February 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order experience
and request for a refund Upon receipt of this complaint, we researched the order and contact the seller, *** to address this matterThe seller replied advising that this matter had been resolved according to an email they received from Mr*** on February 11, Mr*** stated that the representatives from *** Support had told him the computer was too outdated and could not be updated any furtherHowever, Mr*** friend who owns a security company and sets up computers confirmed that that the computer could in fact be updatedMr*** friend was able to update the computer and it now works fineMr*** stated that he was misinformed by *** and that he is satisfied with the computer and wishes to dismiss the complaint filedTherefore, we respectfully ask to have this matter closed, since the computer has been updated and is in good working order 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: The model listed is not the comparable replacement according to every sales representative we have spoken toWhen giving SEARS sales representatives the information for our current refrigerator they all pinpoint the model we are asking forThe model the claims department has stated as the replacement model is a dual freezer and we have a dual refrigeratorOur ice maker is also a slim ice maker and in the door, not in the main section of the fridgeSeveral Sears employees have called to explain thisWhile you show that SEARS determines.the price allotted, it also states that a replacement will be given with COMPARABLE FEATURESA dual freezer is not comparable to a dual refrigerator, and a bulky ice maker is not comparable to a slim one in the doorI do not understand why every other sears employee finds the model requested as the comparable model yet the claims department does notI would be happy to provide information for the employees that have reached out to your department regarding this issue.
Sincerely,
David ***
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,
Augusto M***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10886597, and find that this resolution is satisfactory to me
Sincerely,
Jene ***
July 7, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** Margaret *** Dear Ms***: We have completed the investigation of Ms*** rebuttal We have reviewed both our response and the new information supplied by Ms***, but we do not find that she has brought anything forward that would change our positionAs we noted previously, MsG*** not met the necessary terms as stipulated in her contract (MPA) in order to receive a replacement creditIt appears that Ms*** canceled the repair appointment that was scheduledAs such, she is not allowing us to fulfill the terms of her MPA by providing service and there is nothing further we can doAgain, Ms*** may cancel her MPA if she wishes and she would receive a pro-rated refund, but she would no longer have any coverage for her refrigeratorShould Ms*** reconsider, she may schedule a service call at her convenienceMrG*** agreed to pay the purchase price when he bought the washerWe want to caution him that hisUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms*** case, we do apologize that we failed her expectations, but we cannot assist further if she will not allow us to. 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 ***
Initial Business Response /* (1000, 6, 2015/09/24) */
Contact Name and Title: ***
Contact Phone: XXX XXX XXXX XXXXX
September 24,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re:***
Dear
Ms.***
We have completed the investigation of Ms***'s complaint regarding her recent online order
We would first like to apologize for any inconvenience Ms*** may have experienced with her recent online store pickup orderAfter reviewing the complaint filed and the online order notes, we reached out to the local Sears store for assistanceStore General Manager *** advised that he had the mail bank check voided and contacted Ms*** to advise her of thisAdditionally, Mr.*** left a message asking that Ms*** return to the store for a cash refundShould Ms*** have any further questions or concerns, she may contact the store directly at (XXX) XXX-XXXXWith that said, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 8, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This complaint was initiated on 9/Finally on 9/17, after speaking to additional people, I had someone agree to send me a checkI tried to cash that check, and was told it was an invalid checkOn 9/18, someone called and said I can come into store and get a refund on my cardFinally, today 9/24, the refund was applied to my card only due to my consistent contacting of this company every single day via chat & customer service numberThe matter is resolved as I have received my money back, but your store is incredibly flawed if it takes days and nearly representatives for a refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and would like to note for the record, that Sears was not contacted for service to my washer. They were specifically contacted to clean my air ducts and dryer vent. There are still screws missing from my HVAC and there is no sticker/label to note their attempt at service to the HVAC. Although it is noted that I am to receive a refund, I have not received it yet. I assume it will be noted on my next credit card statement. I did complete the requested form and returned it to Sears.I am dissatisfied with their attempt and understand that a refund of the actual costs incurred is the quickest way to be "made whole."Upon receiving the actual refund, I will find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Return policy is not clearly posted as Sears statesTheir return policy was listed on receipts and that is no longer true eitherI don't need them to make an exception but I do want other customers to beware before considering purchasing from themAdditionally, Sears has refused items that were purchased online and returned within weeks to a storeThis business is ripping customers off and I will never purchase any item from them in the future. Consumers should be aware!
Sincerely,
*** ***
May 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding his recent online order and her
non-receipt of the order As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** located at *** *** *** *** *** ** *** *** *** and telephone number *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in her order we found that the seller, *** *** had been in direct contact with Ms*** and resolved issue on May 25, In closure, since it is our understanding that this matter has been resolved with Ms*** and the Third Party Marketplace Vendor, 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
February 21, *** *** 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 receive a replacement nook It is unfortunate that we failed Ms*** expectations when she recently placed an online order for store pickupWe value Ms*** patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued a full refund of $back to Ms*** *** account ending in *** on February 20, For Ms*** records the return receipt number is ***Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Debra B***
May 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We have reviewed both our response and Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she is dissatisfied with our offer, it is in accordance with the terms of her contractSince we do not offer a replacement item that is comparable, our obligation would be to provide her with enough money to buy the comparable item and to purchase basic installation serviceAs we noted, we even called a local supplier and verified the costs for a local replacement and this was factored inThe only other option would be to provide her with a refund for her most recent renewal fee, which was her $and this would be final fulfillment of the contractThe contract notes that we are not liable for any consequential or incidental damages except for reimbursement for loss off food if a refrigerator is covered any compensation for damages resulting from the loss of use of the product are excluded as wellWe will have a buyout agreement sent to Ms*** via email so that the proceedings can be started to send her a check for the $we mentioned previouslyAgain, this would fulfill any obligation we would have under the terms of her contract for the pool pumpUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms*** case we do apologize that we failed her expectations, but as our offer is in agreement with the terms of her MPA, 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 ***
February 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding her dissatisfaction with our response ot her complaint and her request for further discounts on her sears.com order. As clarification, Ms* *** placed her order for the Hardside 3PC Luggage Set on November 25, 2016, while the item was priced $and advertised as a limited quantity, which is typical for Black Friday sales itemsOur agent replaced her order on January 26, 2017, honored the Black Friday sales price of $99.99, and gave her discounts greater than 15%, which further reduced the luggage set to $before tax. It is also important to mention that during the period our agents attempted to assist Ms* *** with this issue, she received several separate Shop Your Way Rewards (SYWR) points concessions totaling approximately $75.00. Ms* *** used these points to cover the cost of the Blomgerg/Kodiak Hardside 28" Spinner she ordered on January 25, 2017, for a total of $71.99. This means that Sears provided Ms* *** with discounts and points equivalent to over $100.00, or rather, an amount greater than the 15% discount she stated she was offered. Therefore, it could be considered that Sears has provided Ms* *** with either the Hardside 3PC Luggage Set or the Blomgerg/Kodiak Hardside 28" Spinner at no cost, since both order totals were less than the amount of points she received in apology for the failed shipment of her original order. For this reason, we are unable to honor her request for an additional discount, and this decision is final. We have documented Ms*** concerns and 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 *** *** *** ***
December 9, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Janelle *** - # *** Dear MsVirghes: We have completed our investigation of Ms*** complaint regarding her refrigerator First, we
would like to apologize to Ms*** for failing her expectations in regard to her refrigerator Upon researching Ms*** complaint, we found that she was previously assisted by our escalated customer service group, Executive Member Services (EMS Our records that EMS authorized Ms*** an in-warranty exchange and that she received a new refrigerator on November 3, 2017. With that said, since we have documented Ms*** concerns and we have confirmed that she received a new refrigerator that meets with her approval, we have closed our file Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Ann M***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** message regarding the authorization to replace his dishwasherMr*** notes in his rebuttal that the $provided to replace his dishwasher falls short on what it cost himWe disagree, in reviewing the initial salescheck; the dishwasher cost was $after credits and discountsSears is covering the cost of haul away of the old unit and installation of the replacement dishwasherThat said, we are not providing any additional funds as we have provided enough to replace the unitThat said our file remains 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 ***
December 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: James HM*** - # *** Dear MsV*** We have completed our investigation of MrM*** complaint regarding the charge for a recent service
call It is regrettable that we failed MrM*** expectations when he recently contacted scheduled service through Sears Home ServicesWe value MrM*** patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to M*** for any inconvenience we may have caused Upon researching MrM*** complaint, we located the documentation that he provided to Customer Solutions to prove that he had been charged twice. As it is clear that a billing error has occurred, we have processed a refund for $to MrM*** *** account ending in *** MrM*** should see a credit post to his account in the next seven to ten business daysWith that said, since we have documented MrM*** concerns with the repair process and we have processed the aforementioned refund, we ask that this matter be closed Again, we apologize to MrM*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
March 25,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his recent visit to one of our auto
centers
Upon receiving *** *** complaint, we escalated his concerns to *** *** Auto Center Manager of store* *** Ms*** contacted Mr*** and agreed to refund him the cost of the rotors in the amount of $40.36. That being said, because we are in the process of refunding Mr*** for an agreed upon resolution, we respectfully request this complaint be closed
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 Complaints Specialist
***
***
Initial Business Response /* (1000, 7, 2015/07/01) */
Contact Name and Title:***
Contact Phone: XXX XXX XXXX XXXXX
July 1,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms
***
We have completed the investigation of Ms***'s complaint regarding her recent online order
It is unfortunate that we failed Ms***'s expectations and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, our records show that Ms*** had been in contact with (ECR) Executive Customer Relations, Sears escalated complaint departmentECR initially processed a refund back in the form of a check since the last form of payment was a debit cardMs*** preferred to be refunded back to the debit card and had the store process the refund insteadTherefore, the ECR department cancelled the refund check and a Team Manager offered a $gift card for any misinformation Ms*** may have received, which she acceptedAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example 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 matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 9, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very happy that my complaint was handled and my concerns were thoroughly addressedI had been a long time customer prior to this and I will remain a customer going forwardHopefully my experience will help Kmart to pin point what went wrong and it won't happen in the futureThe manager offered a gift card to me as a courtesy and I am very appreciative
April 28,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No* ***
Revdex.com Case #: *** ***
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 manner
An appointment was scheduled and completed on 4/23/The service technician did not find anything wrong with the unit and reported that everything was workingMr*** confirmed with me that everything is ok and if he has any future concerns he will let us know
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at *** * *** ** *** *** ** ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc* *** ***
February 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order experience
and request for a refund Upon receipt of this complaint, we researched the order and contact the seller, *** to address this matterThe seller replied advising that this matter had been resolved according to an email they received from Mr*** on February 11, Mr*** stated that the representatives from *** Support had told him the computer was too outdated and could not be updated any furtherHowever, Mr*** friend who owns a security company and sets up computers confirmed that that the computer could in fact be updatedMr*** friend was able to update the computer and it now works fineMr*** stated that he was misinformed by *** and that he is satisfied with the computer and wishes to dismiss the complaint filedTherefore, we respectfully ask to have this matter closed, since the computer has been updated and is in good working order 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: The model listed is not the comparable replacement according to every sales representative we have spoken toWhen giving SEARS sales representatives the information for our current refrigerator they all pinpoint the model we are asking forThe model the claims department has stated as the replacement model is a dual freezer and we have a dual refrigeratorOur ice maker is also a slim ice maker and in the door, not in the main section of the fridgeSeveral Sears employees have called to explain thisWhile you show that SEARS determines.the price allotted, it also states that a replacement will be given with COMPARABLE FEATURESA dual freezer is not comparable to a dual refrigerator, and a bulky ice maker is not comparable to a slim one in the doorI do not understand why every other sears employee finds the model requested as the comparable model yet the claims department does notI would be happy to provide information for the employees that have reached out to your department regarding this issue.
Sincerely,
David ***
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,
Augusto M***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10886597, and find that this resolution is satisfactory to me
Sincerely,
Jene ***
July 7, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** Margaret *** Dear Ms***: We have completed the investigation of Ms*** rebuttal We have reviewed both our response and the new information supplied by Ms***, but we do not find that she has brought anything forward that would change our positionAs we noted previously, MsG*** not met the necessary terms as stipulated in her contract (MPA) in order to receive a replacement creditIt appears that Ms*** canceled the repair appointment that was scheduledAs such, she is not allowing us to fulfill the terms of her MPA by providing service and there is nothing further we can doAgain, Ms*** may cancel her MPA if she wishes and she would receive a pro-rated refund, but she would no longer have any coverage for her refrigeratorShould Ms*** reconsider, she may schedule a service call at her convenienceMrG*** agreed to pay the purchase price when he bought the washerWe want to caution him that hisUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms*** case, we do apologize that we failed her expectations, but we cannot assist further if she will not allow us to. 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 ***
Initial Business Response /* (1000, 6, 2015/09/24) */
Contact Name and Title: ***
Contact Phone: XXX XXX XXXX XXXXX
September 24,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re:***
Dear
Ms.***
We have completed the investigation of Ms***'s complaint regarding her recent online order
We would first like to apologize for any inconvenience Ms*** may have experienced with her recent online store pickup orderAfter reviewing the complaint filed and the online order notes, we reached out to the local Sears store for assistanceStore General Manager *** advised that he had the mail bank check voided and contacted Ms*** to advise her of thisAdditionally, Mr.*** left a message asking that Ms*** return to the store for a cash refundShould Ms*** have any further questions or concerns, she may contact the store directly at (XXX) XXX-XXXXWith that said, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 8, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This complaint was initiated on 9/Finally on 9/17, after speaking to additional people, I had someone agree to send me a checkI tried to cash that check, and was told it was an invalid checkOn 9/18, someone called and said I can come into store and get a refund on my cardFinally, today 9/24, the refund was applied to my card only due to my consistent contacting of this company every single day via chat & customer service numberThe matter is resolved as I have received my money back, but your store is incredibly flawed if it takes days and nearly representatives for a refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and would like to note for the record, that Sears was not contacted for service to my washer. They were specifically contacted to clean my air ducts and dryer vent. There are still screws missing from my HVAC and there is no sticker/label to note their attempt at service to the HVAC. Although it is noted that I am to receive a refund, I have not received it yet. I assume it will be noted on my next credit card statement. I did complete the requested form and returned it to Sears.I am dissatisfied with their attempt and understand that a refund of the actual costs incurred is the quickest way to be "made whole."Upon receiving the actual refund, I will find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Return policy is not clearly posted as Sears statesTheir return policy was listed on receipts and that is no longer true eitherI don't need them to make an exception but I do want other customers to beware before considering purchasing from themAdditionally, Sears has refused items that were purchased online and returned within weeks to a storeThis business is ripping customers off and I will never purchase any item from them in the future. Consumers should be aware!
Sincerely,
*** ***
May 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding his recent online order and her
non-receipt of the order As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** located at *** *** *** *** *** ** *** *** *** and telephone number *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in her order we found that the seller, *** *** had been in direct contact with Ms*** and resolved issue on May 25, In closure, since it is our understanding that this matter has been resolved with Ms*** and the Third Party Marketplace Vendor, 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
February 21, *** *** 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 receive a replacement nook It is unfortunate that we failed Ms*** expectations when she recently placed an online order for store pickupWe value Ms*** patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued a full refund of $back to Ms*** *** account ending in *** on February 20, For Ms*** records the return receipt number is ***Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Debra B***
May 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We have reviewed both our response and Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she is dissatisfied with our offer, it is in accordance with the terms of her contractSince we do not offer a replacement item that is comparable, our obligation would be to provide her with enough money to buy the comparable item and to purchase basic installation serviceAs we noted, we even called a local supplier and verified the costs for a local replacement and this was factored inThe only other option would be to provide her with a refund for her most recent renewal fee, which was her $and this would be final fulfillment of the contractThe contract notes that we are not liable for any consequential or incidental damages except for reimbursement for loss off food if a refrigerator is covered any compensation for damages resulting from the loss of use of the product are excluded as wellWe will have a buyout agreement sent to Ms*** via email so that the proceedings can be started to send her a check for the $we mentioned previouslyAgain, this would fulfill any obligation we would have under the terms of her contract for the pool pumpUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms*** case we do apologize that we failed her expectations, but as our offer is in agreement with the terms of her MPA, 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 ***
February 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding her dissatisfaction with our response ot her complaint and her request for further discounts on her sears.com order. As clarification, Ms* *** placed her order for the Hardside 3PC Luggage Set on November 25, 2016, while the item was priced $and advertised as a limited quantity, which is typical for Black Friday sales itemsOur agent replaced her order on January 26, 2017, honored the Black Friday sales price of $99.99, and gave her discounts greater than 15%, which further reduced the luggage set to $before tax. It is also important to mention that during the period our agents attempted to assist Ms* *** with this issue, she received several separate Shop Your Way Rewards (SYWR) points concessions totaling approximately $75.00. Ms* *** used these points to cover the cost of the Blomgerg/Kodiak Hardside 28" Spinner she ordered on January 25, 2017, for a total of $71.99. This means that Sears provided Ms* *** with discounts and points equivalent to over $100.00, or rather, an amount greater than the 15% discount she stated she was offered. Therefore, it could be considered that Sears has provided Ms* *** with either the Hardside 3PC Luggage Set or the Blomgerg/Kodiak Hardside 28" Spinner at no cost, since both order totals were less than the amount of points she received in apology for the failed shipment of her original order. For this reason, we are unable to honor her request for an additional discount, and this decision is final. We have documented Ms*** concerns and 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 *** *** *** ***
December 9, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Janelle *** - # *** Dear MsVirghes: We have completed our investigation of Ms*** complaint regarding her refrigerator First, we
would like to apologize to Ms*** for failing her expectations in regard to her refrigerator Upon researching Ms*** complaint, we found that she was previously assisted by our escalated customer service group, Executive Member Services (EMS Our records that EMS authorized Ms*** an in-warranty exchange and that she received a new refrigerator on November 3, 2017. With that said, since we have documented Ms*** concerns and we have confirmed that she received a new refrigerator that meets with her approval, we have closed our file Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Ann M***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** message regarding the authorization to replace his dishwasherMr*** notes in his rebuttal that the $provided to replace his dishwasher falls short on what it cost himWe disagree, in reviewing the initial salescheck; the dishwasher cost was $after credits and discountsSears is covering the cost of haul away of the old unit and installation of the replacement dishwasherThat said, we are not providing any additional funds as we have provided enough to replace the unitThat said our file remains 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 ***
December 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: James HM*** - # *** Dear MsV*** We have completed our investigation of MrM*** complaint regarding the charge for a recent service
call It is regrettable that we failed MrM*** expectations when he recently contacted scheduled service through Sears Home ServicesWe value MrM*** patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to M*** for any inconvenience we may have caused Upon researching MrM*** complaint, we located the documentation that he provided to Customer Solutions to prove that he had been charged twice. As it is clear that a billing error has occurred, we have processed a refund for $to MrM*** *** account ending in *** MrM*** should see a credit post to his account in the next seven to ten business daysWith that said, since we have documented MrM*** concerns with the repair process and we have processed the aforementioned refund, we ask that this matter be closed Again, we apologize to MrM*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
March 25,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding his recent visit to one of our auto
centers
Upon receiving *** *** complaint, we escalated his concerns to *** *** Auto Center Manager of store* *** Ms*** contacted Mr*** and agreed to refund him the cost of the rotors in the amount of $40.36. That being said, because we are in the process of refunding Mr*** for an agreed upon resolution, we respectfully request this complaint be closed
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 Complaints Specialist
***
***
Initial Business Response /* (1000, 7, 2015/07/01) */
Contact Name and Title:***
Contact Phone: XXX XXX XXXX XXXXX
July 1,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms
***
We have completed the investigation of Ms***'s complaint regarding her recent online order
It is unfortunate that we failed Ms***'s expectations and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, our records show that Ms*** had been in contact with (ECR) Executive Customer Relations, Sears escalated complaint departmentECR initially processed a refund back in the form of a check since the last form of payment was a debit cardMs*** preferred to be refunded back to the debit card and had the store process the refund insteadTherefore, the ECR department cancelled the refund check and a Team Manager offered a $gift card for any misinformation Ms*** may have received, which she acceptedAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example 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 matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 9, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very happy that my complaint was handled and my concerns were thoroughly addressedI had been a long time customer prior to this and I will remain a customer going forwardHopefully my experience will help Kmart to pin point what went wrong and it won't happen in the futureThe manager offered a gift card to me as a courtesy and I am very appreciative
April 28,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No* ***
Revdex.com Case #: *** ***
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 manner
An appointment was scheduled and completed on 4/23/The service technician did not find anything wrong with the unit and reported that everything was workingMr*** confirmed with me that everything is ok and if he has any future concerns he will let us know
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at *** * *** ** *** *** ** ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc* *** ***