July 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #945[redacted]- Angela [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Ms. [redacted] complaint regarding the availability of service for a needed repair of a water heater.
In regard to the delay Ms. [redacted] experienced receiving service, it seems there was some confusion regarding the serviceable address. That has since been corrected and service was completed according to our records. We have spoken with Ms. [redacted] and she has provided additional information that we have forwarded to the appropriate parties for consideration as there should not have been so much confusion as to the address. We want to thank Ms. [redacted] for her observations and we want to assure her that this matter will be reviewed. That said, we offered to provide Ms. [redacted] with a $50.00 gift card or to purchase an additional year of coverage for the water heater in question on her behalf as a conciliatory gesture, but she declined. Should Ms. [redacted] wish to reconsider, she may contact me at the email address listed below during normal business hours or she may respond to the email she was sent again. It is unfortunate that Ms. [redacted] remains dissatisfied, but it is our hope that we can provide the type of customer service we strive for on her next service appointment should the need for one arise. In light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Tammie.[redacted]@searshc.com
(512) [redacted]
September 16, 2016
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 allegation that the dishwasher that he purchased at our...
outlet store was delivered damaged, and that the store is not assisting.
We reached out to David [redacted] Store Manager for Outlet Store [redacted], to assist with Mr. [redacted] complaint. Mr. [redacted] confirmed that the dishwasher was not damaged at the time of selection. Mr. [redacted] contacted our delivery team regarding the damage and they stated that Mrs. [redacted]igned for the delivery and there are no notes regarding any damage. As a good-will gesture, Mr. [redacted] contacted Mr. [redacted] and offered to exchange the dishwasher or to compensate him for the damage. Mr. [redacted] decided to keep the damaged dishwasher and accepted a $100 credit instead. On September 16, 2016 Mr. [redacted] issued the credit and Mr. [redacted] should receive the bank check within 10 – 14 business days. With that being said, since we have addressed the issue brought forth in Mr. [redacted]s complaint, 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]
Complaint: [redacted]
I am rejecting this response because:My complaint is not that I was unable to return the item, it is a matter of timeliness and efficiency. First, I was informed that I would be receiving a shipping label through my email so that I could return the item. As of today (8/4/2016), I have received no such email. Second, I find it frustrating that rather than sending me the correct item, I was informed that I could purchase the item a second time. It was my request that once the chair was returned the correct item be sent to me. The item was not being returned because I wasn't satisfied with the order. It was to be returned because it was the wrong item. To be clear, I purchased two additional items with my order so that I could receive free shipping on my order. (The cost of shipping was close enough to the amount I would have had to spend to receive free shipping). To have me order this item a second time would force me to either pay for shipping myself or order even more additional items so that I could receive free shipping. I have never had a customer service experience so lacking. You have the ability to correct the situation and have chosen not to take that path. I understand that whomever reads this email is not at fault for the wrong chair being sent. I just feel that this process could be much simpler. Had sears.com taken action that would express to me that they valued my business, I would not have been upset about the wrong chair being in the item's package. I understand that these things happen.
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 assuming my account with Sears has been resolved. I never received confirmation my account was credited (as indicated per the phone call from Sears).
Sincerely,
Amanda S[redacted]
January 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Shawn R[redacted] # [redacted] Dear [redacted] We have completed our investigation of Mr. R[redacted] complaint regarding Sears Duct Cleaning. It is...
regrettable that we failed Mr. R[redacted] expectations when he recently contacted Sears Duct Cleaning for service. We value Mr. R[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. R[redacted] for any inconvenience we may have caused. Upon receiving Mr. R[redacted] complaint, we contacted Yvonne S[redacted] with Sears Duct Cleaning for assistance. Ms. S[redacted] responded that she has been working with Mr. R[redacted] prior to receiving this complaint. Ms. S[redacted] advised that a re-cleaning has been provided and that Mr. R[redacted] is satisfied with the outcome. Additionally, the damaged floor issue is being addressed. Mr. R[redacted] has obtained a repair estimate and is providing it to the local office. If Mr. R[redacted] needs further assistance, he can contact Ms. S[redacted] at ([redacted] In the interim, we have closed our file. Again, we apologize to Mr. R[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
May 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have reviewed Mr. [redacted] rebuttal complaint regarding his recent online order experience and dissatisfaction with the price increase of the merchandise. After reviewing Mr. [redacted] rebuttal and the additional information he provided, we decided to offer a $20.00 gift card. This gift card will cover the price difference if Mr. [redacted] decides to replace a new order. We sent an email correspondence with this information and he replied asking this resolution. Therefore, we have processed the gift card which will be mailed within 7 to 10 business days. Should Mr. [redacted] have any questions, he may contact us via email. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the gift card. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of M[redacted]s complaint regarding issues
surrounding a purchased from Sears Outlet. I
had the pleasure of speaking...
with [redacted]r this morning and he confirmed
that he was aware that the local Outlet center has processed a refund for his
returned refrigerator. Additionally, I was informed that Sears Home Services
was billing him for services on his refrigerator. There should not be any
charges incurred by [redacted]r, the unit was under warranty when it was
services, therefore no fund were due. I have contacted the local service
department as well as our data control center and will have this billing
concern addressed as soon as possible. [redacted]r has my email address as well
as my office number and I have invited him to contact me in the event he has
any additional concerns. That said we ask that this complaint be closed. We apologize to [redacted]r 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 SpecialistSears
Holdings Corporation[redacted]
April 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her...
purchase. First of all, we want to note that consumers are given a copy of the basic terms and conditions of the RPA at the time of purchase in the form of a brochure. Additionally, a full copy is mailed to consumers for their review and they have 60 days within which to cancel the coverage for a full refund if dissatisfied. If [redacted] failed to receive a copy in the mail for some reason or another, it was her responsibility to notify us so that another copy could be provided. As far as the rust is concerned, contrary to common views, stainless steel may 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 Specialty Steel Industry of [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. 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 several 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 7, 8, and 9 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. 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 (except for the burners) since it is considered to be corrosion and preventable as illustrated above. Regardless, [redacted] manufacturer’s warranty only covers her burners at this point in time. 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 since the grill was bought in 2012 according to our records. A review of our records reveals that we have already made an exception in the past and [redacted] was provided with a repair for rust once previously as a courtesy. As a final courtesy, we are willing to provide [redacted] with a 15% discount off of a new grill purchased at Sears. This would apply in addition to current sale prices, but not on clearance, close out, previously used, floor model or outlet items. The offer is only valid for 30 days from the date of this letter; after that, it will be null and void. Should [redacted] wish to accept our offer, I may be reached during normal business hours via email at [redacted]. Since our response is in accordance with the terms of [redacted] RPA as well as her manufacturer’s warranty, we have closed our file. We apologize to [redacted] 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 11593022, and find that this resolution is satisfactory to me.
Sincerely,
Christine [redacted]
May 24, 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 sump...
pump. As clarification, Mr. [redacted] manufacturer’s warranty says “if this pump ever fails it will be replaced free of charge.” The terms of the warranty do not state anything about the replacement model having the same warranty. The warranty does state “if this pump” indicating that the warranty period is for the initial item. Unfortunately, we no longer sell a similar item with a lifetime warranty so any replacement would be subject to the terms of the warranty it carries. Currently, it appears that the item Mr. [redacted] was offered has a three year manufacturer’s warranty. As noted above, we have offered to fulfill Mr. [redacted] lifetime warranty by providing the most comparable item we currently carry as a replacement or the value of the item in the form of a gift card. These are the only options open to Mr. [redacted] at this time. As such, we are unable to grant his request and 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]
Initial Business Response /* (1000, 5, 2015/09/22) */
Contact Name and Title: [redacted]
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]
Dear...
Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with the multiple repair attempts on her refrigerator.
Upon receiving Ms. [redacted]'s complaint, we have reviewed her service history and can understand why she is frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Ms. [redacted]'s refrigerator is covered under a Master Protection Agreement (MPA) and under its terms and conditions, is eligible to receive a replacement if the refrigerator is not repairable, if the unit costs more to repair than it is worth, or if it has had 4 functional failures within a calendar year. At this time, the refrigerator has had 2 functional failures and is currently scheduled for repair on September 24, 2015. Because we value Ms. [redacted]'s patronage, we have scheduled a lead technician to come to her home to assess her unit. Unfortunately, a replacement is not an option at this time as she does not have 4 functional failures. That being said, because we are in the process of repairing Ms. [redacted]'s refrigerator, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears is requesting to close the complaint because they are in the process of repairing. Please, I beg of you - do not close the complaint. This is the whole problem, Sears just keeps on sending out technicians, and they keep on ordering and replacing parts, but they don't repair the refrigerator. The refrigerator has not worked since August 10, 2015. It is now September 23, 2015, that's over 6 weeks that the refrigerator has not worked. Sears has been out a total of 5 visits. At this time, parts and labor are over $3,000. I purchased the refrigerator for $3,200., it qualifies to be replaced. I just need Sears to replace the refrigerator, its a lemon. This situation is out of control. I have missed numerous days from work in order to be home for the visits. I am now waiting for another service visit right now. While they scheduled me for 9/22/15, I received a phone call from Sears telling me that they are sending out a senior technician out today 9/23/15, between X:XX - X:XX a.m., and to disregard the email of the previous appointment. I received another email informing me that the appointment is scheduled for 9/24/15 in the afternoon. I contacted Sears to figure out the confusion, they tell me that the appointment is for today, 9/23/15 between 8:00 and 9:00 a.m. It is now 9:16 a.m., and I am waiting for the visit. I just contacted Sears, because no one is here yet. They are now telling me that he will be here at 10:00 a.m. This is a circus, I'm very frustrated and stressed over this situation. It is affecting me negatively and I don't know where to turn at this point. Please do not close the complaint, this is the only way I can seek assistance to my problem.
Final Business Response /* (4000, 10, 2015/09/25) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@searshc.com
September 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s rebuttal regarding her dissatisfaction with the multiple repair attempts on her refrigerator.
We have received Ms. [redacted]'s rebuttal and apologize that she is frustrated with her experience. We had a lead technician come to Ms. [redacted]'s home on September 23, 2015 and several parts have been ordered to repair the refrigerator. The parts are scheduled to be installed on September 30, 2015. Should Ms. [redacted]'s refrigerator not work once the parts are installed, we will replace the unit at that time. Under the terms of her Master Protection Agreement (MPA), she does not currently qualify for a replacement which is why we need to try to repair the refrigerator one more time. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted] case we do apologize that we failed her expectations, but we feel that repairing her refrigerator and offering to replace the unit should it fail again while it is still covered under its MPA is relative to the circumstances and our decision is final.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com
Final Consumer Response /* (2000, 12, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Two (2) repair technicians came today, Wed., 9/30/15, to replace the parts that were ordered last week. After the work performed today, the refrigerator is still not working. The technician placed a sticker on the refrigerator, stating "Replacement Audit Tag", indicating "Not Repairable" and "Scrap Product". The technician told me that Sears will contact me and left. I am waiting to hear from Sears.
November 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Benny S[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. S[redacted] complaint regarding his recent online order...
experience and his request to receive a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. S[redacted] wife placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. S[redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. S[redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. 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. We have reviewed the notes in the order and to resolve this matter, we have issued a full refund of $210.00 and $365.17 under return receipt numbers (0[redacted]). The credit will post to the Sears Plus account within 3 to 5 business days. Mr. S[redacted] may either keep or dispose of the merchandise to his discretion. In closure, since a full 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 C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 19, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Katherine M[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. M[redacted] complaint regarding her customer service experience upon the installation of...
her purchased appliances.After reviewing Ms. M[redacted] complaint and our records, we contacted our installation department and were informed that Ms. M[redacted] was contacted on November 01, 2017 to have the alleged damage addressed. It is our understanding that Ms. M[redacted] had some water damage to the sub floor. This was not visible at the time of original water leak shortly after the installation of Ms. M[redacted] appliance. Ms. M[redacted] received additional fee to have the sub floor replaced. For the additional fees Ms. M[redacted] received, a check in the amount of $200.00 was issued to Ms. M[redacted] on November 01, 2017. As far as the internal investigation that was sent our corporate office, we are unable to discuss what actions are being taken but we can assure Ms. M[redacted] that her concerns have been forwarded to upper management for further review. It is our hope that Ms. M[redacted] purchased appliance will provide her with long term satisfaction. Since we were able to provide a resolution that was to Ms. M[redacted] satisfaction, 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 Ca[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
[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 Home Services and repairs to her refrigerator. It is...
unfortunate that we failed Ms. [redacted] expectations when she called Sears for service on her refrigerator. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on November 8, 2016 when a Sears technician recovered and recharged the sealed system. Laura, customer advocate from the local service unit contacted and spoke with Ms. [redacted] who confirmed that the refrigerator was operating as designed. Laura did leave her number with Ms. [redacted] in the event she was in need of any additional assistance. Since we have confirmed that the repairs have been completed and that the refrigerator was operating properly, we respectfully request that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Judy R[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,
Daniel S[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11734285 - Cynthia [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding the Sears Home Warranty she was mistakenly sold while...
being covered by a Sears Mater Protection agreement. We have confirmed that the Sears Home warranty was cancelled as requested but we also understand that Ms. [redacted] has not yet received the full refund of those funds. We are currently waiting an update from Cross Country Home Services who is the obligor of the Sears Home Services Home and Appliance Warranty Programs. In the interim, should Ms. [redacted] have any questions, she 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
January 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear Ms. [redacted] We...
have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the customer service he received at his local Kmart when he tried to pick up his layaway. It is unfortunate that we failed to meet Mr. [redacted] expectations in regard to the customer service he received during his recent visit to his local Kmart. We value Mr. [redacted] patronage, but we can understand how the series of events noted in his complaint may have exacerbated his frustrations. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to Store Manager [redacted] and the District Manager [redacted] for review. It is our understanding that Mr. [redacted] was contacted by Mr. [redacted] regarding his concerns and that he was satisfied with the outcome. As a conciliatory gesture, Mr. [redacted] is being sent a $25.00 cash card and he is being provided with 20,000 Shop Your Way Reward (SYWR) points. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Kmart has built its reputation upon and strives to provide to each of our customers. In the interim, we have noted Mr. [redacted] candid feedback, and we would like to assure him that we have taken his concerns very seriously. With that said, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 7, 2015/07/06) */
July 6, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the problems he encountered when scheduling a repair on his tractor.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently scheduled a tractor repair. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced when our technician did not show for the scheduled appointment and the appointment was then rescheduled without his knowledge. 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.
On June 19, 2015 we reached out to Mr. [redacted] and offered a sooner service date. Mr. [redacted] accepted the offer and service was scheduled for June 25, 2015. Our records indicate that the repair on the tractor was completed on June 25, 2015. With that being said, since we have addressed the issue brought forth in Mr. [redacted]'s 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
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 9, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician arrived to repair my riding lawn tractor and I was very impressed by his knowledge, courtesy and professionalism. This technician was also very friendly which is a plus in my book. Yes I was happy that they came out for the repair on the 25h of June instead of having to wait until the 9th of July. So with that being said, I no longer wish for the matter pursued any further. I am grateful to all of your staff at the Revdex.com in Chicago for their diligence and hard work helping me resolve the complaint. Keep up the good work and once again thanks again ever so much. Hope you all have a wonderful day!
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: Joanne [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home...
Services records indicate that repairs to Ms. [redacted]’s refrigerator were completed on September 7, 2016. During the service call the technician assigned to the call indicated that he installed a previously ordered thermostat. Additionally, our complaint management program indicates that Ms. [redacted] has spoken with our service contracts office and they have processed a food loss reimbursement check in the amount of $52.95. The aforementioned food loss was approved on September 5th. We apologize to Ms. [redacted] for the inconvenience noted in her complaint, that said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
July 30, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #945[redacted]- Angela [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Ms. [redacted] complaint regarding the availability of service for a needed repair of a water heater.
In regard to the delay Ms. [redacted] experienced receiving service, it seems there was some confusion regarding the serviceable address. That has since been corrected and service was completed according to our records. We have spoken with Ms. [redacted] and she has provided additional information that we have forwarded to the appropriate parties for consideration as there should not have been so much confusion as to the address. We want to thank Ms. [redacted] for her observations and we want to assure her that this matter will be reviewed. That said, we offered to provide Ms. [redacted] with a $50.00 gift card or to purchase an additional year of coverage for the water heater in question on her behalf as a conciliatory gesture, but she declined. Should Ms. [redacted] wish to reconsider, she may contact me at the email address listed below during normal business hours or she may respond to the email she was sent again. It is unfortunate that Ms. [redacted] remains dissatisfied, but it is our hope that we can provide the type of customer service we strive for on her next service appointment should the need for one arise. In light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Tammie.[redacted]@searshc.com
(512) [redacted]
September 16, 2016
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 allegation that the dishwasher that he purchased at our...
outlet store was delivered damaged, and that the store is not assisting.
We reached out to David [redacted] Store Manager for Outlet Store [redacted], to assist with Mr. [redacted] complaint. Mr. [redacted] confirmed that the dishwasher was not damaged at the time of selection. Mr. [redacted] contacted our delivery team regarding the damage and they stated that Mrs. [redacted]igned for the delivery and there are no notes regarding any damage. As a good-will gesture, Mr. [redacted] contacted Mr. [redacted] and offered to exchange the dishwasher or to compensate him for the damage. Mr. [redacted] decided to keep the damaged dishwasher and accepted a $100 credit instead. On September 16, 2016 Mr. [redacted] issued the credit and Mr. [redacted] should receive the bank check within 10 – 14 business days. With that being said, since we have addressed the issue brought forth in Mr. [redacted]s complaint, 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]
Complaint: [redacted]
I am rejecting this response because:My complaint is not that I was unable to return the item, it is a matter of timeliness and efficiency. First, I was informed that I would be receiving a shipping label through my email so that I could return the item. As of today (8/4/2016), I have received no such email. Second, I find it frustrating that rather than sending me the correct item, I was informed that I could purchase the item a second time. It was my request that once the chair was returned the correct item be sent to me. The item was not being returned because I wasn't satisfied with the order. It was to be returned because it was the wrong item. To be clear, I purchased two additional items with my order so that I could receive free shipping on my order. (The cost of shipping was close enough to the amount I would have had to spend to receive free shipping). To have me order this item a second time would force me to either pay for shipping myself or order even more additional items so that I could receive free shipping. I have never had a customer service experience so lacking. You have the ability to correct the situation and have chosen not to take that path. I understand that whomever reads this email is not at fault for the wrong chair being sent. I just feel that this process could be much simpler. Had sears.com taken action that would express to me that they valued my business, I would not have been upset about the wrong chair being in the item's package. I understand that these things happen.
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 assuming my account with Sears has been resolved. I never received confirmation my account was credited (as indicated per the phone call from Sears).
Sincerely,
Amanda S[redacted]
January 3, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Shawn R[redacted] # [redacted] Dear [redacted] We have completed our investigation of Mr. R[redacted] complaint regarding Sears Duct Cleaning. It is...
regrettable that we failed Mr. R[redacted] expectations when he recently contacted Sears Duct Cleaning for service. We value Mr. R[redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize to Mr. R[redacted] for any inconvenience we may have caused. Upon receiving Mr. R[redacted] complaint, we contacted Yvonne S[redacted] with Sears Duct Cleaning for assistance. Ms. S[redacted] responded that she has been working with Mr. R[redacted] prior to receiving this complaint. Ms. S[redacted] advised that a re-cleaning has been provided and that Mr. R[redacted] is satisfied with the outcome. Additionally, the damaged floor issue is being addressed. Mr. R[redacted] has obtained a repair estimate and is providing it to the local office. If Mr. R[redacted] needs further assistance, he can contact Ms. S[redacted] at ([redacted] In the interim, we have closed our file. Again, we apologize to Mr. R[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
May 16, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have reviewed Mr. [redacted] rebuttal complaint regarding his recent online order experience and dissatisfaction with the price increase of the merchandise. After reviewing Mr. [redacted] rebuttal and the additional information he provided, we decided to offer a $20.00 gift card. This gift card will cover the price difference if Mr. [redacted] decides to replace a new order. We sent an email correspondence with this information and he replied asking this resolution. Therefore, we have processed the gift card which will be mailed within 7 to 10 business days. Should Mr. [redacted] have any questions, he may contact us via email. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the gift card. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] We have completed the investigation of M[redacted]s complaint regarding issues
surrounding a purchased from Sears Outlet. I
had the pleasure of speaking...
with [redacted]r this morning and he confirmed
that he was aware that the local Outlet center has processed a refund for his
returned refrigerator. Additionally, I was informed that Sears Home Services
was billing him for services on his refrigerator. There should not be any
charges incurred by [redacted]r, the unit was under warranty when it was
services, therefore no fund were due. I have contacted the local service
department as well as our data control center and will have this billing
concern addressed as soon as possible. [redacted]r has my email address as well
as my office number and I have invited him to contact me in the event he has
any additional concerns. That said we ask that this complaint be closed. We apologize to [redacted]r 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 SpecialistSears
Holdings Corporation[redacted]
April 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her...
purchase. First of all, we want to note that consumers are given a copy of the basic terms and conditions of the RPA at the time of purchase in the form of a brochure. Additionally, a full copy is mailed to consumers for their review and they have 60 days within which to cancel the coverage for a full refund if dissatisfied. If [redacted] failed to receive a copy in the mail for some reason or another, it was her responsibility to notify us so that another copy could be provided. As far as the rust is concerned, contrary to common views, stainless steel may 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 Specialty Steel Industry of [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. 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 several 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 7, 8, and 9 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. 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 (except for the burners) since it is considered to be corrosion and preventable as illustrated above. Regardless, [redacted] manufacturer’s warranty only covers her burners at this point in time. 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 since the grill was bought in 2012 according to our records. A review of our records reveals that we have already made an exception in the past and [redacted] was provided with a repair for rust once previously as a courtesy. As a final courtesy, we are willing to provide [redacted] with a 15% discount off of a new grill purchased at Sears. This would apply in addition to current sale prices, but not on clearance, close out, previously used, floor model or outlet items. The offer is only valid for 30 days from the date of this letter; after that, it will be null and void. Should [redacted] wish to accept our offer, I may be reached during normal business hours via email at [redacted]. Since our response is in accordance with the terms of [redacted] RPA as well as her manufacturer’s warranty, we have closed our file. We apologize to [redacted] 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 11593022, and find that this resolution is satisfactory to me.
Sincerely,
Christine [redacted]
May 24, 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 sump...
pump. As clarification, Mr. [redacted] manufacturer’s warranty says “if this pump ever fails it will be replaced free of charge.” The terms of the warranty do not state anything about the replacement model having the same warranty. The warranty does state “if this pump” indicating that the warranty period is for the initial item. Unfortunately, we no longer sell a similar item with a lifetime warranty so any replacement would be subject to the terms of the warranty it carries. Currently, it appears that the item Mr. [redacted] was offered has a three year manufacturer’s warranty. As noted above, we have offered to fulfill Mr. [redacted] lifetime warranty by providing the most comparable item we currently carry as a replacement or the value of the item in the form of a gift card. These are the only options open to Mr. [redacted] at this time. As such, we are unable to grant his request and 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]
Initial Business Response /* (1000, 5, 2015/09/22) */
Contact Name and Title: [redacted]
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted]
Dear...
Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with the multiple repair attempts on her refrigerator.
Upon receiving Ms. [redacted]'s complaint, we have reviewed her service history and can understand why she is frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Ms. [redacted]'s refrigerator is covered under a Master Protection Agreement (MPA) and under its terms and conditions, is eligible to receive a replacement if the refrigerator is not repairable, if the unit costs more to repair than it is worth, or if it has had 4 functional failures within a calendar year. At this time, the refrigerator has had 2 functional failures and is currently scheduled for repair on September 24, 2015. Because we value Ms. [redacted]'s patronage, we have scheduled a lead technician to come to her home to assess her unit. Unfortunately, a replacement is not an option at this time as she does not have 4 functional failures. That being said, because we are in the process of repairing Ms. [redacted]'s refrigerator, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sears is requesting to close the complaint because they are in the process of repairing. Please, I beg of you - do not close the complaint. This is the whole problem, Sears just keeps on sending out technicians, and they keep on ordering and replacing parts, but they don't repair the refrigerator. The refrigerator has not worked since August 10, 2015. It is now September 23, 2015, that's over 6 weeks that the refrigerator has not worked. Sears has been out a total of 5 visits. At this time, parts and labor are over $3,000. I purchased the refrigerator for $3,200., it qualifies to be replaced. I just need Sears to replace the refrigerator, its a lemon. This situation is out of control. I have missed numerous days from work in order to be home for the visits. I am now waiting for another service visit right now. While they scheduled me for 9/22/15, I received a phone call from Sears telling me that they are sending out a senior technician out today 9/23/15, between X:XX - X:XX a.m., and to disregard the email of the previous appointment. I received another email informing me that the appointment is scheduled for 9/24/15 in the afternoon. I contacted Sears to figure out the confusion, they tell me that the appointment is for today, 9/23/15 between 8:00 and 9:00 a.m. It is now 9:16 a.m., and I am waiting for the visit. I just contacted Sears, because no one is here yet. They are now telling me that he will be here at 10:00 a.m. This is a circus, I'm very frustrated and stressed over this situation. It is affecting me negatively and I don't know where to turn at this point. Please do not close the complaint, this is the only way I can seek assistance to my problem.
Final Business Response /* (4000, 10, 2015/09/25) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@searshc.com
September 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s rebuttal regarding her dissatisfaction with the multiple repair attempts on her refrigerator.
We have received Ms. [redacted]'s rebuttal and apologize that she is frustrated with her experience. We had a lead technician come to Ms. [redacted]'s home on September 23, 2015 and several parts have been ordered to repair the refrigerator. The parts are scheduled to be installed on September 30, 2015. Should Ms. [redacted]'s refrigerator not work once the parts are installed, we will replace the unit at that time. Under the terms of her Master Protection Agreement (MPA), she does not currently qualify for a replacement which is why we need to try to repair the refrigerator one more time. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer's complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted] case we do apologize that we failed her expectations, but we feel that repairing her refrigerator and offering to replace the unit should it fail again while it is still covered under its MPA is relative to the circumstances and our decision is final.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com
Final Consumer Response /* (2000, 12, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Two (2) repair technicians came today, Wed., 9/30/15, to replace the parts that were ordered last week. After the work performed today, the refrigerator is still not working. The technician placed a sticker on the refrigerator, stating "Replacement Audit Tag", indicating "Not Repairable" and "Scrap Product". The technician told me that Sears will contact me and left. I am waiting to hear from Sears.
November 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Benny S[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. S[redacted] complaint regarding his recent online order...
experience and his request to receive a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. S[redacted] wife placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. S[redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. S[redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. 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. We have reviewed the notes in the order and to resolve this matter, we have issued a full refund of $210.00 and $365.17 under return receipt numbers (0[redacted]). The credit will post to the Sears Plus account within 3 to 5 business days. Mr. S[redacted] may either keep or dispose of the merchandise to his discretion. In closure, since a full 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 C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 19, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Katherine M[redacted] Dear Ms. [redacted]We have completed the investigation of Ms. M[redacted] complaint regarding her customer service experience upon the installation of...
her purchased appliances.After reviewing Ms. M[redacted] complaint and our records, we contacted our installation department and were informed that Ms. M[redacted] was contacted on November 01, 2017 to have the alleged damage addressed. It is our understanding that Ms. M[redacted] had some water damage to the sub floor. This was not visible at the time of original water leak shortly after the installation of Ms. M[redacted] appliance. Ms. M[redacted] received additional fee to have the sub floor replaced. For the additional fees Ms. M[redacted] received, a check in the amount of $200.00 was issued to Ms. M[redacted] on November 01, 2017. As far as the internal investigation that was sent our corporate office, we are unable to discuss what actions are being taken but we can assure Ms. M[redacted] that her concerns have been forwarded to upper management for further review. It is our hope that Ms. M[redacted] purchased appliance will provide her with long term satisfaction. Since we were able to provide a resolution that was to Ms. M[redacted] satisfaction, 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 Ca[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
[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 Home Services and repairs to her refrigerator. It is...
unfortunate that we failed Ms. [redacted] expectations when she called Sears for service on her refrigerator. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on November 8, 2016 when a Sears technician recovered and recharged the sealed system. Laura, customer advocate from the local service unit contacted and spoke with Ms. [redacted] who confirmed that the refrigerator was operating as designed. Laura did leave her number with Ms. [redacted] in the event she was in need of any additional assistance. Since we have confirmed that the repairs have been completed and that the refrigerator was operating properly, we respectfully request that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Judy R[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,
Daniel S[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 11734285 - Cynthia [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding the Sears Home Warranty she was mistakenly sold while...
being covered by a Sears Mater Protection agreement. We have confirmed that the Sears Home warranty was cancelled as requested but we also understand that Ms. [redacted] has not yet received the full refund of those funds. We are currently waiting an update from Cross Country Home Services who is the obligor of the Sears Home Services Home and Appliance Warranty Programs. In the interim, should Ms. [redacted] have any questions, she 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, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
January 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear Ms. [redacted] We...
have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the customer service he received at his local Kmart when he tried to pick up his layaway. It is unfortunate that we failed to meet Mr. [redacted] expectations in regard to the customer service he received during his recent visit to his local Kmart. We value Mr. [redacted] patronage, but we can understand how the series of events noted in his complaint may have exacerbated his frustrations. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to Store Manager [redacted] and the District Manager [redacted] for review. It is our understanding that Mr. [redacted] was contacted by Mr. [redacted] regarding his concerns and that he was satisfied with the outcome. As a conciliatory gesture, Mr. [redacted] is being sent a $25.00 cash card and he is being provided with 20,000 Shop Your Way Reward (SYWR) points. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Kmart has built its reputation upon and strives to provide to each of our customers. In the interim, we have noted Mr. [redacted] candid feedback, and we would like to assure him that we have taken his concerns very seriously. With that said, we ask to have this matter closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 7, 2015/07/06) */
July 6, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the problems he encountered when scheduling a repair on his tractor.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently scheduled a tractor repair. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced when our technician did not show for the scheduled appointment and the appointment was then rescheduled without his knowledge. 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.
On June 19, 2015 we reached out to Mr. [redacted] and offered a sooner service date. Mr. [redacted] accepted the offer and service was scheduled for June 25, 2015. Our records indicate that the repair on the tractor was completed on June 25, 2015. With that being said, since we have addressed the issue brought forth in Mr. [redacted]'s 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
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 9, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician arrived to repair my riding lawn tractor and I was very impressed by his knowledge, courtesy and professionalism. This technician was also very friendly which is a plus in my book. Yes I was happy that they came out for the repair on the 25h of June instead of having to wait until the 9th of July. So with that being said, I no longer wish for the matter pursued any further. I am grateful to all of your staff at the Revdex.com in Chicago for their diligence and hard work helping me resolve the complaint. Keep up the good work and once again thanks again ever so much. Hope you all have a wonderful day!
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: Joanne [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home...
Services records indicate that repairs to Ms. [redacted]’s refrigerator were completed on September 7, 2016. During the service call the technician assigned to the call indicated that he installed a previously ordered thermostat. Additionally, our complaint management program indicates that Ms. [redacted] has spoken with our service contracts office and they have processed a food loss reimbursement check in the amount of $52.95. The aforementioned food loss was approved on September 5th. We apologize to Ms. [redacted] for the inconvenience noted in her complaint, that said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com