Sears Holdings Corporation

Complaint: [redacted]
I am rejecting this response because: 
The response is incorrect and illogical. I hired Sears to do a job which was not completed as agreed upon by BOTH  parties. I hired Sears to reface my cabinets, install 2 drawers into an existing island, shorten the height of the island and SHORTEN the countertop on the island (not EXTEND the countertop, please get your facts straight).  
Sears said they could perform all of these services  and would do so professionally.  If Sears could not perform these services they should not have committed to the job.
Why didn't the salesman or installers tell me the drawers wouldn't work? If I was speaking with "professionals," as Sears advertises they are, then they should have advised me that this could not be done. If someone would have said it could not be done I would not have hired sears to do the job for $14K. It is illogical for you to say that it is my fault the drawers do not work. I hired YOU to do the job which was not completed as agreed upon.
It is now 5 months since you installed the drawers and we are still going back and forth. Do what is right and refund me for the cost of installing the drawers as well as for me to be able to hire a Professional to fix it.  
 
Sincerely,
Juan [redacted]

Contact Name and Title: [redacted]
October 15, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of...

[redacted]' complaint regarding her dishwasher repair.
First, we would like to apologize to [redacted] for failing her expectations in regard to her dishwasher repair. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressed.
On October 14, 2015, the part arrived; it appears that the part was not available locally nor was it readily available from the manufacturer. We apologize for any misinformation [redacted] may have received regarding the status of her order. With that said, that same day, a technician installed the motor and returned the dishwasher to proper working order.
In summary, since we have completed the repair to [redacted] dishwasher, albeit later than expected, and documented her concerns with the repair process, 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

71215 21cu. Ft. Top-Freezer Refrigerator w/Ice Maker size: 35.0 x 34.0 x 69.5 MFR: 111.71215 Part: [redacted] KSN: 8576708 UPC: [redacted] Item# [redacted]
Had this refrigerator delivered to my house on Dec.09.2016 and with NOT even 2 month the compressor had stopped working completely the week of 01/16/2017. All our food in the freezer had melted and defrosted. Had contact customer services to send a technician to fix the refrigerator. The technician arrived on Wednesday 01/25/2017 and told us by 01/27/2017 Friday "all the part will arrive and Monday 01/31/2017 a technician will come by to install the part." Took Monday off to have a technician come and fix the refrigerator, just to find out all the parts has not arrived when we had called customer services. Customer services 1800-[redacted] stated that the order has been pushed back to 02/18/2017, customer service did not give us an answer to why the delay. Had asked to speak to a supervisor, customer services declined to give us a supervisor and hung up on us. Had call 1-844-[redacted] and asked to speak with a supervisor, spoke with a "supervisor" named Benjamin #[redacted] that supervisor was NOT helpful; after many attempt to get an answer he got loud and stated that the order was "back order" therefore we won't get the unit for the compressor until Feb.18th 2017. We wanted to know what we should do until then however he was not being very helpful so we had asked multiple times to speak with another supervisor. The "supervisor" Benjamin denied us to speak with another supervisor and stated that he is the ONLY supervisor. After many attempt to come to a compromise the "supervisor" Benjamin decided that we were not getting anywhere and he decided to say "goodbye" and hung up the phone. What are we suppose to do with no refrigerator? we have NO FOOD in the house? I'M SORRY BUT WE'RE NOT RICH TO EAT OUT EVERY DAY. THIS IS BY FAR THE WORST CUSTOMER SERVICES AND PRODUCT TO PURCHASE APPLIANCE FROM! HAVE NEVER BEEN TREATED SO HORRIBLE! NEVER EVER WILL I OR MY FAMILY MEMBER PURCHASE ANYTHING FROM KENMORE! WE WERE LOYAL CUSTOMER TO KENMORE (HAD PURCHASE MULTIPLE THINGS FROM KENMORE SUCH AS STOVE, AND WASHER/DRYER) but NEVER AGAIN!

Initial Business Response /* (1000, 11, 2015/09/17)
*/*September 17, 2015[redacted]
Revdex.com
*330 North Wabash Ave., Ste. #2006*Chicago, IL 60611**
Re: [redacted]Dear Ms. [redacted]We have completed the investigation of Ms. [redacted]...

complaint regarding her dissatisfaction with our customer service and alleged failure to provide warranty service for her tires.**It is unfortunate that we failed Ms. [redacted] expectations when she recently visited our Sears Auto Center. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. Hamilton that her concerns have been forwarded to management for review. As a result of this action, we revealed that we noted Ms. [redacted] invoice dated May 6, 2014, with the following statement in the comment field: "Customer aware that rear tires need replacement as well." Ms. [redacted] returned 3 days later for the rear tires and at this point had not purchased road hazard coverage for any of her tires. On May 27, 2015, one year later, she returned with 2 flat tires. One of the tires was repairable and the other (the right front) could not be repaired; therefore, it was replaced. It was at this time and for the right front tire alone, that Ms. [redacted] purchased road hazard coverage. On August 21, 2015, Ms. [redacted] returned with a flat right rear tire. It was not repairable and was replaced. The note in the comment field of the invoice for this service states "Customer declined road hazard." As such, it appears that Sears has honored the road hazard warranty Ms. [redacted] purchased for her tire and has not been overcharged at any point. For this reason, we are unable to honor Ms. [redacted] request for a refund for two of her tires. We can only apologize for any inconvenience she may have experienced. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon, 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 no further resolution can be offered for this issue. **We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Invoices can be provided to you to support our statements, if needed.**Sincerely, [redacted]Regulatory Complaint Specialist
Initial Consumer Rebuttal /* (3000, 13, 2015/09/19) */*(The consumer indicated he/she DID NOT accept the response from the business.)*I will never use your services again! The people that work for you are liars and spend more time talking down to your customers, so if that is what your customer service procedures are than you, Sears, you have hit your mark. Never again. I will spend my monies elsewhere. [redacted]P.S. As a community we are dissatisfied with your company[redacted] will be here soon...
**Final Business Response /* (4000, 15, 2015/09/28) */*September 28, 2015[redacted]Revdex.com *330 North Wabash Ave., Ste. #2006*Chicago, IL 60611**Re: [redacted]
Dear Ms. [redacted]We have completed the investigation of Ms. [redacted] rebuttal regarding her dissatisfaction with our response to her request for a refund for tires purchased at Sears Auto Center. **We have reviewed both Sears' response and Ms. [redacted] rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, her invoices confirm that she purchased Road Hazard coverage for only one tire, and manufacturer warranties do not cover accidental damage. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted] case we do apologize that we failed her expectations, but can only suggest that she ask for assistance in reading her invoice and/or review it more closely before leaving the Auto Center on future visits to ensure she has received all of the products and services she requested or feels entitled to receive. We have again noted Ms. [redacted] comments and 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. Invoices can be provided to you to support our statements, if needed.**Sincerely, [redacted]Regulatory Complaint Specialist

August 17, 2016
 
0pt" class="InsideAddressName">Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Nancy [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’s complaint regarding the repair of her riding tractor.
 
We have received Ms. [redacted]’s complaint and apologize that it has taken longer than anticipated to repair her tractor.  Our files indicate that Ms. [redacted]’s tractor is scheduled for repair today, August 17, 2016.  Because we value Ms. [redacted]’s patronage and because she has been without her tractor, we have processed a bank check in the amount of $100.00 which will be received in 7-10 business days to the address listed on this complaint.  That being said, because we have addressed Ms. [redacted]’s complaint, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
Erica.[redacted]@searshc.com

November 18, 2016
'serif'"> 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – David [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Mr. [redacted] complaint regarding a trampoline that ripped and failed his expectations. 
 
Upon receiving Mr. [redacted] complaint, we escalated his concerns to Ivy [redacted], Team Manager, who states the following:
 
There is always the possibility that the rip could be normal wear and tear which is why I went back and listened to the call myself. At the beginning of the call Mr. [redacted] stated that: “the net [enclosure] is gone, it’s tore up, it’s gone.” He also stated that the area where the springs hold the jumping pad was busted up and that the jumping pad was ripped. When agent asked how the damage happened, he stated that he didn’t know what happened to the trampoline; his grandkids were jumping and playing and his grandson told him something was wrong with the trampoline.
 
Based on how Mr. [redacted] described the damage, it was determined that it wasn’t normal wear and tear. The damage to the springs area may be considered normal wear tear, but the damage to the netting would not be. We have to take in consideration all of the damage, including the damage to the enclosure.  That being said, because we have addressed Mr. [redacted]’s complaint, 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

Contact Name and Title: Erica [redacted]
Contact Email: Erica.[redacted]@searshc.com
October 12, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94572347- Emily [redacted]
Dear Ms....

[redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her treadmill.
We have received Ms. [redacted]'s complaint and apologize that the screws are stripped on her treadmill. We would like to note that the treadmill was delivered on April 12, 2014 and its one year manufacturer's warranty has since expired. Unfortunately, because it has been such an extended amount of time, there is no way to tell if the delivery team who initially put the treadmill together caused the stripping of the screws or not. At this time, we are unable to assist Ms. [redacted] with her request to have the unit. If she is wanting repair, she would need to contact Nodictrack at [redacted] as Sears does not handle repair of that brand. In the interim, because we have addressed Ms. [redacted]'s concerns, 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com

November 21, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  Anthony A. [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted] complaint regarding Sears Duct Cleaning.   Prior to our office receiving this complaint, the issue was addressed by our escalated customer service group, Executive Member Services (EMS).  When EMS was notified of Mr. [redacted] concerns, they contacted Rhonda [redacted] with Sears Duct Cleaning for assistance.  Ms. [redacted] subsequently responded that Mr. [redacted] refused to allow a follow-up service; thereby, not permitting Sears Duct Cleaning to re-evaluate the ducts.  Furthermore, Ms. [redacted] reported that Mr. [redacted] was threatening and used profanity when she and the local office attempted to speak with him.   There were also notes in the EMS case that Mr. [redacted] used expletives and made threats to the agent trying to assist him.  Mr. [redacted] was subsequently sent a letter explaining that since he did not allow Sears Duct Cleaning to return to his home to address the duct issues, and due to the way he spoke with the local office, he has been placed on a “No Service” list.  We have included a copy of the letter with this correspondence.  Additionally, as clarification, under the terms of Sears Satisfaction Guarantee, Sears must be permitted to inspect and remedy any consumer’s concerns.  Without this opportunity, no accommodations will be considered.  Due to Mr. [redacted] lack of cooperation and threatening manner, no accommodations will be forthcoming. As this decision is final and commensurate to the circumstances, we ask that this matter be closed.   We appreciate the opportunity to address this matter.   Sincerely,   Melissa [redacted] Regulatory Complaints Specialist   Enclosure

April 15, 2016

12pt;">


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

Our File No.: [redacted]
[redacted]
Revdex.com Case # [redacted]
Via: Revdex.com Website

Dear [redacted]

Thank you for allowing our office to assist you with the concern you recently brought to our attention. On behalf of Sears please know that we do value [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. This letter serves to confirm that we have completed our investigation in regards to the above-referenced file.

Sears is dedicated to its customers and their overall satisfaction with any and all work performed by either Sears or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. The Product Repair Service (PRS) Department was notified about [redacted]’s complaint regarding the alleged lack of service she received from us. This would not be the normal process for our technicians or representatives. Per Sears’ policy, the matter has been reviewed and addressed by the appropriate management.

During my conversation with [redacted] on 03/23/2016 she stated that she did not want Sears in her home and that she had already purchased a new water heater. According to our Regulatory Specialist who was previously handling [redacted]’s case, Sears issued a check to [redacted] for the amount of her latest Protection Agreement (PA) renewal ($98.58), but her coverage is still in effect until 04/24/2016. Sears regrets that we were not able to meet her expectations. We hope that she keeps us in mind for future service or home improvement needs.

As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation process. If you have any further questions or concerns, please contact me at [redacted], or via email at [redacted]

Sincerely,



[redacted]
SHIP/HI Regulatory Complaint Specialist

[redacted]

April 6, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611...

  [redacted]   [redacted] We have completed the investigation of [redacted] complaint regarding a [redacted] agreement.     Each step of the [redacted] process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline.  [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to [redacted] Option 3: buy it out for $XXX.” [redacted] has confirmed that [redacted] was also provided with a copy of this agreement via email. We want to make it clear that [redacted] is a separate entity and [redacted] agreement is with them. We cannot interfere; she will need to contact [redacted] with any further questions regarding her lease. That said, [redacted] let us know they were canceling nay of the remaining balance left on her lease and considering it as paid as a courtesy. In light of the aforementioned information, we respectfully ask that this matter be considered closed.   We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

I would have to say that I will never shop there again I called the customer service dept. they were rude and disrespectful was just trying to give input asked to talk with supervisor and she was even worse. I’ve been in customer service for over 20 years and never been spoken in that matter last but my review is f- not worth spending my hard earn money with them I'm plan on [redacted] this and blog and [redacted]

Complaint: [redacted]
I am rejecting this response because:
I appreciate Sears' apology and admission, but now is the time to make me whole for the loss of food, the expenses I incurred (I had to buy a freezer at [redacted] while it tood FIVE (5) (!!) visits to repair the refrigerator, and the total waste of my time. Three of the five visits did nothing to advance the repair of my [redacted] refrigerator. 
My claim is:
$250 lost spoiled food, per the contract
$190 - freezer from [redacted] for a month
$500 lost time from work waiting for three Sears visits which misdiagnosed problem, ordered incorrect parts
Total Claim: $940
I will be happy to close the complaint when Sears makes things right by compensating me as set forth herein. 
 
[redacted]
 
I will be happy to close the file if Sears makes these payments. 
 
[redacted]
 
 
 
 
I have a pending claim for refrigerator freezer food loss. I also ask that I be given a partial re
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Unfortunately, Im limited to space and design and time frames ect of this site. I have been a longterm Sears customer since the days of my Grandfather ..We have purchased Craftsman tools here for years.At one time they were timeless and the quality was outstanding. There was no need to return them and if you did it was on a lifetime warranty and the customer service was exemplary.  Over the years my experiences with Sears in everything from the quality of the products, prices, customer service, has steadily gone down hill. Lets be honest here this is why Sears and Kmart are in the situation there are currently in !
In everything labelled as Craftsman from tools to my last Craftsman yard tractor, blower, chainsaw there quality has definitely changed as everything is now made in China and has a calculated usage length for some like the blower its 50hrs  before it breaks down. Trying to obtain parts for my tractor or blower was another nightmare!
 When I purchased this item I informed the salesclerk who had to unlock the lock on the item so that I could take it from the shelf hook it was locked too up to the sales clerk at the counter that it was for my fathers birthday on June 26 I was buying it now to get a deal on it. I stated should there be any problem with returning this item if I had any issues whatsoever (as it was expensive tool) ..including it was the wrong one, too complex too use, not working as it should ect ...I was advised no problems just bring your original receipt. Great I always file receipts.  
I did not see any signs advising me of the 30 day rule you mention. The salesperson whom Id tried to return the item too reviewed everything looking at the receipt and that was the first time any "return policy" was shown too me..It states "Most Items have a return policy of 30 days from purchase but may very by item. All returns require a receipt and maybe looked up in store."ect
Okay well over the years of shopping at Sears I purchased appliances, TVs, Clothes ect I have returned wrong part or things before and when one uses the Sears Card and a phone number the salesclerk could always pull it up every if you couldnt find a receipt. Ive never had an issue with returns. I note at the very very bottom of the 5 receipts I was given ( basically you print a tree with coupons for everything you sell at Sears) there was this unclear brief Return Policy. Technically it says "most items" not all items and its unclear what items are "most items" I have the original 5 receipts and packaging ect ...
I was so taken back by the rudeness of customer service, including the saleclerk, his supervisor and the lack of a General Manager on duty to come to address my concerns. Sears has no customer service whatsoever these days ..You indicated that the store manager had made attempts to contact me ...I have checked my voice mail and that is just not true ..No one has called me and made any attempts to help me.Its shameful that I should have had to write the Revdex.com of Chicago before I can even get someone to respond Ive ended up having to invest more time in what could have been a simple return. 
The Item was purchased on May 28,2016 and returned on June 28,2016. Thats one month or "30 days" ( as some months have 29 days some 30 some 31 )  in most stores. I have never had a cashier pull out a personal cell phone and then count the days 1 at a time to say nope thats 31 because May has 31 days !  I gave it as a gift ...and was very embarrassed to say the least to find the state of disrepair the item was in as well as it was missing parts, manual ect . It was not in working order nor was it what I purchased or what I expected to find in the sealed container hardened plastic container. This is shameful ! Its like a bate and switch Sell me what appears to be on the container's packaging only to open it later and find its not what its suppose to be ...
On a more personal note I just happen to be a Veteran and a current active gastric cancer patient. Life has been a challenge with chemo and radiation and a total gastrectomy. Im certain you can appreciate Im blessed to be alive today. For me, today there isn't any room to deal with all of this nonsense. Im not interested in having to deal with issues with this item under a warranty for the next 2 yrs ..Im also no longer interested in shopping at Sears nor Kmart. 
The item is not what I purchased, it was not in working order, parts were missing nor is it what I expected to be in the container. The play on the wording "most items"on the return policy is ambiguous. What are "most items"?  There is no customer service, No manager has attempted to contact me and leave messages. Had that occurred Im certain I would have returned there call. Further I find that your closing this file out considering it resolved is despicable and rude and not acceptable. You certainly have no appreciation for customer service. 
In view of the above the only thing acceptable to me is that you accept this item returned as damaged and in the condition I received it in and you refund to me the monies I paid for it on my Sears credit card..
The 
 
 
I did not expect to find it not working as it should, missing three adaptors, owners manual 
 
e have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to return the Craftsman Scan Tool after the 30-day return period. As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Mr. [redacted] purchased the tool on May 28, 2016 and attempted to return it on June 28, 2016, he was over the 30 day return period by 1 day. It would not be fair to make an exception for Mr. [redacted], when no one else has received one. However, after the Sears hassle-free 30-day return/exchange period has expired, the Craftsman Scan Tool is covered by the manufacturer’s two-year warranty. Since Mr. [redacted] mentioned in his complaint that the scan tool is defective, then it will be replaced; not returned for a refund. The warranty states, FOR TWO YEARS from the date of sale this product is warranted against defects in material or workmanship. WITH PROOF OF SALE a defective product will be replaced free of charge. We apologize that Mr. [redacted] was not offered a replacement. We have reached out to Store Manager Andrea [redacted] regarding Mr. [redacted] concern. Ms. [redacted] made several attempts to contact Mr. [redacted] but she did not receive any return calls. If Mr. [redacted] would like to exchange the Craftsman Scan Tool, he can contact Ms. [redacted] at [redacted] or return to the store with a copy of his receipt and the tool. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, 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] 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
They have promised for months to fix this.  I have gotten this promise from multiple representatives of SEARS.  This is why I contacted the Revdex.com.  There is no excuse for how long this is taking.  Like I said, somehow they can change my return and exchange status of the order but not that I picked it up.  It makes no sense why I keep getting the same run around on a glitch that would be should be easy to fix.  I am always told that it will be fixed and yet it still is not.  If this supposedly has no effect on my account, then just make the order itself disappear or fix it.
Sincerely,
[redacted]

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

[redacted]   Dear Ms. [redacted]   We have been unable to complete the investigation of Ms. [redacted] complaint regarding the service coverage under her Sears Home Warranty. Our research shows that a partial refund was processed for Ms. [redacted] Home Warranty; we have left messages requesting Ms. [redacted] contact our office directly to discuss this complaint further but as of July 6, 2016 we have received no call backs from Ms. [redacted] If Ms. [redacted] still requires assistance, she can contact me via email at [redacted] or via phone at [redacted]  In the interim, we will consider Ms. [redacted] matter closed, pending her response. We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely,   [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]

April 22, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted]   [redacted]   We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a full refund for her cancelled sears.com 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, our online associate tried to reach [redacted] on April 4, 2016, to discuss her concerns, but was unable to reach her.  Therefore, we sent an email directly to [redacted] to inform her that we issued 3 separate credits in the amounts of $250.00, $250.00, and $218.49, to refund the remaining charges of $718.49.  This action was necessary because [redacted] informed us that she did not receive the check refund that is typically issued by our system when our members use a third party [redacted] gift card that may not accept refunds.  [redacted] may reply to our email if she has any further questions about this issue or her refund.  She is also welcome to contact Regulatory Complaint Specialist [redacted] at ([redacted] if she needs further assistance with this issue.  We truly regret any inconvenience [redacted] may have experienced.  We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible.  We respectfully ask to have this matter closed since we have noted [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]

October 19, 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. &...

Mrs. [redacted]'s complaint regarding their dissatisfaction with delay on the refund for the return of their refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. & Mrs. [redacted] may have experienced. We want to assure the [redacted]s that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receiving the [redacted]'s complaint, we researched and discovered that the original purchase date of the refrigerator was November 5, 2014. Due to the service history, on June 11, 2015 we offered to process an exchange on the refrigerator. The refrigerator exchange was processed and delivered on June 15, 2015. Ms. [redacted] contacted us again on June 22, 2015 to report that the refrigerator was leaking and requested a return. The associate mistakenly informed Ms. [redacted] that since we had just delivered the refrigerator, she was still within the return period. As clarification, Sears return period is 30 days from the original purchase date (not the exchange delivery date) and the [redacted]'s return period had expired on December 5, 2015. Even though the [redacted]s only qualified for another exchange, the return of the refrigerator was processed and it was picked up by our delivery team. Regrettably, since the exchange receipt was used for the return instead of the original purchase receipt, our system indicated the refund amount due was $0.00. We apologize for this error and the problems encountered when they called to inquire about the refund on the return.
With that being said, on October 19, 2015 we contacted Ms. [redacted] and apologized for the delay in the refund process. We received confirmation from our warehouse team that the refrigerator had been received as a return and we processed a refund of $1,953.90 to Ms. [redacted]'s credit card ending in 3794. We also reached out to our contract department and requested to cancel the service agreement that she purchased for the refrigerator. We explained to Ms. [redacted] that she would receive a pro-rated refund on the cancellation of the service agreement. She should receive the refund via a bank check within 10 business days. Since we have addressed the issue brought forth in the [redacted]'s complaint, we have closed our file.
Again, we apologize to the [redacted]s 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

See attach document. (Rebuttal Letter - JILL [redacted].docx)

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

ordered that he had not received.From what we can gather, the order [redacted] placed never
bridged to our [redacted] business so they never shipped the part. When he
would call to check on the part, it looks like he was transferred over to our
[redacted] business but unfortunately no one corrected the order, or placed a
new one, so that the part would have shipped. This was finally addressed on
October 24, 2015. At that time [redacted] was transferred to [redacted] and they
direct shipped him the part in question. Our [redacted] team followed up with him
and he confirmed he had received the part. In addition we have sent him a
$25.00 gift card via mail as an apology for the delay he encountered; he should
receive this within 2-3 weeks. If he has not received the gift card within that
timeframe, he is welcome to contact me at [redacted] or via
phone at [redacted] In the interim, since we have been able to confirm that
[redacted] finally received the part and a gift card was sent to him that was
almost equal to the value of the order, we have closed our file.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]Team Manager, Regulatory Complaints[redacted]

March 30, 2016
 
[redacted]
Revdex.com
330 North Wabash...

Ave., Ste. #2006Chicago, IL  60611
 
[redacted]   
 
[redacted]
 
We have completed the investigation of [redacted] complaint regarding her disappointment that the glass in her range’s oven door shattered and her request to receive a free repair even though she is outside any warranty coverage. We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get.
 
The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass. 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 by the oven temperatures and then cools, the glass can suddenly seem to fail.
 
While all-over shattering happens infrequently, when it does it is dramatic enough that it can be disconcerting. This means that it is more apt to be talked about or even mentioned in online blogs and articles. Consumers also feel that there must be a defect as it seems to happen so spontaneously. However, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter.
 
Our records indicate that [redacted] purchased her range November 23, 1999. In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchase. So if [redacted] was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered.  However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty period. In [redacted] case, the range in question is nearly 16 ½ years old; as such we feel it is clear that any breakage would have to be attributable to usage rather than a defect.
 
If [redacted] would like to have this repaired, she is welcome to set up a service order by calling [redacted]. For a minimum fee, we would send a technician out to assess the range and to provide her with an estimate as to how much it would cost to repair it. If she accepts the estimate then that is the amount she would owe and if she declines the estimate, then she would owe the minimum trip/diagnostic fee (this appears to be $95.00 in [redacted] area). In the interim, since we have explained that the glass breakage in her range is not a defect, and any repair necessary would be at her expense, we have closed our file.
 
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] Team Manager, Regulatory Complaints [redacted]