*** *** 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 gas rangeSears has authorized the replacement of the range noted in Ms*** complaintAll Ms*** needs to do is go to her local Sears store and advise her sales associate that her range has been approved for replacementThe sales associate will assist in ordering the range and processing the delivery/hookupSince we have authorized Ms*** range for replacement, 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 ***
Complaint: ***
I am rejecting this response because: The Warranty was sent to me by Sears but somehow they have no obligation with this nowWhen people try to use the warranty they push on you, this is what happensIt's their word against mineI don't want any further calls from Sears or their warranty companyThis filing was a total waste of my time.
Sincerely,
Kathleen H***
June 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her sewing
machine According to our records, a gift card for the value of the sewing machine or $was issued to Ms*** previouslyPerhaps it was lost in the mailRegardless, we have reissued the gift card and it should arrive within 10-business days 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 ***
August 30, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bernard T*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a recent
dishwasher repair First, we would like to apologize to Mr*** for failing his expectations in regard to his recent service callWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Since there appears to have been a misunderstanding regarding the labor charges for Mr***’s second repair, we have processed a refund of the initial service call - $73.60, for customer satisfaction. Mr*** should see a credit post to his Visa account ending in *** within the next five to seven business days. With that said, since we have processed a refund for more than Mr*** requested ($rather than $59.00); 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
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,
Tim O***
Complaint: ***
I am rejecting this response because: The response is incorrect and illogical. I hired Sears to do a job which was not completed as agreed upon by BOTH partiesI hired Sears to reface my cabinets, install drawers into an existing island, shorten the height of the island and SHORTEN the countertop on the island (not EXTEND the countertop, please get your facts straight) Sears said they could perform all of these services and would do so professionally If Sears could not perform these services they should not have committed to the job.Why didn't the salesman or installers tell me the drawers wouldn't work? If I was speaking with "professionals," as Sears advertises they are, then they should have advised me that this could not be doneIf someone would have said it could not be done I would not have hired sears to do the job for $14KIt is illogical for you to say that it is my fault the drawers do not workI hired YOU to do the job which was not completed as agreed upon.It is now months since you installed the drawers and we are still going back and forthDo what is right and refund me for the cost of installing the drawers as well as for me to be able to hire a Professional to fix it
Sincerely,
Juan ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 94*** - Rebecca ***
Dear Ms***,
We have completed the investigation of Ms
***'s complaint regarding her recent online order
We would first like to apologize for any inconvenience Ms*** may have experiencedWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have sent feedback to Sears Online Solutions for not resolving this matter when Ms*** initially called in regarding this matterOur records show that Customer Solutions issued 40,Shop Your Way Reward points on June 23, 2015, for the refund of $and for the delay in receiving the refundFinally, we have processed the remaining refund of $back to Ms***'s Visa debit card ending in The credit should reflect in her account within to business daysAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms***'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
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,
Evelyn M***
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9*** - Enyina ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding the service on his refrigerator
After reviewing the service
history and discussing the issue with our service department we have authorized a replacement of the refrigeratorMr*** had been informed of this offer and has been provided with the necessary information to select a new refrigeratorHe understands that once he makes his selection we will process the replacement in my officeAt this time we are waiting for Mr*** to make his selection and he has been provided with my direct contact informationSince it was our understanding that this resolution met with Mr***'s approval, we have closed our file
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
512*** direct
Vanessa.L.***@searshc.com
March 31,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to return
her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms*** was provided clearly states the following: Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or an associate for detailsMs*** could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsPlease see our return policy exceptions & special terms below…” Since Ms*** made her purchase on December 17, 2016, and then attempted to return it on March 1, she was clearly over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
October 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94573458- Alan *** ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding his water heater and his request for a
replacement
The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn 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 customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptionsIt 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 propertyThe 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 decisionOur records indicate that Mr*** chose not to purchase any extended warranty coverage; therefore, any cost not covered by his manufacturer' warranty would be his responsibility
As clarification, Mr***'s owner's manual specifically states that any parts costs would be covered through the sixth year of ownership, but any labor costs would be at the consumer's expenseFurthermore, the only stipulation for replacement according to that warranty is if a tank leak was found, but that was not the case in this instanceIn fact, our technician merely noted that the inlet and outlet lines were leakingThe water lines are not a part of the unit itself; they are a part of Mr***'s plumbingFurthermore, our installation services are guaranteed for one year from the date of service and it has now been almost six years since the work was doneAlso, consumers are presented with a Certificate of Completion (COC) where they are asked to inspect the work done and indicate that they are satisfied prior to the contractor leaving their property and we have Mr***'s on file with his signature clearly visibleFinally, we want note that rust is not covered by the manufacturer's warrantyFor these reasons, we will be unable to grant Mr***'s requestAs a courtesy, we are willing to discount the purchase of a new water heater form Sears by 20% off if Mr*** is interested in purchasing a new with the aforementioned discount attached, I may be reached via email at the address listed belowThis offer is only valid for days from the date of this letter; after that, it will be null and voidSince we are unable to grant Mr***'s request as we noted above, we respectfully ask that this matter be considered closed
We apologize to Mr*** we 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
Tammie.***@searshc.com
*** ***
Revdex.com: we are pleased with getting our money back however we will be closing our Sears account as this should not have been the way to get our money backThank and hope you look into removing this company from your website.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Todd ***
Complaint:
I am rejecting this response because:Other than absolutely offering no viable solution, you have continued Sear's campaign of blaming the consumer for a defective productPerhaps if I hadn't been painstakingly careful with my range for as long as I've owned it this issue would have occurred in that magical first year of warrantyYou state "what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass." I understand this is a standard response as I've seen it time and time again when other customers have had this issueTo that I remind you that this was the outer glass of the oven and it is physically impossible to drop something on it, hit it with an oven rack, or rest anything on itThat leaves only the "bumping into the door with something hard" optionI'm fairly certain that I would remember anything hitting my oven doorOr maybe it was a ghost as your service rep suggested. It is laughable that you would actually attack the fact that I did my research before filing this complaintYou presume to know why the is so prevalent to meIt is so prevalent because whether it is the model number or the source code, it is the biggest failing oven out thereYou claim "there are plenty more listed under other manufacturers" and you are correctHowever, their numbers aren't even close to yours, since March of 2011! (http://www.thesafetyinstitute.org/?s=kenmore) Other manufacturers have numbers closer to and they deal with the issue rather than blame the customer. We no longer live in an age where the consumer is left to think it's their fault, it's just a flukeNo, we live in a day and age where the consumer can connect with all other people this has happened to and take actionWe also no longer live in a time where Sears and Kenmore are known for standing behind their productsPerhaps you'd like to stand in front of one of these shattering ovensI'm just fortunate that mine wasn't on and no one got hurt, unlike the several accounts I have foundDo what is right and warn your customers before it happens to themCorrect the issue when it happens and stop blaming consumers for buying and using your flawed products!
Sincerely,
Stefanie ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** *** ***
Complaint: ***
I am rejecting this response because: Sears' response assumes that the sale price is actually a saleThe original complaint specified that it was not in fact a sale, but a price that matches previous prices not listed as a saleTherefore, the only difference between this price and previous prices is that this time it was listed as "Online Only."
Sincerely,
Andrew ***
June 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
*** *** Store General Manager for Kmart Unit *** provided the following response: After reviewing the complaint filed, we sent an email correspondence to Mr*** apologizing for his inconvenience with the online orderWe offered to honor the additional $discount of the price of the Smoke Hollow GrillWe gave Mr*** the option to order online and we would make the adjustment after the purchase or he could purchase in store and we would apply the discount at the time of purchaseWe asked that Mr*** contact us in order for our store to make arrangementsShould Mr*** have any questions, he may contact our store directly at (*** ***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title:***
July 29,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of
Mr.***'s complaint regarding his washer
First, we would like to apologize to Mr.*** for failing his expectations when he recently purchased a washer from SearsUpon researching Mr.***'s concerns, we found that he was assisted by our escalated customer service group, Executive Customer Relations (ECR)*** *** with ECR arranged for an in-warranty replacement for Mr.***Our records show that the exchange was processed on July 24, 2015, and the new unit was delivered on July 25, Since Mr.*** has received his requested resolution, a new washer, 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
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes they did swap the washer but only after they scheduled me a sooner appointment and then the day of my appointment at the end if my appointment time range I received a automated phone call telling me to call them back to reschedule which I did and then they advised me that I would have to wait nearly days to the next appointment which they could not provide me with a reason of the cancelling to begin withSears as a company has always been the place to shop for me but with their out of the country help desk and service they provide I will definately have to reconsider future purchases at all stores before just going straight to sears
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have been unable to complete the investigation of MsC*** complaintWe would first like to point out that
*** ** *** Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsC*** contractOn receipt of MsC*** complaint we reached out to CCHS to contact and assist MsC*** as the obligor of the warrantyMsT*** F*, Case management specialist with CCHS has tried multiple times to contact MsC*** but has not been able to do so despite leaving messagesIf MsC*** is still in need of assistance she need only contact MsF* directly at (*** *** *** *** we will consider MsC*** matter closed, pending her responseWe apologize to MsC*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. Upon researching Ms*** complaint, we found that she has had three repairs completed within the last months. The last repair was completed on March 15, 2017, with the installation of a control board Per the terms of Ms*** Master Protection Agreement (MPA) that she purchased on November 7, 2013, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required 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 last product failure…” As we stated previously, Ms*** washer has only had three qualifying repairs to date. With that said, if Ms*** washer fails again before December 31, 2017, she can send an email to *** to initiate the replacement process. In the interim, since the repair to Ms*** washer has been completed in accordance with her MPA, 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
January 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint
regarding her inability to purchase some *** branded merchandise that was marked at an exceptionally low price online As clarification, while we strive to provide our Kmart.com customers with accurate information, including pricing, availability, and product description on all products available on Kmart.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note, that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. 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: Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellersKmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an errorKmart reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from KmartAny payments you make to Kmart for orders that are cancelled due to pricing errors will be refundedIf Ms*** wants to review all of our terms of use, they can be accessed at the bottom of our kmart.com page under “terms of use” or she can go to this link: http://www.kmart.com/en_us/customer-service/Policies/term-of-use.html With that said, Ms*** was lucky that the stores she visited where she was able to purchase the merchandise were not aware of the pricing error when she was making her purchaseHowever, as far as other sales are concerned after they were aware and are now aware, we would be unable to honor her request to purchase more merchandiseSince the merchandise in question was priced so low due to an error and this was subsequently corrected, and our denial was in accordance with our posted terms and conditions, we have closed our file 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, *** *** Team Manager, Regulatory Complaints *** *** *** *** *** ***
*** *** 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 gas rangeSears has authorized the replacement of the range noted in Ms*** complaintAll Ms*** needs to do is go to her local Sears store and advise her sales associate that her range has been approved for replacementThe sales associate will assist in ordering the range and processing the delivery/hookupSince we have authorized Ms*** range for replacement, 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 ***
Complaint: ***
I am rejecting this response because: The Warranty was sent to me by Sears but somehow they have no obligation with this nowWhen people try to use the warranty they push on you, this is what happensIt's their word against mineI don't want any further calls from Sears or their warranty companyThis filing was a total waste of my time.
Sincerely,
Kathleen H***
June 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her sewing
machine According to our records, a gift card for the value of the sewing machine or $was issued to Ms*** previouslyPerhaps it was lost in the mailRegardless, we have reissued the gift card and it should arrive within 10-business days 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 ***
August 30, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bernard T*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding a recent
dishwasher repair First, we would like to apologize to Mr*** for failing his expectations in regard to his recent service callWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Since there appears to have been a misunderstanding regarding the labor charges for Mr***’s second repair, we have processed a refund of the initial service call - $73.60, for customer satisfaction. Mr*** should see a credit post to his Visa account ending in *** within the next five to seven business days. With that said, since we have processed a refund for more than Mr*** requested ($rather than $59.00); 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
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,
Tim O***
Complaint: ***
I am rejecting this response because: The response is incorrect and illogical. I hired Sears to do a job which was not completed as agreed upon by BOTH partiesI hired Sears to reface my cabinets, install drawers into an existing island, shorten the height of the island and SHORTEN the countertop on the island (not EXTEND the countertop, please get your facts straight) Sears said they could perform all of these services and would do so professionally If Sears could not perform these services they should not have committed to the job.Why didn't the salesman or installers tell me the drawers wouldn't work? If I was speaking with "professionals," as Sears advertises they are, then they should have advised me that this could not be doneIf someone would have said it could not be done I would not have hired sears to do the job for $14KIt is illogical for you to say that it is my fault the drawers do not workI hired YOU to do the job which was not completed as agreed upon.It is now months since you installed the drawers and we are still going back and forthDo what is right and refund me for the cost of installing the drawers as well as for me to be able to hire a Professional to fix it
Sincerely,
Juan ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 94*** - Rebecca ***
Dear Ms***,
We have completed the investigation of Ms
***'s complaint regarding her recent online order
We would first like to apologize for any inconvenience Ms*** may have experiencedWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we have sent feedback to Sears Online Solutions for not resolving this matter when Ms*** initially called in regarding this matterOur records show that Customer Solutions issued 40,Shop Your Way Reward points on June 23, 2015, for the refund of $and for the delay in receiving the refundFinally, we have processed the remaining refund of $back to Ms***'s Visa debit card ending in The credit should reflect in her account within to business daysAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms***'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
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,
Evelyn M***
July 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9*** - Enyina ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding the service on his refrigerator
After reviewing the service
history and discussing the issue with our service department we have authorized a replacement of the refrigeratorMr*** had been informed of this offer and has been provided with the necessary information to select a new refrigeratorHe understands that once he makes his selection we will process the replacement in my officeAt this time we are waiting for Mr*** to make his selection and he has been provided with my direct contact informationSince it was our understanding that this resolution met with Mr***'s approval, we have closed our file
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
512*** direct
Vanessa.L.***@searshc.com
March 31,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to return
her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms*** was provided clearly states the following: Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or an associate for detailsMs*** could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsPlease see our return policy exceptions & special terms below…” Since Ms*** made her purchase on December 17, 2016, and then attempted to return it on March 1, she was clearly over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
October 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94573458- Alan *** ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding his water heater and his request for a
replacement
The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn 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 customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptionsIt 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 propertyThe 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 decisionOur records indicate that Mr*** chose not to purchase any extended warranty coverage; therefore, any cost not covered by his manufacturer' warranty would be his responsibility
As clarification, Mr***'s owner's manual specifically states that any parts costs would be covered through the sixth year of ownership, but any labor costs would be at the consumer's expenseFurthermore, the only stipulation for replacement according to that warranty is if a tank leak was found, but that was not the case in this instanceIn fact, our technician merely noted that the inlet and outlet lines were leakingThe water lines are not a part of the unit itself; they are a part of Mr***'s plumbingFurthermore, our installation services are guaranteed for one year from the date of service and it has now been almost six years since the work was doneAlso, consumers are presented with a Certificate of Completion (COC) where they are asked to inspect the work done and indicate that they are satisfied prior to the contractor leaving their property and we have Mr***'s on file with his signature clearly visibleFinally, we want note that rust is not covered by the manufacturer's warrantyFor these reasons, we will be unable to grant Mr***'s requestAs a courtesy, we are willing to discount the purchase of a new water heater form Sears by 20% off if Mr*** is interested in purchasing a new with the aforementioned discount attached, I may be reached via email at the address listed belowThis offer is only valid for days from the date of this letter; after that, it will be null and voidSince we are unable to grant Mr***'s request as we noted above, we respectfully ask that this matter be considered closed
We apologize to Mr*** we 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
Tammie.***@searshc.com
*** ***
Revdex.com: we are pleased with getting our money back however we will be closing our Sears account as this should not have been the way to get our money backThank and hope you look into removing this company from your website.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Todd ***
Complaint:
I am rejecting this response because:Other than absolutely offering no viable solution, you have continued Sear's campaign of blaming the consumer for a defective productPerhaps if I hadn't been painstakingly careful with my range for as long as I've owned it this issue would have occurred in that magical first year of warrantyYou state "what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass." I understand this is a standard response as I've seen it time and time again when other customers have had this issueTo that I remind you that this was the outer glass of the oven and it is physically impossible to drop something on it, hit it with an oven rack, or rest anything on itThat leaves only the "bumping into the door with something hard" optionI'm fairly certain that I would remember anything hitting my oven doorOr maybe it was a ghost as your service rep suggested. It is laughable that you would actually attack the fact that I did my research before filing this complaintYou presume to know why the is so prevalent to meIt is so prevalent because whether it is the model number or the source code, it is the biggest failing oven out thereYou claim "there are plenty more listed under other manufacturers" and you are correctHowever, their numbers aren't even close to yours, since March of 2011! (http://www.thesafetyinstitute.org/?s=kenmore) Other manufacturers have numbers closer to and they deal with the issue rather than blame the customer. We no longer live in an age where the consumer is left to think it's their fault, it's just a flukeNo, we live in a day and age where the consumer can connect with all other people this has happened to and take actionWe also no longer live in a time where Sears and Kenmore are known for standing behind their productsPerhaps you'd like to stand in front of one of these shattering ovensI'm just fortunate that mine wasn't on and no one got hurt, unlike the several accounts I have foundDo what is right and warn your customers before it happens to themCorrect the issue when it happens and stop blaming consumers for buying and using your flawed products!
Sincerely,
Stefanie ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** *** ***
Complaint: ***
I am rejecting this response because: Sears' response assumes that the sale price is actually a saleThe original complaint specified that it was not in fact a sale, but a price that matches previous prices not listed as a saleTherefore, the only difference between this price and previous prices is that this time it was listed as "Online Only."
Sincerely,
Andrew ***
June 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
*** *** Store General Manager for Kmart Unit *** provided the following response: After reviewing the complaint filed, we sent an email correspondence to Mr*** apologizing for his inconvenience with the online orderWe offered to honor the additional $discount of the price of the Smoke Hollow GrillWe gave Mr*** the option to order online and we would make the adjustment after the purchase or he could purchase in store and we would apply the discount at the time of purchaseWe asked that Mr*** contact us in order for our store to make arrangementsShould Mr*** have any questions, he may contact our store directly at (*** ***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title:***
July 29,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms.***
We have completed the investigation of
Mr.***'s complaint regarding his washer
First, we would like to apologize to Mr.*** for failing his expectations when he recently purchased a washer from SearsUpon researching Mr.***'s concerns, we found that he was assisted by our escalated customer service group, Executive Customer Relations (ECR)*** *** with ECR arranged for an in-warranty replacement for Mr.***Our records show that the exchange was processed on July 24, 2015, and the new unit was delivered on July 25, Since Mr.*** has received his requested resolution, a new washer, 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
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes they did swap the washer but only after they scheduled me a sooner appointment and then the day of my appointment at the end if my appointment time range I received a automated phone call telling me to call them back to reschedule which I did and then they advised me that I would have to wait nearly days to the next appointment which they could not provide me with a reason of the cancelling to begin withSears as a company has always been the place to shop for me but with their out of the country help desk and service they provide I will definately have to reconsider future purchases at all stores before just going straight to sears
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have been unable to complete the investigation of MsC*** complaintWe would first like to point out that
*, Case management specialist with CCHS has tried multiple times to contact MsC*** but has not been able to do so despite leaving messagesIf MsC*** is still in need of assistance she need only contact MsF
* directly at (*** *** *** *** we will consider MsC*** matter closed, pending her responseWe apologize to MsC*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** ** *** Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MsC*** contractOn receipt of MsC*** complaint we reached out to CCHS to contact and assist MsC*** as the obligor of the warrantyMsT*** F
March 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer and her request for a
replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. Upon researching Ms*** complaint, we found that she has had three repairs completed within the last months. The last repair was completed on March 15, 2017, with the installation of a control board Per the terms of Ms*** Master Protection Agreement (MPA) that she purchased on November 7, 2013, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required 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 last product failure…” As we stated previously, Ms*** washer has only had three qualifying repairs to date. With that said, if Ms*** washer fails again before December 31, 2017, she can send an email to *** to initiate the replacement process. In the interim, since the repair to Ms*** washer has been completed in accordance with her MPA, 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
January 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint
regarding her inability to purchase some *** branded merchandise that was marked at an exceptionally low price online As clarification, while we strive to provide our Kmart.com customers with accurate information, including pricing, availability, and product description on all products available on Kmart.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note, that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. 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: Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellersKmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an errorKmart reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from KmartAny payments you make to Kmart for orders that are cancelled due to pricing errors will be refundedIf Ms*** wants to review all of our terms of use, they can be accessed at the bottom of our kmart.com page under “terms of use” or she can go to this link: http://www.kmart.com/en_us/customer-service/Policies/term-of-use.html With that said, Ms*** was lucky that the stores she visited where she was able to purchase the merchandise were not aware of the pricing error when she was making her purchaseHowever, as far as other sales are concerned after they were aware and are now aware, we would be unable to honor her request to purchase more merchandiseSince the merchandise in question was priced so low due to an error and this was subsequently corrected, and our denial was in accordance with our posted terms and conditions, we have closed our file 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, *** *** Team Manager, Regulatory Complaints *** *** *** *** *** ***