Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Elizabeth *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her microwave After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the MicrowaveMs*** has been informed of this offer and has been provided with the necessary information to select a new MicrowaveShe understands that once she makes her selection we will process the replacement in my officeAt this time we are waiting for Ms*** to make her selection and she has my direct contact informationSince it was our understanding that this resolution met with Ms***’s 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
June 29,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return the shorts that she purchased without a receipt
Upon receipt of Ms*** complaint we reviewed her Shop Your Way Reward account that can track purchases for our members made at Sears or KmartAccording to our records, Ms*** purchased the shorts on salescheck # ***dated April 21, The shorts were on clearance and priced at $each, not $as Ms*** had indicated on her complaintWe would also like to note that Ms*** mentioned in her complaint that she had worn the shorts which means that she must have removed the tagsOnce the tags are removed, we cannot accept a returnFurthermore, our return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions…” Since Ms*** purchased her shorts on April 21, and then attempted to return them on June 18, 2016, she was clearly over our 30-day “hassle-free” return period
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
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
*** *** ***
December 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint on behalf of friend *** *** regarding her dissatisfaction
that washer failed too soon and the problems she encountered when she attempted to schedule warranty service
It is unfortunate that we failed Ms*** expectations when she recently purchased a new washer for her friend Ms***We value Mr*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** or Ms*** may have experiencedWe want to assure them that that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Upon receipt of Ms*** complaint we researched and were unable to locate the purchase of the washer listed under the phone number or address listed on the complaintWe contacted Ms*** and she provided the purchase information and location of the washerWe contacted Ms*** and we scheduled service for a warranty service on the washerOn December 22, our technician assessed the washer and ordered a cordOur technician is scheduled to return to install the cord on January 5, to install the partWe assured Ms*** that our technician will perform warranty service and if he deems it non repairable, then we would replace the washer as per the warranty
With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time
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 12, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** - *** *** Dear Ms***, We have completed the investigation of Ms***’s complaint regarding her recent online order
experience and request for a full refund We would first like to apologize for any inconvenience Ms*** may have experienced with her orderAfter sending an email correspondence to Ms*** we found that the shoes were returned to the local store on August 29, Additionally, we confirmed that a full refund of $was credited on August 29, Ms***’s credit should have posted to her account within to business days from that dateWe apologize for any inconvenience she may have experienced with receiving the wrong size and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms***’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia *** Regulatory Complaint Specialist Sears Holdings Corporation
June 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding a billing discrepancy Arrangements were made to pick up Mr*** water heater and a refund for the water heater itself was issued today in the amount of $This credit should reflect within 3-business daysMr*** did not pay for delivery as he had a free delivery promotion applied to his orderWe sincerely apologize to Mr*** for any inconvenience he may have experienced as a result of this issueIn 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 *** *** ***
January 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear MsVirghes,
We have completed the investigation of Mr*** complaint regarding his recent online order and his
request to receive the shoes ordered After reviewing the complaint filed, we found that Mr*** had previously been in contact with (ECR) Executive Customer Relations, Sears’ escalated complaint departmentECR assisted in monitoring the refund back to his *** account for the order that he did not receiveAdditionally, to resolve this matter the ECR team issued Mr*** $in Shop Your Way Reward points so that a new order could be placed for the shoesThis amount covered the cost of the shoes that had an increase in priceWe confirmed that the shoes were delivered and he was satisfied with this resolutionIn the interim, since an equitable resolution has been provided, 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
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,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and the
information she received regarding the cost of the Sears Home Warranty We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received regarding the cost of the Sears Home WarrantyWe respectfully ask that this matter be closed, since we have cancelled Ms*** Sears Home Warranty with out penalty and noted her candid feedback Again, we apologize to Ms*** for this issue 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
Sincerely,
*** * ***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order and request for a
refund after the return policy time frame of a Third Party Seller 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 *** Inclocated at *** *** *** *** ** *** ** ***, with an email address of *** 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 SITEReturns 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 While the product is far outside of the seller’s return policy and Sears not obligated to issue the refund, we processed a full refund of $in the form of a mail bank check as a onetime courtesy exceptionAdditionally, MsHom may keep or dispose of the merchandise to her discretionThe check will arrive in the mail within to business daysIn closure, since an equitable resolution 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
Sincerely,
*** ***
Tell us why here...July 17,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** *** Via: ***
Dear Ms***
Thank you for contacting Sears Home Improvement
Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliatedOn July 15, 2016, during my conversation with Mrs***r, I confirmed that our local service technician serviced the HVAC unit, and it is operatingAdditionally, I confirmed with our Customer that she is satisfied with the HVAC repairI do apologize for the miscommunication with the local service technician, and for any inconveniences and frustrations this may have caused
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs***r as a customer and appreciate their patronageIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Mrand Mrs***r
April 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
Dear Ms***
We have reviewed Ms*** rebuttal to the response provided by Sears Home Delivery
We spoke with Ms*** this morning to verify if she had received her refundMs*** indicated that she had not yet received the credit to dateWe apologized for the delay and advised that we would contact Sears Home Delivery to conduct a research of the credit they indicated was issuedWe informed Ms*** that we would stay in contact with her until she received the refundWe plan to follow up with Ms*** this Wednesday April 29, 2015, to provide her with an update to the credit researchShould Ms*** have any questions or concerns, she may also contact *** *** ** *** *** ext***In the interim, we respectfully ask to have this matter closed, pending her receipt of the refund
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
***
*** *** ***
*** *** ***
April 14,
*** *** ** *** ** *** ** ***
Our File No: *** Revdex.com File No: *** *** Via: 2day/*** Signature Required
Via: Revdex.com Website
Dear MsHenry
Pursuant to our conversation on 4/4/2017, this letter serves to confirm that Sears Home Improvements (SHIP) has completed the investigation process regarding your countertop contract that was installed on 9/9/As a consumer you were entitled to cancel your contract up until the third business day after signing itThis time period is your right and allows you to change your mind in the event that you experience buyer’s remorse or find a lower price elsewhereYou did not choose to cancel the job during the cancellation time periodWhile we stand behind our products we understand that as a consumer you have to choose what is best for youWe are thankful that you have chosen Sears for your countertop remodel job
As you know, we were contracted to remove and replace your countertop, sink and disposal onlyThat being said, we did not touch your cabinets as this was not within the scope of the contractAny gaps between your cabinets or dishwasher are pre-existingPer the pictures you have provided it looks like that the level is exceptionally close to being evenAs mentioned previously, by the countertop vendor, they could shim the countertop in the areas that you have concernUnfortunately, you declined this resolutionThere is also concern that the leveling issue may be that your dishwasher needs to be leveledSHIP can’t be responsible for the dishwasher since it is not a part of the scope of the contract
Additionally, we don’t see any scratches or seam issues in the pictures you providedIt is inevitable for a seam to be present, which you confirmed that the vendor buffed outAs far as the countertop backsplash concern, this is the standard size for the backsplashYou received what you were contracted for which was a Solid Surface countertop, Pinehurst color
While we understand you are unhappy with the workmanship services, our records indicate that we successfully completed our workmanship warranty repairs, and did so timelyYour original workmanship warranty is for one year from the date of installIt expires on 9/9/Should there be an issue again we are happy to come out and make repairs at no additional costs to you since it is
under the one year warrantyThere would only be a charge if the scratches are caused by customer useFor instance, anything on the counter should have felt sticky pads to avoid any scratchesI have included a copy of the countertop maintenance care booklet for your records
I apologize for any misunderstanding or inconveniences you may have experienced but we have done nothing that would require we reimburse you for anythingAt this time we are closing our file on this matter as we have fulfilled our contractual obligationThank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** extension *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
Enclosed (2)
cc: *** ***, Revdex.com
Complaint: ***
I am rejecting this response because: this is a very disappointing and unaccountable responseI could be mistaken, but I don't think i'm in the minority of consumers that doesn't read every policy and rule in fine print before they make a purchaseHow am I supposed to know that Im purchasing from a compleatly different company when at the end of my purchase it says 'thank you for shopping with sears' and on my credit card statement it shows a purchase form sears holdings? It seems like such a horrible business decision to tell a customer who has shopped with sears for years that they won't honor the vendors return policy that advertises on sears holdings web siteIn addition, the vendor that FAILED TO HONOR THEIR RETURN POLICY THAT WAS WRITTEN ON SEARS' WEBSITE has had tons of complaints against them for EXACTLY the same reason I'm telling you now, that have gone unresolvedThey currently have an 'F' rating on the Revdex.com websiteAgain, maybe I'm alone in this thought, but after seeing that sears is representing other businesses who hold an F for customer satisfaction, I associate that directly with searsAs far as Im concerned, sears also has an FThis has been over three months now and my refund has still not posted on my bank statement (even though, the return policy with this vendor is days and I initiated the return the day after I received it in the mail)I have not ask for anything outside of the return policy, I have been following the return policy exactlyBecause the company who advertises through sears FAILED TO RESPOND TO ME AND TO SEARS AND WILL NOT HONOR THE POICY THAT THEY SHOW ON YOUR WEBITE, I expect you now follow throughI don't think my complaint to the Revdex.com would have gotten me anywhere; I think It was the fact that I have emailed every person in a leadership role I could find to get you to HONOR YOUR RETURN POLICY.You have lost a customer in me and my familyThe response that you don't have to be responsible for the companies that sell on sears.com is very disappointing and I will share with my friendsI hope people see this post before shopping at sears in the future, so they know exactly what sears stands for
Sincerely,
*** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** ***
*** *** *** We have completed the investigation of *** ***’ complaint regarding her
refrigeratorThe
refrigerator noted in *** ***’ complaint was covered
by a one year manufacturer’s
warranty until it expired on April 5, Notes from her case with our
Customer Solutions Department indicate that *** *** was told that her
refrigerator was covered by a year sealed system warrantyThis information was
incorrect and was inadvertently given to *** ***That said, in order to
assist *** ***, as a gesture of good faith I provide her with a one year
Service Smart Agreement (SSA) to protect her refrigerator until November 2,
I emergency ordered the needed parts to repair *** *** refrigerator
We placed *** *** on the emergency service list and we were able to repair
her refrigerator on Saturday, November 7, At this time, since we have
noted the actions to assist *** ***, we ask that this complaint be closedWe 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,*** *** *** *** *** ***
January 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his online order experience and
non-receipt of the item he ordered *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Mr*** expectations when he attempted to resolve this matter initiallyWe value Mr*** patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we contacted Mr*** to apologize for the inconvenience with this online orderMr*** stated that his order arrived late but he did receive the product and is happy with itMr*** appreciated our call back to follow up with himAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponShould Mr*** have any further questions or concerns, he may contact our store directly at (*** ***In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Teresa C*** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding service on her oven We completed repairs on the
oven on August 9, As of August 22, Ms*** stated she has not used the oven yet as she has been on vacationOur service unit provided her a direct number if she is still in need of assistanceSince we have repaired the oven and Ms*** has been provided contact information directly to the service unit we have closed our case 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@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
Sincerely,
Igor R***
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** * *** *** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request to return the merchandise for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaint and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online offered to send a label to return the merchandise on January 8, 2017, however a label was not sent to Ms*** Before proceeding we want to ensure that Ms*** still wishes to return the merchandiseMs*** may contact me via email at *** to confirm whether she would like to return the orderAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Elizabeth *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her microwave After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the MicrowaveMs*** has been informed of this offer and has been provided with the necessary information to select a new MicrowaveShe understands that once she makes her selection we will process the replacement in my officeAt this time we are waiting for Ms*** to make her selection and she has my direct contact informationSince it was our understanding that this resolution met with Ms***’s 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
June 29,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return the shorts that she purchased without a receipt
Upon receipt of Ms*** complaint we reviewed her Shop Your Way Reward account that can track purchases for our members made at Sears or KmartAccording to our records, Ms*** purchased the shorts on salescheck # ***dated April 21, The shorts were on clearance and priced at $each, not $as Ms*** had indicated on her complaintWe would also like to note that Ms*** mentioned in her complaint that she had worn the shorts which means that she must have removed the tagsOnce the tags are removed, we cannot accept a returnFurthermore, our return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions…” Since Ms*** purchased her shorts on April 21, and then attempted to return them on June 18, 2016, she was clearly over our 30-day “hassle-free” return period
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
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
*** *** ***
December 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint on behalf of friend *** *** regarding her dissatisfaction
that washer failed too soon and the problems she encountered when she attempted to schedule warranty service
It is unfortunate that we failed Ms*** expectations when she recently purchased a new washer for her friend Ms***We value Mr*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** or Ms*** may have experiencedWe want to assure them that that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
Upon receipt of Ms*** complaint we researched and were unable to locate the purchase of the washer listed under the phone number or address listed on the complaintWe contacted Ms*** and she provided the purchase information and location of the washerWe contacted Ms*** and we scheduled service for a warranty service on the washerOn December 22, our technician assessed the washer and ordered a cordOur technician is scheduled to return to install the cord on January 5, to install the partWe assured Ms*** that our technician will perform warranty service and if he deems it non repairable, then we would replace the washer as per the warranty
With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms*** issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask that this matter remain closed at this time
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 12, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** - *** *** Dear Ms***, We have completed the investigation of Ms***’s complaint regarding her recent online order
experience and request for a full refund We would first like to apologize for any inconvenience Ms*** may have experienced with her orderAfter sending an email correspondence to Ms*** we found that the shoes were returned to the local store on August 29, Additionally, we confirmed that a full refund of $was credited on August 29, Ms***’s credit should have posted to her account within to business days from that dateWe apologize for any inconvenience she may have experienced with receiving the wrong size and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms***’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia *** Regulatory Complaint Specialist Sears Holdings Corporation
June 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding a billing discrepancy Arrangements were made to pick up Mr*** water heater and a refund for the water heater itself was issued today in the amount of $This credit should reflect within 3-business daysMr*** did not pay for delivery as he had a free delivery promotion applied to his orderWe sincerely apologize to Mr*** for any inconvenience he may have experienced as a result of this issueIn 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 *** *** ***
January 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear MsVirghes,
We have completed the investigation of Mr*** complaint regarding his recent online order and his
request to receive the shoes ordered After reviewing the complaint filed, we found that Mr*** had previously been in contact with (ECR) Executive Customer Relations, Sears’ escalated complaint departmentECR assisted in monitoring the refund back to his *** account for the order that he did not receiveAdditionally, to resolve this matter the ECR team issued Mr*** $in Shop Your Way Reward points so that a new order could be placed for the shoesThis amount covered the cost of the shoes that had an increase in priceWe confirmed that the shoes were delivered and he was satisfied with this resolutionIn the interim, since an equitable resolution has been provided, 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
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,
*** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and the
information she received regarding the cost of the Sears Home Warranty We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received regarding the cost of the Sears Home WarrantyWe respectfully ask that this matter be closed, since we have cancelled Ms*** Sears Home Warranty with out penalty and noted her candid feedback Again, we apologize to Ms*** for this issue 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
Sincerely,
*** * ***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order and request for a
refund after the return policy time frame of a Third Party Seller 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 *** Inclocated at *** *** *** *** ** *** ** ***, with an email address of *** 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 SITEReturns 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 While the product is far outside of the seller’s return policy and Sears not obligated to issue the refund, we processed a full refund of $in the form of a mail bank check as a onetime courtesy exceptionAdditionally, MsHom may keep or dispose of the merchandise to her discretionThe check will arrive in the mail within to business daysIn closure, since an equitable resolution 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
Sincerely,
*** ***
Tell us why here...July 17,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** *** Via: ***
Dear Ms***
Thank you for contacting Sears Home Improvement
Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliatedOn July 15, 2016, during my conversation with Mrs***r, I confirmed that our local service technician serviced the HVAC unit, and it is operatingAdditionally, I confirmed with our Customer that she is satisfied with the HVAC repairI do apologize for the miscommunication with the local service technician, and for any inconveniences and frustrations this may have caused
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mrand Mrs***r as a customer and appreciate their patronageIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Mrand Mrs***r
April 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
Dear Ms***
We have reviewed Ms*** rebuttal to the response provided by Sears Home Delivery
We spoke with Ms*** this morning to verify if she had received her refundMs*** indicated that she had not yet received the credit to dateWe apologized for the delay and advised that we would contact Sears Home Delivery to conduct a research of the credit they indicated was issuedWe informed Ms*** that we would stay in contact with her until she received the refundWe plan to follow up with Ms*** this Wednesday April 29, 2015, to provide her with an update to the credit researchShould Ms*** have any questions or concerns, she may also contact *** *** ** *** *** ext***In the interim, we respectfully ask to have this matter closed, pending her receipt of the refund
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
***
*** *** ***
*** *** ***
April 14,
*** *** ** *** ** *** ** ***
Our File No: *** Revdex.com File No: *** *** Via: 2day/*** Signature Required
Via: Revdex.com Website
Dear MsHenry
Pursuant to our conversation on 4/4/2017, this letter serves to confirm that Sears Home Improvements (SHIP) has completed the investigation process regarding your countertop contract that was installed on 9/9/As a consumer you were entitled to cancel your contract up until the third business day after signing itThis time period is your right and allows you to change your mind in the event that you experience buyer’s remorse or find a lower price elsewhereYou did not choose to cancel the job during the cancellation time periodWhile we stand behind our products we understand that as a consumer you have to choose what is best for youWe are thankful that you have chosen Sears for your countertop remodel job
As you know, we were contracted to remove and replace your countertop, sink and disposal onlyThat being said, we did not touch your cabinets as this was not within the scope of the contractAny gaps between your cabinets or dishwasher are pre-existingPer the pictures you have provided it looks like that the level is exceptionally close to being evenAs mentioned previously, by the countertop vendor, they could shim the countertop in the areas that you have concernUnfortunately, you declined this resolutionThere is also concern that the leveling issue may be that your dishwasher needs to be leveledSHIP can’t be responsible for the dishwasher since it is not a part of the scope of the contract
Additionally, we don’t see any scratches or seam issues in the pictures you providedIt is inevitable for a seam to be present, which you confirmed that the vendor buffed outAs far as the countertop backsplash concern, this is the standard size for the backsplashYou received what you were contracted for which was a Solid Surface countertop, Pinehurst color
While we understand you are unhappy with the workmanship services, our records indicate that we successfully completed our workmanship warranty repairs, and did so timelyYour original workmanship warranty is for one year from the date of installIt expires on 9/9/Should there be an issue again we are happy to come out and make repairs at no additional costs to you since it is
under the one year warrantyThere would only be a charge if the scratches are caused by customer useFor instance, anything on the counter should have felt sticky pads to avoid any scratchesI have included a copy of the countertop maintenance care booklet for your records
I apologize for any misunderstanding or inconveniences you may have experienced but we have done nothing that would require we reimburse you for anythingAt this time we are closing our file on this matter as we have fulfilled our contractual obligationThank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** extension *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
Enclosed (2)
cc: *** ***, Revdex.com
Complaint: ***
I am rejecting this response because: this is a very disappointing and unaccountable responseI could be mistaken, but I don't think i'm in the minority of consumers that doesn't read every policy and rule in fine print before they make a purchaseHow am I supposed to know that Im purchasing from a compleatly different company when at the end of my purchase it says 'thank you for shopping with sears' and on my credit card statement it shows a purchase form sears holdings? It seems like such a horrible business decision to tell a customer who has shopped with sears for years that they won't honor the vendors return policy that advertises on sears holdings web siteIn addition, the vendor that FAILED TO HONOR THEIR RETURN POLICY THAT WAS WRITTEN ON SEARS' WEBSITE has had tons of complaints against them for EXACTLY the same reason I'm telling you now, that have gone unresolvedThey currently have an 'F' rating on the Revdex.com websiteAgain, maybe I'm alone in this thought, but after seeing that sears is representing other businesses who hold an F for customer satisfaction, I associate that directly with searsAs far as Im concerned, sears also has an FThis has been over three months now and my refund has still not posted on my bank statement (even though, the return policy with this vendor is days and I initiated the return the day after I received it in the mail)I have not ask for anything outside of the return policy, I have been following the return policy exactlyBecause the company who advertises through sears FAILED TO RESPOND TO ME AND TO SEARS AND WILL NOT HONOR THE POICY THAT THEY SHOW ON YOUR WEBITE, I expect you now follow throughI don't think my complaint to the Revdex.com would have gotten me anywhere; I think It was the fact that I have emailed every person in a leadership role I could find to get you to HONOR YOUR RETURN POLICY.You have lost a customer in me and my familyThe response that you don't have to be responsible for the companies that sell on sears.com is very disappointing and I will share with my friendsI hope people see this post before shopping at sears in the future, so they know exactly what sears stands for
Sincerely,
*** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** ***
*** *** *** We have completed the investigation of *** ***’ complaint regarding her
refrigeratorThe
refrigerator noted in *** ***’ complaint was covered
by a one year manufacturer’s
warranty until it expired on April 5, Notes from her case with our
Customer Solutions Department indicate that *** *** was told that her
refrigerator was covered by a year sealed system warrantyThis information was
incorrect and was inadvertently given to *** ***That said, in order to
assist *** ***, as a gesture of good faith I provide her with a one year
Service Smart Agreement (SSA) to protect her refrigerator until November 2,
I emergency ordered the needed parts to repair *** *** refrigerator
We placed *** *** on the emergency service list and we were able to repair
her refrigerator on Saturday, November 7, At this time, since we have
noted the actions to assist *** ***, we ask that this complaint be closedWe 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,*** *** *** *** *** ***
January 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his online order experience and
non-receipt of the item he ordered *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Mr*** expectations when he attempted to resolve this matter initiallyWe value Mr*** patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we contacted Mr*** to apologize for the inconvenience with this online orderMr*** stated that his order arrived late but he did receive the product and is happy with itMr*** appreciated our call back to follow up with himAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponShould Mr*** have any further questions or concerns, he may contact our store directly at (*** ***In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Teresa C*** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding service on her oven We completed repairs on the
oven on August 9, As of August 22, Ms*** stated she has not used the oven yet as she has been on vacationOur service unit provided her a direct number if she is still in need of assistanceSince we have repaired the oven and Ms*** has been provided contact information directly to the service unit we have closed our case 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@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
Sincerely,
Igor R***
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** * *** *** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her recent online order experience
and request to return the merchandise for a refund It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaint and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we show that Sears Online offered to send a label to return the merchandise on January 8, 2017, however a label was not sent to Ms*** Before proceeding we want to ensure that Ms*** still wishes to return the merchandiseMs*** may contact me via email at *** to confirm whether she would like to return the orderAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation