[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 parts purchased from Sears. [redacted] Sears Parts Direct...
Customer Advocate provided the following response: After receiving and reviewing Ms. [redacted] complaint, I contacted her to discuss her concerns. Once contact was made Ms. [redacted] informed me that the local store will be shipping the ordered part to her home and that no further action was needed. That said, if Ms. [redacted] has any other concerns we invite her to contact her case manager, [redacted] at [redacted]. Since we have been advised by Ms. [redacted] that her part is being mailed to her, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
August 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Rogers C. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and non-receipt of the merchandise. 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 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number ([redacted]) [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we show that a lost tracer was issued and UPS confirmed that the order was in fact delivered. While it is our understanding that the order was delivered to Mr. [redacted] address, we have requested that a refund be processed as a onetime courtesy exception. Mr. [redacted] can expect to see the credit post to his account within 3 to 5 business days from today’s date. In closure, since an equitable resolution has been provided to Mr. Moore, 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
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 4, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed our investigation of Ms....
[redacted] complaint regarding her recent visit to her local Auto Center. Auto Center Manage[redacted] provided the following response: As clarification, when we examined Ms. [redacted] vehicle, it was found that one of the tabs to her oil filter housing was broken and our tool wasn't able to grab ahold of it to remove it. She was not charged for anything because we didn't perform any service other than a courtesy check. That said, the [redacted] is not redeemable for cash and we do not find that we did anything wrong in this case. As such, we will not be granting Ms. [redacted] request. Should she have any further questions or concerns, I [redacted] may be reached during normal business hours at ([redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is somewhat satisfactory to me but would be much better if you would able to ship the same product to home for free as it was scheduled it that way before. Now I'll end up driving to Sears [redacted], NY about 20 miles far from where I live, because the product is not available in Sears [redacted] location.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Vishal [redacted] Dear Ms. [redacted]: We have not completed our investigation of Mr. [redacted]’s issues with his service experience. Our service unit reached out to Mr....
[redacted] to set service with a senior service technician. We have been unable to speak to Mr. [redacted], his voice mail states he is out of the country and the only way to reach his is via text or email Mr. [redacted]’s voice message does not say when he will be back in the country. Unfortunately our service unit is unable to text our customers. We have emailed Mr. [redacted] to contact us once he has returned to the country and we will be happy to assist him with the repairs. In the mean time we have closed this case pending Mr. [redacted]’s response. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Jenny [redacted] #9455[redacted]
Dear Ms. [redacted]:
We have not completed the investigation of Ms. [redacted]'s complaint regarding repairs to her television.
Sears Home Services is scheduled to install a...
new optical engine into Ms. [redacted]'s television later today, August 3, 2015. Once resolved, we will provide an additional update.
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 Speci[redacted]st
Sears Holdings Corporation
Adam.[redacted]@searshc.com
October 6, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tracy [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding a new online order for a pair of...
Ear Flat Headphones. After reviewing the notes in this order, we found that Ms. [redacted] had previously been in contact with Sears Online. Accordingly, a refund of $13.20 was processed in the form of a check and $0.49 was credited back to her Shop Your Way Reward account. This refund was processed on October 3, 2016; therefore Ms. [redacted] can expect to receive the check in the mail within 7 to 10 business days from that date. In the interim, we have noted Ms. [redacted]’s concerns and respectfully ask to have this matter closed, pending receipt of the check in the mail. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Rashad [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding modem. All sales are final...
at stores undergoing liquidation and this is posted in the stores as well as on the receipts. However, if an item is defective, an exception will be made. We apologize for many misunderstanding. If Mr. [redacted] will visit the sore and ask for Jeff or Larry, he will be provided with a refund. In the meantime, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([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,
[redacted]
December 15, 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 her refrigerator. First, we would...
like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator 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. Territory Member Advocate Supervisor [redacted] with unit [redacted] contacted our Routing department to see if Ms. [redacted] repair could be moved up. The soonest available appointment was December 12, 2016, which Ms. [redacted] accepted. On the date of service, the technician replaced the compressor, drier assembly and valve; completing the repair. While we are unable to replace Ms. [redacted] refrigerator, as a conciliatory gesture, we have purchased a one-year extension to Ms. [redacted] Master Protection Agreement (MPA); the coverage now expires on January 7, 2018. In summary, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and we have 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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Edna [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted]’s complaint regarding the service for her A/C unit under her Sears Home Warranty. ...
We would first like to point out that [redacted] ([redacted]) is the obligor of the Sears Home Services Home and Appliance Warranty Programs ([redacted] ** Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted]’s contract. Upon receipt of Ms. [redacted]’s complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. [redacted] reply state that the parts did arrive and the provider was ready to install the parts needed to repair her A/C a service has been set up for August 9, 2016. [redacted] has agreed to pay the out of pocket cost of $309.00 that would have been Ms. [redacted]’s responsibility for customer satisfaction reasons due to the delay in completing the service. Ms. [redacted] has been informed of this and since it is our understanding that this resolution was acceptable to Ms. [redacted] we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa[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,
[redacted]
December 22, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted]- Rohit [redacted] Dear Ms....
[redacted]: We have completed the investigation of Mr. [redacted] complaint regarding a recent order. We have spoken with Mr. [redacted] and he indicated that the resolution we provided resolved the matter to his satisfaction. As such, 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,Tammie [redacted]Specialist, Regulatory ComplaintsEmail: Tammie[redacted]@searshc.comTell us why here...
April 5, 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 recent online order experience and...
request for a refund. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations and we can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we sent an email correspondence and left a message advising that we would like to assist in resolving this matter. Mr. [redacted] returned our call and indicated that he would be coming into the store to receive the refund. Additionally, we hope that in the future the [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Francis [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her range. It is unfortunate that we...
failed Ms. [redacted]’s expectations when she called Sears for service on her range. We value Ms. [redacted]’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home Services. We can assure Ms. [redacted] that her concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on September 22nd when a previously ordered control board was installed. After the board was installed the unit was tested and was found to be operating as designed. Since we have completed the service to Ms. [redacted]’s range, we respectfully request that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Initial Business Response /* (1000, 8, 2015/04/30) */
April 30, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding the refund of her online order that she alleges she did not picked up from the store.
Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. Upon receipt of [redacted] complaint we reached out to [redacted], Store Manager for Kmart[redacted], to assist with [redacted] concerns. [redacted] confirmed that [redacted] was issued a full refund of $133.58 to her Sears credit card on April 14, 2015. If [redacted] has not received the credit, she can contact Manager [redacted] at [redacted] or via [redacted]. With that being said, since we have provided [redacted] with her desired resolution, we have closed our file.
Again, we apologize to [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]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms. [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above- referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their...
overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. I would like to address Mr. [redacted] allegations that he was not informed of the interest for financing his window replacement contract I spoke with Mr. [redacted] on April 4th, 2017, and Mr. [redacted] told me directly that SHIP did in fact provide him with a copy of the contract. He also indicated that we provided him a CD that contained all documents related to the windows he had financed and purchased. Mr. [redacted] went on to tell me that he never read the documents until sometime after the windows were installed. The contract was signed on September 20th, 2016, and the windows were installed on November 11th, 2016. There was over 30 days in-between those dates that the member had all documents for the window order for his review and he could have questioned or canceled the installation. SHIP apologizes for any inconvenience Mr. [redacted] may have experienced but the facts indicate there was nothing more we could have done to insure Mr. [redacted] knew what his interest rate was. He had the documents; he just chose not to read them. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mr. [redacted]
October 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Mary J. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with our...
customer service and failure to deliver a washer she purchased from Sears. It is unfortunate that we failed Ms. [redacted]’s expectations when she recently purchased a washer from Sears using Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that our Sears Store spoke with Ms. [redacted] on September 17, 2016, and arranged for her to receive delivery of her washer on September 23rd. However, our delivery team was unable to complete the delivery as scheduled because Ms. [redacted] was not home. Our store and delivery department have made several phone calls in attempt to reach Ms. [redacted] since, but she does not answer and has not replied to our messages. Delivery of the washer has been rescheduled for Saturday, October 15, 2016. If Ms. [redacted] would like to discuss her complaint further or reschedule the delivery date, she may contact [redacted], Manager for Sears Store number 1012, at ([redacted] at her earliest convenience, and preferably within 10 business days. Until we have had the opportunity to speak with Ms. [redacted], we can only reiterate that we regret any inconvenience she may have experienced. We respectfully ask to have this matter closed, pending Ms. [redacted]’s response or the successful delivery of her washer. 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] ###-###-#### Ext. [redacted]
Initial Business Response /* (1000, 5, 2015/10/22) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms.[redacted] complaint regarding a...
refund she is waiting for from Sears.
[redacted] Operations Manager from the [redacted]m Sears, provided the following response:
A bank check in the amount of $1381.00 has been processed and will be mailed to Ms.[redacted] Typically a consumer can expect to receive a bank check within 10/14 days of processing. If Ms.[redacted]has any additional concerns, I invite her to contact me at the store, I can be reached at [redacted]XXX-XXXX. Since it is my understanding that Ms.[redacted]was satisfied with receiving the aforementioned refund, 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I heard from [redacted] operations manager, from the [redacted]m Sears store and she told me on 10/22/15 that Sears is sending out a check for $1381. [redacted] told me the check would reach me within 6-8 weeks. [redacted] regulatory claims specialist, at the [redacted]m store says in his letter dated 10/22/15 that I should received the check in 10-14 days. I'll consider this claim 100% and totally resolved when I receive and deposit the check. I reserve the right to contact the Revdex.com of Chicago if I do not receive the check Sears has promised to me. And, I thank the Revdex.com of Chicago for helping me to resolve this frustrating and time consuming issue.
[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 parts purchased from Sears. [redacted] Sears Parts Direct...
Customer Advocate provided the following response: After receiving and reviewing Ms. [redacted] complaint, I contacted her to discuss her concerns. Once contact was made Ms. [redacted] informed me that the local store will be shipping the ordered part to her home and that no further action was needed. That said, if Ms. [redacted] has any other concerns we invite her to contact her case manager, [redacted] at [redacted]. Since we have been advised by Ms. [redacted] that her part is being mailed to her, 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
August 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Rogers C. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and non-receipt of the merchandise. 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 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number ([redacted]) [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we show that a lost tracer was issued and UPS confirmed that the order was in fact delivered. While it is our understanding that the order was delivered to Mr. [redacted] address, we have requested that a refund be processed as a onetime courtesy exception. Mr. [redacted] can expect to see the credit post to his account within 3 to 5 business days from today’s date. In closure, since an equitable resolution has been provided to Mr. Moore, 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
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 4, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed our investigation of Ms....
[redacted] complaint regarding her recent visit to her local Auto Center. Auto Center Manage[redacted] provided the following response: As clarification, when we examined Ms. [redacted] vehicle, it was found that one of the tabs to her oil filter housing was broken and our tool wasn't able to grab ahold of it to remove it. She was not charged for anything because we didn't perform any service other than a courtesy check. That said, the [redacted] is not redeemable for cash and we do not find that we did anything wrong in this case. As such, we will not be granting Ms. [redacted] request. Should she have any further questions or concerns, I [redacted] may be reached during normal business hours at ([redacted]. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is somewhat satisfactory to me but would be much better if you would able to ship the same product to home for free as it was scheduled it that way before. Now I'll end up driving to Sears [redacted], NY about 20 miles far from where I live, because the product is not available in Sears [redacted] location.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Vishal [redacted] Dear Ms. [redacted]: We have not completed our investigation of Mr. [redacted]’s issues with his service experience. Our service unit reached out to Mr....
[redacted] to set service with a senior service technician. We have been unable to speak to Mr. [redacted], his voice mail states he is out of the country and the only way to reach his is via text or email Mr. [redacted]’s voice message does not say when he will be back in the country. Unfortunately our service unit is unable to text our customers. We have emailed Mr. [redacted] to contact us once he has returned to the country and we will be happy to assist him with the repairs. In the mean time we have closed this case pending Mr. [redacted]’s response. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #[redacted]
Chicago, IL 60611
Re: Jenny [redacted] #9455[redacted]
Dear Ms. [redacted]:
We have not completed the investigation of Ms. [redacted]'s complaint regarding repairs to her television.
Sears Home Services is scheduled to install a...
new optical engine into Ms. [redacted]'s television later today, August 3, 2015. Once resolved, we will provide an additional update.
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 Speci[redacted]st
Sears Holdings Corporation
Adam.[redacted]@searshc.com
October 6, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Tracy [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding a new online order for a pair of...
Ear Flat Headphones. After reviewing the notes in this order, we found that Ms. [redacted] had previously been in contact with Sears Online. Accordingly, a refund of $13.20 was processed in the form of a check and $0.49 was credited back to her Shop Your Way Reward account. This refund was processed on October 3, 2016; therefore Ms. [redacted] can expect to receive the check in the mail within 7 to 10 business days from that date. In the interim, we have noted Ms. [redacted]’s concerns and respectfully ask to have this matter closed, pending receipt of the check in the mail. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Rashad [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding modem. All sales are final...
at stores undergoing liquidation and this is posted in the stores as well as on the receipts. However, if an item is defective, an exception will be made. We apologize for many misunderstanding. If Mr. [redacted] will visit the sore and ask for Jeff or Larry, he will be provided with a refund. In the meantime, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([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,
[redacted]
December 15, 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 her refrigerator. First, we would...
like to apologize to Ms. [redacted] for failing her expectations in regard to her refrigerator 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. Territory Member Advocate Supervisor [redacted] with unit [redacted] contacted our Routing department to see if Ms. [redacted] repair could be moved up. The soonest available appointment was December 12, 2016, which Ms. [redacted] accepted. On the date of service, the technician replaced the compressor, drier assembly and valve; completing the repair. While we are unable to replace Ms. [redacted] refrigerator, as a conciliatory gesture, we have purchased a one-year extension to Ms. [redacted] Master Protection Agreement (MPA); the coverage now expires on January 7, 2018. In summary, since we have completed the repair to Ms. [redacted] refrigerator, albeit later than expected, and we have 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
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Edna [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted]’s complaint regarding the service for her A/C unit under her Sears Home Warranty. ...
We would first like to point out that [redacted] ([redacted]) is the obligor of the Sears Home Services Home and Appliance Warranty Programs ([redacted] ** Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted]’s contract. Upon receipt of Ms. [redacted]’s complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service plan. [redacted] reply state that the parts did arrive and the provider was ready to install the parts needed to repair her A/C a service has been set up for August 9, 2016. [redacted] has agreed to pay the out of pocket cost of $309.00 that would have been Ms. [redacted]’s responsibility for customer satisfaction reasons due to the delay in completing the service. Ms. [redacted] has been informed of this and since it is our understanding that this resolution was acceptable to Ms. [redacted] we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa[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,
[redacted]
December 22, 2017 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: # [redacted]- Rohit [redacted] Dear Ms....
[redacted]: We have completed the investigation of Mr. [redacted] complaint regarding a recent order. We have spoken with Mr. [redacted] and he indicated that the resolution we provided resolved the matter to his satisfaction. As such, 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,Tammie [redacted]Specialist, Regulatory ComplaintsEmail: Tammie[redacted]@searshc.comTell us why here...
April 5, 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 recent online order experience and...
request for a refund. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations and we can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we sent an email correspondence and left a message advising that we would like to assist in resolving this matter. Mr. [redacted] returned our call and indicated that he would be coming into the store to receive the refund. Additionally, we hope that in the future the [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Francis [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding Sears Home Services and repairs to her range. It is unfortunate that we...
failed Ms. [redacted]’s expectations when she called Sears for service on her range. We value Ms. [redacted]’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home Services. We can assure Ms. [redacted] that her concerns have been forwarded to management of the local service unit for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on September 22nd when a previously ordered control board was installed. After the board was installed the unit was tested and was found to be operating as designed. Since we have completed the service to Ms. [redacted]’s range, we respectfully request that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Initial Business Response /* (1000, 8, 2015/04/30) */
April 30, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint...
regarding the refund of her online order that she alleges she did not picked up from the store.
Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. Upon receipt of [redacted] complaint we reached out to [redacted], Store Manager for Kmart[redacted], to assist with [redacted] concerns. [redacted] confirmed that [redacted] was issued a full refund of $133.58 to her Sears credit card on April 14, 2015. If [redacted] has not received the credit, she can contact Manager [redacted] at [redacted] or via [redacted]. With that being said, since we have provided [redacted] with her desired resolution, we have closed our file.
Again, we apologize to [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]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms. [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above- referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their...
overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. I would like to address Mr. [redacted] allegations that he was not informed of the interest for financing his window replacement contract I spoke with Mr. [redacted] on April 4th, 2017, and Mr. [redacted] told me directly that SHIP did in fact provide him with a copy of the contract. He also indicated that we provided him a CD that contained all documents related to the windows he had financed and purchased. Mr. [redacted] went on to tell me that he never read the documents until sometime after the windows were installed. The contract was signed on September 20th, 2016, and the windows were installed on November 11th, 2016. There was over 30 days in-between those dates that the member had all documents for the window order for his review and he could have questioned or canceled the installation. SHIP apologizes for any inconvenience Mr. [redacted] may have experienced but the facts indicate there was nothing more we could have done to insure Mr. [redacted] knew what his interest rate was. He had the documents; he just chose not to read them. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mr. [redacted]
October 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Mary J. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with our...
customer service and failure to deliver a washer she purchased from Sears. It is unfortunate that we failed Ms. [redacted]’s expectations when she recently purchased a washer from Sears using Sears layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that our Sears Store spoke with Ms. [redacted] on September 17, 2016, and arranged for her to receive delivery of her washer on September 23rd. However, our delivery team was unable to complete the delivery as scheduled because Ms. [redacted] was not home. Our store and delivery department have made several phone calls in attempt to reach Ms. [redacted] since, but she does not answer and has not replied to our messages. Delivery of the washer has been rescheduled for Saturday, October 15, 2016. If Ms. [redacted] would like to discuss her complaint further or reschedule the delivery date, she may contact [redacted], Manager for Sears Store number 1012, at ([redacted] at her earliest convenience, and preferably within 10 business days. Until we have had the opportunity to speak with Ms. [redacted], we can only reiterate that we regret any inconvenience she may have experienced. We respectfully ask to have this matter closed, pending Ms. [redacted]’s response or the successful delivery of her washer. 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] ###-###-#### Ext. [redacted]
Initial Business Response /* (1000, 5, 2015/10/22) */
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms.[redacted] complaint regarding a...
refund she is waiting for from Sears.
[redacted] Operations Manager from the [redacted]m Sears, provided the following response:
A bank check in the amount of $1381.00 has been processed and will be mailed to Ms.[redacted] Typically a consumer can expect to receive a bank check within 10/14 days of processing. If Ms.[redacted]has any additional concerns, I invite her to contact me at the store, I can be reached at [redacted]XXX-XXXX. Since it is my understanding that Ms.[redacted]was satisfied with receiving the aforementioned refund, 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,
[redacted]
Regulatory Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I heard from [redacted] operations manager, from the [redacted]m Sears store and she told me on 10/22/15 that Sears is sending out a check for $1381. [redacted] told me the check would reach me within 6-8 weeks. [redacted] regulatory claims specialist, at the [redacted]m store says in his letter dated 10/22/15 that I should received the check in 10-14 days. I'll consider this claim 100% and totally resolved when I receive and deposit the check. I reserve the right to contact the Revdex.com of Chicago if I do not receive the check Sears has promised to me. And, I thank the Revdex.com of Chicago for helping me to resolve this frustrating and time consuming issue.