Sears Holdings Corporation

October 7, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: #*** John Charles *** Jr Dear Ms***: We have completed the investigation of Mr***’ complaint regarding his dissatisfaction with the multiple repair attempts on his refrigerator Upon reviewing Mr***’ service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like Mr***’, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, our records reflect that Mr***’ refrigerator has been repaired and it appears to be working to specifications. As a conciliatory gesture, we have refunded the previous charge for service of $and it should reflect on his account within business daysAdditionally, $worth of points has been added to Mr***’ Shop Your Way Rewards account (member # ***.) Since Mr***’ refrigerator has been repaired in accordance with the terms of his manufacturer’s warranty, we ask to have this matter closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist (***) *** Tammie.***@searshc.com

Every time I mess with Sears I get burnt I purchased an $treadmill and they delivered the wrong treadmill the first time and when I got the second delivery they didn't have the power cord to the tv attached The manager would not take the cord from the floor model which was not using the tv display He instead said I would have to wait for the 3rd time to deliver another treadmil, over cord!!!! I told him I wanted a refund and unfortunately I paid cash so he said after the treadmill was picked up he would then send me my money in the form of a check, god knows how long that will be The manager took minutes just to show up after they paged him and then took another minutes to tell me I would have to wait for my money Sears now has lost $on a treadmill and any future business from me, you think he would have just given me the stupid cord!!!!

April 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * ***
*** *** *** We have completed the investigation of *** *** complaint regarding the
problems she encountered when she scheduled the delivery of her washer and dryer and her request for a refund of the delivery feeIt is unfortunate that we failed *** *** expectations when she recently scheduled a washer and dryer deliveryWe value *** *** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherAccording to our records, on April 20, *** *** contacted the store and she cancelled the entire order due to the delivery issuesWe issued a refund of $to *** *** credit card ending in ***The credit should post to her account within 5-business daysWith that being said, since we have addressed *** *** issue brought forth in her complaint, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Complaint: ***
Good afternoon,
The requested information is below:
*** *** *** *** ** *** *** *** ** ***
*** *** *** *** ** *** *** ** *** ***
** *** *** ***
I would also like to add when I called after the scheduled window I was told that the service technician was still scheduled to arrive and would callThis occurred at roughly 5:05pm with the service window being from 1-When I called back around 5:I was told our service had been marked as completeThe woman said she would contact dispatch and have them get back to me after they spoke with the technicianNo one ever returned my calls
Sincerely,
*** ***

May 6, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with our customer service and inability to enter a payment for her sears.com layaway order It is unfortunate that we failed *** *** 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. Our records indicate that *** *** layaway was up to date as of April 21, 2016, and she was assisted by Executive Member Services. As a result, her payment was processed and she was provided with $in Shop Your Way Rewards points as an apology At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. Since an equitable resolution 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, *** *** Regulatory Complaint Specialist *** *** *** ***

This was literally the worst shopping experience of my life I bought a fairly expensive fridge from a sears outlet store in another state I paid the $300+ dollars to have it shipped and their courier partner lost it
I spent two weeks trying to work with Sears to figure out where the fridge was and when it would be delivered When I would call they always told me to call back in 24-hours and they would have more information But, when I did they could never tell me anything new
Finally after two weeks of this, I asked to speak to a supervisor who explained their utterly ridiculous process of needing to communicate with an "offline" (which was aptly named) team The process includes sending an email (Since it's an offline team, they don't have phones) and waiting to business days for a response If there is no response (which there wasn't in my case) then they send another email and wait another 3-more business days Finally, if there is still no response, they do the same thing again, but this time carbon copy people who can actually do stuff I asked the rep to skip to the final escalation and was told they couldn't do this
I was so fatigued with the process that I told them to just cancel the order I was then informed that to cancel, they would need to send an email to their processing team which , surprise surprise, would take to business days I would then receive an email with a link that I would need to click to confirm my cancellationAfter that I would need to wait up to business days to get my money back
Well, after waiting business days and not seeing a cancellation email, I decided to call in and check on the cancellation Their service rep informed me found that the supervisor I spoke with never sent the cancellation request I was so frustrated I decided to call their corporate headquarters and tell them my experience, but their receptionist kept cutting me off and forwarding me to a general support line She was extremely rude and as uncaring as the rest of the Sears staff
Every company has problems with orders or customers But good companies know how to take care of their customers when something goes wrong Sears is literally one of the worst companies I have ever attempted to do business with In 2016, there are FAR better options I can't imagine this company will be in business long with the way they treat their customers Just stay away

(The consumer indicated he/she DID NOT accept the response from the business.)These are all lies, their service tech unhooked all the wires to the heating system and when I told the tech why he unhooked all the wires to the heater he said he did it to see if he could get the ac workingStill the ac is not working and plus the tech refused to hook the wires back to the heater, so I had to pay Ralph's heating service to come out and hook the wires to my heating system back upThe service tech from Sears stated that he didn't know why the ac unit wasn't working, and he told me that I should ask Sears to give me a new oneBecause the one that they couldn't get to work was not going to work no matter what they didI called Sears and spoke to *** and she told me that they would not send out a new ac unit, nor will she ask the tech to put the wires to the heater back how their service tech found themThey are also lying about I said that I would not turn the ac on until the spring, ( that's a bold face lie) because that would defeat the purpose of having someone come out to install a brand new ac unit, if I won't turn it onHow unprofessional do they soundI still stand by my statement that they are prejudice and refusing to do the proper thing because of my race and ageMy ac is still not working, although they sent a tech out and he couldn't fix it, because that ac is burnt out and they are still trying to sell itI believe that they tried to put this in someone else's home and they had to remove it and they don't want to junk this piece of garbage, so they are trying to pass it off to meWhich is unacceptable*** is a liar and she refuse to accept the truth because she don't want to be the one to say that we are right, and Sears is only doing this because of my race and age, by trying to pass a this faulty equipment off to poor black people, who can't afford a lawyer to get their money back and a new ac unitSo they are trying to make us settle with this garbageWhile they keep lyingThe installer, the service tech, ***, and all of them

March 14, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her recent online order and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchIt should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our websiteWith that said, our records indicate that *** *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** ***’ case, the order was fulfilled by *** *** ** *** *** *** *** *** ** *** with a telephone number of *** *** and email: s*** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** ***’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for detailsAfter researching the notes in her order we found that Sears Online had reached out to the seller on *** ***’ behalfThe seller responded on March 7, 2016, stating that they would process a refund which will reflect in her account within business daysIf *** *** does not receive the refund by March 22, 2016, then she may contact me directly via email at ***In closure, since *** *** made a purchase with a Third Party Marketplace Vendor, and we are awaiting their refund, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

I purchased *** *** batteries August for a total of nearly $Today, May I had to take both batteries back and after charge they tested bad and needed replacementSears has discontinued the Platinum batteries and only were able to offer their standard gold series as a replacementI talked to the manager of the service center and he agreed that the value and quality of the replacement was not even close to what I had purchased but that was my only option for warranty replacementI specifically bought the Platinum batteries for the quality and warranty but feel like I have been cheated and at this point will never shop at Sears or Sears Auto centers, there is to many competitors that honor their warranty

I brought a dryer from Sears Outlet in Milwaukee, WI less than a year agoThe dryer begin to stop drying my clothes so I called the Sears Warranty numberI had purchase a three year warranty on the dryerWhen I called customer service, they informed me that technicians only worked Monday-Friday and not on weekendsI currently work in a clinic, Monday-Friday from 8:00- to 5:and Sears refused to accommodate coming after 4:I called in spoke to different customer service membersNo one is able to help me fix the problem and have a technician come out to my homeHow can I get my dryer fix?

July 12,
*** ***
Revdex.com
North Wabash Ave., Ste#Chicago, IL
60611
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the confusion he encountered when he initially scheduled a repair last November when he intended to buy one of our Service Smart Agreements (SSA) only to find he did not, and his request to have the bill from that first trip waived since the issue was later fixed by selling him the SSA he wanted in the first place
We apologize for the delay in responding but we were hoping to resolve an unrelated issue that appears to have started after Mr*** filed his complaintHe has currently had a separate issue involving multiple service calls to fix the icemaker in his refrigeratorWe thought we could maybe resolve that before sending a response on the billing issue; however, he is scheduled for another service callWe decided instead of waiting further to go ahead and at least send our response regarding the bill
With that said, we were able to find notes from the issue last November and it does appear that our Customer Solutions team offered to reimburse Mr*** if he paid the bill in fullThe reason they offer that versus waiving the fee is so that the right group is reimbursed and then any courtesy accommodation is billed out of a different accountThis offer was refused as Mr*** may not have understood why they were asking him to pay something they were only going to turn around and give back to himAt this time, we have contacted our billing department and asked to have a one-time exception made by waiving the bill altogetherThis means that Mr*** account has now been cleared and if he receives any further correspondence regarding this debt dated after today, he is welcome to contact me for further assistanceAs for credit reporting, our collection efforts are not reported to any of the three major credit reporting agencies so it would not have had any impact on Mr*** credit historyAt this time, since we have provided Mr*** with his requested resolution regarding the bill he was receiving, and we are working with his local service unit to resolve his service needs, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Team Manager, Regulatory Complaints
*** *** ***
*** ***

Nita *** Revdex.com North Wabash Ave, Ste*** Chicago, IL
align="left"> Re: Holly * *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washerAfter reviewing Ms*** complaint I emailed her and offered to replace her washerWe have processed an exchange and the new washer will be delivered on Friday, October 14, Ms*** is aware of the exchange and is pleased that her concerns have been addressedDuring my conversation with Ms*** I informed her that in the event she needed any additional assistance, she could email or call meAt this time, since it is my understanding that Ms*** was satisfied with the actions taken by Sears to resolve her concerns, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
if Sears are giving me the $on the refrigerator I acceptThank you

On Nov 21, I had Sears Home Services repair my washing machine The tech who performed the service initially thought the control board was defective, and it turned out to be the door control mechanism The difference in price was $and the tech issued a credit voucher while in my home and told me to expect a refund on my *** in that amount In early January 2016, I hadn't seen the credit on my statement, so I followed up with Sears Their "customer service" department changed the amount I was to be refunded to $ I told them it wasn't up to them to change what their tech had told me, and I shouldn't have even had to call! As they kept forwarding my complaint up the chain, on occasions I was told someone would contact me within hours and no one ever did, so I had to follow up again and again This was a waste of my valuable time and energyFinally, through the layers of customer service and or different people handling my case, they offered me 10,"shop your way" points as an apology I thought perhaps I would give Sears one last chance It wasn't the $difference in refund that bothered me, it was the bait-and-switch, and then layers of customer service to resolve a simple matter I found out that 10,points is equivalent of $10, and in order to redeem this $10, I would have to spend $ That was the last straw and I decided to NEVER EVER do business with Sears againThe message here; the company should stand behind the word of it's representatives, who should be well trained Do not empower techs to issue refunds unless you're willing to stand behind the expectations they set up for customers Secondly, don't ever make a customer follow up on something your organization said you'd do Follow through promptly and accurately Sears failed ethically, organizationally, administratively

Sears warranty is worse than useless Their responsivenes in addressing the repairs is worse I purchased a water heater hereI bought the one with the longest warranty which is years, so that I would not have to worry about a repair anytime in the near futureAfter years, my *** water heater started gushing waterAfter calling the service number, it took more days for a repair person to comeWhen that person did come (showing up late after I had already waited hours) he told me a repair part was necessary and that he would "expedite" the orderingWell, if expedite means that it will come a week later, then I guess he didHas anyone heard of ***? In the meantime, I was without how water for daysI talked to the service people (who by the way are based in Manila) and to the store manager multiple times to ask for a faster resolutionThe answer I uniformly got was "I do not have the authority to help you with that." I probably made a dozen callsAt one point the hold was so long I gave up I could not wait any longer, and paid a local plumber to install a new water heater It was worth $to get rid of that appliance and all of the bad karma from Sears Sears, shame on you

July 11, ***
*** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have been unable to complete the investigation of Mr*** complaint regarding Sears Home ServicesFirst, we would like to apologize to Mr*** for failing his expectations when he recently scheduled service for his refrigeratorUpon receiving Mr*** complaint, we contacted *** ***, Member Advocate with *** for assistance. Ms*** advised our office on July 11, 2016, that she has made multiple attempts to reach Mr*** since receiving his complaint on June 29, 2016, but has not been able to speak with him. Unfortunately, until we have an opportunity to discuss this matter with Mr*** we are unable to work towards a resolution However, we would like to assure Mr*** that we have taken his concerns very seriously and we appreciate his valuable feedbackIf Mr*** would like to discuss this matter further, he is welcome to contact Ms*** at (*** *** In the interim, we ask to have this matter closed Again, we apologize to Mr*** for this issue and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mrs***,
It is unfortunate to see that the fact of my case has been severely mixed up with other orderI was hoping that I will close this case satisfied but I understand that is not possible
I will close this case without asking anything but I want to clear up few facts which has been stated incorrectly:
1) I received $simply to reimburse extra cost that I incurred due to fault of Sears of non-delivery of dishwasherThis was not a compensation to me
2) I received a damaged dishwasher with no compensation related to damaged dishwasherIn previous response, it was claimed that I exchanged damaged dishwasher with a new oneThis is not correct
3) I installed a damaged dishwasher, no compensation was received
Thank you for your time and effort in trying to resolving this case
With best regards,
Sanjay
Dear Ms ***,
Please feel free to close this case with the note that the consumer remained unsatisfied
With best regards,
Sanjay

June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding a recent promotion and a watch he was given as a VIP Shop Your Way Rewards member We contacted Mr*** regarding the promotional offer he mentionedIt seems there was a system error and the points were not added as they should have beenThis has since been rectifiedAs far as the watch is concerned, we are currently working out a solution that we feel Mr*** will be pleased withHe should be contacted within the next two weeksWe sincerely apologize for any inconvenience Mr *** may have experienced as a result of this issueWe appreciate his patronage and his patienceIn light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

Sears apparently has a return policy that is neither explained to a customer or not adequately displayed for a customer to see at the registerIn addition, the sales receipt is so vague a customer will not know the return policyI have purchased tools throughout my life from Sears and will never enter nor purchase at a Sears store ever againThe return policy was shown to me when I tried to return it (days after policy) and I would have had to be on my knees and a magnifying glass to read itThey will not even let me exchange for other itemsSears is not a business that wants to encourage customer loyalty

I made the mistake of choosing Sears to purchase a kitchen garbage disposal unit + installation, thinking the Sears brand would count towards some level of professional service An installation date was written into the receipt The day before, we received a *single* call and voice mail from their installation contractor at the end of the business day curtly stating that they were cancelling the installation for the next day since they hadn't been able to reach me!!!! This, after I had rearranged my work plans to be around waiting for the installers the next day!!!
So I tried resolving the issue with the store, to see if they could send some other contractor I was stonewalled - absolutely nobody wanted to help meEventually, I was routed to "corporate resolution offlice" A rude woman answered and was hostile right off the bat, and I had to cut the conversation short
So the highly negative reviews of Sears on the review boards are absolutely trueThe culture of rudeness, crude conduct and hostility towards customers is clearly prevalent throughout Sears as well as the contractors they choose for installation I'm going to return the garbage disposal at this store and take my business elsewhere, and NEVER AGAIN do business with Sears
This is the Sears store at the Newpark Mall in Newark, California, fwiw