Complaint:
I am rejecting this response because: Either Ms [redacted] or her colleague is lying. Either way, Sears is being deceptive in their advertising.
Sincerely,
Joanna [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is The best I will get.
Sincerely,
[redacted]
March 13, 2017
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent...
purchase. We apologize to Mr. [redacted] for any inconvenience he may have experienced as a result of this issue. Although we strive to make sure all of the items listed for sale on our website are accurate, at times there may be an error. The Terms and Conditions for us one our site clearly sate: “Sears may display advertising prints for products sold through a Sears Site. Sears attempts to display the colors of the products shown on the Sears Site as accurately as possible. However, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you.” That said, we did offer to send Mr. [redacted] a return shipping label so a refund might be issued once the item was received or a $10.00 credit to keep the item as is, but he declined both offers. While we find his request to receive a full refund while being allowed to keep the item to be unreasonable, we have issued $20.00 worth of points to his Shop Your Way Rewards account as a courtesy. This is equal to half of the cost of the item in question. In light of the aforementioned information, 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 [redacted]
September 12, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94567454-Denise [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her patio furniture.
We have spoken with the...
manufacturer, Numark, and they have sent two of the chairs Ms. [redacted] needed to her home address free of charge. 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
(512) [redacted]
Tammie.[redacted]@searshc.com
Initial Business Response /* (1000, 7, 2015/08/18) */
August 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: XXXXXXXX - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms.[redacted] complaint regarding her...
customer experience upon delivery of her purchased treadmill.
It is unfortunate that we failed Ms.[redacted] expectations when we did not complete the assembly of her purchased treadmill. Due to a systems error, her delivery was not coded properly and we apologize for this. Our records also show that the haul away of Ms.[redacted] existing treadmill was completed 29 July 2015. For any inconvenience this may have caused, we issued a sales adjustment of $199.12 on 14 August 2015. In addition, a $50.00 gift card was also provided to Ms.[redacted] At this time, since the haul away of Ms.[redacted] existing treadmill has been completed and we provided courtesy compensation was provided, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 9, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears did respond to the complaint and made compensation which is satisfactory
July 12, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Carey L. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint...
regarding service to her dishwasher. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dishwasher. We do not take these matters lightly and we appreciate Ms. [redacted] valuable feedback. Upon researching Ms. [redacted] complaint, we found that our escalated customer service group, Customer Solutions, processed a $65.00 refund on July 7, 2017. Ms. [redacted] should see a credit post to her Visa account ending in [redacted] in the next five to seven days. Furthermore, the notes indicate that it was explained to Ms. [redacted] that $65.00 was the most that could be refunded and that Ms. [redacted] accepted the refund amount. Therefore, no further considerations will be forthcoming and we have closed our file. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: An apology for the frustration , agony and suffering I experienced for this refund was overwhelming. Sears should offer some type of compensation for their very disappointing services. I went to the store four inconvenient times out of my way and had to pay extra for a layaway.
Sincerely,
Deborah [redacted]
Complaint: [redacted]
I am rejecting this response because: The claim for damages has not been processed and may take forever to be paid for the things that have been lost.
Sincerely,
[redacted]
May 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint...
regarding his trampoline. In the interest of consumer satisfaction, we have issued a refund in the amount of $114.28 as a one-time courtesy. This credit should reflect within 3-5 business days. Since we have granted Mr. [redacted] request, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint Specialist[redacted] Tell us why here...
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,
J[redacted] Z**
June 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and...
request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in his order we found that Sears Online contacted the seller on Mr. [redacted] behalf. The seller complied by issuing a Return Authorization back in January, for Mr. [redacted] to return the product back within 30 days. However, the seller did not receive the product until May 6, 2016. Since the product was received outside of their return policy the only option the seller has is to repair the product and send it back to Mr. [redacted]. In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
I worked with the store Manager from the Fair Oaks Va location, who escalated my issue with the online Director of Operations. The inconvenience was due to misinformation provided by the Sears associates. Please take this situation as a training opportunity for the online organization.
The money for the layaway has been refunded. I will not do business with Sears in the future.
September 28, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dr. Justin [redacted] Dear Ms. [redacted], We have completed the investigation of Dr. [redacted] complaint regarding his recent online order...
experience and his request for a refund. It is unfortunate that we failed Dr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that he merchandise was returned and a full refund was processed on September 8, 2017. For Dr. [redacted] records the refund receipt number is 093001998236. A credit of $375.54 was issued back to the American Express account ending in [redacted]. Additionally, we hope that in the future Dr. [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, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 23, 2014Revdex.com[redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611[redacted]Via: Revdex.com Website[redacted]Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the...
above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Pursuant to [redacted] complaint, I received authorization for the [redacted] to obtain an alternate company, [redacted] Air Conditioning, Heating and Plumbing, to provide an estimate and repairs. I mailed a check to the [redacted] for the repairs. The [redacted] confirmed with me via email Friday evening that the repairs have been made and everything is working. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]Sincerely,[redacted]
May 16, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding service on her refrigerator.We also...
previously assisted Ms. [redacted] and also her mother through a complaint she filed with her local TV station. We were able to help expedite their repairs and their issues appeared to be resolved at that time. When we received her Revdex.com complaint we immediately contacted the service unit and they were again willing to expedite the repair. However, each time they scheduled earlier, the service call was being canceled by Ms. [redacted]. When they contacted Ms. [redacted] to find out why she was canceling the service calls, they discovered that she had apparently already given up on repair and she told them she was just going to replace her refrigerator. She was aware that her Master Protection Agreement was not going to cover this since she only had one prior service visit and did not meet any of the criteria for replacement under her MPA. At this time, since it was Ms. [redacted] decision to cancel repairs and purchase a new refrigerator and she no longer requires assistance in getting the covered refrigerator repaired, we have closed our file.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
[redacted]
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 the repair of her weed...
eater.
Upon receiving Ms. [redacted] complaint, we escalated his concerns to [redacted], Team Lead for Carry In Services who agreed to replace her weed eater per her request. That being said, because we are in the process of replacing Ms. [redacted] weed eater, 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.
November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding non-receipt of a refund for his returned sears.com order.It is...
unfortunate that we failed [redacted]
expectations when he recently placed an order with Sears. We value his
patronage and can understand his frustration with the events detailed in his
letter. His concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Our records indicate that [redacted] spoke with sears.com again on
October 25, 2015, and his return was confirmed. Therefore, a refund of $67.12
was issued to his [redacted] account ending in [redacted] on October 30, 2015. At this time, we can only reiterate that we
truly regret any inconvenience [redacted] may have experienced. We hope that in the future he will allow
sears.com the opportunity to provide him with a better example of the type of
customer service that we have built our reputation upon, but we would
understand if this is not possible. We respectfully
ask to have this matter closed since we have noted [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]
[redacted]
December 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. Mr. [redacted] credit was issued, but it appears that there was a processing error and it did not go through. The seller has reissued the credit. Mr. [redacted] should see it within 10 business days. As for his request to receive a full refund is concerned, nothing has changed. Our site notes that orders may not be canceled once placed and the seller’s page specifically states that you would need to contact them if there are any questions prior to placing an order. We have had the restocking fee refunded, but the shipping fee will not be credited as a result. 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 Mr. [redacted] case, we do apologize that we failed his expectations, but we feel our offer to provide the restocking fee is relative to the circumstances and our decision is final. 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
June 29, 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. H[redacted] complaint regarding her dissatisfaction with...
Sears’ attempts to repair her washer and her subsequent request for a replacement. As Clarification, the Master Protection Agreement Ms. H[redacted] purchased for her washer specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. When Ms. H[redacted] first contacted Sears to request a replacement, our records confirmed that Sears had completed a total of 3 service orders since her purchase date of May 9, 2015. However, although each service order did include the replacement of parts, she had not yet met the above-mentioned requirement of 4 separate product failures with functional part replacement. It is for this reason she was asked to allow one more repair attempt. The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit. After completing her purchase, Ms. H[redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her washer meet the aforementioned guidelines. With this having been said, Ms. H[redacted] request for a replacement washer was authorized by Executive Member Services on May 5, 2017, and our records show that she selected a new washer on May 8th. Ms. H[redacted] is welcome to contact Sears Protection Agreement Benefits Administration at [redacted] with any further questions she may have about her coverage. Since we have provided services relative and appropriate to the terms of the Master Protection Agreement Ms. H[redacted] purchased for her washer, we have closed our file regarding 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] Regulatory Complaint Specialist [redacted]
June 22, 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...
a recent order. According to our records. Mr. [redacted] request was granted and his tires were installed on June 22, 2017. As such, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint:
I am rejecting this response because: Either Ms [redacted] or her colleague is lying. Either way, Sears is being deceptive in their advertising.
Sincerely,
Joanna [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is The best I will get.
Sincerely,
[redacted]
March 13, 2017
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a recent...
purchase. We apologize to Mr. [redacted] for any inconvenience he may have experienced as a result of this issue. Although we strive to make sure all of the items listed for sale on our website are accurate, at times there may be an error. The Terms and Conditions for us one our site clearly sate: “Sears may display advertising prints for products sold through a Sears Site. Sears attempts to display the colors of the products shown on the Sears Site as accurately as possible. However, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you.” That said, we did offer to send Mr. [redacted] a return shipping label so a refund might be issued once the item was received or a $10.00 credit to keep the item as is, but he declined both offers. While we find his request to receive a full refund while being allowed to keep the item to be unreasonable, we have issued $20.00 worth of points to his Shop Your Way Rewards account as a courtesy. This is equal to half of the cost of the item in question. In light of the aforementioned information, 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 [redacted]
September 12, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94567454-Denise [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her patio furniture.
We have spoken with the...
manufacturer, Numark, and they have sent two of the chairs Ms. [redacted] needed to her home address free of charge. 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
(512) [redacted]
Tammie.[redacted]@searshc.com
Initial Business Response /* (1000, 7, 2015/08/18) */
August 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: XXXXXXXX - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms.[redacted] complaint regarding her...
customer experience upon delivery of her purchased treadmill.
It is unfortunate that we failed Ms.[redacted] expectations when we did not complete the assembly of her purchased treadmill. Due to a systems error, her delivery was not coded properly and we apologize for this. Our records also show that the haul away of Ms.[redacted] existing treadmill was completed 29 July 2015. For any inconvenience this may have caused, we issued a sales adjustment of $199.12 on 14 August 2015. In addition, a $50.00 gift card was also provided to Ms.[redacted] At this time, since the haul away of Ms.[redacted] existing treadmill has been completed and we provided courtesy compensation was provided, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 9, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sears did respond to the complaint and made compensation which is satisfactory
July 12, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Carey L. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted] complaint...
regarding service to her dishwasher. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dishwasher. We do not take these matters lightly and we appreciate Ms. [redacted] valuable feedback. Upon researching Ms. [redacted] complaint, we found that our escalated customer service group, Customer Solutions, processed a $65.00 refund on July 7, 2017. Ms. [redacted] should see a credit post to her Visa account ending in [redacted] in the next five to seven days. Furthermore, the notes indicate that it was explained to Ms. [redacted] that $65.00 was the most that could be refunded and that Ms. [redacted] accepted the refund amount. Therefore, no further considerations will be forthcoming and we have closed our file. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Complaint: [redacted]
I am rejecting this response because: An apology for the frustration , agony and suffering I experienced for this refund was overwhelming. Sears should offer some type of compensation for their very disappointing services. I went to the store four inconvenient times out of my way and had to pay extra for a layaway.
Sincerely,
Deborah [redacted]
Complaint: [redacted]
I am rejecting this response because: The claim for damages has not been processed and may take forever to be paid for the things that have been lost.
Sincerely,
[redacted]
May 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint...
regarding his trampoline. In the interest of consumer satisfaction, we have issued a refund in the amount of $114.28 as a one-time courtesy. This credit should reflect within 3-5 business days. Since we have granted Mr. [redacted] request, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint Specialist[redacted] Tell us why here...
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,
J[redacted] Z**
June 6, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order experience and...
request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in his order we found that Sears Online contacted the seller on Mr. [redacted] behalf. The seller complied by issuing a Return Authorization back in January, for Mr. [redacted] to return the product back within 30 days. However, the seller did not receive the product until May 6, 2016. Since the product was received outside of their return policy the only option the seller has is to repair the product and send it back to Mr. [redacted]. In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
I worked with the store Manager from the Fair Oaks Va location, who escalated my issue with the online Director of Operations. The inconvenience was due to misinformation provided by the Sears associates. Please take this situation as a training opportunity for the online organization.
The money for the layaway has been refunded. I will not do business with Sears in the future.
September 28, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Dr. Justin [redacted] Dear Ms. [redacted], We have completed the investigation of Dr. [redacted] complaint regarding his recent online order...
experience and his request for a refund. It is unfortunate that we failed Dr. [redacted] expectations as we value his patronage. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that he merchandise was returned and a full refund was processed on September 8, 2017. For Dr. [redacted] records the refund receipt number is 093001998236. A credit of $375.54 was issued back to the American Express account ending in [redacted]. Additionally, we hope that in the future Dr. [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, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 23, 2014Revdex.com[redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611[redacted]Via: Revdex.com Website[redacted]Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the...
above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Pursuant to [redacted] complaint, I received authorization for the [redacted] to obtain an alternate company, [redacted] Air Conditioning, Heating and Plumbing, to provide an estimate and repairs. I mailed a check to the [redacted] for the repairs. The [redacted] confirmed with me via email Friday evening that the repairs have been made and everything is working. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as customers and apologize for any frustrations or inconveniences they may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]Sincerely,[redacted]
May 16, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding service on her refrigerator.We also...
previously assisted Ms. [redacted] and also her mother through a complaint she filed with her local TV station. We were able to help expedite their repairs and their issues appeared to be resolved at that time. When we received her Revdex.com complaint we immediately contacted the service unit and they were again willing to expedite the repair. However, each time they scheduled earlier, the service call was being canceled by Ms. [redacted]. When they contacted Ms. [redacted] to find out why she was canceling the service calls, they discovered that she had apparently already given up on repair and she told them she was just going to replace her refrigerator. She was aware that her Master Protection Agreement was not going to cover this since she only had one prior service visit and did not meet any of the criteria for replacement under her MPA. At this time, since it was Ms. [redacted] decision to cancel repairs and purchase a new refrigerator and she no longer requires assistance in getting the covered refrigerator repaired, we have closed our file.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
September 29, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the repair of her weed...
eater.
Upon receiving Ms. [redacted] complaint, we escalated his concerns to [redacted], Team Lead for Carry In Services who agreed to replace her weed eater per her request. That being said, because we are in the process of replacing Ms. [redacted] weed eater, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
November 13, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding non-receipt of a refund for his returned sears.com order.It is...
unfortunate that we failed [redacted]
expectations when he recently placed an order with Sears. We value his
patronage and can understand his frustration with the events detailed in his
letter. His concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Our records indicate that [redacted] spoke with sears.com again on
October 25, 2015, and his return was confirmed. Therefore, a refund of $67.12
was issued to his [redacted] account ending in [redacted] on October 30, 2015. At this time, we can only reiterate that we
truly regret any inconvenience [redacted] may have experienced. We hope that in the future he will allow
sears.com the opportunity to provide him with a better example of the type of
customer service that we have built our reputation upon, but we would
understand if this is not possible. We respectfully
ask to have this matter closed since we have noted [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]
[redacted]
December 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. Mr. [redacted] credit was issued, but it appears that there was a processing error and it did not go through. The seller has reissued the credit. Mr. [redacted] should see it within 10 business days. As for his request to receive a full refund is concerned, nothing has changed. Our site notes that orders may not be canceled once placed and the seller’s page specifically states that you would need to contact them if there are any questions prior to placing an order. We have had the restocking fee refunded, but the shipping fee will not be credited as a result. 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 Mr. [redacted] case, we do apologize that we failed his expectations, but we feel our offer to provide the restocking fee is relative to the circumstances and our decision is final. 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
June 29, 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. H[redacted] complaint regarding her dissatisfaction with...
Sears’ attempts to repair her washer and her subsequent request for a replacement. As Clarification, the Master Protection Agreement Ms. H[redacted] purchased for her washer specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit. When Ms. H[redacted] first contacted Sears to request a replacement, our records confirmed that Sears had completed a total of 3 service orders since her purchase date of May 9, 2015. However, although each service order did include the replacement of parts, she had not yet met the above-mentioned requirement of 4 separate product failures with functional part replacement. It is for this reason she was asked to allow one more repair attempt. The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit. After completing her purchase, Ms. H[redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her washer meet the aforementioned guidelines. With this having been said, Ms. H[redacted] request for a replacement washer was authorized by Executive Member Services on May 5, 2017, and our records show that she selected a new washer on May 8th. Ms. H[redacted] is welcome to contact Sears Protection Agreement Benefits Administration at [redacted] with any further questions she may have about her coverage. Since we have provided services relative and appropriate to the terms of the Master Protection Agreement Ms. H[redacted] purchased for her washer, we have closed our file regarding 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] Regulatory Complaint Specialist [redacted]
June 22, 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...
a recent order. According to our records. Mr. [redacted] request was granted and his tires were installed on June 22, 2017. As such, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]