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Reviews Sears Home Outlets

Sears Home Outlets Reviews (322)

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL? ? Re:? [redacted] - Darlene [redacted] ? Dear Ms [redacted] : ? We have not fully completed our investigation of Ms [redacted] complaint regarding service ? We had set service for Ms [redacted] with a senior service technician and are currently waiting completion of that serviceWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted.? If Ms [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved.? We respectfully ask that this matter remain closed at this time? ? We appreciate the opportunity to address this matter.? Please feel free to contact me if you have any further questions or concerns? ? Sincerely, ? Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L [redacted] @searshc.com

May 24, ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: [redacted] ? Dear Ms [redacted] ? We have completed the investigation of Miss [redacted] complaint regarding her refrigerator repair experience? We would first like to apologize for any inconvenience Miss [redacted] may have experienced with serviceAfter reviewing the notes in the service order, we found that the technician was able to install a new control to complete the repair on May 9, While Sears is unable to authorize the full amount of food loss incurred without an extended service contract, we are authorizing a refund of $for the food loss experienced as a courtesy exceptionThe mail bank check will arrive within to business daysAdditionally, we hope that in the future Miss [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since the repair has been completed, we respectfully ask to have this matter closed, pending the receipt of the check for food loss? ? We appreciate the opportunity to address this matter.? Please feel free to contact me if you have any further questions or concerns ? Sincerely,? [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

March 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding her dissatisfaction with our response to her complaint about the cancellation of her layaway order We have reviewed both sears.com’s response and Ms [redacted] rebuttal, and we do not find that [redacted] has brought any new information to her complaint While we understand that she was dissatisfied with the service she received, we are unable to grant her request to receive the treadmill at the sale price offered at the time she opened her layaway order, since the cancellation was not the result of any error by Sears It is also important to clarify that Ms [redacted] layaway order was cancelled February 6, The date of March 6, 2016, stated in our previous letter is a typographical error We apologize to the Revdex.com and [redacted] for any confusion this typographical error may have caused and can assure both parties that the payment detail included is accurate In reference to Ms [redacted] claim that she did not receive a cancellation email, it might be important to mention that our emails are commonly misdirected to spam folders when our customers do not add our address to their email contacts Regardless, at the time of layaway opening Sears provides our customers with a complete schedule of payments, due dates and terms that they may refer to for direction whether or not they receive specific email notifications about their layaway Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Ms [redacted] case we do apologize that we failed her expectations, layaway orders cannot be reinstated and we are unable to offer the same price on a new order when the previous order has failed due to late or non-payment We can only again assure [redacted] that her concerns have been forwarded to management for review Any associates that may have provided her with incorrect information about the status of her layaway will be given the opportunity to receive additional training or receive disciplinary action up to or including termination Since we have again confirmed that Ms [redacted] layaway progressed properly and without any systemic error, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***

? Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]

May 3, 2018? [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL ? 60611Re: ? [redacted] ?" James M***? Dear [redacted] We have completed the investigation of MrM [redacted] complaint regarding non receipt of the promised concession for his purchased range.After reviewing MrM [redacted] complaint and our records, we contacted our delivery department and were informed that although the concession request was submitted, unfortunately it was not processed accordingly and we apologize for thisIt is also our understanding that the store issued a credit in the amount of $on April 03, ? At this time, a credit in the amount of $was issued back to the original form of payment, which brings the total concession to the offer that was original made of $We ask MrM [redacted] to allow 7-business days to post back to his accountSince we were able to provide MrM [redacted] with his requested resolution, we have closed our files.We appreciate the opportunity to address this matter? Please feel free to contact me if you have any further questions or concerns.Sincerely, ? Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation? O: [redacted] F: ? [redacted] ? imx integrated member experience?

Initial Business Response / [redacted] (1000, 8, 2015/05/14) */ May 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] - [redacted] and [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs***'s complaint regarding her dissatisfaction that the refrigerator failed sooner than she expected and her request for a refund We apologize that the ***'s refrigerator failed to meet their 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 failUpon receipt of the ***'s complaint, we reached out to [redacted] Store Manager for unit [redacted] to assist with the ***'s complaintMr [redacted] contacted Ms [redacted] and he offered exchange to refrigerator for a comparable modelMs [redacted] accepted the offer and approved the model refrigerator offered for the exchangeThe refrigerator is scheduled for delivery on May 21, With that being said, since it is our understanding that the exchange is a resolution that met with Ms***'s approval, we have closed our file Again, we apologize to Mrand Mrs [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com

February 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund after the cancellation of his sears.com exchange order It is unfortunate that we failed Mr [redacted] 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, we have reviewed our records and confirmed that refunds of $and $were issued on February 21, 2017, and $on January 4th, for a complete total of $issued to Mr [redacted] account ending in *** Mr [redacted] may reply to our email if he has any further questions about this issue or his refund At this time, we can only reiterate that we truly regret any inconvenience he 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 [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted] ***

February 5, ? ? Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: #?" [redacted] ? Dear Ms [redacted] , ? We have completed the investigation of Ms***’ complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled kmart.com order? It is unfortunate that we failed Ms***’ expectations when she recently placed an 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 averted.? Additionally, our records indicate that a refund of $was issued to Ms [redacted] on January 15, 2016.? 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,? Nicki [redacted] Regulatory Complaint Specialist [redacted] ***

January 19, ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? ***? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? [redacted] ? ? We have completed the investigation of Mr [redacted] complaint regarding a recent transaction ? District Manager [redacted] provided the following response: ? We want to point out that outlet items are unique in that they are typically floor model, scratch and dent, previously used, or refurbished items and the price is dramatically reduced to reflect thatWhile we may have had another one of the same items there, the condition was different and the pricing would be different as well as a resultMr [redacted] paid approximately $for an item that sells for $new.? As a courtesy, we offered to provide Mr [redacted] with a new refrigerator of the same model at no additional cost to him, but he declinedHe wants to pay less than he originally paid, which we find to be an unreasonable requestWe are willing to discount the refrigerator approximately $We also offered to allow him to select a different model and we would work with him on the pricingMr [redacted] refused this offer as wellAt this time, Mr [redacted] has received his refund and he has been made whole? Should Mr [redacted] decide to recon sider, our prior offers are valid for days from the date of this letter; after that, they will be null and voidMr [redacted] may contact me ( [redacted] at ( [redacted] during business hours if he has any further questions or concerns ? We apologize to Mr [redacted] and appreciate the opportunity to address this matter.? Please feel free to contact me if you have any further questions or concerns? Sincerely, [redacted] Regulatory Complaint Specialist ?

May 22, ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: [redacted] ***? ? Dear Ms [redacted] ? We have completed the investigation of Ms [redacted] complaint regarding the washers she ordered from Sears.com mistakenly listed for $? We strive to provide our Sears.com customers with accurate information, including pricing and availability, on all products available on Sears.com.? Should we uncover a pricing error, or if we determine that the merchandise is not in stock to be shipped to a customer’s area, we will cancel the orderIf a customer's credit card is charged with a purchase and the order is cancelled, Sears promptly issues a credit to the cardWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business, it is possible for mistakes of this nature to happen occasionally, with the possibility of many orders being placed before a correction can be made, which could result in a substantial loss for a retailerThis is why most online merchants have similar terms and conditions.? Most online retailers post similar terms of use, and we stand by our disclaimerWe sincerely apologize to Ms [redacted] for any inconvenience she may have experienced due to this error, and have included a copy of our disclaimer below, in the event that she is not completely familiar with it: ? Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded? With that having been said, our records indicate that Sears issued two refunds of $to Ms [redacted] account on April 27, Since a resolution appropriate to our Terms of Use has been provided, we have closed our file regarding this matter ? We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns ? Sincerely,? [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

July 22, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Kev [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his Shop Your Way Rewards (SYWR) account In order to take advantage of an affiliate offer through a member’s SYWR account, they have to start off on the SYWR page and the terms of each offer are noted thereIn this case, the offer was a Raise promotion and it was noted that it was only valid for one time useHowever, MrFunakoshi used the offer several times, and we have given him the points more than once as a courtesyWe cannot continue to do soAs clarification, we want to note that the terms of the SYWR program note that all transactions are subject to review and points may be removed at any time at our discretionIn the future, we would suggest that Mr [redacted] review the terms of each promotion carefully prior to placing any orders as further exceptions may not be madeIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie[redacted] @searshc.com Tell us why here

Initial Business Response / [redacted] (1000, 13, 2015/06/03) */ June 3, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with the refrigerator he received, delivery delays, and non-receipt of a full refund It is unfortunate that we failed Mr [redacted] 's expectations when he recently placed an order with Sears OutletWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedIt may be important to clarify that Sears Outlet Stores are independently owned franchises that may offer items to customers outside of their central delivery areaThis was the case with Mr [redacted] 's order, and as such Sears Outlet retained services from a third party to deliver his refrigeratorWhile this service is meant to appear seamless to our customers, scheduling is entirely up to the selected third party carrierWith that having been said, we have confirmed that Mr [redacted] 's refrigerator order has been returned and on May 20, 2015, a check for the remaining refund amount of $was mailed to the address Mr [redacted] provided with his orderAt this time, we can only apologize for any misinformation Mr [redacted] may have received about Sears Outlet delivery services and reiterate that we truly regret any inconvenience he may have experiencedAdditionally, we have forwarded his complaint to the Sears Outlet Store he purchased his refrigerator from, so that they may determine whether any future changes can be made to improve their servicesWe hope that Mr [redacted] will continue to shop at Sears and allow us an opportunity to provide him 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 Mr [redacted] 's comments and the requested delivery service has been completed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 15, 2015/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) ok the case is closed

Initial Business Response / [redacted] (1000, 7, 2015/07/16) */ July 16, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction that the refrigerator failed sooner than he expected and the multiple service attempts on the refrigerator We apologize that Mr [redacted] 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 consumerWe reviewed the service order notes on the refrigerator that Mr [redacted] purchased from our Sears Outlet store on October 19, Our records indicate that Mr [redacted] called us for service on November 26, and reported that the refrigerator was running too longOn November 29, 2015, our technician performed a thorough inspection and found there was nothing wrong with the refrigeratorThe technician did inform Mr [redacted] that the room temperature was too cold and it would affect the how the refrigerator functionsMr [redacted] did not call again until February 9, and reported the same issueOn February 14, our technician again inspected the refrigerator and determined that it was working as designedThe technician noted that the room temperature where the refrigerator is located is below degreesWe would like to note, that according to the Troubleshooting Guide section in the manual, under Compressor Seems To Run Too Much it states "The high efficiency compressor may cause your new refrigerator to run more than your older one, but is still more energy efficient than previous models" On April 20, Mr [redacted] reported that the refrigerator was not coolingOur technician ordered a dryer assembly to repair the refrigerator, but after it was installed it was determined that the compressor would have to be replaced as wellOn June 5, our technician installed the compressor and the dryer assemblyThe refrigerator appeared to be working and repair was completedOn June 7, Mr [redacted] reported that the refrigerator was still not coolingOn June 20, our technician contacted STAC (our tech support line) and requested assistance with the diagnosisAfter an extensive diagnosis and pressure testing, it was determined that the information indicated that there is a possible leakThe technician was instructed to flush the lines to isolate the leak which could take a few hoursDue to time constraints, the technician had to reschedule another appointment to perform this taskService was rescheduled for July 2, to flush the lines and determine if we would be able to repair the leak or deem the refrigerator non repairableWe apologize if there was any miscommunication regarding the return visit, because Mr [redacted] mentioned in his complaint that he was under the impression that the refrigerator was non repairable at this pointAccording to our records, on July 2, we attempted to contact Mr [redacted] regarding the service appointment, but he was not home [redacted] , Support Specialist for Unit ***, made several attempts to contact Mr [redacted] to reschedule the service appointmentOn July 7, 2015, Ms[redacted] spoke with Mr [redacted] and he stated that he was unaware of the appointment that an appointment had been scheduledShe offered to reschedule to complete the final process of the repair, and he refused the offer to schedule service Due to the service history, we also reached out to the Sears Outlet store [redacted] where Mr [redacted] purchased the refrigeratorOn July 16, District Store Manager [redacted] reached out to Mr [redacted] to discuss his concernsFor customer satisfaction, Manager [redacted] offered to exchange the refrigeratorMr [redacted] declined the offer and stated that he had filed paperwork for small claims courtThe only thing he would settle for is a new fridge and a $cashier's check for all his troublesWe feel our offer is more than reasonable considering that Mr [redacted] only paid $plus shipping for the refrigeratorMr [redacted] may contact Regulatory Complaint Specialist [redacted] within days from the date of this letter if he would like to accept our offer to exchange the refrigeratorSince we have addressed the issues brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) First and foremost, I would very much like to thank the folks at the Revdex.com for their efforts in trying to rectify this matterUnfortunately, Sears is misrepresenting the facts and continues attempts to mask negligence and malfeasanceSears must not be permitted to treat honest customers in such a poor mannerSears must formally amend its current corporate policy, which holds no regard for a consumers time and inconvenience FACT: This is a classic class of [redacted] vs [redacted] FACT: The appliance (a refrigerator) did not fail prematurely as Sears claims; it simply never worked properly from day one FACT: On two occasions (the first two service calls), Sears' own technicians blamed me for the fact that the appliance was failing to work properlyNo one ever attempted to ascertain whether or not the appliance could be faultyNo meaningful diagnostics were performedNo gauges utilized (To be clear, I am educated as a Mechanical Engineer) FACT: There have been a total of six (6) service calls to date; again, all for the exact same issue that was experienced from day one of my taking possession of the appliance FACT: No arrangements were ever made with me to establish a seventh (7th) service call for July 2, I did not request itI did not approve itI did not know about itAt the appropriate time and through official records, I can prove I was not even in my home stateThis supposed appointment was instituted solely to protect Sears; and elements within its behemoth corporate structure (In laymen's terms, this is referred to as, [redacted] FACT: Sears is mistaken that the seventh service call was intended to search for a supposed refrigerant leakThe reality of the matter is that service call number six (6) was a double header, with the technician showing up at hours local time at the beginning of his shiftAnd again at the end of his shift, staying until somewhere past hours that eveningThis technician did check the pressure and confirmed, in my presence, that there was no refrigerate leak (again, I possess a BS in engineering) FACT: Three of Sears' own technicians openly admitted that the appliance was outfitted with unauthorized components (To be clear, this means Sears sold me an appliance that contained parts not permitted by the manufacturer) FACT: I have logged hours waiting for and monitoring Sears techniciansThis has equated to missing work, canceling plans, and an inability to make additional plans during my time off FACT: Three of Sears' own technicians openly admitted the refrigerator should be condemned; with two having stated it would have already been condemned given current circumstances if the timeframe had merely been the year prior; before Sears Corporate implementing a new, much more stringent (yet flawed) business model FACT: During service call number five, a highly skilled technician spent six hours and thirty five minutes (XXXX-XXXX) repairing the applianceBy the next morning, everything inside the refrigerator was covered in a heavy condensationBy that afternoon, everything inside was effectively at room temperature, with puddles of water everywhereTo be clear, the capacity for the appliance to successfully "refrigerate" went from poor (day one through service call number five) to nonexistentAgain, I wish to clearly articulate that I possess a very technical educational backgroundThis service tech clearly knew what he was doing; and worked virtually nonstop for hours FACT: The appliance was inspected and serviced (dated repair tags were affixed to the back of the refrigerator) prior to sale; and by a five different, several highly experienced, field service technicians without success FACT: I cannot begin to calculate the amount of food I have had to dispose of, due to spoilage, since October FACT: I am currently getting by with a "dorm room" cube refrigerator, adjacent to a six foot, five hundred pound piece of modern art FACT: Sears Customer Service informed me directly that they were not authorized to condemn an applianceThey went on to state that only Sears' own technicians had that authority FACT: Sears' own technicians (three separate individuals) each laughed when informed about the aforementioned; and independent of one another clearly and emphatically articulated that no technician employed by Sears had such authority FACT: On two separate occasions, one of Sears' own technicians requested "Stack" (sp?), Sears' ~service technician command center~, condemn the applianceThe request was refused in both instancesDuring the second iteration, I moved in close to the technician and could hear the "Stack" representative refusing to condemn the appliance and state, "I have a wife and kids!" FACT: When recently contacted by a Sears Outlet Deputy Store Manager, he apologized for the trouble I had experienced; and openly admitted that Sears had experienced extensive problems with its various ??? Subsidiaries / Divisions / Holdings ??? in the recent past, which is why Sears Corporate had decided to "break / spool off" its various components FACT: The Deputy Store Manager also openly admitted that his store, where my appliance originated from, had no direct means to verify the functionality of the appliances it sold FACT: The Deputy Store Manager did intend offer to find my a comparable applianceI declined his offer, stating the matter had gone well beyond such a meager offer FACT: I conducted extensive research before purchasing this appliance, even subscribing to Consumer Reports for the explicit purpose of ensuring I received a quality refrigerator with the exact features I desired Final Business Response / [redacted] (4000, 15, 2015/08/26) */ August 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: # XXXXXXXX - [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our response regarding his dissatisfaction that the refrigerator failed sooner than he expected and the multiple service attempts on the refrigerator As previously stated, Mr [redacted] called for service in November and again in February 2015, he reported that the refrigerator was running to longOn both service visits our technicians determined that the refrigerator was operating as designedWe also noted that according to the Troubleshooting Guide section in the manual, under Compressor Seems To Run Too Much it states "The high efficiency compressor may cause your new refrigerator to run more than your older one, but is still more energy efficient than previous models" Mr [redacted] states that three of our technicians admitted that the appliance was outfitted with unauthorized component(s)We investigated and only one technician reported that he discovered that the dryer installed in the refrigerator was a Whirlpool model and it needed to be a LG modelThe technician reported his finding to STAC (technical support) and it was determined that the Whirlpool model can be used for testing purposesThe technician ordered the correct dryer model was installed itThe other technicians confirmed that they did not find any unauthorized parts installed On June 20, the last technician that service the refrigerator was instructed by STAC to flush the lines to isolate a leakDue to time constraints, the technician had to reschedule another appointment to perform this taskAs clarification, when a technician reschedules a return visit, he will automatically set it for the first date available in our systemWe apologize if our technician failed to inform Mr [redacted] that he had rescheduled to return on July 2, Regrettably as Mr [redacted] stated in his rebuttal response, he was unaware of the appointment and was out of town during that time periodSince we were not able to reach Mr [redacted] , the appointment was cancelledOn July 7, [redacted] , Support Specialist, spoke with Mr [redacted] and he stated that he was unaware of the appointment that an appointment had been scheduledShe offered to reschedule to complete the final process of the repair, and he refused the offer to schedule service and stated that he had filed in small claims court Furthermore, on July 16, 2015, District Store Manager [redacted] reached out to Mr [redacted] to discuss his concernsFor customer satisfaction, Manager [redacted] offered to exchange the refrigeratorMr [redacted] declined the offer and stated that he had filed paperwork for small claims courtThe only thing he would settle for is a new fridge and a $cashier's check for all his troublesWe feel our offer is more than reasonable considering that Mr [redacted] only paid $plus shipping for the refrigeratorMr [redacted] may contact Regulatory Complaint Specialist [redacted] within days from the date of this letter if he would like to accept our offer to exchange the refrigeratorIn the interim, we respectfully request this matter be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation XXX-XXX-XXXX [redacted] @searshc.com

Initial Business Response / [redacted] (1000, 10, 2015/06/05) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX June 5, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Mr***'s complaint regarding his online order [redacted] Assistant Store Manager for Outlet Unit [redacted] provided the following response: It is unfortunate that we failed Mr***'s expectations as we value his patronageWe can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe apologize for any inconvenience and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that said we were able to process a refund on June 4, 2015, for $under return receipt number XXXXXXXXXXXXAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponShould Mr [redacted] have any questions or concerns, he may contact us directly at (XXX) XXX-XXXXIn 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/06/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did get the refund for the item Sears cancelled, it took months for them to do soI will never shop at Sears for as long as I liveCustomer service shouldn't be something done only when a complaint is filed, it should be the #expectation of all employees everydayI can shop at [redacted] or [redacted] places that take customer service seriously and demonstrate it dailyMy refund was not processed until I got the Washington Attorney General involved, nice customer service Sears

June 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] ?" Shelley D [redacted] Dear Ms [redacted] We have completed the investigation of MsD [redacted] complaint regarding her allegation that the window AC unit was sold to her in with mold in the package, and her request for a return was denied As clarification, Sears does have a 30-day Satisfaction Guarantee period on appliances which allows our consumer a reasonable amount of time to make sure they are satisfied with their purchase We would like to note that a link to view the return policy online is listed below the description of the items we sell With that being said, at the time of MsD [redacted] purchase, the Sears return policy stated “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptions ” According to our records, MsD [redacted] purchased the window AC unit online on March 6, 2016, and she picked it up at the store on March 9, MsD [redacted] did not report her concern with mold in the packaging of the unit until April 18, MsD [redacted] contacted our online department and reported that she just had the window AC unit installed and discovered mold on the bottom Since MsD [redacted] had the unit in her possession for more than days, the unit did not qualify for an exchange or return After the day period, the unit is covered by the manufacturer’s warranty for parts and labor; however, the warranty does not cover mold issues We would also like to note that we have no way to verify the type of conditions that MsD [redacted] may have stored the window AC unit while it was in her possession As a good-will gesture, on April 18, our online customer service offered MsD [redacted] a $refund to assist with the cost of cleaning the mold off the unit MsD [redacted] accepted the offer and separate credits of $and $were issued to her [redacted] card ending in [redacted] ? The notes indicate that MsD [redacted] even called back that same day to confirm that she was issued the credit and it was confirmed On May 3, MsD [redacted] called again and requested the voltage of the window AC unit for installation purposes and she was directed to Kenmore Customer Care As far as MsD [redacted] request for an exchange is concerned, we did not find that this was warranted; specifically since the unit does not qualify With that being said, since we have addressed the issue brought forth in MsD [redacted] complaint, we have closed our file We apologize to MsD [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/09/24) */ September 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr[redacted] complaint regarding his purchased sleep sofa After reviewing Mr[redacted] complaint and our records, we were able to determine that on September 17, Mr [redacted] received a full credit in the of $back to original form of payment It is our position that the delivery refund in itself is a substantial accommodationAt this time, since Mr [redacted] was credited fully for his returned sleep sofa and this is an equitable resolution under the circumstances, we have closed our file We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation/SHC Direct -XXX-XXX-XXXX [redacted] @searsch.com

February 25, ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: [redacted] ? Dear [redacted] ? We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and failure to redeliver a refrigerator she purchased on sears.com? It is unfortunate that we failed Ms [redacted] expectations when she recently purchased a refrigerator on sears.comWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review.? With that having been said, Sears was unable to deliver the refrigerator because it would not have fit through the entry of Ms [redacted] home without causing damage to the entryway.? It was for this reason that her order was cancelled.? Ms [redacted] was advised that she would need to select a different refrigerator and asked for the dimensions of her entryway and the space for the refrigerator.? Our records indicate that Ms [redacted] did not accept this information or our offer to assist her and instead completed a new order for the same refrigerator, which is expected to become available for delivery by March 14, 2016.? It should be noted that the replacement order may also be cancelled if a delivery attempt is made and Ms [redacted] has not made some sort of accommodation or arrangement that will allow the refrigerator to fit through her doorway.? At this time, we can only reiterate that we do regret any inconvenience she may have experienced? We respectfully ask to have this matter closed, since we have noted Ms [redacted] comments and no further resolution can be offered at this time ? We appreciate the opportunity to address this matter.? Please feel free to contact me if you have any further questions or concerns ? Sincerely,? [redacted] Regulatory Complaint Specialist [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed the investigation of Ms[redacted] complaint regarding Sears Home Services [redacted] , Sears Home Services, Customer Advocate provided the following response: On September 28, 2015, I contacted Ms[redacted] to discuss her concernsWhile on the phone with Ms [redacted] I explained the process on how we dispatch a technician out to a consumer's home to verify what parts are neededMs [redacted] was upset stating she couldn't continue taking days off she was going to look into going to another service providerThe technician that went out to Ms [redacted] home had given her the breakdown as to how much the part would cost plus labor to install the partsMs [redacted] did not want to pre pay for the part and have them ordered and installed at a later dateMs [redacted] wanted the part to be installed the same day; this is not how Sears addresses our customer service calls that are paying cashWe do not order parts unless they are paid for in advanceIf Ms [redacted] is still in need of assistance, she can reach me at [redacted] XX-XXXXSince we have noted the process for assisting cash call customers, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) The service dept offered inferior service until I filed a complaint with Revdex.comIt's too bad that they have to be publicly displayed before they will do the right thing for their customersI called customer service times and they could not assist so I found a non-sears service technician who fixed the problem in one vist, not visits as Sears claimed it neededOne visit to see the problem, another visit to order the correct parts and a 3rd visit to installI dont have enough days to take off from work to get one tube fixed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meHowever I will never do business again with Sears or Sears.com Sincerely, Laura S***

August 5, ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re:? # [redacted] ?" Racinda AL [redacted] ? ? ? ? ? ? ? ? ? ? ? Dear [redacted] ? We have completed the investigation of Ms L [redacted] complaint regarding her refund? ? ? ? ? ? ? ? ? ? According to our records, check number [redacted] for $321.74, was cashed by MsL [redacted] on August 15, In light of the aforementioned information, we have closed our file ? We apologize to MsL [redacted] and appreciate the opportunity to address this matter.? Please feel free to contact me if you have any further questions or concerns? ? Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation? ? [redacted]

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