Complaint: [redacted]
I am rejecting this response because: I am thoroughly confused by **. [redacted] It see** as though she has been all over the map with her positions. For example, she initially stated I did not qualify for a replacement machine because I did not have 4 service calls in 12 months. Despite this she now says I qualify for a replacement machine. Also she asserted that I could get a refund of the MPA (extended warranty) price but did not talk about extending the extended warranty even though another Sears representative had made that offer to me and **. [redacted] apparently had access to that information. Now she says she is willing to extend the extended warranty for 1 year but says nothing about refunding the extended warranty price. So is the offer extending the service warranty (all parts and all labor including the parts recently installed) for 1 additional year plus reimbursement of the price I paid for the extended warranty or is the offer extend the extended warranty for 1 year to April 2018 and no refund of the price paid for the extended warranty despite the poor product and service. It is also unclear as to whether any extension of the extended warranty would apply to a replacement machine or if the current extended warranty transfers over to a replacement machine and ends in April 2017 as opposed to April 2018. An unresolved issue with respect to the replacement machine option is what happens if a replacement machine does not fit in the space and/or cannot be matched to the dryer? I have mentioned this issue before to Sears representatives and have not received a response. We purchased the washing machine and dryer together as a matching set. Obviously I would not have purchased the dryer if it did not match the washer. So if we choose a replacement and cannot get a replacement to fit and/or match the dryer then what? Full refund for the washer and dryer and free removal of both?Either way, the message from Sears see** to be that they will not stand by their products, parts and service for a reasonable amount of time given the facts and circu**tances of this claim which is very disheartening since we tried to support Sears. For example the front panel was totally replaced in less than 12 months after the purchase and the main board and wiring was totally replaced in about 2 years and 2 months. Is that reasonable for an "elite" (model Kenmore Elite) branded washing machine? Is it reasonable to believe that the parts installed in the machine or the parts in a replacement machine will last more than 2 years based on the comments by Sears service techs that the "main boards get corrupted in these machines?" The last service which included the replacement of the main board cost $700+ and the machine itself cost about $1,100. How long should an "elite" labeled machine last before major components malfunction? 12 months? 2 years? 2 years and 2 months? Obviously the logical answer is well past 2 years and 2 months and **. [redacted] knows that but is not willing to warranty the new main board and wiring for more than another 1 year and 10 months. At that point, the machine will be 4 years out from the purchase date and obviously not close to what should be is true lifetime of quality, as opposed to substandard, service. It see** logical that if the company does care about it products, parts and most of all customers than it would extend the extended warranty to April 2020 to provide some piece of mind for the consumer. Even then the machine would be only 6 years out from the date of purchase and again below the expected lifetime service range so there should be no issues unless Sears knows or has reason reason to know that the machine is defective, the parts installed are defective, the service is substandard, etc. and so they would rather push the economic burden onto the consumer or their customer which is a sad commentary for an American company trying to compete in a customer service oriented world if they want to remain viable. **. [redacted] claimed that Kenmore was not part of a current class action lawsuit settlement. Now she says that the machine (Kenmore) I have now is not part of the lawsuit, because it was purchased in 2014, apparently backing off from her position that Kenmore was not included in the current class action lawsuit at all even though the class action attorneys have advised customers and the court that Kenmore is included in the class action lawsuit settlement. The real point was that Kenmore machines have had issues in the past with performance to the extent that several class actions were filed on behalf of consumers who had purchased Kenmore's front load washing machines as late as 2010.So I do not have enough information to make an educated decision. I am confused with regard to Sears position based on the different positions taken by Sears via the emails. I cannot speak to my wife about a decision with regard to this case until the proper information is provided. Thus, the Revdex.com case is not closed from my perspective and cannot proceed to being closed until I get clarification from Sears on the issues noted in this email.
Sincerely,
[redacted]
May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer...
service and non-receipt of his sears.com order. It is unfortunate that we failed [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that [redacted] order was delivered by [redacted] on April 28, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted [redacted] comments and his order has been fulfilled. 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]
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.(Though the machine is still in pieces in my basement... I'll bribe some friends with pizza to help I guess)
Sincerely,
[redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94568865 - Dereck [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple...
service attempts to repair the washer and his request for a replacement.
Before going further, we would like to note that Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under the "no lemon" guarantee clause under certain terms. It 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 Mr. [redacted] service history, and under the aforementioned terms, he did not meet the criteria for replacement.
With that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr. [redacted] expectations. Our records indicate the washer repair was completed on September 12, 2015. As a courtesy and inconvenience, on August 6, 2015 we issued Mr. [redacted] a $50.00 check for laundry reimbursement. Due to the additional length of time to repair washer, on September 16, 2015 we issued an additional $50 laundry reimbursement check for a total of $100 for laundry reimbursement which the max amount allowed. Mr. [redacted] should receive the check within 10 business days via regular mail. Since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please 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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Stephen E [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Garage Solutions. Tina Corn-Carlton, Sears Home Services,...
Customer Advocate provided the following response: We have been advised by the local office that Mr. [redacted] new garage door opener has been installed. There are no outstanding issues that our office is aware of. If Mr. [redacted] has any outstanding concerns that need to be addressed, he can reach me at 740/201-3013 or via email at [redacted].com. That said we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
September 14, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Robert P[redacted] Dear [redacted] We have completed the...
investigation of Mr. P[redacted] complaint regarding his grill. According to our records, arrangements have been made to provide Mr. Porcella with an exchange as a courtesy. Currently, the delivery date is scheduled for September 20, 2017. In light of the aforementioned information, we have closed our file. We apologize to Mr. P[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] Regulatory Complaint Specialist Sears Holdings Corporation [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,
Sami Y[redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
July 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 9[redacted]90 - Darrell [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s...
complaint regarding his online order and delivery experience.
It is unfortunate that we failed Mr. [redacted]'s expectations and can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We spoke with Mr. [redacted] and apologized for any inconvenience he experienced and offered a $75.00 gift card which he accepted. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. Mr. [redacted] can expect to receive the gift card in the mail within seven to fourteen business days. In the interim, we have noted Mr. [redacted]'s concerns and respectfully ask to have this matter closed, pending his receipt of the gift card.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], even though it took about one month after I bought my dryer to solved the problem but I find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. [redacted]
Chicago, IL 60611
Re: Hany [redacted] #9455[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s rebuttal regarding the service he received at the Sears Outlet in Arizona Mills.
We have been advised that Mr. [redacted] has reached out to Sears Executive Member Services department regarding his complaint, after we responded to the Revdex.com on July 15, 2015. As stated in our previous correspondence, the issues noted in Mr. [redacted]'s complaint were addressed internally with the store manager and the results internal investigations are not public. Arlin [redacted], Sears Outlet, Regional Director, West Outlet Stores was also contacted and stated that was familiar with the actions taken by Mr. [redacted] last week. Mr. [redacted] went on to state that he was also aware that Mr. [redacted] is not satisfied that we will not be terminating this store manager. Mr. [redacted] has agreed to continue shopping with us at our other locations. We reiterate, if there are any additional concerns, Mr. [redacted] can contact me at 480/[redacted]. That said, we ask that this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
Contact Name and Title: Erica [redacted]
Contact Email: [redacted]@searshc.com
October 19, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94573263- Pat [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms....
[redacted]'s complaint regarding the repair of her refrigerator.
Upon receiving Ms. [redacted]'s complaint, we would like to apologize that her unit has failed. We scheduled repair for October 17, 2015 where the technician deemed that the unit was not repairable. It should be noted that Ms. [redacted]'s refrigerator is covered under a 5 year sealed system warranty and thus has been approved for a replacement. Ms. [redacted] will be contacted within 48 business hours with regards to replacement information. That being said, because we are in the process of replacing Ms. [redacted]'s refrigerator, we respectfully request this complaint be closed.
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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]@searshc.com
September 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: [redacted] – Maria [redacted] Dear Ms. [redacted], We have completed the investigation of M[redacted]’s complaint regarding her online order experience and...
request for a replacement or refund. It is unfortunate that we failed M[redacted]’s expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that the total for this order was $51.84 minus a $5.00 discount. After reviewing the notes in the order we found that Sears Online issued a full refund back to the same form of payment used at the time of purchase. Accordingly, a refund of $46.84 was credited back to M[redacted]’s Shop Your Way Reward account ending in 9649 on August 3, 2016. Additionally, we hope that in the future M[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted M[redacted]’s concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:The lack of customer service by this company is appaulling. The company has not attempted to contact me to even try to make a resolution. During the time of the warranty, the company never resolved the issues with the fridge and never made the proper repairs to make it in full functioning order. Furthermore, Sears states that it records customer calls for customer service quality. In the phone calls I am sure the company can review what was discussed on the numerous phone calls I placed. I have contacted a [redacted] and it was made clear that a fridge should last more than sixteen days and has an intended usage life of seven to ten. Sears should be held accountable to repair the fridge since it was not properly fixed during the time it was covered. If the fridge leaked, did not cool down, and caused food to perish within the first sixteen days and it is still doing it over an hour later, it is reasonable to conclude that the proper repairs were don't done by the service technicians. Sears sold a malfunctioning unit and is now trying to get out of replacing it. It is bad business ethics and theft. I also wanted to state that in my original email directly to Ms. [redacted], I made her aware that I preferred to be called Mrs [redacted] since I am married. I also signed my last rebuttal with that. Each time she has responded, she has made it her every intention to call me ms [redacted]. It is rude and petty to be purposely undermined by this representative. I request that a different Sears rep handle this case from this point forward.
Thank you for your time,
[redacted]
Contact Name and Title: [redacted]
Contact Email: [redacted].[redacted]@searshc.com
October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]- [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal regarding the repair of her refrigerator.
We have received Ms. [redacted]'s rebuttal and apologize for any confusion she may have had. Her exchange refrigerator was delivered on October 24, 2015 and is now in Ms. [redacted]'s home. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request this complaint be closed.
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,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted].[redacted]@searshc.com
July 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding her recent online order experience and...
request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab 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 Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears 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 [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms[redacted] case, the order was fulfilled by [redacted], email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms[redacted] 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, pop-up texts, and links to third party sites. We 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 site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN 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 policies. If 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 the order we show that [redacted] made several attempts to notify the seller since she received the item to no avail. Therefore, we have requested that a full refund be issued back to [redacted]s account. [redacted] can expect to see the credit post to her account within 3 to 5 business days or she may email me directly at [redacted] In closure, since a refund has been processed accordingly, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Boris [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the refund owed for his...
pump.
Upon receiving Mr. [redacted] complaint, we researched his records and show that Mr. [redacted] was previously working with our Customer Solutions team who processed a refund in the amount of $1,900.00 under salescheck# 099119000744 in the form of a bank check which will be received in 7-10 business days. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
August 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - K. Rachel [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. After reviewing the order we found that she had been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions assisted in contacting the Marketplace vendor to arrange the return. Our records show that a refund was processed on August 9, 2015, for $48.80 under return receipt number 093014861332. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Online Solutions advised that the [redacted] account will not be charged back. In the interim, since a refund has been provided and we have noted Ms. [redacted]'s concerns, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. I do, however consider this matter closed because I have no desire to deal with Sears or anyone associated with them. I have always regarded Sears a business from whom I felt I could buy home appliances without worry and have in the past bought many appliances from them. That will no longer be the case. Sears is no longer a trustworthy business to me.Sincerely, [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this as the business returned my money. HOWEVER, I do not understand why Ms [redacted]s continues to lie. The management at Sears who handled my case admitted there was an 'unusual glitch' in which my information was never transmitted and recorded properly on the Sears computer system which caused the problems. For Ms [redacted]s to publish a letter stating it is MY fault for not doing what I was supposed to do is frankly disgusting to me and should be an embarrassment to her and to Sears. Appalling behavior once again from this company.
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has agreed to replace the dishwasher. I have not got the new dishwasher yet, so if I don't receive it, I will contact again. Thank you for your help in this matter!
Complaint: [redacted]
I am rejecting this response because: I am thoroughly confused by **. [redacted] It see** as though she has been all over the map with her positions. For example, she initially stated I did not qualify for a replacement machine because I did not have 4 service calls in 12 months. Despite this she now says I qualify for a replacement machine. Also she asserted that I could get a refund of the MPA (extended warranty) price but did not talk about extending the extended warranty even though another Sears representative had made that offer to me and **. [redacted] apparently had access to that information. Now she says she is willing to extend the extended warranty for 1 year but says nothing about refunding the extended warranty price. So is the offer extending the service warranty (all parts and all labor including the parts recently installed) for 1 additional year plus reimbursement of the price I paid for the extended warranty or is the offer extend the extended warranty for 1 year to April 2018 and no refund of the price paid for the extended warranty despite the poor product and service. It is also unclear as to whether any extension of the extended warranty would apply to a replacement machine or if the current extended warranty transfers over to a replacement machine and ends in April 2017 as opposed to April 2018. An unresolved issue with respect to the replacement machine option is what happens if a replacement machine does not fit in the space and/or cannot be matched to the dryer? I have mentioned this issue before to Sears representatives and have not received a response. We purchased the washing machine and dryer together as a matching set. Obviously I would not have purchased the dryer if it did not match the washer. So if we choose a replacement and cannot get a replacement to fit and/or match the dryer then what? Full refund for the washer and dryer and free removal of both?Either way, the message from Sears see** to be that they will not stand by their products, parts and service for a reasonable amount of time given the facts and circu**tances of this claim which is very disheartening since we tried to support Sears. For example the front panel was totally replaced in less than 12 months after the purchase and the main board and wiring was totally replaced in about 2 years and 2 months. Is that reasonable for an "elite" (model Kenmore Elite) branded washing machine? Is it reasonable to believe that the parts installed in the machine or the parts in a replacement machine will last more than 2 years based on the comments by Sears service techs that the "main boards get corrupted in these machines?" The last service which included the replacement of the main board cost $700+ and the machine itself cost about $1,100. How long should an "elite" labeled machine last before major components malfunction? 12 months? 2 years? 2 years and 2 months? Obviously the logical answer is well past 2 years and 2 months and **. [redacted] knows that but is not willing to warranty the new main board and wiring for more than another 1 year and 10 months. At that point, the machine will be 4 years out from the purchase date and obviously not close to what should be is true lifetime of quality, as opposed to substandard, service. It see** logical that if the company does care about it products, parts and most of all customers than it would extend the extended warranty to April 2020 to provide some piece of mind for the consumer. Even then the machine would be only 6 years out from the date of purchase and again below the expected lifetime service range so there should be no issues unless Sears knows or has reason reason to know that the machine is defective, the parts installed are defective, the service is substandard, etc. and so they would rather push the economic burden onto the consumer or their customer which is a sad commentary for an American company trying to compete in a customer service oriented world if they want to remain viable. **. [redacted] claimed that Kenmore was not part of a current class action lawsuit settlement. Now she says that the machine (Kenmore) I have now is not part of the lawsuit, because it was purchased in 2014, apparently backing off from her position that Kenmore was not included in the current class action lawsuit at all even though the class action attorneys have advised customers and the court that Kenmore is included in the class action lawsuit settlement. The real point was that Kenmore machines have had issues in the past with performance to the extent that several class actions were filed on behalf of consumers who had purchased Kenmore's front load washing machines as late as 2010.So I do not have enough information to make an educated decision. I am confused with regard to Sears position based on the different positions taken by Sears via the emails. I cannot speak to my wife about a decision with regard to this case until the proper information is provided. Thus, the Revdex.com case is not closed from my perspective and cannot proceed to being closed until I get clarification from Sears on the issues noted in this email.
Sincerely,
[redacted]
May 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer...
service and non-receipt of his sears.com order. It is unfortunate that we failed [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that [redacted] order was delivered by [redacted] on April 28, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted [redacted] comments and his order has been fulfilled. 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]
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.(Though the machine is still in pieces in my basement... I'll bribe some friends with pizza to help I guess)
Sincerely,
[redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94568865 - Dereck [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple...
service attempts to repair the washer and his request for a replacement.
Before going further, we would like to note that Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under the "no lemon" guarantee clause under certain terms. It 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 Mr. [redacted] service history, and under the aforementioned terms, he did not meet the criteria for replacement.
With that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr. [redacted] expectations. Our records indicate the washer repair was completed on September 12, 2015. As a courtesy and inconvenience, on August 6, 2015 we issued Mr. [redacted] a $50.00 check for laundry reimbursement. Due to the additional length of time to repair washer, on September 16, 2015 we issued an additional $50 laundry reimbursement check for a total of $100 for laundry reimbursement which the max amount allowed. Mr. [redacted] should receive the check within 10 business days via regular mail. Since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please 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
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Stephen E [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Garage Solutions. Tina Corn-Carlton, Sears Home Services,...
Customer Advocate provided the following response: We have been advised by the local office that Mr. [redacted] new garage door opener has been installed. There are no outstanding issues that our office is aware of. If Mr. [redacted] has any outstanding concerns that need to be addressed, he can reach me at 740/201-3013 or via email at [redacted].com. That said we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
September 14, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Robert P[redacted] Dear [redacted] We have completed the...
investigation of Mr. P[redacted] complaint regarding his grill. According to our records, arrangements have been made to provide Mr. Porcella with an exchange as a courtesy. Currently, the delivery date is scheduled for September 20, 2017. In light of the aforementioned information, we have closed our file. We apologize to Mr. P[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] Regulatory Complaint Specialist Sears Holdings Corporation [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,
Sami Y[redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
July 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 9[redacted]90 - Darrell [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted]'s...
complaint regarding his online order and delivery experience.
It is unfortunate that we failed Mr. [redacted]'s expectations and can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We spoke with Mr. [redacted] and apologized for any inconvenience he experienced and offered a $75.00 gift card which he accepted. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. Mr. [redacted] can expect to receive the gift card in the mail within seven to fourteen business days. In the interim, we have noted Mr. [redacted]'s concerns and respectfully ask to have this matter closed, pending his receipt of the gift card.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], even though it took about one month after I bought my dryer to solved the problem but I find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. [redacted]
Chicago, IL 60611
Re: Hany [redacted] #9455[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s rebuttal regarding the service he received at the Sears Outlet in Arizona Mills.
We have been advised that Mr. [redacted] has reached out to Sears Executive Member Services department regarding his complaint, after we responded to the Revdex.com on July 15, 2015. As stated in our previous correspondence, the issues noted in Mr. [redacted]'s complaint were addressed internally with the store manager and the results internal investigations are not public. Arlin [redacted], Sears Outlet, Regional Director, West Outlet Stores was also contacted and stated that was familiar with the actions taken by Mr. [redacted] last week. Mr. [redacted] went on to state that he was also aware that Mr. [redacted] is not satisfied that we will not be terminating this store manager. Mr. [redacted] has agreed to continue shopping with us at our other locations. We reiterate, if there are any additional concerns, Mr. [redacted] can contact me at 480/[redacted]. That said, we ask that this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Adam [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.[redacted]@searshc.com
Contact Name and Title: Erica [redacted]
Contact Email: [redacted]@searshc.com
October 19, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #94573263- Pat [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms....
[redacted]'s complaint regarding the repair of her refrigerator.
Upon receiving Ms. [redacted]'s complaint, we would like to apologize that her unit has failed. We scheduled repair for October 17, 2015 where the technician deemed that the unit was not repairable. It should be noted that Ms. [redacted]'s refrigerator is covered under a 5 year sealed system warranty and thus has been approved for a replacement. Ms. [redacted] will be contacted within 48 business hours with regards to replacement information. That being said, because we are in the process of replacing Ms. [redacted]'s refrigerator, we respectfully request this complaint be closed.
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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]@searshc.com
September 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: [redacted] – Maria [redacted] Dear Ms. [redacted], We have completed the investigation of M[redacted]’s complaint regarding her online order experience and...
request for a replacement or refund. It is unfortunate that we failed M[redacted]’s expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that the total for this order was $51.84 minus a $5.00 discount. After reviewing the notes in the order we found that Sears Online issued a full refund back to the same form of payment used at the time of purchase. Accordingly, a refund of $46.84 was credited back to M[redacted]’s Shop Your Way Reward account ending in 9649 on August 3, 2016. Additionally, we hope that in the future M[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted M[redacted]’s concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:The lack of customer service by this company is appaulling. The company has not attempted to contact me to even try to make a resolution. During the time of the warranty, the company never resolved the issues with the fridge and never made the proper repairs to make it in full functioning order. Furthermore, Sears states that it records customer calls for customer service quality. In the phone calls I am sure the company can review what was discussed on the numerous phone calls I placed. I have contacted a [redacted] and it was made clear that a fridge should last more than sixteen days and has an intended usage life of seven to ten. Sears should be held accountable to repair the fridge since it was not properly fixed during the time it was covered. If the fridge leaked, did not cool down, and caused food to perish within the first sixteen days and it is still doing it over an hour later, it is reasonable to conclude that the proper repairs were don't done by the service technicians. Sears sold a malfunctioning unit and is now trying to get out of replacing it. It is bad business ethics and theft. I also wanted to state that in my original email directly to Ms. [redacted], I made her aware that I preferred to be called Mrs [redacted] since I am married. I also signed my last rebuttal with that. Each time she has responded, she has made it her every intention to call me ms [redacted]. It is rude and petty to be purposely undermined by this representative. I request that a different Sears rep handle this case from this point forward.
Thank you for your time,
[redacted]
Contact Name and Title: [redacted]
Contact Email: [redacted].[redacted]@searshc.com
October 26, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]- [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal regarding the repair of her refrigerator.
We have received Ms. [redacted]'s rebuttal and apologize for any confusion she may have had. Her exchange refrigerator was delivered on October 24, 2015 and is now in Ms. [redacted]'s home. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request this complaint be closed.
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,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted].[redacted]@searshc.com
July 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear Ms. [redacted] We have completed the investigation of Ms[redacted] complaint regarding her recent online order experience and...
request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab 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 Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears 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 [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms[redacted] case, the order was fulfilled by [redacted], email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms[redacted] 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, pop-up texts, and links to third party sites. We 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 site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN 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 policies. If 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 the order we show that [redacted] made several attempts to notify the seller since she received the item to no avail. Therefore, we have requested that a full refund be issued back to [redacted]s account. [redacted] can expect to see the credit post to her account within 3 to 5 business days or she may email me directly at [redacted] In closure, since a refund has been processed accordingly, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 12, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Boris [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding the refund owed for his...
pump.
Upon receiving Mr. [redacted] complaint, we researched his records and show that Mr. [redacted] was previously working with our Customer Solutions team who processed a refund in the amount of $1,900.00 under salescheck# 099119000744 in the form of a bank check which will be received in 7-10 business days. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]@searshc.com
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 [redacted]
August 13, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - K. Rachel [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. After reviewing the order we found that she had been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions assisted in contacting the Marketplace vendor to arrange the return. Our records show that a refund was processed on August 9, 2015, for $48.80 under return receipt number 093014861332. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Online Solutions advised that the [redacted] account will not be charged back. In the interim, since a refund has been provided and we have noted Ms. [redacted]'s concerns, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. I do, however consider this matter closed because I have no desire to deal with Sears or anyone associated with them. I have always regarded Sears a business from whom I felt I could buy home appliances without worry and have in the past bought many appliances from them. That will no longer be the case. Sears is no longer a trustworthy business to me.Sincerely, [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this as the business returned my money. HOWEVER, I do not understand why Ms [redacted]s continues to lie. The management at Sears who handled my case admitted there was an 'unusual glitch' in which my information was never transmitted and recorded properly on the Sears computer system which caused the problems. For Ms [redacted]s to publish a letter stating it is MY fault for not doing what I was supposed to do is frankly disgusting to me and should be an embarrassment to her and to Sears. Appalling behavior once again from this company.
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears has agreed to replace the dishwasher. I have not got the new dishwasher yet, so if I don't receive it, I will contact again. Thank you for your help in this matter!