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,
Erin ***
July 15, *** ***
*Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the
delivery of a washer he purchased from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that Mr*** did not pay for delivery on his order. However, we would be willing to offer him a credit of $as an apology for his inconvenience. If Mr*** would like to accept this offer, he may contact Regulatory Complaint Specialist *** *** ** *** *** within days from the date of this letter. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed pending Mr*** response, since we have noted his comments and proposed an equitable resolution 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: The store manager I spoke with stated he would refund my money, which I assumed would be by cash or check, not a gift certificate. And as of this time there has been no firm day or time for this to take place. I am waiting for him to finalize these details with me. Thank you so much for assisting me with this matter, it would not have been resolved without your help
Sincerely,
*** ***
June 21, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Dear Ms*** This letter serves to confirm
that Sears Home Improvement Products (SHIP) has been in contact with Mr*** The SHIP service technician, Pedro, has been out to the home to inspect the wood under the siding. Rotten wood was not found at that time. Mr*** is sending me the color pictures for review so his remaining concerns can be addressed accordingly. Once the pictures have been received and we have a proposed resolution, I will provide you with an update Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** *** ** *** *** ** *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** *** via 1st Class Postage
Complaint: ***
I am rejecting this response because:Sears is completely lying and I want the highest level of Revdex.com to contact me at (***) ***No one ever offered an RMA return for the treadmillThis is absolutely falseNo one ever called meNo one ever offered to helpI was in contact with Sears SEVERAL times after moving into this house on August 1stThe date of July 19th for an RMA is not even possibleSears kept stating they were going to solve the issueSears dropped the ball like they did on everything else on this order. I told Sears in e-mail that I'm taking them to court if they don't return this treadmill and fix the damage in the house do the faulty washing machine installI'm not allowing the same people who installed it back in this houseEither this gets resolved next week or we take it to courtIt's that simpleI'm done wasting time. Again, I want someone from the highest level of the Revdex.com like Mary *** to contact me at (*** ***Sears is not going to be allowed to get away with this by making up responses, and then the Revdex.com just takes Sears word on it and not helps meWhat do we have the Revdex.com for if they are just going to side with large corporations who are ripping consumers off?Chris *** - (*** ***
Sincerely,
Chris ***
June 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding the problem she encountered when she attempted to return her purchase after the 30-day return period
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWe made an attempt to contact Ms*** and left a voicemail; we also sent an email with our contact informationAs previously stated, we contacted the store manager and she confirmed that the return policy is posted by the registers and in other locations in the storeMs*** is more than welcomed to revisit the store and any manager will show her the locations of the full return policyWe also mentioned that the full return policy can be reviewed online at Sears.com or any customer can ask an associateMs*** request to return her purchase has been deniedWe respectfully ask to have this matter closed at this time
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
*** ***
***
May 19, 2016*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with our customer service and the amount of the
refund he received for his sears.com order.It is unfortunate that we failed *** *** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Upon receipt of this complaint, we revealed that *** *** was assisted by Executive Member Services in February and at that time he was offered a Shop Your Way Rewards points credit of $to reimburse the tax amount missing from his refund and apologize for his experience *** *** accepted this offer and indicated that it met with his approval We feel that our resolution exceeds what would be considered commensurate to the circumstances of *** *** complaint, and for this reason we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him 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 *** *** 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*** *** ***
April 25,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have not fully completed our investigation of Ms* *** complaint regarding the problems she encountered with the purchase and
installation of her washer and dryer
We apologize for the delay in responding to this complaintWe forwarded this matter to the Store Manager *** *** for assistance and are currently awaiting her responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact me directly at ***
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 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** *** Dear Ms***, We have completed the investigation of MrG*** complaint regarding his dissatisfaction with our
customer service and non-receipt of his sears.com order It is unfortunate that we failed MrG*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $was issued to his *** account on June 15, 2017. MrG*** may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 MrG*** comments and the requested 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 *** *** *** ***
June 21,
*** *** 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 her purchase 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...” Since Ms*** purchased the clothing on April 28, 2016, and then attempted to return it on June 9, 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
*** *** ***
July 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94***- Kristen ***
Dear Ms***,
We have completed the investigation of Mrs***'s complaint regarding her dissatisfaction with our customer service and failure
to provide service for her television
It is unfortunate that we failed Mrs***'s expectations when she recently contacted Sears regarding her Protection Agreement and a problem with her televisionWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that having been said, Elizabeth ***, Service Fulfillment Lead for Sears Authorized Services, attempted to reach Mrs*** on June 24th and June 25, 2015, to discuss her concerns and offer to send an authorized local service provider to evaluate her televisionHowever, it does not appear that Mrs*** replied to her messagesGT Electronics of Anchorage, Alaska has also attempted to reach Mrs***Until we have the opportunity to speak with Mrs*** and evaluate her television, we are unable to work toward a resolutionIf Mrs*** still needs assistance, she may contact Elizabeth *** at 407-***, or GT Electronics at 907-*** within fifteen days from the date of this letterWe respectfully ask to have this matter closed, pending Mrs***'s response
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki ***
Regulatory Complaint Specialist
512-***
1-800-*** *** ***
March 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order experience and
request for a cancelation and refund *** ***, Store General Manager for Unit ***, provided the following response: After receiving the complaint filed we researched the issue as it was the first time management has been made aware of the matterWe can assure that her concerns have been forwarded to our District and Regional management for review so that future problems of this nature can be avertedFinally, our store made contact with *** *** and she has received her refund in fullShould *** *** have any further questions or concerns, we encourage her to contact our store management first so that we may have an opportunity to work toward a resolution in the futureIn the interim, since *** *** has received her requested resolution, 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
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have been unable
to complete the investigation of Mr*** complaint regarding tire warranty Our automotive department has been trying to contact Mr*** via phone, but they have been unsuccessfulAn email was also sent, but there has been no reply as wellIf Mr*** would reply to the email that was sent to him, we could then discuss his issue and try to resolve the matterWe 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: the chain is of INFERIOR quality. It has broken once. Repairing it will only lead to a breakage at a later date and Sears will not warranty the product then. It was like pulling teeth to get any kind of response this time
Sincerely,
Harry ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr.*** took care of my concerns and provided a replacement of the appliance....his professional concerns and action were completely acceptable to meI would hope that this matter has been resolved and the Revdex.com need not take further actionI will say that the Revdex.com made the difference in my issue, as the hour phone call in my atttempt to solve this problem directly with the company previously did notTHANK YOU FOR THE ASSISTANCE WITH MY CASEand thank you Mr***
Complaint: ***
I am rejecting this response because: I used the old ploy 'If I do it for you everyone will want it!' with my childrenSears/K Mart are going extinct because of their cheating of customersIt is unrealistic to think that a $item will bankrupt them; they are failing on their ownThe representative that phoned me told me that 'online sales' are the reason for store closuresIf that were true why is it so difficult to check out at Walmart? Their stores are crowded and they are NOT cheating customersI welcome the passing of Sears/K MartTheir stores demise brings opportunity for better companies thus 'making American shopping great again'Congratulations Sears, you cheated a year old disabled Veteran out of $8.
Sincerely,
*** ***
February 8,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the performance of his
washer and his request for an exchange
Upon receipt of Mr*** complaint we researched the service order and case notes related to his washerOur records indicate that Mr*** purchased the washer on May 23, and that he called on September 29, to report that the washer does not have enough waterAfter speaking with our tech support line, service was scheduled for a technician to assess the washerOn October 4, our technician reported that the washer was working as designed, and that he provided instructions on cycle selectionMr*** called again on December 27, and contacted our customer solutions teamHe requested to exchange the washer, but his request was denied and he accepted another service appointmentOn January 6, our technician noted that the washer was working, and possible water pressure issueMr*** called again the next day and our technician returned on January 13, Our technician found an error code and performed a calibrationThe repair was completed and the washer tested ok
We would like to note that the Owner’s Manual states that this *** washer is a low-water cleaning washerThe troubleshooting section also notes under “not enough water in washer” states that this is operation for a High Efficiency (HE) low water washerIt also covers “dry spots on load after cycle”, and it states that the high speed combined with air flow during the final spin cycle can cause items near the top of the load to develop dry spots during the final spin; this is normal
As far as Mr*** request for an exchange is concerned, we did not find that this is warranted; particularly since Mr*** purchased the washer on May 23, and did not request an exchange within our day return/exchange periodAs clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
November 29,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have not fully completed our investigation of Ms*** rebuttal to our response regarding her dissatisfaction with the quality of the dishwasher and problems encountered with the return process
We apologize to Ms*** for delay in the uninstallation process and that we failed to meet her expectationsWe forwarded this matter to our installation management team to schedule another appointmentAccording to our records, the removal of the dishwasher is scheduled for November 30, We are committed to providing a fair and equitable resolution and ask that Ms*** allow us fourteen business days to complete the return and refund processIn the interim, should Ms*** have any questions, she may contact me directly at ***
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 Claims Specialist
Sears Holdings Corporation
*** ***
Initial Business Response /* (1000, 5, 2015/05/31) */
Contact Name and Title: *** ***
Contact Email: ***@searshc.com
May 31,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms
***
We have completed the investigation of Mr***'s complaint regarding the delay in repair of his push mower
Upon receiving Mr***'s complaint, we escalated his complaint to Riya Heeralal, Service Fulfillment Team Lead who states the following:
I have reviewed Mr***'s information and it appears that the unit has not yet arrived at the repair center
I have therefore authorized a replacement credit of $due to the service delays
Mr*** was contacted and advised of the replacement via voicemailThat being said, because we have provided Mr*** with his requested resolution, we respectfully request this complaint be closed
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 Complaints Specialist
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This replacement is of equal value so I have not lost all my moneyUnfortunately I paid for a service plan that I had on the other mower and I am out of that moneySince their service is so bad I most likely wouldn't take the mower back to them againI would like my money for the extended service plan
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,
Seana C***
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,
Erin ***
July 15, *** ***
*Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the
delivery of a washer he purchased from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that Mr*** did not pay for delivery on his order. However, we would be willing to offer him a credit of $as an apology for his inconvenience. If Mr*** would like to accept this offer, he may contact Regulatory Complaint Specialist *** *** ** *** *** within days from the date of this letter. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed pending Mr*** response, since we have noted his comments and proposed an equitable resolution 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: The store manager I spoke with stated he would refund my money, which I assumed would be by cash or check, not a gift certificate. And as of this time there has been no firm day or time for this to take place. I am waiting for him to finalize these details with me. Thank you so much for assisting me with this matter, it would not have been resolved without your help
Sincerely,
*** ***
June 21, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Dear Ms*** This letter serves to confirm
that Sears Home Improvement Products (SHIP) has been in contact with Mr*** The SHIP service technician, Pedro, has been out to the home to inspect the wood under the siding. Rotten wood was not found at that time. Mr*** is sending me the color pictures for review so his remaining concerns can be addressed accordingly. Once the pictures have been received and we have a proposed resolution, I will provide you with an update Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** *** ** *** *** ** *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** *** via 1st Class Postage
Complaint: ***
I am rejecting this response because:Sears is completely lying and I want the highest level of Revdex.com to contact me at (***) ***No one ever offered an RMA return for the treadmillThis is absolutely falseNo one ever called meNo one ever offered to helpI was in contact with Sears SEVERAL times after moving into this house on August 1stThe date of July 19th for an RMA is not even possibleSears kept stating they were going to solve the issueSears dropped the ball like they did on everything else on this order. I told Sears in e-mail that I'm taking them to court if they don't return this treadmill and fix the damage in the house do the faulty washing machine installI'm not allowing the same people who installed it back in this houseEither this gets resolved next week or we take it to courtIt's that simpleI'm done wasting time. Again, I want someone from the highest level of the Revdex.com like Mary *** to contact me at (*** ***Sears is not going to be allowed to get away with this by making up responses, and then the Revdex.com just takes Sears word on it and not helps meWhat do we have the Revdex.com for if they are just going to side with large corporations who are ripping consumers off?Chris *** - (*** ***
Sincerely,
Chris ***
June 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding the problem she encountered when she attempted to return her purchase after the 30-day return period
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWe made an attempt to contact Ms*** and left a voicemail; we also sent an email with our contact informationAs previously stated, we contacted the store manager and she confirmed that the return policy is posted by the registers and in other locations in the storeMs*** is more than welcomed to revisit the store and any manager will show her the locations of the full return policyWe also mentioned that the full return policy can be reviewed online at Sears.com or any customer can ask an associateMs*** request to return her purchase has been deniedWe respectfully ask to have this matter closed at this time
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
*** ***
***
May 19, 2016*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with our customer service and the amount of the
refund he received for his sears.com order.It is unfortunate that we failed *** *** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Upon receipt of this complaint, we revealed that *** *** was assisted by Executive Member Services in February and at that time he was offered a Shop Your Way Rewards points credit of $to reimburse the tax amount missing from his refund and apologize for his experience *** *** accepted this offer and indicated that it met with his approval We feel that our resolution exceeds what would be considered commensurate to the circumstances of *** *** complaint, and for this reason we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him 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 *** *** 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*** *** ***
April 25,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have not fully completed our investigation of Ms* *** complaint regarding the problems she encountered with the purchase and
installation of her washer and dryer
We apologize for the delay in responding to this complaintWe forwarded this matter to the Store Manager *** *** for assistance and are currently awaiting her responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact me directly at ***
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 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** *** Dear Ms***, We have completed the investigation of MrG*** complaint regarding his dissatisfaction with our
customer service and non-receipt of his sears.com order It is unfortunate that we failed MrG*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $was issued to his *** account on June 15, 2017. MrG*** may reply to our email if he has any further questions about this issue or his refund. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 MrG*** comments and the requested 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 *** *** *** ***
June 21,
*** *** 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 her purchase 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...” Since Ms*** purchased the clothing on April 28, 2016, and then attempted to return it on June 9, 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
*** *** ***
July 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94***- Kristen ***
Dear Ms***,
We have completed the investigation of Mrs***'s complaint regarding her dissatisfaction with our customer service and failure
to provide service for her television
It is unfortunate that we failed Mrs***'s expectations when she recently contacted Sears regarding her Protection Agreement and a problem with her televisionWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that having been said, Elizabeth ***, Service Fulfillment Lead for Sears Authorized Services, attempted to reach Mrs*** on June 24th and June 25, 2015, to discuss her concerns and offer to send an authorized local service provider to evaluate her televisionHowever, it does not appear that Mrs*** replied to her messagesGT Electronics of Anchorage, Alaska has also attempted to reach Mrs***Until we have the opportunity to speak with Mrs*** and evaluate her television, we are unable to work toward a resolutionIf Mrs*** still needs assistance, she may contact Elizabeth *** at 407-***, or GT Electronics at 907-*** within fifteen days from the date of this letterWe respectfully ask to have this matter closed, pending Mrs***'s response
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki ***
Regulatory Complaint Specialist
512-***
1-800-*** *** ***
March 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her online order experience and
request for a cancelation and refund *** ***, Store General Manager for Unit ***, provided the following response: After receiving the complaint filed we researched the issue as it was the first time management has been made aware of the matterWe can assure that her concerns have been forwarded to our District and Regional management for review so that future problems of this nature can be avertedFinally, our store made contact with *** *** and she has received her refund in fullShould *** *** have any further questions or concerns, we encourage her to contact our store management first so that we may have an opportunity to work toward a resolution in the futureIn the interim, since *** *** has received her requested resolution, 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
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have been unable
to complete the investigation of Mr*** complaint regarding tire warranty Our automotive department has been trying to contact Mr*** via phone, but they have been unsuccessfulAn email was also sent, but there has been no reply as wellIf Mr*** would reply to the email that was sent to him, we could then discuss his issue and try to resolve the matterWe 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: the chain is of INFERIOR quality. It has broken once. Repairing it will only lead to a breakage at a later date and Sears will not warranty the product then. It was like pulling teeth to get any kind of response this time
Sincerely,
Harry ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr.*** took care of my concerns and provided a replacement of the appliance....his professional concerns and action were completely acceptable to meI would hope that this matter has been resolved and the Revdex.com need not take further actionI will say that the Revdex.com made the difference in my issue, as the hour phone call in my atttempt to solve this problem directly with the company previously did notTHANK YOU FOR THE ASSISTANCE WITH MY CASEand thank you Mr***
Complaint: ***
I am rejecting this response because: I used the old ploy 'If I do it for you everyone will want it!' with my childrenSears/K Mart are going extinct because of their cheating of customersIt is unrealistic to think that a $item will bankrupt them; they are failing on their ownThe representative that phoned me told me that 'online sales' are the reason for store closuresIf that were true why is it so difficult to check out at Walmart? Their stores are crowded and they are NOT cheating customersI welcome the passing of Sears/K MartTheir stores demise brings opportunity for better companies thus 'making American shopping great again'Congratulations Sears, you cheated a year old disabled Veteran out of $8.
Sincerely,
*** ***
February 8,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the performance of his
washer and his request for an exchange
Upon receipt of Mr*** complaint we researched the service order and case notes related to his washerOur records indicate that Mr*** purchased the washer on May 23, and that he called on September 29, to report that the washer does not have enough waterAfter speaking with our tech support line, service was scheduled for a technician to assess the washerOn October 4, our technician reported that the washer was working as designed, and that he provided instructions on cycle selectionMr*** called again on December 27, and contacted our customer solutions teamHe requested to exchange the washer, but his request was denied and he accepted another service appointmentOn January 6, our technician noted that the washer was working, and possible water pressure issueMr*** called again the next day and our technician returned on January 13, Our technician found an error code and performed a calibrationThe repair was completed and the washer tested ok
We would like to note that the Owner’s Manual states that this *** washer is a low-water cleaning washerThe troubleshooting section also notes under “not enough water in washer” states that this is operation for a High Efficiency (HE) low water washerIt also covers “dry spots on load after cycle”, and it states that the high speed combined with air flow during the final spin cycle can cause items near the top of the load to develop dry spots during the final spin; this is normal
As far as Mr*** request for an exchange is concerned, we did not find that this is warranted; particularly since Mr*** purchased the washer on May 23, and did not request an exchange within our day return/exchange periodAs clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
November 29,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have not fully completed our investigation of Ms*** rebuttal to our response regarding her dissatisfaction with the quality of the dishwasher and problems encountered with the return process
We apologize to Ms*** for delay in the uninstallation process and that we failed to meet her expectationsWe forwarded this matter to our installation management team to schedule another appointmentAccording to our records, the removal of the dishwasher is scheduled for November 30, We are committed to providing a fair and equitable resolution and ask that Ms*** allow us fourteen business days to complete the return and refund processIn the interim, should Ms*** have any questions, she may contact me directly at ***
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 Claims Specialist
Sears Holdings Corporation
*** ***
Initial Business Response /* (1000, 5, 2015/05/31) */
Contact Name and Title: *** ***
Contact Email: ***@searshc.com
May 31,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms
***
We have completed the investigation of Mr***'s complaint regarding the delay in repair of his push mower
Upon receiving Mr***'s complaint, we escalated his complaint to Riya Heeralal, Service Fulfillment Team Lead who states the following:
I have reviewed Mr***'s information and it appears that the unit has not yet arrived at the repair center
I have therefore authorized a replacement credit of $due to the service delays
Mr*** was contacted and advised of the replacement via voicemailThat being said, because we have provided Mr*** with his requested resolution, we respectfully request this complaint be closed
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 Complaints Specialist
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This replacement is of equal value so I have not lost all my moneyUnfortunately I paid for a service plan that I had on the other mower and I am out of that moneySince their service is so bad I most likely wouldn't take the mower back to them againI would like my money for the extended service plan
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,
Seana C***