Sears Holdings Corporation

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Nitin [redacted]
class="InsideAddress">  Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding service under her Sears Appliance Warranty.   We would first like to point out that [redacted] is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted] contract.   Upon receipt of Ms. [redacted] complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. [redacted] has moved forward with a replacement for Ms. [redacted] refrigerator. Ms[redacted] advised [redacted] that she had already been contacted and accepted the replacement and at this time delivery is set for November 21, 2016. At this time since [redacted] is replacing the refrigerator we have closed our case.     We apologize to Ms[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 L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com

December 21, 2015
0pt">
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted]
[redacted]
We have been unable to complete the investigation of [redacted] complaint regarding the problems he encountered with the purchase of his television and dryer; and his request for reimbursement.
[redacted], Assistant Store Manager for store [redacted], made multiple attempts to contact [redacted] and left voicemails with his contact information.  Since he has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her.  He may contact Assistant Store Manager [redacted] at ([redacted].  In the interim, we will consider this matter closed, pending his response.
Again, 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 Complaint Specialist
Sears Holdings Corporation
[redacted]
[redacted]

March 3, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]  [redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager of store# [redacted].  Mr. [redacted] called Mr. [redacted] and discussed his complaint.  It was agreed that Mr. [redacted] would come back to the auto center and receive a free oil change to rectify the issue.  That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]

June 6, 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 dissatisfaction with the cancellation of his layaway.   It is unfortunate that we failed Mr. [redacted] expectations when he recently used Sears’ layaway services. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted.  As a result of this action, our store contacted Mr. [redacted] to discuss his concerns and offered him $200.00 off the purchase price of the ring as a good will gesture.  Mr. [redacted] declined this offer and indicated that he would wait for his refund check and make a different purchase.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  Mr. [redacted] may contact Store Manager [redacted] at [redacted] if he has any further questions about this issue or his refund.  We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and an equitable resolution was proposed.   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 [redacted]

February 1, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted]
Dear Ms. [redacted]:
We have not fully completed our investigation of Ms. [redacted] rebuttal to our response regarding her dissatisfaction with the service provide on her vehicle and the charges she incurred for unnecessary work performed.
We apologize for the delay in responding to this complaint. We forwarded her rebuttal response to the Auto Center Manager for his review and are currently awaiting his 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 me directly at [redacted].
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
[redacted]@searshc.com

October 4, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted] – Shane [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with the service he received on his dryer and his subsequent “stop payment” on the check he presented for payment.
 
As clarification, all of our repairs come with a 90-day guarantee. If the repair, or part, we provided did not fix the original issue, then we will return and provide a new estimate. That new estimate would consist of only the cost of the parts. Any labor and any further diagnostic fees, would be at no charge if the latest repair was found to be related to the original. If it was unrelated, for example the initial problem was with the icemaker not making ice, and a new issue occurs where the compressor is not working, then a new diagnostic fee would be due along with the price for any parts and labor if our new estimate is accepted. If the repair was related, then if our estimate is declined and the consumer does not want to proceed further with a repair at the new cost, which consists of only the price for parts, then we will uninstall any parts we want to retrieve and issue a refund for everything but the non-refundable diagnostic fee of $79.00.
 
Instead of this, Mr. [redacted] not only stopped payment on his check, which has hampered our ability to even provide him with a partial refund, but he also scheduled a new service call under a service order incentive we offer where we waive all but $60.00 towards $500.00 worth of repair, as long as the customer commits in advance to paying one full year of a Sears Whole Home Appliance Warranty for $39.99 a month. If the warranty is canceled prior to a year, the full cost of the repair becomes due. Under this warranty we did establish that an electronic control board was needed, so it was clearly related to the first repair and as such it meant that Mr. [redacted] never really qualified for the Home Warranty program. This was subsequently canceled, but Mr. [redacted] was still out the $60.00 co-pay he charged to his Visa card ending in 5076.
 
At this point, Mr. [redacted] has complicated his issue by dishonoring his check and this has reduced the resolution options available. As far as we can see, there are two options we can provide considering that he did not pay for the first service call because he stopped payment on his check. The first would be that if he pays the company that is collecting on his check, and we confirm that this was paid, we would be willing to issue him a refund for $72.83, which would be all monies above the non-refundable trip fee. This first would be refunded in the form of a mailed bank check. We would also be willing to credit his Visa card the $60.00 as long as he provides us with the first 12 digits of that 16 digit Visa card number ending in [redacted].  
 
The second option would still involve Mr. [redacted] paying for his check. However, once he has done this, if he does want to proceed with service and have the board installed that was ordered for the last repair, we are willing to apply the fee he paid for the check plus the $60.00 co-pay towards the cost of the part. We are also willing to discount 20% off the full price of the part. That would only make Mr. [redacted] responsible for any remaining amount once the discount, check fee, and $60.00 co-pay were applied.
 
When Mr. [redacted] has paid off the check, he would need to email me at Dana[redacted]@searshc.com or call me at [redacted] and let me know how he wants to proceed. For both options, he will need to provide the account number from the collection company for the check so that we can follow up with our contacts with Telecheck to ensure they received his payment. Once that has been confirmed, then we will need the account number if we are going to be processing the $60.00 refund or we can schedule our repair at that time. For now, since we are willing to issue a partial refund or proceed with service once the check has been paid and the required documentation submitted, we have closed our file pending Mr. [redacted]’s compliance with the directions we provided.
 
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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com

Complaint: [redacted]
I am rejecting this response because:
I believe I am not the only have a hard time to get the refund. I don't see any refund processed in November other than you made it up.
The order was canceled by Sears on 11/16/15 and stated that will be refunded in 5-7 business days, but Sears failed to do so.
I spoke to [redacted] Sears case manager on 12/6/15 and was told should be refunded within 24 hours, but nothing happen.
I spoke to [redacted] Sears case manager on 12/10/15 and he told me that refund was processed on 11/29/15 and should be received my refund by mail by the end of 12/11/15. I was waiting and nothing in the mail.
I have been asking for a proof of refund and no one be able to provide it.
I spoke to a case manager and a field manager at Sears on 12/15/15 to get my refund and was told to wait another 10 - 17 business days.
Is this how Sears doing the business? Sears puts a lot of resources to fool around with customers rather than do the right job. Your process is broken and needs senior management's attention in order to stay in the business.
I don't how many customers get up to ask for the refund, but the time I spent to get the refund it costs more than the amount of refund itself.
Since Sears never processed the refund in November and not able to proof it. Please do not use the word "REPROCESS".
Sincerely,
[redacted]

January 28, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her request for a return label for items she ordered through sears.com.   It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order using Sears’ website. 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.  With that having been said, our records indicate that Ms. [redacted] placed her order with a seller hosted on the Sears website.  Sears received notification from the seller on January 3, 2016, that a refund had been issued to Ms. [redacted] and she could simply discard the bands rather than mailing them back.  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] 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,  [redacted] Regulatory Complaint Specialist [redacted]

January 29, 2016   [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL  60611
class="InsideAddress">  [redacted]   Dear [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding the delay in parts for the repair of his washing machine.   We understand that Mr. [redacted] is upset that one of the parts needed to complete his repair was on back order causing a delay in service. We apologize in the delay in receiving all the parts needed to repair his washer, unfortunately as parts are ordered from the manufacture Sears has no ability to expedite a part order when a part is on backorder. Sears uses manufacture parts whenever possible and at times if a manufacture is out of a part we must wait on the manufacture to provide parts. We do show that all parts have arrived at Mr. [redacted] home and service is scheduled for February 2, 2016.   We also understand that Mr. [redacted] is requesting Sears cover the remaining repair cost due to the part delay as well as reimbursement of costs to do their laundry outside the home.   Sears offers, and offered Mr. [redacted] at time of purchase, a Protection Agreement.  The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail.  We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option.  It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage.  In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers.  Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago.  It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property.  Under a Protection Agreement are other benefits when repairs take longer than expected such as laundry reimbursement, rental reimbursement even a replacement clause when we have a situation such as a long delay in parts.  The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.   To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate.   It would be unjust for Sears to provide free service to Mr. [redacted], while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairs. Since we have explained why we are unable to honor Mr. [redacted] request for free service or laundry reimbursement that he does not have coverage for and all parts have arrived to complete the repair we have closed our case with the understanding that Mr. [redacted] will be responsible for the remaining balance of the repairs.   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]

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

align="left">    [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her washer. Our records indicate that the [redacted] Sears Outlet has assisted [redacted] by exchanging her washer. On March 17, 2016, [redacted] took possession of her new [redacted] washer. There are parts that were shipped to [redacted] home that we would like to pick up so that we can return them to the manufacturer. We ask that [redacted] contact [redacted] so that we can make arrangement to pick up the parts. Since we have noted that [redacted] has had her washer exchanged and have noted our request to have the parts returned, we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]

Why I will never hire Sears home improvement again.
Issue 1 – The Salesman lied to me and messed up the order. He said I would receive bonus points I could spend on my kitchen before it was installed.. He forgot to order my whatnot shelf and if I had not had a copy of an email reminding him of that which was sent on the same day as the order I would not have received it.
Issue 2 – It takes 4 people to finally get the items that I ordered. The salesman messed up the height of the cabinets, the measurer failed to take into consideration the footprint of my floor [although they did replace my floor at their cost], I had ordered one cabinet with doors on both sides and it took months to get that figured out. My original order was placed on 12/27/2014 and the installation did not start until 03/06/2015. And yes I did approve drawings etc. along the way but the main issue that the salesman forgot about was industry standards; the cabinets he ordered would have been too close to the countertop.
Issue 3 – The factory sends out defective products. When my shipment came one of the pantries was broken and 2 of the doors were scratched. The replacement of these items came from a different stained batch and they are darker and they do not match my items that came in the first batch. It is true that I signed a paper saying their could be some stain variation BUT if all of the items had been correct in the first batch then there would not have been an issue with the staining…that is Sears fault, not mine.
Issue 4 – Missing Items – items missing from my order were the previously above mentioned shelf, the handles and the whisper glide hinges for my pantry that was replaced because the original was broken.
Issue 5 – Irresponsible contractors after the sink and counters were installed and I could finally put my kitchen back together I tried to use my dishwasher. The first issue was that it was direct connected to the garbage disposer so in order to wash dishes I would have had to leave my garbage disposer running, the second issue was that my dishwasher wasn’t draining and they had neglected to remove the flap from the garbage disposer that let the water run out.
Issue 6 – Timing – every time you have to order something to replace what isn’t correct in the first place you have to wait at least 3 weeks to get a replacement sometimes more. They tried to replace my doors that were too dark twice unsuccessfully and I finally accepted a $100 credit because of this only because we are pushing a year since this kitchen was ordered and I am still having issues.
Issue 7 – Some of their sub-contractors are not trust worthy – one of the contractors used some of my supplies for their equipment without my permission. It wasn’t anything expensive but they should have asked me. All Sears said they could do would be to tell their boss.
Issue 8 – The issue didn’t stop with the Kitchen people.. I ordered a new gas stove with my above mentioned points which I finally got after the kitchen was nearly complete. I had an electric stove before and noticed I had a gas line behind there so I called the HVAC people [not Sears] and they replaced it. With considerable time and expense on their side they installed a flexible line that would fold up into my wall so that the stove could be pushed most of the way back. When the stove was delivered it sat about 5” from the wall and the guy said that was the best he could do. I pondered and took my 61 year old body and a flashlight up on the counter and looked down to ensure I was right about the flexible hose and I was. So I called Sears back and they sent out a couple more guys and they managed to get my stove within 2” of the wall. This doesn’t sound like a lot but those 3” are precious.
Issue 9 – They don’t do what they say they are going to do – I am sitting on my last straw. Today is 11/13/2015 – nearly 11 months after I ordered my kitchen and the last thing we have to do is get that $100 credit processed. I was told that I would be receiving a gift card and it would take a while. So instead they put a $100 credit on my Sears home improvement card – and I am here to tell you that I will NEVER use Sears Home Improvement again so that is like throwing money in the trash. I hope this get settled before we make our one year anniversary.
And lastly I realize this seems like a lot of writing but believe me this is the short form.

September 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94569503 - Clark [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr....

[redacted] complaint regarding his dissatisfaction with the delay in refund process for Mr. [redacted], his father, cancelled order for a refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] and Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We apologize that Mr. [redacted] was not informed by the store associate that in order to place the online order for the refrigerator, his cash purchase would be transferred to a gift card purchase. Regrettably, online transactions cannot be processed with cash. When Mr. [redacted] cancelled the online order due to the delivery delay, our system will automatically issue a refund in the same method of payment; which in Mr. [redacted] case was a gift card. Our records indicate that the order was cancelled on August 10, 2015 and the gift card refund was issued on August 12, 2015. Our records further indicate that Mr. [redacted] and Mr. [redacted] called multiple times to inquire about the refund and requested a bank check instead of the gift card. We apologize that he was not informed that once the gift card was received, the store where the purchase was made would have to process the cash refund. Upon further investigation, the notes indicated that on August 23, 2015 the store notified our Online Customer Service that Mr. [redacted] had not received the gift card. We submitted for a cancellation of the gift card and on September 3, 2015 we processed another gift card that was shipped via UPS.
We contacted Ms. [redacted] and she confirmed that her father received the gift card. They contacted the store and we processed a cash refund for Mr. [redacted] in the amount of $587.40. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com

March 1, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding his online order and request for a prepaid return label and refund.   We would first like to apologize for any inconvenience [redacted] may have experienced with this order. While a return would be acceptable at his local Kmart store we have decided to issue a refund without the return of the item. As a onetime courtesy exception a refund of $26.74 was issued back to [redacted] account. For [redacted] records the return receipt number is [redacted] and he can expect the refund to post to his account within 3 to 5 business days. Since an equitable resolution 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 [redacted]

Contact Name and Title: [redacted]
Contact Email: [redacted].[redacted]@searshc.com
October 23, 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 Mr. [redacted]' complaint regarding the repair of his refrigerator.
Upon receiving Mr. [redacted]' complaint, we would like to apologize that his refrigerator has failed so soon. Per his service records, it appears as though the technician feels that the filter should be replaced. It should be noted that filters are not covered under warranty or protection agreement. That being said, because we value Mr. [redacted]' patronage, we have agreed to give him a gift card in the amount of $50.00 to use towards of a filter. The gift card will be received in 7-10 business days to the address listed on this complaint. Because we have processed a gift card for Mr. [redacted], we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted].[redacted]@searshc.com

Very Dissatisfied. I placed on order online before noon on Feb 4th and paid $20 for next day delivery. I placed and order for a refrigerator start device and needed it as soon as possible. The only confirmation that I had to know I had even placed the order was by the fact I printed the order confirmation and my bank was drafted the total amount. I received no confirmation from Sears that my order was being processed. I had to call the 3 times to be told that my order still had not been process. 5pm on the day I need the part I am being told it has not even been processed. Don’t pay for next day delivery it’s not a guarantee. Don’t expect an email cause that sure won’t happen because it is “system generated”. After being told to wait until 9pm to see if my order arrived (1st call), disconnected on ( 2nd call) and then told my order had not even been processed (3rd call) I will never be ordering from Sears online again.

May 23, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
[redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent repair of his lawnmower.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Carry-In Customer Escalation Lead. [redacted] spoke with [redacted] and agreed to send a new blade along with a $25.00 gift card to cover 33% of the labor charge.  That being said, because we have provided [redacted] with an agreed upon resolution, 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]

We purchased new Kenmore Elite stove, fridge, dishwasher, garbage disposal, micro, washer and dryer in 2012 for our new home being built. Also purchased a 3 year protection plan for 3 yrs on the suggestion of salesman for the stove, fridge and washer (all that have major computers that could go out). We had the first issue with fridge in the first several months, er1f code which the water and ice dispenser quite working. We had the same issue 3 more times while under warranty, which we paid a total of $2211 for the warranty for the 3 items. Now, the warranty is out and low and behold we have er1f code again and I am going to have to pay them $95 trip charge plus repairs for this problem, even though it is the same ongoing problem that was never fixed in the first place. The technician even told us the last time he was out that "LG made this fridge for Sears and they were all aware of the problem" and he would do a "temporary fix" until they come up with a permanent fix. He said "the problem will happen again". The cost of this fridge was $3300 to begin with. Add the cost of the protection plan...which didn't protect us from ANYTHING and now I have to pay the technician to fix the issue that was never fixed in the first place. NO, WON'T BE RECOMMENDING OR PURCHASING SEARS PRODUCTS EVER AGAIN! This complaint is also going to the Ohio Attorney General Mike [redacted] on Monday when his office opens 1/4/15

January 12, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]
[redacted] Dear [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her online order experience and non-receipt of a refund for the items she did not receive.   We would first like to apologize for any inconvenience Ms. [redacted] experienced with her online order. After reviewing the notes and researching her order we found that Ms. [redacted] was charged for the items she did not receive. As such, we have processed a refund of $55.71 back to her [redacted] account ending in [redacted]. For Ms. [redacted] records the return receipt number is [redacted] and the credit should post to her account within 3 to 5 business days. Should Ms. [redacted] have any questions regarding her refund, she may contact me directly via email at [redacted] 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] concerns and respectfully ask to have this matter closed.     We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

April 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the...

problems she encountered when she attempted to return her dehumidifier after the 30-day return period had expired. As clarification, Sears does have a 30-day Satisfaction Guarantee period on most items. A customer has 30 days from the date of the original purchase to make a return, with some exceptions listed on our return policy. Our return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchase. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a small appliance purchase. According to our records, [redacted] purchased the dehumidifier on a layaway plan that was initiated on August 17, 2015 and the merchandise was picked up on December 7, 2015. [redacted] had over 3 months to inquire about our return policy. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. Accordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request. Again, 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 Complaint Specialist Sears Holdings Corporation [redacted]

Sales personnel are putting high pressure on customers to purchase extended warranties with the promise of getting free checkups on appliances and that they will cancel the warranties before year if you call them. Then you get told that you have to call the company but yet you are never given any paperwork on who the company is, what is covered and when or if you can cancel at all. Then you are sold parts and told that you can cancel by the end of October but then when you try they tell you sorry it's past 30 days and we don't offer any type of store credit. I am an elderly retired veteran and I will tell all my military and elderly organizations that Sears is not an elderly or veteran friendly organization. Still trying to find out where I have to get that extended warranty canceled.