Sears Home Outlets

*** *** 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 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 ***

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***

February 24, *** *** 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 non-receipt of a refund after the cancellation of his sears.com exchange order It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have reviewed our records and confirmed that refunds of $and $were issued on February 21, 2017, and $on January 4th, for a complete total of $issued to Mr*** account ending in *** Mr*** may reply to our email 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*** 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 *** *** *** ***

January 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order and non-receipt of the
item or refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** located at *** *** *** *** *** ** *** with telephone number *** *** and email: ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order we have requested a full refund from the Third Party Marketplace vendor *** since Sears Online was able to confirm an error with the itemMr*** can expect to receive the refund within to business daysShould Mr*** have any questions regarding his refund, he may contact me via email at ***In the interim, since an equitable resolution is being processed, we have closed our file 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

Complaint: ***
I am rejecting this response because:Eligia C*** Regulatory Complaint Specialist, Sears Holdings Corporation, clearly does not understand that this issue is not necessarily the fault of the local outlet store that had the range for saleIt is a system-wide problem of Sear's OutletHad C*** reviewed my direct correspondence with Sear's Outlet over the last days, this would be evident.I cannot accept the response until I am assured that the Kitchen Aid range model I ordered - twice - and ensured was in good condition is delivered to my homeGiven Sear's responses to date, and the fact that this range model is not currently available in any Sear's Outlet across the United States (even though they are listed on the Sear's Outlet website for sale at a higher price), I have no assurance that this will happen
Sincerely,
Lori B***

January 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms* *** complaint regarding her refrigerator repair It is
unfortunate that we failed Ms* *** expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms* *** 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*** 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* *** complaint, we contacted the local service unit for assistance. Laura with *** responded that she found the part that was on back-order through another vendor, MCM Electronics. Laura placed the order, and explained to Ms*** 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*** 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*** has been approved for a replacement refrigerator, 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

Initial Business Response /* (1000, 7, 2015/07/13) */
Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: George ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding Sears and repairs
to his dryer
Elisse *** Sears Home Services, Support Specialist provided the following response:
Repairs to Mr***'s dryer have been completed and I have spoken to him to confirm his satisfaction with the repairsWhat Mr*** is not satisfied with was the length of time it took for Sears Home Services to get the repairs completedMr*** resides is a rural part of Montana and we did not have a local technical, so we contracted with a local appliance company to complete the repairs on our behalfAt this time, since it is our understanding that Mr***'s dryer has been repaired and is operating as expected, we ask that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***
Initial Consumer Rebuttal /* (3000, 9, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that on July 9th the repairman did repair my dryerYes I do live in Montana, but the repairman came from Dickinson, ND which is only miles awayIt should not have taken days to get a repairman to my homeAs far as comments made in the reply from Sears, after repair was complete, I have NOT been contacted to confirm my satisfaction with the repairJust another lie from their company

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

Initial Business Response /* (1000, 5, 2015/10/13) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have not fully completed the investigation of Mr*** complaint regarding
Sears Delivery Solutions
*** Sears Delivery Solutions, Service Recovery Specialist provided the following response:
Since receiving Mr*** complaint on September 30, 2015, I have been unable to speak with himThat said, our records indicate that the washer and dryer noted in Mr*** complaint were delivered on October 2, That said, I would like to request that Mr.*** contact me so that we can discuss his desired resolutionMr.*** can reach me at XXX-XXX-XXXX Ext: XXXXXSince we have noted that the appliances have been delivered and we have provided our written response asking Mr.*** to call me to discuss his 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 /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/30) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of *** complaint
regarding an exchange and their dissatisfaction of a new riding mower purchased from Sears
***, Assistant Manager of the Sears in***, provided the following response:
After reading and reviewing Mr& Mrs*** sales check's, I contacted them to discuss their concernsIt was agreed that a new garden tractor, Sears item #*** has been ordered and will be delivered to the *** home on Saturday, August 1, Sears Home Delivery will be picking up the XXXXX, Zero Turn Radios unit that was purchased on July 16, Additionally, mulch kit XXXXX will be installed and the original blades will be deliveredAfter the zero turn mower is returned, a mail bank check in the amount of $will be processed and sent to Mrand Mrs***The possibility exists that it could take up to two weeks for the refund check to be receivedIf Mrand Mrs*** have any additional concerns, they can contact me at ***Since it is my understanding that Mrand Mrs*** are satisfied with the actions taken by Sears to ensure their satisfaction, we ask that this complaint be closed
We apologize to Mrand Mrs*** 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
***

*** *** 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 closedWe 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]

May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Miss *** complaint regarding her refrigerator repair
experience We would first like to apologize for any inconvenience Miss *** may have experienced with serviceAfter reviewing the notes in the service order, we found that the technician was able to install a new control to complete the repair on May 9, While Sears is unable to authorize the full amount of food loss incurred without an extended service contract, we are authorizing a refund of $for the food loss experienced as a courtesy exceptionThe mail bank check will arrive within to business daysAdditionally, we hope that in the future Miss *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since the repair has been completed, we respectfully ask to have this matter closed, pending the receipt of the check for food loss 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

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,
*** ***

Complaint: ***
I am rejecting this response because:I am still in need of a treadmill to complete my gym in which every item was purchased from SearsAll I am asking is to be able to purchase the item in cash, so I can complete the gymThe store by my house has it but it's now $with the Shop Your Way program.
Sincerely,
*** ***

March 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with
our customer service and the cancellation of her layaway order It is unfortunate that we failed Ms*** expectations when she recently used Sears layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe have reviewed Ms*** layaway account and revealed that it was cancelled due to non-payment. In case *** *** is not already aware, our layaway service allows customers to make payments every two weeks, for or weeks from the date the account is opened. Our records indicate that *** *** opened her layaway order on November 26, 2015, with a deposit of $and she was provided a payment schedule instructing her how much to pay and that a payment was due every days. Our records indicate that *** *** did not follow this schedule and instead made payments as follows: Due Date: 11/26/2015 Paid On: 11/26 Amt: $ Due Date: 12/10/2015 Paid On: 12/15 Amt: $ Due Date: 12/24/2015 Paid On: 12/30 Amt: $ Due Date: 01/07/2016 Paid On: 01/15 Amt: $ Due Date: 01/21/2016 Paid On: Amt: $ Therefore, although *** *** did make payments, most of her payments were completed past the due date of days and her payment made on January 15th was actually due on January 7, 2016, which means that the lapse between payments exceeded our day grace period. With that having been said, it does not appear that Ms*** layaway was cancelled until after her next payment date lapsed. As such, our system cancelled her layaway on March 6, 2016, and a refund of $was issued to her *** account on the same date. As clarification, our layaway terms are posted within our stores, on our receipts, and on our website. A payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened. At this time, we can only reiterate that we regret any misinformation *** *** feels she may have received regarding the cancellation of her layaway and would like to assure her that her concerns have been documented for management to review. We hope that in the future she will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have provided the appropriate refunds and confirmed that the proper layaway process was followed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** 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 As soon as Sears found out about my troubles through the Revdex.com, they called my husband and we are scheduled to have a new treadmill delivered on 11/19/ The manager stated that she really wished I would have called Sears directly, which I did do in the beginning And they told me to call ***, and that is where the troubles began I am truly hoping that I somehow got into a bad loop and just couldn't get help with anything Sears is starting me out fresh and am hoping this works!!! The manager at Sears was very sorry and did right by me thus far
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/10/19) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding a
dishwasher purchased from Sears Outlet
*** General Manager of the *** Sears Outlet, provided the following response:
Our records indicate that we have picked up the dishwasher noted in Mr*** complaintAdditionally, the refund has been processed in the form of a bank check, which should be received in the next 10-daysIf I can be of any further assistance to Mr*** he can contact me at the store, my number is XXX-XXX-XXXXSince we have noted the actions taken to resolve 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
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

October 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the renewal charge for her Master Protection
Agreement (MPA) and her request for a replacement refrigerator under the “No Lemon Upon receiving Ms*** complaint, we reviewed the renewal transaction and her service history to determine whether her refrigerator qualifies for replacementOur records show that on October 3, 2016, Ms*** authorized our Protection Agreement department to charge $to her *** account ending in ***The transaction was processed once. It appears that Ms*** bank placed a hold on her account for the same amount. It is common banking practice that when a debit or credit card number is submitted, it is transmitted as an electronic inquiry to determine if funds are available to cover the potential transactionThe bank automatically places a hold on the amount until the merchant clears or “settles” the transaction (usually at the close of business each day)These holds usually drop off after one to three days, depending on the issuing bank’s policy. Unfortunately, Sears has no control over this as Ms*** bank is the party placing the hold on her account, not Sears and they are the only entity that can remove the hold As to Ms*** contention that Sears has not upheld the terms of her MPA as it pertains to the “No Lemon Guarantee”; we have reviewed her service historyOur records show that within the last year, Ms*** has had three service calls completed, but only two qualifying repairs. On October 17, 2015, under service order *** the technician replaced two gaskets and an assembly plate. Under service order *** (completed October 31, 2015), a mullion was replaced. The last service call was completed on September 12, 2016, under service order ***; the technician advised Ms*** that the ice clumping in the ice bucket was and referred her to her owner’s manualWhile we understand that Ms*** is frustrated and feels that her refrigerator should be replaced, the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure…” As we stated previously, Ms*** refrigerator has only had two qualifying repairs to date. Since we have explained why a replacement is currently not an option for Ms*** and clarified that her bank is responsible for placing a hold on her funds, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

December 21, 2015*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: *** *** * * ***Dear Ms***We have completed the investigation of Mr*** complaint regarding his dissatisfaction with his recent experience with Customer
Solutions.It is unfortunate that we failed Mr*** expectations when he recently contacted our escalated customer service group, Customer Solutions, for assistanceWe value Mr*** patronage, but can understand how the series of events noted in his complaint may have exacerbated his frustrationsA review of the notes in the Customer Solutions’ case show that Mr*** was provided with inaccurate information by the agent in regard to the warranty on his new washer and dryer. A review of his product information in our service system shows that the new washer and dryer he received on December 17, 2015, carry a one-year manufacturer’s warranty. We apologize for any misinformation that Mr*** may have received and he has our assurance that the matter has been forwarded to the agent’s manager to address. With that said, since we have confirmed that Mr*** new washer and dryer have a one-year manufacturer’s warranty, we ask that this matter be closed.Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. 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 me
Sincerely,
*** ***