Sears Holdings Corporation

Initial Business Response /* (1000, 10, 2015/05/28) */
Contact Name and Title: [redacted] 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - # XXXXXXXX

Dear Ms. [redacted]
We have completed the...

investigation of Ms. [redacted]'s complaint regarding Sears Driving School.
First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently enrolled her son in Sears Driving School. Upon receiving Ms. [redacted]'s complaint, we contacted [redacted] with Sears Driving School for assistance. Mr. [redacted] responded that his supervisor spoke with Ms. [redacted] regarding her concerns. Apparently, she went to the location and spoke with the instructor, who was able to clarify how the behind the wheel lessons work. She completely understood after their meeting. As to the issue with smoking, Ms. [redacted] said that she could faintly smell smoke on the instructor, but it was not an issue. Since it is our understanding that Ms. [redacted] is satisfied with the outcome of her complaint, we ask that this matter be closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Regulatory Complaints Specialist

February 25, 2016
font-size: 12pt;"> 
 
 
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste 2006
Chicago, IL 60611
 
Our File No: [redacted]
Revdex.com Case #: [redacted]
Via: Revdex.com Website
 
Dear Ms. [redacted],
 
Thank you for contacting Sears Home Improvement Products, Inc. (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP 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.
 
Pursuant to Ms. [redacted]’ request, we have returned to the home for three service visits. During the first visit we determined that new fuses and a new heat strip were needed. On the second visit we felt it would be a better long-term solution to install a heat kit and a new thermostat. On February 19th, we installed two relays and the thermostat. We have received both written and verbal confirmation from Karen [redacted] that the HVAC unit is operating as it should and the member is satisfied with the resolution. Additionally, as a gesture of customer service Ms. [redacted]’ existing maintenance protection agreement has been extended until October 18, 2017.
 
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] x [redacted], or via email at Heather.[redacted]@searshomepro.com.
 
Sincerely,
 
 
 
Heather [redacted]
SHIP/HI Regulatory Complaint Specialist
 
cc: Amanda [redacted] via 1st class postage
Tell us why here...

October 14, 2015
Revdex.com
Attn: Nita [redacted]
330 North Wabash Ave., Ste [redacted]
Chicago, IL 60611
Our File No: 7[redacted]
Revdex.com Case #: [redacted]/ Donald [redacted]
Via: Revdex.com Website
Dear Ms. [redacted],
Thank you for...

contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer's concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP 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.
In regards to Mr. and Mrs. [redacted]'s request we did address the siding repairs as a gesture of customer service. The repairs were completed on October 10, 2015. I have spoken with the customer and confirmed they are satisfied. I have advised Mrs. [redacted] if any future issues arise to contact me directly.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. and Mrs. [redacted] as a customer and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] x 5415, or via email at Melissa.[redacted]@searshomepro.com.
Sincerely,
Melissa [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Mr. and Mrs. [redacted]

November 3, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL  60611Re:  # 10887028–Cathy
[redacted]    Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s...

complaint
regarding her recent purchase.   We apologize that Ms. [redacted]’s
dryer failed to meet her expectations. Ms. [redacted] seems to believe that her dryer
is defective somehow. However, there are no known defects or recalls reported
by the manufacturer on her model. The reality exists that no matter how high
the quality is on the items we sell, the potential always exists for a product
to fail. We also understand how frustrating this can be to a consumer,
especially after the manufacturer’s warranty has expired and covered repairs
are not an option. It is for this reason that Sears, and most other retailers,
offer some sort of extended warranty coverage. 
In the past, it could be argued that this was not always a wise
purchase, since many retailers would make frequent exceptions to their return
and exchange policies in an effort to satisfy their customers.  Unfortunately, due to the rampant abuse of
these courtesies, most retailers had to abstain from this process and curtail
the widespread practice of making these exceptions.  It is always the customer’s choice on whether
they would like the peace of mind that would come with having an extended
warranty; much like deciding whether to have insurance on personal property.
The benefits have to be weighed against the costs, with the understanding that
if it is not purchased the consumer would then have to bear the consequences of
that decision. Since Ms. [redacted] did not purchase any extended coverage, and
her manufacturer’s warranty expired in July, any repair or replacement costs
would now be her responsibility. According to the return policy
listed on Ms. [redacted]’s purchase receipt, she had ninety days to return or
exchange the dryer if dissatisfied. If there had been some sort of defect, we
feel it would have been manifest much sooner, but we have no requests for
service on file before now. As we noted above, we will not be able to grant Ms.
[redacted]’s request for a replacement or a refund. However, we are willing to waive
our fees for a technician to examine the dryer and determine what the cause of the
problem is. After that, we may be able to assist more, but cannot say without
knowing what the cause of the issue is. As far as the allegedly damaged
clothing is concerned, there were no provisions under her manufacturer’s
warranty for compensation of any kind, including incidental or consequential
damages.  Ms. [redacted] may contact our
third party claims administrator, Sedgwick, at (866) 352-1521 if she wishes to pursue
that matter though. Should Ms. [redacted] decide to accept our offer, I may be
reached during normal business hours via email at Tammie.[redacted]@searshc.com. This
offer is only valid for 30 days from the date of this letter; after that, it
will be null and void. Otherwise, since we are unable to provide a replacement or
refund due to the aforementioned reasons, but we have proposed an alternate
resolution as a courtesy, we ask that this matter be closed.  
Again, 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,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]Tammie.[redacted]@searshc.com

(The consumer indicated he/she ACCEPTED the response from the business.)
My filing of the complaint was merely to have an avenue to express how poor the whole delivery process was. For example, I asked my daughter to call the delivery service back to reschedule the delivery since she was the...

person whose schedule the delivery was revolving around. She was not able to make the call as my phone number was the number on file so the system would not allow a call to be placed from my daughters phone.
The whole delivery process needs to be revamped in my opinion.

February 1, 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 the points displayed that he would earn with a purchase and the later revocation of those points.
 
To clarify, there was never a promotion in effect to award those points. Somehow we had a system error that caused some orders to display a $10.00 award for each item purchased and when someone noticed this error happening it was posted on a deals type website and went viral. Per the terms and conditions of our website and our Shop Your Way Reward program, any points issued in error can be removed. We did send those affected an email, and Mr. [redacted] acknowledges that he received this. We felt notification of the error allowed the member to make a decision if they wanted to cancel their order if that was still an option, or return it if not. In Mr. [redacted] case we do not show any money changed hands since the whole order was paid for with points, though he is still welcome to return that merchandise within the 30 days allotted for a refund of any points that were used. In the interim, since we have explained there was an error and that Mr. [redacted] is welcome to return any merchandise that was purchased if the error contributed to his buying decision and we show the total amount of points used to make the purchase was $10.99, 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]
Team Manager, Regulatory Complaints
[redacted]
[redacted]

January 6, 2016
sans-serif;">Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 Re: # 11021801 - Alescha [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding the service multiple services on her grandmother’s washer. After reviewing the service history and discussing the issue with Ms. [redacted], we authorized her for a replacement of the washer under the terms of the Master Protection Agreement (MPA). She has been provided with the necessary information to select a new washer, and she has my direct contact information in the event that she requires further assistance. At this time, since it was our understanding that this resolution met with Ms. [redacted]’ approval, we have closed our file. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com

I went the sears store in woodbridge, nj to get my vacuum repaired back in april 2016 (order #[redacted]). when I went to go pick it up a few weeks later I was told it went missing and that because it went missing they could not do anything about it. this kept going on for months and every time I went to the store or called I would get the run-around and would never get a straight forward answer or even some kind of rectification of the situation. I was even told once that it was my fault and that I was "S-O-L". it wasn't until yesterday that I stayed 45 minutes on the phone with them determined to get some kind of answer. in the end I did get a floor display vacuum of a discontinued model but I find it ridiculous that it took this long to get a replacement and throughout the whole experience I never once spoke with the manager because he would always tell someone else to speak with me (even though I could hear him in the background).

January 30, 2017   [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 a recent purchase.      We were able to reorder the merchandise Mr. [redacted] wanted and it arrived on January 26, 2017. We want to apologize to Mr. [redacted] there was an unexpected delay from the vendor. Should he have any further questions or concerns, he may contact Store Manager [redacted] at [redacted] during normal business hours.   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] Specialist, Regulatory Complaints
[redacted]

October 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have been unable to complete the investigation of [redacted] complaint...

regarding the treadmill she ordered online and the problems she encountered when she attempted to return the item at our Sears Hometown store.
[redacted], District Sales Manager for Store [redacted] made multiple attempts to contact [redacted] and left voicemails with his contact information. On October 19, 2015 [redacted] sent [redacted] an email as well, stating that he would like to speak to her directly regarding her Revdex.com complaint. On October 17, 2015 [redacted] replied "what would you like to discuss?". [redacted] replied once again, informing her that he would like to discuss what transpired on the day of the return and what we can do to make things right. [redacted] did not reply or return his call when he left a final message on her voicemail on October 20, 2015. Since she has not responded, we are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her.
With that being said, [redacted] may contact District Sales Manager Jeffery Perron at (919)819-6581 if she would like to discuss her concerns. In the interim, we will consider this matter closed, pending her response.
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]

Complaint: [redacted]
I am rejecting this response because:
 
I reported a complaint against sears holding corporation - which is the parent company for Sears handyman services. Please feel free to direct the complaint to Sears handyman, but please do not close / reject it.
 
As a matter of fact -  I have opened a customer complaint with Sears customer Service department also . And there the account specialist that is handling the complaint - is from Sears Home improvement group. Unfortunately -  from last 15 days - all that I have got back from her is apologies and "we are trying out best and have escalated it to sr manager", and "we will get it done in next few days",. but no actual work.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/28) */

[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 Sears...

Auto Center.
[redacted] Manager of the[redacted] Sears
Auto Center, provided the following response:
After receiving Mr. [redacted] complaint I contacted him to discuss his concerns. I explained to Mr.[redacted] what we did when his vehicle was in the auto center. As a gesture of good customer service we have provided Mr.[redacted] with a refund for the diagnostic fee of $79.99. Moving forward, if I can be of any additional service to Mr.[redacted], he can contact me at XXX-XXX-XXXX. That said, 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Some effort was made to make reparation for my lost time. The staff and management at Sears was professional and courteous throughout our interaction.

On Dec 15 th I ordered over $4,000 worth of appliances online and was having them delivered on Jan 8th. On Dec 16th, I ordered 1 more additional appliance online and I could not select a delivery date of Jan 8th. I neede 1 delivery because my house is under total renovation and wouldn't be ready until that date. I called customer service and the gentlemen I spoke with to
D me I would have to call back after 8am the next business day and the could accommodate me. So the next morning I called the number I was given at 8am and was put on hold for a moment. So as I was on hold I was also checking my emails, and was shocked to see an email from ups stating the appliance was already on its way. I told the customer service rep about my email and I was put on hold as she supposedly emailed the shipping /receiving dept to see if they could deliver everything on the 8th of January. She after a few moments she returned and said that was good and that my appliance had not left the warehouse yet and that everything would be delivered on the 8th of Jan. Well guess what, I received an email today from [redacted] saying they had left my appliance on my front porch. I was livid that a company this size was so incompetent. I am 2 hours away from that home and knew of no one that I could call to run over there to see about it. I got in my car and preceded to make the 2 hour trip and call customer service again about this. After going through 3 people, I was told that Sears was not responsible because I gave the correct address to be delivered and that's where it was dropped off. I have never heard of a more asinine excuse. The case manager also told me on my order in the notes section it did show where I called in and asked about a delivery change but because the person from Sears did not put the actual date of Jan 8 it was not there fault nor would they honor and fix their screw up. After driving 2 hours, I get to my house that is under renovation and surprise, what do you know, nothing at all on the porch or anywhere else. I was stolen right off my porch. I will be contacting my credit card company tomorrow to have the charges reversed since I did not receive my order as per our aggrement to have everything delivered on January 8.

May 26, 2016     [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006
class="InsideAddress">Chicago, IL  60611   [redacted] [redacted]   Dear [redacted]   We have completed the investigation of Mrs. [redacted] complaint regarding her dissatisfaction with our customer service and receipt of a partial refund for her cancelled order.   It is unfortunate that we failed Mrs. [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 sent an email directly to Mrs. [redacted] to inform her that we issued a refund of $576.44 by check on May 18, 2016.  Mrs. [redacted] is expected to receive this amount in 3 separate checks of $250.00, $250.00, and $76.44, at the address she provided with her order within fifteen business days from the issue date.  She is welcome to reply to our email if she has any further questions about this issue or her refund.  At this time, we can only reiterate that we truly regret any inconvenience he may have experienced.  We hope that in the future he will allow us the opportunity to provide him 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 Mrs. [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]

12/15/5 To whom it may concern, I've been shopping with sears for a long time now. I recently purchased an item sometime in january or so, and the item had stopped working. I went in to do an exchange or even a return because it has a 1 year warranty. Its impact wrench. Now this is the most frustrating part Ive ever delt with. I waited almost 2 hours for nothing.
You would think sears would have a "customer's are first" motto, but nope. Department manager of tools didnt do any help, store assistance manager didn't do much either. And I tried and tried and TRIED to get in contact with the main store manager, Anahn. My store is here in Corpus Christi Texas. I was given the run around to call customer service and to speak with the manager. I even left my contact info to receive a call back. And nothing... Like wow... Not even my own store does that to our customers. Sears is so quick to take my money but give no help what so ever. And yes I am a rewards member and no my info wasnt in the darn system. And who ever reviews this you can check my file and see how many times I shop with sears. I was beyond upset. I drove almost 30 minutes from where I was at to sears because its the only one here. And to drive back!? I couldnt get the dam job done with what I was doing thanks alot! What added more to the frustration I had was a women went in couple days before because I had a purchase to do... And she simply got her money back faster than the service I was given and to add SHE HAD NO RECEIPT!!!!!! She was given back 60.?? Something dollars for a befld comfort. Was so easy for her to get her cash back in and out of the store but me took almost 2 dam hours. All I wanted was either an exchange or my money back. And not one care was given to me by any leading store associate. All I got was sorry you need your RECEIPT. But yet a lady was refunded her cash immediately. Also to add, my merchandise is in its original box with the manual and cover. THANKS ALOT TO THE MEMBERS OF SEARS IN CORPUS CHRISTI TEXAS. STORE OWNER THANKS FOR THE NO CALL BACK.

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

align="left">  [redacted] [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his garage door opener. It is unfortunate that we failed [redacted] expectations when he called Sears for service on his garage door opener.  We value [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted.  We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectations. We hope that [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on May 4, 2016, when a technician reset the travel limit switch as well as notating that the door has a bracket that connects to the J hook is in need of replacement. Since we have noted our response to [redacted] concerns, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

November 3, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL  60611[redacted]  [redacted] [redacted]
*
[redacted]We have not fully completed our investigation of [redacted] rebuttal to our response regarding her allegation that she incurred water damage to her basement stemming from the washer connection performed by delivery.We apologize for the delay in responding to this complaint.  We forwarded this matter to the Delivery [redacted] Manager to research and requested to reopen [redacted]  On October 30, 2015 we received confirmation that the damage claim has been reopened for further review.  We are committed to providing a fair and equitable resolution and ask that [redacted] allow us ten business days to come to a decision.  In the interim, should [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]

*On January 4, 2016 a [redacted] Washer model 2813 was delivered to my house. I had searched at length for what I felt would be my best purchase. This was an online purchase. After using the washer for 36 days it malfunctioned. I contacted Sears and was told that it was over the 30 day return period the washer would have to be repaired. On 2/10/16 after lengthy conversation I was told that they would approve an exchange.
*I did some more research as to the best machine exchange for. I went to our local Sears store and they gave me a lot of information so that I could choose what I hope is a quality machine.
* I called back with my request for exchange on 2/11/16. I requested an exchange for an [redacted]. I was told at this time the exchange was approved and I could expect a call within 24 hours for an expected delivery date which should be between 2/19 and 2/22/16. I did not receive a call .
*2/13/2016 I called to find out why I had not received any information on the exchange and was told that it had to be sent to the offline department for the exchange to be processed. ( I had been told that it was sent there on 2/11 but told on the 13th that it had been sent to the wrong place, it would now be processed.)
*2/14/16 I was called and told again that it was being sent to the offline department to be processed and would receive a call for the delivery date within 24 hours.
*2/15/16 I finally received a call today telling me that it was being processed and that the delivery date would now be 3/5/16 possibly, 2 more weeks! I have already been without a machine for a week at this time.
I believe this is one of the worst experiences in trying to purchase a washing machine. The customer service has not been quality. I was told if I wanted to check with my local Sears I could see if they had the washer in stock and they would have to process the exchange. I do not feel that is my responsibility, quality customer service would check for availability in my area. Disappointed and feel this will be my last major appliance purchase from a Sears store.

January 4, 2016 [redacted]
12pt;">Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Purchase Protect. First, we would like to apologize to Mr. [redacted] for failing his expectations when he recently attempted to file a claim with Sears Purchase Protect.  Upon receiving Mr. [redacted] complaint, we contacted Team Manager [redacted] for assistance.  Ms. [redacted] advised that Mr. [redacted] issue was resolved by filing a new claim [redacted] and ensuring that he was able to print a return label.  Additionally, Mr. [redacted] accepted an e-gift card as form of payment for his claim and he should receive it within three to four days after his claim is approved.  Since it is our understanding that Mr. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist

Complaint: [redacted]
I am rejecting this response because:  If Sears is refusing to even send out a repair persons to determine that they have sold me a defective washing machine  ( their own product - a Kenmore) then I guess there is nothing else I can do.   Sears treats their customers poorly even if they have a legitimate complaint.  You have to admit, a washer that stops working 3 times in 2 years is at least worthy of Sears attention if only to correct something in the manufacture of this misfit of a washer.  My complaint is legitimate.  
Sadly, the outcome of this is that I will never purchase from Sears again.  I'm sure you have heard that hundreds of times.  And sadly Sears does not care.
Sincerely,
Patricia [redacted]