Sears Holdings Corporation

they deliver department and their installer are so irresponsible, their website says they will contact you for delivery within 24 hours, and they never did, called them and try to get it schedule after 3 days, comes on the day of delivery, no one showed up, called the delivery department and their contractor(Go configure)3 times, each times they give me different story, finally after sitting at home for 4 hours they never showed up, and all they said was we are sorry, let us see when we can reschedule you!!!!!
OMG! are you kidding me?
I lost 4 hours waiting for them and they did not even bother to refund a damn delivery fee, it was my first and in definite my last time shopping at sears.

POOR customer service

July 12, 2016   [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 washer and dryer.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer and dryer.  Upon reviewing Ms. [redacted] service history prior to May 16, 2016; the renewal date of her extended coverage, Ms. [redacted] washer and dryer each had 3 qualifying repairs completed under her Master Protection Agreement (MPA).  The washer and dryer had qualifying repairs completed  on March 4, 2016, April 1, 2016, and May 16, 2016; there was another service call for the washer on January 28, 2016, but no repair was completed.   According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Ms. [redacted] washer and dryer have had three qualifying repairs to date.   Additionally, we would like to point out that Ms. [redacted] washer and dryer are currently covered by a Repair Protection Agreement (RPA) not a Master Protection Agreement (MPA).  When the coverage was renewed on May 16, 2016, it was renewed as a RPA, not a MPA.  This means that there is no limitation as to the number of repairs that can be completed on the appliances.  The RPA only provides for a replacement when the covered product is deemed un-repairable or parts and technical information are no longer available.  If Ms. [redacted] is still having issues with her washer, she will need to schedule another service call; however, a replacement is currently not an option.   With that said, we found notes in our customer service system from a Protection Agreement agent advising Ms. [redacted] that she did not qualify for a replacement; however, the agent misinformed Ms. [redacted] that she still carried a MPA.  The agent’s manager has been notified, so the appropriate coaching can be provided. We apologize for misinforming Ms. [redacted] about her current coverage and setting unrealistic expectations.  If Ms. [redacted] has any further questions regarding her RPA coverage, she is welcome to call ([redacted]   In summary, since we have explained why we are unable to honor Ms. [redacted] request for a new washer and dryer, we ask that this matter be closed.   We appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist

December 14, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  #10887280 – Anthony
[redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s
complaint regarding his inability to...

receive a quote for a price over the phone
for a repair on his tractor. We apologize if Mr. [redacted] found it frustrating, but we
do not provide estimates over-the-phone. This is because until we can have a
trained technician assess the item, we really cannot make a diagnosis and without
a diagnosis we cannot quote an approximate repair sum. It looks like Mr. [redacted]
scheduled a repair with us anyway, and ironically enough it appears that a new
engine was not diagnosed as the problem and instead some exhaust valve/gaskets
were loose and after these were replaced and/or tightened, the issue was
resolved. So if we had given Mr. [redacted] an estimate over the phone it would have
been incorrect, which is why we do not provide this service. 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com

October 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted] L [redacted]
Dear Ms. [redacted]:
We have completed investigation of Mr. [redacted]'s complaint regarding the mattress set that...

he purchased on January 07, 2014.
As clarification, Sears' return policy for mattresses when this purchase was made was 30-days and within that time a consumer would have had the option to request a one-time comfort exchange or a refund. Once that time frame has passed a refund is no longer an option and in order to receive an exchange a mattress must qualify under the terms of the manufacturer's warranty for a replacement. There is a specific method in making a determination of warranty coverage and the consumer is responsible for presenting documentation (photographs and measuring methods) that supports any claim. When our customers contact us for a warranty exchange, we present instructions regarding photographing the mattress and bedframe, in writing, via email or regular mail.
Based off the pictures provided by Mr. [redacted], he qualifies for a warranty exchange on his mattress. At this time, Mr. [redacted] has the option of having an exchange done for the same mattress or can reselect a new model number. A credit of $1142.99 will be applied to the exchange. If he selects a mattress that his greater in price; he is liable for any additional charges. If the mattress is less that the credit applied, there will be no refund issued as this is a warranty exchange and is no longer within the return window. We ask Mr. [redacted] to contact our warranty department at 1-[redacted] and we would gladly assist him with his warranty exchange. Since we were able to provide Mr. [redacted] with a direct phone number to assist him with his qualified warranty exchange, we have closed our files.
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
Direct Line [redacted][email protected]

October 8, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: 7579348
Revdex.com File No: 94570657/Carlos [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]. It has been confirmed that repairs are needed to Mr. [redacted]'s siding. Mr. [redacted]'s labor warranty on the siding expired in 2008. He has provided one estimate for the repairs needed. The estimate Mr. [redacted] provided also offers to replace the roof and add an additional drip edge. That is indicative of issues that could very well cause water damage to the home.
SHIP has provided an offer to Mr. [redacted] for the repairs needed and are waiting for his reply. The repairs are being offered as a gesture of customer service. We are not required to repair the siding as any workmanship warranty expired long ago. Mr. [redacted] has advised us that he has previously made repairs to the home himself because he did not want to pay the service fee that he was quoted.
At this time I request that you close your file as this is not a warranty issue. We will also be closing our file. If Mr. [redacted] wants to accept our offer he can call back and I will reopen the file. The offer expires 5 days from the date of this letter. Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at 800-222-5030 extension 5591, or via email at Kimberly.[redacted]@searshomepro.com.
Sincerely,
Kimberly [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Carlos [redacted] via 1st Class Postage

October 27, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94563238 - Kathy [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal.
We have reviewed both our response and Ms. [redacted]'s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we repeat that our service technician found no issues with her mower at the time of service. If Ms. [redacted] has evidence from a licensed service provider in writing to the contrary we will be happy to review. At this time the case remains closed.
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

February 12, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mrs. [redacted] rebuttal regarding a comforter set she purchased from a Marketplace vendor hosted by the sears.com website.   As clarification, some time ago our online website began hosting 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 we become a "one-stop" online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have 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. 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.   For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller if there is a problem with their order.  However, when Mrs. [redacted] informed us that she did not receive the correct item, we attempted to contact the seller on her behalf.  The seller replied but asked that Mrs. [redacted] supply a picture of the comforter she received.  It does not appear that Mrs. [redacted] provided a picture of the item sent to her and/or the seller did not reply or their response was slow after receiving it.  As an apology for the seller’s error and lack of communication, we have processed refund amounts of $90.10 and $24.99, to reimburse Mrs. [redacted] for her purchase price of $115.09.  The refund is expected to be applied to her account within 14 business days.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed since we have noted Mrs. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted]

I purchased $7,000 worth of appliances and had it scheduled for 10/8. Timing was set for 11:30 to 1:30. Received a call at 11:15 that the truck broke down, but was PROMISED the truck was still coming (likely around 2) and that it would be delivered today. I refreshed status site, time kept going up, so called. Customer service told me the truck broke down and would not be coming and I'd need to reschedule. I told rep that I was promised delivery would still happen, but they refused to hear me and forced me to reschedule. There never was going to be a delivery today and the person at 11:15 lied to me. No other truck was coming. I wasted 3.5 hours waiting with no apology, nothing for my wait.

February 5, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that her new oven did not exactly match the same cut-out that was needed for the oven she was replacing.
 
As clarification, the installation order that Ms. [redacted] signed indicated that we are not responsible for any modifications that might be needed. There is no “standard” cut-out when it comes to built-in ovens and the cut-out needed can change depending upon the size of the oven, and whether the newer version has more or less of a the area around the controls along with any trim around the edges. If Ms. [redacted] was not happy that the new oven was going to require modifications to her cabinetry, she could have refused the installation and returned the oven. Instead she had the oven installed and agreed to the charges they assessed to minimize the gap as much as they were able with a trim kit. However, our installers are not carpenters and if further modification was needed in excess of what a trim kit could cover, then this would be something they would financially be responsible for providing on their own. Since Sears would not be responsible for the existing cabinetry or prior cut-out, we have closed our file.
 
We apologize to Ms. Senechal for the delay in answering her concerns. We have been using a new system with the Revdex.com and have had several issues that have caused us delay, but we believe these are all corrected now. We appreciate the opportunity to address this matter and please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
[redacted]
Email: [redacted]

August 12, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #11596495 – Glenn [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our customer service and partial refund of his kmart.com layaway order.   It is unfortunate that we failed Mr. [redacted]’s expectations when he recently used Kmart online layaway. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, our records show that refunds of $24.69, $19.69 and $5.00 were issued to Mr. [redacted]’s PayPal account on July 26, 2016.  These refunds represent the total amount Mr. [redacted] paid, less a $10.00 cancellation fee.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We respectfully ask to have this matter closed since we have noted Mr. [redacted]’s comments and the requested resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]

My daughter and I went to Sears today, Strongsville, Ohio, to return a bike rack I recently purchased at Sears. First of all Sears hardly has cashiers available. When a cashier appeared it took forever. When it's finally our turn to get help, the cashier told me that Sears does not accept returns without a receipt. I told him I would be fine with in-store credit. He said no we do not do that here store police. I cannot believe this! Here I am stuck with a bike rack that does not fit my car. I had to wait until my husband could try it out on my vehicle due to he is working 6 days a week 10 hours a day and I lost the receipt. The item is in the box just as I bought with Sears name outside the box. Why won't Sears accept it back and they could sell to someone whom can use it? Every other store I have purchased things from will give customers in-store credit without receipt. Sears is a total rip off. I read many of the reviews and it is clear that Sears does not care about the customer only themselves and greed. I will never purchase anything from Sears again! I will spread the word on this event and will tell my many friends to boycott the store.

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

align="left">  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his refrigerator. Per the terms and conditions of the Master Protection Agreement covering Mr. [redacted] refrigerator, it was approved for replacement. Ms. [redacted] has been informed of the authorization to replace and I have also emailed Mr. [redacted] to inform him as well. At this time, since we have noted the authorization to replace the [redacted] refrigerator, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

January 11, 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 bill she received for services that she had already paid for.
 
We would first like to reassure [redacted] that our billing department does not report to any of the three major credit reporting agencies, so any bill sent to her, whether paid or unpaid, would have no effect on her credit history. With that said, we did confirm that she was billed in error and our billing department has updated her file to reflect that she does not owe Sears any monies.  If [redacted] receives any correspondence related to this debt dated after today, then she should definitely contact me directly so that I can assist further.
 
We also wanted to note that the original charge should only have been $75.00 since that is the fee for a “declined estimate”, which is the service that [redacted] received. Instead of just sending [redacted] a check for $10.00 we have instead issued her a refund for half of her charges as an expression of our apologies for our errors. Accordingly a mailed bank check for $42.50 has been issued to the same address noted on this complaint. She should receive this within 2-3 weeks and if she does not, she is welcome to contact me via email or phone. In the interim, since we have not only stopped the billing but sent back some of our previously collected funds, 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]
Team Manager, Regulatory Complaints
[redacted]
Email: [redacted]

Contact Name and Title: [redacted]
October 20, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
We have completed our investigation [redacted]...

[redacted] complaint regarding his dissatisfaction with Sears Dental.
First, we would like to apologize to [redacted] for failing her expectations when she recently tried to schedule a follow-up orthodontia appointment for her son, [redacted] Orthodontics Manager, spoke with [redacted] today, October 20, 2015, in regard to her concerns. Additionally, [redacted] confirmed that [redacted]' son is currently scheduled for an appointment at Oak Brook on October 28, 2015. Lastly, [redacted] provided [redacted] with her cell number in the event she has any further questions. Since it is our understanding that [redacted] is satisfied with the outcome of her complaint, we ask that this matter be closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

I purchased pressure washer from the Vineland NJ store after reading their display advertising idle down quiet technology. After getting machine home and putting it together and buying gas for it I fired it up. Big problem , machine doesn't idle down . So I head to Internet and after researching this model I find out it doesn't have capability of idling down!!! I go back to store thinking I misread the sign and there it is right in front of me advertising it does. I asked to speak with manager who never came out , the associate came back and said the best they could do was sell me the machine that was over 150 dollars more for 5% off or return my machine. Who is going to compensate me for my time ? Gas money ? The biggest kicker of the whole ordeal was she didn't even take the sign down!!! I took pictures of signage for anyone that wants to see them.

December 20, 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 non-receipt of a refund for a returned part.   It is unfortunate that we failed Mr. [redacted] expectations when he purchased a part from Parts Direct that he subsequently returned.  We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]   Upon receiving Mr. [redacted] complaint, we contacted [redacted] with Parts Direct for assistance.  Ms. [redacted] responded that their system showed that the refund had been processed on November 21, 2016.  With that said, as a one-time customer courtesy, Ms. [redacted] reprocessed the refund to Mr. [redacted] account on December 19, 2016.  Mr. [redacted] should see a credit for $34.16 post to his account in the next five to seven business days.  If Mr. [redacted] has any further questions regarding his refund, he may reach Ms. [redacted] at [redacted]  In the interim, we ask that this matter be closed.   We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

August 25, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Edward C. [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding the non-receipt of a refund for a returned part.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to a recent range repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted].   Upon receiving Mr. [redacted]’s complaint, we contacted the local service unit to research his concerns.   Technical Manager Kathy Lewis confirmed that the technician submitted a refund request, but the refund was not processed.  Accordingly, we have processed a credit request to Mr. [redacted]’s Visa account ending in [redacted] in the amount of $275.43; he should see the credit post in the next five to seven business days.  With that said, since we have documented Mr. [redacted]’s concerns and issued his requested refund, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   Melissa [redacted] Regulatory Complaints Specialist

November 29, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Mr. Jie **   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and request for his order to be cancelled.   After researching this matter, we found that Mr. ** had previously been in contact with Executive Member Services, Sears escalated complaint department. EMS was able to have the order in question cancelled and ensured that a full refund of $528.90 was credited back to his American Express card that he used at the time of purchase. This refund was processed on November 11, 2016, and for Mr. [redacted] records the return receipt number is 093004414005. We apologize again for any inconvenience Mr. ** experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Since we have confirmed that the 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

August 31, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted]- Alexis W. [redacted]
Dear Ms. [redacted]:
 
We have completed our investigation of Ms. [redacted]’s complaint regarding the charges related to her recent service appointment.   
 
As clarification, when a customer calls Sears for service, the customer service representatives advise the caller, in advance, as to what the minimum charge would be if there is no warranty coverage, for the technician to come to their home. Additionally, the customer is advised that once a diagnosis is complete, the technician will estimate the total cost of repair, which incorporates the minimum charge, and additional parts and labor.  If the customer decides not to have the repair completed, they will have to pay the only the minimum charge. We would like to point out that we do not charge by an hourly rate.  The charges for our services are based on job codes and not hourly rates, which is common in the repair industry.  These job codes incorporate many factors, including the time spent to do the job, the training and tools for the technician to be able to perform the repair, the gas and labor to get to a customer’s home, and other incidentals.  For consistency sake, all of our consumers are charged the same rate for comparable jobs.  If we were to make an exception to this policy every time a consumer does not agree with our pricing, it would have far-reaching legal ramifications.  We would have customers dictating to us what they felt were acceptable charges after we had already completed their repair. Our technician did point out what was wrong with the unit, made and adjustment and provided them with the cleaner to use on the unit. The at hand also seems to be that our technician should have given Ms. [redacted] an estimate before anything was done, giving her the change to decline or accept the additional charge beyond the diagnosis fee. We apologize and want Ms. [redacted] to know that we are addressing that locally. In this case, in the interest of consumer satisfaction, we have issued refunds for all but the $95.00 diagnosis fee, which is non-refundable. As such, we find that Ms. [redacted] is responsible for the charges that she agreed to pay and we are unable to honor her request to receive a full refund.  
 
We 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
([redacted]) [redacted]-7993
Tammie.[redacted]@searshc.com
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I unsubscribed from all emails from Sears 4 weeks ago, but they continue to send me emails.