Sears Holdings Corporation

My complaint is against Sears.com On January 29, I ordered a Hoover Vacuum, Order No*** They said it would be delivered on February 9, It was not delivered on Feb 9th and when I tried to track it, the tracking nowas wrong I have called customer service every day since Feb 9th and have not received any resolution to the problem In fact, they don't know anymore than I do as to where the merchandise isHowever, they were very quick to take my money Finally, today, out of desperation, I demanded a refund because *** will be billing me shortly and I don't want my credit hurt because of Sears In all my calls to customer service, talking to reps and manager, not one of them has emailed me or called me back in days I have not received a correct tracking number and I have just been ignored I can remember when Sears was the place to shop, especially for appliances and tools, however, not anymore I will not step one foot in Sears or Kmart again I demand a refund immediately

May 24,
class="InsideAddress">
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
*** *** * *** ***
Dear *** ***
We have been unable to complete the investigation of Ms*** complaint regarding her recent visit to one of our auto centers
Upon receiving Ms*** complaint, we escalated her concerns to *** *** Auto Center Manager of unit# ***. Mr*** has attempted to reach Ms*** telephone and has left contact information on her voicemail; however, at this time she has not responded. We are unable to resolve Ms*** issue until we have the opportunity to discuss the matter with her. She may contact Mr*** at *** at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider Ms*** matter closed, pending her response
We apologize to Ms*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

November 3, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** ***We have completed our investigation of *** *** complaint regarding her
dishwasher.It is unfortunate that we failed *** ***s expectations with the installation of her replacement dishwasherWe value *** *** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure *** *** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret any inconvenienceOn receipt of *** *** complaint we found that she had been in touch with the general store manager, *** ***, he confirmed that the new dishwasher was installed and is working wellIf *** *** is still in need of assistance she can contact *** *** directly at *** We have closed our case, since we have installed a new undamaged dishwasher and noted her candid feedback.We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ** *** *** *** *** *** ***

January 16, *** ***
class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Duct Cleaning Upon receiving Mr*** complaint, our office contacted *** *** with Sears Duct Cleaning for assistance. Ms*** subsequently spoke with the local office regarding Mr*** concerns. They responded with the following information. On December 5, 2016, the technician cleaned the dryer vent that exited out of the wall. The outside dryer vent cover was cracked and Mrs*** who was present, was made aware of thisOn December 8, 2016, Mrs*** called the local office to complain that the technician did not vacuum nor clean out her dryer. It was explained that we do not clean nor work on dryers; we only clean the dryer vent. Additionally, she asked to have the dryer vent cover replaced at no cost to her. At this point, Mrs*** asked for a refund. Accordingly, her concerns were forwarded to the manager, *** *** to address. Mr*** subsequently tried to reach Mrs*** several times and left his personal cell number. However, she never called Mrs*** is refusing to allow a follservice; thereby, not permitting Sears Duct Cleaning to re-evaluate the dryer ventUnfortunately, under the terms of Sears Satisfaction Guarantee, Sears must be permitted to inspect and remedy any consumer’s concerns. Without this opportunity, no accommodations will be considered. Since Mrs*** has refused to schedule a follappointment, no refund will be provided. As this decision is final and commensurate to the aforementioned Sears Satisfaction Guarantee, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

May 11,
0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * ** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding his refrigerator that he feels is refurbished
We have received Mr*** complaint and apologize for any confusion with regards to his refrigerator. Our appliances are all sold as brand new unless specifically sold as a used item. In Mr*** case, he purchased refrigerator item# *** which is a brand new appliance. While we understand his concerns, we have no indication that his refrigerator was ever owned before as all evidence points to the contrary. We are happy to have a technician look at Mr*** refrigerator to which he agreed and states that he will call Sears when he is able to have someone at his home. That being said, because we have addressed Mr*** complaint, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***

June 28,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the refund he was told he would receive and his difficulty in having this processed
We apologize if it seemed to Mr*** that we were trying to deliberately make the refund difficult for himAt issue was the fact that the day the technician apparently gave Mr*** a copy of the CWO form, the technician canceled the call out which meant there was no monetary screen captured showing that a refund was to be issuedAdditionally, since the call was closed out like it never happened, there were no notes indicating that the technician had removed the parts and that a refund was promisedWhat normally happens is that the service order is closed out as an “estimate declined”, the technician would note in the comment area the further issues that were discovered, that additional repairs were declined, and that the previous parts were removed, and then the monetary piece would have been filled out showing a refund for everything except our non-refundable trip/diagnostic feeThe technician then would submit a copy of the CWO form in his envelope that is mailed back to our billing groupOnce the billing group receives the form, they verify the info the technician was supposed to put into the system and then the refund is issuedThe whole process can take a few weeks since it takes time for the billing department to get the mailed form and then have it processedTo expedite the refund, our customer support group can normally go ahead and process the refund, as long as they can see the dollar amount of the refund that was promised and that the CWO form was sent in
As we noted, the breakdown was that the technician did not put in the required information and the monetary screen was not filled out with the amount that was to be refundedThis is why Mr*** was asked to send a copy of the CWO formThe initial copy sent was in a format that either used a program to open it that our front line agents did not have, or the file was too big to openWhen Mr*** sent the documentation again, this time via fax, it was received just fine on June 19, 2016, so he was contacted to call us back with his full account number so that the refund could finally be processed He called back on June 20, 2016, at which time the refund was processed back to his credit cardHis card issuer should have then posted this refund within 1-days after that, depending upon their policies governing refundsWith that said, since Mr*** did finally receive his requested resolution, we have closed our file
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,
*** ***
Team Manager, Regulatory Complaints
*** *** ***
Fax ***
***

Purchased a *** elite fridge from sears over a year ago with extended warranty Tech found wiring harness in back of fridge was badThis was NOT a replaceable part and was told by the tech that the fridge would have to be replacedHe was told by sears to cut the wiring harness and rewire it The tech with over years experience told them he had NEVER done that kind of work on a fridge before and was very upset about itI complained to sears about this but was told there was nothing they could doThis was a shoddy fix and I refused to sign any paperworkNow I have a fridge that was NOT fixed correctlySo much for an extended warranty meaning anything Horrible experienceweeks of it being broken and two different techs out that couldnt fix itThen have them do something that even the tech didnt want to do

I bought a new 27CC *** (Sears) Weed wacker plus attachments months ago from Sears In Cape Coral, FLI wanted to get it serviced but today I learned Sears is no longer providing service for this productAfter only one year?
We will not ever buy anything from Sears again!!!!

Complaint: ***
I am rejecting this response because:
I told the lady that called me that someone came in because the red light that had been on after the 3rd visit had gone off In discussing with my family, I found out that no one was actually called that the light went out by itself Sears can come in to verify this themselves The service company that came in from Sears had mentioned there was another part they had to bring in to complete the workThat has not been done They were trying to come in this week but I have not heard or gotten any calls If Sears want to shift the blame and defer liability there has to be a reason why but I am opened to an independent investigation to confirm if an outsider actually worked on this ONCE AGAINI AM REITERATING THE FACT THAT NO OUTSIDE TECHNICIAN HAS WORKED ON THE REFRIGERATOR SINCE PURCHASED BESIDES SEARS The Red light went off by itself which then allowed the refrigerator light inside to work and does not cut off and stop Since this happened, we had to turn the refrigerator to the coldest temperature to get the food cold inside SO I DISAGREE WITH SEARS on the response they have givenIt is also a slap in my face when such a big organzation does not have remorse or even try to apologise to the inefficient service that has been rendered so farThe unfortunate thing is that 90% of all our household appliances were purchased from Sears and with warranty This warranty is a rip off if it is taking over a month to repair a refrigerator which is a basic neccessity in any home This organizatoin or her rep has not apologised for the inconveniences, inefficiencies and the loss of things we experienced but are talking about warranty no longer in effect...THIS IS RUBBISH & UNACCEPTABLE AND WE WILL TAKE IT TO ANY LENGTH UNTIL THIS MATTER IS RESOLVED
Sincerely,
Mojisola ***

Carmen M*** *** *** ***
***@aol.com
September 18, Sears
Consumer Complaint Division
To Whom It May Concern:
Re: Service
On September 17, 2016, I bought, an Iron (a Rowenta) at the Sears Located on Cross County, YonkersAt 4:PM(the reason I did not return the damaged goods the same day) The first indication that I should have left without the iron was, when they ran it up the price came up as $ I told the cashier that the price on the shelving was $The cashier called another young men over for help the young men checked the prices on the shelf’s, and said that they had been placed in the wrong place but that they would honor the price because they had miss labeled them He also pulled the incorrect price tag from the shelf and brought it over for the cashier to scanned I paid and went on my wayAll would have been avoided, but unfortunately for me, what I found in the box was an old used IronThe cord was dirty the tip have been damaged, and for whatever reason I actually tried to turn it on, needless to say your product did not performed at allI am extremely disappointed because as I tried to return the iron today, September 18, (less then hours) because the label on the box of the iron and my receipt did not match, I was treaded as if I had switched the Iron And tried to return an old oneIt took over one hour of explaining a team of four Supervisors, Managers, and Security, yes Security, to figure out the cashier that have processed my purchases yesterday was on break and so I had to wait for him to return, so that he could be also be interrogated about the purchaseFinally the young men returned form his break, and confirm exactly what I had initially told themTo resolve the problem, I would appreciate your assistants in training your Managers, to treat people with a little more respect I will certainly Never step foot in a Sears againAnd for anyone who shops there please open your boxes prior to leaving the store Make sure you have the item you are purchasingAvoid being belittle, and embarrassed in front of other peopleI do not look forward to your reply nor a resolution, I will however be seeking help from a consumer protection agency and the Revdex.comSincerely,
Carmen M***
Cc: Rowt

August 30,
*** *** 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 on his refrigerator
Upon receipt of Mr*** complaint we reviewed the service orders and case notes related to his refrigeratorAccording our records, on August 29, contacted Sears Home Warranty customer service regarding his refrigeratorDue to the multiple repairs, Mr*** was provided a $voucher towards the replacement refrigeratorWith that being said, since we have provided Mr*** with his desired resolution, 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
*** *** ***

December 2, 2015Nita *** Revdex.com North Wabash Ave.,
Ste#2006Chicago, IL 60611Re: Johanna *** - # 10951255Dear Ms***,We have not completed the
investigation of Ms***’ complaint regarding her
range.Ms*** is currently
scheduled to have a technician examine her range on December 4, Due to the time constraints, we are submitting
this pending letter to advise you of our intentions and to request additional
time to address this matter. We are confident that the repair will resolve
the issues with Ms***’ range, but we ask that this case remain open,
pending the completion of Ms***’ repair.
Thank you for your patience.Again, we apologize to
Ms*** and we appreciate the opportunity to address this matterSincerely, Melissa *** Regulatory Complaints
Specialist

*** *** 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 dishwasher and refrigeratorOn December 9, 2016, a Sears Home Services technician installed a previously ordered motor and pump assembly and control pane into Ms*** dishwasherThe unit was tested and was found to be operating as designedOn December 27, 2016, Sears approved the replacement of Ms*** refrigeratorInstructions regarding the authorization to replace were emailed to Ms*** so she could go to her local Sears and select a replacement refrigerator Since we have noted the completion of the repairs to the dishwasher and the authorization to replace the refrigerator, we ask that this complaint be closedWe 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 ***

December 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her Shop Your Way Rewards (SYWR) account and a refund she received recently According to our records, Ms*** earned $in surprise points on her initial orderIn order to qualify for those points, you had to meet a certain dollar amountMs*** then used that $on November 8, 2016, on sales check for a pair of navy sandalsWhen she returned the merchandise from her original order, she no longer qualified for the $in pointsHad those points not been used to purchase the navy sandals, they would have simply been removed from her accountHowever, since the points had already been used and Ms*** did not have enough in her SYWR account to cover that amount, the value was deducted from her refundThis is in accordance with the terms of the SYWR program: “Any Points you earn on a Program-Eligible Purchase are deducted from your Points account if you return the merchandise, or cancel the service, comprising that Program Eligible Purchase, even if: (i) you have redeemed those Points prior to the return or cancellation, (ii) some or all of the Points deducted from your account are not related to the Program Eligible Purchase for which such return or cancellation is made, and (iii) the deduction from your Points account results in a negative Points balanceIn the event that the number of Points that could be deducted from your Points account as a result of a return or cancellation exceeds your current Points account balance, Company reserves the right to determine the Redemption Value of the Points shortfall and reduce the amount of your refund or credit for such return or cancellation by such Redemption ValueFor example, this would apply if you purchased an item for $and earned 5,Points, you redeemed those 5,Points on another purchase and then returned the $item you originally purchasedIf you still have more than 5,Points in your account, the Company will deduct 5,Points from your account when you return the $itemBut if you only have 2,Points in your account, the Company will deduct 2,Points from your account and may either (a) deduct the other 2,Points from your account to create a negative account balance of -2,Points or (b) convert the Points shortfall (2,Points) to its Redemption Value (assume it is $2.50) and deduct that amount from your refund, so the amount of your refund upon return is $instead of $100.” As illustrated above, the reduced refund Ms*** received was proper considering the circumstancesIn light of the aforementioned information, 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, *** *** Specialist, Regulatory Complaints *** *** ***

December 1, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re* *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and request for a return and 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 *** *** *** *** ***, *** ** *** and 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 Ms*** 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 merchandise was returned to the seller on Friday November 25, Accordingly, Sears Online issued a refund of $under return receipt number *** and $under return receipt number ***In closure, since a full refund has been provided to Ms***, 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

August 23, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her Sears Home Warranty First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we contacted our Sears Home Warranty group for assistance. Case Management Specialist *** *** responded that Ms***’s repair was delayed due to the issues in getting a compressorThe first compressor was shipped with a missing prong; the second compressor was shipped upside down and if installed, it would have contaminated the entire refrigerator; and the third compressor was the wrong model. A Bosch compressor was ordered and a Whirlpool model arrived in a Bosch box Therefore, in accordance with the terms of Ms***’s Home Warranty, she is being offered a $1,claim credit. Ms*** has left messages for Ms***, but it is our understanding that her calls have not been returned. If Ms*** has any questions regarding the aforementioned claim credit or has further questions regarding her Home Warranty, she will need to call Ms*** at (***) ***-*** extension ***, or she can email her at ***@cchs.com In the interim, since a fair resolution has been proposed that is commensurate to the terms of her Home Warranty, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

About weeks ago I bought a pair of shoes from Sears in Rochester NYOn Halloween I was walking with my son and I fell on or over something I fell hard and so did my little year old son because I fell on him Finally after we were able to get up and me not being able to walk , I realized the rubber sole of the shoe actually broke off I have not been able to work , my ankle is still very sore I called and reported this early last week and was told the Store manager would be calling me back within 2-days STILL have not heard from these peopleI felt like they thought I was full of crap , however , it was Halloween and many people seen me fall and know that the shoe actually broke I'm out a paycheck and a pair of shoesI called today and they couldn't even tell me who the STORE manager was All I know is they knew I was hurt , knew I fell on my son and STILL NOTHING !!! Are you kidding meGuess it's time to bypass the "Store manager" and just hire a Lawyer , I mean really ?

April 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her purchase Assistant Store Manager *** *** provided the following response: We have spoken with *** *** in regard to this issueUnfortunately, it seems that there was an issue with the pricingRegrettably, it was not handled properly at the time. *** *** went ahead and purchased the cheaper potting mix and has already used itAs a courtesy, we offered to put $worth of points in her Shop Your Way Rewards account and she acceptedShould *** *** have any further concerns, she 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 *** *** 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

May 25, *** *** Revdex.com
class="InsideAddress" "margin-left: 0.5in;">North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent visit to her local store We have spoken with our third party company that handles our store liquidation process and they provided the following response: In regard to Mr*** claim that prices were raised or that the ''bait and switch'' tactics were used, we never increase prices going into a liquidation salePrior to the start of the sale the store is locked into a category where no price changes are sent to the store from corporate like all of the others locations that are not being remodeled or closedFrom that point on, discounts are recommended based on the remaining inventory on hand and gradually increased in percentageThese discounts are taken off of the price that was in effect when the store began the liquidation processThere is a sign posted at the store noting that the location is undergoing liquidation and as a result, they would not be participating in any current advertised salesIt is possible that the advertised sale Ms*** mentions may have ended up being less at this time due to the fact that it may have been on sale and currently, the percentage off of the regular price may not be as great as the sale priceHowever, that percentage will increase with time if the item remains unsold There was another item Ms*** was interested in and when it rang up for more than she thought it was selling for, we went to find the other items like itIt turned out that it had been set down in the wrong place; likely by another consumer who lost interest in the item When Ms*** got to the checkout line, she started to raise her voice to the cashier and she was trying to get her to honor the incorrect price for the item that had been set down in the wrong placeWhen she declined to this, Ms*** became verbally disruptive and she threw her items down on the counterAt that point in time, she was asked to leave the premisesIn 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 *** *** ***

March 22, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her online order experience and request for a refund of $in points It is unfortunate that we failed *** *** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After forwarding this matter to our Shop Your Way Reward department, they were able to issue a refund of points as a gesture of goodwillThis amount should cover the points that were previously removedAdditionally, 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