Sears Holdings Corporation

January 15, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: 11026621 – Leeya [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience and request to cancel the order for a full refund.   We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. We can understand her frustration with the series of events detailed in her complaint. As clarification, because our system processes orders almost immediately after you click the “Process Order” button in checkout, it is not possible to cancel the order before it is fulfilled and shipped. We apologize for any misinformation and 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 online order, we found that a full refund of $37.09 was credited back to Ms. [redacted]’s PayPal account on January 6, 2016. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service. 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

June 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] Dear [redacted]:
We have completed the investigation of Ms. [redacted] complaint on...

behalf of her mother regarding her dissatisfaction with the performance of her washer and her request to return it after the 30-day return period.
We apologize if Ms. [redacted]r was misinformed that the washer will only fill ¼ of the way. The [redacted] washer that she purchased, model [redacted] is a high efficiency (HE) washer and the agitator uses sensing technology to adjust water levels per load. Furthermore, the manual states that the consumer should use HE detergent. Also, according to the trouble shooting section in the manual, it states that if the washer will not run or fill, then a possible cause is that the washer may be packed too tightly.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, 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] washer was delivered on April 13, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return period.
We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. If we made an exception for Ms. [redacted]r, then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request
Again, we apologize to Ms. [redacted]r 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]

(The consumer indicated he/she ACCEPTED the response from the business.)
The facts stated by Ms. [redacted] are accurate. I now have a replacement mower and we're satisfied with it. It's unfortunate that it took me taking matters into my own hands and contacting the Revdex.com to appropriately resolve...

this matter. I expected more from a company that has been in business as long as Sears. I also expected better treatment from the managers. I was treated poorly and the delays were unreasonable (and I was paying for all of this). Thanks for assisting me in getting this issue resolved. Sometimes the system does work in favor of the consumer.

October 4, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted]
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Susan [redacted]   Dear Ms. [redacted],   We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience and request for a refund on both orders.   We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After contacting Sears’ Detail Control Center, we were able to confirm the charges for both orders. Therefore, we have processed a full refund of $15.18 for order 988685212 under return receipt number 099119001275. Additionally, a refund of $15.09 for order 989086715 under return receipt number 099119031967. Finally, we have emailed the Shop Your Way Reward points department to ensure that the correct refund was returned for both orders. These credits should post to Ms. [redacted]’s account within 3 to 5 business days. 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

Complaint: [redacted]
I am rejecting this response because: Simply my terms were not met. Ms. [redacted] was rude, snide, and hostile......... until she caught herself mid-sentence. Though she was dead silent when I discussed losing over $500.00 worth of food. She was all business... it was about placating me and sweeping this matter under the rug.... Which is something Customer Solution dept of Sears also tried to do. She stated she was trying to fix things. You cannot fix being without a proper running refrigerator from May to August. The fact that this corporation refuses to cut a check for anyone whom they leave in the lurch with their broken down appliance... and complete lack of respect and customer service is appalling.
We paid $500.00 for a warranty...and all Ms [redacted] did today after months of turmoil was do what should have been down months ago. No one has ever sincerely apologized... I simply listened to her state facts.
You have 90 days to go pick another refrigerator, If it cost less than $3999.99 than you just lose that money, if it cost more then you must pay the difference and the tax.... Since the refrigerators are no longer new models.... It cost $2538.99...meaning we lost $1461.00  Add the $130.00 4.4cu fridge we had to purchase just survive... The tons of 20 pound bags of ice in an ice chest... And the massive food lost.
What good I ask you does having her number do us? The only reason we are receiving anew refrigerator is because I had the presence of mind to contact the Revdex.com.
Sincerely,
[redacted]

December 29, 2015     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  #10990967 – Christine [redacted]          Dear Ms....

[redacted]:   We have completed the investigation of Ms. [redacted]’s complaint regarding her refrigerator purchase.   Unfortunately, the coupon Ms. [redacted] wished to use was not applicable to exchanges; it only applied to new purchases. However, we did offer to provide Ms. [redacted] with a credit for $130.00 as a courtesy and she accepted. In addition to the $70.00 credit she had received previously, this would equal to half of the difference she paid for the new refrigerator. 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, Tammie [redacted] Regulatory Complaint Specialist Direct dial number [redacted] Email: Tammie.[redacted]@searshc.com

(The consumer indicated he/she ACCEPTED the response from the business.)
I understand completely that sometimes life happens and commitments must be broken. Unfortunately the entire process was one excuse after another and the only time anyone called was the technician at 8 pm to cancel. The...

mere concept that I would accept a measly $65 discount after I lost $200 in wage from having to take half a day off for nada just to reschedule an appointment with a company who has a track record of NOT meeting appointments is maddening. The odds of me accepting such a trite compensation is about as high as me offering SEARS $65 to send a representative to my house for an apology and them accepting...so in other words 0%
Please close this case as the very next day I called a local company who was able to come out the very same day within a 2 hour window. Guess what...THEY HONORED THIER PROMISE!!Contact me directly if you would like the company's name and number to get some business A technician showed up and diagnosed the issue, ordered the part on the spot and scheduled a install date 3 days later all for $20 less service charge than SEARS charges.
TO SEARS I say thank you and buh bye.

November 4, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  # [redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s complaint regarding her...

dissatisfaction with the multiple service attempts on her washer and her request for a replacement.Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms.  It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”.  It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”.  We have researched Ms. [redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement.  We can also understand how frustrating Ms. [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experience.  With that being said, on October 24, 2015 our District Manager for Service Unit 6141 did make an exception and Ms. [redacted] was offered a replacement for the washer.  Our records indicate that Ms. [redacted] has been provided the authorization information for the replacement.  She has made a selection and delivery is scheduled for November 7, 2015.  Since we have addressed the issue 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,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] directMatilda.[redacted]@searshc.com

December 3, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re: 10972155 – Casey [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted]’s
complaint regarding her recent online...

order experience.It is unfortunate that we failed Ms.[redacted]’s
expectations when she recently attempted to purchase a dishwasher online. We
value her patronage and can understand how the series of events detailed in her
complaint has caused her to lose faith in Sears. We regret that this incident
occurred, and 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 complaint filed, we corresponded with Ms. [redacted] via email and
offered to issue a sales adjustment of $50.00 on the new dishwasher order (962961014)
she placed today December 3, 2015. Ms. [redacted] agreed to this resolution and
a credit was processed under receipt number 093004611710. The credit was issued
back to her Discover account ending in 8544 and should post to her account
within 3 to 5 business days from today’s date. 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 this resolution met
with Ms. [redacted]’s approval, we respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter.  Please feel free to contact me
if you have any further questions or concerns. Sincerely,  Eligia [redacted]Regulatory Complaint SpecialistSears Holdings Corporation

Bought a washer from Sears, they said I would need to buy new hoses for the
new machine, so I bought that too. you have to add washer delivery and install of $69.00 to that too. They delivered it but did not install. I've been trying to reach
sears at the Florida Mall off [redacted], Orlando,FL but no one is
answering the phones there. Who does business like this? Who?
I wanted to talk to store manager but guess I am out of luck but I would like to
speak to the President at Sears Corporate office. Is there a number and address
for them (in case they don't answer their phone either.

I ordered a washing machine online at the Sears Outlet and received an email stating that the order was being processed. My credit card was billed and cleared 2 days later and I still have not heard or seen from anyone regarding delivery of the washing machine. The item was pre-paid. The item has not arrived. I have not been notified. I have sent several emails to the customer help and received no response. I have not been called. I have been locked out of the site where the item was ordered. I am not happy and will NEVER purchase anything from Sears again.

May 24, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request for a refund of the returned item.   We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this matter. 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 Sears Online issued a refund of $9.99 and $114.08 on May 20, 2016. For Ms. [redacted] records the return receipt numbers are [redacted] and [redacted]. Ms. [redacted] should see the 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 a better example of customer service that we have built our reputation upon. In the interim, since a full 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 10, 2015/07/09) */

[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...

refrigerator purchased from Sears.
Sears Home Services records indicate that Ms. [redacted] refrigerator was repaired on July 2, 2015. During the repair the technician noted that he installed a new evaporator fan motor and an electronic control. Once the unit was reassembled it was tested and found to be operating as expected. As a gesture of good customer service we have purchased a one year Repair Protection Agreement (RPA). Ms.[redacted] should be receiving a copy of the RPA via email within 2 business days and a hard copy in the mail within 3-4 weeks. At this time, since we have completed the repairs and have provide the aforementioned RPA, 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 16, 2015
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94557809 - Theodore [redacted]
Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted]'s rebuttal to the response we previously sent.
After reviewing Mr. [redacted]'s response, our decision remains the same. As stated previously, Mr. [redacted]'s issue was handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler [redacted] (Tony) at [redacted]. The settlement was between Mr. [redacted] and our third party vendor [redacted]. At this time, 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 Specialist, regulatory complaints
Sears Holdings Corporation
O: 512.248.7884
F: 512.248.7905
imx integrated member experience

Complaint: [redacted]
I am rejecting this response because:
K-mart has a pattern and practice of false advertisement and they are drawing consumers to their website with super low prices, and when a consumer wants to purchase that item which has drawn him/or her to their website is never able to do it. Even after I e-mailed to their representative two days ago a link with a pair of men jeans advertised for $1.99, and even after that representative agreed on May 9, 2016 that item should not be posted on the website, as I am writing to you May, 11, 2016 that item is still posted on their website for $1.99. They want to continue to deceive the consumers with absolutely no repercussions what-so-ever in the direct detriment of the consumer. Their pattern and practice of false and deceiving advertising must stop. This warrants a class action suit against the company and for Revdex.com to issue a negative rating as to this corporation.
In their response, they completely failed to address their false claim that I have canceled my order, and I quote excerpts of that e-mail:" Dear [redacted], Changed your mind? Well, it happens! This confirms that we've canceled your Kmart.com order [redacted] as you requested, and you have not been charged." I am also copying hereto the chat that I had with K-mart after my order was canceled:
Chat transcript
[redacted] T (18:22:10 GMT) : Thank you for contacting Kmart. How may I help you?Visitor (18:22:26 GMT) : order [redacted] T (18:22:33 GMT) : Thank you for that.[redacted] T (18:22:44 GMT) : How can I help you regarding the order number provided?Visitor (18:22:46 GMT) : I never canceled this order. Why did you canceled my order?[redacted] T (18:22:56 GMT) : I am really sorry to hear that your order is cancelled, but nevertheless let me check the reason for cancellation. Visitor (18:23:15 GMT) : ok[redacted] T (18:23:35 GMT) : Thank you, is this for the  .Men's Distressed Straight Leg Jeans, [redacted]? Visitor (18:23:46 GMT) : yes it is[redacted] T (18:24:12 GMT) : Thank you so much.[redacted] T (18:24:29 GMT) : Upon further checking, the item that you have ordered was not successfully completed as the item that you want is out of stock. We were unable to oversee that the item would be cancelled since it was out of stock. We sincerely apologize for the trouble.[redacted] T (18:24:39 GMT) : Refund was already processed, after you have received the notification that it was cancelled. And it will clear back to your method of payment within three to five business days.[redacted] T (18:25:20 GMT) : In the meantime, if you'd still want the item. We can look for a comparable item. And we can place a new order for you. And I would be happy to offer 10% discount for this.Visitor (18:25:24 GMT) : This is unacceptable. I will have to file a complaint thenVisitor (18:25:51 GMT) : You have sent me an e-mail claiming that I cancelled it!! This is fraud[redacted] T (18:25:54 GMT) : I am really sorry to hear that but please be advised that orders still go through even though the item is already out of stock. But when the transaction completed and details been passed to logistics that's the time that the system would update and the transaction would automatically be cancelled.[redacted] T (18:26:27 GMT) : We sincerely apologize for the mis-information in the email you have received. And we always appreciate customers who take the time to give us their feedback. I’ll pass what you’ve said onto our management team.Visitor (18:27:09 GMT) : This is bait and switch. You advertise on your website all those clearance items when you do not have them. In order for me not to complain you will have to provide me with a regular priced item at the same amount of $4.99[redacted] T (18:28:10 GMT) : I'm afraid I cannot do that as my system would not be allowing me to do so. I hope you understand. What I can do is we can look for a comparable item and I'd be more than willing to provide a 10% discount.Visitor (18:29:11 GMT) : No. this would not be acceptable. Either would be for the same price or otherwise your company will be liable for false advertisement.Visitor (18:29:33 GMT) : Please provide me with the phone number and contact information for your legal department[redacted] T (18:29:41 GMT) : We would be accepting your decision, if only I can do what you request then I would be more than willing to do so. Visitor (18:30:19 GMT) : I am sure that your executive office would be able to O.K. this "settlement"Visitor (18:30:59 GMT) : Think about the hundreds of thousands of legal fees to defend a lawsuit[redacted] T (18:31:37 GMT) : You can reach our Legal Department at [redacted] and they can assist you further.Visitor (18:31:50 GMT) : Thank you.[redacted] T (18:31:53 GMT) : We sincerely apologize for the trouble [redacted] T (18:32:09 GMT) : But I have exhausted my resources and that is the most that I can do. [redacted] T (18:32:20 GMT) : I hope I have covered all your concerns today. Please feel free to chat or call us back for further assistance. Thank you for contacting Sears."
This shows that they are utterly failing to admit their fraud upon the consumer and should stop.
I am in fact entitled to way more than $500.00 considering all the above, and I reserve all my options intact including seeking legal actions against Sears Holding Corporation for fraudulent advertisement which warrants punitive damages.
Sincerely,
[redacted]

July 13, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted] complaint that he...

filed on behalf of his daughter, Mandy [redacted], regarding the multiple repairs on her refrigerator.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled service for her refrigerator. We reviewed the service orders related to Ms. [redacted] refrigerator. Our records indicate that Ms. [redacted] purchased the refrigerator on March 13, 2014 and the manufacturer’s one year warranty expired on March 20, 2015. There are no service orders or issues reported during the manufacturer’s warranty coverage. On April 13, 2016 Ms. [redacted] reported that the refrigerator was not making ice or cooling. Our technician assessed the refrigerator and determined that the adaptive defrost was not working. Our technician installed the part on April 30, 2016 and informed Ms. [redacted] that it could take 24 hours to start cooling. Ms. [redacted] paid $309.51 for the parts, diagnostic fee and labor.
One month later, Ms. [redacted] called again to report that issue had returned. We would like to note that Sears has a 90-day service guarantee on repairs because sometimes a unit may have an intermittent problem or may have another part failure related to the issue. On June 10, 2016 our tech returned and resealed the cabinet around the door; at no additional charge. On June 17, 2016 Ms. [redacted] reported that the refrigerator was not cooling again. Our technician returned and found the drain plug was clogged. He cleared the drain plug at no additional charge for the service. Regrettably, Ms. [redacted] continued to have a problem with the refrigerator not cooling. Upon receipt of the complaint from your agency, on July 7, 2016 we contacted Ms. [redacted] to discuss her concerns. We explained that the refrigerator was no longer under the manufacturer’s warranty. We informed her that the repair was still within our 90 day service guarantee and offered to schedule service. Ms. [redacted] stated that she already had 3 repairs and had already purchased another refrigerator that would be delivered on July 13, 2016. Ms. [redacted] agreed to schedule service to allow our technician another attempt to repair the refrigerator and service was set for July 9, 2016. Our technician returned and contacted our Strategic Technical Assistance Center (STAC) to report his findings. The freezer was at 0 degrees but the refrigerator would not go below 50 degrees. They confirmed that the evaporator drain was cleared, that the door was sealed, and changed the control defrost. Our technician checked behind the tower to check for ice formation, check the fan, and any restrictions. After reviewing the technician’s findings, it was determined that the thermostat would need to be replaced. The information was provided to Ms. [redacted] and the notes indicate that she refused to continue with the service because she did not trust another repair. Our technician was instructed to return the parts for a refund.
Due to the inconvenience and for customer satisfaction, Tech Manager [redacted] has authorized for a full refund of the initial service order. As clarification, the minimum diagnostic fee is non refundable and in Ms. [redacted] case the diagnostic fee was $120. Ms. [redacted] confirmed that we would refund the diagnostic fee as well. We informed Ms. [redacted] that she would receive a refund of $309.51. As for Mr. [redacted] request for a refund of the refrigerator and food loss is concern, we did not find that this was warranted, particularly since the refrigerator is no longer under warranty and Ms. [redacted] was issued a full refund on the service. As this decision is commensurate to the circumstances, 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]

Initial Business Response /* (1000, 7, 2015/07/10) */
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 762 3049 87747
July 10, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] - Raixa [redacted]

Dear Ms....

[redacted]:
We have not fully completed our investigation of Ms. [redacted] complaint regarding her online order and request for non-receipt of a refund.
We apologize for the delay in responding to this complaint. We forwarded this matter to Sears Online Solutions to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact (800) 349-4358.
We apologize again and 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, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been to long waiting for a response how much longer do I have to wait.
Final Business Response /* (4000, 11, 2015/07/16) */
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 762 3049 87747
July 16, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - Raixa [redacted]
Dear Ms. [redacted],

We have reviewed Ms. [redacted] rebuttal complaint regarding his online order and non-receipt of a refund.
It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events detailed in their complaint has caused them to lose faith in Sears. We regret that this incident occurred, and we can assure that their concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the order we reached out to Sears' Online Business Unit and confirmed that Ms. [redacted] PayPal account had not been refunded. Since the order is now over six months old, we are unable to process the refund back to the PayPal account. Therefore, we issued the refund in three increments in the form of checks. For Ms. [redacted] records the refund receipt numbers are: [redacted] for $200.00, [redacted] for $200.00, and [redacted] for $29.80. These amounts equal a total of $429.80 which is the amount that was charged to her PayPal account. We will ensure that the remaining $1.18 is returned back to her Shop Your Way Rewards account. Ms. [redacted] can expect to receive the checks in the mail within seven to ten 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, we have noted Ms. [redacted] 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

August 29, 2016     Nita [redacted] Better...

Business Bureau 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  #[redacted]– Richard [redacted]     Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction that he was unable to place an order for an item that was priced incorrectly on our website.   As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order.  For store pick-up items, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store.  If the item was never ordered, then all requests to honor the incorrect price would not be granted.   We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for us. There is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occurs. In some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s database. This is designated by the settings in the internet browser being used. If the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached.   In Mr. [redacted]’s case, it seems he was sent an email that linked directly to our site, which is where the pricing error stemmed from. We do want to note that the email stated: “Sears Holdings Corporation shall not be held liable for errors or omissions in pricing.”  Furthermore, our site has a disclaimer that addresses any pricing errors that may occur. If Mr. [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: [redacted]. We have also included below a small excerpt specifically regarding pricing errors:   “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.”   As illustrated above, we do not guarantee that our site is free from error and even if Mr. [redacted] had been able to place the order with the erroneous pricing for some reason, we would have been within our rights to cancel the order. With that said, we are willing to provide Mr. [redacted] with a 15% discount off of the current correct sales price as a courtesy should he still be interested in ordering the merchandise in question. Mr. [redacted] may contact me at Tammie.[redacted]@searshc.com within the 10 days from the date of this letter; after that, the offer will be null and void. As this decision is commensurate to the circumstances, we have closed our file.   We apologize to Mr. [redacted] 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 [redacted] Email: Tammie.[redacted]@searshc.com

Initial Business Response /* (1000, 5, 2015/06/11) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] A [redacted] #XXXXXXXX
Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted]' complaint regarding...

damage he to his air conditioner alleged to have occurred at his home during a service call to repair his refrigerator.
Mr. [redacted] is aware that Sears has referred his damage claim to our third-party claims administrator [redacted] for further review. [redacted] has opened claim LXXXXXXXXXX-XXXX. The customer contact center at [redacted] can be reached by calling XXX-XXX-XXXX. For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] actions. Their decision is immutable. Since we have provided Mr. [redacted] the information needed to follow up on his claim, we respectfully request 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]@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I fail to accept this ridiculous and very unprofessional response from the sears corporation. I am very saddened how sears could wipe there hands clean from any liability at the expense of there faithful loyal customers through the Sedwick agency. I am not surprised anymore how unscrupulous companies now how have become as well as individuals. Even though our family have been sears customers late 1950s from my grandmother to my parents , I feel somewhat Shafted " Now' What? Does this expense come out of my pocket? No " I most definitely disagree" I well never see sears the same Again". Revdex.com If possible I am will to except the 360. they offered me if it's doable? It's better than noting' Thank you very much for your assistance in this matter from me and my family behalf...[redacted]
Final Business Response /* (4000, 9, 2015/06/15) */

Nita Virghes
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL XXXXX
Re: [redacted] A [redacted] #XXXXXXXX
Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted]' rebuttal regarding damage he to his air conditioner alleged to have occurred at his home during a service call to repair his refrigerator.
We have forwarded Mr. [redacted]' rebuttal comments to Sears RISK Management office as well as Ms. Bell, the claims examiner assigned to the claim. As stated in our initial correspondence, Sedgwick has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon Sedgwick's actions. Their decision is immutable. That said, 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 Churchin
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com

January 25, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted] [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his washer repair.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to his washer repair.  Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network.  Accordingly, we forwarded Mr. [redacted] complaint to Territory Manager [redacted] for review.  While Mr. [redacted] was responsible for the cost of repairing his washer, due to the confusion regarding what parts should have been installed, Mr. [redacted] agreed to refund Mr. [redacted] in full.   Accordingly, a refund request for $357.70 was submitted on January 25, 2016.  Mr. [redacted] should see a credit post to his [redacted] account ending in [redacted] within the next week.  In summary, since we have completed the repair to Mr. [redacted] washer, and documented his concerns with the repair process, we ask to have this matter closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   [redacted] Regulatory Complaints Specialist