Complaint: ***
I am rejecting this response because:I no longer wish to do business's with Sears I would prefer to be refunded in FULL...to include the additional money we paid for an extended service warranty I was contacted today regarding this and was told that the extended service warranty would be transferred to the new refrigerator "for the remaining time" left on the warranty As far as I'm concerned the extended service contract should restart the day the new refrigerator is delivered This has been an awful experience Any other business would have given us the option of a refund I would prefer a full refund and have refrigerator picked up at Sears' cost. I no longer wish to have any association with Sears at this point We can buy a new refrigerator somewhere else.We have spent over $on ice We have taken multiple days off from work and lost valuable weekend time off with our family to accommodate Sears' schedule I am done with Sears Please refund our money so we can move forward.Please advise.Thank you,Kylie ***
Sincerely,
Kylie ***
December 21, *** *** 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 to be refunded for the product
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. While a refund of her washer is not an option, as she is outside the 30-day return policy, she is entitled to a full refund of her Master Protection Agreement (MPA) while the one-year manufacturer’s warranty is in effect. In other words, Ms*** cancel her MPA without penalty until February 23, 2016, if she is still dissatisfied with Sears Home ServicesAs to the repair of her washer, it is our understanding that a Sears technician installed the parts that were previously ordered on December 17, 2015; completing the repair. Furthermore, we would like to assure Ms*** that we do not take her concerns lightly and we have documented her valuable feedback. With that said, since we have completed the repair to Ms***’s washer, albeit later than expected, and registered her concerns with the repair process, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
August 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of MsC*** complaint regarding her dissatisfaction with the delay in receiving her refund
for the duplicate charge when she purchased a range at our hometown store
We researched MsC***’s account and were unable to locate the purchase she made on July 10, We contacted MsC*** and requested a copy of the purchase receiptMsC*** confirmed that her bank already reimbursed herShe reiterated her dissatisfaction that Sears had not assisted herWe apologize for any inconvenience that this issue may have caused MsC***We want to assure MsC*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWith that being said, since MsC*** has confirmed that her issue has been resolved, we have closed our file
We apologize to MsC*** 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
*** *** ***
September 23,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # 94***- Heidi L Stavris
Dear Ms***:
We have completed the investigation of Ms***s rebuttal to our response regarding her dissatisfaction that her snow th***r cannot be located after she was notified that it was ready for pick up
Our records indicate that on July 16, we attempted to contact Ms*** to provide her the authorization information for the replacement of her snow th***rSince we were not able to make contact, we left a voicemail with the informationWe apologize if she did not receive the message
Upon receipt of Ms*** rebuttal, we made another attempt to contact Ms*** Since we were not able reach her again, we also emailed her the authorization information for the replacement snow th***rMs*** has $to reselect another snow tractor from SearsShe can provide her phone number to the sales associate at her local Sears store and we will be able to pull up Ms*** authorization informationMs*** has days to reselectWe respectfully ask that this matter be closed, since the requested resolution has been provided
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,
Matilda ***
Regulatory Claims Specialist
Sears Holdings Corporation
***
matilda.***@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 me.
I was finally impressed by Sears response, especially with the replacement of the part vsjust defrosting again. Also, it was generous for Sears to include the additional year warranty. Thank you for your assistance
Sincerely,
*** ***
April 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the refund amount he was issued
when he returned a pair of boots that he purchased online
Upon receipt of Mr*** complaint we reviewed his online order for the purchase of the bootsThe retail price of the boots that Mr*** purchased were $However, Mr*** was issued a 10% discount on the boots and his final sale price was $We would like to note that our return policy states, that refunds will be issued in the same form as the original method of paymentOur records indicate that for his boot order, Mr*** paid $on his *** card and $using reward points from his Shop Your Way Rewards (SYWR) account; for a total of $
As clarification, SYWR members can earn points with qualifying purchases, which they can use on future purchasesThe SYWR policy on returns states, “Any Points you earn on a Program-Eligible Purchase are deducted from your Points account if you return the merchandise, or cancel the service, comprising that Program Eligible Purchase, even if: (i) you have redeemed those Points prior to the return or cancellation, (ii) some or all of the Points deducted from your account are not related to the Program Eligible Purchase for which such return or cancellation is made, and (iii) the deduction from your Points account results in a negative Points balanceIn the event that the number of Points that could be deducted from your Points account as a result of a return or cancellation exceeds your current Points account balance, Company reserves the right to determine the Redemption Value of the Points shortfall and reduce the amount of your refund or credit for such return or cancellation by such Redemption Value.”
In Mr*** case, he earned $worth of rewards points when he purchased the boots on this orderWhen Mr*** returned the boots to the store, the $worth of rewards points that he had earned with the purchase of the boots had been redeemed and his SYWR rewards account was in a negative balanceTherefore, the $worth of rewards points he earn on his order were deducted from the credit issued:
Retail price of $
- $(for the discount that was applied)
- $(points) were issued to his SYWR account
- $(points) reduced amount from his refund for reward points that were redeemed
Refund amount due: $
On January 20, we issued Mr*** a credit of $to his *** card ending in *** (receipt attached)With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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 Complaint Specialist
Sears Holdings Corporation
*** *** ***
February 27,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the multiple service calls on his lawn mower and his
request for a refund of the mower and his protection agreement
Before going further, we would like to note that Mr*** has a Repair Protection Agreement (RPA) that only entitles him to a replacement if unit is non repairable or the parts are no longer available to complete the repairIt specifically states, “We have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable product”We have researched Mr*** service history, and under the aforementioned terms, he did not meet the criteria for replacement
As clarification, Mr*** purchased the lawn mower on April 23, and our records indicate that the lawn mower did not have any service related issues until a week before the warranty expiredAccording to our records, the first service order is dated April 15, which was repaired under the manufacturer’s warrantyOur technician rebuilt the carburetor and the repair was completed on April 21, Six months later on November 28, 2016, Mr*** dropped off the mower for repair again because it would not startOur technician performed an ultrasonic cleaning on the carburetor and lines to clean out debris; the repair was completed on December 28, At this time, the lawn mower does not qualify for an exchangeIf the lawn mower is not working, Mr*** must send it in for repairIf our technician deems it non repairable, then it will be replaced; not refunded
We would also like to note, that Mr*** can cancel his protection agreement at any time by calling our contract department at (*** to request a cancellation and receive a pro-rated refund on the protection agreementWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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 Complaint Specialist
Sears Holdings Corporation
*** *** ***
January 25,
*** *** 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
a television
Upon receipt of Ms*** complaint we reached out to *** ***, Store Manager for Store *** to assist with her concernsAs a one-time courtesy, Mr*** contacted Ms*** and offered to return the television with a 15% restocking fee and she would be issued store credit; she accepted the offerWith that being said, since we have provided Ms*** with her requested resolution, we have closed our file
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
*** *** ***
February 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with
our customer service and non-receipt of her sears.com order It is unfortunate that we failed Mrs*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our store manager contacted Mrs*** to discuss her concerns and confirmed that she received her order. At this time, we can only reiterate that we truly regret any inconvenience Mrs*** 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 Mrs*** comments and the requested 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 *** *** *** ***
November 10, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** *** * * *** *** ***We have
completed our investigation *** *** complaint regarding her
dissatisfaction with Sears Home
Services.First,
we would like to apologize to *** *** for failing her expectations in regard
to the repair of her washerAdditionally,
we would like to assure *** *** that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and we have forwarded *** *** concerns to
the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the
customer service/scheduling issues outlined within *** *** complaint, so
that future problems can be averted. On November 9, 2015, the
technician returned to *** *** home to install a new outer tub. Once the outer tub was installed, the washer
was tested and found to be operating properlyAgain, we sincerely regret any
inconvenience *** *** may have experienced due to the delay in repairing her
refrigerator Unfortunately, the tub
that was originally ordered on October 27, 2015, had to be reordered on
November 4, 2015, when it arrived damaged.
*** *** was issued a $gift card on October 25, 2015, for
customer satisfaction and as a final conciliatory gesture, our office processed
a second $gift card that she should receive within the next two weeksWith
that said, since we have completed the repair to *** *** washer, albeit
later than expected, and documented her concerns with the repair process, we
ask to have this matter closed.Again,
we apologize to *** *** and we appreciate the opportunity to address this
matterSincerely,*** *** *** ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Eva M *** Dear Ms***: We have completed our investigation of Ms***’ complaint regarding her Recalled Samsung washer We understand that Ms
*** is upset that her Samsung washer was recalled in November Ms*** alludes that Sears knowingly sold and service a product that was recalledWe would like to point out that Sears is not the manufacture of Samsung products nor would we have been involved with the CPSC recall process and in fact were notified of the recall at the same time consumers were notified, November With that being said our records show that Ms*** purchased her Sears Appliance Warranty on May 28, and it is still activeThe last time the Samsung washer was serviced by Sears under the Appliance warranty was on June 11, 2016, five months before the recall was announced The Appliance Warranty covers all Ms***’ major appliances not just her washer but if the washer is the reason she purchased the service warranty we suggest she address this with Samsung directly, as the manufacture of the washer it is possible that Samsung would address this issue especially with the flooding of her basement that she states was due to the Samsung washerIf Ms*** feels that the Sears Appliance Warranty no longer has value to her she need only contact the benefits office and request a cancellationBut we are not able to honor her request for a refund of the last months of coverage when services were rendered under that service agreementSince we have explained why we are not able to honor Ms*** request for a refund of months of service coverage we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be satisfactory to me IF the business does what they say they will do I have left a message for Ms*** and am awaiting a call from her My past history with Sears is that they promise one thing and do not follow through So please do NOT close this complaint file until they have actually made the refund that they now say they are willing to doThank you!
Sincerely,
Elizabeth ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed our investigation of Mr*** complaint regarding the service repair time for his mower We apologize for the
delay is service that Mr*** experiencedThe store has moved forward with a replacement of the mower and *** *** *** contacted Mr*** and informed him of this informationAs of June 27, Mr*** has not picked up his replacement mower, he need only go to the merchandise pick up warehouse at the Billings store to pick up the new mowerSince we have moved forward with a replacement for Mr*** and are only waiting for him to pick it up we have closed our case We apologize to Mr*** 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 *** *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I saw no signs at the register and the cashier made no mention of the policy, I didn't rerun I only wanted to exchangeI deal with *** they always honor returnsI will no longer shop at Sears with this horrible policy and will share that with friends
Initial Business Response /* (1000, 5, 2015/06/04) */
June 4,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** ***
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding the
cancelation of his recent order
As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.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 orderFor 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 storeIf 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 storesWith 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 oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case Mr*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
So this means that whether the merchandise was in stock or not, since it was clearly a pricing error we would not have been obligated to fulfill Mr***'s orderHowever, he should receive the gift card he was promisedUpon review, it appears that the gift was not sent on the last occasion due to a processing errorWe apologize to Mr*** for the delay and any inconvenience he may have experienced as a resultThat said, we have arranged for the gift card to be expedited and sent to him via UPS, which means he will receive it within 5-business daysAs this decision is in compliance with our posted terms and conditions of use, we have closed our file
We apologize to Mr*** appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Specialist, Regulatory Complaints
XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, Revdex.com, for finally getting this handled
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Eunice *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears has
approved the replacement of Ms***’s refrigerator per the terms of the Master Protection Agreement (MPA) covering the refrigeratorAll Ms*** needs to do is go to her local Sears store and advise her sales associate that her refrigerator has been approved for replacementThe sales associate will process the transaction for Ms***Since we have provided Ms*** with her desired resolution, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
July 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #9***- James ** ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the offer made to him for laundry reimbursement and his request to receive another $on top of the already issued $
We would first like to clarify that any offer to provide laundry reimbursement is done so as a courtesy, and is not an entitlement under the terms of the Service Smart Agreement (SSA)When it is offered, it is done so at a maximum of $a week for a period of no more than weeks, so that reimbursement never exceeds $After reviewing Mr*** sequence of events as he laid them out in his complaint, we did not feel that his request to receive the additional $was unreasonableTherefore, we have issued him a mailed bank check for $and it is being sent to the same address as noted on this complaint; it should arrive in the next 2-weeksSince we have provided Mr*** with his requested resolution, we have closed our file
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,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: 512-***
Email: Dana.***@searshc.com
Complaint: ***
I am rejecting this response because:in spending per month, what is coveredIt seems to me that the list of non covered items outweighs what is coveredThis is rediculous and I think this is deceitful practice that this company is doing
Sincerely,
*** ***
October 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Shilon A*** Dear *** *** We have completed the investigation of MrsA*** complaint regarding her recent request for
a cancellation and immediate refund of a washer and dryer Kristin E***, Store General Manager for Unit *** provided the following response: It is unfortunate that we failed MrsA*** expectations when she recently attempted to cancel her washer and dryer orderWe value MrsA*** patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this further, we confirmed that a full refund was processed on September 20, Once the check was confirmed voided and stopped, we were able to issue a cash refund that same dayFor MrsA*** records the refund receipt numbers are *** ***, *** ***, for $each and return receipt number *** for $Should MrsA*** have any future concerns, she may contact our store directly at *** *** Additionally, we hope that in the future MrsA*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MrsA*** 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, Eligia C*** 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,
Lynn G***
Complaint: ***
I am rejecting this response because:I no longer wish to do business's with Sears I would prefer to be refunded in FULL...to include the additional money we paid for an extended service warranty I was contacted today regarding this and was told that the extended service warranty would be transferred to the new refrigerator "for the remaining time" left on the warranty As far as I'm concerned the extended service contract should restart the day the new refrigerator is delivered This has been an awful experience Any other business would have given us the option of a refund I would prefer a full refund and have refrigerator picked up at Sears' cost. I no longer wish to have any association with Sears at this point We can buy a new refrigerator somewhere else.We have spent over $on ice We have taken multiple days off from work and lost valuable weekend time off with our family to accommodate Sears' schedule I am done with Sears Please refund our money so we can move forward.Please advise.Thank you,Kylie ***
Sincerely,
Kylie ***
December 21, *** *** 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 to be refunded for the product
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. While a refund of her washer is not an option, as she is outside the 30-day return policy, she is entitled to a full refund of her Master Protection Agreement (MPA) while the one-year manufacturer’s warranty is in effect. In other words, Ms*** cancel her MPA without penalty until February 23, 2016, if she is still dissatisfied with Sears Home ServicesAs to the repair of her washer, it is our understanding that a Sears technician installed the parts that were previously ordered on December 17, 2015; completing the repair. Furthermore, we would like to assure Ms*** that we do not take her concerns lightly and we have documented her valuable feedback. With that said, since we have completed the repair to Ms***’s washer, albeit later than expected, and registered her concerns with the repair process, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
August 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of MsC*** complaint regarding her dissatisfaction with the delay in receiving her refund
for the duplicate charge when she purchased a range at our hometown store
We researched MsC***’s account and were unable to locate the purchase she made on July 10, We contacted MsC*** and requested a copy of the purchase receiptMsC*** confirmed that her bank already reimbursed herShe reiterated her dissatisfaction that Sears had not assisted herWe apologize for any inconvenience that this issue may have caused MsC***We want to assure MsC*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWith that being said, since MsC*** has confirmed that her issue has been resolved, we have closed our file
We apologize to MsC*** 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
*** *** ***
September 23,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # 94***- Heidi L Stavris
Dear Ms***:
We have completed the investigation of Ms***s rebuttal to our response regarding her dissatisfaction that her snow th***r cannot be located after she was notified that it was ready for pick up
Our records indicate that on July 16, we attempted to contact Ms*** to provide her the authorization information for the replacement of her snow th***rSince we were not able to make contact, we left a voicemail with the informationWe apologize if she did not receive the message
Upon receipt of Ms*** rebuttal, we made another attempt to contact Ms*** Since we were not able reach her again, we also emailed her the authorization information for the replacement snow th***rMs*** has $to reselect another snow tractor from SearsShe can provide her phone number to the sales associate at her local Sears store and we will be able to pull up Ms*** authorization informationMs*** has days to reselectWe respectfully ask that this matter be closed, since the requested resolution has been provided
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,
Matilda ***
Regulatory Claims Specialist
Sears Holdings Corporation
***
matilda.***@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 me.
I was finally impressed by Sears response, especially with the replacement of the part vsjust defrosting again. Also, it was generous for Sears to include the additional year warranty. Thank you for your assistance
Sincerely,
*** ***
April 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the refund amount he was issued
when he returned a pair of boots that he purchased online
Upon receipt of Mr*** complaint we reviewed his online order for the purchase of the bootsThe retail price of the boots that Mr*** purchased were $However, Mr*** was issued a 10% discount on the boots and his final sale price was $We would like to note that our return policy states, that refunds will be issued in the same form as the original method of paymentOur records indicate that for his boot order, Mr*** paid $on his *** card and $using reward points from his Shop Your Way Rewards (SYWR) account; for a total of $
As clarification, SYWR members can earn points with qualifying purchases, which they can use on future purchasesThe SYWR policy on returns states, “Any Points you earn on a Program-Eligible Purchase are deducted from your Points account if you return the merchandise, or cancel the service, comprising that Program Eligible Purchase, even if: (i) you have redeemed those Points prior to the return or cancellation, (ii) some or all of the Points deducted from your account are not related to the Program Eligible Purchase for which such return or cancellation is made, and (iii) the deduction from your Points account results in a negative Points balanceIn the event that the number of Points that could be deducted from your Points account as a result of a return or cancellation exceeds your current Points account balance, Company reserves the right to determine the Redemption Value of the Points shortfall and reduce the amount of your refund or credit for such return or cancellation by such Redemption Value.”
In Mr*** case, he earned $worth of rewards points when he purchased the boots on this orderWhen Mr*** returned the boots to the store, the $worth of rewards points that he had earned with the purchase of the boots had been redeemed and his SYWR rewards account was in a negative balanceTherefore, the $worth of rewards points he earn on his order were deducted from the credit issued:
Retail price of $
- $(for the discount that was applied)
- $(points) were issued to his SYWR account
- $(points) reduced amount from his refund for reward points that were redeemed
Refund amount due: $
On January 20, we issued Mr*** a credit of $to his *** card ending in *** (receipt attached)With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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 Complaint Specialist
Sears Holdings Corporation
*** *** ***
February 27,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the multiple service calls on his lawn mower and his
request for a refund of the mower and his protection agreement
Before going further, we would like to note that Mr*** has a Repair Protection Agreement (RPA) that only entitles him to a replacement if unit is non repairable or the parts are no longer available to complete the repairIt specifically states, “We have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable product”We have researched Mr*** service history, and under the aforementioned terms, he did not meet the criteria for replacement
As clarification, Mr*** purchased the lawn mower on April 23, and our records indicate that the lawn mower did not have any service related issues until a week before the warranty expiredAccording to our records, the first service order is dated April 15, which was repaired under the manufacturer’s warrantyOur technician rebuilt the carburetor and the repair was completed on April 21, Six months later on November 28, 2016, Mr*** dropped off the mower for repair again because it would not startOur technician performed an ultrasonic cleaning on the carburetor and lines to clean out debris; the repair was completed on December 28, At this time, the lawn mower does not qualify for an exchangeIf the lawn mower is not working, Mr*** must send it in for repairIf our technician deems it non repairable, then it will be replaced; not refunded
We would also like to note, that Mr*** can cancel his protection agreement at any time by calling our contract department at (*** to request a cancellation and receive a pro-rated refund on the protection agreementWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
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 Complaint Specialist
Sears Holdings Corporation
*** *** ***
January 25,
*** *** 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
a television
Upon receipt of Ms*** complaint we reached out to *** ***, Store Manager for Store *** to assist with her concernsAs a one-time courtesy, Mr*** contacted Ms*** and offered to return the television with a 15% restocking fee and she would be issued store credit; she accepted the offerWith that being said, since we have provided Ms*** with her requested resolution, we have closed our file
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
*** *** ***
February 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with
our customer service and non-receipt of her sears.com order It is unfortunate that we failed Mrs*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our store manager contacted Mrs*** to discuss her concerns and confirmed that she received her order. At this time, we can only reiterate that we truly regret any inconvenience Mrs*** 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 Mrs*** comments and the requested 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 *** *** *** ***
November 10, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** *** * * *** *** ***We have
completed our investigation *** *** complaint regarding her
dissatisfaction with Sears Home
Services.First,
we would like to apologize to *** *** for failing her expectations in regard
to the repair of her washerAdditionally,
we would like to assure *** *** that we appreciate her valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and we have forwarded *** *** concerns to
the District Service Manager and Routing Manager for further review. We appreciate the opportunity to address the
customer service/scheduling issues outlined within *** *** complaint, so
that future problems can be averted. On November 9, 2015, the
technician returned to *** *** home to install a new outer tub. Once the outer tub was installed, the washer
was tested and found to be operating properlyAgain, we sincerely regret any
inconvenience *** *** may have experienced due to the delay in repairing her
refrigerator Unfortunately, the tub
that was originally ordered on October 27, 2015, had to be reordered on
November 4, 2015, when it arrived damaged.
*** *** was issued a $gift card on October 25, 2015, for
customer satisfaction and as a final conciliatory gesture, our office processed
a second $gift card that she should receive within the next two weeksWith
that said, since we have completed the repair to *** *** washer, albeit
later than expected, and documented her concerns with the repair process, we
ask to have this matter closed.Again,
we apologize to *** *** and we appreciate the opportunity to address this
matterSincerely,*** *** *** ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Eva M *** Dear Ms***: We have completed our investigation of Ms***’ complaint regarding her Recalled Samsung washer We understand that Ms
*** is upset that her Samsung washer was recalled in November Ms*** alludes that Sears knowingly sold and service a product that was recalledWe would like to point out that Sears is not the manufacture of Samsung products nor would we have been involved with the CPSC recall process and in fact were notified of the recall at the same time consumers were notified, November With that being said our records show that Ms*** purchased her Sears Appliance Warranty on May 28, and it is still activeThe last time the Samsung washer was serviced by Sears under the Appliance warranty was on June 11, 2016, five months before the recall was announced The Appliance Warranty covers all Ms***’ major appliances not just her washer but if the washer is the reason she purchased the service warranty we suggest she address this with Samsung directly, as the manufacture of the washer it is possible that Samsung would address this issue especially with the flooding of her basement that she states was due to the Samsung washerIf Ms*** feels that the Sears Appliance Warranty no longer has value to her she need only contact the benefits office and request a cancellationBut we are not able to honor her request for a refund of the last months of coverage when services were rendered under that service agreementSince we have explained why we are not able to honor Ms*** request for a refund of months of service coverage we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be satisfactory to me IF the business does what they say they will do I have left a message for Ms*** and am awaiting a call from her My past history with Sears is that they promise one thing and do not follow through So please do NOT close this complaint file until they have actually made the refund that they now say they are willing to doThank you!
Sincerely,
Elizabeth ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed our investigation of Mr*** complaint regarding the service repair time for his mower We apologize for the
delay is service that Mr*** experiencedThe store has moved forward with a replacement of the mower and *** *** *** contacted Mr*** and informed him of this informationAs of June 27, Mr*** has not picked up his replacement mower, he need only go to the merchandise pick up warehouse at the Billings store to pick up the new mowerSince we have moved forward with a replacement for Mr*** and are only waiting for him to pick it up we have closed our case We apologize to Mr*** 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 *** *** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I saw no signs at the register and the cashier made no mention of the policy, I didn't rerun I only wanted to exchangeI deal with *** they always honor returnsI will no longer shop at Sears with this horrible policy and will share that with friends
Initial Business Response /* (1000, 5, 2015/06/04) */
June 4,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** ***
Dear Ms***
We have completed the investigation of Mr***'s complaint regarding the
cancelation of his recent order
As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.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 orderFor 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 storeIf 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 storesWith 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 oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case Mr*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
So this means that whether the merchandise was in stock or not, since it was clearly a pricing error we would not have been obligated to fulfill Mr***'s orderHowever, he should receive the gift card he was promisedUpon review, it appears that the gift was not sent on the last occasion due to a processing errorWe apologize to Mr*** for the delay and any inconvenience he may have experienced as a resultThat said, we have arranged for the gift card to be expedited and sent to him via UPS, which means he will receive it within 5-business daysAs this decision is in compliance with our posted terms and conditions of use, we have closed our file
We apologize to Mr*** appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Specialist, Regulatory Complaints
XXX-XXX-XXXX
Email: ***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, Revdex.com, for finally getting this handled
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Eunice *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her refrigeratorSears has
approved the replacement of Ms***’s refrigerator per the terms of the Master Protection Agreement (MPA) covering the refrigeratorAll Ms*** needs to do is go to her local Sears store and advise her sales associate that her refrigerator has been approved for replacementThe sales associate will process the transaction for Ms***Since we have provided Ms*** with her desired resolution, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
July 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #9***- James ** ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the offer made to him for laundry reimbursement and his request to receive another $on top of the already issued $
We would first like to clarify that any offer to provide laundry reimbursement is done so as a courtesy, and is not an entitlement under the terms of the Service Smart Agreement (SSA)When it is offered, it is done so at a maximum of $a week for a period of no more than weeks, so that reimbursement never exceeds $After reviewing Mr*** sequence of events as he laid them out in his complaint, we did not feel that his request to receive the additional $was unreasonableTherefore, we have issued him a mailed bank check for $and it is being sent to the same address as noted on this complaint; it should arrive in the next 2-weeksSince we have provided Mr*** with his requested resolution, we have closed our file
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,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: 512-***
Email: Dana.***@searshc.com
Complaint: ***
I am rejecting this response because:in spending per month, what is coveredIt seems to me that the list of non covered items outweighs what is coveredThis is rediculous and I think this is deceitful practice that this company is doing
Sincerely,
*** ***
October 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Shilon A*** Dear *** *** We have completed the investigation of MrsA*** complaint regarding her recent request for
a cancellation and immediate refund of a washer and dryer Kristin E***, Store General Manager for Unit *** provided the following response: It is unfortunate that we failed MrsA*** expectations when she recently attempted to cancel her washer and dryer orderWe value MrsA*** patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this further, we confirmed that a full refund was processed on September 20, Once the check was confirmed voided and stopped, we were able to issue a cash refund that same dayFor MrsA*** records the refund receipt numbers are *** ***, *** ***, for $each and return receipt number *** for $Should MrsA*** have any future concerns, she may contact our store directly at *** *** Additionally, we hope that in the future MrsA*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MrsA*** 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, Eligia C*** 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,
Lynn G***