Sears Holdings Corporation

I want to start by saying I don't consider myself overly picky with customer serviceI get that big companies sometimes can't cater to the individual needs of everyone all the timeWith that being saidI have never had worse service then with a recent order with SearsThe story:
On December 12th, I went to a local Sears store looking for an *** EchoI was told they weren't in store but that I could order it through them onlineI paid for the item in store and was told it was to be shippedDec 14th (days later) I receive a confirmation email that my item has been shippedAll good right? I wishI wait days and get nothingWhen I go to check online the tracking for the item is still in the first phase "Order Processed: Ready for ***OK now we're days from Christmas and I'm starting to get nervousI chat with Sears online supportThey say don't worry about it and that they'll look into itThey suggest that *** has not updated the status but that they shipped Dec 14thI call *** and they point the finger back at Sears saying they never received the itemOKnot cool but I'll wait to see if the issue resolves itselfhours pass and there's nothingNow I'm starting to get even more nervousThis item is my main gift for my parentsHere is the transcript for my 2nd support chat:
Chat transcriptSteve G (19:08:GMT) : Good Afternoon, how can I assist you today?
Visitor (19:09:GMT) : Hello SteveI purchased an item in store to be shipped to my house back on Dec 12th
Visitor (19:09:GMT) : On December 14th I got an email saying it was shipped
Visitor (19:09:GMT) : However when I go to tracking it has yet to move from the Processing portion
Visitor (19:09:GMT) : and now I'm close to Christmas without any information on this item
Visitor (19:09:GMT) : my item number is Steve G (19:10:GMT) : I am really sorry to know thatSteve G (19:10:GMT) : I will definitely look into that for youSteve G (19:10:GMT) : Allow me few moments to check the order detailsVisitor (19:10:GMT) : My tracking number is *** Visitor (19:10:GMT) : Thank you
Visitor (19:11:GMT) : Just another noteI have done one of these chats earlier todayThe Sears Rep said it was sentI then contacted ***they said they never got the item to shipSo there is Sears saying it's ***'s fault and *** saying it's SearsI would just like my item to wrap for Christmas
Steve G (19:12:GMT) : I apologize for the inconvenience this has caused youVisitor (19:13:GMT) : Thank youI would just like some confirmation that something is being doneEveryone seems to be giving me the run aroundI understand things get lost but if so I need to plan with the holiday coming
Steve G (19:14:GMT) : Only label has been created for your order and the item has not been shipped from us however as I see the previous rep has already escalated your order with our specialized research team and they will research on it and you will get response from them within hours for the tracking update on your orderSteve G (19:14:GMT) : And I assure you that you will definitely get your order before christmasVisitor (19:14:GMT) : OK that is good to knowSo you're sure someone is looking into it?
Steve G (19:15:GMT) : Yes, and to make sure I have escalated this order again so the team will follow up on your order and you will receive your order before christmasVisitor (19:15:GMT) : Great newsThanks Steve for your helpSteve G (19:16:GMT) : You are welcome and it was pleasure assisting youVisitor (19:16:GMT) : Have a good day
OK so Steve G from Sears seems legitCalming responses and pretty assuring right? There's no way another hours will go by and nothingSteve said I would get a response within hoursWe are now into Dec 24th now and no one has any answersI contacted Sears again and got nothingJust that I need to be patientThey now are not guaranteeing before Christmas and I just had to print a picture of the item for my mother to openI'm sure she'll appreciate the piece of paper Christmas morning instead of the itemThis is incredibly disappointing when I ordered the item over days agoI have never felt so helpless and frustrated with a company in my whole lifeI almost feel like I'm getting pranked by a hidden camera TV show with how they are treating my issueThey couldn't care lessEvery call the customer support says they're escalating the issue but that doesn't seem to mean anythingI posted on the Sears discussion site and social media PR does the same thing to try to quiet my concernsNo one actually does anythingIt's insane that a business can run this way

September 29, 2016Revdex.comAttn: *** ***North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: ***Service Orders: *** * ***Revdex.com Case * *** *** ***Via: Revdex.com WebsiteDear Ms***Thank
you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileOn behalf of SHIP please know that we do value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experienced.SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerThis letter serves to provide notice that Mr*** has requested the service be moved to the 25th of October, due to his scheduling restrictionsThe service was originally scheduled for 09/15/The original installer will handle this service as the two (2) previous Sears’ technicians were unable to work on the units.We appreciate the opportunity to address Mr*** concernThank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me at *** * *** or via email at ***Sincerely,*** ***SHIP/HI Regulatory Complaint Specialist cc: *** *** via First Class Mail

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
I did speak to the Sears representative and she gave her contact information. The stove is working now, I did express my concern about the stove being worked on times in two years but we will see if this last repair resolves the issue for now

(The consumer indicated he/she DID NOT accept the response from the business.)
NoWhile I did receive the refund (which is something), I'm still out of the monies for replacement of the upstairs carpet; rooms and a hall wayAnd we'll still have to replace the basement carpetWe asked they said their tech said something to the effect of the carpet being heavily soiled which simple was not the case and that because we had a cat was the cause of the smellpet urine and meldue are completely different odors and futhermore, how does that (if true) negate the fact they completely soaked and ruined the carpet and sub paddingI think some restitution is in orderAgain we have had several individual in the home of the course of the event can tell you there was no urine or mildue odor prior to the services

January 8, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order experience and his request for a refund 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 MrThompson placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by ***.com located at *** *** ***, Round Rock TX *** Email: US_*** *** *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** 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 SITE Returns 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 After reviewing the notes in the order, we found that seller ***.com processed a refund on December 26, 2016, for $accordinglyFor Mr*** records the return receipt number is ***In closure, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

June 8,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** * *** Dear Ms***
We have completed the investigation of Ms***
complaint regarding the problem she encountered when she attempted to return her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policyIt is not the associate’s job to anticipate questions that someone might have
Since Ms*** purchased the bra on April 26, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return periodRegrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

Initial Business Response /* (1000, 10, 2015/07/16) */
Contact Name and Title: ***
July 16,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed our
investigation of Mr.*** complaint regarding the repair to his cooktop
First, we would like to apologize to Mr*** for failing his expectations and sincerely regret that this incident occurredAfter reviewing the notes within our service system, we found that the follservice call was completed on July 13, 2015, prior to our receiving this complaintAdditionally, we forwarded the matter to the service unit manager, so that he can address Mr.*** concerns directly with the technician in question and provide the appropriate coachingIt is our goal to ensure that future problems of this nature can be averted and we can only reiterate that we sincerely apologize for any inconvenience Mr*** may have experienced during the repair of his cooktopWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon and strives to provide to each of our customersAs a conciliatory gesture, we have processed a partial refund of $(20%)The credit was submitted on July 16, 2015, and should post to Mr.*** MasterCard ending in*** within the next five to seven daysWith that said, since we have noted Mr.*** candid feedback, and provided the aforementioned compensation, we ask to have this matter closed
Again, we apologize to Mr*** and appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist

Initial Business Response /* (1000, 6, 2015/08/31) */
Contact Name and Title:***
August 31,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed our
investigation Ms*** complaint regarding her dissatisfaction with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her dryerAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms*** concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms*** complaint, so that future problems can be avertedOn August 29, 2015, the technician returned to Ms*** home and re-examined the dryerHe subsequently replaced the motor, cord and terminal blockWhile Ms*** dryer is no longer under warranty, this follrepair was completed at no additional cost to Ms*** for customer satisfactionAgain, we sincerely regret any inconvenience Ms*** may have experienced due to the delay in repairing her dryerWith that said, since we have completed the repair to Ms*** dryer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 8, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I expect a full refund of what I had to pay since it was the company's fault that I went without a Dryer AND a washer for several weeks due to their technicians incompetence! And also by given the run around by their customer service departmentWhen I finally got another technician out here to see what was going on they refused to fix the problem because part of it was due to an electrical problem the original technician caused so that repair was up to me to get fixedI have a large family and had to pay $a week to wash clothes at the laundromat! I feel that they could AT LEAST refund the money that I paid to them! I could be asking for more!
Final Business Response /* (4000, 10, 2015/09/09) */
Contact Name and Title:***
September 9,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed our investigation Ms*** rebuttal to our previous response
Ms*** was already provided with a substantial accommodation when she was not charged for the follrepair, which was valued at $Ms*** is not entitled to a refund of the original repair cost; her laundry system is out-of-warranty, so any repair costs are her financial responsibilityFurthermore, since Ms*** does not carry a protection agreement on her laundry system, she is not due any benefits such as laundry reimbursementIt is unfortunate that the repair took longer than expected, and we have documented Ms*** concerns regarding the delayAt this time, since Ms*** has not provided any new information to warrant a change in our position, we ask that this matter remain closed
Again, we appreciate the opportunity to address this matter
Sincerely,
***
Regulatory Complaints Specialist

January 21, Re: *** * *** ***
***
***Revdex.com
North Wabash Ave., Ste#Chicago, IL Dear *** *** We have completed the investigation of Ms*** complaint regarding non-receipt of a refund for a miter saw she ordered from sears.com It is unfortunate that we failed Ms*** 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 reviewed our records and confirmed that a reversal of the charge amount of $was requested by Sears and has been completed by *** As such, Ms*** has not been issued a check refund. 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*** 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, *** *** Regulatory Complaint Specialist *** *** *** ***

*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** *** *** *** We have completed the investigation of *** ***’s complaint regarding her
washerI
have been in contact
with *** *** regarding her washer and she is aware that we
will be processing an in warranty exchange for herOnce *** *** has had the availability
to select a new washer, she will contact me and I will schedule the delivery of
the new washer*** *** will not be charged a delivery or haul away feeWe
expect *** *** to select a new washer by Thursday, November 5, Since we
have noted our intent to replace *** ***’s washer once she selects a new
washer, we ask that this complaint be closed pending further contactWe apologize to *** *** and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,*** *** *** *** *** ***

Initial Business Response /* (1000, 5, 2015/06/09) */
June 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms***
We have completed the investigation of Ms***'s complaint
regarding her dissatisfaction with information she received from our customer service associates in response to her questions about the cancellation of her kmart.com layaway order
It is unfortunate that we failed Ms***'s expectations when she recently placed an online layaway order with KmartWe 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 avertedWe have revealed that at least two of the items Ms*** placed in her cart experienced changes in pricing, availability and/or size and color options before she was able to finalize her orderIt was for this reason that our system was unable to correctly process her order and then authorize her paymentAs such, the order was cancelled without any charge to her accountRegardless, Kmart issued a $refund to Ms***'s Visa account ending in on May 31, We have confirmed that the second layaway she created on May 29, 2015, is active and free from errors, with an upcoming payment due date of June 12, Ms*** is welcome to contact me if she has any further questions about this issue or her refundAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe respectfully ask to have this matter closed since we have noted Ms***'s comments and an equitable resolution 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,
*** ***
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except the response given to the Revdex.com simply because they are still not telling the complete truth.I did place a second layaway that was exact to the first,meaning the same size & colors of every clothing item.As I had stated all items were in stock as was told to me by one the Kmart- Sears.com representative
Final Business Response /* (4000, 9, 2015/06/13) */
June 13,
Nita Virghes
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #- *** ***
Dear MsVirghes,
We have completed the investigation of Ms***'s rebuttal regarding her dissatisfaction with our response to her complaint about the cancellation of her kmart.com layaway order
We have reviewed both kmart.com's response and Ms***'s rebuttal, and we do not find that Ms*** has brought any new information to her complaintWhile we understand that she was dissatisfied with the service she received, the fact remains that there were changes to two items in her cart, one of the women's' sleeveless tops and the Beep! Beep! Walker, before she finally placed her orderThe women's sleeveless top is not found in Ms***'s second order, and the Beep!Beep! Walker changed in priceTherefore, contrary to Ms***'s suggestion, her second order is not exactly the same as her first
While we can certainly understand Ms***'s frustration with this situation, the reality remains that she was able to replace her order and she received a $credit due to our agent's failure to realize that the payment Ms*** entered for the cancelled order was not charged to her accountWith that having been said, any access of our site is considered an acceptance of our terms of use, and in case Ms*** has not yet reviewed it we have included the portion of our disclaimer pertinent to this situation below:
"IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors."
As previously stated, Kmart issued a $refund to Ms***'s Visa account ending in on May 31, 2015, although the order in question was cancelled without any charge to her accountIt may also be important to note that Ms*** received compensation above the amount of her refund in resolution of a previous layaway issue she filed a complaint with the Revdex.com aboutAs such, we can only assure Ms*** that her concerns have been compiled so that we may determine whether any future changes may be needed to better meet our customers' needs and our own business objectivesWe have closed our file regarding this matter since Ms*** has been made whole
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki Goldberg
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX

Marketing items as new but when purchased and opened the items are clearly used!!!
I purchased a washing machine that was described as "an open box item that an employee opened accidentally since there was already a floor item onsite"I asked multiple times if the item was new and if there was any discount since it was an open box item - responses: "yes it is new" and "no, there is no discount as we are not a big box store"
I was in a terrible position as I needed the washer today
I received the washer and got it home as it was wrapped in plastic wrap not allowing me to see the dent on the front, the dirt and water spots inside (along with fabric from a previous wash load) and the drain hose being scraped up and dirty from obviously being shoved into a drain line in someone'e home
I called back asking what the store was going to do about this and I was rudely informed by Pam, the store owner, that they would exchange for the opened floor model - no thanks
I did receive a refund after I drove all the way back to the store (~miles away - looking at a wasted 80+ miles after instructed the item was new) and will not order the item online
All - beware of Pam and this store as they are marketing, via the sales personnel, items as new when they do not even know the condition!
I will absolutely never do business with this place again and warn all who might do business with them in the future!!!

October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding a *** *** *** **
***) agreement
*** *** ** *** *** 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*** *** 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 *** Option 3: buy it out for $XXX." *** has confirmed that *** *** was also provided with a copy of this agreement after the sale was processedWe want to make it clear that *** is a separate entity and *** *** agreement is with themWe cannot interfere; he will need to contact *** with any further questions regarding his leaseIn light of the aforementioned information, we respectfully ask that this matter be considered closed
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
***
*** ***

June 7,
0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding his power washer that has failed
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Lead CarRepair Associate, who states that the same oil in the unit from the time Mr*** purchased it which means the oil is a year old at this point. The owners manual states to change the oil after the first hours of use then again at hours or yearly. If there are any issues with the power washer at this time, Mr*** will need to have the unit repaired. That being said, because we have addressed Mr*** complaint, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

January 4, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of Mr*** complaint regarding his allegation of not receiving his online order Our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the vendor was * * * ***, located at *** *** * *** *** *** ** ***, with an email address of *** and telephone number (*** *** We received a response from * * * *** today January 4, 2016, confirming that the package was signed by Mr*** on December 18, 2015, according to the *** tracking number *** In closure, since Mr*** made a purchase with a Third Party Marketplace Vendor, we are unable to honor his requestAs 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

October 14,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint
regarding her dissatisfaction with the problems she encountered with the installation of her microwave; as well as, *** *** request for compensation for her lost time and frustration
It is unfortunate that we failed *** *** expectations when she recently scheduled a microwave installationWe value *** *** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
According to our records, *** *** purchased the microwave on September 14, and it was scheduled to arrive at our warehouse on September 21, We apologize that the installation contractor did not contact on September 16, to schedule an installation appointmentOur system indicated that the installation contractor had until September 17, to contact *** *** to schedule the install dateAs *** *** indicated on her complaint, the installation contractor did call her that evening and scheduled for September 22, We apologize that the contractor did not arrive within the expected time frameWe would like to clarify that with any delivery/installation oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled or delayedThere are various factors that can cause this to happen, such as a truck breaking down or a delivery/installation job may take longer than expected due to an unforeseen circumstance*** *** stated that the contractor informed her that he would arrive between 1:pm and 5:pm, but did not arrive until 5:pmAccording to our records, *** *** had already contacted our delivery customer service and requested a refund on the installation charge since the installer had not arrivedSince her request was denied, she immediately requested that we cancel the entire orderThe order was cancelled as she requested and a refund was issued after the dishwasher was returned to our warehouse
As far as *** *** request for compensation is concerned, we did not find that this was warranted, particularly since we did not even retain her saleAs this decision is commensurate to the circumstances, we have closed our file
Again, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***

I PURCHASED A TRACTOR YEARS AGOTHE WELDS THAT HOLD THE MOWER DECK TO THE TRACTOR FAILED AND BROKE OFF LEAVING THE DECK DETACHED FROM THE MOWERUPON CONTACTING SEARS THEY SAID IT WAS NOT COVERED AND THAT FOR $THAT I COULD HAVE SOMEONE COME OUT ASSESS WHETHER OR NOT IT COULD BE FIXED$FOR THE PERSON $FOR A YEAR WARRANTY PLAN THAT DOES NOT TALK ABOUT COVERING ANY WELD REPLACEMENTSI WOULD ALSO BE RESPONSIBLE FOR THE COST TO REPAIRSEARS USED TO STAND BEHIND THEIR PRODUCTS, I AM AFRAID ITS A BUYER BEWARE BUSINESS AS SOON AS THEY HAVE YOUR MONEY THEY WILL TURN ON YOU IN A SECOND

NEGATIVE: I have bought a refrigerator for over $from sears Appliance Store on 11/12/: Sears Appliance store located:*** *** ** ** Minneapolis, MN 55413; the refrigerator was missing holders at the doorsThe store attendants promised to reorder/deliver the four holders.They delivered1/holders and I have been calling them since to no avail until today 1/27/This is the most deficient customer service I have ever encounteredI have asked my credit card service a)they get their refrigerator back or b) they deliver the holders or c) pay me to buy the holders elsewhere

I will recommend that no one purchase appliances from Sears! I recently purchased a *** dishwasherWe picked it up from the store when it came inWhen we came home and took it out of the box we noticed a dent in the back cornerI would not have cared about the dent as it is going under a cabinetBut this dent interfered with the top rackYou could pull it out fine but, it would not go back in easilyI spent far to much money on this to have any issues with itWhen I called the store to report the issue they said that I would have to return the dishwasher in order for them to order a new oneThe issue with this is that my previous dishwasher had already been removedWith no dishwasher at all we would have no use of our kitchen sinkWe cant have the water on because the waterline that goes to the dishwasher doesn't have a separate shut off valveThe drain line for the dishwasher also runs to drain in our sinkThe store could care less about our issueThey were more than willing to order the new dishwasher as long as we returned the damaged oneOnly the new one would take a couple of days to come inI don't have the money to eat out for a couple of days! I have a family and I cook and clean every night! Not having a kitchen sink for a couple of days is unacceptable!

September 8, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Evan *** - # *** Dear Ms***: We have completed the investigation of Mr***’ complaint regarding his refrigerator First, we would like to apologize to Mr*** for failing his expectations in regard to his refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Although several repair attempts were made on Mr***’ refrigerator, it was determined that the unit should be replaced under its exceptional parts warranty. We have been speaking with Mr*** and he advised that he will be calling our office on September 8, 2016, with his selection. Additionally, Mr*** has requested that he be refunded the remaining monies for the Master Protection Agreement (MPA) he purchased for the refrigerator. We have explained to him that if he wishes to cancel the coverage, we will contact the Protection Agreement department and have his contract canceled and a refund issued. Since it is our understanding that Mr*** is satisfied with the resolution being provided, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist