Sears Holdings Corporation

June 21, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]   Dear Ms. [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding his washer repair and his request to have the unit replaced.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer.  While we empathize with Mr. [redacted], he does not qualify for a replacement washer.  As clarification, the Service Smart Agreement (SSA) that Mr. [redacted] purchased for his washer on May 6, 2016, is a repair agreement that provides repairs for one year, with a coverage cap of $500.00 per repair; there is no limitation on the number of repairs.  It is the only agreement available for certain non-functioning appliances and has strict guidelines as to when a replacement will be offered.   Under the SSA, if a repair in any single service call exceeds $500.00, the consumer may choose to pay the amount over the $500.00 for the repair of the appliance or accept $500.00 in credit (maximum amount allowed) towards a replacement from Sears.  However, if neither of these options is accepted, the consumer can cancel the coverage for a full refund of the purchase price of the contract.  In Mr. [redacted] case, no repair exceeded $500.00 nor did a Sears technician deem his washer un-repairable.  The second and last repair was completed on June 20, 2016.   While a replacement is currently not an option, as a one-time courtesy, we have processed a laundry reimbursement check for $100.00, which should be received in the next two weeks.  This is in addition to the $50.00 in Shop Your Way Reward points Mr. [redacted] was provided on June 8, 2016, by Protection Agreement department. In summary, since we have explained why Mr. [redacted] has not been offered a replacement, and issued the aforementioned concessions, 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

Complaint: [redacted]
I am rejecting this response because:  The complaint was not only associated to the burners. The Unit is advertised as Stainless Steel. We have it covered under a roof in a secluded area and the unit after a year already showed signs of rust (Not Stainless Steel) false advertising.  We had to replace the flatbed under the burners after 1 year $ 65.00+  and the casings above the burners that we got from amazon $ 35.00.  For a Grill that cost almost 600.00 for the burners to go bad, and so many parts replaced  within a 3 year period obviously illustrates the poor quality of the Grill and that though advertised as Stainless Steel the Grill is not.    The burners will give us some additional usage but unfortunately we will have to replace the grill. 
 
We spent more than usual on the grill thinking that this was Stainless Steel. It most obviously is false advertised as such.
 
We thank you for maintaining the warranty agreement and sending the burners but that is a short term fix to a product that is not really what is advertised. 
 
Sincerely,
[redacted]

January 18, 2016      
[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] [redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a full refund for her sears.com order.   It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Ms. [redacted] was previously provided with 15,000 Shop Your Way Rewards points, a $15.00 value, and on January 18, 2015, we issued the remaining refund amount of $9.68 to her by check. Ms. [redacted] check is expected to arrive at the address she used for her order within fifteen business days.  We would be willing to offer Ms. [redacted] a credit of $20.00 if she would like to replace her order.  To accept, she would simply need to provide her new order number to Regulatory Complaint Specialist [redacted] at [redacted] within 30 days from the date of this letter.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We hope that in the future Ms. [redacted] 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 an equitable resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted]

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

60611   Re:  #[redacted]–James [redacted]            Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding a recent order.      According to the LADWP website, this item does qualify by meeting their Energy Star Criteria. Any rebate would be fulfilled through LADWP and Mr. [redacted] would need to contact them regarding any further compensation he may feel he is due. As it stands, we provided Mr. [redacted] with a credit for the amount of the rebate on August 24, 2016 as a courtesy. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com

November 22, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted]– Judith W. [redacted]   Dear Ms[redacted]   We have completed the investigation of Ms. [redacted] complaint regarding non-receipt of a dryer she purchased from sears.com.   It is unfortunate that we failed Ms. [redacted] expectations when she recently purchased a dryer from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We regret that this incident occurred, and we can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, our records indicate that Ms. [redacted] local Sears Store and our delivery department have arranged a new delivery date of December 1, 2016.  Ms. [redacted] will receive a call to confirm the delivery date and follow up from a delivery customer service once delivery is complete.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We respectfully ask to have this matter closed pending the completion of the delivery of Ms. [redacted]’ dryer, since delivery of her dryer is her preferred resolution and we have noted her comments.   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. [redacted]

Complaint: [redacted]
I am rejecting this response because:The information provided by Sears is not complete and my call out of those inconsistencies have not been addressed at this time.
 
I received the email below from Sears Customer Service telling me to call the number below and they would help me with a replacement dishwasher.  This email was recieved at the time a serviceman was at my home.  That serviceman notified me that the part needed to repair my dishwasher was on back order and would not be available for another 3 weeks...and then time for repair. 
 
Below is my last response that Sears has failed to address or respond to.
I called for service on 11/4 when the dishwasher started smoking and emitting a burning smell and when the tech arrived on 11/17, I did not turn away service.  At the time that the service member was in my home, I received the email below from Sears Customer service.  It led me to think that they would be helping with a replacement. 
Then the service member notified me that the part that was needed to repair my dishwasher was on back order until 12/5 and he could try to call around to find one sooner, but could not gaurauntee anything.  He said that if I were pursuing a replacement machine that he would not try to find the part.  I called customer service, but was on hold until after he left.  I spent a long time on the phone with them and was notified that they had no record of the email below either.  The only way they could get it was for me to fax it to them.  I do not have easy access to a fax machine.  When I called back for service repair later that night, they had no record of the service call or the part that I needed and was told that I would have to start over with an assessment or wait until notes from the tech were available.
This web of service is frustrating and confusing.
I will say that my dealings with Ms [redacted], although not fruitful, were professional and courteous.  Sincerely, Katherine [redacted]
 
Re2:Re: Re1: Kenmore Dishwasher - lemon (KMM68420954V28532L0KM)
Dear Kate,
 
Thank you for contacting Sears.
 
I understand that you are informing us that the service for the dishwasher is completed more than 3 times and looking for a replacement.
 
Please do contact our Customer solutions team at 800-479-6351 and they will be able to assist you regarding the replacement of the dishwasher.
 
I appreciate your patience in this regard and look forward to serve you again.
 
Sincerely,
Ace S
Sears Holdings Corporation
800-479-6351
 
Original Message Follows: ------------------------
 
Hello Ace,
 
 
I did not give you incorrect information.
 
Our dishwasher has been repaired on the following dates:
 
5/29/12
 
6/11/12
12/5/12
10/8/14
1/20/15
8/19/15
 
today
 
 
That is more than 3 and I have Sears receipts to verify this information.
 
 
 
To this point - there have been $1265.88 in repairs of the dishwasher and that is prior to the repairs today,
2 weeks ago - it smells like this dishwasher started on FIRE - we do not want this liability in our home.
 
In my assessment Sears is trying to ride out our warranty and in the meantime throwing good money after bad and losing customers for life!
 
I appreciate your apology, but it does nothing to repair our faith in Sears as consumers. Revdex.com will receive the same information.
 
 
Sincerely,
 
Kate [redacted]
 
 
 
On Tue, Nov 15, 2016 at 9:36 AM, Sears Home Services - Customer Support 2 <[email protected]> wrote:
 
Dear Kate,
 
Thank you for contacting Sears.
 
I completely understand your concern regarding the issue with the service of your dishwasher and you would like to get a refund. I owe you an apology for the trouble caused.
 
As per the case details, I see that the service for the dishwasher is scheduled on 11/16/2016 and he dishwasher has completed only 3 service from 2014. I request you to continue with the service so that our technician will check what best can be done.
 
I appreciate your patience in this regard and look forward to serve you again.
 
Sincerely,
Ace S
Sears Holdings Corporation
800-479-6351
 
 
Original Message Follows: ------------------------
 
 
 
Hello,
 
 
We are writing in regards to the dishwasher that is under extended warranty for account [redacted]. There is currently an open ticket and a service appointment for Wednesday 11/16.
 
 
 
We do not want service on this faulty Kenmore dishwasher. It has proven to be a "lemon" and the service provided does not fix that!
 
 
 
We are requiring that this unit be picked up and taken from our home on Wednesday and that we are given a refund for the cost of the dishwasher.
 
 
We have put our trust in the Kenmore product and then the kenmore service one too many times. As you can see in our service report - this is the 7th call on this dishwasher - with many service issues leaving us without a dishwasher for weeks and months at a time.
 
 
We will be contacting the Revdex.com regarding the poor product and most recently poor service.
 
 
Please verify receipt of the message and your course of action.
 
We can be contacted with any questions at this email or [redacted] 
 
Sincerely,
Katherine [redacted]

March 24, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the failure of her snow blower and the estimate she received for its repair      .   Unfortunately, many issues that a customer may experience with a snow blower or any other piece of lawn and garden equipment are caused by the way the item is used or something the customer has neglected to do in regard to maintenance.  Such issues may result regardless of whether a customer has used their item for five minutes or five years.  Therefore, in all instances involving lawn and garden equipment it is our policy to have a certified Sears technician confirm the cause for failure and if it is truly due to a defect and/or no fault of the customer, then the item may be repaired, replaced, or refunded according to the terms of our return policy or the manufacturer’s warranty.  In [redacted] case, it was determined that the poor performance of her snow blower was the result of improper storage.  The most common way that this occurs is by using leaving fuel within the unit during periods of non-use or using fuel that has been stored for long periods and/or during weather changes.  While we understand that [redacted] claims this was not the issue, the symptoms exhibited and the internal parts of the snow blower did not indicate a manufacturer’s defect.  Regardless, we offered [redacted] a discount of 25% off the carburetor cleaning and maintenance needed.  She accepted our offer and returned her lawn mower to our service unit.   Since we have offered a resolution appropriate to our policies and the manufacturer’s warranty for the snow blower [redacted] purchased, 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] Regulatory Complaint Specialist [redacted]

August 3, 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 her mother’s purchase.   District Manager [redacted] provided the following response:   It seems that Ms. [redacted] bought a fridge online, but it was not delivered home because it was too large. After that, Ms. [redacted] visited the Ionia store where they put her on the phone with Sears Delivery. Another attempt was scheduled, but it was not delivered because it seemed the item was too big. Ms. [redacted] then canceled her order and she was told it may take 14 days for her account to reflect the credit. She then a new refrigerator form the store and has since had it delivered.   We are unsure as to why Ms. [redacted] daughter feels her mother should have been given $93.00 in points and free delivery. The original refrigerator may have qualified for that promotion, but it was being sold online and it was a different model from the one she kept. The local store was not obligated to apply the same promotion to the new sale. However, they have added $55.00 worth of point to Ms. [redacted] SYWR account as a courtesy. Also a $40.00 credit was applied to Ms. [redacted] account as well. We will not be providing any further credits or discount, points or otherwise in relation to this purchase. Should Ms. [redacted] have any further questions or concerns, I ([redacted] may be reached during normal business hours at [redacted]. light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation

August 15, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL ...

60611 
Re:  [redacted] – Elizabeth [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted] complaint regarding her contention that our trip/diagnostic fee should have been deducted from her total bill for repair.
 
We would first note that while other service providers might have a policy like this, Sears does not nor have we had this practice for at least the last 15 years if not longer. We are constantly revising our script however to prevent customers from interpreting that it will somehow be deducted since this is an expectation that many seem to have. The script Ms. [redacted] references says that it will go towards the total bill and it does, it does not state it will be deducted and yet that is how she interprets “going towards”. Unfortunately we did have a few people that were also similarly confused so we updated the script yet again. Currently it reads:
 
“The diagnostic fee is the cost to have a tech come to your home and provide a repair estimate. If you decide to proceed with the repair, your total costs will include the diagnostic fee and labor, plus any parts and applicable sales tax. If you decline the repair, you will still be responsible for the diagnostic fee.”
 
With that said, while we do not feel the other script actually indicated that someone would have their fee deducted from the total, as a courtesy we are willing to provide Ms. [redacted] with a 20% discount on her service. Our records indicate the diagnostic fee for a dryer in her area is $79.00 and a 20% discount with the tax would equal $65.39, so hopefully our alternative proposal will meet with her approval since it is close to the diagnostic fee. If Ms. [redacted] would like to accept our offer, we would need her to email or call me with the first 12 digits of her 16 digit MasterCard number ending in [redacted]. Upon receipt of that account number, we will issue the 20% refund back to her MasterCard account. In the interim, since we have proposed a reasonable resolution and we have also revised the script in our written correspondence and on our website to hopefully remove any further ability to interpret it incorrectly, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com

April 29, 2016
sans-serif;">[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] We have completed our investigation of [redacted] complaint regarding the replacement of her [redacted] cooktop. After discussing the issue with [redacted], we are moving forward with a cash buy out under the Buy Out Clause of her master protection agreement. This is due to Sears is unable to provide a cooktop with the same features she currently has. We have agreed to a buyout amount of $2200.00. The needed forms have been emailed to [redacted] and once received we will process a bank check in the amount of $2200.00. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted.  If [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved.  We respectfully ask that this matter remain closed at this time. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

July 28, 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 her dissatisfaction with the delay in receiving the part she ordered for her lawn mower.
Upon receipt of Ms. [redacted] complaint we reached out to [redacted] Sr. Customer Support Specialist for Sears Parts Direct, to assist with Ms. [redacted] concern. Ms[redacted] researched and reported that she located Ms. [redacted] order for the drive control which was on back order. However, the part has shipped and was delivered by the post office on July 22, 2016.
We would like to note, that in the future, Ms. [redacted] can drop off the lawn mower for warranty repair at [redacted] and she can contact them at [redacted] Ms. [redacted] would need to provide a copy of the receipt for proof of purchase. 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

Sear's speaking with (9) different representives today and yesterday to reorder and return an item after three days sear's computer system has been down.how can I believe that everyday it's a computer problem. How can You do business if your system is offline several times a day. WOW! I don't believe that. do you? Sear's won't process returns. This is expectzble.

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]
class="InsideAddress">  Dear Ms. [redacted]   We have not fully completed our investigation of Mr. [redacted] complaint regarding service coverage under the Sears Appliance Warranty.   We apologize for the delay in responding to this complaint.  We forwarded this matter [redacted]  *who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response.  In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted]   We apologize again and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

March 28, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his...

dissatisfaction that the service on his television was not completed in a timely manner. It is unfortunate that we failed to meet [redacted]’s expectations when we recently scheduled a television repair. We value [redacted]’s patronage and can understand his frustration when the repair of her television took longer than he expected. We would like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause an appointment to be rescheduled, in [redacted]’s case our technician called in sick on the initial service date, there was also a parts delay issue, and another rescheduled appointment due to inclement weather. At this time, [redacted] television has been repaired and it appears to be working to specifications. With that being said, since we have addressed the issue brought forth in [redacted]’s complaint, 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

Complaint: [redacted]
I am rejecting this response because:
First and foremost, my name is not [redacted]. Apparently, [redacted] was also deceived by this deceptive trade practice as evidenced by the "copy and paste" of this message (please see the incorrect name written in the beginning of the paragraph (fourth paragraph from the bottom). Thus, I must assume that others are being deceived by your advertising (e.g., pictures on the website as well as wording). Additionally, did you check the mobile site? There is no mention of requiring two box springs. And as I mentioned previously, two twin XL mattresses would be DOUBLE the price of a king even though they are listed together. How is this not deceptive?
 
I am not "whole" because I received a full refund. I asked for a refund, because I spent almost a full day on the phone with your customer service agents and was promised a complete set for no additional cost. Three of your customer service agents promised to give me the additional box spring at no extra cost. I even had this shipment scheduled. When I called back to confirm (numerous times), the representatives, supervisors, and managers indicated that there was no documentation of me speaking with these agents. I request that you listen to all of the voice recorded conversations I had with these employees (telephone number [redacted]. Also, I am able to provide all of their names and badge numbers and you can cross reference their information.
Sincerely,
[redacted]

Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611   Re:  [redacted] - [redacted] M...

[redacted]   Dear Ms. [redacted]:   We are currently working with Ms. [redacted] regarding her service experience and the information she received regarding the first 30 days coverage under the Sears Appliance Warranty.   We are waiting information from Ms. [redacted]. She has been provided with my directly contact information. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted.  If Ms. [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved.  We respectfully ask that this matter remain closed at this time.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.     Sincerely,   [redacted] L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted].L.[redacted]@searshc.com

August 2, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  Joan [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’ complaint regarding her disappointment that the glass in her range’s oven door shattered and her request to receive a free repair even though she is outside any warranty coverage.   We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get.   The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass.  At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail.   While all-over shattering happens infrequently, when it does it is dramatic enough that it can be disconcerting. This means that it is more apt to be talked about or even mentioned in online blogs and articles; we would note that besides the ones that mention Kenmore there are plenty more listed under other manufacturers. Consumers also feel that there must be a defect as it seems to happen so spontaneously. However, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter.   Our records indicate that Ms. [redacted] purchased her range on January 14, 2015. In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchase. So if Ms. [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered.  However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty period. In Ms. [redacted]’ case, the range in question is approximately a year and a half old; as such we feel it is very likely that any breakage would have to be attributable to usage rather than a defect.   With that said, as a one-time courtesy, we have processed a partial refund in the amount of $66.92, which is a 25% sales adjustment.  Ms. [redacted] should see a credit post to her MasterCard account ending in 4681 in the next week or so. In the interim, since we have explained that the glass breakage in her range is not a defect, but provided the aforementioned courtesy, we have closed our file.   We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   Melissa [redacted] Regulatory Complaints Specialist

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 appreciate the efforts by Sears to make this right. It would have been nice to be able to talk to someone with this kind of power to correct the situation to begin with instead of someone in India who I couldn't understand very well. It would have saved a lot of aggravation. 
 
Thank You
Sincerely,
[redacted]

September 12, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Alexis M. [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding her recent online order experience and request for a refund of the merchandise ordered.   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]’s case, the order was fulfilled by CompGeeks located at 172 Wes Ashley Drive, Meridianville AL 35759, Email: [email protected] and telephone number (256) 701-4935. 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.   After reviewing the notes in the order, we found that Sears Online reached out to the seller on Ms. [redacted]’s behalf and UPS conducted an investigation regarding the missing item. However, each time it was found that the order was delivered to Ms. [redacted]’s home according to UPS. At this time, we can only refer Ms. [redacted] to contact UPS directly regarding their decision. In closure, since Ms. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor her request. As this decision is in accordance to our posted terms and conditions, 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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 13, 2015/09/29) */
September 28, 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 recent transaction.
District Manager [redacted] has spoken with Ms. [redacted] in regard to this issue.[redacted] provided a resolution that Ms. [redacted] indicated she felt was satisfactory; therefore, we respectfully ask that this matter be considered 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 Complaint Specialist
Sears Holdings Corporation
(XXX) XXX-XXXX
[redacted]@searshc.com