Sears Holdings Corporation

We purchased a new refridgerator from searsWe have had several problems with itI had to miss work for appointmentsWe lost food items because of the many problemsThey tried to replace parts and caulk around the freezer, nothing workedWhen we called sears to complain we were not treated kindlyThey did all they could to get rid of usThey do not stand behind the products they sell! The sales people at the store acted like they had knowledge of the productAs it turned out they didn't In the past year we have purchased a stove, washing machine, vacuum cleaner and exercise bikeWe have spent thousands of dollars with searsThe first time we have a problem, sears spends more time trying to get rid of us than solving a problem!

Initial Business Response / [redacted] (1000, 9, 2015/07/06) */ July 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the [redacted] TV she purchased from [redacted] Our records indicate that Ms[redacted] purchased her television on February 16, 2014, and it had a one-year manufacturer's warranty that expired on February 16, Within that warranty period we also show that she brought it in for service one time on July 21, We replaced the DVD assembly and Ms[redacted] subsequently picked up the repaired unit in August of From that time until the warranty expired in February of 2015, we do not show Ms[redacted] voiced a concern over the repair or even attempted to have any previous repairs correctedIf the repair we provided did not correct the issue then it was Ms [redacted] responsibility to notify us of this within a reasonable period of timeTo wait almost a year later, and several months after the warranty expired, would not be considered reasonableUnfortunately, since the TV is no longer covered under any warranty, any repair would be at Ms [redacted] expenseShe is also welcome to contact the manufacturer of her TV since Sears was not the manufacturer nor the obligor under her warrantyAt this time, since we have explained that Ms[redacted] did not bring the TV back within a reasonable period of time, even though she says the repair provided was never effective, and this is why we are unable to honor her requested resolution; we have closed our file We apologize to Ms[redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted]

Initial Business Response / [redacted] (1000, 14, 2015/07/17) */ July 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr[redacted] complaint regarding the charges he was assessed for an in-home visit to assess his dryer As clarification, all of our customers should receive an estimate prior to repair informing them of our findings and the projected charges so that they have a chance to either accept those charges so the technician can proceed with the repair, or decline them and only be responsible for the trip/diagnostic feeIn Mr[redacted] case, we were unable to unequivocally determine whether he did in fact sign an estimate prior to any instruction being givenWe have sent feedback to ensure that this technician understands that estimates should be provided 100% of the time even if the estimate just involves giving instruction on the operation or installation of an applianceWe have also processed a refund of $80.15, which is all of the remaining charges above the previously agreed to trip/diagnostic fee of $plus taxThis refund has been processed in the form of a mailed bank check that is being sent to the address referenced on this Revdex.com complaint; he should receive it within the next 2-weeksIf Mr [redacted] has not received the check by August 7, 2015, then he is welcome to contact me via email at [redacted] @searshc.com or via phone at XXX-XXX-XXXX so that I can investigate furtherIn the interim, since we have provided Mr [redacted] with his requested resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: XXX-XXX-XXXX Email: [redacted] @searshc.com

had sears fix a snowblower was never fix rightand I paid them dollars sears would not stand behind the craftsman snowblower I well never buy anything again from sears im very unhappy

I purchased a Kenmore washer and a warranty about years ago My washer stopped working and I called in for serviceAfter service calls and replacing parts they continue to be unable to repair my washer and refuse to replace the washerThey have now reordered the same parts and scheduled a 4th service callWe are going on 30days without a washer and all Sears offered me was a $gift card They told me they would not deem the wash replaceable as long as they can order partsEven though I was told by the technician that the washer needs to be replacedWorst warranty ever

[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL align="left"> Re: Marie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Garage Solutions [redacted] Sears Garage Solutions, Support Specialist provided the following response: It is unfortunate that we failed Ms [redacted] expectations when she called Sears for service on her garage door openerWe value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms [redacted] that her concerns were forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWhen I spoke to Ms [redacted] on January 5, 2016, she informed me that her opener was working fineIf I can be of any additional assistance to Ms [redacted] , she can reach me at [redacted] Since we have confirmed the completed repairs to Ms [redacted] garage door opener, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]

Sears Home Services Houston repaired my dryer in October and it was repaired quickly, correctly and with good serviceStill working well today in fact My credit card was scanned in my home and a receipt showing it went through and the bill was paid in full which was generated that day I also had dryer vent cleaning service a few days later by Sears as recommended by the dryer repair technician and they did a great job too, That bill was also paid in my home by scanning the cardI had instant notifications that the charge had gone through on my phone from both services as they were scanned I did not meticulously review my credit card charges through my bank credit card on line Two days after Christmas I received a bill from National Claims Center stating that I never paid the bill for the dryer repair Reviewing the online banking credit card statement from October billing cycle, the dryer repair charge was not there, but the dryer vent cleaning one was Apparently the charge did not go through somehow with the technicians scanning device even though I had a receipt showing it was paid and the card charge went through given to me by the technician I wish they had simply realized that the charge did not take and we could have re scanned it But no, not SearsI had no notification that there was a problem with the credit card scanning They used the route of turning me over to National Claims Center which appears to be a collection agency I paid the bill immediately online with the billing center email address listed in the letter There is no good way to give sears feedback on this experience and when I did finally reach a a person in customer service they only wanted to focus on the charges and my focus was on why they did not process my payment correctly in the first place AS a result no one within their company will be held accountable and really no one cares My next step is to make sure this did not affect my credit rating My advice to anyone using them and paying with a credit card is to go the extra step that day with he technician in your home and to verify with your bank that the charge did in fact post to you credit card account or simply write a check Hopefully they won't lose that too This review is a negative one based on billing issues and poor customer service after the work was completed The repair work was correct and fast I would use them again (maybe) with great caution and vigilance on my part

January 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent purchase District Manager [redacted] provided the following response: The Snow Thrower was purchased during liquidation and it was a floor model and sold as isIt was missing the manual and sheer pins as he notes, but we printed the manual and ordered the sheer pins for himIt was our understanding that he has the sheer pins and manual in his possession nowIn regard to the key, all snow throwers have the key already in the unit at time of purchaseThis snow thrower was no different and the customer took it home with the key The power cord in question is not an item that comes with snow throwers There are no snow throwers we sell that come with a power cord It is recommended that the customer us a prong extension cord for the electric startThe [redacted] Outlet in question we will be more than willing to refund for the customer Unfortunately being in liquidation once an item is sold out we no long are replenishing them so a refund is the only option for the [redacted] outletIf Mr [redacted] wishes to return the [redacted] outlet, he must bring it in prior to the closing of the storefor any question, he may call [redacted] during business hours 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 Tell us why here

November 3, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding non-receipt of a refund for a futon she returned to sears.com.It is unfortunate that we failed [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that a refund of $was issued to her account ending in [redacted] on October 14, The reference number for this transaction is [redacted] [redacted] may provide this number to her account provider if she does not yet see her refund At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] ***

Sears lost my product while mailing times,different productsIts not the post office, because I have a wedding coming up and ordered more from [redacted] and other online retailers like [redacted] After the first times they offered me 10% off a less than dollar purchaseThen it happened a third time, and they have not respondedAnd the other times I get a guy from IndiaThey refuse to fix my issue of how [redacted] I amWhere is my refunds? Multiple ordersThey are incompetentBig Complaint hereI think I should be given a dollar gift certificate for waiting weeks on end

March 18, [redacted] class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto CenterFirst, we would like to apologize to [redacted] for failing his expectations when he recently purchased tires for his vehicle from his local Sears Auto Center Upon receiving [redacted] ’s concerns, we contacted Auto Center Manager [redacted] for assistance [redacted] responded that he spoke with [redacted] on March 17, 2016, in regard to his concerns with the wrong mileage being entered into the system [redacted] explained that although the invoice could not be changed, he would notate the correct mileage in the system under his customer information in the comment section This information will be accessible by any Sears Auto Center, so [redacted] should have no issues in regard to the Road Hazard warranty Additionally, he explained that the QSE attached to the paperwork [redacted] was given has the correct mileage on it Lastly, [redacted] has coached his customer service team on the importance of accurately noting information on the invoice With that said, since it is our understanding that [redacted] is satisfied with the aforementioned actions taken by the Auto Center Manager to address his concerns, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Thank you for the quick responseI did not cash the check Sears sent me ***

Initial Business Response / [redacted] (1000, 7, 2015/06/30) */ June 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the light in her refrigerator failed sooner than she expected We apologize that Ms [redacted] refrigerator failed to meet her expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn 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 customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt 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 propertyThe 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 In Ms [redacted] case, the refrigerator was purchased on March 10, and the manufacturer's warranty expired on April 4, According to our records, the last service was completed on April 9, Sears does offer a day service guarantee and this repair was completed more than one year agoAs a one-time courtesy and continued loyalty, we offered to schedule service with a Sears' technician to diagnose the issueWe would cover the labor charges, but Ms[redacted] would be responsible to pay for any parts needed to complete the repairMs[redacted] accepted the offer and service was completed on June 20, Since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation XXX-XXX-XXXX direct [redacted] @searshc.com

Initial Business Response / [redacted] (1000, 6, 2015/09/10) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX XXXXX September 10, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms[redacted] We have not fully completed our investigation of Ms [redacted] 's complaint regarding her online experience We apologize for the delay in responding to this complaintWe forwarded this matter to Sears Online to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] - have any questions, she may contact the unit directly at X-XXX-XXX-XXXX We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Final Business Response / [redacted] (1000, 9, 2015/09/14) */ September 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL XXXXX Re: XXXXXXXX - [redacted] Dear Ms[redacted] We have completed the investigation of Ms [redacted] 's complaint regarding her online order It is unfortunate that we failed Ms [redacted] expectations when she contacted Sears for an exchangeWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reaching out to Sears' Vendor Support Specialist and the vendor Beverly Furniture, it was our understanding that the exchange was delivered to Ms [redacted] We spoke with Mr [redacted] and he confirmed that the matter had been resolvedMr [redacted] explained that Sears issued a credit of $on January 6, 2015, when the issue initially startedLater on August 6, 2015, Sears issued another credit of $for the inconvenience in resolving this matterAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim since we have confirmed that the exchange has been received, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find the final resolution is satisfactory to meI called [redacted] phone number and left her my credit card informationWaiting confirmation from [redacted] and upon receipt of payment will also close my file Sincerely, [redacted]

December 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent order As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached In [redacted] case, we note don the page for the foundation that it says “Must add Box Springs to cart for Split Queen, King & Cal King Mattresses for a complete set” under the “see details” tabAdditionally, under specifications, it says “1” under “default quantity” and then the size says “Twin Xl.” However, even if there were an error of some sort with the listing and or pricing, we would not be required to honor it due to our Terms of ServiceIf [redacted] would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http:// [redacted] “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” With that said, our records reflect that [redacted] received a full refund for the canceled order on December 12, 2015; therefore, she has been made whole Since our response is in line with the posted terms and conditions that govern our website, we are unable to honor her request to provide the merchandise for the incorrect priceAs this decision is commensurate to the circumstances, 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] Specialist, Regulatory Complaints [redacted]

August 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her mother’s purchase District Manager [redacted] provided the following response: It seems that Ms [redacted] bought a fridge online, but it was not delivered home because it was too largeAfter that, Ms [redacted] visited the Ionia store where they put her on the phone with Sears DeliveryAnother attempt was scheduled, but it was not delivered because it seemed the item was too bigMs [redacted] then canceled her order and she was told it may take days for her account to reflect the creditShe then a new refrigerator form the store and has since had it delivered We are unsure as to why Ms [redacted] daughter feels her mother should have been given $in points and free deliveryThe original refrigerator may have qualified for that promotion, but it was being sold online and it was a different model from the one she keptThe local store was not obligated to apply the same promotion to the new saleHowever, they have added $worth of point to Ms [redacted] SYWR account as a courtesyAlso a $credit was applied to Ms [redacted] account as wellWe will not be providing any further credits or discount, points or otherwise in relation to this purchaseShould Ms [redacted] have any further questions or concerns, I ( [redacted] may be reached during business hours at [redacted] light of the aforementioned information, we respectfully ask that this matter be considered 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

May 23, [redacted] Revdex.com North Wabash Ave., Ste# class="InsideAddress">Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order experience and request for a full refund It is unfortunate that we failed [redacted] expectations as we value his patronageWe can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in his order we show that Sears Online indicated that a refund would be issued in AprilWe apologize for the delay in receiving this refund and have completed this refund today [redacted] can expect to receive a refund of $and the remaining $in the form of a mail bank checkThese checks should arrive within to business daysAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation

On Sunday July 17, 2016; I bought a new Kenmore Elite [redacted] at the SEARS store located at [redacted] in [redacted] , NM *** The grill was scheduled for delivery to my home the following day (Monday July 18, 2016) When the delivery did not happen, calls to the store progressed to a manager who informed me the sale documents were not completed properly and would have to be cancelled and redone to deliver Wednesday the grill was delivered After connecting the gas source, three main burners and the left side burner would not ignite I called Sears Repair services and scheduled an in home warranty repair for July 26, I even received a confirmation call on July 25, stating the technician would arrive between AM and PM on the 26th On the 26th I spent the day awaiting a call and an arrival of the technician Calls to the service center resulted in statements the technician was on his way but delayed and the "window" was adjusted to PM to PM and eventually to PM to PM At PM I called the service center and was told I was not scheduled for a service call and was scheduled for AM the following morning (Wednesday July 27, 2016) Wednesday the process started again Failure for a service technician to arrive as scheduled caused me to call the home service center again I was told the technician would arrive between AM and PM Pressing for the actual time resulted in my being told the technician would arrive at 4:PM This is a brand new grill The motor is missing off the rotisserie and four out of eight burners will not ignite without a match The natural gas conversion kit they sold me is not for this grill I want Warranty repair, or to have this grill replaced with a new one, or for Sears to pick it up and refund my money I am physically not able to return it to the store

Like many dis-satisfied customers, I have to go to extremes to get proper service from SearsPlease see my complaint belowIn the Community Forum for Sears “Wendy” has repsondedPlease note that she states the waiving of shipping is a courtesy and not a policy and they will not be able to assist meIt seems that Sears is not into satisfying their customers when they have been sold two defective mattresses in less than two yearsI have had the worst possible service with SearsI purchased a mattress less than years ago, it was a [redacted] mattress for $2,original price tag of $5,After a couple of weeks one side of my bed was severely sinkingI can roll from one side to the other and fall into a holeMy weight is not the issue as I am only 106lbsWhen I filed my first claim with Sears it was a terrible experienceThe amount of photos you have to send is inconvenient as opposed to a tech coming out to see the defective mattress like in other companiesI opted to do an even exchange as I loved the mattress and was told it was a defect for just that mattressOnce I selected to do an exchange, customer service tried to charge me $for deliveryOf course I called and complained as I felt that it was not my fault I had a defective mattress and I would not be paying a delivery fee as this was already all a huge stressful experienceWithin moments the repWaived the delivery fee as she said it was "optional"This was a concern to me as this tells me Sears tries to take advantage of their customers to see who is willing to pay this fee and who is notAfter setting up delivery they cancelled on me times all within minutes of the scheduled deliveryI had to continue rescheduling and taking personal days from workAs an apology Sears provided a $gift card, I was originally offered $Today I had called for my second approved claimMy mattress had the same defect and I now have to choose a different mattress since my original mattress is now discontinued due to defectsWhat a surprise? With that being said the new mattress I selected is a bit less and I already have to take a hit in the price difference when I now would have overpaid for the new mattress I want to exchange forI have again contacted the mattress claim customer service and asked for the delivery fee to be waived againThey told me this is impossible to do as it is not covered by the warrantyI explained to them that I understood the warranty but I also know Sears as a company can waive the mattress fee because it has been done beforeI spoke with Laura, Courtney and Ericka who have all been dishonest with me and unhelpfulLaura had a terrible attitude, Courtney hung up on me when I asked to speak to her "manager" who she had been speaking back and forth with and Ericka told me that they were all Executive Management in the mattress department and that there was no one else that would help meAgain I am disgusted in the service I have received and I will not stop contacting everyone in every form possible for it to be heardI have already told all of my colleagues and friends about this experience and Sears will continue to have a growing poor reputationI am hoping this forum would be of helpWendy (Community) Description: https://community.sears.com/s.gif Hi [redacted] ! Welcome to the MySears Community! We appreciate you taking the time in sharing your experiences with us on your mattress issuesI am truly sorry for the issues you had encountered and in having our Member Service team review, they are unable to assist in waiving the delivery fee for it is a courtesy and not our policyAgain, I do apologize that we were unable to assist in resolving these concerns for you todayThank you!