*
*** ***Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal complaint regarding Sears Home Services and repairs to her refrigeratorAs we noted in our initial correspondence, we did complete repairs to Ms*** refrigerator on September 29, It is important to note that if Ms*** will be out of town for an extended period of time, she turn off the water to her refrigeratorOn page of the Use and Care Guide the manufacturer provides information as to what steps to take when going on vacationIf there are any additional concerns with the refrigerator, I ask that Ms*** contact me directly at *** so I can take action to ensure this issue is resolvedIf service has to come out again to repair a leak, I will replace the refrigeratorAt this time, since we have noted our intent to replace the refrigerator if another leak is identified, 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 ***
Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: Janice * *** #9457***
Dear Ms***:
We have completed the investigation of Ms.*** complaint regarding Sears Home Services and repairs to her refrigerator
Brenda *** Sears Home Services Support Specialist provided the following response:
It is unfortunate that we failed Ms*** expectations when she called Sears for service on her refrigeratorWe 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 have been forwarded to management for review, so future problems of this nature can be avertedWe 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 with Ms*** on Monday, October 6, 2015, she informed me that the service call had been completed and that the repair went wellMoving forward, if I can be of any assistance to Ms***, she can reach me at ***That said, we respectfully request that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
February 4,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding the installation of his
dishwasher. According to our records, Mr*** has spoken with *** from our Executive Office and the issue was resolvedIn light of the aforementioned information, we have closed our file 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,*** ***Specialist, Regulatory Complaints*** *** Tell us why here
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** - James MC*** Dear *** *** We have completed our investigation of MrC*** complaint regarding his Craftsman riding tractor Our records
show that MrC*** purchased a Craftsman’s tractor model # *** serial # *** on May 20, This tractor came with a Craftsman engine # *** made by MTD, not a *** *** *** engineOn June 19, the engine was replaced with a Craftsman MTD made engine # *** MTD has been making lawn power equipment since Since we show that MrC*** engine was replaced with the same engine as was purchased with therefore does not qualify for a replacement as he requested we have closed this case We apologize to MrC*** 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 *** *** ***
Complaint: ***
I am rejecting this response because:There are several misstatements in their response....1.) "if they wanted to cancel their order if that was still an option, or return it if not."This was not true in my case I placed the order on January 9th and received the items on January 10th via *** (tracking # *** I had already removed the tags and washed the items before receiving an e-mail about their mistake on January 11th.2.) "we do not show any money changed hands since the whole order was paid for with points"This is false Order *** shows I paid $with my credit card If this issue is not resolved, I will be filing a charge back with my credit card company.3.) "he is still welcome to return that merchandise within the days allotted for a refund"Again, I cannot return the items because I had already removed the tags and washed the items before receiving an e-mail about the points mistake Also, returning the items does not return the coupons I used during checkout. Also, I would like to note that the only advantage for me to shop and Sears/Kmart over other retailers is the ShopYourWay program By taking away points post-purchase, I can no longer trust this rewards program...which means I will no longer be a customer of Sears or Kmart Similarly, I will be sure to tell family and friends of this experience and advise them against shopping at these retailers as well.
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Carlieda Naomi *** Dear Ms***: We have completed our investigation of Ms*** complaint regarding service for her dishwasher What Ms* ***
fails to inform the Revdex.com is that Sears did indeed service her dishwasher in October The retail cost of that service would have been $compared to the $she paidTherefore we will not be honoring Ms*** the request for a refund and have closed this case We apologize to Ms*** 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 L*** Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct Vanessa.L***@searshc.com
October 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Virginia KM*** Dear *** *** We have completed the investigation MsM*** complaint regarding her lease
First of all, we want to note that *** ** (WNLI) or *** is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program. Rather, *** purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. WNLI has reviewed its records and concluded it properly administered the lease. It appears that MsM*** lease is delinquent as she has stopped paymentsWNLI agents have apparently tried to speak with her to discuss the matter, but she has hung up on themShould MsM*** wish to resolve the issue, she would need to contact WNLI as soon as possible since the loan may be sold to a debt collector soon and her credit score could reflect that nonpaymentMsM*** did not arrange a purchase of the lease property nor did she return the leased items to WNLIAs such, she was subject to the terms of her lease. In light of the aforementioned information, we have closed our file We apologize and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Specialist, Regulatory Complaints Email: ***
November 12, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding non-receipt of a refund for a cancelled orderIt is
unfortunate that we failed *** ***
expectations when she recently placed an order with SearsWe value her
patronage and can understand her frustration with the events detailed in her
letterHer concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, our records indicate that Sears issued a refund of $
for the third item via check on November 3, 2015. *** *** may expect her check to arrive
within fifteen business days from this date.
At this time, we can only reiterate that we truly regret any inconvenience
she may have experienced. We hope that
in the future she will allow us the opportunity to provide her with an example that
better represents 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 the requested resolution
has been providedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** *** ***
May 10, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: * *** *** *** Dear Ms*** We have completed our investigation of Ms***
complaint regarding her pool pump Since we do not offer a comparable pool pump for sale, we emailed Ms*** and offered what we call a “ buy out” of her contractThis means we would provide her with a check for the cost of a comparable pump and basic installationThis amount is determined at our discretion according to the terms of her service contractThe current Hay*** replacement pool pump is selling online for less than $and a *** * *** *** *** *** *** which is located in Ms*** area, informed us that basic installation typically runs $maximumWhile we are unable to compensate her for any of the pool maintenance or repair costs she mentioned since reimbursement for any loss of use of the product, and consequential or incidental damages are excluded, we are willing to send her a check for enough to purchase the part locally along with basic installation at the price we were quoted by the *** * *** store even though it is almost $more than most online retailers in the interest of resolving this in a more timely fashionThis would mean that Ms*** would need to sign a release and her coverage would be over as we would have fulfilled her contractThe check amount would be $We ask that Ms*** respond to our email if she wishes to accept and the necessary paperwork will be providedRegardless, this is her only option according to the terms of her contract as noted previously 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*** Tell us why here
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a refrigerator purchased from the Fairview Heights Sears Outlet
*** *** Manager of the Fairview Heights Sears Outlet provided the following response: After receiving and reviewing Ms*** complaint, I contacted her to discuss her concernsIt was agreed upon that Ms*** will come into the store to select a replacement refrigeratorWe are hoping to have the exchange happen on Thursday, January 26, If I can be of any further assistance to Ms***, she can reach me by calling *** Since we have noted the intent of Sears Outlet to replace Ms*** refrigerator once one is selected, 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
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,
Allison D***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her stove ***
*** Sears Home Services Customer Advocate provided the following response: Sears Home Services completed the repairs to Ms*** range on January 25, I contacted Ms*** after service was completed and was told that the range was operating sad designedIf I can be any additional assistance to Ms***, she can reach me at ***That said 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 ***
December 4,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611Re: *** *** ** *** Dear *** ***We have
completed the investigation of *** *** complaint regarding his recent
order We want
to first
stress that the seller of *** *** merchandise was ***.com, not
SearsWe merely listed the merchandise on our site The seller of each item is clearly listed on each
product page and if desired, a consumer can filter out all sellers but Sears or
Kmart According to our Terms of
Service, *** *** would be subject to his seller’s individual return policy
and any disputes would be addressed with themThat said, we attempt to make
sure that consumers shopping on our site are treated fairlyAs such, we
contacted the seller and they assured us that as of November 24, 2015, they had
shipped the parts *** *** neededSince this is what *** *** was
seeking, we respectfully ask that this matter be considered closedWe 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,*** ***Regulatory
Complaint Specialist Sears Holdings
Corporation *** ***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the delay she has experienced
in receiving a refund for a canceled sale As clarification, whenever most retail stores ring up a purchase and charge a customer’s credit card, the purchase is immediately applied because the credit card company issues an approval and electronically debits the account. If the merchandise is subsequently returned, the credit card company does not electronically credit the account. Instead, they research to ensure it is a valid refund, and then once confirmed, they post a credit to the cardholder’s account. This process can take days or weeks and is entirely dependent on the financial institution’s policies. We do try to expedite this process as much as possible, but it can sometimes take a few days. Unfortunately, in Ms*** case, it seems that the refund did not process when it was first issued due to a system error; therefore, it had to be re-issuedSince Ms*** used a pin based debit card as her method of payment, a check was issuedThat check was processed on July 9, and it should arrive at billing address within 10-business days from that dateSince we have issued the credit due to Ms***, we respectfully ask that this matter be considered closed. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: 7** *** ***
August 4,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Jennifer ***
Dear Ms***,
We have completed the investigation of Ms***'s
complaint regarding her recent online order experience
We would first like to apologize for any inconvenience Ms*** may have experienced with her online orderWe can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, our records show that Ms*** had been in contact with Sears Online Solutions, Sears' escalated complaint departmentOnline Solutions processed a refund of the first order in three separate incrementsA refund of $was issued under sales receipt number 093004520860, another $on receipt number 093004400929, and the final credit of $was issued on return sales receipt number These credits were processed on July 29, 2015, back to Ms***'s Visa account ending in Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms***'s concerns and since a full refund has been issued, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Complaint: ***
I am rejecting this response because:There has been no refund made to our debit account using mine or my husbands card numbersThe *** debit card number that my husband, MrDavid B*** provided is a shared checking accountBoth he and I have VERIFIED with *** bank that no money was ever refunded to any of our banking accounts using either of our debit card numbersThe last transaction from Sear's was on March 23rd, for a debit charge in the amount of $The mere fact that the response email implies that they refunded money to my husband and I am simply unaware is outlandishI also was told by Sear's that there was a problem with the transaction made on April 29th, and that the transaction did not go throughI was asked to give both mine and my husbands *** card number's again over the phone, which I did despite feeling this was not very professional and puts my accounts at risk for fraudI was told on separate occasions; after April 29th ,that Sear's would be looking into this and would be receiving follow up calls as they did not know where the money wasSears has not made one attempt to contact me or follow up on this matterJust to reiterate, the *** debit card my husband shared is a JOINT checking account and both he and I verified with our bank that no money was refunded from Sear's to any of our accountsIf a refund was made it was not to our accountsIf that is the case than the error on Sear's behalfI have spent over hours of my time on the phone with Sear's customer solutions, I have had no money refunded, no follow up calls, and no products because everything was returnedAt this time, since Sears has not responded appropriately or refunded our money, we have filed a dispute claim with *** bank so that they can further investigate this matter.Sincerely,*** ***
Sincerely,
Cara B***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Mrs*** We have completed our investigation of Mr* *** rebuttal A credit for the full $was issued manually today in the interest of consumer satisfactionThe previous adjustment did not process due to a system errorWe ask that Mr*** allow business days for this credit to reflect on his account We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his Kenmore washer
We have scheduled the piand return of ***
*** washerThe washer will be picked up October 29, 2015, and once it has been checked in to the warehouse a bank check will be processedI have contacted and advised *** *** and he is satisfied with the aforementioned plan of actionSince we will be picking up the washer and refunding *** *** we ask that this complaint be closed
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,
*** ***
*** *** ***
*** *** ***
***
*
*** ***Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal complaint regarding Sears Home Services and repairs to her refrigeratorAs we noted in our initial correspondence, we did complete repairs to Ms*** refrigerator on September 29, It is important to note that if Ms*** will be out of town for an extended period of time, she turn off the water to her refrigeratorOn page of the Use and Care Guide the manufacturer provides information as to what steps to take when going on vacationIf there are any additional concerns with the refrigerator, I ask that Ms*** contact me directly at *** so I can take action to ensure this issue is resolvedIf service has to come out again to repair a leak, I will replace the refrigeratorAt this time, since we have noted our intent to replace the refrigerator if another leak is identified, 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 ***
Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: Janice * *** #9457***
Dear Ms***:
We have completed the investigation of Ms.*** complaint regarding Sears Home Services and repairs to her refrigerator
Brenda *** Sears Home Services Support Specialist provided the following response:
It is unfortunate that we failed Ms*** expectations when she called Sears for service on her refrigeratorWe 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 have been forwarded to management for review, so future problems of this nature can be avertedWe 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 with Ms*** on Monday, October 6, 2015, she informed me that the service call had been completed and that the repair went wellMoving forward, if I can be of any assistance to Ms***, she can reach me at ***That said, we respectfully request that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
February 4,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr* *** complaint regarding the installation of his
dishwasher. According to our records, Mr*** has spoken with *** from our Executive Office and the issue was resolvedIn light of the aforementioned information, we have closed our file 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,*** ***Specialist, Regulatory Complaints*** *** Tell us why here
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** - James MC*** Dear *** *** We have completed our investigation of MrC*** complaint regarding his Craftsman riding tractor Our records
show that MrC*** purchased a Craftsman’s tractor model # *** serial # *** on May 20, This tractor came with a Craftsman engine # *** made by MTD, not a *** *** *** engineOn June 19, the engine was replaced with a Craftsman MTD made engine # *** MTD has been making lawn power equipment since Since we show that MrC*** engine was replaced with the same engine as was purchased with therefore does not qualify for a replacement as he requested we have closed this case We apologize to MrC*** 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 *** *** ***
Complaint: ***
I am rejecting this response because:There are several misstatements in their response....1.) "if they wanted to cancel their order if that was still an option, or return it if not."This was not true in my case I placed the order on January 9th and received the items on January 10th via *** (tracking # *** I had already removed the tags and washed the items before receiving an e-mail about their mistake on January 11th.2.) "we do not show any money changed hands since the whole order was paid for with points"This is false Order *** shows I paid $with my credit card If this issue is not resolved, I will be filing a charge back with my credit card company.3.) "he is still welcome to return that merchandise within the days allotted for a refund"Again, I cannot return the items because I had already removed the tags and washed the items before receiving an e-mail about the points mistake Also, returning the items does not return the coupons I used during checkout. Also, I would like to note that the only advantage for me to shop and Sears/Kmart over other retailers is the ShopYourWay program By taking away points post-purchase, I can no longer trust this rewards program...which means I will no longer be a customer of Sears or Kmart Similarly, I will be sure to tell family and friends of this experience and advise them against shopping at these retailers as well.
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Carlieda Naomi *** Dear Ms***: We have completed our investigation of Ms*** complaint regarding service for her dishwasher What Ms* ***
fails to inform the Revdex.com is that Sears did indeed service her dishwasher in October The retail cost of that service would have been $compared to the $she paidTherefore we will not be honoring Ms*** the request for a refund and have closed this case We apologize to Ms*** 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 L*** Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct Vanessa.L***@searshc.com
October 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Virginia KM*** Dear *** *** We have completed the investigation MsM*** complaint regarding her lease
First of all, we want to note that *** ** (WNLI) or *** is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program. Rather, *** purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. WNLI has reviewed its records and concluded it properly administered the lease. It appears that MsM*** lease is delinquent as she has stopped paymentsWNLI agents have apparently tried to speak with her to discuss the matter, but she has hung up on themShould MsM*** wish to resolve the issue, she would need to contact WNLI as soon as possible since the loan may be sold to a debt collector soon and her credit score could reflect that nonpaymentMsM*** did not arrange a purchase of the lease property nor did she return the leased items to WNLIAs such, she was subject to the terms of her lease. In light of the aforementioned information, we have closed our file We apologize and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Specialist, Regulatory Complaints Email: ***
November 12, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding non-receipt of a refund for a cancelled orderIt is
unfortunate that we failed *** ***
expectations when she recently placed an order with SearsWe value her
patronage and can understand her frustration with the events detailed in her
letterHer concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, our records indicate that Sears issued a refund of $
for the third item via check on November 3, 2015. *** *** may expect her check to arrive
within fifteen business days from this date.
At this time, we can only reiterate that we truly regret any inconvenience
she may have experienced. We hope that
in the future she will allow us the opportunity to provide her with an example that
better represents 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 the requested resolution
has been providedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** *** ***
May 10, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: * *** *** *** Dear Ms*** We have completed our investigation of Ms***
complaint regarding her pool pump Since we do not offer a comparable pool pump for sale, we emailed Ms*** and offered what we call a “ buy out” of her contractThis means we would provide her with a check for the cost of a comparable pump and basic installationThis amount is determined at our discretion according to the terms of her service contractThe current Hay*** replacement pool pump is selling online for less than $and a *** * *** *** *** *** *** which is located in Ms*** area, informed us that basic installation typically runs $maximumWhile we are unable to compensate her for any of the pool maintenance or repair costs she mentioned since reimbursement for any loss of use of the product, and consequential or incidental damages are excluded, we are willing to send her a check for enough to purchase the part locally along with basic installation at the price we were quoted by the *** * *** store even though it is almost $more than most online retailers in the interest of resolving this in a more timely fashionThis would mean that Ms*** would need to sign a release and her coverage would be over as we would have fulfilled her contractThe check amount would be $We ask that Ms*** respond to our email if she wishes to accept and the necessary paperwork will be providedRegardless, this is her only option according to the terms of her contract as noted previously 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*** Tell us why here
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a refrigerator purchased from the Fairview Heights Sears Outlet
*** *** Manager of the Fairview Heights Sears Outlet provided the following response: After receiving and reviewing Ms*** complaint, I contacted her to discuss her concernsIt was agreed upon that Ms*** will come into the store to select a replacement refrigeratorWe are hoping to have the exchange happen on Thursday, January 26, If I can be of any further assistance to Ms***, she can reach me by calling *** Since we have noted the intent of Sears Outlet to replace Ms*** refrigerator once one is selected, 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
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,
Allison D***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her stove ***
*** Sears Home Services Customer Advocate provided the following response: Sears Home Services completed the repairs to Ms*** range on January 25, I contacted Ms*** after service was completed and was told that the range was operating sad designedIf I can be any additional assistance to Ms***, she can reach me at ***That said 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 ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund received
December 4,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611Re: *** *** ** *** Dear *** ***We have
completed the investigation of *** *** complaint regarding his recent
order We want
to first
stress that the seller of *** *** merchandise was ***.com, not
SearsWe merely listed the merchandise on our site The seller of each item is clearly listed on each
product page and if desired, a consumer can filter out all sellers but Sears or
Kmart According to our Terms of
Service, *** *** would be subject to his seller’s individual return policy
and any disputes would be addressed with themThat said, we attempt to make
sure that consumers shopping on our site are treated fairlyAs such, we
contacted the seller and they assured us that as of November 24, 2015, they had
shipped the parts *** *** neededSince this is what *** *** was
seeking, we respectfully ask that this matter be considered closedWe 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,*** ***Regulatory
Complaint Specialist Sears Holdings
Corporation *** ***
Complaint: ***
I am rejecting this response because:Very dissatisfied customer.
Sincerely,
*** ***
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the delay she has experienced
in receiving a refund for a canceled sale As clarification, whenever most retail stores ring up a purchase and charge a customer’s credit card, the purchase is immediately applied because the credit card company issues an approval and electronically debits the account. If the merchandise is subsequently returned, the credit card company does not electronically credit the account. Instead, they research to ensure it is a valid refund, and then once confirmed, they post a credit to the cardholder’s account. This process can take days or weeks and is entirely dependent on the financial institution’s policies. We do try to expedite this process as much as possible, but it can sometimes take a few days. Unfortunately, in Ms*** case, it seems that the refund did not process when it was first issued due to a system error; therefore, it had to be re-issuedSince Ms*** used a pin based debit card as her method of payment, a check was issuedThat check was processed on July 9, and it should arrive at billing address within 10-business days from that dateSince we have issued the credit due to Ms***, we respectfully ask that this matter be considered closed. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: 7** *** ***
August 4,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Jennifer ***
Dear Ms***,
We have completed the investigation of Ms***'s
complaint regarding her recent online order experience
We would first like to apologize for any inconvenience Ms*** may have experienced with her online orderWe can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, our records show that Ms*** had been in contact with Sears Online Solutions, Sears' escalated complaint departmentOnline Solutions processed a refund of the first order in three separate incrementsA refund of $was issued under sales receipt number 093004520860, another $on receipt number 093004400929, and the final credit of $was issued on return sales receipt number These credits were processed on July 29, 2015, back to Ms***'s Visa account ending in Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms***'s concerns and since a full refund has been issued, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
Complaint: ***
I am rejecting this response because:There has been no refund made to our debit account using mine or my husbands card numbersThe *** debit card number that my husband, MrDavid B*** provided is a shared checking accountBoth he and I have VERIFIED with *** bank that no money was ever refunded to any of our banking accounts using either of our debit card numbersThe last transaction from Sear's was on March 23rd, for a debit charge in the amount of $The mere fact that the response email implies that they refunded money to my husband and I am simply unaware is outlandishI also was told by Sear's that there was a problem with the transaction made on April 29th, and that the transaction did not go throughI was asked to give both mine and my husbands *** card number's again over the phone, which I did despite feeling this was not very professional and puts my accounts at risk for fraudI was told on separate occasions; after April 29th ,that Sear's would be looking into this and would be receiving follow up calls as they did not know where the money wasSears has not made one attempt to contact me or follow up on this matterJust to reiterate, the *** debit card my husband shared is a JOINT checking account and both he and I verified with our bank that no money was refunded from Sear's to any of our accountsIf a refund was made it was not to our accountsIf that is the case than the error on Sear's behalfI have spent over hours of my time on the phone with Sear's customer solutions, I have had no money refunded, no follow up calls, and no products because everything was returnedAt this time, since Sears has not responded appropriately or refunded our money, we have filed a dispute claim with *** bank so that they can further investigate this matter.Sincerely,*** ***
Sincerely,
Cara B***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Mrs*** We have completed our investigation of Mr* *** rebuttal A credit for the full $was issued manually today in the interest of consumer satisfactionThe previous adjustment did not process due to a system errorWe ask that Mr*** allow business days for this credit to reflect on his account We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his Kenmore washer
We have scheduled the piand return of ***
*** washerThe washer will be picked up October 29, 2015, and once it has been checked in to the warehouse a bank check will be processedI have contacted and advised *** *** and he is satisfied with the aforementioned plan of actionSince we will be picking up the washer and refunding *** *** we ask that this complaint be closed
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,
*** ***
*** *** ***
*** *** ***
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