Sears Holdings Corporation

January 19, 2016
class="InsideAddressName">                         �...⇄ [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.   As clarification, Mr. [redacted] has shopped with our site before, but on the date that he placed the order in question, a new credit card was used and separate orders for $600.00 in gift cards were also placed. Whenever the order for the gift card was placed, the personalized questions asked did not match Mr. [redacted] information. Obviously, this caused some concern as we felt some sort of fraud could be taking place. For his protection, we spoke with him to verify the purchase, but the verification process was not passed then either; therefore, the order was canceled. There is no issue with him redeeming his points; we were just concerned that someone was using his information to commit fraud. Any points used on the order were returned to his account. Should Mr. [redacted] wish to replace the orders, if he would let me know the new order numbers, I can have someone in our Fraud Protection Department keep an eye on the order. He will need to make sure thought that the information he provides (his personal information) is correct. Again, this is for his protection.  I may be reached during normal business hours via email at [redacted]     We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

September 7, 2016
'serif'"> 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Gage [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted]’s complaint regarding her recent visit to one of our auto centers.
 
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to John Kulis, Auto Center Manager of unit# 6[redacted] who states the following: 
 
Mr. [redacted] came in for a brake inspection and told the CSA (Customer Service Advocate) that you have to  "slam it hard to get into drive." After backing it out of the bay to put on inspection rack, we weren’t able to get it into drive so we opened the hood and pulled on the cable and it went into drive, so we could inspect the vehicle. After inspecting vehicle, we gave an estimate and Mr. [redacted] left and got his vehicle
stuck in his driveway in reverse, I called a tow truck and they brought the  vehicle back to Sears. After inspection we told Mr. [redacted] that the cable had failed and that it would need to be replaced, but I would only charge him for the labor and not the part.  Mr. [redacted] agreed and picked up the vehicle.  We then refunded him $125.00 for towing and then charged him $100 for labor of cable. Mr. [redacted]’s girlfriend called a few days later and was unhappy she had to pay for anything, so I offered her $100.00 off the brake job and she said she would think about it and talk it over with Gage. I never heard back from her. My offer still stands I will take $100.00 off the brake job. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
 
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]-[redacted]-[redacted]
Erica.[redacted]@searshc.com

August 2, 2016   [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 the charge for a recent service call on his treadmill and his request for a refund.   At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his treadmill was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $99.00.   The call taker explained that regardless of whether the repair is completed, a fee is due. Although we are within our rights to decline Mr. [redacted] request for a refund, we have processed a credit request in the amount of $99.00, as a one-time customer courtesy.  The credit was requested on August 2, 2016, so Mr. [redacted] can expect to see it post to his [redacted]           account ending in [redacted] in approximately five to seven business days from this date.  With that said, since we are providing Mr. [redacted] with his requested resolution, we ask to have this matter closed.   We apologize to Mr. [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          ...

  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding Sears Home Services and repairs to her gas range. Sears has authorized the replacement of the range noted in Ms. [redacted] complaint. All Ms. [redacted] needs to do is go to her local Sears store and advise her sales associate that her range has been approved for replacement. The sales associate will assist in ordering the range and processing the delivery/hookup. Since we have authorized Ms. [redacted] range for replacement, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

October 28, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94573458- Alan [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding his...

water heater and his request for a replacement.
The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Our records indicate that Mr. [redacted] chose not to purchase any extended warranty coverage; therefore, any cost not covered by his manufacturer' warranty would be his responsibility.
As clarification, Mr. [redacted]'s owner's manual specifically states that any parts costs would be covered through the sixth year of ownership, but any labor costs would be at the consumer's expense. Furthermore, the only stipulation for replacement according to that warranty is if a tank leak was found, but that was not the case in this instance. In fact, our technician merely noted that the inlet and outlet lines were leaking. The water lines are not a part of the unit itself; they are a part of Mr. [redacted]'s plumbing. Furthermore, our installation services are guaranteed for one year from the date of service and it has now been almost six years since the work was done. Also, consumers are presented with a Certificate of Completion (COC) where they are asked to inspect the work done and indicate that they are satisfied prior to the contractor leaving their property and we have Mr. [redacted]'s on file with his signature clearly visible. Finally, we want note that rust is not covered by the manufacturer's warranty. For these reasons, we will be unable to grant Mr. [redacted]'s request. As a courtesy, we are willing to discount the purchase of a new water heater form Sears by 20% off if Mr. [redacted] is interested in purchasing a new with the aforementioned discount attached, I may be reached via email at the address listed below. This offer is only valid for 30 days from the date of this letter; after that, it will be null and void. Since we are unable to grant Mr. [redacted]'s request as we noted above, we respectfully ask that this matter be considered closed.
We apologize to Mr. [redacted] we 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]
Regulatory Complaint Specialist
Tammie.[redacted]@searshc.com
[redacted]

October 11, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Olive P [redacted] Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint...

regarding her allegation that the installation of the dishwasher was not completed and that the installer misplaced an adapter that she purchased.
Upon receipt of Ms. [redacted] complaint we reached out to Kathy [redacted], Customer Service Representative with Installation, to assist with Ms. [redacted] concerns. Ms. [redacted] contacted Ms. [redacted] and Ms. [redacted] stated that she did not have specific information regarding the alleged missing part. Ms. [redacted] suggested that she contact Mr. [redacted] to discuss the issue. Ms. [redacted] made attempts to reach Mr. [redacted] but was unable to make contact and left voicemails with her contact information.
However, Ms. [redacted] confirmed that Mr. [redacted] did sign the (installation) release form, and by his signature he acknowledged that the dishwasher was installed to his satisfaction. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

January 12, 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 Ms. [redacted] complaint regarding her online order experience and non-receipt of a refund.   As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.   It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.   With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by Apparel Save located at [redacted] with a telephone number of ([redacted] and email: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below:   Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.   While the Apparel Save refused to return the merchandise based on their return policy, Sears offered to process a return as a onetime courtesy exception. Accordingly, a refund of $65.98 was processed on January 12, 2016. Ms. [redacted] credit should post to her account within 3 to 5 business days. In closure, since a refund has been provided, we have closed our file.   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

I have been trying to receive a credit to my sears credit card since dec. 7. salesman tells me to call credit dept. credit dept. tells me to call salesman. VERY FRUSTRATING. after I get this credit--IF I ever get it, I will cancel my credit card.

October 11, 2016   Nita [redacted]
class="InsideAddress">Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL  60611   Re: Nancy [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’ complaint regarding Sears Home Services.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her washer repair. Upon receiving Ms. [redacted]’ complaint, we contacted our Sears Home Warranty (SHW) department for assistance.  Tiffany [redacted] with SHW responded on October 11, 2016, that she spoke with Ms. [redacted] in regard to yesterday’s service call. During the call, Ms. [redacted] advised that she just purchased a new washer.  Ms. [redacted] subsequently told Ms. [redacted] that her original washer would have been authorized for replacement, so a check for $762.00, the authorized amount, is being mailed to her.  Ms. [redacted] should receive the check in the next five to seven days.  Since it is our understanding that the aforementioned resolution meets with Ms. [redacted]’ approval, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, Melissa [redacted] Regulatory Complaints Specialist

April 25, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611
[redacted]  [redacted]   *   [redacted]   We have completed the investigation of [redacted] complaint regarding the pricing of an item he saw for sale at his local store.   Store Manager [redacted] provided the following response:      Unfortunately, it seems part of the sign in question has slid over to cover part of the price, which made it appear to be $2.99 rather than $22.99. We sincerely apologize to [redacted] for any inconvenience he may have experienced as a result of this issue. That said, we have issued $20.00 worth of points to [redacted] Shop Your Way Rewards account as a courtesy. Should he have he have any further concerns, I ([redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered 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] Specialist, Regulatory Complaints [redacted]

December 16, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]  [redacted]    
[redacted]We have completed the investigation of [redacted]
complaint...

regarding a recent order.  We have spoken with [redacted] in regard to this issue. Unfortunately,
it seems there was an inventory error. We do not have a process in place to
transfer such merchandise cross country. However, were able to arrange for the
totes to be shipped from another location in this case as a courtesy. In light
of the aforementioned information, we respectfully ask that this matter be
considered 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 Complaint Specialist Sears Holdings Corporation [redacted]

[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL  60611
[redacted]  [redacted] We have completed the investigation of [redacted] complaint regarding a
washer purchased from Sears.Our...

records
indicate that on October 27th [redacted] was assisted by the [redacted] Sears store. A new Kenmore washer was order was delivered to her home on November
3, 2015. [redacted] was also refunded for the purchase of the washer hoses,
delivery and a $25.00 sales adjustment. On October 29th I emailed
[redacted] and offered to provide her with a 30% sales adjustment which would
be approximately $130.00. To date I have not heard from [redacted]. If she
would like to take advantage of my offer she can email me at [redacted] Since we have noted the results of our investigation, we
ask that this complaint be closed pending contact. 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 purchased a wonderful front loading washer 7 years ago from Sears. It was a Consumer Reports [redacted]. But now it needs repair. They have cancelled my repair date 3 times. Apparently there is only 1 person in the entire area that can repair my washer. I missed 2 days of work because they didn't notify me until the middle of the 4 hr window. At least this time they called early. I'm sorry the repair man is sick but the company needs to be better prepared for these things. Once upon a time Sears made great appliances and repaired them when necessary. Now they cannot be trusted to repair them so I'm buying something else.

Initial Business Response /* (1000, 6, 2015/09/08) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 8, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - [redacted]
Dear Ms....

[redacted]

We have completed the investigation of Ms. [redacted]' complaint regarding her online order.
It is unfortunate that we failed Ms. [redacted]' expectations when she initially contacted Sears Online Solutions. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. After researching further, we found that Online Solutions processed a full refund on July 8, 2015, back to her[redacted] account ending in [redacted]. For Ms. [redacted]' records, the return receipt number is XXXXXXXXXXXXXX. Should Ms. [redacted] have any questions, she may contact me via email at [redacted]@searshc.com. In the interim, we have noted Ms. [redacted]' concerns and since a full 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 Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (3000, 8, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted my bank, spoke with[redacted] at [redacted] who advised me that the credit for 81.01 was not ever credited to account ending in [redacted] as indicated by Ms.[redacted]
Final Business Response /* (4000, 10, 2015/09/11) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 11, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - [redacted]
Dear Ms. [redacted]

We have reviewed Ms. [redacted]' rebuttal complaint regarding her non-receipt of a refund.
After receiving an email from Ms. [redacted] regarding the refund, we immediately reached out to Sears' Detail Control Center. DCC confirmed that the first refund attempt was not completed successfully. Therefore, we have re-processed a refund of $81.01 back to Ms. [redacted] account ending in [redacted]. The refund was processed today, September 11, 2015, and should post to her account within 3-5 business days. We sent an email correspondence to Ms. [redacted] asking that she reply to us if she has not received her refund by September 18, 2015. We apologize for the delay and respectfully ask to have this matter closed, pending her receipt of the refund.
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

Initial Business Response /* (1000, 5, 2015/09/30) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 30, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear...

Ms. [redacted]

We have completed the investigation of Ms. [redacted]'s complaint regarding her recent online order.
As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.
It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller's pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.
Our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]'s case, the order was fulfilled by Sky Innovations located at [redacted] XXXXX, phone (XXX) XXX-XXXX, email: [redacted]@gmailc.om. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]'s records, we have included our disclaimer below:
Third Party Advertisements and Links to Third Party Sites
We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.
Returns and Cancellations
Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.
While, it is the consumer's responsibility to contact the vendor to address this matter, Sears Online Solutions offered a $15.00 gift card which Ms. [redacted] accepted as a resolution on September 17, 2015. Later that day Ms. [redacted] contacted Sears again for assistance even though a resolution had been agreed upon. Ms. [redacted] reached Sears Social Media who reached out to the Third Party Marketplace vendor, Sky Innovations on her behalf. The marketplace vendor Sky Innovations replied and confirmed that they also resolved the matter by resending the DVD in question. Since Ms. [redacted] did not respond to Social Media regarding the resolution, the case was closed as resolved. In closure, since Ms. [redacted] has received a $15.00 gift card for the DVD valued at $11.05 and the vendor has mailed a replacement DVD, we have closed our file.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The 3rd party market shipped me out a new DVD and sears offered a $15 gift card for all the issues

December 5, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Mr. Huanyu [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and request to have the watch shipped to him.   It is unfortunate that we failed Mr. [redacted] expectations and we can understand his frustration with the series of events noted 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 notes in the order, we found that a full refund of $20.90 had been processed on November 30, 2016. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a full 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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

This was the worst experience of my life. The customer service representatives do not know what they are doing, I wasted 3 hours on the phone on one day and another 2 hours on the phone another day and another 2 hours on the phone another day because they are so Incompetent. I must have explained myself ten times on each call. It was simple too, I bought a Christmas tree, the lights were broken I wanted to replace it with a new one they said they were sending a new tree and then canceled my order 3 times. Then they said they were so sorry and placed the order again and said they would give me overnight shipping but guess what the shipment was 10 day shipping not overnight. HOrrible just Horrible, I will NEVER purchase a thing from Sears as long as I live.

Complaint: [redacted]
I am rejecting this response because:
I am still not satisfied with the amount offered.  I would like that amount increased.
I do not believe the representative heard my concerns and addressed them appropriately.  She would not allow me to speak with a supervisor either.  I thought this was extremely rude. 
Sincerely,
[redacted]

February 2, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  [redacted]          Dear [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding some ornaments he ordered recently.         As clarification, our Return Policy is listed online and it notes: “Christmas season items cannot be returned after December 25. Christmas items purchased after December 25 are final sales and cannot be returned.” Despite this fact, we are making an exception in Mr. [redacted] case as a courtesy, and we are sending a $40.00 gift card to his home address. The gift card should arrive within 10-12 business days.  In light of the aforementioned information, we respectfully ask that this matter be considered closed.                                         ...⇄ We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Angry, went to Sears 12/28/16 bought a new mattress to be delivered 1/7/17. They came this morning to drop off but didn't ring the bell, called (I was at work husband was home) and left. Didn't give us a chance to even get our mattress, called customer service who said they would request a reschedule for today and return our call within 2 hours after 2 1/2 hours we called again to be told the same thing only we would get a call in the next hour, no call, called again and now we are livid, paid extra to have it delivered on a weekend but it's 230pm and I doubt we're getting it today, we both work very hard and full time so Saturday is the only day we are home to get deliveries. They said it appeared no one was home! We live in a apartment complex so there is about 400 cars outside at any moment what made them think we weren't home?????? So annoyed, already threw out our mattress expecting new one!!! Looks like my pregnant self will be sleeping on the couch!