Sears Home Outlets

Complaint: [redacted]
I am rejecting this response because:The terms (IF ANY) are on a TOTALLY DIFFERENT WEBSITE.  The affiliate links have no "DETAILS" link to read terms on THE WEBSITE I LOGGED ON.  The customer rep wants me to go to a TOTALLY DIFFERENT WEBSITE to read the terms of the offer since NO "DETAILS/TERMS" link are shown on the banner or offers.     ALSO, the company keep on sending out offers with these promises of cash back/points back.   anyone can go to the site RIGHT NOW and see these links.  with no "special offers" a 3% back in points is "offered" RIGHT NOW.   Which is not true. The company would be better off linking any "TERMS/DISCLAIMERS" ON THE BANNER or offer.   NOT EXPECTING a consumer to go to a TOTALLY DIFFERENT URL/Website to "hunt" for terms  of another website/url.  
Sincerely,
Kev [redacted]

Initial Business Response /* (1000, 8, 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 Ms. [redacted]'s complaint regarding her...

dissatisfaction with the time frame for delivery of a GE over the range microwave oven she purchased from Sears Outlet online.
It is unfortunate that we failed Ms. [redacted]'s expectations when she recently placed an order with Sears Outlet. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her 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 Ms. [redacted]'s order, and as such Sears Outlet retained services from a third party to deliver her oven. While this service is meant to appear seamless to our customers, there are times that it may not be completed as quickly as we or our customers would like, since scheduling is entirely up to the selected third party carrier. With that having been said, [redacted] contacted Ms. [redacted] on May 23, 2015, to inform her that Sears Outlet was unable to ship the microwave oven to her. As an apology, he offered Ms. [redacted] a credit of $100.00 to the account she used to place her order. Ms. [redacted] accepted the offer and indicated that it met with her approval. At this time, we can only apologize for any inconvenience she may have experienced. We hope that 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 noted Ms. [redacted]'s comments and an equitable 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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - Karen P [redacted]

Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding...

her dissatisfaction that the range failed after the installation was completed and her request for reimbursement of the installation charges.
On July 13, 2015 Melissa [redacted] Manager of Sales and Operations of Hometown Stores, provided the following response:
The owner has reached out to this customer and has taken care of the installation of the range. They are making the necessary arrangements to credit the customer once installed.
We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. Since we have addressed the concerns brought forth in Ms. [redacted]s complaint, we have closed our file.
Again, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted]com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 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 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 concerns. While 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 needed. Ms. [redacted] was upset stating she couldn't continue taking days off she was going to look into going to another service provider. The 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 parts. Ms. [redacted] did not want to pre pay for the part and have them ordered and installed at a later date. Ms. [redacted] wanted the part to be installed the same day; this is not how Sears addresses our customer service calls that are paying cash. We do not order parts unless they are paid for in advance. If Ms. [redacted] is still in need of assistance, she can reach me at[redacted]XX-XXXX. Since 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 /* (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.com. It's too bad that they have to be publicly displayed before they will do the right thing for their customers. I called customer service 5 times and they could not assist so I found a non-sears service technician who fixed the problem in one vist, not 3 visits as Sears claimed it needed. One visit to see the problem, another visit to order the correct parts and a 3rd visit to install. I dont have enough days to take off from work to get one tube fixed.

December 16, 2016     [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 our customer...

service and non-receipt of a refund for a kmart.com order.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Kmart. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, a refund of $10.22 was issued to Mr. [redacted] Visa account ending in 1605 on December 15, 2016.  Mr. M[redacted] is welcome to reply to this letter 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]

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611   Re:  [redacted] - [redacted]   Dear Ms. [redacted]:   We have not fully completed our investigation of Ms. Scott’s complaint regarding her Kenmore range.   We are...

currently researching the issue and are in contact with Ms. [redacted] directly. We will be setting service with a senior service tech to address the range and the fact that it is not baking at the 550 degrees as advertised.   With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted.  If Mr. Norris’ 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,   [redacted] L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted].L.[redacted]@searshc.com

Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611     Re: Trang [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding an order placed via www.searsoutlet.com. Jason [redacted], manager of the [redacted]...

Sears Outlet, provided the following response: We have identified a replacement refrigerator which has been ordered and is scheduled to be delivered to Mr. [redacted]’s home on September 8, 2016. If there are any outstanding concerns that need to be addressed, I ask that Mr. [redacted] contact me at the store at [redacted] and I will assist. Although Mr. [redacted] would prefer us to keep his case open until his delivery has been completed, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Mr. [redacted] has our written commitment to assist with any concerns, so we feel that keeping this case open during the interim is unwarranted. We respectfully ask that this matter remain 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

[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 [redacted], a lease to own plan offered by Sears Outlet Stores. [redacted]...

[redacted] Director of Service from [redacted] provided the following response:   Ms. [redacted] emailed [redacted] Service stating that she was notified by Sears that the payment method that she was attempting to use to process her lease was unsuccessful.  [redacted] then contacted Sears via email to confirm that the order had been canceled on Sears’ end as [redacted] was showing an active lease. Ms. [redacted] connected with [redacted] Service on November 25th for a status update and was advised that we were still waiting on a response from Sears to verify that the lease was canceled; she was advised that a refund would be processed in 5-7 business days based on the response time from the Sears. [redacted] has now received the needed confirmation from Sears Outlet and v Ms. [redacted] lease has been cancelled and a refund has been issued. That said 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]

January 28, 2016     [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611   [redacted]  [redacted]   Dear [redacted]   We have been unable to complete the investigation of Mr. [redacted] complaint regarding Sears Home...

Services. First, we would like to apologize to Mr. C[redacted] for failing his expectations in regard to the repair of his washer.  Since receiving Mr. [redacted] complaint on January 20, 2016, several attempts have been made to contact him to discuss his concerns.  [redacted] with unit [redacted] left several messages and sent an email asking for a call back, but has not received a response to date. We value Mr. [redacted] patronage and are very anxious to address the issues brought forth in his complaint; therefore, we ask that he call Ms. G[redacted] at ([redacted] at his convenience if he requires further assistance.     As to Mr. [redacted] request for a full refund of his Master Protection Agreement (MPA); we are unable to honor that request.  Besides the fact that Mr. C[redacted] has received service under the MPA valued at more than the purchase price of the contract, he is outside the timeframe during which a full refund could be provided. We have included the portion of the MPA pertaining to refunds, so Mr. C[redacted] can review the information.   “If this Agreement is cancelled by you or us: - During any time within the full manufacturer’s warranty period (parts & labor) you will receive a 100% refund of the total price paid for this Agreement. - During the first sixty (60) days of the term you will receive a 100% refund of the total price paid for this Agreement. - After the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.”   Since Mr. [redacted] MPA was purchased nearly four years ago and will expire in less than a month, canceling the contract would not generate any refund.  With that said, since we have made a concerted effort to contact Mr. C[redacted] and explained why a refund of his MPA is not possible, we ask that this matter be closed.         Again, we apologize to Mr. C[redacted] and appreciate the opportunity to address this matter.  Sincerely, [redacted] Regulatory Complaints Specialist

Initial Business Response /* (1000, 5, 2015/05/20) */

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Gabriel [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the in store...

exchange of his battery operated drill.
Randy [redacted], Manager of the Sears Hardware Store in Batavia, provided the following response:
It is important to note that Mr. [redacted] purchased a Sears Protection Agreement to cover the drill and battery in the event it needs to be serviced or replaced. That said, Mr. [redacted] has been advised that the proper process is to contact the Protection Agreement Department, follow their instructions and they will send a gift card to him so he can replace his merchandise. Mr. [redacted] continues to request exchanges at the store level without following the proper procedure. Moving forward, we will enforce the policy and will not be exchanging items that do not qualify for replacement. Additionally, we would like to note that we request Mr. [redacted] refrain from using colorful language when in the store as other shoppers may find this offensive. Since we have noted our response to Mr. [redacted]'s 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]

Initial Business Response /* (1000, 5, 2015/09/29) */

[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 Sears Carry In...

Service and repairs to his vacuum.
Our records indicate that Mr.[redacted] dropped off his Kenmore Vacuum for repair on May 14, 2015. The unit was sent to our repair facility for repair and a new cable was installed and the unit was shipped back to [redacted] Sears on May 21, 2015, one week after it was dropped off. That said, Sears will not be reimbursing Mr.[redacted] for the cost of the vacuum cleaner as the unit was returned and ready for pick up one week after it was dropped off. We are sorry Mr.[redacted] is not satisfied with our repair policy. Since we have noted our response to Mr.[redacted] 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 /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My receipt shows that I actually dropped off the vacuum for repair at the Sears [redacted], CA store on May 12, 2015. I asked for an approximate return date and the Sears Rep. at the store could not give me one. The vacuum may have been shipped back to the store on May 21, 2015 (9 days after I dropped it off) but I did not receive a call from Sears that it was ready until May 26, 2015, two full weeks after I dropped it off. As I stated previously I needed a vacuum after one week and I had no idea when the Sears vacuum would be returned, so I purchased a vacuum from another retailer.
This Sears repair policy of shipping small appliances OUT OF STATE for repair with no indication of when they will be returned is inappropriate and unacceptable. I believe that Sears should give me a refund of the purchase price of the vacuum I bought from them. I now have a replacement vacuum due to their repair policy and I no longer need the Sears vacuum.
Final Business Response /* (4000, 9, 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] rebuttal regarding Sears Carry In Service and repairs to his vacuum.
Sears stance on this issue remains unchanged, as noted in our initial correspondence, this issue occurred in May, some 5 months ago. We also noted that the vacuum was returned to the drop off location on May 21st. We reiterate that Sears will not be reimbursing Mr.[redacted] for the cost of the vacuum cleaner as the unit was returned and ready for pick up one week after it was dropped off. We are sorry Mr.[redacted] is not satisfied with our repair policy. Since we have noted our response to Mr.[redacted] complaint, we ask that this complaint remain 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 Business Response /* (1000, 10, 2015/06/05) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
June 5, 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 online order.
[redacted] Assistant Store Manager for Outlet Unit [redacted] provided the following response:
It is unfortunate that we failed Mr. [redacted]'s expectations as we value his patronage. We can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We 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 averted. With that said we were able to process a refund on June 4, 2015, for $397.27 under return receipt number XXXXXXXXXXXX. Additionally, 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 upon. Should Mr. [redacted] have any questions or concerns, he may contact us directly at (XXX) XXX-XXXX. In the interim, we have noted Mr. [redacted]'s 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
Initial Consumer Rebuttal /* (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 2 months for them to do so. I will never shop at Sears for as long as I live. Customer service shouldn't be something done only when a complaint is filed, it should be the #1 expectation of all employees everyday. I can shop at [redacted] or [redacted] places that take customer service seriously and demonstrate it daily. My refund was not processed until I got the Washington Attorney General involved, nice customer service Sears.

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]  Sears addressed my complaint immediately. Steve from customer service was very understanding and helpful in resolving the issue.  Like the mail says they sent me a 60 dollar gift card and said they would work to resolve the communication issues.

Initial Business Response /* (1000, 5, 2015/04/22) */
April 22, 2015
[redacted]
[redacted]

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

non-receipt of a refund for her cancelled layaway.
It is unfortunate that we failed [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 can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that [redacted] opened her layaway order at an independently owned and operated Sears Hometown Store. It was for this reason that our customer service associates directed her to return or contact the store for assistance. We have confirmed that due to the amount of [redacted] refund, she was provided with a check on April 18, 2015.
At this time, we can only reiterate that we regret any inconvenience [redacted] may have experienced. We hope that in the future she will allow us another opportunity to provide her with a more satisfactory 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 [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.
[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 8, 2015/10/13) */
October 12, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
We have completed the investigation of Ms. [redacted] complaint...

regarding her dissatisfaction that the washer failed sooner than she expected and her request for a replacement.
Upon receipt of Ms. [redacted] complaint we reached out to [redacted] District Store Manager for Store [redacted] to assist with her concerns. Ms.[redacted] confirmed that on October 1, 2015 Ms. [redacted] 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. [redacted] with her desired resolution, we have closed our file.
Again, 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 Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@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.

Initial Business Response /* (1000, 7, 2015/09/04) */
September 4, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]

Dear Ms. [redacted]
We have not fully completed our investigation of Ms. [redacted]'s...

complaint regarding her service experience.
We apologize for the delay in responding to this complaint. After installing the cooktop on August 25, 2015 our service technician found that he needed additional parts to complete the service and these were emergency ordered. Once they came in we set up the service for September 3, 2015 and as requested by Ms. [redacted] we locked in that service as the first one of the day with two service technicians. We confirmed the service date and time with Ms. [redacted] on September 2nd in the evening. Unfortunately when our service technicians arrived at 8:38am on September 3rd no one answered the door or the phone. Despite multiple attempts by our service technicians to contact Ms. [redacted] they left and tagged on the door with our "we were here" form. When our service unit contacted Ms. [redacted] later in the day she stated she had slept through the service time.
At this time we are waiting to set another service appointment to complete the repairs and will try to accommodate her schedule.
We apologize again 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
[redacted]

Initial Business Response /* (1000, 7, 2015/07/16) */
July 16, 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] 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 longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer. We reviewed the service order notes on the refrigerator that Mr. [redacted] purchased from our Sears Outlet store on October 19, 2014. Our records indicate that Mr. [redacted] called us for service on November 26, 2014 and reported that the refrigerator was running too long. On November 29, 2015, our technician performed a thorough inspection and found there was nothing wrong with the refrigerator. The technician did inform Mr. [redacted] that the room temperature was too cold and it would affect the how the refrigerator functions. Mr. [redacted] did not call again until February 9, 2015 and reported the same issue. On February 14, 2015 our technician again inspected the refrigerator and determined that it was working as designed. The technician noted that the room temperature where the refrigerator is located is below 60 degrees. We 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, 2015 Mr. [redacted] reported that the refrigerator was not cooling. Our 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 well. On June 5, 2015 our technician installed the compressor and the dryer assembly. The refrigerator appeared to be working and repair was completed. On June 7, 2015 Mr. [redacted] reported that the refrigerator was still not cooling. On June 20, 2015 our technician contacted STAC (our tech support line) and requested assistance with the diagnosis. After an extensive diagnosis and pressure testing, it was determined that the information indicated that there is a possible leak. The technician was instructed to flush the lines to isolate the leak which could take a few hours. Due to time constraints, the technician had to reschedule another appointment to perform this task. Service was rescheduled for July 2, 2015 to flush the lines and determine if we would be able to repair the leak or deem the refrigerator non repairable. We 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 point. According to our records, on July 2, 2015 we attempted to contact Mr. [redacted] regarding the service appointment, but he was not home. [redacted], Support Specialist for Unit [redacted], made several attempts to contact Mr. [redacted] to reschedule the service appointment. On July 7, 2015, Ms.[redacted] spoke with Mr. [redacted] and he stated that he was unaware of the appointment that an appointment had been scheduled. She 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 refrigerator. On July 16, District Store Manager[redacted] reached out to Mr. [redacted] to discuss his concerns. For customer satisfaction, Manager [redacted] offered to exchange the refrigerator. Mr. [redacted] declined the offer and stated that he had filed paperwork for small claims court. The only thing he would settle for is a new fridge and a $2500 cashier's check for all his troubles. We feel our offer is more than reasonable considering that Mr. [redacted] only paid $1060.00 plus shipping for the refrigerator. Mr. [redacted] may contact Regulatory Complaint Specialist[redacted] within 15 days from the date of this letter if he would like to accept our offer to exchange the refrigerator. Since 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 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, 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 matter. Unfortunately, Sears is misrepresenting the facts and continues attempts to mask negligence and malfeasance. Sears must not be permitted to treat honest customers in such a poor manner. Sears 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 properly. No one ever attempted to ascertain whether or not the appliance could be faulty. No meaningful diagnostics were performed. No 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, 2015. I did not request it. I did not approve it. I did not know about it. At the appropriate time and through official records, I can prove I was not even in my home state. This 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 leak. The reality of the matter is that service call number six (6) was a double header, with the technician showing up at 0800 hours local time at the beginning of his shift... And again at the end of his shift, staying until somewhere past 1830 hours that evening. This 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 26.75 hours waiting for and monitoring Sears technicians. This 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 appliance. By the next morning, everything inside the refrigerator was covered in a heavy condensation. By that afternoon, everything inside was effectively at room temperature, with puddles of water everywhere. To be clear, the capacity for the appliance to successfully "refrigerate" went from poor (day one through service call number five) to nonexistent. Again, I wish to clearly articulate that I possess a very technical educational background. This service tech clearly knew what he was doing; and worked virtually nonstop for 6.5 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 2014.
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 appliance. They 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 appliance. The request was refused in both instances. During 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 appliance. I 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 /* (4000, 15, 2015/08/26) */
August 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
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 2014 and again in February 2015, he reported that the refrigerator was running to long. On both service visits our technicians determined that the refrigerator was operating as designed. We 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 model. The technician reported his finding to STAC (technical support) and it was determined that the Whirlpool model can be used for testing purposes. The technician ordered the correct dryer model was installed it. The other technicians confirmed that they did not find any unauthorized parts installed.
On June 20, 2015 the last technician that service the refrigerator was instructed by STAC to flush the lines to isolate a leak. Due to time constraints, the technician had to reschedule another appointment to perform this task. As clarification, when a technician reschedules a return visit, he will automatically set it for the first date available in our system. We apologize if our technician failed to inform Mr. [redacted] that he had rescheduled to return on July 2, 2015. Regrettably as Mr. [redacted] stated in his rebuttal response, he was unaware of the appointment and was out of town during that time period. Since we were not able to reach Mr. [redacted], the appointment was cancelled. On July 7, 2015 [redacted], Support Specialist, spoke with Mr. [redacted] and he stated that he was unaware of the appointment that an appointment had been scheduled. She 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 concerns. For customer satisfaction, Manager [redacted] offered to exchange the refrigerator. Mr. [redacted] declined the offer and stated that he had filed paperwork for small claims court. The only thing he would settle for is a new fridge and a $2500 cashier's check for all his troubles. We feel our offer is more than reasonable considering that Mr. [redacted] only paid $1060.00 plus shipping for the refrigerator. Mr. [redacted] may contact Regulatory Complaint Specialist[redacted] within 15 days from the date of this letter if he would like to accept our offer to exchange the refrigerator. In the interim, we respectfully request this matter 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
XXX-XXX-XXXX
[redacted]@searshc.com

Initial Business Response /* (1000, 5, 2015/05/27) */

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

purchased from the Sears Outlet.
[redacted] manager of the Sears Outlet in [redacted] needs to speak with Mr. [redacted] regarding his washer. Once they are able to discuss Mr. [redacted]'s concerns, we will be able to resolve the complaint. That said, we ask that Mr. [redacted] contact Ms. [redacted] at (XXX)XXX-XXXX. We will provide an additional update once the issue has been resolved.
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]@searshc.com

Initial Business Response /* (1000, 5, 2015/08/13) */

[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 purchase...

made at the Sears Outlet Store in[redacted].
[redacted], manager of the[redacted] Sears Outlet provided the following response:
Since receiving Mr. [redacted] complaint, I have been in contact with him in order to resolve his complaint. With that said, it has been agreed that Sears Outlet would be processing a refund of $270.00 back to Mr. [redacted] card. Typically a consumer can expect to receive a refund to a credit card within 3-5 days of processing. Additionally, we will be providing Mr. [redacted] with a 5 year protection agreement. Moving forward, I will be Mr. [redacted] point of contact and if needed, he can reach me at 513/XXX-XXXX. That said, we ask that this complaint be closed.
We apologize to and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

December 7, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: 10948661 – Ricky [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s
complaint regarding his recent online order experience and the type of shipping
that was...

selected for his order.It is unfortunate that we failed Mr. [redacted]’s
expectations when he spoke with Sears customer service. We can understand how
the series of events detailed in his complaint has caused him to lose faith in
Sears. We regret that this incident occurred, and we can assure that his
concerns have been forwarded to management for review so that future problems
of this nature can be averted. We sent an email correspondence on November 27,
2015, explaining that according to UPS the order was in transit to UPS on
November 10, 2015. It departed from Hodgkins IL and arrived in Houston on
November 13, 2015 at 2:52 pm as the website had estimated. However, UPS did not
deliver the order to Sears until November 16, 2015. We advised that our records
show Sears Online offered Mr. [redacted] a 10% discount on his next order. Additionally,
a full refund has been issued back to his PayPal account as of November 22,
2015. Mr. [redacted] responded to our email with additional information therefore
we reached out to our online group to find out more information about the
shipping that was used. We received a response today with clarification for this
particular type of order which was merchandise that is not available at the
store but is available from our warehouse. It is standard for the warehouses
use UPS ground to ship these items to a store as there is not an option to
expedite shipping for these items. With that said, we have noted Mr. [redacted]’s
dissatisfaction with the shipping process. In the interim, since a full refund
has been provided, 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 [redacted]Regulatory Complaint SpecialistSears Holdings Corporation