Sears Holdings Corporation

December 21, *** *** Revdex.com *** *** *** *** *** *** Chicago, IL
Re: # ***-William *** *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding his recliner Us Quality was adamant that the recliner cannot be repaired each time we have talked to them they have maintained the same each time we have spoken with themIn the interest of resolving this issue, we are willing to allow Mr*** to select another recliner sold at Sears with a selling price of up to $to be provided in exchange for his old chair Once Mr*** has made his selection, he may contact me at the email address noted below and the necessary arrangements will be madeOur full selection of power recliners is listed on our websiteIn 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 matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation Tammie.***@searshc.com *** ***

October 19,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** ***
Dear Ms***:
We have completed the investigation of Mr***
complaint regarding his dissatisfaction with multiple repairs on his range and his request for a replacement
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Our records indicate that the range repair was completed on October 2, We contacted Mr*** on October 19, and he confirmed that the range has been operational since the repair was completedMr*** stated that he was disappointed with the multiple service visits and the length of time that it took to complete the repairFor his inconvenience and additional assurance, we offered to add a one-year protection agreement on the range at no additional charge, and Mr*** accepted the offerMr*** should receive a copy of the certificate within weeksWith that being said, since we have addressed the issue brought forth in Mr***'s complaint, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
***@searshc.com

November 5, 2015Revdex.com*** *** ***North Wabash Ave., Ste 2006Chicago, IL 60611*** *** *** *** *** *** *** ***Via: Revdex.com website*** *** ***Thank you for contacting Sears Home
Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileSHIP is disheartened that *** *** felt his concerns were not resolved adequately by our company prior to seeking further action from youThis letter serves to confirm that we have completed investigating his complaint regarding the gift card rebate and Shop Your Way Rewards (SYWR) pointsOn behalf of SHIP please know we value *** ***i as a customer and apologize for any frustrations or inconveniences he may have experiencedAccording to our records, the incentive for his contract is $in SYWR points and not a $gift cardWe have reached out to the SYWR deptand they confirmed that the $SYWR points did post to *** ***i’s SYWR accountPer the contract he agreed to $SYWR points, not a gift card*** ***i can contact the SYWR deptat *** to verify this information if he would likeHis SYWR ID# is *** *** *** *** ***i was sent a $Sears’ gift card, via UPS, on 09/22/All gift cards have $on them until the customer calls to activate themWe have no record of the card being cancelled or reported lostIt is possible this is all just a misunderstanding on the customer’s partMaybe he did not realize the $was in SYWR points and he has to activate the gift cardI hear from a lot of customers who say their gift cards don’t work, when really they’ve never called to activate themI did speak to *** ***i on 10/28/and 11/03/I explained the whole situation/process to him regarding the gift card rebate/SYWR points, and he understoodTo activate the gift card, he needs to call ***, option We appreciate the opportunity to resolve his concerns.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please call me at *** *** *** ** *** *** ** ***Sincerely,*** *** *** *** *** *** *** *** *** *** *** ***

Sears Home Services
Greenwood, IN
Third time having them come out to repair the squeaking in my dryerAlready out $now they want more money to "fix" this problem againHomeowner beware site says $service visit but it will be $plus any parts, if they have to come out again they will wave this $but you will be liable for another $plus parts ...againThey supposedly just upgraded their system and it automatically charges for things, All he did was lubricate my gliders but got charged the $for glides/slidesNow its very loud again and I have to pay for glides and slides againAbsolute rip off, I should have just called *** and paid the same to have it fixed properly in a dayVery shocked Sears has gotten so I don't even know whatIt's sad

I purchase a washer and dryer from Sears12/and they were delivered 12/The sales rep at the Aurora, Colorado Location did not advise us that we needed to buy a plug to plug in the dryer I went to the Sears location and spoke with manager, there were no apologies nothing was just told to purchase the item Went home and got both washer and dryer running The washer during the spin cycle was out of control and almost went thru our wall it was shaking so bad Called customer service and the rep apologized and told me she would have the service team come look at the dryer that Saturday 12/She told me the service guy would call me before he came over Saturday came and no one had called or anythingWhen I called customer service the rep told me there was no scheduled apt in their log, they had my name incorrect in the system and my address so it took them a while to locate my account the rep told me that the apt was made but was rejected because of a system problem So I asked them to get someone out there on that SaturdayThey did not take any extra steps to help me out for their wrong doing The rep then told me they could send someone out on Tues12/which was their earliest aptthey hadI asked them it was very important that they keep their commitment and send someone out that SaturdayAfter speaking to customer service reps, manager, got hung up on times with no call backs, 1/hrs later and you can never get the same person or manager when you call I was pretty furiousthe last representative that I talked with tried to help me and I asked that he call the service guys and see if they can get someone out that day, I was again told Tuesday 12/was the earliest I finally was so sick of dealing with them I told them to just pick up the washer and dryer so I wouldn't have to deal with them again I told the rep he would have to schedule the pick up on that following Saturday because I was not going to take another day off work to accommodate themthe rep scheduled the pick up for Saturday 12/I received a call on Monday 12/stating they had a pick up for me on Tuesday 12/from 4-6pmI called and spoke to the rep and I told them that was fine that my husband should be home I told the rep I had asked for them to pick them up on 12/not 12/ On Tuesday 12/I get a call that the pickup apt was cancelled due to weather and my appointment had been moved to Saturday 12/ I told the rep well I don't have a choice do I for them to come pick them up on 12/ They picked up the washer and dryer on 12/They refunded the W &D however charged me delivery fees, I spoke to the Sears manager and after our conversation I was told that my account will be refunded for the delivery feesI did purchase another washer and dryer thru another company that was great and their customer service is spectacular I will never ever purchase anything thru Sears again due to this experienceThere customers service team is absolutely horrible and the Sales team at the Aurora, Colorado location is not experienced with the items they are selling

October 2,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No:
Revdex.com File No: 94570809/ ***
Via: Revdex.com Website
Dear Ms***,
This letter
serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Mr***We have advised Mr*** that we do not offer continuous discounts for senior citizenship or military affiliationWe are currently reviewing the remaining points of Mr***'s complaint and will provide an update once we have reached a determination
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-222-extension 5552, or via email at Heather.***@searshomepro.com
Sincerely,
Heather ***
SHIP/HI Regulatory Complaint Specialist
cc: Robert *** via 1st Class Postage

October 2,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint
regarding her allegation that she incurred water damage to her basement stemming from the washer connection performed by delivery
Upon receipt of *** ***s complaint, we reached out to *** *** Service Recovery Specialist for Delivery, to assist with *** *** concerns*** ***, along with Market Manager *** ***, researched and discovered that claims were opened for *** *** complaint; Claims *** *** *** The delivery was completed on August 15, and our records indicate that on August 21, the carrier returned to determine the source of the leak that *** *** reported*** *** confirmed that the units were both returned on August 26, and a refund was issued to *** *** on September 2,
Both are claims have been closed, with Claim *** providing the most recent update on September 9, stating that the member, *** ***, had bad valves which are no fault of the (delivery) teamThe delivery carrier has denied the damage claim and a denial letter was sent to *** ***If *** *** has any questions regarding her damage claim, she may contact Market Manager *** *** at *** *** *** *** *** *** Since we have addressed the issue brought forth in *** *** complaint, we have closed our file
Again, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
*** ***
***

I made a purchase on 5/26/of a washer and dryerI received a confirmation that my delivery would be on the date that I selected 5/31/Upon checking my online profile to verify delivery date on 5/30/16, I noticed that the delivery date was scheduled for 6/4/I called to inquiredWas informed by multiple employees that I "must be mistaken" and since my proof was on a computer currently in another country that there was little that could be doneI was informed that once my "proof" arrived back in the United States that I could contact them for further helpI contacted Sears the first time 6/9/I have yet to receive anything except the run-a-round from the delivery departmentMy washer and dryer have already been deliveredAlbeit several days lateWith no response from Sears to my repeated attempts to make this right

I purchased a mattress from Sears and after sleeping on the mattress for a few nights we decided that it was too hardOur initial request from Sears was to replace the mattress with another mattressHowever, after dealing with their cumbersome exchange process, we decided to just ask for a refund
Well, it has been almost four weeks now since they picked up the mattress from our home and I still have not received my refund check of approx: $This refund was after a 15% restocking fee and delivery return charges
I have been on the phone numerous times with different customer care representatives and they have all given me one excuse or anotherOne said it was mailed to the wrong address, one said that they should have direct deposited the funds, and others have just said the check is in the mail
Well, at this point I am never shopping at Sears againAnd, every day that I don't have that money in my bank account, I will be writing a bad online review of Sears Corporation
My advice to other consumers, DONT shop at Sears, especially if you are shopping for mattresses

June 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a recent order We would first note that Ms*** order was placed through one of our Marketplace vendors, *** As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. In the case of this sectional, it seems the wrong item and price was listed inadvertentlyRegardless though, the merchant clearly did not have any intent to sell the entire sectional at such a substantially reduced priceWe would it assume it was an error and do not find that it is currently listed for that amountAs we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. 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: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN 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 HEREINPlacing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” As illustrated above, any disputes Ms*** may have with her order would need to be addressed with the seller, *** In the interest of consumer satisfaction, a full credit was issued to Ms*** account on June 2, with the understanding that she would return the old itemHowever, now that Ms*** account has been refunded, she is refusing to return the item until she gets the vacuum cleaner she wantedThe seller is not obligated to grant her request according to our disclaimer, which was listed aboveIf Ms*** does not use the return label she was sent to ship the item back within business days, we may be forced to reverse the credit she was issued since she cannot keep an item that she has not paid forMs*** may contact *** at *** *** or via email at *** during business hours if she has any further questions As this decision is in accordance to our posted terms and conditions, we have closed our file 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 *** *** ***

November 25, 2015Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #10973973- Stella
*** Dear Mrs***:We have completed our investigation of Ms***’s
complaint regarding a recent order
On Cyber Monday, millions of shoppers use the internet to
purchase goods in large amountsWith such traffic, it is possible that there
could have been an errorIt is also possible that the sale was only valid for
a certain period of time and it was still in the process of being changedWe
will investigate the matter to determine what occurred Regardless, we apologize for any inconvenience
Ms*** may have experienced and we value her patronageAlthough we are not
required to honor that price if there were a pricing error at fault according
to our Terms of Service, we have added $worth of points to Ms***’s
SYWR account as a courtesyShe should be able to see and use these points
within business hoursIn light of the aforementioned information, we respectfully
ask that this matter be considered closedAgain, 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,Tammie ***Regulatory Complaint Specialist *** ***Tammie.***@searshc.com

Initial Business Response /* (1000, 10, 2015/07/23) */
July 23,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of Ms*** complaint regarding
delay in receiving her purchased appliance
We apologize that were not able to meet the delivery date that Ms*** was provided at this time of deliveryAfter reviewing Ms*** complaint and our records, we were able to determine that due to the manufacture not being able to fill Ms***' order, the delivery date was rescheduled on several occasionsWhen the delivery was finally confirmed from the manufacture and scheduled for Ms*** on July 2015, the appliance arrived with cosmetic damageWhen we contacted Ms*** and unfortunately, Ms*** decided to cancel her entire orderFor any inconvenience this may have caused, we issued Ms*** $in gift cardsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation on but understand if this is not possibleAt this time, we have closed our files
We 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
Direct XXX-XXX-XXXX
***@searshc.com

I believe Sears' delivery service to be the worst on the planetI purchased new appliances for an empty home weeks before I moved in, May 5thThe delivery was set for the earliest possible date, May 17thI wasn't happy but accepted living without for a few daysInstead of the delivery being made , they pushed all out to June 14th because the dishwasher is on backorderThey never informed me nor the salesperson at the storeI found out the day before when I called for a time
In order to expedite delivery, my order was rewritten and split into So the first delivery was made May 24th; finally the electric range, washer and dryerWell, they didn't bring the proper power cordThey had dryer cordsSo I still can't cookThey didn't hook up the dryer at all and they left dryer manuals and none for the washer
I can't wait to see what happens with the rest of them

*** *** Revdex.com">North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** Dear *** *** We have completed our investigation of Ms*** complaint regarding the service on her refrigerator After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigeratorMs*** requested the same model refrigerator and we have processed the exchange with delivery set for March 19, Ms*** has been provided with my direct contact information if she is still in need of assistanceSince it is our understanding that this resolution was acceptable to Ms*** we have closed this complaint We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Complaint: ***
I am rejecting this response because:
It is unfortunate that this is what Sears as a business has come too After, working with the company for seven years back in the 1990's in there lawn and garden and sporting goods dept We always held the true the customer was always right Which made Sears a powerhouse of quality and service I guess those days are over if you can not honor my simple request I will now base the company on bottom line pricing Thank you for taking the time to review my concerns
Good Luck,
*** ***, previous customer

Revdex.com:
Although we are very disappointed in this response, we realize that we have no recourse Very tricky, clever & interesting logic utilized on the part of the big corporation So, we will just let it go at this point Consider the matter closed Our thanks to the Revdex.com for trying to get Sear's to do the right thing
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * *** ***

Sears has made several promises to me over they past few days to fulfill a very important order that they've had a month to get to me and all I get are empty promises like:
Koren Ann M (20:14:GMT) : I agree, this is not your fault, GregWe allow this vendors to advertise on our website to provide broader assortment of products and features to meet the needs of our customersThis is not the experience we want you to have and rest assured that this case will be escalated and that we will not stop until we made sure that you get your item by 12/07/It is 12/07/and I do not have what I orderedI don't even have a tracking numberSears should avoid making promises in the future and tell their customers, "You may get it in a timely manner or you may not."

April 11, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order and request for a refund We would first like to apologize for any inconvenience *** *** experienced with this orderAfter reviewing the notes in her order we found that the entire order was cancelled on March 22, Sears Online attempted to issue a refund by March 29, 2016, however the credit did not bridge to her accountSears Online reprocessed the refund on April 5, 2016, under return receipt number *** A credit of $should post to *** *** account within to business days from April 5th. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Finally, 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 uponIn the interim, we have noted *** *** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** ***
class="InsideAddress"> Dear Ms*** We have completed our investigation of Ms*** complaint regarding service for her dryer We would first like to point out that *** *** *** *** (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract With that being said CCHS informed Sears that the repairs on the dryer were completed by a third party service technician; a gas valve and control board were replacedSince it is our that Ms*** dryer was repaired and we have noted her candid feedback we have closed this case We apologize to MsSadler on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her dishwasherSears Home Services will be servicing Ms*** today, September 28, We will provide an additional update once the issue has been resolvedWe apologize to Ms*** 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 ***