February 22, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Michael J[redacted] P[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. P[redacted] complaint regarding his recent...
service experience and his request for repair under his Master Protection Agreement. It is unfortunate that we failed Mr. P[redacted] expectations and we can understand his frustration with the series of events noted in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the service history, a replacement was authorized for up to $650.00 to be used towards a new dishwasher at Sears. Additionally, basic installation is covered as well as the uninstallation of the old unit with haul away of the old unit. Finally, our records show that the replacement was processed on January 29, 2018. In the interim, since a replacement has been provided, 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 C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 22, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – James R. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order experience...
and request for a refund. It is unfortunate that we failed Mr. [redacted]’ expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the complaint filed, we found that Sears online issued a return label and we confirmed that the TV was returned on August 8, 2016. Therefore, we have submitted the refund request today and Mr. [redacted] can expect to see a credit post to his account within 3 to 5 business days. For Mr. [redacted]’ records the return receipt number is [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted]’ 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
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears. We have processed an in...
warranty exchange for [redacted]. The new refrigerator has been ordered and will be delivered to his home on Saturday, June 18, 2016. We truly apologize to Mr. [redacted] for the inconvenience noted in his complaint. If [redacted] has any additional concerns, he can contact me via email at [redacted] Since we have processed the aforementioned in warranty exchange, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
June 9, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms[redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered with the installation of...
his range and the quality of the customer service.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled the delivery and installation of his range. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his 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 Mr. [redacted] complaint we reviewed the notes on his order. On May 20, 2016 Mrs. [redacted] called regarding the gap issue after the range was delivered. Ms. [redacted] was instructed to contact our installation department which handles installing kits in regards to gaps between appliances and cabinetry. We apologize for any miscommunication in regards to the true issue. Mrs. [redacted] purchased the installation and an appointment was scheduled with our contractor. According to the notes, the contractor noted that the order was incorrect and it was not an installation issue. The installation order was cancelled and on June 2, 2016 a refund of $229.99 was issued to Mr. [redacted] account ending in [redacted]. We contacted Mr. [redacted] and he confirmed that he hired a contractor to repair the gap issue, and the job was completed on June 6, 2016. With that being said, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
September 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
This letter will acknowledge receipt of the above referenced customer's follow up complaint, which was referred to our office...
for response.
This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Jackie P[redacted]
June 23, 2016 [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 complaint regarding her refrigerator and her request to...
have the unit replaced under his Master Protection Agreement (MPA). Upon receipt of Ms. [redacted]’s complaint, we reviewed her service history to determine whether she qualifies for a replacement refrigerator. Our records show that Ms. [redacted] purchased the Master Protection Agreement (MPA) on March 13, 2013. Within the last year, Ms. [redacted] has had two qualifying service calls completed. On March 5, 2016, under service order [redacted] the technician replaced the freezer rails and door gasket. He also instructed her to cover the food in the unit. Under service order [redacted] (completed June 14, 2016), a new freezer door gasket was installed. There was a third service call scheduled for June 22, 2016, moved up from July, but when he went to her home she refused to let him enter. While we understand that Ms. [redacted] is frustrated and feels that her refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose 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. Your request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Ms. [redacted]’s refrigerator has only had two qualifying repairs to date. As to Mr. [redacted]’s request for food loss; our records show that she was sent a check for $215.47 on April 4, 2016. Per the terms of her MPA, she is eligible for a maximum of $250.00 per year. Ms. [redacted] can file a new food loss claim for the remaining available monies - $34.53 – by calling [redacted] With that said, since we have explained why a replacement is currently not an option for Ms. [redacted], and documented her concerns with the repair process, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her...
microwave repair. It is regrettable that we failed Ms. [redacted] expectations when she recently requested service for her microwave. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted Sears Home Warranty for assistance. [redacted]r with Sears Home Warranty responded that Ms. [redacted] coverage was reinstated on February 15, 2017, and the repair to her microwave was completed on February 18, 2017. With that said, since we have documented Ms. [redacted] concerns with the repair process and we have confirmed that her microwave repair has been completed, 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
April 5, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Julie M. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience...
and request have the items shipped to the correct address or remove all charges from her account. We would first like to apologize for any misinformation regarding the delivery of Ms. [redacted]’s online order. After reviewing the notes in order, we sent an email to Sears International Customer Service to research further. We received a response on March 29, 2017, that the order was processed successfully to the shipping address of [redacted] Room [redacted] Seoul Korea, Rebuplic Of – KR 08840. The address [redacted], LOCKBOURNE, OH 43137 is Borderfree Hub’s address and the shipment goes to them and then it gets shipped internationally as they are the shipping partners for international orders. We apologize again for any confusion this order may have caused. 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]’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
Initial Business Response /* (1000, 10, 2015/10/02) */
October 2, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed our investigation of Ms.[redacted] complaint regarding...
lawn care benefits under their Repair Protection Agreement (RPA).
We regret that the misinformation he received regarding lawn care caused him any inconvenience. It is true that there was a change in the terms and benefits in June of this year under the RPA but this only affects those RPA's that were purchased in June of 2015 and after. Since the[redacted] purchased their RPA in 2013 this change does not affect their current coverage. If they chose to renew the RPA in 2016 then the new terms and conditions will apply at that time.
With that being said we have processed a check for the lawn care reimbursement in the amount of $150.00. I have provided Mr.[redacted] with my direct contact information if they are still in need of assistance. In the mean time since we have processed the promised lawn care amount of $150.00 and this was accepteable to the[redacted] we have closed our case.
We apologize to Ms.[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
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company agreed to provide the promised amount of $150.00
June 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with several repairs to...
his replacement refrigerator and his request to receive a different refrigerator. Under [redacted] warranty, and the transferred coverage of the Service Smart Agreement (SSA) that was applied to the replacement refrigerator, he does not meet the criteria for a refund or exchange and he is outside the 30 day window from the date of purchase in which that would have been option without meeting any conditions. With that said, we can also understand why [redacted] might be uneasy considering the history of his previous refrigerator purchase. That is why we are willing to make a one-time courtesy exception and allow him to select another refrigerator for the same purchase as what he spent on the current refrigerator. That amount prior to tax was $1799.99. Our records indicate that on June 2nd, [redacted] was advised to reselect a new refrigerator and call our customer support group back with the item number. There are no notes after that and it does not appear that a replacement was ever processed. At this point, [redacted] is welcome to look online or in a local Sears store to see what other model he would like. He can then call me with that item number and I will process the exchange for him either over the phone or via email. If he selects something with a sales price of $1799.99 or less before the tax, he will owe nothing out of pocket to have us deliver the new refrigerator and remove the old. If he selects something more, he would just owe the difference and any tax on that difference. If he selects something for less then he would forfeit any difference. I can be reached via email at [redacted] or via phone at [redacted]. It is important that [redacted] contact me for this processing as it is not something that can be done at any of our stores. In the interim, since we are willing to honor [redacted] requested resolution even though he does not yet meet the terms normally to receive this, we have closed our file. We apologize to [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]Team Manager, Regulatory Complaints[redacted]
2017 [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 his dissatisfaction with our customer service and non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted]’ expectations when he recently placed an order with 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. As clarification, “Bait and Switch” is defined to mean “An illegal tactic in which a seller advertises a product with the intention of persuading customers to purchase a more expensive product.” However, we did not find any indication that our associates and online agents made any suggestions regarding the pricing or selection of a different item. Mr. [redacted]’ experience instead seems to be the result of an inventory discrepancy. With that having been said, our records indicate that Eichelle [redacted] Assistant Manager for Sears Store number [redacted] assisted Mr. [redacted] by offering to cancel his online order and place a new order for store pick up on January 31, 2017. Ms. [redacted] also made an offer to compensate Mr. [redacted] for his truck rental and overall customer service experience. He accepted her offer and indicated that it met with her approval. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted]’ comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 31, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Terry [redacted]
Dear Ms[redacted]
We have completed the investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction with the problems he encounters when he attempts to cash his checks at the Kmart Store.
Our check cashing services work fine in most instances for most of our customers and it provides them with a service they might not otherwise have access to. However, there is a lot of liability that is inherent in providing check cashing services, and unless the transaction is verified properly we are not willing to take on even further liability for a service that we are under no obligation to provide. As a courtesy only for failing his expectations, we already provided Mr. [redacted] with $100.00 in compensation. If he still chooses to use our check cashing services after we have already informed him that there will be issues at times, then that is his choice; but we would not offer him compensation each time for something he chose to do while knowing the possible consequences. The fact is that if we cannot meet Mr. [redacted]’s needs, then we suggest he should cash his checks elsewhere. Then he would not need to worry further about any system problems that might inhibit his ability at times to cash a check. We respectfully ask to have this matter closed at this time.
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 Claims Specialist
Sears Holdings Corporation
[redacted] matilda.[redacted]@searshc.com
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. I have reached out to Tammie via phone and email and have not recieved any response.
Sincerely,
Shawn [redacted]
[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 Sears Holdings Corporation. Ms. [redacted] damage claim is being addressed by our third-party claims administrator, [redacted]. Ms. [redacted] claim number is [redacted]. If Ms. [redacted] has any questions regarding her claim, we ask that she contact [redacted] at [redacted]. Per our protocol, once a consumer has been assigned a claim number through [redacted], they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Ms. [redacted] issue, regardless of the decision made. If Ms. [redacted] has any concerns or questions regarding her claim, we ask that she speak with [redacted]. With that said, since [redacted] is the party responsible for addressing Ms. [redacted] damage claim, not Sears, we ask that this matter 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 Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: [redacted]
October 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94572130 - Danielle [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
It is unfortunate that we failed Ms. [redacted]'s expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and 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. After reviewing the notes in her order, we processed a request for the refund from the Third Party Marketplace vendor, [redacted]. Accordingly, a refund of $17.90 will be credited to Ms. [redacted]'s [redacted] account ending in 3580 within 3 to 5 business days. We apologize again for any inconvenience Ms. [redacted] may have experienced with the order she placed with [redacted], [redacted]. In the interim, since a refund has been processed, 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
Complaint: [redacted]
I am rejecting this response because: The purchase was done thru a layaway plan Online and picked up in store. The item was picked up December 12th, However in the state of Maryland that is when there is snow on the ground this item was purchased as a Christmas gift. If it's during the winter the bike can not be used. So that is correct it was in April when I noticed the product wasn't working because that's when the product was opened. In April once all the snow has been cleared and melted. Regardless if it has been 30 days or not I don't see why sears won't do an exchange i'm not asking for my money back I asking for a working product. I spent $400.00 on something that isn't working. As a customer I think sears shouldn't have a problem with an exchange. When I spoke to customer service I was told it shouldn't be a problem to do an exchange so that's what I am expecting.
Sincerely,
Doris [redacted]
July 28, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding the failure of her refrigerator and her inability...
to receive a warranty replacement. Upon receipt of Ms. [redacted]’s complaint, we contacted our Commercial Sales group as they are the ones that supply our military bases with products to sell on base. They were able to reach out to Ms. [redacted] and arrange the replacement. It is our understanding that the warranty replacement has now been delivered and that the issue was resolved; therefore, 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]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
May 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her...
grill. First of all, we want to address the “protective coating” [redacted] mentioned. Since her grill may contain some stainless steel elements or components, we want to note that many people feel that stainless steel does not rust. Stainless steel is rust resistant; it is not rust proof. Stainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliances. The [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metal... Stainless steel may rust if something such as harsh chemicals removes the oxide layer. Damage that cuts below the surface of an appliance may rust if not sealed or exposed to moisture. Stainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes off. If you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting…” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitive. Most have a stainless steel finish and then a different metal underneath. These grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see any sort of deterioration like this on parts other than the burners is if the cleaning instructions listed on pages 8, 9, and 10, of [redacted] owner's manual are not followed. Especially vital is cleaning the grease tray after each use. If not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolved. Regardless, as we noted before, [redacted] manufacturer’s warranty only covers her burners at this point in time. The third reason is that our return policy was only valid for 90 days from the date of purchase and that time period has long since passed since the grill was bought in 2013 according to our records. Finally, the terms of [redacted] Repair Protection Agreement (RPA) specifically note that issues that may arise from rust or corrosion are excluded. While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasons. The first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and 10 of [redacted]s’ owner's manual are not followed. Especially vital is cleaning the grease tray after each use. If not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolved. The second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust since it is considered to be corrosion and preventable as illustrated above. The manufacturer’s warranty only covers her burners at this point in time in regard to rust. Additionally, [redacted]s’ service contract, the RPA, excludes any repair or parts that may prove necessary due to rust or corrosion. Finally, the third reason is that our return policy was only valid for 90 days from the date of purchase and that time period has long since passed. In closure, should [redacted] wish for us to send a set of burners to her home free of charge, she may contact me via email at [redacted] during normal business hours. If the grill is repairable and the necessary parts are available, according to the terms of [redacted] RPA, she is due a 25% discount off of any parts or repairs that are not covered. We can provide her with an estimate if the situation is repairable and factor in the 25% discount. If the situation is not repairable, [redacted] can cancel her RPA and receive a pro-rated refund according to the cancelation clause. Should [redacted] then decide that she wishes to purchase a new grill from Sears, we would be willing to provide her with a 10% discount as a courtesy. This would apply in addition to current sale prices, but no to clearance, closeout, floor model, previously used or outlet merchandise. Again, [redacted] may email me at [redacted] during normal business hours if she wishes to accept one of the offers noted above. In light of the aforementioned information, we have closed our file. We apologize to [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]
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and...
request for a refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. 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 her order we found that the item was lost in transit. Therefore, we have processed a full refund of $625.86 back to her Visa account ending in 6899. This credit should post to her account within 3 to 5 business days. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a refund has been provided, 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,
February 22, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Michael J[redacted] P[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. P[redacted] complaint regarding his recent...
service experience and his request for repair under his Master Protection Agreement. It is unfortunate that we failed Mr. P[redacted] expectations and we can understand his frustration with the series of events noted in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the service history, a replacement was authorized for up to $650.00 to be used towards a new dishwasher at Sears. Additionally, basic installation is covered as well as the uninstallation of the old unit with haul away of the old unit. Finally, our records show that the replacement was processed on January 29, 2018. In the interim, since a replacement has been provided, 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 C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 22, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – James R. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order experience...
and request for a refund. It is unfortunate that we failed Mr. [redacted]’ expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the complaint filed, we found that Sears online issued a return label and we confirmed that the TV was returned on August 8, 2016. Therefore, we have submitted the refund request today and Mr. [redacted] can expect to see a credit post to his account within 3 to 5 business days. For Mr. [redacted]’ records the return receipt number is [redacted]. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted]’ 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
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from Sears. We have processed an in...
warranty exchange for [redacted]. The new refrigerator has been ordered and will be delivered to his home on Saturday, June 18, 2016. We truly apologize to Mr. [redacted] for the inconvenience noted in his complaint. If [redacted] has any additional concerns, he can contact me via email at [redacted] Since we have processed the aforementioned in warranty exchange, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
June 9, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms[redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problems he encountered with the installation of...
his range and the quality of the customer service.
It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled the delivery and installation of his range. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his 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 Mr. [redacted] complaint we reviewed the notes on his order. On May 20, 2016 Mrs. [redacted] called regarding the gap issue after the range was delivered. Ms. [redacted] was instructed to contact our installation department which handles installing kits in regards to gaps between appliances and cabinetry. We apologize for any miscommunication in regards to the true issue. Mrs. [redacted] purchased the installation and an appointment was scheduled with our contractor. According to the notes, the contractor noted that the order was incorrect and it was not an installation issue. The installation order was cancelled and on June 2, 2016 a refund of $229.99 was issued to Mr. [redacted] account ending in [redacted]. We contacted Mr. [redacted] and he confirmed that he hired a contractor to repair the gap issue, and the job was completed on June 6, 2016. With that being said, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
September 21, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
This letter will acknowledge receipt of the above referenced customer's follow up complaint, which was referred to our office...
for response.
This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Jackie P[redacted]
June 23, 2016 [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 complaint regarding her refrigerator and her request to...
have the unit replaced under his Master Protection Agreement (MPA). Upon receipt of Ms. [redacted]’s complaint, we reviewed her service history to determine whether she qualifies for a replacement refrigerator. Our records show that Ms. [redacted] purchased the Master Protection Agreement (MPA) on March 13, 2013. Within the last year, Ms. [redacted] has had two qualifying service calls completed. On March 5, 2016, under service order [redacted] the technician replaced the freezer rails and door gasket. He also instructed her to cover the food in the unit. Under service order [redacted] (completed June 14, 2016), a new freezer door gasket was installed. There was a third service call scheduled for June 22, 2016, moved up from July, but when he went to her home she refused to let him enter. While we understand that Ms. [redacted] is frustrated and feels that her refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose 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. Your request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” As we stated previously, Ms. [redacted]’s refrigerator has only had two qualifying repairs to date. As to Mr. [redacted]’s request for food loss; our records show that she was sent a check for $215.47 on April 4, 2016. Per the terms of her MPA, she is eligible for a maximum of $250.00 per year. Ms. [redacted] can file a new food loss claim for the remaining available monies - $34.53 – by calling [redacted] With that said, since we have explained why a replacement is currently not an option for Ms. [redacted], and documented her concerns with the repair process, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her...
microwave repair. It is regrettable that we failed Ms. [redacted] expectations when she recently requested service for her microwave. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint, we contacted Sears Home Warranty for assistance. [redacted]r with Sears Home Warranty responded that Ms. [redacted] coverage was reinstated on February 15, 2017, and the repair to her microwave was completed on February 18, 2017. With that said, since we have documented Ms. [redacted] concerns with the repair process and we have confirmed that her microwave repair has been completed, 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
April 5, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Julie M. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience...
and request have the items shipped to the correct address or remove all charges from her account. We would first like to apologize for any misinformation regarding the delivery of Ms. [redacted]’s online order. After reviewing the notes in order, we sent an email to Sears International Customer Service to research further. We received a response on March 29, 2017, that the order was processed successfully to the shipping address of [redacted] Room [redacted] Seoul Korea, Rebuplic Of – KR 08840. The address [redacted], LOCKBOURNE, OH 43137 is Borderfree Hub’s address and the shipment goes to them and then it gets shipped internationally as they are the shipping partners for international orders. We apologize again for any confusion this order may have caused. 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]’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
Initial Business Response /* (1000, 10, 2015/10/02) */
October 2, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed our investigation of Ms.[redacted] complaint regarding...
lawn care benefits under their Repair Protection Agreement (RPA).
We regret that the misinformation he received regarding lawn care caused him any inconvenience. It is true that there was a change in the terms and benefits in June of this year under the RPA but this only affects those RPA's that were purchased in June of 2015 and after. Since the[redacted] purchased their RPA in 2013 this change does not affect their current coverage. If they chose to renew the RPA in 2016 then the new terms and conditions will apply at that time.
With that being said we have processed a check for the lawn care reimbursement in the amount of $150.00. I have provided Mr.[redacted] with my direct contact information if they are still in need of assistance. In the mean time since we have processed the promised lawn care amount of $150.00 and this was accepteable to the[redacted] we have closed our case.
We apologize to Ms.[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
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 12, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company agreed to provide the promised amount of $150.00
June 21, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with several repairs to...
his replacement refrigerator and his request to receive a different refrigerator. Under [redacted] warranty, and the transferred coverage of the Service Smart Agreement (SSA) that was applied to the replacement refrigerator, he does not meet the criteria for a refund or exchange and he is outside the 30 day window from the date of purchase in which that would have been option without meeting any conditions. With that said, we can also understand why [redacted] might be uneasy considering the history of his previous refrigerator purchase. That is why we are willing to make a one-time courtesy exception and allow him to select another refrigerator for the same purchase as what he spent on the current refrigerator. That amount prior to tax was $1799.99. Our records indicate that on June 2nd, [redacted] was advised to reselect a new refrigerator and call our customer support group back with the item number. There are no notes after that and it does not appear that a replacement was ever processed. At this point, [redacted] is welcome to look online or in a local Sears store to see what other model he would like. He can then call me with that item number and I will process the exchange for him either over the phone or via email. If he selects something with a sales price of $1799.99 or less before the tax, he will owe nothing out of pocket to have us deliver the new refrigerator and remove the old. If he selects something more, he would just owe the difference and any tax on that difference. If he selects something for less then he would forfeit any difference. I can be reached via email at [redacted] or via phone at [redacted]. It is important that [redacted] contact me for this processing as it is not something that can be done at any of our stores. In the interim, since we are willing to honor [redacted] requested resolution even though he does not yet meet the terms normally to receive this, we have closed our file. We apologize to [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]Team Manager, Regulatory Complaints[redacted]
February 15,...
2017 [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 his dissatisfaction with our customer service and non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted]’ expectations when he recently placed an order with 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. As clarification, “Bait and Switch” is defined to mean “An illegal tactic in which a seller advertises a product with the intention of persuading customers to purchase a more expensive product.” However, we did not find any indication that our associates and online agents made any suggestions regarding the pricing or selection of a different item. Mr. [redacted]’ experience instead seems to be the result of an inventory discrepancy. With that having been said, our records indicate that Eichelle [redacted] Assistant Manager for Sears Store number [redacted] assisted Mr. [redacted] by offering to cancel his online order and place a new order for store pick up on January 31, 2017. Ms. [redacted] also made an offer to compensate Mr. [redacted] for his truck rental and overall customer service experience. He accepted her offer and indicated that it met with her approval. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mr. [redacted]’ comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 31, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Terry [redacted]
Dear Ms[redacted]
We have completed the investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction with the problems he encounters when he attempts to cash his checks at the Kmart Store.
Our check cashing services work fine in most instances for most of our customers and it provides them with a service they might not otherwise have access to. However, there is a lot of liability that is inherent in providing check cashing services, and unless the transaction is verified properly we are not willing to take on even further liability for a service that we are under no obligation to provide. As a courtesy only for failing his expectations, we already provided Mr. [redacted] with $100.00 in compensation. If he still chooses to use our check cashing services after we have already informed him that there will be issues at times, then that is his choice; but we would not offer him compensation each time for something he chose to do while knowing the possible consequences. The fact is that if we cannot meet Mr. [redacted]’s needs, then we suggest he should cash his checks elsewhere. Then he would not need to worry further about any system problems that might inhibit his ability at times to cash a check. We respectfully ask to have this matter closed at this time.
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 Claims Specialist
Sears Holdings Corporation
[redacted] matilda.[redacted]@searshc.com
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. I have reached out to Tammie via phone and email and have not recieved any response.
Sincerely,
Shawn [redacted]
[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 Sears Holdings Corporation. Ms. [redacted] damage claim is being addressed by our third-party claims administrator, [redacted]. Ms. [redacted] claim number is [redacted]. If Ms. [redacted] has any questions regarding her claim, we ask that she contact [redacted] at [redacted]. Per our protocol, once a consumer has been assigned a claim number through [redacted], they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Ms. [redacted] issue, regardless of the decision made. If Ms. [redacted] has any concerns or questions regarding her claim, we ask that she speak with [redacted]. With that said, since [redacted] is the party responsible for addressing Ms. [redacted] damage claim, not Sears, we ask that this matter 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 Claims Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted]
Contact Phone: [redacted]
October 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: 94572130 - Danielle [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms....
[redacted]'s complaint regarding her recent online order.
It is unfortunate that we failed Ms. [redacted]'s expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and 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. After reviewing the notes in her order, we processed a request for the refund from the Third Party Marketplace vendor, [redacted]. Accordingly, a refund of $17.90 will be credited to Ms. [redacted]'s [redacted] account ending in 3580 within 3 to 5 business days. We apologize again for any inconvenience Ms. [redacted] may have experienced with the order she placed with [redacted], [redacted]. In the interim, since a refund has been processed, 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
Complaint: [redacted]
I am rejecting this response because: The purchase was done thru a layaway plan Online and picked up in store. The item was picked up December 12th, However in the state of Maryland that is when there is snow on the ground this item was purchased as a Christmas gift. If it's during the winter the bike can not be used. So that is correct it was in April when I noticed the product wasn't working because that's when the product was opened. In April once all the snow has been cleared and melted. Regardless if it has been 30 days or not I don't see why sears won't do an exchange i'm not asking for my money back I asking for a working product. I spent $400.00 on something that isn't working. As a customer I think sears shouldn't have a problem with an exchange. When I spoke to customer service I was told it shouldn't be a problem to do an exchange so that's what I am expecting.
Sincerely,
Doris [redacted]
July 28, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’ complaint regarding the failure of her refrigerator and her inability...
to receive a warranty replacement. Upon receipt of Ms. [redacted]’s complaint, we contacted our Commercial Sales group as they are the ones that supply our military bases with products to sell on base. They were able to reach out to Ms. [redacted] and arrange the replacement. It is our understanding that the warranty replacement has now been delivered and that the issue was resolved; therefore, 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]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
May 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her...
grill. First of all, we want to address the “protective coating” [redacted] mentioned. Since her grill may contain some stainless steel elements or components, we want to note that many people feel that stainless steel does not rust. Stainless steel is rust resistant; it is not rust proof. Stainless steel is milled into sheets and often used as a finish or top layer in cookware, cutlery, hardware, surgical instruments and major appliances. The [redacted] explains that, “Stainless steel is rust resistant because it forms an oxide layer that protects the underlying metal... Stainless steel may rust if something such as harsh chemicals removes the oxide layer. Damage that cuts below the surface of an appliance may rust if not sealed or exposed to moisture. Stainless does not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes off. If you see red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting…” Additionally, we are not aware of any consumer based grills or major appliances for that matter that are solid stainless steel as the cost would be prohibitive. Most have a stainless steel finish and then a different metal underneath. These grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see any sort of deterioration like this on parts other than the burners is if the cleaning instructions listed on pages 8, 9, and 10, of [redacted] owner's manual are not followed. Especially vital is cleaning the grease tray after each use. If not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolved. Regardless, as we noted before, [redacted] manufacturer’s warranty only covers her burners at this point in time. The third reason is that our return policy was only valid for 90 days from the date of purchase and that time period has long since passed since the grill was bought in 2013 according to our records. Finally, the terms of [redacted] Repair Protection Agreement (RPA) specifically note that issues that may arise from rust or corrosion are excluded. While realize [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasons. The first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and 10 of [redacted]s’ owner's manual are not followed. Especially vital is cleaning the grease tray after each use. If not cleaned as instructed, the grease and acidic marinades can drip down and cause the material of the grill to corrode because the oxide layer we mentioned before has been damaged and or dissolved. The second reason is that any damages due to rust are excluded under the terms of [redacted] manufacturer’s warranty as most appliance manufacturers’ warranties and our extended warranties do not cover rust since it is considered to be corrosion and preventable as illustrated above. The manufacturer’s warranty only covers her burners at this point in time in regard to rust. Additionally, [redacted]s’ service contract, the RPA, excludes any repair or parts that may prove necessary due to rust or corrosion. Finally, the third reason is that our return policy was only valid for 90 days from the date of purchase and that time period has long since passed. In closure, should [redacted] wish for us to send a set of burners to her home free of charge, she may contact me via email at [redacted] during normal business hours. If the grill is repairable and the necessary parts are available, according to the terms of [redacted] RPA, she is due a 25% discount off of any parts or repairs that are not covered. We can provide her with an estimate if the situation is repairable and factor in the 25% discount. If the situation is not repairable, [redacted] can cancel her RPA and receive a pro-rated refund according to the cancelation clause. Should [redacted] then decide that she wishes to purchase a new grill from Sears, we would be willing to provide her with a 10% discount as a courtesy. This would apply in addition to current sale prices, but no to clearance, closeout, floor model, previously used or outlet merchandise. Again, [redacted] may email me at [redacted] during normal business hours if she wishes to accept one of the offers noted above. In light of the aforementioned information, we have closed our file. We apologize to [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]
June 13, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and...
request for a refund. It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. 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 her order we found that the item was lost in transit. Therefore, we have processed a full refund of $625.86 back to her Visa account ending in 6899. This credit should post to her account within 3 to 5 business days. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a refund has been provided, 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,