a copy of this agreement via emailWe want to make it clear that WNLI is a separate entity and Ms [redacted] agreement is with themWe cannot interfere; she will need to contact WNLI with any further questions regarding her leaseIn light of the aforementioned information, 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]

Complaint: [redacted] I am rejecting this response because: I appreciate the reply, and really hope the business will make the process to be more transparent to the customer, when the item is removed or not ready for pickupAlso, the manipulation of time at the stores regarding the pickup timeMakes no sense to have a counter, if they stop it very early but you are still waiting 10, minutes to receive your item (or the information that it disappeared!), and no $guarantee coupon after all thatI confirm I received the $back regarding the order [redacted] that was returned via ***However, regarding the order [redacted] , I think there was a typo in the refund, as I received "2,250" ($2.25) and not "22,500" ($22.50) as replied to Revdex.com.Below is a copy of the two entries in my Rewards account for your verification.November 11, 2015- 2,Bonus PointsFull transaction detailsMember Care Center Adjustment November 11, 2015- 19,Bonus PointsFull transaction detailsMember Care Center AdjustmentThank youSincerely, [redacted]

[redacted] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] ’s complaint regarding a wall oven purchased from the San... Antonio Sears Outlet. [redacted] , Assistant Manager from the San Antonio Sears Outlet provided the following response:On Friday, October 30, 2015, a new Kenmore wall oven was installed at Mr. [redacted] ’s home. Due to the inconvenience encountered, he was provided with 10% sales adjustment. Additionally, the Outlet Store covered the installation charges. We have been advised that the oven has been installed and is operating as expected. Since we have noted the actions taken by Sears to resolve Mr. [redacted] ’s complaint, we ask that this complaint be 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 concerns.Sincerely, [redacted] Regulatory Claims SpecialistSears Holdings Corporation***. [redacted] @searshc.com

Nita [redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Harshnil *** # Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding a refrigerator purchased from the Sears Outlet in ClearwaterIt is our understanding that on Monday, December 7, 2015, the doors and power cord on Mr***’s refrigerator were swapped out by Nationwide ApplianceIf there are any additional concerns that Mr [redacted] needs to have addressed, we ask that he contact Amanda, the Assistant Store Manager by calling [redacted] As stated, since the doors and power cord were changed, we ask that this complaint be 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,Adam [redacted] Regulatory Claims SpecialistSears Holdings CorporationAdam[redacted] @searshc.com

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Contact Name and Title: Eligia Colburn Contact Phone: June 22, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - Brad R [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] 's complaint regarding his recent online order We would first like to apologize for any inconvenience Mr [redacted] may have experienced with returning his order for a refundWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the complaint filed, we found that Mr [redacted] had previously been in contact with Sears Online Solutions, Sears' escalated complaint departmentOnline Solutions reached out to the vendor to arrange the returnAfter verifying that the products had been returned to the warehouse, a refund was processed on June 14, Our records show a full refund of $has been refunded back to Mr [redacted] 's Sears charge accountAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr [redacted] 's concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

February 17, [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 recent orders As clarification, Mr [redacted] orders were placed through one of our Marketplace vendorsSome 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 With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors In the case of this item, it seems two different sellers had the same issue with the listingWe have forwarded this for correctionRegardless though, the merchant clearly did not have any intent to sell the entire sectional at such a substantially reduced price As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case Mr [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: “ Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN 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 HEREINPlacing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and our records reflect that the sellers have refunded Mr [redacted] money, we are unable to honor his request to receive the merchandise for the substantially incorrect price As this decision is in accordance to our posted terms and conditions, 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 Direct Dial: [redacted] Email: [redacted]

Initial Business Response / [redacted] (1000, 14, 2015/07/23) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX July 23, 2015 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL XXXXX Re: #XXXXXXXX - S.E. [redacted] Dear Ms.... [redacted] We have completed the investigation of Ms. [redacted] 's complaint regarding the repair to her washer and the bill she was sent for additional charges. After reviewing Ms. [redacted] 's service order, we believe we have discovered what caused her to be billed, and also to be charged the wrong amount. When our first technician was in the home and ordered the part, it is our process to collect at least the price of the part, in this case $78.48 with the tax, along with our non-refundable minimum trip/diagnostic fee of $59.00; with the tax this was $63.87. So both of those amounts add up to a prepayment amount of $142.35 and yet Ms. [redacted] does not indicate she made a payment during that first visit. For some reason unknown to us, the technician documented the order as if $142.35 was paid via cash or check, and then never collected that amounts. When the second technician returned, then Ms. [redacted] should only have had to pay the difference between the estimate that was given, and the amount that was prepaid. At this point if the technician had in fact collected only that amount, then Ms. [redacted] would have owed us the $142.35. However, that does not appear to be what happened. While Ms. [redacted] indicates that the technician collected the amount she was quoted on the estimate, we do not think that was accurate. We believe the estimate for the repair was either given as $228.95 or $242.48 (the job codes were $139.00 or $151.50 plus 8.25% sales tax). We are unsure as to which of the two may have been quoted by the first technician because the second technician actually charged for two different job codes when only one should have been used. So while he should have only collected the difference between one of those minus $142.35, he instead collected both so Ms. [redacted] was charged $250.60 instead of $228.95 or $242.48. So this means not only should she not be billed for the prepayment that was not made, but we actually owed her a slight difference for overpayment. We went ahead and chose the lowest job code as it appeared to match the work that was done, so we issued Ms. [redacted] a refund for $21.65. This is being sent in the form of a mailed bank check to the same name and address as is listed on this complaint; it should arrive in the next 2-3 weeks. As for the billing, we have contacted our billing department to have the account zeroed out. If Ms. [redacted] receives any correspondence regarding this debt dated after today she is welcome to contact me via email at [redacted] @searshc.com or via phone at XXX-XXX-XXXX, so that I can assist further. We would also note that the agency used to collect these debts does not report them to any of the three major credit bureaus so it should have no effect on her credit score whatsoever. At this time, since we have erased the debt from our systems, and also refunded Ms. [redacted] the slight amount she overpaid, 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 Direct Line: XXX-XXX-XXXX Email: [redacted] @searshc.com

I Sears on Oracle and limberlost went to return a dress that I purchased at shopyourway.com I always make sure that it can be returned at a local store because I hate to send packages back because is time consuming.The associate number [redacted] scanned item and was unable to find item and said they probably didn't sell that dress, but if I had the receipt he could do the return and he verified with another employee and he said same thingI decided to login to my account and retrieved the order number,item purchased,price and the pictureEmployee entered all the information but once again item was not found explanation he gave me was that probably because Sears was not the seller because the shopyourway site sells from several stores and only way to know was with the receiptI gave up and when I was about to leave I checked to see if I could find the email confirmation I received after I placed the order and found it that was the receiptI gave all the infornation to employee and item was sold by Sears, he entered all the information and item could not be returned because item was not validEmployee asked for help to another employee named Nadja, she tried to do the return but item was not found and I guess receipt of purchase was not enoughI responded that I had wasted over 30minutes and she had to return item because I had the receipt, Finally Nadnot very happy returned item for $and I had paid and mentioned that to her but she said there was nothing she could do and if I wanted my cents to call Sears.com my response to her was if you do this to 1,costumers don't you think that would add up?! And I asked for manager but she said he was gone for the dayOverall experience was horrible can't believe employee insinuated I was returning the wrong dress with original tags,package,order history from their own site and receiptOnly people stealing pennies at a time is Sears

August 16, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Cathy [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding her recent purchase Arrangements were made to pick up the merchandise in question and a full refund was issued todayMs [redacted] should see the refund on her account within 3-business daysAccordingly, we 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ( [redacted] Tammie[redacted] @searshc.com Tell us why here

February 10, [redacted] 12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his refrigerator repair Additionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network Accordingly, we forwarded Mr [redacted] complaint to the District Service Manager for review and we are confident that he will address the matter with the contractor, so that future problems such as Mr [redacted] experienced can be averted On February 5, 2016, the technician returned to Mr [redacted] home and completed the repair Additionally, while the manufacturer’s warranty does not offer food loss, as a goodwill gesture, we have submitted a request for a reimbursement check to off-set some of the food loss Mr [redacted] may have incurred while waiting for the repair to be completed A check request for $was submitted on February 10, 2016, and should be received by Mr [redacted] within the next two weeks Additionally, we have purchased a Master Protection Agreement (MPA) for Mr [redacted] refrigerator; the coverage begins on February 10, and runs until July 10, Mr [redacted] should be sent a copy of the certificate in the next four to six weeks, but if he has any questions, he can call our Protection Agreement department at ( [redacted] In summary, since we have completed the repair to Mr [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Complaint: [redacted] I am rejecting this response because: I am getting no where with the current representative from SearsShe states that she is a homeowner and owns a power washer as well, but I am wondering, what kind of power washer do you own? It is one of these [redacted] things and also, is it gas powered or electric because that makes a big difference Also, the thing is, if you drop it off for service, they are so backed up that it takes 6-weeks to get it back At that point, the summer will be almost over And they have no option for rental reimbursement or anything Right now, I have a power washer that doesn't work I am out over $ I would like to have power washed my deck before my guests on father's day, but that won't be happening Please provide me with someone who actually cares and is concerned about the reputation of Sears as a whole If this power washer had started this season, I was going to be purchasing an outdoor storage shed that costs approximately $1700; but now, I will buy nothing from them ever again and [redacted] is not concerned in the least Once again, requesting a new representative from Sears so that we can get this issue resolvedMaybe this is why it looks like online that they are going out of business for this type of servicejust saying Sincerely, [redacted]

October 6, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] ... complaint regarding her dissatisfaction that the range failed too soon and her request for an exchange. We apologize that Ms. [redacted] range failed sooner than she expected. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the item is new. As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. [redacted] mentioned that she purchased the range online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With 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 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the range on August 8, 2016, and then attempted to exchange it on September 17, 2016, she was clearly over the 30-day “hassle-free” return period. However, after the Sears hassle-free 30-day return/exchange period has expired, the range is covered by the manufacturer’s one-year warranty for parts and labor to service the range. According to our records, the manufacturer’s warranty will expire on August 9, 2017. Since Ms. [redacted] mentioned in her complaint that the burners on the range were not working, we offered to schedule a warranty repair. Ms. [redacted] voiced her concern that the range is defective since it did not work on the initial use. We assured Ms. [redacted] that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warranty. Service is currently scheduled for the range on October 18, 2016. With that being said, since our agreement with the RevDex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the RevDex.com has closed it as resolved. We respectfully ask to have this matter closed at this time. 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]

May 23, 2016 Roman"> [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *** [redacted] We have completed the investigation o [redacted] complaint regarding his allegation that damage was done to his home by his washer. Due to the nature o [redacted] concerns, he needs to contact [redacted] , our third-party claims adjuster with any concerns. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] ’s actions; their decision on any claim is final. If [redacted] has any questions regarding his claim, he can contact [redacted] , his claims examiner, at [redacted] and reference claim number [redacted] . As clarification, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears. [redacted] 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 claim. In the interim, since [redacted] ’s issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file. 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]

Initial Business Response / [redacted] (1000, 8, 2015/06/27) */ June 27, 2015 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. ***'s complaint... regarding her dissatisfaction with the replacement process of her refrigerator and the delivery delay as well. Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Ms. ***'s service history, and under the aforementioned terms, her refrigerator met the requirements for the replacement but her freezer did not meet the criteria for replacement. As for the delivery delay of the refrigerator, we receive our availability and delivery information direct from the manufacturer. Because of the large selection of the merchandise we sell, we don't stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. Unfortunately, sometimes we may not be notified of a delay until the day of the delivery. Our delivery team made several attempts to contact Ms. [redacted] regarding the delay. Regrettably, the phone number on the order, which was provided at the point of sale, was not the phone number Ms. [redacted] requested to be contacted at for the delivery. On June 13, 2015, [redacted] reached out to Ms. [redacted] to discuss her complaint. The delivery date was rescheduled for June 16, 2015 and Ms. Hanton offered to reimburse Ms. [redacted] $326.30 via a bank check for the rental of the refrigerator due to delivery delay. Ms. [redacted] accepted the delivery date and the reimbursement offer. If Ms. [redacted] has any questions regarding the rental reimbursement, she can contact [redacted] at XXX-XXX-XXXX ext. XXXXX or [redacted] @innovelsolutions.com. In the interim, since we have addressed the issue broth forth in Ms. ***'s complaint and provided a direct contact, we have closed our file. Again, we apologize to Ms. ***'s 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 XXX-XXX-XXXX direct [redacted] @searshc.com

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

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