[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation Ms. [redacted] complaint regarding her dishwasher. Service was scheduled for...
February 2, 2017 but our service technician was not able to duplicate and issue with Ms. [redacted] dishwasher at that time although we do show multiple services completed with repairs to the pump and replacement of the motor. We are currently waiting contact from Ms. [redacted] to discuss the issue further. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Randall [redacted]
November 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] Dear Ms[redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her recent online order...
experience and request to receive the full 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 Ms. [redacted]’ placed an order with a [redacted] vendor, not Sears Holdings Corporation. In Ms. [redacted]’ case, the order was fulfilled by [redacted] located at [redacted], and Email: [redacted] and [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we researched the seller’s return policy but were unable to locate them on Sears.com. As such, we have made the decision to make a onetime courtesy exception and issued the remaining balance of $83.10 back to Ms. [redacted]’ Visa account that she used at the time of purchase. For Ms. [redacted]’ records the return receipt number is 093014892877. Ms. [redacted] can expect to see the credit post to her account within 3 to 5 business days. In closure, since we have honored Ms. [redacted]’ requested resolution, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: Joanne [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services has approved the replacement of Ms. [redacted]’s refrigerator. All Ms. [redacted] needs to do is go to her local Sears store and advise her sales person that her refrigerator has been approved for replacement. Sears will cover haul away, delivery and hook up of the new unit. Since we have approved Ms. [redacted]’s refrigerator for replacement, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
February 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his oven repair. Upon...
receiving Mr. [redacted] complaint, we reviewed our service system to confirm what repairs have been completed on his oven. Our records show that the baking element was replaced in Mr. [redacted] oven on August 25, 2015. There was a second repair in May of 2016; the technician replaced the touch panel. Unfortunately, the current repair needed (a new control board and touch panel) for Mr. [redacted] oven is outside the 90-day service guarantee offered under the previous repair. Furthermore, many things could have caused his control board and touch panel to fail during the ten months since the last repair was completed; for example, a power surge could easily have caused the aforementioned failure. If Mr. [redacted] elects to have his oven repaired, he will be financially responsible for the cost of parts and labor. With that said, as a courtesy, we are willing to offer a 30% service refund if Mr. [redacted] has Sears Home Services repair his oven; alternatively, if he decides to purchase a new oven from Sears, we could offer a 20% sales adjustment. Mr. [redacted] can send copies of either his Sears repair receipt or Sears purchase receipt to [redacted] if he accepts either offer. In the interim, since a fair resolution has been proposed, we ask that this matter be closed. We apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 27, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she...
attempted to return the event party tent after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”Since Ms. [redacted] purchased the event party tent on May 4, 2016, and attempted to return it on July 12, 2016, she was clearly over the 30-day “hassle-free” return period.
After the Kmart 30 day return/exchange period has expired, Ms. [redacted] would need to contact the manufacturer, [redacted] at ([redacted] regarding the defective parts. Since we have addressed the issue in Ms. [redacted] complaint, 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.
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,
[redacted]
May 1, 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 the problems she encountered with the outlet store when he...
reported that the dryer he purchased was delivered damaged.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We can assure Mr. [redacted] that any variance from our accepted business practices and policies will be addressed. His complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further. According to our records, the dryer was returned and on April 19, 2017 we issued Mr. [redacted] a credit of $551.68 on his credit card ending in [redacted]. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because: Sears are crooks thats the reason that they are now in so much trouble. I didn't get any help from customer service due to neither customer service rep spoke or understood any English. This is a fact also packages was delivered but SEARS didn't include all of my items in the boxes I spent a lot of money with Sears to be treated like this What they are doing is unethical unlawful illegal and wrong. PLEASE DON'T SHOP AT SEARS THEY ARE ORGANIZED SCAMERS AND LIARS. THAT'S WHY IT TOOK SO LONG FOR SEARS TO RESPOND. THEY NEED TO GET WITH THE PROGRAM THIS IS WHY THEY ARE STRUGGLING FINANCIALLY TO STAY OPENED AND OTHER STORES THAT BELIEVE IN GREAT CUSTOMER SERVICE IS THRIVING. TRYING TO GET OVER ON ME ISN'T GOING TO HELP
Sincerely,
[redacted]
February 7, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator repair. It is...
regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Our records show that several repair attempts have been made to Mr. [redacted] refrigerator. The last repair was completed on February 6, 2017, with the installation of an evaporator and drier. While Mr. [redacted] no longer carries a Master Protection Agreement (MPA) on his refrigerator, and his warranty does not provide for food loss reimbursement, we have submitted a $200.00 food loss request for customer satisfaction. The request was processed on February 7, 2017, so Mr. [redacted] should receive a check in the next two weeks. With that said, since we have documented Mr. [redacted] concerns with the repair process, and we have completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may be. He would then provide Ms. [redacted] with an estimate for repair if there is a malfunction. If Ms. [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be needed. According to our files, Ms. [redacted] was also offered 20% off of a new washer purchased from Sears
Nita [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] - Lisa H [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the completion of the repairs for her refrigerator. It is...
unfortunate that our third party provider failed to keep Ms. [redacted] informed of the part delays. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management 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 any inconvenience. We respectfully ask that this matter be closed, since we have repaired Ms. [redacted] refrigerator and noted her candid feedback. Again, we apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]Vanessa.L.[redacted]@searshc.com
February 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his griddle order. We have reviewed Mr. [redacted] new concern and would again like to assist him with a resolution as we have offered in our last two responses to the Revdex.com. If in fact the return label we issued was not accepted by [redacted] then we would rather arrange a point of contact at his local Sears store for the return instead of creating a new label. However, Mr. [redacted] has stated in his most recent response that he has already purchased a new griddle from another retailer. If Mr. [redacted] would like to accept a return and refund from the store then we ask him to contact us via email at [redacted] so that we can make arrangements with a Manager to meet him and resolve his complaint. As clarification again, Sears is willing to stand behind this product Mr. [redacted] purchased and we will accept the return and issue a refund if Mr. [redacted] would like to proceed with our offer. We respectfully ask to have this matter remain closed since we have continued to honor his request and no further resolution was requested. 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 30, 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. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to the complaint. While we understand that she was dissatisfied with our reply, as stated in our letter dated March 23, 2017 “but if she (Ms. [redacted]) feels the MPA has no value for her she may cancel by contacting our Benefits department directly at [redacted] The case remains closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 12, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Mr. [redacted] was assisted by Executive Member Services associate [redacted]. Our records indicate that Mr. [redacted] was provided with a discount and on April 10, 2017, he confirmed that he received the [redacted] Upright Bike. Mr. [redacted] is welcome to contact Ms[redacted] at [redacted] extension [redacted] if he has any further questions about this issue or his discount. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
January 3, 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 recent online order...
experience and request for a refund. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in Mr. [redacted] order we found that Sears Online confirmed that the order was returned and processed a full refund of $75.76 on December 9, 2016, under return receipt number [redacted] Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94567161 - Hazen [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with Sears delivery and non-receipt...
of a full refund for his return.
It is unfortunate that we failed Mr. [redacted] expectations when he recently purchased a washer and dryer with delivery service from Sears. 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. We have reviewed our records and revealed that that the remaining amount of $131.46 was refunded to Mr. [redacted] on August 24, 2015. Therefore, 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 the requested refund 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,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-[redacted] Ext. [redacted]
Initial Business Response /* (1000, 14, 2015/07/21) */
July 20, 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 the...
refund she was entitled to receive since the amount collected at the beginning of her service was lower once the service was completed.
Ms. [redacted] was correct that she was owed $54.00 due to the fact that a less expensive part was used to complete her repair than originally projected. Currently when this happens, our technician mails in a form with his weekly paperwork, and then that form is processed by our billing department. Depending upon how timely the form is sent and the mail is running, not to mention how long the information that is sent in takes to be sorted through properly and then worked, it can take a few weeks for the refund to be issued and then a few weeks more for the consumer to receive it. In Ms.[redacted] case, the refund was promised on our visit of May 29, 2015, and just under 3 weeks later, on June 18, 2015, our billing department processed the refund for $54.00, which generated a mailed bank check that Ms. [redacted] should have received within approximately 2-3 weeks. We apologize if she was not given a realistic time frame in which to expect to receive her refund. At this time, since she should have received her check by now as it has been longer than 3 weeks since it was mailed, 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]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: [redacted]
Initial Consumer Rebuttal /* (2000, 16, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally got my check. If someone on the phone could have told me it was coming then it wouldn't have been a problem, but no one could see that info & just keep giving me the run around. Customer service needs to be dramatically improved. It shouldn't be difficult to simply tell a customer the check is processing, is in the mail, or whatever the status is. I got the check the day after I filed the complaint so someone on the phone should have simply been able to say that my check was in the mail.
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have not fully completed our investigation Ms. [redacted] complaint regarding her dishwasher. Service was scheduled for...
February 2, 2017 but our service technician was not able to duplicate and issue with Ms. [redacted] dishwasher at that time although we do show multiple services completed with repairs to the pump and replacement of the motor. We are currently waiting contact from Ms. [redacted] to discuss the issue further. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Randall [redacted]
November 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – [redacted] Dear Ms[redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her recent online order...
experience and request to receive the full 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 Ms. [redacted]’ placed an order with a [redacted] vendor, not Sears Holdings Corporation. In Ms. [redacted]’ case, the order was fulfilled by [redacted] located at [redacted], and Email: [redacted] and [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we researched the seller’s return policy but were unable to locate them on Sears.com. As such, we have made the decision to make a onetime courtesy exception and issued the remaining balance of $83.10 back to Ms. [redacted]’ Visa account that she used at the time of purchase. For Ms. [redacted]’ records the return receipt number is 093014892877. Ms. [redacted] can expect to see the credit post to her account within 3 to 5 business days. In closure, since we have honored Ms. [redacted]’ requested resolution, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #[redacted] Chicago, IL 60611 Re: Joanne [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services has approved the replacement of Ms. [redacted]’s refrigerator. All Ms. [redacted] needs to do is go to her local Sears store and advise her sales person that her refrigerator has been approved for replacement. Sears will cover haul away, delivery and hook up of the new unit. Since we have approved Ms. [redacted]’s refrigerator for replacement, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
February 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his oven repair. Upon...
receiving Mr. [redacted] complaint, we reviewed our service system to confirm what repairs have been completed on his oven. Our records show that the baking element was replaced in Mr. [redacted] oven on August 25, 2015. There was a second repair in May of 2016; the technician replaced the touch panel. Unfortunately, the current repair needed (a new control board and touch panel) for Mr. [redacted] oven is outside the 90-day service guarantee offered under the previous repair. Furthermore, many things could have caused his control board and touch panel to fail during the ten months since the last repair was completed; for example, a power surge could easily have caused the aforementioned failure. If Mr. [redacted] elects to have his oven repaired, he will be financially responsible for the cost of parts and labor. With that said, as a courtesy, we are willing to offer a 30% service refund if Mr. [redacted] has Sears Home Services repair his oven; alternatively, if he decides to purchase a new oven from Sears, we could offer a 20% sales adjustment. Mr. [redacted] can send copies of either his Sears repair receipt or Sears purchase receipt to [redacted] if he accepts either offer. In the interim, since a fair resolution has been proposed, we ask that this matter be closed. We apologize to Mr. [redacted] we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 27, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she...
attempted to return the event party tent after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Kmart.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...”Since Ms. [redacted] purchased the event party tent on May 4, 2016, and attempted to return it on July 12, 2016, she was clearly over the 30-day “hassle-free” return period.
After the Kmart 30 day return/exchange period has expired, Ms. [redacted] would need to contact the manufacturer, [redacted] at ([redacted] regarding the defective parts. Since we have addressed the issue in Ms. [redacted] complaint, 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.
Sincerely,
[redacted]
See attachment.
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,
[redacted]
May 1, 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 the problems she encountered with the outlet store when he...
reported that the dryer he purchased was delivered damaged.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We can assure Mr. [redacted] that any variance from our accepted business practices and policies will be addressed. His complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further. According to our records, the dryer was returned and on April 19, 2017 we issued Mr. [redacted] a credit of $551.68 on his credit card ending in [redacted]. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because: Sears are crooks thats the reason that they are now in so much trouble. I didn't get any help from customer service due to neither customer service rep spoke or understood any English. This is a fact also packages was delivered but SEARS didn't include all of my items in the boxes I spent a lot of money with Sears to be treated like this What they are doing is unethical unlawful illegal and wrong. PLEASE DON'T SHOP AT SEARS THEY ARE ORGANIZED SCAMERS AND LIARS. THAT'S WHY IT TOOK SO LONG FOR SEARS TO RESPOND. THEY NEED TO GET WITH THE PROGRAM THIS IS WHY THEY ARE STRUGGLING FINANCIALLY TO STAY OPENED AND OTHER STORES THAT BELIEVE IN GREAT CUSTOMER SERVICE IS THRIVING. TRYING TO GET OVER ON ME ISN'T GOING TO HELP
Sincerely,
[redacted]
February 7, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his refrigerator repair. It is...
regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Our records show that several repair attempts have been made to Mr. [redacted] refrigerator. The last repair was completed on February 6, 2017, with the installation of an evaporator and drier. While Mr. [redacted] no longer carries a Master Protection Agreement (MPA) on his refrigerator, and his warranty does not provide for food loss reimbursement, we have submitted a $200.00 food loss request for customer satisfaction. The request was processed on February 7, 2017, so Mr. [redacted] should receive a check in the next two weeks. With that said, since we have documented Mr. [redacted] concerns with the repair process, and we have completed the repair to his refrigerator, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time, we are willing to waive the diagnosis fee we charge so that a technician can examine the unit and determine what the issue may be. He would then provide Ms. [redacted] with an estimate for repair if there is a malfunction. If Ms. [redacted] chooses to proceed, we will waive the labor fees and she will only be responsible for the cost of any parts that may be needed. According to our files, Ms. [redacted] was also offered 20% off of a new washer purchased from Sears
Nita [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] - Lisa H [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the completion of the repairs for her refrigerator. It is...
unfortunate that our third party provider failed to keep Ms. [redacted] informed of the part delays. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, but we can assure Ms. [redacted] that her concerns have been forwarded to management 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 any inconvenience. We respectfully ask that this matter be closed, since we have repaired Ms. [redacted] refrigerator and noted her candid feedback. Again, we apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted]Vanessa.L.[redacted]@searshc.com
February 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his griddle order. We have reviewed Mr. [redacted] new concern and would again like to assist him with a resolution as we have offered in our last two responses to the Revdex.com. If in fact the return label we issued was not accepted by [redacted] then we would rather arrange a point of contact at his local Sears store for the return instead of creating a new label. However, Mr. [redacted] has stated in his most recent response that he has already purchased a new griddle from another retailer. If Mr. [redacted] would like to accept a return and refund from the store then we ask him to contact us via email at [redacted] so that we can make arrangements with a Manager to meet him and resolve his complaint. As clarification again, Sears is willing to stand behind this product Mr. [redacted] purchased and we will accept the return and issue a refund if Mr. [redacted] would like to proceed with our offer. We respectfully ask to have this matter remain closed since we have continued to honor his request and no further resolution was requested. 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 30, 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. We have reviewed both our response and Ms. [redacted] rebuttal, and we do not find that she has brought any new information to the complaint. While we understand that she was dissatisfied with our reply, as stated in our letter dated March 23, 2017 “but if she (Ms. [redacted]) feels the MPA has no value for her she may cancel by contacting our Benefits department directly at [redacted] The case remains closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 12, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, Mr. [redacted] was assisted by Executive Member Services associate [redacted]. Our records indicate that Mr. [redacted] was provided with a discount and on April 10, 2017, he confirmed that he received the [redacted] Upright Bike. Mr. [redacted] is welcome to contact Ms[redacted] at [redacted] extension [redacted] if he has any further questions about this issue or his discount. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
January 3, 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 recent online order...
experience and request for a refund. We would first like to apologize for any inconvenience Mr. [redacted] may have experienced. After reviewing the notes in Mr. [redacted] order we found that Sears Online confirmed that the order was returned and processed a full refund of $75.76 on December 9, 2016, under return receipt number [redacted] Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 11, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94567161 - Hazen [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with Sears delivery and non-receipt...
of a full refund for his return.
It is unfortunate that we failed Mr. [redacted] expectations when he recently purchased a washer and dryer with delivery service from Sears. 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. We have reviewed our records and revealed that that the remaining amount of $131.46 was refunded to Mr. [redacted] on August 24, 2015. Therefore, 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 the requested refund 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,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-[redacted] Ext. [redacted]
Initial Business Response /* (1000, 14, 2015/07/21) */
July 20, 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 the...
refund she was entitled to receive since the amount collected at the beginning of her service was lower once the service was completed.
Ms. [redacted] was correct that she was owed $54.00 due to the fact that a less expensive part was used to complete her repair than originally projected. Currently when this happens, our technician mails in a form with his weekly paperwork, and then that form is processed by our billing department. Depending upon how timely the form is sent and the mail is running, not to mention how long the information that is sent in takes to be sorted through properly and then worked, it can take a few weeks for the refund to be issued and then a few weeks more for the consumer to receive it. In Ms.[redacted] case, the refund was promised on our visit of May 29, 2015, and just under 3 weeks later, on June 18, 2015, our billing department processed the refund for $54.00, which generated a mailed bank check that Ms. [redacted] should have received within approximately 2-3 weeks. We apologize if she was not given a realistic time frame in which to expect to receive her refund. At this time, since she should have received her check by now as it has been longer than 3 weeks since it was mailed, 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]
Team Manager, Regulatory Complaints
Direct Line: [redacted]
Email: [redacted]
Initial Consumer Rebuttal /* (2000, 16, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally got my check. If someone on the phone could have told me it was coming then it wouldn't have been a problem, but no one could see that info & just keep giving me the run around. Customer service needs to be dramatically improved. It shouldn't be difficult to simply tell a customer the check is processing, is in the mail, or whatever the status is. I got the check the day after I filed the complaint so someone on the phone should have simply been able to say that my check was in the mail.