Sears Holdings Corporation

Initial Business Response /* (4000, 14, 2015/10/13) */
October 13,
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We have completed the investigation of ***
complaint regarding his inability to receive a Gladiator garage organizer bundle
As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the orderFor store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their storeIf the item was never ordered, then all requests to honor the incorrect price would not be granted
This was bundle deal and on bundles you will see a picture showing all of the items that make up the bundleHowever, on the side of the page, you enter your zip code and it will show you which components of the bundle are actually in stock in your areaEach of these pieces is usually sold separately as well so it is possible not all of the pieces may be available*** confirmation email also correctly identified which items were in stock for shipmentThere are times when bundled items have parts of them that are no longer available, and before we can update our system to remove the bundle verbiage it is still possible to put any merchandise still in stock in the virtual cartRegardless though of whether he realized this was a misconception on his part, or an error in our system that had not been corrected by the removal of the verbiage supporting the bundle, we are not required to honor the clearly incorrect price per the terms and conditions on our website
We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our storesWith an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation and below that we have included the link to access the full page:
"Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN."
Link to full terms: http:***/***
In accordance then with that posted disclaimer, we are unable to honor *** request to receive the bundle for the cost of the items on his orderIn regard to his refund, our records reflect that he was fully credited as of September 28, In light of the aforementioned information, we respectfully ask that this matter be considered closed
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,
***
Final Consumer Response /* (3000, 10, 2015/09/25) */
Just wanted to provide some additional informationI have contacted Sears at least four times since filing the original complaintThe purpose of my contact was to find out why my credit card was charged on September 10th for $1256.15, $313.84, and $The $was credited back to my account on 9/I was told the remaining charges were for items from the original order that had not been cancelledEach time, I told the Sears Customer Service Representative to cancel all remaining items and was assured that the items had been cancelled and that I would receive an e-mail confirming the cancellation in to business days and that I would be receiving a credit to my credit card in to business daysTo date, I have not received the cancellation e-mails or a credit to my account and I continue to get automated calls telling me my merchandise is ready to be picked upAfter receiving another call today, I called them again and was told that they would cancel my order and that I would receive an e-mail confirming that in to business days and that I would be receiving a credit to my credit card in to business daysI will call back tomorrow to check on the status of my order and refunds
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August 11,
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Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** *** ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that his tv failed sooner than he expected
We apologize that Mr*** tv failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. After reviewing Mr*** service history, our technician states that the screen is cracked by impact which is not covered under the terms of its manufacturer’s warranty or Master Protection Agreement. While we understand Mr*** frustration, we are unable to repair the tv under its warranty or Master Protection Agreement. Any repair would be done at Mr*** cost. That being said, because we have addressed Mr*** complaint, we respectfully request this complaint be closed
Again, 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
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February 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the problems
she encountered when ordering her range online, the missing broiler pan, and the issue with the credits appliedUpon receipt of Ms*** complaint, we reviewed the notes on both online ordersWe apologize that the initial *** range she ordered was cancelledOn January 9, Ms*** placed another online order for a Kenmore range instead which was listed at a higher price than the original *** she had orderedRegrettably, since Ms*** had not received her Sears credit card, the 5% discount could not be applied during the ordering processMs*** was informed that we would apply the 5% discount after the order was completedMs*** placed the order and paid using her *** Card and with Sears Shop Your Way Reward (SYWR) pointsOn January 10, Ms*** contacted Sears and requested the expected time frame for delivery on January 11, Ms*** was informed that the expected delivery date for this order was scheduled for January 12, For customer satisfaction, she was offered an additional 10% discount due to the miscommunication of the delivery date and Ms*** accepted the offerThe range was delivered as expected on January 12, According to our records, we applied the 5% and 10% credits listed above to Ms*** Shop Your Way Reward accountOn January 11, we applied *** and *** for a total of *** SYWR points, which is equivalent to $On January 12, Ms*** used *** ($89.58) of the SWYR points credited on her online order *** towards the purchase of automotive tires from SearsOn January 14, Ms*** reported that the broiler pan was missing when the range was delivered and a request was submitted to have the part shipped to Ms*** We apologize if Ms*** has not received the broiler pan as promisedWe have reached out to our delivery management team and re-ordered the broiler pan to ship direct to Ms*** She should receive it within 2- weeksWith that being said, since we have addressed the issues brought forth in Ms*** complaint, we have closed our fileAgain, we apologize to Ms*** 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 *** *** ***

Contact Name and Title: Eligia ***
Contact Phone: *** *** *** ***
October 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - Danielle ***
Dear Ms
***,
We have completed the investigation of Ms***'s complaint regarding her recent online order
It is unfortunate that we failed Ms***'s expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure Ms*** 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 processed a request for the refund from the Third Party Marketplace vendor, ***Accordingly, a refund of $will be credited to Ms***'s *** account ending in within to business daysWe apologize again for any inconvenience Ms*** may have experienced with the order she placed with ***, *** *** *** *** *** ** ***In the interim, since a refund has been processed, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation

We discovered water in our basement below the dishwasher Called Sears service and found that a part was leaking We were told that the part was under warranty, but labor was not We Paid roughly for labor and a part was ordered and shipped to my house for them to re-install Upon reinstalling it was discovered the same part leaked again new from the factory Our installer was also informed that there was a second part that had also been causing problems so he ordered both on 5-5-he changed both parts and it fixed the leak As soon as it was fixed, the dishwasher was very noisy and worked poorly One of my employees was out today and found the bottom plastic part that spins around was upside down and had caught fire and was melted that explains why it wasn't working and why it was so noisy I asked sears for some sort of compensation instead of getting it repaired again (2-purchase) I was told no, that there was nothing they can do but come out and fix again There is no way are we living with a product that has been on fire due to their negligence They have accepted responsibility for the original leak and we are working with insurance to get it fixed When the first part came back bad I called the store and asked to get in-store credit to get a new one I was told no in a rather rude way I indicated to them that I used to work at sears years ago, and the "department manager" told me 'well this isn't the same sears as years ago.....I guess that is an understatement I don't believe I should have to deal with a 4th visit from a repair person to fix an appliance that now has melted parts We have been without a working dishwasher for well over a month and I also don't find that to be reasonable I ask the Revdex.com to get involved and hold Sears to a higher standard of business practices

*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
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We have completed the investigation of *** *** complaint regarding her refrigerator
I reached out to *** *** to gather additional information regarding her complaintIn her email reply *** *** informed me that her concerns have been resolved and her refrigerator has been replacedThat said, we ask that this complaint be closed
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 Claims Specialist
*** *** ***
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Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: William *** #*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding repairs to his home air conditioner and the Sears Home WarrantyIt is first important to note that the Sears Home Warranty is administered by Cross Country Home Services (CCHS), not SearsThat said, Ashley *** from CCHS has informed our office that Mr*** has accepted a check which was sent out several days agoIf Mr*** has any concerns about his claim he needs to contact Ashely *** at a***@cchs.com or by phone by calling 800-531-extSince we have been advised that Mr***’s check was processed 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

Initial Business Response /* (1000, 9, 2015/07/16) */
July 16,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of Ms.*** complaint
regarding her purchased ice maker
We would first like to apologize that many factors resulted in Ms.*** delay in completing the installation of her purchased ice makerWe have already taken steps to improve installation time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Ms.*** concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to comeAfter reviewing Ms.*** complaint and our files, we contacted our installation department who confirmed the installation of the ice maker on July We called Ms*** and had the opportunity to speak with Mr*** who confirmed that the installation was completed in addition to the missing creditsAt this time, since we were able to confirm with Mr*** that the installation of his ice maker was completed, we have closed our files
We 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
Direct XXX-XXX-XXXX
***@searshc.com

March 22, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order experience and request for a refund It is unfortunate that we failed *** *** expectations and we can understand her frustration with the series of events detailed 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 contacting Sears’ Detail Control Center, they were able to process a refund checkAccordingly, a check of $was processed on March 21, 2016, under return receipt number *** *** *** can expect to receive the check in the mail within to business daysAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer serviceIn 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

July 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 assistance with a box to ship the item back for a refund *** ***, Store General Manager for Kmart Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we had our associate reach out to Ms*** and asked that she bring in a piece of the item for a refund which she acceptedShould Ms*** have any questions she may contact our store directly 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, since we were able to provide her with a refund, we 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

October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the cancelation of
her online order of a *** * bundle from one of our online third-party Marketplace vendors
As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the orderFor store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their storeIf the item was never ordered, then all requests to honor the incorrect price would not be granted
We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, "cached" version saved in the computer's databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached
In *** *** case, it seems the seller never shipped the itemWe did have a refund issued as a result, but *** *** paid with a gift card that she had purchased in order to buy this specific itemWe do not sell this bundle and we cannot force another seller to provide it to her for the price she paidEven though refunds are issued in the original form of tender, we have made an exception in this case as a courtesyThe refund gift card *** *** was sent has been devalued and we have sent two checks amounting to the $she was dueThese checks should arrive by no later than November 2, If *** *** would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http://***We have also included below a small excerpt specifically regarding pricing errors:
"Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
With that said, since our cancelation of *** *** order was in accordance with the posted terms and conditions that govern our website, we are unable to honor her request to provide the merchandise for the incorrect priceAs this decision is commensurate to the circumstances, we have closed our file
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
***
*** ***

I bought a piece of equipment from Sears.com on January 24, They were have a sale, so I allowed myself to be sucked inOn January 30, 2016, at 10:05AM, I received an email saying that my order had been delivered and I could pick it upI have had issues before with Sears, so I gave them an extra day to get it figured outI went in on Sunday, January to pick up my orderSears has a "guarantee" that an associate will bring out the order in minutes or lessI was there for half an hourI finally rang the bell to get someone back out to talk to me and explain what was going onThe store manager's response was that they had looked all over and could not find my orderIt was supposed to be delivered, but they just didn't have it and Sears.com does not tell them anythingAll I could do was call customer service and talk to themI called customer service on Monday, February to try and get things figured outAccording to the representative, my order was not scheduled for store delivery until February - and yet I still received an email saying my order was there on January I finally asked to have the case manager cancel my order and give me refundShe said I would receive an email in about hours confirming the cancellation and refundI did not receive anything, so I finally called back today, February My order had not been cancelled and only an email had been sent to the store to cancel my orderThe man I talked to today said he sent another email to cancel my order and follow upHe also said I would get an email confirming the cancellation and refund and that in 7-business days I would get a refundThis is the third issue I have had with placing an online order with SearsAn item I ordered online was sold to someone else in the store, which left me without a refrigerator for a weekAnother item I ordered online was lost and took several weeks longer to get to me because of the in-competencies and lack of communication within the Sears companyNeedless to say, I will NEVER shop with Sears again, and I would not recommend this company to anyone eitherSteer clear of Sears

The worst experience ever had SEARS customer & repair service

January 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her delivery experience We have reviewed the previous interaction Ms*** notes as well as her correspondence and all we can say is that Ms*** would not explain what more she was looking for when she was askedShe had asked for her haul away fee to be refunded, which was done as she notedWhen asked what else should be addressed, she would not elaborate for ***, she simply said she did not understand her and she would escalate the issueWe can only assume that Ms*** does not feel that her issue was given enough attentionAlthough we cannot disclose any disciplinary actions that may have been taken due to Human Resources Regulations, we can assure Ms*** that her issue was escalated to the District Manager and now it has reached the final level of escalation in our companyWe want to note that “haul away” implied just that; hauling the item awayWhat Ms*** needed was for her water heater to be drained and un-installedShe did not purchase installation; therefore, that service would not be providedWe apologize if this was not made clear to her and if the level of service she received was not satisfactoryHowever, as we have noted, her concerns have been forwarded to the appropriate parties and there is no one else left to escalate this matter toAny further correspondence will be directed to our office and the answer will be the samePerhaps Ms*** feels that there should not have been another issue with the delivery since she filed a complaint last year for a different issue with deliveryWe strive to improve in our processes every day, but that does not mean that there will not be issuesMs*** issue form last year was addressed and she accepted a $in relation to that matter; therefore, her Revdex.com complaint was closedIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

My washer is broken since November 14thI have warranty and they finally came out November Now it will be December 12th till it is repairedI have to drive to town to wash and dry clothes for a month! My wife and I both workWhy does it take so long????

October 23,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ** ***
*** *** ***
We have completed the investigation of *** *** rebuttal regarding Sears' response to his request for a free replacement tire
We have reviewed both Sears' response and *** *** rebuttal, and we do not find that *** *** has brought any new information to his complaintWhile we understand that he was dissatisfied with the service he received, *** *** did not provide an invoice documenting his return to have the tire evaluated, nor did he provide the location of the Auto Center he visited in New York so that we could view the invoice within our own systemsAs clarification, Sears offers nationwide warranties, which means that we would inspect the tire at any of our Sears Auto CentersIf the damage is caused by a Road Hazard and our customer did not purchase Road Hazard coverage then replacement of the tire would not be covered, regardless of whether it has been one day or one year since the original purchase dateThe inspection Sears Auto Center in New York completed would have determined if it the failure was due to a manufacturers defect, and if so, the tire then of course would have been coveredUnfortunately, we do not have *** *** invoice information and can only suggest that the failure of his tire was found to be due to a Road Hazard and that it was for this reason his request was not honoredWith that having been said, Sears offers Road Hazard coverage with every tire purchase at the time tires are selected and before they are mountedOur customers are asked to sign an estimate authorizing their selection, any coverage choices they may have made, and the final cost of the service*** *** did invite *** *** to return to his location in Pennsylvania to review his purchase and have his tire evaluatedHowever, this was simply a suggestion, from the original place of purchase, and *** *** is welcome to visit any Sears Auto Center location for assistanceHis tire can be evaluated and a determination regarding its eligibility for replacement within the manufacturer's guidelines can be made at any Sears Auto Center location *** *** chooses
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
***
*** *** ***

Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL
align="left"> Re: Persephone ***#*** Dear Ms***: We have not fully completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services anticipates completing repairs to Ms***’s refrigerator during a service call that is scheduled for October 17, Once repairs have been completed we will provide a more detailed responseWe 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

January 12, *** *** 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 a refund for a part she returned to Sears Parts Direct It is unfortunate that we failed Ms*** expectations when she recently returned an order to Sears Parts DirectWe 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, our records indicate that we issued a refund of $to Ms*** credit account on January 12, 2017. 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 Ms*** comments and the requested refund 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:
If Sears cannot check a water heater running continually within hours it should not be selling extended service contractsThe initial call Sears said daysAlthough it was not the water heater the slow response time meant a pipe shot hot water under my house for days
Sincerely,
*** ***

January 26, *** *** 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 her sears.com order 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 reviewed Ms*** order and confirmed that separate packages were delivered to her December 19th and 20th under tracking numbers*** ***, ***, and *** Our records indicate that Ms*** contacted sears.com customer service one time on December 20, 2016, but disconnected from the call before our agent could provide her with this information. If Ms*** still has questions or concerns about her order, she may contact sears.com customer service at the telephone number or email address shown on her order confirmation for further assistance. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted Ms*** comments 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 *** *** *** ***