*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and a preventative maintenance check on her washer
and dryer Sears Home Services dispatched a technician to Ms*** home on January 5, to complete a preventative maintenance check on her washer and dryerBoth appliances were checked and were found to be operating as designedIf Ms*** has any additional concerns, I invite her to contact me at *** Since we have noted the completion of Ms*** preventative maintenance check on her washer and dryer, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding the assembly
of her father’s treadmill As clarification, this item shipped directly from the manufacturer, *** Fitness, and the carrier they used to deliver the treadmill, *** ***, was to have handled any assembly that may have been requiredHowever, it seems that there was some sort of misunderstanding in that regardWe contacted *** Fitness on July 8, and we were assured that they would contact Ms*** to schedule assembly at no cost to her immediatelyIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
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, I still remain very dissatisfied on the manner and language chosen to reflect Sears innocence in poor sales practices and customer serviceUsing language like "courtesy." Courtesy should have been available earlier on the complaint process with the hours of calls I made to multiple Sears contactsI requested their calculations and they are unwilling to provide them. Sincerely,
*** ***
March 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the multiple service calls on her dryer and
her request for a replacementBefore going further, we would like to note that *** *** has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”We have researched *** *** service history, and under the aforementioned terms, she did not meet the criteria for replacementWe can also understand how frustrating *** *** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and she was offered a replacement for the dryerWe provided *** *** the authorization information and instructions for the replacementIn the interim, since it is our understanding in speaking with *** *** that the authorization for the replacement dryer met with her approval, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
December 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 It is unfortunate that we failed Mr*** expectations and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we contacted the Sears Corporate Gift Card department to research furtherWe have confirmed that Mr*** has received a refund of $back to his Sears *** and $back to his Shop Your Way Reward accountThe remaining refund of $was issued in the form of a gift card on December 3, However, since Mr*** has indicated that he has not received it, the Sears Corporate Gift Card team has processed a new gift card as of December 22, The new gift card will be shipped via UPS within to business daysAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed, pending his receipt of the new gift card 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 rejecting this response because I only followed directions of Sears customer service when I called reguarding my order.Four of the iphones were never shipped.The merchants issued tracking numbers that were emailed to me but the orders were canceled and never shipped in which credit was issued .Check the USPS tracking numbers issued by the merchants and you will see the order never left the warehouse,one filed as cancelled and the other filed returned.When I contacted customer service to enquire about my order they reordered the items via phone.I returned all items received with labels and addresses Sears supplied,UPS tracking# 1z6988ex9001055304,# 1z6987eThe third I returned to the address given to me by Sears/Kmart at my expence of $34.50,UPS tracking # 1z01776f4209668176.All UPS tracking numbers are correct and have been tracked and received by Sears.This entire order was returned with the labels and directions of Sears customer service in the Phillipenes.Also, the out soursed Sears employees did not speak clear and proper English makeing this process difficult.My Sears Credit account stills remains $2,for the returned items.I made a good faith payment of $so their mistake will not affect my credit
Sincerely,
Michael ***
November 12, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** *** *** ***We have completed the investigation of *** ***’
complaint regarding her inability to receive a refund via gift card
from a
portion of her sears.com order that was canceled.Our records show that we did issue *** *** a gift card
for the refund amount of $but that it was later returned to us from the *** *** as undeliverableOur customer support group then manually issued a gift
card to *** *** on September 30, 2015, and it appears the address was changed
to a ** *** Since we did not hear back from *** *** after the gift card was
reissued it is our understanding that she must have received it once it was
sent to the ** *** If that is not the case and *** *** needs us to track the
reissued gift card, and if unused reissue it, she is welcome to contact me via
email or phoneOtherwise, we will consider the issue closed.We apologize to *** *** and appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meAs of today, January 4,I have yet to see the check and hope to get it soon
Sincerely,
Margo S***
June 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of MsD***-S*** complaint regarding the driving class her
mother, G***, she enrolled in at Sears Driving School Upon receiving MsDavila-S*** complaint, we contacted R*** Y*** with Sears Driving School. R*** responded that he has called G*** at least three times since he received the complaint two weeks ago. He has processed a full refund for the class she took and he has left voice mails inviting her to take a defensive driving class at no charge. The last call was made last night on June 14, 2017. After R*** identified himself to G***, she disconnected the call. R*** thought that the call may have dropped, so he called her again; this time the call went to voice mailUnfortunately, due to privacy regulations, R*** is not able to discuss this matter with G***’s daughter, D***, since the contract is with G*** If G*** wishes to discuss this matter further, she is welcome to call R***. In the interim, we have closed our file since G*** has been refunded the class fee of $and she has been offered a free defensive driving class We apologize to MsD***-S*** and her mother, G***, and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Initial Business Response /* (1000, 13, 2015/05/04) */
May 4,
***
***
***
***
***
***
We have completed our investigation of *** complaint regarding her lawn
mower
It was found that the service order was created incorrectly when she brought it in for service; this caused a delay in the mower being received into the repair centerDue to this delay the repair center has honored *** request for a replacement mower*** confirmed with this office that she has gotten her mower replacement and that she has had an opportunity to use itSince we have replaced *** mower at her request we have closed our case
We apologize to *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Richard R***
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,
Theo B***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
recent order We would first note that Ms*** placed he order through one of our Marketplace vendors, *** *** As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersAdditionally, each seller has their own return policies, which are accessible via link on the page for the itemAs such, we are not able to interfere with the return process and Ms*** would need to communicate with the seller especially since it seems the return policy period of the seller, days, has expired and also that the issue was not with the item itself, but that it would not fit in her brother in law’s garage That said, it seems that a return shipping label was issuedAt this point in time, Ms*** would need to contact with the seller, who may be reached a* *** during business hours or via email at *** In the interest of member satisfaction, we can try to negotiate with the seller on her behalf, but we cannot force them to do anything given the circumstancesAs this decision is in accordance to our posted terms and conditions, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** *** ***
June 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** ***
Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order of a Storage Building
and his request to receive a floor kit We reviewed Mr*** order and found that the floor kit at the time of purchase was out of stockAfter receiving the complaint filed, we sent an email correspondence to Mr*** offering reimburse up to $plus tax if he purchased the universal floor kit item number *** which fits his storage buildingWe sent another email on May 26, 2017, asking that he let us know if he would like to accept our offer as we would need his purchase receipt to process the adjustmentHowever, we have not received a response to dateUntil we receive a response from Mr***, we are unable to work toward a resolutionIf Mr*** still requires assistance, he is welcome to contact me via email at *** or by telephone at (*** ***In the interim, we respectfully ask to have this matter closed since we have noted Mr*** comments and offered an equitable resolution We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
June 21,
*** *** 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 attempted to schedule
service for her refrigerator
It is unfortunate that we failed Ms*** expectations when she recently scheduled a refrigerator repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledWhile there are various factors that can cause this to happen, in Ms*** case the technician needed to spend a longer amount of time at one stopWe apologize that the technician was unable to complete his route on May 19, and incorrectly closed the service order noting that Ms*** was not home instead of contacting our routingWhen our technicians are unable to complete a route, they should notify our routing department in order to reschedule the appointmentAt that time, the appointment is automatically rescheduled for the first available date and time frame
Our records indicate that Ms*** called on May 20, and was informed that the next available date was May 30, Regrettably, the rescheduled appointment date was not meeting Ms*** request for service before her scheduled surgeryFor her inconvenience, Ms*** was offered a $gift card and she accepted the offer; however, on May 23, Ms*** cancelled the service appointmentOn June 12, Ms*** called again and requested service on the refrigerator and at that time, the first available date was July 6, A sooner service request was submitted to our routing department and service was rescheduled for June 21, Our technician will assess the refrigerator and will either repair or order any needed parts to complete the repair on Ms*** refrigeratorWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
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
*** *** ***
September 26, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jennifer *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her laundry center
First, we would like to apologize to Ms*** for failing her expectations in regard to her laundry centerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing the notes in our service system, we contacted Ms*** to offer her an in-warranty exchange. After reviewing the available models, Ms*** decided to exchange her laundry center for the same model, as it is still available. The exchange was processed on September 21, 2016, and Ms*** accepted delivery on September 24, 2016. Since it is our understanding that Ms*** is satisfied with the resolution provided, 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
Initial Business Response /* (1000, 6, 2015/08/28) */
August 28,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Ms.*** complaint regarding
service for her washer
Our research shows that Ms.*** has been in contact with our Third Party escalation group and a refund was processed on August 25, It can take to business days to receive the refund checkIt is important to note that our records show that on *** 7, we show Ms.*** paid $and this is the amount refunded to her, not the $she indicates in her complaintIf Ms.*** has receipts or a cancelled check showing she paid the $we of course need copies of that before refunding additional amountsSince we have processed the service refund as requested by Ms.*** we have closed our case
We apologize to Ms.*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After months of going back and forth and their people not communicating with each other or me for that matter after I added the complaint received a call from someone that asked me the same questions
Told me to fax (seriously who faxes anymore?) the receipt for the new washer (the other that they replaced the clutch was carted away) showing that the washer but not operable
I did fax the receipt and they were supposed to call me to let me know that they received itI ended up calling them weeks later and they said that the claim was being processed
Yesterday 08/04/I received a check from them - haven't deposited it yetHopefully it's goodIf not then I'll reopen the claim
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 the response was minimal and the assistant manager at the *** mall location was beyond horridI forewarn anyone to avoid her like the plague
*** ***
Tell us why h*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding a dishwasher purchased from the *** *** Sears Outlet.*** *** manager of the *** *** Sears Outlet provided the following response:As noted in our initial correspondence, the dishwasher was uninstalled and returned to the storeSales check # *** references a refund in the amount of $That said we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***
***Regulatory Claims SpecialistSears Holdings Corporation***ere
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and a preventative maintenance check on her washer
and dryer Sears Home Services dispatched a technician to Ms*** home on January 5, to complete a preventative maintenance check on her washer and dryerBoth appliances were checked and were found to be operating as designedIf Ms*** has any additional concerns, I invite her to contact me at *** Since we have noted the completion of Ms*** preventative maintenance check on her washer and dryer, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding the assembly
of her father’s treadmill As clarification, this item shipped directly from the manufacturer, *** Fitness, and the carrier they used to deliver the treadmill, *** ***, was to have handled any assembly that may have been requiredHowever, it seems that there was some sort of misunderstanding in that regardWe contacted *** Fitness on July 8, and we were assured that they would contact Ms*** to schedule assembly at no cost to her immediatelyIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
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, I still remain very dissatisfied on the manner and language chosen to reflect Sears innocence in poor sales practices and customer serviceUsing language like "courtesy." Courtesy should have been available earlier on the complaint process with the hours of calls I made to multiple Sears contactsI requested their calculations and they are unwilling to provide them. Sincerely,
*** ***
March 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the multiple service calls on her dryer and
her request for a replacementBefore going further, we would like to note that *** *** has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”We have researched *** *** service history, and under the aforementioned terms, she did not meet the criteria for replacementWe can also understand how frustrating *** *** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and she was offered a replacement for the dryerWe provided *** *** the authorization information and instructions for the replacementIn the interim, since it is our understanding in speaking with *** *** that the authorization for the replacement dryer met with her approval, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
December 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 It is unfortunate that we failed Mr*** expectations and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we contacted the Sears Corporate Gift Card department to research furtherWe have confirmed that Mr*** has received a refund of $back to his Sears *** and $back to his Shop Your Way Reward accountThe remaining refund of $was issued in the form of a gift card on December 3, However, since Mr*** has indicated that he has not received it, the Sears Corporate Gift Card team has processed a new gift card as of December 22, The new gift card will be shipped via UPS within to business daysAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed, pending his receipt of the new gift card 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 rejecting this response because I only followed directions of Sears customer service when I called reguarding my order.Four of the iphones were never shipped.The merchants issued tracking numbers that were emailed to me but the orders were canceled and never shipped in which credit was issued .Check the USPS tracking numbers issued by the merchants and you will see the order never left the warehouse,one filed as cancelled and the other filed returned.When I contacted customer service to enquire about my order they reordered the items via phone.I returned all items received with labels and addresses Sears supplied,UPS tracking# 1z6988ex9001055304,# 1z6987eThe third I returned to the address given to me by Sears/Kmart at my expence of $34.50,UPS tracking # 1z01776f4209668176.All UPS tracking numbers are correct and have been tracked and received by Sears.This entire order was returned with the labels and directions of Sears customer service in the Phillipenes.Also, the out soursed Sears employees did not speak clear and proper English makeing this process difficult.My Sears Credit account stills remains $2,for the returned items.I made a good faith payment of $so their mistake will not affect my credit
Sincerely,
Michael ***
November 12, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** *** *** ***We have completed the investigation of *** ***’
complaint regarding her inability to receive a refund via gift card
from a
portion of her sears.com order that was canceled.Our records show that we did issue *** *** a gift card
for the refund amount of $but that it was later returned to us from the *** *** as undeliverableOur customer support group then manually issued a gift
card to *** *** on September 30, 2015, and it appears the address was changed
to a ** *** Since we did not hear back from *** *** after the gift card was
reissued it is our understanding that she must have received it once it was
sent to the ** *** If that is not the case and *** *** needs us to track the
reissued gift card, and if unused reissue it, she is welcome to contact me via
email or phoneOtherwise, we will consider the issue closed.We apologize to *** *** and appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meAs of today, January 4,I have yet to see the check and hope to get it soon
Sincerely,
Margo S***
June 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of MsD***-S*** complaint regarding the driving class her
mother, G***, she enrolled in at Sears Driving School Upon receiving MsDavila-S*** complaint, we contacted R*** Y*** with Sears Driving School. R*** responded that he has called G*** at least three times since he received the complaint two weeks ago. He has processed a full refund for the class she took and he has left voice mails inviting her to take a defensive driving class at no charge. The last call was made last night on June 14, 2017. After R*** identified himself to G***, she disconnected the call. R*** thought that the call may have dropped, so he called her again; this time the call went to voice mailUnfortunately, due to privacy regulations, R*** is not able to discuss this matter with G***’s daughter, D***, since the contract is with G*** If G*** wishes to discuss this matter further, she is welcome to call R***. In the interim, we have closed our file since G*** has been refunded the class fee of $and she has been offered a free defensive driving class We apologize to MsD***-S*** and her mother, G***, and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
By mutual agreement
Initial Business Response /* (1000, 13, 2015/05/04) */
May 4,
***
***
***
***
***
***
We have completed our investigation of *** complaint regarding her lawn
mower
It was found that the service order was created incorrectly when she brought it in for service; this caused a delay in the mower being received into the repair centerDue to this delay the repair center has honored *** request for a replacement mower*** confirmed with this office that she has gotten her mower replacement and that she has had an opportunity to use itSince we have replaced *** mower at her request we have closed our case
We apologize to *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Richard R***
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,
Theo B***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
recent order We would first note that Ms*** placed he order through one of our Marketplace vendors, *** *** As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersAdditionally, each seller has their own return policies, which are accessible via link on the page for the itemAs such, we are not able to interfere with the return process and Ms*** would need to communicate with the seller especially since it seems the return policy period of the seller, days, has expired and also that the issue was not with the item itself, but that it would not fit in her brother in law’s garage That said, it seems that a return shipping label was issuedAt this point in time, Ms*** would need to contact with the seller, who may be reached a* *** during business hours or via email at *** In the interest of member satisfaction, we can try to negotiate with the seller on her behalf, but we cannot force them to do anything given the circumstancesAs this decision is in accordance to our posted terms and conditions, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** *** ***
June 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** ***
Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order of a Storage Building
and his request to receive a floor kit We reviewed Mr*** order and found that the floor kit at the time of purchase was out of stockAfter receiving the complaint filed, we sent an email correspondence to Mr*** offering reimburse up to $plus tax if he purchased the universal floor kit item number *** which fits his storage buildingWe sent another email on May 26, 2017, asking that he let us know if he would like to accept our offer as we would need his purchase receipt to process the adjustmentHowever, we have not received a response to dateUntil we receive a response from Mr***, we are unable to work toward a resolutionIf Mr*** still requires assistance, he is welcome to contact me via email at *** or by telephone at (*** ***In the interim, we respectfully ask to have this matter closed since we have noted Mr*** comments and offered an equitable resolution We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
June 21,
*** *** 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 attempted to schedule
service for her refrigerator
It is unfortunate that we failed Ms*** expectations when she recently scheduled a refrigerator repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledWhile there are various factors that can cause this to happen, in Ms*** case the technician needed to spend a longer amount of time at one stopWe apologize that the technician was unable to complete his route on May 19, and incorrectly closed the service order noting that Ms*** was not home instead of contacting our routingWhen our technicians are unable to complete a route, they should notify our routing department in order to reschedule the appointmentAt that time, the appointment is automatically rescheduled for the first available date and time frame
Our records indicate that Ms*** called on May 20, and was informed that the next available date was May 30, Regrettably, the rescheduled appointment date was not meeting Ms*** request for service before her scheduled surgeryFor her inconvenience, Ms*** was offered a $gift card and she accepted the offer; however, on May 23, Ms*** cancelled the service appointmentOn June 12, Ms*** called again and requested service on the refrigerator and at that time, the first available date was July 6, A sooner service request was submitted to our routing department and service was rescheduled for June 21, Our technician will assess the refrigerator and will either repair or order any needed parts to complete the repair on Ms*** refrigeratorWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
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
*** *** ***
September 26, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jennifer *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her laundry center
First, we would like to apologize to Ms*** for failing her expectations in regard to her laundry centerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing the notes in our service system, we contacted Ms*** to offer her an in-warranty exchange. After reviewing the available models, Ms*** decided to exchange her laundry center for the same model, as it is still available. The exchange was processed on September 21, 2016, and Ms*** accepted delivery on September 24, 2016. Since it is our understanding that Ms*** is satisfied with the resolution provided, 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
Initial Business Response /* (1000, 6, 2015/08/28) */
August 28,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Ms.*** complaint regarding
service for her washer
Our research shows that Ms.*** has been in contact with our Third Party escalation group and a refund was processed on August 25, It can take to business days to receive the refund checkIt is important to note that our records show that on *** 7, we show Ms.*** paid $and this is the amount refunded to her, not the $she indicates in her complaintIf Ms.*** has receipts or a cancelled check showing she paid the $we of course need copies of that before refunding additional amountsSince we have processed the service refund as requested by Ms.*** we have closed our case
We apologize to Ms.*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After months of going back and forth and their people not communicating with each other or me for that matter after I added the complaint received a call from someone that asked me the same questions
Told me to fax (seriously who faxes anymore?) the receipt for the new washer (the other that they replaced the clutch was carted away) showing that the washer but not operable
I did fax the receipt and they were supposed to call me to let me know that they received itI ended up calling them weeks later and they said that the claim was being processed
Yesterday 08/04/I received a check from them - haven't deposited it yetHopefully it's goodIf not then I'll reopen the claim
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 the response was minimal and the assistant manager at the *** mall location was beyond horridI forewarn anyone to avoid her like the plague
*** ***
Tell us why h*** ***Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding a dishwasher purchased from the *** *** Sears Outlet.*** *** manager of the *** *** Sears Outlet provided the following response:As noted in our initial correspondence, the dishwasher was uninstalled and returned to the storeSales check # *** references a refund in the amount of $That said we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***
***Regulatory Claims SpecialistSears Holdings Corporation***ere