Sears Holdings Corporation

September 16,
Revdex.com
Attn: *** *** North Wabash Ave., Suite
Chicago, IL
Our File No* *** Revdex.com Case #: *** *** *** *** *** ***
Via* *** Dear Ms
***
This letter serves to confirm that Sears Home Improvement products, Inc(SHIP) has been in contact with Mr*** I tried to contact our Customer to discuss a couple of options that our local office would like to review with them in regards to their HVAC installation concernsOnce the options are reviewed with our Customers and a plan of action is agreed on, I will update you accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** *** *** ***

8/6/- Our original service call was made 7/5/We have had repair appointments since and our refrigerator is still not workingWe bought our Kenmore Elite with all the confidence in the world because it is top of the line Sears brand After our experience for the last month we have been completely let downOur service repair appointment today again ended with the refrigerator still not workingTo make matters worse, the soonest appointment for our repair isn't until 8/21/Ridiculous because that puts us at days out without a refrigerator On 7/24/- service order number: XXXXXXXXtechnician comments: main pcb board replacedStill not coolingSealed system issues dye drier and valve should be installed
On 8/6/- service order number: XXXXXXXXTechnician comments: no coolSealed system warrantyNeed auth dye drier for single evapSystemO/p allow hours
Our next scheduled service is for 8/21/15, again days out from original callThere was obviously some miscommunication and the part was not ordered from the service on 7/24/Rather than doing some research and seeing this, they came out again todayBetween my husband and myself we have had to miss work for every hour window service appointment that's a total of days of missed work days that aren't paid Yes, the part is on order, it should've been on order since 7/ I took another day off of work yesterday for an appointment that was completely useless, because tech came up with same results from 7/ Due to miscommunication and diagnosing errors on their staffs part, we are still without a refrigerator that works As a company and as a brand how can you not do anything to compensate for your staffs incompetence First visit the tech misdiagnosed the problem Second visit tech replaces a part based off of misdiagnosis and doesn't bother to run any tests to verify that the problem was fixed Third visit, same exact part was sent, possible bad part was installed Tech actually stayed to see that the part did not fix the problem He was running late on other appointments, but came back the following day and ran more tests Somehow, our ticket was closed and his new diagnosis with the current part on order was never sent Yesterdays visit, tech came in without knowing any of this, without bothering to do any research Called 3rd tech on the phone and chewed him out in from of me, how unprofessional and condescending This is the type of service I am associating with the Sears brand and name Errors of their own doing and we the customer get to suffer for their mistakes At this point a part should be ordered and our repair should be bumped to priority, not put on a flipping waiting list two more weeks out

Rant - Sears.com is a jokePlease do not ever place an order through themI ordered a refrigerator on Black FridaySears has charged me twice for the same refrigeratorThey have cancelled my order so my refrigerator that was supposed to be delivered tomorrow is NOT comingSears has told me in 7-business days I will be refunded the over $they withdrew from my bank accountIn the mean time, Sears has told me I can reorder the refrigerator, I will have to pay again, even though I have already paid for and delivery will be in weeks instead of tomorrowOn reorder, I will not get 10% off or $back in shop your way reward points that I got with my first orderPlease be warned to watch your bank account if you order from SearsVery disappointed, we have been searching and saving for a refrigerator for monthsWhat a disappointment to wait months for a Black Friday sale only to have Sears mess the order up and refuse to honor their prices or refund our money times twoWill never shop at Sears again

September 6, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her refrigerator Ms*** still has not met the criteria for replacement; she has only had three service calls with functional parts replaced twice. As we have explained several times in our responses to the previous complaints Ms*** has filed, the MPA requires three completed service calls with functional parts repaired or replaced and then a fourth call to have the technician verify that another functional part is needed Ms*** is currently scheduled for service on September 20, 2016; however, even if the technician orders parts for her refrigerator, she has not met the criteria for replacement per the terms of her MPA, as this would only be the third time that functional parts were deemed necessary. Again, we would like to point out that it does not matter how many times a technician returns to a customer’s home under a single service order; it only counts as one repair Also, unless functional parts are repaired or replaced, the completed service order does not count towards a replacement under the MPA. The four times Ms*** states a technician has been to her home for the refrigerator were not individual repairs, as she only has three completed service orders, which is why she has not met the terms for replacement yet. Also, as the refrigerator was purchased nearly a year ago, a refund is not an option. The “Lemon Law” that Ms*** refers to does not grant refunds; it would provide for a replacement if the product in question was deemed defective or has had excessive repairs. But, since Ms***, refrigerator has only had two repairs completed, which is not excessive, we do not feel that the “Lemon Law” is applicable. In summary, since we have documented Ms*** concerns with her refrigerator and explained why we are unable to replace the refrigerator or provide a refund, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

November 6,
2015Nita ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611Re: #10916354- Donna *** Dear Ms
Virghes:We have
completed our investigation of Ms***’s rebuttalMs*** was provided
with a credit for the previous order on October 16, As for the discount we
offered, we asked that Ms*** email us the new order number once she had placed
it so that we could process the discount for 15% as agreed; there is no discount
codeWe appreciate the
opportunity to address this matterPlease feel free to contact me if you have
any further questions or concerns.Sincerely,Tammie ***Regulatory
Complaint SpecialistSears Holdings
CorporationTammie.***@searshc.com *** ***

Complaint: ***
I am rejecting this response because:
Sears is on file for cancelling appts for various reasons
(Cancels: Trucks out of service) (No Shows No Calls) (Cancels en-route and never show)(Cancel- you are too far away)
ALL SEARS CANCELLATIONS!!!!
Sincerely,
*** ***

Contact Name and Title: *** ***
October 15,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** ** *** * * ***
*** *** ***
We have completed our investigation *** *** rebuttal to our previous response
While *** *** states that no one has contacted her regarding food loss, this is incorrectOn October 13, 2015, *** *** provided a copy of the $receipt she refers to in her rebuttal and a review of that receipt shows a number of non-perishable items such as paper towels, a frying pan, dog treats, bath tissue, dry brownie mix, etcThese items were never stored in the refrigerator and therefore, would not be considered for reimbursementAfter deducting the aforementioned non-perishable items, *** *** was left with about $in food itemsAs a courtesy, we processed a reimbursement check for $because *** *** stated she had incurred other food loss, but did not have a receiptThe check request has been processed and *** *** should receive it within the next two weeksLastly, *** *** sent our office an email indicating she was satisfied with the $offerBelow is a copy of the email sent:
From: *** *** ***
Sent: Tuesday, October 13, 10:AM
To: *** ***
Subject: *** *** *** *** ***
** ***
MY APOLOGIES, THIS HAS BEEN VERY FRUSTRATING, IT HAS NOT ONLY BEEN THE LOSS OF FOOD FROM THE GROCERY STORE, OR THE FOOD THAT WAS ALREADY IN THE FRIG BUT ALSO THE INCONVENIENCE OF HAVING TO PROVIDE MEALS FOR WEEKS FOR MY FAMILY MORNING NOON AND NIGHT, OR THE SIMPPLE THINGS LIKE GETTING A GLASS OF MILK IN THE MIDDLE OF THE NIGHTI BY NO MEANS MEAN TO TAKE THIS OUT ON YOU BUT PLEASE UNDERSTAND THAT YOU ARE THE ONE AND ONLY PERSON THAT HAS BOTHERED TO CONTACT ME REGARDING ANY OF THIS DURING THIS ENTIRE TIMESO AGAIN I APOLOGIZE
SO YES I WILL ACCEPT THE $OFFER AND THANK YOU VERY MUCH IT IS TRULY APPRECIATED
SINCERELY
*** ***
With that said, since *** *** has been provided with an equitable resolution, and the above-referenced email indicates she is satisfied with this offer, we ask that this matter remain closed
We appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist

Coupon practices are deceptiveI am very good at reading the fine print but they manage to mis-represent themselves every time I've shopped with themWill never return

*** *** Revdex.com North Wabash Ave, Ste#
"">Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a washer purchased from SearsWithin his complaint Mr** alleges that his washer is damagedIt is important to remind Mr** that he had hours to report any damage to SearsOur records indicate that the washer noted in the complaint was purchased from Sears in July 2014, and Sears has not serviced the washerAs a one-time gesture of good customer service we are willing to offer Mr** a washer at 50% off the retail priceIf Mr** would like to accept this offer he can contact *** *** Sears Outlet Store District Service Manager at *** or via email at ***Since we have noted our offer to Mr*** we ask that this complaint be closedWe apologize to Mr** 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 ***

March 23,
class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding the repair of her vacuum cleaner
Upon receiving M** *** complaint, we escalated his concerns to *** ***, CarCustomer Escalation Team Lead. *** *** spoke with *** *** and states that there were multiple scratches and the detractor cord was damaged. With the damages to the unit and M** *** experience, *** *** authorized a $gift card to be sent to *** *** to resolve this issue to which he agreed. The gift card will be received in 7-business days to the address listed on this complaint. That being said, because we have processed an agreed upon 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
***
***

November 6,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611*** * *** *** ** *** *** *** ***
**We have
completed our investigation of *** ***s complaint
regarding a recent purchase
Store Manager *** *** is willing to discuss the matter and work towards a resolution, but he
was unable to reach *** *** when he called*** has left his contact information
so that *** *** may call him when she returns on Monday*** may be reached
at *** *** ** *** *** needs the number again In light of the aforementioned information, we
respectfully ask that this matter be considered closedWe apologize to *** *** and appreciate the opportunity to address this matterPlease feel
free to contact me if you have any further questions or concerns.Sincerely,*** *** *** *** *** ***

November 17, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # Re: # *** * *** * *** ***Dear *** ***We have completed the investigation of *** ***
complaint regarding her dissatisfaction with the problems she encountered with the installation of her replacement dishwasherIt is unfortunate that we failed *** *** expectations when she recently scheduled a dishwasher installationWe value *** *** patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that *** *** may have experienced.Upon receipt of *** *** complaint, we reached out to *** *** Customer Service Represent with Installations, to assist with *** *** complaint. *** *** researched and confirmed that the contractor had returned the dishwasher and the credit for the dishwasher was issued back to *** *** replacement authorization number. On November 1, *** *** repurchased the dishwasher and *** *** contacted our installation contractor to arrange an installation date. Installation of the dishwasher was scheduled for November 13, 2015. Regrettably, the contractor was unable to install the dishwasher again due to plumbing issues. We contacted *** *** daughter, *** *** on November 17, to discuss the installation issueShe confirmed that the installer informed her that the dishwasher she selected is designed with a side hook-up, and the plumbing in her house is set up for a bottom hook-up. This is considered a liability issue and the installer informed *** *** that she would have to hire a plumber to change the plumbing for a side hoprior to installing the dishwasher. As clarification, the protection agreement will only cover standard installation and does not cover any additional plumbing. The installer also informed *** *** that it is quite possible that the dishwasher will not fit in the space provided. *** *** stated that she consulted a third party contractor in regards to the dishwasher. He informed her that he would provide her a quote for the plumbing issue and for the installation of the dishwasher as well. We informed *** *** that she has two options at this point. We could resend our installation contractor to install the dishwasher once she has resolved the plumbing issue; or we could deliver the dishwasher and reimburse her up to $to hire a third party installation contractor. *** *** stated that she is undecided at this time, but will contact us once she receives an estimate from her third party contractor.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 *** *** 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.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,*** *** *** *** *** *** ***

May 26,
size="3">
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding his recent visit to one of our auto centers
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Auto Center Manager of unit# ***, who states the following:
I have this vehicle in the shop currently (5/18/16), the customer and his wife were in this morning and we reviewed his account and every dollar they have spent and I explained all to him, Mr*** actually authorized additional work on the vehicle this morning (has a bad starter) and shook my hand and thanked me for working everything out for him(the biggest confusion was he had his work order copy and final invoice that he didn't realize were the same he thought he paid it twice), Although this has no impact the customer has spent $in their total history of being serviced here, not the aforementioned $2800.00. 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
***
***

Worst experience with sears by far! I have probably chatted or called customer service everyday since may 26thSpent a good amount of money only to receive items with missing partsCalled and they sent some parts still missing one! Our mattress took about a month to get hereOur couches arrived days past the arrival date & stitching is coming apartOur bedroom set mirror came broken called sears and they told me days start from day of purchase even if we hadn't got the item that I had to call someone elseI did that only to get told I had to call someone else still have no answer and broken mirrorRidiculous!! I get offered dollars for all this? I still have pieces missing, my couch coming apart and broken mirrorNo call back from anyoneWhat a joke

July 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** *** Dear *** *** We have completed the investigation of Mr*** rebuttal to the response we provided regarding his dissatisfaction that he was charged a restocking fee for the return of his refrigerator
We have Mr*** rebuttal, and we do not find that he has brought any new information to his complaintAs previously stated, the delivery notes were reviewed and at no time did Mr*** mention that the unit was defectiveAs clarification, the delivery team will call in to report if a customer is requesting to return a product upon deliveryThe deliver team would report the reason for the return and haul away the unit that same dayThe refrigerator was delivered on May 27, and there are no notes from the delivery team indicating an issue with the refrigerator or a request to returnMr*** mentioned in his complaint that the refrigerator was making a grinding noise, not making ice and not coolingTwo of those symptoms would not be noticed upon delivery because it can take hours for the refrigerator to cool and start making iceMr*** did not call our delivery customer service until the next day, and only reported that he did not like the finish on the refrigeratorWe made attempts to exchange with another model with a discount, and Mr*** refused the offerSince Mr*** requested to return the item because the finish on the refrigerator did not match the finish of his dishwasher, and there was nothing wrong with the unit, he was charged the 15% restocking fee as listed on the copy of his receiptOn June 30, Mr*** contacted our Customer Solutions team regarding the charge and was offered $worth of Shop Your Way Reward points, which he accepted and they were applied to his accountIf Mr*** does not want the SYWR points, we can cancel them if needed; but his request to refund the restocking fee has been deniedAs this decision is commensurate to the circumstances, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *
*** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our repair service We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repair caused him any inconvenienceWe have agreed to provide Mr*** with a check in the amount of $which is the amount he purchased his new refrigeratorWe respectfully ask that this matter be closed, since refunding Mr*** the purchase price of his refrigerator and noted his feedback Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

I bought a Clarisonic Mia through one of Sears "preferred sellers"The usual price for this item is $ and I bought it at $ 99, which seemed like a great discountI was aware that there was an issue with counterfeit Clarisonic productsBecause of this pervasive problem with fake Clarisonics being sold as real ones, there is a lot of documentation that allows you to determine whether what you got is the real deal with relative ease
The first indication that I received a fake was that there was no matching product number on the box with the serial number that was on the Clarisonic, which is supposed to be on the boxThere were unforgiveable spelling mistakes on the product description on the box as wellThings like "once those obstructio ns are removed" and "apecifically designed to work" left no doubt in my mind as to whether or not the device was authenticThe packaging didn't even look like it was supposed to, after further investigation
When I contacted Sears I got frustrated at the difficulty of getting a real customer representative through the phone and so I used their chat serviceI explained the item was counterfeitIt was very clear they wouldn't deal with that issue and so they treated it as just another item that needed to be returned
Buyer be awareSears facilitates the sale of counterfeit items through their inactionThe counterfeit item is still in their marketplace being sold to unknowing buyers, with money going into the pockets of these fraudsters who profiteer from deceiving peopleHere is a link to the item: http://www.sears.com/clarisonic-mia-2-sonic-skin-cleansing-system-facial/p-SPM77...⇄ some strange reason, leaving a review for the seller seemed impossible, though it looks like it shouldn't beThis seller sells all sorts of productsThey seem to do particularly well selling fitbits at reduced pricesI can't say that all their merchandise is counterfeit, but the item that I know was counterfeit hasn't even been removed from the marketplaceIn my opinion, Sears facilitates this sort of fraudulent transaction by turning a blind eye when counterfeit items are sold and allowing these types of sellers to continue to profit with fake merchandise
I received all my money back without needing to return the itemThough that seems rather unusual, I'm glad I didn't have to go through the trouble of mailing the item backI imagine a buyer is less likely or able to take their complaints further when they have been fully reimbursedThe problem is that there are most probably many folks out there who purchase items like this one and have no idea they were ripped offTo me, this being my first and last experience with Sears, it seems that Sears provides a platform for this to occurI hope my review can help some people not be defrauded in this way

Complaint:
I am rejecting this response because:
I paid for a repair or replacement warranty The word "replacement' infers that it will be replaced with a similar model The credit $provided was insufficient to purchase the similar model I had to select one with less featuresI've accepted the credit and selected a replacement with the credit I was given because I just want to be done with this...and Sears I spent so much time taking that vacuum back and forth to the repair shop and it was never fixed correctly I asked the manager for a replacement and I was just deflected by him...telling me repair had to authorize the replacement, and repair saying the manager had to authorize Complete run around, lack of communication between departments and lack of communication of policyThen, only when I make a complaint to Revdex.com, Ms*** steps in with a chance to make it right...another miss Instead of just replacing it, she asks me to go pick it up from repair again, where they've unsuccessfully tried to fix it 6+ times and like clockwork, it failed again during the first use This is when she authorized the replacement I have no idea where she came up with the dollar amount of $ That amount is not sufficient to replace my vacuum with a similar model I paid close to $for the protection plan and expected that it be replaced with a like modelNot to mention the hundreds of dollars of time and gas spent carting the vacuum to and from the repair shop Have this happen to the wrong person and there might be a class action suitNevertheless, Sears used to be synonymous in my head with appliances and value At this point in time, Sears has become synonymous with hassle and miscommunication, completely irrelevant to me as a brand They have one and only opportunity over many other players in the market...to provide exceptional, personal customer service at their many, many, and they fail at it miserably
I'm truly sorry that, even at this level, Sears just cannot get it right
Sincerely,
Clyde ***

Initial Business Response /* (1000, 7, 2015/07/15) */
July 15,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - ***
Dear Ms***
We have completed the investigation of Ms***
complaint regarding her allegation that the vacuum that she dropped off for repair was returned damaged
Upon receipt of Ms*** complaint we reached out to Store Manager *** to assist with her concernsOn July 8, Manager*** confirmed that they had contacted Ms***o discuss the issue with the vacuumMs.*** was offered a replacement vacuum; however, she wanted to research the models before she made a selectionShe was then offered a $gift card, the value of the damaged vacuum, to use towards the replacement and she accepted the offerSince the gift card is a resolution that met with Ms.***'s approval we have closed our file
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
XXX-XXX-XXXX direct
***@searshc.com

PURCHASED A FREEZER ONLINE, IT WASN'T IN STOCK SO IT WAS CANCELLEDPHONE CALLS & ONLINE SUPPORT LATER, +DAYS LATER AND I STILL HAVE NOT BEEN REFUNDED!