Sears Holdings Corporation

June 28, 2016
 
[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] complaint regarding her initial acceptance of a repair on her dryer until the dollar amount exceeded what she wanted to invest in an older appliance, so she requested a refund of prior charges.
 
As clarification, under our 90-day repair guarantee if further repairs are found to be necessary then the consumer would only be responsible for the part charges if the parts are not ones that were already replaced. In instances where the newer estimate exceeds an amount that the consumer wanted to pay, then a refund can be requested for all parts and labor above our non-refundable diagnostic/trip fee. When this happens, the technician is supposed to remove any previously installed parts, and then submit a refund request to our billing department.
 
In Ms. [redacted] case, it does not appear this happened when the technician was last at her home. As she had noted, the previously installed part had failed, so this might have been why the technician did not uninstall it; however, a refund request should have still be submitted and it was not. Our trip fee for dryers in this area is $59.00 plus tax. That means that she should have received a refund for $455.18, and we would have retained $63.87. When our customer support group received her complaint, they were unable to issue a refund since the paperwork was never submitted by the technician so they issued her the maximum amount of 50% that they could offer. That means Ms. [redacted] is still owed $195.18. We would be willing to send this to her as a mailed bank check, but we need to confirm if her mailing address is the same as the physical address where she received service. If she could call or email me to confirm this, I will process the refund to be sent to her. My email address is [redacted] and phone number is [redacted]. I will be out of the office starting July 1st returning on July 5th, so if she contacts me after 3:00 pm CT on Thursday, I will process the refund upon my return Tuesday. In the interim, since we are willing to provide Ms. [redacted] with a refund for all charges except our diagnostic fee, and we are only awaiting her confirmation for her mailing address, 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]
Team Manager, Regulatory Complaints
[redacted]
[redacted]
[redacted]

November 11, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  #10885875 – Gloria
Jean [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’
complaint regarding the...

charges she was assessed to repair her range.We would first like to note that over the summer we
piloted a program to try to determine what part might be needed for a service
call so that we could arrange to have it there so that the consumer would not
have to have two service calls; the second call would traditionally be to
install any parts that were not readily available on the truck. We did
experience some issues with the pilot and have since discontinued it. In Ms. [redacted]’
case, it sounds like she might have been quoted the whole sale price for the
part, which is the price displayed on our Sears PartsDirect website. Those
parts are intended for do-it-yourselfers along with professional technicians
and they do not come with retail packaging or instructions. When we provide
parts from our in-home repair, they are at more of a retail pricing because we
have expenses built in to cover any shipping, warehousing, and potential
liability for the part itself. So the part in question through our PartsDirect
website would have been $277.31 with the tax and shipping applied and that same
part through our in-home service was $373.26. While we no longer have access to
the call to hear exactly what might have been said, since there were instances
of confusion where wrong prices for parts were quoted, we are willing to refund
Ms. [redacted]’ the difference between the price of the parts; this comes to
$95.95.Ms. [redacted] also mentions that she was quoted a lower
price for the actual installation of the part. For this portion we believe she
just did not understand how she would be charged. We say this because we did
not give this team, nor have we ever attempted, to quote prices for labor over
the phone. We have consistently given the same message, which is namely that
until a technician assesses the situation, we can only say that there will be a
minimum charge to visit the home and provide the estimate. If the estimate is
accepted, then only the charge of the estimate would be due, and if it is
declined, then only the minimum fee would be due. For range repairs in this
area the minimum fee is $115.00. Once the technician got to Ms. [redacted]’
home, he gave her an estimate that included a labor fee of $193.82 and she
accepted this fee, so no refund would be due. If she did not want to pay that
fee, then she could have declined our services. With that said, while we are willing to process the
refund for $95.95 for the difference in part prices, we need the full 16 digits
for the Visa card ending in 4621; the full account number is no longer viewable
in our system due to the length of time that has elapsed. Ms. [redacted] can
email me at Dana.[redacted]@searshc.com or call me at [redacted] to provide this information so that the refund can be
completed. In the interim, since we are willing to provide the price difference
between the part cost on our PartsDirect website and the price we charge for
in-home repair parts, we have closed our file pending Ms. [redacted]’ response.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 ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com

(The consumer indicated he/she DID NOT accept the response from the business.)
I WOULD NOT HAVE ORDERED FROM YOU IF YOU DID NOT PROVIDE THIS SERVICE. YOU TOOK THE MATTRESS OUT OF MY APARTMENT AND LEFT IT OUSIDE BY THE CURB BY THE GARBAGE AND HOW DARE YOU FALSELY ADVERSTISE THIS PER YOUR CURRENT WEBSITE WHICH I PRINTED AND SENT. I HAD A COUPON FOR HAUL AWAY WHICH I USED AND THE DELIVERY. I ALSO HAD TO PAY SOMEONE TO HAUL THE MATTRESS AWAY AFTER YOU FALSELY ADVERTISED THAT YOU WOULD AND IT WAS ON THE ORDER INVOICE AND RECEIPT AND YOUR WEBSITE THAT DOES NOT MENTION ANY CONDITIONS. THIS WAS FALSE ADVERTISING AND THIS IS NO WAY TO TREAT A "VIP" CUSTOMER.

June 13, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611
[redacted]   Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request for a refund.   It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can assure 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 the item was lost in transit. Therefore, we have processed a full refund of $625.86 back to her Visa account ending in 6899. This credit should 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 a better example of customer service that we have built our reputation upon. In the interim, since a 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,

October 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint...

regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled layaway order.
It is unfortunate that we failed [redacted] expectations when she recently used Sears' layaway services. We value her patronage and can understand her frustration with the events detailed in her letter. We can assure [redacted] that her concerns have been forwarded to management for review so that we may improve our services. It may be important to mention that our records indicate that [redacted] layaway was cancelled due to a delinquent payment. In case [redacted] is not already aware, our layaway service allows customers to make payments every two weeks for up to 8 or 12 weeks from the date of layaway account opening. While we do allow a seven day lapse before a layaway account is cancelled for non-payment, layaway payment progression is an automatic process our store and online associates are unable to defer or change in any way. With that having been said our records indicate that [redacted] spoke with sears.com representatives on September 20, 2015, and at that time a refund of $132.47 was issued to the Visa account ending in [redacted] that was used to make her payment. Our standard layaway fee was not deducted from her refund. [redacted] contacted us again on October 6, 2015, and asked to have this refund sent to her by check. However, we were unable to honor this request because the refund had already been processed to the correct form of payment, as our policy specifically states that all refunds will be issued to the original form of payment. At this time, we can only reiterate that we truly regret any inconvenience [redacted] may have experienced. We respectfully ask to have this matter closed, since we have documented [redacted] complaint and confirmed that the appropriate refund has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]

October 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94572418 - Stacey [redacted]
Dear Ms. [redacted]:
This letter will acknowledge receipt of the above referenced customer's follow...

up complaint, which was referred to our office for response.
We called Ms. [redacted] and left a message requesting callback in reference to her concerns. We ask that Ms. [redacted] contact us directly at 1-888-848-7292 extension 53212. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
Please feel free to contact me if you have any further questions or concerns.
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
SHC Corporate Compliance
[redacted]

Initial Business Response /* (1000, 10, 2015/07/10) */
10 July 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 customer service experience with her purchased appliance.
After reviewing Ms. [redacted]' complaint and our records, we were able to determine Ms. [redacted] purchased a Kenmore fridge and a Kenmore self-cleaning range on 13 April 2015. The delivery was scheduled for 16 April 2015. On the day of delivery, the products had some cosmetic damage and several exchanges were processed for Ms. [redacted] to have the appliances delivered with no damage. The delivery was completed on 29 June 2015. For any inconvenience this may have caused Ms. [redacted], we provided gift cards totaling $250.00. We hope that Ms. [redacted]' purchase appliances will provide her with long term satisfaction. At this time, since the delivery of Ms. [redacted]' purchased appliances have been completed and courtesy compensation was provided, 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/SHC
Direct -XXX-XXX-XXXX
[redacted]@searsch.com

[redacted] Revdex.com
font-family: Arial, sans-serif;">330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear [redacted]   We have completed our investigation of Mr. [redacted] complaint regarding the delay in parts needed to repair his [redacted] Treadmill.   After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the treadmill. Mr. [redacted] has been informed of this offer and has been provided with the necessary information to select a new treadmill. He understands that once he makes his selection we will process the replacement in my office. At this time we are waiting for Mr. [redacted] to make his selection and he has been provided with my direct contact information. Since it was our understanding that this resolution met with Mr. [redacted] approval, we have closed our file.   We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

December 2, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the...

problem she encountered when she attempted to return a television for a refund.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. As clarification, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] made her purchase on October 19, 2016, and her complaint was filed with your agency on November 17, 2016, she was clearly within our 30-day return period.
Upon receipt of Ms. [redacted] complaint we reached out to Store Manager [redacted] to assist with Ms. [redacted] concern. Ms. [redacted] confirmed that the store return policy for televisions is a 30 day period, not a 14-day return period. Ms. [redacted] contacted Ms. [redacted] and offered to assist with the return. On November 30, 2016 we processed the return and issued Ms. [redacted] a refund of $167.49 to her [redacted] card. 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. 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]

October 26, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: [redacted] - Colleen [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms. [redacted]'s complaint regarding...

her dissatisfaction with our customer service and non-receipt of a full refund for her returned sears.com order.
It is unfortunate that we failed Ms. [redacted]'s 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. We have reviewed our records and confirmed that the remaining amount of $73.98 was issued to Ms. [redacted]'s debit card on October 20, 2015. Additionally, we have sent Ms. [redacted] an eGift card in the amount of $25.00 as an apology for this issue. She may expect the eGift card email to arrive within 48 hours. Ms. [redacted] may need to check her spam folder for this email if she has not added Sears to her email contacts. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted]'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] Ext. 87741

Complaint: [redacted]
I am rejecting this response because: I am getting no where with the current representative from Sears. She states that she is a homeowner and owns a power washer as well, but I am wondering, what kind of power washer do you own?  It is one of these [redacted] things and also, is it gas powered or electric because that makes a big difference.  Also, the thing is, if you drop it off for service, they are so backed up that it takes 6-8 weeks to get it back.  At that point, the summer will be almost over.  And they have no option for rental reimbursement or anything. 
Right now, I have a power washer that doesn't work.  I am out over $600.  I would like to have power washed my deck before my guests on father's day, but that won't be happening. 
Please provide me with someone who actually cares and is concerned about the reputation of Sears as a whole.  If this power washer had started this season, I was going to be purchasing an outdoor storage shed that costs approximately $1700; but now, I will buy nothing from them ever again and [redacted] is not concerned in the least. 
Once again, requesting a new representative from Sears so that we can get this issue resolved.
Maybe this is why it looks like online that they are going out of business for this type of service. just saying.....
Sincerely,
[redacted]

The worst experience ever purchased a top odd the line washer 800 bucks paid extra for warranty all they do is replace parts they will not replace the washer it has never worked sounds like you out bricks in it and it's going to blow up leaks has ruined my floor still nothing every part in it has been replaced once some twice sometimes they have came and have done absolutely nothing! The repairman will not say that it's not repairable so they will not replace it! I've paid 25 a week for the last year to rent another washer. I've got the run around every time I've called to get it replaced. Sears extended warranty is [redacted]! This company is a joke all they care about is getting your money! You purchase an appliance from them make see to get some lube to cause your about to get fked real hard don't expect them to honour their word their products nothing they got their money that's all they care about they will not make anything right the corporate office is a joke I will never step foot into another Sears store will not purchase online week never get another item and I will inform everyone I know and I week constantly make bad reviews and share on social media if I can get people to not purchase Sears products which I will that's a promise my mission then will be complete I will get the weird spread what a joke and horrible experience I've had my [redacted] is still sore wish I would have known better!!!!

December 19, 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 Ms. [redacted] complaint regarding her refrigerator repair and her request to have the unit replaced.   First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator.  While we empathize with Ms. [redacted] she does not qualify for a replacement refrigerator.  As clarification, the Service Smart Agreement (SSA) that Ms. [redacted] purchased for his refrigerator on August 23, 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 Ms. [redacted] case, no repair exceeded $500.00 nor did a Sears technician deem her refrigerator un-repairable.    At this time, our records show that the repair to Ms. [redacted] refrigerator was completed on December 15, 2016; the technician installed a control board. In summary, since we have explained why Ms. [redacted] has not been offered a replacement, and we have repaired her refrigerator in accordance with the terms of her SSA, 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

Initial Business Response /* (1000, 7, 2015/09/15) */
September 14, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re:[redacted]
Dear Ms. [redacted]

We have completed the investigation of Mr.[redacted] complaint...

regarding the amount he was charged.
We apologize for any inconvenience Mr. [redacted] may have experienced. We forwarded this matter to Innovel Solutions, Sears Delivery Support Specialist[redacted]. It is our understanding that Mr. [redacted] spoke with Mr. [redacted] and confirmed the issues that need to be resolved. Mr. [redacted] provided the Online Business Unit with the necessary documentation to process the correct refund. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future [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, we respectfully ask to have this matter closed, pending his receipt of the refund.
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

Complaint: [redacted]
I am rejecting this response because:
I ordered the microwave on 11/28/2016. If it was actually out of stock at the warehouse because of people ordering simultaneously, why did it take until 12/8/2016 for my order to be cancelled?  Does the system really lag 10 days behind?  And why was money taken from my [redacted] account BEFORE the item was shipped? In addition, after the order was cancelled, why was the money not returned immediately or returned at all? Why did I have to find out that Sears had cancelled the item but kept the money only when I checked up on the order 2 months later?
Sincerely,
[redacted]

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

60611 
Re:  #[redacted]–Jahmie L [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted] complaint regarding his box spring.      
 
Store Manager Christopher [redacted] provided the following res[redacted]e:  
 
We have made arrangements to provide Mr. [redacted] with the correct box spring. Should Mr. [redacted] have any further questions I (Christopher) may be reached during normal business hours at ([redacted]. In [redacted] 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 CorporationTell us why here...

March 9, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her sewing machine that was damaged during repair.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Team Lead for Carry In Repair who states the following:
I have researched this repair and as it turns out the unit was damaged in transit to the repair center.   Unfortunately, the repair unit did not address this issue but they did note that the case was damaged upon receipt.  The unit has been repaired after the fact.  I have spoken with [redacted] and we are going to send a generic case to the store from the repair center and a $50.00 gift card for her inconvenience.   The repair center will be providing me with the tracking number of the case and I will be giving that to [redacted] so she can pick up both items at the same time.  That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
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 Complaints Specialist
[redacted]
[redacted]

February 24, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   Dear [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his online order and request for an exchange of the couch.   It is unfortunate if we failed Mr. [redacted] expectations as we value his patronage. Additionally, we can understand his dissatisfaction with the series of events detailed in his complaint. After reviewing the notes in his order we found that the vendor is unable to arrange an exchange. Sears Online informed Mr. [redacted] that the only option would be to return the couch for a full refund. At that point Mr. [redacted] may decide to place a new order and Sears offered to honor the same price as well as a 10% off. We ask that Mr. [redacted] contact Sears Online directly at [redacted] with his final decision of whether he will be keeping the product or if he will accept returning the product for a refund. In the interim, we have noted Mr. [redacted] concerns and proposed an equitable resolution, 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

(The consumer indicated he/she DID NOT accept the response from the business.)
I am still waiting for someone to call me back. My kitchen molding still needs to be replaced.

Contact Name and Title: [redacted]
October 14, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed our investigation [redacted]...

[redacted] complaint regarding her dissatisfaction with Sears Home Services.
Upon receiving [redacted] complaint, we contacted [redacted] with [redacted] for assistance. [redacted] left several messages for [redacted] since receiving her complaint on October 7, 2015, and was finally able to speak with her on October 14, 2015. [redacted] advised that she already had her refrigerator repaired and no longer required any service. Unfortunately, we will not be refunding [redacted] the $150.00 she requested; the payment was made to a third-party repair company. Furthermore, [redacted] has indicated that she placed a stop-payment on the check. With that said, since we have documented [redacted] concerns with Sears Home Services and confirmed she no longer wishes to schedule a repair, we ask that this matter be closed.
We apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist