July 29, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94[redacted] - Andrea [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with the multiple repair...
attempts on the microwave and her request for a replacement or refund.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Ms. [redacted]'s service history, and under the aforementioned terms, she did not meet the criteria for replacement.
Our records indicate that the microwave was installed on January 21, 2014 and the manufacturer's warranty expired on January 21, 2015. Ms. [redacted] contacted us on May 20, 2015 that the microwave was smoking and service was scheduled for May 27, 2015. The technician ordered a new transformer and installed it on June 4, 2015. Regrettably, the part received was defective so the tech had to reorder another transformer. The part was installed on June 8, 2015 and the service order was completed. On June 11, 2105 Ms. [redacted] called again that the microwave was turning on by itself and service was scheduled for June 16, 2015. The technician found that the secondary switch was out of alignment. He adjusted the switch and closed the service order. On June 25, 2015 Ms. [redacted] reported that the microwave is starting by itself again and service was scheduled for July 1, 2015. The technician ordered the main board, and door assembly parts and returned on July 20, 2015 to install the parts. The technician tested proper operation of the microwave and closed the service order. With that being said, since the microwave has been repaired, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda[redacted]@searshc.com
February 15, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11953829 – Mrs. Lorrie L. [redacted] Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her recent online order...
experience and request to return the pool toys for a refund. It is unfortunate that we failed Mrs. [redacted]’s expectations when as we value her patronage. Additionally, we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we confirmed with the credit department that Mrs. [redacted] has received a refund for all items in both orders except for the pool toys. We sent an email correspondence with this information and have asked Mrs. [redacted] to provide us with her physical address so that we can start the process of creating return UPS labels for her. Once the items are return, then a refund will be issued. To ensure that the refund is processed, we ask that Ms. [redacted] contact us via email at [redacted]. 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 Mrs. [redacted]’s concerns and respectfully ask to have this matter closed, pending her response to us via email. 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
August 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Harold M. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a Why Not Lease It (WNLI) agreement....
Each step of the WNLI process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Mr. [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to WNLI. Option 3: buy it out for $XXX.” WNLI has confirmed that consumer are also are also provided with a copy of this agreement via email typically. We want to make it clear that WNLI is a separate entity and Mr. [redacted]’s agreement is with them. We cannot interfere; she will need to contact WNLI with any further questions regarding her lease. WNLI did let us know that they had closed our Mr. [redacted]’s lease on August 10, 2016 with no further payments due as a courtesy. We also had someone contact Mr. [redacted] in regard to his service plan. When they spoke to Mr. [redacted], he told us that his tablet had been stolen. Unfortunately, theft is not covered for under his service plan; therefore, there was nothing that could be done in regard to that matter and we have closed our file as a result. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com ([redacted]
June 13, 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 alleged damage to his wheel studs. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Auto Center. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Matt [redacted], District Service Manager for Sears Auto Center, contacted Mr. [redacted] to discuss his concerns. At that time, he offered to honor Mr. [redacted] request for reimbursement in the amount of $80.00 for Mr. [redacted] replacement studs as a good will gesture. Mr. [redacted] accepted this offer and indicated that he would return to Sears Auto Center on June 13, 2017, to complete the resolution. 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 an 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 proposed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have had an opportunity to speak with [redacted], the store manager, earlier today, and she sincerely apologized that the situation took place and that I encountered such difficulty obtaining answers from my previous attempts at resolving this issue. [redacted] took the time to explain why this may have happened, and invited me to reach out to her, or her assistant manager, if I ever need assistance at her store going forward. While my initial issue, or the poor service I received while trying to get it resolved, was not an error of [redacted] or her store's team, she took ownership of the situation, solved the problem, and made me feel welcome back. She is certainly an asset to your company.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Jaime D [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Melony [redacted], Sears...
Home Services, Customer Advocate provided the following response: Sears Home Services records indicate that repairs to Ms. [redacted]’s refrigerator have been completed. When the unit was checked yesterday, it was found to be cooling as expected. It is important to note that we will be refunding Ms. [redacted] a total of $558.17 in two separate transactions. One refund is in the amount of $439.50 and the other will be in the amount of $118.67. The aforementioned refund should post to her American Express card ending in [redacted] within the next 3-5 business days. If I can be of any further assistance to Ms. [redacted], I can be reached at [redacted]/[redacted]7. Since we have noted our response to Ms. [redacted]’s complaint, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
August 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. J[redacted] complaint regarding his recent online order...
experience and request for a full refund on both orders. It is unfortunate that we failed Mr. J[redacted] expectations as we value his patronage. We can understand how the series of events noted in his complaint has caused him to lose faith in Sears. 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 notes in both orders, we found that a full refund was processed in the amount of $1091.79 for order number[redacted] on July 21, 2017, under return receipt number [redacted] Additionally, in reference to order number [redacted] accepted Mr. J[redacted] dispute of $1144.79 on August 4, 2017, therefore the credit should show in his account with 7 to 10 business days. We apologize again for any inconvenience and hope that in the future Mr. J[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. J[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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the problems she encountered when she attempted to schedule service for...
her new dryer. It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dryer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Ms. [redacted] complaint, we reviewed the service order and case notes regarding the dryer repair. According to our records, the final service date was set for February 26, 2016 to install the parts ordered by the technician. Regrettably, the technician failed to arrive for the scheduled appointment again and Ms. [redacted] requested to return the dryer for a refund. The return of the dryer was processed and the pick-up is scheduled for March 5, 2016. Ms. [redacted] should receive the refund for the dryer within 7 – 10 days after the dryer has been returned. For her inconvenience, Ms. [redacted] was offered a $50.00 check, and she accepted the offer. Ms. [redacted] should receive this check within 7-10 days. In the interim, since it is our understanding that the return of the dryer and the $50 reimbursement check were resolutions that met with Ms. [redacted] approval, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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.
We have agreed on the settlement and I am waiting to receive their check. [redacted] was great to work with and they have satisfied my request to get something besides their choice of my replacement. I appreciate Sears Holdings for their prompt attention to this matter.
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,
Eric [redacted]
Initial Business Response /* (1000, 5, 2015/08/28) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] #XXXXXXXX
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Home...
Services and repairs to her parents refrigerator.
It is unfortunate that we failed Ms. [redacted]'s expectations when her parents encountered service related issues with their refrigerator. We value Ms. [redacted]'s 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 were 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 and her parents with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possible. A new compressor and drier were installed into Mr.[redacted]' refrigerator on August 28, 2015. Before leaving the home the technician tested the refrigerator and found it to be operating as expected. As a gesture of customer service, we have provided Mr.[redacted] with a 2 year Repair Protection Agreement (RPA) that will cover their refrigerator until August 28, 2017. At this time, since we have confirmed the successful repair of Ms. [redacted]'s parents refrigerator, we ask that this complaint be closed.
We apologize to Ms. [redacted] and her parents 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]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from Sears. After many phone calls to Sears Holding corporation and no cooperation I contacted the Revdex.com and submitted a complaint. It is unfortunate that it took these measures to receive cooperation and compensation. My last interaction with Sears was with Mr. [redacted] and he displayed not only professionalism, but compassion [redacted] my elderly parent's plight. In the end Mr. [redacted] resolved the issue and compensated my parents for what they had to endure.
Nita [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]’s complaint regarding Sears Home Services and repairs to his laundry center. Melony [redacted], Sears...
Home Services, Support Specialist provided the following response: In looking back on the completed service to Mr. [redacted]’s laundry center we found that on August 16, 2016 a technician stated that he found a bad thermal limiter and replaced it. We were out to the home again on September 20, 2016 and installed another thermal limiter. It is important to note that the thermal limiter is a fuse with a limit of 220 degrees Fahrenheit. It is manufactured for both gas and electric clothes dryers. Once the internal temperature of the dryer reaches 220 degrees, the heating element cuts off and the dryer will not dry clothes as designed. This will typically happen when a dryer is unable to properly vent the exhaust out via the home venting system. We mention this because today while at the home, our technician identified that Mr. [redacted]’s venting has an issue in the wall that needs to be corrected. The tech used an airflow meter on the unit and stated that the dryer will continue to blow the fuse if the venting issue is not corrected. The tech will take a video of him using the air flow meter and he will send it to his tech manager. We recommend that Mr. [redacted] have his venting issue addressed so that the dryer can properly function to dry his clothes. Since we have identified an issue with Mr. [redacted]’s home venting, 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 Adam.[redacted]@searshc.com
August 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94[redacted] - Richard A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding non receipt of credit on his canceled installation...
request.
After reviewing Mr. [redacted]'s complaint and our records, we conducted an audit on the installation order.
The installation order was paid by R. [redacted] using visa ending in 36. Our records show the order was canceled and a credit in the amount of $130.00 was issued back to the original form of payment, a visa ending in 36. If Mr. [redacted] has not received his credit, we ask the he contact his financial institution.
It is our position that the delivery refund in itself is a substantial accommodation. At this time, since Mr. [redacted] was credited the installation charge and this is an equitable resolution under the circumstances, 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,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
[redacted]@searsch.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.
Sincerely,
John [redacted]
Initial Business Response /* (1000, 5, 2015/09/22) */
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted] complaint...
regarding her dissatisfaction with our customer service and non-receipt of a refund for a dishwasher she ordered from sears.com.
It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have revealed that Ms.[redacted] was assisted by sears.com and Executive Member Services. She received three separate refunds: $19.44 August 26, 2015, $30.00 August 3, 2015, and $572.99 on September 10, 2015. Therefore, the final total of $622.43 was issued back to Ms. [redacted] MasterCard account ending in 2603. Ms.[redacted] is welcome to reply if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 Ms. [redacted] comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that Sears did finally refund my money. However, it was only through my constant complaints, phone calls and messages that anything was done. I wonder if I had not been so diligent would my money have ever been refunded? One need only read the comments on the Sears FB page to see that my complaint was only a drop in the bucket of many, many unhappy customers. It is a given that I will never deal with Sears again but how a company can be allowed to treat it customers so poorly again and again is beyond me.
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal. In accordance with our agreement with the payment car industry like most retailers, refunds are issued in the same form of tender. If Ms. [redacted] has a balance, she would need to contact [redacted], the administrator of her account, and request a check. Unfortunately, we cannot assist further with this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
December 16, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10982729 – Jason [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding being unable to pick up steel cleaner that was purchased online.Upon...
receiving Mr. [redacted]’s complaint, we escalated his concerns to Chris [redacted], District Manager. Mr. [redacted] contacted Mr. [redacted] and discussed his complaint and apologized for the service he received. He was offered and accepted a $50.00 gift card for his product and time. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
August 31, 2016
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Khoa Nguyen
Dear Ms. Virghes:
We have been unable to complete the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the additional...
charges he incurred for the installation of his dishwasher.
Kathy [redacted], with Installation Customer Service, made attempts to contact Mr. [redacted] and left voicemails with her contact information. Since he has not responded, we are unable to resolve Mr. [redacted] issue until we have the opportunity to discuss the matter with him. Ms. [redacted] researched the installation Certificate of Completion (COC) and the Change of Specification (COS) documents that were signed by Mr. [redacted] family member, whom he entrusted to represent him on his behalf. The items that Mr. [redacted] was charged for are listed on the COS; a shut off valve, and an air gap, which are requirements per code. The other item Mr. [redacted] was charged for is an electrical cord that was not purchased but needed for the installation of this Whirlpool dishwasher.
As clarification, the installation agreement states, Sears assumes the customer’s existing facilities are up to code and can accommodate a standard installation (Standard Installation: a standard installation is limited to plugging in or hooking up the merchandise to your electrical outlets or gas or plumbing connections. No repairing, plastering, painting or decorating is included unless specifically noted. It does not include any changes to our electrical, gas or plumbing systems unless specifically noted. It does not include removing or disposing of your old appliance or fixture unless specifically noted.) If any additional work is required to meet this criteria, it will be the customer’s responsibility. Any additional charges will be quoted and approved prior to the start of the job.” The charges were approved and signed for by Mr. [redacted] family member. Sears is not accountable that his family member did not communicate the information to Mr. Nguyen. In the interim, we will consider this matter closed, pending his response.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda[redacted]@searshc.com
February 27, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kristina E. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her inability to purchase a...
stand mixer that was marked to $79.99 in error. As clarification, while we strive to provide our Kmart.com customers with accurate information, including pricing, availability, and product description on all products available on Kmart.com, there might be times that an error could occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store pick-up items, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note, that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is cleared. However even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms. Findlay may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellers. Kmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an error. Kmart reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Kmart. Any payments you make to Kmart for orders that are cancelled due to pricing errors will be refunded. If Ms. [redacted] wants to review all of our terms of use, they can be accessed at the bottom of our kmart.com page under “terms of use” or she can go to this link: http://www.kmart.com/en_us/customer-service/Policies/term-of-use.html With that said, we would also note that for this particular error there was some confusion about them being canceled due to an inventory issue. We apologize if Ms. [redacted] received incorrect information that the order was canceled because it was out-of-stock. Again, the actual reason it was canceled was because it was not intended to be priced for that amount. As such, we remain unable to sell the merchandise for the incorrect amount. As this decision is in accordance with our posted terms and conditions, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[redacted]@searshc.com
Contact Name and Title: Dana [redacted]
Contact Phone: 512-[redacted]
July 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Joy H. [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding the service calls she had on her dryer while she still has a problem with it.
From what we gather, on our last service call it was determined that the unit needed a timer, a lint filter, and possibly a drum as it may have been warped. Since the repair costs outweighed the cost of the unit, our estimate was declined and Ms. [redacted] only paid our minimum trip/diagnostic fee of $79.00. On our previous visits, we first found the vent was restricted and collected $118.00 for this service and then on the second visit under the warranty, we could not replicate the problem; no monies were collected for this last call. Since it appears that our first diagnosis may have been inaccurate, or at least incomplete, we have issued a refund for the first fee of $118.00 while leaving the last fee stand as we feel at least one trip/diagnostic fee is owed. The refund for $118.00 is in the form of a mailed bank check being sent to the same address as noted on this complaint and it will be in the name of Jacob [redacted] as that is the name on the service order; it should arrive in approximately 2-3 weeks. In the interim, since we have provided Ms. [redacted] for actually more of a refund than what she was requesting so we assume this meets with her approval, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
July 29, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94[redacted] - Andrea [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with the multiple repair...
attempts on the microwave and her request for a replacement or refund.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the "no lemon" guarantee clause under certain terms. It specifically states, "We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period". It goes on to define product failures as "...must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer's product recall". We have researched Ms. [redacted]'s service history, and under the aforementioned terms, she did not meet the criteria for replacement.
Our records indicate that the microwave was installed on January 21, 2014 and the manufacturer's warranty expired on January 21, 2015. Ms. [redacted] contacted us on May 20, 2015 that the microwave was smoking and service was scheduled for May 27, 2015. The technician ordered a new transformer and installed it on June 4, 2015. Regrettably, the part received was defective so the tech had to reorder another transformer. The part was installed on June 8, 2015 and the service order was completed. On June 11, 2105 Ms. [redacted] called again that the microwave was turning on by itself and service was scheduled for June 16, 2015. The technician found that the secondary switch was out of alignment. He adjusted the switch and closed the service order. On June 25, 2015 Ms. [redacted] reported that the microwave is starting by itself again and service was scheduled for July 1, 2015. The technician ordered the main board, and door assembly parts and returned on July 20, 2015 to install the parts. The technician tested proper operation of the microwave and closed the service order. With that being said, since the microwave has been repaired, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Matilda[redacted]@searshc.com
February 15, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11953829 – Mrs. Lorrie L. [redacted] Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her recent online order...
experience and request to return the pool toys for a refund. It is unfortunate that we failed Mrs. [redacted]’s expectations when as we value her patronage. Additionally, we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we confirmed with the credit department that Mrs. [redacted] has received a refund for all items in both orders except for the pool toys. We sent an email correspondence with this information and have asked Mrs. [redacted] to provide us with her physical address so that we can start the process of creating return UPS labels for her. Once the items are return, then a refund will be issued. To ensure that the refund is processed, we ask that Ms. [redacted] contact us via email at [redacted]. 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 Mrs. [redacted]’s concerns and respectfully ask to have this matter closed, pending her response to us via email. 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
August 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]- Harold M. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a Why Not Lease It (WNLI) agreement....
Each step of the WNLI process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. Mr. [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to WNLI. Option 3: buy it out for $XXX.” WNLI has confirmed that consumer are also are also provided with a copy of this agreement via email typically. We want to make it clear that WNLI is a separate entity and Mr. [redacted]’s agreement is with them. We cannot interfere; she will need to contact WNLI with any further questions regarding her lease. WNLI did let us know that they had closed our Mr. [redacted]’s lease on August 10, 2016 with no further payments due as a courtesy. We also had someone contact Mr. [redacted] in regard to his service plan. When they spoke to Mr. [redacted], he told us that his tablet had been stolen. Unfortunately, theft is not covered for under his service plan; therefore, there was nothing that could be done in regard to that matter and we have closed our file as a result. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com ([redacted]
June 13, 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 alleged damage to his wheel studs. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Auto Center. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, Matt [redacted], District Service Manager for Sears Auto Center, contacted Mr. [redacted] to discuss his concerns. At that time, he offered to honor Mr. [redacted] request for reimbursement in the amount of $80.00 for Mr. [redacted] replacement studs as a good will gesture. Mr. [redacted] accepted this offer and indicated that he would return to Sears Auto Center on June 13, 2017, to complete the resolution. 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 an 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 proposed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have had an opportunity to speak with [redacted], the store manager, earlier today, and she sincerely apologized that the situation took place and that I encountered such difficulty obtaining answers from my previous attempts at resolving this issue. [redacted] took the time to explain why this may have happened, and invited me to reach out to her, or her assistant manager, if I ever need assistance at her store going forward. While my initial issue, or the poor service I received while trying to get it resolved, was not an error of [redacted] or her store's team, she took ownership of the situation, solved the problem, and made me feel welcome back. She is certainly an asset to your company.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Jaime D [redacted]#[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Melony [redacted], Sears...
Home Services, Customer Advocate provided the following response: Sears Home Services records indicate that repairs to Ms. [redacted]’s refrigerator have been completed. When the unit was checked yesterday, it was found to be cooling as expected. It is important to note that we will be refunding Ms. [redacted] a total of $558.17 in two separate transactions. One refund is in the amount of $439.50 and the other will be in the amount of $118.67. The aforementioned refund should post to her American Express card ending in [redacted] within the next 3-5 business days. If I can be of any further assistance to Ms. [redacted], I can be reached at [redacted]/[redacted]7. Since we have noted our response to Ms. [redacted]’s complaint, 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
August 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr. J[redacted] complaint regarding his recent online order...
experience and request for a full refund on both orders. It is unfortunate that we failed Mr. J[redacted] expectations as we value his patronage. We can understand how the series of events noted in his complaint has caused him to lose faith in Sears. 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 notes in both orders, we found that a full refund was processed in the amount of $1091.79 for order number[redacted] on July 21, 2017, under return receipt number [redacted] Additionally, in reference to order number [redacted] accepted Mr. J[redacted] dispute of $1144.79 on August 4, 2017, therefore the credit should show in his account with 7 to 10 business days. We apologize again for any inconvenience and hope that in the future Mr. J[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. J[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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the problems she encountered when she attempted to schedule service for...
her new dryer. It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dryer repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Ms. [redacted] complaint, we reviewed the service order and case notes regarding the dryer repair. According to our records, the final service date was set for February 26, 2016 to install the parts ordered by the technician. Regrettably, the technician failed to arrive for the scheduled appointment again and Ms. [redacted] requested to return the dryer for a refund. The return of the dryer was processed and the pick-up is scheduled for March 5, 2016. Ms. [redacted] should receive the refund for the dryer within 7 – 10 days after the dryer has been returned. For her inconvenience, Ms. [redacted] was offered a $50.00 check, and she accepted the offer. Ms. [redacted] should receive this check within 7-10 days. In the interim, since it is our understanding that the return of the dryer and the $50 reimbursement check were resolutions that met with Ms. [redacted] approval, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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.
We have agreed on the settlement and I am waiting to receive their check. [redacted] was great to work with and they have satisfied my request to get something besides their choice of my replacement. I appreciate Sears Holdings for their prompt attention to this matter.
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,
Eric [redacted]
Initial Business Response /* (1000, 5, 2015/08/28) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] #XXXXXXXX
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding Sears Home...
Services and repairs to her parents refrigerator.
It is unfortunate that we failed Ms. [redacted]'s expectations when her parents encountered service related issues with their refrigerator. We value Ms. [redacted]'s 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 were 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 and her parents with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possible. A new compressor and drier were installed into Mr.[redacted]' refrigerator on August 28, 2015. Before leaving the home the technician tested the refrigerator and found it to be operating as expected. As a gesture of customer service, we have provided Mr.[redacted] with a 2 year Repair Protection Agreement (RPA) that will cover their refrigerator until August 28, 2017. At this time, since we have confirmed the successful repair of Ms. [redacted]'s parents refrigerator, we ask that this complaint be closed.
We apologize to Ms. [redacted] and her parents 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]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from Sears. After many phone calls to Sears Holding corporation and no cooperation I contacted the Revdex.com and submitted a complaint. It is unfortunate that it took these measures to receive cooperation and compensation. My last interaction with Sears was with Mr. [redacted] and he displayed not only professionalism, but compassion [redacted] my elderly parent's plight. In the end Mr. [redacted] resolved the issue and compensated my parents for what they had to endure.
Nita [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]’s complaint regarding Sears Home Services and repairs to his laundry center. Melony [redacted], Sears...
Home Services, Support Specialist provided the following response: In looking back on the completed service to Mr. [redacted]’s laundry center we found that on August 16, 2016 a technician stated that he found a bad thermal limiter and replaced it. We were out to the home again on September 20, 2016 and installed another thermal limiter. It is important to note that the thermal limiter is a fuse with a limit of 220 degrees Fahrenheit. It is manufactured for both gas and electric clothes dryers. Once the internal temperature of the dryer reaches 220 degrees, the heating element cuts off and the dryer will not dry clothes as designed. This will typically happen when a dryer is unable to properly vent the exhaust out via the home venting system. We mention this because today while at the home, our technician identified that Mr. [redacted]’s venting has an issue in the wall that needs to be corrected. The tech used an airflow meter on the unit and stated that the dryer will continue to blow the fuse if the venting issue is not corrected. The tech will take a video of him using the air flow meter and he will send it to his tech manager. We recommend that Mr. [redacted] have his venting issue addressed so that the dryer can properly function to dry his clothes. Since we have identified an issue with Mr. [redacted]’s home venting, 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 Adam.[redacted]@searshc.com
August 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94[redacted] - Richard A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding non receipt of credit on his canceled installation...
request.
After reviewing Mr. [redacted]'s complaint and our records, we conducted an audit on the installation order.
The installation order was paid by R. [redacted] using visa ending in 36. Our records show the order was canceled and a credit in the amount of $130.00 was issued back to the original form of payment, a visa ending in 36. If Mr. [redacted] has not received his credit, we ask the he contact his financial institution.
It is our position that the delivery refund in itself is a substantial accommodation. At this time, since Mr. [redacted] was credited the installation charge and this is an equitable resolution under the circumstances, 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,
Ema [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-[redacted]
[redacted]@searsch.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.
Sincerely,
John [redacted]
Initial Business Response /* (1000, 5, 2015/09/22) */
September 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted] complaint...
regarding her dissatisfaction with our customer service and non-receipt of a refund for a dishwasher she ordered from sears.com.
It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have revealed that Ms.[redacted] was assisted by sears.com and Executive Member Services. She received three separate refunds: $19.44 August 26, 2015, $30.00 August 3, 2015, and $572.99 on September 10, 2015. Therefore, the final total of $622.43 was issued back to Ms. [redacted] MasterCard account ending in 2603. Ms.[redacted] is welcome to reply if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 Ms. [redacted] comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that Sears did finally refund my money. However, it was only through my constant complaints, phone calls and messages that anything was done. I wonder if I had not been so diligent would my money have ever been refunded? One need only read the comments on the Sears FB page to see that my complaint was only a drop in the bucket of many, many unhappy customers. It is a given that I will never deal with Sears again but how a company can be allowed to treat it customers so poorly again and again is beyond me.
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal. In accordance with our agreement with the payment car industry like most retailers, refunds are issued in the same form of tender. If Ms. [redacted] has a balance, she would need to contact [redacted], the administrator of her account, and request a check. Unfortunately, we cannot assist further with this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
December 16, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10982729 – Jason [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s complaint regarding being unable to pick up steel cleaner that was purchased online.Upon...
receiving Mr. [redacted]’s complaint, we escalated his concerns to Chris [redacted], District Manager. Mr. [redacted] contacted Mr. [redacted] and discussed his complaint and apologized for the service he received. He was offered and accepted a $50.00 gift card for his product and time. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
August 31, 2016
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Khoa Nguyen
Dear Ms. Virghes:
We have been unable to complete the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the additional...
charges he incurred for the installation of his dishwasher.
Kathy [redacted], with Installation Customer Service, made attempts to contact Mr. [redacted] and left voicemails with her contact information. Since he has not responded, we are unable to resolve Mr. [redacted] issue until we have the opportunity to discuss the matter with him. Ms. [redacted] researched the installation Certificate of Completion (COC) and the Change of Specification (COS) documents that were signed by Mr. [redacted] family member, whom he entrusted to represent him on his behalf. The items that Mr. [redacted] was charged for are listed on the COS; a shut off valve, and an air gap, which are requirements per code. The other item Mr. [redacted] was charged for is an electrical cord that was not purchased but needed for the installation of this Whirlpool dishwasher.
As clarification, the installation agreement states, Sears assumes the customer’s existing facilities are up to code and can accommodate a standard installation (Standard Installation: a standard installation is limited to plugging in or hooking up the merchandise to your electrical outlets or gas or plumbing connections. No repairing, plastering, painting or decorating is included unless specifically noted. It does not include any changes to our electrical, gas or plumbing systems unless specifically noted. It does not include removing or disposing of your old appliance or fixture unless specifically noted.) If any additional work is required to meet this criteria, it will be the customer’s responsibility. Any additional charges will be quoted and approved prior to the start of the job.” The charges were approved and signed for by Mr. [redacted] family member. Sears is not accountable that his family member did not communicate the information to Mr. Nguyen. In the interim, we will consider this matter closed, pending his response.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda[redacted]@searshc.com
February 27, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kristina E. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her inability to purchase a...
stand mixer that was marked to $79.99 in error. As clarification, while we strive to provide our Kmart.com customers with accurate information, including pricing, availability, and product description on all products available on Kmart.com, there might be times that an error could occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store pick-up items, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We would also note, that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is cleared. However even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores. With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms. Findlay may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: Pricing errors may occur on the Kmart Site from time to time, on items sold by Kmart, or items sold by third party sellers. Kmart attempts to correct all pricing errors as soon as they are discovered, or as soon as Kmart receives notice of an error. Kmart reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Kmart. Any payments you make to Kmart for orders that are cancelled due to pricing errors will be refunded. If Ms. [redacted] wants to review all of our terms of use, they can be accessed at the bottom of our kmart.com page under “terms of use” or she can go to this link: http://www.kmart.com/en_us/customer-service/Policies/term-of-use.html With that said, we would also note that for this particular error there was some confusion about them being canceled due to an inventory issue. We apologize if Ms. [redacted] received incorrect information that the order was canceled because it was out-of-stock. Again, the actual reason it was canceled was because it was not intended to be priced for that amount. As such, we remain unable to sell the merchandise for the incorrect amount. As this decision is in accordance with our posted terms and conditions, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[redacted]@searshc.com
Contact Name and Title: Dana [redacted]
Contact Phone: 512-[redacted]
July 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Joy H. [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint...
regarding the service calls she had on her dryer while she still has a problem with it.
From what we gather, on our last service call it was determined that the unit needed a timer, a lint filter, and possibly a drum as it may have been warped. Since the repair costs outweighed the cost of the unit, our estimate was declined and Ms. [redacted] only paid our minimum trip/diagnostic fee of $79.00. On our previous visits, we first found the vent was restricted and collected $118.00 for this service and then on the second visit under the warranty, we could not replicate the problem; no monies were collected for this last call. Since it appears that our first diagnosis may have been inaccurate, or at least incomplete, we have issued a refund for the first fee of $118.00 while leaving the last fee stand as we feel at least one trip/diagnostic fee is owed. The refund for $118.00 is in the form of a mailed bank check being sent to the same address as noted on this complaint and it will be in the name of Jacob [redacted] as that is the name on the service order; it should arrive in approximately 2-3 weeks. In the interim, since we have provided Ms. [redacted] for actually more of a refund than what she was requesting so we assume this meets with her approval, 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,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com