Sears Holdings Corporation

August 22, 2016
 
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611 
Re: [redacted] – Amanda L. [redacted]
 
Dear Ms. [redacted],
 
We have completed the investigation of Ms. [redacted]’s complaint regarding her online order experience.
 
It is unfortunate that we failed Ms. [redacted]’s expectations and can understand her frustration with the series of events noted in her complaint. After reviewing the notes in her order we found that she had been in contact with (EMS) Executive Member Services, Sears escalated complaint department. EMS assisted in processing a full refund for the original order and issuing a 25% discount on a new order which she accepted. The full refund of $1461.16 was processed on August 14, 2016, and the sales adjustment of $401.88 was issued on August 16, 2016. 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. Since it is our understanding that this resolution met with Ms. [redacted]’s approval, 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

sears has the worst customer service that I have ever dealt with. Make an appointment to get something repaired under warranty and after waiting for four weeks they don't show up. When I called they said it would be another three weeks.

Worst customer experience ever – even worse than [redacted]!
Bought a mattress in store. Cancelled order prior to delivery. Received $100.00 bill, called to ask why and was told it is a rebate charge. Service rep said he’d open a case and I’d hear back. Heard back a week later via a letter that the charge is for a rebate and provided a phone number to follow up. That phone number was wrong and didn’t ring anywhere so I called customer service and have now spoken to Sophie, John, Vanessa, Becky, Mariah (said she was looking the number up and then disconnected the call), Cindy, Mathew, & Winnifred without ever being helped or given a new phone number to try. At one point I was told that the Rebate Customer Service department referenced in the letter didn’t even exist. Matthew, supposedly a customer experience manager actually told me that I had to call the store and that he didn’t have time to help me.
So Sears is trying to charge me $100 for a rebate on an item I never received. I’m on my 3rd hour on the phone trying to get this sorted out. (On hold now) All I know is that I will never shop at Sears again, and will advise others not to either.

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding his Kenmore...

washer.
We have scheduled the pick-up and return of [redacted] washer. The washer will be picked up October 29, 2015, and once it has been checked in to the warehouse a bank check will be processed. I have contacted and advised [redacted] and he is satisfied with the aforementioned plan of action. Since we will be picking up the washer and refunding [redacted] 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]

April 27, 2016
size="3">
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager for unit# [redacted] who states the following:
At the time [redacted] came in for credit, I explained to him that I would have to see the vehicle to verify the work because of warranty purposes and would need the old part to return for credit. I stated I was unable to go off what another shop was stating and that they may had reused the same axle but just replaced the seal. [redacted] stated the shop would charge him a core charge to get the axle back and I explained if that was the case, I had a core he could take to get the new part we had just replace back for us. He stated that they would no longer have it because it had been days since he had the work performed and I answered that his invoice had presented to me stated it had been the day before he was in Sears asking for credit. I again asked [redacted] for a chance to verify and if he would please try recovering the old part but he stated, "if that's how you want to play" and left.
Once again, talking to the customer over the phone today 04/22/2016, I went over the issue and asked if all other work performed was ok or if he was having any other issues. [redacted] stated all other work is correct and he is not having any issues. At this point I stated I would give him the benefit of the doubt and return him the credit he was asking for in the sum of $274.69 on what the other shop had concluded and stated they had replaced. I asked [redacted] if he were to ever have any issues with work performed in our shop to give us the opportunity to correct it and to call us before having any work performed at another shop to come to a resolution prior. This would not create doubt or confusion going forward and would also continue his warranty buy not having it voided for work performed in another shop. [redacted] accepted to first contact us on work perform by our shop if any issues were to arise in the future. I will be crediting [redacted] in the sum of $274.69 when he has a chance to come into the shop to pick up his credit. That being said, because we have addressed [redacted] complaint, we respectfully request 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]
Regulatory Complaints Specialist
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/08/19) */
August 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms.[redacted]
We have completed our investigation of Mr.[redacted] complaint...

regarding service coverage under his Sears Home Warranty.
Upon receipt of Mr.[redacted] complaint, we found that the Sears Home Warranty # XXXXXXXXXXXXXXX was cancelled on July 14, 2015. Since the home warranty has already been cancelled as requested by Mr. [redacted] we have closed our case.
We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com

Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
September 15, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL ...

60611
Re: 94568105 - Syed [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding his online order and non-receipt of a refund.
After reviewing the complaint filed, we found that Mr. [redacted] had previously been in contact with Social Media, Sears' escalated complaint department. Social Media researched his online order and confirmed that the refund was not successfully processed. Therefore, a new eGift Card of $100.00 was processed on September 3, 2015, and emailed to his email address. On September 8, 2015, Social Media confirmed with Mr. [redacted] that he had received the refund gift card. 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. We truly regret any inconvenience he may have experienced. In the interim, since the refund has been received, 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

March 3, 2016[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction...

with our customer service and non-receipt of a refund for her cancelled layaway.It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure her that her concerns have been forwarded to management for review.  As a result of this action, we revealed that [redacted] opened her layaway on December 22, 2015, with a [redacted] Payment of $23.81. Her order was cancelled on January 21, 2016, due to non-payment.  It is Sears’ policy to refund purchases in the same form as the original payment.  Therefore, [redacted] refund would have been expected to be issued to her [redacted] account, rather than by check.  With that having been said, it is important to note that a cancellation fee of $25.00 is assessed on all layaways over $400.00 and because [redacted] paid only $23.81 toward her layaway balance, her payment was absorbed by this cancellation fee.  Therefore, a refund check or account credit was not issued to her.  Our layaway terms are posted within our stores, on our receipts, and on our website, and a payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customer with each layaway account that is opened.  It may also be important to note in this case that Sears Outlet Stores are independently operated franchise locations with their own pricing for new, used and one-of-a-kind or scratch-and-dent items that non-franchised full line Sears stores are unable to match.  This information is provided in our stores, sale ads and on our website.  At this time, we can only reiterate that we regret any misinformation [redacted] may have been provided about her layaway order.  We hope that in the future she will allow us an 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 [redacted] comments and confirmed that the proper layaway process was followed. 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]

I called 1-[redacted] to get service on my Refrigerator which is and has been covered for many years under a Master Protection Agreement a week ago and was given a Service date of Dec 22 between 3:00 Pm and 6 PM. Basically I was given a number and told to stand and wait in line for a week. Today, Dec 22 I called to see what the status of my Service @ 4 ish PM. John told me that I had to wait another week until Dec 29 because the serviceman called in sick, today. "Satisfaction Guaranteed", Right? I told John that because the serviceman was sick, Sears cancelled my number and told me to go to the back of the line. He was a waste of time so I was finally granted my wish to talk to his supervisor: Paula. Again, told me to go to the back of the line. I asked if the serviceman died or was sick and expected to go back to work before the 29th. She got real huffy with me and frustrated and basically said she was not going to reschedule. Sears, Wake UP!. When I got a number don't cancel my number and send your serviceman to people who got into line after I did. I am next. I have had a 20 appliance Cap Plan and pay you right at $1000 every year to maintain and service my appliances (might say a retainer fee) and probably less than 1% of Sears Customers pay you that much. I did not like waiting in line for the first week, but I did. Next time you get a number and wait in line and wait and wait and wait only to be told that your number has been cancelled and you now have to go to the back of the line. Wow, would you get Passionate or what? I am a small business owner and I would go out of business using your business scheduling tactics. I am not complaining on John or Paula. My complaint is with the person who sets up and is in charge of scheduling who should keep sufficient personnel who are trained and waiting to jump on a service call. How many people will be serviced who called in after I did? The numbers should roll to who is next not "Oh you will have to wait a week for a New Appointment". You keep trying to get new business when all you really should have worked on for years is taking care of the business you had, Right, Had and you would not have lost so much. Dependability is the greatest of all abilities. Please contact me at [redacted] or @ [redacted] My name is Phillip [redacted]

October 5, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted]complaint regarding the...

order he recently placed with seller [redacted]
As we noted, the order in question was placed through one of our Marketplace vendors, [redacted] As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up.
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An 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 substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case [redacted]s 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:
"...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" BASIS. TO 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 PERFORMANCE. IN 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 SITE. FURTHER, 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 COMPONENTS. NO 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.
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears 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 Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
In closure, since the price shown was not accurate and Wayfair provided [redacted]s with a full refund on September 30. 2015, we are unable to honor her request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, we have closed our file.
We apologize to [redacted]s and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]

December 21, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. [redacted] We have completed the investigation of the [redacted] complaint...

regarding their allegation that the installation contractor installed the incorrect bottom trim kit during the installation of their oven and damaged the cabinets.
Firstly we would like to apologize for the inconvenience and disappointment that the [redacted] may have experienced. We contacted Ms. [redacted] and she confirmed that she had received the correct bottom trim kit. She stated that the contractor knew that the one he had installed was not the correct one and damaged her cabinet. We offered to contact the contractor and request a return visit to install the correct trim kit and to assess the damage. On December 20, 2016 we followed up with Ms. [redacted] and she stated that she had a relative install the bottom trim kit. However, the contractor did return on December 19, 2016 and assessed the damage. We received confirmation that a damage claim has been filed and assigned claim [redacted] The installation contractor will continue to work with Ms. [redacted] regarding the damage claim. If Ms. [redacted] has any questions or concerns, she can contact me direct at [redacted] With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted]’s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.
We apologize to the [redacted]s 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]

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have...

completed the investigation of [redacted]s complaint regarding Sears Home Services and repairs to his washer.
We have provided [redacted] with a store credit in the amount he paid for his [redacted] washer in November 2014. As a gesture of good faith we provided an additional $125.00. We have ordered a [redacted] front load washer, which will be delivered on Wednesday, October 28, 2015. Since it is my understanding that [redacted] was satisfied with the actions taken by Sears to resolve his complaint, 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]
[redacted]
[redacted]
[redacted]

[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611  

align="left">  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the installation of a dishwasher. [redacted], Sears Installation Solutions, Customer Advocate provided the following response:   I have been in contact with the local District Contractor Manager regarding Mr. [redacted] request that    the installers wear shoe covering and ensure that no dirt is brtought in the home. That said an appointment has been schedulked to have the dishwasher installed on Tuesday, January 31, 2017 from 9-12. After the unit has been installed I will follow up with Mr. [redacted] to ensure his satisfaction. 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 Claims Specialist Sears Holdings Corporation [redacted]

On 2/24/2016, we attempted to purchase a stove online through Sears. The website wouldn't accept my credit card number so we had to manually put the order through with a phone representative who spoke broken English. Despite this annoyance, the order went through and the delivery date was scheduled for 3/9/2016. Keep in mind, that we told the representative that we were flexible on the delivery date and the date we were given was nearly 2 weeks after the purchase. On 3/8/2016 at 6:48 pm I received an automated phone message indicating that delivery would be between 11:45 am and 1:45 pm. Since this was the middle of the day and I didn't have this information until the night before, I had to take the whole day off from work. At 11:42 am, while securing my dog and preparing for delivery, I missed a call from [redacted]. There was no voice mail left and so I had no auditory alert on my phone to indicate I had missed a call. At 12:10, when I realized I had missed a call I returned the call and a Todd? answered the phone. He said "Yea, we are going to have to reschedule, I can't find your house. I tried calling you and your husband. I know it was outside the delivery window, but I did try." I stated, "I can't reschedule, I took the day off work. Where are you at now?" The driver then hung up on me. I tried calling him back at 12:11 and it went right to voice mail. At 12:15, I called the company number where I had received the automated message and spoke with a representative who attempted, unsuccessfully. to reach the driver at the number I gave her. However, she indicated that her computer stated that delivery was set for 12:45 pm. She advised to wait and call back if the driver didn't show up at that time. At 12:45, I called back after no delivery and that representative indicated that I was next in line for delivery and just wait. I called my husband who said he received a voice mail from the delivery person and I advised him of the situation and asked that he continue to try to reach the driver. At 12:31, I attempted to call the driver again and it went to voice mail. At 1:10, I called the company number again, who indicated that I was #6 in the order of delivery and they were on #5. At 1:35 received a call from my husband saying that the driver had finally called him back. The driver indicated to my husband that delivery might be on Friday. My husband reminded the driver that we were still within the delivery window and he didn't appreciate the driver hanging up on me. The driver indicated that he was "in the hills with no service." There is a cell phone tower 10 miles from my house, so there was no way to lose service in the 28 minutes it took me to call him back. My husband then asked "Where on Ladera Circle were you? We have a Dodge truck, a camper and a Dodge charger in the driveway and a dog house in the front yard." The driver commented that he didn't see any of that"--leaving us to start to question if he was really in our neighborhood. The driver then said, "Well I saw a [redacted] on a house." We are at [redacted]. My husband asked if the driver looked across the street to which he received an evasive answer. My husband then said, "We need this delivered today, my wife took the day off work." The driver then commented, "I don't think she did." Despite multiple attempts, by my husband, to convey to the driver that we needed to stove today, we had no other stove and we couldn't take additional time off work during the week, the driver stated "My manager said maybe on Friday and I'm trying really hard not to get frustrated with you." There was never an apology and never an attempt on his part to even try to make this work or try to locate the house and he NEVER called me back--the responsible party that was at the residence that he should have been communicating with in the first place. After ending the conversation, my husband informed me of this and we made the mutual decision to cancel the delivery, the order and our Sears credit card. The Sears representative tried offer my "Shopmyway" points as consolation and did apologize. I thanked her, but told her that wouldn't get my stove today and I wanted nothing more to do with the company. I would like to remind this company, that in their delivery instructions, it does not say that you need to be near the phone number on file in case the delivery driver gets lost. Nor does it say that should that happen, then the delivery will be cancelled. It does indicate that an adult be present and animals be secured--which is what I was doing when the driver originally called, outside the delivery time window. It does not say the driver may be early. It does not say that the driver won't fully identify himself, leave a voicemail to the number on file or return your calls. Our street is marked and located by GPS and the house number is right by our front door. We have never been treated so poorly. We weren't even given the option to have it delivered later in the day or even to store where we could pick it up. At $35/hour, the company should probably reimburse me the time I lost from work to go on this wild goose chase. I realize that customer service representatives from Sears can only go by what their computer tells them, but where is the accountability for their drivers? He wouldn't even answer when they tried to get in touch with him. We have purchased all of our other kitchen appliances through Sears, but we will never use this company again, never use the credit card with the Sears logo on it because of the events today. We recommend never using their delivery services if you have to purchase something and highly question the use of their company at all given the entire history of this situation.

To whomever might really care,

So far my experience with Sears Home Repairs is worse than I could have ever imagined. Today marked a new low even for your company. This was SUPPOSED to be the forth attempt to fix my refrigerator over the last 3 months. Previously they would make their best GUESS at what was wrong, declare it fixed and leave. Each time within days the fridge would stop working. Last time he declared more parts were needed but that I would be on the “Priority List” that as soon as the parts were in I would have an appt, the latest being on August 1st. I received the parts and expected I might get my “Priority Appt” call. No such call, but the appt was for the 1st anyway. I realized on the 31st I had not gotten my reminder email or call. So first thing Monday the 1st I called, only to be told my appt was for the 8th!!


I was mad beyond belief at this nonsense! I also am sick of hearing your receptionist and managers tell me they understand and know how I feel! I told the manager what had been going on and she said she could move me to the 5th, if anything became available sooner they would call, but that was the best they could do. So today I get up bright and early, because the tech will be here between 8am and noon. I patiently wait till 12:15pm when I call to find out where they are. I am now told they will be out between 2pm and 4pm!!!! No courtesy call earlier to say we are running late. So now I tell the manager how this is unacceptable based on what I have already gone through. I want someone here now and I want it confirmed.

What a surprise she comes back and tells me the regional dispatch person has someone who didn’t show up.......blah, blah blah get to the point! It will now be tomorrow between 1 and 4pm! Really, now you are going to screw up my Saturday!!!

This is beyond unacceptable. I have no real way of punishing you for the unacceptable level, dare I say just simply CRAPPY service, I have received!! I am going to take to social media and ask my friends to help. I will be filing this experience with the Revdex.com – Revdex.com and any place else I can find. I went with Sears because in the past it meant something. My experiences in the last year have been extremely poor. At this point the level of expertise from the repairmen is very poor. They are simply guessing at repairing my fridge. The staff that answer the phones speak to me like they are robots. They repeat the same stupid phases over and over like they are reading it from a book. You can bet your [redacted] when my service agreement comes up I will be shopping it around.

If you dare to call me and will not be reading the stupid “I understand how you feel” from a book, please do so.

January 10, 2017
 
[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 a recent purchase.    
 
The issue is that the 10,000 points that Mr. [redacted] references is a delay posting point offer.  This means that while he earned the points on December 20, 2016, they would not actually credit to the account for use until December 26, 2016.  We apologize if this was not clear to Mr. [redacted]. However, his account was credited with the correct amount of point as of December 26, 2016. In light of the aforementioned information, 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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Tell us why here...

December 15, 2015Nita [redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611Re: Lashonda N. [redacted]
- # 10953363Dear Ms. [redacted]:We have completed the
investigation of Ms. [redacted]’s complaint regarding Sears Home...

Services.Upon researching Ms.
[redacted]’s concerns, we found several notes in her most recent service orders
indicating that the technicians were being subjected to profanity and harassment
from her husband.  One service order was
actually closed by the Technical Manager and noted to not permit further service.  As clarification, while Ms. [redacted] carries
a Master Protection Agreement (MPA) on her refrigerator, there are certain
limitations noted within the coverage. 
Below is an excerpt that pertains to the current situation:10. SAFETY AND
ACCESSIBILITY. In the event that Sears Repair determines that it cannot service
your Covered Product due to poor accessibility or unsafe working conditions ….Sears
Repair will not be required to proceed until you remedy the applicable cause.
In order for us to provide the quality service you expect, you should cooperate
fully with the service technician while in your home; provide a safe,
non-threatening environment and clear access to the Covered Product. Failure to
comply with these conditions may be cause for cancellation of this Agreement.If Ms. [redacted]’s
husband persists in his behavior and continues to subject the technicians to a
threatening and hostile environment, we will be left with no choice but to
cancel the MPA and issue a full refund.  
However, if Ms. [redacted] feels that she can ensure that there will be
no further incidents, she can schedule another appointment.  In the interim, since we have explained our
position on this matter, we ask that this complaint 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  60611[redacted] [redacted]We have been unable to complete the investigation of...

[redacted] complaint regarding her dissatisfaction that she has not received the mattress rebate; as well as her complaint that her mower failed sooner than she expected.We made multiple attempts to contact [redacted] via email and also left voicemails with our contact information.  Since she has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her.  She may contact me at [redacted] or via email at [redacted]  In the interim, we will consider this matter closed, pending her response. 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 SpecialistSears Holdings Corporation[redacted]

November 23, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]We have completed the investigation of [redacted] complaint regarding her...

dissatisfaction that her refrigerator failed sooner than she expected. As clarification, [redacted] purchased the refrigerator on August 13, 2011 and the manufacturer’s one year warranty expired on September 6, 2012.  [redacted] mentioned in her complaint that she previously filed a Revdex.com complaint regarding the same issue.  We reviewed the case notes and our records indicate that the compressor was replaced on August 30, 2013 under the manufacturer’s 5-year sealed system warranty.  [redacted] reported again on September 18, 2013 that the refrigerator continued to have cooling issues.  Our technicians were sent on multiple occasions to inspect the refrigerator; however, the diagnostics determined that it was working as designed.  Since the issue was an intermittent problem, our tech manager researched and concluded that the control board would need to be replaced.  The control board was no longer covered under the manufacturer’s warranty.  For customer satisfaction, we offered to cover the part and labor at no cost to [redacted]; this has a retail value of over $458.  We installed the control board and completed the repair on November 4, 2013.Since that time, we did not receive any complaints from [redacted] until this complaint was filed with your agency.   We apologize that [redacted] refrigerator failed to meet her 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.  We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option.As far as [redacted] request for a refund is concerned, we did not find that this was warranted, particularly since the refrigerator is over four years old. As this decision is commensurate to the circumstances, we have closed our file.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 SpecialistSears Holdings Corporation[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
Because I had complaind much earlier about this mattress without no one coming to see why I am complining and the cost of the mattress is what I thought I was paying for a more supportive and quality mattress. they have record of my earlier complaint.
I feel like Sears is scamming me and taking my money. Plus I had retured the previous mattress.
They are taking advantage of me. I need yuor help
with this please. I have back problems because of this.
Vernon [redacted] (PLEASE INCLUDE THIS SHEET WITH YOUR PAYMENT.docx)