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
Thank you very much for your help!
Sincerely,
*** *** ***
December 28, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** Dear Ms*** We have completed the investigation of Ms***’s rebuttal Assistant Manager *** *** provided the following response: I have spoken with Ms*** and a service appointment has been setup for January 4, If there are any malfunctions found with her items, they will be repaired free of charge in accordance with the terms of her warrantyShould Ms*** have any questions or concerns, I (Thomas) may be reached during business hours at *** *** 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 Tell us why here
June 14,
*** *** 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 dresses she purchased 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 policyThe copy of the receipt that Ms*** was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Furthermore, it is not an associate’s responsibility to anticipate questions that a consumer might haveIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the dresses on April 18, 2016, and then attempted to return them on June 10, 2016, she was clearly over the 30-day “hassle-free” return period
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
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
*** *** ***
September 6, Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: Loria ** *** - # *** Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with her local Sears Optical location We are in receipt of Ms*** complaint filed with your officeLuxottica Retail’s vision is to provide legendary serviceWe are sorry that Ms*** feels that we fell short of our goal and is dissatisfied with the Sears Optical Windward Mall Clarice ***, Customer Relations Consultant for Luxottica Retail, our business partner in operating the optical location referenced in Ms*** complaint, has provided the following response, and we have included it in its entirety below: Ms*** states that she feels that the Sears Optical Buy One, Get One Free promotion is misleading We apologize for any frustration that Ms*** may have experienced with this situationFeedback from our customers is appreciated Optical Manager Howard *** contacted Ms*** to discuss her concerns and to apologize for any misunderstanding regarding the promotionIt is our understanding that Ms*** is not seeking any compensation and is satisfied after speaking with Mr*** Thank you for contacting Luxottica Retail Sincerely, Clarice *** Escalations Specialist Sears Optical Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
December 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order
As clarification, Ms*** order was placed through one of our Marketplace vendors, *** *** *** 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. However, the disclaimer on our website covering any errors due to pricing, description or inventory errors, also encompasses any merchandise shown from our vendors. In the case of this item, it seems that it was not available after allHowever, if it was a pricing error of some kind, as we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, we are unable to grant Ms*** request as illustrated above and since she has received a refund for the item in question, 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 Complaints Direct Dial: *** Email: ***
Complaint: ***
I am rejecting this response because: I had to wait 7-business days to get a credit that I didn't receive on timeI had to call to get my credit and try to reorder the same purchaseThen when I received it, they gave me a pair of underwear that I didnt order and still billed me the one I never receivedI was told they will refund me my order, and I will have to order againThis order was August 31,New order number ***I have been trying to order from this company too many times in reference to the same situationI still have not received my refund as of today, and I've been calling them day after day
Sincerely,
Pamela W***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 30,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Jiping ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his recent Third Party Marketplace online order
After researching the complaint filed, we found that Mr*** had placed an order with *** Photo, 1** *** **Brooklyn NY 11206, phone *** ***, email info@***.comUnfortunately, the initial refund gift card was not receivedTherefore, a replacement gift card of $was processed on September 17, According to the UPS tracking number 1Z5076Ethe gift card was delivered on September 22, We apologize for the delay Mr*** experience and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedShould Mr*** have any further questions regarding the refund of his gift card, then he may contact Sears Online directly at (800) *** In the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed our investigation regarding Ms*** complaint regarding a recent transaction We have spoken with Ms*** in regard to this issueMs*** received the points she was requesting in her letter and we offered to provide her with an additional $worth as a courtesy, which she acceptedIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the reponse as to how they plan to resolve the issue.however resolving the issue is taking so longAnd when there was an availability to service A/C I was given less than hour notice, needless to say there was no one home on 7/Please keep this case open as the matter to date has not been resolvedThank you
January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his washer and his request to have
the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** purchased the Master Protection Agreement (MPA) on September 7, 2016. Since purchasing the agreement, Mr*** has had two service calls completed, but only one qualifying repair. On December 1, 2016, under service order ***, no issue was found with the washer; the technician recommended using less soap. Under service order *** (completed December 29, 2016), the technician replaced a control board; this is the only qualifying repair completed under the MPA While we understand that Mr*** is frustrated and feels that his washer has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure…” As we stated previously, Mr*** washer has only had one qualifying repair to dateFurthermore, a review of the notes within the service orders does not show that a replacement was recommended by either technician. With that said, since we have explained why a replacement is currently not an option for Mr*** and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. 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
Sincerely,
Christopher B***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding services under his Sears Home Warranty We would first like to point out that *** *** Home Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr*** contract With that being said CCHS informed of the following: “The service company provided the service report this afternoon, January 17, The claim is approved for the repairs on the pool-pumpThey are able to perform the repairs this weekI have communicated this to Mrs*** and she has accepted the repairsThe service partner explained that there was a major fire at their shop and everything was lost hence why they hadn’t contacted us or the customerI have also refunded the deductible to Mrand Mrs*** due to the delays.” Since CCHS has moved forward with the repairs of the pool pump and it is our understanding that the *** have agreed with the repairs we have closed this case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 24,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Bettie ** ***
Dear Ms***,
We have completed the investigation of Ms
*** complaint regarding her online order
After researching the complaint filed and the online order notes, we found that Ms*** placed an order with a Third Party Marketplace vendor, ***.comWhen the item was returned a refund attempt was made on August 18, 2015, however there was a system error which caused the refund to failWe apologize for the delay in receiving the refund in question and can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that said, the refund was re-processed today September 24, 2015, and Ms*** can expect to receive the full refund within to business days or by October 1, Should Ms*** have any further questions or concerns, she may contact me via email at Eligia.***@searshc.comIn the interim, since the refund has been re-processed, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
February 21, 2017 Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #11954878- Carolyn *** Dear Mrs***: We have completed our investigation of Ms***’s complaint about several transactions as it relates to her
Shop Your Way Rewards (SYWR) account We have reviewed Ms***’s account and find that she was rewarded all of the points she was dueWe want to stress that the screen where points are calculated at checkout as well as the order confirmation email both say “points displayed are estimates only.” The order confirmation email says “Points displayed are estimates onlyPoints earned vary based on purchase(s), offers, cancelations or subsequent modifications to your orderExpiration dates varyVisit www.shopyourway.com for details.” Some promotions are dependent upon meeting certain terms and those terms are displayed for consumer view if they choose to look at themFor instance, if points are used to pay for a purchase, more points would not be earnedAlso, if coupons are used, this can reduce the total below a spend threshold that may be required to earn pointsAll of this is disclosed in the terms and conditions of the SYWR program We apologize if this was unclear to Ms***, but we would suggest that she review the terms and conditions of any promotion she may consider carefully in the future prior to placing an orderAs for Ms***’s request, we will be unable to grant her request for further points as they were not earned as noted aboveHowever, if her purchases meet the criteria noted under our return policy, she may request a return if she wishes In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns. Sincerely, Tammie ***Sears Holdings Corporation Regulatory Complaint Specialist Tammie.***@searshc.com Tell us why here
February 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her laundry center and her
request to have the unit replaced under her Master Protection Agreement (MPA) It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receipt of Ms*** complaint, we reviewed his service history to determine whether she qualifies for a replacement laundry centerOur records show that Ms*** purchased the Master Protection Agreement (MPA) on October 1, 2015. Since purchasing the agreement, Ms*** has had two repairs qualifying completed. On January 10, 2017, under service order *** the technician replaced the timer and switches. Under service order *** (completed February 2, 2017); the technician replaced a washer kit and rod assembly While we understand that Ms*** is frustrated and feels that her laundry center has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure…” As we stated previously, Ms*** laundry center has only had two qualifying repairs to date While a replacement is currently not an option, we have processed a laundry reimbursement check for $to assist Ms*** with any out-of-pocket laundry expenses she may have incurred; she should receive the check in the next two weeksWith that said, since we have explained why a replacement is currently not an option for Ms*** and we have documented her concerns with the repair process, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear MsV*** We have completed the investigation of MsD***S*** rebuttal to our previous response Upon receiving MsD***-S*** follconcerns, we contacted R*** Y*** with Sears Driving School for further assistance. MrY*** responded on June 28, 2017, that he reprocessed the $refund since he was able to verify that the refund never released. Additionally, he reiterated that MsD***-T*** mother was offered another class at no cost and that she can contact the driving school location to schedule the class. However, no further compensation will be provided. Our position is that MsD***-S*** and her mother bear the responsibility in selecting the correct class and they had ample opportunity to verify what was needed before MsD***-S*** mother signed up for the course.. Furthermore, MsD***S*** mother took over half the class before she realized that she was in the wrong class, even though while she was in class the information she received only detailed how to obtain a license and never mentioned anything about road signs or laws. With that said, since we have reiterated that only a refund of the class MsD***-S*** mother took will be provided, and we have offered her mother a second class at no charge, we consider this matter addressed and closed Again, appreciate the opportunity to address this matter. Sincerely, M*** L*** Regulatory Complaints Specialist
July 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problems he encountered with customer service
when he recently purchased a new dishwasher
It is unfortunate that we failed Mr*** expectations when he recently purchased a dishwasherWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe 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 further
We contacted Mr*** to discuss his concerns and he confirmed that on July 8, our technician had located the missing part for the replacement dishwasherMr*** confirmed that the dishwasher is operationalWe assured Mr*** that his complaint regarding our customer service has been forwarded to our management team for review and will be handled internallyWe also forwarded the compliment to our technician’s manager for review as wellWith 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
*** *** ***
October 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed our review Mr* *** rebuttal complaint to the previous response provided regarding his refund that has been processed We have reviewed Mr* *** rebuttal complaint, and we do not find that he has brought any new information to his complaintWe understand that he remains dissatisfied with this response and can only apologizeUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantAs stated in our previous response, the checks were processed on October 14th and ten business days from that date would be October 28, In Mr* *** case we do apologize that we failed his expectations, but we feel the refund that was processed and mailed to Mr*** is relative to the circumstances and our decision is final. 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
February 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that the product was returned via *** on February 15, Therefore, we processed a refund under return receipt number *** The credit will post to Ms*** account within to business daysIn the interim, 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
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
Thank you very much for your help!
Sincerely,
*** *** ***
December 28, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** Dear Ms*** We have completed the investigation of Ms***’s rebuttal Assistant Manager *** *** provided the following response: I have spoken with Ms*** and a service appointment has been setup for January 4, If there are any malfunctions found with her items, they will be repaired free of charge in accordance with the terms of her warrantyShould Ms*** have any questions or concerns, I (Thomas) may be reached during business hours at *** *** 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 Tell us why here
June 14,
*** *** 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 dresses she purchased 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 policyThe copy of the receipt that Ms*** was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Furthermore, it is not an associate’s responsibility to anticipate questions that a consumer might haveIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the dresses on April 18, 2016, and then attempted to return them on June 10, 2016, she was clearly over the 30-day “hassle-free” return period
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
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
*** *** ***
September 6, Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: Loria ** *** - # *** Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with her local Sears Optical location We are in receipt of Ms*** complaint filed with your officeLuxottica Retail’s vision is to provide legendary serviceWe are sorry that Ms*** feels that we fell short of our goal and is dissatisfied with the Sears Optical Windward Mall Clarice ***, Customer Relations Consultant for Luxottica Retail, our business partner in operating the optical location referenced in Ms*** complaint, has provided the following response, and we have included it in its entirety below: Ms*** states that she feels that the Sears Optical Buy One, Get One Free promotion is misleading We apologize for any frustration that Ms*** may have experienced with this situationFeedback from our customers is appreciated Optical Manager Howard *** contacted Ms*** to discuss her concerns and to apologize for any misunderstanding regarding the promotionIt is our understanding that Ms*** is not seeking any compensation and is satisfied after speaking with Mr*** Thank you for contacting Luxottica Retail Sincerely, Clarice *** Escalations Specialist Sears Optical Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
December 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order
As clarification, Ms*** order was placed through one of our Marketplace vendors, *** *** *** 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. However, the disclaimer on our website covering any errors due to pricing, description or inventory errors, also encompasses any merchandise shown from our vendors. In the case of this item, it seems that it was not available after allHowever, if it was a pricing error of some kind, as we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, we are unable to grant Ms*** request as illustrated above and since she has received a refund for the item in question, 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 Complaints Direct Dial: *** Email: ***
Complaint: ***
I am rejecting this response because: I had to wait 7-business days to get a credit that I didn't receive on timeI had to call to get my credit and try to reorder the same purchaseThen when I received it, they gave me a pair of underwear that I didnt order and still billed me the one I never receivedI was told they will refund me my order, and I will have to order againThis order was August 31,New order number ***I have been trying to order from this company too many times in reference to the same situationI still have not received my refund as of today, and I've been calling them day after day
Sincerely,
Pamela W***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 30,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Jiping ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his recent Third Party Marketplace online order
After researching the complaint filed, we found that Mr*** had placed an order with *** Photo, 1** *** **Brooklyn NY 11206, phone *** ***, email info@***.comUnfortunately, the initial refund gift card was not receivedTherefore, a replacement gift card of $was processed on September 17, According to the UPS tracking number 1Z5076Ethe gift card was delivered on September 22, We apologize for the delay Mr*** experience and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedShould Mr*** have any further questions regarding the refund of his gift card, then he may contact Sears Online directly at (800) *** In the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
January 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed our investigation regarding Ms*** complaint regarding a recent transaction We have spoken with Ms*** in regard to this issueMs*** received the points she was requesting in her letter and we offered to provide her with an additional $worth as a courtesy, which she acceptedIn light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the reponse as to how they plan to resolve the issue.however resolving the issue is taking so longAnd when there was an availability to service A/C I was given less than hour notice, needless to say there was no one home on 7/Please keep this case open as the matter to date has not been resolvedThank you
January 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his washer and his request to have
the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr*** complaint, we reviewed his service history to determine whether he qualifies for a replacement washerOur records show that Mr*** purchased the Master Protection Agreement (MPA) on September 7, 2016. Since purchasing the agreement, Mr*** has had two service calls completed, but only one qualifying repair. On December 1, 2016, under service order ***, no issue was found with the washer; the technician recommended using less soap. Under service order *** (completed December 29, 2016), the technician replaced a control board; this is the only qualifying repair completed under the MPA While we understand that Mr*** is frustrated and feels that his washer has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure…” As we stated previously, Mr*** washer has only had one qualifying repair to dateFurthermore, a review of the notes within the service orders does not show that a replacement was recommended by either technician. With that said, since we have explained why a replacement is currently not an option for Mr*** and we have documented his concerns with the repair process, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. 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
Sincerely,
Christopher B***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding services under his Sears Home Warranty We would first like to point out that *** *** Home Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr*** contract With that being said CCHS informed of the following: “The service company provided the service report this afternoon, January 17, The claim is approved for the repairs on the pool-pumpThey are able to perform the repairs this weekI have communicated this to Mrs*** and she has accepted the repairsThe service partner explained that there was a major fire at their shop and everything was lost hence why they hadn’t contacted us or the customerI have also refunded the deductible to Mrand Mrs*** due to the delays.” Since CCHS has moved forward with the repairs of the pool pump and it is our understanding that the *** have agreed with the repairs we have closed this case We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 24,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Bettie ** ***
Dear Ms***,
We have completed the investigation of Ms
*** complaint regarding her online order
After researching the complaint filed and the online order notes, we found that Ms*** placed an order with a Third Party Marketplace vendor, ***.comWhen the item was returned a refund attempt was made on August 18, 2015, however there was a system error which caused the refund to failWe apologize for the delay in receiving the refund in question and can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that said, the refund was re-processed today September 24, 2015, and Ms*** can expect to receive the full refund within to business days or by October 1, Should Ms*** have any further questions or concerns, she may contact me via email at Eligia.***@searshc.comIn the interim, since the refund has been re-processed, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
February 21, 2017 Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #11954878- Carolyn *** Dear Mrs***: We have completed our investigation of Ms***’s complaint about several transactions as it relates to her
Shop Your Way Rewards (SYWR) account We have reviewed Ms***’s account and find that she was rewarded all of the points she was dueWe want to stress that the screen where points are calculated at checkout as well as the order confirmation email both say “points displayed are estimates only.” The order confirmation email says “Points displayed are estimates onlyPoints earned vary based on purchase(s), offers, cancelations or subsequent modifications to your orderExpiration dates varyVisit www.shopyourway.com for details.” Some promotions are dependent upon meeting certain terms and those terms are displayed for consumer view if they choose to look at themFor instance, if points are used to pay for a purchase, more points would not be earnedAlso, if coupons are used, this can reduce the total below a spend threshold that may be required to earn pointsAll of this is disclosed in the terms and conditions of the SYWR program We apologize if this was unclear to Ms***, but we would suggest that she review the terms and conditions of any promotion she may consider carefully in the future prior to placing an orderAs for Ms***’s request, we will be unable to grant her request for further points as they were not earned as noted aboveHowever, if her purchases meet the criteria noted under our return policy, she may request a return if she wishes In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns. Sincerely, Tammie ***Sears Holdings Corporation Regulatory Complaint Specialist Tammie.***@searshc.com Tell us why here
February 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her laundry center and her
request to have the unit replaced under her Master Protection Agreement (MPA) It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her refrigeratorWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receipt of Ms*** complaint, we reviewed his service history to determine whether she qualifies for a replacement laundry centerOur records show that Ms*** purchased the Master Protection Agreement (MPA) on October 1, 2015. Since purchasing the agreement, Ms*** has had two repairs qualifying completed. On January 10, 2017, under service order *** the technician replaced the timer and switches. Under service order *** (completed February 2, 2017); the technician replaced a washer kit and rod assembly While we understand that Ms*** is frustrated and feels that her laundry center has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure…” As we stated previously, Ms*** laundry center has only had two qualifying repairs to date While a replacement is currently not an option, we have processed a laundry reimbursement check for $to assist Ms*** with any out-of-pocket laundry expenses she may have incurred; she should receive the check in the next two weeksWith that said, since we have explained why a replacement is currently not an option for Ms*** and we have documented her concerns with the repair process, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for honoring your agreement and your prompt response
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear MsV*** We have completed the investigation of MsD***S*** rebuttal to our previous response Upon receiving MsD***-S*** follconcerns, we contacted R*** Y*** with Sears Driving School for further assistance. MrY*** responded on June 28, 2017, that he reprocessed the $refund since he was able to verify that the refund never released. Additionally, he reiterated that MsD***-T*** mother was offered another class at no cost and that she can contact the driving school location to schedule the class. However, no further compensation will be provided. Our position is that MsD***-S*** and her mother bear the responsibility in selecting the correct class and they had ample opportunity to verify what was needed before MsD***-S*** mother signed up for the course.. Furthermore, MsD***S*** mother took over half the class before she realized that she was in the wrong class, even though while she was in class the information she received only detailed how to obtain a license and never mentioned anything about road signs or laws. With that said, since we have reiterated that only a refund of the class MsD***-S*** mother took will be provided, and we have offered her mother a second class at no charge, we consider this matter addressed and closed Again, appreciate the opportunity to address this matter. Sincerely, M*** L*** Regulatory Complaints Specialist
July 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problems he encountered with customer service
when he recently purchased a new dishwasher
It is unfortunate that we failed Mr*** expectations when he recently purchased a dishwasherWe value Mr*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe 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 further
We contacted Mr*** to discuss his concerns and he confirmed that on July 8, our technician had located the missing part for the replacement dishwasherMr*** confirmed that the dishwasher is operationalWe assured Mr*** that his complaint regarding our customer service has been forwarded to our management team for review and will be handled internallyWe also forwarded the compliment to our technician’s manager for review as wellWith 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
*** *** ***
October 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed our review Mr* *** rebuttal complaint to the previous response provided regarding his refund that has been processed We have reviewed Mr* *** rebuttal complaint, and we do not find that he has brought any new information to his complaintWe understand that he remains dissatisfied with this response and can only apologizeUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantAs stated in our previous response, the checks were processed on October 14th and ten business days from that date would be October 28, In Mr* *** case we do apologize that we failed his expectations, but we feel the refund that was processed and mailed to Mr*** is relative to the circumstances and our decision is final. 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
February 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that the product was returned via *** on February 15, Therefore, we processed a refund under return receipt number *** The credit will post to Ms*** account within to business daysIn the interim, 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