Sears Holdings Corporation

Revdex.com:
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]
 
While I don't agree with everything that Sears says. since they have agreed to refund the money I paid for the protection agreement, I have decided not to pursue this matter any further.

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

align="left">  [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding repairs to his garage door completed by Sears Garage Solutions. [redacted], Sears Garage Solutions, Quality Control Manager provided the following response: Within his complaint [redacted] notes that Sears Garage Solutions have serviced his garage door multiple times and he wants a refund for services rendered. We would like to note the dates, services completed and amount paid: 4/26/15- tech completed a preventative maintenance check- total charge $69.00 10/7/15- tech adjusts the lower safety sensor- total charge- $104.00 01/06/16- tech installs new garage door cable- total charge $215.00    As you can see from reviewing the attached work orders, the services completed at [redacted] residence are unrelated. Additionally, it is important to note that the door is quite old. The home was built in 1969 and we have no way of knowing if the garage door is the original door installed when the house was built. The door is at least 20+ years old. With an older door, it is common to have repairs completed more often than a newly installed door, cables and spring. If [redacted] has any additional questions or concerns, he can reach me at [redacted] or via email at [redacted]. At this time, since we have noted that the three repairs to [redacted] garage door are unrelated, we will not be providing [redacted] with a refund of $400.00 he has requested. That said we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

March 7, 2016 [redacted]...

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted]            [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of a refrigerator he wished to purchase.   Assistant Store Manager [redacted] provided the following response: We have spoken with [redacted] in regard to this issue. Arrangements have been made for him to visit our location during the next Friends and Family promotion, which takes place next week and we will endeavor to provide him with an agreeable price for a refrigerator. Should [redacted] have any further questions, he may contact me [redacted]) during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain 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

July 25, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Joe [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’s complaint regarding his parts order and request for a refund of the $20.00 extra he paid for shipping.   We would first like to apologize if we failed Mr. [redacted]’s expectations. After researching this matter we were unable to locate an order for him. Therefore, we sent an email to Sears Parts Direct however they too were unable to locate an order using the information that Mr. [redacted] provided to the Revdex.com. While we were unable to verify the order we have decided to issue a refund check of $20.00 to resolve this matter as a onetime courtesy exception. The check will arrive in the mail within 7 to 10 business days. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon, but we would understand if this is not possible. In the interim, since we have provided a $20.00 refund, we respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

August 3, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Bonnetta [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and request for a refund.   As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.   It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does 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.   With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by [redacted] located at 1835 E. Hallandale Beach BLVD Ste. 264, Hallandale FL 33009, Email [email protected] and telephone number (877) 509-8040. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s records, we have included our disclaimer 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 Cancellations Products 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. After reviewing the notes in Ms. [redacted]’s order, we found that she made an effort to have the seller resolve the issue. Since the seller did not agree to send a pre-paid return label, we have submitted a refund request. If the product has not been shipped back, then Ms. [redacted] may either keep or dispose of the item to her discretion. A full refund will be issued back to the same form of payment within 7 to 10 business days.  In closure, since a refund has been provided, we have closed our file.     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

I made an online purchase on 11/26/14. On 11/28/14 my order was cancelled due to the item not being in stock. That wouldn't be a problem but they took the money out of my account anyways. It has been a hassle ever since trying to get a refund. I had to call and request the refund on 12/1/14 and today, 12/5/14 they are telling me the refund was barely processed on 12/4/14. And their store policy is 3-5 business days to process a refund. So now I have to wait additional time due to their employees incompetence. And speaking to a supervisor is no help.

December 19, 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 misinformation regarding the status of her washer and dryer orders.   It is unfortunate that we failed Ms. [redacted] expectations when she recently ordered from sears.com. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted.  As a result of this action, we revealed that Ms. [redacted] washer and dryer were not received by our store until December 9, 2016, and an email notification was sent to her on the same day.  Our records show that she was able to pick the washer and dryer up on December 16, 2016.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We hope that in the future Ms. [redacted] will allow us an 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 she has received her order.   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 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding how she was treated...

during the delivery of her range.Upon receiving [redacted] complaint, we escalated her concerns to [redacted], District Manager, who assisted with this manner.  The owner of the store where [redacted] purchased her range reached out to her and apologized for her experience and offered a $25.00 gift card to which she accepted.  This incident will be addressed at the store level as well to ensure that an incident such as this does not happen again.  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]

I purchased a dishwasher and the $300 Sears 5-year extended warranty that covers “everything” on 6/25/2016. It was installed on 6/29/2016.
Here’s the issue: I purchase a matching [redacted] kitchen suite (fridge, stove, microwave & dishwasher), the dishwasher became discontinued so the store sold me their floor model. The floor model had some dings and rust and I was told that if I purchase their warranty I would just have to call for a service appointment and the unit would be refurbished. Well, I called on 7/3/2016 after my kitchen flooded from the first use. I talked to three different people and they all said that the only thing they can do is have it re-installed. All the damage that I was told would be covered is NOT. The phone customer service said that since it was a floor model and sold as-is all that can be done is exchange for a different model. The whole purpose of purchasing a kitchen suite is to have everything match and everybody at Sears says since the model is discontinued I would have to get a different model that doesn’t look anything like the rest of the appliances. [redacted] and [redacted] both have a matching model available BUT I can’t afford to purchase another dishwasher without my $804 back.
DON’T ever purchase from Sears! They will lie to your face to take your money! I can see why the business is failing and they are closing stores everywhere.

[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 tool chest purchased from Sears. [redacted] manager of the Amherst Sears provided the following response: I have been in contact with Ms. [redacted] since her complaint was received in my office. That being said, I have informed Ms. [redacted] that Sears was working to secure a new tool box from another Sears store. If we are not able to find another unit, we will provide Ms. [redacted] with a comparable tool box. I will be speaking with Ms. [redacted] later in the day on January 3, 2017. If I can be of any further assistance to Ms. [redacted] she can reach me at [redacted]. Since we have noted our intent to find a replacement tool box or upgrade Ms. [redacted] 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]

I am writing this review for my mother. She purchased a tv from Sears Holding Corp and also purchased the extended warranty a few years ago. Recently, the screen on the tv wouldn't work so she contacted Sears. They said they would send someone out to fix it. It was 2 weeks before they could come out and they couldn't tell her who was coming and what time until 7:30 am the day they were coming. Finally after two weeks without her tv, a repair man came and needed to order a part for it. The part will take 3-5 days but he can't schedule to come out until close to two weeks from now. So now, it will be almost a month that my mother will be without a tv. I find this unacceptable. I am very disappointed in this customer service.

I am so disgusted with Sears that it is hard to put my feelings into words. Here's my best: My wife and I just bought a house and ordered all new appliances. For a reason still unclear to me, we decided to give the business to Sears, which was our first mistake. With that being said, we did give five expensive appliances worth of business to Sears, and yet they are still less than helpful. We started out by receiving the wrong size cooktop on the delivery day. We had hired a family friend to come install the five new appliances for us, so we had to pay him for his time and work. However, due to Sears' error, he was not able to install the cooktop while he was there because we needed to have the one they sent returned and the proper size sent, resulting in us being without a gas cooktop for a week. When I called customer service, I explained that we had paid for someone to come out and install the appliances, but because of Sears' error, the job did not get done. I requested we at least receive free installation since it was their error in the first place and we had already paid money for installation which never occurred. The lady assured me they would do that for us. This was a blatant lie (I assume just in an effort to get off the phone). When the proper sized cooktop was delivered, they dropped it off and ran out the door. I get back on the phone for another hour, trying to resolve the issue with absolutely zero help. So we had to pay for our installer to come back out on a same day visit, which was more money out of our pocket. Fast forward to less than three weeks later, and the cooktop had a gas leak which Piedmont Gas told us was the worst they had ever seen. The new 3-week-old cooktop came with a faulty valve. To put things in perspective, Piedmont told me that most gas leaks register a few hundredths of a percentage on Piedmont's meter that they use. This leak registered 2.5%. We are lucky our house did not blow up and that we are still alive. If we had not smelled the gas and decided to turn our range on I would not be here to write this terrible review. Needless to say, Sears escaped some damaging litigation. So, back on the phone for two hours...two hours...just to tell them what happened, have a new one delivered, and set up installation (for which they are making us pay???). The call we made was on Friday, November 6 and we set up delivery for Friday, November 13. My wife and I will not miss work due to Sears' error so we set up the delivery for next Friday, as my wife has the day off. We will spend this entire week without a cooktop again due to Sears' error. Well, here we are on Tuesday, November 10 and we get a call saying delivery is 7 minutes away. Back on the phone I get with Sears, letting them know they are delivering on the wrong day and that no one is home and that the proper day that we all settled on is Friday, November 10. The customer service told me there is an issue and that Friday is booked. I ask for a supervisor...they are all busy and will call back in 2 hours (I have no confidence that they will actually call back). I don't know how this is going to get resolved (either they figure out a way to bring it and install it on Friday or they reimburse us so we don't ever have to deal with their terrible service again). Either way, I will never spend another cent at the company and hope they seriously consider actually taking customer service as an important part of their business in the future. The only reason I am marking "How likely to recommend to a friend" as a 1 and not a 0 is because you never know when you need a good prank on a friend and recommending Sears and watching a friend get a headache dealing with them would be a decent prank I'll be keeping up my sleeve.

[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   [redacted]
class="InsideAddress">  Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator.   We apologize that Ms. [redacted] refrigerator 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.   Our research shows that there has been one service repair for Ms. [redacted] refrigerator. On June 22 2016 our service technician indicated the freezer door gasket needed replaced and this was done on that same date.  Ms. [redacted] never contacted Sears to inform us that the repair did not fix the refrigerator issues she was having. We would expect our customer’s to inform Sears when a repair does not fix an appliance and with-in a reasonable time or at least with-in the first 90 days after a repair was completed. The next time Ms. [redacted] contacted Sears was June 7, 2016, 12 months after the repair in 2015. By our records it has been twelve (12) months since the last service call and we show Ms. [redacted] is now outside her manufacture warranty by four (4) months.   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. Since we have explained why Ms. [redacted] does not qualify for a replacement and she is past the return period we have closed our case.   We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

I have been a loyal customer of Sears for many years now. I ordered a Norditrack 10.9 elliptical on Black Friday. I was promised to have my delivery on Saturday 12/3/16 between the hours of 2:15-4:15p. I got a call from the contracted delivery people about 3:45p explaining to me my merchandise was put on the wrong delivery truck. She then proceeded to tell me that they will be at my home at the end of their route. (Strike 1) They did not arrive to my home until 6:30p they were done installing the elliptical by 7p. I noticed that handles on the elliptical was loose and wobbly. When I was should the guy that the machine was not tightly secure, he got upset and started banging on the machine really hard breaking the teeth on the plastic piece that holds the cover to wheel together. When I indicated to him that he is breaking the machine he started banging harder. I immediately got on the phone with Sears home delivery team which is based out of the Philippines. Could my day get any worse. As I was explaining the situation to the lady on the phone. The delivery guy was on the phone with someone from Sears as well. He was explaining to the Lady he was talking to that he tried to get the plastic piece off and it was hard to get off and in the process he broke it. Which was clearly a lie. I began to yell that he is lying and he got upset again telling the lady I was being rude. You think, I was witnessing him lie on the phone. My husband then escorted him to the front door asking him to get out of our home. He stood on our front stairs asking my husband to come outside to fight. My husband slammed the door in his face. (You would think the billions of dollars Sears make they would have their own delivery team.) I have never felt so disrespected. All the woman on the phone that I was talking to could do is offer me a replacement. Well, if thing could get any worse, the earliest delivery date is for 12/7/16. I asked her to schedule me for 6p because I was not missing a day of work because they screwed up. She said "fine" and the call ended. Well, just my luck I get a recorded call from Sears to confirm my delivery for 12/7/16 but the hours are from 1-3p. I get on the phone again and I was told there is nothing they can do. I am so fed up with Sears that will be the last time I buy anything from them.

June 15, 2016
 
0pt" class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Mr. [redacted] complaint regarding the expedited shipping costs for his part.
 
We have received Mr. [redacted] complaint and apologize that his part ordered is taking longer than anticipated.  We absolutely understand his frustration and agree that his expedited shipping fee should be refunded.  We therefore refunded Mr. [redacted] $17.97 per his request.  That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
 
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]

December 28, 2015   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   Re:  # 10987047- Cathy **            Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator.   Store Manager Christopher [redacted] provided the following response:   We spoke with Ms. ** and offered to provide her with $350.00 to keep the refrigerator as is or we would send her a new refrigerator at no additional cost. Ms. ** wanted the $350.00 credit, which was processed today. Should Ms. ** have any further issues, she may contact me (Christopher) during normal business hours at [redacted].  In light of the aforementioned information, we respectfully ask that this matter be considered closed.   We apologize to Ms. ** and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, Tammie Shurbet Regulatory Complaint Specialist Sears Holdings Corporation

September 7, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  #[redacted]– Deborah [redacted]            ...

  Dear Ms. [redacted]:   We have completed the investigation of Ms. [redacted]’s complaint regarding her range.      As clarification, our return policy is clearly noted on our receipts and it is posted in our stores as well. That return period is in effect for 30 days from the date of purchase. At times, we realize that an exception may need to be made if an item is defective. However, no such defect has been noted in this case. In fact, our technicians have noted that the item is functioning within manufacturer’s specifications. If Ms. [redacted] feels that the item is being advertised incorrectly, then she would need to contact the manufacturer, Whirlpool as any description or specifications noted are provided by them. We would suggest that Ms. [redacted] have the installation, which was not performed by one of our contractors according to our records, examined to ensure that it was performed properly as this could affect the venting. Since we are unable to grant Ms. [redacted]’s request due to the aforementioned information, we respectfully ask that this matter be considered closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, Tammie [redacted] Specialist, Regulatory Complaints ([redacted]-[redacted] Tammie.[redacted]@searshc.com

January 16, 2017
 
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Dear Ms. [redacted] We have been unable to complete the...

investigation of Mr. [redacted] complaint regarding
We made multiple attempts to contact Mr. [redacted] and left voicemails and sent emails with our contact information. Since he has not responded, we are unable to resolve Mr. [redacted] issue until we have the opportunity to discuss the matter with him. He may me at [redacted] or via email at [redacted] In the interim, we will consider this matter closed, pending his response.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

March 23, 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 her request for a refund for a humidifier her mother, [redacted] purchased from a marketplace seller hosted by the sears.com website.   As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program.  The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination.  Much like another well-known online retailer, we offer our own merchandise and we also have choices available from third-party vendors.  For any consumer that would like to restrict their purchases to items and services sold by Sears, there is a tab that may be used to narrow the results returned to show only the items sold by Sears.  With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges.  This is stated whenever a Marketplace item is selected and the seller name is shown on the item page, on the order selection page, in the shopping cart, and in the order confirmation.  Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case [redacted] and [redacted] have not yet become familiar with it:   Returning Marketplace Items   Sears.com partners with marketplace merchants who sell items on our website. If your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears store. Your merchant's profile, which contains their specific return policy, is available via the product page.   Return policies may vary for products sold and fulfilled by third-party merchants other than Sears. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant.   Please note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final.   [redacted] purchased her dehumidifier from 123 Stores, a seller hosted by the sears.com website.  This was stated on the page she visited and a link to the seller’s page was provided, so she could easily review their policies and contact information before completing her purchase.  [redacted] Stores has posted the following in regard to returns and warranty service:   All unopened unused items can be returned to us for a refund within 30 days from the date of delivery subject to a 15% restocking fee. We do not accept any opened or used items, even if the item has been wrongly ordered by you. In case of a damaged/defective item you can return the item to us for a replacement/refund within 30 days from the date of delivery, subject to us verifying the damage/defect. Warranty Policy Different items have different warranty policies. All warranties, if any, are provided by the manufacturer directly and not by us. We request you to please contact the manufacturer before purchasing if you have any doubt about the warranty of the item. Cancellation of Orders     Our records do confirm that [redacted] contacted Sears Customer Service for assistance and was correctly advised that she must contact the seller regarding with questions about her purchase, and the warranty provider if she would to set up a repair if she would like to receive any warranty benefits she may be entitled, such as a repair at no cost if that is what her warranty offers.  In fact, [redacted]’s Owner’s Manual specifically states, “This [redacted] portable dehumidifier is warranted, to the original owner within the 48 continental states, for one year from the date of purchase against defects in material and workmanship under normal use and service.” “To obtain service or information, contact [redacted] via email at [redacted] or call [redacted]  As such, any obligations for services and parts under this warranty must be performed or authorized by [redacted]   While we can certainly understand [redacted] and [redacted] disappointment with the failure of the dehumidifier, Sears did not retain payment for the item and is not the obligor of the warranty.  Therefore, we can only assure her that her concerns have been documented and that we do compile this information so that we may reveal any negative trends and consider changes that may be necessary for the satisfaction of our customers and our own business objectives.  Since we have provided information appropriate to the terms of [redacted]’s purchase and included documentation to further assist her, we have closed our file regarding this matter.    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]

I purchased a Kenmore washer and a warranty about 3 years ago. My washer stopped working and I called in for service. After 3 service calls and replacing 5 parts they continue to be unable to repair my washer and refuse to replace the washer. They have now reordered the same parts and scheduled a 4th service call. We are going on 30days without a washer and all Sears offered me was a $50 gift card. They told me they would not deem the wash replaceable as long as they can order parts. Even though I was told by the technician that the washer needs to be replaced. Worst warranty ever.