Sears Holdings Corporation

August 15, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Sarah [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order and request for an exchange.   It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. Additionally, we can understand how the series of events noted 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 her order, we show that Sears Online processed a return label for her to return the product for a refund. Again, once the incorrect item is returned, Sears would issue a full refund. If Ms. [redacted] chose to then she could place a new order to receive the item. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. Should Ms. [redacted] have any further questions or concerns, she may contact Sears Online. In the interim, we have noted Ms. [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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

January 24, 2017     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request for a refund.   We would first like to apologize for any inconvenience Ms. [redacted] experienced with this order. After reviewing the information, we sent an email correspondence to Sears Detail Control Center (DCC) to research the charge. DCC advised that they did not see a Kmart transaction sale for this order. Therefore, our systems show that Ms. [redacted] was never charged for the order. It is possible that Ms. [redacted] is seeing a pre authorization charge. It should be noted that obtaining a pre-authorization hold is a practice within the banking industry of authorizing electronic transactions with credit or debit card purchases. It holds this balance as unavailable either until we clear the transaction (complete the processing of the order), or the hold cancels the order. The pre-authorization hold will fall off once an order is canceled or processed for completion. Typically, pre-authorization holds can remain on an account (thus rendering the balance available) anywhere from 1–5 days after the transaction date depending on the bank’s policy. In some cases can this can last as long as thirty days depending on the bank. We recommend that Ms. [redacted] contact her financial institution still shows this charge in her account. Should Ms. [redacted] have any further questions or concerns, she may contact us via email at [redacted]. In the interim, we have noted Ms. [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

December 7, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: [redacted] – [redacted] D. [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]
complaint regarding her recent online...

order.It is unfortunate that we failed Ms. [redacted] expectations
when she recently placed an order online. After researching Ms. [redacted] online
order, we found her order ([redacted]) for the jacket. On November 10, 2015, an
online agent offered free shipping on a new order. A refund for the jacket was
issued in the form of a gift card and should have arrived on or around December
4, 2015. 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. In the interim, since a refund has
been provided, 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 SpecialistSears Holdings Corporation

Complaint: 10951255
I am rejecting this response because:
When they were here to replace the cooktop on our stove last Friday, they found something else wrong with one of the burners and had to order a part for it, which arrived earlier this week, and they were supposed to come today to install it.  It is now 5 pm and they have been a NO CALL/NO SHOW.  I have been sitting here ALL DAY waiting for them and they didn't even so much as call.  This is COMPLETELY ACCEPTABLE and downright unprofessional.  I expect to be compensated for the hours between 8 am and 5 pm that I sat here waiting and had to have a friend pick up my husband from the hospital today, who had open heart surgery on Monday, so that I could be here for these people.  
Sincerely,
Johanna [redacted]

[redacted] Revdex.com
font-family: Arial, sans-serif;">330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding the service on her refrigerator.   After reviewing the service history and discussing the issue with Ms. [redacted] we authorized her for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA). She has been provided with the necessary information to select a new refrigerator, and she has my direct contact information in the event that she requires further assistance. We also processed a food loss check in the amount of $250.00 which is the allotted amount under her MPA, this was processed on July 28, 2016. The [redacted] have my direct contact information if they require additional assistance on this issue. At this time, since it was our understanding that this resolution met with Ms. [redacted] approval, we have closed our file.   We apologize to Ms. [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]

I bought a dishwasher from Sears in December 2014 and I paid for Master Protection Warranty. This meant once a year a serviceman comes to my home to clean the product. I called Sears the week of 4/11/2016 and set up that appointment. Today is Monday, 4/18/2016 and the call I just received stated the service would be done some time between 8 am and 5 pm. I find it very irresponsible of Sears to have such wide appointment times, as I am self employed and do not need to be sitting at home all day waiting for a serviceman to show up. If I had known Sears treated their customers this way, I never would have purchased the additional warranty. I do not recommend purchasing anything from Sears, as your time with them apparently is unimportant except at the register. I am sorry to say no more purchases from Sears ever again. I have never had any other big or small store have such an uncaring attitude for something that cost ME...not them! I have spoken to my family members and asked them to stop buying anything from Sears and to tell all their friends the lack of concern Sears has for their customers.

December 3, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  #10886627 – Gregory
H. [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding the charges he...

was assessed for an in-home visit to assess
his washer.As
clarification, all of our customers should receive an estimate prior to repair
informing them of our findings and the projected charges so that they have a
chance to either accept those charges so the technician can proceed with the
repair, or decline them and only be responsible for the trip/diagnostic fee. In
Mr. [redacted]’s case, his narrative did not sound as if he was given the
opportunity to agree to any instruction charges before the instruction was provided.
Additionally the instruction sounded more as if it was just a diagnosis of the
issue, which is covered under the minimum fee, and not lengthy instruction on
how to use the appliance. As such, we agree that Mr. [redacted] is entitled to
receive back all charges above the previously agreed to minimum fee of $89.00
plus tax. Furthermore, as an apology for any misinformation, we are willing to
refund half of the minimum fee. To do this, we need Mr. [redacted] to contact us
with the full 16 digit account number for the MasterCard ending in 6645. Once
we have those other 12 digits, we will be able to credit his account $116.09,
which includes the 9% tax on the amount being refunded. Mr. [redacted] can contact
me at Dana.[redacted]@searshc.com or at [redacted]; we would note that we do not need the security code on the
back nor the expiration date for the card since this is not needed to place a
refund rather than a charge against the account. In the interim, since we are
willing to provide a refund to Mr. [redacted] we have closed our file pending his
response.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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com

I am sending this e-mail to express my complete dissatisfaction with my current Service Request (0**SSN**4281) under my Sears Master Services Agreement. I contacted Sears on December 9th, 2016 to schedule a repair on our [redacted] Front loading washer. I explained that the door hinge was broken and provided the Washer and hinge part numbers. An appointment was scheduled for December 19th, 2016 between 8:00AM-5:00PM. The Technician arrived at our home late at approximately 6:00PM. He verified the hinge was broken and stated he would have to order the hinge, to be delivered to our house, and he would be back January 5th, 2017.
So we had waited 10 days just to have someone confirm what we had already said. As a result, my wife had to make a trip to the local laundry mat where she spent $47.00 to wash our clothes. We received the new hinge last week so I called the Repair center again and they said they could move our appointment to January 3rd, 2017. I have called several more times in an attempt to get the repair moved up sooner to avail. I also inquired if I could change the hinge and was advised that if I did the door and associated parts would no longer be covered under our agreement.
It simply does not make any sense that we should have to wait 30 Days to have a hinge replaced. Thank God I didn’t need a refrigerator or furnace repaired. We, like so many others, paid for our protection agreement in good faith. This has been an absolutely frustrating experience. Sears brags on your agreement website that you offer the Guaranteed BEST Coverage in the industry. This obviously does not take in to count Total Time of a repair. Your website also states If we can't fix your kitchen or laundry appliance on our first service visit, we'll provide rental reimbursement up to $50 if your product is unusable. This was never mentioned by anyone on the phone or by the technician. I must have spoken to a minimum of 15 different representatives on the phone. I would think we should qualify for the $50 reimbursement fee to cover the laundry mat costs.

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted]
class="InsideAddress">  Dear [redacted]   We have not been able to speak to [redacted] regarding her complaint of her in warranty Kenmore range.   Despite several calls and messages to [redacted]’s contact numbers by the service unit we have had no return calls. Sears did set up a service call for our technician to repair the range plug that was damaged on June 16, 2016, but this service was cancelled on June 21, 2016 when our service technician arrived at the door.   As for [redacted]’s allegation that the insect infestation found at the back of the range came from the delivery warehouse, we have not found evidence to support this. [redacted]’s range was delivered on November 29, 2016 along with a dishwasher, a refrigerator and an over the range microwave oven. These items all came from the same warehouse. If the infestation had arrived with the delivery of her items there would have been evidence in the home long before the June 2016 service nor would the infestation had stayed only at the range in the last 7 months. We also believe that [redacted]’s exterminator would have found some evidence in the other three appliances delivered the same day, per her complaint this is not the case.   We are happy to repair the damaged plug to [redacted]’s range but she will be responsible for the repairs of the control board as this damaged was due to the infestation and not covered under her manufacture warranty. Once the range has been repaired and is in good working order her manufactures warranty will be reinstated for the range. That being said we will not be honoring [redacted]’s request for a replacement of the range. If [redacted]’s changes her mind and will allow our service technician back to repair the plug on her range she need only contact [redacted] directly at [redacted] or me, [redacted] at [redacted] and we will be happy to set service to repair the range plug. In the interim we have closed our case pending [redacted]’s response.   We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted]
I am rejecting this response because:
We understand that the warranty expired and we were more than willing to pay the cost of labor for the repair, which we did.  Our problem is that the repair that we paid for failed REPEATEDLY either because they provided inept and inexperienced technicians or faulty parts.  This resulted in another occasion in which we were forced to throw away all of our perishable food.  This also resulted in us having to live without the refrigerator for OVER 2 months.  This is completely unacceptable.  Had the original repair actually worked we would have been satisfied.  Even today we check the temperature every time we open the refrigerator because we fear it will fail again.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/07/14) */
July 14, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms.[redacted]

We have completed the investigation of Mrs. [redacted]'s complaint...

regarding her dissatisfaction with our customer service and an alleged overcharge for a payment made toward her sears.com layaway order.
It is unfortunate that we failed Mrs. [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 we may determine whether future changes are needed to avert future problems of this nature. Additionally, we have reviewed all of Mrs. [redacted]'s recent layaway transactions and revealed that she had again added the shed she previously placed on layaway to her cart and did not remove it before making her layaway payment. Therefore, our system processed her layaway payment and a new order for the shed. It is for this reason that both charges were taken from her account. Mrs. [redacted] called on the date the order was placed, June 26, 2015, and at that time our agent explained how the problem occurred, cancelled the order and immediately issued a refund of $483.73 to Mrs. [redacted]'s Visa account ending in[redacted] The proposed time frame of the refund was provided as a suggestion of how long it may take for her bank to post the amount, although the date that refunds are posted and visible to a customer is entirely up to the banking institution. While we empathize with Mrs. [redacted]'s situation, the issue she experienced was not due to any error of our website. It may also be important to note that compensation is not a condition of use of the sears.com website. As such, we are unable to honor Mrs. [redacted]'s request. 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 her 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 Mrs. [redacted]'s comments and confirmed that the appropriate refunds have 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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Facts of this case:
-A shed was placed on Lay-away with Sears.com
-There were apparent issues with the Sears.com site that require technical support when ordering items and when making a layaway payment.
-Sears.com did not cancel the order when I complained because the Sears.com website is not able to perform actions in current time which causes confusion. I canceled the order because I saw it many hours later when it reached the system and finally realized what had happened.
My Reply: Ms.[redacted], your statement is that I purposely or mistakenly placed another shed in my cart on the Sears.com website and then proceeded to make a $122.00 layaway payment and then purchase an entire separate order of a shed knowingly charging my card $600.00? Even when you were typing that, did you laugh at yourself just a little? The more logical thought pathology would be, somehow another shed was placed in the cart, probably before the customer went to make a layaway payment and then the customer unknowingly paid for both due to the sites user-unfriendly set up. Here is the interesting part, your customer service staff from the 1-800 number told me Sears has "been having many problems with the online site Sears.com." Wouldn't this be a great opportunity to manage the technical glitches by gathering all of this information and fixing the problem instead of flipping off a customer?
Here is what happened; and this is after I had time to evaluate the site and all of the events, you were correct, some how there was a another shed in the cart. I have no clue how it got there, but it was the same shed I was purchasing and was in the cart without my knowledge. I went to make a layaway payment on the shed I was purchasing and then the layaway page somehow added everything in the cart to the payment; HOWEVER, it does not total it, so you are seeing the shed and then under that item the the layaway payment. Ms.[redacted], do you see the confusion? Because it was my first time making a layaway payment I was under the impression that what I was seeing was a recap of the shed price and then the layaway payment at the bottom. An easy mistake considering I was making a first time payment and at the bottom I only had the layaway total before payment. Had any other item been in my cart I would have made the connection and caught the problem. But why am I having to catch the fact that Sears.com processes a layaway payment by adding what is in their cart to the layaway payment without warning and then does not show them that they are getting ready to pay a total of $600.00 instead of $122.00 in my case? Again, when the layaway payment was made there was no attempt for the site to total the order, so there is only the layaway payment listed near the submit button. Then, the confusion continues because all that showed up on the site and in your Sears.com system for the rest of the evening was the layaway payment? Finally, hours later that evening I just happened to go up on the Sears.com sight and see the separate second order of the shed. The only time I knew where the $600.00 dollar total was coming from was when an email was sent to me later and I could see that where the two charged had come from one for about $480.00 and $122.00.
Just a note for your technical support department, when I went to make a second payment on Sears.com it kept changing the dollar amount and not letting the payment go trough. You may want to add this to the list of issues with the site. I cancelled my order due to these on going issues and truly hope I do not have anymore issues getting my original payment back.
I have worked in customer service for years and never would I have chosen to use the tone and wording that you used in your response Ms.[redacted]. The fact that a customer walked away with a $600.00 charge and was inconvenienced in such away would make me feel horrible, even if the client was partly to blame in some way. Take some ownership to the fact that the Sears.com site has some serious issues and that there are many people who are losing faith in a company that has been a staple of American pride for over 100 years. There are a ridiculous number of complaints listed on the Revdex.com site and on-line, and with that the ones who just walk away and shop else were without saying a word.
Next time a customer goes through such a traumatic experience, my suggestion is that you feel some sense of sympathy, apologize and figure out a way to solve the problem at the source instead of outsourcing with band-aid fixes.
Oh, and thank you for making me aware that you are content with me walking away from such pretentious and disappointing service and responses.
Good day madam.

February 22, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his order and his transactions.   It is unfortunate if we failed Mr. [redacted] expectations and we can understand his dissatisfaction with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the complaint filed we found that Mr. [redacted] had previously been in contact with Sears (EMS) Executive Member Support team. EMS explained that the order was originally purchased with the [redacted] card on January 2, 2016. However, the credit card that Mr. [redacted] provided to Sears Lakeline was his [redacted] debit card. The refund should have been returned to the original form of payment ([redacted] card) when Mr. [redacted] returned to the store for his refund. Additionally, the very same day Sears Offline had processed a refund correctly back to his [redacted] card as well but were unaware that Mr. [redacted] had returned to the store for a refund which led to him receiving a double refund. Accordingly, Sears has since reversed the charges on Mr. [redacted] to correct this matter. Since we have confirmed that the charges/credits have been corrected properly, 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

OVERPRICED AND COULD CARE LESS ABOUT CUSTOMER SERVICE. TOOK 3 APPTS TO GET AN ESTIMATE AND WHEN THEY FINALLY DID THE ESTIMATE FOR 2 BEDROOMS TO GET CARPET IN THEY WERE MORE INTERESTED IN SELLING ME HIGH END CARPET THEN LISTENING TO ME THAT I HAD A BUDGET TO STAY IN AND THAT I HAD RADIANT HEATING FLOORING. THEY OFFERED ME THE WRONG CARPET AND PADDING THAT I FOUND OUT AFTER I WENT WITH THE LOCAL CARPET DISTRIBUTOR. SEARS GAVE ME A QUOTE AND THEY WANTED YOU TO PAY THAT AMOUNT RIGHT ON THE SPOT OR THAT QUOTE WAS NO LONGER GOOD AND THEY DO ALL THE MEASUREMENTS AND CALCULATIONS RIGHT IN FRONT OF YOU ON A COMPUTER AND GIVE YOU THE PRICE. THE VERY NEXT DAY I GET A CALL FROM JON SY OF THE CHICAGO DISTRICT OFFICE TELLING ME THAT THE NUMBERS WERE WRONG ON THE SALESMANS COMPUTER AND I NEEDED TO PAY AN ADDITIONAL $919 AND ASKED ME IF I WANTED TO PAY FOR IT BY CREDIT CARD OR CANCEL THE INSTALLATION ALL TOGETHER. NO EXPLANATION WHY AND DIDN'T CARE IF I SAID NO. SO AT THIS POINT MY TOTAL TO GET 2 BEDROOMS WITH CARPET INSTALLED WAS AT $2300!!!!!!!!!!! ARE YOU KIDDING ME???? TALK ABOUT BATE AND SWITCH AND ON TOP OF IT CANT EVEN EXPLAIN THE NUMBERS TO YOU. I ENDED UP GOING TO A LOCAL CARPET PLACE CALLED [redacted] CARPETS IN WESTMONT, IL AND THEY WERE GREAT. THEY EVEN TOLD ME THAT SEARS WAS SELLING ME THE WRONG CARPET FOR RADIANT HEAT FLOORS AND WERE SHOCKED THAT THEY WOULD DO THAT. [redacted] CARPETS CARED ABOUT MY CONCERNS AND BUDGET AND WAS WITH YOU FROM START TO FINISH. TWO ROOMS WITH CARPET INSTALLED IMMEDIATELY WAS JUST UNDER $1000 AND THE CARPET IS BEAUTIFUL AND HIGHEND AND I WILL DEFINITELY USE THE LOCAL BUSINESS RATHER THAN SEARS! I WILL NEVER REFER ONE PERSON TO SEARS AND MAKE SURE NO ONE USES THEM!

January 16, 2017
 
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted] We have completed the investigation...

of Ms. [redacted] complaint regarding the problem she encountered when she attempted to return Christmas seasonal items for a refund.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. As Ms. [redacted] mentioned in her complaint, the copy of the receipt provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. However, it also states, “Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details”. Mr. [redacted] could have followed the instructions on the receipt to review the policy posted at the registers, online or simply asked an associate for details. It is a consumer’s responsibility to become familiar with a retailer’s return policy. With that being said, the Sears return policy states “Christmas season items cannot be returned after December 25. Christmas items purchased after December 25 are final sales and cannot be returned.” Since the items Ms. [redacted] received are Christmas décor items and were purchased on December 3, 2016, then they must be returned with a receipt on or before December 25, 2016.
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. [redacted], when no one else has received one. Ms. [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions; there are no options available. 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I would encourage Sears to look at their handling and response times within their Customer Service and required alot of effort and footwork on my part to resolve the issue.  As a compromise to get this resolved and drove to pick up the item and install it, had this been handled appropriately and timely in the warranty period I would not have been required to do some much work and perform the replacement myself.
Further they could benefit from looking at their call flow which is unfriendly, inconvenient, and lab intensive on their consumer.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: If Kmart cancels an order, it is no way acceptable that the funds should be held for up to 30 days. 
BUYERS BEWARE!!!
Sincerely,
Eric [redacted]

July 5, 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] rebuttal to the response we provided regarding the problem she encountered when she attempted to return the cordless leaf blower.
We have Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. Ms. [redacted] mentioned on her rebuttal response that she spoke with a male manager over the phone that authorized the return after the 30 day return period. Regrettably, she was unable to provide the name of the person she spoke to and did not mention this information on her initial complaint. 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. [redacted], when no one else has received one.
As previously stated, if the leaf blower is malfunctioning, Ms. [redacted] can drop it off for a warranty exchange; not a return. Ms. [redacted] may contact Store Manager [redacted]. While we understand that she was dissatisfied with our return policy, the fact remains that a return for a refund must be requested within the 30 days from the date of purchase. As this decision is commensurate to the circumstances, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

February 1, 2016
Roman', serif; letter-spacing: -0.25pt;">  [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]       [redacted]   We have completed the investigation of [redacted] complaint regarding a recent order.     Unfortunately, it appears that there was an error made in the listing for the bundle Ms. [redacted] ordered. We are sending a gift card for $120.00 to [redacted] email address. It should arrive within 72 business hours. This should cover the cost of the stand (item number [redacted] We appreciate [redacted] patronage and apologize for any inconvenience she may have experienced as a result of this issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed.   Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted]
I am rejecting this response because:
I did physically go to the store.  They checked the inventory and the tires were in inventory.  They told me they could not put them on my truck until sears.com pushed the paperwork through.  I informed sears.com they made need an inventory adjustment, yet they said I must wait 48hours.  After about 96hours I had to cancel my order.  The tires are still there and nobody has adjusted the inventory...i'm assuming since nobody notified me.  This whole mess caused me to miss a sale with national tire and battery that had a buy 2 get 2 free tire sale in my sized and style.  Now that the sales are gone, it is going to cost me $200-$300 more that I cannot afford at this time, so, I'm driving on 4 bald tires thanks to sears.com.
Sincerely,
Kenneth [redacted]

November 3, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]       [redacted]We have completed our investigation [redacted] complaint regarding...

her dissatisfaction with Sears Home Services.First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her freezer. We do not take these matters lightly and we have forwarded Ms. Harris’ concerns to the District Service Manager and Routing Manager for further review.  On October 28, 2015, our records show that the technician returned to [redacted]’ home and repaired a leak on the dye drier.   Customer Service Specialist [redacted] spoke with [redacted] on November 2, 2015, and confirmed that the freezer is working as expected.  With that said, since we have completed the repair to [redacted] freezer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely,[redacted]Regulatory Complaints Specialist