Sears Home Outlets

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** ***
*** *** *** We have completed the investigation of *** *** complaint regarding a dryer purchased from Sears Outlet Our records indicate that *** *** has been
refunded in full for the purchase of the dryer noted in is complaintSales check *** references a credit in the amount of $processed back to *** *** *** card ending in ***We hope that *** *** will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleSince we have noted that *** *** has been refunded, 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Initial Business Response /* (1000, 6, 2015/10/07) */
October 7,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr.*** complaint
regarding his dissatisfaction with our customer service and failure to provide a warranty replacement for his DieHard battery charger
It is unfortunate that we failed Mr.*** expectations when he recently requested assistance form Sears HardwareWe value Mr.*** patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr.*** that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action,***, Senior District Service Manager for Sears Hardware Store number *** contacted Mr.*** on October 7, 2015, to discuss his concerns At that time, Mr.*** invited Mr.*** to return to Sears Hardware Store and speak with Store Manager *** to receive a replacement battery charger at no cost Mr.*** indicated that he was satisfied with this offer and would return within a few days At this time, we can only reiterate that we truly regret any misinformation or inconvenience he may have experienced We respectfully ask to have this matter closed in the interim, since we have noted Mr.*** comments and the requested resolution has been proposed
We 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
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX

November 10, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** ***We have completed our investigation of *** *** complaint regarding his dryer.Our research shows that there has been one service repair for
*** *** dryerOn June a Lint Filter was ordered for *** *** and according to the technician notes the filter was installed by *** *** *** *** states in his complaint that replacing the lint filter did not fix his issue but *** *** never contacted Sears to inform us that the recommended part did not fix his issueWe would expect our customer’s to inform Sears when a repair does not fix an appliance and wia reasonable time or at least withe first days after a repair was completedThis service was done in 2011, it is now this would mean that *** *** has been experiencing an issue with his dryer for four years now without ever contacting Sears to address it*** *** is correct that at this time there is a Service Flash covering the actions and potential parts to address clothes catching onto the lint filter and there are three parts that may be neededThese parts are: ***, Filter Housing; *** the Filter Guide and *** the Lint FilterThis service flash came out on April 5, 2012, ten month after his serviceWith no records confirming that *** *** has been experiencing the same issue for the last four years we do not feel that *** *** request to cover the parts and labor for this service is fairThat being said we spoke with *** *** and offered to provide him with a gift card in the amount of $to order the three parts that are listed to address the issue he alleges he is experiencing*** *** could then use which ever service provider he chooses to install the partsSince *** *** accepted this resolution, we have closed our case We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.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,
Lana M***

November 24, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** *** 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 *** *** 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 *** *** 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*** *** is welcome to email me at *** or call
me at *** 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 *** *** and appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***

April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the
availability of a water filter for her refrigerator and alleged non-receipt of a refund It is unfortunate that we failed *** *** expectations when she recently attempted to purchase a refrigerator filter from Sears We value *** *** patronage and can understand her frustration with the events detailed in her complaintWe 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 averted. With that having been said, our records indicate that a refund was issue to *** *** on April 3, 2016. At this time, we can only reiterate that we regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted *** *** 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, *** *** Regulatory Complaint Specialist *** *** ***

February 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and failure to redeliver a refrigerator she purchased on sears.com It is unfortunate that we failed Ms*** expectations when she recently purchased a refrigerator on sears.comWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review. With that having been said, Sears was unable to deliver the refrigerator because it would not have fit through the entry of Ms*** home without causing damage to the entryway. It was for this reason that her order was cancelled. Ms*** was advised that she would need to select a different refrigerator and asked for the dimensions of her entryway and the space for the refrigerator. Our records indicate that Ms*** did not accept this information or our offer to assist her and instead completed a new order for the same refrigerator, which is expected to become available for delivery by March 14, 2016. It should be noted that the replacement order may also be cancelled if a delivery attempt is made and Ms*** has not made some sort of accommodation or arrangement that will allow the refrigerator to fit through her doorway. At this time, we can only reiterate that we do regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Ms*** comments and no further resolution can be offered 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, *** *** Regulatory Complaint Specialist *** *** *** ***

Initial Business Response /* (1000, 8, 2015/06/05) */
June 5,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: # *** - *** ***
Dear Ms***
We have completed our investigation of Ms***'s complaint regarding her
Kitchen-Aid Range
Upon receipt of Ms***'s complaint we reached out to our service unit for assistanceIt is important to note that at the onset of Ms***'s problems with her range she was still under the manufactures warranty which takes precedent over any additional service coverage they had purchasedThat being said when our Sears technician went out to service the range on May 26, it was obvious that another service company had stared repairs but had not completed themMr*** informed our service technician that his manufacture warranty had ended therefore he contact Sears to complete repairs under his Master Protection Agreement
I'd like to take a moment to point out that when a consumer is experiencing problems with an appliance while under a warranty, manufactures or not the dates of coverage "freeze" for lack of a better wordMeaning if your warrantied appliance breaks down on January 1st and the warranty ends on January 5th as long as the warranty company is notified and service is set on or before the warranty expiration date then the appliance is covered until the issue is fixed, even if it takes until February to complete the repairsTherefore Mr*** should have continued with Kitchen-Aid repairAs it appeared that Mr*** was having difficulty with Kitchen-Aid completing repairs and Mr*** did have a MPA for the range the service technician ordered parts to complete the repairsWhen we returned on June 3, to install the ordered parts, Mr*** informed our technician that the range was being replaced by Kitchen AidWe confirmed with Mr*** that Kitchen Aid was replacing the range and his new range is expected by June 19, Since Kitchen Aid is replacing The ***'s range we have closed our case
We apologize to The ***'s on behalf of Sears Holdings Corporation and 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Kitchen Aid installed a brand new range on Thursday, June 11, and it already works much better than our first range did when we got itThank you, Sears, for your attention to this matterThank you for helping us when Kitchen Aid would not

Initial Business Response /* (1000, 5, 2015/08/17) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding Sears Home
Services and repairs to her refrigerator
Our records indicate that Ms*** refrigerator has been deemed non-repairable due to a shorted/grounded wire within the cabinetThat said, per the Sears Service Smart Agreement (SSA) Ms.*** purchased, she has been provided with a $store credit to be used to replace her refrigerator, the maximum allowance for her agreementAll Ms.*** would need to do is go to her local Sears and advise her sales associate that she has a store credit which can be found noted under her phone number ending in*** We have also processed a $food loss reimbursement check which she should receive within the next 10-daysSince we have noted the $store credit and $food loss reimbursement, we ask that this complaint be closed
We apologize to Ms.*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
first of all , I want to thank you for your help in resolving this problem,because I was getting nowhere with sears before you stepped inwithin days I got a call from them stating that they were sending someone out that Friday and at that time they deemed my ref/freezer not repairableI did get the $towards a new ref/freezer and have purchased a new one it was delivered on Saturday 8/22/the only problem I have is the plastic bins in the side door was cracked, I called sears as soon as I discovered as I was cleaning it outwell within the hours to report ant problemsI spoke to customer re named *** who asked if I would keep it and that were going to issue me a $ card and I should receive within to hours via my e-mail that was Saturday 8/22/as of yet I have not received itwith regards to the $check for food, they did give me a case number and told me to if I didn't get it within days to give them a call so I'm still waiting on that .I pray that none of the above becomes another issueagain you have been most helpful to me in getting my problem taken care , something I couldn't do on my own
great service
*** ***

*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: Rebecca *** #***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding a snow thrower attachment ordered from Sears Outlet
*** ***, 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***The replacement item is scheduled to be delivered to Ms***'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***, I invite her to contact me at ***Since we have noted that we will be replacing Ms***'s Craftsman Dual-Stage Snow Blower Tractor Attachment, we ask that this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation***

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,
*** ***

Initial Business Response /* (1000, 10, 2015/10/12) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re:***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding a
refrigerator purchased from the Sears Outlet Corona
*** Manager of Sears Outlet provided the following response:
After receiving Ms*** 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.*** via *** the package can be tracked using this tracking number 1Z7RXXXXXXXXXXXXXXSince we have noted the actions taken to resolve Ms*** concerns, we ask that this complaint be closed
We apologize to Ms.*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com

December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** David H***
Dear Ms*** We have completed the investigation of MrH*** complaint regarding his refrigerator We have spoken with MrH*** regarding this issue and a replacement refrigerator was provided As such, we have closed our file We apologize to MrH*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Specialist, Regulatory Complaints Email: Tammie.S***

January 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of MsM*** complaint regarding her online order and request for
the order to be cancelled It is unfortunate that we failed MsM*** expectations and we can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in the order we found that Sears Online processed a refund on December 30, 2015, for $back to her *** account ending in ***Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 6, 2015/10/07) */
October 7,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr.*** complaint
regarding his dissatisfaction with our customer service and failure to provide a warranty replacement for his DieHard battery charger
It is unfortunate that we failed Mr.*** expectations when he recently requested assistance form Sears HardwareWe value Mr.*** patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr.*** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action,***, Senior District Service Manager for Sears Hardware Store number *** contacted Mr.*** on October 7, 2015, to discuss his concernsAt that time, Mr.*** invited Mr.*** to return to Sears Hardware Store and speak with Store Manager *** to receive a replacement battery charger at no costMr.*** indicated that he was satisfied with this offer and would return within a few daysAt this time, we can only reiterate that we truly regret any misinformation or inconvenience he may have experiencedWe respectfully ask to have this matter closed in the interim, since we have noted Mr.*** comments and the requested resolution has been proposed
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
XXX-XXX-XXXX
X-XXX-XXX-XXXX ExtXXXXX

Initial Business Response /* (1000, 5, 2015/06/22) */
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** #XXXXXXX
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding her
refrigerator
We feel it is important to refer Ms*** to her Use and Care Guide provided to her when she took possession of her refrigerator, specifically page which notes her warrantyThe refrigerator was provided with a one year parts and labor warranty, which means after the first year of ownership, Ms*** is financially responsible for any repairs to her refrigeratorAs a one-time gesture of good customer service we have provided Ms*** with an additional days to her warranty so any repairs can be completedThe aforementioned extension will now expire July 12, We recommend Ms*** contact Sears Home Services at XXX-XXX-XXXX to schedule service accordinglySince we have noted the actions taken to ensure Ms***'s satisfaction, we ask that this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com

Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: Melissa *** #
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding a refrigerator purchased from Sears
James ***, Brand Central Manager
from the Burnsville Sears store provided the following response:
Sears item #references a Kenmore cubic foot top freezer refrigerator with an internal water dispenser, the finish is stainless steelWe are replacing the damaged black refrigerator with one with stainless steel doorsMs*** wants us to take the front doors off of the stainless fridge and put them on the black fridge and let her keep the custom looking fridge that has the stainless front and black sidesWhen Ms*** was in the store this was explained to her and it was our understanding that she understood that the stainless steel only comes with grey cases and black fridges comes with black bodies but she wants us to take two fridges and swap the parts to make a custom fridge, we will not be doing thisAdditionally, our records indicate that on October 13, at 11:57am, Ms*** was provided with 160,Shop Your Way Reward pointsThe new refrigerator is scheduled to be delivered to Ms*** on November 7, At this time, since we have noted our response to Ms***'s complaint, we ask that this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com

April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the
availability of a water filter for her refrigerator and alleged non-receipt of a refund It is unfortunate that we failed *** *** expectations when she recently attempted to purchase a refrigerator filter from Sears We value *** *** patronage and can understand her frustration with the events detailed in her complaintWe 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 averted. With that having been said, our records indicate that a refund was issue to *** *** on April 3, 2016. At this time, we can only reiterate that we regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted *** *** 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, *** *** Regulatory Complaint 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 me
Sincerely,
*** ***

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer service, when he
called for repair information for his craftsman pressure washer We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his 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 he was treated and that we truly regret that the misinformation he received from the store regarding his repairs for his power washer caused him any inconvenienceWe did offer and process a gift card in the amount of $for his inconvenience; we ask that this matter be closed, since we have noted his candid feedback and Mr*** has confirmed that his power washer is in working condition Again, we apologize to Mr*** for this issue 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 *** *** ***