Sears Holdings Corporation

June 29, 2016     [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have been unable to complete the investigation of Ms. [redacted] complaint regarding her online order experience and request for a refund. We have attempted to contact Ms. [redacted] by telephone, but have not been able to speak with her. I have left a message with my contact information, asking for a return call to discuss her issue further. Additionally, we sent an email correspondence as we wanted to ensure that she has received the refund before closing this matter. Until we have an opportunity to discuss this matter with her, we are unable to work toward a resolution. If Ms. [redacted] still requires assistance, she is welcome to contact me at [redacted] or via email at [redacted]. We ask to have this matter closed in the interim, pending Ms. [redacted] response. We apologize to Ms. [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

November 11, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]We have completed the
investigation of [redacted]omplaint regarding her online order...

experience.After researching [redacted]
order, we show that she placed an order with a Third Party Marketplace vendor. For
[redacted] records [redacted] email is [redacted] with the
telephone number of [redacted] and address which is located at [redacted] We have a very comprehensive disclaimer
on our website that sets forth the terms and conditions of ordering from our
site which we have included below:Third Party Advertisements and Links to Third Party Sites We
may display advertisements from third parties on the Sears Site, such as banner
advertisements, pop-up texts, and links to third party sites. We are not
responsible for the content of such advertisements or links, or for any
products, services or other materials relating to such advertisements, any
linked site, or any link contained in a linked site. The display of any
advertisement or link does not imply endorsement by us of the advertisement or
linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR
INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY
USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS
SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH
ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED
SITE.Returns and CancellationsProducts fulfilled by
third party merchants, such as items sold by Sears Marketplace sellers, are
subject to the third party merchant's individual returns and cancellations
policies. If you are purchasing an item from a third party merchant, please see
the third party merchant's page for details.While Marketplace
retailers have their own promotions, shipping charges, and refund, return and
cancellation policies, Sears will periodically review customer feedback for
each seller to determine whether they meet our standards and will be allowed to
continue to advertise on our website. In [redacted]ase, there were multiple
attempts that were made in contacting [redacted]hoes with no resolution.
Therefore, we have decided to submit a request for a refund of the two pair of
boots. [redacted] may dispose of the boots to her discretion. A refund will be
processed within 3 to 5 business days from today’s date. We can assure that her
concerns have been forwarded to management for review so that future problems of
this nature can be averted. Should [redacted] have any questions regarding the
refund, she may contact me directly via email at [redacted]. In the
interim, we have noted [redacted]oncerns 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]

Contact Name and Title: [redacted]
Contact Email: [redacted]
October 14, 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 dissatisfaction with the multiple repair attempts on her refrigerator.
We have received [redacted] complaint and after reviewing her service history, we can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, [redacted] refrigerator is scheduled for repair on October 15, 2015. We tried to get her sooner service but did not have any technicians available any sooner. We are working to correct this issue by hiring additional technicians so that further instances like this can be prevented. As an apology for any inconvenience that [redacted] may have incurred, we have processed a $50.00 gift card which will be received in 7-10 business days to the address listed on this complaint. That being said, because we are in the process of repairing [redacted] refrigerator, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]

January 8, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of one of the two items she ordered from kmart.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, although [redacted] records confirmed that the package delivered for Ms[redacted] matched the total weight of the items she ordered, a refund of $37.65 was issued to her account ending in [redacted] for one of the items on December 21, 2015.  As an apology for her experience, we would like to offer Ms. [redacted] a $35.00 gift card, which she may use at any Sears or Kmart store to replace her order or purchase a different item.   If Ms. [redacted] would like to accept this offer, she may contact Regulatory Complaint Specialist [redacted] within thirty days from the date of this letter.  In the interim, we can only reiterate that we truly regret any inconvenience Ms. [redacted] 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 an equitable resolution has been proposed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted]

November 5, 2015[redacted] [redacted]    [redacted]We have completed the investigation of [redacted]...

complaint
regarding her dissatisfaction that her freezer failed sooner than she expected.We apologize that [redacted] freezer failed to meet
her 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, especially
after the manufacturer’s warranty has expired and covered repairs are not an
option.  It is for this reason that
Sears, and most other retailers, offer some sort of extended warranty
coverage.  In the past, it could be
argued that this was not always a wise purchase, since many retailers would
make frequent exceptions to their return and exchange policies in an effort to
satisfy their customers.  Unfortunately,
due to the rampant abuse of these courtesies, most retailers had to abstain
from these practices many years ago.  It
is always the customer’s choice on whether they would like the peace of mind
that would come with having an extended warranty; much like deciding whether to
have insurance on personal property.  The
benefits have to be weighed against the costs, with the understanding that if
it is not purchased, the consumer would then have to bear the consequences of
that decision. In [redacted] case, she purchased her freezer in February
of 2009, and the full manufacturer’s warranty expired a year later on February
22, 2010. There are some freezers that come with exceptional part warranties
that cover the compressor for an additional 5 years; however, [redacted]
is not one of them and even if it did have this coverage it would also have
expired in 2014. Since there is no warrant coverage or service contract to
provide the benefit of a covered repair or replacement, any service or
replacement would be at [redacted] expense. With that said, as a courtesy
we have issued her a refund for her service call to diagnose the problem. This
has been sent in the form of a mailed bank check to the address referenced on
this complaint and she should receive it within approximately 1-2 weeks. In the
interim, since we have explained that we are unable to honor her requested
resolution as she does not have the coverage to provide this benefit, we have
closed our file.Again, we apologize to Ms. Bonecutter and appreciate the
opportunity to address this matter. 
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]

Your order number:
0**SSN**7697
Your service address:
[redacted], NY 10598
when I try to schedule the appointment with Sears for my appliances, they cannot accommodate any of my needs. When we signed the contract, it was 6 days a week maintenance. Now they change the contract and cannot do Saturdays and the earlier appointment is 19 days away. How my children can warm up the food after school. What can I do now?
[redacted]

November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]  [redacted]We have completed the investigation of [redacted] complaint regarding the numerous repairs on...

her refrigerator.  Upon receiving [redacted] complaint, we have reviewed her service history can understand why she was frustrated with her experience.  Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present.  This is usually not discovered until the customer has a chance to let the item run for awhile.  Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location.  We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur.  At this time, [redacted] refrigerator has been deemed as non-repairable and sent to Samsung for their review.  [redacted] should be hearing from Samsung, the manufacturer soon with regards to next steps.  That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/06/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
June 2, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms....

[redacted]

We have completed the investigation of Ms. [redacted]'s complaint regarding recent online order.
After researching the complaint filed, we found that Ms. [redacted] had placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]'s case the vendor was Vius, [redacted] St. [redacted] XXXXX (XXX) XXX-XXXX, [redacted]@vius.com. We can only apologize that this vendor posted an item online that was not available. We can assure that Ms. [redacted]'s concerns have been forwarded to management for review so that future problems of this nature can be averted. With that said we found that a refund for the gift cards had been processed on May 6, 2015. We verified that both gift cards that were mailed to Ms. [redacted] still have the full balance of $100.00 and the other with $50.00. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since the refund for the gift cards has been processed and mailed to Ms. [redacted], 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

November 10, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       Michael [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator repair.   It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we have forwarded Mr. [redacted] concerns to the appropriate management team for further review.    Upon receiving Mr. [redacted] complaint, we reviewed our service system and confirmed that he was scheduled for a follow-up service call on November 7, 2016.   On the day of service, the technician found an issue with the fan wiring harness.  He replaced the part and completed the repair; Mr. [redacted] was not charged for this secondary repair.  With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed.   We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, Melissa [redacted] Regulatory Complaints Specialist

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]
class="InsideAddress">  Dear Ms[redacted]   We have completed our investigation of Ms[redacted] complaint regarding Her front load washer.   We apologize that Ms[redacted] washer failed to meet her 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, especially after the manufacturer’s warranty has expired and covered repairs are not an option.  It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage.  In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers.  Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago.  It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property.  The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.   In Ms[redacted] case she purchased her refrigerator on December 1, 2008, and the full manufacture warranty expired a year later on December 1, 2009. We show no record of service done on this washer by Sears. To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate.   It would be unjust for Sears to provide free service to Ms. [redacted] while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairs. Under the circumstances, we are willing to have a technician come out to the house to diagnose the unit at no cost to Ms. [redacted] it should be noted that the offer of a service call at no charge is more than other companies would offer, and one on which we will stand. Ms. [redacted] need only contact me directly a[redacted] or via email at [redacted] and I will set up the diagnostic service call at no charge. It will then be up to Ms. [redacted] to decide if she wants Sears to complete whatever repairs are found to be necessary with the understanding that the cost of the repairs will be her responsibility. In the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file.   We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [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 parts purchased from Sears. [redacted] Sears Parts Direct Customer Advocate provided the following response: After receiving and reviewing Ms. [redacted] complaint, I contacted her to discuss her concerns. Once contact was made Ms. [redacted] informed me that the local store will be shipping the ordered part to her home and that no further action was needed. That said, if Ms. [redacted] has any other concerns we invite her to contact her case manager, [redacted] at [redacted]. Since we have been advised by Ms. [redacted] that her part is being mailed to her, 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]

November 16, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Mr. Alex [redacted]   Dear Ms[redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience and request for a refund.   It is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint. We can assure that his 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 Sears Online issued a $40.00 eGift Card on September 22, 2016, and a refund on November 3, 2016. Additionally, we hope that in the future Mr. Karas will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Sears Appliance Repair Services are a rip-off. They did not fix my problem but charged me for a $315 part. The problem was not fixed so that part didn't need to be replaced. I called to have another repairman come out and this fellow fixed the problem with an $87 part. Now they won't give me a refund for the $315 part and that service call. I will never do business with Sears ever again for ANYTHING!!!!!!

February 17, 2016   Nita [redacted]
12pt;">Revdex.com   330 North Wabash Ave., Ste. #2006 Chicago, IL  60611                   Re:  Raymond L. [redacted] - # [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with the customer service he received at his local Sears Auto Center.   It is unfortunate that we failed to meet Mr. [redacted]’s expectations in regard to the customer service he received during his recent visit to his local Sears Auto Center. We value Mr. [redacted]’s patronage, but we can understand how the series of events noted in his complaint may have exacerbated his frustrations. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to District Manager Leonso Angiano and Auto Center Manager Griselda [redacted] for review.    It is our understanding that Mr. [redacted] was contacted regarding his concerns by Ms. [redacted] on February 15, 2016.  Unfortunately, although Ms. [redacted] assured Mr. [redacted] that she would coach her associates to ensure that the proper protocol is followed, Mr. [redacted] indicated that he would not be returning to Sears Auto Center.   Again, we would like to assure Mr. [redacted] that we have taken his concerns very seriously.  With that said, since we have noted Mr. [redacted]’s valuable feedback and contacted him as requested, we ask to have this matter 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, 7, 2015/07/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
July 17, 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 a listing she saw online for a shed where she said the store refused to honor the price.
As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store pick-up items, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted.
From Ms. [redacted] narration of events, it sounds like an error occurred and the store correctly informed her that we were not honoring it. Somewhere around this same time it sounds like the error was removed. Regardless of whether Ms.[redacted] had a picture of the previous error or not, we would not be obligated to honor it. This is because we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms.[redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN.
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
Since we have explained why we are unable to honor Ms. [redacted] request to receive an item at a price that was listed incorrectly, 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]
Team Manager, Regulatory Complaints
XXX-XXX-XXXX
Email: [redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 9, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that Sears has legal disclaimer on their website for situations like this. I never accused Sears of illegal practices. What I did say was that Sears failed to honor a price they listed on their own website, even though they advertise a "price match guarantee." Apparently, it isn't very "guaranteed" at all. Fantastic false advertising. I was upset that I spent a lot of time on the phone with Sears, placed on hold, while Sears technical team took down the item advertised so that the company didn't have to honor it. What a very clever loophole. Instead of doing the right thing and caring about a customer's experience or making any attempt to ease the situation, Sears chose to make a very short-sighted decision. For a couple hundred dollars, you've lost yet another customer. When offered an opportunity to make it right, Sears failed me yet again. It is likely that I'm not the only customer to experience this - and likely why earlier this year, Sears announced that it would accelerate its store closing plan from 130 under-performing stores to 235. I am disappointed in Sears for how they handled my situation initially and I'm now disappointed in how they are handling my complaint. It is situations like this that has caused Sears to lose loyal customers, year after year.

March 17, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]      [redacted] We have completed the investigation of [redacted] rebuttal.       We have been notified that [redacted] filed an additional dispute and it was accepted on March 15, 2016. As a result, he now has both the merchandise and a refund, which is not a fair resolution from our point of view. Again, Jose clearly recalled seeing the return instructions that were included in the package and that they were brought to [redacted] attention. We reserve the right to dispute the conditional credit he has been given if we provide him with a return address to ship the ring back to the vendor and we agree to reimburse him for the shipping. We also may allow him to return the ring to the local store after all in order to put this matter to rest. If we can implement one of the aforementioned resolutions, we will be in touch. In the interim, [redacted] has his refund. 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]

Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
October 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94571725- Kerri [redacted]
Dear Ms....

[redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her allegation that no oil was put into her vehicle during an oil change at one of our auto centers.
Due to the nature of Ms. [redacted]'s concerns, we opened a claim with [redacted], our third-party claims adjuster. If Ms. [redacted] has any questions regarding her claim, she can contact Janet Cozzone, her claims examiner, at 847-645-0694 and reference claim number L1509255051-0001. As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]'s actions; their decision on any claim is final. In the interim, since Ms. [redacted]'s issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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,
Erica [redacted]
Regulatory Complaints Specialist
Direct Line: [redacted]
Email: Erica.[redacted]@searshc.com

November 24, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]We have completed the investigation of [redacted]
complaint regarding her recent...

online order.It is unfortunate that we failed [redacted]
expectations when she did not receive her online order and her non-receipt of a
refund. 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. After contacting her local Kmart Store
Manager [redacted] with unit [redacted] he was able to locate the order and
cancel it today November 24, 2015. [redacted] can expect to receive a refund
back to her account within 3-5 business days.  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. Should [redacted] have any questions, she may contact the store directly at [redacted]. 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 SpecialistSears Holdings Corporation

Initial Business Response /* (1000, 7, 2015/07/14) */
July 14, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted]
Dear Mrs. [redacted]
We have completed our investigation of Ms.[redacted] complaint...

regarding her lawn tractor.
We confirmed the purchase date for Ms.[redacted] lawn tractor through [redacted] and they have it listed as June 15, 2014. Since the tractor has a full two year manufacturer's warranty, our service records have been adjusted. However, the technician may ask to see Ms.[redacted] lease to prove her purchase/warranty. We would suggest that Ms. [redacted] contact our service department at (800) [redacted] to setup an appointment if she needs a repair.
We apologize to Ms. [redacted] 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
[redacted]@searshc.com
(XXX) XXX-XXXX

November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611
[redacted]  [redacted]
[redacted]We have completed the investigation of [redacted] complaint regarding the multiple repairs of...

his washer.Upon receiving [redacted] complaint, we have reviewed his service history and can understand why he was frustrated with his experience.  Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present.  This is usually not discovered until the customer has a chance to let the item run for awhile.  Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location.  We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur.  At this time, [redacted] washer has been repaired and it appears to be working to specifications.  As an apology for any inconvenience that [redacted] may have incurred, we have processed a $50.00 gift card which will be received in 7-10 business days to the address listed on this complaint.  As for [redacted] request for reimbursement for time off from work, Sears does not compensate for lost wages so we are unable to accommodate.  Since [redacted] washer has been repaired in accordance to the terms of his service contract and an equitable resolution was provided, we ask to have this matter closed.We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]