Sears Holdings Corporation

July 7, 2016
 

class="InsideAddress"> 
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL  60611
 
Re:  [redacted] [redacted]
 
Dear Ms. [redacted]
 
We have been unable to complete the investigation of Ms. [redacted] complaint regarding the installation of her dishwasher.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to [redacted] Customer Service Representative for the Installation Member Experience Team.  Mr. Rogers has attempted to reach Ms. [redacted] and has left contact information on her voicemail; however, at this time she has not responded.  We are unable to resolve Ms. [redacted] issue until we have the opportunity to discuss the matter with her.  She may contact Mr. [redacted] at [redacted] at her earliest convenience if she still requires assistance with her issue.  In the interim, we will consider Ms. [redacted] matter closed, pending her response.
We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]

November
5, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  [redacted]  Dear [redacted]We have completed our investigation of [redacted]
complaint regarding his planer....

[redacted] receipt specifically noted that he could only
seek a refund or exchange within 90 days from the date of purchase. However, he
does have a Master Protection Agreement and if we can verify that the part he
is looking for is not available any longer, we will fulfill the terms of that
contract by providing him with a store credit for a comparable unit. If the
part is still available, then his only option will be repair at this time. [redacted] may contact me via email at [redacted] with the part number needed and I will proceed as noted above. 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]

February 2, 2017   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted] [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding his washer repair.   It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly.  We sincerely apologize for any inconvenience we may have caused Mr. [redacted]   Upon receiving Mr. [redacted] complaint, we reviewed his service order.  It appears that he was receiving service through authorized service provider, [redacted] Repair.  Due to the issues he was experiencing, we scheduled a Sears technician to examine his washer.  On February 1, 2017, the technician re-calibrated Mr. [redacted] washer and provided instruction on load sizes; completing the repair.  With that said, since we have documented Mr. [redacted] concerns with the repair process, and we have completed the service to his washer, albeit later than expected, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

June 13, 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]’s rebuttal to the response we provided regarding her dissatisfaction with the quality of her power washer and her request to return it for a refund.
We have Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. As Ms. [redacted] requested, the fact that her assigned case manager is a homeowner and owns a power washer makes her perfect fit in regards to her case. As previously stated, while we understand that she was dissatisfied with the quality of the power washer and that it failed too soon, the fact remains that the power washer must be sent in for a warranty repair while it is still covered under the manufacturer’s warranty. If our technician deems it non repairable then the unit will be replaced under warranty; otherwise, it will be repaired. Ms. [redacted] can contact her case manager once she has dropped off the power washer at her local Sears store for repair and we will monitor the repair or replacement. 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]

Nita [redacted] Revdex.com
font-family: Arial, sans-serif;">330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Michael S [redacted]   Dear Ms. [redacted]:   We have completed our investigation of Mr. [redacted]’s complaint regarding the service on his refrigerator.   After reviewing the service history and discussing the issue with Mr. [redacted] we have authorized a replacement of the refrigerator under the first 30 days of the Sears Home Warranty. Mr. [redacted] has been informed of this offer and has been provided with the necessary information to select a new refrigerator. Mr. [redacted] has been provided with my direct contact information. Since it was our understanding that this resolution met with Mr. [redacted] approval, we have closed our file.   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

Initial Business Response /* (1000, 5, 2015/10/12) */
Contact Name and Title: [redacted]
October 12, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the...

investigation of Ms. [redacted] complaint regarding her dryer.
First, we would like to apologize to Ms.[redacted] for failing her expectations in regard to her dryer repair. Additionally, we would like to assure Ms.[redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Ms. [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressed.
On October 10, 2015, the technician returned to Ms. [redacted] home to install the parts that were previously ordered; completing the repair. As a conciliatory gesture for any inconvenience Ms.[redacted] may have experienced, we have submitted a request for a reimbursement check to help compensate Ms.[redacted] for her laundry expenses while waiting for the repair to be completed. A check request for $100.00 was submitted on October 12, 2015, and should be received by Ms.[redacted] within the next two weeks. Unfortunately, we are unable to honor Ms. [redacted] request for a refund for her dryer as the unit was purchased nearly a year and a half ago. In summary, since we have completed the repair to Ms. [redacted] dryer, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.
Again, we apologize to Ms.[redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

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

align="left">    [redacted] We have not completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her washer. [redacted] Sears Home Services, District Operations Supervisor provided the following response: Calls have been made and messages left for [redacted], as of this morning they have not been returned. Therefore we are asking the Revdex.com to accept this letter as Sears written request to have [redacted] contact me at [redacted] so that I can address her concerns. Once we have been given the opportunity to service the machine we will provide a more detailed response. 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]

My family and I just bought a new house. I'm sure there is no need to express the stresses of moving ( with two young children ). I ordered a top load washer with matching dryer from Sears online delivered two days after I moved into my new home. The washer was horrible so I called Sears to exchange the washer and dryer for front loaders. I payed the difference in price. I have been on the phone with Sears online for three days already trying to have my new washer and dryer delivered and original picked up. They told me they were supposed to be hear this morning. I asked them if they were sure because my husband would have to take off of work and they told me yes they were sure. Needless to say Sears not only did not come but has no record of the exchange. They wanted me to give them my credit card information again to pay the difference again. I asked to speak to a manager who has said they see the new order on my account and it will now be delivered tomorrow. They said to expect a call from the delivery team to confirm a delivery time which just called to say they are picking up the washer and dryer but have not record of a washer and dryer to be delivered. For anyone looking to purchase anything from Sears online I would recommend going to another store and if the price is the reason you want to purchase from Sears online there is no need to fret MANY other stores price match.

Sears Home Services: Chesapeake Service Department.

I had a service window scheduled today from 10-2 pm. Accordingly, I took time off work to be at home and we received confirmation of the appointment. By 1:30 pm I hadn't heard anything from Sears or from the technician so I called the customer service line. I was informed that the technician had called in sick and that I would have to reschedule the appointment. As we had received confirmation of the service window and had had no phone call to inform us of the changes, I asked to be connected with a supervisor who said that he would contact the routing division to see whether there was another technician who could complete the work today. He then hung up before I could confirm my call back number. When I called back, the woman was extremely unhelpful and unapologetic. When I was connected to the supervisor again (a different one), he called the routing division and then said there was no way to have a technician come today. Meanwhile, again without contacting either of us, we received an email that our appointment had been rescheduled.
When I asked the supervisor whether the money that we had already paid for the service that was to have been performed today could be refunded, he said that nothing could be done until the service had been completed. He also said that he didn't see that we had paid for the service. The phone call was disconnected without warning.
I called back and asked to be transferred back to the supervisor and was kept on hold for 25 minutes without talking to anyone. The phone call was disconnected from the hold music.
I called back and talked to a customer service representative at the main number to ask whether the automatically rescheduled appointment could be changed to a more convenient time, given that all this had been done without discussion with us, the customers. I was informed that it was impossible and that the next available appointment was a week later. I was able to confirm that the payment had been made for the service and that was in the account.

During this entire encounter the representatives with whom I spoke were unapologetic for the company's mistake (if it's a subcontractor with whom they are working it is still extremely poor customer service and they are ultimately responsible for the service that their subcontractor provides) and inflexible in even trying to appear that they wished to help me to have a positive customer experience. I had no sense that any one of the people with whom I spoke cared at all for the inconvenience that this caused (not to mention the financial loss of a days' salary) or that they wished to try and remedy the situation. This is one of the most unprofessional services with which I have dealt and I would strongly advise anyone against dealing with them. There are plenty of other businesses that provide equal products and much better service.

April 18, 2016
size="3">
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding a battery that did not work properly.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager for Unit# [redacted], who states the following:
I was informed by my management team that they had asked for the member to bring the vehicle in so that we could ensure everything else was working properly and that there was not any other factors contributing to the premature failure (no charge for this service), but [redacted] had declined. I am willing to warranty his battery as a customer satisfaction gesture, but I do not feel this will result in a permanent fix to the premature failure. We typically do not compensate for loss of time, but I would be happy to provide the installation of the battery and a comprehensive diagnostic of the charging system for [redacted] if he would like to do so- Both services would be free of charge for him.   I spoke [redacted] and he has accepted our offer. He will be calling back to schedule an appointment for battery replacement and diagnostic.  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]
Regulatory Complaints Specialist
[redacted]
[redacted]

Hello
I have been a card holding customer of Sears for some years now. I have purchased several appliances and products from them, and have always gotten good service from them until now. I have Kenmore refrigerator that has got to be the worst buy ever, I have only had this product for 5 years. In my honest opinion they have sold me a Lemon, it has stopped working on me several times within the time span that I have had this product . My original fridge was still good and working up until I got the new one because I needed a bigger capacity. There has been several tedious issues that could have well been avoided have they done there job and sold me a good product. Freon was depleted ,when the tech came to refill that he mentioned and recorded that he saw oil and the compressor was showing up on his diagnostics. Now here I am again going through this similar situation cause now like it stated the compressor went and no part is available . I have been without a working fridge for a few weeks now ,food going bad ,have to spend money to feed my family (eating out) daily;this is ridiculous. Now it is to my understanding that when they run a computer diagnostics that all of the information is sent to a computer database. So why wasn't the part made available or ordered prior to this , why would a tech come out here to service this product and not have the necessary components? So now I receive some parts in the mail and again another tech shows up and yet he still states the same thing , that his diagnostics show the compressor needing to be replaced or it is burnt out and yet still no replacement for it. I did a little digging and found out that compressor that is sold with this product is LG made and it is garbage ,several thousand complaints about this combination. Why continue to sell it like this then?

Complaint: [redacted]
I am rejecting this response because: I am requesting help as the rice cooker I ordered has no tracking number with it if they could assist with this I would great appreciate it sales check: [redacted] 5-Cup Rice Cooker - White
Sincerely,
[redacted]

Nita [redacted] Revdex.com
font-family: Arial, sans-serif;">330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # 11566131 - Clyde [redacted]   Dear Ms. [redacted]:   We have completed our investigation of Mr. [redacted]’s complaint regarding the service on his vacuum cleaner.   After reviewing the service history and discussing the issue with Mr. [redacted], we authorized him for a replacement of the vacuum cleaner under the terms of his Master Protection Agreement (MPA). He has been provided with the necessary information to select a new vacuum cleaner, and he has my direct contact information in the event that he requires further assistance. At this time, since it was our understanding that this resolution met with Mr. [redacted]’s approval, we have closed our file.   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

[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 Sears Home Services and repairs to her refrigerator. Sears Home Services records indicate that repairs to Ms. [redacted] refrigerator were completed on September 9, 2016. During the service call the technician assigned to the call indicated that he installed a previously ordered duct assembly and main computer control board. Once the unit was reassembled, the refrigerator was tested and was found to be operating as designed. Since we have completed the repairs to Ms. [redacted] refrigerator, we ask that this complaint be closed. We apologize to Ms. Payne 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]

Used and standard shop vac ( which was used sparingly ), compressed air wip ( which was used uncorrectly ), did not clean out vents more then 1 foot ( 12 inches ) into duct work, no runners placed upon entering the home, tracked in dirt from shoes, left moderate amount of dust and debris from service work done, never removed fully removed vent covers to perform task. I would not recommend sears to anyone from the lack of service I have witnessed this evening. I have photos documenting the work done, equipment used, and the way the house was left upon service completion. Even with the 99.95 service special, the service performed and condition the house was left was not to sears standards and I will not be using this company for any services in the future.

January 7, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #10980823 – Hope [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with our customer service, non-receipt of her kmart.com layaway order, and her subsequent request for a refund.   It is unfortunate that we failed Mrs. [redacted]’s expectations when she recently placed an order with Kmart. 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.  Additionally, we have confirmed that the following refunds: $32.99, $0.22, and       $50.63 were issued to Mrs. [redacted] on the same day we received this complaint, December 4, 2015.  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 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 Mrs. [redacted]’s 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,  Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741

August 30, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Josie [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal to the response we provided regarding the problem she encountered when she attempted to return the stroller after the 30-day return period.
We have Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with our return policy, the fact remains that her request to return the stroller was over our 30-day return/exchange period. As previously stated, Ms. [redacted] should contact the manufacturer, Summer Infant USA, regarding any warranty issues. 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

February 4, 2017   [redacted] 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 transaction.       We have spoken with Mr. [redacted] in regard to this issue and he was provided with a resolution that he indicated was satisfactory. In light of the aforementioned information, 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]

October 3, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Eva-beth [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal to the response we provided regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period.
We have Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, Ms. [redacted] purchased the clothes online and a link to view the return policy online is listed below the description of the items we sell. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy.
Ms. [redacted] mentioned in her rebuttal that “Sears referenced that their return policy aligns with other department stores which is untrue at least for stores found in my area”. We would like to clarify that we stated, “…most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different”. Which is true, each retailer she listed has set their own parameters for their returns. While we understand that Ms. [redacted] was dissatisfied with the time frame of our return policy, the fact remains that it was posted online for her review at the time of her purchase. As far as Ms. [redacted]’s request to return for a refund is concerned, we did not find that this was warranted, particularly since she is over our 30-day return period. 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

December 16, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding his dissatisfaction...

with our customer service and
non-receipt of a refund for an incorrect item she received from kmart.com.It is unfortunate that we failed [redacted]
expectations when she recently placed an order with Kmart. 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. 
Additionally, we have revealed that we issued a refund of $21.07 to [redacted] ending in [redacted] on December 2, 2015.  We did not require [redacted] to return the
item.  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 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 [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]