January 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her recent online
order As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** *** ** *** *** *** *** North *** *** ** *** *** *** 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 notes in the order we found that the item was in a held statusTherefore, Sears Online issued a full refund back to the original gift cards under return receipt number ***Additionally, we confirmed that each gift card has the original amounts of $on each gift cardIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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
However, Sears has lost a customer. I will never order from them again
Sincerely,
*** ***
June 8,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our
customer service concerning her Kmart layaway purchase It is unfortunate that we failed Mrs*** expectations when she recently used Kmart layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure MrsW*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that MrsW*** was assisted by Executive Member Services and provided with a 30% discount as an apology for her experience. At this time, we can only reiterate that we regret any inconvenience she may have experienced We hope that in the future MrsW*** will allow us an opportunity to provide her with 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 Mrs*** 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 *** *** *** ***
November 8, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Danut *** - # *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding a
recent service call for his refrigerator It is unfortunate that we failed Mr***’s expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr***’s patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, 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 have forwarded Mr***’s concerns to the District Service Manager for review Upon receiving Mr***’s complaint, we contacted the local service unit for assistance. Delores *** with *** subsequently spoke with Mr*** and arranged for a follservice call. On October 21, 2106, a Sears technician re-examined Mr***’s refrigerator and found that the evaporator cover and water filter housing needed to be replacedThe parts were ordered and subsequently installed on November 3, 2016. The parts were originally scheduled to be installed on October 28, 2016, but the technician could not arrive before Mr*** had to leave, so the appointment had to be rescheduled. As a conciliatory gesture, we have processed a credit in the amount of $to Mr*** American Express account ending in ***This is the same amount that Mr*** paid for the Master Protection Agreement (MPA), since he indicated that he felt he was pushed into buying the coverage. In other words, Mr*** has been provided with one-year of extended coverage for his refrigerator at no costWith that said, since we have completed the repair to Mr***’s refrigerator, albeit later than expected, and issued the aforementioned refund, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** 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 meI am only accepting because I have no other choice, it was not a price that was wrong it was an entire ITEM, you don't post a picture of one item and send something 100% different! That is wrong, and stop blaming *** * **, and stop blaming who ever put the picture on YOUR website, It was the same megaphone pictured with the SAME description on KMART, SEARS, and *** * **It is typical bait and switch nothing else about itI didn't even want that little tiny toy I threw it away like the *** * ** employee told me I could! You're Kmart website is not clear about being a Market place, At least when I shop on Amazon I KNOW it's a market place, I know who is selling the product and who is fulfilling (shipping) the product from the very second I look at an item, to the very end of the ordering processTake tips from them! that's why they'll be around a lot longer than you!
Sincerely,
*** ***
July 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: *** - Kyle ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding the delay in receiving his purchased appliance
It is
unfortunate that we failed Mr***'s delivery date that was provided to him at the time of purchaseWe value Mr***'s patronage and understand how the series of events noted in his complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted
Due to the concerns brought forth in Mr***'s complaint, we contacted him on July to confirm the delivery that was done on July Unfortunately Mr*** did not was to discuss his case furtherWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation on but understand if this not possibleSince the delivery of Mr***'s purchase appliance has been completed, we have closed our files
We apologize to Mr*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-***
i***@searshc.com
May 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order experience
and request for a refund of the chest and coffee table 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 Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** and *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found a refund of $had been issued for the coffee table on April 14, 2017, back to his *** accountTo resolve this matter, we have processed a refund of $for the drawer jumbo chest on May 22, The refund check will be mailed to Mr*** within to business daysIn closure, since a refund has been issued to Mr*** we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the availability of some
chairs he wishes to order We would first like to note that the listing for the chairs in question clearly says “* Limited availability” and “*this is a seasonal item with limited availability and is no longer available in all areas.” As clarification, our website sells items for all of our states and items might be shown on our website that are in stock in one state that are not in stock in another state. This is because most large items that we sell ship out of regional warehouses. Once that region is out of stock on an item, it is not available in that area. While we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basisOnce all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our websiteWhile we can understand Mr*** frustration, at this time the reality remains that the item he was interested in was not available in his regional areaWe apologize for any inconvenience Mr*** may have experienced as a result of this issue, but this is a seasonal item and the availability is limited as noted on the pageIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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 *** *** ***
July 25, *** *** 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 assistance with a box to ship the item back for a refund *** ***, Store General Manager for Kmart Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we had our associate reach out to Ms*** and asked that she bring in a piece of the item for a refund which she acceptedShould Ms*** have any questions she may contact our store 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, since we were able to provide her with a refund, 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
August 23,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** * ***
Dear Ms***
We have completed the investigation of MsG*** complaint regarding her dissatisfaction with the quality of her
refrigerator and the multiple service attempts to repair the ice maker
We apologize that MsG*** refrigerator failed to meet her 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 researched and ** manufactured MsG*** Kenmore refrigerator model** issued a service bulletin on May 9, regarding the ice maker issue on her modelSince MsG*** purchased the refrigerator on February 24, 2017, Sears was unaware of the issue when it was soldWe would like to clarify that once a manufacturer issues a recall for rework, any models they have in stock are reworked prior to shippingSears does not stock appliances in our warehouses and once a consumer makes a purchase, the manufacturer ships the product to our warehouse for delivery to the consumer
MsG*** mentioned that the technician that worked on her refrigerator in April advised her that the ice maker not working was a known issue (with that model)As previously mentioned, the recall had not been issued by ** in April However, Sears does report to all manufacturers when we see repeated issues with any appliances as we perform warranty servicesSince our technicians work directly with the manufacturers for tech support or parts, it is a possibility that the technician may have been made aware that there would be an upcoming service bulletin issued by the manufacturerThe rework issued by ** requires the tech to change the wiring within the refrigerator to the ice maker; it does not require any parts
We reviewed the service orders and this rework was performed on July 24, 2017; not in April However, after the rework was performed, the ice maker continued to have problemsService was scheduled again and the technician ordered another ice maker assemblyDue to the service history, we contacted MsG*** and authorized a warranty exchange on the refrigeratorMsG*** accepted the offer and will contact us with her selection from Sears to process the exchangeIn the interim, since we have address the issue brought forth in MsG*** complaint, we have closed our file
We apologize to MsG*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
October 19,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** & *** ***
Dear Ms***:
We have completed the investigation of Mrand Ms***'s complaint regarding their dissatisfaction with
the delay in receiving the full amount of the gift card that was offered for the problem she encountered with the delivery of her refrigerator
Upon receipt of the ***'s complaint, we researched and discovered that on September 10, two $gift cards were processed to be issued to Ms*** via email; totaling $As clarification, our gift card system's threshold is $Since Ms***'s gift card offer was $700, it had to be split into two separate transactionsAlso, when our system recognizes that a customer is being issued more than one gift card within a day period, it will automatically hold the second gift card in queue (hold) for a manager's approvalThis procedure is set in place to prevent duplicate transactions or concessions being offered to the same customer for the same issue by different departmentsWe apologize that Ms*** was not informed of this process when she was offered the gift card or when she called in to report that she had only received one $gift cardWhen a customer reports that they did not receive a gift card, we submit a research on the gift card to determine if it has been usedOnce the research is completed, then the gift card is cancelled and reissuedRegrettably, our records indicate that we cancelled both $gift cards on September 19, 2015; and we only re-issued one $gift card instead of two
With that being said, on October 14, we processed the additional $gift card and it was emailed to the address listed on the complaintWe also provided Ms*** a detailed list of the gift cards that were processed and then cancelled; as well as the valid gift card numbers that were re-issuedMs*** has confirmed receipt of the two $gift cards totally the $that we had offeredWith that being said, since we have provided the ***'s desired resolution, we have closed our file
Again, we apologize to the ***s 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
*** direct
***@searshc.com
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
Your response is very nice and pleasantly customer focusedThank you for responding in a professional manner
Sincerely,
Alice ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Beverly *** #945***
Dear Ms***:
We have completed the investigation of Ms***'s complaint
regarding Sears Home Services and repairs to her window air conditioner
Per the terms and conditions of Ms***'s Master Protection Agreement (MPA) Sears Home Services has approved the replacement of her air conditionerThe authorization to replace has been emailed to the Sears on Main StreetAll Ms*** needs to do is go to her local Sears and advise her sales associate that her air conditioner has been approved for replacementThe store will assist her in selecting a replacement unit as well as scheduling its installationIt should be noted that Sears will cover the cost of a basic installation; any additional work that may be needed to install the new unit would be Ms***'s responsibilitySince we have approved Ms***'s air conditioner for replacement, we ask that this complaint 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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
January 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and request to return the merchandise 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 Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** ***located at *** *** *** *** ** ***, Email: *** and telephone number *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that Sears Online issued two return labels on behalf of the sellerOnce the merchandise is returned, a refund will be issued to Mr***In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed, pending the 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
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Avril R*** Dear *** *** We have completed our investigation of MrR*** complaint regarding the repairs for his refrigerator We would first like to
point out that *** ***, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** *** Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrR*** contract CCHS confirmed with MrR*** that his refrigerator had been repairedFor customer satisfaction reasons CCHS did refund MrR*** deductable for the delays in service which he acceptedSince it is our understanding that MrR*** refrigerator was repaired we have closed this complaint We apologize to MrR*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: MELISSA ***
August 6,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Sharon *** - # 94***
Dear Ms***:
We have completed our investigation Ms***'s complaint regarding her dissatisfaction
with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms***'s concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms***'s complaint, so that future problems can be avertedOn August 5, 2015, a technician was scheduled to repair Ms***'s washer; however, Ms*** was not available for serviceIt is our understanding that Ms*** no longer wishes to have Sears Home Services repair her washerAdditionally, our records show that Ms*** has canceled her MPA coverage on both her washer and dryer; full refunds have been processed for both agreements to her Sears MasterCard ending in With that said, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his refrigerator repair It is
regrettable that we failed Mr*** expectations in regard to the repair of his refrigeratorWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. Although the initial repair did not resolve the issue, it appears that the follrepair completed on March 27, 2017, corrected the cooling problem. As a conciliatory gesture for any inconvenience Mr*** may have experienced, we have submitted a refund request in the amount of $110.88, which is a 25% service refund. Mr*** should see a credit post to his *** account ending in *** in the next week to ten days. In the interim, since we have completed the repair to Mr*** refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: At no time was a I told that I wasn't ordering from Sears Holdings until the item was not receivedI will be putting seats on blast on social media and letting anyone I know that likes Sears about this experience and tell them to order from a competitorI and extremely dissatisfied with my "customer service" I have received
Sincerely,
Alexis ***
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,
Arthur P***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the service on her refrigerator After reviewing the
service history and discussing the issue with our service unit, we authorized her for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA)Per our records the new refrigerator was delivered on June 20, At this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file We apologize to Ms* *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
January 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her recent online
order As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** *** ** *** *** *** *** North *** *** ** *** *** *** 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 notes in the order we found that the item was in a held statusTherefore, Sears Online issued a full refund back to the original gift cards under return receipt number ***Additionally, we confirmed that each gift card has the original amounts of $on each gift cardIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
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
However, Sears has lost a customer. I will never order from them again
Sincerely,
*** ***
June 8,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our
customer service concerning her Kmart layaway purchase It is unfortunate that we failed Mrs*** expectations when she recently used Kmart layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure MrsW*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that MrsW*** was assisted by Executive Member Services and provided with a 30% discount as an apology for her experience. At this time, we can only reiterate that we regret any inconvenience she may have experienced We hope that in the future MrsW*** will allow us an opportunity to provide her with 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 Mrs*** 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 *** *** *** ***
November 8, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Danut *** - # *** Dear Ms***: We have completed our investigation of Mr***’s complaint regarding a
recent service call for his refrigerator It is unfortunate that we failed Mr***’s expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value Mr***’s patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, 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 have forwarded Mr***’s concerns to the District Service Manager for review Upon receiving Mr***’s complaint, we contacted the local service unit for assistance. Delores *** with *** subsequently spoke with Mr*** and arranged for a follservice call. On October 21, 2106, a Sears technician re-examined Mr***’s refrigerator and found that the evaporator cover and water filter housing needed to be replacedThe parts were ordered and subsequently installed on November 3, 2016. The parts were originally scheduled to be installed on October 28, 2016, but the technician could not arrive before Mr*** had to leave, so the appointment had to be rescheduled. As a conciliatory gesture, we have processed a credit in the amount of $to Mr*** American Express account ending in ***This is the same amount that Mr*** paid for the Master Protection Agreement (MPA), since he indicated that he felt he was pushed into buying the coverage. In other words, Mr*** has been provided with one-year of extended coverage for his refrigerator at no costWith that said, since we have completed the repair to Mr***’s refrigerator, albeit later than expected, and issued the aforementioned refund, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** 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 meI am only accepting because I have no other choice, it was not a price that was wrong it was an entire ITEM, you don't post a picture of one item and send something 100% different! That is wrong, and stop blaming *** * **, and stop blaming who ever put the picture on YOUR website, It was the same megaphone pictured with the SAME description on KMART, SEARS, and *** * **It is typical bait and switch nothing else about itI didn't even want that little tiny toy I threw it away like the *** * ** employee told me I could! You're Kmart website is not clear about being a Market place, At least when I shop on Amazon I KNOW it's a market place, I know who is selling the product and who is fulfilling (shipping) the product from the very second I look at an item, to the very end of the ordering processTake tips from them! that's why they'll be around a lot longer than you!
Sincerely,
*** ***
July 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: *** - Kyle ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding the delay in receiving his purchased appliance
It is
unfortunate that we failed Mr***'s delivery date that was provided to him at the time of purchaseWe value Mr***'s patronage and understand how the series of events noted in his complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted
Due to the concerns brought forth in Mr***'s complaint, we contacted him on July to confirm the delivery that was done on July Unfortunately Mr*** did not was to discuss his case furtherWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation on but understand if this not possibleSince the delivery of Mr***'s purchase appliance has been completed, we have closed our files
We apologize to Mr*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-***
i***@searshc.com
May 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order experience
and request for a refund of the chest and coffee table 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 Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** and *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found a refund of $had been issued for the coffee table on April 14, 2017, back to his *** accountTo resolve this matter, we have processed a refund of $for the drawer jumbo chest on May 22, The refund check will be mailed to Mr*** within to business daysIn closure, since a refund has been issued to Mr*** we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the availability of some
chairs he wishes to order We would first like to note that the listing for the chairs in question clearly says “* Limited availability” and “*this is a seasonal item with limited availability and is no longer available in all areas.” As clarification, our website sells items for all of our states and items might be shown on our website that are in stock in one state that are not in stock in another state. This is because most large items that we sell ship out of regional warehouses. Once that region is out of stock on an item, it is not available in that area. While we sometimes do large-scale transfers between warehouses when needed, we are not able to transfer merchandise out to fulfill a sale on an individual basisOnce all warehouses have depleted their stock then we do have a team behind the scenes that removes the item from our websiteWhile we can understand Mr*** frustration, at this time the reality remains that the item he was interested in was not available in his regional areaWe apologize for any inconvenience Mr*** may have experienced as a result of this issue, but this is a seasonal item and the availability is limited as noted on the pageIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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 *** *** ***
July 25, *** *** 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 assistance with a box to ship the item back for a refund *** ***, Store General Manager for Kmart Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we had our associate reach out to Ms*** and asked that she bring in a piece of the item for a refund which she acceptedShould Ms*** have any questions she may contact our store 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, since we were able to provide her with a refund, 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
August 23,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** * ***
Dear Ms***
We have completed the investigation of MsG*** complaint regarding her dissatisfaction with the quality of her
refrigerator and the multiple service attempts to repair the ice maker
We apologize that MsG*** refrigerator failed to meet her 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 researched and ** manufactured MsG*** Kenmore refrigerator model** issued a service bulletin on May 9, regarding the ice maker issue on her modelSince MsG*** purchased the refrigerator on February 24, 2017, Sears was unaware of the issue when it was soldWe would like to clarify that once a manufacturer issues a recall for rework, any models they have in stock are reworked prior to shippingSears does not stock appliances in our warehouses and once a consumer makes a purchase, the manufacturer ships the product to our warehouse for delivery to the consumer
MsG*** mentioned that the technician that worked on her refrigerator in April advised her that the ice maker not working was a known issue (with that model)As previously mentioned, the recall had not been issued by ** in April However, Sears does report to all manufacturers when we see repeated issues with any appliances as we perform warranty servicesSince our technicians work directly with the manufacturers for tech support or parts, it is a possibility that the technician may have been made aware that there would be an upcoming service bulletin issued by the manufacturerThe rework issued by ** requires the tech to change the wiring within the refrigerator to the ice maker; it does not require any parts
We reviewed the service orders and this rework was performed on July 24, 2017; not in April However, after the rework was performed, the ice maker continued to have problemsService was scheduled again and the technician ordered another ice maker assemblyDue to the service history, we contacted MsG*** and authorized a warranty exchange on the refrigeratorMsG*** accepted the offer and will contact us with her selection from Sears to process the exchangeIn the interim, since we have address the issue brought forth in MsG*** complaint, we have closed our file
We apologize to MsG*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
October 19,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - *** & *** ***
Dear Ms***:
We have completed the investigation of Mrand Ms***'s complaint regarding their dissatisfaction with
the delay in receiving the full amount of the gift card that was offered for the problem she encountered with the delivery of her refrigerator
Upon receipt of the ***'s complaint, we researched and discovered that on September 10, two $gift cards were processed to be issued to Ms*** via email; totaling $As clarification, our gift card system's threshold is $Since Ms***'s gift card offer was $700, it had to be split into two separate transactionsAlso, when our system recognizes that a customer is being issued more than one gift card within a day period, it will automatically hold the second gift card in queue (hold) for a manager's approvalThis procedure is set in place to prevent duplicate transactions or concessions being offered to the same customer for the same issue by different departmentsWe apologize that Ms*** was not informed of this process when she was offered the gift card or when she called in to report that she had only received one $gift cardWhen a customer reports that they did not receive a gift card, we submit a research on the gift card to determine if it has been usedOnce the research is completed, then the gift card is cancelled and reissuedRegrettably, our records indicate that we cancelled both $gift cards on September 19, 2015; and we only re-issued one $gift card instead of two
With that being said, on October 14, we processed the additional $gift card and it was emailed to the address listed on the complaintWe also provided Ms*** a detailed list of the gift cards that were processed and then cancelled; as well as the valid gift card numbers that were re-issuedMs*** has confirmed receipt of the two $gift cards totally the $that we had offeredWith that being said, since we have provided the ***'s desired resolution, we have closed our file
Again, we apologize to the ***s 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
*** direct
***@searshc.com
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
Your response is very nice and pleasantly customer focusedThank you for responding in a professional manner
Sincerely,
Alice ***
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Beverly *** #945***
Dear Ms***:
We have completed the investigation of Ms***'s complaint
regarding Sears Home Services and repairs to her window air conditioner
Per the terms and conditions of Ms***'s Master Protection Agreement (MPA) Sears Home Services has approved the replacement of her air conditionerThe authorization to replace has been emailed to the Sears on Main StreetAll Ms*** needs to do is go to her local Sears and advise her sales associate that her air conditioner has been approved for replacementThe store will assist her in selecting a replacement unit as well as scheduling its installationIt should be noted that Sears will cover the cost of a basic installation; any additional work that may be needed to install the new unit would be Ms***'s responsibilitySince we have approved Ms***'s air conditioner for replacement, we ask that this complaint 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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
January 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and request to return the merchandise 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 Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** ***located at *** *** *** *** ** ***, Email: *** and telephone number *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that Sears Online issued two return labels on behalf of the sellerOnce the merchandise is returned, a refund will be issued to Mr***In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed, pending the 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
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Avril R*** Dear *** *** We have completed our investigation of MrR*** complaint regarding the repairs for his refrigerator We would first like to
point out that *** ***, Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of *** *** *** Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrR*** contract CCHS confirmed with MrR*** that his refrigerator had been repairedFor customer satisfaction reasons CCHS did refund MrR*** deductable for the delays in service which he acceptedSince it is our understanding that MrR*** refrigerator was repaired we have closed this complaint We apologize to MrR*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: MELISSA ***
August 6,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Sharon *** - # 94***
Dear Ms***:
We have completed our investigation Ms***'s complaint regarding her dissatisfaction
with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms***'s concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms***'s complaint, so that future problems can be avertedOn August 5, 2015, a technician was scheduled to repair Ms***'s washer; however, Ms*** was not available for serviceIt is our understanding that Ms*** no longer wishes to have Sears Home Services repair her washerAdditionally, our records show that Ms*** has canceled her MPA coverage on both her washer and dryer; full refunds have been processed for both agreements to her Sears MasterCard ending in With that said, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his refrigerator repair It is
regrettable that we failed Mr*** expectations in regard to the repair of his refrigeratorWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. Although the initial repair did not resolve the issue, it appears that the follrepair completed on March 27, 2017, corrected the cooling problem. As a conciliatory gesture for any inconvenience Mr*** may have experienced, we have submitted a refund request in the amount of $110.88, which is a 25% service refund. Mr*** should see a credit post to his *** account ending in *** in the next week to ten days. In the interim, since we have completed the repair to Mr*** refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: At no time was a I told that I wasn't ordering from Sears Holdings until the item was not receivedI will be putting seats on blast on social media and letting anyone I know that likes Sears about this experience and tell them to order from a competitorI and extremely dissatisfied with my "customer service" I have received
Sincerely,
Alexis ***
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,
Arthur P***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the service on her refrigerator After reviewing the
service history and discussing the issue with our service unit, we authorized her for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA)Per our records the new refrigerator was delivered on June 20, At this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file We apologize to Ms* *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***