Sears Holdings Corporation

Complaint: ***
I am rejecting this response because:
It speculates about the reason for the employees actions rather than dealing with factsIt does not answer my questionIt is a cookie cutter general responseSorry we did not meet your expectationsNothing concrete has been done other send me a phony baloney email
Sincerely,
*** ***

Revdex.com:
The situation was addressed by the manager, *** He was very professional and understanding when I returned to pick up the new batteryThank you to all at Sears and Revdex.com for helping me with the defective *** battery
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

June 17,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding his dissatisfaction with the customer service provided by the store when he attempted to return the tractor he had just purchased
Upon receipt of Mr*** complaint we reached out to *** ***, Store Manager for Store ***, to assist with Mr*** concernMs*** researched and discovered that the customer had not called the store, but had called delivery service when he had the problem with the tractorMs*** confirmed that the tractor had been returned to the store and a refund for the tractor was issuedOn June 13, Ms*** contacted Mr*** and apologized for any inconvenience this may have causedMs*** also agreed to reimburse Mr*** for the *** rental and he accepted the offerWith that being said, since we have addressed the issue brought forth in Mr*** 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
*** ***
***

Nita *** Revdex.com">North Wabash Ave., Ste#*** Chicago, IL Re: # *** - *** L *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding her dishwasher On receipt of Ms***’s complaint we found that she had been authorized for a replacement under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new dishwasherAt this time, since it was our understanding that this resolution met with Mr***’s approval, we have closed our file We apologize to Mr*** 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 512-*** direct Vanessa.***@searshc.com

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.
However, I do not understand the Sears response by pointing out disclaimers or ADVERTISING links to third party sellersIt was not an advertisement link or item that I ordered from a third party, but directly off the Sears websiteIn fact, I just revisited the Sears website, looking to see if I had missed a disclaimer, but only saw the MARKETPLACE GUARANTEE that I've copied from the Sears website and pasted below.
The response I received from the third party seller, *** *** LLC, on July 13, stated: "It appears the April contact date you are referencing is when you left us a seller reviewThis is not a form of contacting a seller and order issues cannot be resolved through reviewsIn fact sellers do not even get notified when buyers leave reviewsWe would have needed to be contacted through Sears messaging system, in which case we would have promptly provided return labelsThank you." However, it WAS the Sears message board review link, "Problem with order" I was using for all correspondence, both to Sears and *** *** The fact that *** *** LLC finally responded to me, on the very same message board as my first complaint, would reveal that they could see all the messages in chronicle order, as I could see them posted on my message board It is also discouraging that Sears "Marketplace Guarantee", as stated below, Guarantees they will step in and help if a customer isn't satisfiedYet it took me nearly months (MANY hours spent calling Sears online support, speaking with many online support members, different supervisors, different complaint claim numbers, calling Sears charge company, many Sears online correspondence reviews/problems with order) ALL trying to return the itemNot until I saw it necessary to file a complaint with the Revdex.com, before Sears would fulfill their Marketplace Guarantee and HELP me! SHAME ON YOU, SEARSALL BECAUSE I was shipped an item I DIDN'T ORDER and Sears third party seller, *** *** LLC, wouldn't acknowledge my request for a return label and Sears wouldn't help resolve the issue
THANK YOU TO THE Revdex.com, FOR FINALLY GETTING RESULTS!!!
Shop Marketplace with Confidence
Our Marketplace sellers are backed by Sears with our Marketplace GuaranteeIf you're not satisfied with your experience, Sears will step in and helpIf we can't, we'll refund the cost of your order - including shippingLimitations apply. Learn more
Sincerely,
*** ***

December 22, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">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 *** *** *** ***

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** ***
class="InsideAddress"> Dear Ms*** We have completed our investigation of Ms*** complaint regarding the service and replacement process under her Sears Whole Home Warranty We would first like to point out that *** *** *** Services 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 Upon receipt of Ms*** complaint we reached out to *** *** who is the administrator of the Sears Home Warranty service planIt is our understanding that the cooktop replacement was accepted by Ms*** with delivery estimated for September 29, We also understand that a claim credit for the gas line repairs was approved and a check for $and mailed to Ms *** on September 28, If Ms*** is still in need of assistance or has any questions regarding the delivery she will need to contact her case manager with *** ***, *** ***, directly at *** *** *** As this resolution was acceptable to Ms*** we have closed our case 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 *** *** ***

January 26, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his 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 Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** 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 Mr*** made several attempts to see if the return shipping would be covered which was never answeredWhile the product is well outside the sellers return policy, we are making a onetime courtesy exception to return the productWe sent an email correspondence to Mr*** explaining this information and advising that he will be receiving a return label via email shortlyFor Mr*** records the return tracking number is ***Mr*** will need to return the product using the label that was sent to him via emailOnce the product is returned, Mr*** is to follow up with me via email at *** to ensure that the refund is processedIn closure, since we have offered an equitable resolution, 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

I ordered a washer and dryer that I never took possession of and sears will not return my moneyThe delivery driver called sears and cancelled the order and I was called back and told I would immedicately get my refund of $This was on June 30thI was told 7-working days and today July 15th is the 10th business dayThis purchase was a personal money transaction out of my bank account and I need this moneyI have called sears.com several times and get different stories every time.I do not understand how they can legally hold onto my money when I never had their merchandiseI had been a customer of theirs for over years and I will never trust them againThey must be hard up for business if they have to steal money from an individualI tried emailing the CEO but none of the email addresses are valid

February 6, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her washer repair It is regrettable that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her washerWe value Mr*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. A service call was already scheduled for January 31, 201, so we wanted to ensure that the call would run as scheduled. On the day of service, the technician installed the parts that had been ordered, but found that two additional parts were needed These parts were emergency ordered and the technician returned on February 2, 2017, to install the parts and complete the repair. As a conciliatory gesture for the delay in repairing Ms*** washer, we have processed a $check to assist her with any out-of-pocket laundry expenses she may have incurred; Ms*** should receive the check in the next two weeks. With that said, since we have completed the repair to Ms*** washer, albeit later than expected, and we have documented her concerns with the repair process, 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

November 3, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** ***We have completed our investigation of *** *** complaint regarding her experience with her new
washerAfter reviewing the service history and discussing the issue with *** *** we have authorized a replacement of the washer*** *** has been informed of this offer and has been provided with the necessary information to select a new washerShe understands that once she makes her selection we will process the replacement in my officeAt this time we are waiting for *** *** to make her selection and she has been provided with my direct contact informationSince it was our understanding that this resolution met with *** *** approval, we have closed our file.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,*** ** *** *** *** *** *** ***

Complaint: ***
I am rejecting this response because:
I would like Sears to reconsider their response and allow the return of purchased items due to the reasons below:
While I made the purchases online, the receipt that accompanied my purchases outlined how to make returns with absolutely NO reference as to a time limit nor did it include any statement to see the website or stores for the full return policy. I would like Sears to take responsibility by explaining how I , as a consumer, would know that my receipt only communicated HALF of the return policy and not all of it. There was no indication on my receipt that I should look elsewhere for more information regarding returns and so I did not do so. I believe that I am being held to a policy that was not properly communicated on my receipt. I believed that the entire returns information that accompanied the purchased items was the information that I needed to know as there was no communicated reason for me to think otherwise. If Sears would like to uphold their returns policy, it should be clearly stated with the rest of the returns information provided to consumers with their purchases. In this case, it was not
From Sears' response, it appears that they are very concerned with the abuse of their policies and not about their communication practices or their customers' positive experiences. Sears referenced that their return policy aligns with other department stores which is untrue at least for stores found in my area. For example, Macys and JCPenney's do not have a timeline for returns. Lord and Taylor allows days for returns, and Kohls allows month for returns. It appears that these department stores are willing to work with their customers within a reasonable time frame. At any of these stores, I would have been able to return my purchases which were made within months of the purchase date, which is a reasonable amount of time
Sincerely,
Eva-beth ***

February 17, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Gloria *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. Upon researching Ms***’s concerns, we found that she was assisted by our escalated customer service group, Executive Member Services (EMS), prior to our receipt of her complaint. Our records show that EMS authorized a replacement for Ms*** under her Repair Protection Agreement (RPA) on February 11, 2016, and that she reselected on February 12, 2016. She is currently awaiting the installation of the refrigerator; an appointment to install a new water line is scheduled for February 24, 2016. In summary, since we are providing Ms*** with a new refrigerator, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

Initial Business Response /* (1000, 22, 2015/06/25) */
Contact Name and Title:***
June 25,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms***
We
have completed the investigation of Mr.*** complaint regarding the charges he was billed for related to the service he scheduled on his dishwasher
We would first like to clarify that our records indicate that Mr*** scheduled service January 17, 2015, for his dishwasherSince he was not covered under any warranty or service contract, he would have been informed that charges would be due when the technician was in the home, and that if he declined our repair he would be responsible for a minimum fee of $for us to provide him with an in-home assessmentOn the same day, we sent a technician to Mr.*** home, and he spent approximately minutes on site, not counting the time it took him to travel thereThe technician determined that the dishwasher needed a control panel, and this would have needed to be ordered as it is very model specific and not normally carried on our trucksIt would have been shipped directly to Mr*** and installed after he received itThis time frame normally takes a week to ten days and not a monthRegardless though, when Mr*** declined the terms of our repair, he was responsible to pay us the minimum fee of $Since he refused to do so, we had no other recourse but to bill him and since the charge is valid it will stay on his record until it is paidIn summary, Mr*** agreed to pay us for our services before we would have agreed to come to his home, and after we fulfilled our end of that agreement by providing him with an estimate that entailed expenses on our part to send a technician to his home, he then refused to pay usAs such, he clearly owes us these fees and as they are valid 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,
***
Team Manager, Regulatory Complaints
Phone:***
Initial Consumer Rebuttal /* (3000, 24, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe the invoice that they gave me was $232....and that they would come back in a month to repair it
They came and gave me a diagnosis....which I already knew ..that it was not workingFurther, I found that this dishwasher problem was the subject of a class action...and *** repaired it without charge
When told by technician that I had to wait a month for repair...not acceptable
Sears repair should have known that I could get it replaced without charge and did not advise me of this
At age I do not like being taken advantage of
Final Business Response /* (4000, 26, 2015/07/06) */
Contact Name and Title:***
July 6,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms***
We have completed the investigation of Mr.*** rebuttal that he submitted in response to our previous response
We would note that we do see a notice from *** that there is a potential repair where *** would cover the part but not the laborSpecifically it notes in rare instances that there could be corrosion on the ribbon tail where it passes *** the front of the console assembly to the front of the doorIf signs of corrosion or silver migration are confirmed to be the cause of failure then *** indicates that they would cover the part but not the laborIt sounds like Mr*** might have received the repair at no cost even though there would normally have been a charge and in the absence of verifying this corrosion as it was not something our technician observedWe would note again that our request to be paid for our services is not "taking advantage" of Mr*** as he impliesWhile we are willing to waive our fee as a one-time customer courtesy, Mr*** should bear in mind that when he makes a commitment to pay when a service call is scheduled, then payment is expected; particularly when we note this fee is non-negotiable and non-refundable when schedulingWith that said, if Mr*** should receive any further correspondence related to this debt dated after today, then he is welcome to contact me at ***@searshc.com or call me at XXX-XXX-XXXX so that I can assist furtherIn the interim, since we have waived our standard fee even though it was a valid charge, we have reclosed 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,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com

I am over years old I purchased pairs of jeans and at the counter was coerced
into signing up for a Sears *** Card I said NO I do not want a card She kept saying you will get $off and it is a shame that you would have to pay $extra I still said NO She kept on and said I would only have to answer easy questions and would not have to use the card, "just throw it away." She would not let up so I then agreed and she had me sign a paper She then asked the questions which were too personal I then said NO AGAIN and wanted the signed paper back She called manager and both said they would not return it I refused to answer questions and the clerk entered "$1" into the space that asked for my income I told them I did not want my credit score hurt as had a perfect credit score I said I would give them the jeans back if they would give me the signed paper They would not give me the signed paper but did give me a xerox copy of the paper I left the store so angry and upset and cried on way home I did not get $off purchase either but paid full price Then I got a letter from *** stating my application for a credit card was refused because I did not "meet income requirements." I NEVER WANTED A CARD I have been extremely upset with the coercion used by Sears I sent letters to them I received a phone message on my answering machine "Your case worker has been trying to reach you due to your 'bone' problem Please call us." How disrespectful I checked number on internet and found it belonged to Sears customer service I have difficulty hearing over the phone I will never call them I expect a letter of apology and will never step into that store again I feel what they do to get more *** Card applications is criminal!!!

March 2, *** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL *** *** *** ***
*** *** ***
We have completed the investigation of *** *** rebuttal
In the interest of resolving this issue, we have issued a full the order in question to the original forms of paymentWe ask that *** *** allow 3-business days for the credit to reflectIn light of the aforementioned information, we respectfully ask that this matter remain 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
*** ***
***
Tell us why here

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, upon receipt of bar cover, I will gladly accept Year's offer*** *** *** 7/15/at 1:P.M
*** ***

August 8, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his returned sears.com order It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we our records indicate that sears.com confirmed Mr*** return and issued refunds of $and $to his *** ending in *** on July 29, 2016. 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 *** *** *** ***

Complaint: ***
I am rejecting this response because: the statement received from the business is inaccurateSears charged a haul away fee during time of payment I was informed by the sales associate that this charge included disconnecting the appliance and hauling the appliance awayThe sales associate never stated that the appliance would need to be disconnected and placed to the sideAlso, there was no water in the hot water heater; all of the water had been drained before Sears arrived at my homeThe fact that this explanation was never explained to me helps reiterate the level of service I am complaining aboutThe Sears Executive I spoke with is well aware of the issue that generated this complaint; the fact that Sears is now denying knowledge reiterates the level of service not only in the store but also at the Corporate level.
The basic business practice is being on time; Sears could not do thatI have had my last experience with Sears; at this point I will notify the lender and provide them this information so they can understand what their customers experience while shopping at Sears
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: After seven visits to fix the frig still more parts to come Have cancelled another fix because parts were back ordered I have since purchased another frig but not a
Sincerely, Sears there was no way we would know if the last guess would fix it That frig will go to Recycle Four months and maybe more without a safe Refrigerator I am done done with their guessing came I am however grateful they have picked up the price of the repair attempts, but I will wait no more The frig is barely a year old
*** ***
Sincerely *** ***