Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me as I have FINALLY received my refund Sincerely, [redacted] ***
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding his water heater We have spoken with Mr [redacted] and even though an authorized technician was not able to diagnose or verify the failure as a defect, we have sent the part he mentioned free of charge to him as a one-time courtesyIn light of the aforementioned information, we have closed our file We apologize to Mr [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
February 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Barbara LW [redacted] Dear Ms [redacted] We have completed the investigation of MsW [redacted] complaint regarding her water heater MsW [redacted] has provided a copy of her plumber’s invoice as well as pictures of the alleged issue with the installationWhile the terms of MsW [redacted] ’ service contract do not provide for reimbursement for service provided by a third party, the appointment time frame she was given is longer than usual and as such, we would be willing to consider issuing reimbursement for services covered under her contractAs far as the installation is concerned, our installation service is only guaranteed for one year and we have no way of knowing what has been done to the item or setup in the years sinceIt is our policy that the contractors we use for installation follow manufacturer’s guidelines as well as local building/plumbing codesAccording to our recordsA permit was even pulled for this installation on Jun 11, with the [redacted] DepartmentAs such, we will not be offering to reimburse any of the cost associated with anything beyond the labor and parts costs related to the replacement of the defective parts, which is what her service contract would provide forUnfortunately, the invoice MsW [redacted] supplied does not have a detailed breakdown of the labor fees assessed as to what they pertained toThat said, we are willing to apply the approximate labor fee we would charge for the same parts replacementIn total, we are willing to send MsW [redacted] on a check for $All we need to know is the mailing address so we may process We apologize to MsW [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Keyola L [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding an alleged billing discrepancy According to our records, Ms [redacted] was charged $on her card and used $in points for sales check 78406498455000, which was the activity deskOn sales check 78406496885000, which was for the expansion pack, she paid $on her card and used $worth of pointsThis would add up to $total charged on her cardHer order confirmation confirms this as wellWe apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
December 1, [redacted] Our File No: [redacted] Revdex.com File No: [redacted] Via: 1st Class US Postage Via email: [redacted] Dear Ms [redacted] This letter serves as a response to your rebuttal letter dated 11/16/2016, in regards to your concerns with the bathroom job that was completed on 1/2/While I understand that you disagree with the decision that has been made, it is the correct decision based solely upon the facts surrounding your contracts, installations and completionsOn 8/6/2016, we successfully made the warranty repairs as well as removed and reinstalled a different style of toilet, for customer satisfactionThis was done to satisfy your requests as you were not pleased with the toilet that was contracted and installed correctlyYou singed a service work order which states you certified the work listed had been completed to your satisfactoryI have enclosed a copy for your records The leaking pvc pipe was not a result of the original installationIf it had been a workmanship issue it would have leaked from the time of installSHIP was not made aware of any leaks until 11/14/As previously suggested, please contact a local carpenter or plumber of your choices to address any issues as the original workmanship warranty has expiredAdditionally, you may want to contact your homeowners insurance regarding the damages as this may the result of wear and tear At this time, our file remains closed and will not be reopenedThere will be no further offers or actions taken at this time as we have fulfilled our contractual obligationOn behalf of SHIP, please know that we value you as a customer and appreciate your patronageWe regret any and all frustrations that you have experienced and that you are dissatisfied with our decisionPlease feel free to contact the Regulatory Department directly if you have any additional questions Sincerely, [redacted] Enclosed (1) cc: Revdex.com
(The consumer indicated he/she ACCEPTED the response from the business.) I will be happy with this response as long as we receive the reimbursement check this time
October 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the range failed too soon and her request for an exchange We apologize that Ms [redacted] range failed sooner than she expectedThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the item is new As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy [redacted] mentioned that she purchased the range onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the range on August 8, 2016, and then attempted to exchange it on September 17, 2016, she was clearly over the 30-day “hassle-free” return period However, after the Sears hassle-free 30-day return/exchange period has expired, the range is covered by the manufacturer’s one-year warranty for parts and labor to service the rangeAccording to our records, the manufacturer’s warranty will expire on August 9, Since Ms [redacted] mentioned in her complaint that the burners on the range were not working, we offered to schedule a warranty repairMs [redacted] voiced her concern that the range is defective since it did not work on the initial useWe assured Ms [redacted] that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warrantyService is currently scheduled for the range on October 18, With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation Mr [redacted] complaint regarding his [redacted] TV We are in contact with Mr [redacted] and working with him and [redacted] to address this matter and he has been provided my direct contact informationWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted If Mr [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:It speculates about the reason for the employees actions rather than dealing with factsIt does not answer my questionIt is a cookie cutter general responseSorry we did not meet your expectationsNothing concrete has been done other send me a phony baloney email Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Dwight ***
July 29, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] - Andrea [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her dissatisfaction with the multiple repair attempts on the microwave and her request for a replacement or refund Before going further, we would like to note that Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall"We have researched Ms [redacted] 's service history, and under the aforementioned terms, she did not meet the criteria for replacement Our records indicate that the microwave was installed on January 21, and the manufacturer's warranty expired on January 21, Ms [redacted] contacted us on May 20, that the microwave was smoking and service was scheduled for May 27, The technician ordered a new transformer and installed it on June 4, Regrettably, the part received was defective so the tech had to reorder another transformerThe part was installed on June 8, and the service order was completedOn June 11, Ms [redacted] called again that the microwave was turning on by itself and service was scheduled for June 16, The technician found that the secondary switch was out of alignmentHe adjusted the switch and closed the service orderOn June 25, Ms [redacted] reported that the microwave is starting by itself again and service was scheduled for July 1, The technician ordered the main board, and door assembly parts and returned on July 20, to install the partsThe technician tested proper operation of the microwave and closed the service orderWith that being said, since the microwave has been repaired, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda [redacted] @searshc.com
May 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent order As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedIn this case, it seems that the word aluminum was added inadvertently to the descriptionOnce the error was reported, it was removed We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” As illustrated above, we do not guarantee that our site will be free from error [redacted] purchase was made in September, but the first contact we have on file regarding this issue was dated May 3, 2016, which is almost months laterOur return policy is only valid for days from the date of purchase so [redacted] would not be eligible to receive a refundHowever, as a courtesy, we have offered to provide [redacted] with a credit for half the cost of the bike if he will keep it as is and he acceptedAccordingly, a credit for $was processed to [redacted] account and it should reflect within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Reading the response back, I am not pleased at the labeling of my effort as "uncooperative"There is no need for me to speak to the Manager since he had no part in the situationI was contacted by a Sears Case Manager (Nancy [redacted] ) who stated that she will be my point of contactI understand that the store #next step is for the manager to contact me, but I was not forewarned of such contact and received unexpected voicemails while I was at workI already received an oil change from a competitor so I am in no need of further serviceI know now which SEARS store not to do business with in the near futureHopefully operations and customer service will improve for the store #I do not want anyone to feel how I felt with my previous encounters
(The consumer indicated he/she ACCEPTED the response from the business.) I am waiting for the new chairs to come and when they do I will be completely satisfied
February 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’ complaint regarding his dissatisfaction with our customer service and non-receipt of his sears.com order It is unfortunate that we failed Mr [redacted] ’ expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted As clarification, “Bait and Switch” is defined to mean “An illegal tactic in which a seller advertises a product with the intention of persuading customers to purchase a more expensive product.” However, we did not find any indication that our associates and online agents made any suggestions regarding the pricing or selection of a different item Mr [redacted] ’ experience instead seems to be the result of an inventory discrepancy With that having been said, our records indicate that Eichelle [redacted] Assistant Manager for Sears Store number [redacted] assisted Mr [redacted] by offering to cancel his online order and place a new order for store pick up on January 31, Ms [redacted] also made an offer to compensate Mr [redacted] for his truck rental and overall customer service experience He accepted her offer and indicated that it met with her approval At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] ’ comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Ronelio [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] ’s expectations as we value his patronageWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order we found that Sears Online sent an email to the local store to issue the refund however, the store had not processed the requestTherefore, Sears Online processed the refund on August 12, For Mr [redacted] ’s records the return receipt number is [redacted] and he can expect the credit of $to post to his PayPal account within to business daysAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] ’s concerns and respectfully ask to have this matter closed, pending the receipt of his credit We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I still have the washer! They replaced it but I was never helped with damages etcthey put marks all over the wall as well as the washer the replacement was due to Sears spending over in repairsThat didn't fix the washer I want something done for the damages and a extended warranty as this is a new washer I should NoT be experiencing this Sincerely, [redacted]
August 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the charge for a recent service call on his treadmill and his request for a refund At the time Mr [redacted] called to schedule service through Sears Home Services, he was apprised that since his treadmill was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair is completed, a fee is dueAlthough we are within our rights to decline Mr [redacted] request for a refund, we have processed a credit request in the amount of $99.00, as a one-time customer courtesy The credit was requested on August 2, 2016, so Mr [redacted] can expect to see it post to his *** account ending in [redacted] in approximately five to seven business days from this date With that said, since we are providing Mr [redacted] with his requested resolution, we ask to have this matter closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response / [redacted] (1000, 10, 2015/08/21) */ August 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the performance of her refrigerator and the multiple repair attempts to repair the leak problem Before going further, we would like to note that Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall"We have researched Ms***'s service history, and under the aforementioned terms, she did not meet the criteria for replacement We can also understand how frustrating Ms [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and she was offered a replacement for the refrigeratorOn August 21, we provided Ms [redacted] the authorization information and instructions for the replacement for a comparable modelIn the interim, we have addressed the issue brought forth in Ms***'s complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much for your assistance
Complaint: [redacted] I am rejecting this response because: the issue has not yet been resolved! It's unbelievable how long this process has dragged out Yes, the original part arrived damaged and a new one was ordered However, they still sent a technician to my home before the replacement part arrived even though I had informed them numerous times (over the phone when trying to reschedule the appointment) that the part had not yet arrived When the technician arrived at my home February 10, 2017, I was home, but I had to ask him to leave and come back after all the parts were received Currently I have an appointment for Friday, February 17, 2017, not February 20, The contradiction of this response in and of itself is the exact reason for my refusing to accept I will not accept a response until the work is complete and satisfactory To this point, no repair work has been completed, only parts ordered Sincerely, William ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me as I have FINALLY received my refund Sincerely, [redacted] ***
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Mr [redacted] complaint regarding his water heater We have spoken with Mr [redacted] and even though an authorized technician was not able to diagnose or verify the failure as a defect, we have sent the part he mentioned free of charge to him as a one-time courtesyIn light of the aforementioned information, we have closed our file We apologize to Mr [redacted] and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
February 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Barbara LW [redacted] Dear Ms [redacted] We have completed the investigation of MsW [redacted] complaint regarding her water heater MsW [redacted] has provided a copy of her plumber’s invoice as well as pictures of the alleged issue with the installationWhile the terms of MsW [redacted] ’ service contract do not provide for reimbursement for service provided by a third party, the appointment time frame she was given is longer than usual and as such, we would be willing to consider issuing reimbursement for services covered under her contractAs far as the installation is concerned, our installation service is only guaranteed for one year and we have no way of knowing what has been done to the item or setup in the years sinceIt is our policy that the contractors we use for installation follow manufacturer’s guidelines as well as local building/plumbing codesAccording to our recordsA permit was even pulled for this installation on Jun 11, with the [redacted] DepartmentAs such, we will not be offering to reimburse any of the cost associated with anything beyond the labor and parts costs related to the replacement of the defective parts, which is what her service contract would provide forUnfortunately, the invoice MsW [redacted] supplied does not have a detailed breakdown of the labor fees assessed as to what they pertained toThat said, we are willing to apply the approximate labor fee we would charge for the same parts replacementIn total, we are willing to send MsW [redacted] on a check for $All we need to know is the mailing address so we may process We apologize to MsW [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Keyola L [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding an alleged billing discrepancy According to our records, Ms [redacted] was charged $on her card and used $in points for sales check 78406498455000, which was the activity deskOn sales check 78406496885000, which was for the expansion pack, she paid $on her card and used $worth of pointsThis would add up to $total charged on her cardHer order confirmation confirms this as wellWe apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[redacted] @searshc.com
December 1, [redacted] Our File No: [redacted] Revdex.com File No: [redacted] Via: 1st Class US Postage Via email: [redacted] Dear Ms [redacted] This letter serves as a response to your rebuttal letter dated 11/16/2016, in regards to your concerns with the bathroom job that was completed on 1/2/While I understand that you disagree with the decision that has been made, it is the correct decision based solely upon the facts surrounding your contracts, installations and completionsOn 8/6/2016, we successfully made the warranty repairs as well as removed and reinstalled a different style of toilet, for customer satisfactionThis was done to satisfy your requests as you were not pleased with the toilet that was contracted and installed correctlyYou singed a service work order which states you certified the work listed had been completed to your satisfactoryI have enclosed a copy for your records The leaking pvc pipe was not a result of the original installationIf it had been a workmanship issue it would have leaked from the time of installSHIP was not made aware of any leaks until 11/14/As previously suggested, please contact a local carpenter or plumber of your choices to address any issues as the original workmanship warranty has expiredAdditionally, you may want to contact your homeowners insurance regarding the damages as this may the result of wear and tear At this time, our file remains closed and will not be reopenedThere will be no further offers or actions taken at this time as we have fulfilled our contractual obligationOn behalf of SHIP, please know that we value you as a customer and appreciate your patronageWe regret any and all frustrations that you have experienced and that you are dissatisfied with our decisionPlease feel free to contact the Regulatory Department directly if you have any additional questions Sincerely, [redacted] Enclosed (1) cc: Revdex.com
(The consumer indicated he/she ACCEPTED the response from the business.) I will be happy with this response as long as we receive the reimbursement check this time
October 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the range failed too soon and her request for an exchange We apologize that Ms [redacted] range failed sooner than she expectedThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the item is new As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy [redacted] mentioned that she purchased the range onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms [redacted] purchased the range on August 8, 2016, and then attempted to exchange it on September 17, 2016, she was clearly over the 30-day “hassle-free” return period However, after the Sears hassle-free 30-day return/exchange period has expired, the range is covered by the manufacturer’s one-year warranty for parts and labor to service the rangeAccording to our records, the manufacturer’s warranty will expire on August 9, Since Ms [redacted] mentioned in her complaint that the burners on the range were not working, we offered to schedule a warranty repairMs [redacted] voiced her concern that the range is defective since it did not work on the initial useWe assured Ms [redacted] that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warrantyService is currently scheduled for the range on October 18, With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation Mr [redacted] complaint regarding his [redacted] TV We are in contact with Mr [redacted] and working with him and [redacted] to address this matter and he has been provided my direct contact informationWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted If Mr [redacted] issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolved We respectfully ask that this matter remain closed at this time We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:It speculates about the reason for the employees actions rather than dealing with factsIt does not answer my questionIt is a cookie cutter general responseSorry we did not meet your expectationsNothing concrete has been done other send me a phony baloney email Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Dwight ***
July 29, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: # [redacted] - Andrea [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her dissatisfaction with the multiple repair attempts on the microwave and her request for a replacement or refund Before going further, we would like to note that Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall"We have researched Ms [redacted] 's service history, and under the aforementioned terms, she did not meet the criteria for replacement Our records indicate that the microwave was installed on January 21, and the manufacturer's warranty expired on January 21, Ms [redacted] contacted us on May 20, that the microwave was smoking and service was scheduled for May 27, The technician ordered a new transformer and installed it on June 4, Regrettably, the part received was defective so the tech had to reorder another transformerThe part was installed on June 8, and the service order was completedOn June 11, Ms [redacted] called again that the microwave was turning on by itself and service was scheduled for June 16, The technician found that the secondary switch was out of alignmentHe adjusted the switch and closed the service orderOn June 25, Ms [redacted] reported that the microwave is starting by itself again and service was scheduled for July 1, The technician ordered the main board, and door assembly parts and returned on July 20, to install the partsThe technician tested proper operation of the microwave and closed the service orderWith that being said, since the microwave has been repaired, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda [redacted] @searshc.com
May 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent order As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedIn this case, it seems that the word aluminum was added inadvertently to the descriptionOnce the error was reported, it was removed We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” As illustrated above, we do not guarantee that our site will be free from error [redacted] purchase was made in September, but the first contact we have on file regarding this issue was dated May 3, 2016, which is almost months laterOur return policy is only valid for days from the date of purchase so [redacted] would not be eligible to receive a refundHowever, as a courtesy, we have offered to provide [redacted] with a credit for half the cost of the bike if he will keep it as is and he acceptedAccordingly, a credit for $was processed to [redacted] account and it should reflect within 3-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Reading the response back, I am not pleased at the labeling of my effort as "uncooperative"There is no need for me to speak to the Manager since he had no part in the situationI was contacted by a Sears Case Manager (Nancy [redacted] ) who stated that she will be my point of contactI understand that the store #next step is for the manager to contact me, but I was not forewarned of such contact and received unexpected voicemails while I was at workI already received an oil change from a competitor so I am in no need of further serviceI know now which SEARS store not to do business with in the near futureHopefully operations and customer service will improve for the store #I do not want anyone to feel how I felt with my previous encounters
(The consumer indicated he/she ACCEPTED the response from the business.) I am waiting for the new chairs to come and when they do I will be completely satisfied
February 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’ complaint regarding his dissatisfaction with our customer service and non-receipt of his sears.com order It is unfortunate that we failed Mr [redacted] ’ expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted As clarification, “Bait and Switch” is defined to mean “An illegal tactic in which a seller advertises a product with the intention of persuading customers to purchase a more expensive product.” However, we did not find any indication that our associates and online agents made any suggestions regarding the pricing or selection of a different item Mr [redacted] ’ experience instead seems to be the result of an inventory discrepancy With that having been said, our records indicate that Eichelle [redacted] Assistant Manager for Sears Store number [redacted] assisted Mr [redacted] by offering to cancel his online order and place a new order for store pick up on January 31, Ms [redacted] also made an offer to compensate Mr [redacted] for his truck rental and overall customer service experience He accepted her offer and indicated that it met with her approval At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] ’ comments and an equitable resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Ronelio [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] ’s expectations as we value his patronageWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in the order we found that Sears Online sent an email to the local store to issue the refund however, the store had not processed the requestTherefore, Sears Online processed the refund on August 12, For Mr [redacted] ’s records the return receipt number is [redacted] and he can expect the credit of $to post to his PayPal account within to business daysAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] ’s concerns and respectfully ask to have this matter closed, pending the receipt of his credit We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: I still have the washer! They replaced it but I was never helped with damages etcthey put marks all over the wall as well as the washer the replacement was due to Sears spending over in repairsThat didn't fix the washer I want something done for the damages and a extended warranty as this is a new washer I should NoT be experiencing this Sincerely, [redacted]
August 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding the charge for a recent service call on his treadmill and his request for a refund At the time Mr [redacted] called to schedule service through Sears Home Services, he was apprised that since his treadmill was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair is completed, a fee is dueAlthough we are within our rights to decline Mr [redacted] request for a refund, we have processed a credit request in the amount of $99.00, as a one-time customer courtesy The credit was requested on August 2, 2016, so Mr [redacted] can expect to see it post to his *** account ending in [redacted] in approximately five to seven business days from this date With that said, since we are providing Mr [redacted] with his requested resolution, we ask to have this matter closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response / [redacted] (1000, 10, 2015/08/21) */ August 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the performance of her refrigerator and the multiple repair attempts to repair the leak problem Before going further, we would like to note that Ms [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain termsIt specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period"It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall"We have researched Ms***'s service history, and under the aforementioned terms, she did not meet the criteria for replacement We can also understand how frustrating Ms [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and she was offered a replacement for the refrigeratorOn August 21, we provided Ms [redacted] the authorization information and instructions for the replacement for a comparable modelIn the interim, we have addressed the issue brought forth in Ms***'s complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much for your assistance
Complaint: [redacted] I am rejecting this response because: the issue has not yet been resolved! It's unbelievable how long this process has dragged out Yes, the original part arrived damaged and a new one was ordered However, they still sent a technician to my home before the replacement part arrived even though I had informed them numerous times (over the phone when trying to reschedule the appointment) that the part had not yet arrived When the technician arrived at my home February 10, 2017, I was home, but I had to ask him to leave and come back after all the parts were received Currently I have an appointment for Friday, February 17, 2017, not February 20, The contradiction of this response in and of itself is the exact reason for my refusing to accept I will not accept a response until the work is complete and satisfactory To this point, no repair work has been completed, only parts ordered Sincerely, William ***