April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed our investigation of Ms*** rebuttal A check for $was issued on March 29, 2017, but it went to the delivery, or Sundance Drive addressIf Ms*** wishes for us to issue a stop payment on that check if it has not been cached and resend it to the billing address she provided, we canMs*** may contact me at the email address listed below as to what she wishes to do at this point in time 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 ***
March 21, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** *** ** *** *** *** ***We have completed the investigation of *** *** complaint regarding her recent purchase
Unfortunately, it seems there was an issue with the contractor that is usually scheduled to provide service for us in *** *** area and we were not able to obtain another one such short noticeAlso, there was a system error that prevented her refund form being issued systematicallyThis has since been corrected and her account was fully credited as of March 21, The refund should reflect within 3-business daysAt this point in time, *** *** has been made whole by the issuance of her refundWhile we are unable to compensate for lost time or inconvenience, we are willing to send *** *** a $gift card as a courtesyThis gift card should arrive at her residence within 10-business daysIn light of the aforementioned information, 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*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears sent James *** to our home on 8/28/to repair the door properlyThis very pleasant man resealed the door and fixed the mistakes of the first installerWe are very happy with the repairs and consider the problem solvedWithout your help we are sure this problem would not have been addressedTHANK YOU!!!!!!
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
My only additional comment is that it took me ~4-hours of very difficult discussions, negotiations, and hassles to get this resolution. I have been a long time Sears customer for many years, but this issue has truly soured me. It's terrible to see this, but when you compare the responsiveness and customer orientation of other online companies, I'm afraid that Sears will not be in business much longer. From this experience, I understand the current issues in their system, and am happy to discuss them with someone from Sears if they would like it. I can see issues in:- Sears Parts Direct website- Management of website orders- Handling of customer concerns- Unclear elevation mechanisms to address troubled customersand more. I would volunteer my time if it would help them improve their system. Thank you to the Revdex.com for supporting me
Sincerely,
Eric ***
September 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with
our customer service and request for assistance in returning her sears.com order for a refund It is unfortunate that we failed Ms*** 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.com attempted to verify Ms*** return on September 6, 2016, and sent an email asking her to reply to confirm that the air conditioner was picked up. It does not appear that Ms*** has replied to date; however, refunds of $and $were issued to her *** ending in *** on September 16, 2016. Ms*** may reply to our email if she has any further questions about this issue or her refund. 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 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 Ms*** comments and an equitable resolution has been provided 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 *** *** *** ***
May 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear *** *** We have completed the
investigation of Mr*** complaint regarding his dissatisfaction with his local Sears, after he was charged for a lawnmower he never receivedIt is unfortunate that we failed to meet Mr*** expectations in regard to the recent lawnmower transaction. Upon receiving Mr*** complaint, we contacted Store Manager *** *** and our Accounting Department for assistance. Accounting advised that the quickest way to resolve this issue was for Mr*** to dispute the charge with his bank. Mr*** spoke with Mr*** on May 12, 2016, and he advised that he had already disputed the charge with his bank. Furthermore, he expressed his extreme frustration with the situation and indicated that he did not intend to shop at Sears again. With that said, since Mr*** has taken the steps necessary to receive a credit to his account and we have documented his concerns with his recent purchase, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Robin *** #*** Dear Ms*** We have completed the investigation of Ms*** complaint regarding damage to her home after the installation of a dishwasherKathy
***, Sears Installation Solutions, Customer Advocate provided the following response: I have been in contact with Mindy from ***, the company who installed Ms*** dishwasherMindy has informed me that on November 1, 2016, check #in the amount of $was sent to Ms*** to cover the repairs to her counterIf Ms*** needs to reach out to Mindy, she can be reached at 320-968-Since we have confirmed that Ms*** will be provided with her desired resolution, 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
May 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear MsV*** We have completed the investigation of Ms***’s rebuttal We have reviewed both our response and Ms***’s rebuttal, and we do not find that she has brought any new information to her complaintRefunds are issue in the same tender as paymentThis is standard practice for retailers and it is part of our agreement with the credit/debit card companiesAccording to the receipt for sales check number *** the price for Ms***’s service contract was $209.99, but she received a 10% discount for $making the amount paid $plus tax, which is what was issuedIn regard to the alleged damage to Ms***’s floor, a claim has been filed with the carrier and she should be contacted shortlyUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms***’s case, we do apologize that we failed her expectations, but our decision is final. 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 ***
Complaint:
I am rejecting this response because: Apparently, Sears thinks that taking days to diagnose an ice maker is normal. The service they have provided is not in the realm of normal. The phone services stated 'repair or replace' also have weight regardless of them trying to hide behind the contract. If Sears does not intend to provide repairmen that are competent, then the service is a scam/trap/set up intended to weasel money out of usHow they consider $to be a replacement for a large refrigerator? Contracts still have to be represented appropriately. What kind of business tells someone over the phone something will happen, and then has a clause buried in a contract that negates that? That's not the image of a company I ever want to work with. I further note, that each repairman after the first questioned the prior technicians motives. For example, one wondered out loud to us, why did the last guy order that part? I understand that a cost to inspect an appliance would be deducted from a refund. But the cost quoted is absurd! Over $700! A tech that comes from any other company would charge a one time fee, and then subsequent visits are included in that first fee. Even Sears did that for their deductible, but when considered ways of getting OUT of the contract they set the bar unreasonably high. The fee quoted is equivalent to the remaining monthly balance we have on the monthly fees for the year, thus making cancellation more expensive than keeping it. The contract was done in bad faith by sears and seeks to entrap us. They racked up hidden costs in the extra visits, providing slow service to get us through the day right of refusal window, and then hid behind a clause buried in their contract that conveniently absolves them of thousands of dollars in costs I am surprised that Sears, a company I had previously thought was reputable, is defending this horrible product they are pedaling. I would like to see the rate of renewal for these home "warranty" products, bet that would reveal how many people value this product and agree with me
Sincerely,
Jeremy ***
December 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We realize Ms*** has been deeply dissatisfied with what has occurred, which is why we have been in constant communication with the seller since her complaint was receivedIt was our understanding that the fire pit had shipped as well, but that was not the caseHowever, we received confirmation that Patio Imports had received a new fire pit and it is shipping out to Ms*** todayWhile realize that Ms*** would most likely wish to keep her complaint open until she has the new fire pit, but our agreement with the Revdex.com is such that time is a factorWe will follow up with Patio Imports to make sure they forward a tracking numberIn light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to Ms*** once again and 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 *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Kmart you should do all possible to have an up to date product tracking system to prevent problems with not being able to order from Kmart.com
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 3,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Shaun ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experienced with his orderWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further, we found that Sears Online processed full refund of back to her MasterCard ending in on August 22, For Mr***'s records the return sales receipt number is 09300186*** Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr***'s concerns and 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
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: 1*** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his allegations of damages
caused to his home by the contractor that installed his water heaterAs clarification, this has been turned over to our third party claims administrator, *** Mr*** claim number is *** and his adjuster may be reached during business hours at (*** ***It seems that is still openRegardless, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears*** has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon ***'s actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that *** pursues for resolving any customer issuesAt this time, Mr*** needs to direct any further correspondence to *** to the attention of his caseworkerAs stated above, although we empathize with Mr*** frustrations, we are not in a position to assist him per ***'s protocolWe 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 *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his dishwasher** *** Sears Home
Services, District Service Manager provided the following response: On December 27, 2016, I approved the replacement of Mr*** dishwasherAll Mr*** needs to do is go to his local Sears store and advise his sales associate that his dishwasher has been approved for replacementThe sales associate will process the transaction and explain the installation processThat said we have closed our fileWe apologize to Mr*** 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 ***
Complaint: ***
I am rejecting this response because: If/when I place a new order for my missing items - I will not receive the items at the sales price in which I originally ordered them atI seem to have had nothing but issues with Sears online orders lately, and the best resolution you can offer me is an apology and a refund for MUCH less than what I can purchase the missing items for.http:/***Please view the above linkNotice the priceYou refunded me $- If I purchase of those the total is $without taxExplain to me how I have benefited from your actions at allI have wasted my time, and I STILL don't have a resolution to this issue
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. I do wish to add that I was expecting a call or contact from management or the Revdex.com, I was not expecting a hard to hear response from a local store However, I did get in touch with the store in Aurora, and the problem has been resolved. Thank you
Sincerely,
Anthony ***
July 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her refrigerator repair First, we
would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted the local service unit for assistance. After reviewing Ms*** concerns, District Service Manager *** *** authorized a full refund of the repair. Accordingly, two refund requests were submitted for service orders *** and *** Ms*** should see credits for $and $post to her *** account ending in *** in the next seven to ten days. Additionally, the service unit has mailed Ms*** a $gift card for customer satisfaction. Unfortunately, we are unable to compensate her specifically for food loss or lost timeWith that said, since we have issued the aforementioned refunds and documented Ms*** concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and 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 11599291, and find that this resolution is satisfactory to me
Sincerely,
Susan Mckee
October 17,
*
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that
room air conditioner failed sooner than anticipated
We apologize that Ms*** window air conditioner failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision
In Ms*** case, she purchased her window air conditioner on August 7, and the manufacturer’s warranty expired a year after on August 7, 2016. We do not show that any repairs were ever completed by Sears whether under the warranty or otherwiseWith that said, any repairs needed at this time will be done at Ms*** expense. That being said, because we have addressed Ms*** complaint, we respectfully request this complaint be closed
Again, 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 Complaints Specialist
***
***
April 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed our investigation of Ms*** rebuttal A check for $was issued on March 29, 2017, but it went to the delivery, or Sundance Drive addressIf Ms*** wishes for us to issue a stop payment on that check if it has not been cached and resend it to the billing address she provided, we canMs*** may contact me at the email address listed below as to what she wishes to do at this point in time 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 ***
March 21, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** *** ** *** *** *** ***We have completed the investigation of *** *** complaint regarding her recent purchase
Unfortunately, it seems there was an issue with the contractor that is usually scheduled to provide service for us in *** *** area and we were not able to obtain another one such short noticeAlso, there was a system error that prevented her refund form being issued systematicallyThis has since been corrected and her account was fully credited as of March 21, The refund should reflect within 3-business daysAt this point in time, *** *** has been made whole by the issuance of her refundWhile we are unable to compensate for lost time or inconvenience, we are willing to send *** *** a $gift card as a courtesyThis gift card should arrive at her residence within 10-business daysIn light of the aforementioned information, 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*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears sent James *** to our home on 8/28/to repair the door properlyThis very pleasant man resealed the door and fixed the mistakes of the first installerWe are very happy with the repairs and consider the problem solvedWithout your help we are sure this problem would not have been addressedTHANK YOU!!!!!!
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
My only additional comment is that it took me ~4-hours of very difficult discussions, negotiations, and hassles to get this resolution. I have been a long time Sears customer for many years, but this issue has truly soured me. It's terrible to see this, but when you compare the responsiveness and customer orientation of other online companies, I'm afraid that Sears will not be in business much longer. From this experience, I understand the current issues in their system, and am happy to discuss them with someone from Sears if they would like it. I can see issues in:- Sears Parts Direct website- Management of website orders- Handling of customer concerns- Unclear elevation mechanisms to address troubled customersand more. I would volunteer my time if it would help them improve their system. Thank you to the Revdex.com for supporting me
Sincerely,
Eric ***
September 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with
our customer service and request for assistance in returning her sears.com order for a refund It is unfortunate that we failed Ms*** 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.com attempted to verify Ms*** return on September 6, 2016, and sent an email asking her to reply to confirm that the air conditioner was picked up. It does not appear that Ms*** has replied to date; however, refunds of $and $were issued to her *** ending in *** on September 16, 2016. Ms*** may reply to our email if she has any further questions about this issue or her refund. 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 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 Ms*** comments and an equitable resolution has been provided 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 *** *** *** ***
May 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear *** *** We have completed the
investigation of Mr*** complaint regarding his dissatisfaction with his local Sears, after he was charged for a lawnmower he never receivedIt is unfortunate that we failed to meet Mr*** expectations in regard to the recent lawnmower transaction. Upon receiving Mr*** complaint, we contacted Store Manager *** *** and our Accounting Department for assistance. Accounting advised that the quickest way to resolve this issue was for Mr*** to dispute the charge with his bank. Mr*** spoke with Mr*** on May 12, 2016, and he advised that he had already disputed the charge with his bank. Furthermore, he expressed his extreme frustration with the situation and indicated that he did not intend to shop at Sears again. With that said, since Mr*** has taken the steps necessary to receive a credit to his account and we have documented his concerns with his recent purchase, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Robin *** #*** Dear Ms*** We have completed the investigation of Ms*** complaint regarding damage to her home after the installation of a dishwasherKathy
***, Sears Installation Solutions, Customer Advocate provided the following response: I have been in contact with Mindy from ***, the company who installed Ms*** dishwasherMindy has informed me that on November 1, 2016, check #in the amount of $was sent to Ms*** to cover the repairs to her counterIf Ms*** needs to reach out to Mindy, she can be reached at 320-968-Since we have confirmed that Ms*** will be provided with her desired resolution, 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, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
May 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear MsV*** We have completed the investigation of Ms***’s rebuttal We have reviewed both our response and Ms***’s rebuttal, and we do not find that she has brought any new information to her complaintRefunds are issue in the same tender as paymentThis is standard practice for retailers and it is part of our agreement with the credit/debit card companiesAccording to the receipt for sales check number *** the price for Ms***’s service contract was $209.99, but she received a 10% discount for $making the amount paid $plus tax, which is what was issuedIn regard to the alleged damage to Ms***’s floor, a claim has been filed with the carrier and she should be contacted shortlyUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms***’s case, we do apologize that we failed her expectations, but our decision is final. 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 ***
Complaint:
I am rejecting this response because: Apparently, Sears thinks that taking days to diagnose an ice maker is normal. The service they have provided is not in the realm of normal. The phone services stated 'repair or replace' also have weight regardless of them trying to hide behind the contract. If Sears does not intend to provide repairmen that are competent, then the service is a scam/trap/set up intended to weasel money out of usHow they consider $to be a replacement for a large refrigerator? Contracts still have to be represented appropriately. What kind of business tells someone over the phone something will happen, and then has a clause buried in a contract that negates that? That's not the image of a company I ever want to work with. I further note, that each repairman after the first questioned the prior technicians motives. For example, one wondered out loud to us, why did the last guy order that part? I understand that a cost to inspect an appliance would be deducted from a refund. But the cost quoted is absurd! Over $700! A tech that comes from any other company would charge a one time fee, and then subsequent visits are included in that first fee. Even Sears did that for their deductible, but when considered ways of getting OUT of the contract they set the bar unreasonably high. The fee quoted is equivalent to the remaining monthly balance we have on the monthly fees for the year, thus making cancellation more expensive than keeping it. The contract was done in bad faith by sears and seeks to entrap us. They racked up hidden costs in the extra visits, providing slow service to get us through the day right of refusal window, and then hid behind a clause buried in their contract that conveniently absolves them of thousands of dollars in costs I am surprised that Sears, a company I had previously thought was reputable, is defending this horrible product they are pedaling. I would like to see the rate of renewal for these home "warranty" products, bet that would reveal how many people value this product and agree with me
Sincerely,
Jeremy ***
December 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We realize Ms*** has been deeply dissatisfied with what has occurred, which is why we have been in constant communication with the seller since her complaint was receivedIt was our understanding that the fire pit had shipped as well, but that was not the caseHowever, we received confirmation that Patio Imports had received a new fire pit and it is shipping out to Ms*** todayWhile realize that Ms*** would most likely wish to keep her complaint open until she has the new fire pit, but our agreement with the Revdex.com is such that time is a factorWe will follow up with Patio Imports to make sure they forward a tracking numberIn light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to Ms*** once again and 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 *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Kmart you should do all possible to have an up to date product tracking system to prevent problems with not being able to order from Kmart.com
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 3,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Shaun ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his online order
We would first like to apologize for any inconvenience Mr*** may have experienced with his orderWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching further, we found that Sears Online processed full refund of back to her MasterCard ending in on August 22, For Mr***'s records the return sales receipt number is 09300186*** Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr***'s concerns and 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:
Sincerely,
*** ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: 1*** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his allegations of damages
caused to his home by the contractor that installed his water heaterAs clarification, this has been turned over to our third party claims administrator, *** Mr*** claim number is *** and his adjuster may be reached during business hours at (*** ***It seems that is still openRegardless, once the claimant has been assigned a claim number through ***, they provide an official response representing Sears*** has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimThe fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon ***'s actionsTheir decision is immutableRather, we can only recommend that our customers follow the process that *** pursues for resolving any customer issuesAt this time, Mr*** needs to direct any further correspondence to *** to the attention of his caseworkerAs stated above, although we empathize with Mr*** frustrations, we are not in a position to assist him per ***'s protocolWe 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 *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his dishwasher** *** Sears Home
Services, District Service Manager provided the following response: On December 27, 2016, I approved the replacement of Mr*** dishwasherAll Mr*** needs to do is go to his local Sears store and advise his sales associate that his dishwasher has been approved for replacementThe sales associate will process the transaction and explain the installation processThat said we have closed our fileWe apologize to Mr*** 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 ***
Complaint: ***
I am rejecting this response because: If/when I place a new order for my missing items - I will not receive the items at the sales price in which I originally ordered them atI seem to have had nothing but issues with Sears online orders lately, and the best resolution you can offer me is an apology and a refund for MUCH less than what I can purchase the missing items for.http:/***Please view the above linkNotice the priceYou refunded me $- If I purchase of those the total is $without taxExplain to me how I have benefited from your actions at allI have wasted my time, and I STILL don't have a resolution to this issue
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. I do wish to add that I was expecting a call or contact from management or the Revdex.com, I was not expecting a hard to hear response from a local store However, I did get in touch with the store in Aurora, and the problem has been resolved. Thank you
Sincerely,
Anthony ***
July 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her refrigerator repair First, we
would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigeratorWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted the local service unit for assistance. After reviewing Ms*** concerns, District Service Manager *** *** authorized a full refund of the repair. Accordingly, two refund requests were submitted for service orders *** and *** Ms*** should see credits for $and $post to her *** account ending in *** in the next seven to ten days. Additionally, the service unit has mailed Ms*** a $gift card for customer satisfaction. Unfortunately, we are unable to compensate her specifically for food loss or lost timeWith that said, since we have issued the aforementioned refunds and documented Ms*** concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and 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 11599291, and find that this resolution is satisfactory to me
Sincerely,
Susan Mckee
October 17,
*
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that
room air conditioner failed sooner than anticipated
We apologize that Ms*** window air conditioner failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision
In Ms*** case, she purchased her window air conditioner on August 7, and the manufacturer’s warranty expired a year after on August 7, 2016. We do not show that any repairs were ever completed by Sears whether under the warranty or otherwiseWith that said, any repairs needed at this time will be done at Ms*** expense. That being said, because we have addressed Ms*** complaint, we respectfully request this complaint be closed
Again, 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 Complaints Specialist
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