September 28, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We completed the investigation of Ms*** complaint regarding the service she contracted on her microwave
and her request for a refund. All of our repairs come with a day guarantee and if the repair is not successful then we will return to inspect the prior repair and see if any further parts are needed while the labor would be coveredAt that point, if we have to revise our estimate and quote a price for more parts, the customer has the choice whether to proceed with the new estimate, or decline in which case we could remove any previously installed parts and issue a refund for all charges above our normally non-refundable trip/diagnostic fee of $ In Ms*** case, there appears to have been a misunderstandingInstead of scheduling her so that a tech could come out and review the repair, confirm the microwave was not working, and then uninstall any parts if she did not want to have further repairs, they scheduled someone to just pick up parts like we would do for a part that was delivered damagedHowever, since the parts had not been uninstalled there was no way for someone to just pick them up Due to the amount of time that has elapsed, we feel the parts are probably not viable now anyway, and it was clearly not Ms*** fault that they were not picked upAs such, we are willing to issue her a refund in full without retaining our trip fee or picking up the partsTo process this, we need her full *** *** account number ending with ***That way we can not only verify if any previous refunds were provided or any chargebacks accepted, but then we can credit back to her account all monies that were chargedWe do not need any expiration date or security code as just the numbers themselves are needed to do research or process a refundWe would normally have these in our system after accepting payment but we do not retain that info for a very long time to comply with Payment Card Industry standardsSince so much time has elapsed since the payment was made the information is no longer accessibleThere is also a small amount ($13.47) that was not charged that would be issued as a mailed bank check to the address where the service was performedIf this address is not a mailing address, then Ms*** can provide us with the mailing address at the same time she provides the account numberI can be reached via email at *** or via phone at ***In the interim, since we are willing to provide a full refund we have closed our file pending Ms*** response. 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 ComplaintsDirect Line: ***Email: Dana.***
Complaint: ***
I am rejecting this response because: the Sears corporation is not being honest about the ongoing issues with this manufacturer defect in this model dishwasher and similar models with the hose over the control board.I do not believe or trust their service techniciansI had a four month long issue with my gas stove purchased at the same time due to their incompetenceI hired an independent technician who has been out to service the machine twiceThis is also why I did not purchase extended warrantyI have never in my entire life dealt with such incompetence as I did with my stove issueIt is obvious Sears is no longer a company that has quality products or dependable serviceCase in point they have their own department to handle Revdex.com complaintsThe internet reviews are too numerous to countI request this complaint go on recordI believe that putting more money into this lemon of a dishwasher is unwiseI plan to replace it not repair itDon't forget all he needed parts are on bavkorderand it is unclear when they will be available againNow I'm washing my dishes by hand and have been for weeksIt's a sad situation when I dreamed of a kitchen with new stainless steel appliances for years and get Kenmore brand which I thought was top quality and much to my dismay I find they are inferior products and I would have need better off with my old appliances.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding an air conditioner purchased from SearsMr*** has returned his
air conditioner and will be receiving a refund in the next few daysWhen he is ready to purchase again, Mr*** will contact me and I will provide him with a 20% sales adjustment once the unit has been installedI have emailed Mr*** and he has my contact informationWe apologize for the inconvenience he has encountered and I will ensure Mr*** satisfaction when he repurchasesThat said, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
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 am disappointed that I had to escalate the issue to the Revdex.com in order to get a more timely resolution to the issue; thank you very much for your assistance
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
August 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** ** *** Dear Ms*** We have completed the investigation of Mrand MrsR*** complaint requesting a refund of their
refrigerator because they feel it is not being repaired under the terms and conditions of their MPAWe would note that the MPA does not specify a promised length of time to repair an appliance or a certain amount of visitsWhat it does stipulate is our No Lemon Guarantee clause that says after completed repairs for a functional failure in a month period, if a fourth visit determines that another repair is required, then a replacement could be requestedIt does state that visits to diagnose do not count so when we go out and determine parts are needed those visits do not count until the parts are installed and the repair is completedIf the parts are defective or wrong and have to be reordered, then it also does not count as a completed call until the parts are installed and the appliance is workingIn the R***’ case, we have only completed one service callOn July 13th we ordered parts and on July 18th we completed the repair and the service order was closed outThe next day the R*** called in again and a new service order was openedUnder that one we went out July 31st and ordered partsWe returned August 7th and found more parts were needed that were not orderedWe then returned August 16th and emergency ordered one more partThat part was delivered on August 18thIn the meantime, the R*** spoke to an advisor in our Customer Solutions group named D*** We reviewed D*** case notes and found that he did not promise that the refrigerator would be replacedWhat he said was that if the last attempt did not resolve the issue that they would review to see somehow if the R*** would then qualify for a replacementThis is because in addition to the terms and conditions of our MPA, we also have complaint matrixes that allow for an exception to be made when various extenuating circumstances are presentThis is outside the terms and conditions and done strictly as a courtesyUnfortunately, the R*** did not meet the conditions necessary for an exceptionAt this point they have the part, and we got their Revdex.com complaint over to the local service unit as soon as we could so that we could get the part installed as expeditiously as possibleWe were also hoping to head off the R*** buying a refrigerator elsewhere since they would not have qualified for any reimbursement of an unauthorized, non-Sears purchase and we would not have been able to resolve their complaintWhen our service unit contacted the home and spoke to MrsR*** she refused to schedule a repairAt this point we have reached an impasse as we cannot install the part without scheduling a service call, and we will not know if this part will resolve the issue without installing itIf it does not resolve the issue, and we verify this, then we would be willing to make an exception to the terms and condition and authorize a replacement; if this is done then the R*** would be given an authorization number that would allow them to put the value of a comparable replacement towards the purchase of a refrigerator at Sears. If they would like to make arrangements to have the part installed, they can contact Delores H*** back at ***In the interim, since we remain willing to install the part per the terms and conditions of the MPA and are only awaiting authorization to do so, we have closed our fileWe apologize to Mrand MrsR*** 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 Direct Line: *** Email: ***
June 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ** ***
Dear Ms***
We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the quality of her power
washer and her request to return it for a refund
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”
Since Ms*** received the replacement power washer on July 6, 2015, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualHowever, Ms***’s power washer is still within the manufacturer’s warranty which covers parts and labor for a repairMs*** can drop off the power washer at the store to be sent for a warranty repairIf our technician deems it non repairable, then it would qualify for a replacement; it does not qualify for a refundAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms***’s expectationsMs*** stated that she might not shop at Sears in the future, which we understand may cause a subsequent loss of sales and we do not take this lightlyWe can assure Ms*** that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case be closed
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
December 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his toolbox
We would like to sincerely apologize to Mr*** for this issueThere is a process in place to handle such instances expediently and with little inconvenience to the consumerSadly, it seems that process was not followed in this case we want to assure him that we will look into the matter furtherThat said, we have spoken with the manufacturer and a key has been sent to Mr*** home addressAs a conciliatory gesture, we have also added $worth of Shop Your Way Rewards (SYWR) points to his accountThese points are valid for one year from today’s dateIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because:I ended up very sick due to this, and when the bill comes from that, you will pay it Not only that, but my fridge smells horrible still Then, to top it off, your escalations team member, Debbie, thought it fine to send me information on another customer Everything from their names and address to their bank info You guys need closed for good Awful company, terrible customer service You could have easily actually replaced the fridge or taken it to be repaired elsewhere and brought a temporary fridge in for me, but you instead left me with a useless fridge for over a month This is far from over and I will seek damages
Sincerely,
*** ***
July 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: S*** W*** * * *** Dear Ms*** We have completed our investigation of MsW*** complaint regarding Sears
Carpet Cleaning It is regrettable that we failed MsW*** expectations when she recently received service through Sears Carpet CleaningWe value MsW*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we have forwarded MsW*** concerns to the appropriate management team for further review. Accordingly, MsW*** was contacted and a follappointment was scheduled for July 21, 2017. It is our understanding that the was completed and that MsW*** is satisfied with the results. With that said, since we have documented MsW*** concerns with Sears Carpet Cleaning and we have provided her with the follcleaning she requested, we ask that this matter be closed We apologize to MsW*** and we appreciate the opportunity to address this matter Sincerely, M*** L*** Regulatory Complaints Specialist
November 16, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mojisola *** - # *** Dear Ms***: We have completed the investigation of Ms*** rebuttal to our previous response After several repair attempts were made to Ms*** refrigerator, we have decided to replace the unit under her Master Protection Agreement (MPA). Based upon the features of her current refrigerator, we have determined that $2,will provide her with a comparable replacement. Ms*** can go to her local Sears today to reselect; any Blue Crew associate can assist her. Ms*** will need to provide her telephone number on file, (***) ***, to confirm the authorization. The new refrigerator will be delivered at no charge and the old unit removed. Lastly, the remaining MPA coverage will transfer to the new refrigerator. With that said, since are providing Ms*** with an equitable resolution, albeit later than expected, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # *** - Mike G** Dear *** *** We have been unable to complete the investigation of MrG*** complaint regarding a repair for his rangeThe number MrG**
provided does not allow us to leave a voice massage and each time we have called we get the message: “Your party is not answering, please try your call again”We have sent an email to MrG** at the email address provided in his complaint and are currently waiting for a reply If MrG** still requires assistance, he can contact me via email at *** or via phone at *** In the interim, we will consider MrG*** complaint closed, pending his responseWe apologize to MrG** 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, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his mattress
As clarification, the mattress Mr*** ordered, the *** Chisholm Firm, is inches highHowever, if it is not measured properly, it can seem much shorter The profile is measured from bottom of mattress to the crown of the mattress, not height of border onlyWe are willing to provide Mr*** with a 30% discount to keep the item as-isHowever, if he does not want to accept that, we can provide him with a refund as he has requestedShould Mr*** wish to accept either offer, he may contact me via email during business hours at *** In light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
January 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the delay in receiving her
refund for the item that was cancelled on her online order
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe reached out to Chaz *** Store Manager for Store *** to assist with Ms*** concernHe researched and discovered that Ms*** should have been refunded $worth of Shop Your Way Reward pointsHe contacted Ms*** and advised her that he would issue the refundHe also offered to add an additional $worth of reward points to her account for the inconvenience; she accepted the offerWith that being said, since we have addressed the issue brought forth in Ms*** complaint, 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
*** ***
***
July 21,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste ***
Chicago, IL
Our File No: 185***
Revdex.com Case #: 94***3/***
Via: Revdex.com Website
Dear Ms***,
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your
inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
Pursuant to Ms***'s request, we returned to her home and confirmed that her TXV valve was responsible for the cooling difficulties within the homeOn July 10th and July 13th we visited Ms***'s home and injected an additive to the HVAC unit to restore her TXV to working orderMs*** has confirmed that her unit is now working fine
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at 800-*** x *** or via email at Heather***@searshomepro.com
Sincerely,
Heather ***
SHIP/HI Regulatory Complaint Specialist
cc: Yvonne *** via UPS Ground signature required
May 10, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: * *** *** ** *** Dear Ms*** We have completed our
investigation of Ms*** complaint regarding her recent purchase As Ms*** requested, the contract for her range was canceled on May 4, and a refund amounting to $was issued to her *** *** According to our records, Ms*** has also been provided with $worth of Shop Your Way Rewards points in connection with this issueOur delivery team provided $and after the local Store Manager *** *** spoke with Ms***, she added another $ As far as the alleged damage to her home is concerned, a claim has been failed with the carrier and she should be contacted shortly if she has not already for handlingIn light of the aforementioned information, 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*** Tell us why here
October 30, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re* *** * *** ** *** Dear Ms*** We have been unable to complete the investigation of Mr*** complaint regarding the
microwave and his request to have Sears uninstall the product and install the replacement After reviewing the notes in Mr*** order, we found that he had previously been in contact with Customer Solutions, Sears’ escalated complaint departmentCustomer Solutions explained that since Mr*** did not originally pay for installation with Sears then he would have to pay to have the microwave uninstalled and installation of the new unitWe have attempted to contact Mr***, but have not received a response to the email correspondence we sent to himWe explained that since the product was defective, we understood this was not his faultTherefore, we offered to reimburse him for basic installation through SearsMr*** will need to contact Sears Installation at *** *** and pay for installationOnce he has completed this step then we would only need his purchase receipt so that we can process the reimbursement of a maximum amount of $If Mr*** still requires assistance, he is welcome to contact me via email at *** In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Jill ***
September 28, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We completed the investigation of Ms*** complaint regarding the service she contracted on her microwave
and her request for a refund. All of our repairs come with a day guarantee and if the repair is not successful then we will return to inspect the prior repair and see if any further parts are needed while the labor would be coveredAt that point, if we have to revise our estimate and quote a price for more parts, the customer has the choice whether to proceed with the new estimate, or decline in which case we could remove any previously installed parts and issue a refund for all charges above our normally non-refundable trip/diagnostic fee of $ In Ms*** case, there appears to have been a misunderstandingInstead of scheduling her so that a tech could come out and review the repair, confirm the microwave was not working, and then uninstall any parts if she did not want to have further repairs, they scheduled someone to just pick up parts like we would do for a part that was delivered damagedHowever, since the parts had not been uninstalled there was no way for someone to just pick them up Due to the amount of time that has elapsed, we feel the parts are probably not viable now anyway, and it was clearly not Ms*** fault that they were not picked upAs such, we are willing to issue her a refund in full without retaining our trip fee or picking up the partsTo process this, we need her full *** *** account number ending with ***That way we can not only verify if any previous refunds were provided or any chargebacks accepted, but then we can credit back to her account all monies that were chargedWe do not need any expiration date or security code as just the numbers themselves are needed to do research or process a refundWe would normally have these in our system after accepting payment but we do not retain that info for a very long time to comply with Payment Card Industry standardsSince so much time has elapsed since the payment was made the information is no longer accessibleThere is also a small amount ($13.47) that was not charged that would be issued as a mailed bank check to the address where the service was performedIf this address is not a mailing address, then Ms*** can provide us with the mailing address at the same time she provides the account numberI can be reached via email at *** or via phone at ***In the interim, since we are willing to provide a full refund we have closed our file pending Ms*** response. 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 ComplaintsDirect Line: ***Email: Dana.***
Complaint: ***
I am rejecting this response because: the Sears corporation is not being honest about the ongoing issues with this manufacturer defect in this model dishwasher and similar models with the hose over the control board.I do not believe or trust their service techniciansI had a four month long issue with my gas stove purchased at the same time due to their incompetenceI hired an independent technician who has been out to service the machine twiceThis is also why I did not purchase extended warrantyI have never in my entire life dealt with such incompetence as I did with my stove issueIt is obvious Sears is no longer a company that has quality products or dependable serviceCase in point they have their own department to handle Revdex.com complaintsThe internet reviews are too numerous to countI request this complaint go on recordI believe that putting more money into this lemon of a dishwasher is unwiseI plan to replace it not repair itDon't forget all he needed parts are on bavkorderand it is unclear when they will be available againNow I'm washing my dishes by hand and have been for weeksIt's a sad situation when I dreamed of a kitchen with new stainless steel appliances for years and get Kenmore brand which I thought was top quality and much to my dismay I find they are inferior products and I would have need better off with my old appliances.
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding an air conditioner purchased from SearsMr*** has returned his
air conditioner and will be receiving a refund in the next few daysWhen he is ready to purchase again, Mr*** will contact me and I will provide him with a 20% sales adjustment once the unit has been installedI have emailed Mr*** and he has my contact informationWe apologize for the inconvenience he has encountered and I will ensure Mr*** satisfaction when he repurchasesThat said, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
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 am disappointed that I had to escalate the issue to the Revdex.com in order to get a more timely resolution to the issue; thank you very much for your assistance
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
August 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** ** *** Dear Ms*** We have completed the investigation of Mrand MrsR*** complaint requesting a refund of their
refrigerator because they feel it is not being repaired under the terms and conditions of their MPAWe would note that the MPA does not specify a promised length of time to repair an appliance or a certain amount of visitsWhat it does stipulate is our No Lemon Guarantee clause that says after completed repairs for a functional failure in a month period, if a fourth visit determines that another repair is required, then a replacement could be requestedIt does state that visits to diagnose do not count so when we go out and determine parts are needed those visits do not count until the parts are installed and the repair is completedIf the parts are defective or wrong and have to be reordered, then it also does not count as a completed call until the parts are installed and the appliance is workingIn the R***’ case, we have only completed one service callOn July 13th we ordered parts and on July 18th we completed the repair and the service order was closed outThe next day the R*** called in again and a new service order was openedUnder that one we went out July 31st and ordered partsWe returned August 7th and found more parts were needed that were not orderedWe then returned August 16th and emergency ordered one more partThat part was delivered on August 18thIn the meantime, the R*** spoke to an advisor in our Customer Solutions group named D*** We reviewed D*** case notes and found that he did not promise that the refrigerator would be replacedWhat he said was that if the last attempt did not resolve the issue that they would review to see somehow if the R*** would then qualify for a replacementThis is because in addition to the terms and conditions of our MPA, we also have complaint matrixes that allow for an exception to be made when various extenuating circumstances are presentThis is outside the terms and conditions and done strictly as a courtesyUnfortunately, the R*** did not meet the conditions necessary for an exceptionAt this point they have the part, and we got their Revdex.com complaint over to the local service unit as soon as we could so that we could get the part installed as expeditiously as possibleWe were also hoping to head off the R*** buying a refrigerator elsewhere since they would not have qualified for any reimbursement of an unauthorized, non-Sears purchase and we would not have been able to resolve their complaintWhen our service unit contacted the home and spoke to MrsR*** she refused to schedule a repairAt this point we have reached an impasse as we cannot install the part without scheduling a service call, and we will not know if this part will resolve the issue without installing itIf it does not resolve the issue, and we verify this, then we would be willing to make an exception to the terms and condition and authorize a replacement; if this is done then the R*** would be given an authorization number that would allow them to put the value of a comparable replacement towards the purchase of a refrigerator at Sears. If they would like to make arrangements to have the part installed, they can contact Delores H*** back at ***In the interim, since we remain willing to install the part per the terms and conditions of the MPA and are only awaiting authorization to do so, we have closed our fileWe apologize to Mrand MrsR*** 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 Direct Line: *** Email: ***
June 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ** ***
Dear Ms***
We have completed the investigation of Ms***’s complaint regarding her dissatisfaction with the quality of her power
washer and her request to return it for a refund
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”
Since Ms*** received the replacement power washer on July 6, 2015, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return periodWe would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualHowever, Ms***’s power washer is still within the manufacturer’s warranty which covers parts and labor for a repairMs*** can drop off the power washer at the store to be sent for a warranty repairIf our technician deems it non repairable, then it would qualify for a replacement; it does not qualify for a refundAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms***’s expectationsMs*** stated that she might not shop at Sears in the future, which we understand may cause a subsequent loss of sales and we do not take this lightlyWe can assure Ms*** that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case be closed
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
December 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his toolbox
We would like to sincerely apologize to Mr*** for this issueThere is a process in place to handle such instances expediently and with little inconvenience to the consumerSadly, it seems that process was not followed in this case we want to assure him that we will look into the matter furtherThat said, we have spoken with the manufacturer and a key has been sent to Mr*** home addressAs a conciliatory gesture, we have also added $worth of Shop Your Way Rewards (SYWR) points to his accountThese points are valid for one year from today’s dateIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because:I ended up very sick due to this, and when the bill comes from that, you will pay it Not only that, but my fridge smells horrible still Then, to top it off, your escalations team member, Debbie, thought it fine to send me information on another customer Everything from their names and address to their bank info You guys need closed for good Awful company, terrible customer service You could have easily actually replaced the fridge or taken it to be repaired elsewhere and brought a temporary fridge in for me, but you instead left me with a useless fridge for over a month This is far from over and I will seek damages
Sincerely,
*** ***
July 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: S*** W*** * * *** Dear Ms*** We have completed our investigation of MsW*** complaint regarding Sears
Carpet Cleaning It is regrettable that we failed MsW*** expectations when she recently received service through Sears Carpet CleaningWe value MsW*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we have forwarded MsW*** concerns to the appropriate management team for further review. Accordingly, MsW*** was contacted and a follappointment was scheduled for July 21, 2017. It is our understanding that the was completed and that MsW*** is satisfied with the results. With that said, since we have documented MsW*** concerns with Sears Carpet Cleaning and we have provided her with the follcleaning she requested, we ask that this matter be closed We apologize to MsW*** and we appreciate the opportunity to address this matter Sincerely, M*** L*** Regulatory Complaints Specialist
November 16, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mojisola *** - # *** Dear Ms***: We have completed the investigation of Ms*** rebuttal to our previous response After several repair attempts were made to Ms*** refrigerator, we have decided to replace the unit under her Master Protection Agreement (MPA). Based upon the features of her current refrigerator, we have determined that $2,will provide her with a comparable replacement. Ms*** can go to her local Sears today to reselect; any Blue Crew associate can assist her. Ms*** will need to provide her telephone number on file, (***) ***, to confirm the authorization. The new refrigerator will be delivered at no charge and the old unit removed. Lastly, the remaining MPA coverage will transfer to the new refrigerator. With that said, since are providing Ms*** with an equitable resolution, albeit later than expected, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: # *** - Mike G** Dear *** *** We have been unable to complete the investigation of MrG*** complaint regarding a repair for his rangeThe number MrG**
provided does not allow us to leave a voice massage and each time we have called we get the message: “Your party is not answering, please try your call again”We have sent an email to MrG** at the email address provided in his complaint and are currently waiting for a reply If MrG** still requires assistance, he can contact me via email at *** or via phone at *** In the interim, we will consider MrG*** complaint closed, pending his responseWe apologize to MrG** 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, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his mattress
As clarification, the mattress Mr*** ordered, the *** Chisholm Firm, is inches highHowever, if it is not measured properly, it can seem much shorter The profile is measured from bottom of mattress to the crown of the mattress, not height of border onlyWe are willing to provide Mr*** with a 30% discount to keep the item as-isHowever, if he does not want to accept that, we can provide him with a refund as he has requestedShould Mr*** wish to accept either offer, he may contact me via email during business hours at *** In light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Complaint: ***
I am rejecting this response because:
Sincerely,
Marilyn M***
January 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the delay in receiving her
refund for the item that was cancelled on her online order
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe reached out to Chaz *** Store Manager for Store *** to assist with Ms*** concernHe researched and discovered that Ms*** should have been refunded $worth of Shop Your Way Reward pointsHe contacted Ms*** and advised her that he would issue the refundHe also offered to add an additional $worth of reward points to her account for the inconvenience; she accepted the offerWith that being said, since we have addressed the issue brought forth in Ms*** complaint, 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
*** ***
***
Complaint:
I am rejecting this response because:
Sincerely,
Tamaira ***
July 21,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste ***
Chicago, IL
Our File No: 185***
Revdex.com Case #: 94***3/***
Via: Revdex.com Website
Dear Ms***,
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your
inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
Pursuant to Ms***'s request, we returned to her home and confirmed that her TXV valve was responsible for the cooling difficulties within the homeOn July 10th and July 13th we visited Ms***'s home and injected an additive to the HVAC unit to restore her TXV to working orderMs*** has confirmed that her unit is now working fine
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at 800-*** x *** or via email at Heather***@searshomepro.com
Sincerely,
Heather ***
SHIP/HI Regulatory Complaint Specialist
cc: Yvonne *** via UPS Ground signature required
May 10, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: * *** *** ** *** Dear Ms*** We have completed our
investigation of Ms*** complaint regarding her recent purchase As Ms*** requested, the contract for her range was canceled on May 4, and a refund amounting to $was issued to her *** *** According to our records, Ms*** has also been provided with $worth of Shop Your Way Rewards points in connection with this issueOur delivery team provided $and after the local Store Manager *** *** spoke with Ms***, she added another $ As far as the alleged damage to her home is concerned, a claim has been failed with the carrier and she should be contacted shortly if she has not already for handlingIn light of the aforementioned information, 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*** Tell us why here
October 30, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re* *** * *** ** *** Dear Ms*** We have been unable to complete the investigation of Mr*** complaint regarding the
microwave and his request to have Sears uninstall the product and install the replacement After reviewing the notes in Mr*** order, we found that he had previously been in contact with Customer Solutions, Sears’ escalated complaint departmentCustomer Solutions explained that since Mr*** did not originally pay for installation with Sears then he would have to pay to have the microwave uninstalled and installation of the new unitWe have attempted to contact Mr***, but have not received a response to the email correspondence we sent to himWe explained that since the product was defective, we understood this was not his faultTherefore, we offered to reimburse him for basic installation through SearsMr*** will need to contact Sears Installation at *** *** and pay for installationOnce he has completed this step then we would only need his purchase receipt so that we can process the reimbursement of a maximum amount of $If Mr*** still requires assistance, he is welcome to contact me via email at *** In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Jill ***