Sears Holdings Corporation

March 30, 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 the pricing of an item he wished to purchase.     [redacted] Store Manager, provided the following response:   We have spoken with [redacted] and he was provided with a resolution that he found to be acceptable.  Should [redacted] have any further concerns, I ([redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain 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 Complaint Specialist Sears Holdings Corporation

Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
October 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94572765- Ravi [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s rebuttal regarding the repair of his refrigerator.
We have received Mr. [redacted]'s rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the service he received, we are unable to grant his request for additional compensation pain and suffering or food loss. We would like to note that Mr. [redacted] is not covered under any type of extended protection agreement and thus is not eligible for food loss. As for pain and suffering, Sears does not compensate for stress due to work performed. We can, however, assure Mr. [redacted] that we have escalated his concerns so that the agent who allegedly spoke rudely to him will be coached so that this type of customer service does not occur in the future. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted]'s case we do apologize that we failed his expectations, but we feel that exchanging his refrigerator is relative to the circumstances and our decision is final.
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

July 18, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her online order experience and request for a refund.   It is unfortunate that we failed Ms. [redacted] expectations and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online processed a full refund on July 8, 2016. Ms. [redacted] should receive the credit of $40.38 back to her [redacted] account ending in [redacted] within 3 to 5 business days. 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

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

the problem she encountered when she attempted to return her purchase 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. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. All returns require a receipt and may be looked up in the store. Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details. Ms. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] made her purchase on August 29, 2016, and then tried to return it on October 1, 2016 she was over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms[redacted] when no one else has received one. Ms. [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Store Manager [redacted] advised the tool Ms. [redacted] is also a clearance item and will no longer be sold at the store. Mr. [redacted] confirmed that the wood chisel is still at the store waiting for Ms. [redacted] to pick it up since we cannot accept it as a return. Ms. [redacted] should pick up the tool within 14 days; whereas, Sears cannot not be responsible for any items left at the store. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Seelig
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com

August 5, 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 with the refund she received for the return of the laundry center.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We researched the case notes related to the purchase and the return of the Ms. [redacted] laundry center. According to our records, Ms. [redacted] purchased the laundry center on July 1, 2016 with a bank check and it was delivered on July 6, 2016. Ms. [redacted] called on July 8, 2016 and requested to return the laundry center. Regrettably, the associate that processed the return informed Ms. [redacted] that the credit for the return would be issued to the credit card number that Ms. [redacted] provided him. On July 13, 2016 Ms. [redacted] called again to check the status of the refund and a research was submitted. During the research, it was discovered that Ms. [redacted] had initially paid with a bank check and not with the credit card she had provided for the refund. We would like to clarify that refunds are issued as the original form of payment; payment with cash or check will be issued a refund in the form of a bank check. Since Ms. [redacted] original form of payment was with a check, the refund that was issued to her credit card on July 14, 2016 was reversed. We apologize that Ms. [redacted] was not contacted regarding the credit reversal which would have prevented an overdraft issue. Once the credit was reversed, we mailed Ms. [redacted] a bank check in the amount of $1,160.94. The credit reversal did not post to Ms. [redacted] account until July 19, 2016.
On August 1, 2016 we contacted Ms. [redacted] to discuss the overdraft charges she incurred due to the credit reversal. We requested that she provide us with documentation of the overdraft charges and we would reimburse her for the fees. Ms. [redacted] stated that she did not want to go through all that and she disconnected the call. We also sent Ms. [redacted] an email and requested the same, but she did not respond. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

[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 his dissatisfaction with our customer and repair services.   We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted.  We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenience. Repairs were completed on January 23, 2017 on Mr. [redacted] dishwasher. We are processing a refund of the $8.35 part Mr. [redacted] paid for and we have also processed a $50.00 gift card for customer satisfaction reasons. Mr. [redacted] should receive both the gift card and the refund within 7 to 10 business days. We respectfully ask that this matter be closed, since we have repaired Mr. [redacted] dishwasher and noted his candid feedback.   Again, we apologize to Mr. [redacted] for this issue 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]

May 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his...

dissatisfaction with our appointment availability in his area for the repair of his tractor. It is unfortunate that we failed [redacted] expectations when he recently scheduled a tractor repair. We understand his concern about the length of time to service, especially with an item that may be used quite often during this season. We want to assure [redacted] that his feedback regarding the service availability in his area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further. We contacted [redacted] and he confirmed that he would not be available for the May 13, 2016 appointment. As a good-will gesture, we arranged a service appointment that would fit both our schedules. [redacted] agreed to schedule service for May 20, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time. 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 9, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL  60611[redacted]       [redacted]We have
completed our investigation [redacted] complaint...

regarding her dissatisfaction
with Sears Home Services.First,
we would like to apologize to [redacted] for failing her expectations in regard
to the repair of her range. Additionally,
we would like to assure [redacted] that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network.   We do
not take these matters lightly and appreciate the opportunity to address the
customer service/scheduling issues outlined within [redacted] complaint, so
that future problems can be averted.  On November 6, 2015, the
technician returned to [redacted] home to install a new panel.  The technician noted within the service order
that the old panel was scratched; apparently damaged while cleaning.  [redacted] was advised that in the future
such damage would not be covered under her Master Protection Agreement
(MPA).  After the panel was replaced, the
technician closed the service order; [redacted] was not charged.While we empathize with
[redacted] we are unable to compensate her for lost time.  With that said, our records show that a
$50.00 check was processed on October 29, 2015, by our Protection Agreement
Department, as requested by [redacted] in lieu of the $50.00 gift card that
was previously offered.  In summary, since
we have completed the repair to [redacted] range, albeit later than
expected, and documented her concerns with the repair process, we ask that this
matter be closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist

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

60611
Re: Jason [redacted] #9457[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Service sand repairs to his refrigerator.
We have processed an in warranty exchange and Mr. [redacted] new refrigerator has been ordered and is scheduled to be delivered to his home on September 25, 2015. There was no additional cost to Mr. [redacted]. Since it is our understanding that Mr. [redacted] was satisfied with having his refrigerator replaced, we ask that this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com

August 4, 2016
Nita [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]’s...

complaint regarding his dissatisfaction that the refrigerator failed too soon and the problems he encountered with the exchange.
It is unfortunate that we failed Mr. [redacted]’s expectations when he recently requested an additional exchange of the refrigerator. We value Mr. [redacted]’s 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 Mr. [redacted] may have experienced. We want to assure Mr. [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 Mr. [redacted]’s complaint we research the notes on the online order and delivery notes regarding the refrigerator. On July 19, 2016 we contacted Mr. [redacted] and informed him that we were unable to locate any notes offering or the processing of a second exchange on the refrigerator. However, there were notes that he called on July 5, 2016 to check the status of the exchange and was told there was no order in the system. For customer satisfaction, and due to the fact that the delivered refrigerator was having the same problem, we offered to process another exchange. Regrettably the model Mr. [redacted] preferred was not available and he selected another model. The exchange was processed and the expected delivery date is set for August 9, 2016. For his inconvenience, we also offered to add $150 worth of Shop Your Reward Points to Mr. [redacted]’s account. He accepted the offer and the reward points were added on August 4, 2016. Since we have provided Mr. [redacted] a resolution that met with his approval, 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,
Matilda Seelig
Regulatory Complaint Specialist
Sears Holdings Corporation
512-248-7954 direct
[email protected]

April 14, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]     ...

[redacted]   We have completed the investigation of [redacted] complaint regarding a recent purchase.     Store Manager [redacted] provided the following response:   We apologize that this was not handled correctly initially and we want to thank [redacted] for bringing the matter to our attention. We have taken steps to prevent any further such occurrences. That said, we were able to speak with [redacted] and he indicated that we provided a resolution that was satisfactory. In light of the aforementioned information, we respectfully ask that this matter be considered closed.   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] Specialist, Regulatory Complaints [redacted]

Revdex.com:Best Home Furnishings was very proactive on the complaint I filed against them in Indiana.  Even though, the repair was supposed to be handled by Sears, [redacted] called immediately after the complaint was filed. They then emailed me instructions and sent me replacement parts.  It was as simple as unplugging the defective remote and plugging in the new. This happened August 30.  Sears sent me round and round to 7 different phone numbers.  I was tired of waiting on them, so I took [redacted]s recommendation.  
 
This can be closed out, but not because I was satisfied with Sears response, but because the chair was fixed by me with [redacted]s help. 
Sincerely,
Lanny [redacted]

I ordered a tv on Nov. 28, then immediately cancelled the order online and called the appropriate phone number, was told I would receive my refund of about $370 within 5 business days. It's been 10 days now and 7 different people in Sears cust. service have given me the runaround. I will never shop at Sears or Kmart again and recommend that everyone else do the same.

Just updating my complaint re: a tv purchase from 11-28 in which I was supposed to get a refund because I cancelled the order. Refund was supposed to come in 5 business days. After 2 phone calls, 7-10 e-mails and a live chat, and after a Revdex.com review and a FTC complaint , and 2 full weeks later I finally got my money back. For that I am happy, but Sears has horrible customer service and I won't shop there again.

November 24,
2015[redacted]RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted]We have
completed our investigation of [redacted] complaint regarding the...

installation
of her water heater. Unfortunately, it
seems [redacted] received two damaged units. We apologize for any inconvenience
she may have experienced as a result. While we are not able to reimburse any
consequential or incidental damages she may have incurred as a result, we have
issued a refund for half of the basic installation fee she paid as a courtesy.
This credit for $150.00 should reflect on her account within 3-5 business days.
According to [redacted] the contractor that performed the installation,
they inspected the unit on November 4, 2015 and found it to be sound. In light
of the aforementioned information, we respectfully ask that this matter be considered
closed. 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 SpecialistSears Holdings
Corporation[redacted]

January 21, 2017   [redacted]
class="InsideAddress">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 delay in receiving her replacement refrigerator.   It is unfortunate that we failed Ms. [redacted] expectations when she recently received was approved for a replacement refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly.    Upon receiving Ms. [redacted] complaint, we reviewed the notes in our delivery system.  Unfortunately, the delivery was rescheduled because the refrigerator that Ms. [redacted] selected was a special order item and the manufacturer, Samsung, was unable to fill the order as anticipated.  With that said, our records show that the delivery was completed on January 19, 2017.  As a conciliatory gesture for the delivery delay, even though the delay was through no fault of Sears, we have processed a six-month extension to Ms. [redacted] Master Protection Agreement; the coverage now expires on February 20, 2019.  Since we have completed the delivery of Ms. [redacted] refrigerator, albeit later than expected, and provided her with the aforementioned compensation, we ask that this matter be closed.   We sincerely apologize for any inconvenience we may have caused Ms. [redacted].   Sincerely, [redacted] Regulatory Complaints Specialist

January 29, 2016
0pt" class="InsideAddress"> 
 
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL  60611
 
[redacted]
 
[redacted]
 
We have been unable to complete the investigation of Mr. [redacted] complaint regarding his refrigerator that was delivered missing shelves.
Upon receiving Mr. [redacted] complaint, we escalated his concerns to [redacted] Member Experience Office Member.  Ms[redacted] attempted to reach Mr. [redacted] via telephone and has left contact information on his voicemail; however, at this time he has not responded.  We are unable to resolve Mr[redacted]’s issue until we have the opportunity to discuss the matter with him.  Mr. [redacted] may contact Ms[redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue.  In the interim, we will consider Mr. [redacted] matter closed, pending his response.
We apologize to Mr. [redacted] for this issue 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]

Contact Name and Title: [redacted]
October 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] - # [redacted]
Dear Ms. [redacted]:
We have been unable to complete the...

investigation of Ms. [redacted] complaint regarding her refrigerator repair.
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator repair. Since receiving Ms. [redacted] complaint on October 12, 2015, multiple attempts have been made by [redacted] with unit [redacted] to contact her to discuss this matter and move up service. Several messages have been left since we were notified of Ms. [redacted] concerns over a week ago; however, Ms. [redacted] has not returned any calls to date. We value Ms. [redacted] patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms. [redacted] at ([redacted] at her earliest convenience. Our records show that Ms. [redacted] is currently scheduled for service on October 23, 2015. With that said, since we have documented Ms. [redacted] concerns and made a concerted effort to reach her, we ask to have this matter closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

Sears.com
Order # [redacted]
Sales check # [redacted]
January 26th, 2016
To Whom it may concern;
I am writing in regards to a recent transaction with your company in which customer service was unacceptable.
On 1/20/2016 we made the purchase of a treadmill at Sears.com for $989.59, of which $169 was for delivery and set-up. The delivery was set for 01/25/2016 4-6:00 pm. After waiting for hours, I received a phone call from the delivery person who informed me he had over 25 deliveries for that day and normally has about 15. He said my delivery would be very late in which I didn’t mind at all, but he was saying it was too much and said he asked his supervisor if he could deliver it the next morning 1/26/2016. I really wanted my delivery but felt bad for the guy so agreed to the 1/26/2016 7-9:00 am delivery. I called the phone number in which a recording said based on my phone number linked to an account it would be delivered 1/26/2016 7-9:00 am, so it was clearly confirmed. I waited until 10:40 am and called, after being transferred around, they informed me that it was in the computer for a Saturday delivery, and said that I was the one who rescheduled it. This is far from the truth, and I am extremely upset. Not only did my order not get delivered, I wasted two days waiting for it, but the woman I spoke to was not willing to do anything to help. To make it worse she told me you don’t even have that product available. I asked how it was available yesterday when the delivery guy was so busy. Apparently it was all a lie as well. My husband called to see what was going on and why I was getting such a run around and he got the same thing, so we cancelled the order.
I will be filing this complaint with the Revdex.com and others.
Sincerely,
Carina [redacted]

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

align="left">  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a dishwasher purchased from the [redacted] Sears Outlet.   [redacted] manager of the [redacted] Sears Outlet provided the following response: The dishwasher noted in Ms. [redacted] complaint is being uninstalled today, January 12, 2017, and will be returned to the outlet center. Once the unit is checked into the warehouse at the store, we will immediately process a full refund. It is important to note that a credit to a credit card will typically post to the account within 3-5 days of processing. If Ms. [redacted] has any outstanding issues that need to be addressed, she can call me at the store by calling [redacted]. 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not been provided an explanation as to how or why these miles were removed without my knowledge from my account.
In addition, the response incorrectly states that I "only qualified" for 8,284 points. This is incorrect. I qualified for 16,000 points.
This also appears to be a pattern in which Sears either removes points or fails to grant points that are owed. I am still owed points from additional transactions in July that were never deposited.