Sears Holdings Corporation

[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 Ms. [redacted] complaint regarding repairs to her refrigerator. [redacted] Sears Home Services Support Specialist provided the following response: Sears Home Services records indicate that a new ice maker and blower assembly was installed into Ms. [redacted] refrigerator on December 21, 2016. Prior to leaving the home the technician indicated that the unit was operating as designed. If Ms. [redacted] has any additional concerns, I invite her to contact me at [redacted]. That said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Initial Business Response /* (1000, 7, 2015/07/10) */
Contact Name and Title: Eligia [redacted]
Contact Phone: [redacted]
July 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94557334 - Vera [redacted]
Dear Ms....

[redacted],

We have completed the investigation of Ms. [redacted]'s complaint regarding her online order.
As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also sets up as a choice to narrow the selections that initially pop up. Additionally, these types of purchases cannot be returned or exchanged at your local Sears or Kmart store. Rather, the vendors hold all responsibilities with returns, shipping, and all other customer service responsibilities. The merchant's profile, which contains their specific return policy, is available via the product page. Return policies may vary for products sold and fulfilled by third-party merchants. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to the third-party merchant.
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 vendor is Shop Tronics located at 840 Aero Drive, Cheektowaga, NY 14225, phone (888) 321-1110 and email [email protected]. Additionally, Sears Online Solutions attempted to resolve this matter by canceling however the product had already processed in the system. Ms. [redacted] was referred to the vendor per the vendor's return policy. On June 23, 2015, the vendor created a return authorization and sent it to Ms. [redacted]. On June 25, 2015, Online Solutions left a message for Ms. [redacted] and re-sent the Return Authorization instructions. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. In case Ms. [redacted] may not have been familiar with our disclaimer, we have included below the portion that was pertinent to this situation:
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.
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 Consumer Rebuttal /* (3000, 9, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Sears response because the letter only explained their website and ordering process, not the specifics of the situation that happened to me by Sears staff. Ms. [redacted] did not even mention that I cancelled my order the very next morning BEFORE it shipped nor did she take responsibility for Sears promising me that my order would be cancelled. This is very poor customer service on their part, don't you think? My problem is with how I was treated, not with their nuances of how their system works. Ms. [redacted] completely skirted around my concerns and the facts of the case that happened to me as a result which I clearly outlined in my email to you. There was no apology, just business as usual for a customer that was wrongfully treated regardless as to how their system works. Ms. [redacted]'s response is identical to the other Sears workers after they did not honor their words to me. Ms. [redacted] did not even so much as touch on that issue either. What gives? I am completely dissatisfied with being told the legalities of how Sears Marketplace works without taking any regard for my complaints. Please post my emails on your website so that other consumers will know that Sears does not care as they state they do and that Sears handles a customer concerns like they are working with an object and not a person. How can I hold Sears accountable for the facts that I stated in my email which were not addressed at all. Sincerely, Vera L. [redacted]

December 14, 2015Nita V[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  #10973189 – Ravi [redacted]Dear Ms. V[redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding the replacement of his...

battery.Upon receiving Mr. [redacted]’s complaint, we have escalated his concerns to David [redacted]n, District Service Manager.  Mr. [redacted]n contacted Mr. [redacted] and discussed his complaint in detail.  Mr. [redacted]n has agreed to look further into the situation with the Assistant Manager, Anthony.  In the meantime, it was agreed that Mr. [redacted] will bring his battery in for replacement today, December 14, 2015.  That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com

July 20, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Debra Ann [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order and non-receipt of a refund.   It is unfortunate that we failed Ms. [redacted]’s expectations when she recently attempted to cancel her order. We value Ms. [redacted]’s patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. 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. After reviewing the notes in her order we found that a full refund has been processed on July 18, 2016, back to her MasterCard account ending in 1519. Ms. [redacted] can expect to show this credit post to her account within 3 to 5 business days. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

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

align="left">  Re: Christopher [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a washer purchased from Sears. Kelly [redacted], Sears Hometown Stores, Senior District Sales Manager provided the following response: The washer noted in Mr. [redacted]’s complaint was purchased from Sears on April 4, 2015 and was covered by the manufacturers one year parts and labor warranty.  That said, due to the concerns with the washer, I offered Mr. [redacted] a $200.00 Sears gift card. Typically a consumer can expect to receive a gift card within 10-14 days from processing. At this time, since we have noted the acceptance of the aforementioned gift card, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

Complaint: [redacted]
I am rejecting this response because the facts stated by the manager are incorrect. First of all I am not a "she", I am a "he". This goes on to prove what kind of communication the investigator might have had with the associate and the store when they can't even remember the gender of the customer in concern. Secondly the facts mentioned are grossly inaccurate. The delivery guy who said that he couldn't assemble the furniture asked me in person to talk to the customer care associate. After speaking with the associate he promptly decided to leave without explaining anything to me. I did not refuse the delivery as has been stated in the note. I was under the impression that the associate had sorted out the issue with the delivery guy and they were going to send in someone else who knew how to assemble the product.As stated before, the delivery guy left without offering any comprehensive explanation or even bothering to update me about the future course of action. He was on the call with the customer care associate in his truck and I am sure he acted based on the instructions provided by the associate. It's unfortunate that Sears has nothing better to offer than an apology and this goes on to prove that they have utter disregard for their customer's time and money. We spent the entire day due to this mess caused by them( with no fault of our's) and all they can offer is an apology. 
Sincerely,
[redacted]

September 7, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash...

Ave., Ste. #2006Chicago, IL  60611
 
Re:  #[redacted] – [redacted]    
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’s complaint regarding her disappointment that the glass in her range’s oven door shattered and her request to receive $1000.00 towards a new range even though she acknowledges that the range is not covered under any warranty coverage.
  We would first like to note that the glass used in oven doors and cooktops 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 door, 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. If it is the cook-top itself that Ms. [redacted] is referring to, then dropping items on it is the most common way for it to break, again, even if it does not do so immediately.
 
Ms. [redacted] notes that the range was present when they moved in and the only range purchase we found out that address dates from approximately 2000, or over 16 years ago. 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]’s case, the range in question is clearly outside that timeframe and as such we feel it is apparent that any breakage would have to be attributable to usage rather than a defect.
 
Due to the age of the appliance it is not uncommon for parts to no longer be available; particularly ones that are very model specific. When that happens, then a consumer’s only choice is to purchase a new item if they are so inclined. This is not something though that the retailer or manufacturer would be responsible for covering. With that said, as a courtesy we would be willing to provide a 10% discount off of any range purchased from Sears and would just need Ms. [redacted] to send us a copy of her receipt, or let us know her sales check number so that a sales adjustment could be provided on her purchase. In the interim, since we have explained that a failure of this nature is not covered if there is no warranty or service contract to provide this benefit, 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 Phone: [redacted]-[redacted]-[redacted]
Email: Dana.[redacted]@searshc.com

February 23, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his online order and request for a refund.   We would first like to apologize for any inconvenience and miscommunication Mr. [redacted] experienced with his order. We reached out to the local Sears store and confirmed with Store General Manager [redacted] that a refund was never issued by their store. Additionally, all refunds are returned in the same form of payment. As such, a refund of $139.96 was credited back Mr. [redacted] Shop Your Way Reward account on February 15, 2016. We hope that in the future Mr. [redacted] 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, since a full refund has been provided and we have noted Mr. [redacted] concerns, we respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 6, 2015/09/12) */
September 12, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]

Dear Ms.[redacted]
We have been unable to complete the investigation of Ms.[redacted]...

complaint regarding her dissatisfaction with the quality of the glass table and the problems she encountered when she contacted customer service for assistance with a replacement.
Upon receipt of Ms.[redacted] complaint we made attempts to contact Ms.[redacted] via email and voicemail. Since she has not responded, we are unable to resolve Ms.[redacted] issue until we have the opportunity to discuss the matter with her. She may contact her case manager [redacted] at (XXX) XXX-XXXX or at [redacted]@searshc.com. In the interim, we will consider this matter closed, pending her response.
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
XXX-XXX-XXXX direct
[redacted]@searshc.com

SENT FIVE EMAILS ONE PER WEEK with no response at all.
Between the original repair and the recall, Sears has had my mower for 7 weeks.
That's disgraceful!

The disrespect Sears as an organization demonstrates is unacceptable.
I struggle to find a reason to remain a Sears customer.

Looks like they bought the Revdex.com and paid for an A rating

30 June 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: 94555576 - Vernon [redacted]
Dear Ms. [redacted]:
We have completed investigation of Mr. [redacted]'s rebuttal to the response we previously sent.
After reviewing Mr. [redacted]'s response, our decision remains the same. Per the manufacture, any stains automatically void the warranty on the mattress. The fact remains that we are not able to honor Mr. [redacted]'s request for a warranty exchange. As our decision remains the same, we respectfully request this case remain closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Direct Line [redacted]
i[redacted]@searshc.com

March 3, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear [redacted]
 
We have completed the investigation of Mr. [redacted]’s rebuttal to the response we provided.
 
I would first like to apologize that I did not return Mr. [redacted]’s call yesterday but I was out of the office all day and have been catching up all day today. Since he also filed this rebuttal, I have responded here. To that end, I have reviewed Mr. [redacted]’s rebuttal and did not find that he brought forth any new information. The fact is that the price of the part is the price that we charge every person that has that repair where we supply the part. There was no inflation of charges just to somehow make Mr. [redacted] pay something out-of-pocket and there is no benefit to the service unit to even do this. They get paid through the contract and it is all the same to them.; Furthermore, the technicians do not work on any commission so they have no incentive to increase the cost of a repair; they receive the same paycheck either way.
 
With that said, in the process of reviewing the service provided along with the subsequently scheduled call where our technician could not find anything wrong with the prior repair, I noticed that Mr. [redacted] encountered several issues with having service calls rescheduled and even once when the service was scheduled on the wrong dryer that did not have coverage. So while we do not find Mr. [redacted] is entitled to a refund for the charges paid due to any over charge on our part, we do feel from a customer service standpoint that he did have a less than desirable service experience and as such, as a customer courtesy we are willing to refund him the $100.55 to his [redacted] card ending in [redacted] To accomplish this, we will need Mr. [redacted] to call or email me the first 12 digits of his 16 digit card number so that I can process the refund; due to the length of time that has elapsed the card information is no longer viewable in our system. I can be reached via email at [redacted] or via phone at [redacted] On the latter I am usually accessible Monday through Thursday from 7:00-4:00 and for email, I am available those times and additionally on Fridays for that same time. At this time, since we are willing to refund Mr. [redacted] the disputed charge albeit for a different reason than for what he requested and are only pending his response with the necessary information, we have closed our file.
 
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,
[redacted]
Team Manager, Regulatory Complaints
[redacted]

September 26, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Alec [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his online order experience and request to receive the price difference.   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 Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted]’s case, the order was fulfilled by FastMedia located at [redacted] Dr. [redacted], Email: [email protected] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [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 show that Sears Online made an attempt to reach the seller regarding this matter back in July with no response. Therefore, we have submitted a request to have the price difference of $41.50 refunded. Mr. [redacted] can expect to see the credit post to his account within 3 to 5 business days. In closure, since a refund will be processed, 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, 7, 2015/07/18) */
July 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms.[redacted]
We have completed our investigation of Ms. [redacted]'s complaint...

regarding the service on her refrigerator.
Our service technician was able to confirm that Ms. [redacted]' refrigerator has a small leak in the sealed system and we have moved forward with replacement under her Sealed System Warranty. An authorization has been set up and Mr. [redacted] was informed of the process. The [redacted]'s have been provided with my direct contact number if they should need further assistance or have additional questions. At this time since we have authorized a replacement and this resolution met with The [redacted]'s approval we have closed our case.
We apologize to The [redacted]'s 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]@searshc.com

January 9, 2017   [redacted]
12pt;">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 dishwasher and her request for a replacement.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her dishwasher.  After reviewing the notes in Ms. [redacted] service orders, District Service Manager [redacted] authorized a replacement under Ms. [redacted] Master Protection Agreement (MPA).  Based upon the features of Ms. [redacted] current dishwasher, it was determined that $299.99 would provide her with a comparable replacement under her MPA.  Mr. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her.   Ms. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization.  The new dishwasher will be delivered at no charge and the old unit removed.  The remaining MPA coverage will transfer to the new dishwasher and run concurrently with the manufacturer’s warranty until its expiration on June 19, 2017.  With that said, since we are providing Ms. [redacted] with an equitable resolution, we ask that this matter be closed.   Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

October 22, 2015
[redacted]
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]'s complaint regarding her dissatisfaction with the problems she encountered with the delivery of her washer and dryer.
It is unfortunate that we failed Ms. [redacted]'s expectations when she recently scheduled the delivery of her washer and dryer order. We value Ms. [redacted]'s patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We apologize for the delivery delays due to damage product and also manufacturer delays for the re-ordered units. As clarification, we receive our availability and delivery information direct from the manufacturer. Because of the large selection of the merchandise we sell, we don't stock appliances in our warehouses. The product is shipped from the manufacturer to our warehouse on or the day before the promised delivery date and then we transport it to our customer. Unfortunately, sometimes we may not be notified of a delay until the day of the delivery. Also, according to the notes on the order, delivery is available in Ms. [redacted]'s area only on Wednesdays which created some of the rescheduling issues since Ms. [redacted] was requesting delivery on non-scheduled dates.
Our records indicate that the Dryer was delivered on October 7, 2015; however, the washer delivery was still delayed by the manufacturer until October 14, 2015. Due to multiple delays, Ms. [redacted] was offered a $430 gift card, which she accepted. The gift card was issued on October 7, 2015 and sent via email to the email address listed on Ms. [redacted]'s complaint. On October 11, 2015 the order for the washer was cancelled and Ms. [redacted] was issued a credit of $1309.66 on October 14, 2015 to her credit card ending in 4565. With that being said, since we have addressed the issues brought forth in Ms. [redacted]'s complaint, we have closed our file.
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] direct
[redacted]@searshc.com

January 21, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]  [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding the ** Washer.   To clarify, like many retail stores Sears sells many different Brands, but unlike other retailers Sears is contracted by some of these manufactures to provide service for their warrantied items. Although at one time Sears was contracted with ** for any manufacture warranty service we no longer hold a contact with ** for their warranty service coverage.   It is unfortunate that [redacted] washer did not live up to their expectations but since [redacted] is outside the 30 day return period we are unable to refund the purchase or exchange the ** washer. [redacted] will need to follow the manufactures warranty regarding service with ** at this time as Sears is not the manufacture of ** products. Since we have explained why we are not able to refund or exchange [redacted] washer as request we have closed our case.   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]

February 16, 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 a recent order.       As clarification, the picture of the dryer Mr. [redacted] ordered on our site depicts the lid opening from the top.  However, we have processed an exchange for the dryer Mr. [redacted] wanted at no additional cost to him as a courtesy. The delivery is scheduled for February 22, 2016. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed.     Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

face="Times New Roman"> 
July 14, 2016
 
 
 
 
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
 
Our File No: [redacted]
Revdex.com File No: [redacted]
Via:  Revdex.com Website
Via: 1st class US Postage
 
Dear Ms. [redacted]
 
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Ms. [redacted]  I have confirmed that the HVAC project has since been cancelled and the financing has been voided as well.
 
At this time, we respectfully request that you close your file.  On behalf of SHIP, please know that we value Ms. [redacted] as a customer and appreciate her patronage.  If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]
 
Sincerely,
 
 
 
[redacted]
SHIP/HI Regulatory Complaint Specialist
 
cc: [redacted]

Sears stores used to be a great place to buy an appliance but now they suck, pardon my language it could have been worse. Second time in the last 3 years I've bought an appliance from them and had a problem with delivery. I should have learned from the first time. Mark my word, if you buy an appliance from them you will have a delivery problem. Never again.