Sears Holdings Corporation

August 5, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Stephen Josephson   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service and work boots he purchased on sears.com.   It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our store and then ordered work boots from sears.com. We value his patronage and can understand his frustration with the events detailed in his complaint. We have spoken with Mr. [redacted] and assured him that his concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, we explained that he could return the boots to our store or to sears.com by mail, and that we would provide him with a discount of 20% off another pair of boots from Sears or sears.com.   Mr. [redacted] agreed to try on boots at local retailers to assist in determining the size and style he wanted, and we agreed to use the information he would provide to find the same or comparable boots at the aforementioned discount to resolve his complaint.  However, Mr. [redacted] called Regulatory Complaint Specialist Nicki [redacted] on July 19, 2016, to inform her that Sears did not have any boots that would fit his needs.  Therefore, Ms. [redacted] attempted to reach Mr. [redacted] by telephone and left a message to advise him that he would need to take the boots to our store or use the free UPS return label she previously emailed him to return the boots if he would like a refund, since we are unable to provide a refund of $245.38 without first having received the returned item.  It may also be important to note that our Store Manager, Brett [redacted], made several attempts to reach Mr. [redacted] throughout this process, but Mr. [redacted] did not return his calls.  While we understand that Mr. [redacted] was very dissatisfied with the service he received, 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 an 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 proposed equitable resolutions for his issue.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]

September 1, 2016Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted]Revdex.com Case # [redacted] Dustin [redacted] Via: Revdex.com WebsiteDear Ms. [redacted],Thank you for allowing Sears Home...

Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file. On behalf of SHIP please know that we do value Mr. [redacted] 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. I have received notice from our district office that all repairs have been completed. I left Mr. [redacted] a message on 08/18/2016 to confirm the same. He did return my call and confirmed the unit is working fine and condensation had stoppedWe appreciate the opportunity to resolve Mr. [redacted]’s concern. As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at 1-[redacted] extension [redacted] or via email at richard.[redacted]@searshomepro.com.Sincerely,Richard [redacted]SHIP/HI Regulatory Complaint Specialist cc: Dustin [redacted] via First Class Mail

Sears has come out 6 times and changed parts 4 times but since the parts were ordered two at a time in two different visits they won't replace my washing machine. Sears has wasted more money on part orders and tech times then replacing the washing machine! I will NEVER buy a Sears product again and the customer service is terrible. Last customer service rep I spoke with offer me a $50.00 certificate for detergent, I told her that I didn't need detergent that I needed them to replace my washing machine or pay for my water bill! We are a family of six and have been without a washing machine for a week and half. My water bill came higher then usual because the six techs that came out never fixed the problem and the last tech that came yesterday 6/2/16 changed the parts didn't even do a test run and left without even talking to me. Sear used to be a great American store and it has gone down the toilet and so have their loyalty to their customers. I bought all my appliance there I spent over 9k thousand dollars and for what?!! I can't get an $900 washing machine replace.

[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 her refrigerator. [redacted], Sears Hometown Outlet Stores District Sales Manager provided the following response: [redacted] manager of the Tucker Sears Outlet reached out to Ms. [redacted] and invited her into the store to select a replacement refrigerator. Ms. [redacted] will be given dollar for dollar store credit to be used to replace the refrigerator. If Ms. [redacted] has any concerns I invite her to contact me at [redacted] Since we have noted Sears Outlet’s intent to replace 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]

I purchased a screen tent on the Kmart app, with the in store pickup and pay in store option. Used a coupon code for $10 off and the store had no idea how to pull up the purchase, said they had no record of the purchase, but our tent was there waiting for us with my name on it. They charged us full price. I was unable to resolve it in the store, so I called Kmart customer service. Twice their customer service disconnected when they put me on hold/off hold. After 4 calls, I was told twice I'd have an e-mail to resolve it, and both times the e-mail said contact the store to resolve it. Nobody reads those things! I'm done calling. The e-mail even had a link to click to chat if I had any questions, comments or needed more assistance, but the link doesn't load anything, if you copy it, a blank page loads. Doesn't work. Imagine that. It's no wonder Sears and Kmart stores are closing down all over the US. The hire incompetent people, and as a consumer I refuse to deal with them again.

April 29, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding the online order experience and request for a refund.   It is unfortunate that we failed [redacted] expectations and can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order we found that Sears Online agreed to issue the refund in full without the pick-up and return of the merchandise. Sears Online has made multiple attempts to [redacted] regarding this matter however they have not received a response to date. If [redacted] and [redacted] agreed to the refund without a return then we ask that they contact us directly via email at [redacted] Additionally, we hope that in the future [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, we have noted [redacted]’s 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

Complaint: [redacted]
I am rejecting this response because: 
 
I do not accept this response. When this unit was returned to the Sears retail location I was told that the refund could be issued to any form of tender I wished. I was also given an addition $27.06 back on my refund for the inconvenience associated with my purchase. At this point in time, all I request is that I be given back the $27.06 on my [redacted] that I was given for the trouble associated with my order prior to Sears recharging my credit card without my authorization. At this point I have spent countless hours dealing with this issue, I have had to drive back and forth to multiple Sears locations, I have had to load and unload a freezer, but these are not my biggest complaints. My main complaint is that me and my wife were expecting a baby when I was dealing with the executive team. I informed them that I had been refunded twice, they were not even aware of it. I informed them that I authorized my [redacted] to be recharged but not my [redacted]. I was then informed that they would be recharging my [redacted]. I emailed and indicated that this was not acceptable as it would over withdraw my bank account. Despite this no type of alternative solution was offered by Sears. My daughter was born on 02/09/16 and I had a negative balance in my bank account. I did not even have the money to take her to her first pediatrician appointment. Sears managed to take what should have been a day of happiness for me and turn it in to a week of unnecessary stress. I explained to my case worker that I had a baby due as well as the details outlined above. In addition to this I requested to speak to the manager of my case worker on 02/08/16. I was told that they would contact me on 02/12/16. I never received a call from a manager and continued to follow up and then was finally told on 02/19/16 that the case had been assigned to a Revdex.com worker. 
 
To summarize, I am requesting for the $27.06 that was given to me for my inconvenience to be put back on to my [redacted]. 
 
Sincerely,
[redacted]

Contact Name and Title: [redacted]
Contact Email: [redacted]
September 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]...

[redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted], Auto Center Manager for Unit [redacted]. My [redacted] called [redacted] and discussed the complaint. It was determined after much discussion that the auto center would give [redacted] $600.00 which he accepted. [redacted] will come to the auto center to receive the refund and sign any paperwork needed. That being said, because we have addressed [redacted] complaint and come to an acceptable resolution, 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]

I have been without a refrigerator for 5 weeks. I've had 5 attempts to fix my 3 1/2 year old refrigerator and was told it would be replaced. Now I'm being told I have to have 3 open and closed tickets before it will be replaced. The refrigerator cost me $3000, they've put over $2200 in parts in it, and the last repair guy got it to work for less than 24 hours and closed out the ticket so since it broke after he left, they want another repair guy at my house. I don't have a refrigerator for my family and I am getting nothing but the run around! I will NEVER shop at Sears again! They do not stand behind their product!

December 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 dissatisfaction with our customer service and non-receipt of his 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.  As a result of this action, we revealed that although Mr. [redacted] requested cancellation of his order on October 10, 2016, he contacted us on November 29th to inform us that he still had not received his refund.  Sears.com investigated this issue and re-issued the refund of $482.29 to his [redacted] account ending in [redacted] on December 5, 2016. Mr. [redacted] is welcome to contact sears.com again if he has any further questions about this issue or his refund.  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 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]

I have an issue with trying to cancel an online order with Sears. I ordered the product online but made a mistake with the shipping address. I IMMEDIATELY noticed my mistake after submitting the order and tried to cancel online but was unable to. I contacted Sears via web chat and was told that I could not cancel the order or change the shipping address, and could not speak directly to the store warehouse that was shipping it because they had no phone (which I later found was a Sears Store located in Washington State-with working phones). The person I chatted with told me he could submit a request to cancel the order but it takes 5-7 days (for a package scheduled to arrive in 3 days). He would not escalate the issue so I called the customer service line. The first person I spoke with said there was nothing I could do and hung up on me after about 5 minutes of going around in circles. I called back, spoke to another rep, and got hung up on again under the same circumstances. I was not able to get a clear answer from anyone in this company, and now the package is shipping to the wrong address. I have to work this out with UPS now, if that is even an option, otherwise my business is out over $160.00.

November 22, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Samuel [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer service, the cancellation of his kmart.com order, and his request to receive a cash refund for gift cards.   It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order using kmart.com. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review.    As clarification, the Kmart website began hosting other retailers through our Sears Marketplace program some time ago.  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 another well-known online retailer, 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 Kmart items or services specifically, there is a tab that may be used to select only Kmart items or to narrow the results returned from an item search.  With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, policies, and shipping charges.  The seller’s name is stated within each screen, or page, of the ordering process and on the order confirmation.  Our policy regarding Marketplace orders is clearly posted on our website and we have pasted a link to it below in case Mr. [redacted] has not yet become familiar with it:   http://www.sears.com/en_us/marketplace/what-is-marketplace.html#ourmarketplacegu...⇄   Our records indicate that the seller Mr. [redacted] ordered from cancelled his order because he previously returned the same camera on a different order.  We do understand that Mr. [redacted] states the seller gave him a different explanation for the cancellation, but the reason for the cancellation has no effect on the type of refund he is entitled to receive.  As such, Mr. [redacted] gift card ending in [redacted] was restored to a balance of $2,000.00 and his gift card ending in [redacted] was restored to a balance of $1,575.00; therefore making him whole.  Mr. [redacted] was informed of the gift card refunds, but continued to request a refund by check.  We are unable to honor this request and feel it is important to mention that our return policy specifically states that gift cards cannot be returned for a refund.  We have pasted a link to our full return policy below and would like to note that each time a customer orders from kmart.com, they are asked to agree to these policies and our Terms of Use before the order can be submitted.   http://www.kmart.com/en_us/customer-service/Policies/return-policy.html   At this time, we can only reiterate that we regret any inconvenience Mr. [redacted] may have experienced.  We hope that in the future he will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and provided him with a resolution relative and appropriate to our policies.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki Goldberg Regulatory Complaint Specialist 512-248-7741 1-800-762-3049 Ext. 87741

June 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # [redacted] - Judith [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint...

regarding her dissatisfaction that the hoses to her washer were not properly installed and the problems she encountered when attempting to schedule service.
It is unfortunate that we failed to meet Ms. [redacted] expectations when we recently scheduled a technician to properly install the hoses to her washer. We value Ms. [redacted] patronage and can understand her frustration when the technician did not show for the scheduled appointments. I want to assure you, that Ms. [redacted] complaint was sent to our management team for review and it will be handled internally.
Upon receipt of Ms. [redacted] complaint, we reached out to Khrystal Austin, Team Lead Coordinator for Delivery, to assist with Ms. [redacted] concerns. On June 17, 2015 Khrystal contacted Ms. [redacted] to discuss the issue regarding the washer. Ms. [redacted] stated that she hired and paid a local service provider to switch the hoses on the washer. Ms. [redacted] stated the she paid the provider but did not have a receipt. As a good-will gesture, Khrystal offered to reimburse Ms. [redacted] the $50.00 without the receipt and Ms. [redacted] accepted the offer. On June 18, 2015 a bank check was issued to Ms. [redacted] and she should receive it within 10 business days. With that being said, since it is our understanding in speaking with Ms. [redacted] that the reimbursement is a resolution that met with her approval, we have closed our file.
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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com

October 6, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Our File No: 18644130
Revdex.com File No: [redacted] / Patricia [redacted]
Via: Revdex.com website
Dear Ms. [redacted],
I have been...

in correspondence with Ms. [redacted] in order to address her concerns. An inspection was scheduled and completed on 10/01/2015. This was needed so that we could inspect the area of her concern with her roof. I am currently reviewing the inspection report and pictures.
I also advised Ms. [redacted] that she might want to have an alternate company come out in order to inspect and give their professional opinion on what may have been the cause of the gutter/fascia area issues. The alternate company that will be completing this inspection is Handyman on Call LLC. They are scheduled for October 9, 2015.
Once I have received all the information from the two inspections I will be able to determine how to proceed and be able to update you further. Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-[redacted] extension [redacted], or via email at Amanda.[redacted]@searshomepro.com.
Sincerely,
Amanda [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Patricia [redacted]

October 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94565750 - Kim [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]' rebuttal to the response we previously sent.
After reviewing Ms. [redacted]' response, our decision remains the same; the offer of 10% is still available.
If Ms. [redacted] would like to accept our offer, we ask that she contact us at 1-888-848-7292 extension 53212. At this time, we respectfully request this case remain closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -[redacted]
i[redacted]@searsch.com

November 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]         [redacted]We have completed the investigation of [redacted]...

[redacted] complaint regarding her dissatisfaction with her replacement dishwasher not being installed.Upon receiving [redacted] complaint, we have researched her original salescheck# [redacted].  It should be noted that [redacted] dishwasher that was purchased on December 30, 2014 and did not include installation.  Because she was having issues with her dishwasher, we agreed to exchange it in warranty.  When we process an in warranty exchange, the replacement is rung exactly as the original was rung.  In [redacted] case, because she did not initially pay for installation, installation of the exchange dishwasher would also not be provided.  Our delivery team would therefore unbox the unit but would not install it as this would be done by a licensed installer.  We apologize for any confusion this may have caused [redacted]  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]

I bought a built in microwave and a dishwasher in February 2016. The microwave came with a metal rack that when use catches on fire.A contract technician came and Sears resolution department said it my fault from what the repairman said. I put a plate in to warm up food and it burnt the hooks that hold the rack to a crisp black. I was told that according to the customer it states that you should only use the rack when cooking and using multiple items to warm up. On page En6 of the manual there is a note as to nothing mentioning that about what they told me. The people that work at Sear are very nasty to the customers.they said I miss used ther product and caused the fire in my microwave. I have picture to show. Sears will not honor the commitment to good service for its customer. I wished that I would have known this I would've never ever buy another product from Sear. They told me no way it could be defective in six month. There always recalls on product years after purchase. Even the workers say that product arrive in the store damage. The resolution department are a real joke working to not satisfy consumers .

August 31, 2016
 
 
[redacted]
13);">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.
 
In response to this letter, arrangements were made to provide Mr. [redacted] with the propane unit at no additional cost to him as a courtesy even though it sold for a higher price.  Our records indicate that the new unit was installed on August 15, 2016. Since we have granted Mr. [redacted] request, 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,
[redacted]
Specialist, Regulatory Complaints
[redacted]
Tell us why here...

Contact Name and Title: [redacted]
Contact Phone: [redacted]
October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have reviewed [redacted]' rebuttal complaint regarding her non-receipt of a full refund.
After reviewing the rebuttal [redacted] provided, we have processed the remaining balance that she indicated she is due. A credit of $9.06 was processed today, October 26, 2015, back to her [redacted]ccount ending in [redacted] For [redacted]ecords the return receipt number is [redacted]. This credit should post to [redacted] account within three to five business days. We apologize again that the local store was unable to issue the correct refund amount initially. Since the remaining balance has been provided to [redacted], 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]

October 20, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94571021 - Courtney J. [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint...

regarding his dissatisfaction with our customer service and failure to return his lawn mower after completing the requested repairs.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently requested a repair from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. [redacted], Manager for Sears Store number [redacted], spoke with Mr. [redacted] on October 15, 2015, and offered to deliver a new lawn mower to his home. Our records show that Mr. [redacted] accepted this offer and indicated that it met with his approval. At any time during this process, Mr. [redacted] is welcome to contact Mr. [redacted] at ([redacted] or [redacted] In Team Lead, at ([redacted] if he has any further questions or concerns about this issue. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We hope that in the future he will allow us an 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 have noted Mr. [redacted]'s comments and closed our file pending the completion of our proposed resolution.
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]
1-[redacted]