Sears Holdings Corporation

November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted]Dear [redacted]
We have completed the investigation of [redacted]’...

complaint regarding our minimum, non-refundable trip fee that she was not refunded once it was realized that she needed a warranty repair.We would first note that if a consumer suspects they qualify for a warranty repair, even if it just under an exceptional parts warranty as with [redacted] appliance, it is best that they contact the manufacturer to arrange this. The manufacturer will then contract with whatever
company they are currently using to provide warranty service and if the repair
does turn out to meet the criteria for coverage, they would then cover that
part of the bill. In [redacted] case, she contacted us directly and just set
up a basic cash call. We are authorized to work on Whirlpool items it is just
that currently we are not the company they are using to provide authorized
service under their warranties. At the time the call was scheduled though, we
were still under contract with them if [redacted] had went through Whirlpool.
If she had scheduled through them and they had initially started using us, then
the service order would still have been paid by Whirlpool as a warrantied
repair since they would have honored any service that was already in process.
It was not our fault that [redacted] did not set up the service through the
manufacturer and we did incur expenses to provide her with service in her home.
With that said, as a one-time accommodation we are willing to refund the
remaining $95.00 even though it will mean we did not receive any compensation
for our time or expenses, including the two visits and hour and 50 minutes total
that we spent in her home. In order to process this refund, I will need [redacted] to call me at [redacted] so that she can provide the other 12 digits
of her 16 digit [redacted] ending in [redacted]. Due to the length of time that has
elapsed her credit card information is no longer viewable in our system. Once
this is received we will issue a refund for $95.00. In the interim, since we
are willing to refund as soon as we receive the card number, we have closed our
file pending [redacted] response.We apologize to [redacted]s and appreciate the
opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]

Our dishwasher service order #40934620 went out the first weekend of October 2016. Today is 12-30-16 and nothing has been done by Sears at the mall, Sears overflow 888-[redacted], Sears warranty (800-[redacted] opt 5). Our 3rd party repairman came out Oct 25 (303-[redacted]) and ordered a part that he said would be back ordered 2-3 weeks. Where is it? Called him once to inquire what is going on, he said he was with a customer and would call back in an hour. Since I didn't want to interfere with another persons repair I said yes. Of course he didn't call back, and even Sears overflow says they can't get ahold of him!
There is much much more including getting hung up on at about 5PM by Siretta(?) 12-30-16 after I said that I wanted to speak to a manager. Sure you're closing but I started the call at 4:42PM. I have bought 5 refrigerators or freezers, 2 stoves, several microwaves and TVs, 2 dishwashers, several lawnmowers, tools, clothing, etc from Sears the past 20 years. I even worked for Sears before that.
I have spent conservatively 4 hours on the phone on multiple occasions trying to get this resolved. Sears needs to replace it if they can't order the part as it has been way over 30 days.
Sears used to be something...don't waste your money or your time would be my advice until this fiasco is fixed.

November
11, 2015RevDex.comAttn: [redacted]330
North Wabash Ave., Ste. 2006Chicago,
IL 60611Our
File No: [redacted]Revdex.com
File No: [redacted]Via:
Revdex.com Website Dear
Ms. [redacted]This
letter serves to confirm that...

Sears Home Improvement Products, Inc. (SHIP) has
been in contact with [redacted] On October
29th and November 5th, I spoke to Mrs[redacted] regarding
the difficulties she has had with her windows. Mr[redacted] sent two videos to me
to demonstrate the concerns he has with his windows. By her own admission, Mrs.,
[redacted] admitted that the windows have not had any maintenance, including
re-caulking, over the past 10 years. SHIP must visit the home to properly
evaluate the cause of these issues. As
a gesture of customer service we have offered to reduce the service fee by 50%.
If M/M [redacted] would like to have a service technician come to their home they
may reach me at any time and I will notify our service department. If I do not
hear back from M/M [redacted] within 10 days of the date of this letter I will
assume that they have declined this offer and I will close my file.   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] extension [redacted], or via
email at [redacted]Sincerely,[redacted]SHIP/HI
Regulatory Complaint Specialist cc:
[redacted] via 1st class postage

December 1, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Salam [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator.   We received the same complaint from Mrs. [redacted] through the Washington Attorney General; we will provide your agency with the same information.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator.  Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network.   We do not take these matters lightly and we sincerely regret any inconvenience this situation may have caused Mr. [redacted].   Upon researching Mr. [redacted]’s concerns, we found that our escalated customer service group, Customer Solutions, had already processed an exchange.  However, when the Delivery team was removing the door to bring the refrigerator into Mr. [redacted] home, a screw was stripped.  Another refrigerator was ordered, but Mrs. [redacted] decided that she wanted a smaller unit.  My office assisted Mrs. [redacted] by processing another exchange; Mr. and Mrs. [redacted] are currently expecting a 27.6 cubic foot Whirlpool refrigerator, modelWRF757SDEM, on December 13, 2016, which is the soonest available date.  Additionally, we have contacted our Protection Agreement department to process a $300.00 food loss reimbursement check that the [redacted] should receive in the next two to three weeks.  Lastly, we will ensure that the Master Protection Agreement transfers to the new refrigerator upon delivery. While we are responding to your agency, we will follow-up with Mr. and Mrs. [redacted] after the delivery to ensure their satisfaction.  In the interim, since it is our understanding that he [redacted]s are satisfied with the aforementioned resolution, we ask that this matter be closed . Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, Melissa [redacted] Regulatory Complaints Specialist

November 11, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL  60611[redacted]  [redacted]Dear [redacted]We have not fully completed our investigation of [redacted]
complaint regarding his...

service experience.We apologize for the delay in responding to this complaint. On
receipt of [redacted] complaint our Carry-in escalations manager contacted
[redacted] and requested he bring the mower in for service. [redacted] at
first refused to comply insisting on a replacement. We informed [redacted]
that at this point he did not qualify as we had not deemed the mower
non-repairable. [redacted] recently dropped off his mower for repairs and at
this time we are waiting for its arrival to the repair center. Once it has
arrived we will access the mower and inform him of the outcome. In the interim,
should [redacted] have any questions, he may contact the unit directly at [redacted].We apologize again and appreciate the opportunity to address
this matter.  Please feel free to contact
me if you have any further questions or concerns.Sincerely,
[redacted]

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Andrew Q [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have completed our investigation of Mr. [redacted]’s complaint regarding charges for his Sears Home Warranty.   We would first like to point out that Cross Country Home Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Mr. [redacted]’s contract.   On August 8, 2016 Mr. [redacted] did call in to update the payment information for his Sears warranty but when the next billing period came the update did not carryover and consequently Mr. [redacted]’s warranty was cancelled. Mr. [redacted] was contacted by CCHS, he was reinstated and for customer satisfaction reasons Mr. [redacted] was not charged for the September and October premiums. The Next billing date for Mr. [redacted] is November 7, 2016.   Since Mr. [redacted] has been reinstated for the Sears warranty and it is our understanding that he was happy with this resolutions we have closed our case.   We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com

April 26, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]   [redacted]   We have completed our investigation of [redacted] complaint regarding his service experience.   As clarification, the terms of [redacted] contract states that we will make commercially reasonable efforts to expedite service if the contract holder’s health or safety is endangered. We understand that [redacted] is not happy with the amount of time to complete the repairs for his commercial coin operated washer. Our records show that [redacted] contacted Sears on April 4, 2016; our service tech went out on April 5, 2016 and ordered parts from the manufacture. Our service tech arrived on April 19, 2016 at approx. 1:30 pm to install the parts; he found the parts in the laundry room of the 4-family rental property. Unfortunately our service technician did not have the tools to complete the repairs that day. He did make a call to the number on the service order; [redacted] to inform [redacted] of this but was not able to leave a message due to the voice mail being full. Per policy our service technician called his manager to inform him the service would not be completed that day. The service was rescheduled for April 21, 2016 when our service technician completed the repairs.   We also understand that [redacted] is not happy that our supervisor would not continue a call once [redacted] indicated he was recording it. [redacted] is correct that Sears records many of our calls; this is for training purposes only. Sears does not allow recording of our agents for other than training purposes if it is found that a call is being recorded our agents have been instructed to request the recording be stopped. If the customer refuses to do so we do inform the customer that we will end the call per policy.   We understand that [redacted] washer has been repaired. Our records show that this is the second issue [redacted] has had with his [redacted] coin operated washer within the last eight months and each time [redacted] has not been satisfied with the length of time involved to complete repairs. If [redacted] experiences more issue with his washer in the next 10 months we will be happy to buy out of the washer under the terms and conditions of his MPA since we cannot guarantee repair times. We do not want [redacted] to feel that he is trapped into using Sears repair service if he is not satisfied with it. Since it is our understanding that the washer has now been repaired and we have addressed his issues 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

July 29, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

  Re:  #[redacted] – Norris A. [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint alleging that he was overcharged $120.00 for a refrigerator repair and his request to have this refunded.   We first want to explain that the minimum fee we collect whenever an estimate is declined is comprised of our costs to travel to a customer’s home and provide service in that home, and also the time it takes our technician to assess what the problem is and figure up an estimate. That estimate is applicable for service that day. If it is accepted then the technician would install the parts and complete the repair if he has the part on his truck. If he doesn’t, then he would order the part, collect at least our minimum fee plus the cost of the part, and then return on another day to install it, complete the repair, and collect the remainder of our labor fee.   Once the technician has left, while we still stand by our estimate and the estimate itself is covered by our 90-day guarantee, we would only return at no charge if the estimate was alleged to be incorrect. Otherwise, if a customer calls back to accept the previous estimate, we then have to make another trip to the home to order a part and collect the cost of the part and then possibly another trip to the home to install the part if it was not on the truck. So instead of our trip fee covering a maximum of two days that it would normally have to cover for a repair, it would then have the potential to be three days. Because of this, the service order set up when a customer chooses to accept a previously given estimate, usually deducts about half the fee minimum fee from the labor cost because it no longer has to cover the time for a technician to diagnose and figure up an estimate, but it does have to cover another trip fee.   Unfortunately, it does not appear this was explained to Mr. [redacted] nor did the second service order have at least 50% of the fee applied as a discount off of the completed service order. When our customer support team assisted Mr. [redacted], they agreed to refund him for the first $120.00 fee in full, and they confirmed this was processed by July 23, 2016. We are not sure if they mailed him a bank check or credited the account used on the second repair, but if for some reason Mr. [redacted] did not receive the refund in question, he is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at [redacted]. In the interim, since it was our understanding that the refund met with Mr. [redacted]’s approval, 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: Dana.[redacted]@searshc.com

November 14, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #[redacted]– Belinda [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted] complaint regarding her inability to receive an she purchased from sears.com.   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.    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 Ms. [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 television in question is not available in Ms. [redacted] area and since it was being sold at a special price there are no substitutions.  Unfortunately, it seems that there was an unforeseen error that took place with our refund system in this instance and her credit did not issue as it should.  However, a manual credit was applied to her account on November 9, 2016 and it should be visible within 3-5 business days from that date.   In closure, 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 Direct Dial [redacted] Tammie.[redacted]@searshc.com

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

align="left">  [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet Center. Prior to filing his complaint with your agency, [redacted] connected with Mr. [redacted] from our Executive Member Services office. Notes from the now closed case indicate that [redacted] was provided with a new dryer on Friday, April 1, 2016. Moving forward, if [redacted] has any additional concerns with Sears Outlet Center, we ask that he contact [redacted] the Outlet Store Manager at [redacted] Since Mr. [redacted] has closed his case, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

June 6, 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]’s complaint regarding her dissatisfaction with our customer service and non-receipt of her sears.com order.   It is unfortunate that we failed Ms. [redacted]’s expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Ms. [redacted]’s order has not been located.  Therefore, we have sent an email directly to her to inform her that we issued an eGift card refund of $90.01 and a Shop Your Way Rewards refund of $49.00 to her on June 1, 2016.  Ms. [redacted] may reply to our email if she has any further questions about this issue or her refund.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We hope that in the future she will allow us the opportunity to provide 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 Ms. [redacted]’s comments and an equitable resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted] ###-###-#### Ext. [redacted]

November 20, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611
[redacted]  [redacted]
[redacted]We have completed the investigation of [redacted] complaint regarding her...

allegation that her vehicle started to have performance issues and the check engine light came on after our auto center installed spark plugs in her vehicle. Upon receipt of [redacted] complaint we reached out to [redacted] Auto Center Manager for Store [redacted] to assist with [redacted] concern.  Mr. [redacted] investigated and reviewed the service work order and the final invoice regarding the diagnosis and work performed on [redacted] vehicle.  According to the Vehicle Intake Form under Dash Lights, the engine light was noted as ON.  The notes listed on the Work Order dated October 21, 2015 under Comments/Request noted the following:  Tune Up, brakes squeak, Check Engine light on but they say it’s O2 sensor but they want tune up since it has not been done in a while, declined OBD read.  [redacted] signed the work order prior to our technician installing the spark plugs.[redacted] refused to pay for a diagnostic (OBD read); however, the following codes were noted: [redacted] cylinder 5 misfire, [redacted] Heater control circuit bank 1 sensor, [redacted] thermostat temperature below threshold, [redacted] o2 sensor no activity, and [redacted] 02 circuit malfunction bank 1 sensor 1.  [redacted] was informed that a complete tune-up could not be performed due to engine light and the way the car was running.  [redacted] insisted on having only the spark plugs replaced.  The work was completed on October 21, 2015.[redacted] returned on October 22, 2015 stating that the vehicle has a shaking vibration and getting no acceleration. Mr. [redacted] approved to inspect the spark plugs that we had installed and to run a diagnostic at no charge to [redacted].  The spark plugs were determined to be new and in working order.  Mr. [redacted] was informed [redacted] that the two O2 codes and random misfire codes point to a problem with the catalytic convertor which is causing her vehicle to run rough. Accordingly, Sears denies any wrong doing in regards to the spark plug installation.  With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]

[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611[redacted] We have completed the investigation of [redacted] complaint regarding Sears
Home Services and repairs to his...

refrigerator.[redacted],
one of the customer service, support specialist from our local office informed
our office that repairs to [redacted] refrigerator were completed on November
11, 2015. Notes from the service call indicate that a new compressor starter
kit was installed during the service call. Once the kit was installed the unit
was tested and was found to be operating as expected. At this time, since we
have completed the repairs to [redacted] refrigerator, we ask that this
complaint be closed. We apologize to [redacted] and appreciate the
opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]

I am a new home owner and I wanted to buy a washer and dryer from a company that would help take care of me if needed. I spent over $2500 on a [redacted] washer and dryer about 7 months ago. The washer machine has broken 3 times since then. The computer board just stopped working. So on 08/11/2016 I called Sears to set up an app. to fix it. They didn't have any open time on Friday or Saturday which I understood. So they made an app. on Monday for 8 am to Noon. I took a day off work just for this. I get an email at 12:01 saying they have changed my app. to 08/16/2016 from 1 pm to 5 pm. So I have to take another day off work. I called several times to explain my disgust and disappointment. The customer service was very rude and didn't care at all. So on 08/16/2016 around 4:45 pm they still have not shown up. I call and they changed my app. again without tell me from 4:30 to 6:30. Well that just was not ok with me. I had a meeting I had to go to. So while on the phone I tried for over 20 min to tell them I need help on this today. I can’t be without a washer for 6 days. All they said was well you are gonna have to wait. So finally around 5:30 the Tech shows up. The nicest guy ever. After about 2 min he tells me the issue and starts looking at parts. It is going to cost $1,300 to fix this machine. It would only cost $1,100 to replace. The parts won’t be here until 08/27/2016 and then I can make an app when they have time. This is unacceptable. I will never buy anything from Sears again. I will make sure to tell everyone I know the same thing. Sears Customer Service is terrible. If you actually read this just know the service is horrible and not worth buying.

Complaint: [redacted]
I am rejecting this response because: Yes they did come fix refrigerator. 2 months after the call in sept.  I don't think waiting 2 months to have an appliance repair should be acceptable    Therefore I am still asking that the service plan be cancelled WITHOUT penalties   Sincerely,
[redacted]

November 14, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Gabriela [redacted] Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint...

regarding the problem she encountered when she attempted to return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. Rodriguez was provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. All returns require a receipt and may be looked up in the store. Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details. Ms. Rodriguez could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. With that being said, the Sears return policy 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 following exceptions...” Furthermore, it is not an associate’s responsibility to anticipate questions that a consumer might have. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. Rodriguez made her purchase on September 17, 2016, and then attempted to return it on October 20, 2016 she was clearly over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. Rodriguez, when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
Again, we apologize to Ms. Rodriguez and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Seelig
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

November 12, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #11781453– Jessica [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted] complaint regarding her sweepstakes entry.   As clarification, the rules for this contest clearly stated: “All Prizes will be credited to the SYW Accounts within approximately ten (10) weeks after the verification of the winners.” We have assured Ms. Preston that her points will be awarded after the end of the contest on December 8, 2016. Accordingly, we cannot provide the points now and we are not obligated to do so according to the aforementioned rules; therefore, therefore, we have closed our file.   In closure, 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 Direct Dial [redacted] Tammie.[redacted]@searshc.com

After 30 years of shopping with Sears I will never shop with them again!

Initial Business Response /* (1000, 6, 2015/08/28) */
August 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]

Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted]...

complaint regarding his service experience.
We apologize for the delay in responding to this complaint. Currently we are waiting the completion of service by the third party company, [redacted] Appliance Service. Once we know that service was completed we will address Mr. [redacted] experience. In the interim, should Mr. [redacted] have any questions, he may contact me directly at XXX-XXX-XXXX.
We apologize again 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
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept the response from Sears yet. The third-party service provider repaired my refrigerator on 8/28/15. It took a week for Sears to accept the reimbursement request; they asked my provider for another invoice. Ms.[redacted] assured me that a reimbursement check was mailed on 9/4/15. I have not received it yet, so I cannot say that the issue is resolved.
Final Consumer Response /* (2000, 14, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 12, 2015/09/23) */
September 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted]

Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal.
We have reviewed both our response and Mr. [redacted] rebuttal. When we contacted Mr. [redacted] he did confirm he received the check for the reimbursement of the repairs on September 11, 2015 the day after submitting his rebuttal. Since we have confirmed the receipt of the service reimbursement we have closed our case.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]

SEARS core value:"We do not care about our customers"! Four time in the row they promised to resolve something withing 48h and then they simply don't contact me or do anything about it. I get manager on the phone and he promises to issue me e-gift card within 2 business days and 3 business days latter I get email that the I will get card in mail but I have to wait 10 to 14 business days. Now I have to wait 3 weeks for them? FYI gentleman form Sears acceptable time is 10 to 15 min. You are missing the memo about e-commerce and you [redacted] will crush you. BTW this is just one of the 4 examples of how they promise stuff and not deliver (yes they lie to me 4 times in last 10 days). I used to like [redacted] but now I will stay away from these amateurs.