October 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent...
purchase. We have spoken with the seller of Mr. [redacted] item and they have agreed to issue a refund if he will ship the item back. We want to make it clear though that he will not be receiving a refund for the initial shipping cost and the return shipping will be his responsibility. The item should be unused and the tags should be attached. The package should also be insured in case it is lost and a copy of the order confirmation email that was sent to Mr. [redacted] should be in included. If it is not insured and it is lost, the seller will not be responsible for issuing the refund. The return address is: Irene Addo [redacted] In closing, we want to assure Mr. [redacted] that we are working diligently to make each seller’s return policy visible and if they do not have one of their own, ours will apply. In the interim, since we have made arrangements to fulfill Mr. [redacted] request, we have closed our file. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent order. ...
We would first note that Mr. W[redacted] order was through one of our Marketplace vendors, [redacted]. As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. According to our records, the coupon in question has stipulations and you can see these when you click on “details” link: “Not valid on Every Day Great Price, Hot Buys, Special Purchases, Introductory Offers, Insane Deals, clearance, closeouts, gift cards, catalog orders & protection agreements, items not sold by Sears. One coupon per purchase. Redemption limited to one time use of either digital or in-store printed version. Void if transferred, copied, obtained via unapproved means or prohibited. Cash value 1/20 cent. Coupon savings may be deducted from refund. Cannot be used with other discounts.” As you can clearly see, “items not sold by sears” are excluded. Furthermore, the free shipping offer has details as well. When you click on the link, this appears: “Applies to mailable products sold by Sears and Kmart on qualifying orders. Excludes Marketplace and delivery of large, heavy items and appliances. Additional exclusions apply. Please see offer details on qualifying product pages. Applies to items Sold by Sears AND Kmart. This promotion is not eligible with international orders. FREE Standard Shipping on qualifying orders applies to mailable items Sold by Sears AND Kmart. Excludes Agio brand, Food & Grocery, Compact Refrigerators, Fencing, Tires, Wheels, Lawn Mowers, Tractor Attachments, Pet Food, Pet Litter & Supplies, Pools and Accessories, Trampolines, Outdoor Playsets, Kids Outdoor Vehicles, Wagons, Easels, Art Desks, Kitchen and Housekeeping Playsets, Treadmills, Ellipticals, Pilates Machines, Home Gyms and Weight Sets, Rowers and Steppers, Inversion Tables, Exercise Bikes, Bikes and Accessories, Scooters, Backboards and Rims, Game Room Tables, Tents, Air Conditioners, select Tool items and Automotive Services. Offer applies to merchandise shipped via normal UPS ground service only (most items under 150 lbs). Offer does not extend to items purchased from landsend.com, Sears Parts Direct, Sears licensed partner websites, digital services, Sears Presents, and Shop At Home catalogs. Free shipping value varies by ship to location. Items shipped via lowest cost or ground shipping method. Lowest cost and ground shipping methods only apply to orders shipped to the US continental 48 states, and the District of Columbia (does not apply to shipments to Alaska, Hawaii, Puerto Rico, Guam, Canada, Mexico, the U.S. Virgin Islands or to Military APO/FPO addresses). Products over 35lbs cannot be shipped to APO/FPO locations - all APO/FPO shipments are USPS. Estimated offer value ranges from $6.80 to $64. Offer excludes shipping costs on Oversized Shipping or In-Home Oversized Shipping Items.” Additionally, the page also says: “How to get FREE Shipping when you shop at Sears.” “Only items Sold by Sears are eligible for the FREE Shipping on qualifying orders. Exclusions apply.” As illustrated above, only items sold by Sears are eligible for free shipping and only mailable items would be included; oversized or large and heavy items are excluded. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Accordingly, Mr. [redacted] would need to contact [redacted] in regard to his order. The phone number is listed on their merchant page, but it is [redacted] and their email address is [redacted]. Mr. W[redacted] purchase would be subject to the terms of [redacted]s Return Policy, which is also noted on our site if he decides that he wishes to return his merchandise. It is: “If you have any problems with your order or you need us to track a package please e-mail us immediately. Most large freight items are Basic curbside delivery, no flights of stairs, no unpacking (they do not wait for you to unpack). If you wish to upgrade to Gold delivery please contact us prior to shipping. If you wish to make a return for any reason please contact us within 5 days of receiving the order. Customer pays return freight plus a 10% - 20% restocking fee for all returned merchandise damaged or otherwise. If items arrive with damage we reserve the right to repair or replace the damaged part or send out a new item to satisfy the order, if customer does not want the item it is treated as a return and all conditions and re-stocking fees will apply as a normal return if customer refuses replacement or repair. Orders cannot be canceled after they have been marked as shipped thru Sears.com. Any items that are refused without prior authorization will be held until the customers contacts us for an authorization and will incur all return shipping and restocking fees. We do not re-imburse any shipping charges to or from the customer for returns. Free shipping promotions will be charged the actual shipping costs on return of the products. All returns for any reason damaged or otherwise need to be in original manufacturer packaging and un-assembled. Once the item has shipped out any cancellation will be treated as a return and will incur all shipping charges and re-stocking fees. All sofa and Custom made pillow orders are final sale and are not returnable, all custom sofas are non-refundable once the order is placed. If a sofa or custom sofa order is refused or returned no refund will be given. All Mattress and Sheet orders are non-refundable. Please make sure to note any and all damages on the Waybill at the time of delivery for all freight orders, also note there was damage to packaging at the time of delivery , if there is no damage noted we are not responsible for any damages after the delivery team leaves if nothing was noted at the time of delivery. [redacted] or it's affiliates or employees offer no warranties expressed or implied by e-mail or phone for any of the products sold, individual manufacturers warranties may apply to certain products and those products will include warranty information provided by the manufacturer. [redacted] or it's affiliates or employees are in no way responsible for the servicing, repair, or shipping for any items that may be covered under the manufacturer warranties. All our merchandise is described from the photo shown of the product from our manufacturers details, some items may vary slightly in wood tone, fabric, or measurements. We are not responsible for slight measurement or descriptive errors, if you have any questions please feel free to ask us before you purchase to verify any measurements, colors or wood tones. Any returns for the above reasons need to follow our returns policies.” In closure, since we find that the terms of both promotions were clearly listed and the page for the item in question identified the seller, we are unable to assist further and we have closed our file. 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, [redacted] Specialist, Regulatory Complaints [redacted]
July 20, 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 a recent purchase....
We would like to point out that the material provided with this patio furniture notes: “store indoors during long periods of inclement weather. Make sure furniture is completely dry before storage. Use a proper outdoor cover when left outside during inclement weather or when not in use.” Accordingly, we feel that the exposure to harsh weather elements may have caused the breakdown Ms. [redacted] spoke of. Despite that fact, we are going to allow Ms. [redacted] to return the items in the interest of consumer satisfaction. To that end, a [redacted] Call Tag should be emailed to Ms. [redacted] within 48 business hours. We have also sent an email with directions regarding how this should be handled. Once the item is received back in our warehouse, a refund will be issued. Should she have any other questions, Ms. [redacted] may contact me during normal business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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]
September 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Jean G[redacted]-O[redacted]
Dear [redacted]
We have not fully completed our investigation of Ms. O[redacted] complaint regarding her dissatisfaction with performance of...
her washer and the multiple repair attempts to resolve the oversudsing issue.
We apologize for the delay in responding to this complaint. We reviewed the service history on the dishwasher and on May 16, 2017 and again on June 20, 2017 our technicians assessed the dishwasher and were unable to duplicate the oversudsing issue. The technicians noted that they ran a full cycle and the dishwasher did not leak and confirmed that the unit was operational. The technicians noted that they instructed Ms. O[redacted] to change the detergent that she is using. On July 24, 2017 Ms. O[redacted] reported that the dishwasher was still leaking (suds) and our technician returned on August 15, 2017. Our technician inspected the dishwasher and found that the drain hose under the counter was too low and made an adjustment. The technician ran a completed cycle and found no leaks or oversudsing. However, on August 27, 2017 Ms. O[redacted] sent photos of the dishwasher full of suds again and the suds leaked out of the dishwasher unto her floor.
We reached out to our Strategic Technical Assistance Center (STAC) for assistance and provided the photos for review. STAC stated that suds this bad is definitely an indication of either the wrong kind of soap being used or too much is being used. STAC also mentioned that if a water softener is used on the dishwasher, the unit must be cleaned out regularly to prevent soap residue build-up. We contacted Ms. O[redacted] and she confirmed that she does not have a water softener in her home. She also confirmed that she only uses a rinse-aid as instructed in the manual. Ms. O[redacted] stated that she was using the same automatic dishwasher powder that she used for years on her previous dishwasher; however, the first technician advised her to switch to Finish powerballs which are pre-measured packets. Ms. O[redacted] claims that she has used the packets, but the dishwasher continues to have the same issue, and that it is an intermittent problem. She will use the dishwasher around 6 times and then it will have the over-sudsing issue. Since the technicians run one cycle, they are not able to duplicate the problem. We advised Ms. O[redacted] that we would schedule service with a senior technician and would monitor the repair. Ms. O[redacted] agreed to use Lemi-Shine to remove any residue from the dishwasher. We have reached out to our service management team and provided the details listed above. Ms. O[redacted] will be contacted to schedule a service at no charge. We are committed to providing a fair and equitable resolution. Once we review the technician’s findings, we will come to a decision. In the interim, should Ms. O[redacted] have any questions, she may contact me directly at [redacted]
We apologize to Ms. O[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 S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. ...
Unfortunately, it appears that there was an error made in the listing for the bundle Ms. [redacted] ordered. We are sending a gift card for $120.00 to [redacted] email address. It should arrive within 72 business hours. This should cover the cost of the stand (item number [redacted] We appreciate [redacted] patronage and apologize for any inconvenience she may have experienced as a result of this issue. In 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 18, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. W[redacted] complaint regarding her...
dryer. We spoke with Ms. W[redacted] in response to this complaint and arrangements were made to supply her with the matching dryer. That new dryer was delivered on August 14, 2017 according to our records. Since we have granted Ms. W[redacted] request as noted above, we have closed our file.We apologize to Ms. W[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 Complaint SpecialistSears Holdings Corporation[redacted]
Initial Business Response /* (1000, 5, 2015/09/30) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 30, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her recent online order.
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.
Our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]'s case, the order was fulfilled by Sky Innovations located at [redacted] XXXXX, phone (XXX) XXX-XXXX, email: [redacted]@gmailc.om. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]'s 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.
While, it is the consumer's responsibility to contact the vendor to address this matter, Sears Online Solutions offered a $15.00 gift card which Ms. [redacted] accepted as a resolution on September 17, 2015. Later that day Ms. [redacted] contacted Sears again for assistance even though a resolution had been agreed upon. Ms. [redacted] reached Sears Social Media who reached out to the Third Party Marketplace vendor, Sky Innovations on her behalf. The marketplace vendor Sky Innovations replied and confirmed that they also resolved the matter by resending the DVD in question. Since Ms. [redacted] did not respond to Social Media regarding the resolution, the case was closed as resolved. In closure, since Ms. [redacted] has received a $15.00 gift card for the DVD valued at $11.05 and the vendor has mailed a replacement DVD, 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
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The 3rd party market shipped me out a new DVD and sears offered a $15 gift card for all the issues
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Carl [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his battery. There is...
a Sears Auto Center in Wayne, New Jersey, which is less than 10 miles from Mr. [redacted] home address. The manager there is willing to give Mr. [redacted] a replacement battery if it fails the charge test and needs to be replaced. This would be performed to verify that a battery is defective prior to providing replacement in any instance. Mr. [redacted] will also be required to provide a copy of his receipt as proof of purchase, which again would be required of anyone requesting relief under their manufacturer’s warranty. Mr. [redacted] may contact the [redacted] and ask for the manager, Alexander, or Victor, his assistant, at [redacted] during normal business hours if he has any further questions. In the meantime, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 29, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tenisha [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience of a watch. 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 Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by Happydeal-365 located at 15650 Salt Lake Avenue, City of Industry CA 91745, Email: [email protected] and telephone number (818) 851-7856. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s 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. Placing an Order Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies may differ from those offered by Sears. When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise. You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy. 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 found Ms. [redacted] had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint department. EMS issued 10,000 in Shop Your Way Reward points which Ms. [redacted] accepted. Finally, after researching the USPS tracking number, we confirmed that the item was not delivered. Therefore, a refund has been processed from the seller’s account. Ms. [redacted]’s credit will post to her account within 3 to 5 business days. In closure, since a refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 18th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via website: Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP)...
regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
I spoke to Mr. [redacted] and asked for him to provide a copy of the statement that shows when he was allegedly charged 2 times. Mr. [redacted] has failed to send a copy of the documents. Our record reflects only the one charge on 4/19/17 and no other. The reason for the charge was because the labor warranty that would have covered the service call expired 3/21/16. Mr. [redacted] had the water heater service call over a year after the warranty expired. SHIP apologizes for any inconvenience he may have experienced.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his Sears home Warranty. We would first like to point out that...
[redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Mr. [redacted] contract. We reached out to CCHS when we received Mr. [redacted] complaint and were informed of the following; The warranty went into effect on 4/10/2017 and the customer placed a claim on a receptacle/outlet on 4/11/2017. April 14th he called in and was advised that a vendor had not yet been assigned to the claim. He was offered [redacted], ([redacted] is an option for the customer when our normal service providers are not able to service in a timely manner, the customer can go to their own selected service provider to have the service done and CCHS will reimburse the customer) or the authorization to use a local, licensed and insured service provider, and he refused. We weren’t able to locate an in-network contractor to service the customer within an acceptable timeframe therefore offered a service provider that is outside our network with the understanding that CCHS would reimburse the customer directly for the repairs. Mr. [redacted] declined this option and requested the cancellation of the Sears Home Warranty which was done and his refund went back on his [redacted] card ending in [redacted] Since we have addressed Mr. [redacted] complaint and his SHW has been cancelled we have closed this case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [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. After I submitted my complaint to you (outside of SEARS) I finally got help with my problem. So gratified. Thank you -- and now I can say thank SEARS. I would hope in the future that SEARS find ways to address customer needs themselves without outside intervention.
Sincerely,
Erik [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding service under his Sears Appliance warranty We...
apologize for the delay in responding to this complaint. We forwarded this matter to [redacted] who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted] We apologize again 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 Complaint Specialist Sears Holdings Corporation [redacted]
May 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with...
our customer service and non-receipt of a refund for her cancelled layaway. It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that our automatic refund system cancelled [redacted] layaway and issued a credit of $602.50 to each of 2 [redacted] gift cards on March 20, 2016. These refunds were later rejected by [redacted] and returned to our store’s account. As such, a check for $1,205.00 was issued on May 11, 2016, and mailed to the address [redacted] provided. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. [redacted] is welcome to contact [redacted], Manager for Sears Store number [redacted] if she has any further questions about this issue or her refund. We respectfully ask to have this matter closed, since we have noted [redacted] comments and the requested 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]
February 22, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Bernadette D[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. D[redacted] complaint regarding the fridge she purchased on October 1, 2017.After reviewing Ms....
D[redacted] complaint and our records, we were able to confirm that Ms. D[redacted] agreed on the offer of ordering a set of door bins due to arriving with cosmetic damage. We contacted our parts department and confirmed that an order of door bins were mailed out to Ms. D[redacted] on November 12, 2017. We reached to Ms. D[redacted] via email on February 21, 2018 and were informed that she has yet to receive the needed door bins. At this time, a new order for a set of door bins was processed and completed for Ms. D[redacted] In addition, we issued a $50.00 gift card via [redacted] We ask Ms. D[redacted] to allow 7-14 business days for the parts and gift card to arrive. Since we have ordered a new set of door bins for Ms. D[redacted] and courtesy compensation was provided, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
January 18, 2017 [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] complaint regarding her refrigerator repair. ...
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] On November 30, 2016, a Sears Service technician examined Ms. [redacted] refrigerator and determined that the evaporator cover, bimetal and heater needed to be replaced. The parts were ordered and the technician returned on January 16, 2017, to install the parts. Unfortunately, the repair took longer than expected; the first appointment for December 21, 2016, was canceled because the technician was sick, and the second appointment for January 9, 2017, was canceled and rescheduled because of inclement weather. While we understand that Ms. [redacted] would like the refrigerator replaced; this decision would need to be made by [redacted], the warrantor of Ms. [redacted] service contract, not Sears Home Services. Sears Home Services is only the service provider authorized by [redacted] to repair Ms. [redacted] refrigerator. With that said, since Sears Home Services has completed the repair to Ms. [redacted] refrigerator, as mandated by her [redacted] service contract, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 26, 2017
[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 dissatisfaction with the scheduling issues for the...
repair of her tractor.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced with the service delay of her tractor. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Ms. [redacted] complaint we reached out to our service unit for assistance with the scheduling issue. Ms. [redacted] was contacted and an accommodation was made to service the tractor on May 15, 2017. Regrettably, the tech was injured that day and service was rescheduled to May 18, 2017. Our technician assessed the tractor and ordered a part. He returned on May 25, 2017 and installed the part to complete the repair. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
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 Complaint Specialist
Sears Holdings Corporation
[redacted]
August 9, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dianne E. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations and we can understand her frustrations 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. After reviewing the notes in the order, we show that Sears Online indicated there was a delay with receiving gift cards. However, the system shows that the replacement Kmart Gift Card has been processed which will be shipped by mail. Additionally, we hope that in the future Ms. [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 Ms. [redacted] concerns and respectfully ask to have this matter closed, pending her 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 Colburn Regulatory Complaint Specialist Sears Holdings Corporation
[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 appliances purchased from Sears. The warranty dates have been changed to...
September 1, 2016. The Master Protection Agreements on the range and refrigerator have also been moved and the dates adjusted. Since we have made the aforementioned adjustments, we have closed our file. 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 Claims Specialist Sears Holdings Corporation [redacted]
October 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent...
purchase. We have spoken with the seller of Mr. [redacted] item and they have agreed to issue a refund if he will ship the item back. We want to make it clear though that he will not be receiving a refund for the initial shipping cost and the return shipping will be his responsibility. The item should be unused and the tags should be attached. The package should also be insured in case it is lost and a copy of the order confirmation email that was sent to Mr. [redacted] should be in included. If it is not insured and it is lost, the seller will not be responsible for issuing the refund. The return address is: Irene Addo [redacted] In closing, we want to assure Mr. [redacted] that we are working diligently to make each seller’s return policy visible and if they do not have one of their own, ours will apply. In the interim, since we have made arrangements to fulfill Mr. [redacted] request, we have closed our file. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent order. ...
We would first note that Mr. W[redacted] order was through one of our Marketplace vendors, [redacted]. As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. According to our records, the coupon in question has stipulations and you can see these when you click on “details” link: “Not valid on Every Day Great Price, Hot Buys, Special Purchases, Introductory Offers, Insane Deals, clearance, closeouts, gift cards, catalog orders & protection agreements, items not sold by Sears. One coupon per purchase. Redemption limited to one time use of either digital or in-store printed version. Void if transferred, copied, obtained via unapproved means or prohibited. Cash value 1/20 cent. Coupon savings may be deducted from refund. Cannot be used with other discounts.” As you can clearly see, “items not sold by sears” are excluded. Furthermore, the free shipping offer has details as well. When you click on the link, this appears: “Applies to mailable products sold by Sears and Kmart on qualifying orders. Excludes Marketplace and delivery of large, heavy items and appliances. Additional exclusions apply. Please see offer details on qualifying product pages. Applies to items Sold by Sears AND Kmart. This promotion is not eligible with international orders. FREE Standard Shipping on qualifying orders applies to mailable items Sold by Sears AND Kmart. Excludes Agio brand, Food & Grocery, Compact Refrigerators, Fencing, Tires, Wheels, Lawn Mowers, Tractor Attachments, Pet Food, Pet Litter & Supplies, Pools and Accessories, Trampolines, Outdoor Playsets, Kids Outdoor Vehicles, Wagons, Easels, Art Desks, Kitchen and Housekeeping Playsets, Treadmills, Ellipticals, Pilates Machines, Home Gyms and Weight Sets, Rowers and Steppers, Inversion Tables, Exercise Bikes, Bikes and Accessories, Scooters, Backboards and Rims, Game Room Tables, Tents, Air Conditioners, select Tool items and Automotive Services. Offer applies to merchandise shipped via normal UPS ground service only (most items under 150 lbs). Offer does not extend to items purchased from landsend.com, Sears Parts Direct, Sears licensed partner websites, digital services, Sears Presents, and Shop At Home catalogs. Free shipping value varies by ship to location. Items shipped via lowest cost or ground shipping method. Lowest cost and ground shipping methods only apply to orders shipped to the US continental 48 states, and the District of Columbia (does not apply to shipments to Alaska, Hawaii, Puerto Rico, Guam, Canada, Mexico, the U.S. Virgin Islands or to Military APO/FPO addresses). Products over 35lbs cannot be shipped to APO/FPO locations - all APO/FPO shipments are USPS. Estimated offer value ranges from $6.80 to $64. Offer excludes shipping costs on Oversized Shipping or In-Home Oversized Shipping Items.” Additionally, the page also says: “How to get FREE Shipping when you shop at Sears.” “Only items Sold by Sears are eligible for the FREE Shipping on qualifying orders. Exclusions apply.” As illustrated above, only items sold by Sears are eligible for free shipping and only mailable items would be included; oversized or large and heavy items are excluded. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Accordingly, Mr. [redacted] would need to contact [redacted] in regard to his order. The phone number is listed on their merchant page, but it is [redacted] and their email address is [redacted]. Mr. W[redacted] purchase would be subject to the terms of [redacted]s Return Policy, which is also noted on our site if he decides that he wishes to return his merchandise. It is: “If you have any problems with your order or you need us to track a package please e-mail us immediately. Most large freight items are Basic curbside delivery, no flights of stairs, no unpacking (they do not wait for you to unpack). If you wish to upgrade to Gold delivery please contact us prior to shipping. If you wish to make a return for any reason please contact us within 5 days of receiving the order. Customer pays return freight plus a 10% - 20% restocking fee for all returned merchandise damaged or otherwise. If items arrive with damage we reserve the right to repair or replace the damaged part or send out a new item to satisfy the order, if customer does not want the item it is treated as a return and all conditions and re-stocking fees will apply as a normal return if customer refuses replacement or repair. Orders cannot be canceled after they have been marked as shipped thru Sears.com. Any items that are refused without prior authorization will be held until the customers contacts us for an authorization and will incur all return shipping and restocking fees. We do not re-imburse any shipping charges to or from the customer for returns. Free shipping promotions will be charged the actual shipping costs on return of the products. All returns for any reason damaged or otherwise need to be in original manufacturer packaging and un-assembled. Once the item has shipped out any cancellation will be treated as a return and will incur all shipping charges and re-stocking fees. All sofa and Custom made pillow orders are final sale and are not returnable, all custom sofas are non-refundable once the order is placed. If a sofa or custom sofa order is refused or returned no refund will be given. All Mattress and Sheet orders are non-refundable. Please make sure to note any and all damages on the Waybill at the time of delivery for all freight orders, also note there was damage to packaging at the time of delivery , if there is no damage noted we are not responsible for any damages after the delivery team leaves if nothing was noted at the time of delivery. [redacted] or it's affiliates or employees offer no warranties expressed or implied by e-mail or phone for any of the products sold, individual manufacturers warranties may apply to certain products and those products will include warranty information provided by the manufacturer. [redacted] or it's affiliates or employees are in no way responsible for the servicing, repair, or shipping for any items that may be covered under the manufacturer warranties. All our merchandise is described from the photo shown of the product from our manufacturers details, some items may vary slightly in wood tone, fabric, or measurements. We are not responsible for slight measurement or descriptive errors, if you have any questions please feel free to ask us before you purchase to verify any measurements, colors or wood tones. Any returns for the above reasons need to follow our returns policies.” In closure, since we find that the terms of both promotions were clearly listed and the page for the item in question identified the seller, we are unable to assist further and we have closed our file. 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, [redacted] Specialist, Regulatory Complaints [redacted]
July 20, 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 a recent purchase....
We would like to point out that the material provided with this patio furniture notes: “store indoors during long periods of inclement weather. Make sure furniture is completely dry before storage. Use a proper outdoor cover when left outside during inclement weather or when not in use.” Accordingly, we feel that the exposure to harsh weather elements may have caused the breakdown Ms. [redacted] spoke of. Despite that fact, we are going to allow Ms. [redacted] to return the items in the interest of consumer satisfaction. To that end, a [redacted] Call Tag should be emailed to Ms. [redacted] within 48 business hours. We have also sent an email with directions regarding how this should be handled. Once the item is received back in our warehouse, a refund will be issued. Should she have any other questions, Ms. [redacted] may contact me during normal business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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]
September 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Jean G[redacted]-O[redacted]
Dear [redacted]
We have not fully completed our investigation of Ms. O[redacted] complaint regarding her dissatisfaction with performance of...
her washer and the multiple repair attempts to resolve the oversudsing issue.
We apologize for the delay in responding to this complaint. We reviewed the service history on the dishwasher and on May 16, 2017 and again on June 20, 2017 our technicians assessed the dishwasher and were unable to duplicate the oversudsing issue. The technicians noted that they ran a full cycle and the dishwasher did not leak and confirmed that the unit was operational. The technicians noted that they instructed Ms. O[redacted] to change the detergent that she is using. On July 24, 2017 Ms. O[redacted] reported that the dishwasher was still leaking (suds) and our technician returned on August 15, 2017. Our technician inspected the dishwasher and found that the drain hose under the counter was too low and made an adjustment. The technician ran a completed cycle and found no leaks or oversudsing. However, on August 27, 2017 Ms. O[redacted] sent photos of the dishwasher full of suds again and the suds leaked out of the dishwasher unto her floor.
We reached out to our Strategic Technical Assistance Center (STAC) for assistance and provided the photos for review. STAC stated that suds this bad is definitely an indication of either the wrong kind of soap being used or too much is being used. STAC also mentioned that if a water softener is used on the dishwasher, the unit must be cleaned out regularly to prevent soap residue build-up. We contacted Ms. O[redacted] and she confirmed that she does not have a water softener in her home. She also confirmed that she only uses a rinse-aid as instructed in the manual. Ms. O[redacted] stated that she was using the same automatic dishwasher powder that she used for years on her previous dishwasher; however, the first technician advised her to switch to Finish powerballs which are pre-measured packets. Ms. O[redacted] claims that she has used the packets, but the dishwasher continues to have the same issue, and that it is an intermittent problem. She will use the dishwasher around 6 times and then it will have the over-sudsing issue. Since the technicians run one cycle, they are not able to duplicate the problem. We advised Ms. O[redacted] that we would schedule service with a senior technician and would monitor the repair. Ms. O[redacted] agreed to use Lemi-Shine to remove any residue from the dishwasher. We have reached out to our service management team and provided the details listed above. Ms. O[redacted] will be contacted to schedule a service at no charge. We are committed to providing a fair and equitable resolution. Once we review the technician’s findings, we will come to a decision. In the interim, should Ms. O[redacted] have any questions, she may contact me directly at [redacted]
We apologize to Ms. O[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 S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order. ...
Unfortunately, it appears that there was an error made in the listing for the bundle Ms. [redacted] ordered. We are sending a gift card for $120.00 to [redacted] email address. It should arrive within 72 business hours. This should cover the cost of the stand (item number [redacted] We appreciate [redacted] patronage and apologize for any inconvenience she may have experienced as a result of this issue. In 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 18, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. W[redacted] complaint regarding her...
dryer. We spoke with Ms. W[redacted] in response to this complaint and arrangements were made to supply her with the matching dryer. That new dryer was delivered on August 14, 2017 according to our records. Since we have granted Ms. W[redacted] request as noted above, we have closed our file.We apologize to Ms. W[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 Complaint SpecialistSears Holdings Corporation[redacted]
Initial Business Response /* (1000, 5, 2015/09/30) */
Contact Name and Title:[redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 30, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her recent online order.
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.
Our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]'s case, the order was fulfilled by Sky Innovations located at [redacted] XXXXX, phone (XXX) XXX-XXXX, email: [redacted]@gmailc.om. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]'s 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.
While, it is the consumer's responsibility to contact the vendor to address this matter, Sears Online Solutions offered a $15.00 gift card which Ms. [redacted] accepted as a resolution on September 17, 2015. Later that day Ms. [redacted] contacted Sears again for assistance even though a resolution had been agreed upon. Ms. [redacted] reached Sears Social Media who reached out to the Third Party Marketplace vendor, Sky Innovations on her behalf. The marketplace vendor Sky Innovations replied and confirmed that they also resolved the matter by resending the DVD in question. Since Ms. [redacted] did not respond to Social Media regarding the resolution, the case was closed as resolved. In closure, since Ms. [redacted] has received a $15.00 gift card for the DVD valued at $11.05 and the vendor has mailed a replacement DVD, 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
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The 3rd party market shipped me out a new DVD and sears offered a $15 gift card for all the issues
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Carl [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding his battery. There is...
a Sears Auto Center in Wayne, New Jersey, which is less than 10 miles from Mr. [redacted] home address. The manager there is willing to give Mr. [redacted] a replacement battery if it fails the charge test and needs to be replaced. This would be performed to verify that a battery is defective prior to providing replacement in any instance. Mr. [redacted] will also be required to provide a copy of his receipt as proof of purchase, which again would be required of anyone requesting relief under their manufacturer’s warranty. Mr. [redacted] may contact the [redacted] and ask for the manager, Alexander, or Victor, his assistant, at [redacted] during normal business hours if he has any further questions. In the meantime, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Hi There,This was sent in error. We are not Sears, we are a staffing firm. We do not sell wine coolers.Thanks,[redacted]
December 29, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tenisha [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience of a watch. 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 Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by Happydeal-365 located at 15650 Salt Lake Avenue, City of Industry CA 91745, Email: [email protected] and telephone number (818) 851-7856. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s 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. Placing an Order Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies may differ from those offered by Sears. When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise. You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy. 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 found Ms. [redacted] had previously been in contact with (EMS) Executive Member Support, Sears’ escalated complaint department. EMS issued 10,000 in Shop Your Way Reward points which Ms. [redacted] accepted. Finally, after researching the USPS tracking number, we confirmed that the item was not delivered. Therefore, a refund has been processed from the seller’s account. Ms. [redacted]’s credit will post to her account within 3 to 5 business days. In closure, since a refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 18th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via website: Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP)...
regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
I spoke to Mr. [redacted] and asked for him to provide a copy of the statement that shows when he was allegedly charged 2 times. Mr. [redacted] has failed to send a copy of the documents. Our record reflects only the one charge on 4/19/17 and no other. The reason for the charge was because the labor warranty that would have covered the service call expired 3/21/16. Mr. [redacted] had the water heater service call over a year after the warranty expired. SHIP apologizes for any inconvenience he may have experienced.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his Sears home Warranty. We would first like to point out that...
[redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Mr. [redacted] contract. We reached out to CCHS when we received Mr. [redacted] complaint and were informed of the following; The warranty went into effect on 4/10/2017 and the customer placed a claim on a receptacle/outlet on 4/11/2017. April 14th he called in and was advised that a vendor had not yet been assigned to the claim. He was offered [redacted], ([redacted] is an option for the customer when our normal service providers are not able to service in a timely manner, the customer can go to their own selected service provider to have the service done and CCHS will reimburse the customer) or the authorization to use a local, licensed and insured service provider, and he refused. We weren’t able to locate an in-network contractor to service the customer within an acceptable timeframe therefore offered a service provider that is outside our network with the understanding that CCHS would reimburse the customer directly for the repairs. Mr. [redacted] declined this option and requested the cancellation of the Sears Home Warranty which was done and his refund went back on his [redacted] card ending in [redacted] Since we have addressed Mr. [redacted] complaint and his SHW has been cancelled we have closed this case. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [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. After I submitted my complaint to you (outside of SEARS) I finally got help with my problem. So gratified. Thank you -- and now I can say thank SEARS. I would hope in the future that SEARS find ways to address customer needs themselves without outside intervention.
Sincerely,
Erik [redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have not fully completed our investigation of Mr. [redacted] complaint regarding service under his Sears Appliance warranty We...
apologize for the delay in responding to this complaint. We forwarded this matter to [redacted] who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr. [redacted] have any questions, he may contact me directly at [redacted] We apologize again 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 Complaint Specialist Sears Holdings Corporation [redacted]
May 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with...
our customer service and non-receipt of a refund for her cancelled layaway. It is unfortunate that we failed [redacted] expectations when she recently used Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that our automatic refund system cancelled [redacted] layaway and issued a credit of $602.50 to each of 2 [redacted] gift cards on March 20, 2016. These refunds were later rejected by [redacted] and returned to our store’s account. As such, a check for $1,205.00 was issued on May 11, 2016, and mailed to the address [redacted] provided. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. [redacted] is welcome to contact [redacted], Manager for Sears Store number [redacted] if she has any further questions about this issue or her refund. We respectfully ask to have this matter closed, since we have noted [redacted] comments and the requested 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]
February 22, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Bernadette D[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. D[redacted] complaint regarding the fridge she purchased on October 1, 2017.After reviewing Ms....
D[redacted] complaint and our records, we were able to confirm that Ms. D[redacted] agreed on the offer of ordering a set of door bins due to arriving with cosmetic damage. We contacted our parts department and confirmed that an order of door bins were mailed out to Ms. D[redacted] on November 12, 2017. We reached to Ms. D[redacted] via email on February 21, 2018 and were informed that she has yet to receive the needed door bins. At this time, a new order for a set of door bins was processed and completed for Ms. D[redacted] In addition, we issued a $50.00 gift card via [redacted] We ask Ms. D[redacted] to allow 7-14 business days for the parts and gift card to arrive. Since we have ordered a new set of door bins for Ms. D[redacted] and courtesy compensation was provided, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
January 18, 2017 [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] complaint regarding her refrigerator repair. ...
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] On November 30, 2016, a Sears Service technician examined Ms. [redacted] refrigerator and determined that the evaporator cover, bimetal and heater needed to be replaced. The parts were ordered and the technician returned on January 16, 2017, to install the parts. Unfortunately, the repair took longer than expected; the first appointment for December 21, 2016, was canceled because the technician was sick, and the second appointment for January 9, 2017, was canceled and rescheduled because of inclement weather. While we understand that Ms. [redacted] would like the refrigerator replaced; this decision would need to be made by [redacted], the warrantor of Ms. [redacted] service contract, not Sears Home Services. Sears Home Services is only the service provider authorized by [redacted] to repair Ms. [redacted] refrigerator. With that said, since Sears Home Services has completed the repair to Ms. [redacted] refrigerator, as mandated by her [redacted] service contract, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 26, 2017
[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 dissatisfaction with the scheduling issues for the...
repair of her tractor.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced with the service delay of her tractor. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Ms. [redacted] complaint we reached out to our service unit for assistance with the scheduling issue. Ms. [redacted] was contacted and an accommodation was made to service the tractor on May 15, 2017. Regrettably, the tech was injured that day and service was rescheduled to May 18, 2017. Our technician assessed the tractor and ordered a part. He returned on May 25, 2017 and installed the part to complete the repair. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file.
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 Complaint Specialist
Sears Holdings Corporation
[redacted]
August 9, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dianne E. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations and we can understand her frustrations 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. After reviewing the notes in the order, we show that Sears Online indicated there was a delay with receiving gift cards. However, the system shows that the replacement Kmart Gift Card has been processed which will be shipped by mail. Additionally, we hope that in the future Ms. [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 Ms. [redacted] concerns and respectfully ask to have this matter closed, pending her 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 Colburn Regulatory Complaint Specialist Sears Holdings Corporation
[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 appliances purchased from Sears. The warranty dates have been changed to...
September 1, 2016. The Master Protection Agreements on the range and refrigerator have also been moved and the dates adjusted. Since we have made the aforementioned adjustments, we have closed our file. 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 Claims Specialist Sears Holdings Corporation [redacted]