As of today's date Tuesday November 8th, the claims company Segway has failed to call me back to start the process of repairing my damaged floor in the kitchen.
Complaint: ***
I am rejecting this response because:
Sincerely,
Murray ***
September 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have completed the investigation of Mr***
complaint regarding the discrepancy in a page he was viewing for tool chests and then the price of the items once he added them to his cart As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedRegardless though, when there is an error whether it shows on the product page or in the cart for the wrong price, the price would not be honoredIf the order was actually placed for that amount it would have been canceled In Mr***’ case, from his narrative it sounds like the error had already been caught and he was dissatisfied that we would not reduce the price to the incorrect amount of $Per our terms and conditions, it sounds like we explained to him why we would not honor his requestIf Mr*** would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.htmlWe have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” With that said, since our refusal to honor the incorrect price was just in accordance with the posted terms and conditions that govern our website, we remain unable to honor Mr***’ request to receive this priceAs this decision is commensurate to the circumstances, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct *** *** *** Email: ***
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding her patio furniture set
We have spoken with the manufacturer
and it was our understanding that they will be contacting *** *** regarding this issue and they will work with her to find a resolutionIn light of the aforementioned information, we respectfully ask that this matter be considered closed
In closure, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
I regret having to take your time with this matter - I feel the Sears Management made an acceptable offer in view of their negligent Signage - I was percent ready withphoto proof of the signs and the names of the Clerk who I said had a clear view of me in the dept - see I didn't switch signs ETC ETC (was Sears Mistake) I do thank you and Revdex.com for the opportunity to settle the case w/o the hassle of going to small claims - or further aggravation I did get a call from a *** number when I was on the other line - bI had a chance to put the party on hold and switch lines - the caller hung up - No Voice Message - Even though the system offered that - and No Call Back ---- Huh ??? OK - I was so happy to hear you resolved this and I don't think I would have had this cooperation w/o your assistance - KUDOS and Thanks Again Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: These are lies and it is sick the way this place operates I have all of my notes and can show my rewards but that's fine treat and lie to your customers some moreThis is why I filed the complaint with the Revdex.com because it's just them not being honestAnd funny thing your Roseville store offers me a $gift card why in the world would they do that? Of course I did not accept this I wanted it fixed correctly since the store tells me they have an item and I get a email but the email was sent in errorWOW! Great customer service.
Sincerely,
*** ***
June 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First,
we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted *** *** with *** for assistance. On June 14, 2016, the technicians examined Ms*** refrigerator and ordered a new condenser. However, when they returned on June 23, 2016, they found that the condenser was not needed. Ms*** spoke with Mr*** on June 27, 2016, and he confirmed that the refrigerator was working properlyAs a conciliatory gesture, we have processed a $gift card, which should be received in the mail in the next two to three weeks. With that said, since we have documented Ms*** concerns with the repair process and completed the repair to her refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a dryer purchased from Sears We have processed an in
warranty exchange and Mr*** new *** dryer has been ordered and will be delivered to his home tomorrow, July 20, If Mr*** has any additional concerns, he can reach me via phone or email, he has all of my contact informationAt this time, since we have processed the exchange, we ask that this complaint be closed pending further contactWe 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
November 9, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** ** *** * * *** *** ***We have
completed our investigation *** *** complaint regarding his
dissatisfaction with Sears Home
Services.First,
we would like to apologize to *** *** for failing his expectations in regard
to the repair of his refrigeratorAdditionally,
we would like to assure *** *** that we appreciate his valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and we appreciate the opportunity to address the
customer service issues outlined within *** *** complaint, so that future
problems can be averted. On November 6, 2015, *** *** was authorized an exchange under his exceptional parts warranty. *** *** reselected that same day and is expecting delivery on November 17,
2015. While we ae unable to compensate *** *** for his frustrating experience, we have processed a $gift card as
a conciliatory gestureThe request was submitted on November 9, 2015, so *** *** should receive it in the mail within the next two to three weeksWith
that said, since an exchange has been processed for *** *** and we have documented
his concerns with the repair process, we ask to have this matter closed.Again,
we apologize to *** *** and we appreciate the opportunity to address this
matterSincerely,*** *** *** ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her mother’s
purchase District Manager *** *** provided the following response: It seems that Ms*** bought a fridge online, but it was not delivered home because it was too largeAfter that, Ms*** visited the Ionia store where they put her on the phone with Sears DeliveryAnother attempt was scheduled, but it was not delivered because it seemed the item was too bigMs*** then canceled her order and she was told it may take days for her account to reflect the creditShe then a new refrigerator form the store and has since had it delivered We are unsure as to why Ms*** daughter feels her mother should have been given $in points and free deliveryThe original refrigerator may have qualified for that promotion, but it was being sold online and it was a different model from the one she keptThe local store was not obligated to apply the same promotion to the new saleHowever, they have added $worth of point to Ms*** SYWR account as a courtesyAlso a $credit was applied to Ms*** account as wellWe will not be providing any further credits or discount, points or otherwise in relation to this purchaseShould Ms*** have any further questions or concerns, I (*** may be reached during business hours at *** ***light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ricky *** - # *** Dear Ms***: We have completed our investigation of Mr*** rebuttal to our previous response Mr*** oven is no longer covered under any warranty and therefore, Mr*** is responsible for the cost of any repairs. While the repair took longer than expected, the delay does not entitle Mr*** to a free repairThe 30% refund we issued to Mr*** was done solely as a courtesy; we were not obligated to provide any refund. While Mr*** is dissatisfied with the $refund he received, no further accommodations will be forthcoming. As this decision is final, we have closed our file Again, we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms***: We have completed the investigation of Ms***’s rebuttal regarding Sears Home Services and repairs to her refrigeratorI spoke with Ms*** this morning and offered her an in warranty exchangeMs*** has my contact information and will let me know what refrigerator she would likeI will process exchange and ensure her satisfaction with her selectionWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his weed trimmer
We apologize for any misunderstanding and for the manner in which Mr*** says his concerns were addressedThat said, we want to note that the trimmer is now almost two years old and we have no way to conclusively determine what may or may not have been said at the time of sale since so much time has elapsedFurthermore, we feel that Mr*** should have bought the attachment he mentions while the trimmer was within the return policy period (days.) If the issue has been discovered then, we would have gladly accepted both items and provide him with either an exchange or a refundAt this time, we do not feel it is a reasonable request given the age of the trimmer and we are not obligated to honor his request due to the terms of our return policyAccording to our parts site, the edger attachment is not returnable, but the cost seems to be less than $As a courtesy, we are willing to discount the purchase of a new trimmer by 20% off a new one if bought at SearsThis would apply on top of regular sale prices, but not to clearance, closeout, floor model, previously used or outlet merchandiseIf that is not acceptable, we can send Mr*** a $gift card as an alternativeShould Mr*** wish to accept one of our offers, I may be reached during business hours at ***In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 Complaint Specialist Sears Holdings Corporation *** *** ***
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Shawndra N *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding a washer and dryer purchased from Sears OutletSherri ***, Sears
Outlet District Sales Manager provided the following response: It is unfortunate that we failed Ms*** expectations when she issues arose after the delivery of her washer and dryerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears Outlet has built our reputation upon, but we would understand if this is not possibleMs*** lease had been cancelled and moving forward, if we can be of any assistance to Ms***, she can contact Gerald *** at ***/***That said, we ask that this complaint be closedWe apologize to Ms*** 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
Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
September 30,
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Richard *** # 9457***
Dear Ms***:
We have completed the investigation of Mr
***' complaint regarding service on his refrigerator
It is unfortunate that we failed Mr***' expectations when he called Sears for service on his refrigeratorWe value Mr***' patronage can understand how waiting an extended period of time for repair has caused him to lose faith in SearsWe are in the process of hiring additional staff in Mr***' area so alleviate the amount of wait time that he experienced so future problems of this nature can be avertedWe can only reiterate our apologized and truly regret that we failed his expectationsOur service records indicate that the repairs were completed on September 9, and his refrigerator is now working as designedThat being said, because we have addressed Mr***' complaint and his refrigerator has been repaired, 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,
Erica ***
Regulatory Claims Specialist
***
Erica.***@searshc.com
Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
October 14,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #9***- Phyllis and James ***
Dear Ms***:
We have completed the
investigation of Mr***'s complaint regarding the repair of their refrigerator
We have received Mr***'s complaint and apologize that it has taken longer than anticipated to repairWe escalated his concerns and were able to get sooner service for Mr*** on October 12, Per our records, the refrigerator is now working as designedThat being said, because Mr***'s refrigerator is in working order, 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,
Erica ***
Regulatory Complaints Specialist
***
Erica.***@searshc.com
Initial Business Response /* (1000, 8, 2015/06/02) */
Contact Name and Title: *** ***
June 2,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***
We have completed the investigation of
Mr***'s complaint regarding his tractor repair
After receiving Mr***'s complaint, a follservice call was scheduledOn May 28, 2015, a Sears technician examined and tested Mr***'s tractor; he found no issues with the functionalityAdditionally, the Technical Manager has left several messages for Mr*** to follon the tractorIn the interim, based upon the technician's findings, no refund is warrantedFurthermore, if the tractor has further issues, the repair completed on April 29, 2015, carries a 90-day service guaranteeWith that said, since no issues were found with Mr***'s tractor, and he has not returned the Technical Manager's calls, we ask that this matter be closed
We apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 10, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The commentary above is inaccurateThe calls from the technician were returned and the lawnmower was repaired by the technicianThe response from Sears misrepresents what actually happenedSigh
We can close this case as the mower is now working properlyThank you Revdex.com for your handling of the situation
Final Business Response /* (4000, 12, 2015/06/08) */
Contact Name and Title: *** ***
June 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal to our previous response
Our office was advised that the Technical Manager was unable to reach Mr***; we were not commenting on any communication between the technician and Mr***At this time, since Mr*** has indicated that his tractor has been repaired and it is our understanding that he has no other concerns at this time, 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
Final Consumer Response /* (2000, 14, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The tractor is repaired
May 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed the
investigation of Ms*** complaint regarding her washer We have spoken with Ms*** in regard to this issueIn the interest of consumer satisfaction, we offered to replace her washer and she was provided with the information as to how to proceedSince it appears that this matter has been resolved, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Complaint: ***
I am rejecting this response because it does not accurately reflect my conversation with the service provider Please note that I was told that Sears would not refund the service fee I did not "accept" that responseI was given no option I continue to assert that I should not be charged for any fee due to the extremely incompetent serviceI demand a full refund.
Sincerely,
*** ***
May 2, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her dishwasher
According to our records, the contractor that we had arranged to provide service missed the estimated time of arrival and Ms*** wanted us to narrow that time frame down furtherUnfortunately, that is not possible and it is an estimated time frameThere are many factors that can delay the arrival of a service person as they never know how long the previous job may take and they cannot control traffic or weather conditionsThat said, we did offer to send a Sears technician if possible, but Ms*** did not respond to our offerAt this time, Ms*** purchase has passed the time frame allowed under our return policy and service is her only option according to the terms of her manufacturer’s warrantyAlthough Ms*** manufacturer’s warranty expired as of April 6, 2017, we will cover this repair if she contacts us to schedule it within days from the date of this letter at the email address listed below; after that, out offer will be null and void and any repair or replacement costs will be her responsibility 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*** Tell us why here
April 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and parts missing from his sears.com order 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. Additionally, on April 2, 2017, *** ***, Member Experience Manager, contacted Mr*** to discuss his concerns and offered to order the parts missing from his tool chest and have them delivered to his home without charge or reimburse him by check for any parts that he may purchase independently. However, Mr*** declined both offers. Mr*** is welcome to contact Ms*** at *** option 2, should he reconsider our offer. 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 Mr*** 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 *** *** *** ***
As of today's date Tuesday November 8th, the claims company Segway has failed to call me back to start the process of repairing my damaged floor in the kitchen.
Complaint: ***
I am rejecting this response because:
Sincerely,
Murray ***
September 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have completed the investigation of Mr***
complaint regarding the discrepancy in a page he was viewing for tool chests and then the price of the items once he added them to his cart As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedRegardless though, when there is an error whether it shows on the product page or in the cart for the wrong price, the price would not be honoredIf the order was actually placed for that amount it would have been canceled In Mr***’ case, from his narrative it sounds like the error had already been caught and he was dissatisfied that we would not reduce the price to the incorrect amount of $Per our terms and conditions, it sounds like we explained to him why we would not honor his requestIf Mr*** would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.htmlWe have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” With that said, since our refusal to honor the incorrect price was just in accordance with the posted terms and conditions that govern our website, we remain unable to honor Mr***’ request to receive this priceAs this decision is commensurate to the circumstances, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct *** *** *** Email: ***
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding her patio furniture set
We have spoken with the manufacturer
and it was our understanding that they will be contacting *** *** regarding this issue and they will work with her to find a resolutionIn light of the aforementioned information, we respectfully ask that this matter be considered closed
In closure, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
I regret having to take your time with this matter - I feel the Sears Management made an acceptable offer in view of their negligent Signage - I was percent ready withphoto proof of the signs and the names of the Clerk who I said had a clear view of me in the dept - see I didn't switch signs ETC ETC (was Sears Mistake) I do thank you and Revdex.com for the opportunity to settle the case w/o the hassle of going to small claims - or further aggravation I did get a call from a *** number when I was on the other line - bI had a chance to put the party on hold and switch lines - the caller hung up - No Voice Message - Even though the system offered that - and No Call Back ---- Huh ??? OK - I was so happy to hear you resolved this and I don't think I would have had this cooperation w/o your assistance - KUDOS and Thanks Again Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: These are lies and it is sick the way this place operates I have all of my notes and can show my rewards but that's fine treat and lie to your customers some moreThis is why I filed the complaint with the Revdex.com because it's just them not being honestAnd funny thing your Roseville store offers me a $gift card why in the world would they do that? Of course I did not accept this I wanted it fixed correctly since the store tells me they have an item and I get a email but the email was sent in errorWOW! Great customer service.
Sincerely,
*** ***
June 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First,
we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted *** *** with *** for assistance. On June 14, 2016, the technicians examined Ms*** refrigerator and ordered a new condenser. However, when they returned on June 23, 2016, they found that the condenser was not needed. Ms*** spoke with Mr*** on June 27, 2016, and he confirmed that the refrigerator was working properlyAs a conciliatory gesture, we have processed a $gift card, which should be received in the mail in the next two to three weeks. With that said, since we have documented Ms*** concerns with the repair process and completed the repair to her refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a dryer purchased from Sears We have processed an in
warranty exchange and Mr*** new *** dryer has been ordered and will be delivered to his home tomorrow, July 20, If Mr*** has any additional concerns, he can reach me via phone or email, he has all of my contact informationAt this time, since we have processed the exchange, we ask that this complaint be closed pending further contactWe 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, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
November 9, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** ** *** * * *** *** ***We have
completed our investigation *** *** complaint regarding his
dissatisfaction with Sears Home
Services.First,
we would like to apologize to *** *** for failing his expectations in regard
to the repair of his refrigeratorAdditionally,
we would like to assure *** *** that we appreciate his valuable feedback,
since we compile this information to identify any negative trends and work
towards rectifying any shortcomings within our customer service network. We do
not take these matters lightly and we appreciate the opportunity to address the
customer service issues outlined within *** *** complaint, so that future
problems can be averted. On November 6, 2015, *** *** was authorized an exchange under his exceptional parts warranty. *** *** reselected that same day and is expecting delivery on November 17,
2015. While we ae unable to compensate *** *** for his frustrating experience, we have processed a $gift card as
a conciliatory gestureThe request was submitted on November 9, 2015, so *** *** should receive it in the mail within the next two to three weeksWith
that said, since an exchange has been processed for *** *** and we have documented
his concerns with the repair process, we ask to have this matter closed.Again,
we apologize to *** *** and we appreciate the opportunity to address this
matterSincerely,*** *** *** ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her mother’s
purchase District Manager *** *** provided the following response: It seems that Ms*** bought a fridge online, but it was not delivered home because it was too largeAfter that, Ms*** visited the Ionia store where they put her on the phone with Sears DeliveryAnother attempt was scheduled, but it was not delivered because it seemed the item was too bigMs*** then canceled her order and she was told it may take days for her account to reflect the creditShe then a new refrigerator form the store and has since had it delivered We are unsure as to why Ms*** daughter feels her mother should have been given $in points and free deliveryThe original refrigerator may have qualified for that promotion, but it was being sold online and it was a different model from the one she keptThe local store was not obligated to apply the same promotion to the new saleHowever, they have added $worth of point to Ms*** SYWR account as a courtesyAlso a $credit was applied to Ms*** account as wellWe will not be providing any further credits or discount, points or otherwise in relation to this purchaseShould Ms*** have any further questions or concerns, I (*** may be reached during business hours at *** ***light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ricky *** - # *** Dear Ms***: We have completed our investigation of Mr*** rebuttal to our previous response Mr*** oven is no longer covered under any warranty and therefore, Mr*** is responsible for the cost of any repairs. While the repair took longer than expected, the delay does not entitle Mr*** to a free repairThe 30% refund we issued to Mr*** was done solely as a courtesy; we were not obligated to provide any refund. While Mr*** is dissatisfied with the $refund he received, no further accommodations will be forthcoming. As this decision is final, we have closed our file Again, we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms***: We have completed the investigation of Ms***’s rebuttal regarding Sears Home Services and repairs to her refrigeratorI spoke with Ms*** this morning and offered her an in warranty exchangeMs*** has my contact information and will let me know what refrigerator she would likeI will process exchange and ensure her satisfaction with her selectionWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his weed trimmer
We apologize for any misunderstanding and for the manner in which Mr*** says his concerns were addressedThat said, we want to note that the trimmer is now almost two years old and we have no way to conclusively determine what may or may not have been said at the time of sale since so much time has elapsedFurthermore, we feel that Mr*** should have bought the attachment he mentions while the trimmer was within the return policy period (days.) If the issue has been discovered then, we would have gladly accepted both items and provide him with either an exchange or a refundAt this time, we do not feel it is a reasonable request given the age of the trimmer and we are not obligated to honor his request due to the terms of our return policyAccording to our parts site, the edger attachment is not returnable, but the cost seems to be less than $As a courtesy, we are willing to discount the purchase of a new trimmer by 20% off a new one if bought at SearsThis would apply on top of regular sale prices, but not to clearance, closeout, floor model, previously used or outlet merchandiseIf that is not acceptable, we can send Mr*** a $gift card as an alternativeShould Mr*** wish to accept one of our offers, I may be reached during business hours at ***In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 Complaint Specialist Sears Holdings Corporation *** *** ***
Nita Virghes Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Shawndra N *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding a washer and dryer purchased from Sears OutletSherri ***, Sears
Outlet District Sales Manager provided the following response: It is unfortunate that we failed Ms*** expectations when she issues arose after the delivery of her washer and dryerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears Outlet has built our reputation upon, but we would understand if this is not possibleMs*** lease had been cancelled and moving forward, if we can be of any assistance to Ms***, she can contact Gerald *** at ***/***That said, we ask that this complaint be closedWe apologize to Ms*** 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
Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
September 30,
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Richard *** # 9457***
Dear Ms***:
We have completed the investigation of Mr
***' complaint regarding service on his refrigerator
It is unfortunate that we failed Mr***' expectations when he called Sears for service on his refrigeratorWe value Mr***' patronage can understand how waiting an extended period of time for repair has caused him to lose faith in SearsWe are in the process of hiring additional staff in Mr***' area so alleviate the amount of wait time that he experienced so future problems of this nature can be avertedWe can only reiterate our apologized and truly regret that we failed his expectationsOur service records indicate that the repairs were completed on September 9, and his refrigerator is now working as designedThat being said, because we have addressed Mr***' complaint and his refrigerator has been repaired, 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,
Erica ***
Regulatory Claims Specialist
***
Erica.***@searshc.com
Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
October 14,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #9***- Phyllis and James ***
Dear Ms***:
We have completed the
investigation of Mr***'s complaint regarding the repair of their refrigerator
We have received Mr***'s complaint and apologize that it has taken longer than anticipated to repairWe escalated his concerns and were able to get sooner service for Mr*** on October 12, Per our records, the refrigerator is now working as designedThat being said, because Mr***'s refrigerator is in working order, 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,
Erica ***
Regulatory Complaints Specialist
***
Erica.***@searshc.com
Initial Business Response /* (1000, 8, 2015/06/02) */
Contact Name and Title: *** ***
June 2,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***
We have completed the investigation of
Mr***'s complaint regarding his tractor repair
After receiving Mr***'s complaint, a follservice call was scheduledOn May 28, 2015, a Sears technician examined and tested Mr***'s tractor; he found no issues with the functionalityAdditionally, the Technical Manager has left several messages for Mr*** to follon the tractorIn the interim, based upon the technician's findings, no refund is warrantedFurthermore, if the tractor has further issues, the repair completed on April 29, 2015, carries a 90-day service guaranteeWith that said, since no issues were found with Mr***'s tractor, and he has not returned the Technical Manager's calls, we ask that this matter be closed
We apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 10, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The commentary above is inaccurateThe calls from the technician were returned and the lawnmower was repaired by the technicianThe response from Sears misrepresents what actually happenedSigh
We can close this case as the mower is now working properlyThank you Revdex.com for your handling of the situation
Final Business Response /* (4000, 12, 2015/06/08) */
Contact Name and Title: *** ***
June 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal to our previous response
Our office was advised that the Technical Manager was unable to reach Mr***; we were not commenting on any communication between the technician and Mr***At this time, since Mr*** has indicated that his tractor has been repaired and it is our understanding that he has no other concerns at this time, 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
Final Consumer Response /* (2000, 14, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The tractor is repaired
May 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed the
investigation of Ms*** complaint regarding her washer We have spoken with Ms*** in regard to this issueIn the interest of consumer satisfaction, we offered to replace her washer and she was provided with the information as to how to proceedSince it appears that this matter has been resolved, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Complaint: ***
I am rejecting this response because it does not accurately reflect my conversation with the service provider Please note that I was told that Sears would not refund the service fee I did not "accept" that responseI was given no option I continue to assert that I should not be charged for any fee due to the extremely incompetent serviceI demand a full refund.
Sincerely,
*** ***
May 2, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her dishwasher
According to our records, the contractor that we had arranged to provide service missed the estimated time of arrival and Ms*** wanted us to narrow that time frame down furtherUnfortunately, that is not possible and it is an estimated time frameThere are many factors that can delay the arrival of a service person as they never know how long the previous job may take and they cannot control traffic or weather conditionsThat said, we did offer to send a Sears technician if possible, but Ms*** did not respond to our offerAt this time, Ms*** purchase has passed the time frame allowed under our return policy and service is her only option according to the terms of her manufacturer’s warrantyAlthough Ms*** manufacturer’s warranty expired as of April 6, 2017, we will cover this repair if she contacts us to schedule it within days from the date of this letter at the email address listed below; after that, out offer will be null and void and any repair or replacement costs will be her responsibility 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*** Tell us why here
April 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and parts missing from his sears.com order 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. Additionally, on April 2, 2017, *** ***, Member Experience Manager, contacted Mr*** to discuss his concerns and offered to order the parts missing from his tool chest and have them delivered to his home without charge or reimburse him by check for any parts that he may purchase independently. However, Mr*** declined both offers. Mr*** is welcome to contact Ms*** at *** option 2, should he reconsider our offer. 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 Mr*** 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 *** *** *** ***