October 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding her purchased appliance
After reviewing *** *** complaint and our records, we were able to determine that when *** *** purchased her dryer, there were no instructions in regards to having the vent and door swing set to her expectationsCurrently there is a pending manual work order to have the dryer vented and door swing set for *** *** for October 23, Once we correct the venting, we are re-delivering *** *** dryer on October 24, If *** *** has any questions or concerns, she may contact us directly at *** *** *** Since we were able to provide a resolution that was to *** *** satisfaction, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
*** ***
***
October 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding her dissatisfaction that the range failed too soon and her request for an exchange
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she is dissatisfied that range failed after it was installed, the fact remains that warranty service is currently scheduled for the rangeWe assured Ms*** that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warrantyWe will continue to monitor until the completion of the repair or exchange if deemed non repairable by our technicianSince we have addressed the concerns brought forth in Ms*** complaint and provided a direct point of contact, we have closed our files
Again, 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 Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: From this point on 10-10-I'm no longer doing business with Sears.com and will have family and friends stop doing business with this company Every dollar counts and I'm not the only consumer you're losing
Sincerely,
Tracy ***
July 5,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his refrigerator with
doors that are not aligned properly
We have received Mr*** complaint and apologize that the doors are not aligned properly. Because the unit was purchased a few months ago on 3/18/16, we have agreed to exchange the refrigerator per his request. Exchange salescheck# *** was rung and delivery has been scheduled for 7/06/16. That being said, because we have provided Mr*** with his requested resolution, we respectfully request 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 concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
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,
Jake ***
February 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding
some ornaments he ordered recently As clarification, our Return Policy is listed online and it notes: “Christmas season items cannot be returned after December Christmas items purchased after December are final sales and cannot be returned.” Despite this fact, we are making an exception in Mr*** case as a courtesy, and we are sending a $gift card to his home addressThe gift card should arrive within 10-business days In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
October 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order and request
to have the check corrected *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedFortunately, we were able to speak with Ms*** and arranged to meet with her on Saturday October 15, 2016, to resolve the credit issueShould Ms* *** have any questions, she may contact us directly at *** *** Additionally, 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, we have noted Ms* ***’ concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Contact Name and Title: *** ***
Contact Email: ***.***@searshc.com
October 16,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***- *** R***
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal regarding his dissatisfaction with the multiple repair attempts on his tv
We have received Mr***'s rebuttal and have agreed to exchange his tv under its Master Protection Agreement (MPA)We have approved an exchange amount of $to use towards the purchase of his new tvThe credit has been put under his phone# listed on this complaintAt this time, Mr*** should go to his local Sears store and advise that he has been approved for a replacement, give his phone#, and pick a new tvWe have included delivery costs and will haul away his old tvThat being said, because we have provided Mr*** with his requested resolution, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***.***@searshc.com
May 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and her request for a return and refund After reviewing the notes in the order, we found that Ms*** had previously been in contact with Social Media, Sears’ escalated complaint departmentSocial Media assisted in contact a Product Engineering Manager who was able to confirm the issue with the lawn mowerAccordingly, a refund was issued to Ms*** in the form of Shop Your Way Reward points to resolve this matterAdditionally, Sears advised Ms*** to dispose of the merchandise to her discretionWe 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, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** Alana S*** Dear *** *** We have completed our investigation of MsS*** complaint regarding her ice maker Our records show that Ms
S*** ice maker was repaired on October 2, our service technician found that the ice bucket needed to be cleanedWe would also like to point out that MsSi***-***’* MPA is good until April 11, Since we have repaired the ice dispenser and it is our understanding that the ice dispenser is now working as designed we have closed this case We apologize to MsSi***-*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
April 5, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the amount he
says he was overcharged once his service was completed. We were able to review the documentation that *** *** sent in to our customer support group, and this helped us discover what the problem wasThe receipt he sent over was for the estimate for the repair and it included a coupon discount of 25%When his service order was closed out and the actual charges were placed against the credit card, this discount was not present on the receiptAdditionally, there were some increases that had recently been applied to some job codes and the labor for the repair had increased from $to $143.00, though *** *** should not have been charged the new fee as the old one had been “locked” in by the estimateUnfortunately, our customer support group did not realize this and they denied *** *** request for a refund. With that said, after applying the correct job code fee and the 25% discount, we found that *** *** was entitled to receive a refund of $back to his *** ending in *** If he could contact me and provide the first digits of his digit *** ending in *** I would be able to see if a refund was processed by any other group and if not, I would be able to process on the spotOnce the refund is entered, it typically takes about 1-business days for the card issuer to post the credit to the account*** *** is welcome to contact me via email at *** or via phone at *** I would stress that I do not need the security code or the expiration date of the card as these are not needed to process a refundIn the interim, since we are willing to issue the aforementioned refund and are only awaiting contact from *** *** in order to process this, we have closed our file. We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Marie *** Dear Ms* ***: We have completed the investigation of Ms*** complaint regarding Sears Garage Solutions*** *** Sears Garage Solutions,
Support Specialist provided the following response: It is unfortunate that we failed Ms*** expectations when she called Sears for service on her garage door openerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns were forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWhen I spoke to Ms*** on January 5, 2016, she informed me that her opener was working fineIf I can be of any additional assistance to Ms***, she can reach me at ***Since we have confirmed the completed repairs to Ms*** garage door opener, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
January 16,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the quality of the wedding
tent he purchased from our MarketPlace vendor, *** *** *** and the problems he encountered when he requested to return the product for a refund
As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destinationWith that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders
We researched Mr*** order and found that on July 1, he ordered the wedding tent from *** *** ***, a MarketPlace vendorOn July 19, Mr*** contacted our online customer service and requested to return the orderSince Mr*** purchased the items from *** *** ***, he was informed that we would contact the vendor regarding his request to return the orderWe emailed *** *** *** and they replied on July 20, that they would contact Mr*** regarding the returnOur records indicate that on July 25, we made attempts to contact Mr*** to follow up on his return request and to confirm that the vendor had contacted himWe did not receive a response from Mr*** until he called again on October 5, At that time, he was notified that it the vendor’s day return period had expired
Upon receipt of Mr*** complaint, we reached out the *** *** and they confirmed that on July 20, they had in fact emailed Mr*** They informed him that since he was not satisfied with the quality of the product, then they would accept the return, but that he would be responsible for the return shipping fees*** *** *** confirmed that they did not receive a response from Mr*** and did not receive the returned itemsHowever, for customer satisfaction, if the tents are unused, they are willing to make an exception and accept the return and issue a refundMr*** would still be responsible for returning the items at his own expenseWe contacted Mr*** and provided the return informationWe requested that he return the items to *** *** *** within the next days and provide us a tracking number as wellOnce the items are received, the vendor will process the refundMr*** agreed and stated that he will ship the items to the return address soonIn the interim, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Revdex.com: Althought the issue is not resolved I only ask that the Revdex.com keeps this file open until this matter is completely resolved
In reference to complaint ID ***
Sincerely,
*** ***
January 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed our investigation regarding Ms*** complaint regarding her dishwasher According to our records, Ms*** has been provided with a resolution that she has indicated to be acceptableIt is being implemented at this point in time as we are coordinating with our installation contractor to have the necessary work done as soon as possible While we realize that Ms*** may wish to keep her complaint open until all is done, the nature of our agreement with the Revdex.com is time sensitive and we cannot allow the matter to remain openAs it stands, we are taking all the necessary steps to ensure the resolution we have offered is handled as quickly as possibleWe 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 Complaint Specialist Sears Holdings Corporation *** *** ***
February 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear M** ***
We have completed the investigation of Mr*** rebuttal to our previous response After receiving Mr*** follconcerns, we scheduled another appointment to examine the ovenOn February 4, 2016, a different technician returned to Mr*** home and after examining the oven determined that the unit needed a controller. Mr*** was presented with an estimate, but declined to proceed with further repairs. Since it appears that the first technician may have misdiagnosed Mr*** oven, we are refunding him the $he paid for the initial repair. A credit request was submitted on February 4,016, so the refund should post to his *** account ending in *** in the next ten days. With that said, since it is our understanding that Mr*** no longer wishes Sears Home Services to repair his oven, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
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,
Stacy ***
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,
*** ***
August 26,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9***- Tonya ***
Dear Ms***:
We have completed our investigation of Ms***'s complaint regarding service for his refrigerator
Upon receipt of Ms
***'s complaint, we found that our Customer Solutions department processed a replacement due to the service unit deeming the refrigerator non-repairable due to having a sealed system issueI confirmed all is completed with Mr*** Ms***'s husbandSince we have replaced the refrigerator at this time we have closed our case
We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
October 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding her purchased appliance
After reviewing *** *** complaint and our records, we were able to determine that when *** *** purchased her dryer, there were no instructions in regards to having the vent and door swing set to her expectationsCurrently there is a pending manual work order to have the dryer vented and door swing set for *** *** for October 23, Once we correct the venting, we are re-delivering *** *** dryer on October 24, If *** *** has any questions or concerns, she may contact us directly at *** *** *** Since we were able to provide a resolution that was to *** *** satisfaction, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
*** ***
***
October 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding her dissatisfaction that the range failed too soon and her request for an exchange
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she is dissatisfied that range failed after it was installed, the fact remains that warranty service is currently scheduled for the rangeWe assured Ms*** that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warrantyWe will continue to monitor until the completion of the repair or exchange if deemed non repairable by our technicianSince we have addressed the concerns brought forth in Ms*** complaint and provided a direct point of contact, we have closed our files
Again, 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 Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: From this point on 10-10-I'm no longer doing business with Sears.com and will have family and friends stop doing business with this company Every dollar counts and I'm not the only consumer you're losing
Sincerely,
Tracy ***
July 5,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his refrigerator with
doors that are not aligned properly
We have received Mr*** complaint and apologize that the doors are not aligned properly. Because the unit was purchased a few months ago on 3/18/16, we have agreed to exchange the refrigerator per his request. Exchange salescheck# *** was rung and delivery has been scheduled for 7/06/16. That being said, because we have provided Mr*** with his requested resolution, we respectfully request 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 concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
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,
Jake ***
February 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding
some ornaments he ordered recently As clarification, our Return Policy is listed online and it notes: “Christmas season items cannot be returned after December Christmas items purchased after December are final sales and cannot be returned.” Despite this fact, we are making an exception in Mr*** case as a courtesy, and we are sending a $gift card to his home addressThe gift card should arrive within 10-business days In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
October 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order and request
to have the check corrected *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedFortunately, we were able to speak with Ms*** and arranged to meet with her on Saturday October 15, 2016, to resolve the credit issueShould Ms* *** have any questions, she may contact us directly at *** *** Additionally, 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, we have noted Ms* ***’ concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Contact Name and Title: *** ***
Contact Email: ***.***@searshc.com
October 16,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***- *** R***
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal regarding his dissatisfaction with the multiple repair attempts on his tv
We have received Mr***'s rebuttal and have agreed to exchange his tv under its Master Protection Agreement (MPA)We have approved an exchange amount of $to use towards the purchase of his new tvThe credit has been put under his phone# listed on this complaintAt this time, Mr*** should go to his local Sears store and advise that he has been approved for a replacement, give his phone#, and pick a new tvWe have included delivery costs and will haul away his old tvThat being said, because we have provided Mr*** with his requested resolution, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***.***@searshc.com
May 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and her request for a return and refund After reviewing the notes in the order, we found that Ms*** had previously been in contact with Social Media, Sears’ escalated complaint departmentSocial Media assisted in contact a Product Engineering Manager who was able to confirm the issue with the lawn mowerAccordingly, a refund was issued to Ms*** in the form of Shop Your Way Reward points to resolve this matterAdditionally, Sears advised Ms*** to dispose of the merchandise to her discretionWe 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, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** Alana S*** Dear *** *** We have completed our investigation of MsS*** complaint regarding her ice maker Our records show that Ms
S*** ice maker was repaired on October 2, our service technician found that the ice bucket needed to be cleanedWe would also like to point out that MsSi***-***’* MPA is good until April 11, Since we have repaired the ice dispenser and it is our understanding that the ice dispenser is now working as designed we have closed this case We apologize to MsSi***-*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
April 5, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the amount he
says he was overcharged once his service was completed. We were able to review the documentation that *** *** sent in to our customer support group, and this helped us discover what the problem wasThe receipt he sent over was for the estimate for the repair and it included a coupon discount of 25%When his service order was closed out and the actual charges were placed against the credit card, this discount was not present on the receiptAdditionally, there were some increases that had recently been applied to some job codes and the labor for the repair had increased from $to $143.00, though *** *** should not have been charged the new fee as the old one had been “locked” in by the estimateUnfortunately, our customer support group did not realize this and they denied *** *** request for a refund. With that said, after applying the correct job code fee and the 25% discount, we found that *** *** was entitled to receive a refund of $back to his *** ending in *** If he could contact me and provide the first digits of his digit *** ending in *** I would be able to see if a refund was processed by any other group and if not, I would be able to process on the spotOnce the refund is entered, it typically takes about 1-business days for the card issuer to post the credit to the account*** *** is welcome to contact me via email at *** or via phone at *** I would stress that I do not need the security code or the expiration date of the card as these are not needed to process a refundIn the interim, since we are willing to issue the aforementioned refund and are only awaiting contact from *** *** in order to process this, we have closed our file. We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Marie *** Dear Ms* ***: We have completed the investigation of Ms*** complaint regarding Sears Garage Solutions*** *** Sears Garage Solutions,
Support Specialist provided the following response: It is unfortunate that we failed Ms*** expectations when she called Sears for service on her garage door openerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns were forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWhen I spoke to Ms*** on January 5, 2016, she informed me that her opener was working fineIf I can be of any additional assistance to Ms***, she can reach me at ***Since we have confirmed the completed repairs to Ms*** garage door opener, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
January 16,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the quality of the wedding
tent he purchased from our MarketPlace vendor, *** *** *** and the problems he encountered when he requested to return the product for a refund
As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destinationWith that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders
We researched Mr*** order and found that on July 1, he ordered the wedding tent from *** *** ***, a MarketPlace vendorOn July 19, Mr*** contacted our online customer service and requested to return the orderSince Mr*** purchased the items from *** *** ***, he was informed that we would contact the vendor regarding his request to return the orderWe emailed *** *** *** and they replied on July 20, that they would contact Mr*** regarding the returnOur records indicate that on July 25, we made attempts to contact Mr*** to follow up on his return request and to confirm that the vendor had contacted himWe did not receive a response from Mr*** until he called again on October 5, At that time, he was notified that it the vendor’s day return period had expired
Upon receipt of Mr*** complaint, we reached out the *** *** and they confirmed that on July 20, they had in fact emailed Mr*** They informed him that since he was not satisfied with the quality of the product, then they would accept the return, but that he would be responsible for the return shipping fees*** *** *** confirmed that they did not receive a response from Mr*** and did not receive the returned itemsHowever, for customer satisfaction, if the tents are unused, they are willing to make an exception and accept the return and issue a refundMr*** would still be responsible for returning the items at his own expenseWe contacted Mr*** and provided the return informationWe requested that he return the items to *** *** *** within the next days and provide us a tracking number as wellOnce the items are received, the vendor will process the refundMr*** agreed and stated that he will ship the items to the return address soonIn the interim, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Revdex.com: Althought the issue is not resolved I only ask that the Revdex.com keeps this file open until this matter is completely resolved
In reference to complaint ID ***
Sincerely,
*** ***
January 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed our investigation regarding Ms*** complaint regarding her dishwasher According to our records, Ms*** has been provided with a resolution that she has indicated to be acceptableIt is being implemented at this point in time as we are coordinating with our installation contractor to have the necessary work done as soon as possible While we realize that Ms*** may wish to keep her complaint open until all is done, the nature of our agreement with the Revdex.com is time sensitive and we cannot allow the matter to remain openAs it stands, we are taking all the necessary steps to ensure the resolution we have offered is handled as quickly as possibleWe 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 Complaint Specialist Sears Holdings Corporation *** *** ***
February 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear M** ***
We have completed the investigation of Mr*** rebuttal to our previous response After receiving Mr*** follconcerns, we scheduled another appointment to examine the ovenOn February 4, 2016, a different technician returned to Mr*** home and after examining the oven determined that the unit needed a controller. Mr*** was presented with an estimate, but declined to proceed with further repairs. Since it appears that the first technician may have misdiagnosed Mr*** oven, we are refunding him the $he paid for the initial repair. A credit request was submitted on February 4,016, so the refund should post to his *** account ending in *** in the next ten days. With that said, since it is our understanding that Mr*** no longer wishes Sears Home Services to repair his oven, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
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,
Stacy ***
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,
*** ***
August 26,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9***- Tonya ***
Dear Ms***:
We have completed our investigation of Ms***'s complaint regarding service for his refrigerator
Upon receipt of Ms
***'s complaint, we found that our Customer Solutions department processed a replacement due to the service unit deeming the refrigerator non-repairable due to having a sealed system issueI confirmed all is completed with Mr*** Ms***'s husbandSince we have replaced the refrigerator at this time we have closed our case
We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***