Sears Home Outlets

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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]

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.? You should know that we did not receive the responses they spoke of on 3/and 4/2.? We do see here, in your Revdex.com system, a 4/response, but we did not receive notification directly from Sears.? We only see it now when opening your response.? Thank you for your assistance.? We certainly do hope the checks arrive.? Furthermore, the fact that there are two checks is odd.? ?
Sincerely,
Carol Sue J[redacted]

March 7, ? Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: Polly J[redacted] - # [redacted] ? Dear MsVirghes: ? We have completed the investigation of MsOffenbecher’s complaint regarding her dryer ? First, we
would like to apologize to MsOffenbecher’s for failing her expectations in regard to the repair of her dryer.? Upon receiving MsOffenbecher’s complaint, we contacted the local service unit for assistance.? Stephanie Gordon with responded that MsOffenbecher was already scheduled to have a technician examine her dryer on February 22, 2017.? On the day of service, the technician found that the drum needed to be replaced; he ordered the part and subsequently returned on March 6, 2017, to install it and complete the repair.? ? While we understand that MsOffenbecher would prefer to have the dryer replaced, the extended coverage she carries on the dryer is a repair agreement.? Per the terms of the Repair Protection Agreement (RPA) a replacement will only be provided if the covered product cannot be repaired or if parts and/or technical information are no longer available.? MsOffenbecher’s dryer was repairable and the part needed to complete the repair was availableWith that said, since we have documented MsOffenbecher’s concerns with the repair process and we have completed the repair to her dryer in accordance with the terms of her protection agreement, we ask that this matter be closed? Again, we apologize to MsOffenbecher we appreciate the opportunity to address this matter.? ? Sincerely, Melissa Lando Regulatory Complaints Specialist ? ?

Initial Business Response /* (1000, 8, 2015/10/13) */
October 12,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
We have completed the investigation of Ms*** complaint
regarding her dissatisfaction that the washer failed sooner than she expected and her request for a replacement
Upon receipt of Ms*** complaint we reached out to *** District Store Manager for Store *** to assist with her concerns Ms.*** confirmed that on October 1, Ms*** was contacted and offered an exchange on her washer; and she accepted the offer The same model was no longer available, therefore, an upgraded model was ordered With that being said, since we have provided Ms*** with her desired resolution, we have closed our file
Again, 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 Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Seard replaced the washer
Thank you very much for your help

April 20, ? [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 Duct Cleaning? Upon
receiving Ms[redacted] complaint regarding Sears Duct Cleaning, we contacted the local office for assistanceQuality Control Manager [redacted] confirmed that the second UV light should have been installed at no additional cost, per her previous agreement with Ms[redacted]On April 20, 2017, Ms[redacted] confirmed that the second UV light was installed on April 15, 2017, at no cost to Ms[redacted]? Furthermore, Ms[redacted] confirmed with Ms[redacted] that she was satisfiedWith that said, we ask that this matter be closed? We apologize to Ms[redacted] and we appreciate the opportunity to address this matter.? ? Sincerely, [redacted] Regulatory Complaints Specialist ? ?

April 25, ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL?
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Re:? # [redacted] Lana M[redacted] Dear [redacted] ? We have completed the investigation of MsM[redacted] complaint regarding the delay in repairing her ice makerIt seems that MsM[redacted] was dissatisfied with our appointment availability and scheduling systemWe would like to note that while we attempt to provide appointments that are convenient for our consumers and expedite the time frame when we can, it is not always possibleAfter reviewing MsM[redacted]’s complaint, we contacted our service department to conduct an audit on the merchandise in questionOur records indicate that as of April 23, 2018, the repairs to MsM[redacted]’s ice maker were completedFurthermore, as a courtesy, we did purchase an additional three months of coverage on her behalf for her refrigerator that runs from July 21, through October 21, 2018.? Should MsM[redacted] have any additional questions or concerns, she is welcome to contact me directly at [redacted] or via email at lori.s[redacted]? As such, we have closed our file We apologize to MsM[redacted] and appreciate the opportunity to address this matter.? ? Lori S[redacted] REGULATORY SPECIALIST, Regulatory Complaints Sears Holdings Corporation ? ? ? ? ? ? ? O: [redacted] F: [redacted] ?

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL? ? ? Re: Jennifer *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding a refrigerator purchased from the Albany Sears OutletLeahcim
***, Manager of the Albany Sears Outlet provided the following response: I’m prepared to assist Ms*** regarding her concerns, but we have not had the opportunity to discuss the issue in detailOn November 8, 2016, I provided Ms*** with my cell phone number; to date we have not resolved her concernsThat said, Sears Outlet will assist Ms*** once we can speak with herMs*** has my personal cell phone number as well as the store phone number and can contact me at her convenienceSince we have noted that we are ready and willing to assist Ms***, 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:
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]

July 22, 2017? Nita [redacted]Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL? 60611? 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

December 14, 2015Nita [redacted]Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL? 60611Re:? ??"
Ricky [redacted]Dear Ms[redacted]:We have reviewed Mr[redacted]’s rebuttal complaint to the
previous response provided.We have reviewed Mr[redacted]’s rebuttal, and we do not
find that he has brought any new information to his complaintWe understand
that he remains dissatisfied with his order experience and the type of shipping
that Sears warehouses use in order to ship ordersUnfortunately, 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 grantIn Mr[redacted]’s case we do apologize
that we failed his expectations, but we feel the full refund he has already
received is relative to the circumstances and our decision is final.We appreciate the opportunity to address this
matter.? Please feel free to contact me
if you have any further questions or concerns.Sincerely,Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

January 25, 2016? [redacted]Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL? 60611? [redacted]? [redacted]? [redacted]? We have completed the investigation of [redacted] complaint regarding the bill she was sent for services.? We
would first like to note that the manufacturer’s warranty only covers repairs that are needed due to a defect in material or workmanship; unfortunately they do not cover damage that could have occurred during transport/delivery and for various other things outside the manufacturer’s controlThis means that if the manufacturer does not cover a repair, then we are left billing a consumer if the manufacturer would not cover itThis is what happened in [redacted] case.? With that said, since the merchandise was purchased at an outlet store, it was possible that the damage may have been pre-existingAs such, [redacted] was assisted by our executive level customer support and they arranged to replace the itemHowever, they did not contact our billing offices to notify them that the billing should be waivedWe corrected this oversight and the billing has now been stopped and the charges have been waivedIf [redacted] receives any further correspondence related to this debt dated after January 21, 2016, then she is welcome to contact me direct so that I can assist further on her behalfIn the interim, since we have now ceased billing her, we have closed our file.? We apologize to [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]Team Manager, Regulatory Complaints[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 meHowever I will never do business again with Sears or Sears.com
Sincerely,
Laura S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11023260, and find that this resolution is satisfactory to me
Sincerely,
Catherine [redacted]

July 7, ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re:? #[redacted]??" Stacey and Amy [redacted] ? ? ? ? Dear Ms[redacted]: ? We have completed the investigation of Mrand Mrs[redacted]’s complaint regarding a
recent purchase? ? ? ? District Manager Anthony [redacted] spoke with Mrs[redacted] regarding this issueAlthough we made an offer that we felt was commensurate with the circumstances, Ms[redacted] had already purchased a refrigerator form a competitor and she decided to keep it that way? In light of the aforementioned information, we respectfully ask that this matter be considered closed ? We apologize to Mrs[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

October 17, ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: #[redacted] ??" Scheherazade [redacted] ? Dear Ms[redacted], ? We have completed the investigation of Ms[redacted]’s complaint regarding her dissatisfaction with
the failure of a washer she purchased from Sears Outlet Store ? It is unfortunate that we failed Ms[redacted]’s expectations when she recently purchased a washer from Sears OutletWe 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.? We have received confirmation from Sears Outlet store that Ms[redacted] was assisted with a replacement washer the weekend of August 12, 2017.? Ms[redacted] is welcome to contact her local store if she has any further questions about this issue.? 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[redacted]’s 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 ###-###-#### ###-###-#### Ext[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,
David H[redacted]

Complaint: [redacted]
I am rejecting this response because:I feel like this still did not take care of our problem? Yes, they offered to replace our "junk" fridge that we bought from them but it was too late? Yes, we understood that they would have price adjusted it so we didn't have to spend the extra $at their competitor? However, that would require us to cancel the purchase from their competitor and re-buy the new refrigerator through them, causing more headaches? We were already going on weeks without a refrigerator (and we have kids at home!!) ? Their mangers (not the district manager, he was wonderful and apologized profusely for Scott's behavior) refused to do their job? I was asked why I was complaining too much when I was getting a full refund and not to bring a "Trump convention" in to the store? Reallyis that how a manger is suppose to talk to customers? This is why, we are still upset? Not the fact that we were sold "junk" but the fact that their manager had the audacity to talk to us that way? And now you want the case "closed" just because we did not accept the district mangers offer? ? We feel like that is a slap in the face? There is no apology from Scott aka, the manger who can treat clients like the are low life and/or this corporation?
Sincerely,
Stacey And Amy [redacted]

Initial Business Response /* (1000, 5, 2015/10/08) */
October 8,
[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 the problems he encountered with the replacement of his refrigerator that was deemed non repairable by our service technician
Upon receipt of Mr[redacted] complaint we reviewed the service order and case notes related to his refrigerator Our records indicate that Mr[redacted] purchased the refrigerator at our outlet store on June 6, Our technician and our STAC department (tech support team) deemed the refrigerator non repairable on September 18, The request for an in-warranty replacement was submitted and Mr[redacted] should have been contacted within hours to assist with the exchange We apologize that Mr[redacted] was not contacted and that he was misinformed when he called in to inquire about the replacement that he did not qualify
Since the refrigerator was purchased at an outlet store, the exchange must be processed through the same store We reached out to the[redacted], Store Manager for Outlet Store[redacted] to assist with the exchange On October 8, Ms[redacted] contacted Mr[redacted] and offered to process an exchange on the refrigerator Mr[redacted] agreed to stop by the outlet store to make a selection In the interim, since we have addressed the issue brought forth in Mr[redacted] complaint, we have closed our file
Again, 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
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com

?
Complaint: [redacted]
I am rejecting this response because:my complaint is not that there haven't been repairs made,but that this is the seventh repair since the dryer was purchased.If I had known a replacement warranty was offered,I would definitely have purchased it as it has been apparent from almost the very first that this wasa 'lemon'.the total repairs have totalled over $for a $dryer.Is this good business?I will wait until the next repair to call and be put off by everyone I talk to
Sincerely,
Polly [redacted]

Complaint: [redacted]
I am rejecting this response because: The facts were misstatedThat's the only reasonI was not unable to purchase the item because it was already sold, as the response statesIt is insulting and continues to be frustrating when people do that.What actually happened is that I was unable to purchase the item at 5:45pm when it showed available and my husband was standing in the store looking at itThe salesperson also said it was available, looked in their computer to verify, and said there would be a sold sign on itBecause I could not make the purchase online and the salesclerk could not give him the online price, it THEN sold at 6:09pmYou only have to look at time stamps to see the discrepancy$is a tiny token of goodwill (even if it requires I shop at THEIR store) but in no way "resolves" the dissatisfaction with Sears, their process and the fact that they continue to deny the circumstanceHe also told me this is a problem and often happens but did not state that in the letterI only want Sears to change this system, for example allowing a customer to buy an item in the store for the same online price they see (smartphones make it hard to deny an advertised price!)There is likely nothing else Sears can do at this pointThey cannot go back in time and offer me the product, or more discount for my troubleI had no choice but to go elsewhere and make a purchase, which cost me more moneyYou may close this complaint but I am not satisfiedThank you for your time
Sincerely,
[redacted]