Sears Holdings Corporation

I ordered some items for Christmas on 12/3, with a delivery date of 12/14 from Sears.com. I noticed when checking the status of my order on 12/13, that it stated it was processing. I then contacted online chat with customer service, and was told my item was out of stock and would have my items in 3 to 5 days, he guaranteed me that. I waited 7 days and online chatted again on 12/20, and this time my response from the agent was, my order was getting looked into, and that I would have to call back in a few days to check if it was shipped. I was highly upset, and told her to just cancel my order, because it was not going to make it in time for Christmas, plus the situation was poorly handled by sears. She told me if I placed another order with her, I could get my packages on Christmas eve, but I would have to pay again, and she would then put in a request for my refund later, which makes no sense at all. At first, I was going to do it, because it was a gift and time was running out, but she messed up placing the new order, and I just decided to just cancel it all together. She told me I would have to contact customer service AGAIN in a few days, to check on my order being refunded. I called on 12/23, and spoke to another agent and supposedly supervisor which again told me that my order was processing and could not be canceled, which at this point has being almost 3 weeks, and still no package, she said she had to put in a request to the warehouse, which I then would have to wait another 5-7 DAYS, to hear back, I then told her if I didn't hear anything by 12/28, I would escalate matters. Of course, I haven't heard ANYTHING!!!!

October 15, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94571571 - Vickie [redacted]
Dear Ms. [redacted]:
We have been unable to complete the investigation of Ms. [redacted]'s complaint. The...

correspondence you provided us with did not include enough identifying information to locate the order history mentioned in Ms. [redacted]'s complaint. We asked that Ms. [redacted] provide the telephone number that she used when she purchased her appliance so that we may retrieve the order history. Since we do not have enough information to facilitate a resolution, we will need to close this issue pending the receipt of more identifying information for Ms. [redacted]. At that time, we would be pleased to re-open and investigate Ms. [redacted]'s complaint.
We apologize to Ms. [redacted] for this issue and we appreciate the opportunity to review this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Direct [redacted]
i[redacted]@searshc.com

Complaint: [redacted]
I am rejecting this response because:
I want the courtesy of a phone call. I was promised one, and she hasn't called me.
Sincerely,
[redacted]

July 19, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted]   Dear Ms. [redacted]   We have completed the investigation of Mr. [redacted] rebuttal.  
We have reviewed both our response and Mr. [redacted] 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 answer he received, we are unable to grant his request for further assistance. As we noted before, we have no way to ship items such as this cross country. Deals like this are sold on a first come, first serve basis and these chairs are seasonal items. To reiterate: the page says: “* Limited availability” and “*this is a seasonal item with limited availability and is no longer available in all areas.” We think it is clear from this that the chairs may not be available in all areas. 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. The chairs will be removed from the site when all areas of the country have depleted their inventory stores.  In Mr. [redacted] case we do apologize that we failed his expectations, but we feel the listing for the chair clearly notes that the availability is limited based on amount on hand in the area each consumer resides in and our decision is final. 
  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]

September 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9456[redacted]-Gail [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. K[redacted] complaint regarding her recent...

purchase.
According to our records, the pricing for item 70412 on August 17th was $1189.99, not $1149.99. However, an offer should have been made to Ms. [redacted] to honor the $1189.99 price on her exchange. We apologize to Ms. [redacted] and want to assure her that we are investigating to e issue to try and determine why this was not done. As a courtesy, we are willing to process an exchange for item 70412 and sell it for $1149.99, which means she would only be responsible for the difference in cost and that would be $477.50 plus tax on that cost. Ms. [redacted] may contact me at the information listed below during normal business hours. Typically, email is the easiest way to reach me. In light of the aforementioned information, 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
([redacted]
Tammie.[redacted]@searshc.com

May 11, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of Mr. [redacted] complaint regarding his online order experience.   We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. We can understand his frustration with the series of events detailed 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 his complaint we found that Sears online issue issued a refund of $51.96 back to his Sears [redacted] account ending in [redacted] on May 9, 2016. For Mr. [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 5, 2015/10/26) */
Contact Name and Title: [redacted]
October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our...

investigation Ms.[redacted] complaint regarding his dissatisfaction with a recent duct service completed for her aunt, [redacted] by Sears Duct Cleaning.
First, we would like to apologize to Ms.[redacted] and Ms. [redacted] for failing their expectations in regard to a recent duct cleaning. Additionally, we would like to assure Ms.[redacted] and Ms. [redacted] that we appreciate their 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 we have forwarded these concerns to the local office for further review.
Manager [redacted] responded that an equitable agreement has been reached. Ms. [redacted] will be provided with a $175.00 refund once she signs and returns the Customer Release Form (CRF) that is being mailed to her. With that said, since we have documented Ms.[redacted] and Ms. [redacted]' concerns with the Sears Duct Cleaning and reached the aforementioned resolution, contingent upon the CRF being signed and returned, we ask to have this matter closed.
Again, we apologize to Ms.[redacted] and Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I talked it over with my aunt and we think that is a fair offer.

September 7, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Mariela [redacted]   Dear Ms. [redacted],   We have completed the investigation of [redacted]’s complaint regarding her recent online order experience and request for a full refund for all items returned.   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 two separate Third Party Marketplace vendors, not Sears Holdings Corporation. In Ms. [redacted]’s case, order 978652371 (Cultivator for $164.99) was fulfilled by FactoryAuthorizedOutlet located at 5798 Ontario Mills Parkway Ontario CA 91764, Email: [email protected] and telephone 800-629-3325. Additionally, the battery for $152.99 under order 980325737 was also fulfilled by FactoryAuthorizedOutlet. Finally, Order 980325737 SC 093011033454 for the Charger priced at $34.99 was purchased from a different vendor, CPO Outlets located at 120 W. Bellevue Dr. Pasadena CA 91105, Email: [email protected], and telephone (877) 728-9276. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. Burt’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 each order, we found that Ms. [redacted] returned all three items to the same vendor meaning two of the items were returned to CPO Outlets when they should have been returned to FactoryAuthorizedOutlet. Ms. [redacted] will need to contact CPO Outlets to see if they will return the merchandise back to her so she can return them to the correct vendor for a refund. In closure, since Ms. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor her request. As this decision is in accordance to our posted terms and conditions, 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

They did not send me the check for 112$ for the plumber that they promised

April 12, 2016

class="InsideAddressName">[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
*
[redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding returning jewelry that she did not want.
Upon receiving [redacted] complaint, we escalated her concerns to [redacted] Store General Manager of unit# [redacted] called [redacted] and discussed her concerns.  It was agreed that she could come into the store and she could either exchange or return the ring.  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]
Regulatory Complaints Specialist
[redacted]

I purchased a washer and a dryer from sears.com. The delivery was scheduled one week later on May 31 at 1-3pm. On that day, I waited at home but no one showed up.

When I contacted the customer service at 3:30 pm, I was told that they didn't know the reason and they had no contact information about their warehouse or delivery team so they could not reach them. The only thing they could do was reschedule the delivery to Friday. I asked how they make sure the delivery will be on time, because I need to take another day from work. They said they could not do anything but they GUARANTEED the delivery will be on time.

On Friday, again no one came and no one even bothered to contact me!!!

When I called the customer service again, I was told the washer was damaged so the delivery will be rescheduled to next Tuesday!!!

I asked to talk with manager. This is how the manager respond:

When I asked why they did not inform me if they will not deliver, as I waited another day at home, the manager said they could not reach me. I told her I had no missed call from sears, the manager said nothing.

I asked the delivery was not here on Tuesday, then not come on Friday, how did she make sure it will be on time next Tuesday. The manager said they had no record that the delivery was first scheduled on Tuesday. I told her I had the email and voice mail records that the delivery was first scheduled on Tuesday. The manager said nothing.

So this is Sears.

October 4, 2016[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re: [redacted]Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her...

dissatisfaction with our customer service and non-receipt of a refund for her layaway payments.It is unfortunate that we failed Ms. [redacted] expectations when she recently used Sears layaway.  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 our store issued a refund of $150.00 by check to Ms. [redacted] on August 23, 2016.  Although the 15 business day mailing period we require before reissuing or investigating a refund had not yet passed, Ms. [redacted] contacted sears.com to request the refund again on September 14, 2016, and was issued a second refund of $150.00 to her [redacted] ending in [redacted]  In addition to these two refunds, our records indicate that Ms. [redacted] disputed charges through her credit provider and a chargeback of $100.00 was granted by Sears on September 22, 2016.  Therefore, Ms. [redacted] paid a total of $150.00, but at this time it appears that she was provided with refunds of at least $400.00. As such, we are unable to honor Ms. [redacted] request for a refund of $150.00.  We respectfully ask to have this matter closed, since we have noted Ms. [redacted] comments and no further refunds or compensation will be offered. We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely,  [redacted] Regulatory Complaint Specialist[redacted]

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: Bernadette [redacted]#94567751
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal regarding a television leased from Sears.
I spoke with Ms. [redacted] on Tuesday, October 27, 2015, and during the conversation she confirmed that she will be receiving a new TV from [redacted]. The TV will arrive within 7-10 days via Fed Ex. Ms. [redacted] has been asked to return her old TV and will be sent shipping information. Since we have confirmed that Ms. [redacted] will be getting a new television, we ask that this complaint remain closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com

October 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94569463 - John [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding his...

inability to cancel a contract with NordicTrack by requesting to do so by writing this on a check payment made to his Sears branded credit card.
We would first like to clarify that Sears does not repair any NordicTrack merchandise, nor do we administer any of their service contracts. However, because we believe that every customer should be given a choice on whether they want the peace of mind that comes with having extended warranty coverage, we do collect on NordicTrack's behalf the cost of their service agreement. The agreement given to the customer at the time of purchase clearly lays out how the contract works and how it can be canceled. In no instance, whether for this non-Sears NordicTrack contract, or even with Sears sold protection agreements, would we ask consumers to notify an unrelated credit group that they wanted to cancel their contract.
This is because Sears does not administer the accounts that are branded under Sears' name. Our credit portfolio was sold over 12 years ago to Citigroup, and they administer all Sears branded accounts. We do not have transparency into their systems and they do not have transparency into ours. So when Mr. [redacted] sent notification to Citi that he wanted to cancel his contract that was administered by NordicTrack, they would not have been able to do anything. Not to mention that it would still mean the charges would be on his account until NordicTrack received word that he wanted to cancel, at which time they would cancel and provide any refund he would be entitled to receive under the terms of their contract.
With that said, when Mr. [redacted] contacted our customer support group to voice his dissatisfaction, we agreed as a one-time courtesy to issue him a refund for $82.36 and this was processed on September 30, 2015. Since it was our understanding that this accommodation 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: Dana.[redacted]@searshc.com

Recently purchased a craftsman riding lawn mower from Sears . It stopped working after two months of use and I have a warranty protection plan with sears so I called them to repair the product. The soonest they were able to get out to fix it was three weeks. So I said I understand that but my lawn still needs to be mowed over a three week period a few times. I received quotes from local lawn services and the cost is roughly $175 per time which is abou$350 cost total and the most sears was willing to cover was $50 to cover the cost. In the process I was hung up on twice and not because I was using any vulgar language, they simply didn't have an answer for me and hung up on me. After calling the third time I spoke with someone that didn't hang up and they simply said sorry that is all we can do for you. Such a poor experience for something you think will help you has actually costs me more money just to maintain my lawn. Such bad service, product, and warranty. All the way around negative experience from me.

Contact Name and Title: [redacted]
October 19, 2015
[redacted]
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed our investigation [redacted]...

[redacted] complaint regarding her dissatisfaction with Sears Home Services.
First, we would like to apologize to [redacted] for failing her expectations when she recently scheduled a repair for her refrigerator. Additionally, we would like to assure [redacted] that we appreciate his 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 we have forwarded [redacted] concerns to the District Service Manager for further review. We appreciate the opportunity to address the customer service/scheduling issues outlined within [redacted] complaint, so that future problems can be averted.
On October 15 2015, [redacted] with unit [redacted] spoke with [redacted] regarding her concerns. [redacted] indicated that a technician from a local service provider already examined her refrigerator and cleared some ice that had formed which was preventing the fan from working. [redacted] went on to say that the refrigerator was working satisfactory at this time and she did not want to schedule service. While [redacted] is not entitled to a refund of the service call, we are willing to provide her with a 50% refund as a one-time courtesy. [redacted] is welcome to send a copy of the bill to [redacted] Once the documentation is received and reviewed, the aforementioned refund will be processed. With that said, since we have documented [redacted] concerns with the repair process and proposed a fair resolution, we ask to have this matter closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

December 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611Re:  #[redacted] Dear Ms. [redacted]We have completed the investigation of Mr[redacted]
complaint regarding his part for a garage door...

opener and his inability to have
that part replaced at no charge under his manufacturer’s warranty.As clarification, there are some parts in Mr. [redacted] garage
door opener that due to the cost of the part, the manufacturer specifies that a
technician has to determine that the parts are defective and need to be
replaced.  It does state in Mr. [redacted] warranty
that parts are no charge within the first three years but it also says “you pay
for labor.” The confusion here seems to stem from Mr. [redacted] interpretation
that the labor is an optional request on his part.  We understand why this would frustrate Mr[redacted]hough and we have offered to send him a replacement battery free of charge as
a gesture of our appreciation for his patronage. Once we have a copy of the
purchase receipt as proof of his warranty status that Mr. [redacted] has agreed to
send, we will send the aforementioned part.   In
light of the aforementioned information, we respectfully ask that this matter
be considered 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 Complaint Specialist [redacted]

I PURCHASED AN ITEM ONLINE AND AT THE K-MART LOCATION IN TIFTON, GA LOCATION ON 4/27. ON 4/28, RECEIVED AN EMAIL THAT ITS NO LONGER IN STOCK AND WILL BE REFUNDING ME. COME 4/30, I WAS CHARGED FOR THE ITEM WHICH REFLECTED ON MY BANK STATEMENT. I HAVE BEEN CALLING THEIR CUSTOMER SERVICE LINE EVERY SINCE TO BE TOLD THAT THEY ARE GOING TO FIX IT AND NOT TO WORRY ABOUT IT. TO LATER RECEIVE AN EMAIL INFORMING ME THAT I WAS NOT CHARGED SO THEY ARE NOT GOING TO BE ISSUING ME A REFUND. I HAVE EVEN WENT TO THE POINT OF PROVIDING THEM WITH MY BANK STATEMENTS THERE EMAIL CONFIRMAITONS AND ALL. AND THEY STILL TELLING ME THAT THEY DO NOT SEE WERE I MADE ANY PURCHASES. I WOULD PURCHASE ANYTHING EVER FROM THEM AGAIN

November 17, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Colleen [redacted]   Dear Ms[redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience.   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.   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] case, the order was fulfilled by [redacted] and Email: [redacted] and telephone number ([redacted]) [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] 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.   We forwarded this matter to Sears Corporate Gift Cards to research further and they found that the full refund had been refunded to the original gift cards on November 11, 2016. Five of the original gift cards were used on November 12, 2016, for order number 993051192. According to Sears Corporate Gift Cards, the gift card ending in [redacted] was refunded $10.00 and redeemed. The gift card ending in [redacted] for $100.00 was refunded and redeemed. The gift card ending in [redacted] was refunded $95.00 and redeemed. The gift card number ending in [redacted] was refunded $95.00 and it was redeemed in the amount of $33.98 leaving a remaining balance of $61.02. Finally, the gift card number ending in1629 was refunded and has a full balance of $98.10. Gift card ending in 5548 was refunded and has a full balance of $100.00. Gift card ending in [redacted] was refunded and has a full balance of $100.00. Lastly, the gift card ending in [redacted] was refunded $17.00 and redeemed in full for order 993051192. Should Ms[redacted] have any questions regarding her gift cards, she may contact Corporate Gift Cards directly at 800-549-8151. In closure, since we have confirmed that the full refund had 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 went online 8/22/16 and ordered 2 tires and set up an appointment to have them installed and paid $358.98. I called in the afternoon to confirm appointment and was told that they did not have this appointment. They put in the appointment for me and when I got there I gave them the copy of the receipt showing I paid for this. They told me they did not show this payment. I called my bank and was told it was pending and could not be stopped. In order to get my tires I had to pay a second time. Now I am told It could take a week to get refunded the 1st payment. I was not expecting to have to pay twice for my tires and now I have other bills that are due that will not get paid on time. I called the # I was given 888-[redacted] and was told I needed to call 800-[redacted] this person told me I needed to call 888-[redacted].