Sears Holdings Corporation

August 31, 2016
 
 
Nita [redacted]
13);">Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted]– David [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted] complaint regarding his SYWR account and his recent transactions.
 
It seems Mr. [redacted] feels he is due more points than what he has received recently. We reviewed his transactions, but did not see anything amiss.  However, we did see some bonus points he was offered, but failed to use before they expired. We could also see that Mr. [redacted] had recently returned some merchandise. If a return is done, any points earned from that sale are removed from the account. That said, we would be willing to discuss the matter with Mr. [redacted] if he wishes. He may contact store manager, Linda [redacted], during normal business hours at (805) 525-6989. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
 
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
Tammie [redacted]
Specialist, Regulatory Complaints
Tell us why here...

Complaint: 10964196
I am rejecting this response because:
Sincerely,
Richard [redacted]
 
Hello,
From the letter that I just read, it was stated that I have been provided with hundreds of dollars of "adjustments".  This is not true.  If this was true, I have never seen the "adjustments" for any of the mentioned concerns. Please provide detailed data of any said compensation or adjustments that were in my favor as previously stated.
Over the course of the past month or so, any attempt to resolute the majority of my concerns have resulted in representatives hanging up on me, or running me around in circles.  This has caused extreme frustration, and countless hours wasted trying to resolute most issues without success.  Yes, I was eventually able to utilize coupon codes on my account, but that issues was not addressed until x10+ times the time I was promised the issue would be resolved in.  I am just asking to be compensated for the time I have had to waste by being stuck in a loop with representatives frequently hanging up on me.  Whenever I would get hung up on/disconnected I would have to try and contact a representative again, which always ended up being someone new, and then I would have to waste hours again explaining my issues once again only to get hung up on and resulting in a never ending loop that only resulted in wasting my time.

From: Donna
Sent: Tuesday, October 27, 2015 7:27 PM
To: '[email protected]'
Subject: RE: Revdex.com Complaint Case# 94574502 (Ref#36-5305-94574502-11-1100)
I responded to the response but have not heard further. We were offered our money back and a 15% discount. I did not get a code to use the discount.
Thank you.
Donna [redacted]

We contracted Sears to clean the air ducts in our home. Now that there is an issue with the cleaning done, Sears says there is no executive office contact to speak to.

[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 Sears Home Services and repairs to her refrigerator. [redacted], Sears Home Services, Support Specialist provided the following response: Sears Home Services records indicate that repairs to Ms. [redacted] refrigerator were completed on November 23, 2016.  During the service call the technician assigned to the call noted that he installed a compressor, condenser, drier and an access valve. Once the unit was reassembled the system was pressurized and was found to be operating as designed. Additionally a food loss reimbursement check in the amount of $232.77 was processed and should be received by Ms. [redacted] within the next 10-14 days. If I can be of any additional assistance to Ms. [redacted] she can reach me at [redacted] At this time, since we have noted our response to Ms. [redacted] concerns, 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]

July 31, 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 inability to schedule preventative maintenance checks on her washer and dryer before the end of her last year of coverage due to the fact that her previous checks fell later in her coverage year due to delays that were not of her making.
 
We apologize for the previous delays in 2015 that caused Ms. [redacted] current situation. As a courtesy, we gave her 2 complimentary 90 day renewals at no cost to her, one for the washer and one for the dryer, so that he coverage now does not expire until October 17, 2016. In this way she should now be able to schedule a convenient time to have one more preventative maintenance check done on both the washer and the dryer, and she would still have coverage in the event any repairs were identified as necessary during the service call. Since we feel this resolution should resolve Ms. [redacted] issue, 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. Be aware that I will be out of the office starting today and not returning until August 8, 2016.
 
Sincerely,
[redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: [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.
However, Sears has lost a customer.  I will never order from them again.
Sincerely,
[redacted]

Horrible customer service experience. Ordered a ** refrigerator online, and they delivered the wrong one to us on 12/17/16. Today is 1/6/17, and our issue still hasn't been resolved. Anytime we call we speak to someone who is clearly at a call center overseas, and we're told we'll receive a call back from the delivery team within 24 hours but no one ever calls. We finally received a call today while I was in a meeting at work. No one left a message-I only knew it was Sears by [redacted] the number afterward. Upon calling back, we got the call center again-only to be told for literally the 10th time that someone would call us back. Finally, we requested a refund and for someone to just come pick up the fridge that has been sitting in our living room for the last 3 weeks. At that point, they told us they needed our credit card number. We clarified there should be no new charges for this agreed but would not let us proceed without providing us our CC info, nor would they transfer us to anyone directly on their delivery team because they claimed they "didn't have their phone number"-to a different department in the SAME COMPANY! Never will I shop at Sears again-I just hope we can resolve this because we are at the mercy of a call back that never happens in order to process a refund for merchandise we can't use due to them delivering the wrong item.

November 29, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted]– Rebecca [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted] complaint regarding her order for patio furniture.
 
We would first like to note that Ms. [redacted] purchased her items from one of our Marketplace vendors, [redacted]. 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 a well known online bookseller, 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. 
 
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the purchase is subject to the terms of each seller’s individual return policy. As a courtesy, we have contacted the seller and they assured us that they had sent replacement pieces to Ms. [redacted]. We hope that this brings some closure to Ms. [redacted] on this matter. As this decision is in accordance to our posted terms and conditions, 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,
Tammie [redacted]
Specialist, Regulatory Complaints
Direct Dial: [redacted]
Email: Tammie.[redacted]@searshc.com

Initial Business Response /* (1000, 10, 2015/07/29) */

[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...

Sears Home Services and her refrigerator.
Our records indicate that Ms. [redacted] refrigerator is no longer covered by it's one year manufactures parts and labor warranty. That said, the technician who was out to the home indicated that the refrigerator needed a replacement electronic control board. Since the part is not covered by the warranty, as a one-time gesture of good faith, we are willing to assist in having the unit repaired. If Ms.[redacted] is willing to pay for the repair, Sears will refund her the labor charges; therefore she would only be paying for the part. If Ms.[redacted] is willing to accept this offer, all she needs to do is contact me at[redacted]X-XXXX or via email at [redacted]@searshc.com. We will order the part and schedule service and move to get the unit repaired as soon as possible. Since we have noted our offer to Ms.[redacted], we ask that this complaint be closed pending future contact.
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]@searshc.com

August 19, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #06
Chicago, IL 60611
Re: # 1[redacted] – Nicole L [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms....

[redacted] complaint regarding the collections problem she encountered when she cancelled the washer and dryer she ordered on the lease program.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. Upon receipt of Ms. [redacted] complaint we researched and confirmed with our delivery management that both the washer and dryer were returned. We then reached out to Store Manager Joy [redacted] and Steve [redacted] Project Manager with Why Not Lease It, to assist with Ms. [redacted] concern. Due to a system glitch, the returns had to be manually processed. On August 17, 2016 we received confirmation that the leases have both been recalled and have been voided. 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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

Revdex.com:
I did not know that Sears reversed the charge. If their counterpart tried to contact me, they did not leave a message or do it in writing. I can't communicate with people that don't let you know they are trying to reach you.
Sears has absolutely met my expectation. 
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have scheduled a repair with Sears for my AC. On 06/14/16 a repair man arrived around 4:30 complaining that he was unable to find my address. I have spent over 30min on the phone with him trying to help me to get to my property and all he did is complain about the neighborhood and how everyone drives crazy here. He broke off my pipe to my AC as he was unable to move it to see what was wrong. By doing that he completely shut down my AC. He found a leak which is leaking the refrigerant into my house. When he left, he never cleaned up or patched up what he broke so we had to do to prevent the smell from escaping. I have been without AC since last Tuesday 06/14/2016. I had an appointment rescheduled for Friday 06/17/16 between 8-5pm. When I confirmed my apt on Friday it was estimate arrival time of 2:30-4:30pm. When I called Sears at 4:16 pm to confirm I was told that I technician will be coming out today. At 5:24pm I received an email that my apt was rescheduled to Tue 06/21/16 without any really reason. Of course when I called the customer service, they said the tech was not available and that’s when it was rescheduled and they don’t have emergency on call. Now it’s Tue 06/21/16, my husband took off from work as our apt was suppose to be scheduled 8-5pm window which was confirmed with Sears. When I called this morning it told me the estimate time of arrival was 6:30-8:30pm and now it changed to 7:45pm -9:45pm. I once again called Customer service and of course no really answer except that their technician was running late. This was 7:22am when I spoke to Sears. Once again she confirmed that someone will be coming out her today. This has been the worst customer service experience I have ever received. No apologies and no one has been trying to see what else they can do to resolve this.

June 18, 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 billing discrepancy.      Unfortunately, it seems that there was a system error and Mr. [redacted] account was not credited for the difference in price like it should have been. A credit for the missing amount, $426.28, was issued to Mr. [redacted] account ending in [redacted] on June 4, 2016. We sincerely apologize for any inconvenience this may have caused Mr. [redacted] and we want to assure him that steps have been taken to prevent further such occurrences. Since we have granted Mr. [redacted] request, 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]

Initial Business Response /* (1000, 10, 2015/06/29) */
June 29, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - David [redacted]
Dear Ms. [redacted],

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

complaint regarding his dissatisfaction with our customer service and failure to provide a repair for his Kenmore vacuum cleaner.
It is unfortunate that we failed Mr. [redacted] expectations when he recently requested a repair from Sears. We value Mr. [redacted] 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 so that future problems of this nature can be averted. As a result of this action, we revealed that Mr. [redacted] vacuum cleaner reached our service center on June 10th, and at that time it was determined that it could not be repaired. For this reason, it was returned to our store. In an attempt to reach Mr.[redacted] our store spoke with Mrs. [redacted] on June 29, 2015, to invite her and Mr. [redacted] to return to receive a new vacuum cleaner. At this time, we can only reiterate that we truly regret any inconvenience Mr. and Mrs. [redacted] may have experienced. We hope that in the future they will allow us an opportunity to provide them 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 Mr. [redacted] comments and an equitable resolution has been proposed.
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]
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have picked up our new vacuum several weeks ago - (6/10/15). However, when we picked it up, the Sears rep at the Sears Pickup in the Hayward, CA. store did not require any paperwork, identification of the new vacuum serial number, or signature. I have a 3 year extended warranty on my old vacuum, and want to make sure that warranty is still in place with this new vacuum.
Can someone from Sears confirm that our warranty will still be honored with the new vacuum?
The model # for the new vacuum is [redacted]
The serial # of the new vacuum is [redacted]
Thank you for your quick response!
Final Business Response /* (4000, 14, 2015/07/07) */
July 7, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - David [redacted]
Dear Ms. [redacted],

This letter will acknowledge receipt of follow-up information from the above referenced customer, which was referred to our office for response.
We are uncertain as to why our store did not require identification from Mr.[redacted] but pleased that he has received his replacement vacuum cleaner. In reference to his request to transfer his Sears Protection Agreement, we ask that he contact Sears Protection Agreement Benefits Administration (PABA), at 800-827-6655 and select option 2 for assistance. PABA will request information about the new item, accurately perform the requested transfer task, and answer any other questions Mr. [redacted] may have about his coverage. Since we have provided the appropriate direction and means of contact to resolve Mr. [redacted] request, we have closed our file regarding this matter.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki[redacted]
Regulatory Complaint Specialist
[redacted]
[redacted]

Went to pick up my layaway and they lost it. Then was asked to wait for it to be resolved , waited over an hour just to be refunded my money not ever shopping at [redacted] again.

August 3, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Rogers C. [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and non-receipt of the merchandise.   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] case, the order was fulfilled by [redacted]. located at 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number ([redacted]) [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] 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 a lost tracer was issued and UPS confirmed that the order was in fact delivered. While it is our understanding that the order was delivered to Mr. [redacted] address, we have requested that a refund be processed as a onetime courtesy exception. Mr. [redacted] can expect to see the credit post to his account within 3 to 5 business days from today’s date. In closure, since an equitable resolution has been provided to Mr. Moore, 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

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL  60611   Re: # [redacted] - Ezra [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have completed our investigation of Mr. [redacted] complaint regarding the processing of his weed eater.   Due to the delay in this process and for customer satisfaction we offered Mr. [redacted] a Gift Card in the amount of $100.00 to replace his weed eater. Mr. [redacted] accepted this offer and the gift card was processed on August 17, 2016. Mr. [redacted] should see this gift card in 7 to 10 business days after the processing date. Mr. [redacted] has been provided with my direct contact number is he is still in need of assistance. We have closed this case.     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,   Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com

[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 his request for a refund. Within Mr. [redacted] complaint he requested a refund for services that he noted was completed while the unit was under warranty. We feel it is important to remind Mr. [redacted] that his one year parts and labor warranty expired on May 14, 2016. The request for service on the ice maker was called in on May 22, 2016, 8 days after the warranty expired. That said, as a one-time gesture of good customer service we have requested Mr. [redacted] be refunded in full for the service call. It is important to note that the credit back to the [redacted] card ending in [redacted] should post to the account within 10-14 days. Since we have noted our response to Mr. [redacted] complaint and have provided him with his desired resolution, 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]

Complaint: [redacted]
I am rejecting this response because:
Any new information? Sears sold me a TV with two small chips in the TV screen. Furthermore, since the TV itself is WIFI enabled I could not have a steady WIFI connection without an [redacted] cable, thus making the TV useless without having it hardwired directly from the router to the TV itself. Most of the apps that were preinstalled on the TV could not hold a steady connection without it having a steady connection. Also, the damage could not have been done by someone residing in my home. My family works during the day and the only time the TV is used is during the evening hours when everyone is around the dinner table having dinner. Your conclusion has no basis’ nor does it have merit.

Sincerely,
[redacted]