Sears Holdings Corporation

In April of this year I purchased one complete pair of eyeglasses (frames and lenses) and according to Sears Special Offer was told that I would receive one complete pair in the same prescription free This, with the understanding that the discount may not be in conjunction with vision insurance plans
I spent a good bit of time with a Sears optician to pick my two pairs of glasses and lenses without having Sears bill insurance At the end of the transaction, I was presented with a receipt for pairs of glasses at half price, not the one pair at full price the other free I was informed that this was a requirement for inventory control purposes I was made to feel that not only was I causing problems for the associate, and her manager who she called during our conversation, but also that I was being somehow dishonest All I wanted was to be provided with a receipt that reflected that I paid for one pair of glasses and received one free which is what the signage prominently displayed in the store and on the website promised After much discussion an ‘exception’ was made for me When I came back this week to use the “buy one get one free program” for my husband I was told that if I were to do so I would receive a receipt reflecting purchasing two pairs of glasses at half cost The associate further informed me that “I got her in trouble” for her previous ‘accommodation’ and it would not be allowed again
Through my employer, I am reimbursed for the full cost of ONE pair of glasses By Sears insisting that I accept a receipt that inaccurately reflects the ‘buy one get one free’ offer, I would be reimbursed for 50% of the first pair of glasses and I would have to pay 50% on the ‘free’ pair All I asked is that Sears provide a receipt that accurately reflects their promotion
I understand that it is necessary for Sears to control inventory, however, that is not the customer’s problem

I purchased a Sears Die Hard auto battery from Sears Auto Center over years ago
I also purchased the year guarantee (Premium package) The battery has since failed
7-8-I attempted to have the battery replaced and was willing the pay the prorated usage chargeHowever, Sears Staff member "Steve / Frank" refused to honor the Sears
warranty / guaranteeThey blamed it on my charging system which was thoroughly checked out by BMW/ABS auto

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
class="InsideAddress"> *** *** *** We have completed our investigation of *** *** request for information regarding his refrigerator It is our understanding that *** *** had two questions that he was unable to get answered by Sears Customer CareWe apologize for any inconvenience *** *** had but the information that he was requesting is not easily accessible to our customer care departmentWe were able to obtain the information from the manufacture *** ***’s first question: “Does the water filter come in a box inside the refrigerator or is it installed at the factory?” Answer: The filter is pre-installed at the factoryWe understand *** *** is concerned about the age of the filter and this will be determined by the serial number of his refrigerator which since we have not serviced his refrigerator we do not haveThe second question *** *** has; “Is the water that comes from the water dispenser chilled?” Answer: No, The water being dispensed will be both room temperature and possibly a little coolerThe water dispenser tubing runs on the exterior of the refrigerated section thus first glass will be more room temp. Subsequent ones will be slightly colder, and then back to room temp if several glasses are requestedSince we have addressed and answered *** ***’s questions as requested we have closed our case We apologize to *** *** on behalf of Sears Holdings Corporation and 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 *** *** ***

Well - I have to say this is an ongoing saga so at this point in time my experience has been very negative By the end perhaps it will have gotten even worse We ordered online from Sears a top of the line *** dishwasher - because the online chat person said they would guarantee delivery 10/14/(I have a copy of the transcript to back up this claim should someone want to challenge it) When the Sears contractor called days later to schedule installation, they told me first available was 10/18/and they were beyond rude about it Called Sears back and they gave me a credit of 10% but I still now have to take a day off of work, and no offense, but I make way more in a day than 10% of this very expensive dishwasher So that is very irritating Then, supposedly they will come today to deliver the new dishwasher - however last night I was supposed to receive a phone call with my two hour window No call ever came Got online tried to get the chat person to find out - they said they had no idea but I could call the customer service - why would I call the same customer service that I was online chatting with??? Either they know, or do not know If I look up the status online it says it was delivered on 10/13/2016, BOY DO I WISH So, I guess time will tell today as to if someone is going to deliver it or not No idea what we do if no one ever shows up (guess it will just be a wasted vacation day) - and what a joy to take time off from work and not even be sure the appliance ordered is actually going to show up or not BEYOND frustrated at the poor communication skills of Sears on this product and delivery Feels like they just wanted to get the order, and stopped caring about my experience once they had charged my card It'll come when it comes and be happy about it stupid customer That is how I feel their attitude about this whole thing has been so far And I can not believe the customer service chat person's advice was to waste another 30-minutes of my life on hold waiting for and talking to a customer service phone person How much time is reasonable for a person to spend trying to find out when their item is going to be delivered, when that was the final deciding factor in purchase, and the store is not living up to their promise? How inane

January 4, *** *** 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 for the store to ship the shoes We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found the order was shipped from store *** We have sent an email correspondence to the local store to address the matterShould Ms*** have any questions, she may contact the store directly at *** *** or email me at *** In the interim, we have closed our file, pending the store's response 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

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a refrigerator purchased from SearsSears has processed the in warranty exchange of Ms*** refrigeratorThe new unit has been ordered and is scheduled to be delivered to her home on Tuesday, October 4, We will remove the old unit and deliver and hook up the new unitMs*** has been emailed a copy of the exchange sales check for her recordsIf I can be of any additional assistance to Ms***, she has my contact information within the emails I have sent herAt this time, since we have noted our response to Ms*** complaint, we ask that this complaint be closedWe apologize to M*** 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 ***

Complaint: ***
I am rejecting this response because: Nothing new was added, Sears has shown they refuse to budge even the slightest to retain a customerI will no longer buy or use anything from Sears and suggest others do the sameMy friend is printing up vinyl stickers for my back window to advertise sears has bad customer service, "Do NOT Trust Liars at Sears!" and "Do NOT Buy at Sears!" are the stickers he is making me with his vinyl decal printerIm good at passing the word person to person as well and since I know Sears lied to me and treated me in an unacceptable way, I will go out of my way to stop as many as I can from buying thereI can promise it will cost much more in lost sales than them holding to their wordThey told me that all I need is the email saved and they will add rewards back, yet they now lie about saying this and response like a broken record showing they will be bend in any way to compromise with methis tells me all I need to know and all of my prepaid debit cards I received for my birthday that I planned to use on tools at sears ($worth) I have already started to use elsewhereAnd thanks to Sears I can now show people that *** *** Pro series tools are as good as *** tools and have the same warranty yet a much cheaper price, more and closer stores and a more stable company you dont meed to worry about going under and loosing your warranty.
Make sure Sears sees this response cause thanks to them I can compare *** *** tools to *** and head to head Im finding a better value from *** *** as long as you buy the pro series stuffIm going to start *** videos of the comparisons since Sears treated me this wayI used to promote *** tools over *** *** *** all the time, but now thanks to Sears I get to save money and start promoting a new brandI got some specialty tools from *** *** that BLOW Sears prices out of the water and they are solid toolsIm testing them now and am so happyguess I should thank Sears for being liars and not caring about a customer enough to compromise in the slightest way, cause now Im going to promote and new brandMy research shows and I see it myself things like *** *** regular impact sockets are not that good, but their Pro series heat treated chrome moly ones are as good of not better that *** with the same warranty at a better priceMight be fun doing the tests and who knows maybe *** *** will give me stuff to test since it will make them look great over *** I am certain, lolYou lost a LONG TIME supporter of *** tools who pushed many in that direction over *** ***, *** and moreNow I will do that for *** *** Pro series toolsI do know my new *** *** Pro Impact out does my *** one which I will sell once I do the you tube video showing the *** getting crushed in power!
They should apologize to me and make it right but I doubt they will so my mission will start
Thanks to the Revdex.com for the help in this matter with this unfair lying company called Sears!
Sincerely,
*** ***

April 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding a *** *** *** ** *** agreement Each step of the *** 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 it seems that *** *** was also provided with a copy of this agreement via emailWe want to make it clear that *** *** had days within which to return his item if dissatisfied*** 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 matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Nita ***
Revdex.com
North Wabash Ave, Ste#Chicago, IL
align="left">
Re: Robin *** ***
Dear Ms***: We have completed the investigation of Ms*** complaint regarding a washer purchased from SearsGustavo ***, manager of the North Riverside Sears provided the following response:
MsOjeda has received a new washer and as a gesture of good customer service we have provided her with a $Sears gift cardIf I can be of any further assistance to Ms* ***, she can reach me at (708) 588-Ext ***At this time, since it is my understanding that Ms*** is satisfied with the actions taken to resolve her concerns, we ask that this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** Dear *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and repairs to his washerSears Home Services records indicate that repairs to *** *** washer were completed during a service call that was completed on July 22, During the service call the technician indicated that he repaired a drain pump hose. After the hose was reinstalled the washer was tested and was found to be operating as designedRegarding the damage to the home, *** *** is aware that Sears has referred his damage claim to our third party claims examinerOnce it was called in to *** the claim was given a claim number of ***The claim has been assigned to *** *** who can be reached at *** or via email at *** For clarification, *** has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon ***’s actionsTheir decision is immutableIf *** *** has any further questions in regards to his claim, she would need to contact his case worker at ***Although we empathize with *** *** frustrations, we are not in a position to offer him any assistanceThat said we ask 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 ***

Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Anna ***#*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears OutletWe have been informed by Ms*** that the actions taken by Sears Outlet have resolved her complaint and she is satisfiedAdditionally Ms*** left Sears Outlet a positive review on Yelp, that said out file has been closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

February 18, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer service and non-receipt of an item he ordered from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, the local Sears Hometown store scheduled to fill the order in question contacted Mr*** in reference to his concerns and spoke with Mrs***. Sears Hometown Store agreed to honor Mr*** request for a $credit and Mrs*** indicated that this met with her satisfaction. Mrand Mrs*** are welcome to contact the store directly if they have any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience Mr*** may have experienced. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr*** 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.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding a mattress purchased from Sears*** ***, Service Recovery Specialist from Sears Home Delivery provided the following response: After receiving Mr*** complaint I contacted him to discuss his concernsMr*** requested that his order be cancelled and to receive a refundI was able to confirm that the order was cancelled on January 14th , a refund was processed and the fund should post back to his ***Card ending in *** within to business days of this dateIf I can be of any further assistance to Mr***, he can reach me at *** *** *** Since we have noted the actions taken by Sears to refund 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 ***

Complaint:
I am rejecting this response because: refrigerator will NOT stop freezing food after replacement of water filterThe problem is more complicated
Sincerely,
Alic***

Initial Business Response /* (1000, 6, 2015/07/31) */
July 31,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Ms*** complaint
regarding her dissatisfaction with our customer service and alleged failure to provide an alignment
It is unfortunate that we failed Ms*** expectations when she recently visited our Sears Auto CenterWe value Ms*** patronage and can understand her frustration with the events she detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that Ms*** came in one day before the Fourth of July holiday, which is one of the busiest days of the year for any automotive service providerOn this day, we advised every customer that came into our Auto Center without an appointment that we were experiencing very long wait timesOur records indicate that Ms*** was told in advance that there would be a four hour wait and she informed our advisor that she accepted this because she would be going to the mallIn reference to the $dollar coupon Ms*** mentions, our manager did agree to honor the price match requestHowever, it was determined that all of the alignment angles were within specificationTherefore, additional time was not needed to perform an alignment, Ms*** was given an alignment print out confirming the specifications we advised her of, and her vehicle was ready at 6:pmMs*** suggests that Sears did not perform the stated services simply because she feels there would not have been enough timeFor this reason, it is important to clarify that the front toe is the only adjustment that can be made on Ms*** vehicleThis type of adjustment would only have taken minutes, if it was needed, and her vehicle still would have been ready by 7:pmSince we did not find that her vehicle was out of alignment specification, and Ms*** states other service providers suggested an alignment was needed due to wear, it may be important to mention that it is possible for worn suspension and steering components, such as ball joints, tie rod ends, control arm bushings, struts or shocks, to also cause the type of wear she describesWith that having been said, we do not find any justification for Ms*** demand for a refund, and we are unable to honor this requestUnfortunately, we are also unable to honor her request to have her old tires returned to her, since all of the used tires Sears Auto Center received the weekend of Ms*** visit were picked up for recycling before our receipt of this complaintAt this time, we can only reiterate that we regret any inconvenience she may have experiencedWe hope that in the future Ms*** will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Ms*** comments and no further resolution can be offered at this time
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

January 13,
'serif'">
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
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 store# *** who states the following:
I have contacted Mr*** and explained how the measurements work on the snap shotMr*** explained to me that he was concerned that he just got an alignment and was told he needed anotherI explained when we do the snap shot it is an estimate of the total toe left and right and not an exact individual angleI also explained that if the snap shot says it was out and he approved an alignment to be performed, Sears would not charge him if the alignment is in specificationMr*** said he understood and had no further questions but expressed we should have our machine calibratedI told him I will have it looked at it to be safeThat 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
***
***

I had an appointment for a service technician from Sears Appliance Repair, scheduled for today August 25th, between a.mand p.m The Sears automated system called yesterday (August 24th.), on two occasions to give information, the first time was to notify me that someone needed to be home between a.mand p.mon August 25th The second call, from Sears automated system simply stated that I should call a toll-free number, if I wish to cancel my appointment I waited patiently all day, from a.muntil p.m., NO ONE called or showed up to repair my refrigerator I then called Sears, at a local (Atlanta) number (770-429-4155), after a long process of navigating through the automated "customer service" system, I was transferred to an attendant, in New Jersey, who speaks very poor english I explained that the Sears technician was a NO-SHOW The attendant was very cordial, looked into the system and informed me that their technician called my residence, didn't get an answer and cancelled my appointment I told the attendant that, his information was not correct, the technician did not call my residence nor my cell phone Then asked to speak with a supervisor and was told "our supervisor will tell you the same thing" So I demanded to speak with a supervisor The supervisor explained the same details, so I told the supervisor that the technician DID-NOT-CALL! The customer service supervisor updated the repair ticked to state the customer was not called and the lied, in closing out his ticket due to customer not being available
The customer service person then offered to reschedule my appointment, but the earliest date available was September 29th, so the service person suggested that I contact a different repair company Now were getting somewhere, when you own customer service representative suggest's that you can get better service from an alternate company, you should not be in business! I took his advice an rescheduled with Dependable Appliance Repair My complaint remains, the Sears repair technician LIED, when stating that they called the customer, they DID NOT CALL and they DID NOT SHOW, up for a scheduled appointment As a result, I will no longer do bushiness, of any type, with Sears

October 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her ring Store Manager *** *** provided the following response: I spoke with *** *** who has indicated that she was very dissatisfied with the way this issue has been handled by the personnel at the *** *** location and that she feels the stone on her ring is defectiveThe *** *** store manager (*** *** was involved in a decision wherein she was offered to exchange the ring or we would provide her with a full refund, but neither of those answers was acceptable to her. What Ms*** wants is for us to replace the stone in the ring she feels is defective. The ring has sentimental value since her husband gave it to her. In talking to the jeweler, they stated that there was never any damage to the center stone but that it was an inclusion (carbon) that would have been there when she purchased the ring. However, as a courtesy, we authorized for her stone to be replaced under the care plan but that it would count as her one time replacement. Ms*** has stated that she feels that the managers in *** *** were rude and didn't do anything for her and that she had to do all the leg work to get her stone replaced. As a result, she feels we should compensate her for her time by giving her a lifetime care plan at no chargeI have explained that the reason she had to make some extra calls was because there was really no damage to the stone and that typically we wouldn't replace it according to the terms of her care plan. This offered simply as a customer service gesture and not an obligation; therefore, we will not be providing any further remuneration in regard to this issueThis our final decision on behalf of Sears Holding Corporation as communicated in this response Any further correspondence will simply be returned to our office and the answer will be the sameShould Ms*** have any further questions, I (***) may be reached during business hours at *** ***In light of the aforementioned information, we respectfully ask that this matter be considered 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

August 31,
0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the pair of her refrigerator
We have reviewed Ms*** service history and apologize that the technician was unable to repair her refrigerator. We escalated Ms*** complaint to *** *** Territory Member Advocate Supervisor, who called Ms*** and discussed her concerns. Ms*** offered Ms*** a gift card for any inconveniences that she may have had to which she declined and stated that she didn’t want anything from Sears, nor did she want to deal with Sears any longer. That being said, because we have addressed Ms*** complaint, we respectfully request this complaint be closed
We apologize to Ms*** 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
***
***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding a washer purchased from the Sears Outlet in Tucker*** *** has been in contact with *** *** and informed her that Sears woulf be picking up the washer on Friday, April 15, Once the washer has been returned to the warehouse the store will process the refundThat said, it is important to note that a credit to a credit card will post to the account within 3-days of processingIf I can be of any additional assistance, *** *** grandson has my contact information in his emailSince we will be picking up the washer and processing a full refund, we ask 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 ***