January 13, *** *** 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 non-receipt of a refund for her cancelled sears.com order 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. Our records indicate that Ms*** was provided with a sales adjustment of $on November 28, 2016, as an apology and incentive to keep her order However, on December 9, 2016, she requested a full refund. Therefore, a credit of $was issued on December 17, 2016, and an additional credit of $was issued on January 13, 2017, to refund the full total charged to her Sears *** ending in *** Ms*** is welcome to 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 the requested refund 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 *** *** *** ***
June 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding his power washer that
has failed
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Lead CarRepair Associate, who states that the same oil in the unit from the time Mr*** purchased it which means the oil is a year old at this point. The owners manual states to change the oil after the first hours of use then again at hours or yearly. If there are any issues with the power washer at this time, Mr*** will need to have the unit repaired. That being said, because we have addressed Mr*** complaint, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
September 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Jean JJ*** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent service
experience with her dishwasher repair We would first like to apologize for any inconvenience MsJ*** may have experiencedAfter reviewing the service notes we found that the technician was able to complete repair on September 11, Additionally, as clarification, the terms of Ms*** Master Protection Agreement specifically state, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”)To secure authorization, call *** prior to the expiration of the Fourth Failure Time PeriodUnfortunately, a replacement was not authorized since Ms*** appliance does not qualify at this timeSine the unit is working to the manufacturer’s specifications, 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, Eligia C*** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/09/28) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding Sears Auto
Center
*** Manager of the*** Sears
Auto Center, provided the following response:
After receiving Mr*** complaint I contacted him to discuss his concernsI explained to Mr.*** what we did when his vehicle was in the auto centerAs a gesture of good customer service we have provided Mr.*** with a refund for the diagnostic fee of $Moving forward, if I can be of any additional service to Mr.***, he can contact me at XXX-XXX-XXXXThat said, we ask that this complaint be closed
We apologize to Mr.*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Some effort was made to make reparation for my lost timeThe staff and management at Sears was professional and courteous throughout our interaction
August 31, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his SYWR account and his recent transactions. It seems Mr*** feels he is due more points than what he has received recentlyWe reviewed his transactions, but did not see anything amiss However, we did see some bonus points he was offered, but failed to use before they expiredWe could also see that Mr*** had recently returned some merchandiseIf a return is done, any points earned from that sale are removed from the accountThat said, we would be willing to discuss the matter with Mr*** if he wishesHe may contact store manager, *** *** during business hours at (*** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** *** Specialist, Regulatory ComplaintsTell us why here
August 9,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945***- Veronica ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her recent order
We have spoken with Ms***
regarding this issue and an offer was made to provide her with a $credit as a courtesy, which she acceptedWe can appreciate Ms*** concerns and they will be forwarded to the appropriate partiesMs*** credit was issued on August 6, and it should be visible within business days from that dateIn closing, we would like to apologize to Ms*** that this was not taken care of sooner and we want to thank her for her patience
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) ***
Tammie.***@searshc.com
August 3, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Coskun *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Sears Parts Direct First, we would like
to apologize to Mr*** for failing his expectations in regard to the part order he recently placedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted Penny *** with Parts Direct for assistance. Ms*** responded that she issued a full refund to Mr*** Visa account on August 3, 2016, so he should see a credit in the amount of $post in the next five to seven days. Additionally, Mr*** can discard the part. With that said, since we have documented Mr*** concerns and issued the aforementioned refund, 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
Complaint: ***
I am rejecting this response because: My request to speak with a supervisor was not addressedNo supervisor has called me or sent me an email apologizingI still do not believe a gift card has been sent to me, since I was told that once a gift card has been processed I would receive a tracking numberI have not received any correspondence from Sears/KMart that any gift card has been sentThis is the same story I've been told for months so I do not think they will do as they say
Sincerely,
Dianne ***
January 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal complaint to the previous response provided After receiving an update from Mr*** advising that he had returned the item, we verified via *** that the merchandise was received at the warehouseTherefore, we have issued a full refund of $back to his *** account ending in ***Mr*** can expect to see the credit post to his account within to business daysFor Mr*** records the return receipt number is *** Since a full refund has been processed, 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
*** ***
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 refrigerator
Due to the
dispenser issues with Ms*** refrigerator, I have approved the in warranty exchange of the refrigeratorThat said, I would ask that Ms*** contact me at *** or via email at *** so that I can discuss the replacement process with herSears will cover the delivery and haul away chargesSince we have noted our intent to replace Ms*** refrigerator, we ask that this complaint be closed pending further contact
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 Claims Specialist
Sears Holdings Corporation
***
July 20,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Jack ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with the information he received when he
called to schedule a maintenance check for his Dacor range under the Master Protection agreement he purchased
It is unfortunate that we failed Mr***'s expectations when he recently scheduled a maintenance checkup for his Dacor rangeAlthough when Mr*** purchased his Dacor range Sears was able to service the Dacor that is no longer the situationWe apologize that Mr*** had not been informed at that time and the MPA cancelledWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedSince Mr*** had originally purchased the MPA for the benefit of having yearly checkups we authorized Mr*** to get a maintenance checkup and Sears would reimburse him for the costWe also cancel the current MPA with a full refund back onto their Sears credit cardMr*** has been provided with my direct contact information if he has any additional questionsSince the resolution provided was acceptable to Mr*** we have closed our case
Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Vanessa***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have not received the $yet, hopefully there will be no problem with thatThis is a one time offer and solution for nowIn the future the problem of getting local service remainsI was pleased that Sear's did actually respond and made some effort to rectify this situation
Sincerely,
Beverly C***
April 28, *** *** 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 alleged duplicate charges to her account It is unfortunate that we failed Ms*** expectations when she recently visited our Kmart StoreWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that an investigation was completed and the charges to Ms*** account were corrected. Our records also show that our customer service team issued 50,(equivalent to $50.00) Shop Your Way Points to Ms*** on March 18, 2017, and 20,points on March 11, 2017, as an apology. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an 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 *** *** *** ***
Complaint: ***
I am rejecting this response because:the issue does not follow under any of the issues on page 19.popping- contraction/expansion of inside walls,especially during initial cool down.NOT! It does it all the time opening door 1/of way to full open and was told by the very first tech that came out(BRUCE )it was a interior panel was loose and is a manufacture defect and they would replace because it is still under warranty.And in my owners manual page days it has year warranty against any defects in material or workmanship.Not days like you are saying.Does not state that anywhere in my owners manual!
Sincerely,
Troy ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** S *** #*** Dear Ms***: We have completed the investigation of Ms***’s latest rebuttal regarding a car battery purchased from the Sears Auto Center in La JollaSears stance on this issue remains unchangedAs we stated on two occasions, the only way for Sears to properly test the battery and charging system is for Ms*** to bring the vehicle into the Auto Center for testingWe reiterate that if the battery is found to be defective, Sears Auto Center will take the appropriate action and replace it under the manufacturer’s warrantyAt this time the battery has not met the criteria for replacement Since we have reiterated that the only way we can assist Ms*** is for her to bring the vehicle into the Auto Center, we ask that this complaint remain 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 concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
April 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** ***
complaint regarding his SYWR account First of all, we want to note that the Terms of Use for the SYWR program note that “points have no cash value and may not be redeemed for cash.” That said, we would like to apologize to *** *** there was an error and the $was added to accounts, but with a day delayWe attempted to fix it, but couldn’t remove points that hadn't posted yetWe had been telling our members when the points would post and post have been fine as long as they post on that date*** *** points were set to post todayHowever, we manually added $worth of points on March 29, Mr*** may want to monitor his account as it is possible that he may get double pointsIf that happens, we will allow Mr*** to keep both as a gesture of appreciation for his patronageIn light of the aforementioned information, we respectfully ask that this matter be closedAgain, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
September 14,
Revdex.com
Attn: Nita ***
North Wabash Ave., Suite
Chicago, IL
Our File No: ***
Revdex.com Case #: *** /Eric and Joy ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
This letter serves to confirm that Sears Home
Improvement products, Inc(SHIP) has been in contact with Mrand Mrs***On August 26, an inspection was completed and today I received a detailed report with the items that need to be servicedCurrently I am working with my local office on scheduling a service to address the itemsOnce the service 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 407-551-or via email at rogelia.***@searshomepro.com
Sincerely,
Rogelia ***
SHIP/HI Regulatory Complaint Specialist
cc: Eric and Joy ***
Complaint: ***
I am rejecting this response because:As the business claims $was delivery charge and $was for the assembly which they want to refundThe delivery was free$was charged for assembly onlyThat needs to be fully refundedThe machine was not fully assembledAll the screws were left looseMy daughter almost fell from it as the machine was wiggling too muchI had called the customer service on 2/where I discovered the problemThey refuse to help and said assembly is only warrantied for days since it was assemble on 1/17/Few uses of the machine made the machine almost fall apart because of bad assemblyThat's what prompted me to file complain with Revdex.comI still did not hear back and had to have someone come in and reassembleI want the full refund for the assembly since it was not done properly and put my family to risk of getting hurtIf you check the website now, the delivery is free on all elliptical machines over $
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear MsV*** We have completed our investigation of MsA*** complaint regarding her refrigerator MsA*** was authorized for a
replacement by the protection agreement benefits department under the terms and conditions of the MPAIf MsA*** is still in need of assistances she need only contact the benefits office directly at *** and reference case # *** Since MsA*** was authorized for a replacement as was her request we have closed this case We apologize to MsA*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding her inability to receive a tool set
she purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms*** 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: ““IN 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 … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the tool set in question is not available any longer and since it was being sold at a special price there are no substitutions. According to our records, Ms* *** account was credited on December 289, for $and then on January 12, for $ Due to a processing error, this left a deficiency of $A credit for that amount was issued to Ms* *** account today and it should reflect within 3-business days In accordance then with our disclaimer and our posted policies, we are unable to honor Ms* *** request to receive the original tool set since the item is no longer available and are also unable to provide her with a substitution for the same price. In closure, 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, *** *** Specialist, Regulatory Complaints Direct Dial *** ***
January 13, *** *** 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 non-receipt of a refund for her cancelled sears.com order 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. Our records indicate that Ms*** was provided with a sales adjustment of $on November 28, 2016, as an apology and incentive to keep her order However, on December 9, 2016, she requested a full refund. Therefore, a credit of $was issued on December 17, 2016, and an additional credit of $was issued on January 13, 2017, to refund the full total charged to her Sears *** ending in *** Ms*** is welcome to 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 the requested refund 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 *** *** *** ***
June 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Mr*** complaint regarding his power washer that
has failed
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Lead CarRepair Associate, who states that the same oil in the unit from the time Mr*** purchased it which means the oil is a year old at this point. The owners manual states to change the oil after the first hours of use then again at hours or yearly. If there are any issues with the power washer at this time, Mr*** will need to have the unit repaired. That being said, because we have addressed Mr*** complaint, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
September 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Jean JJ*** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent service
experience with her dishwasher repair We would first like to apologize for any inconvenience MsJ*** may have experiencedAfter reviewing the service notes we found that the technician was able to complete repair on September 11, Additionally, as clarification, the terms of Ms*** Master Protection Agreement specifically state, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”)To secure authorization, call *** prior to the expiration of the Fourth Failure Time PeriodUnfortunately, a replacement was not authorized since Ms*** appliance does not qualify at this timeSine the unit is working to the manufacturer’s specifications, 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, Eligia C*** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/09/28) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding Sears Auto
Center
*** Manager of the*** Sears
Auto Center, provided the following response:
After receiving Mr*** complaint I contacted him to discuss his concernsI explained to Mr.*** what we did when his vehicle was in the auto centerAs a gesture of good customer service we have provided Mr.*** with a refund for the diagnostic fee of $Moving forward, if I can be of any additional service to Mr.***, he can contact me at XXX-XXX-XXXXThat said, we ask that this complaint be closed
We apologize to Mr.*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Some effort was made to make reparation for my lost timeThe staff and management at Sears was professional and courteous throughout our interaction
August 31, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his SYWR account and his recent transactions. It seems Mr*** feels he is due more points than what he has received recentlyWe reviewed his transactions, but did not see anything amiss However, we did see some bonus points he was offered, but failed to use before they expiredWe could also see that Mr*** had recently returned some merchandiseIf a return is done, any points earned from that sale are removed from the accountThat said, we would be willing to discuss the matter with Mr*** if he wishesHe may contact store manager, *** *** during business hours at (*** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** *** Specialist, Regulatory ComplaintsTell us why here
August 9,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945***- Veronica ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her recent order
We have spoken with Ms***
regarding this issue and an offer was made to provide her with a $credit as a courtesy, which she acceptedWe can appreciate Ms*** concerns and they will be forwarded to the appropriate partiesMs*** credit was issued on August 6, and it should be visible within business days from that dateIn closing, we would like to apologize to Ms*** that this was not taken care of sooner and we want to thank her for her patience
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
(512) ***
Tammie.***@searshc.com
August 3, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Coskun *** - # *** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Sears Parts Direct First, we would like
to apologize to Mr*** for failing his expectations in regard to the part order he recently placedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted Penny *** with Parts Direct for assistance. Ms*** responded that she issued a full refund to Mr*** Visa account on August 3, 2016, so he should see a credit in the amount of $post in the next five to seven days. Additionally, Mr*** can discard the part. With that said, since we have documented Mr*** concerns and issued the aforementioned refund, 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
Complaint: ***
I am rejecting this response because: My request to speak with a supervisor was not addressedNo supervisor has called me or sent me an email apologizingI still do not believe a gift card has been sent to me, since I was told that once a gift card has been processed I would receive a tracking numberI have not received any correspondence from Sears/KMart that any gift card has been sentThis is the same story I've been told for months so I do not think they will do as they say
Sincerely,
Dianne ***
January 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal complaint to the previous response provided After receiving an update from Mr*** advising that he had returned the item, we verified via *** that the merchandise was received at the warehouseTherefore, we have issued a full refund of $back to his *** account ending in ***Mr*** can expect to see the credit post to his account within to business daysFor Mr*** records the return receipt number is *** Since a full refund has been processed, 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
*** ***
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 refrigerator
Due to the
dispenser issues with Ms*** refrigerator, I have approved the in warranty exchange of the refrigeratorThat said, I would ask that Ms*** contact me at *** or via email at *** so that I can discuss the replacement process with herSears will cover the delivery and haul away chargesSince we have noted our intent to replace Ms*** refrigerator, we ask that this complaint be closed pending further contact
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 Claims Specialist
Sears Holdings Corporation
***
July 20,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Jack ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with the information he received when he
called to schedule a maintenance check for his Dacor range under the Master Protection agreement he purchased
It is unfortunate that we failed Mr***'s expectations when he recently scheduled a maintenance checkup for his Dacor rangeAlthough when Mr*** purchased his Dacor range Sears was able to service the Dacor that is no longer the situationWe apologize that Mr*** had not been informed at that time and the MPA cancelledWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedSince Mr*** had originally purchased the MPA for the benefit of having yearly checkups we authorized Mr*** to get a maintenance checkup and Sears would reimburse him for the costWe also cancel the current MPA with a full refund back onto their Sears credit cardMr*** has been provided with my direct contact information if he has any additional questionsSince the resolution provided was acceptable to Mr*** we have closed our case
Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Vanessa***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have not received the $yet, hopefully there will be no problem with thatThis is a one time offer and solution for nowIn the future the problem of getting local service remainsI was pleased that Sear's did actually respond and made some effort to rectify this situation
Sincerely,
Beverly C***
April 28, *** *** 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 alleged duplicate charges to her account It is unfortunate that we failed Ms*** expectations when she recently visited our Kmart StoreWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that an investigation was completed and the charges to Ms*** account were corrected. Our records also show that our customer service team issued 50,(equivalent to $50.00) Shop Your Way Points to Ms*** on March 18, 2017, and 20,points on March 11, 2017, as an apology. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an 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 *** *** *** ***
Complaint: ***
I am rejecting this response because:the issue does not follow under any of the issues on page 19.popping- contraction/expansion of inside walls,especially during initial cool down.NOT! It does it all the time opening door 1/of way to full open and was told by the very first tech that came out(BRUCE )it was a interior panel was loose and is a manufacture defect and they would replace because it is still under warranty.And in my owners manual page days it has year warranty against any defects in material or workmanship.Not days like you are saying.Does not state that anywhere in my owners manual!
Sincerely,
Troy ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** S *** #*** Dear Ms***: We have completed the investigation of Ms***’s latest rebuttal regarding a car battery purchased from the Sears Auto Center in La JollaSears stance on this issue remains unchangedAs we stated on two occasions, the only way for Sears to properly test the battery and charging system is for Ms*** to bring the vehicle into the Auto Center for testingWe reiterate that if the battery is found to be defective, Sears Auto Center will take the appropriate action and replace it under the manufacturer’s warrantyAt this time the battery has not met the criteria for replacement Since we have reiterated that the only way we can assist Ms*** is for her to bring the vehicle into the Auto Center, we ask that this complaint remain 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 concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
April 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** ***
complaint regarding his SYWR account First of all, we want to note that the Terms of Use for the SYWR program note that “points have no cash value and may not be redeemed for cash.” That said, we would like to apologize to *** *** there was an error and the $was added to accounts, but with a day delayWe attempted to fix it, but couldn’t remove points that hadn't posted yetWe had been telling our members when the points would post and post have been fine as long as they post on that date*** *** points were set to post todayHowever, we manually added $worth of points on March 29, Mr*** may want to monitor his account as it is possible that he may get double pointsIf that happens, we will allow Mr*** to keep both as a gesture of appreciation for his patronageIn light of the aforementioned information, we respectfully ask that this matter be closedAgain, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
September 14,
Revdex.com
Attn: Nita ***
North Wabash Ave., Suite
Chicago, IL
Our File No: ***
Revdex.com Case #: *** /Eric and Joy ***
Via: n***@chicago.Revdex.com.org
Dear Ms***,
This letter serves to confirm that Sears Home
Improvement products, Inc(SHIP) has been in contact with Mrand Mrs***On August 26, an inspection was completed and today I received a detailed report with the items that need to be servicedCurrently I am working with my local office on scheduling a service to address the itemsOnce the service 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 407-551-or via email at rogelia.***@searshomepro.com
Sincerely,
Rogelia ***
SHIP/HI Regulatory Complaint Specialist
cc: Eric and Joy ***
Complaint: ***
I am rejecting this response because:As the business claims $was delivery charge and $was for the assembly which they want to refundThe delivery was free$was charged for assembly onlyThat needs to be fully refundedThe machine was not fully assembledAll the screws were left looseMy daughter almost fell from it as the machine was wiggling too muchI had called the customer service on 2/where I discovered the problemThey refuse to help and said assembly is only warrantied for days since it was assemble on 1/17/Few uses of the machine made the machine almost fall apart because of bad assemblyThat's what prompted me to file complain with Revdex.comI still did not hear back and had to have someone come in and reassembleI want the full refund for the assembly since it was not done properly and put my family to risk of getting hurtIf you check the website now, the delivery is free on all elliptical machines over $
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear MsV*** We have completed our investigation of MsA*** complaint regarding her refrigerator MsA*** was authorized for a
replacement by the protection agreement benefits department under the terms and conditions of the MPAIf MsA*** is still in need of assistances she need only contact the benefits office directly at *** and reference case # *** Since MsA*** was authorized for a replacement as was her request we have closed this case We apologize to MsA*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Ms* *** complaint regarding her inability to receive a tool set
she purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year. Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time. We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing. We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description. In case Ms*** 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: ““IN 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 … In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the tool set in question is not available any longer and since it was being sold at a special price there are no substitutions. According to our records, Ms* *** account was credited on December 289, for $and then on January 12, for $ Due to a processing error, this left a deficiency of $A credit for that amount was issued to Ms* *** account today and it should reflect within 3-business days In accordance then with our disclaimer and our posted policies, we are unable to honor Ms* *** request to receive the original tool set since the item is no longer available and are also unable to provide her with a substitution for the same price. In closure, 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, *** *** Specialist, Regulatory Complaints Direct Dial *** ***