March 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer
service and failure to provide a refund for his tire It is unfortunate that we failed Mr*** expectations when he recently requested assistance from our Sears Auto CenterWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that the issue Mr*** experienced was due to our system allowing us to create a separate record for his vehicle under his son’s name. This issue has been corrected and *** ***, Manager for Sears Auto Center ***, has invited Mr*** to return to receive a refund of $113.00. Mr*** is welcome to contact Mr*** directly at (*** ***. At his time, we can only reiterate that we truly regret any inconvenience Mr*** may have experienced We hope that in the future he will allow us an 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 the requested resolution has been proposed 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 *** *** *** ***
September 15,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Sydney ***
Dear Ms***,
We have completed the investigation of Ms***'s complaint regarding her online order
Chris *** District Manager for Unit 4598, provided the following response:
We were able to reach out to Ms*** via the store and walked through her concernsIt appears that the order she purchase via our store was delivered to a local MDO where they have been unable to locate the productThe store was able to process a full return to Ms*** and I left a voicemail for her regarding this matterWe will ensure that we have done everything to retain Ms*** as a Sears memberIn the interim, Ms*** has received a full credit from the storeShould Ms*** have any questions, she may contact our store directly at (480) *** 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
Complaint: ***
I am rejecting this response because:Sears has tried and failed twice to repair the problem with my refrigeratorOn 9/14/Sears came to fix my refrigerator, and they were unable to repair it and fix the problemSears came again on 9/20/and again was not able to repair the refrigerator and fix the problemThey are scheduled to come again on 9/29/If they cannot repair the refrigerator they need to replace it
Sincerely,
Francis ***
September 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of MrJ*** complaint regarding his recent online order
experience and request the remaining refund Chris L*** Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed MrJ*** expectations can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we confirmed that the remaining refund of $was issued in the form of a check to the primary name listed on the original receipt which was Guadalupe T***Additionally, we hope that in the future MrJ*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponSince we have confirmed that the refund check has been received, 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
January 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund 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 Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** located at *** *** *** **., Richmond TX ***, 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 Ms*** 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 complaint filed, we sent an email correspondence to the seller *** on Ms*** behalf* replied on January 9, 2017, apologizing for the inconvenience and advising that they will be providing a return label to Ms*** within the next hours to return the item backShould Ms*** have any further questions, she may contact Fast Media or Sears via email at ***In closure, we respectfully ask to have this matter closed, pending Ms*** return 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
December 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when she returned
her washer and not receiving her refund in a timely basis
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of Ms*** complaint we researched the order and case notes related to her return and refundAccording to our records, on October 17, Ms*** purchased a Whirlpool washer, a hose and a protection agreement; she was charged a total of $On November 2, the washer was exchanged for a *** washer and she was charged an additional $The *** washer was returned and she was issued a refund of $in the form of a bank checkOur records also indicated that on November 14, our contract department issued a refund in the amount of $in the form of a bank checkHowever, Ms*** called that she had not received the second checkThe refund check was cancelled and on December 21, our contract department re-issued the refund of $to her credit cardOn December 29, Ms*** confirmed that the credit had posted to her accountSince Ms*** was charged a total of $and we issued two refunds totaling $806.98, she is due an additional $credit
We have been in contact with Ms*** and have requested her credit card information in order to process the remaining refundOnce we receive this information we will complete the processSince our agreement with the Revdex.com restricts the length of time a complaint can remain openMs*** has our written commitment to refund the remaining $18.37, so we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWith that being said, we respectfully request this case be closed
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
*** *** ***
March 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his non-receipt of a rebate
We would first like to apologize for any inconvenience *** *** may have experienced with this matterWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We reached out to *** *** via email and offered to send the rebate to him in the form of a check which he agreed toWe processed a check today March 8, 2016, for $which will arrive in the mail within to business daysFor *** *** records the receipt number is ***Additionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted *** *** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am waiting for the delivery of the mattress and box spring to close this caseWe had a previously scheduled delivery date that never occurred When the mattress is delivered on the 28th, I will be able to verify that the claim has indeed been satisfied and the case is closedUntil then, please keep the case open until the mattress is indeed deliveredThank you for your patience in helping us resolve this claim.
Sincerely,
Josianne B***
August 31,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the pair of her
refrigerator
We have reviewed Ms*** service history and apologize that the technician was unable to repair her refrigerator. We escalated Ms*** complaint to *** *** Territory Member Advocate Supervisor, who called Ms*** and discussed her concerns. Ms*** offered Ms*** a gift card for any inconveniences that she may have had to which she declined and stated that she didn’t want anything from Sears, nor did she want to deal with Sears any longer. That being said, because we have addressed Ms*** complaint, we respectfully request this complaint be 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 Complaints Specialist
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** **
January 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund of the returned item It is unfortunate if we failed Ms*** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we found that Sears Online issue a refund on January 2, 2017, under return receipt *** for $Should Ms*** have any questions, she may email us directly at *** Additionally, 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, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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,
*** ***I believe this resolution is the best that I will receive but it is not satisfactory, and I have therefore accepted it Sears proved themselves to be unhelpful throughout this process I plan never to purchase another appliance from Sears
February 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation Ms*** complaint regarding her washer
and her request for a free repair or a replacement Ms* *** purchased her refrigerator on October 31, 2015, and accepted delivery of the unit on November 2, 2015; the one-year manufacturer’s warranty that provides for a covered repair expired on November 2, 2016, and Ms*** did not purchase an extended warranty. Furthermore, a review of Ms*** service history shows she has only had two minor repairs since she purchased the washer. On December 1, 2015, the door hinge was replaced and on January 5, 2016, the technician replaced the door latch; both repairs were completed over a year ago. Furthermore, these parts could have failed because too much pressure was being applied to the door; such as leaning on the door when loading the washer or removing clothing from the washer While we empathize with Ms***, she did not purchase an extended warranty for her washer when her warranty expired. It would be unfair to our other consumers who have an in-warranty product or carry extended coverage, to provide Ms*** with the same benefits a warranty or protection agreement offers, such as a covered repair or a replacementSince it is Sears’ goal is to provide quality merchandise to our customers and we are always concerned when something purchased from us fails, we researched our product data base to determine whether Ms*** model of washer has a known issue; however, there were no service bulletins or recalls found for the problem she experienced In light of the aforementioned, we are unable to provide Ms*** with any accommodations. As this decision is final and commensurate to the circumstances, we ask to have this matter closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
May 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that the washer failed too soon
and his request for an exchange
We apologize that Mr*** washer failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldMr*** mentioned in his complaint that the washer was delivered on January 5, and he reported the problem with the washer on April 23, Since the washer failed after our 30-day hassle-free exchange/return period, the washer is covered by the manufacturer’s one year warranty for parts and labor for repairOn April 26, our technician assessed the washer and ordered a control board; he returned on May 15, to install the partRegrettably, the washer continued to have a problem and on May 19, our technician ordered additional partsService is currently scheduled for May 25, to install the parts to complete the repair
We contacted Mr*** in regards to his concerns and offered to monitor the repair scheduled for May 25, We assured Mr*** that the washer would be repaired on May 25, or we would offer a warranty exchangeWith 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 unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask this case be closed
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,
*** *** 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 meThank you for *** *** request for the compensation for the spoiled foodI am waiting for the check payment within a few days and will acknowledge
Sincerely,
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Stephen ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have not fully completed our investigation of Mr*** complaint regarding his Sears Home Warranty We apologize for
the delay in responding to this complaint. We forwarded this matter to *** *** who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr*** have any questions, she may contact me directly at *** We apologize again 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 *** *** ***
Initial Business Response /* (1000, 6, 2015/08/12) */
Contact Name and Title:***
Contact Phone: XXX XXX XXXX XXXXX
August 12,
Nita Virghes
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms.***
We have completed the investigation of Mr***'s complaint regarding his recent online order
After researching Mr***'s order, we found that he had previously been in contact with Online Solutions, Sears' escalated complaint departmentOnline Solutions processed a refund of $on July 28, 2015, under receipt number XXXXXXXXXXXXWe apologize for the delay in receiving the promised discount that was offeredAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since the refund of $has been provided, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 8, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has issued a refund as requested
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,
John *** Jr
June 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and
request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the order, we found that Sears Online issued a refund of $58.87- on June 13, 2017, under return receipt number *** Additionally, 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, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
March 4, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer
service and failure to provide a refund for his tire It is unfortunate that we failed Mr*** expectations when he recently requested assistance from our Sears Auto CenterWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that the issue Mr*** experienced was due to our system allowing us to create a separate record for his vehicle under his son’s name. This issue has been corrected and *** ***, Manager for Sears Auto Center ***, has invited Mr*** to return to receive a refund of $113.00. Mr*** is welcome to contact Mr*** directly at (*** ***. At his time, we can only reiterate that we truly regret any inconvenience Mr*** may have experienced We hope that in the future he will allow us an 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 the requested resolution has been proposed 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 *** *** *** ***
September 15,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Sydney ***
Dear Ms***,
We have completed the investigation of Ms***'s complaint regarding her online order
Chris *** District Manager for Unit 4598, provided the following response:
We were able to reach out to Ms*** via the store and walked through her concernsIt appears that the order she purchase via our store was delivered to a local MDO where they have been unable to locate the productThe store was able to process a full return to Ms*** and I left a voicemail for her regarding this matterWe will ensure that we have done everything to retain Ms*** as a Sears memberIn the interim, Ms*** has received a full credit from the storeShould Ms*** have any questions, she may contact our store directly at (480) *** 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
Complaint: ***
I am rejecting this response because:Sears has tried and failed twice to repair the problem with my refrigeratorOn 9/14/Sears came to fix my refrigerator, and they were unable to repair it and fix the problemSears came again on 9/20/and again was not able to repair the refrigerator and fix the problemThey are scheduled to come again on 9/29/If they cannot repair the refrigerator they need to replace it
Sincerely,
Francis ***
September 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of MrJ*** complaint regarding his recent online order
experience and request the remaining refund Chris L*** Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed MrJ*** expectations can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we confirmed that the remaining refund of $was issued in the form of a check to the primary name listed on the original receipt which was Guadalupe T***Additionally, we hope that in the future MrJ*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponSince we have confirmed that the refund check has been received, 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
January 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
* replied on January 9, 2017, apologizing for the inconvenience and advising that they will be providing a return label to Ms*** within the next hours to return the item backShould Ms*** have any further questions, she may contact Fast Media or Sears via email at ***In closure, we respectfully ask to have this matter closed, pending Ms*** return 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
experience and request for a refund 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 Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** located at *** *** *** **., Richmond TX ***, 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 Ms*** 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 complaint filed, we sent an email correspondence to the seller *** on Ms*** behalf
December 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when she returned
her washer and not receiving her refund in a timely basis
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of Ms*** complaint we researched the order and case notes related to her return and refundAccording to our records, on October 17, Ms*** purchased a Whirlpool washer, a hose and a protection agreement; she was charged a total of $On November 2, the washer was exchanged for a *** washer and she was charged an additional $The *** washer was returned and she was issued a refund of $in the form of a bank checkOur records also indicated that on November 14, our contract department issued a refund in the amount of $in the form of a bank checkHowever, Ms*** called that she had not received the second checkThe refund check was cancelled and on December 21, our contract department re-issued the refund of $to her credit cardOn December 29, Ms*** confirmed that the credit had posted to her accountSince Ms*** was charged a total of $and we issued two refunds totaling $806.98, she is due an additional $credit
We have been in contact with Ms*** and have requested her credit card information in order to process the remaining refundOnce we receive this information we will complete the processSince our agreement with the Revdex.com restricts the length of time a complaint can remain openMs*** has our written commitment to refund the remaining $18.37, so we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWith that being said, we respectfully request this case be closed
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
*** *** ***
March 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his non-receipt of a rebate
We would first like to apologize for any inconvenience *** *** may have experienced with this matterWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We reached out to *** *** via email and offered to send the rebate to him in the form of a check which he agreed toWe processed a check today March 8, 2016, for $which will arrive in the mail within to business daysFor *** *** records the receipt number is ***Additionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted *** *** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am waiting for the delivery of the mattress and box spring to close this caseWe had a previously scheduled delivery date that never occurred When the mattress is delivered on the 28th, I will be able to verify that the claim has indeed been satisfied and the case is closedUntil then, please keep the case open until the mattress is indeed deliveredThank you for your patience in helping us resolve this claim.
Sincerely,
Josianne B***
August 31,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the pair of her
refrigerator
We have reviewed Ms*** service history and apologize that the technician was unable to repair her refrigerator. We escalated Ms*** complaint to *** *** Territory Member Advocate Supervisor, who called Ms*** and discussed her concerns. Ms*** offered Ms*** a gift card for any inconveniences that she may have had to which she declined and stated that she didn’t want anything from Sears, nor did she want to deal with Sears any longer. That being said, because we have addressed Ms*** complaint, we respectfully request this complaint be 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 Complaints Specialist
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** **
January 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for a refund of the returned item It is unfortunate if we failed Ms*** expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we found that Sears Online issue a refund on January 2, 2017, under return receipt *** for $Should Ms*** have any questions, she may email us directly at *** Additionally, 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, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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,
*** ***I believe this resolution is the best that I will receive but it is not satisfactory, and I have therefore accepted it Sears proved themselves to be unhelpful throughout this process I plan never to purchase another appliance from Sears
February 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation Ms*** complaint regarding her washer
and her request for a free repair or a replacement Ms* *** purchased her refrigerator on October 31, 2015, and accepted delivery of the unit on November 2, 2015; the one-year manufacturer’s warranty that provides for a covered repair expired on November 2, 2016, and Ms*** did not purchase an extended warranty. Furthermore, a review of Ms*** service history shows she has only had two minor repairs since she purchased the washer. On December 1, 2015, the door hinge was replaced and on January 5, 2016, the technician replaced the door latch; both repairs were completed over a year ago. Furthermore, these parts could have failed because too much pressure was being applied to the door; such as leaning on the door when loading the washer or removing clothing from the washer While we empathize with Ms***, she did not purchase an extended warranty for her washer when her warranty expired. It would be unfair to our other consumers who have an in-warranty product or carry extended coverage, to provide Ms*** with the same benefits a warranty or protection agreement offers, such as a covered repair or a replacementSince it is Sears’ goal is to provide quality merchandise to our customers and we are always concerned when something purchased from us fails, we researched our product data base to determine whether Ms*** model of washer has a known issue; however, there were no service bulletins or recalls found for the problem she experienced In light of the aforementioned, we are unable to provide Ms*** with any accommodations. As this decision is final and commensurate to the circumstances, we ask to have this matter closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
May 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that the washer failed too soon
and his request for an exchange
We apologize that Mr*** washer failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldMr*** mentioned in his complaint that the washer was delivered on January 5, and he reported the problem with the washer on April 23, Since the washer failed after our 30-day hassle-free exchange/return period, the washer is covered by the manufacturer’s one year warranty for parts and labor for repairOn April 26, our technician assessed the washer and ordered a control board; he returned on May 15, to install the partRegrettably, the washer continued to have a problem and on May 19, our technician ordered additional partsService is currently scheduled for May 25, to install the parts to complete the repair
We contacted Mr*** in regards to his concerns and offered to monitor the repair scheduled for May 25, We assured Mr*** that the washer would be repaired on May 25, or we would offer a warranty exchangeWith 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 unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask this case be closed
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,
*** *** 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 meThank you for *** *** request for the compensation for the spoiled foodI am waiting for the check payment within a few days and will acknowledge
Sincerely,
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Stephen ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have not fully completed our investigation of Mr*** complaint regarding his Sears Home Warranty We apologize for
the delay in responding to this complaint. We forwarded this matter to *** *** who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr*** have any questions, she may contact me directly at *** We apologize again 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 *** *** ***
Initial Business Response /* (1000, 6, 2015/08/12) */
Contact Name and Title:***
Contact Phone: XXX XXX XXXX XXXXX
August 12,
Nita Virghes
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms.***
We have completed the investigation of Mr***'s complaint regarding his recent online order
After researching Mr***'s order, we found that he had previously been in contact with Online Solutions, Sears' escalated complaint departmentOnline Solutions processed a refund of $on July 28, 2015, under receipt number XXXXXXXXXXXXWe apologize for the delay in receiving the promised discount that was offeredAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer serviceIn the interim, since the refund of $has been provided, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 8, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has issued a refund as requested
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,
John *** Jr
June 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and
request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the order, we found that Sears Online issued a refund of $58.87- on June 13, 2017, under return receipt number *** Additionally, 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, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation