Sears Holdings Corporation

I received multiple confirmations from Sears about delivery of a box spring and bed frame via email, voice mail, and text---including on the day of supposed delivery! I took the time off from work, and waited and waited. Finally, I called, only to be told that the items weren't in the warehouse and delivery was being rescheduled for Saturday. But I never received any notice, via any media. I live in a hi-rise, and Saturday deliveries are not possible. I refuse to take off more time from work to be disappointed by the lies and awful delivery service from Sears. There are many other vendors of the same items; I cancelled the order and asked for an immediate refund. I just want others to be aware of how Sears does business and to avoid them if possible.

we were scheduled to have our washer repaired on Friday 1- 5, at 3:47 service center called to say "repair technician was not going to be able to make appointment, would have to reschedule to Wednesday 1-5. At 5:00 on Wednesday I called to inquire when was the technician going too arrive, the call center said "we were on the schedule and the technician would be calling." At 5:30 the call center called and said we would have to be reschedule that the time was beyond the technicians hours, REALLY. We would be rescheduled for next Thursday 8-12, or sooner if there were any cancellations.

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

align="left">  Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a garage ready refrigerator purchased from Sears. If in the spring of 2017, Mr. [redacted] refrigerator does not hold the temperatures that the unit is advertised to hold, Sears will pick up the refrigerator and refund in full. Mr. [redacted] has my contact information and has agreed to reach out to me if any he needs any further assistance. Although Mr. [redacted] would prefer us to keep his case open, our agreement with the Revdex.com restricts the length of time a complaint can remain open. Mr. [redacted] has our written commitment to refund him in full if the refrigerator fails to meet his satisfaction. Therefore we feel that keeping this case open during the interim is unwarranted. That said we respectfully ask that this matter remain closed pending contact in the spring of 2017. 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 Claims Specialist Sears Holdings Corporation [redacted]

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
July 20, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - [redacted]
Dear Ms....

[redacted]

We have completed the investigation of Ms. [redacted]'s complaint regarding her recent order.
It is unfortunate that we failed Ms. [redacted]'s expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching her online order, we found that Sears Online Solutions issue a refund back to her Visa account ending in 1894 on July 2, 2015, under receipt number XXXXXXXXXXXXXX. Additionally, Online Solutions issued a refund of $90.00 for the shipping fee back to the same Visa account on July 9, 2015. For Ms. [redacted]'s records the receipt number is XXXXXXXXXXXX. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, since a 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,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation

Initial Business Response /* (1000, 6, 2015/09/09) */
September 9, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]
Dear Ms. [redacted]
We have completed our investigation of Mr. [redacted] complaint...

regarding service for his refrigerator.
Upon receipt of Mr.[redacted] complaint, we found that he had been approved for a replacement under his Master Protection agreement by the service unit due to a sealed system issue. If Mr.[redacted] has any questions he may contact the Protection Agreements Benefits Association at XXX-XXX-XXXX. Since Mr.[redacted] is receiving a replacement for the refrigerator we have closed this case.
We apologize to Mr.[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com

March 29, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL ...

60611   [redacted]         [redacted]   We have completed the investigation of [redacted] complaint regarding her recent store visit.   [redacted], Store Manager, provided the following response:   We have spoken with [redacted] and she was provided with a resolution that she found to be acceptable.  Should [redacted] have any further concerns, I [redacted] may be reached during normal business hours at [redacted]. In light of the aforementioned information, we respectfully ask that this matter remain 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

December 22, 2016   [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. [redacted] complaint regarding her dryer and her request to have the unit replaced.   It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dryer. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]   Upon reviewing Ms. [redacted] service history, we found that prior to the repair that was completed on December 21, 2016, she has had two other service calls in the last year; however, parts were only replaced during one of the repairs.  Per Ms. [redacted] Master Protection Agreement (MPA), she will need two more failures with functional parts replaced before November of 2017 in order to qualify for a replacement.  With that said, Ms. [redacted] has my assurance that the dryer will be replaced if it requires another repair in the next year.  If another failure occurs, she can reach me directly at [redacted] for assistance with the replacement process.  In the interim, since the repair to Ms. [redacted] dryer has been completed, we ask that this matter be closed.   We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Jeremiah [redacted] #94[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding Sears Auto...

Center.
Thomas [redacted], Sears Auto Center District Manager provided the following response:
The services provided at the Massapequa Sears Auto Center were unrelated to the issues discovered at the Hicksville location. The Massapequa Sears Auto Center identified a leaking transmission pan gasket; the Hicksville location identified an issue with the throttle body. That said, at Hicksville we cleaned the throttle body and replaced the throttle positioning sensor. On June 23, 2015, Mr. [redacted] continued to experience issues with his vehicle. We fully reimbursed Mr. [redacted] for the service to the throttle body as well as the replacement of the throttle positioning sensor. We will not be reimbursing Mr. [redacted] for the transmission services as they are unrelated to the issues with the engine. Since we have refunded for the engine repairs, we ask that 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,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com

(The consumer indicated he/she DID NOT accept the response from the business.)
I am still waiting, I still have not rec'd my extended warranty from Sears on my new curved 65 inch television from Sears. I purchased the extended warranty May 2014 in Oahu when choosing my new replacement tv because old tv was unrepairable, but do not have anything in writing as of 10-27-2015 about the new tv I rec'd in Ohio for the extended warranty from Sears. When will I receive it? How long does it take to create an extended warranty?
1) Rec'd my new tv in OH 10-10-15 from Sears, replacement credit for tv was picked out in Hawaii and friends never pick-up for me in HI.
2) tv pick-up from Sears at my condo in HI 10-21-15, condo for sale, realtor had to let pick-up people in, [redacted] lives in OH. 3rd times charm. Wrong Phone #'s on records & were old tenants & they have moved out of my condo over a year ago...empty.
3) Rec'd copy of the receipt for old 55 inch tv for realtor for pick-up from Sears & my records.
4) Rec'd copy of the Receipt for new 65 inch tv for my records from Sears.
5) I NEED A COPY OF MY EXTENDED WARRANTY FROM SEARS FOR MY NEW 65 INCH TV FROM SAMSUNG FOR MY RECORDS. Never Received yet. Patiently waiting.
Thank-You.

September 19, 2016
0in 0pt" class="InsideAddressName"> 
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  #[redacted] – Julie [redacted]
 
Dear Ms. [redacted]:
 
We have completed the investigation of Ms. [redacted]’s complaint regarding the repair of her washer.
 
We have reviewed Ms. [redacted]’s service history and our records show that it her washer was repaired on September 8, 2016 and is now working as designed.  We apologize for any inconveniences she may have experienced and as a one-time customer courtesy have processed a $50.00 gift card which will be received in 7-10 business days to the address listed on this complaint.  That being said, because Ms. [redacted]’s washer is now working, 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
[redacted]
Erica.[redacted]@searshc.com

We purchased an upright, frost free freezer last May 2015 from the Sears Outlet Store in League City, TX. We purchase insurance on it and for a while it worked o.k. Last May we began having trouble with it and finally now it does not work at all. Repair was called out 4 times to no avail. It doesn't work at all now. I called Sears to get a refund and they sent the call to 4 or 5 different people and finally nothing could be done, no refund, no credit, no nothing. 10:15 am July 21, 2016

August 29, 2016   Nita [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: Gary [redacted] - # [redacted]   Dear Ms. [redacted]:   We have completed the investigation of Mr. [redacted]’s complaint regarding his refrigerator and dishwasher.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator and dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted].   Upon reviewing Mr. [redacted]’s complaint and the notes in his service orders, my office authorized Mr. [redacted] $500.00 under his Service Smart Agreement (SSA) towards a new refrigerator from Sears.  We subsequently spoke with Mr. [redacted] and found that he had purchased a new refrigerator outright.  Fortunately, the store agreed to re-ring the transaction and refund Mr. [redacted] $500.00, the amount he was authorized.  Additionally, we processed a sales adjustment for $100.00 as compensation for any inconvenience this situation may have caused Mr. [redacted].  Lastly, we processed a check request for $200.00 to reimburse Mr. [redacted] for food loss.   As to the dishwasher, we scheduled an appointment to have the unit examined.  A Sears technician diagnosed the dishwasher on August 25, 2016, and subsequently replaced the control board; completing the repair.  Mr. [redacted] was not charged for this repair as the dishwasher carries a Master Protection Agreement (MPA).  With that said, since we have addressed Mr. [redacted]’s concerns regarding his refrigerator and dishwasher, we ask that this matter be closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.   Sincerely,   Melissa [redacted] Regulatory Complaints Specialist

As of today 08/02/16 7:30 pm, I have only received gift card with balance of $43.02, I have not received a check of $756.98 yet.
So Sears still owe $756.98, can someone please check how many more days will it take to receive a check?
Thanks
[redacted]
 
 
 
 
 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611[redacted]
[redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with...

our customer service and request
for a refund for 2 [redacted] comforters he claims he returned in April of 2015.It is unfortunate that we failed [redacted]
expectations when he requested assistance with 2 [redacted] comforters he purchased
earlier this year. We value his patronage and can understand his frustration
with the events detailed in his complaint. We can assure [redacted] that his
concerns have been forwarded to management for review.  With that having been said, our records
indicate that we received [redacted] complaint April 15, 2015.  However, he did not include a sales receipt
or any information for the store where he completed his purchase.  Therefore, we replied via email and asked him
to return to our Kmart store with his receipt to receive further assistance, as
returns are handled in our stores, but he did not respond.  It might also be important to mention that
the [redacted] brand is not manufactured by Sears or Kmart, and as such any issues
concerning items that may be outside of our return period but still covered by
a [redacted] manufacturer’s warranty would be handled by contacting [redacted]
directly.  At this time, we can only
reiterate that we regret any inconvenience [redacted] may have experienced.  We respectfully ask to have this matter closed,
since we have noted [redacted] comments and no further resolution can be
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]

(The consumer indicated he/she DID NOT accept the response from the business.)
For whatever reason,I cannot open their emails !!!!
Please have them mail me copies of the Repair Orders
This company should not be allowed to do business in the U.S.
On their first visit, I paid cash of 207.33 I have THEIR receipt, HOWEVER on their last visit not only did they charge my [redacted] Card for $110.19 they ALSO charged what I had paid in cash.
ALL I want is copies of the Repair Orders.Please, will you have them regularnmail to me ??????

October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding the pricing of an oil...

change we provided for her recently.
It was our understanding that [redacted] the Assistant Manager for the location in question, has spoken with [redacted] regarding this issue. Apparently, there were several coupons in circulation when [redacted] visited and the associate assisting her input the code for the $12.00 off coupon, As a result, [redacted] was charged $17.99 rather than $16.99. We do want to point out that the coupons all note that a $3.50 shop fee applies to all of the transactions. As a conciliatory gesture, we have offered to send [redacted] a gift card for $10.00 and she has accepted. 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
[redacted]
[redacted]

January 3, 2017     [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 Mr. [redacted] complaint regarding his recent online order experience and request for a refund.   We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in Mr. [redacted] order we found that Sears Online confirmed that the order was returned and processed a full refund of $75.76 on December 9, 2016, under return receipt number [redacted] Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim 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,  [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

[redacted].com
6/25/2015

Sears
Consumer Complaint Division

Dear Sears
Re: Customer Service and Repair Department Complaint

2013 I bought [redacted] Freezer at the Laurel, MD Appliance Center unfortunately, your product and service has not performed adequately because the freezer door still does not close and there is ice buildup. I am disappointed because I have called to have the freezer serviced several times as well as had several parts delivered to my home to fix the issue. As of today the service has not been performed correctly; I have made several attempts to contact your customer service department and speak with a supervisor, I have been hung up on, promised a call back from management and I have not received any type of resolution. In an attempt to speak with upper management I called your corporate office and was quickly re-routed to the customer service department when I stated I had a complaint. I then called back and spoke with a supervisor from the online dep

July 20, 2016     Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   Re: #[redacted] – Jasmin T. [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 a Kmart online layaway order cancelled in 2014.   It is unfortunate that we failed Ms. [redacted] expectations when she contacted Kmart for assistance. 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.  As a result of this action, we revealed that Ms. [redacted] contacted kmart.com on July 1, 2016, regarding her 2014 layaway and at that time we confirmed that a refund of $27.06 was issued to her Visa ending in 6050 on December 28, 2014.  While we certainly empathize with Ms. [redacted] situation, Kmart does not have the means to determine whether she retrieved her refund or if it may have been absorbed by any balance owed to her account provider before closing her account.  Additionally, since it has been over a year and a half since our refund was issued, Kmart no longer has the authority to reverse her transaction.  This is especially true with regard to a closed account.  With that having been said, we can only confirm that the appropriate refund was issued to the credit account Ms. [redacted] used for her purchase, and that this action is correct, as our refund policy states all funds will be returned to the account used to make the original purchase.  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 documented Ms. [redacted] comments and the appropriate 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,  Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-[redacted]

November 2, 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 non-receipt of a refund for items she ordered from sears.com but did not receive.   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, we have confirmed that upon our receipt of this complaint, Ms. [redacted] had already been informed that a refund of $887.35 was issued to her [redacted] account ending in [redacted] on October 13, 2016.  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 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]