Sears Holdings Corporation

So, after improperly installing my garage door on September 20, Sears finally decided to send a plumber out today to do bathroom [redacted]. The plumber had to travel nearly two hours ti my house. He was told that the plumbing fixtures he was to install would be here as would a custom tub apron which also needed to be installed.
Sears neglected to bring the tub fixtures to my house. The plumber can't install what isn't here.
Even worse, Sears ordered the wrong tub apron (which takes 15-25 days on a rush order to manufacture and ship). They want the plumber to completely redo the plumbing line.
I have issues with the electrician. They did not put into light bulbs or advise me of the problem buobs to use. Either a city electrical inspector showed up to perform an inspection (after rough inspection) without coordination to schedule or there was an attempted push-in/home invasion robbery. The electrician had failed to respond to multiple messages I have left.
Finally, in regards to the improperly installed garage door, Sears has said they would provide an adjustment but has failed to actually follow through.
It is getting to the point that I am considering hiring an attorney to sue them for damages.
I make $60/hour and they are greatly inconveniencing me. They need to compensate me for my time. We are currently on day 50 of a projected identified to complete in five days. This is ludicrous.

March 28, 2016 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted]  [redacted]
* We have completed the investigation of [redacted] complaint concerning her local Sears Optical. [redacted] Customer Relations Consultant for [redacted] Retail, our business partner in operating the optical location referenced in [redacted] complaint has provided the following response, and we have included it in its entirety below: We are in receipt of [redacted] complaint filed with your office. We are sorry that [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by Sears Optical in [redacted], New Jersey.  Please be advised that this Sears Optical is operated by [redacted] as the licensee of Sears Holdings. [redacted] an independent doctor of optometry, subleases space from Sears Optical in [redacted], New Jersey, but she is not an employee of Sears Optical.  As an independent optometrist, the business is separate and apart from Sears Optical. Therefore, we cannot compel the doctor to provide a specific resolution.  However, we have taken the liberty of forwarding [redacted] concerns to her attention.  [redacted] or correspondence can be sent to: [redacted] Thank you for contacting [redacted] Retail. Sincerely, [redacted] Escalation Specialist/Sears Optical We apologize to [redacted] and we appreciate the opportunity to address this matter.  Sincerely, [redacted] Regulatory Complaints Specialist

February 5, 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 Mrs. [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her kmart.com layaway order.   It is unfortunate that we failed Mrs. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Our records indicate that Mrs. [redacted] was assisted by our Social Media team and her order was delivered to her on January 4, 2016.  In reference to Mrs. [redacted] request for a [redacted] gift card, unfortunately, we have the ability to issue Kmart and Sears gift cards only.  Therefore, 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 Mrs. [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]

December 30, 2015   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]      [redacted]   We have completed the investigation of [redacted] complaint regarding his recent order.   We apologize for the delay. Two credits were issued today equaling $629.90, the amount [redacted] was promised. These credits should reflect on [redacted] account within 3-5 business days. In light of the aforementioned information, we respectfully ask that this matter be considered closed.   Again, 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 [redacted]

September 6, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] - Alicia [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order and request for a refund.   It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. 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 the order we found that Sears Online processed a refund on August 24, 2016, for $646.89. This amount was credited back to her MasterCard account ending in 1868. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type 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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 2, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted]Dear [redacted]We have completed the
investigation of [redacted] complaint regarding interest charged on his
dental...

bill.Upon receiving [redacted] complaint, we contacted [redacted] with Sears Dental. She responded
that [redacted] paid $3,400.00 on September 19, 2013, under a 0% interest
promotion.  She further stated that Sears
Dental does not charge interest, and if he has accrued any interest, he will
need to contact Citibank directly, as they are the administrator of his Sears
account.  Additionally, [redacted]
advised that the billing was explained to [redacted] on December 1, 2015, by
her insurance company and she stated that she understood.  Again, if [redacted] has any further questions
regarding his 0% interest promotion, he will need to speak with Citibank.  In the interim, we ask that this matter be closed.We appreciate the
opportunity to address this matter.Sincerely,[redacted]

December 1, 2016
[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 the...

charges he incurred for the in-home service for the repair of his washer and his request for reimbursement.
Upon receipt of Mr. [redacted] complaint, we researched the protection agreement and service order history related to the washer. According to our records, the protection agreement on washer was renewed on October 16, 2013, with the expiration date set for October 16, 2016. On October 19, 2016 we received a call to schedule service for the washer; there is no recorded history indicating that Ms. [redacted] called on October 13, 2016. As clarification, when service is scheduled via phone or online, it is date stamped. We would also like to note that if the call had been made on October 13, 2016 the scheduling system would have automatically scheduled a warranty service regardless of the appointment date. After a manufacturer’s warranty or a protection agreement expires, the scheduling system automatically sets service as a cash call.
At the time service was scheduled, Ms. [redacted] was informed that the washer had no coverage, and service would be considered a cash call. Ms. [redacted] agreed and service was scheduled for October 26, 2016. Our technician provided an estimate for the repair and it was approved and the repair was completed. Since the request for service was made after the protection agreement had expired, the charges that Mr. [redacted] incurred for the repair of the washer are correct. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
October 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Sharon E. [redacted] # 94571778
Dear Ms. [redacted]:
...


We have completed the investigation of Ms. [redacted]'s complaint regarding the installation and repair of her range.
It is unfortunate that we failed Ms. [redacted]'s expectations when she called Sears for service to install her range. We would like to note that Ms. [redacted] has spoken with our Customer Solutions department regarding this issue and was refunded $60.00 under salescheck# 099118894803 for the installation of the range. As for the repair of the range, we apologize that she needed repair upon its arrival. Per our service notes, the range was repaired on October 1, 2015 and is now working as designed. We know how frustrating it can be to purchase a new range, only to have it not function as it should. To give Ms. [redacted] piece of mind, we have processed a 6 month complimentary Master Protection Agreement which will cover her range for an additional 6 months after her warranty expires. She is now covered until March 11, 2017. That being said, because Ms. [redacted] has been refunded $60.00 for installation, her range repaired, and a 6 month protection agreement processed, we respectfully request this complaint be closed.
We apologize to Ms. [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 Claims Specialist
[redacted]
Erica.[redacted]@searshc.com

[redacted]
RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611[redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a garage door opener installed...

by Sears in June
2009. Sears
warrants our installation services for a period of one year.  This means that the installation is now over 6
years out of warranty. That said, since the installation warranty expired in June
2010, we ask that this complaint be 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Thank you so much. Your organization has always come through for me over the years, and I truly appreciate it.
Sincerely,
[redacted]

February 9, 2016
Attention: Customer Relations,
TO WHOM IT MAY CONCERN:
I would like to inform you of my experience with Sears. Today Tues February 9, 2016. I call this morning before 10am and had to call (3) three times with three different people.
This issues I was having was I thought a simple one. 1st problem was that I was having a problem putting in the no shipping fee and the 2nd problem was I could not put in the promo code.
Even though I had a problem with the two issues I placed the order. I thought that I could just make the adjustments later as I have done with many other retailers. I tried another computer but I still had a problem with the website accepting the promo code and the free shipping. I read the fine print and I did feel that my purchase qualified for both.
I made a call Tues, February 9th. The first person was a women, I cannot remember her name, but she was rude. I say that because I was asking her about the no shipping that I saw when I place my order with Sears on line. She repeated and repeated and repeated what the shipping cost was. Like I told her I already knew that. As if to say that I should have no problem paying that. Like I told her the price was not my concern, my concern was, I was entitled to get shipping free. As far as my next issue it was not properly addressed or checked properly. Just listen to your recording and you will see how she did not care and just gave me the same excuse for the 2st issue as the 1st issue.
2nd person’s name was Ryan after explaining my problem with him, he just plain old hung up on me. Is this acceptable phone behavior for Sears Customer Service? Is this the way your employees handle problems that they can’t handle or don’t know how to address is just to hang up on people and be rude to them?
3rd person I spoke to was John (I believe) I explained to him what had just happened with the previous two people I spoke to a Sears Customer Service and he was apologetic and told me that he was having a problem with the website also and he could not locate my order as well as the other (2) people I spoke to they had a problem with the website. He promised to call me back in 15 min but that call never came. I guess he just gave me the brush off and had not intent on calling me back. He never met to call me back. I gave him my phone # twice so, I’m sure he just told a fib.
At the least I am very disappointed and upset that a retailer I have dealt with for years could just brush me off as if I was not important. I have never been treated so rude by any retailer customer service staff. Is it the practices of a professional business to treat people unkind just because they can’t handle consumer complaints.
I’m disappointed to see this it what Sears Customer Service has come to.
Extremely unhappy, Long-time customer of sears

July 7, 2016   [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 delay she has experienced in receiving a refund for a returned item.   As clarification, whenever most retail stores ring up a purchase and charge a customer’s credit card, the purchase is immediately applied because the credit card company issues an approval and electronically debits the account.  If the merchandise is subsequently returned, the credit card company does not electronically credit the account.  Instead, they research to ensure it is a valid refund, and then once confirmed, they post a credit to the cardholder’s account.  This process can take days or weeks and is entirely dependent on the financial institution’s policies.  We do try to expedite this process as much as possible, but it can sometimes take a few days.  Unfortunately, in Ms[redacted] case, it was somewhat longer. We apologize for any inconvenience Ms. [redacted] may have experienced as a result of this issue. With that said, our records indicate that Ms[redacted] refund for $950.09 was issued on July 5, 2016. Previously, her account had been credited $100.00 towards this purchase. Ms. [redacted] may want to contact the administrator of her account once again and inquire as to the status of her credit.   Ms. [redacted] has asked for an additional credit due to the delay. However, we cannot issue a credit to her account if there is no corresponding sale.  However, we are willing to send Ms. [redacted] a $30.00 gift card as a courtesy. We ask that Ms. [redacted] allow 10-12 business days for the arrival of that gift card. Since we have issued the credit due to Ms. [redacted], we respectfully ask that this matter be considered closed.    Again, we apologize to Ms. [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 [redacted]

Initial Business Response /* (1000, 7, 2015/06/27) */
June 27, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted] - [redacted]

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

regarding his dissatisfaction with the delivery of his exercise equipment and the problems he encountered with our customer service regarding the assembly of the units.
It is unfortunate that we failed to meet Mr. [redacted]' expectations when we recently scheduled the delivery and assembly of his exercise equipment. We value Mr. [redacted]' patronage and can understand his frustration considering the series of events he mentioned in his complaint. We assure Mr. [redacted] that his complaint and feedback were submitted to management for review. It will give us the opportunity to remedy any problem that may exist and help to improve our service further.
According to our records, the merchandise was picked up and returned to our warehouse. On June 16, 2015 the store manager issued a refund of $1,695.98 to Mr. [redacted]' credit card ending in [redacted]. Since Mr. [redacted] lives in the Netherlands, we reached out to Mrs. [redacted] via the email address listed on the complaint; Mrs. [redacted] sent the complaint in on behalf of Mr. [redacted]. On June 17, 2015 we contacted Mrs. [redacted], to discuss their concerns and apologized for the inconvenience and frustration. Mrs. [redacted] stated that Mr. [redacted] was short $19.00 on the refund that was issued, so we offered to mail a check for the remaining refund due. We then offered a gift card for 10% of the item purchased and on June 18, 2015 the offer was accepted. If Mr. [redacted] does not receive the check or gift card within 30 days, he can contact his case manager Matilda Seelig at (XXX) XXX-XXXX or [redacted]@searshc.com. In the interim, since we have addressed the issues brought forth in Mr. [redacted]' complaint, we have closed our file.
Again, 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com

December 13, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted]
Via: 1st Class US Postage
Via email: [redacted]...

Dear Ms. [redacted] This letter provides you an update regarding Ms. [redacted] complaint. I have corresponded with the customer and the St. Louis office. We have confirmed the necessary parts are on order to make the patio door repair. The parts are to estimate to arrive on 12/23/2016. We will schedule the service once the parts have arrived and update you accordingly.
As far as the trim concerns, I have reviewed and researched in thorough detail. While we understand Mrs. [redacted] may disagree with the decision that has been made, it is the correct decision based solely upon the facts surrounding the contracts, installations and completions. The contracted work calls for replacing the windows only, not casings or the trim. Each window was not the same and damage is going to happen when removing the old windows. However, we cannot perform work that was not on the contract. We apologized to the customer for any misunderstandings or inconveniences she may have experienced.
In order for the installer to make sure the windows fit properly he filled the areas that had been removed to fit the window in place with the necessary pieces called "mulls". The mull is not contracted to match the trim or casing you have in place as it is not contracted to replace the trim or casings. Additionally, the contract states we are not responsible for paint. The minor insulation sticking out is not an issue. The installer can cut the small piece sticking out when he is scheduled to come out and replace the sliding door. The window insulation is not insulation for a home. Ultimately, the new windows improve the appearance of the house but also take advantage of modern energy efficient windows that bring about an overall improvement of the ambiance of the house at low recurring cost of heating and cooling.
We completed the window and sliding door job as contracted. When the windows and sliding door was installed the customer was asked to sign a completion certificate. This certificate stated not to sign it until installation was satisfactorily completed. It is the responsibility of the consumer to inspect the work to ensure that it meets their needs and that they are satisfied with it. The customer signed this certificate on 10/24/2016.
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] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]

Initial Business Response /* (1000, 8, 2015/06/10) */

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Xuan ** #94553373
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding repairs to his...

refrigerator.
Delores [redacted], Sears Home Services, District Operations Supervisor provided the following response:
Repairs to Mr. [redacted] refrigerator were completed on June 3, 2015. During the service call the technician, who was at the home for a little more than an hour, noted that he found a leak at the drier and repaired it. Additionally, the technician vacuumed the system, tested it for leaks and then recharged the system to ensure the unit was functioning properly. After the aforementioned repairs were completed, the system was found to be operating as expected. Since we have completed the repairs to Mr. [redacted] refrigerator, 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 concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[email protected]

November 10, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Lois N [redacted] Dear Ms. [redacted]
We have completed the investigation of Jones’ complaint regarding...

her dissatisfaction with the multiple repairs on her refrigerator and the problems she encountered with the delivery of the in-warranty replacement.
Upon receipt of Ms. [redacted] complaint, we reviewed the case notes related to her refrigerator. On August 25, 2016 Ms. Jones was offered an in-warranty exchange on the refrigerator. She made a selection for a different model and the replacement was ordered. Regrettably, the manufacturer notified us that the unit became unavailable and the order was cancelled. She was instructed to reselect and was provided a $100 upgrade. Ms. [redacted] contacted our online customer service to place the order instead of contacting Customer Solutions. The order was placed as a new order and she was charged for the full amount. As clarification, our online customer service is unable to process exchanges on appliances. The following day, the order was cancelled and a refund was issued. We contacted Ms. Jones and offered to process the in-warranty exchange and would monitor the delivery. Ms. Jones is undecided with our selection of available refrigerators and will contact me once she has made a selection. I informed her that she will have to select before the warranty expires on December 10, 2016. In the interim, since we have addressed the issue brought forth in Ms. [redacted] complaint we have closed our file.
We apologize to Ms. Jones and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

Complaint: [redacted]
I am rejecting this response because: 
I have lost confidence in the fact that Sears is making a sincere effort to resolve this issue in good faith.  I notified Sears and made them aware that I was not granted the 10% that I was owed off of my washer, dryer, and pedestal purchase.  The 10% sale should have been granted just by me calling and requesting this, as per the African American male store manager at the Sears Outlet in Ontario,Ca.  I am disappointed in the way in which I have had to chase down both Steve and Dorene which is what prompted me to file a Revdex.com complaint in the first place.  I would like to provide you with a timeline of the inadequate and unprofessional service that has been provided to me since my purchase on 7/15/16.
7/15/16  I purchased a washer, dryer, and pedestal from the Sears Outlet in Corona, Ca.  I also purchased a pedestal over the phone from the Sears Outlet in Ontario, Ca.
7/16/16  I drove to pick up the pedestal from the Ontario store.  XPO was scheduled to deliver the washer, dryer, and pedestal that I purchased from the Sears Outlet in Corona.  Delivery was scheduled but I did not receive the products. Eric claimed that the unit did not have the proper screws and indicated that I needed to hire a plumber to install a new vent, 3/8th gas line and hot and cold hoses for the washer.  I notified Jason from the Sears Outlet in Corona as well as the manager from XPO regarding Eric's unprofessionalism and requested that he not be sent back to my home.  I contacted the plumber and was charged $80.00.  the plumber indicated that I did not need anything and that my parts were fine.  I drove to the Sears Outlet in Torrance and purchased items that I did not need.  this was a waste of time, gas, and money.
7/19/16  Delivery window was set from 10 to 12pm.  they called me at 12:47pm.  They were not supposed to deliver until 7/20.  Had I known they were going to be there after noon, I would have made arrangements to be there.  The delivery date was incorrect and they were still late and did not bother to call until after the fact.
 
 
 
 
 
 
 
 
 
 
 
 
Sincerely,
Ayesha [redacted]

I purchased a [redacted] Elite dishwasher from Sears in February of 2013. In the past 3 years, I have had at least 8 service calls about this dishwasher. Because they did not find 4 "functional failures" in 12 months, they will not replace my dishwasher. I have had the plastic rails/clamps that hold the racks in the dishwasher break and need to be replaced multiple times. There have been 2 service calls because the control board had shorted out. I have had a service calls because the pump on the bottom of the dishwasher detached and leaked water all over my kitchen floor and the basement below. I have another service call scheduled for next week because the dishwasher once again leaked water all over my kitchen floor and basement. Still they will not replace this defective machine. These defects are well known with many, many complaints on various websites, yet Sears will not take responsibility for a known defect.

August 12, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Kevin [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service and delayed availability of his store pick up order.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an online order for pick up at Kmart. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review.  As a result of this action, Jud [redacted], District Manager for Kmart Store number [redacted], contacted Mr. [redacted] by telephone to discuss his concerns.  At that time he informed Mr. [redacted] that his online order was cancelled and would be automatically refunded to his account.  As an apology, Kmart sent Mr. [redacted] a money order for $20.00 money order which he may use to purchase additional filters or use however he chooses.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We hope that in the future Mr. [redacted] will allow us an opportunity to provide him 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 Mr. [redacted]s 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,  Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]

I WENT TO SEARS TO PURCHASE A TV THROUGH THE WHY NOT LEASE IT PROGRAM BECAUSE THEY HAD MAJOR DEALS GOING ON FOR TV'S. AT THE TIME OF PURCHASE, IT WAS STATED THAT THE TV WE WANTED WAS OUT OF STOCK BUT THEY COULD ORDER IT FOR ME AND THEN GIVE ME A CALL ONCE IT WAS SHIPPED TO THEM. NO ONE EVER CALLED ME TO PICK THE TV UP, I HAD TO CALL MYSELF. I WENT TO PICK THE TV UP, GOT HOME AND SEEN THAT WHEN THE TV WAS PLUGGED IN THERE WERE LINES COMING FROM ONE CORNER TO THE MIDDLE OF THE SCREEN, AS IF IT HAD BEEN DROPPED. I RETURNED THE TV BACK TO SEARS, WHEN I ASKED ABOUT ME HAVING A WHY NOT LEASE IT CONTRACT FOR THE TV I WAS TOLD THEY WOULD HANDLE IT. DUE TO ME HAVING TO GO THROUGH THE WHOLE RETURN PROCESS AND HAVING TO WAIT FOR ANOTHER TV TO BE SHIPPED, I DECIDED NOT TO GET A NEW TV. I CONTACTED SEARS A DAY LATER, I WAS TOLD THAT I NEEDED TO CONTACT WHY NOT LEASE TO LET THEM KNOW THE ITEM WAS RETURNED BACK, AND THAT A SEARS ASSOCIATE WOULD BE CALLING TO VERIFY IT WITH THEM. THE FIRST PERSON I SPOKE WITH SAID OK. A COUPLE DAYS GO BY, I CONTACTED WHY NOT LEASE IT JUST TO VERIFY EVERYTHING WAS MOVING IN THE RIGHT DIRECTION. THAT DAY FORWARD, ALL I GOT WAS THE RUN AROUND. I WAS TOLD THAT SEARS DOESN'T CONTACT WHY NOT LEASE AND VICE VERSA. I ASKED TO SPEAK TO A SUPERVISOR, THE REP KEPT TALKING AS IF THEY DIDN'T HERE ME. AFTER I GOT UPSET, I WAS PUT ON HOLD FOR 20 MINS, AND THEN THEY HUNG UP ON ME, MULTIPLE TIMES. I CALLED BACK, EXPLAINED WHAT HAPPENED, I WAS TOLD SOMEONE WOULD BE GIVING ME A CALL. ONCE I GOT A CALL, I WAS ASKED IF I STILL HAD THE RECEIPT. I EXPLAINED TO THE PERSON ON THE PHONE THAT I THREW THE RECEIPT AWAY BECAUSE TIME HAD PASSED AND I DIDN'T KNOW THAT I WOULD BEING GOING THROUGH THIS BEING THAT I'VE HAD MULTIPLE CONTRACTS WITH THEM AND PAID THEM ALL OFF. I CONTACTED SEARS, SPOKE TO A SUPERVISOR, AND DIDN'T RECEIVE ANY HELP FROM THEM EITHER. THE SUPERVISOR STATED THAT I NEEDED TO TALK TO WHY NOT LEASE IT. THE ISSUE WAS NEVER RESOLVED, AND NOW HERE I AM ALMOST A YEAR LATER DEALING WITH THIS AGAIN BECAUSE NOW THEY HAVE ADDED ON MORE MONEY THAN WHAT THE TV WAS ADVERTISED AS AND IT IS NOW ON MY CREDIT. I WILL NOT TAKE RESPONSIBILITY FOR AN ITEM THAT WAS DAMAGED IN THE FIRST PLACE AND THAT WAS RETURNED BACK TO THE STORE.