Sears Home Outlets

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to her washer and dryer*** ***
Sears Home Services, Support Advocate provided the following response: On Thursday, February 04, 2016, Sears Home Services dispatched a technician to Mr*** home to address the consumer noted in his complaintThe technician was not able to identify where the dryer noise was coming fromMs*** has agreed to contact me if there are any additional concerns that need to be addressed, I can be reached at ***Since we have noted our response to Mr*** complaint, we ask that this complaint be closed We apologize to Mr***r and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11003600, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** *** Sears addressed my complaint immediatelySteve from customer service was very understanding and helpful in resolving the issue. Like the mail says they sent me a dollar gift card and said they would work to resolve the communication issues.

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a purchase she attempted to make from Sears Outlet*** ***,
manager of the *** *** Sears Outlet, provided the following response: After receiving *** *** complaint and subsequent chat session, I contacted *** *** to discuss her concerns about the website and in store experience*** *** was trying to purchase an oven on *** in order to take advantage of online pricingUnfortunately, *** *** order was never put through or accepted online as the unit showed sold and would not let her add it to her cartIn store sales lead Yesenia assisted in helping *** *** place order the order but could not match the online price During my conversation with *** ***, she informed me that she had purchased another oven from another retailerAs a gesture of good customer service, I offered and *** *** has accepted a $Sears gift card, which can be used at any Sears, Kmart or Sears Outlet locationIf *** *** has any additional concerns, I invite her to contact me at *** At this time, since we have provided our response to *** *** complaint, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Initial Business Response /* (1000, 5, 2015/09/29) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of Mr*** complaint regarding Sears Carry In
Service and repairs to his vacuum
Our records indicate that Mr.*** 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 *** Sears on May 21, 2015, one week after it was dropped offThat said, Sears will not be reimbursing Mr.*** 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.*** is not satisfied with our repair policySince we have noted our response to Mr.*** complaint, we ask that this complaint be closed
We apologize to Mr.*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***
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 ***, 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 /* (4000, 9, 2015/10/05) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of Mr*** 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.*** 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.*** is not satisfied with our repair policySince we have noted our response to Mr.*** complaint, we ask that this complaint remain closed
We apologize to Mr.*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***

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

March 7, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Polly J*** - # *** 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

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding the purchase of a range from Sears Outlet*** ***, Sears Outlet
Sales Manager provided the following response: We have ordered and delivered Mr*** a Kenmore gas slide in rangeThe sales check referencing the range is ***If I can be of any assistance to Mr***, he can reach me at ***That said we ask that this complaint be closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com

Initial Business Response /* (1000, 5, 2015/10/08) */
October 8,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding
his dissatisfaction with the problems he encountered with the replacement of his refrigerator that was deemed non repairable by our service technician
Upon receipt of Mr*** complaint we reviewed the service order and case notes related to his refrigeratorOur records indicate that Mr*** purchased the refrigerator at our outlet store on June 6, Our technician and our STAC department (tech support team) deemed the refrigerator non repairable on September 18, The request for an in-warranty replacement was submitted and Mr*** should have been contacted within hours to assist with the exchangeWe apologize that Mr*** was not contacted and that he was misinformed when he called in to inquire about the replacement that he did not qualify
Since the refrigerator was purchased at an outlet store, the exchange must be processed through the same storeWe reached out to the***, Store Manager for Outlet Store*** to assist with the exchangeOn October 8, Ms*** contacted Mr*** and offered to process an exchange on the refrigeratorMr*** agreed to stop by the outlet store to make a selectionIn the interim, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
John L***

Initial Business Response /* (1000, 17, 2015/10/05) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re:***
Dear Ms***
We have completed the investigation of Mr.*** complaint regarding a washer
purchased from Sears Outlet
It is important to note that Mr.*** complaint regarding a washer purchased from Sears Outlet was received in our office on Monday, October 05, Once reviewed, the complaint was sent to the Sears Outlet in *** for investigationThat said,***, manager of the Sears Outlet in *** informed our office that Mr*** received a refund on September 14, Since we have picked up and refunded Mr*** for the returned washer, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***

Initial Business Response /* (1000, 5, 2015/09/09) */
September 8,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her
recent order
As clarification, anytime a refund of any type is issued, if SYWR points were used to make a purchase, the credit will be issued in points firstThe terms of membership for SYWR clearly state: "Any Points you earn on a Program-Eligible Purchase are deducted from your Points account if you return the merchandise, or cancel the service, comprising that Program Eligible Purchase, even if: (i) you have redeemed those Points prior to the return or cancellation, (ii) some or all of the Points deducted from your account are not related to the Program Eligible Purchase for which such return or cancellation is made, and (iii) the deduction from your Points account results in a negative Points balanceIn the event that the number of Points that could be deducted from your Points account as a result of a return or cancellation exceeds your current Points account balance, Company reserves the right to determine the Redemption Value of the Points shortfall and reduce the amount of your refund or credit for such return or cancellation by such Redemption ValueFor example, this would apply if you purchased an item for $and earned 5,Points, you redeemed those 5,Points on another purchase and then returned the $item you originally purchasedIf you still have more than 5,Points in your account, the Company will deduct 5,Points from your account when you return the $itemBut if you only have 2,Points in your account, the Company will deduct 2,Points from your account and may either (a) deduct the other 2,Points from your account to create a negative account balance of -2,Points or (b) convert the Points shortfall (2,Points) to its Redemption Value (assume it is $2.50) and deduct that amount from your refund, so the amount of your refund upon return is $instead of $100." Despite that fact, we have granted Mr.***s' request as a courtesy and a credit for $was issued to her account todayThis credit should reflect within 3-business daysThe points Ms.*** was given have been removed from her SYWR accountIn light of the aforementioned information, we respectfully ask that this matter be considered closed
Again, we apologize to Ms.*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
***@searshc.com
***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Sears settlement of $ However, I am highly offended by Sears' implication that I do not know how their rewards program works and that I was asking for something more than what I was overcharged Sears advertised a specific price in their on-line advertisement but then overcharged me $when I finalized the on-line transaction Any points I used were based only on the advertised price and were NOT part of the overcharge I only wanted a full refund of the overcharge - not a partial refund and the rest in something of a lesser value Complaints against Sears on the internet reveals that I am not the only one on whom Sears has tried this fraudulent practice I will never make an on-line purchase from Sears again

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

Initial Business Response /* (1000, 9, 2015/07/09) */
July 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - Deborah ***
Dear Ms***,
We have completed the investigation of Ms*** complaint
regarding her part order
Penny Kennedy, Sears Parts Support Specialist, provided the following response:
It is unfortunate that we failed Ms*** expectations and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedTo resolve this matter, we issued a full refund of $on July 6, 2015, for the part she tried to returnMs*** may discard the part if she chooses, rather than sending it backMs*** should expect to receive the credit back to her account within three to five business daysShould Ms*** have any questions, she may contact us directly at (800) 795-In the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 11, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's a fair decisionI only wanted customer satisfactionThat's all

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

March 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her refrigerator It is
regrettable that we failed Ms*** expectations in regard to the refrigerator she purchased from the Sears Outlet store in Melrose Park, ILWe would like to assure Ms*** 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 researching Ms*** purchase, we found that the refrigerator was purchased on November 12, 2016, and delivered on November 16, 2016. While we understand that Ms*** is seeking a replacement or a refund, her purchase is outside Sears’ 30-day Return Policy time frame. Once outside the return policy timeframe, neither a refund nor an exchange is permitted; any performance issues must be addressed through the manufacturer’s warranty by our service department Our records show that the repair to Ms*** refrigerator was completed on March 27, 2017, with the installation of a condenser. Prior to this repair, only one other repair was completed; on January 19, 2017, a Sears technician cleared ice from the evaporator. With that said, since we have documented Ms*** concerns with her refrigerator and we have completed the repair to the unit in accordance with the manufacturer’s warranty, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

November 9, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611Re: *** * *** ***Dear Ms***We have completed the investigation of Mr*** complaint regarding his recent authorization for a replacement.After researching the
complaint filed, we found that Mr
*** had been authorized for a replacement on April 12, While the
request to process the replacement was sent on June 12, 2015, it was not
processedTherefore, we emailed Sears Sellers Orders department to assist with
processing the replacement requestIt appears that the local store processed a
replacement on November 7, 2015, for the new item *** with a delivery date
of November 9, For Mr*** records the new replacement receipt
number is *** We understand that Mr*** has been without his
unit and we would be happy to issue a refund of $for the weeks he
stated he was not able to use the IFIT programFor Mr*** records the
refund receipt number is *** and the check of $will be mailed
within to business daysAdditionally, we have sent an email per his
request to the Service Contracts department regarding his contract to see if
they are able to transfer the remaining warranty over to the new product
Should Mr*** have any questions regarding his contract, he may call them
directly at *** We apologize again for the inconvenience Mr***
experienced with the delay in receiving his replacementWe can assure that his
concerns have been forwarded to management for review so that future problems
of this nature can be avertedAdditionally, we hope that in the future Mr
*** will allow us another opportunity to provide him with a better example of
customer service that we have built our reputation uponIn the interim, since
it is our understanding that delivery was completed today, November 9, 2015, we
respectfully ask to have this matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation

November 17, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** ***
*** *** ***We have completed the investigation of *** *** complaint regarding the repair of her refrigerator.Upon receiving *** ***
complaint, we escalated her concerns to *** ***, District Service Manager. *** *** researched *** *** complaint and found that due to an internal error, the subsequent repair was set up incorrectly. Because of this, we are willing to schedule service and waive the trip/diagnostic fee. If the issue with the refrigerator is with the gasket that was repaired previously, we will cover the repair, however, if the issue is any other part, the parts will be paid by *** ***. That being said, because we have addressed *** *** complaint, we respectfully request 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,*** ***Regulatory Complaints Specialist***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, months of requesting the repair to be done, Sears giving me the run around, and not until I filed the complaint with the Revdex.com, did the issue get resolvedUpon filing the complaint, Sears took an aditional month's to contact me using MsSarah to do soHer promises did not happen I will addBut yes, the washer was finally repairedI would not recommend Sears to anyone after this experience and if this is buisness as usual, no wonder the company is near folding up
Sincerely,
Joe S***