Sears Home Outlets

Complaint: ***
I am rejecting this response because: *** failed to mention that the $included a $300+ shipping charge (the original shipping fee from Kansas City to Palmyra, NY) Shipping is NOT part of the purchase price I paid $for the refrigerator....NOT $ His offer was to have the refrigerator shipped from a LOCAL store so charging me the additional $is unacceptableWhen *** and I spoke his words were, "If I can get you the same model new in box refrigerator for the $1200-$you paid would that be acceptable." I said "yes" *** then proceeded to try and charge me the $which included an outrageous shipping charge for a delivery from a Sears store less than miles from my house He changed his offer and stopped replying for my requests for clarification.I would really like to hear from someone at an executive level if lying is acceptable under the corporate ethics code published on the website
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/05) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of Ms.*** complaint regarding Sears Home
Services
***, Sears Home Services, Customer Advocate provided the following response:
On September 28, 2015, I contacted Ms.*** to discuss her concernsWhile on the phone with Ms*** I explained the process on how we dispatch a technician out to a consumer's home to verify what parts are neededMs*** was upset stating she couldn't continue taking days off she was going to look into going to another service providerThe technician that went out to Ms*** home had given her the breakdown as to how much the part would cost plus labor to install the partsMs*** did not want to pre pay for the part and have them ordered and installed at a later dateMs*** wanted the part to be installed the same day; this is not how Sears addresses our customer service calls that are paying cashWe do not order parts unless they are paid for in advanceIf Ms*** is still in need of assistance, she can reach me at***XX-XXXXSince we have noted the process for assisting cash call customers, we ask that this complaint be closed
We apologize to Ms*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The service dept offered inferior service until I filed a complaint with Revdex.comIt's too bad that they have to be publicly displayed before they will do the right thing for their customersI called customer service times and they could not assist so I found a non-sears service technician who fixed the problem in one vist, not visits as Sears claimed it neededOne visit to see the problem, another visit to order the correct parts and a 3rd visit to installI dont have enough days to take off from work to get one tube fixed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, months of requesting the repair to be done, Sears giving me the run around, and not until I filed the complaint with the Revdex.com, did the issue get resolvedUpon filing the complaint, Sears took an aditional month's to contact me using MsSarah to do soHer promises did not happen I will addBut yes, the washer was finally repairedI would not recommend Sears to anyone after this experience and if this is buisness as usual, no wonder the company is near folding up
Sincerely,
Joe S***

January 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order and non-receipt of the
item or 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 search It 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 website With that said, our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** located at *** *** *** *** *** ** *** with telephone number *** *** and email: ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** 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 details After reviewing the notes in the order we have requested a full refund from the Third Party Marketplace vendor *** since Sears Online was able to confirm an error with the itemMr*** can expect to receive the refund within to business daysShould Mr*** have any questions regarding his refund, he may contact me via email at ***In the interim, since an equitable resolution is being processed, 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

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,
*** ***

Initial Business Response /* (1000, 8, 2015/05/26) */
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** #XXXXXXXX
Dear Ms***
We have not completed the investigation of Ms***' complaint regarding a
freezer purchased from Sears Outlet Center
*** *** Sears Outlet Center, District Sales Manager provided the following response:
We have not been able to make contact with Ms*** since receiving her complaint on May 19, That said, I would like to speak with Ms*** so that I and assist her with her complaintMs*** can reach me at (XXX)XXX-XXXXSince we have provided our request to speak with Ms*** in writing, we ask that this complaint be closed pending contact
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com

Complaint: ***
I am rejecting this response because: I BOUGHT THE UNIT IN THE MIDDLE OF WINTER. IT COULD NOT BE INSTALLED UNTIL ALL THE SNOW MELTED AND IT WAS WARM ENOUGH TO OPEN THE WINDOW. NO CONTRACTOR WOULD INSTALL THE UNIT IN THE WINTER. ONCE I DISCOVERED THE MOLD IN THE PACKING AND IN THE UNIT I CONTACTED SEARS. NOT ONLY DID SEARS REFUSE TO EXCHANGE THE UNIT BUT THEY REFUSED TO HONOR THE ONE YEAR WARRANTY THAT ACCOMPANIES ANY SEARS APPLIANCEIN FACT I WAS TOLD AS LATE AS THIS MONTH THAT THE OUTSIDE OF THE A/C IS STILL UNDER WARRANTY YET THEY REFUSED TO HONOR THAT. THEY ARE THEREFORE IN VIOLATION OF THEIR OWN WARRANTY.I ASKED SEARS MANY TIMES TO EXCHANGE THE PARTS UNDER THE YEAR WARRANTY AND THEY REFUSED. IF THOSE PARTS WOULD HAVE BEEN EXCHANGED IT WOULD HAVE BEEN MUCH MORE DIFFICULT FOR ME TO REMEDY THE SITUATION THAN A CLEAN EXCHANGE BUT SEARS REFUSED TO HONOR ANY OF THEIR GUARANTEED WARRANTY. THE MOLD FROM THE A/C SEEPED INTO THE WOOD PANELING AND THE ENTIRE PART OF THE HOUSE ON THAT SIDE REEKS OF MOLD. SEARS IN FACT HAS RUINED MY HOME. THEY ARE CHEAP, DISHONORABLE AND IN VIOLATION OF THE LAW BY REFUSING TO HONOR THE CONTRACT BETWEEN SELLER AND BUYER..THE APPLIANCE WARRANTY.UNDER THE CIRCUMSTANCES OF TRYING TO GET THE WARRANTY HONORED, I DEMAND AN EQUAL EXCHANGE.MY ENTIRE FAMILY USED TO BUY ALL OUR APPLIANCES FROM SEARS DATING BACK TO THE 1940'S AND WE WERE ALWAYS HAPPY WITH THEIR CUSTOMER SERVICE AND APPLIANCE WARRANTIES. MY FAMILY IS DEAD NOW AND MUST BE TURNING IN THEIR GRAVES AT WHAT HAS BECOME OF SEARS. THIS CHAIN IS NOW CLOSING HUNDREDS OF STORES AND ON THEIR WAY OUT BECAUSE OF THEIR DEPLORABLE CUSTOMER SERVICE AND MALICIOUS ATTITUDE TOWARD THE PUBLIC THAT HAS SUPPORTED THEM FOR SO MANY DECADES INCLUDING MYSELF. AFTER THIS EXPERIENCE WITH SEARS I PURCHASED AN OVERSIZED REFRIGERATOR, DISH WASHER, WASHER AND DRYER FROM *** INSTEAD OF FROM SEARS. THIS IS WHY SEARS IS DISAPPEARING...BY NOT HONORING THEIR GUARANTEED WARRANTY THEY ARE IN VIOLATION OF THE LAW AND BEHAVING IN A DEPLORABLE, DEMORALIZED MANNER.THEY SHOULD HAVE EXCHANGED EITHER THE ENTIRE UNIT OR ALL THE PARTS WITH MOLD IN THEM AT FIRST REQUEST AND NOT ENDANGERED MY LIFE AND HOME WITH MOLD
Sincerely,
Shelley D***

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 provided there is an exact replacement for the icemaker
Sincerely,
*** ***

July 25,
N*** V*** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * Austin B***
Dear MsV***
We have not fully completed our investigation of MrB*** complaint regarding his dissatisfaction with the problems he
encountered with the return of the damaged washer and his request for a refund
We apologize for the delay in responding to this complaint Upon receipt of MrB*** complaint we researched and found that MrB*** ordered his washer and dryer on Searsoutlet.com Our records indicate that MrB*** did not pay for installation and did not order deluxe delivery Since MrB*** lives in South Carolina and items he ordered shipped from an outlet in California, he was charged for freight delivery We apologize that during the transportation the washer was damaged MrB*** was offered a discount to keep the washer since it was not cost effective to ship the units back to South Carolina MrB*** declined the offer and the selling store in California was contacted regarding his request to return Several attempts were made to make arrangements with other Sears Outlet stores to assist with the return, but the attempts failed since the franchised stores were unable to process a refund
We reached out to District Store Manager Sherri C*** to assist and arrangements were made with our national logistic team to pick up the washer from MrB*** We apologize as we did not return the merchandise until July 18, For his inconvenience, MrB*** was issued a $gift card MrB*** confirmed that the washer was returned; however, he has not received the refund We reached out to Manager C*** and are currently awaiting her response In the interim, should MrB*** have any questions, he may contact me directly at ***
We apologize to MrB*** and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** Matilda.S***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11017018, and find that this resolution is satisfactory to me
Sincerely,
Margie ***

May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Miss *** complaint regarding her refrigerator repair
experience We would first like to apologize for any inconvenience Miss *** may have experienced with serviceAfter reviewing the notes in the service order, we found that the technician was able to install a new control to complete the repair on May 9, While Sears is unable to authorize the full amount of food loss incurred without an extended service contract, we are authorizing a refund of $for the food loss experienced as a courtesy exceptionThe mail bank check will arrive within to business daysAdditionally, we hope that in the future Miss *** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since the repair has been completed, we respectfully ask to have this matter closed, pending the receipt of the check for food loss 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

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding ***, a lease to own plan offered by Sears Outlet Stores ***
*** Director of Service from *** provided the following response: Ms*** emailed *** Service stating that she was notified by Sears that the payment method that she was attempting to use to process her lease was unsuccessful *** then contacted Sears via email to confirm that the order had been canceled on Sears’ end as *** was showing an active leaseMs*** connected with *** Service on November 25th for a status update and was advised that we were still waiting on a response from Sears to verify that the lease was canceled; she was advised that a refund would be processed in 5-business days based on the response time from the Sears*** has now received the needed confirmation from Sears Outlet and v Ms*** lease has been cancelled and a refund has been issuedThat said we ask that this complaint be closed We 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

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,
*** ***

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,
*** ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Wilfredo ***#*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services and repairs to his refrigeratorCindy ***, Sears
Home Services Customer Advocate provided the following response: On September 14, 2016, a Sears Home Services technician was dispatched to Mr***’s home to complete repairs to his refrigeratorThe notes from the service call indicate that the technician installed a previously ordered compressor and power inverterOnce the repairs were completed the unit was tested and was found to be operating as designedMoving forward, if I can be of any assistance to Mr***, he can reach me at ***-***-***That said we ask that this complaint be 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 concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

October 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ***
*** *** *
***, We have completed our review of Ms*** rebuttal complaint regarding her online order experience Accordingly, a refund of the shipping fee has been processed todayMs*** can expect to see a credit of $post to her account within 3-business days from October 29, Should Ms*** have any further questions, she may contact me via email at *** In the interim, we have noted Ms*** concerns, and respectfully ask to have this matter closed, pending credit to post to her account 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

Complaint: ***
I am rejecting this response because:The terms (IF ANY) are on a TOTALLY DIFFERENT WEBSITE The affiliate links have no "DETAILS" link to read terms on THE WEBSITE I LOGGED ON The customer rep wants me to go to a TOTALLY DIFFERENT WEBSITE to read the terms of the offer since NO "DETAILS/TERMS" link are shown on the banner or offers ALSO, the company keep on sending out offers with these promises of cash back/points back anyone can go to the site RIGHT NOW and see these links with no "special offers" a 3% back in points is "offered" RIGHT NOW Which is not true. The company would be better off linking any "TERMS/DISCLAIMERS" ON THE BANNER or offer NOT EXPECTING a consumer to go to a TOTALLY DIFFERENT URL/Website to "hunt" for terms of another website/url.
Sincerely,
Kev ***

January 19,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of Mr*** complaint regarding a recent transaction District Manager *** *** provided the following response: We want to point out that outlet items are unique in that they are typically floor model, scratch and dent, previously used, or refurbished items and the price is dramatically reduced to reflect thatWhile we may have had another one of the same items there, the condition was different and the pricing would be different as well as a resultMr*** paid approximately $for an item that sells for $new. As a courtesy, we offered to provide Mr*** with a new refrigerator of the same model at no additional cost to him, but he declinedHe wants to pay less than he originally paid, which we find to be an unreasonable requestWe are willing to discount the refrigerator approximately $We also offered to allow him to select a different model and we would work with him on the pricingMr*** refused this offer as wellAt this time, Mr*** has received his refund and he has been made whole Should Mr*** decide to recon sider, our prior offers are valid for days from the date of this letter; after that, they will be null and voidMr*** may contact me (*** at (*** *** during business hours if he has any further questions or concerns 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

September 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her online order experience
and request for a refund of the shipping fee As clarification, Ms*** ordered her dining set from Sears which required *** shipping, a third party carrierThe order was processed accordingly, however it should be noted that *** does not offer Premium deliveryAdditionally, orders are delivered approximately 10-business days after the order is placedIn rare circumstances where the member may live in a very remote location, the delivery timeframe may be set outside of the 10-business daysFurthermore, it is *** that will set up the appointment to deliver the itemWe can only apologize if Ms*** was given miscommunication regarding the delivery dateHowever, we show that the product was delivered within the timeframe outlined by ***r LogisticsAs such, we are unable to issue a refund of the shipping feeAs a gesture of goodwill, Sears Online did offer to issue a 10% discount on the price of the merchandise should Ms*** decide to acceptFinally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we found that the product was delivered within *** estimated delivery timeframe, 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 Sears Holdings Corporation

January 19,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of Mr*** complaint regarding a recent transaction District Manager *** *** provided the following response: We want to point out that outlet items are unique in that they are typically floor model, scratch and dent, previously used, or refurbished items and the price is dramatically reduced to reflect thatWhile we may have had another one of the same items there, the condition was different and the pricing would be different as well as a resultMr*** paid approximately $for an item that sells for $new. As a courtesy, we offered to provide Mr*** with a new refrigerator of the same model at no additional cost to him, but he declinedHe wants to pay less than he originally paid, which we find to be an unreasonable requestWe are willing to discount the refrigerator approximately $We also offered to allow him to select a different model and we would work with him on the pricingMr*** refused this offer as wellAt this time, Mr*** has received his refund and he has been made whole Should Mr*** decide to recon sider, our prior offers are valid for days from the date of this letter; after that, they will be null and voidMr*** may contact me (*** at (*** *** during business hours if he has any further questions or concerns 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