Sears Holdings Corporation

January 21, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** * * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his oven Upon receiving Mr*** complaint on January 18, 2016, we confirmed with the local service unit that he was scheduled for service on January 20, 2016. On the date of service, Mr*** was not present, but his grandmother was there to supervise the service. The technician spent nearly an hour putting the oven through the cycles and tested the temperature to make sure it was heating properly. He found nothing wrong with the oven. At this time the service order has been closed as complete. If Mr*** has any further questions or concerns he can call Customer Advocate *** *** at *** *** In the interim, since the technician has determined that the oven is working in accordance with the manufacturer’s specifications, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** 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 refrigeratorSears has approved the in warranty exchange of Ms*** refrigeratorWe have emailed Ms*** to advise that Sears item # *** is available for delivery on Tuesday, August 30, As soon as I hear from Ms***, I will process the exchange and have delivery scheduledWe will provide an additional update if necessaryThat said we ask that this complaint be closed pending further contactWe 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 ***

October 21,
Nita Virghes
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding her dissatisfaction with the delivery delay of her online order and her request for a full refund
Firstly we would like to apologize for the inconvenience and disappointment tha* *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
According to our records, *** *** order was shipped on October 4, and the information we received from the vendor noted tha* *** *** should receive the package by October 8, *** *** called us on October 5, and requested the expected delivery date, and our records still indicated that the expected arrival date was October 8, However, when *** *** called us again on October 6, 2015, the *** tracking information indicated the expected delivery date was set for October 12, *** *** indicated that she would be out of the country on October 12, *** *** informed us that she had contacted *** and she was instructed to contact SearsWe sent *** a delivery change requestThat same day, we received a response from *** that it's literally impossible to change the delivery because it's ground transportationGround packages are transported via tractor trailer or rail car, and are not accessible during transit*** does not have a way to change the type of service or speed up the delivery of the packageDue to the delivery delay, we issued *** *** a credit of $to her credit card ending in ***On October 7, *** *** called us multiple times and requested that we cancel the order and issue a full refund*** *** was informed several times that an order cannot be cancelled once it has shippedShe was instructed to either refuse delivery or take the order to her local Sears store for a full refundShe was informed that we would not issue a refund until the order is returned
According to *** notes, on October 9, *** *** requested to change the delivery of the package to the *** *** *** for pick upThe package arrived at the *** *** on October 12, and *** *** signed for the package on October 18, As far as *** *** request for a refund is concerned, we did not find that this was warranted, particularly since she was issued a discount for the delivery delay and also receive the orderAs this decision is commensurate to the circumstances, 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,
*** ***
*** *** ***
*** *** ***
*** ***
***

January 27, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and non-receipt of an item she ordered from sears.com and one she ordered from a marketplace seller hosted on the sears.com website It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $was issued to her *** account ending in *** on December 30, 2015, for the Craftsman drill ordered from Sears, and $was issued to her *** account on December 21, 2015, for the Dirt Devil Junior Lights Sounds Upright Toy Vacuum Cleaner she ordered from a seller hosted on the Sears website. We would also like to offer Ms*** a $gift card as an apology for this issue. She may contact Regulatory Complaint Specialist *** *** at *** within thirty days from the date of this letter if she would like to accept. In the interim, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 pending Ms*** response, since we have noted her comments and an equitable resolution has been proposed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***

July 25, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding the charge for a recent service call on his oven/microwave and his request for a refund At the time Mr*** called to schedule service through Sears Home Services, he was apprised that since his oven/microwave was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair estimate is accepted, a fee is dueAlthough we are within our rights to decline Mr*** request for a refund, we have processed a credit request in the amount of $as a one-time customer courtesy. The credit was requested on July 25, 2016, so Mr*** can expect to see it post to his *** account ending in *** in approximately five to seven business days from this date. With that said, since we are providing Mr*** with his requested resolution, we ask to have this matter closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

November 28, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * ** *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent
online order experience and non-receipt of a
refund.We would first like to apologize for any inconvenience
*** *** may have experiencedWe can understand his frustration with the
series of events detailed in his complaintAfter reviewing the notes in his
order we confirmed that the order had been returned to Sears’ warehouse on
November 23, According to Sears Online a refund had already been
processed back on November 13, Additionally, we hope that in the future *** *** ***will allow us another opportunity to provide him 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 closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation

December 10, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #*** * *** ***Dear Ms* ***We have completed the investigation of Ms*** complaint regarding the purchase of her
tires that do not hold air.Upon receiving Ms*** complaint, we escalated her concerns to *** *** District Service Manager. Mr*** called Ms*** and apologized for her tires and offered to replace her tires to which she accepted. That being said, because we have provided Ms*** with her requested resolution, we respectfully request this complaint be closed.We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***Regulatory Complaints Specialist***

SEARS STOLE $FROM US!!!! DO NOT USE
On 8/a service call was scheduled and made:
- Tech diagnosed issue and explained he would need to order parts to fix the problem
- Tech explained it would be days until he had another apt to install said parts
- I paid 1/of the parts and labor which came to approx$
- Parts arrived at my house on or about 8/20...at no time was I told these parts would be sent to my home so I had no idea what they wereI assumed their purpose and set them aside while I waited the until 8/for the tech to return
On 8/the same tech returned to install the parts:
- Tech installed the parts and charged me the remaining fee of approx$
- Upon further review I realized the ice maker was not working and the fridge and freezer both seemed to still not be getting cold enough to store food
- I called the tech directlyHe told me he sometimes forgets to reattached the ice maker and that it was easy and I should hook it back up myself because he was too busy that day to come back out and FINISH HIS JOB
- I had a business trip and when I returned (after plenty of time to give the refrigerator time to "cool down" I determined it was not fixed and called again to have the tech return a 3rd time
On 9/a 3rd service call was made:
- A 2nd different tech arrived and diagnosed that the problem was unfixable and the unit would need to be replaced
- He explained that the 1st tech should not have ordered the parts as he misdiagnosed the problem and the unit never fixableSomething I would have enjoyed knowing back on 8/so I wouldn't have gone a full weeks with no refrigerator
- He then gave me the number to customer service and said call them and ask for a full refund, "I'm just a lowly technician they are god and can authorize it." were his exact words
- At no time did he tell me the parts would need to be returned to get said refund, OR did he offer to take the parts out, since he was already there
9/I placed a call to customer service to request a refund:
- The customer service rep was very rude from the beginning of the call
- The rep said that in order to receive a refund the parts would need to be returned, which I explained was impossible since the old unit had already been taken away earlier that morning and no one had told me that until now!
- I actually offered to try and contact the delivery company to gain access to the unit and attempt to extract the parts myself if possible....the rep told me NO, a new service call (which would be the 4th one) would need to be scheduled so a tech could remove the parts
9/My Wife called to talk to customer service because I was frustrated:
- She was told by the customer service rep that we were due a refund but that the case would be sent to an offline evaluation team and we would hear back in a week
- We never heard back from anyone!
9/I called customer service to try and find out the outcome of the offline eval:
- I was told by a very polite customer service rep that a mistake was made, and the case was sent into the wrong queue of the offline eval team which is why we had not heard back
- She took all of the information from me again and promised to send it to the correct offline evaluation team this time
- She also said the case was very incomplete in terms of the notesSpecifically that ZERO notes were inputted by EITHER service tech of the visits, and that the notes inputted by the 1st customer service rep I spoke to were vagueVague? I would call them grossly inaccurate based on my responses to the notes above!
9/I received an Email from the Offline team:
- Email said they would offer a $refund
- I was out of town when the email came in and decided to deal with it after the weekend
9/I called the number to reject the refund and was met by another rude customer service rep:
- Rep explained the case was sent to the offline team and their decision was final
- I explained I did not agree with their decision and asked for the number of the offline team and she refused to give it to me
- I asked to speak with her supervisor and she said there was nowhere to elevate my call
- I told the rep, then she must be the boss and therefore the one I needed to speak to because I was not accepting this and needed someone with the authority to make this right decision
- Rep told me she was not the boss but that she would not transfer me because there was no one to transfer me to
- These seemed like outright lies to meI refuse to believe that a customer service call center is operating without any supervision
- The rep continued to try to offer me the $refund even though I had already declined it explaining given the circumstances it was completely insulting and unacceptable
- I explained I was going to seek legal action and asked again for a name to address the demand letter
- The rep gave me the Sears corporate address with no name or dept

From: *** *** ***
Sent: Monday, October 12, 10:AM
To: Revdex.com Ask
Subject: SEARS
THIS LETTER IS IN REGARDS TO A COMPLAINT THAT I SUBMITTED REGARDING SEARSTHEY CAME TO MY HOME ON THE 26TH OF SEPT TO REPAIR MY REFRIGERATOR AND IT STOPPED WORKING AND THEY DID NOT SEND ANYONE BACK OUT UNTIL THE 8TH OF OCTOBERBECAUSE OF IT TURNS OUT THAT THE PROBLEM WAS THE FQAULT OF THE REPAIR MAN I BELIEVE THAT MY GROCERIES THAT I PURCHASED ON THE 27TH IN THE AMOUNT OF $SHOULD BE REIMBURSED BY SEARSBECAUSE I STILL TO THIS DAY HAVE NOT HEARD ANYTHING FROM SEARS ABOUT ANY OF THIS, THIS IS WHY I AM AGAIN WRITING YOU REGARDING THIS MATTERTHE REPAIR MAN THAT CAME ON THE 8TH SAID THAT THE FAN WAS NOT PLUGGED IN AND THAT IS WHY IT STOPPED WORKINGCLEARLY SEARS IS RESPONSIBLE, AGAIN SOMETHING THAT IF THEY HAD SENT SOMEONE RIGHT AWAY IT COULD HAVE PREVENTED ALL OF THIS
THANK YOU
*** ***
***
*** *** ** ***
*** *** ** ***@thefirstRevdex.com.org>

I purchased a $item from Sears, and not used to their billing cycle, I missed the paymentI got the second bill, which they charged a $Late fee and $interest, making the total $That is Usury

February 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: #*** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a recent transaction While we try to make interactions for our consumers as painless as possible, our registers will not allow us to key in an account number; it must be scannedIf Ms*** magnetic strip is worn out, she may want to consider having her card replacedHad the magnetic strip been active, it seems that we would have provided a refundAdditionally, our Kmart website clearly says concerning price matching: “Price Adjustments for In-Store Kmart Purchases: Price adjustments will be given on prior Kmart in-store purchases that go on sale within days of purchaseYou must bring in your original sales receipt to receive the adjustmentPrice adjustments will not be given on online prices, door busters, holiday or seasonal merchandise or merchandise that is on clearance.” As you can see, online prices are not matchedWe would be willing to examine the matter further if Ms*** would email a copy of her receipt to: *** or fax it to (*** ***However, we want to also point out that our return policy also notes: “No returns on Valentine, Easter, Christmas, and Halloween product after the holiday.” Ms*** was trying to return a Christmas sweater on January 9, 2017, which is clearly after the holiday; therefore, we are not obligated to provide anything at this point in time, but may do so as a courtesy In 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 *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThe matter has been solved. Thank you for your support and encouragement to get this issue resolved
Sincerely,
*** ***

I bought a mower on June 18th and used it times that seasonIn May I could not start the mowerSo I returned to Sears and had it repaired under warrantyI preceeded to use it approxiamately or times that seasonWhen I tried starting it in May it would not startI was still under warranty and repairs were made.I used it that afternoon and it worked fineI put it away and went to use it weeks later and it would not startIt was out of warrantyI have read many reviews and saw many videos on *** about the same mower and I believe tgat Sears is knowingly selling faulty merchandiseI'm putting posts up to get info from other people to get a class action suit started against Sears Holding IncorporatedI paid for a product,like many other and we were sold faulty equipment

Ordered a product from themGot the box but the box was empty (still taped and everything) They are refusing to do anything about itIt's dollars but that's not the pointThis is theft!

April 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * ***
*** *** *** We have completed the investigation of *** *** complaint regarding his
dissatisfaction with our appointment availability in his area for the repair of his tractorUpon receipt of *** *** complaint we reached out to *** ***, District Manager for Service Unit *** to assist with *** *** concernsRegrettably, there is not a certified technician in *** *** area to service the tractor*** *** reached out to our territory management team and arranged for a technician from a nearby route to service *** *** tractorWe contacted *** *** and he accepted service on April 28, According to the technician’s notes, the tractor repair has been completedWith that being said, since we have addressed the issue brought forth in *** *** complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely,
*** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Complaint: ***
I am rejecting this response because:
There was no way for me to get the items I ordered and installed for the price I was givenThe manager would not honor the price they charged and I was told in order to get what I ordered it would cost about $
Sincerely,
*** ***

May 24, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and alleged failure to provide a full refund for her cancelled order It is unfortunate that we failed Ms*** expectations when she cancelled her refrigerator order from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Ms*** local Sears Store revealed that Sears Delivery cancelled the refrigerator, which resulted in a refund for this item, but did not cancel the Protection Agreement she purchased for the refrigerator. Therefore, on May 12, 2016, Ms*** account was refunded for this portion of her purchase. Ms*** is welcome to contact *** *** at *** *** if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced We respectfully ask to have this matter closed, since we have noted Ms*** 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 *** *** *** ***

Complaint: ***
I am rejecting this response because:
I thank the Revdex.com for taking time to look into this situation:
It is unbelievable how Sears can deny that they did not deliver this refrigerator and haven't bothered to show proof of who signed off for the receipt I am sure they just didn't drop it off at the doorThat said, I wished I had looked at all the complaints on Sears Community web page, where people express horrendous disappointments with Sears and their delivery service But I will further this investigation
Sincerely,
Sara Pomare ***

I have been trying to call Sears for a bad Washing Machine I purchased I have been put on hold for minutes (and still holding) for several days No human contact except to tell me they cannot come out to fix machine and wait on hold for a solution I bought a contract for repair and they will not fulfil it

I placed an order for a Craftsman work bench on December 12thThe confirmation email I received said my order would be ready for in store pick up on December 16thThis is a Christmas gift for my boyfriendWe just purchased a home and are customizing the garageThe plan is to order everything from Sears (new tools included), but now I am second guessing thatThe 16th rolled around, and I did not get a call or anythingI called the store and was advised to call the distribution centerThe first gal I talked to was very unhelpfulShe told me that my order will not be in until the 29th, and that I should cancel my order all together if I am unhappyI then asked to speak with her manager, DevonHe was very helpful and a pleasure to speak withHe informed me that my order would be in on the 29th and is taking 15% off my order upon pick upThe 29th approached, and I did not get a call I called the store and was informed that the store does not receive trucks on Thursdays and that the next truck is on the 31stI called the store when they opened on the first and spoke with Matt in toolsHe was very nice and ran downstairs to check on my orderHe then let me know that the order was in fact in, and the truck would start to be unloaded at noonWe were going to Sears on Sunday to spend some Christmas money on tools for our new garageWe spent $that dayWe were then advised to head downstairs to the merchandise pick up and could get the workbenchAfter speaking with the girl in the merchandise pick up department, she informed up that only half of the work bench was inThe rest of it is currently on back order and will not be in until the end of January if not laterAfter speaking to a manager who could not help us, Heather *** another store manager, came and spoke with usShe was very nice and said she would get to the bottom of when exactly it would be inShe promised several times that she would call me on Monday (January 2nd) with and updateI have still get to receive a callI contacted the store and she was unavailableI then proceeded to write an email and got a response backWas told that someone tried calling me and apparently my voicemail prompts you to not leave a message- completely not the caseI gave it some time and called back earlier last week for an updateWas told that it still it on back order and would not be in until the end of the month or beginning of FebruaryYesterday afternoon I received a voicemail stating that my order was ready for pick upI called the store back countless times during the afternoon yesterday and eveningI could not get a hold of anyone in merchandise pick upI again called today and finally got a hold of someone around 3pmThe girl I spoke with could not find anyone in that departmentShe was able to look up my account and was not sure why I got the callMy order is still not inI called the corporate office after that and had to wait some time to get a hold of someoneOnce I got to speak to someone the line was disconnectedI then called back, had to wait forever again to get a hold of someoneWhen I spoke with someone, she was very helpfulSaid I needed to talk to the online departmentShe transferred me, and I was in hold for quite some timeThe line then disconnectedI called back and got someone in the online departmentThe girl really could not help me so she forwarded me onto a case managerThe case manager looked into itHer suggestion was so cancel my order and then reorder itThis made no sense as the order would still be available until the beginning of FebruaryAfter going around and around with her letting her know that I am not canceling the order she told me she would give me 10% off once I pick itI again explained that I'm already 15% upon pick up and that 10% is lessShe said the most she can do is15% which is not worth the amount of time that I have had to deal with thisIf all of the stores and company operate like this, I'm not surprised that they are closingI'm really looking for answers on why it's taking so long and what exactly is going to be done for the inconvenienceI'm going to be sure to share this experience with anyone I come into contact withI am in sales and could not imagine giving a customer such a horrible experience and run around