Sears Holdings Corporation

I am very dissappointed with Sears I ordered a washer and dryer Sa day for delivery Day before delivery day they call and set a hour window to delivery it Next day minutes before hour window they call to reset delivery because they didn't have dryer I made time for them to deliver them and they call to change it minutes I call every number I could find I even called corporate (XXX-XXX-XXXX) This is how bad corporate is The person will hang up on you I called times in a row and she kept hanging up on me I called the next day and tried to speak really nicely and asked to have the CEO's office She quickly transfered me somewhere else At a point I canceled it and requested my money back Now I find out that it was never canceled and still set for delivery for tomorrow I'm trying to be sensible since it's a good deal but I'm still *** and I'm really *** at the women that answers the phone at corporate

May 23,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** *** Dear *** *** We have completed the investigation of *** *** complaint
regarding her dissatisfaction with the quality of her *** elliptical due to the multiple motor replacements and her request for a refund
As for clarification the service and warranty is held by *** through *** ***Upon receipt of *** *** complaint we reached out to *** ***, Retail Support Manager for ***, to assist with *** *** concernsMs*** confirmed that *** *** contacted *** *** regarding the elliptical and the alleged knee injury she reported*** *** accepted the refund on the elliptical, which is contingent upon her signing and returning the injury waiver formAs of today, *** *** has not received the signed injury waiver, but as soon as they do, they will issue the refund for the elliptical and mail *** *** a check
With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf *** *** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** ***
class="InsideAddress"> Dear Ms*** We have completed our investigation of Ms*** complaint regarding service for her refrigerator Upon receipt of Ms*** complaint, we found that she had previously been in contact with Ms*** *** in our Executive Member Support departmentOur records show that Ms***’s refrigerator was repaired on September 13, Ms*** confirmed this with Ms*** on September 14, If Ms*** is still in need of assistance she need only contact her case manager *** *** directly at *** *** *** Since we have repaired MsMs***’* refrigerator we have closed our file 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 25, *** *** 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 refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe 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 the order, we show that Sears Online confirmed that the merchandise was returned to the warehouseTherefore, we submitted a refund request and Ms*** can expect to see her credit post to her account within to business daysFor Ms*** records the return receipt number is ***Should Ms*** have any questions regarding the refund, she may contact us via email at ***Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** 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

December 14,
Tahoma, sans-serif;">*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding the delivery of a washer purchased from Sears. It is unfortunate that we failed Ms* *** expectations when issues with our delivery contractor arose during the installation of her newly purchased washerWe value Ms* *** patronage, but can understand how the series of events noted in her and subsequent emails have caused her to lose faith in SearsWe can assure Ms*** that her concerns were forwarded to the management team of our delivery contractor 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 that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of quality service that Sears has built our reputation upon, but we would understand if this is not possibleMs*** from our delivery department spoke with the manager of the delivery contractor who informed our office that there were no issues during the service provided on December 14, That said Ms*** has informed myself and Ms*** that the washer has been installed and tested to her satisfactionMs*** has my contact info and can reach out if neededWe have provided Ms*** with a $sales adjustment as requested in her complaintAt this time, since we have been advised that the issues have been addressed and resolved to Ms* *** satisfaction, we respectfully request that 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 Claims Specialist Sears Holdings Corporation

November 3, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** * *** *** *** *** ***We have completed the investigation of *** *** complaint
regarding
his recent purchaseStore Manager *** *** provided the following response:
*** *** purchase was clearly listed as a
previously used or floor model item, which is what we call a *** itemThe regular
price for this item was $3750.00, but *** *** only paid $plus tax
for the tractor. Nevertheless, we
offered to take the tractor back and provide *** *** with a full refund or
we would give him an additional $credit to keep the unit as is*** *** chose to keep the unit and the credit for $was issued to his
account on September 19, Additionally, according to our records, all
parts that have been ordered for the ongoing service call have been ordered
under the manufacturer’s warranty; he is not paying for themFurthermore, the
full two year manufacturer’s warranty applies to this purchase so we have no idea
why our technician would tell *** *** otherwiseThe terms of his Repair
Protection Agreement also apply and cover may things his manufacturer’s
warranty does notWe apologize for any misunderstandingShould *** ***
have any further questions or concerns, I (*** may be reached during business hours at *** *** 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 Specialist Sears Holdings Corporation

Nita *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: #*** - Thomas *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the fact that repairs for his tractor would not be covered under his warranty or Repair Protection Agreement (RPA) While we understand that Mr*** was upset to learn that the necessary repairs were not covered, we do not find that the technician did anything wrongWe did find that the service technician took a total of pictures of the tractor at various angles and close ups It is evident from the pictures that the tractor was run without sufficient oilMr*** tractor holds ozof oil, based on the pictures taken by our technician we can tell there was not ozof oil in the engine when it blew, if there had been there would have been a very large oil residue stain not only on the area where the hole is but oil reside would have been in various crevices around the tractorBased on the evidence of the pictures our Service Technical Assistance department informed the technician that the repairs would not be covered under the manufactures warranty or the RPAThis was not a decision made by the technician aloneThe fact is that both the warranty and the Repair Protection Agreement (RPA) are designed to cover repairs necessary due to defects in materials or workmanship or for ordinary wear and tear. However, both the warranty and the RPA clearly note that they do not cover expendable items such as blades, routine maintenance, and any repairs necessary due to operator abuse or negligence It is important to note that the RPA does provide 25% off for non-covered repairs if he would like for Sears to repair his tractor this discount would be applied to the cost of the full repairIf Mr*** feels that the RPA holds no value to him we will be happy to refund him the cost of the RPA, he need only contact our benefits department at 1-800-827-and request a cancellation of the RPA and a refund will be processed Since we have addressed Mr*** complaint and explained why his repairs are not covered under either of his warranties we have closed our case 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 Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com

Contact Name and Title* *** ***
Contact Email: ***
October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** *** ***
*** *** ***
We have completed the investigation of *** *** 2nd rebuttal regarding the repair of her freezer
We have received *** *** 2nd rebuttal, and understand that she is dissatisfied that her repair is taking longer than anticipatedUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has a situation like *** ***, and we are pursuing solutions that will provide better options for our customers when these issues occurWe would like to note that *** *** is currently awaiting parts and repair has been scheduled for October 31, As for food spoilage, as previously stated, her Master Protection Agreement (MPA) does not cover any odor resulting from food spoilageIt is the customer's responsibility to remove any food from the unit so that issues like this do not occurWe will not be processing any type of concession for *** *** and our decision is final
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,
*** ***
*** *** ***
***
***

This review is about a Garage Door technician from Sears National Claims Center
We have now fixed the problem with a specialist who charged $versus the $that the Sears technician quoted without ever clearly explaining what the problem wasBut the outrage isn't about the costWhen they left, they intentionally dropped the door from waist high and left the cables loose, outside the garageI have never in my life been treated so badlyThey were extremely disrespectfulI can't fully express how annoyed I am about all of thisTheir service is disgracefulAnd they don't seem to care at all

I purchased a TV from Sears in with a year warrantyAfter years my TV went bad and I called for service at the end of Oct I was told that due to lack of technicians I had to wait until Nov18,On that day the technician said I needed a part that had to be ordered and they would call me when it was inAfter waiting weeks I decided to call the service deptto find out that the part was there but they just didn't call meNow to get my TV fixed I had to reschedule another appointment and had to wait another weeks until December 19, because of lack of technicians in my areaOn December 16, 2016, I was called by Sears Service Department and they canceled my appointment AGAIN because they didn't have a technician in my area and rescheduled until January 6,Now I was upset and furious because I paid for the best service warranty according to the Sears salesman and was not getting the service requiredI have been a customer of Sears for over years and have never heard of such a thingI made several phone calls and everyone just kept passing me to other phone number and no one could resolve the issueI was even told by a Sears Representative that because of the unnecessary aggravation that my warranty allowed me to replace the TVAgain I was told they misinformed meThe best they could do was give me a voucher to *** to rent a TVI had to pay for it, transport to my house, and then submit the receipts for reimbursementI explained to everybody that I was a senior that was homebound and on a limited income but that didn't matterAnyway, I decided to call the CEO Edward *** as advertised he has a phone # which he CAN'T be reached and the team of Eddie *** which I left a message NEVER returned my callSo much for thatNow I have to wait for 1/6/

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her ice maker*** ***, Sears Home Services, Support Specialist provided the following response: On January 13, 2016, a service technician was dispatched to Ms*** Marble Falls home to install a new sensorThe unit began to cycle and was operating as designedIf I can be of any further assistance to Ms***, she can reach me directly at ***At this time, since we have installed the part and will wait for any further contact from Ms***, we respectfully request that this complaint be closed pending 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 ***

December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent purchase We have spoken with Mr*** in regard to this issueAs a conciliatory gesture, we offered to provide him with $worth of points to his Shop Your Way Rewards (SYWR) account and he acceptedAccording to our records, the correct item was delivered to Mr*** on December 8, It is our hope that this will provide Mr*** with a sense of closure on this matter 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 *** *** ***

*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** #***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding Sears Home
Services and repairs to her refrigerator
*** ***, Sears Home Services, District Service Manager provided the following response:
I have reviewed Ms***'s complaint and her request for a refund for the trip/diagnostic trip charge as well as food lossMs*** asks to be reimbursed for her service fees, as noted by Ms*** in her complaint, our technician did his job perfectly in diagnosing the problem and ordering the parts needed for the repairSo, there would be no justification for reimbursing the fees for those servicesAdditionally, Ms*** asks to be compensated for food lossIt is important to note that food loss reimbursement is a benefit for consumers whose appliances are covered by a Sears Protection AgreementMs*** does not coverage on her refrigerator and her manufacturer's warranty expired on August 30, 2014, therefore she is not entitled to food loss reimbursementOur records indicate that a technician completed repairs to Ms***'s refrigerator on October 16, 2015, when he installed a new compressor and drier assemblyAt this time, since we have noted our response to Ms***'s complaint, we ask that this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
***.***@searshc.com

Worst customer service I ever received!!! On Jan, I placed order on Kmart.com for a nook dinner set, it's store pick up and I wait for a week didn't get any email said its ready for picking up or order be canceledSo I went to store two time and they told me order haven't get store yet, tell me go home and wait, since we gonna move out state so I called customer service, wait for a hour , finally told me my order will arrived on time at store, but unfortunately, I got a email said my orde be canceled couple days later, so I call customer service again, another a hour , she told me my order item is out of stock, but as I see it's still on sear sale page but price is go up more,so she check and help me placed another order,good point she honor my price, even spent one hour on phone I still feel happy because I really want this nook set.but hour later , I got a orde be canceled again!!!! So I call again, this customer service told me , he can help me order again, but I need pay more even he gave me discount for my inconvenient!!so I wait for almost a months and spend hour more on phone, this the result I got! It's no fair, I told him sear should honor the price and then he hand up my phone!!! What a **! Never buy or order anything from Kmart and sear again!

April 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her
dissatisfaction that the service on her washer was not completed in a timely mannerFirstly 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 furtherWe reviewed the service orders related to *** *** washerAccording to our records, on December 29, *** *** called for a preventive maintenance check on her washer, dryer and her dishwasherShe did report that the dryer was not heatingAs clarification, a preventive maintenance check is a general check of operation, and cleaning of filters or sensors if neededThe technician arrived on January 14, and noted that he cleaned the tub and boot of the washer; as well as checked all operationsThere were no issues noted for the washer and no parts were orderedThe technician did report that he repaired the dryer heating issue by cleaning the filter housing and sensorsAs for the dishwasher, he cleaned the filter and checked operations as wellOn February 10, *** *** called and requested service on the washerThe notes indicate that she reported that the washer boot was leaking and the pump was making loud noisesRegrettably, due to a system issue the service order that was accepted by our authorized service provider would not link and the order was not processedWe apologize for the delay and immediately contacted our local service provider, *** Repair to provide a full assessment on what needs to be done to get the washer fixed and operationalOn April 6, the technician reported that the repair of *** *** washer has been completedWith that being said, since the washer has been repaired and 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 *** ***
***

July 6,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** Dear Ms*** We have completed the investigation of Ms***
complaint regarding the delay in the refund process for the return of the parts she ordered
Upon receipt of Ms*** complaint we reached out to *** ***, Customer Advocate for Parts Direct, to assist with her concernMs*** investigated and tracked the *** returnsShe confirmed that the items were received at our warehouseMs*** confirmed her mailing address and on June 30, we issued Ms*** a refund check for $Ms*** should receive the check within 10-business daysWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** ***
class="InsideAddress"> *** *** *** We have completed our investigation of *** *** complaint regarding his damaged lawn tractor On receipt of *** *** complaint we reached out to the store manager, *** *** *** *** contacted *** *** and offered to refund him $and to order a new engine hood at no cost to him*** *** confirmed with this office that he accepted this resolution and is satisfied with the offer*** *** also confirmed that *** *** provided him with her contact information if he is still in need of assistanceSince it is our understanding that this resolution was acceptable to *** *** we have closed our case 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

*** *** Revdex.com
"">North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** We have completed the investigation of Mr*** complaint regarding Sears a TV that was delivered damaged and purchased from SearsOur office provided a copy of Mr*** complaint to Sears Home Delivery for resolutionSince the TV was not in stock locally, we had one ordered into our local Merchandise Distribution Unit (MDO), it arrived on January 28, *** *** from *** *** *** informed our office that her records indicated that Mr*** has requested to have the new delivery cancelled and to be refundedWe will be picking up the damaged unit on Friday, January 29, and once it’s returned to the MDO, a full refund will be processedTypically a consumer can expect to receive a refund within 5-days of the item being picked upIf Mr*** has any questions or concerns, he can reach me at ***-***At this time, since we have noted that we will be picking up the refrigerator and refunding Mr***, we ask that 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Initial Business Response /* (1000, 5, 2015/09/15) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Ms.*** complaint regarding
Sears Garage Solutions
***, Sears Garage Solutions, Customer Support Manager provided the following response:
After reviewing Ms.*** Revdex.com Complaint I left a voice mail with my name and contact phone numberThat said, I need to speak with Ms*** to discuss processing a refundI can be reached at *** or via email at ***@searsfranchises.comSince we have stated our intent to refund Ms*** once I'm able to speak with her, we ask that this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her washerIf Ms*** would like to select a new washer, we are willing to provide her with a dollar for dollar store credit to be used to select a replacement washer, or we can deliver the same model washer she currently has in her homeMs*** can email me at ***.***@searshc.com to advise which washer she would like to replace hers withSince we have noted our intent to assist Ms*** with her concerns, we ask that this complaint be closed pending further contact 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 concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com