Sears Holdings Corporation

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Mark J [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have completed our investigation of Mr. [redacted]’s complaint regarding service for his refrigerator.   Our records show that Mr. [redacted]’s refrigerator was repaired on September 1, 2016 under his five (5) year manufacture warranty on the sealed system. A new Filter Drier was installed and his system recharged. Warranty information is available on page 4 of his owner’s manual. Since we have repaired Mr. [redacted]’s refrigerator under the sealed system warranty we have closed this case.     We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com

My husband contacted Sears to schedule a maintenance check on our appliances around Thanksgiving 2016. The earliest Sears schedule was for 1/20/2017. Since then the fridge went completely out and has been out since 1/1/2017. Sears would not reschedule the appointment for an earlier date because they said there wasn't one. They hired a contract appliance company. The repairman came out on 1/20/2017 to tell me the fridge needed a new compressor. Sears set up an appointment with the contract repairman for 1/26/2017 and he never showed or called. I did call his office several times on the 26 to confirm the appointment, when I finally got a hold of his office they confirmed the appt. He never showed up. It is now 1/27/2017 and Sears said they cannot do anything about the contract appliance company - who never returns my calls - that I will have to wait. Both Sears and the contract appliance company has been giving me the run around. I finally spoke with Sears and they said the repairman has to come back out to re-access the problem. They did that on the 20th. When I finally spoke with the repair person he said Sears has not given him the okay to repair the fridge or permission to order the parts and they told me I have to wait on Sears. I am suppose to wait on both of these companies Sears and the repair service for what I have no idea. This is unacceptable.

December 28, 2016
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case: [redacted]
Via: Revdex.com website
Dear Ms. [redacted] Thank you for...

allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention. On behalf of SHIP please know we do value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file
SHIP is responding to the consumer complaint regarding the Shop Your Way Rewards (SYWR) points for purchasing the HVAC system. We have reached out to the (SYWR) Department and they have informed us that the points were awarded to the customer on 11/20/2016. Mr. [redacted] did confirm the receipt of the points. Our records indicate that he redeemed the value of points on 11/24/2016 for an online purchase. We appreciate the opportunity to resolve the matter.
It is our understanding that the concern has been resolved by our issuance of the aforementioned Shop Your Way Rewards (SYWR) points. Therefore, we have closed our file. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via First Class Mail

Tell us why here...
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL  60611
 
 
Re: [redacted] #[redacted]
Dear Ms. Vi[redacted] We have completed the investigation of Mr. [redacted] rebuttal regarding Sears Home Services and repairs to his refrigerator.
Sears provided Mr. [redacted] with his desired resolution noted in his complaint which was to have his repair expedited and to receive a refund of his protection agreement. In our initial correspondence we noted that we repaired the refrigerator and we also referred Mr. [redacted] to our service contracts office to discuss a refund of his protection agreement.  Per our service contracts office, Mr. [redacted] filed a claim for food loss in the amount of $241.00. The claim was approved and Mr. [redacted] should be receiving his food loss reimbursement check in the next 10-14 days.
Our service contracts office approves small item/rental reimbursement funds once it has been approved from their office. We have no record of Mr. [redacted] being approved for small item/rental reimbursement. Additionally, when small item/rental reimbursement is approved, it is for a college size mini refrigerator purchased from Sears or Kmart. We will not be reimbursing Mr. [redacted] for a $190.00 freezer from [redacted]. Sears does not reimburse for lost time, we will not be providing Mr. [redacted] with $500.00. If Mr. [redacted] would have contacted Sears for small item reimbursement, per his contract, he could have been approved for small item/rental reimbursement for an item purchased from Sears. Since we have noted our response to Mr. [redacted] rebuttal, we ask that this complaint remain 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 Claims Specialist
Sears Holdings Corporation
[redacted]

January 26, 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 dissatisfaction with our customer service and non-receipt of her sears.com order.   It is unfortunate that we failed Ms. [redacted] expectations when he recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, we sent an email directly to Ms. [redacted] on December 24, 2016, to inform her that refunds of $32.91, $470.45, and 498.69 were issued to her Visa ending in 3344 on the same date, since our vendor was unable to provide us with an earlier fulfillment date for her order.  Ms. [redacted] may reply to our email if she has any further questions about this issue or her refund.  We did not find that Ms. [redacted] request to have interest refunded was justified, since her order was not held for a period equivalent to one full billing cycle, and we were also unable to honor her request for compensation for lost time or wages, because such compensation is not a condition of ordering from sears.com.  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 Ms. [redacted] comments and the requested refund 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]

January 25, 2017   [redacted]
12pt;">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 her dishwasher.   Upon researching Ms. [redacted] concerns with the repair to her dishwasher, we found that Sears has not been repairing the unit.  In accordance with the terms of Ms. [redacted] warranty, she contacted the manufacturer, [redacted], to repair her dishwasher.  Therefore, she will need to follow-up with [redacted] at ([redacted] with any concerns she may have with the repair services they are providing.  With that said, we ask that this matter be closed.   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
Re: [redacted]
Dear Ms. [redacted]:
We have not completed the investigation of Mr. [redacted]'s complaint regarding Sears Auto...

Center.
[redacted]r, Auto Center Manager from unit #[redacted] provided the following response:
We are unable to complete our investigation without gathering additional information from Mr. [redacted]. That said, we ask that Mr. [redacted] contact me directly at [redacted]. Once I have had the opportunity to speak with Mr. [redacted], we will provide an additional update. That said, we ask this complaint be closed pending the aforementioned contact.
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 Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

February 1, 2016   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  #11082082–Leonard [redacted]      Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding his recent chat experience that involved his tire purchase.     Using the email address Mr. [redacted] noted in his complaint, we were able to find an order for tires made under the name Abigail [redacted], with a Brooklyn, New York address. We can only assume that this person is related to Mr. [redacted] in some way.  According to the notes, this was first sent to the Elmhurst, New York auto center for fulfillment, but then, Ms. [redacted] called and advised that it needed to be sent to the Brooklyn, New York store and she asked for the order to be canceled. A refund was issued on January 10, 2016 and we see that the tire purchase was made at the Brooklyn store on January 9, 2016.     As far as the chat issue is concerned, we apologize that Mr. [redacted] felt that his queries were intentionally ignored. We feel it was simply a case of the chat being disconnected from our side accidentally. Unfortunately, this appears to happen occasionally. We want to assure Mr. [redacted] that we will investigate the matter and if it appears that something else occurred, appropriate action will be taken. In light of the aforementioned information, we respectfully ask that this matter be considered closed.   Again, 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com

November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]  [redacted]  [redacted]We have completed the investigation of [redacted]
complaint regarding the...

charges he was assessed when we installed a dishwasher
replacement in his home.As clarification, the coverage under the Master
Protection Agreement (MPA) specifically notes that it will cover basic or
standard installation but that if any code upgrades or site modifications are
needed that these would not be covered. We do not find records that we
installed the original dishwasher so it would not be unusual for there to be requirements
currently that were not previously required. On [redacted] receipt (which we
attached) you can see where it notes that only basic or standard installation is
covered and if upgrades are required, he would be given an estimate that he
could choose to pay or refuse; if refused though then we would have not
installed it at all as our licensed plumbers are not legally allowed to install
dishwashers that are not up to government codes. When we reviewed the charges that were assessed by the
plumber we found that the water line and valve were required in the plumbing
but [redacted] did not have this already set up in his home. As for the cord,
generally some wiring is part of the dishwasher, so apparently additional
length was needed to get to the outlet, or a plug was required instead of hard
wiring the unit. Regardless though, the work required was not covered under the
MPA and [redacted] signed the form acknowledging he was aware of the charges
and he agreed to pay the amount not covered. As a courtesy he was given a
$50.00 gift card but we do not find he is entitled to any refund since these
were charges required because his home did not have the plumbing up-to-code so
that a basic installation could have taken place; therefore, we have closed our
file.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]

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 do wish to add that I was expecting a call or contact from management or the Revdex.com, I was not expecting a hard to hear response from a local store.  However, I did get in touch with the store in Aurora, and the problem has been resolved.
 
Thank you.
Sincerely,
Anthony [redacted]

August 30, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Stacy [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’s rebuttal to the previous response we sent.
 
We have been in contact with Ms. [redacted] in reference to her newer concerns, and as a further courtesy we sent her the part she indicated was correct. We sent from our own Sears PartsDirect at no charge to Ms. [redacted] so that should cover the $10.00 shipping fee she incurred from the wrong item. The part is expected to arrive next week and if Ms. [redacted] has any further concerns she is welcome to contact me via email or phone.
 
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]-[redacted]-[redacted]
Email: Dana.[redacted]@searshc.com

October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]

We have completed the investigation of [redacted] rebuttal regarding her dissatisfaction with our response and her request to receive a check refund instead of a refund to the credit account she used to make her payment.
We have reviewed both Sears.com's response and [redacted] rebuttal, and we do not find that [redacted] has brought any new information to her complaint. While we understand that she was dissatisfied with the way her refund was issued, it was issued according to our policies, which are shown online, in our stores, and on our receipts. Our records confirm that [redacted] used the credit card ending in [redacted] to make a payment of $131.47 on September 9, 2015, and then contacted us on September 28, 2015, to state that the credit card was cancelled within this 19 day period. She requested a refund by check and stated that she had already made this request at the store her order was placed for pick up from, but they explained that they were unable to change the refund method. [redacted] was again informed that the refund had already been issued and a check could not be provided. [redacted] contacted us one more time after this point and a sears.com associate simply stated he would enter the request on her behalf. [redacted] was not at any time advised that a check would be issued. With that having been said, it might be important to mention that [redacted] name does not appear as the account holder for the credit card ending in [redacted]. As such, we can only suggest that [redacted] ask the authorized account holder to contact the financial provider for this credit account to request the funds by check or a transfer of the funds to her replacement account. This is typically something credit providers will do as long as there is not a balance owed that has already absorbed the refund. In any case, we can only suggest this course of action since Sears has no jurisdiction over the practices and/or decisions of credit providers. While we empathize with [redacted] situation, we are unable to honor her request for a check refund. Since we have already issued a refund to the account used, and in the form stated by our refund policy, we have closed our file regarding this matter.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]

I purchased a Sears weedwacker #[redacted]. Cutting head has melted twice while cutting. Has been replaced twice under warranty, but sears refuses to refund money or otherwise satisfy me.

This company is not the type of company that keeps there scheduled appointments. On July 8th, 2016 I called to schedule a service apt and they gentlemen scheduling the apt had a difficult time because the system kept on updating every couple of seconds, finally he was able to give me an apt for 4 days later. On the day of the apt the tech called me and asked me what type of product needed to be serviced I told him a washer he said he does not do this type of product, he will call dispatch and let them know. A couple of hours later they called and said that the tech for my service called in sick and gave me another apt for 3 days later. Not realiable service.

April 12, 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 her allegation that her refund was taken by a Kmart associate and her request to still receive a refund of $277.90.
 
The store does not recall [redacted] bringing her concerns to their attention until approximately December. Regardless though of whether it was 2 months later, as [redacted] indicates in her version of events or 6 months later, we feel she waited too long to bring forth these allegations. It was her responsibility to review the refund receipt provided to her, and that receipt showed she had been refunded in cash. We do this because with debit card purchases, they are the same as cash or check and our system recognizes them as that; it will not allow us to credit these back to a card.  So for debit cards we issue a refund in cash, or if it is for a large amount, we send a mailed bank check.
 
With that said, the receipt clearly denotes the tender and if [redacted] had looked at it, she would have seen that she was refunded in cash. In that way if she did not receive cash, she could have said something right then. Since she waited so long before she said something to the store, at that time they could only go by the over/short logs and the logs do not show there was an overage that day, which would normally be the case if a refund was not given out after being processed. [redacted] then feels that this meant the cashier took this money, but this is unsubstantiated, plus there were no prior complaints of this happening from other customers that also received debit card refunds via cash. Unfortunately we were unable to review any video, again, because too much time had passed and we could not interview the associate because she was no longer working at that store. Generally any questions regarding over/shorts and/or any allegations regarding theft, are made within a day or so, and that way we have a better chance to conduct an in-depth investigation.  In the absence of that, since our records show that we refunded [redacted] in cash, and she has not presented any proof to substantiate her contention otherwise, we are unable to issue her a second refund and have therefore closed our file.
 
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]
Team Manager, Regulatory Complaints
[redacted]

To make a long, ongoing story short... I placed 3 orders online to pick up in store. One of my orders was missing 3 items. Fast forward 3 weeks later and I still haven't received a refund. I called the store once I realized the items were missing and was told I would have to come to the store to resolve the issue. When I went to the store I as then told they couldn't do anything at the store and to call the customer service center to resolve my issue. I was told by the rep I spoke to on the phone that they would have to investigate the claim I didn't receive the items and it would take 7-10 business days. After 10 business days I STILL was not contacted so I called back and then told the items were marked left at the receiver when I have been told prior to that they have been marked picked up. The rep then stated she would issue me a refund and the next day I receive and email stating that I would have to contact the store because the items have been marked picked up. So I contact customer service again where another rep claims he would make sure my refund gets issued. On top of all this, I did not receive the appropriate reward points and had to deal with that as well. The fact that Kmart misplaced my items and had me do all the work to be refunded MY money is ridiculous. I went to the store for no reason because they claimed they couldn't do anything at store level about, then why would you tell me to come in the store to resolve it. At that point they should have called the call center for me since the LOST my order. More than 3 weeks later and still no refund. We will see if I receive it on 3-5 business days. Are they that desperate for money that they are trying to steal from customers. $20 worth of merchandise may I add, I am not claiming I am missing a stove. It seems NO ONE knows what they are doing and clearly don't keep notes on customer's ongoing investigation. DO NOT SHOP AT THIS STORE. There is a reason they are closing stores.

Have been without a refrigerator for soon be a month with no help yet. Home warranty must not mean much. Will never buy from Sears again.

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. [redacted]
Chicago, IL 60611
Re: Henry [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services...

and repairs to his refrigerator.
After reviewing Mr. [redacted] complaint, I processed an in warranty exchange. That said, Mr. [redacted] new refrigerator has been ordered and is scheduled to be delivered to his home on Wednesday, October 14, 2015. I have left a detailed voice mail on Mr. [redacted] phone number ending in 5513, and then Mrs. [redacted] and I explained the action taken to her. I have provided Ms. [redacted] with my office number as well as my email address and invited her to contact me if she needed anything further. Since it is my understanding that Ms. [redacted] was satisfied with the actions taken by Sears to resolve her complaint, we ask that 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com

Initial Business Response /* (1000, 8, 2015/10/01) */
October 1, 2015
[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 his SYWR account.
As clarification, we do have support for members of the SYWR program and in fact someone from that office has tried to reach Mr.[redacted] to discuss this issue. Mr.[redacted] may call (XXX) XXX-XXXX during normal business hours and they will be happy to assist him. That said, we did see that Mr.[redacted] has had points added to his account recently and they have been used so any qualifying purchases should be linked to his account. It is possible that Mr.[redacted] has made purchases form some of our partners and there could be an issue with that. However, we can assist him with those as well if he will contact the number noted above. 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
(XXX) XXX-XXXX
[redacted]@searshc.com

June 23, 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] complaint...

regarding the problem she encountered when she attempted to return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Ms. [redacted] mentioned that she purchased the chainsaw online. We confirmed that a link to view the return policy online is listed below the description of the chainsaw that Ms. [redacted] selected. We would also like to note that the return policy is posted in the store where Ms. [redacted] picked up the chainsaw, or a she could have simply asked an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”
Since Ms. [redacted] purchased the chainsaw on May 1, 2016, and then attempted to return it on June 19, 2016, she was clearly over the 30-day “hassle-free” return period. Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. 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]