Complaint: ***
I am rejecting this response because: my bank statement will clearly show the amount taken out my account was not $but in fact was $now I can clearly show proof from the attachment
Sincerely,
Keyola ***
April 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding the replacement of her *** *** cooktopAfter discussing the issue
with *** ***, we are moving forward with a cash buy out under the Buy Out Clause of her master protection agreementThis is due to Sears is unable to provide a cooktop with the same features she currently hasWe have agreed to a buyout amount of $The needed forms have been emailed to *** *** and once received we will process a bank check in the amount of $With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If *** *** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this timeWe apologize to *** *** 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 concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Gracie ***
Dear Ms***,
We have completed the investigation of Ms***'s
complaint regarding her online order
After researching the order our records show that Ms*** placed an order for six different items which came to a subtotal of $After adding the shipping fee of $plus tax of $the final total came to $Ms*** paid with $in Shop Your Way Reward points and the remaining $was paid for by her Visa account ending in Additionally, we sent an email correspondence with the breakdown of the charges along with a copy of her Shop Your Way Reward account for her recordsShould Ms*** have any questions regarding her Shop Your Way Reward points she may contact (800) ***We apologize for any confusion with Ms***'s online order and we hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms***'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
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and alleged failure to provide a full refund for her cancelled order It is unfortunate that we failed Ms*** expectations when she cancelled her refrigerator order from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Ms*** local Sears Store revealed that Sears Delivery cancelled the refrigerator, which resulted in a refund for this item, but did not cancel the Protection Agreement she purchased for the refrigerator. Therefore, on May 12, 2016, Ms*** account was refunded for this portion of her purchase. Ms*** is welcome to contact *** *** at *** *** if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced We respectfully ask to have this matter closed, since we have noted Ms*** 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 *** *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Mr* *** complaint regarding his service experience Mr*** was contacted by our
service management and for customer satisfaction he was offered a reimbursement of $for laundry expense due to the incorrect information provided by our service technician caused a delay in the completion of his serviceThe request to process this reimbursement was sent on February 22, back on his *** card ending in ***Mr*** should see this credit back on his card within to business daysSince it is our understanding that this resolution was acceptable to Mr*** we have closed our 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 *** *** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Glen *** #*** Dear Ms***: We have completed the investigation of MrS***’s complaint regarding Sears Home Services and repairs to his refrigeratorI have emailed Mr
*** and have offered to replace his refrigerator per the terms of the units sealed system warrantyA comparable refrigerator has been identified and was noted in my email to MrS***Once I hear back from MrS***, I will process the in warranty exchange so that we can get a refrigerator to him as soon as possibleSince we have noted our intent to replace MrS***’s refrigerator per the sealed system warranty, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
July 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the repair of his
tractor
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Territory Member Advocate Team Member. Ms*** contacted Mr*** and discussed his complaint and agreed to refund him the cost of the upgraded tractor. That being said, because we have provided Mr*** with his requested resolution, we have closed our files
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
April 25,
*** *** 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 *** over-the-counter microwave 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: Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptionsWith that being said, the Kmart 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 over-the-counter microwave on February 20, and then attempted to return it on April 4, 2017, she was over the 30-day “hassle-free” return period
However, after the Kmart hassle-free 30-day return/exchange period has expired, microwave model *** is covered by the manufacturer, *** According to the owner’s manual, the microwave does have a 1-year manufacturer’s warranty*** One-Year Limited Warranty states, “For one year from the date of purchase, when this appliance is operated and maintained according to instructions attached to or furnished with the product, *** *** Microwave Oven and Electrical Appliances Manufacturing Co., Ltd(***) will pay for replacement parts and repair labor costs to correct defects in materials or workmanship, replace the appliance with an equivalent unit or a new unit, or refund the purchase price, solely at our optionService must be provided by a *** designated service companyTo Obtain Warranty Service and Troubleshooting Information: If you need service, first see the Before Calling for Service section of your User ManualTo obtain service, call our Consumer Care Center at: *** in the U.S.” Therefore, Ms*** would need to contact the manufacturer for a warranty repair or replacement
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms*** when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request for a refund or exchange
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
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is barely satisfactory to meAlthough the issue was finally resolved, I feel the interactions I had with Sears was extremely poor and unprofessionalI spent over hours of my time to remedy this situation and I still need to put more time inIt took one month of endless telephone conversations and going to the store in personThe store *** ** *** along with all the sales clerks would not return my callsNow the installer had to come backBEcause they did not level the stove aNd it is shaking when we are cookingWhen all is done it mightmonths of stress!!I wonder if Sears will pay me for my time and deduct it from the price of the stove??? They should! I am disgusted and I will never purchase anything from Sears again.
*
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: this was my response to the sears lady who called meevery store I go have some kind of an exception, store credit, or whateverI just could not understand why sears would not let me exchange onesiesI even asked the manager to process it as a non receipt return and I would pay the difference, but noyour online representative gave me the Hoffman heights address to send my complaint toif your company had good customer service, they would have at least acknowledge receipt of that item and or the complaint, but I never heard anythingI might not find that receipt since it has been two months, I will just count this as a loss and stay away from searsSince this experience, the only time I consider looking at sears now is if I see a posted deal for free points or something, but now I am considering staying away all togetherI know companies are supposed to document/scan all incoming mailit was a USPS package in a priority flat rate legal envelopIf it can be located fine, it not I will cut my lossesJust very disappointed at this kind of servicewhen I purchased those onesies, the return policy was not daysit was daysthats why I kept them for that longand I never said I attempted to return them on sep 2nd, it was in august, sept was when I mailed the complainif you can't locate them? what is a tracking number really going to do? other than prove I sent it in? anyways, you provide bad customer service and you have thieves in your officethe person who received that complain should have refused and resent the package back to me, but they kept itno one even acknowledged my complaintlike I said, sears will no longer be my go to placecheck your mail rosters for sept 9th, 10th or 11th
Sincerely,
Charlotte ***
February 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his washer repair It is
unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his washerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed his service order. It appears that he was receiving service through authorized service provider, *** *** Repair. Due to the issues he was experiencing, we scheduled a Sears technician to examine his washer. On February 1, 2017, the technician re-calibrated Mr*** washer and provided instruction on load sizes; completing the repair. With that said, since we have documented Mr*** concerns with the repair process, and we have completed the service to his washer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
November 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MrCharron placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** located at *** *** *** *** *** *** ** *** and Email: *** and telephone number (*** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that Sears Online submitted a refund request since the product had not been delivered by the sellerAccordingly, a refund of $was issued on November 14, In closure, since a full refund has been provided to Mr* *** we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 6, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Alescha *** Dear Ms***: We have completed our investigation of Ms***’ complaint regarding the service multiple services on her grandmother’s washerAfter
reviewing the service history and discussing the issue with Ms***, we authorized her for a replacement of the washer under the terms of the Master Protection Agreement (MPA)She has been provided with the necessary information to select a new washer, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms***’ approval, we have closed our fileWe apologize to Ms*** 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 concernsSincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
Complaint: ***
I am rejecting this response because: As I stated, I was willing and ready to accept an exchange and setup for a new washer and dryer but was never offered this as an optionAlso, the hrs of time wasted with customer service initiated by me is time that I can't get back in addition to the days off from work that I had to take in order to receive the deliveries and pick ups for the washer and dryer on separate occasionsThe lack of effort from the business to contact me and resolve this issue is disconcertingI was not provided adequate customer service and despite efforts to escalate the issue I was not assisted or responded to regarding my complaint even after submitting "formal complaints with sears directly." I think that $reimbursement for my inconvenience and loss wages to repay the install that had acquired is more than fairPlease repay the install fee for satisfactory resolution of this issue
Sincerely,
*** ***
March 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 to have the second order refunded 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, we found that the second order was processed by the delivery departmentWhile Ms*** requested a cancelation, the delivery department had not yet processed the refundTo resolve this matter, a full refund was processed today March 20, 2017, under return receipt number ***The credit of $780.15- will be credited back to Ms*** account within to business days from today’s dateAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a refund has been issued and will post to her account shortly, 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
July 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with appointment
availability and our scheduling process It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe apologize that we were unable to accommodate Ms*** schedule and arrange a mutually satisfying time frame for repairWe would like to clarify that Sears does not make any promise that service will be provided within a certain time frame or dateAlthough we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possibleWith that having been said, we do have a centralized scheduling process that streamlines our repair scheduling and makes it more efficient. The service visits are arranged in a circuit, with a predetermined starting and ending pointWe are glad to provide our customers with an estimated window of arrival on the date of serviceHowever, due to the many scenarios that can occur within a diagnosis and repair, it is not possible to give the exact time that our technician will arriveWe have documented that this process did not meet Ms*** needs, and we do compile this information to determine whether changes are warranted to satisfy our customers’ needs and our own business objectivesWith that said, after reviewing the service order history we found that service was completed on June 27, 2017, and the range is working to the manufacturers’ specificationsAdditionally, we hope that in the future MsW*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask this complaint to be 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
Sincerely,
Shirley ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885875, and find that this resolution is satisfactory to me
Sincerely,
Gloria Jean ***
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Mrs* *** We have completed our investigation of Mr*** complaint
regarding his drill As clarification, the manufacturer’s warranty for Mr*** drill stipulates that proof of purchase must be provide din order to receive a replacementAccording to our records, Mr*** was unable to supply a receipt for purchase; therefore, we are not obligated to provide him with a replacementUnfortunately, it seems that one of our agents provided some incorrect information when they offered to purchase a month service contract for the drill as it is not an item that we provide repair service forWe apologize for any misunderstandingAt this time, we are willing to try and help Mr*** locate a copy of his receiptIf he paid using a credit or debit card, we can research the purchase using that account number, which he will need to provideIf he paid with cash, we will have no way to trace his purchaseIf a receipt cannot be located, we are willing to send him a gift card for the value of the most comparable item we offer now, which would be $and he can use it to order a replacement online that may be delivered to his homeShould Mr*** wish to discuss the matter further, I may be reached at the email address listed below during business hoursIn light of the aforementioned information, we have closed our file We apologize to Mr*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Curtis M*** Dear *** *** We have completed our investigation of MrM*** complaint regarding his stove After reviewing the service history
and discussing the issue with MsM*** we have authorized a replacement of the stoveMsM*** had been informed of this offer and has been provided with the necessary information to select a new stoveAt this time we are waiting for MsM*** to make her selection and she has been provided with my direct contact informationSince it was our understanding that this resolution met with MsM*** approval, we have closed our file We apologize to MsM*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa *S*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: my bank statement will clearly show the amount taken out my account was not $but in fact was $now I can clearly show proof from the attachment
Sincerely,
Keyola ***
April 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** *** *** *** *** We have completed our investigation of *** *** complaint regarding the replacement of her *** *** cooktopAfter discussing the issue
with *** ***, we are moving forward with a cash buy out under the Buy Out Clause of her master protection agreementThis is due to Sears is unable to provide a cooktop with the same features she currently hasWe have agreed to a buyout amount of $The needed forms have been emailed to *** *** and once received we will process a bank check in the amount of $With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If *** *** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask that this matter remain closed at this timeWe apologize to *** *** 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 concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
August 11,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Gracie ***
Dear Ms***,
We have completed the investigation of Ms***'s
complaint regarding her online order
After researching the order our records show that Ms*** placed an order for six different items which came to a subtotal of $After adding the shipping fee of $plus tax of $the final total came to $Ms*** paid with $in Shop Your Way Reward points and the remaining $was paid for by her Visa account ending in Additionally, we sent an email correspondence with the breakdown of the charges along with a copy of her Shop Your Way Reward account for her recordsShould Ms*** have any questions regarding her Shop Your Way Reward points she may contact (800) ***We apologize for any confusion with Ms***'s online order and we hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms***'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
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and alleged failure to provide a full refund for her cancelled order It is unfortunate that we failed Ms*** expectations when she cancelled her refrigerator order from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Ms*** local Sears Store revealed that Sears Delivery cancelled the refrigerator, which resulted in a refund for this item, but did not cancel the Protection Agreement she purchased for the refrigerator. Therefore, on May 12, 2016, Ms*** account was refunded for this portion of her purchase. Ms*** is welcome to contact *** *** at *** *** if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced We respectfully ask to have this matter closed, since we have noted Ms*** 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 *** *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have completed our investigation of Mr* *** complaint regarding his service experience Mr*** was contacted by our
service management and for customer satisfaction he was offered a reimbursement of $for laundry expense due to the incorrect information provided by our service technician caused a delay in the completion of his serviceThe request to process this reimbursement was sent on February 22, back on his *** card ending in ***Mr*** should see this credit back on his card within to business daysSince it is our understanding that this resolution was acceptable to Mr*** we have closed our 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 *** *** ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Glen *** #*** Dear Ms***: We have completed the investigation of MrS***’s complaint regarding Sears Home Services and repairs to his refrigeratorI have emailed Mr
*** and have offered to replace his refrigerator per the terms of the units sealed system warrantyA comparable refrigerator has been identified and was noted in my email to MrS***Once I hear back from MrS***, I will process the in warranty exchange so that we can get a refrigerator to him as soon as possibleSince we have noted our intent to replace MrS***’s refrigerator per the sealed system warranty, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
July 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the repair of his
tractor
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Territory Member Advocate Team Member. Ms*** contacted Mr*** and discussed his complaint and agreed to refund him the cost of the upgraded tractor. That being said, because we have provided Mr*** with his requested resolution, we have closed our files
We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
April 25,
*** *** 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 *** over-the-counter microwave 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: Receipt dated within days required for most returns & exchangesSee Service Desk or Kmart.com for complete policy & exceptionsWith that being said, the Kmart 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 over-the-counter microwave on February 20, and then attempted to return it on April 4, 2017, she was over the 30-day “hassle-free” return period
However, after the Kmart hassle-free 30-day return/exchange period has expired, microwave model *** is covered by the manufacturer, *** According to the owner’s manual, the microwave does have a 1-year manufacturer’s warranty*** One-Year Limited Warranty states, “For one year from the date of purchase, when this appliance is operated and maintained according to instructions attached to or furnished with the product, *** *** Microwave Oven and Electrical Appliances Manufacturing Co., Ltd(***) will pay for replacement parts and repair labor costs to correct defects in materials or workmanship, replace the appliance with an equivalent unit or a new unit, or refund the purchase price, solely at our optionService must be provided by a *** designated service companyTo Obtain Warranty Service and Troubleshooting Information: If you need service, first see the Before Calling for Service section of your User ManualTo obtain service, call our Consumer Care Center at: *** in the U.S.” Therefore, Ms*** would need to contact the manufacturer for a warranty repair or replacement
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms*** when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request for a refund or exchange
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
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is barely satisfactory to meAlthough the issue was finally resolved, I feel the interactions I had with Sears was extremely poor and unprofessionalI spent over hours of my time to remedy this situation and I still need to put more time inIt took one month of endless telephone conversations and going to the store in personThe store *** ** *** along with all the sales clerks would not return my callsNow the installer had to come backBEcause they did not level the stove aNd it is shaking when we are cookingWhen all is done it mightmonths of stress!!I wonder if Sears will pay me for my time and deduct it from the price of the stove??? They should! I am disgusted and I will never purchase anything from Sears again.
*
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: this was my response to the sears lady who called meevery store I go have some kind of an exception, store credit, or whateverI just could not understand why sears would not let me exchange onesiesI even asked the manager to process it as a non receipt return and I would pay the difference, but noyour online representative gave me the Hoffman heights address to send my complaint toif your company had good customer service, they would have at least acknowledge receipt of that item and or the complaint, but I never heard anythingI might not find that receipt since it has been two months, I will just count this as a loss and stay away from searsSince this experience, the only time I consider looking at sears now is if I see a posted deal for free points or something, but now I am considering staying away all togetherI know companies are supposed to document/scan all incoming mailit was a USPS package in a priority flat rate legal envelopIf it can be located fine, it not I will cut my lossesJust very disappointed at this kind of servicewhen I purchased those onesies, the return policy was not daysit was daysthats why I kept them for that longand I never said I attempted to return them on sep 2nd, it was in august, sept was when I mailed the complainif you can't locate them? what is a tracking number really going to do? other than prove I sent it in? anyways, you provide bad customer service and you have thieves in your officethe person who received that complain should have refused and resent the package back to me, but they kept itno one even acknowledged my complaintlike I said, sears will no longer be my go to placecheck your mail rosters for sept 9th, 10th or 11th
Sincerely,
Charlotte ***
February 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his washer repair It is
unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his washerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we reviewed his service order. It appears that he was receiving service through authorized service provider, *** *** Repair. Due to the issues he was experiencing, we scheduled a Sears technician to examine his washer. On February 1, 2017, the technician re-calibrated Mr*** washer and provided instruction on load sizes; completing the repair. With that said, since we have documented Mr*** concerns with the repair process, and we have completed the service to his washer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
November 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MrCharron placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** located at *** *** *** *** *** *** ** *** and Email: *** and telephone number (*** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that Sears Online submitted a refund request since the product had not been delivered by the sellerAccordingly, a refund of $was issued on November 14, In closure, since a full refund has been provided to Mr* *** we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 6, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Alescha *** Dear Ms***: We have completed our investigation of Ms***’ complaint regarding the service multiple services on her grandmother’s washerAfter
reviewing the service history and discussing the issue with Ms***, we authorized her for a replacement of the washer under the terms of the Master Protection Agreement (MPA)She has been provided with the necessary information to select a new washer, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms***’ approval, we have closed our fileWe apologize to Ms*** 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 concernsSincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
Complaint: ***
I am rejecting this response because: As I stated, I was willing and ready to accept an exchange and setup for a new washer and dryer but was never offered this as an optionAlso, the hrs of time wasted with customer service initiated by me is time that I can't get back in addition to the days off from work that I had to take in order to receive the deliveries and pick ups for the washer and dryer on separate occasionsThe lack of effort from the business to contact me and resolve this issue is disconcertingI was not provided adequate customer service and despite efforts to escalate the issue I was not assisted or responded to regarding my complaint even after submitting "formal complaints with sears directly." I think that $reimbursement for my inconvenience and loss wages to repay the install that had acquired is more than fairPlease repay the install fee for satisfactory resolution of this issue
Sincerely,
*** ***
March 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 to have the second order refunded 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, we found that the second order was processed by the delivery departmentWhile Ms*** requested a cancelation, the delivery department had not yet processed the refundTo resolve this matter, a full refund was processed today March 20, 2017, under return receipt number ***The credit of $780.15- will be credited back to Ms*** account within to business days from today’s dateAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a refund has been issued and will post to her account shortly, 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
July 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with appointment
availability and our scheduling process It is unfortunate that we failed Ms*** expectations and we can understand her frustration with the series of events noted in her complaintWe apologize that we were unable to accommodate Ms*** schedule and arrange a mutually satisfying time frame for repairWe would like to clarify that Sears does not make any promise that service will be provided within a certain time frame or dateAlthough we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possibleWith that having been said, we do have a centralized scheduling process that streamlines our repair scheduling and makes it more efficient. The service visits are arranged in a circuit, with a predetermined starting and ending pointWe are glad to provide our customers with an estimated window of arrival on the date of serviceHowever, due to the many scenarios that can occur within a diagnosis and repair, it is not possible to give the exact time that our technician will arriveWe have documented that this process did not meet Ms*** needs, and we do compile this information to determine whether changes are warranted to satisfy our customers’ needs and our own business objectivesWith that said, after reviewing the service order history we found that service was completed on June 27, 2017, and the range is working to the manufacturers’ specificationsAdditionally, we hope that in the future MsW*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask this complaint to be 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
Sincerely,
Shirley ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885875, and find that this resolution is satisfactory to me
Sincerely,
Gloria Jean ***
March 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Mrs* *** We have completed our investigation of Mr*** complaint
regarding his drill As clarification, the manufacturer’s warranty for Mr*** drill stipulates that proof of purchase must be provide din order to receive a replacementAccording to our records, Mr*** was unable to supply a receipt for purchase; therefore, we are not obligated to provide him with a replacementUnfortunately, it seems that one of our agents provided some incorrect information when they offered to purchase a month service contract for the drill as it is not an item that we provide repair service forWe apologize for any misunderstandingAt this time, we are willing to try and help Mr*** locate a copy of his receiptIf he paid using a credit or debit card, we can research the purchase using that account number, which he will need to provideIf he paid with cash, we will have no way to trace his purchaseIf a receipt cannot be located, we are willing to send him a gift card for the value of the most comparable item we offer now, which would be $and he can use it to order a replacement online that may be delivered to his homeShould Mr*** wish to discuss the matter further, I may be reached at the email address listed below during business hoursIn light of the aforementioned information, we have closed our file We apologize to Mr*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Curtis M*** Dear *** *** We have completed our investigation of MrM*** complaint regarding his stove After reviewing the service history
and discussing the issue with MsM*** we have authorized a replacement of the stoveMsM*** had been informed of this offer and has been provided with the necessary information to select a new stoveAt this time we are waiting for MsM*** to make her selection and she has been provided with my direct contact informationSince it was our understanding that this resolution met with MsM*** approval, we have closed our file We apologize to MsM*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa *S*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***