Sears Holdings Corporation

Initial Business Response /* (1000, 11, 2015/07/27) */
July 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms. [redacted]
We have completed our investigation of Mr.[redacted] complaint...

regarding service coverage of his 2012 refrigerator.
We would like to take a moment to mention that our research of Mr. [redacted] service history did show one service for his ice maker in November 2014 that was done at no charge to him. This service order was created incorrectly showing that his refrigerator was purchased in January of 2014 therefore showing that it was still covered under a manufacture warranty in November of 2014 causing the service to be done at no charge to him. That being said this is the only service that we show was ever preformed on his refrigerator. It is possible that Mr. [redacted] may have an extended warranty with his builder as he states in his complaint, unfortunately Sears will not have this information and he should consult with his builder.
That being said, since we show only one service for his 2012 refrigerator on November 6, 2014 and no other contact until July 16, 2015. This is eight months after the November 2014 service. Since we show no issues from 2012 to 2014 and then again no issues from November 2014 to July 2015 we do not feel this is a manufacture defect as this would have shown up with the first few months of ownership. We show no issues with this make and model refrigerator. Any services for Mr.[redacted] refrigerator will be his responsibility.
It is important to note that in the warm months of summer it may be needed to lower the temperature in the freezer to assist the ice maker in functioning properly. Mr.[redacted] owner's manual goes over this in the troubleshooting section. Since we have explained why we will not be offering a free service for Mr.[redacted] refrigerator we have closed our 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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com

February 15, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  [redacted]       Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding a recent [redacted] cell phone promotion.   $100.00 worth of points were added to Mr. [redacted] account as of February 1, 2016. We apologize for any misunderstanding. In light of the aforementioned information, we respectfully ask that this matter be considered closed.   Again, we apologize to Mr. Dodson 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, 6, 2015/10/14) */
October 14, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]

Dear Ms.[redacted]
We have completed the investigation of Ms.[redacted]...

complaint regarding her dissatisfaction with the service provided by the auto center and her allegation that she was over-charged for a part.
Upon receipt of Ms.[redacted] complaint we reached out to [redacted], Auto Center Manager for Store[redacted], to assist with Ms.[redacted] concerns. On October 8, 2015, Mr. [redacted] contacted Ms. [redacted] and discussed her concerns regarding the service provided on her vehicle. As a good-will gesture, Mr. [redacted] offered to issue Ms. [redacted] a refund of $54.96 for the difference in price for the ERG valve. Ms. [redacted] accepted the offer and stated that she would stop by the auto center to receive the refund. With that being said, since we have provided Ms. [redacted] with her desired resolution, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They responded to the complaint very well and give me refund for the expense of making sure I was given better customer service. I am very pleased with how they dealt with the issuw and now I am a happy customer again.

Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
September 24, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94569442 - Bettie [redacted]
Dear Ms....

[redacted],
We have completed the investigation of Ms. [redacted] complaint regarding her online order.
After researching the complaint filed and the online order notes, we found that Ms. [redacted] placed an order with a Third Party Marketplace vendor, [redacted].com. When the item was returned a refund attempt was made on August 18, 2015, however there was a system error which caused the refund to fail. We apologize for the delay in receiving the refund in question and can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. With that said, the refund was re-processed today September 24, 2015, and Ms. [redacted] can expect to receive the full refund within 3 to 5 business days or by October 1, 2015. Should Ms. [redacted] have any further questions or concerns, she may contact me via email at Eligia.[redacted]@searshc.com. In the interim, since the refund has been re-processed, 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 Specialist
Sears Holdings Corporation

October 31, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
class="InsideAddress"> Re:  #[redacted]–Luisella [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator.
 
Ms. [redacted] has since filed a 93A complaint according to the laws of her particular state. As such, the information has been forwarded to our legal department for consideration. Since it is our policy that we do not comment on matters undergoing possible litigation or legal proceedings, 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
Sears Holdings Corporation
([redacted]
Tammie[redacted]@searshc.com

January 28, 2016
 
0in 0pt" class="InsideAddressName">[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 his recent visit to one of our stores.
 
Upon receiving Mr. [redacted] complaint, we researched his concerns and found that the coat he purchased was from one of our Marketplace vendors online.  With Marketplace vendors, all returns and exchanges have strict policies for returns as they go through the third party vendor themselves.  Unfortunately, as Mr. [redacted] is outside of his return period and because the coat was purchased from a Marketplace vendor, we are unable to return the coat.  It should be noted that Mr. [redacted] has a packing slip that specifically states not to return the item to the store.  As for the employee cursing at Mr. [redacted], we apologize that this happened in one of our stores.  Upon further investigation, it was reported that Mr. [redacted] became escalated in the store and a customer stepped in as he felt that Mr. [redacted] was being rude to our associate, [redacted].  That being said, because we have addressed Mr [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]

May 31, 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...

regarding the problems she encountered when she attempted to return a pair of shoes after the 30-day return period had expired.
As clarification, Kmart 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. We investigated and discovered that the following verbiage is printed on the bottom the store receipt, “Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions”. Our return policy is also available online at Kmart.com, posted at the registers in our stores, at our customer service desks, 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.
Since Ms. [redacted] purchased the shoes on April 10, 2016 and attempted to return the purchase on May 14, 2016, she was clearly over our 30 day return period. 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. If we made an exception for Ms. [redacted], 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]’s request.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

September 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
This letter will acknowledge receipt of the above referenced customer's follow up...

complaint, which was referred to our office for response.
This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]

November 21, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Mrs. Vicki [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mrs. [redacted] complaint regarding her recent online order experience and request for a full refund.   It is unfortunate that we failed Mrs. [redacted] expectations when she attempted to have this matter resolved. We value her patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. 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 the order, we found that the product had been returned to the local store. As such, it is the store that would then need to issue the refund. Accordingly, on November 7, 2016, the local store was able to process the refund of $241.82 and the haul away fee was refunded on November 15, 2016. Additionally, we hope that in the future Mrs. Graff will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since we have confirmed that 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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

June 28, 2016
 
 
 
 
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
 
Our File No: [redacted]
Revdex.com File No: [redacted]
Via: Revdex.com Website
 
Dear Ms. [redacted]
 
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr. [redacted]  In reply to Mr. [redacted]’s rejection of our update from 06/21, SHIP is still waiting for the color pictures from the inspection report Mr. [redacted] had completed.  Mr. [redacted] advised me on 06/14 that he would be sending the color pictures to me via mail. This was necessary as you cannot see all of the issues in the black and white pictures provided.  To date, I have not received the color pictures. 
 
Mr. [redacted] also emailed me on 06/27 stating we will be receiving a letter from his attorney.  At this time as Mr. [redacted] has advised us that he has retained an attorney, we will have to close our file with you due to confidentiality requirements. We will no longer respond to the Revdex.com regarding this matter. At this time we respectfully request that you close your file also.
 
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted]
 
Sincerely,
 
 
 
[redacted]
SHIP/HI Regulatory Complaint Specialist
 
cc: [redacted] via 1st Class Postage

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]
class="InsideAddress">  Dear [redacted]   We have completed our investigation of [redacted] complaint on her 2007 gas [redacted] dryer.   Upon receipt of [redacted] complaint we reached out to the service unit to have a senior technician scheduled to investigate the dryer and her allegations that it was leaking. When our service unit was able to make contact with [redacted] she stated that she no longer had the Dryer. Since [redacted] no longer has the Dryer we are unable to reassess the dryer to either confirm or deny the allegations that our service technician misdiagnosed the dryer.   As for [redacted] complaint regarding charges for the service. Our records show that when [redacted] called for service on June 15, 2016 she purchased a Service Smart Agreement for $209.99. This is a service agreement that is available to our out of warranty customers. Service was completed on June 21, 2016. [redacted] then called on June 24, 2016 and cancelled the Service Smart Agreement and received a refund of $120.99 which is the amount left over after the trip fee of $89.00. Since [redacted] cancelled the agreement any and all service charges are deducted from the cost of the protection agreement before a refund is provided. Since [redacted] no longer has the dryer and we have no way of confirming or denying [redacted] allegations of a misdiagnosis and we have explained the refund process we have closed our case.   We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.     Sincerely,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

July 30, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2**6
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Joel [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our customer service in response to his request for a refund for tires he ordered on sears.com.   It is unfortunate that we failed Mr. [redacted]’s expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, our records indicate that Mr. [redacted] visited our Sears Auto Center on June 16, 2016, and was issued a full refund on that date.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We hope that in the future he will allow us the opportunity to provide him 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]’s comments and the requested resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-[redacted] Ext. [redacted]

November 3, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]We have completed our investigation of [redacted] complaint regarding her new refrigerator....

On receipt of [redacted] complaint we reached out to the service unit and they confirmed that a new freezer door was ordered for [redacted] refrigerator. The new door was delivered and installed on October 26, 2015 and [redacted] confirmed with the service unit that the ice maker was well. As it is our understanding that this repair has addressed [redacted] issues and was acceptable to [redacted] we have closed our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]

October 20, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Mrs. Jamie [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request for a refund.   Hunter [redacted], Regional Manager for Unit 5457, provided the following response:   It is unfortunate that we failed Ms[redacted] expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint. 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 researching further, we found that the merchandise was not removed from the system when Ms. [redacted] initially called in to cancel the order. The cancelation was due to the delivery date changing. The store still showed the sale as active. Fortunately, we were able to have this canceled so the refund could be released to Ms. [redacted]. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, 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,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

December 26, 2015     [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 her recent online order experience and non-receipt of a refund.   It is unfortunate that we failed [redacted] expectations as we value her patronage. We can understand how the series of events detailed in her complaint has caused him to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After forwarding this matter to our Online Gift Card group, they indicated that a new refund gift card would be sent out on December 23, 2015. The gift card shipped out via [redacted] to the billing address and normally would arrive within 5 to 7 business days from the aforementioned date. However, due to the holidays we estimate that the arrival time will be approximately on December 7, 2015. We truly regret any inconvenience [redacted] may have experienced.  Additionally, we hope that in the future [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 [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

Revdex.com:
SEARS needs to review the Online Listings since the Part Numbers all show the Gladiator 48" Number. More attention to detail is required. Not a good way to sell a product when you cant even identify it correctly.
These are sad days.
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,
Eric [redacted]

October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
** [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item.
Upon receipt of [redacted] complaint we reached out to [redacted], Store Manager for Kmart Store [redacted] to assist with [redacted] concern. [redacted] stated that when [redacted] returned to the store she claimed that the television was not wanted anymore, and requested a refund. As clarification, it is standard procedure to inspect the returned merchandise and compare the serial number on the unit to the serial number listed on the box. Our sales associate discovered that the serial numbers did not match and declined [redacted] request for a refund. We instructed [redacted] to return within our 30-day return period with the television that was sold in the box with the matching serial number and we would issue a refund.
As for [redacted] claim that the product was repackaged, [redacted] also confirmed that the store does not sell previously opened boxes at full price. Therefore, the box was sealed when sold. With that being said, Ms. Russell's request for a refund has been denied. Since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to Ms. Russell and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

So I order I 3 piece simmons sectional off sears.com on November the 10, Today November the 12th I was so excited about the sectional until I see the polite delivery drivers bring in only 1 piece of a 3 piece sectional. They leave I called customer service hotline first was in I was told that I will receive an email in 3-5 business days telling me when I will be receiving a new delivery date I agree and hung up so upset I called back in tears I talk to Homer he connected me with a nonchalant woman name Sam she then yokd me she was sorry and that I have to wait 48 hours to receive a call telling me my new deliver date that sounded a little better right ? Wrong I then hung proceed to look for corporate email which is not listed, I called the number under for complaints I then talk to a very rude woman who connected me with her warehouse manager who then told me I would receive my furniture on December 6 2016 which is completely unacceptable I was on the phone 45 mins and still no compensation or no humanity. This inconvenience my plans that I had coming up due to the mistakes of Sears and there mix ups. I'm very dissatisfied and sad and angry I will never order anything from this company again all I want is my couch and some time of compensation for my troubles of having to wait 3 weeks for a couch that came in 2 days. Like where is the rest of the couch why? Why was it not check before it was sent out? Why wasn't I inform about this mix up? And why does it take 3 weeks for something that got here in 2 days like where is the rest of my things. I paid my money in full they took it out my account with no problems and all I want is my sectional this is horrible I'm very sad and dissatisfied.

April 20, 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 he encountered with the delivery of his refrigerator and the return the hose he had purchased; as well as his request for a price adjustment on the refrigerator. It is unfortunate that we failed [redacted] expectations when he recently scheduled a refrigerator delivery. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We also apologize that [redacted] was misinformed that the purchase of his exchange sale did not qualify for our 30 day price protection. We would like to clarify, that our price protection is guaranteed 30 days from the original purchase date. If a consumer exchanges for the same model (due to damage or defect), then it would not qualify. However, [redacted] did select a different model, therefore, the purchase would qualify for the price protection; $49.00. As for the return of the hose, our return policy is also 30 days from the original purchase date. [redacted] did attempt to return after our 30 day return period had expired and did not qualify. As a good-will gesture, we offered to issue [redacted] a credit for the hose as well; 10.98. On April 19, 2016 we issued [redacted] a total credit of $64.93 to his credit card ending in [redacted] The credit should post to his account within 3-5 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. 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]

Initial Business Response /* (1000, 5, 2015/08/03) */
Contact Name and Title: [redacted]
August 3, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our...

investigation of Ms. [redacted] complaint regarding her dissatisfaction with her local [redacted]
Upon receiving Ms. [redacted] complaint, we contacted Store Manager [redacted], for assistance. Ms.[redacted] responded that she tried to assist Ms. [redacted] when she initially came into the store to return the air mattresses. Ms. [redacted] did not have a receipt, so as a courtesy Ms.[redacted] attempted to locate the receipt in the Point-of-Sale system. The sales journals for four registers over a two-day period were reviewed, but the sale could not be located. Ms. [redacted] then said that she thought that her husband had paid for the air mattresses with a debit card and would return to the store with the account information; however, she never returned.
At this time, we are unable to exchange the air mattresses or issue a refund to Ms. [redacted]. In accordance with [redacted]s Return Policy, an exchange or a refund can only be provided with a receipt. Additionally, certain items, such as air mattresses are only eligible for an exchange with a receipt. With that said, since Ms. [redacted] is unable to comply with the terms of [redacted]s Return Policy, we are unable to honor her request. As this decision is final and commensurate to the circumstances, we ask that this matter be closed.
We appreciate the opportunity to address this matter.

Sincerely,
[redacted]
Regulatory Complaints Specialist