June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the pricing of an
item he purchased As clarification, the promotion in question notes: “5% Off or months financing on Tools with qualifying Sears card.Subject to credit approvalOffers may not be combined with other Sears card offersFor on-line transactions, the required transaction amount is based on the single item selectedSelect the Savings offer or Special Financing offer on the payment page in checkout to get instant savings or special financingFor in-store transactions, purchase requirement amount is less coupons, discounts and reward certificates, and does not include tax, installation, delivery, shipping or fees, and must be made in a single transactionOffer available on items sold by Sears onlyExcludes closeouts, clearance,Unilateral Pricing Policy (UPP) and Everyday Great Price itemsExcludes Sears Commercial One accountsSears Home Improvement AccountSM applies on installed merchandise only.” Clearly, if a Sears card is not used, the promotion would not applyIf a consumer has a Sears card in their profile as their default payment method, the system may assume that is what is being used and the promotion will appear to apply until processingIf the consumer is not watching closely, they may not see the price change when it is processed and the system recognizes that the Sears card is not being used after allWe apologize if this was not clear to Mr*** That said, we appreciate Mr*** patronage and we have issued a credit for $to the *** account he used for payment on his orderThis credit should reflect within 3-business daysIn light of the aforementioned, we respectfully ask that this matter be considered closed Again, we apologize to MrSheaffer 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 meI do hope that something is done to make it clearer to Customer Service about handling situations like this
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 meI finally recieved the check $Thursday, May It would be nice to be compensated in some way with the inconvenience that Sears has put my husband and I through.
Sincerely,
*** *** After all we as devoted customers have been put through of this issue of our mattressWe would hope that Sears would be able to compensate us in some way toward the total cost of our purchase.After all we as devoted customers have been put through of this issue of our mattressWe would hope that Sears would be able to compensate us in some way toward the total cost of our purchase
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kyle H*** Dear Ms*** We have completed the investigation of MsH*** complaint regarding her *** cook top To clarify, like many retail
stores Sears sells many different Brands, but unlike other retailers Sears is contracted by many of these manufactures to provide service for their warrantied itemsAlthough at one time Sears was contracted with *** for any manufacture warranty service we no longer hold a contact with *** for their warranty service coverage It is unfortunate that MsH***’s *** cook top did not live up to her expectations but since MsH*** is outside the Sears day return period we are unable to refund her the purchase of the *** cook topMsH*** will need to follow the manufactures warranty regarding service with *** at this time as Sears is not the manufacture of *** productsSince we have explained why we are not able to refund MsH*** *** washer and dryer as she request we have closed our case We apologize to MsH*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
June 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being informed that the repair
needed on his tractor would not be covered under his Repair Protection Agreement (RPA)
We would first like to clarify that just because an item is under a RPA, it does not mean that all repairs would be coveredThe RPA states under LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANSTHIS AGREEMENT DOES NOT COVER, “Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature such as hurricanes, tornadoes, floods, etc.”
In Mr*** case, on June 10, our technician assessed the tractor and found a hole in the engine blockOur technician noted that the engine did not have any oil and also found the air filter was very dirtyThese findings indicate misuse and neglect of the tractorUsing the tractor under these conditions damaged the engineTherefore, as listed in the protection agreement, the repair or a replacement of the tractor will not be covered under the RPAHowever, the RPA does provide Mr*** a 25% discount on parts and labor if he chooses to continue with the repairMr*** can contact *** if he would like to scheduled service and pay for the serviceWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
October 5,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Mr*** complaint regarding
installation of his wall oven where his carpet allegedly was damaged
Upon receiving Mr*** complaint, we escalated his concerns to Jerry *** District Sales Manager, who has attempted to reach Mr*** via telephone and I has left contact information on voicemail; however, at this time he has not responded. We are unable to resolve Mr*** issue until we have the opportunity to discuss the matter with him. He may contact Mr*** at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider Mr*** matter closed, pending his response
We apologize to Mr*** 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
*** ***
Regulatory Complaints Specialist
***
***
February 24, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Donnie W*** - # *** Dear Ms***: We have completed the investigation of Mr***’ complaint regarding damage he claims was caused to
his vehicle by Sears Auto Center Sears has referred Mr*** to our third-party claims administrator, Sedgwick. Samuel *** has been assigned as Mr***’ caseworker and his claim number is ***If Mr*** has any questions regarding his claim, we ask that he contact Mr*** at (847) 645-*** during business hours or via email at Samuel.***@sedgwickcms.com. Per our protocol, once a consumer has been assigned a claim number through Sedgwick, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Mr***’ issue, regardless of the decision made; however, as a courtesy, we sent Sedgwick an email advising that Mr*** has escalated his issue to the Revdex.com Again, if Mr*** has any concerns or questions regarding his claim, we ask that he speak with Mr***With that said, since Sedgwick is the party responsible for addressing Mr***’ damage claim, not Sears, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Tell us why here...January 3,
Revdex.com
Attn: Nita Virghes
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: ***/Doris *** Via: Revdex.com Website
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 affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe have reached an amicable agreement with MsKirk
At this time we respectfully request you close your fileOn behalf of SHIP, please know we value Ms*** as a customer and apologize for any inconveniences she may have experiencedIf you have any questions or concerns, please contact me at 800-222-x 5552, or via email at Jeanne.***@searshomepro.com
Sincerely,
Jeanne ***
SHIP/HI Regulatory Complaint Specialist
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Auto Center
First, we would like to apologize to Mr*** for failing his expectations in regard to a recent auto repair. Besides sending Mr*** complaint to the local auto center, we forwarded his concerns to the District Service Manager for further review, as we do not take these matters lightly. On December 10, 2016, Auto Center Manager *** *** responded that Mr*** returned to the auto center on December 9, 2016, to discuss his concerns with the repair. As resolution to Mr*** complaint, a refund in the amount of $was issued. As it is our understanding that this refund meets with Mr*** satisfaction, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed our investigation of We would first like to point out that *** *** *** *** (CCHS) is the
obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr*** contract On receipt of Mr*** complaint and were provided the following information: “The customer called in on 4/3/to cancel the warranty agreement upset about the non-covered charges on the claimThe customer was advised that the non-covered charges would need to be addressed prior to the warranty proceeding with the approved repairHe was advised of the cancellation fee at the time should he have chosen to proceed with the cancellationThe customer then requested that the service company complete the approved repairHe was transferred to Customer Service for further assistance While speaking with the Customer Service Representative, Mr*** requested that the parts be ordered; the customer requested that only the approved repair be performedThe parts were ordered with an ETA of 4/6/ An appointment was scheduled on 4/12/between 3-5pm at the customer’s request On the following day, 4/13/2017, both the service provider and the customer were contacted and both parties confirmed that the repair was successfully completed and the refrigerator was working okay On 4/14/2017, a representative from our Revdex.com team reached out to the customer to follow upThe customer, again, confirmed completion of the repair and accepted a reimbursement of his deductible due to the amount of time it had taken to resolve his concerns The escalation has been closed and Mr*** warranty is still activeThere have been no additional requests to cancel the warranty agreement.” Since Mr*** *ssue has been addressed by CCHS we have closed this caseWe apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: Even though I understand the stated policy, the fact that you have referenced the hassle free return policy in your response makes it clear that you do not actually have oneWhen you place so many restrictions upon a return policy that makes it impossible to resolve an issue with the stated policy with out having to jump thru hoops and avoid the many pitfalls that are thrown into you path to just to wait weeks to get a response form someone that offers no help in the least show just how little your company values their customersI am sure that this is a leading factor to your companies continue decline and many store closingsAdd to that the fact that you do not even have the curtesy of addressing me correctly even though it is clearly stated in multiple places that I am a Mister *** and not a Ms*** just reinforces that fact that you do not care about your customers in the leastWith that being said,no one in my family will any longer be doing business with your companyI am sure that this is no loss to a company that values your customers as much as you appear to but I am sure that it will add to the long term losses and will most certainly contribute, at least in a small way since it was may mother-in-laws favorite store, to your companies final closingJust as an aside, we will be donating the dishes to charity so that at least someone, somewhere will be able to benefit from our misfortune with having to deal with such a customer "friendly" company with such a "great hassle free return policy".
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I was dismayed that the manager who called made it sound as if he alone had been working on my behalf to resolve this issue, and no reference to my complaint with the Revdex.com and Sears in *eneral was made. This manager either has a huge ego, or doesn't want to admit there was an error made. The battery was returned and the refund *iven. This was my only bad experience with this location, but it left a bitter memory if that is the quality of management. The salesperson who originally sold the battery was excellent. The manager wasn't.
Sincerely,
Richard ***
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,
Pamela ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
I was reimbursed through *** in the executive teamHowever, Sears really needs to have their team accessible to their customersIt was nearly impossible to reach someone about my orderWe are good now
Sincerely,
*** ***
December 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Miss *** complaint regarding her recent online order
experience and request to return the items for a refund It is unfortunate that we failed Miss *** expectations as we value her patronageWe can understand Miss *** frustration with the series of events noted in her complaintAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter confirming the charges for this order, we have processed three electronic return labels that were sent to Miss *** via emailFor Miss *** records the tracking number for the Women’s Allexina shoes is *** the tracking for the toddler boots is *** and the tracking for the Girl’s Hillary Black ankle boot is *** Once the items are returned, then Miss *** may follow up with me via email at *** for the refundWe hope that in the future Miss *** 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 Miss *** 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
September 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Danette F* - # *** Dear *** *** We have completed the investigation of MsF* rebuttal to our previous response While we empathize with MsF* we are unable to compensate her for lost time. However, as we explained in our original response as a conciliatory gesture, we provided her with a one-year extension to the MPA she carries on her television. In conclusion, since we have documented MsF* follconcerns and we have clarified that no further compensation will be provided, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
July 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed the investigation of MrV*** complaint regarding his dissatisfaction with our
appointment availability for his lawn tractor repair We apologize that we were unable to arrange a mutually satisfying time frame for MrV*** lawn tractor repair. We would like to clarify that Sears’ protection agreements do not make any promise that service will be provided within a certain time frame or date. Although we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possible. With that having been said, we can definitely understand MrV*** frustration with the delay he experienced. Our records indicate that our technician returned on June 2, 2017, completed a repair and confirmed that MrV*** lawn tractor was operating to the manufacturer’s specifications afterward. We have documented that our process did not meet MrV*** needs, and we do compile this information to determine whether changes are warranted to satisfy our customers’ needs and our own business objectives. Additionally, we have agreed to honor his request for reimbursement of his lawn care expenseMrVasandani is expected to receive his reimbursement check of $within business days, and is welcome to contact Regulatory Complaint Specialist *** *** at *** if he has any further concerns about this issue or his reimbursement checkWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MrV*** expectations, since we have provided the requested resolution we have closed our file regarding this matter 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 *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding a mattress purchased from Sears*** ***, Service Recovery
Specialist from Sears Home Delivery provided the following response: After receiving Mr*** complaint I contacted him to discuss his concernsMr*** requested that his order be cancelled and to receive a refundI was able to confirm that the order was cancelled on January 14th , a refund was processed and the fund should post back to his ***Card ending in *** within to business days of this dateIf I can be of any further assistance to Mr***, he can reach me at *** *** *** Since we have noted the actions taken by Sears to refund Mr***, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 27,
*** ***
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 her
purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyConsumers may view the return policy on Sears.com, signs posted at registers, or can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptions.” Since Ms*** was unable to provide a gift receipt or proof of purchase when she attempted to return/exchange the lingerie, her request was denied by the store
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms*** when no one else has received oneMs*** indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange…it must be requested with proof of purchaseAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
Again, 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
*** *** ***
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being denied
a refund since he was outside the parameters for this option per the terms of our return policy As clarification, our return policy changed in June of 2015, to reflect a 30-day time limit for most refunds and exchangesPrior to this, there were several different times that were applicable; anywhere from 30-daysWe felt that the policy was less confusing by making most the same timeFor some time after this, we still granted exceptions to our policy as we knew there would be an adjustment periodHowever, a few months ago we realized that there seemed to be no effort to comply with the posted policyDue to this, and the continuing increase in return fraud and return abuse that is ever more common in the retail industry, we had no other recourse but to take a firmer stance and discontinue the use of exceptions for the time being, unless it was for a valid reason such as the merchandise was purchased more than days ago but not delivered or shipped more than days beforeOtherwise, nationwide our stores and our customer service groups have a mandatory directive of no exceptions While Mr*** situation does seem like his request for an exception would be reasonable, once we open the door to that exception there would be others that also felt their request was reasonable and would feel we were being discriminatory if we honored Mr*** request while not honoring theirsWith that said, we are apologetic that we did not respond to Mr*** complaint earlierAs an apology for the delay we have sent him a $gift card good at any Sears or Kmart store, whether online or in personThis is being sent regular mail and should arrive in the next 2-weeks at the address noted on this complaintIn the interim, since we have explained why we are unable to make an exception to our policy for Mr***, we have closed our file. 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 concernsBe aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
June 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the pricing of an
item he purchased As clarification, the promotion in question notes: “5% Off or months financing on Tools with qualifying Sears card.Subject to credit approvalOffers may not be combined with other Sears card offersFor on-line transactions, the required transaction amount is based on the single item selectedSelect the Savings offer or Special Financing offer on the payment page in checkout to get instant savings or special financingFor in-store transactions, purchase requirement amount is less coupons, discounts and reward certificates, and does not include tax, installation, delivery, shipping or fees, and must be made in a single transactionOffer available on items sold by Sears onlyExcludes closeouts, clearance,Unilateral Pricing Policy (UPP) and Everyday Great Price itemsExcludes Sears Commercial One accountsSears Home Improvement AccountSM applies on installed merchandise only.” Clearly, if a Sears card is not used, the promotion would not applyIf a consumer has a Sears card in their profile as their default payment method, the system may assume that is what is being used and the promotion will appear to apply until processingIf the consumer is not watching closely, they may not see the price change when it is processed and the system recognizes that the Sears card is not being used after allWe apologize if this was not clear to Mr*** That said, we appreciate Mr*** patronage and we have issued a credit for $to the *** account he used for payment on his orderThis credit should reflect within 3-business daysIn light of the aforementioned, we respectfully ask that this matter be considered closed Again, we apologize to MrSheaffer 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 meI do hope that something is done to make it clearer to Customer Service about handling situations like this
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 meI finally recieved the check $Thursday, May It would be nice to be compensated in some way with the inconvenience that Sears has put my husband and I through.
Sincerely,
*** *** After all we as devoted customers have been put through of this issue of our mattressWe would hope that Sears would be able to compensate us in some way toward the total cost of our purchase.After all we as devoted customers have been put through of this issue of our mattressWe would hope that Sears would be able to compensate us in some way toward the total cost of our purchase
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kyle H*** Dear Ms*** We have completed the investigation of MsH*** complaint regarding her *** cook top To clarify, like many retail
stores Sears sells many different Brands, but unlike other retailers Sears is contracted by many of these manufactures to provide service for their warrantied itemsAlthough at one time Sears was contracted with *** for any manufacture warranty service we no longer hold a contact with *** for their warranty service coverage It is unfortunate that MsH***’s *** cook top did not live up to her expectations but since MsH*** is outside the Sears day return period we are unable to refund her the purchase of the *** cook topMsH*** will need to follow the manufactures warranty regarding service with *** at this time as Sears is not the manufacture of *** productsSince we have explained why we are not able to refund MsH*** *** washer and dryer as she request we have closed our case We apologize to MsH*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
June 24,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being informed that the repair
needed on his tractor would not be covered under his Repair Protection Agreement (RPA)
We would first like to clarify that just because an item is under a RPA, it does not mean that all repairs would be coveredThe RPA states under LIMITATIONS OF COVERAGE THAT APPLIES TO ALL PLANSTHIS AGREEMENT DOES NOT COVER, “Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, CRT-based or Plasma television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature such as hurricanes, tornadoes, floods, etc.”
In Mr*** case, on June 10, our technician assessed the tractor and found a hole in the engine blockOur technician noted that the engine did not have any oil and also found the air filter was very dirtyThese findings indicate misuse and neglect of the tractorUsing the tractor under these conditions damaged the engineTherefore, as listed in the protection agreement, the repair or a replacement of the tractor will not be covered under the RPAHowever, the RPA does provide Mr*** a 25% discount on parts and labor if he chooses to continue with the repairMr*** can contact *** if he would like to scheduled service and pay for the serviceWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
October 5,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Mr*** complaint regarding
installation of his wall oven where his carpet allegedly was damaged
Upon receiving Mr*** complaint, we escalated his concerns to Jerry *** District Sales Manager, who has attempted to reach Mr*** via telephone and I has left contact information on voicemail; however, at this time he has not responded. We are unable to resolve Mr*** issue until we have the opportunity to discuss the matter with him. He may contact Mr*** at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider Mr*** matter closed, pending his response
We apologize to Mr*** 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
*** ***
Regulatory Complaints Specialist
***
***
February 24, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Donnie W*** - # *** Dear Ms***: We have completed the investigation of Mr***’ complaint regarding damage he claims was caused to
his vehicle by Sears Auto Center Sears has referred Mr*** to our third-party claims administrator, Sedgwick. Samuel *** has been assigned as Mr***’ caseworker and his claim number is ***If Mr*** has any questions regarding his claim, we ask that he contact Mr*** at (847) 645-*** during business hours or via email at Samuel.***@sedgwickcms.com. Per our protocol, once a consumer has been assigned a claim number through Sedgwick, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Mr***’ issue, regardless of the decision made; however, as a courtesy, we sent Sedgwick an email advising that Mr*** has escalated his issue to the Revdex.com Again, if Mr*** has any concerns or questions regarding his claim, we ask that he speak with Mr***With that said, since Sedgwick is the party responsible for addressing Mr***’ damage claim, not Sears, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Tell us why here...January 3,
Revdex.com
Attn: Nita Virghes
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: ***/Doris *** Via: Revdex.com Website
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 affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerWe have reached an amicable agreement with MsKirk
At this time we respectfully request you close your fileOn behalf of SHIP, please know we value Ms*** as a customer and apologize for any inconveniences she may have experiencedIf you have any questions or concerns, please contact me at 800-222-x 5552, or via email at Jeanne.***@searshomepro.com
Sincerely,
Jeanne ***
SHIP/HI Regulatory Complaint Specialist
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Auto Center
First, we would like to apologize to Mr*** for failing his expectations in regard to a recent auto repair. Besides sending Mr*** complaint to the local auto center, we forwarded his concerns to the District Service Manager for further review, as we do not take these matters lightly. On December 10, 2016, Auto Center Manager *** *** responded that Mr*** returned to the auto center on December 9, 2016, to discuss his concerns with the repair. As resolution to Mr*** complaint, a refund in the amount of $was issued. As it is our understanding that this refund meets with Mr*** satisfaction, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed our investigation of We would first like to point out that *** *** *** *** (CCHS) is the
obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr*** contract On receipt of Mr*** complaint and were provided the following information: “The customer called in on 4/3/to cancel the warranty agreement upset about the non-covered charges on the claimThe customer was advised that the non-covered charges would need to be addressed prior to the warranty proceeding with the approved repairHe was advised of the cancellation fee at the time should he have chosen to proceed with the cancellationThe customer then requested that the service company complete the approved repairHe was transferred to Customer Service for further assistance While speaking with the Customer Service Representative, Mr*** requested that the parts be ordered; the customer requested that only the approved repair be performedThe parts were ordered with an ETA of 4/6/ An appointment was scheduled on 4/12/between 3-5pm at the customer’s request On the following day, 4/13/2017, both the service provider and the customer were contacted and both parties confirmed that the repair was successfully completed and the refrigerator was working okay On 4/14/2017, a representative from our Revdex.com team reached out to the customer to follow upThe customer, again, confirmed completion of the repair and accepted a reimbursement of his deductible due to the amount of time it had taken to resolve his concerns The escalation has been closed and Mr*** warranty is still activeThere have been no additional requests to cancel the warranty agreement.” Since Mr*** *ssue has been addressed by CCHS we have closed this caseWe apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: Even though I understand the stated policy, the fact that you have referenced the hassle free return policy in your response makes it clear that you do not actually have oneWhen you place so many restrictions upon a return policy that makes it impossible to resolve an issue with the stated policy with out having to jump thru hoops and avoid the many pitfalls that are thrown into you path to just to wait weeks to get a response form someone that offers no help in the least show just how little your company values their customersI am sure that this is a leading factor to your companies continue decline and many store closingsAdd to that the fact that you do not even have the curtesy of addressing me correctly even though it is clearly stated in multiple places that I am a Mister *** and not a Ms*** just reinforces that fact that you do not care about your customers in the leastWith that being said,no one in my family will any longer be doing business with your companyI am sure that this is no loss to a company that values your customers as much as you appear to but I am sure that it will add to the long term losses and will most certainly contribute, at least in a small way since it was may mother-in-laws favorite store, to your companies final closingJust as an aside, we will be donating the dishes to charity so that at least someone, somewhere will be able to benefit from our misfortune with having to deal with such a customer "friendly" company with such a "great hassle free return policy".
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I was dismayed that the manager who called made it sound as if he alone had been working on my behalf to resolve this issue, and no reference to my complaint with the Revdex.com and Sears in *eneral was made. This manager either has a huge ego, or doesn't want to admit there was an error made. The battery was returned and the refund *iven. This was my only bad experience with this location, but it left a bitter memory if that is the quality of management. The salesperson who originally sold the battery was excellent. The manager wasn't.
Sincerely,
Richard ***
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,
Pamela ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
I was reimbursed through *** in the executive teamHowever, Sears really needs to have their team accessible to their customersIt was nearly impossible to reach someone about my orderWe are good now
Sincerely,
*** ***
December 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms*** We have completed the investigation of Miss *** complaint regarding her recent online order
experience and request to return the items for a refund It is unfortunate that we failed Miss *** expectations as we value her patronageWe can understand Miss *** frustration with the series of events noted in her complaintAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter confirming the charges for this order, we have processed three electronic return labels that were sent to Miss *** via emailFor Miss *** records the tracking number for the Women’s Allexina shoes is *** the tracking for the toddler boots is *** and the tracking for the Girl’s Hillary Black ankle boot is *** Once the items are returned, then Miss *** may follow up with me via email at *** for the refundWe hope that in the future Miss *** 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 Miss *** 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
September 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Danette F
* - # *** Dear *** *** We have completed the investigation of MsF
* rebuttal to our previous response While we empathize with MsF
* we are unable to compensate her for lost time. However, as we explained in our original response as a conciliatory gesture, we provided her with a one-year extension to the MPA she carries on her television. In conclusion, since we have documented MsF
* follconcerns and we have clarified that no further compensation will be provided, we have closed our file Again, we appreciate the opportunity to address this matter. Sincerely, Melissa L*** Regulatory Complaints Specialist
July 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed the investigation of MrV*** complaint regarding his dissatisfaction with our
appointment availability for his lawn tractor repair We apologize that we were unable to arrange a mutually satisfying time frame for MrV*** lawn tractor repair. We would like to clarify that Sears’ protection agreements do not make any promise that service will be provided within a certain time frame or date. Although we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possible. With that having been said, we can definitely understand MrV*** frustration with the delay he experienced. Our records indicate that our technician returned on June 2, 2017, completed a repair and confirmed that MrV*** lawn tractor was operating to the manufacturer’s specifications afterward. We have documented that our process did not meet MrV*** needs, and we do compile this information to determine whether changes are warranted to satisfy our customers’ needs and our own business objectives. Additionally, we have agreed to honor his request for reimbursement of his lawn care expenseMrVasandani is expected to receive his reimbursement check of $within business days, and is welcome to contact Regulatory Complaint Specialist *** *** at *** if he has any further concerns about this issue or his reimbursement checkWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MrV*** expectations, since we have provided the requested resolution we have closed our file regarding this matter 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 *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding a mattress purchased from Sears*** ***, Service Recovery
Specialist from Sears Home Delivery provided the following response: After receiving Mr*** complaint I contacted him to discuss his concernsMr*** requested that his order be cancelled and to receive a refundI was able to confirm that the order was cancelled on January 14th , a refund was processed and the fund should post back to his ***Card ending in *** within to business days of this dateIf I can be of any further assistance to Mr***, he can reach me at *** *** *** Since we have noted the actions taken by Sears to refund Mr***, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
March 27,
*** ***
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 her
purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyConsumers may view the return policy on Sears.com, signs posted at registers, or can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptions.” Since Ms*** was unable to provide a gift receipt or proof of purchase when she attempted to return/exchange the lingerie, her request was denied by the store
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms*** when no one else has received oneMs*** indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange…it must be requested with proof of purchaseAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
Again, 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
*** *** ***
July 29, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction at being denied
a refund since he was outside the parameters for this option per the terms of our return policy As clarification, our return policy changed in June of 2015, to reflect a 30-day time limit for most refunds and exchangesPrior to this, there were several different times that were applicable; anywhere from 30-daysWe felt that the policy was less confusing by making most the same timeFor some time after this, we still granted exceptions to our policy as we knew there would be an adjustment periodHowever, a few months ago we realized that there seemed to be no effort to comply with the posted policyDue to this, and the continuing increase in return fraud and return abuse that is ever more common in the retail industry, we had no other recourse but to take a firmer stance and discontinue the use of exceptions for the time being, unless it was for a valid reason such as the merchandise was purchased more than days ago but not delivered or shipped more than days beforeOtherwise, nationwide our stores and our customer service groups have a mandatory directive of no exceptions While Mr*** situation does seem like his request for an exception would be reasonable, once we open the door to that exception there would be others that also felt their request was reasonable and would feel we were being discriminatory if we honored Mr*** request while not honoring theirsWith that said, we are apologetic that we did not respond to Mr*** complaint earlierAs an apology for the delay we have sent him a $gift card good at any Sears or Kmart store, whether online or in personThis is being sent regular mail and should arrive in the next 2-weeks at the address noted on this complaintIn the interim, since we have explained why we are unable to make an exception to our policy for Mr***, we have closed our file. 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 concernsBe aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***