Sears

I have been trying to have an issue resolved since 12/16/17 through Sears and not only has Sears refused to attempt to understand the issue and attempt to resolve it appropriately, I have been harassed and lied to by Sears chat personnel, Sears telephone personnel and through the email continually since 12/22/17 and especially throughout the holiday and still the matter remains unresolved and Sears refuses to even attempt to 1.) understand what the issue is but 2.) not even attempt to resolve the issue. See Case No. 5456507

I want to file a claim for moneys already paid to Sears and for the total cost of the repair still not yet fixed. Compensation should also be made for the harassment, stress and the additional money it is costing me in order to address this issue.

My son in law received two shirts for Christmas that were purchased on Oct 29, 2017, however he did not receive them until Dec 25, 2017, the shirts were not the correct size. I went to the store today with the original receipt & explained that these were given for a Christmas gift just to be told that it was over your 30 day return policy and that your extended return policy started on November 1st, you are talking about 2 days. The shirts don't fit and you all will not exchange the shirts for a larger size and nor will you refund the money, so from what I can see as a consumer you all are a thief. If I had not had my receipt I may could understand better why it could not have been done but for someone to tell me when I asked what I was suppose to do with the shirts because they are too small I was told that I could give them to Goodwill. Just one problem with that and that is not supporting Goodwill this gift was for my family member. I would you like it if someone told you that if you were in my shoes. Sometimes rules should be bent and this was one of them considering how much business I have done with your company and now I fully understand why Sears and Kmart are in the financial trouble that they are in. I will never shop or patronize your stores again and I will strongly encourage anybody that I know not to deal with you all by what was done to me. Whatever happened to customer satisfaction OH let me guess it went in the greedy thieving pockets of Sears Corporate Officers so they can further sit back eating they steaks and taking their cruises. Your so called acting manger by the name of Susan and the sales clerk Mica at the Danville Sears Store 01025 at 325 Piedmont Dr. Danville should make you proud, while Mica that was at the Jewelry counter was making a very sarcastic remark and look on her face. If you all do to all of your customers as I was done today then you deserve to loose your customers and in the end the store will close and that should make you really proud. I am out of the product and the money thus making Sears nothing more than an everyday common thief.

The oven control seems to have no relationship to the actual oven temperature. I had a Sears technician come in to calibrate it soon after I bought it but he said it was fine. After a number of baking failures, on Oct. 23, 2017, I paid a Sears technician $94 to check the temperatures. He again said it was fine even though when it was set to 350, the ready buzzer went off at a much lower temperature. He said I should just wait 5 minutes past the buzzer. This does not work either. The problem seems to be that the oven just doesn't reach the temp that it is set to. I have been trying to compensate by setting the temperature higher, then watching things closely, turning the oven down when it gets too hot. This is all guesswork and not at all what I expect from any oven. And by the way, I am 79 years old have been baking successfully since I was 10 years old. Carol Crouse
([protected]@gmail.com)

On 3/12/16 our BMW Suv was serviced at Sears Auto for a break repair job. Needless to say while driving vehicle weeks later the brake system failed, causing damage both exterior and interior as it crashed in order to stop in parking lot wedged between garbage disposal barricade. Company has compensated for all exterior damage to be repaired, however vehicle has had electrical issues from warning lights coming on, to failure of emissions tests and not starting properly at all. I was informed by agent that Any further issues with vehicle would be taken care of at companies expense. I reported the above mentioned and was instructed to have it towed to be inspected back on June 29th 2017 at my expense of 533.35. This inspector not met me in person and the diagnostic test due to be performed was denied by Sedgwick. So only a visual inspection took place verses complete check up. On 7-8-17 we had to tow the vehicle back to cedar rapids again at our expense 533.35 Bot tow receipts have been faxed and one was left inside vehicle upon inspection. A letter was sent stating there was no proof of Towing so I was never compensated. At present our vehicle has been sitting for almost 2 months due to not starting properly and losing power while driving, either battery, alternator some electrical issue. I am in the Military stationed in Korea E-8 status Capt. our vehicle had no known issues prior to incident and we are second owner. It obvious when vehicle crashed that internal damage was done not just exterior. I want and demand that our vehicle be returned back to its original working condition prior to incident before further legal actions take place. I trusted in both your company and Sears to handle this situation without involving my attorneys a Life could've been loss due to this if not others affected. While in the states I was assigned to duty via wounded warriors event, yet had to leave my post in order to have vehicle towed a second time from dealer due to your company not covering a mere diagnostic test which cost 175.00 and would be specific about anything wrong internal via air bag lights indicator etc. etc. This needs to be addressed and handled by a supervisor immediately.

I just wanted to say that 2 days before Christmas the sears store in Tyler TX can't have sales people on the floor in clothing dept but have people standing around in appliance dept is really stupid. I asked the person behind for some help on the floor and she said that they had no one to help, only cashiers and no one was on the floor? I will try to NEVER SHOP AT SEARS AGAIN. Then I walked to Pennys and found what I wanted with help on the floor

I bought a Kenmore Elite in September 2015 because it was top ranked by Consumer Reports. Electronics went bad and had to be replaced in August 2017. Now, December 2017 the electronics are bad again - "Service code F2E2." Kenmore service's "Niki" says 90 day warranty expired, she is the highest supervisor I can speak with, and best she can do is 20 percent discount on service. Wow, what a scam - do not buy. I refuse to repair the electronics again just to have it last another short while after the 90 day warranty. Sham on Sears/Kenmore for not standing behind their product and having some business ethics to do the right thing. No wonder they are repeatedly on the verge of going out of business.

Order [protected] placed on 12/16/17 and was told that it would arrive on 12/22/17. I called on 12/23 and was told that the item never left the warehouse. No contact was made to me to allow me to order the item from another source. No Christmas present for 83 year old father.

Thanks, what will you do about this?

Gift card Store credit

Sorry just doesn't get it!

Under our protection agreement our refigerator broke and has not been fixed yet, the tech has been out several times and finally says it's not repairable meanwhile the protection agreement expired. Tried getting a replacement under the lemon law being as it is deemed not repairable and broke during the coverage time however all I get is the run around and or hanging up of the phone, now what?

Hello when I purchased my home in October of 2009 it came with Kenmore appliances. I don't believe this should be happening that this microwave is falling apart... The material it is made off is coming off, the handle has become loose and the bottom of the microwave is cracked.. I would need to figure out how to send you pictures ... I am really upset about this product

I bought a Kenmore Elite refrigerator 3 years ago. I went out 2 weeks before Thanksgiving. They didn't send out a tech for 3 weeks causing me to host a Holiday party on Thanksgiving day with no refrigerator. I've called customer service several times which is USELESS! Finally, on Dec 6, 2017, the technician came out and told me my compressor needs to be replaced. Well you mean to tell me I have to pay 100.00 for you to tell me what I already know. The compressor is covered for 10 years and will be replaced free of charge if it goes out. Well the tech tells me that the compressor is covered but the labor is not. He also tells me that when the compressor goes out, the mother board needs to be changed also. So a free replacement of my compressor on my 3 year old refrigerator will now cost me $650.00. That doesn't seem to be fee of charge to me. Well, I have emailed the CEO of Sears holding and the whole executive team 3, yes THREE times and not one of these overpaid execs bothered to call me back or even send an email and it seems they don't give a damn about customers. I guess it will hurt there bottom line too much to satisfy customers.

I bought the dishes washer 3 1/2 years ago. The control panel was not working properly until it did not work at all. 1st service appointment was 4/16. I had to replace the control panel plus 2 service calls. Same thing happened again 11/17 but this time I need to replace both the control panel plus the fuse piece. Each control panel is $150., fuse piece $100...every service call $100. I have not repaired the machine since 11/17. The total cost would be an additional $350.00. This is not right for a machine 3.5 years old. I would either like a complete repair or preferably a new dishwasher. Thank you.

Ordered a Control Board for a Whirlpool Refrigerator. The box the part came in had a green label with a hologram that says to return the defective part to the parts distributor for a core refund however, no address was provided. Attached is a transcript of my conversation with customer service stating that they don't provide this service;

Chat transcript

Visitor (16:45:46 GMT) : ref control board
Browne (16:45:48 GMT) : Hi there! Nice to have you on this chat.
Browne (16:46:45 GMT) : Sure, I will be glad to help you in locating the part for your model.
Browne (16:46:58 GMT) : Can you help me with the model number of your refrigerator, please?
Visitor (16:47:30 GMT) : I have already ordered it
Visitor (16:47:40 GMT) : Order number: W924075
Browne (16:47:58 GMT) : Okay, can you help me with the phone number that was used at the time of placing the order, please?
Visitor (16:48:16 GMT) : It was ordered online.
Browne (16:48:57 GMT) : Yes, we need the phone number that was provided on the order at the time of placing the order.
Browne (16:49:05 GMT) : It is just to locate the order.
Browne (16:50:21 GMT) : I am sorry did I lose you on this chat?
Visitor (16:52:19 GMT) : None provided
Visitor (16:53:53 GMT) : You already have the order #
Browne (16:53:54 GMT) : I see that the order is placed for the store pickup.
Browne (16:54:21 GMT) : According to the order the part has been picked up onXXXXXXXX/2017
Visitor (16:54:30 GMT) : Yes
Browne (16:55:21 GMT) : If you have not received the part, please contact the store for further assistance.
Visitor (16:56:07 GMT) : On the box was a green label that says return the defective part for a core refund.
Visitor (16:56:29 GMT) : However, no address is provided.
Browne (16:57:06 GMT) : Okay, for Core refund please contact the manufacture directly.
Visitor (16:57:29 GMT) : Can you tell me where to send it to.
Visitor (16:58:32 GMT) : I did and they have told me they don't take cores back and to ask you.
Visitor (16:59:22 GMT) : Plus the box did say return to parts distributor.
Visitor (17:00:17 GMT) : They also told me that they don't sell parts to individuals.
Browne (17:02:26 GMT) : I am sorry as we do not have take core refunds. The core refund will be only issued by the parts manufacturer. I see that your part is manufactured by Whirlpool Corp
Browne (17:02:41 GMT) : They can only assist you further with the core refund.
Visitor (17:03:46 GMT) : They already told me to go to you, the parts distributor for that.
Browne (17:05:10 GMT) : There is no specific way to dispose of the old control board. The option for core refund is to find a local electronics recycling center. They will help you with the core charge and will sell the same refurbished.
Visitor (17:07:19 GMT) : Are you just making this up?
Browne (17:08:31 GMT) : No, I am not making it up. The core refund will be given either by the manufacturer or by the above process.
Visitor (17:08:44 GMT) : The instructions on the label specifically states to return it to the parts distributor not to a recycler!
Visitor (17:09:13 GMT) : Nor the manufacturer.
Visitor (17:10:43 GMT) : Are you absolutely sure about this?
Browne (17:11:32 GMT) : I have double checked and this the only option for the core refund for the control boards
Visitor (17:11:35 GMT) : Before I post a complaint about this whole conversation!
Visitor (17:13:17 GMT) : Better check with your supervisor.
Browne (17:15:07 GMT) : I have checked with my supervisor and I am sorry to inform you as we do not have the core refund option

I have been using Sears gift cards for a long time and I never had a problem with them until yesterday. I had three brand new $25.00 gift card and then one with a remaining balance of about $18.00. I bought several items at Sears yesterday. First, I used the one with the remaining amount of $18.00. After the card went through the machine, it said I had a 0 balance. So, I used my brand new card, it went through. Then I used the other brand new card to pay for the balance, only $5.15 went through, then it said 0 balance on the card. I used my last brand new card to pay for the balance, again only $5.15 went through, then it said 0 balance on the card. I said to the cashier that something wrong with your machine. She called the supervisor, the supervisor said there has been a problem with the people using the gift cards. The cashier said there was nothing she could do and told me to call the gift card department. I called, they said I had to talk to the people at Sears, they couldn't do anything. I told them I am going to give up on these gift cards ( about $60.00) and I will never order Sears gift cards again!

Dear Sir or Madame:

I am writing to request a refund of $6.49.
On October 24, 2017, I purchased a 21 inch bow saw blade in the amount of $5.99 plus tax $.50 for a total of $6.49.

Yesterday I tried to return or get a refund because I purchased the incorrect size. The item is brand new in its original package and I have the receipt. I was told at the local Vancouver, Washington outlet that I missed the deadline. The store clerk and manager said they were unable to grant my request due to corporate policy of no exchanges or refunds after 30 days unless during the holiday season.

The item has not been discontinued and your local store would be able to sell it to a person who really needs a 21 inch bow saw blade. I do not need one. I am frustrated and disappointed that Sears has such an inflexible policy that forces a customer keep an item that they do not want.

Please review your policy and a grant my request to return or be refunded this item for $6.49.

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Sales check#[removed]
Trans#[removed]
PG/Store #[removed]
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sent from TJ's iPhone

I purchased a Kenmore Elite refrigerator on December 9, 2016. On November 22, 2017, less than a year my refrigerator stopped working causing all the food worth $450 to spoil. The compressor, motor, and two other functional parts are gone! This is clearly a faulty product! I can see other complaints here on this site that this is happening to other people as well! I'm am completely dissatisfied with Sears and with Kenmore. I finally got the parts that the technician had ordered but my appointment is not scheduled for two weeks. I have called numerous of time to see if there has been any cancellation or any way that we can expedite moving up the date but have been unsuccessful. Instead, I find out that my appointment has been pushed to a later date without an explanation. The customer service representative and supervisor have not been helpful and have been incompetent. NO customer service. It's like dealing with an automated system. I am more than frustrated over the issue and I now have to wait an additional two more weeks for the technician to try to repair the issue.I love stopping by the grocery store on the way home every day to pick up what we will need for supper and then throw away leftovers because I have no place to put them. My two young daughters have to wait for me to get home to eat a snack. I am also concerned that I will continue to encounter a problem with the refrigerator after it's fixed. It's unacceptable that I need to wait weeks before the refrigerator is fixed and no one cares about the situation or the frustration. All I can say is DO NOT buy Kenmore products or from Sears. I will filing a complaint with the Better Business Bureau.

December 10, 2017

Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate & Corporate
Complaint Department RE: Board of Directors & Customer Service

To Whom This May Concern:

I went to your store on November 13, 2017 at Stone Ridge Mall in Pleasanton, CA. I went to picked up my online order. After I picked up my online order I decided I didn't want the item. When I went upstairs to returned my online item that was already paid for, I was shocking, humiliated accused of stealing and drill and racial profiling. Here is my statement of what occurred and what was said by your female clerk.

I purchased three pairs of running shoes from Sears Department Stores online. I order two pairs of the same shoe that was being delivery to my house and one pair I had to picked up at Sears Department Store in Pleasanton, CA. I walked into the store asked the clerk in men's department where is the online picked counter. She said, "Take the elevator in the corner down to the first floor!" Found the Online pickup counter, punch in my order number and Dane the pickup clerk brought me my order. Asked him for a bag and he said I can get a bag at the checkout counter. Before I left I sat down on the bench open up the box of running shoes and decided to returned them back to the store while I was still there. Went to one checkout and waited and no clerk came back so I decided to go back up stairs.

Went to the checkout where I first asked the clerk for directions and saw her folding shirts. Went up to her and asked if she could retuned this item I had already purchased from online. We both walked over to the checkout and she asked me again what I wanted and I told her I would like a refund because I don't like the design of the running shoes. She turned around and told me she can helped me find another pair and I told her you misunderstood what I said, I would like a refund.

She looked at the box and out of nowhere she asked me, "Did you steal these shoes?" I looked at her in shocked and said, "You don't remember me asking you where online pickup was!" I told her I have a receipt. Then she asked me, "Do you have a receipt? I replied, "Yes, it on my cell phone!" I was so humiliated. Found the receipt with both orders on it and shown it to her. She just looked at me like I made it up and I gave her my phone so she could stroll around and see that it was my receipt from online order. She found the order number and enter it on the register. I then saw my item popped up on the screen. There should be no more problems from this point forward. Spoke to soon.

She picked up the box and examined it. She found the name of the shoe, size, color and turned back around to the screen and identified the item. She then turned to me and asked, "Where is the other box of shoes and what did you do with them?" I replied, "What other box of shoes and I didn't do anything ? I only have one pair to picked up from here and the other pairs are being shipped to my house. It's shows on the receipt!" She looked at the box again and said, "I not returning your box of shoes or giving you a refund because the other box of shoe is not here! As she rudely pushing the box toward me she said, "YOU BETTER GO BACK WHERE YOU GOT THEM FROM!" I was in shocked, appalled, humiliated, disrespected and disbelief on how this sales clerk spoken to me and accused me of stealing an item I already paid for and racial profiling me. I took my pair of shoes and went back downstairs to online picked counter.

Dane the online pickup clerk was standing at the counter and I explained what just had happen to me. He took back my shoes and returned them back within 60 seconds and handed me a receipt. He explained I didn't need the other order to returned this pair. He told me it wasn't right how I was treated and he is going to tell the manager Judy right now! I asked him where is the manager and where is the manager and he said she is upstairs in women's clothing. I went over to Judy and asked if I could speak in private on the other side of the divider and she said yes! I told Judy how her employee falsely accused me of shoplifting, giving me the third degree and investigating with questions right at the counter. Worst of all I was racial profiling.

Judy explained to me that I didn't need the other pair of shoes to get a refund back. Judy also explained that there has been a lot of racial profiling going on in the store where the clerk works in men's department. Judy explained that in the corner next to the elevator people have been stealing items and leaving the store. Then said, "The clerk is very afraid to work at that checkout from what has been going on!" How come you didn't moved the clerk to another department? I told Judy that the employee didn't seem scared or frightened at all the way she accused me of shoplifting. Judy brutally interrupted me and said, "I very sorry and have a nice day as I was in tears. Judy left with a male employee approaching us and he asked her what was going on. Judy told him she will tell him later. It shows Judy admitted to me that I was racial profiling by the remarks she made to me while we were talking.

I purchased a Kenmore washer 4months ago and its broken. I called the warranty dept. They sent out the worst tech ever. He didn't even want to work. I had to direct him in every aspect of what to do. Right away he said couldn't do the job needs 2 people cause he couldn't move anything. RIDICULOUS! I am 5'2 120lbs and helped the old fart. He ordered the parts to replace my washer which cost 1K more than my washer. Why, couldn't you just send me a new one ? I would have saved you labor, and cost? STUPID! I received the parts, and now I'm scheduled the tech to come out and I've been waiting all day between the hours they indicated. Now, I received a call stating he will be late as it now way past the time he is suppose to come out. Very unhappy, dissatisfied customer, and horrible, service. I would never ever buy another product from SEARS in my life!

The message below this went to [protected]@email.searsautocenter.com with no reply:

My name is Mike Morris and I have been using Sears for around 10+/- years now to do most of my vehicle servicing. In large part because of the coupons I get. I can't do the oil change on my own as cheap as some of the coupons. For the most part, I was content with the service. However, the last couple times I went (with an appointment), I have been nearly 2 hours waiting. This started when the Sears Auto Center in Seaford, Delaware closed and I was left with the Dover Delaware location. So on this visit, I asked my fiancé to take our car for the servicing as I am not able to walk around for as long right now with a temporary physical condition. I have had the car there before, so we know they should know what is needed. She took the coupon for a $15.99 service for a standard oil change (the same I have done with both of my vehicles). We just pay the difference for the different oils each vehicle has needed (5W-20 in truck and semi synthetic in car0. The value is still good, and they let us know that it will be slightly more up front. So can somebody at your offices explain how she ended up paying $61.49 for our last oil change? I gave her money to cover it, but it didn't cover that cost, so she had to use her card which almost put her over her limit. That was not the only problem as she had to wait longer because they ran out of oil, even though we were scheduled in advance with the type of car. There was no reason to run out of oil in the early afternoon. They charged her for synthetic oil, but the car has always been semi-synthetic. She didn't request different oil, but just to do what the car called for and nothing special. We feel like she was taken advantage of for being a woman who just didn't know the things I would know. We have had this done before for way less and feel she is owed some money back for this. I have attached the paperwork as proof of coupon and what was charged. If I don't get some answers from this, I will keep going higher through Sears until I do. We are very frustrated with how this was handled. The dealer will use the correct oil and rotate tires for around $20 less, and they are only 3 miles from our home, and not nearly 35 miles like Dover. After this experience, depending on how the complaint is handled will determine if we stop going there completely along with family and friends that we convinced to go as well. My email is the best way to contact me as I am in and out of meetings all day with my company. The email is [protected]@comcast.net (my company email won't come through from there). My mailing address is:

20266 W. Piney Grove Rd.

Georgetown, DE 19947

Order # [protected]

I bought a hot tub online through the sears outlet store in Monticello, Ar on Sept. 27. I was told it would be here on Nov. 3. Then I was told by the trucking company that it was lost, really a hot tub lost. I finally arrived yesterday on Nov. 15, but with some damage to the tub. There was damage to the bottom of the tub that I could not get pictures of, but also there was damage to the side of the tub and to one of the panels. I paid someone from sears to help me move and set up the tub. The 18-wheeler got to my house with no way to unload the truck. The driver and the person from sears just kind of slid it out of the truck. The man from sears was being helpful until he got a call from his boss and was told not to help me set up the tub, so he just left, and left me alone to deal with this really big item. What upsets me is I paid for this person to help, but no. So I have received my hot tub 12 days late and with damage. It really has been a complete nightmare, every aspect of this ordeal.

Chat transcript
Mike (16:52:37 GMT) : Hello! My name is Mike. I'm glad you came to chat with me! How can I help you?
Lester Pack (16:53:53 GMT) : Order # [protected] I bought a hot tub online through the sears outlet store in Monticello, Ar on Sept. 27. I was told it would be here on Nov. 3. Then I was told by the trucking company that it was lost, really a hot tub lost. I finally arrived yesterday on Nov. 15, but with some damage to the tub. There was damage to the bottom of the tub that I could not get pictures of, but also there was damage to the side of the tub and to one of the panels. I paid someone from sears to help me move and set up the tub. The 18-wheeler got to my house with no way to unload the truck. The driver and the person from sears just kind of slid it out of the truck. The man from sears was being helpful until he got a call from his boss and was told not to help me set up the tub, so he just left, and left me alone to deal with this really big item. What upsets me is I paid for this person to help, but no. So I have received my hot tub 12 days late and with damage. It really has been a complete nightmare, every aspect of this ordeal.
Mike (16:55:28 GMT) : I can imagine your concern regarding the delivery of your order.
Mike (16:55:29 GMT) : I'll be more than happy to make things easier for you.
Auto-Generated Message (16:55:42 GMT) : Visitor has maximized chat
Lester Pack (16:55:50 GMT) : Order # [protected] I bought a hot tub online through the sears outlet store in Monticello, Ar on Sept. 27. I was told it would be here on Nov. 3. Then I was told by the trucking company that it was lost, really a hot tub lost. I finally arrived yesterday on Nov. 15, but with some damage to the tub. There was damage to the bottom of the tub that I could not get pictures of, but also there was damage to the side of the tub and to one of the panels. I paid someone from sears to help me move and set up the tub. The 18-wheeler got to my house with no way to unload the truck. The driver and the person from sears just kind of slid it out of the truck. The man from sears was being helpful until he got a call from his boss and was told not to help me set up the tub, so he just left, and left me alone to deal with this really big item. What upsets me is I paid for this person to help, but no. So I have received my hot tub 12 days late and with damage. It really has been a complete nightmare, every aspect of this ordeal.
Mike (16:56:21 GMT) : I can imagine how frustrating it might be for you.
Mike (16:56:26 GMT) : I realize that this isn't a great experience for you.
Mike (16:56:35 GMT) : That's not good but let me see what I can do for you.
Mike (16:56:53 GMT) : Did you order Hudson Bay Spas LPI14XF 4 Person 14 Jet Spa with Stainless Jets?
Lester Pack (16:57:00 GMT) : yes
Mike (16:57:21 GMT) : Thank you for the verification.
Mike (16:57:30 GMT) : Please give me couple of minutes while I check your records.
Mike (17:01:45 GMT) : Thank you for waiting. I do appreciate your patience.
Mike (17:02:00 GMT) : Please allow me just few minutes to check this for you.
Mike (17:04:31 GMT) : Thank you for waiting. I do appreciate your patience.
Mike (17:06:00 GMT) : You had contacted us earlier as there was a delay in this package, so we had already refunded you $XXX.95 earlier on 11/08 and then $XXX.73 back on 11/14.
Lester Pack (17:06:46 GMT) : i did not ask for a refund, i have the item
Mike (17:09:18 GMT) : Lester, I'll pass the feedback to the concerned department regarding the Demar staff, as they you paid him and he did no help.
Mike (17:09:31 GMT) : Do you remember the name of that person?
Lester Pack (17:10:09 GMT) : no name
Mike (17:10:35 GMT) : That, s fine, Lester.
Lester Pack (17:11:23 GMT) : I don't want a refund, I just want to be compensated for the damage to the tub
Mike (17:11:24 GMT) : As the item is damaged, you have the option of returning this item if you want. More over we have already refunded you the amount. So you can keep this item as it is.
Lester Pack (17:11:41 GMT) : ok
Mike (17:13:40 GMT) : Yes absolutely, but we have already refunded $XXX.95 and $XXX.73. There isn't anyways that we can cancel what we have already refunded.
Mike (17:14:01 GMT) : Please adjust this amount as compensation for your experience with Demar.
Lester Pack (17:14:18 GMT) : thank you
Mike (17:14:22 GMT) : I'll more over forward your concern to the packaging department, to check this issue with Demar.
Mike (17:14:33 GMT) : You're most welcome, Lester.
Mike (17:14:43 GMT) : Please accept my sincere apologies for this inconvenience.
Mike (17:14:46 GMT) : Are there any other questions, I can assist you with today?
Auto-Generated Message (17:15:24 GMT) : Visitor has requested for email transcript. The email will be automatically sent after the interaction is wrapped up.
Mike (17:18:38 GMT) : I don't mean to rush you, just checking to see if we are still connected. Are you with me?
Lester Pack (17:19:00 GMT) : thank you
Mike (17:19:22 GMT) : You're most welcome, Lester.
Mike (17:19:37 GMT) : Thank you for chatting with me and choosing Sears Online Chat. Please fill out a short survey according to the interaction you had with me.. We appreciate your business.
Mike (17:19:45 GMT) : Bye and take care.
Lester Pack (17:19:47 GMT) : i will
Mike (17:19:56 GMT) : Thank you. I'll be highly obliged:)
Mike (17:20:07 GMT) : Bye, Lester:)

In August of 2017 I purchased a clothes washer that I never received. When I asked for my refund I was informed that a check would be sent in the mail and I would receive it within 10 to 14 days. I did not and called back to inform customer solutions of that. I was then told I would receive a call back from their offline department when they would be able to resolve this issue. Again, I did not get a call back. This has been going on for the past 4 months and every time I call I am told that they can not take care of the issue that it has to be thru the offline department and they will call me back within 24 to 48 hours. To this day 12/5/2017, no one from sears has contacted me. I called again and was informed that I would get a call within an hour and still no call. This is completely unacceptable customer service. My confidence in Customer Solutions is at a zero. At no point in my dealings with them have they complied with what was stated. I have asked to speak to someone that has the ability to help me in my conversation and was told that there was no one at that time and I had to wait another 24 to 48 hours. If there is someone that can help I would love to be contacted on this matter. Who is in charge of this terrible service?

Brian
[protected]@yahoo.com