Sears Holdings Corporation

January 23, 2017
 
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]...

complaint regarding the problem she encountered when she attempted to exchange a gift she received after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] mother-in-law was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. However, for the Christmas season we extended the return policy to accommodate gift returns. Items purchased from November 1, 2016 through December 24, 2016 could be returned through January 31, 2017.
With that being said, the Kmart 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 30 days from the date of your original purchase to make a return with the following exceptions...” Since the set of dishes were purchased on October 5, 2016, the purchase does not qualify for the Christmas extended return policy period; and Ms. [redacted] attempted to exchange/return them on January 7, 2017, she was over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. Ms. [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]

October 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
We have completed investigation of M[redacted] complaint regarding the mattress set...

that he purchased on July 21, 2015.
As clarification, Sears' return policy for mattresses when this purchase was made was 60-days and within that time a consumer would have had the option to request a one-time comfort exchange or a refund. Once that time frame has passed a refund is no longer an option and in order to receive an exchange a mattress must qualify under the terms of the manufacturer's warranty for a replacement. There is a specific method in making a determination of warranty coverage and the consumer is responsible for presenting documentation (photographs and measuring methods) that supports any claim. When our customers contact us for a warranty exchange, we present instructions regarding photographing the mattress and bedframe, in writing, via email or regular mail.
After reviewing Mr. [redacted] complaint and our records, we were able to determine that August 28, 2015 a one-time courtesy exchange was processed for Mr. [redacted] for the requested item number that was provided by him. In Mr. [redacted] complaint, he is requesting a second exchange or return. Unfortunately, we are not able to honor his request as he is outside the return window. If Mr. [redacted] would like to submit a warranty exchange request, he may contact our warranty department and we would gladly assist him and provide him with a step by step process to determine if he qualifies. We ask Mr. [redacted] to contact our warranty department at [redacted] to have his warranty exchange request processed. At this time, since we have provided with a direct line to assist him further, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
[redacted]

Hi There,
This was sent in error. We are not Sears, we are a staffing firm. We do not sell wine coolers.
Thanks,
[redacted]

I had an appointment at Sears Auto in Valley Stream NY. I had to wait 20 mins in line to just to check in. While waiting in a line a woman cut me, when I spoke up the women yelled and cursed at me and none of the employees did anything but put their heads down. When I finally checked in I was told that it would be 3 hours just to get my oil changed even though I had an appointment. Since I was on my lunch hour I had to leave after wasting 20 minutes standing in line. The Employees did not apologize for the delay or explain what was causing the delays. To add to the delays, the employees moved at a glacial pace . I will definitely never go back.

November
5, 2015RevDex.com[redacted]330
North Wabash Ave., Ste. 2006Chicago,
IL 60611[redacted]Via:
Revdex.com Website [redacted]
This
letter serves to confirm that...

Sears Home Improvement Products, Inc. (SHIP) has
been in contact with [redacted].  We
made multiple attempts to reach her by phone and had not been able to reach her
until today. We are researching the customer’s claim and will be in contact
once we have concluded our required research. We have asked [redacted] to
forward all of her relevant third-party correspondence and invoices to us so
that we are fully informed of the background of her complaint. We will be in
contact once we have reached a decision. Thank
you for your time, effort
and patience during the investigation process. If you have any questions or
concerns, please contact me directly at [redacted] or via
email at [redacted]Sincerely,[redacted] cc:
[redacted]ia 1st class postageTell us why here...

January 18, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her online order and non-receipt for a refund.   It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage.  We can understand her frustration with the series of events detailed in her complaint and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order, we found that Sears Online processed a refund of $1933.93 back to her [redacted] account on January 4, 2016. For Ms. [redacted] records the [redacted] transaction number is [redacted] We truly regret any inconvenience she may have experienced. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

October 27, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Mark [redacted] - # [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding Sears Carpet Cleaning.    Upon receiving Mr. [redacted] complaint, we contacted the local office for assistance.  The office provided the following response.  On October 1, 2016, technicians were sent to Mr. [redacted] home to perform a cleaning; Mr. [redacted] had expressed concern with pet odors in the carpet.  During the initial inspection, the technicians found that the carpet had several pre-existing conditions and noted on the invoice that because of these conditions the outcome could not be guaranteed.  Sears Service Guarantee specifically excludes pre-existing conditions such as permanent statins of any color, pet stains, pet odor or wear patterns. Mr. [redacted] initialed and signed off on the invoice, acknowledging this limitation.  Once the service was completed, Mr. [redacted] signed off on the results as well.   On October 5, 2016, the local office received a phone call from Mr. [redacted] expressing his dissatisfaction with the entry way; he stated that the carpet felt dirty and that the pet odor was still present.  While the removal of the pet odor was not guaranteed, the local office agreed to return to Mr. [redacted] home for a follow-up cleaning and pet odor treatment as a courtesy.  The follow-up appointment was scheduled for October 14, 2016.  On October 13, 2016, as a standard daily procedure, the office called the [redacted] home to confirm that someone would be home on October 14th for the service.  Even though the office was unable to get a confirmation, as a courtesy, they kept Mr. [redacted] on the schedule for October 14th.  On the day of service, the technicians arrived at Mr. [redacted] home around 4:00pm.  Prior to their arrival, several phone calls were made, but no one could be reached.  After waiting a few minutes, the technicians left.   On October 24, 2016, Mr. [redacted] called the office again to inquire why no one had showed up on October 14, 2016.  After it was explained to Mr. [redacted] the steps the office had taken to try to reach him, he was asked what day would be convenient to schedule another appointment.  At that time, Mr. [redacted] stated that he had another company, Modernistic, come out to his home and clean his carpet.  The office immediately informed Mr. [redacted] that due to the carpet being cleaned by another provider, any remaining service guarantee was voided.  Shortly thereafter, Mrs. [redacted] called the office demanding a refund of the cleaning fee charged by Sears.  It was explained to Mrs. [redacted] that only a manager could authorize a refund and that he would be available after 2:00pm.  Mrs. [redacted] began to yell and use profanity.  Mrs. [redacted] was subsequently advised that the call would be disconnected if she continued with the verbal abuse.  Mrs. [redacted] repeatedly called the office after that and was eventually told to please stop calling as she would not be provided with the refund she was seeking.   Due to the fact the Sears Carpet Cleaning was not given the opportunity to remedy Mr. [redacted] concerns with the carpet and because he had another service company clean the carpet, no refund will be provided.  As this decision is final and commensurate to the terms of Sears Service Guarantee, we ask that this matter be closed.   We appreciate the opportunity to address this matter.    Sincerely, Melissa [redacted] Regulatory Complaints Specialist

November 4, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding the repair of his...

laundry center.Upon receiving Mr. [redacted]’s complaint, we would like to apologize that his repair is taking longer than anticipated.  Unfortunately, we are currently in peak season and do not have enough technicians to match the demand of repair requested.  We are in the process of rectifying this by hiring additional technicians in Mr. [redacted]’s area so that this does not continue to occur.  We would like to note that Mr. [redacted] is currently scheduled for repair of his laundry center on November 13, 2015.  We have placed Mr. [redacted] on a sooner service list and will notify him should sooner service become available.  Again, we apologize for any inconvenience he may have experienced as we know how important it is to have a working washer and dryer.  That being said, because we have put Mr. [redacted] on a sooner service list, we respectfully request this complaint be closed.  We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted].[redacted]@searshc.com

Purchased ** TV, with what was sold to us as an extended warranty; actually a worthless protection agreement. TV quits, out of Manufacturer's warranty, in the protection agreement. Numerous calls to store, store manager. Calls were not returned as stated, have been told by numerous Sears employees, including management, their repair dept. is "[redacted]". Worst customer service EVER! And SEARS KNOWS IT! Do not recommend anything with the Sears label or brand.

November 6, 2016
'serif'"> 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Anthony [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted] complaint regarding his recent visit to one of our auto centers.
 
Upon receiving Mr. [redacted] complaint, we escalated his concerns to Joe [redacted], Business Strategy Manager, who states the following:
 
Mr. [redacted] purchased tires on 5/30/2016.  On 10/04/16 the vehicle was brought in for a tire rotation.  On 10/21/2016, Ms. [redacted] brought the vehicle back complaining about a noise on the driver's side.  After the wheel is removed and upon examination the brake caliper was loose. It was determined a rear bolt was missing or sheared off.   At that point, Ms. [redacted] was shown the problem and advised she needed a brake service to remedy the problem.
 
Ms. [redacted] refused saying the problem didn't start until after she brought the vehicle to Sears and stated no one else had worked on her car.  Upon further examination the brake caliper on the passenger side of the car was shiny and brand new, free of brake dust.  Ms. [redacted] was  shown the old rusty caliper on drivers side and the shiny new caliper on the passenger side.  The customer said she had the car for five years and never had any work done on it.  Ms. [redacted] then called her husband.  Ms. [redacted] was asked to have her husband check his records to possibly see if he had the brakes serviced.   At this point Ms. [redacted] said to put tires back on the car and she left.  The only service performed on this vehicle was a tire rotation. This service does not require the removal and or adjustment of the brake caliper.  That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
 
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

February 4, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator.  After reviewing the notes in the service system, we offered Mr. [redacted] an in-warranty exchange.  Mr. [redacted] accepted the offer and elected to exchange his current refrigerator for the same model, as it is still available.  On February 4, 2016, we processed the exchange and Mr. [redacted] is currently scheduled for delivery on February 5, 2016.  Since is it our understanding that Mr. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist

August 12, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and delayed processing of her layaway order.   It is unfortunate that we failed Ms. [redacted] expectations when she recently used Sears’ online layaway services. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Ms. [redacted] layaway order was updated so that she could make her final payment on July 29, 2016, and schedule delivery for August 5, 2016.  We attempted to expedite the delivery for Ms[redacted] and found that her refrigerator was readily available, but the vendor providing her adjustable base was unable to accommodate an earlier delivery date.  Ms. [redacted] received her refrigerator and the incorrect sized adjustable base on the scheduled delivery date.  Therefore, we attempted to reorder the adjustable bases for her, but again were dependent on receipt of the item from the vendor before we could deliver it to her.  Ms. [redacted] was dissatisfied with our inability to provide an immediate exchange, and informed her case manager that she wished to cancel the order.  As such, her order was cancelled for a refund less the Shop Your Way Reward points she had already spent.  Sears offered a product discount of $250.00 to offset the reduced refund.  Ms. [redacted] accepted this offer and indicated that it met with her approval.  A credit of $250.00 was issued to her [redacted] account ending in [redacted] on August 8, 2016.  This adjustment was provided in addition to a gift card of $100.00 she had already received and the aforementioned points she had already used.  We do understand that Ms. [redacted] is still dissatisfied with our services, but at this time, we can only reiterate that truly regret any inconvenience she may have experienced.  We hope that in the future Ms. [redacted] will allow us an opportunity to provide her with a more satisfying 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. [redacted] comments and an equitable 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,  [redacted] Regulatory Complaint Specialist [redacted]

November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]We have completed the investigation of [redacted]
complaint regarding the bill he received...

stemming from a repair that was
scheduled on his dishwasher.We would note that when we ordered the warrantied parts
for [redacted] dishwasher, we collected the amount to cover our minimum fee
for the trip and diagnoses, but we did not collect the remaining $70.05 for the
labor to install the part as this would have been collected when the technician
returned to install the part. However, since the technician never returned, the
service order did not close out until someone manually went in and took care of
this. The way it was closed, it made it appear that we had installed the parts
that were ordered when it should have been closed as if the parts were
installed by [redacted], which would have negated any fees for labor. When Mr.
[redacted] disputed the $70.05 amount he was billed, our National Support Center
cleared his record on September 24, 2015, and he should not have received any
further correspondence related to this debt since then. We would also note that
we do not report our collection information to any of the major credit report
agencies so any bill that was sent would not have affected his credit report.
If [redacted] does receive any further correspondence or has any questions, he
is welcome to contact me at [redacted] or via phone at [redacted] In the interim, since we have removed the charge
from [redacted] record, we have closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]

Initial Business Response /* (1000, 6, 2015/09/23) */
September 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]

Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]...

complaint regarding his dissatisfaction with the quality of the service provided on his dryer and his allegation that our technician damaged the hoses which subsequently caused a leak.
Upon receipt of Mr. [redacted] complaint, we reviewed the service order notes and the case notes regarding the dryer repairs. According to our records, Mr.[redacted] excessively requested service stating that the dryer was leaking water. As clarification, the washer and dryer are stackable units. Our technicians made multiple visits and inspected the dryer and Mr.[redacted]e was informed that the leak was not from the washer or the dryer. Mr.[redacted] was informed that the issue is from a drain pipe that is part of his home plumbing. On the most recent service visit on September 11, 2015 our technician made another visit and confirmed that the washer and dryer are both working. Our technician once again informed Mr.[redacted]e that the issue is that the drain pipe is backed up. On September 14, 2015 we contacted Ms.[redacted]e and she confirmed that the dryer was working fine. Ms.[redacted]e also mentioned that on a previous service visit our technician informed her that she had a dryer vent issue and recommended that she have it taken care of. She was upset that he had not informed her that the dryer vent cleaning was not covered by the service agreement. The service agreement that Mr.[redacted] purchased is for service on the dryer only, it does include its accessories such as the dryer vent. It is a consumer's responsibility to become familiar with any contract.
Due to the nature of Mr.[redacted]'s concerns regarding the water damage, we opened a claim with Sedgwick, our third-party claims adjuster. On [redacted] 29, 2015 Sedgwick investigated and denied the claim, since the water leak was from the home plumbing. If Mr.[redacted] has any questions regarding his claim, he can contact his case examiner [redacted] at (XXX) XXX-XXXX and reference claim number LXXXXXXXXXX-XXXX. As clarification, once the claimant has been assigned a claim number through Sedgwick, they provide an official response representing Sears. Sedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick's actions; their decision on any claim is final. With that being said, since we have addressed the issues brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr.[redacted]e and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com

March 30, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]      
[redacted]   We have completed the investigation of [redacted] complaint regarding her recent store visit.   [redacted] Store Manager, provided the following response:   We have spoken with [redacted] and she was provided with a resolution that she found to be acceptable.  Should [redacted] have any further concerns, I [redacted] may be reached during normal business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed.   We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 8, 2015/07/09) */
Contact Name and Title: Eligia [redacted]
Contact Phone: [redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94557323 - Michael [redacted]
Dear Ms....

[redacted],

We have completed the investigation of Mr. [redacted]' complaint regarding his recent online order.
We would first like to apologize for any inconvenience Mr. [redacted] may have experienced with this matter. After reviewing the online order, we found that Mr. [redacted] had previously been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions researched this matter and found that the chargeback of $839.10 was accepted. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted]' 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,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (3000, 10, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it it commendable that Ms. [redacted] noted my numerous attempts to have my money returned to me from Sears due to an internet sale they cancelled, but kept the money; the question still remains - where is my money? She has not mentioned returning the funds directly and immediately. Her quest is singularly to have the case closed by Revdex.com. The only way this will go away (and me with it) is to IMMEDIATELY and DIRECTLY refund the $839.10 Sears has held hostage from May 30th when they took payment and cancelled the online order for a refrigerator they purported to have on their namesake website. I also require a written letter of apology from the CEO. It the least he can do for all of the many customers like me who have endured this type of treatment (and according to Sears' social media sites, there are many). Once again, there will be no resolution to this matter until a full, immediate and direct refund is made to me.

December 29, 2016     [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re:  [redacted]     Dear Ms. [redacted]   We have not fully completed our investigation of Ms. [redacted] complaint regarding her recent online experience.   We apologize for the delay in responding to this complaint. We forwarded this matter to Sears Shop Your Way Rewards to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact the unit directly at [redacted]   We apologize again and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.     Sincerely,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

November 12, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted] Dear [redacted]We have completed the investigation of [redacted]
complaint regarding her inability to...

return a baby gate she purchased in May.We would like to clarify that if [redacted] did make her
purchase in May, and if she still had the receipt that proved she made the
purchase in May, then the newer policy from June would not have applied to her.
So if she had returned to the store with the receipt within 90 days, she should
have still been able to make a return or exchange for the price she paid. However,
if she did not have a receipt, then really under both return policies she was
not entitled to a refund or exchange as both required a receipt. However, we do
make exceptions but would have to apply the current return policy of 30 days
plus if the item has since been marked down, then the consumer would only get
whatever price is current in our system. So if the item has been marked down
out of stock, it is generally better for the consumer to just keep the item and
pursue other resolutions such as reselling it. So if [redacted] does have her
purchase receipt from May and she can approximately prove the date she was in
the store (since she filed her complaint after 90 days had expired) we would be
willing to contact the store to have them provide assistance for a refund. In
the interim, since we have explained how our return policy works, we have
closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]

October 23, 2015
Nita V[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: #94569295 - Fahm [redacted]
Dear Ms. V[redacted]:
This letter will acknowledge that we have received the additional information submitted to your office by Mr. [redacted], and we have provided the following response, in its entirety, to him via email as he has requested:
Dear Mr. [redacted],
I am writing to you in response to your request to be contacted by email only. However, I would like to start by explaining that while Sears does offer online chat services and online scheduling, Sears service units do not have the ability to correspond by chat or email. Email may make it more convenient to correspond at our customer's convenience, but where service issues are concerned email can at times become confusing and delay the resolution, especially if appointments need to be scheduled. With that having been said, your complaint seemed to indicate that your dishwasher repair had already been completed, but you were dissatisfied with delays and/or rescheduled service appointments. Our service unit manager attempted to reach you by telephone to confirm whether this was correct and discuss your complaint. When she could not reach you after 3 attempts on 3 different days, she scheduled a service appointment just to make sure the earliest date would be available for you once you returned her call. The service appointment would have been cancelled immediately if you were to have notified her that you did not need a repair. At this time, our records show that the last service attempt was made on October 3, 2015, and the service order was closed the same day. We apologize that this plan of action did not meet your needs. Our service units do not take complaints lightly, and we can only suggest that this is the reason they continued to attempt to provide service to you even without your response. We have informed them that although their attempt may have been to provide personalized service to you, in the future they need to receive direct contact from you before scheduling any appointments.
Because you mentioned calling and receiving incorrect appointment information, I feel it may be important to mention that I have found 4 separate merchandise and service listings for you. Two are shown for the address you provided with your complaint, and two are shown at another address. All have the telephone number you provided, but with your permission these listings can simplified to show either all items on one address, or one listing for each different address. This would greatly improve our schedulers' ability to view your service records and confirm appointments for you, since they are limited to viewing only by the single address or telephone number you provide them.
In reference to your request to be paid for lost time and wages, unfortunately, monetary compensation is not a condition of manufacturer's warranties or Sears protection agreements. Additionally, neither make any promise that repairs will be provided within any specific time frame or date. Regardless, we would be willing to offer a $75.00 gift card that can be used at any Sears or Kmart store, as a good will gesture. Please let me know if this is something you would like.
You are welcome to reply to this email or contact me on my direct telephone line at [redacted] Please leave a message if I do not answer and I will return your call as soon as I return.
Sincerely,
NICKI [redacted]
REGULATORY SPECIALIST, regulatory complaints
O: 512.248.7741
F: 512.248.7905
imx integrated member experience
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Nicki [redacted]
Regulatory Complaint Specialist
[redacted]
1-800-762-3049 Ext. 87741

Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
July 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re:[redacted]
Dear Ms....

[redacted]

We have completed the investigation of Ms. [redacted]'s complaint regarding her online order.
It is unfortunate that we failed Ms. [redacted]'s expectations as we value her patronage. We can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the online order we found that Sears Online Solutions issued a full refund of $1627.43 back to the Visa account ending in[redacted] on July 9, 2015. We apologize for the delay and hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been processed, 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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation