Sears Home Outlets

Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ [redacted] We have completed the investigation of [redacted] complaint regarding a refund from the [redacted] Sears [redacted] , Store Manager of the [redacted] Sears provided the following response: Our Customer Solutions group processed [redacted] refund on September 29th, in the form of a bank checkTypically a consumer can expect to receive a bank check within 10/business days of processingThat said, if [redacted] check does not arrive by October 16, 2015, I ask that she contact me at [redacted] Since we have noted that [redacted] bank check was processed and has been mailed to her home, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told this before stating I should received this Oct Which I did notNow your telling me Oct No where In the response does it state the amount of the checkI paid $1,Until I receive my refund this case will remain open Final Business Response / [redacted] (4000, 9, 2015/10/14) */ [redacted] We have completed the investigation of [redacted] rebuttal regarding a refund from the [redacted] Sears [redacted] , Store Manager of the [redacted] Sears provided the following response: A system error prevented [redacted] reimbursement check to be processedThat said we have a cash refund at the store ready for to pick upI ask that [redacted] contact me at the store; I can be reached at [redacted] Since we will be refunding [redacted] in cash, when she comes into the store, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]

[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the purchase of appliances from Sears Outlet and having them serviced*** [redacted] General Manager of the Jacksonville Sears Outlet, provided the following response:I have been in contact with [redacted] regarding the concerns noted in her complaintShe has agreed to send me the information for the repair of dishwasherI will be providing a sales adjustment back to the dishwasher for the cost of the repairAdditionally, we will do the same for the repairs of the rangeIf I can be of any further assistance to the [redacted] I can be reached at [redacted] or via email at [redacted] Since it is my understanding that [redacted] and [redacted] are satisfied with the aforementioned resolution to their complaint, we ask that this complaint be closedWe apologize to [redacted] and [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 SpecialistSears Holdings Corporation [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 don't know where the "disclaimer" is openly seen After reviewing the site again, I still cannot locate the verbiage indicated in their response I also don't agree with the 'timely manner' for cancellation of order I placed the first order on 4/and the second one on 4/ I received email confirmation immediately on both, I received verbal confirmation from the Sears Hometown Appliance Store on 4/21, I received verbal confirmation from the local store on 4/(my name was on the delivery list but no washing machine showed up at the store) and was instructed that it should be delivered the following week since it missed delivery on 4/ Payment for my order was taken out of my account 4/- if they already knew they were cancelling the order in a 'timely manner' why take payment days after order was placed? Payment was not returned to my account until 5/ I didn't receive email notification of cancellation until 4/- days after the delivery date I was given verbally on 4/ This is not an acceptable resolution the issue of advertising and bait and switch tactics On one of my numerous phone calls to the company they offered me the exact same item at a greatly increased price from what was advertised Sincerely, [redacted] ***

April 8, ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re: [redacted] ? Dear Ms [redacted] ? We have completed the investigation of Ms [redacted] rebuttal to our previous response? After receiving Ms [redacted] follconcerns, we contacted the store of purchase for assistance.? [redacted] with Sears Outlet [redacted] responded on April 8, 2017, that he had contacted Ms [redacted] in regard to her concerns with her refrigerator.? Mr [redacted] offered Ms [redacted] an exchange and she is planning to return to the store on April 9, 2017, to re-select.? Since a fair resolution is being provided for Ms [redacted] we ask that this matter be closed? Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter.? ? Sincerely, [redacted] Regulatory Complaints Specialist ? ?

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 / [redacted] (1000, 5, 2015/09/29) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL 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, 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 offThat 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 offWe are sorry Mr[redacted] is not satisfied with our repair policySince 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 matterPlease 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 / [redacted] (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, I asked for an approximate return date and the Sears Repat the store could not give me oneThe vacuum may have been shipped back to the store on May 21, (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 offAs 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 unacceptableI believe that Sears should give me a refund of the purchase price of the vacuum I bought from themI now have a replacement vacuum due to their repair policy and I no longer need the Sears vacuum Final Business Response / [redacted] (4000, 9, 2015/10/05) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL 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 months agoWe also noted that the vacuum was returned to the drop off location on May 21stWe 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 offWe are sorry Mr[redacted] is not satisfied with our repair policySince 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 matterPlease 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 / [redacted] (1000, 10, 2015/10/12) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL 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 screwThe missing screw made the handle unable to attach to the refrigeratorThat said I have found a screw and the needed hex key needed to fix the handleI have mailed the aforementioned parts to Ms[redacted] via [redacted] the package can be tracked using this tracking number 1Z7RXXXXXXXXXXXXXXSince 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 matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] @searshc.com

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL? ? ? Re: Jennifer [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding a refrigerator purchased from the Albany Sears OutletLeahcim [redacted] , Manager of the Albany Sears Outlet provided the following response: I’m prepared to assist Ms [redacted] regarding her concerns, but we have not had the opportunity to discuss the issue in detailOn November 8, 2016, I provided Ms [redacted] with my cell phone number; to date we have not resolved her concernsThat said, Sears Outlet will assist Ms [redacted] once we can speak with herMs [redacted] 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 [redacted] , 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @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]

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] ***

Complaint: [redacted] I am rejecting this response because during one of the service calls I DID, express my concern, verbally, with the technician, that dishes were coming out dirty, and the reason in the first place that I switched soap types was because it was at the suggestion of the technician.We are an elderly couple? We do not need to wash the dishes daily, but wait and store them up until we have a load that will make it worth while? So, in your "day" restriction time, we only washed a few loads, and would not have looked for, or expected the dishes to come out dirty? The product is inferior? The product does not do what it is supposed to do, especially since we paid extra to buy the model with the movable lower wash arm, that was supposed to make the dishes come out nice and clean? It doesn't work? It never did work.If you do not agree to replace this machine, besides the visible and far-reaching Revdex.com complaint, I will let my state and federal reps, and secretaries of state, consumer affairs bureaus know about the way you are avoiding replacing an inferior product? No wonder Sears is in so much trouble? ? Regrettably, Sandi ***

January 19, ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re:? [redacted] ? Dear Ms [redacted] ? We have completed our investigation of Ms [redacted] complaint regarding her refrigerator repair? It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly.? We sincerely apologize for any inconvenience we may have caused Ms***? Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance.? Laura with [redacted] responded that she found the part that was on back-order through another vendor, MCM Electronics.? Laura placed the order, and explained to Ms [redacted] that the part was supposed to ship in five to seven days.? However, it appears that since the part did not ship as expected, our Protection Agreement department authorized Ms [redacted] for a new refrigerator under her Master Protection Agreement? They will be contacting her in the next hours with an authorization amount so she can go to her local Sears to reselect.? In the interim, since Ms [redacted] has been approved for a replacement refrigerator, we ask that this matter be closed? Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter ? ? Sincerely, [redacted] Regulatory Complaints Specialist ? ?

[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: Rebecca [redacted] # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint regarding a snow thrower attachment ordered from Sears Outlet [redacted] , Assistant Manager of the Niles Sears Outlet provided the following response: The Niles Sears Outlet has ordered a replacement Craftsman Dual-Stage Snow Blower Tractor Attachment for Ms [redacted] The replacement item is scheduled to be delivered to Ms [redacted] 's home on November 6, We have provided a copy of the replacement sales check for reviewMoving forward, if I can be of any further assistance to Ms [redacted] , I invite her to contact me at [redacted] Since we have noted that we will be replacing Ms [redacted] 's Craftsman Dual-Stage Snow Blower Tractor Attachment, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/10/13) */ October 12, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL 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, 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 / [redacted] (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

Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Margie ***#Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding a range purchased from Sears OutletChad ***, Sears Outlet Center, District Sales Manager provided the following response: It is unfortunate that we failed Ms***’ expectations when she issues arose with the range she purchased from Sears OutletWe value Ms***’ patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide his with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleUnfortunately we do not have a replacement range to provide to Ms***, therefore we are picking the range up and we will be refunding her in full for her returned purchaseOnce the range has been returned to the warehouse the store will be processing the refundTypically a credit to a credit card will post to the credit card account in 3-business daysSince we have noted that we will be picking up the range and will be refunding Ms***, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com

November 24, [redacted] Revdex.comNorth 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 leavingUnfortunately, 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 providedThis meant that when [redacted] canceled her SSA, she received only a partial refund from what we can tell, rather than a refund in fullSince 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 inThis means that we need the full digit account number that was used to make the purchaseWith 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 refundIn 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]

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 provided there is an exact replacement for the icemaker Sincerely, [redacted] ***

February 14, ? ? [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL? ? Re:? # [redacted] ?" Rebecca R [redacted] ? ? ? ? ? ? ? ? ? Dear Ms [redacted] : ? We have completed the investigation of Ms [redacted] ’s complaint regarding her range? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Our return policy period is days from the date of purchase, not the date of deliveryIt seems our technician may have calculated incorrectly whenever he told Ms [redacted] that she qualified for an exchangeWe apologize for the misunderstandingThat said, we are willing to make an exception and provide a refund once the item is retuned due to the confusionMs [redacted] may use the email address listed below if she wishes to accept? ? ? 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, Tammie [redacted] Specialist, Regulatory Complaints Email: Tammie[redacted] @searshc.com

Complaint: [redacted] I am rejecting this response because: I feel as though Sears is disregarding that they have a poor way of handling the needs of the customer in this type of situationI was not prepared for a brand new refrigerator to break down and for it to take weeks for repairsNot only did I loss food but, I had to eat out or buy other non-perishable food items for a family of over a course of a week periodI was also inconvenienced by either having to take off of my job or having someone else to be at my home for the repair service on different datesSo, the apology and the $offer is not satisfactoryYou all did nothing to expedite getting the parts in, repairing the refrigerator in a timely manner or offering a loaner refrigerator or a replacementWhat if I had to keep medications refrigerated??? Do you honestly think you are fairly compensating me for my time, money, and inconvenience when you all are a multi million dollar company that's selling faulty appliances? I would accept no less than $for compensation Sincerely, [redacted]