Initial Business Response /* (1000, 6, 2015/08/27) */
August 27,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Mr.*** complaint regarding his
recently purchased TV
When I contacted Mr.*** he informed me that he no longer had the TV and that he had been refunded by PayPal
It is unfortunate that we failed Mr.*** expectations with the return of his non-working TVWe value Mr.*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr.*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedSince Mr.*** no longer has the TV and has received a full refund we have closed our case
We apologize to Mr.*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm proud of Paypal and the fact they took time to handle this issueIF it was not for them I would still be waiting on Sears, they sent me an email on 8/saying they had the TV and would work on the refund in 5-daysThree weeks to pick up the TV and it would have been another two weeks prior to them refunding me
Purchased 7/25/
Arrived 8/5/
X-Just a email saying it is now being worked onPaypal found them in the wrong and refunded my money 8/21/
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
Were it not for the involvement of Mr*** *** I would not entertain the prospect of doing business with Sears in the future. He was able to have me regain my confidence in Sears. I will be purchasing from them in the future
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,
Ednita P***
July 28, 2016 *** ***
Walton Avenue
Philadelphia, PA
Our File No.: ***
Revdex.com Case # ***
Via: First Class Mail
Dear Ms***,
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention
On behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you may have experienced.SHIP 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 mannerPer your agreement with SHIP the flooring will be completed per the original contract at no cost to you due to the delays and inconveniencesSHIP will also issue a refund check to you in the amount of $This offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptancePlease sign and return the agreement to my address and/or fax as listed below, before the deadlineIf you have any questions or concerns, please contact me at 1-***-***-*** x ***, or via email at ***@searshomepro.com
Sincerely,
Richard ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Website
Enclosure:
Complaint: ***
I am rejecting this response because:By giving me an additional warranty only shows me that they are expecting me to have more problems with this fridgeAlso I have already had food loss, that they did not care about back in June and I have already had to purchase another fridge that I have had to put in my garage because of the time it has taken them to come out and NOT fix my fridge! I have also had to leave work early days because of their junk fridgeI want my fridge replaced! I feel that they can see that this product is a lemon! Also because of the time it takes to get a repair person I feel that they have a lot of lemons, that is why I would like my money back for the fridge, so I can go somewhere else and purchase a new fridge to put in my brand new house,a company who takes care of their customers and treats their customers with respect!
Sincerely,
*** ***
January 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online confirmed that the merchandise was returned to the warehouseTherefore, we submitted a refund request and Ms*** can expect to see her credit post to her account within to business daysFor Ms*** records the return receipt number is ***Should Ms*** have any questions regarding the refund, she may contact us via email at ***Additionally, we hope that in the future Ms*** 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 Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
October 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mark *** - # *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Carpet Cleaning. Upon
receiving Mr*** complaint, we contacted the local office for assistance. The office provided the following response. On October 1, 2016, technicians were sent to Mr*** home to perform a cleaning; Mr*** had expressed concern with pet odors in the carpet. During the initial inspection, the technicians found that the carpet had several pre-existing conditions and noted on the invoice that because of these conditions the outcome could not be guaranteed. Sears Service Guarantee specifically excludes pre-existing conditions such as permanent statins of any color, pet stains, pet odor or wear patternsMr*** initialed and signed off on the invoice, acknowledging this limitation. Once the service was completed, Mr*** signed off on the results as well On October 5, 2016, the local office received a phone call from Mr*** expressing his dissatisfaction with the entry way; he stated that the carpet felt dirty and that the pet odor was still present. While the removal of the pet odor was not guaranteed, the local office agreed to return to Mr*** home for a follcleaning and pet odor treatment as a courtesy. The follappointment was scheduled for October 14, 2016. On October 13, 2016, as a standard daily procedure, the office called the *** home to confirm that someone would be home on October 14th for the service. Even though the office was unable to get a confirmation, as a courtesy, they kept Mr*** on the schedule for October 14th. On the day of service, the technicians arrived at Mr*** home around 4:00pm. Prior to their arrival, several phone calls were made, but no one could be reached. After waiting a few minutes, the technicians left On October 24, 2016, Mr*** called the office again to inquire why no one had showed up on October 14, 2016. After it was explained to Mr*** the steps the office had taken to try to reach him, he was asked what day would be convenient to schedule another appointment. At that time, Mr*** stated that he had another company, Modernistic, come out to his home and clean his carpet. The office immediately informed Mr*** that due to the carpet being cleaned by another provider, any remaining service guarantee was voided. Shortly thereafter, Mrs*** called the office demanding a refund of the cleaning fee charged by Sears. It was explained to Mrs*** that only a manager could authorize a refund and that he would be available after 2:00pm. Mrs*** began to yell and use profanity. Mrs*** was subsequently advised that the call would be disconnected if she continued with the verbal abuse. Mrs*** repeatedly called the office after that and was eventually told to please stop calling as she would not be provided with the refund she was seeking Due to the fact the Sears Carpet Cleaning was not given the opportunity to remedy Mr*** concerns with the carpet and because he had another service company clean the carpet, no refund will be provided. As this decision is final and commensurate to the terms of Sears Service Guarantee, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her refrigerator*** ***, Sears Hometown Outlet Stores District
Sales Manager provided the following response: *** *** manager of the Tucker Sears Outlet reached out to Ms*** and invited her into the store to select a replacement refrigeratorMs*** will be given dollar for dollar store credit to be used to replace the refrigeratorIf Ms*** has any concerns I invite her to contact me at *** *** Since we have noted Sears Outlet’s intent to replace Ms*** refrigerator, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
January 11, 2017 *** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and her request to receive $37.26. It is unfortunate if we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintAfter reviewing the complaint filed, we sent an email correspondence to Sears Shop Your Way Rewards department to research furtherFor more clarification, we have arranged for our Shop Your Way Reward team to contact Ms*** directlyThis department will go over the transaction and return she made as well as explain what happens to the points when an item is returnedMs*** may also contact the SYWR department for any questions at *** ***Additionally, we hope that in the future Ms*** 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 Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services
records indicate that a new filter head assembly was installed into Ms*** refrigerator on October 10, Once the new filter head was installed the unit was tested and was found to be operating as designedThe unit was also found to be leak freeWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleSince we have noted the completion of repairs, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
October 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr* *** rebuttal We have reviewed both our response and Mr* *** rebuttal, and we do not find that he has brought any new information to his complaintIf Mr*** was told that his order had been canceled, then a mistake was made and we apologizeThat said, a full refund for $was issued on October 18, This refund should reflect within 3-business days Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr* *** case, we do apologize that we failed his expectations, but as we have made him whole with the issuance of the aforementioned refund, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 6, 2015/08/28) */
August 28,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint
regarding his service experience
We apologize for the delay in responding to this complaintCurrently we are waiting the completion of service by the third party company, *** Appliance ServiceOnce we know that service was completed we will address Mr*** experienceIn the interim, should Mr*** have any questions, he may contact me directly at XXX-XXX-XXXX
We apologize again 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept the response from Sears yetThe third-party service provider repaired my refrigerator on 8/28/It took a week for Sears to accept the reimbursement request; they asked my provider for another invoiceMs.*** assured me that a reimbursement check was mailed on 9/4/I have not received it yet, so I cannot say that the issue is resolved
Final Consumer Response /* (2000, 14, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 12, 2015/09/23) */
September 23,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***
Dear Ms***
We have completed the investigation of Mr*** rebuttal
We have reviewed both our response and Mr*** rebuttalWhen we contacted Mr*** he did confirm he received the check for the reimbursement of the repairs on September 11, the day after submitting his rebuttalSince we have confirmed the receipt of the service reimbursement we have closed our case
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
I do, however feel compelled to communicate that I will never patronize Sears or any of its affiliates againThe experiences surrounding this final purchase have been horrifying from beginning to endEvery experience with every Sears department and employee has been a terrible exercise in inaccuracies, falsehoods and outright lies.These problems are not the results of certain misdirected individuals, it is endemic in the entire organization and can only be attributed to direction from dishonest and predatory management.It's a shameThey used to be a premiere organization that could be trusted to do the right thing
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I am requesting help as the rice cooker I ordered has no tracking number with it if they could assist with this I would great appreciate it sales check: ***
Anchored Title > Media Viewer" class="product-title title-2">*** 5-Cup Rice Cooker - White
Sincerely,
*** ***
December 8, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL
*** *** * *** *** *** ***We have completed the investigation of Mr***
complaint regarding his online order that was missing one piece of the order
and his
request for a full refund.After researching *** *** online order we found no
record of his complaint since he received the order back on October 2, It
has been over weeks since he received his product and never notified Sears of
this issue until we received this Revdex.com complaint on December
1, With that said, while we are unable to issue a full refund, we are
willing to offer $in Shop Your Way Reward points to his SYWR account as a
onetime courtesy exceptionIf Mr*** would like to accept this offer, then
he may contact us via email at *** or he may call *** ***In the interim, we have noted Mr***
concerns and respectfully ask to have this matter closed, pending his decisionWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
February 16, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Lilia *** - # Dear Ms***: We have completed our investigation of Ms***’ complaint regarding her refrigerator repair It is
regrettable that we failed Ms***’ expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms***’ patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receiving Ms***’ complaint, we contacted the local service unit for assistance. Melony with responded that the $service deductible would be waived for customer satisfaction. Additionally, our records show that the repair to Ms***’ refrigerator was completed on February 7, 2017, with the installation of a control board. Ms*** paid $for the repair because it exceeded the $repair cap under her Sears Home Warranty. With that said, since we have documented Ms***’ concerns with the repair process and completed the service to her refrigerator, 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:I spoke with MiguelHe resolved the problem as usualThank you
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm grateful that my washer was finally repairedHowever, I feel that the Sears customer service agents who answer the phone have very little power to resolve issuesAll they can do is look at a calendar schedule which seems to be filled completely for the upcoming month and put you on the schedule that far outThere is an expedited list that you can request to be put on to have Sears call if an earlier appointment opens up, but every time I called, I was put on the list, and when I checked back, I was no longer on the list and had to be re-addedIt makes me feel like it's something the customer service reps just say to make people feel like something is being done without actually doing anythingI would like to see Sears have a process whereby after your second visit with a technician, you are immediately scheduled for the techs to return the next day with parts in handNo waiting around for parts to ship to your house then calling to schedule a tech visit a month awayThey would continue to come to your house every day with parts until the repair is completedAlso, a smaller time window for these visits would be beneficialWaiting around for a whole day for a technician who may or may not make it to your house on the scheduled day is wasteful
July 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Hector L*** - # *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator
repair After receiving Mr*** complaint, we attempted to service the refrigerator. Unfortunately, the appointment for July 9, 2016, was rescheduled. Although the appointment was rescheduled to July 20, 2016, the technician was unable to proceed with the repair as service was refusedIt was relayed to our technician that Mr*** is securing an attorney and plans to pursue his issue in court. If this is not the case, Ms*** is welcome to contact Barbara *** at *** to schedule another service callIn the interim, since we have attempted to address Mr*** concerns, but may have reached an impasse due to the aforementioned constraints; we respectfully request to have this matter closed We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Initial Business Response /* (1000, 6, 2015/08/27) */
August 27,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Mr.*** complaint regarding his
recently purchased TV
When I contacted Mr.*** he informed me that he no longer had the TV and that he had been refunded by PayPal
It is unfortunate that we failed Mr.*** expectations with the return of his non-working TVWe value Mr.*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr.*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedSince Mr.*** no longer has the TV and has received a full refund we have closed our case
We apologize to Mr.*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm proud of Paypal and the fact they took time to handle this issueIF it was not for them I would still be waiting on Sears, they sent me an email on 8/saying they had the TV and would work on the refund in 5-daysThree weeks to pick up the TV and it would have been another two weeks prior to them refunding me
Purchased 7/25/
Arrived 8/5/
X-Just a email saying it is now being worked onPaypal found them in the wrong and refunded my money 8/21/
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
Were it not for the involvement of Mr*** *** I would not entertain the prospect of doing business with Sears in the future. He was able to have me regain my confidence in Sears. I will be purchasing from them in the future
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,
Ednita P***
July 28, 2016 *** ***
Walton Avenue
Philadelphia, PA
Our File No.: ***
Revdex.com Case # ***
Via: First Class Mail
Dear Ms***,
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attention
On behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you may have experienced.SHIP 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 mannerPer your agreement with SHIP the flooring will be completed per the original contract at no cost to you due to the delays and inconveniencesSHIP will also issue a refund check to you in the amount of $This offer is being made as a gesture of customer service and goodwill.Enclosed please find the settlement agreement for your written acceptancePlease sign and return the agreement to my address and/or fax as listed below, before the deadlineIf you have any questions or concerns, please contact me at 1-***-***-*** x ***, or via email at ***@searshomepro.com
Sincerely,
Richard ***
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Website
Enclosure:
Complaint: ***
I am rejecting this response because:By giving me an additional warranty only shows me that they are expecting me to have more problems with this fridgeAlso I have already had food loss, that they did not care about back in June and I have already had to purchase another fridge that I have had to put in my garage because of the time it has taken them to come out and NOT fix my fridge! I have also had to leave work early days because of their junk fridgeI want my fridge replaced! I feel that they can see that this product is a lemon! Also because of the time it takes to get a repair person I feel that they have a lot of lemons, that is why I would like my money back for the fridge, so I can go somewhere else and purchase a new fridge to put in my brand new house,a company who takes care of their customers and treats their customers with respect!
Sincerely,
*** ***
January 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online confirmed that the merchandise was returned to the warehouseTherefore, we submitted a refund request and Ms*** can expect to see her credit post to her account within to business daysFor Ms*** records the return receipt number is ***Should Ms*** have any questions regarding the refund, she may contact us via email at ***Additionally, we hope that in the future Ms*** 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 Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
October 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mark *** - # *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Carpet Cleaning. Upon
receiving Mr*** complaint, we contacted the local office for assistance. The office provided the following response. On October 1, 2016, technicians were sent to Mr*** home to perform a cleaning; Mr*** had expressed concern with pet odors in the carpet. During the initial inspection, the technicians found that the carpet had several pre-existing conditions and noted on the invoice that because of these conditions the outcome could not be guaranteed. Sears Service Guarantee specifically excludes pre-existing conditions such as permanent statins of any color, pet stains, pet odor or wear patternsMr*** initialed and signed off on the invoice, acknowledging this limitation. Once the service was completed, Mr*** signed off on the results as well On October 5, 2016, the local office received a phone call from Mr*** expressing his dissatisfaction with the entry way; he stated that the carpet felt dirty and that the pet odor was still present. While the removal of the pet odor was not guaranteed, the local office agreed to return to Mr*** home for a follcleaning and pet odor treatment as a courtesy. The follappointment was scheduled for October 14, 2016. On October 13, 2016, as a standard daily procedure, the office called the *** home to confirm that someone would be home on October 14th for the service. Even though the office was unable to get a confirmation, as a courtesy, they kept Mr*** on the schedule for October 14th. On the day of service, the technicians arrived at Mr*** home around 4:00pm. Prior to their arrival, several phone calls were made, but no one could be reached. After waiting a few minutes, the technicians left On October 24, 2016, Mr*** called the office again to inquire why no one had showed up on October 14, 2016. After it was explained to Mr*** the steps the office had taken to try to reach him, he was asked what day would be convenient to schedule another appointment. At that time, Mr*** stated that he had another company, Modernistic, come out to his home and clean his carpet. The office immediately informed Mr*** that due to the carpet being cleaned by another provider, any remaining service guarantee was voided. Shortly thereafter, Mrs*** called the office demanding a refund of the cleaning fee charged by Sears. It was explained to Mrs*** that only a manager could authorize a refund and that he would be available after 2:00pm. Mrs*** began to yell and use profanity. Mrs*** was subsequently advised that the call would be disconnected if she continued with the verbal abuse. Mrs*** repeatedly called the office after that and was eventually told to please stop calling as she would not be provided with the refund she was seeking Due to the fact the Sears Carpet Cleaning was not given the opportunity to remedy Mr*** concerns with the carpet and because he had another service company clean the carpet, no refund will be provided. As this decision is final and commensurate to the terms of Sears Service Guarantee, we ask that this matter be closed We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms***: We have completed the investigation of Ms*** complaint regarding her refrigerator*** ***, Sears Hometown Outlet Stores District
Sales Manager provided the following response: *** *** manager of the Tucker Sears Outlet reached out to Ms*** and invited her into the store to select a replacement refrigeratorMs*** will be given dollar for dollar store credit to be used to replace the refrigeratorIf Ms*** has any concerns I invite her to contact me at *** *** Since we have noted Sears Outlet’s intent to replace Ms*** refrigerator, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
January 11, 2017 *** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and her request to receive $37.26. It is unfortunate if we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintAfter reviewing the complaint filed, we sent an email correspondence to Sears Shop Your Way Rewards department to research furtherFor more clarification, we have arranged for our Shop Your Way Reward team to contact Ms*** directlyThis department will go over the transaction and return she made as well as explain what happens to the points when an item is returnedMs*** may also contact the SYWR department for any questions at *** ***Additionally, we hope that in the future Ms*** 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 Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigeratorSears Home Services
records indicate that a new filter head assembly was installed into Ms*** refrigerator on October 10, Once the new filter head was installed the unit was tested and was found to be operating as designedThe unit was also found to be leak freeWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleSince we have noted the completion of repairs, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
October 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr* *** rebuttal We have reviewed both our response and Mr* *** rebuttal, and we do not find that he has brought any new information to his complaintIf Mr*** was told that his order had been canceled, then a mistake was made and we apologizeThat said, a full refund for $was issued on October 18, This refund should reflect within 3-business days Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr* *** case, we do apologize that we failed his expectations, but as we have made him whole with the issuance of the aforementioned refund, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 6, 2015/08/28) */
August 28,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint
regarding his service experience
We apologize for the delay in responding to this complaintCurrently we are waiting the completion of service by the third party company, *** Appliance ServiceOnce we know that service was completed we will address Mr*** experienceIn the interim, should Mr*** have any questions, he may contact me directly at XXX-XXX-XXXX
We apologize again 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
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept the response from Sears yetThe third-party service provider repaired my refrigerator on 8/28/It took a week for Sears to accept the reimbursement request; they asked my provider for another invoiceMs.*** assured me that a reimbursement check was mailed on 9/4/I have not received it yet, so I cannot say that the issue is resolved
Final Consumer Response /* (2000, 14, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 12, 2015/09/23) */
September 23,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***
Dear Ms***
We have completed the investigation of Mr*** rebuttal
We have reviewed both our response and Mr*** rebuttalWhen we contacted Mr*** he did confirm he received the check for the reimbursement of the repairs on September 11, the day after submitting his rebuttalSince we have confirmed the receipt of the service reimbursement we have closed our case
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
I do, however feel compelled to communicate that I will never patronize Sears or any of its affiliates againThe experiences surrounding this final purchase have been horrifying from beginning to endEvery experience with every Sears department and employee has been a terrible exercise in inaccuracies, falsehoods and outright lies.These problems are not the results of certain misdirected individuals, it is endemic in the entire organization and can only be attributed to direction from dishonest and predatory management.It's a shameThey used to be a premiere organization that could be trusted to do the right thing
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I am requesting help as the rice cooker I ordered has no tracking number with it if they could assist with this I would great appreciate it sales check: ***
Anchored Title > Media Viewer" class="product-title title-2">*** 5-Cup Rice Cooker - White
Sincerely,
*** ***
December 8, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL
*** *** * *** *** *** ***We have completed the investigation of Mr***
complaint regarding his online order that was missing one piece of the order
and his
request for a full refund.After researching *** *** online order we found no
record of his complaint since he received the order back on October 2, It
has been over weeks since he received his product and never notified Sears of
this issue until we received this Revdex.com complaint on December
1, With that said, while we are unable to issue a full refund, we are
willing to offer $in Shop Your Way Reward points to his SYWR account as a
onetime courtesy exceptionIf Mr*** would like to accept this offer, then
he may contact us via email at *** or he may call *** ***In the interim, we have noted Mr***
concerns and respectfully ask to have this matter closed, pending his decisionWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
February 16, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Lilia *** - # Dear Ms***: We have completed our investigation of Ms***’ complaint regarding her refrigerator repair It is
regrettable that we failed Ms***’ expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms***’ patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receiving Ms***’ complaint, we contacted the local service unit for assistance. Melony with responded that the $service deductible would be waived for customer satisfaction. Additionally, our records show that the repair to Ms***’ refrigerator was completed on February 7, 2017, with the installation of a control board. Ms*** paid $for the repair because it exceeded the $repair cap under her Sears Home Warranty. With that said, since we have documented Ms***’ concerns with the repair process and completed the service to her refrigerator, 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:I spoke with MiguelHe resolved the problem as usualThank you
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm grateful that my washer was finally repairedHowever, I feel that the Sears customer service agents who answer the phone have very little power to resolve issuesAll they can do is look at a calendar schedule which seems to be filled completely for the upcoming month and put you on the schedule that far outThere is an expedited list that you can request to be put on to have Sears call if an earlier appointment opens up, but every time I called, I was put on the list, and when I checked back, I was no longer on the list and had to be re-addedIt makes me feel like it's something the customer service reps just say to make people feel like something is being done without actually doing anythingI would like to see Sears have a process whereby after your second visit with a technician, you are immediately scheduled for the techs to return the next day with parts in handNo waiting around for parts to ship to your house then calling to schedule a tech visit a month awayThey would continue to come to your house every day with parts until the repair is completedAlso, a smaller time window for these visits would be beneficialWaiting around for a whole day for a technician who may or may not make it to your house on the scheduled day is wasteful
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the handle
Thank you
Peggy ***
July 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Hector L*** - # *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his refrigerator
repair After receiving Mr*** complaint, we attempted to service the refrigerator. Unfortunately, the appointment for July 9, 2016, was rescheduled. Although the appointment was rescheduled to July 20, 2016, the technician was unable to proceed with the repair as service was refusedIt was relayed to our technician that Mr*** is securing an attorney and plans to pursue his issue in court. If this is not the case, Ms*** is welcome to contact Barbara *** at *** to schedule another service callIn the interim, since we have attempted to address Mr*** concerns, but may have reached an impasse due to the aforementioned constraints; we respectfully request to have this matter closed We appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist