Sears Holdings Corporation

July 19, 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 Mr. [redacted] complaint regarding his dissatisfaction with our technician’s failure to contact him before arrival.   It is unfortunate that we failed Mr. [redacted] expectations when he recently requested repair services from Sears. We value Mr. [redacted] patronage and can understand his frustration with the events detailed in his letter. We can assure him that his concerns have been forwarded to management for review so that future problems of this nature can be averted.  As a result of this action, [redacted], Customer Support Manager for Mr. [redacted] local service unit, attempted to reach him by telephone several times since receiving his complaint on June 28, 2016.  However, Mr. [redacted] did not answer and did not have a voice mail account set up; therefore, we could not leave any messages.  At this time, our records show that our technician completed a repair on July 8, 2016, and confirmed that Mr. [redacted] refrigerator was working to the manufacturer’s specifications afterward.  Since we have not had the opportunity to speak with Mr. [redacted] directly, we can only reiterate that we truly regret any inconvenience he may have experienced.  We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and the requested 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]

February 11, 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 Mr. [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled sears.com order.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, on February 4, 2016, we issued a refund of $577.00 and offered a $50.00 gift card to him for the difference of $37.57 the refund amount did not provide.  Mr. Miller accepted this offer and indicated that it met with his approval.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We hope that in the future he will allow us the opportunity to provide him 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 Mr. [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]

October 5, 2016
size="3"> 
 
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear Ms. [redacted]
 
We have been unable to complete the investigation of Mr. [redacted] complaint regarding installation of his wall oven where his carpet allegedly was damaged.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to Jerry [redacted] District Sales Manager, who has attempted to reach Mr. [redacted] via telephone and I has left contact information on voicemail; however, at this time he has not responded.  We are unable to resolve Mr. [redacted] issue until we have the opportunity to discuss the matter with him.  He may contact Mr. [redacted] at his earliest convenience if he still requires assistance with his issue.  In the interim, we will consider Mr. [redacted] matter closed, pending his response.
We apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/10/06) */

[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 her...

refrigerator.
Sears Home Service records indicate that a service call to repair Ms.[redacted] refrigerator was completed on October 3, 2015. During the service call the technician replaced a water tube, once installed it was tested and was found to be leak free. If Ms.[redacted] has any damage to report she can contact Sedgwick, our third party liability claims administrator at XXX-XXX-XXXX. At this time, since we have repaired the leak and have provided Ms.[redacted] with Sedgwick's phone number in the event she needs to file a complaint, we ask that 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

[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 Sears Home Services and repairs to his home water filtration system.   Sears has approved the replacement of Mr. [redacted] water filtration system per the terms and conditions of the Master Protection Agreement (MPA) covering the unit. All Mr. [redacted] needs to do is advise his Sears sales associate that his water filter has been approved for replacement. Sears will cover the cost of installation per the terms of the MPA. Since we have noted the approval to replace Mr. [redacted] water filtration system, we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]

November 4, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Chris [redacted] Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding...

the problems he encountered when he attempted to return an elliptical and a treadmill that he purchased online.
Upon receipt of Mr. [redacted] complaint we reviewed his online order for the treadmill and the elliptical. Our records indicate that Mr. [redacted] placed the online order on July 5, 2016 and he called on July 19, 2016 and requested to return both items. The elliptical was ordered and sold by Sears; however, the treadmill was sold and ordered through [redacted], a Marketplace vendor. 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. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders.
When Mr. [redacted] called on July 19, 2016, he was informed that he could return the elliptical to any Sears store. He was also informed that we would notify the vendor, [redacted], regarding his request to return the treadmill and that he would be contacted by the vendor. On October 24, 2016 we contacted Mr. [redacted] and he stated that he had decided to return the items because they were delivered too soon and he was not ready to move into his new location when they arrived. He states that he was also working with the store to have the items assembled/installed but it was never followed through. We would like to note that Mr. [redacted] did not pay for assembly of the equipment. We also discussed the problems he mentioned with the delivery of his washer and dryer. He stated that the hose to the washer was not properly installed and it was leaking. He mentioned that he had to turn off the water after each use. Mr. [redacted] stated that he was not concern with the washer issue.
We explained to Mr. [redacted] that since the online order was documented that he had requested to return the elliptical within the 30 day return period, we would schedule a return of the elliptical and issue a refund. We would also have our delivery team properly reinstall the water hoses to the washer to stop the leak. Mr. [redacted] agreed and requested that we not send the same personnel since he felt they were not trustworthy. The appointment was scheduled for October 29, 2016 and the next day Mr. [redacted] confirmed that the work was completed; a credit of $ 534.55 was issued to his credit card ending in [redacted]
As for the treadmill, we contacted [redacted] in regards to Mr. [redacted] request to return for a refund. Heather Brown, Customer Service Supervisor with [redacted], confirmed that they had received Mr. [redacted] request to return the treadmill on July 19, 2016. Ms. Brown also confirmed that they sent Mr. [redacted] an email with a RMA# and instructions on how to return the treadmill. Ms. [redacted] also provided a screenshot of their system that documents this process. Since Mr. [redacted] did not return the product within 30 days of receiving the RMA, his request to return the treadmill at this time has been denied. We informed Mr. [redacted] of their response and he claims that he did not receive the email. Mr. [redacted] stated that the email was sent to his yahoo email account and he has closed that account. We informed Mr. [redacted] that the RMA was sent to the email address he provided when he placed the order 14 days prior. It is a consumer’s responsibility to provide any updated contact information especially when he is in the process of returning merchandise. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
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
[redacted] direct
Matilda.[redacted]@searshc.com

October 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569004 - Sanjay [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s rebuttal regarding his dissatisfaction with our response concerning a gift card he received from Sears and his request for additional compensation.
We have reviewed our records and find that Mr. [redacted] is correct in stating that the $100.00 gift card mentioned in our previous response was issued to him for a washer, and not the dishwasher he refers to in complaint number 94569004. As clarification, Mr. [redacted] paid $474.99 for his dishwasher before tax and installation, and has received checks for $200.00 and $90.00 in relation to this purchase. As such, we have credited him more than half of the purchase price for the dishwasher and he has confirmed that he received a $100.00 concession on his washer purchase. These concessions are in excess of what Sears may typically offer in complaint resolution or customer satisfaction gestures and should, therefore, demonstrate our attempts to satisfy Mr. [redacted]. We do apologize for incorrectly naming which purchase the $100.00 gift card was related to. However, this error does not justify an additional concession of $100.00, and this request will not be honored.
In reference to Mr. [redacted]'s inclusion of a screenshot for the shopathome.com website, we can only again explain that this website is not owned or operated by Sears and any affiliation with Sears is suggested solely by the operator of said website. Mr. [redacted] may refer to the Shop At Home FAQ page for further information on how the website operator, Belcaro Group Inc., attempts to gather current coupon and promo codes from many national retailers in hopes that consumers will search for these coupons and codes then visit the retailers' websites through links that may pay them for directing traffic to them. With that having been said, such coupon sites commonly display promotions that have expired and/or are available by simply visiting the retailers' websites directly.
Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted]'s case we do apologize that we failed his expectations, but no further compensation will be offered to him for his dishwasher and washer purchase, and this decision is final.
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. 87741

Complaint: [redacted]
I am rejecting this response because: I attempted to resolve my issues with this washer by trouble shooting it online as instructed in my manual.  After those attempts failed to work and I did go to the store but I was just out of the 30 day return  period.  I also want to state that I travel often for work and right after I bought the machine I went to Europe for 10 days.  It is truly unfortunate that Sears will no longer make exceptions for loyal customers.
I feel that I must tell you that your technician told me that this machine will not be made anymore because it did not hold up to the standards Sears thought it would.  So in light of this, you are telling me that I stuck with this machine.  I have been a loyal Sears customer for 23 years.  That will end today.  I will tell everyone that Sears no longer stands behind their products.  I will tell people that Sears would rather adhere to a new policy than be sure their customers have the products that work best for them. 
Sincerely,
[redacted]

October 2, 2015
Revdex.com
[redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
[redacted]...

[redacted]
This letter serves you an update in regards to [redacted] kitchen remodel concerns. The Seattle office has ordered the product and is waiting for it to arrive. [redacted] has been informed the product is on order and that we will schedule for the installation once it has arrived. I will update you accordingly.
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]
[redacted]

There was a time when Sears guarantees actually meant something, but that has not been the case in more than ten years. I bought a car battery there years ago that had a 'lifetime guarantee" I paid extra for, only to find when it failed in less than a year, I had to virtually pay full price to replace it due to "pro rating". I never bought another car battery there.

I have a home with Sears vinyl siding, again "guaranteed for life", which has begun to inexplicitly fall off creating a considerable problem. I spent two hours on the phone today being transferred from one phone number to another and another, most out of state, almost a dozen total. I got a lot of lame excuses, and flat out lies. I found out their LIFETIME guarantee is only good for 8 years, the length of time they keep records! I couldn't even arrange to have them come out to LOOK to see if it is their product or a quote to fix it!

And they wonder why their business is in the toilet!

September 8, 2016Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: 20016606Revdex.com Case # [redacted] Stephen [redacted]Via: Revdex.com WebsiteDear Ms. [redacted],Thank you for contacting Sears Home Improvement...

Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address Mr. [redacted]’s concern. On behalf of SHIP please know that we do value him as a customer and apologize for any frustrations or inconveniences he may have experienced. SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. The service was assigned to an alternate sub-contractor. They recently visited Mr. [redacted] and assessed the situation. Mr. [redacted] stated in his email, dated 08/25/2016, that we finally sent professionals to do the work he has been complaining about. He feels that the guys should be rewarded for the work they did while they were there. He further stated that he is very impressed and happy with the results. Mr. [redacted]’s replacement window will arrive by the end of the week. Once we have received it and confirmed it was not damaged in shipment, we will reach out to schedule the installation with Mr. [redacted]. If you have any further questions or concerns, please contact me at 1-[redacted] ext. 5681 or via email at [redacted]@searshomepro.com.Sincerely,Richard [redacted]SHIP/HI Regulatory Complaint Specialist cc: Stephen [redacted] via First Class Mail

2nd response on October 26 2015 spoke with[redacted] who stated response on 10/23/15 was not received. Seats came on 10/23/15 repairmen [redacted] opened delivered parts asked if I was having a repair of a refrigerator I said no. The parts sent was not for a freezer, sent 2 drain pans no drain tubing [redacted] said it was not even the same order number they submitted , the compressor was sent unable to install, reordered the sleeve confirmed it was the compressor not the condenser was ordered on 10/13/15. Ken took out the drain pain said it was infested with gnats that had built a nest and the sleeve he said the odor was horrific. I was given a appointment got Oct 31,2015 and was told when the part was delivered yo open and make sure it was the right part!! There has been NO REPAIRS done. How will the insect issue and odor be addressed if the freezer had not stopped working the food would not have spoiled, why didn't the other repairmen remove the drain pan and tubing on the 4 previous visits.

Bought a refrigerator from Sears in August. It had defective seals & light so I requested a replacement. Second one was delivered Mid September and first time using it drawer came apart...and light would not work on left door. Called for repair which was done Sept 29 and today (10/1) the refrigerator part is no longer cooling. Called to get a third and different one delivered but after too many transfers to count & 1 1/2 hours on the phone they could still not give me a delivery date. They kept telling me they could not refund the purchase. Finally got them to say they would refund but they cannot pick up defective one until 10-11 & refund will not process until 3-5 days later. So I am furious and have no refrigerator or refund for the next 2 weeks!!!

I have been a Sears customer for many years. I paid full price for an [redacted] upright vacuum cleaner at the Sears Store in the mall. Not an outlet. My problem is that Sears sold me an refurbished item. And I believed that it was new being that it cost me $600. When I called to complain they told me that I should have looked on the bottom of the box. I was mind blown at this point. I've talked to two customer service reps and they were both not so service friendly. I will not spend another dime there.

November 15, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]– Martha E. [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding some earrings she purchased recently.       First of all, we want to emphasize that all of our jewelry vendors are required to tag their products with the pricing and the content of the item.  This is our vendor’s certification that the item contains the mineral content represented.  Moreover, our jewelry is regularly tested by an independent third party to ensure that there are no quality issues.  We have no recent reported issues with this model.  Next, Ms. [redacted] asserts that a pawn shop informed her that the earrings are not diamond, but crystal instead. While we do not know the basis for the pawn shops’ claims that the diamonds are not real, perhaps the analysis was not performed properly. We do not know the method the pawn shops used to test the earrings, but it is quite possible that they did not test it via a reliable method.  We would also like to note that it is never beneficial for a pawn shop owner to concede the full value of something they are examining if they have the possible motive of buying that item from the consumer. Lastly, our return policy for jewelry is very clear; the consumer has 30 days to return the item for a refund or exchange if dissatisfied.  As Ms. [redacted] stated, her purchase was made in May.  Therefore, we would no longer provide her with a refund or replacement pursuant to our return policy. However, we would be willing to examine the earrings at her local Sears store to verify the results she received from the pawn shop. Unfortunately, in the past, we have had instances wherein a consumer has made a similar claim and we examined the merchandise only to find that it was not the same item they were sold at our store.  We take these issues very seriously so we want to ensure that we are examining the correct item. Should Ms. [redacted] wish to make arrangements to have her earrings examined as noted above, she may contact me via email during normal business hours at: Tammie.[redacted]@searshc.com. In light of the aforementioned information, we have closed our file. 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, Tammie [redacted] Specialist, Regulatory Complaints Tammie[redacted]@searshc.com ([redacted]) [redacted]

I scheduled washer repair with Sears Appliance Repair, and they used email and text to keep me apprised of the time of arrival of the tech, which was on the third day after I emailed for an appointment. The tech came timely and appeared to diagnose and repair the problem capably. It needed a new motor for the water pump. But, after he left, as we were repositioning the washer a bit we saw two screws on the floor, and noted that the top cover of the upright washer was not secure. This required only one screw, however, and we do not know where the 2nd screw was supposed to go. Then, we loaded clothes and the washer would not run water into the tray holding the detergent to wash it into the drum, so while we think the original problem is fixed, we have a new problem. Within 15 minutes of his leaving we started calling to get him to come back, and continued to do this 4 more times over the next 3+ hours, each time being promised a call back that never came. The last person we spoke to said we needed to set up a new appointment for tomorrow. In desperation, after having waited over 3 days for a working washer, we have called another company. I plan to dispute the charge, which included a one-year warranty with Sears for the washer. I will pay the parts and labor repair costs, but want nothing to do with Sears Appliance Repair ever again. It is, by far, the worst service we have ever had. Also, each of the phone calls was answered by a person with a heavy accent, apparently from an off-shore call center. Their efforts and promises were useless.

[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 Ms. [redacted] complaint regarding a purchase made from the Palmdale Sears Outlet. [redacted] Manager of the Palmdale Sears Outlet provided the following response: I have spoken and met with Ms. [redacted] and have resolved her concerns. In the end we refunded Ms. [redacted] for her purchase. If I can be of any other assistance to Ms. [redacted], she can reach me at the store at [redacted] At this time, since we have refunded Ms. [redacted], we ask that 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
August 26, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: #94[redacted]- Cassidee [redacted]
Dear Ms....

[redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction that her tv failed and has had repair that is taking longer than expected.
Upon receiving Ms. [redacted]'s complaint, we researched her repair history and apologize that it has taken so long to repair her tv. Unfortunately, a refund is not an option at this point as it has been well over 30 days from the date of purchase which was May 15, 2015. We can exchange Ms. [redacted]'s tv but it would be a dollar for dollar replacement which would give her $699.93 to use towards the purchase another tv as this model is no longer available. Should she wish to accept an exchange tv at a dollar for dollar replacement value, she can contact Erica [redacted] at Erica.[redacted]@searshc.com and I will replace. Because Ms. [redacted] has waited without a tv for an extended period of time, I have processed a gift card in the amount of $100.00 which will be received in 7-10 business days. That being said, because we have offered Ms. [redacted] a dollar for dollar replacement and processed a $100 gift card, we respectfully request this complaint be 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,
Erica [redacted]
Regulatory Complaints Specialist
512-[redacted]
Erica.[redacted]@searshc.com

July 21, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]
Via[redacted] Dear Ms. [redacted]
This letter serves to provide you a response to Mr. [redacted] concerns regarding Sales practices. We are grateful that Mr. [redacted] brought this matter to our attention. I have forwarded his concerns to the appropriate level of management to address immediately.
If you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Thank you,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc[redacted]

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. [redacted]
Chicago, IL 60611
Re: John [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding Sears Home...

Services.
Ethel [redacted], Sears Home Services, Support Specialist provided the following response:
On October 5, 2015, after service to Mr. [redacted]'s refrigerator was completed, I contacted him to discuss his concerns. During the conversation Mr. [redacted] informed me that the refrigerator was operating as expected. Moving forward, I asked Mr. [redacted] to contact me in the event he needed any additional concerns. Since we have been informed that the refrigerator is operating as expected, we ask that 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com