Sears Holdings Corporation

November 12, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: #10886597 – Jene [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s complaint
regarding her dissatisfaction...

with the cancellation of her kmart.com layaway
order. It is unfortunate that we failed Ms. [redacted]’ expectations
when she recently placed a layaway order on kmart.com.  We value her patronage and can understand her
frustration with the events detailed in her complaint.  Our records indicate that Ms. [redacted] may
have been informed that the cancellation was the result of a web error, but it
appears that the store selected for order pick up may not have had all of the
items in stock to fulfill her order.  We can
assure Ms. [redacted] that we do strive to provide up to date and accurate
information for all kmart.com orders.  However,
complete accuracy, or “real time” information, is not entirely possible
considering the number of transactions that can possibly occur within the same
period.  This is especially true with
store pick up orders, since online requests may be completed at the same time
as store purchases are being made.  With
this having been said, Ms. [redacted]’s order was cancelled at a time when she had
made only the penny down payment, which was immediately refunded.  It may also be important to note that Ms.
[redacted] selected different items for a new layaway order which has progressed successfully.  At this time, we can only apologize for any inconvenience
she may have experienced.  Since we have noted
Mrs. [redacted]’s comments confirmed that the proper layaway process was followed,
we have closed our file regarding this complaint. 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

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@searshc.com
September 11, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL XXXXX
Re: [redacted] # XXXXXXXX
Dear Ms....

[redacted]:

We have completed the investigation of Mr. [redacted]'s complaint regarding receiving a refund on his dishwasher.
It is unfortunate that we failed Mr. [redacted]'s expectations when he returned his dishwasher. We value Mr. [redacted]'s patronage, and understand how frustrating it is to not receive a full refund. We would like to note that Mr. [redacted] previously received a partial refund in the amount of $248.35 on July 1, 2015 to his [redacted] card. Because Mr. [redacted] originally paid $466.38, we have refunded him the additional $248.03 in the form of a bank check that will be received within 7-10 business days to the address listed on this complaint. That being said, because we have refunded Mr. [redacted] in full, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com

November 11, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL  60611[redacted]We have completed
our investigation of [redacted] complaint regarding her [redacted] washer....

We spoke to [redacted]
on October 22, 2015 and she did confirm the washer was working well at this
time. [redacted] requested a contact number to call back on as she had a personal
family event to attend. She was provided with my direct number of [redacted].
As of today we have still not heard back from [redacted] that she still needed
assistance. Since we have
repaired the washer and according to [redacted] as of October 22, 2015 that the
washer is working we can only assume she is no longer in need of assistance
therefore we have closed our case.We apologize to [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]

Initial Business Response /* (1000, 10, 2015/08/10) */

[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 Sears...

Home Services and repairs to her refrigerator.
Sears Home Services records indicate that repairs to Ms.[redacted] refrigerator were completed during a service call on August 4, 2015. During the aforementioned service call the technician indicated that he installed a new control board. Once installed and the panel reassembled, the unit was tested and was found to be operating as expected. If Ms.[redacted] has any further concerns, I invite her to contact[redacted] at (XXX)XXX-XXXX. At this time since we have completed the repairs to Ms.[redacted]' refrigerator, 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

I purchased a JenAir cooktop with Sears, also I purchased a Sears Protection Agreement and I am unhappy with repair and warranty. After numerous attempts to repair my cooktop we are still having problems. I spoke with several people in the Warranty department to give them my complaint and I have gotten the run around. I requested consideration for replacement and the perimeters changed. The repair personnel is not experienced with this product and I had a repair person to break the cooktop and then closed out the ticket. Sears has lost me as a customer. Perhaps this is the reason Sears is experiencing so many problems.

December 2, 2015Nita [redacted] Revdex.com 330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611Re:  Anthony M. [redacted] - # 10955433Dear Ms. [redacted],We have not completed the
investigation of Mr. [redacted]’s complaint regarding his...

refrigerator.Mr. [redacted] is currently
scheduled to have a technician install parts that were ordered on December 4,
2015. Due to the time constraints, we are submitting this pending letter to advise
you of our intentions and to request additional time to address this
matter.   We are confident that the repairs will resolve
the issues with Mr. [redacted]’s refrigerator, but we ask that this case remain
open, pending the completion of Mr. [redacted]’s repair.  Thank you for your patience.Again, we apologize to
Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely,              Melissa [redacted] Regulatory Complaints
Specialist

July 29, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted] [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding his inability to schedule a repair with Sears.
 
We would note that Mr. [redacted] refrigerator is not covered under any warranty or service contract so Sears is not under any obligation to provide him with service. While we would certainly like to provide him with a repair on a cash call basis, we do have to give service priority to our customers that have coverage either under a warranty or service contract. For instance, Mr. [redacted] still has coverage on a washer and dryer and we have contracted with a local repair provider to provide service to fulfill our warranty obligations.
 
With that said, if he still needs a repair on his refrigerator, it does appear that he might now be able to schedule this as we are just getting past the busiest time of year for refrigeration repair. It looks like we might be providing cash call service one day a week on Thursdays, though we cannot make any guarantee. In the interim, since we have explained that there might be areas where Sears does not have either a high enough demand to provide service on a cash call basis, or a supply of enough technicians to provide this service if there is a demand, and we are not required to provide service where we have no warranty obligation, 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. Be aware that I will be out of the office starting today and not returning until August 8, 2016.
 
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
Direct Line[redacted]
Email: [redacted]

July 8, 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 her dissatisfaction that she was denied a return on the [redacted] underwear that she claims she purchased on June 1, 2016.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is listed on Sears.com and in our stores for review and it states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the exceptions noted below…” We research our records and were unable to locate a recent underwear purchase made by Ms. [redacted]. On July 7, 2016 we contacted Ms. [redacted] and requested that that she provide us with a copy of the receipt for proof of purchase. Ms. [redacted] stated that she did not have a copy and that she is not good at keeping receipts. Ms. [redacted] stated that she attempted to return the purchase on June 1, 2016, which is the same day she previously stated she made the purchase.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
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]

February 17, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted] – Lorena [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’ complaint regarding the attempted repair of her washer and her request to receive a refund in full for the service.   We would first like to clarify that the reason Ms. [redacted] was being asked to pay on one of the last service calls, is because the service order was not set up as a “recall” under the 90-day service guarantee and was instead scheduled under A&E Factory Service as the service provider rather than under Sears. That means the service order would not have linked back to the original. If it had, then Ms. [redacted] would not have been quoted any more for the repair besides the slight difference in price between the board we had already replaced twice, and the board that it was felt would provide a better resolution.   With that said, because of the confusion over that service order and Ms. [redacted]’ request to just receive a refund, we felt it was reasonable to refund her in full. As such, we found that the part had already been refunded via a mailed bank check for $166.47 issued on January 28, 2016. So we issued a new refund today, also via a mailed bank check, for $146.59. The first check has most likely arrived already since they normally take about 2 weeks and the second one should arrive sometime before March 3, 2016. If Ms. [redacted] did not receive the first check and/or if she does not receive the second, then she is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at [redacted] so that we can put a tracer on the checks. In the interim, since we have provided Ms. [redacted] with her requested resolution, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[redacted]@searshc.com

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

60611   [redacted]  [redacted]   [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his inability to receive some furniture he purchased from sears.com.   Store Manager [redacted] provided the following response:   As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers 24 hours a day, 7 days a week, 365 days a year.  Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time.  We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing.  In this case, [redacted] purchase was made from our outlet site, which sells unique merchandise such as floor model, refurbished, previously used and over stock items at a largely discounted price.   We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description.  In case Mr. [redacted] 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:   ““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 … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.”   The fact remains that the item in question is not available at the store that was fulfilling his order and since it was being sold at a special price, there are no substitutions.  We did offer to provide him with a sofa we had in stock for the same price as a courtesy, but he did not like the color. Should [redacted] decide to reconsider and we still have the same item available, I [redacted] may be reached during normal business hours at ([redacted]. In accordance then with our disclaimer and our posted policies, we are unable to honor Mr. [redacted] request to receive the original item since the item is not available and we are also unable to provide him with a substitution for the same price.    In closure, 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] Specialist, Regulatory Complaints

I purchase online [redacted] Software (order # [redacted]) January 28, 2016 . In turn you contacted [redacted] for software and they sent me [redacted] Quick Bok 2916 software. I contacted [redacted] Sales and was instructed to send software back to be exchanged. I did send this back by certified mail and never have received software.
I have contacted [redacted] and you (Sears) by phone and email numerous of times to no avail.

August 31, 2016
 
0pt" class="InsideAddressName">Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Alexandre [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted] complaint regarding the multiple repairs of his dishwasher.
 
We have reviewed Mr. [redacted] service history and our records show that his dishwasher was purchased on July 15, 2016 and that 2 repair attempts have been made to fix the unit.  Due to the age of the dishwasher, we have agreed to exchange Mr. [redacted] dishwasher per his request.  We have rung exchange salescheck# 099119019355 with a delivery date of September 2, 2016.  Installation will occur separately after that date and Mr. [redacted] will receive a call from our installation department within 24 hours after delivery to schedule a delivery date and time.  That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed. 
 
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

August 23, 2016
 

class="InsideAddress"> 
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Dominique [redacted]
 
Dear Ms. [redacted]:
 
We have been unable to complete the investigation of Ms. [redacted]’s complaint regarding her recent visit to one of our auto centers.
Upon receiving Ms. [redacted]’s complaint, we escalated her concerns to Solito Depeine, Store Manager of unit# 6216.  Mr. Depeine attempted to reach Ms. [redacted] via telephone several times but the line rings as busy. We are unable to resolve Ms. [redacted]’s issue until we have the opportunity to discuss the matter with her.  She may contact Mr. Depeine at 954-779-1391 at her earliest convenience if she still requires assistance with her issue.  In the interim, we will consider Ms. [redacted]’s matter closed, pending her response.
We apologize to Ms. [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.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]-[redacted]-[redacted]
Erica.[redacted]@searshc.com

Complaint: [redacted]
I am rejecting this response because:
Dear [redacted]
It is apparent that Mr. [redacted], who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement.  His first and second response was disingenuous at best!  That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.
Further as stated, this dishwasher is NOT used on a yearly basis and is like new.  It is used maximum 90 days per year.  Therefore we can hardly remain here to satisfy what he calls four repair services.  We are here hardly three months a year and this should be resolved within those three months.  He has made no attempt to resolve or mediate the situation
It is apparent that Mr. [redacted], who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement.  His first and second response was disingenuous at best!  That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.
We have stated in chronological order proving that there apparently is a lack of truthfulness to Mr. [redacted]s reply.  He purposely neglected to state that this situation has been going on since Jan 14!
Further as stated, this dishwasher is NOT used on a yearly basis and is like new.  It is used maximum 90 days per year.  Therefore we can hardly remain here to satisfy what he calls four repair services.  We are here hardly three months a year and this should be resolved within those three months.  He has made no attempt to resolve or mediate the situation
 
I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!!  Most unusual solution…which you will agree.
Every three years we renew our service contracts with SEARS.  Throughout the 15 years, most  have been regular "check up" service calls. The customer satisfaction to date has been lack of concern and lack of servicing.
 
With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! 
 
We arrived here on January 14, 2016 for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly.  Water was not entering the unit to cleanse the items.
We immediately set up a service call through our contract which we have had for many years.
Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher.  The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher.  What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman!  This is intolerable!!
 
                        Chronological Order of Attempted Repairs
 
January 16 - SEARS repairman arrived.  Stated he could not fix the unit because the repair required new parts.  He wondered why they were not ordered at the time the call was placed.  He ordered parts, and scheduled another appointment for January 26

January 26 - SEARS repairman arrived.  Showed visible frustration in repairing the unit.  Called his office several times for instructions.  Then declared it worked until I requested he turn the dishwasher on before leaving…it DID NOT WORK!  He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time…Once again…it DID NOT!

January 27 -  the same repairman returned with another new part.  Again showed frustration in repairing the unit.  Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times…I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel. (see photos)

January 29 -  another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple…I should throw some vinegar into the unit every other time of use!  He never attempted to look at the part replacement to see if perhaps it was installed correctly…Is this what you train your repair people to say to consumers??  To add insult to injury…he termed the call instruction!!

February 9 - new repair date!! Another delay and put off for another week…

 
This is more than a month that I have been unable to use my dishwasher.  This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher!  Something they are schooled and paid to do…most inefficient.
 
All calls to SEARS to resolve this problem are unsatisfactory.  Managers not only have no authority to over ride a situation gone awry…but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying.  And certainly do not fulfill the term customer service. One size does not fit all!!
 
Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair.  How much longer is this going to go on???   Is it SEARS objective to continue to upset customers to the point of perhaps giving up?
 
This type of service should never have happened.  For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems. 
 
It is apparent that Mr. [redacted] does not want to provide nor restore our confidence in SEARS products and service.  I trust this can be resolved without going further in a legal effort. 
 
                                        ...⇄ Sincerely,
 
                                        ...⇄ [redacted]
 
I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!!  Most unusual solution…which you will agree.
Every three years we renew our service contracts with SEARS.  Throughout the 15 years, most  have been regular "check up" service calls. The customer satisfaction to date has been lack of concern and lack of servicing.
 
With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! 
 
We arrived here on January 14, 2016 for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly.  Water was not entering the unit to cleanse the items.
We immediately set up a service call through our contract which we have had for many years.
Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher.  The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher.  What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman!  This is intolerable!!
 
                        Chronological Order of Attempted Repairs
 
January 16 - SEARS repairman arrived.  Stated he could not fix the unit because the repair required new parts.  He wondered why they were not ordered at the time the call was placed.  He ordered parts, and scheduled another appointment for January 26

January 26 - SEARS repairman arrived.  Showed visible frustration in repairing the unit.  Called his office several times for instructions.  Then declared it worked until I requested he turn the dishwasher on before leaving…it DID NOT WORK!  He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time…Once again…it DID NOT!

January 27 -  the same repairman returned with another new part.  Again showed frustration in repairing the unit.  Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times…I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel. (see photos)

January 29 -  another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple…I should throw some vinegar into the unit every other time of use!  He never attempted to look at the part replacement to see if perhaps it was installed correctly…Is this what you train your repair people to say to consumers??  To add insult to injury…he termed the call instruction!!

February 9 - new repair date!! Another delay and put off for another week…

 
This is more than a month that I have been unable to use my dishwasher.  This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher!  Something they are schooled and paid to do…most inefficient.
 
All calls to SEARS to resolve this problem are unsatisfactory.  Managers not only have no authority to over ride a situation gone awry…but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying.  And certainly do not fulfill the term customer service. One size does not fit all!!
 
Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair.  How much longer is this going to go on???   Is it SEARS objective to continue to upset customers to the point of perhaps giving up?
 
This type of service should never have happened.  For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems. 
 
It is apparent that Mr. [redacted] does not want to provide nor restore our confidence in SEARS products and service.  I trust this can be resolved without going further in a legal effort. 
 
                                        ...⇄ Sincerely,
 
                                        ...⇄ [redacted]
 
 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/05) */
October 5, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
We have completed the investigation of Mrs.[redacted] complaint...

regarding her dissatisfaction with repairs for a washer she purchased from Sears and her subsequent request for a replacement.
It is Sears' goal to provide quality merchandise and services, and we are always concerned when something does not meet our customers' expectations. Unfortunately, the reality exists that no matter how high the quality of the items we sell, the potential for failure exists for any product. This can be especially true with items that are made with computerized or electronic circuitry. With that said, our records indicate that there were no manufacturer's defects noted on our service visits and we have found none reported by the manufacturer at this time. Although a failure is not always the result of a defect or poor workmanship, manufacturers understand how frustrating these situations can be to a consumer and typically cover the cost of any repairs that become necessary within the first year. However, they offer replacement only in the instance that an item cannot be repaired. It is for this reason that Sears and most other retailers offer some sort of extended warranty coverage. While we empathize with Mrs.[redacted] situation, her washer did not qualify for replacement under the aforementioned manufacturer's warranty. However, we did find that Mrs.[redacted] was assisted by Customer Solutions and her request for a replacement washer was honored although her purchase date exceeded our stated 30-day return period. Since Mrs.[redacted] states she was advised on the number of failures required for a replacement, we feel it is important to clarify that the No Lemon Guarantee of our Master Protection Agreement does essentially state that the consumer may be entitled to a replacement if their item experiences four separate functional part failures within a twelve month coverage period; however, Mrs.[redacted] did not purchase this Agreement, or any other Protection Agreement from Sears. Rather, her washer has received service under the aforementioned one-year manufacturer's warranty and was ultimately exchanged solely as a customer satisfaction gesture. At this time, we can only apologize for any inconvenience Mrs.[redacted] may have experienced during this process. Since we have provided services appropriate and relative to our policies and the manufacturer's warranty for Mrs.[redacted] washer purchase, we have closed our file regarding this matter.
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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (3000, 8, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they are going to say 4 times it has to fail then why do their employees tell customers 3 times. Also Sears did replace the washer. Now I would like to see if they will sell me a extended warranty for at least 25% off since this has been such a fiasco for my daughter and myself. I still shop at Sears and will do so as long as they treat me as a consumer should be treated. I would expect this to be the case no matter where I purchase my appliances.The fact this was a gift of love was huge disappointment, but the fact they replaced it is better, now if they will offer me 25% off on the Extended warranty I will happily purchase this for both the washer and the dryer.
Sincerely,
[redacted]
XXX-XXX-XXXX
Final Consumer Response /* (4200, 12, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well Sears that will be the last time I EVER purchase anything from you again. So you are telling me that if someone purchases an appliance from you and does not purchase your extra warranty you treat them like lower class citizens and don't think it will ever matter to you !!!....Oh that is so sad. Your people hung up on me and finally I get results and you don't say a darn thing about [redacted] Mrs[redacted] we are sorry the machine broke 3 times with in the first year and caused a huge issue for a Mother with 2 small children, this wasn't even for me. I work hard for my money and for me to spend this kind of money and have you treat me like this says everything about you Sears, I have stood up and said wonderful things about Sears products before this and trust me that will never happened again. You could have offered me a discount on these items for the extended warranty and kept a customer for life, now you have someone who will tell anyone and everyone how horrible your company treated me. Hope sticking to the laws of the land makes you very bankrupt because it is crystal clear you don't care about your customers or your products. Trust me Sears you will not have the final say on this one, I will BLAST You all over social media and anyone who asks. I was considering purchasing the bottom sections for these units but you will never see a shiny penny of mine again. I am not happy with you at all, in fact I am madder now than I was before. It is called Principles MORAL ones at that. It is quite clear you have none. Revdex.com do not drop this case full speed ahead mark it on the books and leave it for others to see. Sears you are not nice at all an I sincerely hope you do go bankrupt. You just made me so much madder, by your cold uncaring remarks.
Final Business Response /* (4000, 10, 2015/10/06) */
October 6, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]
We have completed the investigation of Mrs.[redacted] rebuttal regarding her request for a discounted Sears Protection Agreement.
As clarification, Mrs.[redacted] request for a replacement washer occurred well past our 30-day return and exchange period. Therefore, the replacement washer we provided her was a concession much greater than that which would have been allowed by manufacturer's warranty or our purchase policies, and should be considered the final resolution for her issue. This is especially true considering that the washer could have been repaired at no cost to her under the manufacturer's warranty. Regardless, we honored Mrs.[redacted] request as a one-time courtesy and apology for any misinformation she may have received about the number of repairs allowed under the terms of the manufacturer's warranty for her washer.
As stated in our previous response, the No Lemon Guarantee of the Sears Master Protection Agreement does essentially state that the consumer may be entitled to a replacement if their item experiences four separate functional part failures (as determined by us) within a twelve month coverage period, but this clause applies only to items covered by a Master Protection Agreement. Mrs.[redacted] did not purchase a Sears Master Protection Agreement for her original washer and has not yet purchased one for the replacement washer we provided her. Unfortunately, Sears Customer Service associates do not have the ability to sell or discount Sears Protection Agreement products, since doing so could appear unjust where other customers are concerned and lead to possible legal ramifications for Sears. Mrs.[redacted] may contact our Protection Agreement Benefits Administration, at XXX-XXX-XXXX, for assistance with any inquiries about purchase or discounts that may be available. Since an equitable resolution has been provided for Mrs.[redacted] concerns, we have closed our file regarding this matter.
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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX

I ordered a [redacted] twin over full bunk bed 12/14 expecting to receive it in time for Christmas. I was given a toddler bed at the Sears onsite delivery place on 12/22. Customer service advised me to take the wrong order and pay $7 to ship it back and they would give me a $10 credit. I returned it in the store while I was there and extremely livid with the lack of concern for the error. I was informed that they have no control over the warehouse and that the item was out of stock, therefore, they wrong item was probably sent instead. Worst experience! I will tell everyone I know about the poor service! Now I have to wait 7-10 days for refund and I don't have my big Christmas gift for my kids. I wasn't even offered another comparable bed or better.

I made a small online order and had problems with both items I ordered. Part of my order was out of stock and they canceled the order and refunded the money before sending me any notification. I was able to get them to agree to resubmit my order for the same deal when the item was back in stock.
The next day I went to pick up the second item, a pair of boots. I tied them on and they were too tight in the toes, so I tried to exchange them. They had the right size, but there were two right boots. So I tried contacting them through chat again and they were absolutely no help. The first time I chatted with someone they disappeared for 10-15 minutes and than said they could send a return label and than help me order them in the right size. I had to do other things and when I checked back they were gone.
I started a new chat and had to wait for someone to help me. I told them what had happened with the first person and they said they could set up a return and help me reorder, but they wanted to charge me the current price, which is twice as much as I paid. They said the best they could do was offer me a 10% discount. They said they didn't have an exchange policy and wouldn't work with me at all to find a solution. So I plan to return the boots and find a company that cares and has better policies and better customer service.

June 23, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request for assembly.   We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this matter. After reviewing the notes in her order we found that she had previously been in contact with Social Media, Sears’ escalated complaint department. Social Media contacted Icon and arranged to have the merchandise assembled on June 23, 2016. With that said, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since assembly was arranged and we have noted Ms. [redacted] concerns, we respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

We called Sears to come out on a service call. The repairman spent most of the time taking a personal phone call and gave an estimate of $600 to repair the washer which we declined to have done. Sears double-charged us for the service call and we have spent weeks trying to get one of the charges refunded. We've spent hours on the phone with them and faxed them proof of the double charge but they usually tell us they have no record of previous calls and will investigate and call back. We wait the allotted time, call back and it starts all over again.

July 14, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and request for a $25.00 gift card for inconvenience.   It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We apologize for any inconvenience they may have experienced and can assure that his 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 show that the order was completely cancelled and an Online agent assisted in placing a new order and honored the same prices. As a gesture of goodwill, we would like to offer $15.00 in Shop Your Way Reward Points instead of a gift card. If Mr. [redacted] would like to accept this offer, he may contact me via email at [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon.  In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted]
**Regulatory Complaint Specialist Sears Holdings Corporation