Sears Holdings Corporation

Sear's customer service department hasn't been very helpfully trying to fix my refrigeratorThe system is difficult to deal with from the customer sideThey just transfer you from department to departmentI was escalated to a supervisor but was told I would be called back after a couple of hours so they could talk to the technician and six hours later I called back and got a supervisor who of course couldn't help me because it was after hoursAnd trying to ask him who can I call tomorrow that can help me, he started talking over me and ended up hanging up on meOne one the most stressful experiences in my life because I'm a single mom and have three kidsBecuase of how the system works been without a refrigerator for month, when the problem is covered under the manufacturers warranty

I bought a pair of Men Shoes from the Sears Oakwood Shopping center The shoes carry a very strong toxic smell .I wore them once and the smell was so strong that it made the entire room smell awfulI tried to return them , but I was told that I had waited to long Five days past their day return period The store clerk and store manager agreed that the smell was bad The store manager to me to put them outside and the smell may go away I will get these shoes tested to find out why shoes can make someone sick I will soon close my credit card account

Initial Business Response /* (1000, 10, 2015/06/02) */
June 2,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding
his dissatisfaction that his refrigerator failed sooner than he expected
Our records indicate that Mr*** purchased a cubic foot Kenmore refrigerator from us on February 17, 2013; the cost before tax and delivery for this item was $It came with a one-year manufacturer's warranty that has since expired February 19, This refrigerator was delivered to *** *** *** *** in *** ***We only reference this refrigerator because Mr*** noted a purchase date of February We also found another Kenmore refrigerator purchase at the address noted on this complaintThat refrigerator was purchased February 21, 2012, at a cost of $before tax and delivery and it also had a one year manufacturer's warranty that expired February 23, We assume it is the latter refrigerator that Mr*** is referring to since we do show that we assessed the refrigerator in January and found that the compressor had failed, and the repair would have exceeded the cost of the refrigeratorAt the time of the failure the refrigerator had not been covered under a warranty for almost two years
With that said, we apologize that Mr***'s refrigerator failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision
In Mr***'s case, he did not have any additional coverage so this meant that any repair or replacement would be at his expenseAs such, a refund of the product, prorated or not, is not an option available to himWe found where our customer support group offered him a gift card of $as a courtesy, but it appears this offer was declinedAlternatively, we would be willing to refund Mr*** the $he paid for his estimateIf he would like to accept, he is welcome to email me at ***@searshc.com or call me at XXX-XXX-XXXXDue to the length of time that has elapsed since he made the charge for $in January, the refund would be sent as a mailed bank check so we would need him to confirm the name and address it should be sent toIn the interim, since we have explained that we are unable to honor Mr***'s request for a refund of a refrigerator purchased over three years ago, but we have made a courtesy offer to refund for the estimate we gave for service, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com

Revdex.com:
I do accept the business response to my complaint but I am somewhat reluctant as I have not received my $check as of yet so I worry about that as I have been told many times by the company that the "check should be in the mail". I am hoping this time they follow through and live up to their promise
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I am going to dispute that she conveniently did NOT list all of the service calls I had on this mower In the fall of 2014, there was a service call for an OIL leak (which very well could have caused a fire) I waited at home from 8A to 5P for the technician to show He did not come until after 5, when I was not home (due to daughter's ballgame) He had called and asked me to leave the mower in a location that he could get to it and work on it I did as requested He left word that he fixed the problem As this was late in the mowing season, I only used the mower once or twice more until mowing season began in After a couple of times mowing, I noticed the oil leak again At that time, I called for another service appointment to be scheduledThat is when they suckered me into purchasing the other contract mentioned, "because the service call itself would cost $97.00" and this would be covered under that contract I'm not a genius, but based on the numerous service calls that had already been made for this mower, I figured that I would definitely get my money's worth This call was made early to mid-May The service appointment was not scheduled until mid-June The fire occurred June Perhaps if the service would have been more timely, this entire scenario would not have happenedDue to the numerous service calls, I feel the company should do more than simply try to push this under the rug The mower should have lasted longer and is worth more than $ NO business has never been held at fault for going ABOVE and beyond what is expected from any warranty or service contractI am very disheartened that this company does not care to help its customers
Sincerely,
Tena ***

(The consumer indicated he/she DID NOT accept the response from the business.)
The tires were replaced, just not by sears and their selling point that has not changed since the my first years of driving in the mid 70'sSecondly, I brought the car back and they gave me a paper only understood
by a certified mechanicI presented it to two certified mechanics' who laughedMe being referred to as upset is slanderousI never showed that type of emotion, Even while I was ignored for minutes and being the only African-American in the showroomI am still requesting a refund due to quality of service, disrespect, lies about my character which are absolutely not true and can be verifiedThere is no substance to the lie concerning my emotions, because the Manager or person who took my appointment never said Hi or carried any type of conversation which seemed to come from a culturally ignorant attitude towards people like myselfI have considered contacting the Pennsylvania Human Relations Commission, due to how uncomfortable I felt in dealing with the atmosphere in a garage very near where I grew up and passed every day for years going to school and practiceThis was the attitude in the mid 70's and seems to still be that way in My alignment is still under warranty and will Sears fix anything that was broken or compromised during their attempts initially and during the follow-upsIf Sears does not want African-Americans who give a darn about their character and integrity at this locationThen they should put up a sign, saying so!

On December 7, I drove to a Sears Appliance location in Alvin, TX after being told online that the location had a GE 24" Gas Oven - black in inventory I tried calling the store to verify but no one answered The store location is around miles from my homeUpon arriving at the store I find that the store indeed does NOT have the item as listed on Sear's website but item could be ordered for free home delivery I make the purchase but when it comes to free delivery the only way for "free" is to pick up at a Sears store (sales person could nsot get system to do free delivery) Store delivery date is Jan I contact the store today, 1/15/and I'm told by store manager that delivery is delayed to 1/28/with no explanation When I ask the store manager how I can file a complaint and find out why the delay and he provides me 800-549-I contact the number and I'm told by Brett that he can not answer my questions because I chose to have the item delivered to the store When I ask for a manager, I'm told by Brett that I need to call the store to have them call them Why is this? Who is paying for this item, me or the store? ME!!!!! So why can't I find out where my oven is and why my Sears credit card has been charged back in December for the item yet no one will give me information I was told Wilbert (no last name provided) would call me back within the hour No call back has been received If Sears no longer wishes to do business they should just close their doors

December 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** Dear Ms*** We have been completed the investigation of Mr*** complaint regarding his Shop Your Way Rewards (SYWR) account Unfortunately, there was a system error and some orders, including Mr*** had to be reprocessedThat said, our records reflect that on November 18, 2016, his account was credited with the base points he had earned and then on November 30, 2016, the bonus points were addedWe apologize for the delayhave spoken with Mr*** in regard to this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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 Complaint Specialist Sears Holdings Corporation *** *** ***

October 14, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and request to receive the remaining refund *** *** Store General Manager for Kmart Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the orders, we show that a refund of $and $was issued on September 27, 2016, for order ***As for order *** we show a refund of $processed on September 21, It appears the only item that is remaining is for the toothbrush which was ready for pick up at the storeAccordingly, we have canceled the order and a refund has been issued from the storeShould Ms*** have any questions, she may contact our store directly at ***In the interim, we have noted Ms*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

November 9, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have completed the investigation of *** *** complaint
regarding her
recent order Unfortunately, it seems like there was an
error made with the shipping classification on *** *** orderAccordingly,
we have issued a credit for the full $she paid as a courtesy*** *** should
see this credit on her account within 3-business daysWe apologize for any misunderstanding
In light of the aforementioned information, we respectfully ask that this
matter be considered closed Again, we 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,*** *** *** *** *** *** *** *** ***

December 30, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and non-receipt of her kmart.com order 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, our records show that we issued a refund of $to Ms*** *** account ending in *** on December 8, 2016. Ms*** may reply to our email if she has any further questions about this issue or her 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 *** *** *** ***

*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Outlet Store and
a requested refund*** *** Manager from the Cn Rapids Sears Outlet provided the following response: Since receiving *** *** complaint, we have been unsuccessful in making contact with herThat said, I ask that *** *** contact me at the store so we can address her request for a refundI can be reached by calling ***Since we have noted our request to be contacted by *** *** we ask that this complaint be closed pending further contact We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

January 12, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her online order experience and non-receipt of a refund We would first like to apologize for any inconvenience Ms*** 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 averted. After reviewing the notes in the order we found that Sears Online processed a refund of $on January 3, For Ms*** records the refund receipt number is ***Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, since a 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Rick ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experiencedAfter researching his online order and the notes, we found the first refund gift card was initially processed on July 31, However, there was a system error which caused the gift card to not properly processTherefore, Sears Online Solutions re-processed a new gift card of $and it was mailed to Mr***'s address on September 3, The gift card will arrive within ten to fourteen business days from that dateIn the interim, we have noted Mr***'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 ***
Regulatory Complaint Specialist
Sears Holdings Corporation

I recently attempted to purchase a refrigerator from the Sears Outlet website When I purchased the item, I get a message that said my card had not been charged yet because despite the website saying there were two in stock, there was still a chance that someone bought the refrigerator before I didA few hours later I received an email saying that my order was canceled because another shopper purchased the item before I did Normally this wouldn't be a big deal, but Sears decided they would still put a pending charge on my card Now I still very much need a refrigerator, but have to for the money to be freed in my account again I called Sears customer service to complain and they were not helpful at all Personally I don't think that a business should touch a persons account at all before knowing that the purchased item is available I will not be shopping at Sears again and will be sure to tell everyone I know to do the same

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThe refund has now posted to my accountThank you to the Sears representative for her help!
Sincerely,
*** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a range ordered from *** Our office has confirmed that the range ordered by *** *** was not deliveredThat said, we have contacted the Sears Outlet in Jacksonville, and asked that they refund *** *** for his purchaseSalescheck *** references a credit in the amount of $2559.66, which was processed on March 22, to post to the *** ending in ***Typically a credit to a credit card will post to the account within 3-business daysWe do apologize to *** *** for the inconvenience and time it took to get the aforementioned refund processedAt this time, since we have confirmed that the Sears Outlet in Jacksonville has refunded *** ***, we respectfully request that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

May 3,
size="3">
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*
*** *** * *** ***
Dear *** ***
We have completed the investigation of *** *** complaint regarding her recent visit to one of our auto centers
Upon receiving *** *** complaint, we escalated her concerns to *** *** Auto Center Manager of store# *** who states the following:
I spoke with *** *** on 4/22/16. After assuring all tires were on hand I contacted *** *** to set up a convenient time for herOnce *** *** came in, I apologized for any miscommunications and/or inconvenienceI let her know that I was taking care of the installation and balancing of her tires at no charge to herI also offered *** *** a free oil change and we went ahead and took care of that as well*** *** seemed to have left very satisfied and happy. That being said, because we have addressed *** *** with her requested resolution, we respectfully request this complaint be closed
We 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,
*** ***
Regulatory Complaints Specialist
***
***

January 11, *** *** Revdex.com North Wabash Ave, Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear M** *** We have been unable to complete the investigation of Ms*** complaint regarding multiple repairs for her new refrigeratorOn receipt of Ms*** complaint we tried to contact Ms*** at the number provided in her complaint, *** We were able to reach an individual but she informed me that there was no one by *** at this number even after confirming I had dialed the number correctlyWe also sent an email to the email address provided in the complaint: *** but have received no replyAfter further research we were able to locate the sales check under *** *** and called the number listed on thatWe again were able to get an individual on the line and he confirmed the number dialed and again stated no one by the name of *** was at that locationIf the *** are still in need of assistance they can call me directly at *** and after confirming their correct contact information we will be happy to assistIn the mean time we have closed our case pending Ms*** responseWe apologize to Ms*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely,
*** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

April 4,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** * *** * *** * *** *** *** ***
We have completed our investigation of *** *** complaint regarding her
dissatisfaction with the quality of the brake work performed on her vehicle; and the poor customer serviceFirstly we 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 furtherManager *** *** made multiple attempts to contact *** *** and left voicemails with his contact informationFor customer satisfaction, we feel that a fair agreement would be to issue *** *** a refund of $ for the brake workIf *** *** would like to accept our offer, she can contact Auto Center Manager *** *** at (*** *** ** *** *** ** *** *** on or before April 25, With that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely,
*** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***