Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10973759, and find that this resolution is satisfactory to me
Sincerely,
Wunmi ***
August 31, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a
recent purchase In response to this letter, arrangements were made to provide Mr*** with the propane unit at no additional cost to him as a courtesy even though it sold for a higher price Our records indicate that the new unit was installed on August 15, Since we have granted Mr*** request, 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,*** *** Specialist, Regulatory Complaints*** *** Tell us why here
Complaint: ***
I am rejecting this response because: Sears is the company that ran the a for this stove in there Sunday paperThey also quoted the reference for cancelling a order thru them based on the agreement they shared with their third party merchant. The complaint is based on this agreement Sears said they had with this third party merchant on Sears.com website and not with the third party merchant. If I had ordered directly with *** I would understand and accept their return party, but this was not the case. Sears .com should fulfill their agreement stated to the customer or state that the third party return policy and not the agreement they have would govern the stove and state what the policy really is
Sincerely,
*** ***
Nita ***s
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Clayton * *** #945***
Dear Ms***s:
We have completed the investigation of Mr*** complaint regarding Sears Home Services and Sears Delivery Solutions
It is first
important to note that Mr*** refrigerator was covered by a Sears Service Smart Agreement (SSA) since it was purchased to cover out of warranty repairs on June 14, Sears Home Services records indicate that on August 24, 2015, the refrigerator was deemed unable to be repaired and per the terms and conditions of the SSA, Mr*** was provided with a $Sears store credit to be used to replace his refrigeratorAll Mr*** needs to do is go to his local Sears and inform his sales associate that he has a store credit linked to his phone number ending in The sales associate will assist Mr*** in selecting a replacement unit and will schedule its delivery and hook upSears will cover the cost of delivery, hookup and removal of the old unit
Mr*** has been in contact with Ms*** as well as a member of the management team from the delivery carrier that accidentally marked his dryerThe carrier has informed Sears that they intend to make an appointment with Ms***, at his convenience, to see if they can remove the marker from the dryerWe will be providing an additional update once we have been advised of the results to remove the marker from the unit
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
November 28,
*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ** *** *** ***We have completed the investigation of *** ***
complaint regarding his online order experience and non-receipt of a refund.It is
unfortunate that we failed *** *** expectations
when he initially placed an order for a lawnmower and received a different
itemWe can understand *** *** frustration with the series of events detailed
in his complaintWe regret that this incident occurred, and we can assure that
his concerns have been forwarded to management for review so that future
problems of this nature can be avertedAfter contacting Sears Online, we found
that Mr*** should have received the refund gift card by nowHowever, since
he has not Sears Online re-issued a replacement gift card of $which will
arrive via *** Mr*** can expect to receive the gift card within
business days from November 25, Additionally, we hope that in the future Mr
*** will allow us another opportunity to provide him with a better example of
customer service that we have built our reputation uponIn the interim, since
a replacement gift card has been generated and will be received in the mail
shortly, we respectfully ask to have this matter closedWe 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
June 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint regarding his dissatisfaction with customer service he received when he attempted to have a warranty alignment performed on his vehicle
We have Mr*** rebuttal, and we do not find that he has brought any new information to his complaintIt was our understanding that Mr*** worked at the auto center in Concord since he stated during our conversation “I know that is not how to treat customers since I use to work there”He did not clarify that he previously worked at a different locationWe apologize for the miscommunication; however, this information does not affect his complaint
As previously stated, we reached out to Auto Center Manager Miguel *** to assist with Mr*** complaintMr*** made an attempt to contact Mr*** to make arrangements for the realignment of his vehicleSince he was unable to reach Mr***, he left a voicemail with his contact informationSince Mr*** has not responded, we are unable to resolve his issue until Mr*** has the opportunity to discuss the matter with himMr*** may contact Auto Center Manager Miguel *** at (*** *** In the interim, we will consider this matter closed, pending his response
Again, 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
*** *** ***
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,
*** ***
January 28, *** *** 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
dissatisfaction with the return process *** ***, Store General Manager for Unit *** provided the following response: Ms*** did drop off her item to our store that she had ordered on Sears.comWe were only provided with the packing slip and she did not leave her name, phone number or any other informationBased on the slip we received, we were able to complete a returnWe contacted her to get information to complete the return without the receiptThe return went back to Ms*** Sears card under return receipt number *** on January 21, Since we were unable to determine the delivery charge and tax, we processed a refund of $which is more than she was chargedWe over refunded her to make sure the complete amount was issued to herAdditionally, we contacted Ms*** to let her know about the refund we had processedShould Ms*** have any further questions or concerns, she may contact our store directly at *** ***We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. 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
Complaint: ***
I am rejecting this response because:I do appreciate the apology from the Sears representative I'm not sure if he is understanding how their mistake cost me additional money .Had my freezer been at the store as they originally said, I would not have had to pay for delivery I had someone who was lined up that week who could have picked up and delivered at no charge Instead, I had to pay someone else to do this I am a single 'unemployed' mother Every penny counts in my house As I stated before, none of this would have happened if I made my purchase at *** ** *** *** I'm really surprised Sears would be a bit nonchalant about retaining a customer in such a competitive market I guess my business is not worth it to them. *** ***
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,
Travis D***
June 27,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return the lawn mower after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsSince Ms*** mentioned that she ordered the lawn mower online, we would like to note that we provide a link to review the full return policy right below the description of the lawn mowerWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms*** purchased the mower on May 7, 2016, and picked it up on May 11, and then attempted to return it on June 15, she was clearly over the 30-day “hassle-free” return period
However, after the Sears hassle-free 30-day return/exchange period has expired, the lawn mower is covered by the manufacturer’s warranty for parts and laborAccording to our records, the lawn mower has been shipped off for warranty repairIf the technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warrantyIn the interim, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
August 3, *** *** 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 gift card offered by Sears It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that we issued a product discount of $to Ms*** credit account, $was added to her Shop Your Way Rewards (SYWR) account instead of an email GC on July 15, 2016, and a second concession of $was issued to her SYWR on June 22, 2016, by our Customer Care Team as an apology for her dissatisfaction with delivery. As such, it would seem that Ms*** has already received a total amount of discounts and concessions exceeding the amount she requested. Therefore, at this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted 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 *** *** *** ***
February 9, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** ** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding an item she purchased
form one of our Marketplace sellers, *** Warehouse As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Apparently, Ms*** has contacted *** Warehouse on several occasions and they informed her that they could no assist as the purchase had exceeded their day return period policyWe want to note that it appears that the listing on the site for the item did not note a warranty periodHowever, Ms*** may try to contact the manufacturer of the pump and see if they can assist, but there is nothing more we can do As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions and under those, we are not able to grant Ms*** request for additional assistanceIn closure, since we are unable to assist further, and this decision is in accordance to our posted terms and conditions, we have closed our file. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Specialist, Regulatory ComplaintsEmail: *** Tell us why here
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,
Emily T***
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, although they were not going to take any action like this until they were contacted by youThank you for your help on solving thisI still hate sears.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The reason for my complaint was not answered I cannot and do not believe that the old refrigerator could not have been picked up earlier For Safety Reasons Sears is a Nation-wide company I was not being unreasonable in asking that it be picked up earlier I didn't ask that they come back that night even though they were notified minutes after they delivered the new refrigerator I don't understand why another truck even if they had to subcontract a separate truck could not come out earlier than having to wait days Surely a company this size and customer oriented should have a back up plan when something like this happens Again this was an old refrigerator that was left at the curb of an older residential development and if it would have fallen on a child or caused property damage being left there for days Would Sears have taken ownership I don't think so I had my son take the doors off Again for safety issues I want a more complete answer to my complaint not just an apology I wonder if I was somebody important Would that have made a difference Again Sears made the mistake so for customer satisfaction I am not satisfied with their answer
Sincerely,
*** ***
May 24,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding her funds being retained by one of our Kmart
stores
Upon receiving *** *** complaint, we reached out to her and she states that she got her bank involved on Friday, May 20, 2016. She also received a call from *** at Kmart store# *** who gave her the money owed. *** *** husband went to Kmart to receive the refund. Because we value *** *** patronage and regret this incidence, we have processed a gift card in the amount of $which will be received in 7-business days to the address listed on this complaint. That being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** 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
***
***
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 would note that the response and response letter should have some clarification for documentation. First, the letter points to the service being expedited. Although it's true Revdex.com facilitated in moving up the service date, it was still days. Second, the letter states that another appointment was required to resolve the issue. That is not true. Sears told us from the get go that they absolutely refused to have the service person show up with the parts on their first visit. Period. And, last, it is ok that we are given a month extended warranty, but that does not begin to make up for the extreme inconvenience that could have been avoided if Sears would have provided prompt service.
Sincerely,
Carol J***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10973759, and find that this resolution is satisfactory to me
Sincerely,
Wunmi ***
August 31, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a
recent purchase In response to this letter, arrangements were made to provide Mr*** with the propane unit at no additional cost to him as a courtesy even though it sold for a higher price Our records indicate that the new unit was installed on August 15, Since we have granted Mr*** request, 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,*** *** Specialist, Regulatory Complaints*** *** Tell us why here
Complaint: ***
I am rejecting this response because: Sears is the company that ran the a for this stove in there Sunday paperThey also quoted the reference for cancelling a order thru them based on the agreement they shared with their third party merchant. The complaint is based on this agreement Sears said they had with this third party merchant on Sears.com website and not with the third party merchant. If I had ordered directly with *** I would understand and accept their return party, but this was not the case. Sears .com should fulfill their agreement stated to the customer or state that the third party return policy and not the agreement they have would govern the stove and state what the policy really is
Sincerely,
*** ***
Nita ***s
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Clayton * *** #945***
Dear Ms***s:
We have completed the investigation of Mr*** complaint regarding Sears Home Services and Sears Delivery Solutions
It is first
important to note that Mr*** refrigerator was covered by a Sears Service Smart Agreement (SSA) since it was purchased to cover out of warranty repairs on June 14, Sears Home Services records indicate that on August 24, 2015, the refrigerator was deemed unable to be repaired and per the terms and conditions of the SSA, Mr*** was provided with a $Sears store credit to be used to replace his refrigeratorAll Mr*** needs to do is go to his local Sears and inform his sales associate that he has a store credit linked to his phone number ending in The sales associate will assist Mr*** in selecting a replacement unit and will schedule its delivery and hook upSears will cover the cost of delivery, hookup and removal of the old unit
Mr*** has been in contact with Ms*** as well as a member of the management team from the delivery carrier that accidentally marked his dryerThe carrier has informed Sears that they intend to make an appointment with Ms***, at his convenience, to see if they can remove the marker from the dryerWe will be providing an additional update once we have been advised of the results to remove the marker from the unit
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
November 28,
*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** ** *** *** ***We have completed the investigation of *** ***
complaint regarding his online order experience and non-receipt of a refund.It is
unfortunate that we failed *** *** expectations
when he initially placed an order for a lawnmower and received a different
itemWe can understand *** *** frustration with the series of events detailed
in his complaintWe regret that this incident occurred, and we can assure that
his concerns have been forwarded to management for review so that future
problems of this nature can be avertedAfter contacting Sears Online, we found
that Mr*** should have received the refund gift card by nowHowever, since
he has not Sears Online re-issued a replacement gift card of $which will
arrive via *** Mr*** can expect to receive the gift card within
business days from November 25, Additionally, we hope that in the future Mr
*** will allow us another opportunity to provide him with a better example of
customer service that we have built our reputation uponIn the interim, since
a replacement gift card has been generated and will be received in the mail
shortly, we respectfully ask to have this matter closedWe 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
June 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint regarding his dissatisfaction with customer service he received when he attempted to have a warranty alignment performed on his vehicle
We have Mr*** rebuttal, and we do not find that he has brought any new information to his complaintIt was our understanding that Mr*** worked at the auto center in Concord since he stated during our conversation “I know that is not how to treat customers since I use to work there”He did not clarify that he previously worked at a different locationWe apologize for the miscommunication; however, this information does not affect his complaint
As previously stated, we reached out to Auto Center Manager Miguel *** to assist with Mr*** complaintMr*** made an attempt to contact Mr*** to make arrangements for the realignment of his vehicleSince he was unable to reach Mr***, he left a voicemail with his contact informationSince Mr*** has not responded, we are unable to resolve his issue until Mr*** has the opportunity to discuss the matter with himMr*** may contact Auto Center Manager Miguel *** at (*** *** In the interim, we will consider this matter closed, pending his response
Again, 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
*** *** ***
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,
*** ***
January 28, *** *** 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
dissatisfaction with the return process *** ***, Store General Manager for Unit *** provided the following response: Ms*** did drop off her item to our store that she had ordered on Sears.comWe were only provided with the packing slip and she did not leave her name, phone number or any other informationBased on the slip we received, we were able to complete a returnWe contacted her to get information to complete the return without the receiptThe return went back to Ms*** Sears card under return receipt number *** on January 21, Since we were unable to determine the delivery charge and tax, we processed a refund of $which is more than she was chargedWe over refunded her to make sure the complete amount was issued to herAdditionally, we contacted Ms*** to let her know about the refund we had processedShould Ms*** have any further questions or concerns, she may contact our store directly at *** ***We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. 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
Complaint: ***
I am rejecting this response because:I do appreciate the apology from the Sears representative I'm not sure if he is understanding how their mistake cost me additional money .Had my freezer been at the store as they originally said, I would not have had to pay for delivery I had someone who was lined up that week who could have picked up and delivered at no charge Instead, I had to pay someone else to do this I am a single 'unemployed' mother Every penny counts in my house As I stated before, none of this would have happened if I made my purchase at *** ** *** *** I'm really surprised Sears would be a bit nonchalant about retaining a customer in such a competitive market I guess my business is not worth it to them. *** ***
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,
Travis D***
June 27,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return the lawn mower after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsSince Ms*** mentioned that she ordered the lawn mower online, we would like to note that we provide a link to review the full return policy right below the description of the lawn mowerWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms*** purchased the mower on May 7, 2016, and picked it up on May 11, and then attempted to return it on June 15, she was clearly over the 30-day “hassle-free” return period
However, after the Sears hassle-free 30-day return/exchange period has expired, the lawn mower is covered by the manufacturer’s warranty for parts and laborAccording to our records, the lawn mower has been shipped off for warranty repairIf the technician deems the unit non-repairable, then we would offer an exchange under the manufacturer’s warrantyIn the interim, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: I would like to be able to hear the call in full.
Sincerely,
*** ***
August 3, *** *** 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 gift card offered by Sears It is unfortunate that we failed Ms*** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records show that we issued a product discount of $to Ms*** credit account, $was added to her Shop Your Way Rewards (SYWR) account instead of an email GC on July 15, 2016, and a second concession of $was issued to her SYWR on June 22, 2016, by our Customer Care Team as an apology for her dissatisfaction with delivery. As such, it would seem that Ms*** has already received a total amount of discounts and concessions exceeding the amount she requested. Therefore, at this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted 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 *** *** *** ***
February 9, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** ** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding an item she purchased
form one of our Marketplace sellers, *** Warehouse As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Apparently, Ms*** has contacted *** Warehouse on several occasions and they informed her that they could no assist as the purchase had exceeded their day return period policyWe want to note that it appears that the listing on the site for the item did not note a warranty periodHowever, Ms*** may try to contact the manufacturer of the pump and see if they can assist, but there is nothing more we can do As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions and under those, we are not able to grant Ms*** request for additional assistanceIn closure, since we are unable to assist further, and this decision is in accordance to our posted terms and conditions, we have closed our file. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Specialist, Regulatory ComplaintsEmail: *** Tell us why here
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,
Emily T***
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, although they were not going to take any action like this until they were contacted by youThank you for your help on solving thisI still hate sears.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The reason for my complaint was not answered I cannot and do not believe that the old refrigerator could not have been picked up earlier For Safety Reasons Sears is a Nation-wide company I was not being unreasonable in asking that it be picked up earlier I didn't ask that they come back that night even though they were notified minutes after they delivered the new refrigerator I don't understand why another truck even if they had to subcontract a separate truck could not come out earlier than having to wait days Surely a company this size and customer oriented should have a back up plan when something like this happens Again this was an old refrigerator that was left at the curb of an older residential development and if it would have fallen on a child or caused property damage being left there for days Would Sears have taken ownership I don't think so I had my son take the doors off Again for safety issues I want a more complete answer to my complaint not just an apology I wonder if I was somebody important Would that have made a difference Again Sears made the mistake so for customer satisfaction I am not satisfied with their answer
Sincerely,
*** ***
May 24,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding her funds being retained by one of our Kmart
stores
Upon receiving *** *** complaint, we reached out to her and she states that she got her bank involved on Friday, May 20, 2016. She also received a call from *** at Kmart store# *** who gave her the money owed. *** *** husband went to Kmart to receive the refund. Because we value *** *** patronage and regret this incidence, we have processed a gift card in the amount of $which will be received in 7-business days to the address listed on this complaint. That being said, because we have addressed *** *** complaint, we respectfully request this complaint be closed
We apologize to *** *** 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
***
***
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 would note that the response and response letter should have some clarification for documentation. First, the letter points to the service being expedited. Although it's true Revdex.com facilitated in moving up the service date, it was still days. Second, the letter states that another appointment was required to resolve the issue. That is not true. Sears told us from the get go that they absolutely refused to have the service person show up with the parts on their first visit. Period. And, last, it is ok that we are given a month extended warranty, but that does not begin to make up for the extreme inconvenience that could have been avoided if Sears would have provided prompt service.
Sincerely,
Carol J***