Sears Holdings Corporation

February 11, 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 dissatisfaction with our customer service and non-receipt of a refund for her returned kmart.com order.   It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. 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.  Additionally, [redacted], Manager for Kmart Store [redacted], contacted Ms. [redacted] directly to discuss her concerns.  At that time, Ms. [redacted] confirmed that she had received the refund for her order.  Ms. [redacted] is welcome to contact [redacted] if she has any further questions about this issue or her refund.  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]

Revdex.com:
after about 3 month sears finally sent a tech that actually took the dishwasher apart and found that the heating element was bad lucky he had one on his truck and replace the dishwasher works fine now. It's [redacted] that we had to go thought this to get a simple repair. After month of arguing and being told that their is nothing wrong that we weren't using [redacted] dry or what ever crap being told to turn our water heater up to 130 or 140 degree so our grand kids could be scaled in the shower or that it was just in our head there's nothing wrong with it. what would really make me happy is if they when thought the service call center fired a bunch of dumb [redacted] and trained this "young" [redacted] kids on how to do their job I should add the tech that fixed it was 56 and knew what he was doing. I wish I could remember his name but deserve more a raise. thanks to that man we are good the rest of sears service can [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

May 6, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted] [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding her dissatisfaction with a store substitution for her online order.   It is unfortunate that we failed [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her complaint. We regret that this incident occurred, and we can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, [redacted] Manager for Kmart Store [redacted] contacted [redacted] to offer an apology and a $35.00 store credit.  [redacted] accepted this offer and indicated that it met with her approval.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  [redacted] is welcome to contact [redacted] if she has any further questions about this issue or her store credit.  We respectfully ask to have this matter closed, since we have noted [redacted] comments and an equitable 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]

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

align="left">  Re: Zsuzsanna [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding repairs to her Samsung washer. Ms. [redacted] washer is one of those that has been recalled for repair by Samsung. We recommend that Ms. [redacted] follow the instructions posted on Samsung’s web page. As a courtesy we have noted the link below. Samsung has options available to consumers whose washers are noted in the recall. https://pages.samsung.com/us/tlw/index.html Since Ms. [redacted] washer is affected by the recall, we are unable to further assist her and must refer her to Samsung.  We apologize but we are unable to assist further, that said 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com

I am the owner of a Sears [redacted] Pro Range (Model# [redacted]/Serial# [redacted]). My oven was not heating appropriately and was continuously beeping during the pre-heat time and continued on throughout the entire cook time. Additionally, when the oven would beep, the temperature gauge would drop and therefore the oven never would reach the correct temperature it was set for.
I initially had a service technician from Sears Home Services at my home on February 5th (Technician # [redacted]). The technician arrived as scheduled during the 8am-12pm window. He had me describe the problem and ordered parts he felt were needed. On February 12th another technician arrived (Technician# [redacted]) later than scheduled (requested 8am-12pm window – received notification that a change was made in scheduling and he arrived at 5:30pm). He installed one of the parts ordered as he felt the other part was not necessary. He took the unused ordered part with him and I received the appropriate credit.
Within a few days, it was apparent that only one of the issues I was having with the oven was corrected. I placed another call for service indicating that I was still having an issue. On February 17th, another technician (Technician# [redacted]) arrived and stated that he felt we needed to replace the main PCB board. He ordered the necessary parts and rescheduled for repair/replacement on Tuesday February 23rd between 8am-12pm. I received two telephone calls on Monday 2/22 indicating that service was scheduled for the time frame and date 2/23 between 8am-12pm. I received another email and automated phone call the morning of Tuesday 2/23 indicating that the technician would call when he was on his way. At 10:02am, I received an email indicating that the service call had been rescheduled for Wednesday 2/24 between 1pm-5pm.
I have now taken a total of four (4) days off of work to have Sears Home Services repair my oven. Once I read the email, I immediately called customer service to advise that I could not reschedule my service for tomorrow and that I had taken the day off of work for this repair. I was told that it had not been routed properly as a “helper” was required for this repair and that no “helper” was available for the scheduled date/time of my service. Interestingly, the technician that scheduled this service stated on that day (Feb 17th) that two people would be coming for the repair as it required someone to be at the breaker box. So obviously, this was known in advance and someone within the routing department made an error; an error that I as the customer ultimately pay the price for. Not only do I not have a working Sears appliance, I have lost valuable time at work.
Needless to say, I am furious and utterly dismayed with SEARS at this point. I cancelled the service and requested a refund of what I was required to pay up front $ 659.89. This has to be the worst customer service I have ever experienced. Not only have I wasted my time and used four (4) personal days at work to have my oven repaired, but I mistakenly trusted Sears to be a reputable company to use to repair/fix their own appliance.
In the future, I will most definitely avoid purchasing from SEARS but will also make sure that all my friends/family is aware of the type of product/services received.

October 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569004 - Sanjay [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s complaint regarding his...

dissatisfaction with our customer service and failure to delivery his dishwasher at the scheduled time.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently purchased a dishwasher from Sears. 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. Our records indicate that Mr. [redacted] has been assisted by Strategic Member Support Case Manager Nancy Robinson and our delivery team. As a customer satisfaction gesture, he was provided with a check for $200.00 as he requested. The check was issued on September 20, 2015, and is expected to arrive at the address Mr. [redacted] provided within fifteen business days from this date. If Mr. [redacted] has any further questions about this issue or his check, he is welcome to contact Ms. Robinson at (888)266-4043 extension 31 for assistance. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us an opportunity to provide him with a more satisfying 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 an equitable 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]
1-800-762-3049 Ext. 87741

Sears has established a pattern with providing me (and I’m sure other Veterans, as well) with conflicting, incorrect information regarding Military Veterans receiving a 20% discount for tool purchases placed online at Sears.com and I am absolutely sick of it!
Further more, I have proof of this inconsistency and am providing it here on this open forum for any and all Military Veterans to see how Sears will treat them, as well. I would strongly suggest for any and all Military Veterans to look elsewhere for retailers that have a 1000% clear, concise, established and all-hands understood Military Veteran discount policy. Sears is NOT the same store that our fathers and grandfathers shopped at for their trusted tools. Buyer Beware!!
On May 18, 2016, I placed an online order inside a local Sears store (store #[redacted]) for a woodworking tool in which a manager in the tool department verified my valid [redacted] veteran identification card. The order number was #[redacted]. The “seller” of this tool was Woodcraft Supply, which is a “3rd Party Seller” for that particular woodworking tool who sells it on Sears.com.
Long story short, during the process of and after me completing the purchase inside the store, I spent the next several hours that evening and carried over into the following morning for another several hours on the phone with managers of Sears Member Services department who handle online purchase issues. Their telephone number is (800) [redacted].
Initially, I was advised by a Sears Member Services manager that a manager inside the store could adjust the price and provide me with the [redacted] discount. The store tool department’s manager (store #[redacted]) did make an attempt while I stood there. Ultimately, he advised me that this is a very common issue and that Sears Corporate Office is and has been very much aware of this, but that he was unable to complete the discount because my purchase was from a “3rd Party Seller” and that his computer system inside the store wouldn’t allow it. However, he suggested that if the tool were sold by Sears on Sears.com, that the computer system would allow him to make the adjustment. This inadvertently made me a little suspicious, however I made the purchase anyways.
So as previously mentioned, I spent the next several hours that evening that carried into the following morning on the phone with a couple of different managers of the Sears Member Services department that handles online purchase issues and after being told that my [redacted] discount could not be applied to items sold on Sears.com by a “3rd Party Seller,” I’d had enough and ultimately ended up advising them that I wanted to cancel my order.
My argument was simply that Sears offers a 20% discount to Military Veterans for tool purchases - period. This can be referenced and/or verified at several websites, such as: www.[redacted].com, or even better yet, on Sear’s own website: http://[redacted] or https://[redacted] The simple fact that Sears (on their own proprietary website) sells a tool from a “3rd Party Seller” is not my problem as the veteran. I ultimately purchased a tool that was sold by Sears on their website - period. What’s even more amazing is that – to date – no one from Sears has EVER provided me (and I’m willing to bet any other Veteran) this apparent Military Discount “exception” policy.
Interestingly enough, on May 21, 2016 at 10:56 AM, I received an email from Pam M of the Sears Customer Services who advised me of the following (which has been copied and pasted into this forum):
Dear [redacted],
Thank you for your order with sears.com! I sincerely apologize you were provided with incorrect information in regard to our Military discount.
In regard to Order [redacted], a credit in the amount of $140.60 was issued to your account today. This credit was issued because you were provided with incorrect information in regards to our Military discount.
This credit should be viewable by your financial institution within 72 hours. If you have any questions, please contact your financial institution after that period to verify receipt of the credit to your account. Please note, your financial institution may have processing guidelines for posting credits that may impact the time it takes for the credit to be reflected in your balance.
Thank you,
Pam M
Sears Member Services
….. and several days later, my account reflected the refund of the aforementioned $140.60. Then, on May 23, 2016, at 8:29 PM, I received a second email from Kimble of the Sears Customer Services who advised me of the following (which has been copied and pasted into this forum):
Dear [redacted],
Thank you for shopping at Sears.com!
We are following up on your inquiry regarding Order # ~[redacted]. As per our records, we see that you had requested for order cancellation since the [redacted] discount wasn't applied. Now we see that the discount has been applied. If your inquiry was resolved then no response is necessary, otherwise please let us know if you still want to return the items to assist you further.
If you have any comments or questions, please chat with us now for assistance.
Thank you,
Kimble
Sears Member Services
1-800-[redacted]
I found this follow-up email quite interesting given the fact that I was going to cancel my order, but then miraculously my 20% [redacted] discount was applied. So, I decided it might be in my best interest to keep this email to use as a reference for any future online purchases at Sears.com.
On October 12, 2016 at 4:12 PM, I called Sears Member Services at (800) [redacted] and spoke with Dylan (Badge# [redacted]), who assisted me with placing an order for a tool that I wanted to purchase on Sears.com. The order number was #[redacted]. The “seller” of this tool was Grizzly Industrial, Inc., which is (once again) a “3rd Party Seller” for that particular tool who sells it on Sears.com. During the transaction, Dylan advised me that (once again) a [redacted] discount could not be applied to an item sold on Sears.com by a “3rd Party Seller.” I then advised and provided Dylan with the details of my previous order in May 2016 and respectfully suggested that he essentially verify this in my account history on his computer system, which he did.
After reading through the history, Dylan then suggested to me that once the order was completed, he would have to submit a request to the Customer Member Services online purchase back office for approval of my [redacted] discount adjustment which should take approximately 24-48 hours to go through. Dylan indicated that he would be attaching the following to the submitted request:
1.) My previous order number (#[redacted]) from May 2016 which established that I made a purchase on Sears.com inside a local Sears store (#[redacted]) from a “3rd Party Seller” after a Sears store manager confirmed my valid [redacted] veteran identification card.
2.) The email reply on May 21, 2016, from Sears Member Services manager Pam M indicating that my [redacted] discount had been previously applied after the fact.
On October 15, I called Sears Member Services at (800) [redacted] and spoke with a manager inquiring about the status of my [redacted] discount being adjusted and refunded to me for order #[redacted]. I can’t remember the name of the lady that I spoke with, however during our conversation she reassured me that our conversation was being recorded.
Over the course of the next approximate 45 minutes, she indicated that my request was denied because I was not authorized a [redacted] discount for purchasing a “3rd Party Seller” tool at Sears.com. She further suggested an extremely confusing explanation that regarding the first referenced order in May 2016 that, essentially my [redacted] discount was adjusted after I had received incorrect information and that I was not always guaranteed a [redacted] discount on purchases. I expressed that this in no way made any kind of sense, because if that were the case, then why would my [redacted] discount adjustment be authorized after the fact regarding my May 2016 order.
I don’t doubt and would certainly like to think that Sears will do everything in its power to make this incident right and once again provide me with a [redacted] discount adjustment. But, that’s not the true underlying issue! Whomever on the Sears management team that reads this and acts on it, do the right thing and figure out how to make sure the Military Discount policy is clear, concise, established and understood by EVERY single Sears team member. Additionally and more importantly, make the necessary technical computer corrections for verified Military Discount adjustments to be made at the lowest level – which is the Sears check-out cashier team member.

April 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his...

dissatisfaction with the delay in receiving his refund for the range that he returned. Firstly 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. Upon receipt of [redacted] complaint we reached out to [redacted], Store Manager for Store [redacted] to assist with his complaint. [redacted] investigated and discovered that there was an error in the return processed by our installation team which held up the refund. We have corrected the issue and on April 14, 2016 we issued [redacted] a refund of $2455.57 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]

November 1*, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  #10887355 – Mark [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding alleged faulty brake...

work done at one of our auto centers.  Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to Gary [redacted], Auto Center Manager of Unit# 6364 who states the following:I have spoken to Mr. [redacted] concerning his issues with his brakes. Mr. [redacted] claims the caliper bolt was loose on his 200* Kia Rondo. On 10/21/2015, Sears Auto Center# 6364 completed the 4 wheel brake job and test drove the vehicle. The technician claims all the caliper bolts were tightened with a special ratchet and rechecked prior to the customer getting his vehicle. Upon contacting the Sears Akron, OH store# 6520, the service advisor advised that the front caliper bolt was missing and the other bolt was loose. The bridge of the caliper did not cause any damage to the brake rotor and/or wheel of the vehicle. This is not accurate because a missing bolt would have caused damage to the rotor or wheel. I had originally tried to speak with Mr. [redacted] about this situation and he cannot conduct a conversation without yelling and swearing.  It should be noted that Mr. [redacted] came into the store asking me to sign the papers his attorney had prepared. I declined.  I have tried to call Mr. [redacted] trying to resolve his issues, but he has not returned my phone calls.  That being said, because we have addressed Mr. [redacted]’s complaint, 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,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com

August 23, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Lisa [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s...

complaint regarding her dissatisfaction with the quality of the door handle on her microwave and her request for an exchange.
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]’s service history, and under the aforementioned terms, she did not meet the criteria for replacement.
We would like to note that the MPA does cover cosmetic issues for the first three (3) years of coverage; a peeling door handle is considered a cosmetic issue. The three-year cosmetic coverage period on Ms. [redacted]’s microwave expired on October 29, 2015. We reached out to Ms. [redacted] and informed her that the manufacturer, LG, does not have any recalls or service flashes related to the door handle. We explained that there are many factors that can contribute to the handle issue; the microwave could have been improperly installed if there is not enough height between the range and the microwave; or boiling water directly under using large pots; using abrasive cleaners, steel wool, or gritty wash cloths can also damage the exterior.
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, we offered to schedule service to replace the microwave handle at no charge to Ms. [redacted]; she did not accept the offer. Ms. [redacted] stated her concern that it would peel again and that it is a safety issue. As previously stated, the microwave does not qualify for an exchange. As a good-will gesture, we offered Ms. [redacted] a $100 discount towards the purchase of another microwave from a Sears retail store. Ms. [redacted] did not accept or decline the offer. If Ms. [redacted] would like to accept our offer, she can contact me at ([redacted] or at matilda.[redacted]@searshc.com on or before September 2, 2016. We respectfully ask to have this matter closed pending a response from Ms. [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,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

July 20, 2016
 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL ...

60611 
Re:  #[redacted] – Harriet E. [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the final offers of replacement that were made for her refrigerator and her request to receive a substantial amount of compensation.
 
We would note that the reason Ms. [redacted] was initially offered $500.00 towards her replacement was because that was the maximum amount available under the terms of her Service Smart Agreement (SSA). The amount was later increased to $1500.00 since the decision was made to offer a comparable replacement as a repair was not possible due to the board being lost. This replacement was based on the closest available match to an over 8 year old model that was no longer being manufactured. In fact, there are not as many stainless steel, counter-depth, side by side refrigerators still being made as the market demand has turned more to a three or four “French door” style model. So the amount we authorized was for the highest cubic foot model still made, which happened to be a Kenmore Elite model, which is also an upscale brand like Kitchen-aid. The authorization amount could have been used towards any model refrigerator and not necessarily just that one refrigerator. It was Ms. [redacted]’s decision to go outside the parameters of our offer and to purchase one elsewhere.
 
At this time we would at least be willing to consider reimbursing Ms. [redacted] all or part of the replacement she purchased elsewhere, but in order to make a decision we would need for her to submit the receipt from her purchase. We would also be willing to reimburse the price of the rental refrigerator since the repair, and eventual authorization for a replacement, did take quite a bit of time. However, we would not consider reimbursing her for the SSA she purchased since this is the sole reason we were engaged in repairing her refrigerator and without a repair that could not be completed, we would not have provided her with a replacement. Additionally, we do not compensate for loss of time or aggravation, nor does the Revdex.com handle demands for that type of damages, so we are unable to honor that portion of her request. If Ms. [redacted] can email me the receipts for the rental or the replacement to Dana.[redacted]@searshc.com or fax them to me at [redacted], we will then be able to let her know exactly how much we would be able to offer in total compensation. Without this documentation, no reimbursement will be available. Since we have explained what additional information is needed to proceed with Ms. [redacted]’s claim, we have closed our file pending her further response.
 
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com

October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...

regarding her dissatisfaction with the delivery delay of her online order and the customer service she received.
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted]'s expectations. Our records indicate that [redacted] placed her online order [redacted] on October 2, 2015 and the order was cancelled because of an issue with her credit card. [redacted] called to inform us that her credit card was charged, but we assured her that the charges did go through since the order was cancelled and no receipt was issued for the charges. The order was placed again on order [redacted] and it was cancelled again due an issue with her credit card again. [redacted] conferenced Sears and her banking institute to discuss the issue and the pending charges. [redacted] was informed by her banking institute that it could take several days for the funds to be released back into her account. On October 10, 2015 [redacted] placed order [redacted] using a gift card to purchase the washer and hose again. Regrettably, the there was a problem with the gift card and the order was cancelled as well. [redacted] was instructed to check the balance on the gift card. On October 11, 2015 [redacted] ordered the washer on order [redacted] and the order was processed. It was discovered that the hose had not been ordered and was ordered on order [redacted] The washer was delivered on October 12, 2015.
[redacted] called again on October 13, 2015 to discuss the issues she had with her orders. For customer satisfaction, [redacted] was offered an $80 credit on the purchase and she accepted the offer. With that being said, since we have addressed the issues brought forth in [redacted]'s 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]
[redacted]
[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 10, 2015/06/22) */
Contact Name and Title: MELISSA [redacted]
June 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Noah [redacted]

Dear Ms. [redacted]:
We have completed the...

investigation of Mr. [redacted] complaint regarding his refrigerator repair.
First, we would like to apologize to Mr.[redacted] for failing his expectations when he recently scheduled a repair for his refrigerator. Our records show that a Sears technician returned to Mr. [redacted] home on June 13, 2015, and installed an evaporator fan, completing the repair. While Mr. [redacted] manufacturer's warranty does not provide for food loss compensation, we have processed a check request for $100.00 as a courtesy, which should be received within the next two weeks. However, we are not able to reimburse Mr. [redacted] for lost time or meals he purchased. With that said, since we have documented Mr. [redacted] concerns with the repair process and restored his refrigerator to proper working order, albeit later than expected, we ask that this matter be closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 12, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The 1 year warranty that this refrigerator carries was diminished by over 1 month from the loss of use during the exceptionally lengthy repair process. The purchase price of this refrigerator alone split up over the 12 month warranty period is more than the petty $100 attempt at satisfying my concern. The entire purpose of a warranty and in-home service is to prevent a situation like this from happening. A situation which cost me well beyond the sad response from Sears. I have no expectation that there will be a proper solution presented from such a terrible company. It is in my best interest to make every attempt to never do business with Sears or its affiliates again, and to hope others will discontinue their patronage of the company resulting in a complete termination of business by Sears. Having made no attempt to contact me regarding the issue despite several requests to do so from their phone and web chat customer service, I am left to believe that Sears has no concern for customer satisfaction. Having a Sears location in my home city is now an embarrassment. This is why America is failing in every industry where it was once a leader. There is nothing else to blame other than piss poor customer service and product quality. I am proud to not own many American made products for this exact reason.
Final Business Response /* (4000, 14, 2015/07/02) */
Contact Name and Title: MELISSA [redacted]
July 2, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: Noah [redacted]

Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] rebuttal to our previous response.
Again, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. Understandably, the experience was frustrating for Mr. [redacted] and we would like to assure him that we do not take these matters lightly. As a further conciliatory gesture, our office has purchased a six-month Master Protection Agreement (MPA) for Mr. [redacted] refrigerator; the coverage begins when the one-year manufacturer's warranty expires, November 29, 2015, and will be in effect until May 29, 2016. Mr. [redacted] should receive a copy of the certificate of coverage within the next four weeks. In the interim, he is welcome to call our Service Contracts department at (800) 827-6655 if he has any questions regarding the MPA. With that said, since we have documented Mr. [redacted] remaining concerns and processed the aforementioned compensation, we ask that this matter be closed.
Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist

Initial Business Response /* (1000, 5, 2015/09/22) */
September 22, 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 our customer service and non-receipt of a refund for a dishwasher she ordered from sears.com.
It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have revealed that Ms.[redacted] was assisted by sears.com and Executive Member Services. She received three separate refunds: $19.44 August 26, 2015, $30.00 August 3, 2015, and $572.99 on September 10, 2015. Therefore, the final total of $622.43 was issued back to Ms. [redacted] MasterCard account ending in 2603. Ms.[redacted] is welcome to reply if she has any further questions about this issue or her refund. 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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that Sears did finally refund my money. However, it was only through my constant complaints, phone calls and messages that anything was done. I wonder if I had not been so diligent would my money have ever been refunded? One need only read the comments on the Sears FB page to see that my complaint was only a drop in the bucket of many, many unhappy customers. It is a given that I will never deal with Sears again but how a company can be allowed to treat it customers so poorly again and again is beyond me.

Initial Business Response /* (1000, 5, 2015/07/28) */
July 28, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL XXXXX
Our File No: XXXXXXXX
Revdex.com File No: XXXXXXXX/[redacted]
Via: Revdex.com Website
Dear Ms. [redacted]
This letter serves to...

confirm that Sears Home Improvement Products, Inc. (SHIP) has been in contact with Mr. and Mrs. [redacted]. We have made arrangements to have a third party inspection company visit the home and provide us with a full analysis of the problems with the showers as they are currently installed. We have coordinated with our local office to have a SHIP representative present for the inspection as well. Mrs. [redacted] is aware of and has agreed to this next step.
Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at XXX-XXX-XXXX extension [redacted] or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st Class Postage
Initial Consumer Rebuttal /* (3000, 12, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We still do not accept the response from sears for the reasons expressed in our last response.The third party inspector came yesterday and the deficiencies with the showers were shown to him.Thank You.[redacted] and [redacted]
Final Consumer Response /* (4200, 20, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept sears' proposed resolution.It is just more of the same treatment we have received from the beginning.As I stated previously,Sears hiring and paying a third party inspector was a conflict of interest and biased on sears part.We were not at all surprised by the biased inspectors findings and sears refusal to allow us to have a copy of those said biased findings twice.Just because the inspector said everthing was as it should be does not make it so.Our showers still have the same issues as stated in our original complaint.There is no way we could accept sears offer to install any shower door and address the damage caused by the latest substandard installation until the issues are rectified.Mrs bard was incorrect about the original shower door,the wrong door was installed and sears blamed that on us??Instead of the custom door we recieved we were supposed to get a cheap run of the mill door you can buy at any discount shower door store.Its ironic that the shower door we received in error was the only thing we liked,and was done right on the original install.All that and the totallity of the entire miserable experience we have had with sears goes to show that sears doesn't care about our satisfaction and surely doesn't go the extra mile on anything they have done for us nor the selection of the substandard contractors that have performed the work at our home.If that's sears definition of going the extra mile or trying to satisfation us they are sorely mistaken.One must ask themself,How many times does it take for sears to come to our home and do this job correctly????We have found out the hard way it takes a minimum of three times for one shower and twice for the other and the showers still have issues that sears is still unwilling to rectify in a satisfactory manner.The only satifatory solution at this point as we have stated is the full refund and and removal of the substandard installed produts when we hire a reputable, competent contractor to do what sears has failed to do from the beginning of this nightmarish ordeal.The question people involved in this ordeal need to be asking themselves is, Would you want this quality of work performed in your home?????Sears never even came to look at the original install at all??Why is that????Because sears has no quality control at all!!!!!Why would sears offer me $4500 for me to hire someone to fix their botched jobs???How patient would you have been If sears sent incompetent contractors to install inferior products in you home and repetedly had to come back and rip it out and redue it????We have been more patient with this whole circus like situation than anyone that I know of!Well our patientce wilth this matter is running out.Can you blame us???Mrs[redacted] and nobody at sears has any idea how taxing this process has been for us because they have not lived it as we have.We just want sears to do the right thing for us in this matter,which they have refused to do thus far in this process.Thank You. [redacted] And [redacted].
Final Business Response /* (4000, 25, 2015/09/23) */
September 23, 2015
Revdex.com
Attn: [redacted]
330 North Wabash Ave., Ste. 2006
Chicago, IL XXXXX
Our File No: XXXXXXXX
Revdex.com File No: XXXXXXXX / [redacted]
Via email: Revdex.com website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products, Inc. (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern.
As a gesture of customer service we extended an offer to the[redacted] to send a check for reimbursement of their shower door. The shower door that was originally produced was a custom door which we are no longer able to obtain. The[redacted] were charged for a standard door and not for the custom door. On September 16th, Mr. [redacted] verbally declined this offer. The timeframe allotted for that offer has expired. The offer to reimburse the cost of the shower door is now null and void and will not be reinstated.
While we do regret that Mr. [redacted] is upset, the third-party inspection results are SHIP's product as we paid for the report to be completed. Mr. [redacted] is welcome to hire another inspection company if he so chooses. The results of [redacted] report corroborate the findings of our own local office. There were no deficiencies found in the installation.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value the[redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at XXX-XXX-XXXX x [redacted] or via email at [redacted]@searshomepro.com.

Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: [redacted] via 1st class postage

Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding his purchased washer and dryer.
We would first like to apologize that Mr. [redacted]'s dryer failed to meet his expectations of longevity. 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.
After reviewing Mr. [redacted]'s complaint and our records, we were able to determine that on the day of delivering Mr. [redacted]'s appliances, September 4, 2015, Mr. [redacted] called to inform that the dryer was not working properly and requested an exchange. Due to a delay from the manufacture, Mr. [redacted]'s delivery was rescheduled on several occasions. Our records also show that Mr. [redacted] decided to cancel the order of the dryer and have it picked up. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears' has built their reputation on but understand if this is not possible. At this time, we have closed our files.
We 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 SPECIALIST, regulatory complaints
sears holdings corporation
O: [redacted]
F: [redacted]
imx integrated member experience

My wife and I purchased a washer and dryer from Sears at Memorial City in Houston Texas. The sales process went well, it's great when you are giving them money, but it all went south at the delivery stage. They installed a dryer exhaust tube that was much too long leaving the dryer a foot off the wall in the middle of a small laundry room. The "crew" said that this is how it is done and my wife was left with no recourse at that time. I returned home a half hour later took photos and went back to the Sears store and showed our sales person Juan [redacted] He and I then spent the next hour on the phone with the delivery folks. They said they would send the crew back by that day. After hours went by waiting at home I called the store again and told Juan, that no one had called or come by, he said to keep waiting. Nothing, no one, nada! After wasting a whole Saturday I called on Monday and was told that someone would call and set an appointment. On Tuesday I called AGAIN and after f

Complaint: [redacted]
I am rejecting this response because:
This new mower is a piece of junk. If they read their own online reviews they would see that the issue is a common problem. The mower line should be recalled. Sears does not stand behind their own products and their "policies" are anti-consumer.
 
Sincerely,
[redacted]

June 27, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint...

regarding the problem she encountered when she attempted to return the lawn mower after the 30-day return period.
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. Since Ms. [redacted] mentioned that she ordered the lawn mower online, we would like to note that we provide a link to review the full return policy right below the description of the lawn mower. 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] purchased the mower on May 7, 2016, and picked it up on May 11, 2016 and then attempted to return it on June 15, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the lawn mower is covered by the manufacturer’s warranty for parts and labor. According to our records, the lawn mower has been shipped off for warranty repair. If the technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warranty. In the interim, since we have addressed the issue brought forth in Ms. [redacted] 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

Nita [redacted]s
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Clayton [redacted] #945[redacted]
Dear Ms. [redacted]s:
We have completed the investigation of Mr. [redacted] complaint regarding Sears Home...

Services and Sears Delivery Solutions.
It is first important to note that Mr. [redacted] refrigerator was covered by a Sears Service Smart Agreement (SSA) since it was purchased to cover out of warranty repairs on June 14, 2015. Sears Home Services records indicate that on August 24, 2015, the refrigerator was deemed unable to be repaired and per the terms and conditions of the SSA, Mr. [redacted] was provided with a $500.00 Sears store credit to be used to replace his refrigerator. All Mr. [redacted] needs to do is go to his local Sears and inform his sales associate that he has a store credit linked to his phone number ending in 1578. The sales associate will assist Mr. [redacted] in selecting a replacement unit and will schedule its delivery and hook up. Sears will cover the cost of delivery, hookup and removal of the old unit.
Mr. [redacted] has been in contact with Ms. [redacted] as well as a member of the management team from the delivery carrier that accidentally marked his dryer. The carrier has informed Sears that they intend to make an appointment with Ms. [redacted], at his convenience, to see if they can remove the marker from the dryer. We will be providing an additional update once we have been advised of the results to remove the marker from the unit.
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 [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com