April 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with our
customer service and inability to cancel his layaway order It is unfortunate that we failed *** *** expectations when he recently used Sears layawayWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure him that his concerns have been forwarded to management for review Our layaway terms are posted within our stores, on our receipts, and on our website. These terms specifically state that customers may cancel a layaway contract and receive a refund of their payments minus the Service and Cancellation Fees. Cancellation can be performed only by the person who opened the layaway account by accessing their online profile or by visiting the store. With that having been said, our records indicate that a refund of $was issued to *** *** *** account on April 19, 2016. This amount is the sum of his payments, less the stated layaway fee and cancellation fee. At this time, we can only reiterate that we regret any misinformation *** *** may have been provided about the cancellation process. Additionally, we hope that in the future he will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted *** *** comments and provided the appropriate refund 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 *** *** *** ***
August 17, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jason A*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services First, we would
like to apologize to Mr*** for failing his expectations in regard to the service refund he was promisedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted Delores ***, Territory Member Advocate Supervisor with unit 8227, for assistance. Ms*** was able to determine that the technician never submitted the paperwork to refund Mr*** for the compressor. Therefore, on August 17, 2016, Ms*** submitted the refund request; Mr*** should see a credit post to his MasterCard account ending in in the next week to days. Additionally, Ms*** called Mr*** to confirm that she was processing the credit request immediatelyWith that said, since we have corrected our oversight by issuing Mr*** the refund he is owed, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
September 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms***
We have completed the investigation of MrC*** complaint regarding his TV According to our notes, MrC*** was provided with the means to purchase a comparable replacement and he noted that this met with his satisfaction; therefore, we have closed our file We apologize to MrC*** 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 ***
June 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have reviewed Ms*** rebuttal complaint to the previous response that was provided As clarification, we reviewed the notes in Ms*** order which state that the order was delivered to her address according to the *** tracking number *** Since it appears that the order was received by Ms*** on June 2, 2016, a refund was not processedShould Ms*** have any further questions or concerns, she may contact online directlyIn the interim, since we have confirmed that the item was delivered, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
February 3, *** *** 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 request for a refund 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 complaint and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter verifying the return *** tracking number that the product had been returned, a full refund was processedMs*** can expect to see a credit of $will post to her Sears Plus account ending in *** in to business daysAdditionally, $will be returned to her Shop Your Way Reward account shortlyFor Ms*** records the return receipt number is ***We hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
October 13,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** ***
Via: ***
Dear Ms***
This letter serves to confirm that Sears Home Improvement
Products (SHIP) has been in contact with Mrs***On September 15, 2016, a service was completed to the sidingIn addition, a couple of items were brought to our attention and we are currently working on a time and date for the local office to schedule a second service
Once this is done I will update you accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10957584, and find that this resolution is satisfactory to me
Sincerely,
Frances *** Thank you !!!!
August 2, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Joan *** - # *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding her disappointment that the glass in her
range’s oven door shattered and her request to receive a free repair even though she is outside any warranty coverage We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakableTempered glass is designed to be able to withstand changes in temperature, but it is possible to break itThe other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small piecesThese pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damagedWhen it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completelyIn the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail While all-over shattering happens infrequently, when it does it is dramatic enough that it can be disconcertingThis means that it is more apt to be talked about or even mentioned in online blogs and articles; we would note that besides the ones that mention Kenmore there are plenty more listed under other manufacturersConsumers also feel that there must be a defect as it seems to happen so spontaneouslyHowever, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter Our records indicate that Ms*** purchased her range on January 14, In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchaseSo if Ms*** was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty periodIn Ms***’ case, the range in question is approximately a year and a half old; as such we feel it is very likely that any breakage would have to be attributable to usage rather than a defect With that said, as a one-time courtesy, we have processed a partial refund in the amount of $66.92, which is a 25% sales adjustment. Ms*** should see a credit post to her MasterCard account ending in in the next week or soIn the interim, since we have explained that the glass breakage in her range is not a defect, but provided the aforementioned courtesy, we have closed our file We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
September 8, 2016Revdex.comAttn: Nita ***North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: 20016606Revdex.com Case # *** Stephen ***Via: Revdex.com WebsiteDear Ms***,Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the
above-referenced fileWe appreciate the opportunity to address Mr***’s concernOn behalf of SHIP please know that we do value him as a customer and apologize for any frustrations or inconveniences he may have experienced. SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerThe service was assigned to an alternate sub-contractorThey recently visited Mr*** and assessed the situationMr*** stated in his email, dated 08/25/2016, that we finally sent professionals to do the work he has been complaining aboutHe feels that the guys should be rewarded for the work they did while they were thereHe further stated that he is very impressed and happy with the results. Mr***’s replacement window will arrive by the end of the weekOnce we have received it and confirmed it was not damaged in shipment, we will reach out to schedule the installation with Mr***If you have any further questions or concerns, please contact me at 1-*** extor via email at ***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: Stephen *** via First Class Mail
Complaint: ***
I am rejecting this response because:I ordered the microwave on 11/28/If it was actually out of stock at the warehouse because of people ordering simultaneously, why did it take until 12/8/for my order to be cancelled? Does the system really lag days behind? And why was money taken from my *** account BEFORE the item was shipped? In addition, after the order was cancelled, why was the money not returned immediately or returned at all? Why did I have to find out that Sears had cancelled the item but kept the money only when I checked up on the order months later?
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I had a purchase master agreement repair investment on both the washer and the dryer setDue to reasonable past longavity experience with *** and Sears Products, along with the protection agreement, I do not agree that I have multiple problems with the machine and I have been the only user of the washer since I purchased it. Furthermore the washer should been replace because the service calls that had been made on the washer have been incompetent for service or cost under the master protection services made on and too the washerYes I called Sears this year because the washer continue to bang parts and incomplete cyclesThese are not the sort of problems a person can cause to the machine and as you have said their have been problems with the drum and other parts with these machinesI have continued to have problems with this machine during and after my protection agreementAgain I do not think the machine was manufactured properly nor did the service call visits to my home ever resolve the problemFinally I do not think it is reasonable or fair for Sears to request that I spend thousands of dollars every five years for a new washer my dryer have not given me any problems since the date of purchaseTherefore I do feel Sears is responsiable for this washer since it is their productsNext, I had a master protection agreement in which several service was made and some worker recalled coming to my home prior to Lastly, a washer and dryer of this quality should have last me more than five years before becoming totally destroyed simple from washer which it was made for. Also each request made to Sears have been difficult to have them respond to what I am asking
Sincerely,
*** ***
April 27,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com File No: *** *** ***
Via: Revdex.com Website
Dear Ms***
This letter serves to confirm that Sears Home Improvement Products
(SHIP) has been in contact with Mr***Mr*** has advised me that his hvac unit has been serviced and is running satisfactorily at this pointAdditionally, Mr*** did inform me that he felt the customer service he received was less than desirableI did advise Mr*** that our management team, at the local Richmond office, would handle this issue internally
At there are no additional issues to address, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Mr*** as a customer and appreciate his patronageIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** ***
July 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer
We have agreed to replace Ms*** washer due to the issues experienced with the part needed to complete her repairCurrently, her new washer is scheduled for delivery on July 27, In light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***6, and find that this resolution is satisfactory to me
Sincerely,
Michelle ***
Revdex.com:
Ii ended up getting in touch with another location in Centerville, VA and Tom ,The manager there was so helpful and kind that I drove over hours one way to do business there I also was called y'day by a area manager who was also very kind and you may close this case Thank you for your help and reaching out to sears for me
Sincerely,
Terra ***
November 28, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * ** *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order experience and non-receipt of a
refund.We
would first like to apologize for any inconvenience
*** *** may have experiencedWe can understand his frustration with the
series of events detailed in his complaintAfter reviewing the notes in his
order we confirmed that the order had been returned to Sears’ warehouse on
November 23, According to Sears Online a refund had already been
processed back on November 13, Additionally, we hope that in the future *** *** ***will allow us another opportunity to provide him with a better
example of customer service that we have built our reputation uponIn the
interim, we have noted *** *** concerns and respectfully ask to have this
matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I was contacted by Sears and the manager from my local store (a different manager) and they will replace the vacuum as well as honor the warranty, I will be going there this weekend to solve this and hoping I won't have any problems with this again, for now I find that this resolution is satisfactory to me
Sincerely,
*** ***
October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the order he she placed for a dining room set recently
As clarification, *** *** order was placed through one of our Marketplace vendors, *** *** 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 destinationMuch like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersHowever, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendorsIn the case of this set, it seems that there may have been an error with the listingHowever, as we noted, *** *** would need to work with the seller, *** ***, to resolveThe phone number for *** *** ** *** *** According to our records, *** *** offered to provide *** *** with something comparable for 50% offHe initially agreed, but then it seems that he refused to return the table and he filed a dispute with his credit card company
As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case *** *** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"...Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
In closure, since it seems that the price shown may not have been accurate, we are unable to honor his request to receive the rest of the dining set merchandise for the substantially incorrect priceWhile we may have been willing to try and work with the seller and *** *** to resolve the issue as an exception and courtesy, we cannot issue any sort of refund or compensation while a credit card dispute is ongoingAs this decision is in accordance to our posted terms and conditions, we have closed our file
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** ***
April 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with our
customer service and inability to cancel his layaway order It is unfortunate that we failed *** *** expectations when he recently used Sears layawayWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure him that his concerns have been forwarded to management for review Our layaway terms are posted within our stores, on our receipts, and on our website. These terms specifically state that customers may cancel a layaway contract and receive a refund of their payments minus the Service and Cancellation Fees. Cancellation can be performed only by the person who opened the layaway account by accessing their online profile or by visiting the store. With that having been said, our records indicate that a refund of $was issued to *** *** *** account on April 19, 2016. This amount is the sum of his payments, less the stated layaway fee and cancellation fee. At this time, we can only reiterate that we regret any misinformation *** *** may have been provided about the cancellation process. Additionally, we hope that in the future he will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted *** *** comments and provided the appropriate refund 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 *** *** *** ***
August 17, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jason A*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services First, we would
like to apologize to Mr*** for failing his expectations in regard to the service refund he was promisedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted Delores ***, Territory Member Advocate Supervisor with unit 8227, for assistance. Ms*** was able to determine that the technician never submitted the paperwork to refund Mr*** for the compressor. Therefore, on August 17, 2016, Ms*** submitted the refund request; Mr*** should see a credit post to his MasterCard account ending in in the next week to days. Additionally, Ms*** called Mr*** to confirm that she was processing the credit request immediatelyWith that said, since we have corrected our oversight by issuing Mr*** the refund he is owed, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
September 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms***
We have completed the investigation of MrC*** complaint regarding his TV According to our notes, MrC*** was provided with the means to purchase a comparable replacement and he noted that this met with his satisfaction; therefore, we have closed our file We apologize to MrC*** 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 ***
June 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have reviewed Ms*** rebuttal complaint to the previous response that was provided As clarification, we reviewed the notes in Ms*** order which state that the order was delivered to her address according to the *** tracking number *** Since it appears that the order was received by Ms*** on June 2, 2016, a refund was not processedShould Ms*** have any further questions or concerns, she may contact online directlyIn the interim, since we have confirmed that the item was delivered, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
February 3, *** *** 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 request for a refund 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 complaint and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter verifying the return *** tracking number that the product had been returned, a full refund was processedMs*** can expect to see a credit of $will post to her Sears Plus account ending in *** in to business daysAdditionally, $will be returned to her Shop Your Way Reward account shortlyFor Ms*** records the return receipt number is ***We hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
October 13,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** ***
Via: ***
Dear Ms***
This letter serves to confirm that Sears Home Improvement
Products (SHIP) has been in contact with Mrs***On September 15, 2016, a service was completed to the sidingIn addition, a couple of items were brought to our attention and we are currently working on a time and date for the local office to schedule a second service
Once this is done I will update you accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
We got our refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10957584, and find that this resolution is satisfactory to me
Sincerely,
Frances *** Thank you !!!!
August 2, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Joan *** - # *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding her disappointment that the glass in her
range’s oven door shattered and her request to receive a free repair even though she is outside any warranty coverage We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakableTempered glass is designed to be able to withstand changes in temperature, but it is possible to break itThe other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small piecesThese pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damagedWhen it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completelyIn the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail While all-over shattering happens infrequently, when it does it is dramatic enough that it can be disconcertingThis means that it is more apt to be talked about or even mentioned in online blogs and articles; we would note that besides the ones that mention Kenmore there are plenty more listed under other manufacturersConsumers also feel that there must be a defect as it seems to happen so spontaneouslyHowever, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter Our records indicate that Ms*** purchased her range on January 14, In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchaseSo if Ms*** was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty periodIn Ms***’ case, the range in question is approximately a year and a half old; as such we feel it is very likely that any breakage would have to be attributable to usage rather than a defect With that said, as a one-time courtesy, we have processed a partial refund in the amount of $66.92, which is a 25% sales adjustment. Ms*** should see a credit post to her MasterCard account ending in in the next week or soIn the interim, since we have explained that the glass breakage in her range is not a defect, but provided the aforementioned courtesy, we have closed our file We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
September 8, 2016Revdex.comAttn: Nita ***North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: 20016606Revdex.com Case # *** Stephen ***Via: Revdex.com WebsiteDear Ms***,Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the
above-referenced fileWe appreciate the opportunity to address Mr***’s concernOn behalf of SHIP please know that we do value him as a customer and apologize for any frustrations or inconveniences he may have experienced. SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerThe service was assigned to an alternate sub-contractorThey recently visited Mr*** and assessed the situationMr*** stated in his email, dated 08/25/2016, that we finally sent professionals to do the work he has been complaining aboutHe feels that the guys should be rewarded for the work they did while they were thereHe further stated that he is very impressed and happy with the results. Mr***’s replacement window will arrive by the end of the weekOnce we have received it and confirmed it was not damaged in shipment, we will reach out to schedule the installation with Mr***If you have any further questions or concerns, please contact me at 1-*** extor via email at ***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: Stephen *** via First Class Mail
Complaint: ***
I am rejecting this response because:I ordered the microwave on 11/28/If it was actually out of stock at the warehouse because of people ordering simultaneously, why did it take until 12/8/for my order to be cancelled? Does the system really lag days behind? And why was money taken from my *** account BEFORE the item was shipped? In addition, after the order was cancelled, why was the money not returned immediately or returned at all? Why did I have to find out that Sears had cancelled the item but kept the money only when I checked up on the order months later?
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I had a purchase master agreement repair investment on both the washer and the dryer setDue to reasonable past longavity experience with *** and Sears Products, along with the protection agreement, I do not agree that I have multiple problems with the machine and I have been the only user of the washer since I purchased it. Furthermore the washer should been replace because the service calls that had been made on the washer have been incompetent for service or cost under the master protection services made on and too the washerYes I called Sears this year because the washer continue to bang parts and incomplete cyclesThese are not the sort of problems a person can cause to the machine and as you have said their have been problems with the drum and other parts with these machinesI have continued to have problems with this machine during and after my protection agreementAgain I do not think the machine was manufactured properly nor did the service call visits to my home ever resolve the problemFinally I do not think it is reasonable or fair for Sears to request that I spend thousands of dollars every five years for a new washer my dryer have not given me any problems since the date of purchaseTherefore I do feel Sears is responsiable for this washer since it is their productsNext, I had a master protection agreement in which several service was made and some worker recalled coming to my home prior to Lastly, a washer and dryer of this quality should have last me more than five years before becoming totally destroyed simple from washer which it was made for. Also each request made to Sears have been difficult to have them respond to what I am asking
Sincerely,
*** ***
April 27,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com File No: *** *** ***
Via: Revdex.com Website
Dear Ms***
This letter serves to confirm that Sears Home Improvement Products
(SHIP) has been in contact with Mr***Mr*** has advised me that his hvac unit has been serviced and is running satisfactorily at this pointAdditionally, Mr*** did inform me that he felt the customer service he received was less than desirableI did advise Mr*** that our management team, at the local Richmond office, would handle this issue internally
At there are no additional issues to address, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Mr*** as a customer and appreciate his patronageIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** ***
July 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer
We have agreed to replace Ms*** washer due to the issues experienced with the part needed to complete her repairCurrently, her new washer is scheduled for delivery on July 27, In light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***6, and find that this resolution is satisfactory to me
Sincerely,
Michelle ***
Revdex.com:
Ii ended up getting in touch with another location in Centerville, VA and Tom ,The manager there was so helpful and kind that I drove over hours one way to do business there I also was called y'day by a area manager who was also very kind and you may close this case Thank you for your help and reaching out to sears for me
Sincerely,
Terra ***
November 28, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * ** *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order experience and non-receipt of a
refund.We
would first like to apologize for any inconvenience
*** *** may have experiencedWe can understand his frustration with the
series of events detailed in his complaintAfter reviewing the notes in his
order we confirmed that the order had been returned to Sears’ warehouse on
November 23, According to Sears Online a refund had already been
processed back on November 13, Additionally, we hope that in the future *** *** ***will allow us another opportunity to provide him with a better
example of customer service that we have built our reputation uponIn the
interim, we have noted *** *** concerns and respectfully ask to have this
matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I was contacted by Sears and the manager from my local store (a different manager) and they will replace the vacuum as well as honor the warranty, I will be going there this weekend to solve this and hoping I won't have any problems with this again, for now I find that this resolution is satisfactory to me
Sincerely,
*** ***
October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the order he she placed for a dining room set recently
As clarification, *** *** order was placed through one of our Marketplace vendors, *** *** 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 destinationMuch like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersHowever, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendorsIn the case of this set, it seems that there may have been an error with the listingHowever, as we noted, *** *** would need to work with the seller, *** ***, to resolveThe phone number for *** *** ** *** *** According to our records, *** *** offered to provide *** *** with something comparable for 50% offHe initially agreed, but then it seems that he refused to return the table and he filed a dispute with his credit card company
As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case *** *** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"...Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
In closure, since it seems that the price shown may not have been accurate, we are unable to honor his request to receive the rest of the dining set merchandise for the substantially incorrect priceWhile we may have been willing to try and work with the seller and *** *** to resolve the issue as an exception and courtesy, we cannot issue any sort of refund or compensation while a credit card dispute is ongoingAs this decision is in accordance to our posted terms and conditions, we have closed our file
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** ***