April 5,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the auto center did not
warranty replace the battery to her vehicle
As clarification, when a customer comes in with a concern on their battery, a handheld battery tester is used to test the batteryThe technician goes off the results from the testerIf the tester gives a "Replace Battery" result and prints a warranty replace code, the battery is replacedIf it gives a "Good, Low Charge" result, then it is explained to the consumer that the battery is still fully functioning as expected, but just needs to be fully chargedThe auto center will offer to put it on a charger for the customer and fully charge it and retest itIf after fully charging the battery and it still reads "Good, Low Charge", the battery is not taking a full charge like it should; therefore, the battery will be replaced if under warrantyHowever, if after fully charging the battery and we re-test and get a "Good Battery" result, then the battery is good and reinstalled into the vehicle
In Ms*** case, we tested her battery and told her the result are "Good, low charge"After fully charging the battery it was re-tested and the results were “Good Battery”We would like to note that there are a number of factors can cause a battery to go dead or have a low charge and if the battery itself tests good; such as a current draw, maybe a door left open or a light left onIn order to determine what may have caused the battery to drain, the consumer is than offered to run tests on the alternator and check the condition of the cablesUnfortunately, some consumers are not happy with this and feel we need to swap out the battery immediately no matter whatUltimately, swapping the battery for the sake of swapping it, just to make a consumer feel better, is not how the warranty works and solves nothingA full diagnostics may be needed to try and get to the root cause of the problem that caused the battery to drainThe auto center manager explained to Ms*** that if she has any additional issues with the battery, to please feel free to bring it back for further testingShe can have the battery tested at any Sears Auto Center and if at any point it fails the test, we can then warranty the batteryWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
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 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,
Ron N***
January 6, *** *** 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 his kmart.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with KmartWe 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 sent an email directly to Mr*** on December 28, 2016, to inform him that we issued a full refund in separate increments totaling of $to his *** account ending in *** and $in points was returned to his Shop Your Way Rewards account on the same date. 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 ***
*** *** ***
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her inability to receive a mixer
she purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the mixer in question is not available any longer and since it was being sold at a special price there are no substitutions. According to our records, Ms*** account has been credited in full now including the layaway fee she was assessedIn accordance then with our disclaimer and our posted policies, we are unable to honor Ms*** request to receive the original mixer since the item is no longer available and are also unable to provide her with a substitution for the same price. In closure, 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, *** *** Specialist, Regulatory Complaints Direct Dial *** ***
March 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** ***
*** *** We have completed the investigation of *** *** complaint regarding her recent online order *** *** Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed *** *** expectations when she attempted to return the wine cooler for a full refundWe value her patronage 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 can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience *** *** may have experienced Additionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponAfter reviewing the complaint filed, we were able to speak with her and invited her to the Friends and Family sale so we could meet and resolve the issueWe will return as a Sears Cardholding member and resolve the financial matterShould *** *** have any questions, she may contact our store directly at *** *** We respectfully ask to have this matter closed since we have noted *** *** comments and no further resolution was requested 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
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms***: We have completed the investigation of Mr***’s rebuttal complaint to the previous response provided We have reviewed Mr***’s rebuttal, and we do not find that he has brought any new information to his complaintAs stated in our previous response, Sears Online had already submitted a *** Damage Claim to begin the process of researching the issueAccordingly, a *** Call Tag was processed that same day and a pick up request was scheduled for December 29, An email correspondence was sent to Mr*** advising that the shipper, *** Logistics would be contacting him to arrange a convenient pick up time for the damaged merchandiseMr*** was instructed to ensure that the product is in the original packaging and in an accessible areaAdditionally, Mr*** was informed that a credit would be issued to his account upon receipt of the merchandise at the warehouseIn the interim, we respectfully ask to have this matter closed, pending the return of the merchandise and refund to Mr*** 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
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
water heater As clarification, Ms*** water heater was damaged due to a plumbing issueWe have pictures of the setup and it is clear that a leaking pipe caused water accumulation on the unit and an electrical short was the result Ms*** manufacturer’s warranty only covers “defects in materials or workmanship.” It also says “we will not pay for service calls to correct appliance installation not performed by Sears authorized service agents or to repair problems with house fuses, circuit breakers, house wiring, and plumbing or gas supply systems resulting from installation.” Furthermore, the Repair Protection Agreement (RPA) Ms*** purchased excludes installation or plumbing issues; the coverage applies to the unit itself and to any functional problems with the item Any plumbing issues related to the leaking pipe would be her responsibility to rectify and at her own expense Ms*** says she was not advised of the full terms of the RPAHowever, consumers are mailed a copy of the full terms of the RPA and if the consumer finds the terms unacceptable after review, they may cancel their coverage within days to receive a full refundIf Ms*** failed to receive a copy of those terms for some reason, it was her responsibility to call and ask for one At this point in time, Ms*** options are this: 1. If the water heater is repairable, we can provide her with an estimate and she will be given a 25% discount since she the RPA provides that benefit for uncovered repairs2. She may cancel her RPA, receive a full refund for that coverage and purchase a replacement water heater at her own expense We would be willing to provide her with a 10% discount off of a new water heater purchased from Sears Ms*** may contact me during business hours at *** In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes we accepted the offer but out of exhaustion and do not have the time to go to courtWe've been going back and forth for over a month in dealing with SearsAgain, we were charged for services that Sears does not offer, as admitted by Sears in writing
We feel robbed by SearsYes, robbed by SearsSadly, we have stopped going to Sears, the department store and appliance storeSears needs to change the way the franchise owners do businessThey are damaging Sears
My biggest regret is not to check reviews online especially on *** about Sears
December 22, *** *** 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 the delayed delivery date for his refrigerator ordered from sears.com 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. As a result of this action, we revealed records indicating that Mr*** placed his first order with a delivery date of December 3, 2016, but this order was cancelled and a new order was placed to accommodate his request to change the form of payment. The original delivery date of December 3rd could not be provided for the second order. Sears Home Delivery Recovery assisted Mr*** at this point and provided him with a substantial discount on a different model that could be scheduled to be delivered on December 22, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. Since Mr*** has already been provided with an equitable resolution and follow up will be completed by our Recovery Team, we have closed our file regarding this matter 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 *** *** *** ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Debra *** #94***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding Sears Home Services and her dryer
Johnnie ***, Assistant Store
Manager of the Sears Outlet in Holland, provided the following response:
After receiving Ms***'s complaint in my office on July 13, 2015, I contacted her to discuss her concernsDuring the conversation it was decided that needed to replace the dryerThat said, a new Whirlpool dryer has been ordered and is scheduled to be delivered to Ms***'s home on Wednesday, July 15, Moving forward, if there are any additional concerns that I can assist with I can be reached at 419-8*** That said, 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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr***s complaint regarding
a recent purchase As clarification, signs were hanging from the ceiling and they are posted at each register noting that all sales are finalThis is also stamped on receipts as wellThe dog food at that time had already been discounted 30%We apologize for what occurred when Mr*** transported the dog food to his vehicle, but as we said, all sales were final and this was made adequately clearThat said, Mr*** was provided with $worth of Shop Your Way Rewards points in connection with this issue as a courtesy on February 9, In light of the aforementioned information, we have closed our file Again, 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 Complaint Specialist ***
May 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding difficulty reaching Sears Protection
Benefits Administration to cancel his Protection Agreement for a refrigerator It is unfortunate that we failed Mr*** expectations when he recently attempted to cancel his Sears Protection AgreementsWe 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. As a result of this action, we revealed that Mr*** cancelled Protection Agreements. Our records show that the refunds for the Agreements were issued on December 1, 2017, and April 14, 2017. If Mr*** has any further questions about his refunds, he may contact Sears Protection Agreement Benefits Administration, at *** for assistance. We apologize for any inconvenience Mr*** may have experienced while seeking assistance with this issue. Since we have noted Mr*** comments and the requested resolution has been provided, we have closed our file regarding this matter 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 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a full 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 Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** * ** & *** * ** located at *** *** *** *** ** ***, Email: *** and telephone number *** ***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 SITE Returns 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 found that the seller *** * ** issued a refund on December 27, 2016, under return receipt number *** In closure, since a refund has been provided and this decision is in accordance to our posted terms and conditions, 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
February 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jeremy *** - # Dear Ms***: We have completed the investigation of Mr***’s rebuttal to our previous response The terms of Mr***’s Sears Home Warranty (SHW) service contract are non-negotiable and binding. Furthermore, Sears Home Services has honored the terms of Mr***’s SHW service contract by attempting to repair his refrigerator. Unfortunately, after several attempts, it was determined that the unit could not be repaired. Therefore, as a benefit of the service contract, Mr*** was authorized $towards a replacement from Sears. Without the service contract in place, Mr*** would have incurred all the out-of-pocket repair expenses and he would not have received a credit towards a new refrigerator. Additionally, we would like to point out that Mr*** would only have been entitled to a full refund of his contract if no service had been provided to his refrigerator within the first days that the contract was in effect. However, now that service has been rendered to the range, dishwasher, washer and refrigerator covered under the contract, any related repair costs will be deducted from the refund amount upon cancellationWhile we have documented Mr***’s additional comments, our decision remains unchanged as it in commensurate to the terms of Sears Home Warranty plan. Accordingly, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
May 31,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the multiple repairs attempts on
his refrigerator and his request for a replacement
We apologize that Mr*** refrigerator failed to meet his expectationsAccording to our records, Mr*** purchased the refrigerator on January 4, and reported that the refrigerator stopped cooling on March 18, Since the refrigerator failed after our day return period, warranty service was scheduledAs clarification, the manufacturer’s one year warranty is for parts and labor to service the refrigerator; product will be replaced if it is non repairableOur technicians made separate service attempts to repair the refrigerator, but it continued to failOn May 23, we contacted Mr*** and offered to exchange the refrigeratorMr*** accepted the offer and requested to exchange and the refrigerator was delivered on May 30, With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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
*** *** ***
To Whom It May Concern,There are so many levels that need to be addressed! My Kenmore fridge that since I purchased it at the end of has been seen by repairmen ten timesThe problem with your Warranty thing is that I call someone to come out because my refrigerator is out and I can’t get an appointment for two weeksThe repairman comes and must order parts and that takes two more weeksAt this point I am without a fridge for a monthIt gets worked on and holds a temperature of degrees, it says, but it’s notI put a thermometer inIt’s at degreesNow I know the digital reading isn’t correct. I hope my children don’t get sick from eating or drinking something badI call again, two more weeks for an appointment, two more weeks for parts, and the refrigerator has spit Freon and oil all over my floor and wallI understand the policy thing where the repairman comes out so many times in one yearThe warranty folks tried to tell me it was a calendar yearThat explains the two-week planIt spreads the repairs out longer so they don’t fit into a calendar yearMaybe it was a slipup but, I had been told by the Warranty people that this one date was the date I should be submitted for a warranty replacementI found out that the repairman who came out on that date gave me the receipt but didn't report coming to my house and put in that I requested him to come back and install parts he orderedThe warranty people called and apologetically told me that Keith, who “I” had requested, could not comeI would need to rescheduleNO! Please, no! I never requested anyoneThe regular guy is fine*BAD REPAIRMAN-KeithI've NOT had a refrigerator since before Thanksgiving 1/17/Sears Master Protection Agreement approved for a product replacementI was granted $to replace my refrigerator, which is a part of a twin set, an upright freezer only and an upright refrigerator only, that set together to look like one unit in my kitchenOn 1/18/I drove to the largest remaining Sears Store in my area two hours away to shopThe sale clerk showed me a refrigerator/freezer online that I could buy two of that would fit the $budgetMy warranty only covered one item and somehow, she rang up twoIf the order had not gotten canceled and had gone through, I would have been stuck with half the bill*BAD SALES CLERK-TaraFor several days, afterwards, I went online to see if there wasn't something that I would be happier withI would not receive these until 2/2/and these that were ordered looked more like freezersI went on the SEARS CHAT NOW and the chat guy tells me I can get these in a color that was offered but was not available to meI asked him three times, "Are you sure?" "YES." He had me cancel my orderI saved the transcriptLong story short, he couldn'tHe liedHe couldn't sell them to me because of the warranty and he COULDN’T get the colorHe just wanted the sale! *BAD CHAT GUY-AdleyNow I have no order comingI try calling the Sears store where the original order was placed many timesIt is rare that they answer their phonesI asked for every deptfinally a little girl in jewelry answeredI had to call her back three time because the call kept getting hung upShe was frustrated too*BAD STORE-OKC on WesternUnable to get anywhere over the phone with the store I originally ordered from, I went to my local small Sears store to try to orderThe clerk told me the order has been completedI have called the Warranty Department no less than ten times at one to one and half hour wait on hold every time, trying to get this resolvedI was told 1st that the money had been reissuedSo, I went back to the local store only to find it had not been reissuedNext I was told by the warranty people that they needed a SALESCHECK # that I could get from Delivery where I canceled the orderThey even transferred me to DeliveryI got the SALESCHECK #'s, waited on hold again to give them the numbers for them to tell me that the store that placed the order has to call those in*BAD WARRANTY DEPARTMENTOf course, I tried to call the store to have them call the warranty folks, sit on hold for an hour to an hour and a half, to give them the SALESCHECK #s, but they won’t answer their phonesI then drove two hours for the clerk to sit on hold and get nowhere, but at least this time I got hold of a person that actually caredJENNIFER MARTINEZ met us back in the store the next day, on her DAY OFF, to continue to try to get this resolvedJennifer got a manager involved for helpHe did nothing but find out the clerk that made the order for us in the first place had done it completely wrong. If the order had not been cancelled there would have been even more chaosThen proceeds to tell Jennifer to go ahead and fix this for us but the sale goes to Tara, even though he called her and she was too busy to come in on her day off*BAD MANAGER After being on the phone in the store for forever the Warranty Dept now doesn't want the #s, not even from the storeThey want the store to give me a non-receipt in-store creditThe store says there was no product moved and no money exchangedI’m sent home and told Tara will call me in a couple of days when she works nextShe will get this fixedWHY CAN THE WARRANTY DEPARTMENT JUST REISSUE THE MONEY OR REISSUE A NEW NUMBER? CANCEL THE OLD ONE! Someone stick your initials by it and let’s get on with life!Tara does calls to tell me the same thingWarranty Dept wants the store to give me a non-receipt in-store creditThe store says there was no product moved and no money exchangedThat will not work, and she will continue to work on itI call a week later(Now they answer their phonesI think I made a big enough deal about itThey should.) Tara tells me that we are still at the same place, but she’s called the Resolutions Dept(I have already done that many times.) I ask her for the number she has called so I can wort themShe gives it to meI make the call, sit on hold for forever, tell the guy my whole long story even though I have bronchitis and can barely talk for him to say “I’m sorry this is Tech Support.” SERIOUSLY!!! #Why did Tara give me Tech Support number??? AND #and I asked him, “Why did you let me say all of that when I can barely talk if you can’t help me?” He says, “I didn’t want to interrupt you.” *BAD TECH GUYI've called Online Sales, Help Desk, Benefits & Administration, Cancellation & Retention, Customer Service, Solutions, Resolutions and Tech Support…I have called four different numbers for each of theseI have been nice to everyone, EVERYONE, on the phone calls, even the Tech Support GuyWe are at a standstill.I don’t feel that I can even come close to explaining what I have been through with thisI have told this story what seems like fifty times and I’m sure I have left out at least half of itI lost food timesI turned in food loss once that they paid two thirds ofI have had to try to keep my husband calm and a lot of the time he was mad at me over this because I wasn’t acting ugly to “get something done.” I have children (still at home) in-laws, grand-kids, and BIG holidays that we went without a refrigeratorI know I have sat on hold on the phone for hours or more, spent days driving to the City & waiting for the store clerk to sit on hold, then had to pay for meals on the trip. I finally got the $where I could go ahead and replace the fridge and because I had heard nothing from Sears I chose to get the replacement while I couldThe trouble I had already been through and the fact I had been without a fridge since Nov, I thought that would be bestAnd yes I chose one and paid the $and something extra, only for it to be delivered and NEVER COOLED DOWNSo it sits in my kitchen waiting to be replaced on the MARCH 22ndSo I still don't have a refrigeratorThe warranty replacement money was finally got back to me so I guess you can call this closed BUT Sears needs to overhaul every department especially customer serviceAlso they need to know that when I did go and purchase the replacement, your computer program/ register was so old and the salesman could figure it outI had to help himNo wonder Sears is going out of businessI will never buy from them again and I am telling everyone I know. Sincerely,Lana *** *** ***, OK 73533(***) ***
Sincerely,
Lana Walker
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Luis M ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services and repairs to his washerMr***’s washer
has been approved for replacementAll Mr*** needs to do is go to his local Sears store and advise his sales associate that his washer has been approved for replacementThe sales associate will assist by processing the exchangeSears will cover the delivery of the new washer and haul away of the old unitSince we have approved Mr***’s washer for replacement, we ask that this complaint be closedWe 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
March 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: ***Michael B*** Dear Ms*** We have completed the investigation of MrB***’s complaint regarding a recent order According
to our records, MrB*** received $back on his *** account as of February 18, An additional credit was issue dot his *** account on February 23, for the remaining $of the $he requestedIn light of the aforementioned information, we have closed our file We apologize to MrB*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
September 12,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94567024-Martin ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the pricing of some items he wished to purchase
According to our records, Mr*** spoke with an employee from our customer support line and they offered to send him a $gift card on August 20, 2015, which he acceptedWe would like to assure Mr*** that we endeavor to make our pricing accurate and clearHowever, it is always possible that there will be an instance of human error, which may be what occurred hereShould Mr*** wish to discuss the matter further, he may contact Store Manager Francisco *** during business hours at (323) ***In light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10964261, and find that this resolution is satisfactory to me
Sincerely,
David ***
April 5,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the auto center did not
warranty replace the battery to her vehicle
As clarification, when a customer comes in with a concern on their battery, a handheld battery tester is used to test the batteryThe technician goes off the results from the testerIf the tester gives a "Replace Battery" result and prints a warranty replace code, the battery is replacedIf it gives a "Good, Low Charge" result, then it is explained to the consumer that the battery is still fully functioning as expected, but just needs to be fully chargedThe auto center will offer to put it on a charger for the customer and fully charge it and retest itIf after fully charging the battery and it still reads "Good, Low Charge", the battery is not taking a full charge like it should; therefore, the battery will be replaced if under warrantyHowever, if after fully charging the battery and we re-test and get a "Good Battery" result, then the battery is good and reinstalled into the vehicle
In Ms*** case, we tested her battery and told her the result are "Good, low charge"After fully charging the battery it was re-tested and the results were “Good Battery”We would like to note that there are a number of factors can cause a battery to go dead or have a low charge and if the battery itself tests good; such as a current draw, maybe a door left open or a light left onIn order to determine what may have caused the battery to drain, the consumer is than offered to run tests on the alternator and check the condition of the cablesUnfortunately, some consumers are not happy with this and feel we need to swap out the battery immediately no matter whatUltimately, swapping the battery for the sake of swapping it, just to make a consumer feel better, is not how the warranty works and solves nothingA full diagnostics may be needed to try and get to the root cause of the problem that caused the battery to drainThe auto center manager explained to Ms*** that if she has any additional issues with the battery, to please feel free to bring it back for further testingShe can have the battery tested at any Sears Auto Center and if at any point it fails the test, we can then warranty the batteryWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
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 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,
Ron N***
January 6, *** *** 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 his kmart.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with KmartWe 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 sent an email directly to Mr*** on December 28, 2016, to inform him that we issued a full refund in separate increments totaling of $to his *** account ending in *** and $in points was returned to his Shop Your Way Rewards account on the same date. 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 ***
*** *** ***
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her inability to receive a mixer
she purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the mixer in question is not available any longer and since it was being sold at a special price there are no substitutions. According to our records, Ms*** account has been credited in full now including the layaway fee she was assessedIn accordance then with our disclaimer and our posted policies, we are unable to honor Ms*** request to receive the original mixer since the item is no longer available and are also unable to provide her with a substitution for the same price. In closure, 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, *** *** Specialist, Regulatory Complaints Direct Dial *** ***
March 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** ***
*** *** We have completed the investigation of *** *** complaint regarding her recent online order *** *** Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed *** *** expectations when she attempted to return the wine cooler for a full refundWe value her patronage 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 can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience *** *** may have experienced Additionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponAfter reviewing the complaint filed, we were able to speak with her and invited her to the Friends and Family sale so we could meet and resolve the issueWe will return as a Sears Cardholding member and resolve the financial matterShould *** *** have any questions, she may contact our store directly at *** *** We respectfully ask to have this matter closed since we have noted *** *** comments and no further resolution was requested 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
January 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms***: We have completed the investigation of Mr***’s rebuttal complaint to the previous response provided We have reviewed Mr***’s rebuttal, and we do not find that he has brought any new information to his complaintAs stated in our previous response, Sears Online had already submitted a *** Damage Claim to begin the process of researching the issueAccordingly, a *** Call Tag was processed that same day and a pick up request was scheduled for December 29, An email correspondence was sent to Mr*** advising that the shipper, *** Logistics would be contacting him to arrange a convenient pick up time for the damaged merchandiseMr*** was instructed to ensure that the product is in the original packaging and in an accessible areaAdditionally, Mr*** was informed that a credit would be issued to his account upon receipt of the merchandise at the warehouseIn the interim, we respectfully ask to have this matter closed, pending the return of the merchandise and refund to Mr*** 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
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
water heater As clarification, Ms*** water heater was damaged due to a plumbing issueWe have pictures of the setup and it is clear that a leaking pipe caused water accumulation on the unit and an electrical short was the result Ms*** manufacturer’s warranty only covers “defects in materials or workmanship.” It also says “we will not pay for service calls to correct appliance installation not performed by Sears authorized service agents or to repair problems with house fuses, circuit breakers, house wiring, and plumbing or gas supply systems resulting from installation.” Furthermore, the Repair Protection Agreement (RPA) Ms*** purchased excludes installation or plumbing issues; the coverage applies to the unit itself and to any functional problems with the item Any plumbing issues related to the leaking pipe would be her responsibility to rectify and at her own expense Ms*** says she was not advised of the full terms of the RPAHowever, consumers are mailed a copy of the full terms of the RPA and if the consumer finds the terms unacceptable after review, they may cancel their coverage within days to receive a full refundIf Ms*** failed to receive a copy of those terms for some reason, it was her responsibility to call and ask for one At this point in time, Ms*** options are this: 1. If the water heater is repairable, we can provide her with an estimate and she will be given a 25% discount since she the RPA provides that benefit for uncovered repairs2. She may cancel her RPA, receive a full refund for that coverage and purchase a replacement water heater at her own expense We would be willing to provide her with a 10% discount off of a new water heater purchased from Sears Ms*** may contact me during business hours at *** In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes we accepted the offer but out of exhaustion and do not have the time to go to courtWe've been going back and forth for over a month in dealing with SearsAgain, we were charged for services that Sears does not offer, as admitted by Sears in writing
We feel robbed by SearsYes, robbed by SearsSadly, we have stopped going to Sears, the department store and appliance storeSears needs to change the way the franchise owners do businessThey are damaging Sears
My biggest regret is not to check reviews online especially on *** about Sears
December 22, *** *** 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 the delayed delivery date for his refrigerator ordered from sears.com 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. As a result of this action, we revealed records indicating that Mr*** placed his first order with a delivery date of December 3, 2016, but this order was cancelled and a new order was placed to accommodate his request to change the form of payment. The original delivery date of December 3rd could not be provided for the second order. Sears Home Delivery Recovery assisted Mr*** at this point and provided him with a substantial discount on a different model that could be scheduled to be delivered on December 22, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. Since Mr*** has already been provided with an equitable resolution and follow up will be completed by our Recovery Team, we have closed our file regarding this matter 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 *** *** *** ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Debra *** #94***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding Sears Home Services and her dryer
Johnnie ***, Assistant Store
Manager of the Sears Outlet in Holland, provided the following response:
After receiving Ms***'s complaint in my office on July 13, 2015, I contacted her to discuss her concernsDuring the conversation it was decided that needed to replace the dryerThat said, a new Whirlpool dryer has been ordered and is scheduled to be delivered to Ms***'s home on Wednesday, July 15, Moving forward, if there are any additional concerns that I can assist with I can be reached at 419-8*** That said, 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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr***s complaint regarding
a recent purchase As clarification, signs were hanging from the ceiling and they are posted at each register noting that all sales are finalThis is also stamped on receipts as wellThe dog food at that time had already been discounted 30%We apologize for what occurred when Mr*** transported the dog food to his vehicle, but as we said, all sales were final and this was made adequately clearThat said, Mr*** was provided with $worth of Shop Your Way Rewards points in connection with this issue as a courtesy on February 9, In light of the aforementioned information, we have closed our file Again, 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 Complaint Specialist ***
May 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding difficulty reaching Sears Protection
Benefits Administration to cancel his Protection Agreement for a refrigerator It is unfortunate that we failed Mr*** expectations when he recently attempted to cancel his Sears Protection AgreementsWe 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. As a result of this action, we revealed that Mr*** cancelled Protection Agreements. Our records show that the refunds for the Agreements were issued on December 1, 2017, and April 14, 2017. If Mr*** has any further questions about his refunds, he may contact Sears Protection Agreement Benefits Administration, at *** for assistance. We apologize for any inconvenience Mr*** may have experienced while seeking assistance with this issue. Since we have noted Mr*** comments and the requested resolution has been provided, we have closed our file regarding this matter 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 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a full 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 Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** * ** & *** * ** located at *** *** *** *** ** ***, Email: *** and telephone number *** ***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 SITE Returns 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 found that the seller *** * ** issued a refund on December 27, 2016, under return receipt number *** In closure, since a refund has been provided and this decision is in accordance to our posted terms and conditions, 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
February 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jeremy *** - # Dear Ms***: We have completed the investigation of Mr***’s rebuttal to our previous response The terms of Mr***’s Sears Home Warranty (SHW) service contract are non-negotiable and binding. Furthermore, Sears Home Services has honored the terms of Mr***’s SHW service contract by attempting to repair his refrigerator. Unfortunately, after several attempts, it was determined that the unit could not be repaired. Therefore, as a benefit of the service contract, Mr*** was authorized $towards a replacement from Sears. Without the service contract in place, Mr*** would have incurred all the out-of-pocket repair expenses and he would not have received a credit towards a new refrigerator. Additionally, we would like to point out that Mr*** would only have been entitled to a full refund of his contract if no service had been provided to his refrigerator within the first days that the contract was in effect. However, now that service has been rendered to the range, dishwasher, washer and refrigerator covered under the contract, any related repair costs will be deducted from the refund amount upon cancellationWhile we have documented Mr***’s additional comments, our decision remains unchanged as it in commensurate to the terms of Sears Home Warranty plan. Accordingly, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
May 31,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the multiple repairs attempts on
his refrigerator and his request for a replacement
We apologize that Mr*** refrigerator failed to meet his expectationsAccording to our records, Mr*** purchased the refrigerator on January 4, and reported that the refrigerator stopped cooling on March 18, Since the refrigerator failed after our day return period, warranty service was scheduledAs clarification, the manufacturer’s one year warranty is for parts and labor to service the refrigerator; product will be replaced if it is non repairableOur technicians made separate service attempts to repair the refrigerator, but it continued to failOn May 23, we contacted Mr*** and offered to exchange the refrigeratorMr*** accepted the offer and requested to exchange and the refrigerator was delivered on May 30, With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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
*** *** ***
To Whom It May Concern,There are so many levels that need to be addressed! My Kenmore fridge that since I purchased it at the end of has been seen by repairmen ten timesThe problem with your Warranty thing is that I call someone to come out because my refrigerator is out and I can’t get an appointment for two weeksThe repairman comes and must order parts and that takes two more weeksAt this point I am without a fridge for a monthIt gets worked on and holds a temperature of degrees, it says, but it’s notI put a thermometer inIt’s at degreesNow I know the digital reading isn’t correct. I hope my children don’t get sick from eating or drinking something badI call again, two more weeks for an appointment, two more weeks for parts, and the refrigerator has spit Freon and oil all over my floor and wallI understand the policy thing where the repairman comes out so many times in one yearThe warranty folks tried to tell me it was a calendar yearThat explains the two-week planIt spreads the repairs out longer so they don’t fit into a calendar yearMaybe it was a slipup but, I had been told by the Warranty people that this one date was the date I should be submitted for a warranty replacementI found out that the repairman who came out on that date gave me the receipt but didn't report coming to my house and put in that I requested him to come back and install parts he orderedThe warranty people called and apologetically told me that Keith, who “I” had requested, could not comeI would need to rescheduleNO! Please, no! I never requested anyoneThe regular guy is fine*BAD REPAIRMAN-KeithI've NOT had a refrigerator since before Thanksgiving 1/17/Sears Master Protection Agreement approved for a product replacementI was granted $to replace my refrigerator, which is a part of a twin set, an upright freezer only and an upright refrigerator only, that set together to look like one unit in my kitchenOn 1/18/I drove to the largest remaining Sears Store in my area two hours away to shopThe sale clerk showed me a refrigerator/freezer online that I could buy two of that would fit the $budgetMy warranty only covered one item and somehow, she rang up twoIf the order had not gotten canceled and had gone through, I would have been stuck with half the bill*BAD SALES CLERK-TaraFor several days, afterwards, I went online to see if there wasn't something that I would be happier withI would not receive these until 2/2/and these that were ordered looked more like freezersI went on the SEARS CHAT NOW and the chat guy tells me I can get these in a color that was offered but was not available to meI asked him three times, "Are you sure?" "YES." He had me cancel my orderI saved the transcriptLong story short, he couldn'tHe liedHe couldn't sell them to me because of the warranty and he COULDN’T get the colorHe just wanted the sale! *BAD CHAT GUY-AdleyNow I have no order comingI try calling the Sears store where the original order was placed many timesIt is rare that they answer their phonesI asked for every deptfinally a little girl in jewelry answeredI had to call her back three time because the call kept getting hung upShe was frustrated too*BAD STORE-OKC on WesternUnable to get anywhere over the phone with the store I originally ordered from, I went to my local small Sears store to try to orderThe clerk told me the order has been completedI have called the Warranty Department no less than ten times at one to one and half hour wait on hold every time, trying to get this resolvedI was told 1st that the money had been reissuedSo, I went back to the local store only to find it had not been reissuedNext I was told by the warranty people that they needed a SALESCHECK # that I could get from Delivery where I canceled the orderThey even transferred me to DeliveryI got the SALESCHECK #'s, waited on hold again to give them the numbers for them to tell me that the store that placed the order has to call those in*BAD WARRANTY DEPARTMENTOf course, I tried to call the store to have them call the warranty folks, sit on hold for an hour to an hour and a half, to give them the SALESCHECK #s, but they won’t answer their phonesI then drove two hours for the clerk to sit on hold and get nowhere, but at least this time I got hold of a person that actually caredJENNIFER MARTINEZ met us back in the store the next day, on her DAY OFF, to continue to try to get this resolvedJennifer got a manager involved for helpHe did nothing but find out the clerk that made the order for us in the first place had done it completely wrong. If the order had not been cancelled there would have been even more chaosThen proceeds to tell Jennifer to go ahead and fix this for us but the sale goes to Tara, even though he called her and she was too busy to come in on her day off*BAD MANAGER After being on the phone in the store for forever the Warranty Dept now doesn't want the #s, not even from the storeThey want the store to give me a non-receipt in-store creditThe store says there was no product moved and no money exchangedI’m sent home and told Tara will call me in a couple of days when she works nextShe will get this fixedWHY CAN THE WARRANTY DEPARTMENT JUST REISSUE THE MONEY OR REISSUE A NEW NUMBER? CANCEL THE OLD ONE! Someone stick your initials by it and let’s get on with life!Tara does calls to tell me the same thingWarranty Dept wants the store to give me a non-receipt in-store creditThe store says there was no product moved and no money exchangedThat will not work, and she will continue to work on itI call a week later(Now they answer their phonesI think I made a big enough deal about itThey should.) Tara tells me that we are still at the same place, but she’s called the Resolutions Dept(I have already done that many times.) I ask her for the number she has called so I can wort themShe gives it to meI make the call, sit on hold for forever, tell the guy my whole long story even though I have bronchitis and can barely talk for him to say “I’m sorry this is Tech Support.” SERIOUSLY!!! #Why did Tara give me Tech Support number??? AND #and I asked him, “Why did you let me say all of that when I can barely talk if you can’t help me?” He says, “I didn’t want to interrupt you.” *BAD TECH GUYI've called Online Sales, Help Desk, Benefits & Administration, Cancellation & Retention, Customer Service, Solutions, Resolutions and Tech Support…I have called four different numbers for each of theseI have been nice to everyone, EVERYONE, on the phone calls, even the Tech Support GuyWe are at a standstill.I don’t feel that I can even come close to explaining what I have been through with thisI have told this story what seems like fifty times and I’m sure I have left out at least half of itI lost food timesI turned in food loss once that they paid two thirds ofI have had to try to keep my husband calm and a lot of the time he was mad at me over this because I wasn’t acting ugly to “get something done.” I have children (still at home) in-laws, grand-kids, and BIG holidays that we went without a refrigeratorI know I have sat on hold on the phone for hours or more, spent days driving to the City & waiting for the store clerk to sit on hold, then had to pay for meals on the trip. I finally got the $where I could go ahead and replace the fridge and because I had heard nothing from Sears I chose to get the replacement while I couldThe trouble I had already been through and the fact I had been without a fridge since Nov, I thought that would be bestAnd yes I chose one and paid the $and something extra, only for it to be delivered and NEVER COOLED DOWNSo it sits in my kitchen waiting to be replaced on the MARCH 22ndSo I still don't have a refrigeratorThe warranty replacement money was finally got back to me so I guess you can call this closed BUT Sears needs to overhaul every department especially customer serviceAlso they need to know that when I did go and purchase the replacement, your computer program/ register was so old and the salesman could figure it outI had to help himNo wonder Sears is going out of businessI will never buy from them again and I am telling everyone I know. Sincerely,Lana *** *** ***, OK 73533(***) ***
Sincerely,
Lana Walker
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Luis M ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services and repairs to his washerMr***’s washer
has been approved for replacementAll Mr*** needs to do is go to his local Sears store and advise his sales associate that his washer has been approved for replacementThe sales associate will assist by processing the exchangeSears will cover the delivery of the new washer and haul away of the old unitSince we have approved Mr***’s washer for replacement, we ask that this complaint be closedWe 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
March 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: ***Michael B*** Dear Ms*** We have completed the investigation of MrB***’s complaint regarding a recent order According
to our records, MrB*** received $back on his *** account as of February 18, An additional credit was issue dot his *** account on February 23, for the remaining $of the $he requestedIn light of the aforementioned information, we have closed our file We apologize to MrB*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S***
September 12,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94567024-Martin ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the pricing of some items he wished to purchase
According to our records, Mr*** spoke with an employee from our customer support line and they offered to send him a $gift card on August 20, 2015, which he acceptedWe would like to assure Mr*** that we endeavor to make our pricing accurate and clearHowever, it is always possible that there will be an instance of human error, which may be what occurred hereShould Mr*** wish to discuss the matter further, he may contact Store Manager Francisco *** during business hours at (323) ***In light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10964261, and find that this resolution is satisfactory to me
Sincerely,
David ***