Sears Holdings Corporation

Contact Name and Title: *** ***
October 19,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** ** *** * * ***
*** *** ***
We have completed our investigation *** *** rebuttal to our previous response
After reviewing the matter further with Technical Manager *** ***, our office authorized *** ***s $3,to use towards a new refrigerator from SearsOur records show that he selected a new refrigerator on October 17, 2015, and is expecting delivery on November 4, 2015, which is the soonest date the product is available from the manufacturerAs to *** *** food loss claim with *** he will need to contact them directly for the status of his claimHe can call *** *** and refer to claim *** As clarification, any decision *** makes is final and Sears cannot obtrude upon their determinationIn summary, since we are providing *** *** with a comparable replacement and refunded him for his repair cost, we ask that this matter remain closed
Again, we appreciate the opportunity to address this matter
Sincerely,
*** ***
*** *** ***

Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Gabriel *** #945***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding Sears Home
Services and repairs to his window a/c
Sears has authorized the replacement of Mr***'s window a/cAll Mr*** needs to do is go to his local Sears and advise their sales associate that their window a/c has been approved to be replacedThe sales associate will process the exchange and schedule the delivery of the new unit, unless Mr*** brings his old unit to the store and brings his new unit home with himAt this time, since we have authorized the replacement of Mr***'s window a/c, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com

January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** Dear Ms*** We have completed our investigation regarding Mr*** complaint regarding his screwdriver We have provided Mr*** with a replacement screwdriver and he indicated that he was satisfiedAccordingly, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Ordered water heater, arrived damaged days laterCalled CS who didn't have the same model, so had to pick a different more expensive one and pay a second timePick up of the first one scheduled same day as the second one being delivered a week laterThat one also arrived damaged so delivery took both of them back, so yet another one had to be ordered fir yet a third weekStill haven't received refund for the first oneGot so frustrated with the whole process I cancelled the delivery the following week for the third one, and again asked for a full refundSo here I am two weeks later, three water heaters ordered, two arrive damaged and returned, third order cancelled and still NO refunds! (Didn't issue invoice for middle order, nor have they sent return confirmation or refund invoices) Calling CS is almost useless since I kept getting disconnected, transferred multiple times, or the run aroundPromised refund several times for the next day that never comes, told it was forwarded to someone for review with no response or follow upAfter not getting any real answers I tried calling Corporate in Illinois, but they have my number flagged and it just hangs up on me if I try callingI give them a double negative at this point

October 26, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Michael Q*** - # *** Dear Ms***, We have completed the investigation of Mr*** complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Mr*** for failing his expectations in regard to the service he received. A review of Mr*** service record shows that he recently scheduled three maintenance checks; one for his refrigerator, one for his range and one for his dishwasher. Our records show that the technician arrived within the estimated 8:00am to 5:00pm service window for the refrigerator maintenance check that was completed on October 8, 2016. The technician scheduled to examine the range and dishwasher on October 17, 2016, did arrive outside the estimated service window. The technician found an issue with the dishwasher and had to order some parts. A different technician returned on October 17, 2016, to complete the repair; he arrived at 11:57am, which was well within the 8:00am to 5:00pm service window scheduled. While our goal is to provide service to our customers within the service window provided, there are times when these expectations cannot be met. An earlier lengthy repair, traffic or overbooking a route can cause a technician to run late. Additionally, we would like to assure Mr*** that we appreciate his valuable feedback and that we do not take his concerns lightly, as his information helps us identify any negative trends and gives us the opportunity to work towards rectifying any shortcomings within our customer service network Although Mr*** has indicated that he will no longer use Sears Home Services in the future, we hope that he reconsiders. With that said, since we have completed the service to Mr*** appliances, albeit later than expected, and documented his comments accordingly, we ask to have this matter closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding a dishwasher purchased
at the Greensboro Sears Outlet
*** ***, Manager of the Greensboro Sears Outlet provided the following response:
Since receiving the complaint filed by Mr***, we have been unable to make contactSears Outlet is willing to replace the dishwasher; we just need to speak with himThat said, I ask that Mr*** contact me at ***Once contacted, I will be happy to assist in getting the dishwasher replacedSince we have noted our intent to replace Mr***'s dishwasher, we ask that this complaint be closed pending further contact
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 Claims Specialist
Sears Holdings Corporation
***@searshc.com

Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: George *** #
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding a credit from
Sears
On Thursday, October 08, 2015, I had the pleasure of speaking with Mr*** about his concernsMr*** had not been fully credited the a washer/dryer set that had been returned to the Sears Outlet in TaylorMr*** provided me with his credit card number which I put into our system and found that on October 7, 2015, the remaining $has been processedI emailed all of the sales checks to Mr*** so he has them for his recordsI also advised that typically a credit to a credit card should post to the account within 3-daysMoving forward Mr*** has my email address and office number and has been told to contact me if I can be of any further assistanceThat said, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com

June 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding the problem he encountered when he attempted to return a window AC unit without proof of purchase
Our return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions…
REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT RECEIPT”
Upon receipt of Mr*** complaint we researched extensively for the purchase of the window unit under the phone number; name and address; and email address that he provided on the complaintAs clarification, our system requires customer information at the time of sale for large item purchases that are considered serviceable such as a window AC unit, dishwasher, refrigerator, etcSince Mr*** mentioned the he purchased a protection plan (agreement) for the window unit, his address would need to be entered as wellHowever, we were unable to locate an account with his information or the purchase of a window unit listed under the information he provided
We spoke with Mr*** and requested additional addresses or phone numbers that the purchase might be listed underHe provided his wife’s name, *** *** another address and additional phone numbersWe researched again, and informed him that our records do not indicate a purchase of a window AC unitWe offered to research under a credit card number, but Mr*** stated that he paid with cashWe informed him that we could not accept a return without a receiptMr*** stated that he throws away his receipts for large item purchases because he expects them to last for yearsWe informed to Mr*** that if produces the receipt (proof of purchase) within days from the purchase date, then we would honor his request for a return and refund; if he produces the receipt after the day period and while the unit is still within the manufacturer’s warranty, then we would exchange it only Mr*** stated that he did not want to exchange it because he alleges it has a safety issue and that we are required to return itMr*** stated that he installed the window unit himself and he noticed it had a burnt smell, shook his house and then fell out of the windowWe reminded Mr*** that in order to assist, he would need to provide us with proof of purchaseAt this point, Mr*** stated that he was not provided a receipt
As far as Mr*** request to return or exchange the window unit, we did not find that this was warranted particularly since he is unable to provide a receipt for proof of purchase from Sears or provide the correct information to locate the purchaseAs this decision is commensurate to the circumstances, 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
*** *** ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Michael F Reynolds #*** Dear Ms***: We have not completed the investigation of Mr*** complaint regarding appliances purchased from Sears Outlet CentersRichard ***, manager of the Fairview Heights Sears Outlet provided the following response: We have left voice mail messages and emailed Mr*** to no availThat said, we ask that Mr*** contact me at the store, I can be reached at 618/398-or via email at Richard.***@shos.comWe shall provide an update once we have additional information to reportWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

Complaint: ***
I am rejecting this response because:
I still feel this is misleadingI simply won't be doing with Sears in the futureI'm glad they changed their verbiage to avoid future confusion for potential future customers I won't be patronizing their business.
Sincerely,
*** ***

June 27,
0pt" class="InsideAddressName">*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the repair of his mower
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Team Lead Carrepair, who states the following:
I spoke with Mr*** ***He informed me that his main complaint is the repair shop he took it to, did not provide him with excellent service, especially since he has a Repair Protection Agreement with the itemHe stated that he would have thought of a better service experience because of thisI sincerely apologized to him and advised him that he is on the right and we should have treated him with more of an importance since he has a service plan that he is paying for, for this lawn mowerI informed him that we will get in contact with the repair shop and go over the process with them so that they understand that they must treat all Sears’ members with respect and courtesy and to ensure they are providing excellent service as wellMr*** appreciated that and wanted to know if the item was ready to be picked upI offered him if there was anything else I could do for him to fix this issue before I contact the repair shop, and he informed me no but he just wants his lawn mower back fixed and would like to know if the item is readyI called the provider and they informed me that the item was fixed this morning and is ready to be picked upI called Mr*** back and informed him that the item is ready for pick up and he may go back to pick up his unitHe really appreciated the call back and the assistance on this matterI once again asked him if there was anything else he would want or anything else I could do for himHe again informed me no and that he really appreciated my assistance in this matter, he will more than likely pick up the mower tomorrow, and we ended the callThat being said, because we have addressed Mr*** complaint, we respectfully request this compliant 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
***
***

I purchased a mattress online that was never delivered and Sears refuses to give me a refund or let me pick it upSears robbed me and I want to make sure everyone knows they are thieves

November 9, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** *** *** Dear *** ***We have completed the investigation of *** ***
complaint regarding our
refusal to apply a free delivery promotion to her
recent purchaseAs clarification, advertising may have been
seen on cable TV that is broadcast in Puerto Rico, but there is a disclaimer added
noting that Puerto Rico is not included in these types of promotions if it is
broad cast in Puerto RicoWe apologize if that was not clear to *** *** There
are no free delivery promotions for this type of appliance in Puerto Rico ongoing
currently and there were none going on when *** *** made her purchaseAs
such, we respectfully ask that this matter be considered closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,*** *** *** *** *** *** *** *** ***

November 17,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** * ***
*** *** ***We have completed the investigation of *** *** complaint regarding her
dissatisfaction with the delay in receiving the part she ordered online.Firstly we would like to apologize for the inconvenience and disappointment that *** *** 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.On November 16, *** ***, Customer Advocate with Parts Direct, contacted *** *** to discuss her concerns regarding her part order. *** *** informed *** *** that the vendor listed the part on back order until the end of December 2015. Since the item is still showing available to order on our website, she informed *** *** that the issue will be reported to our vendor to update their available inventory. *** *** apologized for the inconvenience and offered her a $gift card to use towards the purchase of a new washer. *** *** accepted the offer and she should receive it within business days via regular mail. Since we have addressed the issue brought forth in *** ***’s complaint, we have closed our file.Again, we apologize to *** *** 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 SpecialistSears Holdings Corporation*** ***

April 27, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order and non-receipt of a gift card We would first like to apologize for any inconvenience *** *** experienced as we value her patronageWe can understand her frustration with the series of events detailed in her complaint and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order we found that Sears Online processed a refund on April 25, Therefore, *** *** should see a credit of $post to her *** account within to business daysAdditionally, 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
align="left"> *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services Per *** *** request, we have added her name, address, phone number and email address to our do not promote/contact listWhen we add a consumer to our do not promote list, we do ask that the consumer give us 7-business days for all platforms to be purged of the consumers contact informationAdditionally, we do apologize that our technician arrived to her home later then what was originally scheduledSince we have added *** *** to our do not promote list, we ask that this complaint be closedWe apologize to *** *** 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 1, 2015Nita ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL - Kimani ***Dear Ms***,We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with Sears repair
and his request for a refund of the repair cost for his lawn mower.It is unfortunate that we failed Mr***'s expectations when he recently requested a repair from SearsWe value his patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that although Mr***'s lawn mower was no longer covered by the manufacturer's warranty and he did not purchase additional coverage that would offer him a replacement, his local Sears Store provided him with a replacement lawn mower as a customer satisfaction gestureTherefore, it appears that his issue has been resolved and we can only reiterate that we regret any inconvenience she may have experiencedWe hope that in the future Mr*** will allow us another opportunity to provide him with a better example of the level of service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Mr***'s comments and an equitable resolution has been providedWe appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, Nicki *** Regulatory Complaint Specialist***1-800-762-Ext

October 23,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed our investigation of *** *** complaint regarding the service on
his refrigerator
After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigeratorWe have processed a replacement and delivery is set for October 29, *** *** has been provided with my direct contact information if he is still in need of assistanceIn the mean time since 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 matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
*** *** ***
*** *** ***
*** ***
***

May 6, *** *** Revdex.com
class="InsideAddress">North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with our customer service team’s response to her request for a refund for a dress she ordered from sears.com It is unfortunate that we failed *** *** 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 sent an email directly to *** *** to inform her that on May 4, 2016, we issued a refund of $to he* *** account as a customer satisfaction gesture. At this time, we can only reiterate that we truly regret any inconvenience she 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 since we have noted *** *** 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 *** *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Auto Center*** ***, Sears Auto Center, District Sales Manager provided the following response: After receiving Mr*** complaint, Chris *** one of our Assistant Managers contacted and spoke with himIt was agreed that Sears Auto Center would be refunding Mr*** $Since Mr*** doesn’t live close to the Auto Center, he will be visiting the auto center in Concord New HampshireIf Mr*** has any additional questions of concerns, I invite him to speak with Mr*** by calling ***Since we have noted our intent to refund Mr***, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***