ComplaintsforSears Holdings Corporation

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** Sears protection warranty plan Case # ******* Can't locate the part it's been since February 19,th I've been without a working refrigerator All my food. My insulin have been compromised. I'm a diabetic and a bilateral amputee in a wheelchair

  

  Business response

  04/22/2024

  April 22, 2024
  
  BBB Customer Relations
  **********************
  *************************** #****
  *******, *******; 60611
  
  Re:  ******** ***********************
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found parts had been ordered March 19th. However, when the technician returned, he advised that the part was incorrect. We are in communication with the service team to research this matter further and **************** will be updated with the next steps. In the interim, we have noted Ms. ******* concerns and have closed this file pending service completion.
  
  We apologize to **************** for any inconvenience she has experienced 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

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the renter at this address. My landlord ************** has been working with this company as they are who holds the home warranty. I have had to stay at home to meet each service person. On around 12/22/23 I put my ikea oven into self clean and it consequently broke the oven. Since that date sears home warranty has given us the most extreme runaround. They have sent over 6 technicians out here and each was not aware of the issue. I had to explain each time. Each would say they need to order parts. They ordered parts but the main part is no longer available. I have wasted countless hours of my time as well as my landlord waiting for them to provide a resolution and here we are on 3/15/24 still with no resolution. My landlord ordered a replacement oven (the exact same one) because I could no longer live this way. Sears is telling him if he orders the oven that they will not cover it but more than 5 times they have promised escalation to resolve the issue in 3 days and today they said they want to send another technician out. It is beyond frustrating and they may be the worst business in the world. I have had so much extra cost due to time, having to take off work, and the added expense of not being able to cook at my home due to their incompetence. Hakans contact info is ***************** I know he has spent around $1000 on a new oven and I would like to be reimbursed for my days (6 days of time off) as well as the added expense for eating out totaling $2809. ***** plans to take them to court and I would like to see my own resolution. This business should s*** down since they cant seem to perform their singular function.

  

  Business response

  04/26/2024

  BBB Customer Relations
  **********************
  *************************** #****
  *******, *******; 60611
  
  Re:                   ******** - ***************************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******* complaint regarding a service for his range.
  
  What **************** may not be aware of is that Mr. ******** the policy holder did not have the **** coverage before calling for service for this range therefore it was never covered under the warranty **************** refers to in his complaint.
  
  We will be happy to assist Mr. ******** in any questions or complaint we get directly from him but we will not be able to address these issue with **************** as he is not on the coverage.
  
  If you have any further questions, you may contact me at **************************************. 
  
  Sincerely,
  
  
  ********************************
  Regulatory Complaint Specialist
  *********************************************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been working with Sears since the beginning of February to fix or replace my washing machine. It barely works and takes 3-4 times the normal length to wash a single load. I purchased the protection agreement that guarantees to fix the machine or replace it if it isnt fixable. Every time I call they tell me it has been escalated and I will hear in 5-8 business days when it will be replaced. When I call back I get the same speech. When I try to escalate the call and talk to someone else they tell me there is no one else they can escalate to. I paid for the protection agreement and I either need all my money back or a new functional machine.

  

  Business response

  03/25/2024

  February 25, 2024
  Customer Relations
  ******* **********************
  ******************************************* #****
  *******,******** 60611
  
  Re: *************************
        File Number 21431419
  
  Dear BBB Customer Relations:
  We have completed the investigation of Ms. ***** complaint regarding the problems she encountered with the washer.    
  
  As of March 20, 2024, ************ was authorized to receive a replacement washer valued at $599.99.  She was provided the authorization coded via her ********************** email to order her replacement online using the authorization provided in the email. 
  
  The authorized amount will be applied to the purchase of whatever washer she select from sears.com that shows sold by Sears.  If the item selected is over,she will just be responsible for the amount over and any tax on just that amount. If it is under, then any difference is forfeited. In addition to the covered amount applying to the appliance itself, she will also have any delivery fee waived as well as the fee to remove the defective appliance. If the appliance requires an installer to hook it up to the existing installation that has already been set up for the original appliance, then those charges would be covered; however, any fees needed to make any modifications to the existing installation (including code upgrades, modifications to the space or cabinetry, or any electrical,plumbing, or carpentry work needed), would not be covered and would be at her expense.  ************ will have the ability to refuse the additional charges for the installation but if this prohibits the installer from being able to perform the installation to proper code, then the entire installation will be canceled.  Since this is the resolution Ms. **** was seeking, we have closed our file.
  
  We apologize for any problems or frustrations that *********** may have experienced with Sears.  We appreciate the opportunity to address this matter.  
  
  Sincerely,
  ************************;       
  *******************************************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have full cover on my washer. Sears have been fixing it since Oct. therefore have not had a washer since then. They have had a technician out six times. Changed four parts. The last time the washer started to smoke and now they have order a new electrical panel. I just dont know what to do. Its been four months.

  

  Business response

  02/19/2024

  February 19, 2024
  Customer Relations
  ******* **********************
  ******************************************* #****
  *******,******** 60611
  
  Re: *******************
        File Number 21211520
  
  Dear BBB Customer Relations:
  We have completed the investigation of Ms. ***** complaint regarding the problems she encountered with the washer.    
  As of February 15, 2024, and due to the control panel is no longer available, ************ was authorized to receive a replacement washer valued at $749.99.  She was emailed the authorization code, which expires on April 16, 2024, to her ********************** email to order her replacement on Sears.com using the authorization provided in the email. 
  The authorized amount will be applied to the purchase of whatever washer she select from sears.com that shows sold by Sears.  If the item selected is over, she will just be responsible for the amount over and any tax on just that amount. If it is under, then any difference is forfeited. In addition to the covered amount applying to the appliance itself, he will also have any delivery fee waived as well as the fee to remove the defective appliance. If the appliance requires an installer to hook it up to the existing installation that has already been set up for the original appliance, then those charges would be covered; however, any fees needed to make any modifications to the existing installation (including code upgrades, modifications to the space or cabinetry,or any electrical, plumbing, or carpentry work needed), would not be covered and would be at her expense.  ************ will have the ability to refuse the additional charges for the installation but if this prohibits the installer from being able to perform the installation to proper code, then the entire installation will be canceled.  Since this is the resolution Ms. **** was seeking, we have closed our file.
  We apologize for any problems or frustrations that Ms.**** may have experienced with Sears.  We appreciate the opportunity to address this matter.  
  
  Sincerely,
  ************************;       
  *******************************************

  Customer response

  02/19/2024

   
  Complaint: 21211520
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  

  Business response

  02/21/2024

  February 21, 2024
  Customer Relations
  ******* **********************
  ******************************************* #****
  *******,******** 60611
  
  Re: *******************
        File Number 21211520
  
  Dear BBB Customer Relations:
  We have completed the investigation of Ms. ***** rebuttal to a response we previously sent.     
   As of February 15, 2024, ************ was authorized to receive a replacement washer valued at $749.99.   The authorized amount will be applied to the purchase of whatever washer she select from sears.com that shows sold by Sears.  If the item selected is over, she will just be responsible for the amount over and any tax on just that amount. If it is under, then any difference is forfeited. In addition to the covered amount applying to the appliance itself, he will also have any delivery fee waived as well as the fee to remove the defective appliance. If the appliance requires an installer to hook it up to the existing installation that has already been set up for the original appliance, then those charges would be covered; however, any fees needed to make any modifications to the existing installation (including code upgrades, modifications to the space or cabinetry, or any electrical, plumbing, or carpentry work needed), would not be covered and would be at her expense.  ************ will have the ability to refuse the additional charges for the installation but if this prohibits the installer from being able to perform the installation to proper code, then the entire installation will be canceled.  Since this is the resolution Ms. **** was seeking, we have closed our file.
  We received an email from ************ as of February 19,2024 regarding the two $50 checks she was approved for but have yet to receive. Per her warranty, a Service Promise of $50 per Claim #****** & a Service Promise $50 Claim# ****** approved for laundry.  We made contact with the warranty department to research and provide a status of the check.  ************ has been advised of this next step and will be contacted via her ************************ email with resolution.
  Regarding not receiving the authorization code, the warranty team resent the code to her ************************ email on February 20, 2024.  ************ has been advised if she still does not receive the authorization, she will need to provide the item number for her replacement washer and our processing team will assist her with the replacement.
  We appreciate the opportunity to address this matter.  
  Sincerely,
  ************************;       
  *******************************************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 14, 2022 my husband and I purchased an upright freezer from *******************, on Monday April 10, 2023 we noticed freezer kept running none stop I called Lowes under the warranty plan and was given Kenmore Warranty number as it still was under their manufacturer warranty, I called them at 2:15 PM they took the complaint had me send pictures and scheduled a technician to come out, he came out and said " you need a new door it is warped, it should be here in June but don't count on it, put weatherstrip on top to hold in air". On April 20, 2023 I called to check on order for door and it wasn't sent then, we went to beach on Vacation in June while at beach on June 14th I received a message saying door had been delivered, I called number back and got message it was still on backorder. July 11,2023 I called Kenmore once again and was told it was being shipped from ****** and she couldn't give an Estimated Delivery Date. We let it go for awhile and on Friday September 8, 2023 I called again and was told they didn't have the door and didn't know when they could get it, asked me to send pictures again to expedite the order, still not hearing from them on September 18,2023 I called once again juat to be told I needed to send pictures again and it may not be replaced!!!!We want to have this issue settled as it is making our electricity bill go higher each month .

  

  Business response

  10/11/2023

  October 11, 2023
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** *******************************
  
  Dear BBB Customer Relations:
  
  This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.

  This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.

  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  Regulatory Specialist, Regulatory Complaints
  imx integrated member experience

  
  

  Customer response

  12/19/2023

   
  Complaint: 20619859
  
  I am rejecting this response because:

  This issue has not been resolved we are still awaiting a door or exchange,   Thank You ***************************;

  
  
  Sincerely,
  
  *******************************

  

  Business response

  01/07/2024

  January 7, 2024
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** *******************************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ********************** rebuttal to the response we previously sent.
  
  After reviewing ********************* response, we contacted customer service and were informed that ***** holds the obligator of the warranty so Ms. ********* needs to contact the warranty provider. The product in question was purchased from a third party so we are not authorized to replace or exchange the product in question. Based off the aforementioned, we have closed our files.
  
  We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Specialist,Regulatory Complaints
  Transformco LLC
  imx integrated member experience

   

  
  

  Customer response

  01/08/2024

   
  Complaint: 20619859
  
  I am rejecting this response because: Our manual  that came with freezer is Kenmore not Mania, Lowes gave us the number ************ to call as the manufacturer warranty 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a washer from sears on .On the week of June 5th I called the sears home warranty that there was an issue with my washer. They sent a tech out June 12, 2023 to repair the washer. All he did was diagnose and ordered the parts. He returned June 28, 2023 for the actual repair. At that time he took a part the washer and realized he needed an additional part. We received 4 huge boxes of the same part. I called about 3 different occasions and was told they cant do anything u til the part comes in. I havent received one of the parts since I made the initial issue. I have made many attempts to try and speak with somebody, and I get no help. I went into the store, and they advised there was nothing they can do on their end. My warranty states if they cant find or replace the part, Im guaranteed a new washer.

  

  Business response

  08/22/2023

  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re: # ******** *********************
  
  Dear BBB Customer Relations:
  
  We do sell the ********************** branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.
  
  Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of *******************. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.
  
  In this case, we show ************** washer was purchased from Sears for $499.99 on November 10, 2014. Since it is 9 years old it is no longer covered under the manufactures warranty which is one year. ************ has had a Cinch *** since March 2021and Sears ************ was the provider for a recent service on the washer but we informed Cinch of the parts issues as per our contract with them.  
  
  Since Transformco is not a part of Cinch we do not have any premium payments or warranty usage access, this complaint will need to be address with Cinch/HomeSure directly. We know Cinch is committed to fairly resolving any issues sent to them but they will enforce the terms of the contract.
  
  If ************ feels they have not taken care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:
  
  If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service department at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.
  
  With that said, we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.
  
  
  
  Sincerely,
  
  ********************************
  Regulatory Complaint Specialist
  *********************************************
  

  Customer response

  08/23/2023

   
  Better Business Bureau:
  
  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 Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a kenmore grill about 5 months ago from ********** and now it has completely stopped working and rusted out. This is not something to expect from a grill that is 5 months old. I called customer service and they only want to replace a few parts, but that is not going to bring the grill back to the condition it is supposed to be in. I would like permasteel to either give me a refund or replace the whole grill

  

  Business response

  08/10/2023

   
  
  
  
  
  
  August 10, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  ******************************************* #****
  *******, **  60611
  
  Reference File # ******** *********************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ****** complaint regarding his dissatisfaction that the Kenmore grill rusted and failed too soon; and his request for a refund or a replacement grill.
  
  We reached out to Permasteel as they are newly licensed by us to sell Kenmore branded grills under certain terms and for those sales they are the obligors of any warranty. One of their first forays has been an offering of a Kenmore branded grill sold at *********** and this is the model ************** purchased.
  
  We received confirmation that Permasteels customer service team actively engaged with ************** to address his concerns.  Upon a thorough assessment of the situation, Permasteel reported that *********************** warranty claim has been declined based on careful evaluation. The reported issues with the requested replacement parts in question were found to be attributed to premature rusting, evidence of a grease fire, along with rapid deterioration, which Permasteels investigation has determined to be a result of customer negligence. According to the Kenmore Grill warranty policy, cases of this nature fall outside the scope of the policy coverage.  Additionally, ************** was unable to produce a valid serial number for additional verification of purchase of his Kenmore Grill.
  
  Despite the warranty claim denial, Permasteel remains committed to delivering customer satisfaction and maintaining the integrity of the Kenmore brand. As a gesture of goodwill, Permasteel extended an offer to replace the affected parts at no cost to **************, with the only requirement being his responsibility for the associated shipping charges totaling $17.00 USD.  If ************** has any questions or concerns, he should contact Permasteel regarding the offer and/or warranty claim.  With that being said, since we have addressed the issue brought forth in ************** complaint, we have closed our file.
  
  We apologize for any problems or frustrations that ************** may have experienced with Sears.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  
  

  Customer response

  08/10/2023

   
  Complaint: 20288421
  
  I am rejecting this response because: the only response I will accept is either a New Replacement Grill or a Refund
  
  Sincerely,
  
  *********************

  

  Business response

  08/30/2023

   
  
  
  
  
  
  August 30, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  ******************************************* #****
  *******, **  60611
  
  Reference File # ******** *********************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ****** rebuttal to our response regarding his dissatisfaction that the Kenmore grill rusted and failed too soon; and his request for a refund or a replacement grill.
  
  We have Mr. ****** rebuttal, and we do not find that he has brought any new information to his complaint.  However, we received an update from Permasteel, the obligor of the Craftsman grill, regarding the proof of purchase ************** provided.  After careful evaluation of the case, Permasteel was ultimately unable to fully verify ****************** purchase of his Kenmore Grill through *********** Additionally, ************** was unable to produce a valid serial number for additional verification of purchase of his Kenmore Grill.
  
  As part of our research into ****************** proof of purchase, Permasteel discovered that the ********** order number is being used fraudulently.   With assistance from the **********s team, they were able to cross reference the order and determined that the order number is valid, but the actual order was for a completely different product that is not associated or sold by Kenmore.  Additionally, they cross checked all orders sold by ********** shipped by their warehouse referencing ****************** provided order and shipping date, and were unable to reference any similar orders or shipments delivered into the MI area.
  
  Based on this information, Permasteel will be denying ****************** warranty claim for his Kenmore Grill PG-40406S0L-SE.   If ************** has any questions, he must contact Permasteel, the obligor of the gas grill.  With that being said, since we have addressed the issue brought forth in Mr. ****** rebuttal, we have closed our file.
  
  We apologize for any problems or frustrations that ************** may have experienced with Sears.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a Sears Protection Agreement which did not expire until August 24, 2023. We experienced numerous issues with the covered appliances (washer and dryer). The service people would make appointments, break them and when they did come failed to fix the problem. This situation started in Nov. 22 and continued to present. In the meantime, we have been forced to use a local laundromat which has been very expensive. We are a non-profit animal shelter and the amount of laundry we do is extensive. On 2/21/23, the warranty **** called and told ** the warranty was expiring in 10 days. At the time, we had been waiting for the service people to come for weeks. The staff at the shelter, knowing how badly we needed the service, and falsely believing they would know when it expires, agreed to extend it ($586.40). We later realized it did not expire until 8/23.Sears refuses to refund the recent renewal even though it was done under false pretenses and does not even go into effect until Aug.

  

  Business response

  06/01/2023

   
  
  
  
  
  
  June 1, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  ******************************************* #****
  *******, **  60611
  
  Reference File # ******** ***************************
  
  
  Dear BBB Customer Relations: 
  
  We have completed the investigation of Ms. ********* complaint, on behalf of **********************, regarding the problem she encountered with the renewal of the protection agreement on the washer and dryer.
  
  Firstly, we apologize for any inconvenience or frustration that ******************** may have experienced.  We reached out to our contract department to assist with ******************** concern.  We received confirmation that agreement *************** is a 5-year coverage that will expire on August 24, 2023.  Our contract department did contact the ********************** in February 2023 regarding an early renewal.  We apologize if there was any miscommunication or misunderstanding regarding the actual expiration date of the existing agreement.  As clarification, a consumer may be contacted several months prior to the expiration date and offered a discount for an early renewal on the agreement.  Since the renewed agreement does not take effect until August 24, 2023, ******************** may cancel the agreement for a full refund.  However, the renewal price will be at a higher rate if they decide to renew closer to the actual expiration date.
  
  Our contract department left a voicemail with ******************** and also sent an email to discuss her decision to either cancel for a full refund, or to leave the renewal at the discounted rate.  If ******************** has any questions, she can also contact me with her decision at ************************************.  With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted.  **************** issue is not resolved to her satisfaction, she can reopen it later even if the Better Business Bureau has closed it as resolved.  We respectfully ask to have this matter closed at this time.
  
  We apologize for any problems or frustrations that ******************** may have experienced with Sears.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kmart.com does not provide accurate phone numbers for customer service, any emails for contacting them, or a portal for returns that works. Anything I have tried to return items or contact them has failed. I have tried numerous ways, numerous phone numbers, and have searched everywhere available to me in an effort to return the following items that I purchased online from Kmart. These items were all ordered on the same day, but were received on different days. Any link on the orders that say Marketplace FAQs are dead links. I have not had any success and am contacting the Better Business Bureau in my second attempt to resolve this issue between Kmart and **** want to return and receive full refund for the following items that I purchased on Kmart.com: KMart Sales Ticket # ************ Midwest Supplies American White *** Infusion Spirals - Medium Toast 2 Count Package X 2 $18.69 each; $37.38 total Sales Ticket # ************ United Abrasives-Sait ***** United Abrasives-Sait Abrasive Cut-Off Wheel: 7 in Abrasive Wheel Dia, Aluminum Oxide, Type 1, A60S-(4) $12.56 each; $50.24 total ************************************************* Depressed Center Wheels: Aluminum Oxide, 5 in Abrasive Wheel Dia, Type 27 233 (5)$10.84 each; $54.20 total ************ Super Sparrow 750ML To-Go Stainless Steel Water Bottle, Sea Blue (2) $15.76 each; $31.42 total Super ******************** Stainless Steel Water Bottle, Dark Blue (2) $16.68 each; $33.36 total Grand total due: $206.61 These items were all ordered on the same day, but were received on different days. Any link on the orders that say Marketplace FAQs are dead links.

  

  Business response

  08/19/2022

  August 19, 2022
  
  
  BBB Customer Relations
  **********************
  330 ******************., Ste. #****
  *******, **  60611
  
  Re: ******** *************************
  
  Dear BBB Customer Relations,
  
  We have completed the investigation of ******************** complaint regarding his online order experience and his request to return his entire order.
  
  As clarification, our online website hosts other retailers through our Sears Marketplace program. The 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 online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that *** 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 Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the sellers 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 ****************** placed an order with a Third Party Marketplace vendor, not Sears. In ******************** case, the order was fulfilled by three different sellers. Sales receipt ************ is from ********** ******************************************************** ********************* and telephone number ************. Sales receipt ************ is from ************** ****************** ******* at *************************************************************************** ********************** and telephone number ************. Finally, sales receipt ************ is from ************ c/o ********** located at ************************************************** ****************** and telephone number ************. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For ******************** records,we have included our disclaimer below:
  
  Third Party Advertisements and Links to Third Party Sites
  We *** display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We 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 site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein.
  
  Placing an Order
  Some products offered through the Sears Site *** be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies *** differ from those offered by Sears.When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise.
  
  You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy.
  
  Returns 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 policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.
  
  After researching the order,our records show that the sellers ********** and ************** approved your return and are awaiting to receive the merchandise back. If ****************** has returned the items to those two sellers then we ask for return tracking information so that we can have it verified. As for the items from Vir Venture,we do not see that the seller has approved a return. We have sent an email correspondence to ****************** but have not received a response to date. ***************** *** need to check is spam and/or trash folders for the email. We ask that he reply to our email with his return tracking information for each sales check number. We also need to know if ****************** has contacted Vir Venture regarding his request to return the items listed under those sales checks.
  In closure, since ****************** made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request in accordance to our posted terms and conditions. If ****************** still requires assistance, he *** reply to ****************************** and 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
  TransformCo

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