Sears Holdings Corporation

We have always purchased our major appliances from Sears. After our most recent purchase, I don't plan on shopping at Sears for anything, including the tools, saws, etc. that we usually get for our small business, ever again.
11 months ago, we purchased a new washer and dryer. After 10 months, the dryer stopped working. Technicians have been out here 5 times now and it has been about 5 weeks since they started coming and it still does not work. At this point, I have requested a new dryer only to be told that there haven't been enough repairs made to deem that necessary. They have also spent about the same amount in repairs as I paid for the dryer, only to tell me that they are going to try to replace the computer for a second time (even though that didn't fix it the first time around) which will run another $560 according to the estimate I was given, as well as cost me another week and a half without a dryer for them to reschedule. I have been jerked around and lied to about them sending a technician back out the same day and then he never showed and I never received a phone call, meanwhile wasting my day sitting and waiting for a repair guy. I have been told different things by different people prompting me to call the corporate office after the 5th visit with no satisfaction. I was told that they would put in for a replacement and that I should hear back within 2 days. When I didn't hear back, I called only to be told that the first guy hadn't followed procedure and that they wouldn't be requesting a replacement. I requested that they, at the very least, overnight the part to expedite this only to be told that they will not do that. After being absolutely disgusted, I went off about being without a dryer for over 5 weeks and that it was ridiculous to make me wait another week and a half for them to return. I was told that if they squeezed me in, that wouldn't be fair to other customers. I asked how many had been dealing without their appliance for over a month and was actually told, "Probably a lot." Are you kidding me! Do yourself a favor, if you plan on purchasing any major appliances, don't go to Sears. Save yourself a lot of time and trouble.

Initial Business Response /* (1000, 6, 2015/09/25) */
September 25, 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 delay in receiving her purchased appliances.
We would first like to apologize that many factors resulted in Ms.[redacted] delay in completing her delivery within the provided time frame. We have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms.[redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come. After reviewing Ms.[redacted] complaint and our records, we were able to determine that her delivery was rescheduled and completed on September 12, 2015.For any inconvenience this may have cause, we issued Ms.[redacted] a $25.00 gc. We ask that she allow 7-14 business days to arrive via USPS. Since the delivery of Ms.[redacted] purchased appliances has been completed, 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 Claims Specialist
Sears Holdings Corporation
Direct [redacted]

March 17, 2016

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

Our File No: [redacted]
Revdex.com Case # [redacted]
Via: Revdex.com Website

Dear [redacted]

Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. This letter serves as a follow up to my conversation with [redacted] on 03/15/2016. On behalf of SHIP please know that we do value him as a customer and apologize for any frustrations or inconveniences he may have experienced.

SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Our Service technician has visited the customer and assessed the situation. We have ordered the part needed and we will complete the service when we have received the part. Once the part is in we will contact [redacted] to schedule the installation. SHIP will also take care of the issue with the screens on the day of the service.

We sympathize with any inconvenience and understand the customer’s frustrations. We will do all we can to ensure he is satisfied with the service. Thank you for your time, effort and patience during the investigation. If you have any questions or concerns, please contact me at [redacted]

Sincerely,



[redacted]
SHIP/HI Regulatory Complaint Specialist

cc: [redacted]

I've read so many reviews about this company and STILL decided to give them a chance and make a purchase. BIG MISTAKE. I cannot believe how they could care so little about their customers. Made a purchase on the 26th for a mattress. Today is January 7, 2015...STILL NOT HERE. After having delivery rescheduled once, I was super specific that no one will be home after a certain time today. Just yesterday (one day before delivery) they call to let me know that my delivery window is set for exactly the OPPOSITE of what I asked for. How in the world does that make sense. I didn't order [redacted] socks, it's a mattress!! Needs to be at my house! I took the whole day off work to be home when I said I'd be home. Finally leave for work, guess what...20 min later they are calling me asking me where I am because they are at my door. You have to be kidding. After telling the fourth person now I've talked to associated with Sears my story, STILL say they cannot bring it to my house anymore today because they have left. I wanted to pull out my hair. Why is it so freaking easy to pay for a product, but to actually get it to my house seems to be the hardest task in the world? Obviously this story doesn't end well, but most appaling to me of all, not one person EVER apologized. I must have talked to 5 really bad reps, that don't understand what customer service is. I want to write this review on every site I find. Literally will copy and paste because I am that [redacted] and can't believe that the company still survives as I see now that I'm with the majority here in terms of agreeing that they simply could care less about service.

January 4, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her...

dissatisfaction with the quality of the Craftsman fan and the problems she encountered when she attempted to return it for a refund within the 30 day period.
Upon receipt of Ms. [redacted] complaint we reached out to Chad [redacted], Store Manager for Store [redacted], to assist with Ms. [redacted] concern. He contacted Ms. [redacted] and apologized for any inconvenience this may have caused her. Mr. [redacted] offered to issue her Shop Your Way Reward points instead of the return, but she declined the offer since she was not a rewards member and did not want to sign up. For customer satisfaction, Mr. [redacted] issued Ms. [redacted] a credit of $63.59 via a bank check. She should receive the check within 10 – 14 business days. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

Revdex.com:
The mower was picked up Friday.
I have reviewed the response made by the business in reference to complaint ID [redacted]nd find that this resolution is satisfactory to me.
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 finally recieved the check $1205 Thursday, May 19. It would be nice to be compensated in some way with the inconvenience that Sears has put my husband and I through.
 
Sincerely,
[redacted]
After all we as devoted customers have been put through of this issue of our mattress. We would hope that Sears would be able to compensate us in some way toward the total cost of our purchase.
After all we as devoted customers have been put through of this issue of our mattress. We would hope that Sears would be able to compensate us in some way toward the total cost of our purchase.

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.  There's really nothing to be done at this point.
[redacted] the local store owner, did call me to apologize.  He stated in the conversation that he had received a call from his District Manager telling him to do so.  He indicated he hadn't even read my statement.  Since he had made no effort to contact me on his own after the incident occurred, I suppose the actual goal was for him to re-establish rapport with his supervisor.  
This situation involved FOUR appliances, not just a range. [redacted] is very fortunate to have a wonderful, courteous sales person named [redacted] who compensates in some degree for my unpleasant experience.
Sincerely
[redacted]
Sincerely,
[redacted]

September 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569237 - Jadd [redacted]
Dear Ms. [redacted]:
This letter will acknowledge receipt of the above referenced customer's...

complaint, which was referred to our office for response.
This matter has been forwarded to the appropriate Sears unit for investigation. Sears Auto Center and sears.com have spoken with Mr. [redacted] in reference to his concerns and Sears Auto Center offered to refund Mr. [redacted] tire purchase to another credit account or by check, but he informed our manager that he preferred to have the funds returned to his [redacted] account. Therefore, this issue is still under investigation while we work with [redacted] to complete his request. Upon completion of our investigation, your office will receive a response to confirm resolution of Mr. [redacted]'s complaint.
Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
800-762-3049 Ext. [redacted]

January 26, 2016
'serif'"> 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #11081949 – Catherine [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mrs. [redacted]’s complaint regarding her recent visit to one of our auto centers.
 
Upon receiving Mrs. [redacted]’s complaint, we escalated her concerns to Chris [redacted], Auto Center Manager of store# 6503 who states the following:
 
 I spoke with Mr. [redacted] on 12/28/15 over the phone about the price match policy. I said we can match the online sale but we could not also give him the in store buy 3 get 1 free.  The in store price of the tires with the promotion was $291, the online sale price of the tires would be $340. Mr. [redacted] seemed to understand and was fine with my response. He had two sensors that were in need of replacement, so we ordered them from NAP. Our technician was getting different readings on each wheel, 10 digit codes were coming up that did not match anything in his system. Our technician told the salesman that sensors were needed from the dealer, as the aftermarkets were not working. The new sensors were ordered on 12/30/15 from the dealer at $197.28. Mrs. [redacted] came in for the install and was told we were running about a four hour wait and she was fine with that. The new oe sensors were being replaced at no charge to the customer. The sensors were installed and the same thing happened when they went to program them. 10 digit codes were coming up that did not match anything in the techs tool, he tried several different ways to reset it and nothing worked. He then suggested the customer have the vehicle taken to the dealership. The next day the customer came in and was told by our technician to bring it to the dealer, if there is an issue from anything we did we will pay for it. He asked to speak to me, I was in my office. I got up front and Mr. [redacted] was outside in the lot between two cars talking to someone. I waited for a little bit then went back to my office. He never came back in nor did he call back. I called the dealership today to see if Mr. [redacted] went there with an issue with the tpms. the dealer said the car was in with an issue with the light being on, he went in on 12/31. They found one sensor had a faulty megahurtz reading and needed to be reprogrammed. That was all. There was no charge for what they did just the state inspection he had done.  That being said, because we have addressed Mrs. [redacted]’s complaint, we respectfully request this complaint be closed.
 
We apologize to Mrs. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the efficiency of this service that has been able to get someone from Sears to reply and acknowledge the poor service they have provided to me. The apology is well written but I do not see a clear indication...

that Sears is really taking actions to fix the communication channels with their Customers. I feel sorry for the future victims. Anyway, my problem is solved. Not by Sears of course. My insurance company waived the payment of the deductible that I had already paid to Sears and gave me the option to have the repair done by another company. In less than 24 hours my garage door was fixed.
thank you

May 6, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

  Re:  #[redacted] J. [redacted]         Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted] complaint regarding a recent order.     Unfortunately, the griddle and accessory offer was not meant to be listed with this item. We have spoken to the manufacturer, [redacted], and we will be taking steps to ensure this is corrected on our site. That said, [redacted] has agreed to send a gourmet kit to Ms. [redacted] residence with a griddle kit as well. These items should arrive within the next two to three weeks. We want to apologize to Ms. [redacted] and assure her that we do value her patronage. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com

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.
Your response is very nice and pleasantly customer focused. Thank you for responding in a professional manner.
Sincerely,
Alice [redacted]

July 13, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

  Re:  [redacted]       Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding a trimmer she purchased recently.   Ms. [redacted] has been contacted and we have agreed to provide her with an exchange for a brand new item even though the box clearly said “as is” and the price was drastically discounted. In 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 [redacted]

my mother was charged twice for her items at the kmart in toms river, nj and the store manager Greg refused to give her it, saying he couldn't. i've never seen someone so non-customer friendly in retail in my life. No wonder you're losing business....My family and friends will never shop through any of your stores.

December 21, 2016   [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 toolbox.     We would like to sincerely apologize to Mr. [redacted] for this issue. There is a process in place to handle such instances expediently and with little inconvenience to the consumer. Sadly, it seems that process was not followed in this case we want to assure him that we will look into the matter further. That said, we have spoken with the manufacturer and a key has been sent to Mr. [redacted] home address. As a conciliatory gesture, we have also added $20.00 worth of Shop Your Way Rewards (SYWR) points to his account. These points are valid for one year from today’s date. In 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 [redacted]

Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
September 4, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94[redacted] - Bo **
Dear Ms. [redacted],
We have Mr. **'s rebuttal complaint regarding his non-receipt of a refund gift card for an online order.
Since Mr. ** indicated that he had not received the two separate gift cards that were mailed on July 13, 2015, we contacted Sears Online Solutions. Support Specialist Jeremy [redacted] indicated that an online agent devalued the two gift cards that were previously sent and re-issued a new gift card for the full amount of $135.42. This refund was processed on August 31, 2015, and shipped out via UPS. Mr. ** should receive the gift card within 5 to 7 business days from that date. If Mr. ** has not received the gift card by September 9, 2015, then we ask that he contact us directly at 512-[redacted] or via email at Eligia.[redacted]@searshc.com. In the interim, we have noted Mr. **'s concerns and 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

November 23, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Gary A. [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled Sears layaway.   It is unfortunate that we failed Mr. [redacted]’s expectations when he used Sears layaway. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review.  As a result of this action, we revealed that Mr. [redacted] opened his layaway on January 27, 2016, with a payment of $37.48.  A second payment of $75.00 was made on February 11, 2016.  Our records show that the layaway was cancelled approximately one month later, on March 11, 2016, and our system refunded $107.48 to Mr. or Mrs. [redacted]’s Visa card with a last digit of 8.  The total of the refund differs from the total of Mr. [redacted]’s payments because a $5.00 layaway fee was assessed, as agreed to at the time the layaway was opened.  If Mr. [redacted] is unable to confirm the refund with his credit card provider, he may contact Regulatory Complaint Specialist Nicki Goldberg at 512-248-7741 for assistance.  He must provide his full credit card number in order for us to fully investigate the refund.  At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced.  Since we have noted Mr. [redacted]’s comments and our system shows that a refund has been issued, we respectfully ask to have this matter closed pending Mr. [redacted]’s response,   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]

Initial Business Response /* (1000, 6, 2015/09/24) */
Contact Name and Title:[redacted]
September 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear Ms....

[redacted]

We have completed the investigation of Mr. [redacted]'s complaint regarding his recent online order.
[redacted], [redacted] Assistant Store Manager for Unit [redacted] provided the following response:
We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After receiving the complaint filed and speaking with Mr. [redacted], he explained that he simply wanted a credit back to his account for the item he did not receive which we honored. Accordingly a refund of $252.19 was issued back to his[redacted] card on September 17, 2015. For Mr. [redacted]'s records the return receipt number for this transaction is: XXXXXXXXXXXX. Should Mr. [redacted] have any questions, he may contact our store directly at (XXX) XXX-XXXX. Additionally, we hope that in the future he will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted]'s concerns and respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation

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

60611   Re:  #[redacted]- Shawn [redacted]   Dear Mrs. [redacted]:   We have completed our investigation of Mr. [redacted] complaint regarding his dishwasher.   We apologize that Mr. [redacted] dishwasher failed to meet his expectations.  The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail.  We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option.  It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers.  Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions.  It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. Mr. [redacted] purchased his dishwasher on July 09, 2015, carrying a one year manufacturer’s warranty. In Mr. [redacted] case, he declined to purchase an extended warranty, so any necessary repair costs would be his responsibility since his manufacturer’s warranty has expired.    Mr. [redacted] indicated that he had no faith in his dishwasher due to material that he had been reading online from other consumers that were dissatisfied with their dishwasher. We would ask him to bear in mind that out of thousands of a product sold, it is normal that there should be a small percentage of problems. The internet enables a consumer to voice their opinion, but it can sometimes give them a skewed perspective as to the percentage of the general population that is experiencing the same problem. Furthermore, there are no recalls or defects related to the issue Mr. [redacted] mentions on file with the manufacturer for his model.   Despite the fact that Mr. [redacted] dishwasher has no current coverage, we are willing to waive any labor costs if a Sears technician performs the repair as a consumer courtesy. We feel this is in all probability much more than any of our competitors would offer in this situation given fact that the warranty has expired and the decision was made not to continue coverage under an extended service contract. Should Mr. [redacted] decide to accept our offer, I can be reached via email during normal business hours at Tammie[redacted]@searshc.com. However, we would ask that Mr. [redacted] bear in mind that no further recompense will be offered as this is our final decision. Since we are unable to grant additional compensation or remuneration of any kind due to the aforementioned reasons, but we have proposed an alternate resolution that we feel is commensurate to the circumstance, we ask that this matter be closed   We apologize to Mr. [redacted] and 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 Sears Holdings Corporation Tammie.[redacted]@searshc.com ([redacted]