Sears Holdings Corporation

January 24, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his...

dissatisfaction that the range failed too soon and the problems he encountered when he requested to exchange the unit for another model.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed the purchase information and the delivery case notes, and the exchange for the range was processed on January 21, 2017 at no additional charge to Mr. [redacted] Delivery is scheduled for January 27, 2017. With that being said, since we have provided Mr. [redacted] with his requested resolution, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

Initial Business Response /* (1000, 5, 2015/07/29) */
July 29, 2015
[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 his inability to purchase a lawnmower on our website due to unavailability for this product in his area.
As clarification, our website sells items for all of our 50 states and items might be shown on our website that are in stock in one state that are not in stock in another state. This is because most large items that we sell ship out of regional warehouses. Once that region is out of stock on an item, it is not available in that area. While we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basis. Additionally, our call agents do not have the capability to search via all existing zip codes to determine what areas might still have the item available. Once all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our website.
While we can understand Mr.[redacted] frustration, at this time the reality remains that the item he was interested in was not available in his regional area. In case Mr. [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:
""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 ... In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors."
In closure, we apologize to Mr. [redacted], but his local store is not obligated to price match online prices for an item that is on clearance like it appears this lawnmower was.
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
Direct Dial XXX-XXX-XXXX
[redacted]@searshc.com

This is in regards to an experience I had on May 7th at approx 130 pm in the children's dept in the Sears store in Watchung NJ. First let me say that the prices are decent and its convenient to go to as I live right near by, but if the level of customer service has dropped to a new low there then I certainly will not be making a repeat visit. Today was one of the worst customer service experiences I have had in my life if not the worst. I had already been helped with my transaction in the children's dept and one item was untagged. The associated stated it would need a tag before I could purchase it. Okay fine so I went to look for another one and stood back in line. Stood in line waited for my turn again. 5 min later an associate by the name of Njawaba had finished her transaction with her spanish speaking customer. Or so I thought. Apparently the customer proceeded to ask her a bevy of questions re: receipt, pricing/salesitems etc. (took about another two min). Great! Finally my turn. Oh no wait the customer was not happy with the color choice of her wallet. Another conversation ensued =. Instead of paging someone or asking for someone else's help or asking the customer to wait while she tended to the line (which is what a cashier should do) she left her post. When I proceeded to ask if she could please check me out for my one item, she motioned me to a cashier across the way stating they would help. I left the line. Walked across and no one was there! I went back forced to stand in the back of the line. I stated to other associate no one was there. She said " oh she sent you over there she should know no one is there. Are you sure she told you to go over there?" I replied, "yes I have a good command of the english language"
The associate came back line is still not moving and proceeded to have a conversation with her wallet customers.. I understand that sometimes people click , and that's all well and good, but when you have people waiting in line you have to keep things moving. And I said "I have been waiting in line for 15 min for one item can you please keep it moving." She proceeded. To be honest I do not know wether or not she heard me but her fellow cashier who was also helping someone for an increasingly long time did. I said to her, " You guys have to keep it moving. or get some help or tell us where we could go. I'm thinking she should be done with this customer but they are over there chatting and laughing while we wait". So NOW Njawaba hears me and said , "wait are you talking about me ? Am I not allowed to laugh now while Im at work" I said, you just can't keep people waiting like this while you do. I went up to her register finally the customers walked away. She continued to mutter "oh so now I can't laugh at work" OK NOW…..as a customer this is a very disrespectful instigating move. I said to her I have been waiting forever yes while you talk to the customers. She began to raise her voice. I told her and on top of that you sent me to a cashier that does not exist. She said to me "OK Im done with you I don't know what your problem is( SHE WAS YELLING) I told her to "tone it down" She said I DONT KNOW WHAT YOUR PROBLEM IS. I said okay if you could yell I could certainly yell too "What is your name and manager ? I want a manager because she is obviously yelling and that is not how you talk to people. Her associate had to tell her to come it down because she was still yelling Told her to switch spots BECAUSE SHE WAS Still yelling
I waited for the manager. She just kept on saying while I was waiting "Im so done with you. You know what Im so done with you" I said okay thanks ill let your manager know. She said , "I don't even care go ahead I waited for the manager. He was very nice and cordial and heard my story and it is much appreciated AND HARDLY EVER REVIEW …usually I review things that I like but I am taking the time because that woman has no business in customer service and most definitely does not belong in the children's dept
Your mgr did the best he could……….
I understand one person is not the reflection of the business so I will not review your business poorly

Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: # [redacted] - Yolene [redacted]
class="InsideAddress">  Dear Ms. [redacted]:   We have completed our investigation of Ms. [redacted]’s complaint regarding warranty coverage for her cracked cook top.   It is not unusual to have a cooktop crack or shatter while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail.   In Ms. [redacted]’s case it is apparent that there was what is called “Pan Transfer” this is where the customer is using a pan that is either wet or has staining on the bottom due to age. The picture provided by our service technician shows a white residue that is larger than the burner. This shows that the pan used on that burner was larger than the burner which is not following the manufactures recommendation in her owner’s manual. When there is a residue on a pan it will transfer to the cook top as the burner is heating up, this residue prevents the heat of the burner from dissipating since the normal process of heating the pan is prevented by the residue causing the cooktop itself to heat up and crack. This can happen over time or quickly depending on the pan and the amount of residue on the cooktop.   Unfortunately this is not covered under the manufacture warranty or the extended Master protection agreement she purchased either. Both warranties state that repairs due to customer misuse are not covered. Once the cooktop is repaired at Ms. [redacted]’s cost the master protection agreement will continue to cover any mechanical defects. If Ms. [redacted] fells that the Master Protection Agreement holds no value for her she need only contact our benefits department directly at 1-800-827-6655 and we will be happy to cancel and refund her for that agreement. Since we have address Ms. [redacted]’s complaint and why the repairs needed for the cook top are not covered under her warranty we have closed our case.   We apologize to Ms. [redacted]’s 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,   Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com

November 29, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Dear Ms. [redacted] We have not fully completed our investigation of Ms. [redacted] rebuttal to our response regarding her dissatisfaction with the quality of the dishwasher and problems encountered with the return process.
We apologize to Ms. [redacted] for delay in the uninstallation process and that we failed to meet her expectations. We forwarded this matter to our installation management team to schedule another appointment. According to our records, the removal of the dishwasher is scheduled for November 30, 2016. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us fourteen business days to complete the return and refund process. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted]
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]

April 13, 2016 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Duct Cleaning. Specifically, [redacted] is claiming she purchased a two-year warranty on her blower/motor cleaning. Prior to receiving [redacted] complaint from your agency, we addressed her concerns through the [redacted]  We investigated the matter and responded to the [redacted] accordingly.  The [redacted] subsequently closed the case in February of 2016.  Although the response we provided was not the resolution [redacted] requested, the [redacted] felt that we addressed her concerns fairly and that our decision was commensurate to the circumstances.  Therefore, we will provide your agency with the same information we provided the [redacted] of [redacted] Upon receiving [redacted] complaint, we contacted Ikea [redacted] with Sears Duct Cleaning for assistance.  [redacted] confirmed that [redacted] was not sold a two-year warranty as such a warranty is not available for sale through Sears Duct Cleaning.  Furthermore, she pointed out that the confusion may lie with the invoice.  Upon initial examination of the invoice, it appears that “2 yr” is noted next to the words blower/motor; however, when the invoice was enlarged, it became clear that the notation is actually an x followed by the initials [redacted]  We have included that portion of the invoice; enlarged, so that the details are clearer.    The same x and initials are located again on the invoice, but about an inch below the first x and initials.  We apologize for any confusion that [redacted] may have experienced, but the charges on the invoice are solely for the cleaning provided and not an additional warranty. With that said, as a one-time customer courtesy, [redacted] offered to schedule [redacted] a second duct cleaning at no charge.  If [redacted] were to accept this offer, she would have had to schedule an appointment with [redacted] by March 3, 2016; otherwise, the offer would become null and void.  [redacted] did not schedule a subsequent appointment, so no further accommodations will be forthcoming.  With that said, since we have confirmed that [redacted] was not sold a warranty and explained the notations on her invoice, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist Enclosure

September 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94565327 - Crystal [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms. [redacted] complaint regarding her...

non-receipt of a refund for an online order.
We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the complaint filed, we found that Ms. [redacted] had been in contact with Online Solutions and (EMS) Executive Member Services, Sears' escalated complaint department. According to the online records multiple adjustments were processed between August 2nd and August 11, 2015, which totaled the full amount of $392.18. 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 we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation

I'm absolutely never going to purchase from Sears again, ever. Yesterday I called Sears Home Services to request a repair of a problem we have had in the past as well on our 2 yr old Kenmore Elite front loader washer. The washer always seemed to have a mildew odor from the get go but we were told by the technician it was a common problem and the only thing we could do was to continue to use Refresh on a regular basis to clean the washer, wipe clean the rubber piece that sits in the front of the drum as it tends to hold water. So that's what we did. Yesterday I smelled mold, so strong that I had to shut the door of the room the washer is in as it was wafting through our home. Our youngest son suffers from a very serious immune disorder and anything can trigger his immune system as a result his immune system begins to attack itself and causes inflammation (extremely painful) in the brain. When I called Sears Home Service I told them this so they would understand how serious this was. The agent gave me a choice of Tuesday or Wednesday between 1 & 5 pm, I of course chose Tuesday, (the following day). Today, Tuesday, I called Sears Home Services to confirm the technician was still coming. I was assured by a male agent, Alexi that yes a tech was not only coming but he was en route. He said he would message him to contact when he was closer. I get a call a few minutes later from Joe the tech who tells me Sears Home Services over booked him and could I reschedule of which I answer no, I need someone to come tonight. He then tells me he had no one in my area (50 miles away). He can reschedule me for tomorrow morning BUT cannot force them to make me their first appointment. I asked who has that authority & he said Sears Home Services. UGH! I have him reschedule us for tomorrow and once again call SHS. The agent tells me she will transfer me to the correct department. Was I surprised when she transferred me to Deliveries? Wrong! Now the agent gives me a direct # that I am to choose "service & retail" when prompted. No surprise I ended up with the same annoying automated system for SHS. I verbally said 3xs Service & Retail but the robot had no idea what that was so it sent me through to customer service again. I asked if I had reached Service & Retail she confirmed I had. I conveyed the entire story again telling her I needed someone to force our appt to be first. She said let me check the techs schedule, she then offered to make an appt at the earliest Thursday. I reiterated I already had an appt for tomorrow morning I just per the tech needed them to force it through to be the first stop. She told me the tech hadn't updated his system yet, I would need to call back between 6 & 7 am to request it. I cannot use the washer due to the mold and its affects to our son. This is the worst service I have ever experienced. I will never purchase anything ever again from Sears.

I purchased a [redacted] vacuum from Sear's along with the extended warranty which included a once a year cleaning and tune up. I brought my vacuum in to be serviced and upon pick up had to check serial number to make sure it was mine. It was dirty, scratched and dented from being carelessly handled by service reps. I voiced a concern to the employee who was rude and unconcerned and was told to call the 888 number. I called the number and was told someone would get back with me in 4-7 days. I called multiple times and no one will return my call to resolve this issue. This was 8 months ago.

July 14, 2016   [redacted]
12pt;">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 his request for a refund of the diagnostic fee.   At the time Mr. [redacted] called to schedule service through Sears Home Services, he was apprised that since his tractor was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $96.00. Below is an excerpt from the call taker’s script pertaining to scheduling service:   “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair.  If you choose not to have your <product> repaired, you will be charged a non-refundable fee of $96.00.”   This does not mean that the trip charge is refunded when the repair is completed. It simply means that the diagnostic fee is incorporated into the labor cost and is not a separate fee.  We apologize for any misunderstanding regarding the trip charge but Mr. [redacted] is not entitled to a refund. With that said, since Mr. [redacted] was previously offered $40.00 in Shop Your Way Reward points, but declined, we are willing to issue a $40.00 credit to Mr. [redacted] account as an alternative resolution.  If Mr. [redacted] would like to accept this offer, he may send an email to [redacted]  In the interim, since we explained why we are unable to honor Mr. [redacted] request, we ask that this matter be closed.     We appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

October 12, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611[redacted]

Dear Ms. [redacted]s:
We have not fully completed our investigation of Ms. [redacted]'s complaint...

regarding the delivery delay of her washer and dryer.
We apologize for the delay in responding to this complaint. We forwarded this matter to the Delivery Innovation Solutions Team to research and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. [redacted] allow us ten business days to come to a decision. In the interim, should Ms. [redacted] have any questions, she may contact me directly at [redacted].
We apologize again 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] direct
[redacted]@searshc.com

May 23, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted] We have completed the investigation of [redacted] complaint...

regarding his dissatisfaction with the quality of his coffee maker and his request for a replacement.
Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of [redacted] complaint we investigated and found that his Kenmore coffee maker model has a 5 year warranty and the warranty states that a consumer should return the defective product with proof of sale to the retailer from which it was purchased. WITH PROOF OF SALE, a defective appliance will be replaced free of charge.
We apologize that the store did not assist [redacted] son when he tried to exchange it at the store. We reached out to [redacted] Store Manager for Store [redacted], to assist with [redacted] concern. [redacted] confirmed that they contacted [redacted] and apologized for the inconvenience. [redacted] informed [redacted] that he had a replacement coffee maker ready for an exchange and offered him a $10 gift card for the inconvenience as well. [redacted] accepted the offer and agreed to return to the store for the exchange and gift card. In the interim, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]

December 22, 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 alleged non-receipt of a refund for an item cancelled from her kmart.com order.   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 our records show that Ms[redacted] was not charged for the cancelled item, we honored her request and issued a refund of $7.35 to her on December 22, 2016.  Ms[redacted] will see this refund as a credit of $4.95 to her [redacted] ending [redacted] and $2.40 in points returned to her Shop Your Way Rewards account.  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  [redacted] Regulatory Complaint Specialist [redacted]

A month ago I purchased a hot water heater from the Sears web site in the amount of $693.39. Immediately after completing the order I received an email with a confirmation number and an estimated delivery date of 2-3 days. A few hours later I received another email stating that my order had been canceled because the item was not in stock. I immediately checked my bank account and realized that there was an authorization hold placed on my account by Sears. I called customer service and was told that I would receive a credit within 3-5 days. I waited a week and did not receive a credit. I called my bank and was told that due to the dollar amount of the transaction it would not fall off for at least 30 days, and that Sears needed to release the transaction. Since then I have spoken to several customer service reps and several managers. They keep telling me that since they never accepted the transaction they can not issue a refund. They have also refused to release the transaction as advised by my bank, and have offered no plausible explanation for the refusal. I am now in the process of disputing the charge through my bank. I have been doing business with Sears for over 3 decades and will never do business with them again! The customer service is horrible and no attempts were made to resolve this issue.

My wife and I placed our first online purchase for a washer and dryer with Sears. We were on the final day of a sale, so we had to get the order in that night. The website was saying this particular washer and dryer was available for delivery, but when we went to checkout, the website told us it was not available. We chatted into a Sears rep and he told us it was available and would place the order for us. The system then would not let him so he told us to place it for pick-up for our nearest store and then we could change it after the fact for no charge. After the order was placed, I have been bounced back and forth from store to call center, both alleging that they cannot help me and that I need to call the other party. Eventually, one rep said she could cancel my order, refund it and do a new order for home delivery and installation. After confirming with her that my previous order had been cancelled, I authorized the new order. It has been over a week and now my new order has been delayed twice for a total of 10 business days and at this point I have still not been refunded and still have no washer or dryer. This is honestly the worst purchase that I have made in my life, and it saddens me that reps have given me bad information and also no one has reached out to try to make this purchase right. It seems no one cares unless I complain loud enough.

October 13, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: [redacted] – Monica [redacted]   Dear Ms. [redacted],   We have completed our review of Ms. [redacted] rebuttal complaint to the previous response provided regarding her Shop Your Way Reward points.   We received an email correspondence from Ms. [redacted] with a screenshot of the promo she viewed online. We forwarded this matter to management with the Shop Your Way Reward department. On October 13, 2016, we received a response advising that they show Ms. [redacted] was awarded 42,400 for the purchase. Therefore, the SYWR department added the missing 10,000 points. Ms. [redacted] has since used some points however her current balance is 40,010 points worth $40.01. Should Ms. [redacted] have any further questions or concerns she may contact the SYWR department directly at 800-991-8708. In the interim, we have noted Ms. [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

November 11, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611[redacted]We have completed the investigation of [redacted] complaint regarding his recent visit...

to one of our auto centers.Upon receiving [redacted] complaint, we escalated his concerns to [redacted] Auto Center Manager of Unit# [redacted] called [redacted] and discussed his concerns.  It was agreed, based upon their discussion, that [redacted] would be refunded the $150.00 per his request.  That being said, because we have provided [redacted] with his requested resolution, 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]

March 10, 2016
 
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611 
[redacted] [redacted]
 
[redacted]
 
We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for a cancelled sears.com layaway order.
 
It is unfortunate that we failed [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted.  Additionally, we sent an email directly to [redacted] on February 25, 2016, to inform her that we issued a full refund of $486.83 in four separate credits to her [redacted] Account ending in [redacted].  At this time, we can only reiterate that we truly regret any inconvenience she may have experienced.  We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed since we have noted [redacted] comments and the appropriate refund has been provided.
 
We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
 
Sincerely, 
[redacted]
Regulatory Complaint Specialist
[redacted]
[redacted]

February 15, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted]
class="InsideAddress">Chicago, IL  60611   Re: 11105035  - Kevin [redacted]   Dear Ms. [redacted],   We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order and request for a full 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 Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted]’ case, the order was fulfilled by ErgodE located at [redacted]., Richmond TX 77406, email: [redacted]@supportingbuyers.com and telephone number of [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [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.   After reaching out to ErgodE on February 2, 2016, it appears that they issued a refund of $27.15 on February 9, 2016. For Mr. [redacted]’ records the return receipt number is 093010860109. Since the MP Vendor shorted Mr. [redacted]’ refund, we have issued the remaining balance of $6.00 on return receipt number 099119029421. In closure, since a full refund has been provided, we respectfully ask to have this matter closed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely,  Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 11, 2015/09/25) */
September 25, 2015
[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 his dissatisfaction with the problems encountered when scheduling a repair for his dishwasher.
It is unfortunate that we failed Mr.[redacted] expectations when he recently scheduled a dishwasher repair. We value Mr.[redacted] patronage, but can understand his frustration when our technician did not arrive for the scheduled appointment. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Our records indicate that the dishwasher repair was completed on September 2, 2015 and is operational. With that being said, since have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, 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
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 13, 2015/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The sears customer service rep heard the problem and acknowledged the situation. I hope they will take the opportunity to improve their call center and tech support dispatching.