Sears Home Outlets

Initial Business Response /* (1000, 6, 2015/10/01) */
October 1, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]

We have completed the investigation of Mr.[redacted] complaint...

regarding his dissatisfaction with the failure of his refrigerator and his subsequent request for a refund.
We have reviewed Mr.[redacted] issue and feel it is important to clarify that all Sears home appliances carry up to a thirty day refund or exchange period. After that time, the only option that is available is to have the item serviced. In sending a technician to evaluate the failure, we are able to determine whether the item truly has a manufacturing defect that would require repair or replacement. Our return policy is similar to many other retailers and clearly posted online, within our stores and on our receipts. It may also be important to mention that Sears warranties and Protection Agreements do not promise that repair will be completed within a specific period or time-frame, but some Protection Agreements do offer benefits to lessen inconvenience while waiting for a repair. Unfortunately, Mr.[redacted] did not purchase a Sears Protection Agreement that would offer replacement when certain conditions are met. With that having been said, our records indicate that our technician evaluated Mr.[redacted] refrigerator on September 18, 2015, provided instruction for loading the refrigerator that would increase its performance, adjusted the door, and confirmed that the refrigerator was operating to the manufacturer's specifications afterward. Therefore, at this time, we can only apologize for any inconvenience Mr.[redacted] may have experienced. We respectfully ask to have this matter closed, since we have provided services relative and appropriate to the terms of our return policy and the manufacturer's warranty for Mr.[redacted] refrigerator.
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]

December 21, 2015[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  [redacted]Dear Ms. [redacted]We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with his recent experience with Customer...

Solutions.It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted our escalated customer service group, Customer Solutions, for assistance. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint may have exacerbated his frustrations. A review of the notes in the Customer Solutions’ case show that Mr. [redacted] was provided with inaccurate information by the agent in regard to the warranty on his new washer and dryer.  A review of his product information in our service system shows that the new washer and dryer he received on December 17, 2015, carry a one-year manufacturer’s warranty.  We apologize for any misinformation that Mr. [redacted] may have received and he has our assurance that the matter has been forwarded to the agent’s manager to address.  With that said, since we have confirmed that Mr. [redacted] new washer and dryer have a one-year manufacturer’s warranty, we ask that this matter be closed.Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter.  Sincerely,  [redacted]Regulatory Complaints Specialist

Initial Business Response /* (1000, 5, 2015/10/13) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have not fully completed the investigation of Mr. [redacted] complaint regarding...

Sears Delivery Solutions.
[redacted] Sears Delivery Solutions, Service Recovery Specialist provided the following response:
Since receiving Mr. [redacted] complaint on September 30, 2015, I have been unable to speak with him. That said, our records indicate that the washer and dryer noted in Mr. [redacted] complaint were delivered on October 2, 2015. That said, I would like to request that Mr.[redacted] contact me so that we can discuss his desired resolution. Mr.[redacted] can reach me at XXX-XXX-XXXX Ext: XXXXX. Since we have noted that the appliances have been delivered and we have provided our written response asking Mr.[redacted] to call me to discuss his complaint, we ask that this complaint be 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/10/12) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re:[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding a...

refrigerator purchased from the Sears Outlet Corona.
[redacted] Manager of Sears Outlet provided the following response:
After receiving Ms. [redacted] complaint regarding her refrigerator, I reached out to has and identified that the handle was not broken, it just had a missing screw. The missing screw made the handle unable to attach to the refrigerator. That said I have found a screw and the needed hex key needed to fix the handle. I have mailed the aforementioned parts to Ms.[redacted] via [redacted] the package can be tracked using this tracking number 1Z7RXXXXXXXXXXXXXX. Since we have noted the actions taken to resolve Ms. [redacted] concerns, 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 Business Response /* (1000, 17, 2015/10/05) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re:[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr.[redacted] complaint regarding a washer...

purchased from Sears Outlet.
It is important to note that Mr.[redacted] complaint regarding a washer purchased from Sears Outlet was received in our office on Monday, October 05, 2015. Once reviewed, the complaint was sent to the Sears Outlet in [redacted] for investigation. That said,[redacted], manager of the Sears Outlet in [redacted] informed our office that Mr. [redacted] received a refund on September 14, 2015. Since we have picked up and refunded Mr. [redacted] for the returned washer, we ask that this complaint be 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11017018, and find that this resolution is satisfactory to me.
Sincerely,
Margie [redacted]

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a dryer purchased from Sears Outlet. Our records indicate that [redacted] has been...

refunded in full for the purchase of the dryer noted in is complaint. Sales check [redacted] references a credit in the amount of $403.27 processed back to [redacted] card ending in [redacted]. We hope that [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Since we have noted that [redacted] has been refunded, we ask that this complaint be closed. 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] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

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 $1200 for a $300 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]

Initial Business Response /* (1000, 5, 2015/07/22) */
July 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr. [redacted] complaint...

regarding his dissatisfaction that he received a damaged range and the delivery charges he would incur for the exchange.
It is unfortunate that we failed Mr. [redacted] expectations when he recently purchased a new range only to find that it was damaged when the box was opened. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced.
Upon receipt of Mr. [redacted] complaint, we reached out to[redacted] Director of Sales and Operations for Hometown Stores, to assist with Mr. [redacted] concerns. On July 14, 2015 we were informed that the store owner contacted his wife and made arrangements to cover the delivery/installation charges at no cost to Ms.[redacted]. Since we have addressed the issues brought forth in Mr. [redacted] compliant, 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
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The store owner did not reach out to my wife or I. And with him saying he made arrangements about delivery and installation at not cost is false. I picked up the stove on monday july 13th and had my father-in-law install the stove. We also brought back the damaged stove on sunday july 12th around 330ish. The store was not willing to help in anyway and nor has sears.
The only result I want from this now, is a discount on the stove.
Final Business Response /* (4000, 13, 2015/08/19) */
August 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction that he received a damaged range and the delivery charges he would incur for the exchange.
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr. [redacted] expectations. [redacted], District Manager for Store [redacted] confirmed that Mr.[redacted] has been contacted to discuss his concerns regarding the exchange. We apologize for the miscommunication or misunderstanding regarding the delivery and delivery fees on the exchange. Mr.[redacted] stated that he paid $40 for the truck rental to return and pick up the range. For his inconvenience, we offered Mr.[redacted] a $40 credit on the purchase of the range and he accepted the offer. With that being said, since it is our understanding that the credit issued is a resolution that met with his approval, we have closed our file.
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 Claims Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
[redacted]@searshc.com
Final Consumer Response /* (2000, 15, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Still not happy with the service from Sears and will never shop at another one again.

March 15, 2017     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted] [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and request to have the hold released.   It should be noted that obtaining a pre-authorization hold is a practice within the banking industry of authorizing electronic transactions with credit or debit card purchases. It holds this balance as unavailable either until we clear the transaction (complete the processing of the order), or the hold cancels the order. The pre-authorization hold will fall off once an order is canceled or processed for completion. Typically, pre-authorization holds can remain on an account (thus rendering the balance available) anywhere from 1–5 days after the transaction date depending on the bank’s policy. In some cases can this can last as long as thirty days depending on the bank. Therefore, Mr. [redacted] would need to contact his financial institution if he is still showing a pend hold on his account. We hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

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]

Revdex.com:
Not sure whether this helped in anyway, but problem has been solved.
Sincerely,
[redacted]

December 27, 2017     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted] – Joe S[redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. S[redacted] complaint regarding his recent service experience with...

is washer pedestal.   After reviewing the complaint filed, we found that Mr. S[redacted] had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint department. EMS assisted with service and monitored the repair. On December 19, 2017, Mr. S[redacted] confirmed that the repair was completed and the unit is working. Support Specialist Sarah B[redacted] advised that Mr. S[redacted] may reach out to her for any future concerns. Additionally, we hope that in the future Mr. S[redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since repair has been completed, we respectfully ask to have this matter closed.     We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation

March 1, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted] [redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with...

our customer service and the cancellation of her layaway order.   It is unfortunate that we failed Ms. [redacted] expectations when she recently used Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We have reviewed Ms. [redacted] layaway account and revealed that it was cancelled due to non-payment.  In case [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for 8 or 12 weeks from the date the account is opened.  Our records indicate that [redacted] opened her layaway order on November 26, 2015, with a deposit of $0.01 and she was provided a payment schedule instructing her how much to pay and that a payment was due every 14 days.  Our records indicate that [redacted] did not follow this schedule and instead made payments as follows:      Due Date:        11/26/2015      Paid On: 11/26    Amt: $     0.01 Due Date:        12/10/2015      Paid On: 12/15    Amt: $ 160.32 Due Date:        12/24/2015      Paid On: 12/30    Amt: $ 160.32 Due Date:        01/07/2016      Paid On: 01/15    Amt: $ 160.32 Due Date:        01/21/2016      Paid On:              Amt: $    0.00   Therefore, although [redacted] did make payments, most of her payments were completed past the due date of 14 days and her payment made on January 15th was actually due on January 7, 2016, which means that the lapse between payments exceeded our 7 day grace period.  With that having been said, it does not appear that Ms. [redacted] layaway was cancelled until after her next payment date lapsed.  As such, our system cancelled her layaway on March 6, 2016, and a refund of $460.67 was issued to her [redacted] account on the same date.    As clarification, our layaway terms are posted within our stores, on our receipts, and on our website.  A payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened.  At this time, we can only reiterate that we regret any misinformation [redacted] feels she may have received regarding the cancellation of her layaway and would like to assure her that her concerns have been documented for management to review.  We hope that in the future she 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 possible.  We respectfully ask to have this matter closed, since we have provided the appropriate refunds and confirmed that the proper layaway process was followed.   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]

May 22, 2017     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted] [redacted]    Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding the washers she ordered from...

Sears.com mistakenly listed for $49.99.   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 order. If a customer's credit card is charged with a purchase and the order is cancelled, Sears promptly issues a credit to the card. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With 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 retailer. This is why most online merchants have similar terms and conditions.  Most online retailers post similar terms of use, and we stand by our disclaimer. We 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 Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears 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 Sears. Any 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 $54.22 to Ms. [redacted] account on April 27, 2017. 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 matter. Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

August 5, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  #[redacted]– Racinda A. L[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 Ms. L[redacted] on August 15, 2017. In light of the aforementioned information, we have closed our file.   We apologize to Ms. L[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]

Initial Business Response /* (1000, 13, 2015/06/03) */
June 3, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
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 Outlet. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. It may be important to clarify that Sears Outlet Stores are independently owned franchises that may offer items to customers outside of their central delivery area. This was the case with Mr. [redacted]'s order, and as such Sears Outlet retained services from a third party to deliver his refrigerator. While this service is meant to appear seamless to our customers, scheduling is entirely up to the selected third party carrier. With 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 $112.08 was mailed to the address Mr. [redacted] provided with his order. At 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 experienced. Additionally, 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 services. We 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 possible. We 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 matter. Please 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 Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 15, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ok the case is closed

July 22, 2017 Nita [redacted]Revdex.com330 North 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 there. In this case, the offer was a Raise promotion and it was noted that it was only valid for one time use. However, Mr. Funakoshi used the offer several times, and we have given him the points more than once as a courtesy. We cannot continue to do so. As 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 discretion. In 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 made. In 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...

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]

November 24, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]We have completed the investigation of [redacted] complaint
regarding the service she scheduled under a recently purchased Service...

Smart
Agreement (SSA). Our records indicate that our technician found the work
environment in [redacted] home hostile, and as such he terminated the service
call by leaving. Unfortunately, since this is a rare occurrence the technician
did not know how to close out the service call, and the way he did so, made it
appear that services were provided. This meant that when [redacted] canceled her
SSA, she received only a partial refund from what we can tell, rather than a
refund in full. Since she indicated that she would also dispute the charge, at
this point we are unable to issue any refund that might be remaining until we
can verify what status the dispute might be in. This means that we need the
full 16 digit account number that was used to make the purchase. With that we
can verify what was charged and what was refunded, and if any chargeback was
accepted or denied. [redacted] is welcome to email me at [redacted] or call
me at [redacted] to provide that account number; we would note that we do not
need the expiration date or the security code as this is not needed for
research or to provide a refund. In the interim, since we are willing to ensure
she receives a full refund, we will close our file pending her response.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]