May 25, 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] complaint regarding her dissatisfaction with the multiple repairs on her...
washer and her request for a refund on her washer and extended warranty.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. We have researched Ms. [redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement.
According to our records, Ms. [redacted] purchased the washer on March 30, 2015 along with a 3-year protection agreement. On August 30, 2016 she reported a vibrating issue. Since the manufacturer’s warranty expired on April 1, 2016, service was scheduled under her MPA for September 6, 2016. Our technician installed several parts and the first repair with functional parts replaced was completed on September 27, 2016. We did not hear from Ms. [redacted] again until March 30, 2016 when she requested a preventive maintenance check on her washer. When the technician arrived, she notified him that the washer was having an intermittent draining issue and he advised her to schedule service. On April 5, 2017 Ms. [redacted] requested service for the drainage issue. Our technician assessed the washer and ordered several parts again; the second repair with functional parts replaced was completed on April 27, 2017. Regrettably, on May 1, 2017 Ms. [redacted] reported a vibration problem with the washer and service was scheduled again. Our technician assessed the washer and reported that member was using too much soap. He instructed her to use less soap; no parts were replaced and the service order was closed. On May 15, 2017 Ms. [redacted] requested service again and reported that the washer was not spinning. Our technician reported that he found the pump packed with lint and a couple of other items. The technician cleaned out the pump and the unit was operational; no parts were replaced and the service order was closed. If the washer continues to fail within the next few months, Ms. [redacted] can contact me directly at [redacted]
As far as Ms. [redacted] request for a refund on the washer is concerned, we did not find this was warranted, specifically since she purchased the washer in 2015 and our 30-day return period expired 2 years ago. Ms. [redacted] also mentioned that she would like a refund on her extended warranty. Ms. [redacted] has the option to contact our contract department to cancel her agreement and receive a pro-rated refund. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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] 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,
Alan R[redacted]
March 16, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tralisha A. [redacted] Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request to receive the products she ordered or a full refund. Eri[redacted], Store General Manager for Unit 2036, provided the following response: It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Unfortunately, the color that Ms. [redacted] selected is on back order. However, Ms. [redacted] agreed to take the product in a different color which is due to arrive this week. Once the product arrives, the store will cancel the original order so that a refund is processed. Should Ms. [redacted] have any further questions or concerns, she may contact our store directly at (731) 660-2201. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:In addition to the fact finish of the [redacted] polished chrome refrigerator did not match brushed chrome [redacted] dish washer in my kitchen. The new refrigerator was not working properly from the day it was installed which I explained to Sears delivery service department at the time I requested return of the refrigerator. I did not accept nor refuse the points that was offered to me instead of the 195.00 credit to my credit card account, which was not satisfactory to me.
Sincerely,
[redacted]
June 19, 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 recent online order experience....
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] located at [redacted], email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [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. With that said, as a onetime courtesy exception we have issued a full refund of $26.50 back to Mr. [redacted]. Additionally, he may either keep or dispose of the merchandise to his discretion. 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
Contact Name and Title: [redacted]
Contact Email: [redacted].[redacted]@searshc.com
October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms....
[redacted]'s complaint regarding the repair of her refrigerator.
It is unfortunate that we failed Ms. [redacted]'s expectations when she called Sears for service on her refrigerator. We value Ms. [redacted]'s patronage, and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. Because we value Ms. [redacted]'s patronage, we have exchanged her refrigerator under salescheck# 099118877657 and delivery is scheduled for tomorrow, October 23, 2015. That being said, because we have provided Ms. [redacted] with her requested resolution, 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]@searshc.com
Complaint: [redacted]
I am rejecting this response because: Dear Ms. [redacted]I have contacted [redacted] and she will be sending me a new washing machine to replace the leaking stainless steel unit, on Saturday, June 3, 2017. I am not completely satisfied as the washer and dryer unit that I have purchased was a matching stainless steel set. The replacement unit is white as there was not stainless unit carried by Sears. Unfortunately, my dryer was damaged by Sears's technician while servicing the washing machine. I was told that I need to go through Sears's third party claims adjuster. Unfortunately the representative on my case will not be in this week. I stated my dissatisfaction about the damages and the unit's no longer matching. The representative advised that more than likely, they would not replace the unit. I am awaiting the determination from [redacted] as to how this case will move forward.I feel that Sears should do the right thing and send me the matching unit for the washer chosen. ([redacted]I will let you know as soon as I receive an update from [redacted] on my case.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Sears has made this a marketing ploy .... they list several items at these very low prices so shoppers run through fast selecting and buying items thinking falsely that they are getting a great buy....or showing these prices through other pages and ads to draw in shoppers....to take advantage of more simple folks....Sears wants us to buy at our own risk....REALLY....is this to be your new motto.....great marketing....dare you to pass this on to your CEO and see his actions taken.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Murray [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his refrigerator. Sears Home...
Services records indicate that a technician was dispatched to Mr. [redacted] home on November 1, 2016. Notes from the service call indicate that the technician found that the defrost drain plug required adjustment. The freezer was defrosted and upon leaving the home the freezer draw was closing as designed. Since the repairs have been completed, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
July 19, 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 problem she encountered when she attempted to return...
the Craftsman Storage Shed and shelf 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 Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. We would like to note that the return policy is listed below the description of the storage shed she purchased online. With that being said, the Sears 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 storage shed on May 26, 2016, and attempted to return it on July 11, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the storage shed is covered by the manufacturer’s 10-year warranty. Since Ms. [redacted] mentioned in her complaint that the storage shed is defective, we informed her that we would exchange it for the same model. As a one-time courtesy, we offered to cover the delivery and haul away on the exchange. We explained that in future, she would have to follow the manufacturer’s instructions for an in-warranty issue. She accepted the offer and requested delivery of the storage shed scheduled for August 15, 2016.
We explained that the shelf was over the 30 day return period and did not qualify for a return or exchange. As for the [redacted] Shop Your Way Reward points, we researched and discovered that the points were deducted, but due to a system glitch the purchase did not provide a receipt. When the shelf was returned the points were not credited since the system could not relate it to the initial purchase. On July 19, 2016 we manually issued [redacted] SYWR points to Ms. [redacted] account. In the interim, since we have addressed the issue brought forth 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]
May 17, 2017Revdex.comAttn: [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted]Revdex.com Case #: [redacted]Via: Revdex.com WebsiteDear Ms. [redacted]Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently...
brought to our attention. On behalf of SHIP please know that we do value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed investigating the complaint. I have received notice from our district office that all repairs have been completed. I spoke to Mrs. [redacted] on 03/30/2017 and she confirmed the same.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted]Sincerely,
[redacted]SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
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]
June 30, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return the lawn mower after the 30-day return period.
We have Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied that with the delay in the repair process, the fact remains that the lawn mower has been sent for a warranty repair. As a courtesy, we did contact the service unit and requested for the repair to be expedited. As previously mentioned, if the technician deems the lawn mower unrepairable then it will be replaced under warranty. As this decision is commensurate to the circumstances, 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]
[redacted]
October 11, 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 Sears Home Services. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to her range repair. Additionally, we forwarded Ms. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. [redacted] with unit [redacted] spoke with Ms. [redacted] on September 28, 2016, and was able to arrange for service that same day. The technician examined the range and found that the element needed to be replaced. Although the part was immediately ordered, it was not readily available from the manufacturer and could not be installed until October 8, 2016. As a conciliatory gesture for any inconvenience Ms. [redacted] may have experienced, we have processed a 25% refund of the service fee. Ms. [redacted] should see a credit in the amount of $127.40 post to her [redacted] account ending in [redacted] in the next five to seven days. In the interim, since we have completed the repair to Ms. [redacted] range, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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 in as far as sears has acknowledged that the repair person or the company lied about having been at my house the day of the appointment and they lied about nobody being home when they called. unfortunately sears continues to hide behind their policy of giving unhappy customers a coupon to keep them quiet and know that with time any unhappy customer will give up on their complaint and go away. sears' blatant disregard for how their customers are treated is something that should be held up to other company's as a shining example of how NOT to instill loyalty from customers and if I could I would flush sears down the toilet, leaving only their skid marks as evidence that they existed at all.from the top down,sears is the epitome of mediocrity.Sears (abandon hope all ye who enter).
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. I do appreciate the efforts by Sears to make this right. It would have been nice to be able to talk to someone with this kind of power to correct the situation to begin with instead of someone in India who I couldn't understand very well. It would have saved a lot of aggravation. Thank You
Sincerely,
[redacted]
August 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #11596495 – Glenn [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and partial refund of his kmart.com layaway order. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently used Kmart online layaway. 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, our records show that refunds of $24.69, $19.69 and $5.00 were issued to Mr. [redacted]’s PayPal account on July 26, 2016. These refunds represent the total amount Mr. [redacted] paid, less a $10.00 cancellation fee. 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]’s 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
August 4, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94[redacted] - Andrea [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal to our response regarding her dissatisfaction that her microwave continues to have problems even after the recent repair was completed.
On August 4, 2015 we reached out to Ms. [redacted] to discuss her concern regarding the microwave. She stated that the microwave is making an electronic popping noise. Ms. [redacted] stated that since the microwave is working, she had not called for service because she was going to wait until it stopped working. Ms. [redacted] confirmed that the initial microwave that she purchased had the same electrical problem and it was replaced with the same model. Due to the previous history on the original model and the service history on its replacement, we offered to exchange the microhood at this time and Ms. [redacted] accepted the offer. We provided Ms. [redacted] with the authorization information and instructions for the replacement microhood. After the unit has been installed, the protection agreement will be transferred to the new model and will expire on September 7, 2018. With that being said, since the authorization for the replacement of the microhood is a resolution that met with Ms. [redacted]'s approval, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
512-[redacted]
matilda[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Chuck F[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,
Cyril J[redacted]
May 25, 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] complaint regarding her dissatisfaction with the multiple repairs on her...
washer and her request for a refund on her washer and extended warranty.
Before going further, we would like to note that Ms. [redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. We have researched Ms. [redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement.
According to our records, Ms. [redacted] purchased the washer on March 30, 2015 along with a 3-year protection agreement. On August 30, 2016 she reported a vibrating issue. Since the manufacturer’s warranty expired on April 1, 2016, service was scheduled under her MPA for September 6, 2016. Our technician installed several parts and the first repair with functional parts replaced was completed on September 27, 2016. We did not hear from Ms. [redacted] again until March 30, 2016 when she requested a preventive maintenance check on her washer. When the technician arrived, she notified him that the washer was having an intermittent draining issue and he advised her to schedule service. On April 5, 2017 Ms. [redacted] requested service for the drainage issue. Our technician assessed the washer and ordered several parts again; the second repair with functional parts replaced was completed on April 27, 2017. Regrettably, on May 1, 2017 Ms. [redacted] reported a vibration problem with the washer and service was scheduled again. Our technician assessed the washer and reported that member was using too much soap. He instructed her to use less soap; no parts were replaced and the service order was closed. On May 15, 2017 Ms. [redacted] requested service again and reported that the washer was not spinning. Our technician reported that he found the pump packed with lint and a couple of other items. The technician cleaned out the pump and the unit was operational; no parts were replaced and the service order was closed. If the washer continues to fail within the next few months, Ms. [redacted] can contact me directly at [redacted]
As far as Ms. [redacted] request for a refund on the washer is concerned, we did not find this was warranted, specifically since she purchased the washer in 2015 and our 30-day return period expired 2 years ago. Ms. [redacted] also mentioned that she would like a refund on her extended warranty. Ms. [redacted] has the option to contact our contract department to cancel her agreement and receive a pro-rated refund. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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] 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,
Alan R[redacted]
March 16, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tralisha A. [redacted] Dear Ms[redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order experience and request to receive the products she ordered or a full refund. Eri[redacted], Store General Manager for Unit 2036, provided the following response: It is unfortunate that we failed Ms. [redacted] expectations and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Unfortunately, the color that Ms. [redacted] selected is on back order. However, Ms. [redacted] agreed to take the product in a different color which is due to arrive this week. Once the product arrives, the store will cancel the original order so that a refund is processed. Should Ms. [redacted] have any further questions or concerns, she may contact our store directly at (731) 660-2201. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:In addition to the fact finish of the [redacted] polished chrome refrigerator did not match brushed chrome [redacted] dish washer in my kitchen. The new refrigerator was not working properly from the day it was installed which I explained to Sears delivery service department at the time I requested return of the refrigerator. I did not accept nor refuse the points that was offered to me instead of the 195.00 credit to my credit card account, which was not satisfactory to me.
Sincerely,
[redacted]
June 19, 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 recent online order experience....
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] located at [redacted], email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [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. With that said, as a onetime courtesy exception we have issued a full refund of $26.50 back to Mr. [redacted]. Additionally, he may either keep or dispose of the merchandise to his discretion. 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
Contact Name and Title: [redacted]
Contact Email: [redacted].[redacted]@searshc.com
October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms....
[redacted]'s complaint regarding the repair of her refrigerator.
It is unfortunate that we failed Ms. [redacted]'s expectations when she called Sears for service on her refrigerator. We value Ms. [redacted]'s patronage, and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. Because we value Ms. [redacted]'s patronage, we have exchanged her refrigerator under salescheck# 099118877657 and delivery is scheduled for tomorrow, October 23, 2015. That being said, because we have provided Ms. [redacted] with her requested resolution, 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]@searshc.com
Complaint: [redacted]
I am rejecting this response because: Dear Ms. [redacted]I have contacted [redacted] and she will be sending me a new washing machine to replace the leaking stainless steel unit, on Saturday, June 3, 2017. I am not completely satisfied as the washer and dryer unit that I have purchased was a matching stainless steel set. The replacement unit is white as there was not stainless unit carried by Sears. Unfortunately, my dryer was damaged by Sears's technician while servicing the washing machine. I was told that I need to go through Sears's third party claims adjuster. Unfortunately the representative on my case will not be in this week. I stated my dissatisfaction about the damages and the unit's no longer matching. The representative advised that more than likely, they would not replace the unit. I am awaiting the determination from [redacted] as to how this case will move forward.I feel that Sears should do the right thing and send me the matching unit for the washer chosen. ([redacted]I will let you know as soon as I receive an update from [redacted] on my case.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Sears has made this a marketing ploy .... they list several items at these very low prices so shoppers run through fast selecting and buying items thinking falsely that they are getting a great buy....or showing these prices through other pages and ads to draw in shoppers....to take advantage of more simple folks....Sears wants us to buy at our own risk....REALLY....is this to be your new motto.....great marketing....dare you to pass this on to your CEO and see his actions taken.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Murray [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services and repairs to his refrigerator. Sears Home...
Services records indicate that a technician was dispatched to Mr. [redacted] home on November 1, 2016. Notes from the service call indicate that the technician found that the defrost drain plug required adjustment. The freezer was defrosted and upon leaving the home the freezer draw was closing as designed. Since the repairs have been completed, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
July 19, 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 problem she encountered when she attempted to return...
the Craftsman Storage Shed and shelf 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 Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. We would like to note that the return policy is listed below the description of the storage shed she purchased online. With that being said, the Sears 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 storage shed on May 26, 2016, and attempted to return it on July 11, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the storage shed is covered by the manufacturer’s 10-year warranty. Since Ms. [redacted] mentioned in her complaint that the storage shed is defective, we informed her that we would exchange it for the same model. As a one-time courtesy, we offered to cover the delivery and haul away on the exchange. We explained that in future, she would have to follow the manufacturer’s instructions for an in-warranty issue. She accepted the offer and requested delivery of the storage shed scheduled for August 15, 2016.
We explained that the shelf was over the 30 day return period and did not qualify for a return or exchange. As for the [redacted] Shop Your Way Reward points, we researched and discovered that the points were deducted, but due to a system glitch the purchase did not provide a receipt. When the shelf was returned the points were not credited since the system could not relate it to the initial purchase. On July 19, 2016 we manually issued [redacted] SYWR points to Ms. [redacted] account. In the interim, since we have addressed the issue brought forth 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]
May 17, 2017Revdex.comAttn: [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: [redacted]Revdex.com Case #: [redacted]Via: Revdex.com WebsiteDear Ms. [redacted]Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently...
brought to our attention. On behalf of SHIP please know that we do value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. This letter serves to confirm that we have completed investigating the complaint. I have received notice from our district office that all repairs have been completed. I spoke to Mrs. [redacted] on 03/30/2017 and she confirmed the same.As the investigation has been completed, we are closing our file at this time. Thank you for your time, effort and patience during the investigation. If you have any further questions or concerns, please contact me at [redacted] or via email at [redacted]Sincerely,
[redacted]SHIP/HI Regulatory Complaint Specialist cc: [redacted] via First Class Mail
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]
June 30, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return the lawn mower after the 30-day return period.
We have Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied that with the delay in the repair process, the fact remains that the lawn mower has been sent for a warranty repair. As a courtesy, we did contact the service unit and requested for the repair to be expedited. As previously mentioned, if the technician deems the lawn mower unrepairable then it will be replaced under warranty. As this decision is commensurate to the circumstances, 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]
[redacted]
October 11, 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 Sears Home Services. First, we...
would like to apologize to Ms. [redacted] for failing her expectations in regard to her range repair. Additionally, we forwarded Ms. [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly. [redacted] with unit [redacted] spoke with Ms. [redacted] on September 28, 2016, and was able to arrange for service that same day. The technician examined the range and found that the element needed to be replaced. Although the part was immediately ordered, it was not readily available from the manufacturer and could not be installed until October 8, 2016. As a conciliatory gesture for any inconvenience Ms. [redacted] may have experienced, we have processed a 25% refund of the service fee. Ms. [redacted] should see a credit in the amount of $127.40 post to her [redacted] account ending in [redacted] in the next five to seven days. In the interim, since we have completed the repair to Ms. [redacted] range, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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 in as far as sears has acknowledged that the repair person or the company lied about having been at my house the day of the appointment and they lied about nobody being home when they called. unfortunately sears continues to hide behind their policy of giving unhappy customers a coupon to keep them quiet and know that with time any unhappy customer will give up on their complaint and go away. sears' blatant disregard for how their customers are treated is something that should be held up to other company's as a shining example of how NOT to instill loyalty from customers and if I could I would flush sears down the toilet, leaving only their skid marks as evidence that they existed at all.from the top down,sears is the epitome of mediocrity.Sears (abandon hope all ye who enter).
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. I do appreciate the efforts by Sears to make this right. It would have been nice to be able to talk to someone with this kind of power to correct the situation to begin with instead of someone in India who I couldn't understand very well. It would have saved a lot of aggravation. Thank You
Sincerely,
[redacted]
August 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #11596495 – Glenn [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and partial refund of his kmart.com layaway order. It is unfortunate that we failed Mr. [redacted]’s expectations when he recently used Kmart online layaway. 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, our records show that refunds of $24.69, $19.69 and $5.00 were issued to Mr. [redacted]’s PayPal account on July 26, 2016. These refunds represent the total amount Mr. [redacted] paid, less a $10.00 cancellation fee. 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]’s 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, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. [redacted]
August 4, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. [redacted]
Chicago, IL 60611
Re: # 94[redacted] - Andrea [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s rebuttal to our response regarding her dissatisfaction that her microwave continues to have problems even after the recent repair was completed.
On August 4, 2015 we reached out to Ms. [redacted] to discuss her concern regarding the microwave. She stated that the microwave is making an electronic popping noise. Ms. [redacted] stated that since the microwave is working, she had not called for service because she was going to wait until it stopped working. Ms. [redacted] confirmed that the initial microwave that she purchased had the same electrical problem and it was replaced with the same model. Due to the previous history on the original model and the service history on its replacement, we offered to exchange the microhood at this time and Ms. [redacted] accepted the offer. We provided Ms. [redacted] with the authorization information and instructions for the replacement microhood. After the unit has been installed, the protection agreement will be transferred to the new model and will expire on September 7, 2018. With that being said, since the authorization for the replacement of the microhood is a resolution that met with Ms. [redacted]'s approval, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
512-[redacted]
matilda[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Chuck F[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,
Cyril J[redacted]