February 16,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered with receiving
his refund for the return of a vacuum
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe reached out to *** *** Assistant Store Manager for Store ***, to assist with his complaintOn February 14, Mr*** confirmed that he contacted Mr*** and that the issue has been resolved; the refund has been issuedWe apologize that the return was mistakenly processed as an exchange; therefore our system did not automatically issue the refundWe want to assure Mr*** that his 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 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
*** *** ***
March 16, *** *** 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 to receive the products she ordered or a full refund *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations 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 avertedUnfortunately, the color that Ms* *** selected is on back orderHowever, Ms* *** agreed to take the product in a different color which is due to arrive this weekOnce the product arrives, the store will cancel the original order so that a refund is processedShould Ms* *** have any further questions or concerns, she may contact our store directly at *** ***In 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
April 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order
experience and request for a refund We would first like to apologize for any inconvenience *** *** experienced with her orderWe can understand her frustration with the series of events detailed 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 reaching out to the local store and Sears Online we found that the order was last left at the post officeTherefore, we have processed a full refund today April 15, 2016, of $back to her *** account ending in *** *** *** can expect to see the credit post to her account within to business daysAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** ***’ 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
June 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his allegation that
his refrigerator leaked and damaged his floor
Due to the nature of Mr*** concerns, we opened a claim with *** our third-party claims adjusterWhile we understand that Mr*** states that his claim has been denied, our records indicate that the claim is still open and being researched. If Mr*** has any questions regarding his claim, he can contact *** ***, his claims examiner, at *** and reference claim number ***. As clarification, once the claimant has been assigned a claim number through *** they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon *** actions; their decision on any claim is final. In the interim, since Mr*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Initial Business Response /* (1000, 7, 2015/06/20) */
June
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - Robin ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her
dissatisfaction of her purchased mattress set
After reviewing Ms***'s complaint and our records, we would first like to apologize that her purchased mattress set failed to meet her expectationsOur records show that an exchange was processed for Ms***; however the newly selected mattress was the same item numberUnfortunately our records also show that Ms*** canceled her order and a piwas processed on June
It is our hope that Ms*** will allow us another opportunity in the future to provide her the customer service Sears' has built their reputation on but understand if this is not possibleAt this time, since we were able to determine that Ms*** canceled her order and has been credited accordingly, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct ***
Initial Consumer Rebuttal /* (2000, 9, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although it took far too many calls and email messages, in addition to the Revdex.com complaint, Sears did finally resolve this complaint by picking up the merchandise and issuing a refundThe refund resulted in a credit balance on my newly issued Sears Citi MasterCard, but I have been assured that the account has been closed and a refund check will be mailed to meUltimately, it appears that the floor models Serta provides to Sears to display in its stores are nothing like the merchandise Serta then supplies to be delivered to customersIn that respect, the fault lies with Serta, although Sears bears some responsibility for what it chooses to sell to its customersIf enough of its customers complain, perhaps Sears will discontinue selling the brand
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: - Elizabeth *** Dear Ms***: We have not fully completed our investigation Ms***’s complaint regarding her microwave We are currently waiting
additional information from Ms*** at this timeOnce we have received the additional information we will proceed with our investigation 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
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the food she lost because she did not
realize that the refrigerator was not plugged back inWhile food loss in general is not covered unless a consumer has a contract that provides this benefit, if there is something we did in the course of a repair that leads to food loss or other damages then this would normally lead to a damage claim being openedWe apologize that this did not happen for Ms*** At this late date if we were to open a claim we feel that she might have a hard time providing any required documentation of actual items lost and the cost of each oneTherefore, as a courtesy we are willing to refund $of her repair fees insteadTo that end, we need Ms*** full *** card number ending in *** so that we can credit her account $She is welcome to email me at *** or call me at *** to provide the information so that a credit can be processedIn the interim, since we are willing to provide Ms*** with a refund equal to the amount she was seeking for food loss and are only awaiting her contact, we have closed our fileWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct Line: *** Email: ***
December 29, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have not fully completed our investigation of Ms*** complaint regarding her
recent online experience We apologize for the delay in responding to this complaintWe forwarded this matter to Sears Shop Your Way Rewards to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact the unit directly at *** We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sue *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services First, we
would like to apologize to Ms*** for failing his expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we contacted Loretta *** with unit for assistance. Ms*** was able to move the repair to September 26, 2016, and our records show that the technician completed service that day. Additionally, Ms*** followed up with Ms*** to ensure that the repair was completed to her satisfaction. Ms*** mentioned in her complaint that she incurred food loss. Since she carries a Master Protection Agreement (MPA), Ms*** can file a claim by calling our Protection Agreement department at (***) ***-***; her agreement provides up to $in food loss reimbursement per year. Additionally, my office has processed a $check to reimburse Ms*** for the ice she purchased while her refrigerator was being repaired. The check was requested on September 27, 2016, so Ms*** should receive it in the next two weeks. With that said, since we have completed the repair to Ms***’s refrigerator and documented her concerns with the repair process, 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: *** * *** *** Dear *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and repairs to her microwaveSears Home Services
records indicate that repairs to *** *** microwaveDuring the service call the technician assigned to the call indicated that he reset the control boardIf *** *** encounters an additional problem with the microwave I invite her to contact me directly at ***That said we ask that this complaint be closedWe apologize to *** *** 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 ***
Contact Name and Title: MELISSA ***
August 27,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Lisa *** - #
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding the availability of
service for her dishwasher
First, we would like to apologize to Ms*** for any inconvenience she may have experienced while scheduling service for her dishwasherAs clarification, our system displays available appointments based upon whether the call is classified as being "duress" or "non-duress"We try to expedite service whenever possible if there is an immediate danger of food loss, medication loss or potential property damage; however, our availability is still limitedSince a large portion of our calls are "duress", we must schedule repairs on a first come, first serve basisUnfortunately, when Ms*** called to schedule service for her dishwasher, the first available appointment was nearly three weeks outWe understand that Ms*** found this unacceptable, and she has our assurance that we are actively trying to remedy our customer service shortcomingsMore technicians are being hired every day and we are confident that this influx will alleviate the current scheduling backlog and provide more opportunity for sooner service
Upon researching Ms***'s concerns, we found that Ms*** canceled the repair appointment and contacted the store of purchase for further assistanceOur records show that the Sears Hometown store in Somerset, PA agreed to exchange Ms***'s dishwasher and processed the transaction on August 25, With that said, since Ms***'s concerns have been documented and an equitable resolution has been provided for her, 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
July 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and request
for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** located at *** ** *** *** ** *** ** *** email: *** and telephone number *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order we show that Ms*** made several attempts to work with the seller with no successTherefore, to resolve this matter we processed a refund request today July 5, Ms*** should see the refund post to her original form of payment within to business daysAdditionally, she may either keep or dispose of the item to her discretionIn closure, since a refund has been provided, 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
August 27,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste***
Chicago, IL
Our File No: 1870***
Revdex.com File No: 94*** / James ***
Via: 1st Class US Postage
Via: Revdex.com Website
Dear Ms***,
I have been in correspondence with the
***s to address their HVAC concernsI have reviewed the invoice charges that the ***s provided for my review in regards to the furnace repairs they had to have completed by an alternate companyI sent a reimbursement offer letter to the ***s for the furnace repairs charges, which was accepted and signed on 8/25/I have processed a reimbursement check for the ***s and mailed it out on 8/26/
I am currently waiting for the results from the Byram Township's inspection that was completed on 8/25/to verify if the installation is to codeOnce I have received the confirmation I will be sure to update you as necessary
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-*** extension 5566, or via email at Amanda.***@searshomepro.com
Sincerely,
Amanda ***
SHIP/HI Regulatory Complaint Specialist
cc: James ***
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer
service and non- receipt of a refund for a cancelled order It is unfortunate that we failed Ms*** expectations when she recently purchased an exercise bike from our Sears StoreWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that an address correction was needed for the refund check sent to Ms*** Therefore, management of her local Sears Store spoke with her directly and offered a cash refund to her. Our records indicate that Ms*** accepted this offer and indicated that it met with her approval. Ms*** is welcome to contact *** ***, Manager for Sears Store number ***, if she has any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Revdex.com:I accept the $gift card only because I have no other option reallyI have been without use of this vacuum for almost a year and Penny stated that she can not promise that the part I need that is on order will ever be availableDespite this being a one year old $vacuum that will most likely have to be thrown out because I don't expect to ever get this part, I'll accept the $as it's better than nothing
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 told I would have the Sears gift card in 7-daysPlease leave this open until I receive itI have gotten many promises over the last months and not one has been keptSo please keep this open until I receive the moneyI appreciate it and appreciate that through the Revdex.com I was at least able to get something back
Sincerely,
Ken T***
August 5,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered with the refund she
received for the return of the laundry center
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe researched the case notes related to the purchase and the return of the Ms*** laundry centerAccording to our records, Ms*** purchased the laundry center on July 1, with a bank check and it was delivered on July 6, Ms*** called on July 8, and requested to return the laundry centerRegrettably, the associate that processed the return informed Ms*** that the credit for the return would be issued to the credit card number that Ms*** provided himOn July 13, Ms*** called again to check the status of the refund and a research was submittedDuring the research, it was discovered that Ms*** had initially paid with a bank check and not with the credit card she had provided for the refundWe would like to clarify that refunds are issued as the original form of payment; payment with cash or check will be issued a refund in the form of a bank checkSince Ms*** original form of payment was with a check, the refund that was issued to her credit card on July 14, was reversedWe apologize that Ms*** was not contacted regarding the credit reversal which would have prevented an overdraft issueOnce the credit was reversed, we mailed Ms*** a bank check in the amount of $1,The credit reversal did not post to Ms*** account until July 19,
On August 1, we contacted Ms*** to discuss the overdraft charges she incurred due to the credit reversalWe requested that she provide us with documentation of the overdraft charges and we would reimburse her for the feesMs*** stated that she did not want to go through all that and she disconnected the callWe also sent Ms*** an email and requested the same, but she did not respondWith 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
*** *** ***
August 1, *** *** 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 full refund of the order that was never delivered It is unfortunate that we failed Ms*** expectations 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 averted. After researching the notes in her order, we forwarded this matter to Sears’ Detail Control CenterDCC confirmed that a refund had not been processed by Sears OnlineTherefore, we processed a full refund today August 1, Accordingly, a check of $was processed under return receipt number *** and a check of $was processed under return receipt number *** The checks will arrive in the mail within to business daysAdditionally, 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 upon, but we would understand if this is not possibleIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 10, 2015/07/09) */
July 9,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com Case #: ***/ Patrice ***
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 mannerPursuant to Ms***'s request, we have refunded the initial deposit back to her accountI spoke with her and she is satisfied
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 800-222-x 5415, or via email at ***
Sincerely,
Melissa Caldwell
SHIP/HI Regulatory Complaint Specialist
cc: Patrice ***
Initial Consumer Rebuttal /* (2000, 12, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I was requesting was my initial refund which they submitted to my credit I card on 7-9-Thank you for you quick response to my complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885757, and find that this resolution is satisfactory to me
Sincerely,
Arthur ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * Sharon K** Dear *** *** We have completed our investigation of MsK*** complaint regarding her refrigerator After reviewing the service history and
discussing the issue with MrK**, we authorized them for a replacement of the refrigerator under the terms of the Master Protection Agreement (MPA) for customer satisfaction reasonsThey have been provided with the necessary information to select a new refrigerator, and have my direct contact information in the event they require further assistanceAt this time, since it was our understanding that this resolution met with MsK*** approval, we have closed our file We apologize to MsK** 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 LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***
February 16,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered with receiving
his refund for the return of a vacuum
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe reached out to *** *** Assistant Store Manager for Store ***, to assist with his complaintOn February 14, Mr*** confirmed that he contacted Mr*** and that the issue has been resolved; the refund has been issuedWe apologize that the return was mistakenly processed as an exchange; therefore our system did not automatically issue the refundWe want to assure Mr*** that his 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 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
*** *** ***
March 16, *** *** 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 to receive the products she ordered or a full refund *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations 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 avertedUnfortunately, the color that Ms* *** selected is on back orderHowever, Ms* *** agreed to take the product in a different color which is due to arrive this weekOnce the product arrives, the store will cancel the original order so that a refund is processedShould Ms* *** have any further questions or concerns, she may contact our store directly at *** ***In 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
April 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order
experience and request for a refund We would first like to apologize for any inconvenience *** *** experienced with her orderWe can understand her frustration with the series of events detailed 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 reaching out to the local store and Sears Online we found that the order was last left at the post officeTherefore, we have processed a full refund today April 15, 2016, of $back to her *** account ending in *** *** *** can expect to see the credit post to her account within to business daysAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** ***’ 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
June 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his allegation that
his refrigerator leaked and damaged his floor
Due to the nature of Mr*** concerns, we opened a claim with *** our third-party claims adjusterWhile we understand that Mr*** states that his claim has been denied, our records indicate that the claim is still open and being researched. If Mr*** has any questions regarding his claim, he can contact *** ***, his claims examiner, at *** and reference claim number ***. As clarification, once the claimant has been assigned a claim number through *** they provide an official response representing Sears. *** has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon *** actions; their decision on any claim is final. In the interim, since Mr*** issue is being handled through a standardized claim process with *** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Initial Business Response /* (1000, 7, 2015/06/20) */
June
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - Robin ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her
dissatisfaction of her purchased mattress set
After reviewing Ms***'s complaint and our records, we would first like to apologize that her purchased mattress set failed to meet her expectationsOur records show that an exchange was processed for Ms***; however the newly selected mattress was the same item numberUnfortunately our records also show that Ms*** canceled her order and a piwas processed on June
It is our hope that Ms*** will allow us another opportunity in the future to provide her the customer service Sears' has built their reputation on but understand if this is not possibleAt this time, since we were able to determine that Ms*** canceled her order and has been credited accordingly, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct ***
Initial Consumer Rebuttal /* (2000, 9, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although it took far too many calls and email messages, in addition to the Revdex.com complaint, Sears did finally resolve this complaint by picking up the merchandise and issuing a refundThe refund resulted in a credit balance on my newly issued Sears Citi MasterCard, but I have been assured that the account has been closed and a refund check will be mailed to meUltimately, it appears that the floor models Serta provides to Sears to display in its stores are nothing like the merchandise Serta then supplies to be delivered to customersIn that respect, the fault lies with Serta, although Sears bears some responsibility for what it chooses to sell to its customersIf enough of its customers complain, perhaps Sears will discontinue selling the brand
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: - Elizabeth *** Dear Ms***: We have not fully completed our investigation Ms***’s complaint regarding her microwave We are currently waiting
additional information from Ms*** at this timeOnce we have received the additional information we will proceed with our investigation 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
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the food she lost because she did not
realize that the refrigerator was not plugged back inWhile food loss in general is not covered unless a consumer has a contract that provides this benefit, if there is something we did in the course of a repair that leads to food loss or other damages then this would normally lead to a damage claim being openedWe apologize that this did not happen for Ms*** At this late date if we were to open a claim we feel that she might have a hard time providing any required documentation of actual items lost and the cost of each oneTherefore, as a courtesy we are willing to refund $of her repair fees insteadTo that end, we need Ms*** full *** card number ending in *** so that we can credit her account $She is welcome to email me at *** or call me at *** to provide the information so that a credit can be processedIn the interim, since we are willing to provide Ms*** with a refund equal to the amount she was seeking for food loss and are only awaiting her contact, we have closed our fileWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct Line: *** Email: ***
December 29, *** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have not fully completed our investigation of Ms*** complaint regarding her
recent online experience We apologize for the delay in responding to this complaintWe forwarded this matter to Sears Shop Your Way Rewards to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact the unit directly at *** We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
September 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sue *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services First, we
would like to apologize to Ms*** for failing his expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms***’s complaint, we contacted Loretta *** with unit for assistance. Ms*** was able to move the repair to September 26, 2016, and our records show that the technician completed service that day. Additionally, Ms*** followed up with Ms*** to ensure that the repair was completed to her satisfaction. Ms*** mentioned in her complaint that she incurred food loss. Since she carries a Master Protection Agreement (MPA), Ms*** can file a claim by calling our Protection Agreement department at (***) ***-***; her agreement provides up to $in food loss reimbursement per year. Additionally, my office has processed a $check to reimburse Ms*** for the ice she purchased while her refrigerator was being repaired. The check was requested on September 27, 2016, so Ms*** should receive it in the next two weeks. With that said, since we have completed the repair to Ms***’s refrigerator and documented her concerns with the repair process, 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: *** * *** *** Dear *** *** We have completed the investigation of *** *** complaint regarding Sears Home Services and repairs to her microwaveSears Home Services
records indicate that repairs to *** *** microwaveDuring the service call the technician assigned to the call indicated that he reset the control boardIf *** *** encounters an additional problem with the microwave I invite her to contact me directly at ***That said we ask that this complaint be closedWe apologize to *** *** 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 ***
Contact Name and Title: MELISSA ***
August 27,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Lisa *** - #
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding the availability of
service for her dishwasher
First, we would like to apologize to Ms*** for any inconvenience she may have experienced while scheduling service for her dishwasherAs clarification, our system displays available appointments based upon whether the call is classified as being "duress" or "non-duress"We try to expedite service whenever possible if there is an immediate danger of food loss, medication loss or potential property damage; however, our availability is still limitedSince a large portion of our calls are "duress", we must schedule repairs on a first come, first serve basisUnfortunately, when Ms*** called to schedule service for her dishwasher, the first available appointment was nearly three weeks outWe understand that Ms*** found this unacceptable, and she has our assurance that we are actively trying to remedy our customer service shortcomingsMore technicians are being hired every day and we are confident that this influx will alleviate the current scheduling backlog and provide more opportunity for sooner service
Upon researching Ms***'s concerns, we found that Ms*** canceled the repair appointment and contacted the store of purchase for further assistanceOur records show that the Sears Hometown store in Somerset, PA agreed to exchange Ms***'s dishwasher and processed the transaction on August 25, With that said, since Ms***'s concerns have been documented and an equitable resolution has been provided for her, 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
July 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and request
for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** located at *** ** *** *** ** *** ** *** email: *** and telephone number *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order we show that Ms*** made several attempts to work with the seller with no successTherefore, to resolve this matter we processed a refund request today July 5, Ms*** should see the refund post to her original form of payment within to business daysAdditionally, she may either keep or dispose of the item to her discretionIn closure, since a refund has been provided, 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
August 27,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste***
Chicago, IL
Our File No: 1870***
Revdex.com File No: 94*** / James ***
Via: 1st Class US Postage
Via: Revdex.com Website
Dear Ms***,
I have been in correspondence with the
***s to address their HVAC concernsI have reviewed the invoice charges that the ***s provided for my review in regards to the furnace repairs they had to have completed by an alternate companyI sent a reimbursement offer letter to the ***s for the furnace repairs charges, which was accepted and signed on 8/25/I have processed a reimbursement check for the ***s and mailed it out on 8/26/
I am currently waiting for the results from the Byram Township's inspection that was completed on 8/25/to verify if the installation is to codeOnce I have received the confirmation I will be sure to update you as necessary
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-*** extension 5566, or via email at Amanda.***@searshomepro.com
Sincerely,
Amanda ***
SHIP/HI Regulatory Complaint Specialist
cc: James ***
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer
service and non- receipt of a refund for a cancelled order It is unfortunate that we failed Ms*** expectations when she recently purchased an exercise bike from our Sears StoreWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that an address correction was needed for the refund check sent to Ms*** Therefore, management of her local Sears Store spoke with her directly and offered a cash refund to her. Our records indicate that Ms*** accepted this offer and indicated that it met with her approval. Ms*** is welcome to contact *** ***, Manager for Sears Store number ***, if she has any further questions about this issue. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Revdex.com:I accept the $gift card only because I have no other option reallyI have been without use of this vacuum for almost a year and Penny stated that she can not promise that the part I need that is on order will ever be availableDespite this being a one year old $vacuum that will most likely have to be thrown out because I don't expect to ever get this part, I'll accept the $as it's better than nothing
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 told I would have the Sears gift card in 7-daysPlease leave this open until I receive itI have gotten many promises over the last months and not one has been keptSo please keep this open until I receive the moneyI appreciate it and appreciate that through the Revdex.com I was at least able to get something back
Sincerely,
Ken T***
August 5,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered with the refund she
received for the return of the laundry center
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe researched the case notes related to the purchase and the return of the Ms*** laundry centerAccording to our records, Ms*** purchased the laundry center on July 1, with a bank check and it was delivered on July 6, Ms*** called on July 8, and requested to return the laundry centerRegrettably, the associate that processed the return informed Ms*** that the credit for the return would be issued to the credit card number that Ms*** provided himOn July 13, Ms*** called again to check the status of the refund and a research was submittedDuring the research, it was discovered that Ms*** had initially paid with a bank check and not with the credit card she had provided for the refundWe would like to clarify that refunds are issued as the original form of payment; payment with cash or check will be issued a refund in the form of a bank checkSince Ms*** original form of payment was with a check, the refund that was issued to her credit card on July 14, was reversedWe apologize that Ms*** was not contacted regarding the credit reversal which would have prevented an overdraft issueOnce the credit was reversed, we mailed Ms*** a bank check in the amount of $1,The credit reversal did not post to Ms*** account until July 19,
On August 1, we contacted Ms*** to discuss the overdraft charges she incurred due to the credit reversalWe requested that she provide us with documentation of the overdraft charges and we would reimburse her for the feesMs*** stated that she did not want to go through all that and she disconnected the callWe also sent Ms*** an email and requested the same, but she did not respondWith 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
*** *** ***
August 1, *** *** 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 full refund of the order that was never delivered It is unfortunate that we failed Ms*** expectations 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 averted. After researching the notes in her order, we forwarded this matter to Sears’ Detail Control CenterDCC confirmed that a refund had not been processed by Sears OnlineTherefore, we processed a full refund today August 1, Accordingly, a check of $was processed under return receipt number *** and a check of $was processed under return receipt number *** The checks will arrive in the mail within to business daysAdditionally, 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 upon, but we would understand if this is not possibleIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 10, 2015/07/09) */
July 9,
Revdex.com
Attn: Nita ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com Case #: ***/ Patrice ***
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 mannerPursuant to Ms***'s request, we have refunded the initial deposit back to her accountI spoke with her and she is satisfied
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 800-222-x 5415, or via email at ***
Sincerely,
Melissa Caldwell
SHIP/HI Regulatory Complaint Specialist
cc: Patrice ***
Initial Consumer Rebuttal /* (2000, 12, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I was requesting was my initial refund which they submitted to my credit I card on 7-9-Thank you for you quick response to my complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885757, and find that this resolution is satisfactory to me
Sincerely,
Arthur ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * Sharon K** Dear *** *** We have completed our investigation of MsK*** complaint regarding her refrigerator After reviewing the service history and
discussing the issue with MrK**, we authorized them for a replacement of the refrigerator under the terms of the Master Protection Agreement (MPA) for customer satisfaction reasonsThey have been provided with the necessary information to select a new refrigerator, and have my direct contact information in the event they require further assistanceAt this time, since it was our understanding that this resolution met with MsK*** approval, we have closed our file We apologize to MsK** 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 LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***