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 found that your district manager, [redacted], was very helpful and responsive in this situation. The store manager (though I can't remember his name) was also helpful. Though it was a frustrating process at times, I am glad that I was able to receive my item at the price desired. The item was delivered today, and we are very happy with the product.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Dwain G [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service on his refrigerator. Research shows that Mr....
[redacted] had been offered a replacement for customer satisfaction reasons only on August 1, 2016 for his refrigerator. The exchange was processed on August 12, 2016 with delivery set up for August 19, 2016. Unfortunately Mr. [redacted] did not purchase a Master Protection Agreement for his original refrigerator and there is no food loss coverage under the manufacture warranty therefore we are unable to honor his request for food loss. Nor are we able to honor his request for a two (2) year service coverage for his new refrigerator. When we informed Mr. and Mrs. [redacted] of this we did offer to process a return and full refund for the original refrigerator but this offer was declined and they choose to continue with the exchange process. Since we have processed an exchange and only await the completion of delivery we have closed this complaint. 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 [redacted]@searshc.com
November 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Mojisola [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator repair. ...
Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. After reviewing the issue, Brenda [redacted] with [redacted], contacted Ms. [redacted] to find who she had come out to her home to service her refrigerator after the Sears authorized service provider. Ms. [redacted] did not provide a name but stated that she would email a copy of the repair invoice. Unfortunately, since Ms. [redacted] had a different service provider repair her refrigerator, there is a chance they could have damaged the unit; especially, if they are not a Whirlpool authorized service provider. For liability reasons and because Ms. [redacted] did not get authorization under her Master Protection Agreement (MPA) to use another service provider, the refrigerator may not be able to be repaired under her MPA. A final decision will be made once Ms. [redacted] provides a copy of the repair invoice. As to Ms. [redacted] request to return the refrigerator for a refund; this is a request we cannot honor. The refrigerator was purchased over two years ago and per Sears’ Return Policy; Ms. [redacted] had 30 days to return the refrigerator for either a refund or an exchange. Her purchase is too far outside the return policy timeframe to be considered for a refund. In regard to Ms. [redacted] request for a replacement; she has not met the criteria for replacement as outlined within her MPA. Ms. [redacted] has had no qualifying repairs completed in the last twelve months; the prior service call was to tighten her door handles and the current service order has not been completed. Lastly, if Ms. [redacted] wishes to file a food loss claim she can go online to www.foodloss.searspabenefits.com or call (800) 827-6655. Under her MPA, she has a $250.00 food loss claim limit within a continuous twelve month period. With that said, since Ms. [redacted] has been advised that she needs to provide a repair invoice for review, and we are unable to proceed with any repair until then, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
September 22, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Marilyn M[redacted]Dear [redacted]We have completed the investigation of Ms. M[redacted] complaint regarding the delay in receiving her purchased fridge.We would first...
like to apologize that many factors resulted in the day of delivering Ms. M[redacted] appliance. We have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. M[redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing Ms. M[redacted] complaint and our records, we were able to determine that the due a systems error, her order was not routed and unfortunately had to be rescheduled. Our records show that the delivery was completed on August 24, 2017. For any inconvenience this may have caused, we issued a $140.00 in SYWR points. It is our hope that Ms. M[redacted] appliance will provide her with long term satisfaction. Since the delivery of Ms. M[redacted] purchased appliance has been completed and courtesy compensation was provided, we have closed our files. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]
April 26, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 12113030 – Ashley [redacted] Dear Ms. [redacted], We have completed the investigation of Dr. [redacted]’ complaint regarding her recent online order...
experience and request for a full refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Dr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Dr. [redacted]’ case, the order was fulfilled by Ami Ventures Inc. located at 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number (281) 410-8820. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Dr. [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 found that Sears Online issued a full refund on April 19, 2017. For Dr. [redacted]’ records the return receipt number is SC 093014924074. The credit should post to her account within 3 to 5 business days. In closure, since a refund has been provided to Dr. [redacted], 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,
Harold [redacted]
October 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Kevin C. V[redacted] - # [redacted] Dear [redacted] We have completed the investigation of Mr. V[redacted] complaint regarding his request for a refund for a washer...
repair. Upon researching Mr. V[redacted] concerns, we found that in addition to the $188.30 refund processed by our Customer Solutions group, the service unit processed a refund for $196.79. Our records show that the refund for $196.79 was issued to Mr. V[redacted] account ending in [redacted] on September 19, 2017, and should have posted to his account within a week. While Mr. V[redacted] is requesting a full refund of $281.32, the remaining $84.53 is the diagnostic fee, which is not refundable. Furthermore, due to the extensive time that the technician invested in diagnosing the washer, and the fact that parts were ordered and installed, we do not feel that an exception should be made in regard to the refund of the trip charge. In summary, since we have confirmed that Mr. V[redacted] has been issued a refund of $196.79, which is the remainder of the monies he paid minus the non-refundable trip charge, we ask that this matter be closed. We apologize to Mr. V[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
August 29, 2017
Jose G[redacted]
[redacted]
Our File No: [redacted] Revdex.com File No: [redacted]/ Jose G[redacted]
Via 1st Class US Postage
Via Email: [redacted] Via Email: Revdex.com Website
Dear Mr. G[redacted],
This letter provides you a response to your rebuttal letter. I apologized for any misunderstanding regarding the siding service. Our project coordinator, Nenita M[redacted] is attempting to schedule the service with you. Please contact us at your earliest convenience.
As I stated previously, I have confirmed with [redacted]Sears that your account has been adjusted to reflect the 24 month interest accrues, promo and the account is in good standing. Please contact [redacted] at [redacted] to get any account updates regarding your [redacted] account at your convenience. We will not address the [redacted] account concern again as it has been resolved.
If you have any questions or concerns, please contact me at [redacted], or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com Website
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted]’s rebuttal to our previous response. Although [redacted] was provided with a direct contact at her local service unit, it appears that she has decided not to schedule further service as she has not called the number we provided in our original response. Furthermore, while [redacted] is financially responsible for the trip charge she incurred on March [redacted], we have contacted our Billing Department to stop the billing process, as a one-time courtesy. [redacted] is no longer being held liable for the $[redacted] charge she incurred and should not receive any billing statements dated after March [redacted]. With that said, since we have agreed not to bill [redacted] for the [redacted] service call, we ask that this matter remain closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Todd [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding her online order...
experience and request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr[redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by FastMedia located at 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number (281) 410-8820. 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 found that Sears Online contacted the seller on Mr. [redacted] behalf. The seller advised that the delivery was refused and once the items were returned to the warehouse, a refund would be processed. In closure, since the seller has agreed to issue a refund, 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 Colburn Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: I am still not understanding how sears sell products that are defected before you have chance to actually use it. I am remolding my home and bought the items ahead of time to be in place when needed. This makes no sense that sears sells products that are no good taking consumers money no wonder so many stores are closing/has closed due to poor service and selling products that are no good that observation speaks volume about this company practice. I do not consider this matter as complete as the repair has not been done. Again crazy that spent hundreds of dollars for a range that do not work before I even have a change to cook on it so now I will probaly have continued problems with this range over time since it I am starting out with it not working. Sears should do the right thing give me a brand range that works when taking out the box period and they need to check their products before shipping to customers. Now I am being inconvient thru sears negligence. This matter should not be closed as products is stilll not working. I have forward my compliant via other consumers avenues. I should also receive a 100 dollar gift card thru all the troubles I am having and I have not been able to use the range after spending over 500 dollars for this product.[redacted]
February 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her washer. Our records...
show that the only time A&E Factory Service examined Ms. [redacted]’s washer was on January 10, 2017; we did not provide the service that Ms. [redacted] states caused damage to the washer. Additionally, due to the condition of the washer, we are unable to service the unit. Ms. [redacted] has been instructed to contact [redacted], the manufacturer of her washer, at (800) [redacted]; they are the only party that can authorize the repair or replacement of her washer. As to the texts Ms. [redacted] states she is receiving; A&E Factory Service has not been sending her any texts. With that said, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
I realize that they will not change their plan to accommodate the customer. They wish to put as many barriers in front of customer as possible so they will make more money. I did everything asked of me and, if fact, received a refund. My only point was that they make it so difficult to exchange something as simple as a coffee maker. I just will not, in the future, purchase one of their warranty plans.
October 6, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that the range failed too...
soon and her request for an exchange.
We apologize that Ms. [redacted] range failed sooner than she expected. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the item is new.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. [redacted] mentioned that she purchased the range online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the range on August 8, 2016, and then attempted to exchange it on September 17, 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 range is covered by the manufacturer’s one-year warranty for parts and labor to service the range. According to our records, the manufacturer’s warranty will expire on August 9, 2017. Since Ms. [redacted] mentioned in her complaint that the burners on the range were not working, we offered to schedule a warranty repair. Ms. [redacted] voiced her concern that the range is defective since it did not work on the initial use. We assured Ms. [redacted] that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warranty. Service is currently scheduled for the range on October 18, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.
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]
September 14, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Deborah [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the answer she received, we are unable to grant her request for further assistance with this matter. As we noted before, our technicians have noted that the item is functioning within manufacturer’s specifications. If Ms. [redacted] feels that the item is being advertised incorrectly, then she would need to contact the manufacturer, Whirlpool as any description or specifications noted are provided by them. We would suggest that Ms. [redacted] have the installation, which was not performed by one of our contractors according to our records, examined to ensure that it was performed properly as this could affect the venting. Again, our return policy only valid for 30 days from the date of purchase; therefore, we are not obligated to honor her request. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]‘s case, we do apologize that we failed her expectations, but our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com
October 4, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Brian W[redacted]Dear [redacted] We have completed the investigation of Mr. W[redacted] complaint regarding the recent purchase of a fridge.After reviewing Mr....
W[redacted] complaint and our records, we contacted our delivery department to investigate his complaint. We were able to determine that on September 12, 2017 Mr. W[redacted] spoke to a supervisor in the delivery department to report that the ice maker in his fridge was damaged. Since it was the ice maker that had a crack, customer service offered Mr. W[redacted] a replacement for the damaged part or 70,000 points in SYWR points. Mr. W[redacted] decided to accept the point and purchase the icemaker himself. Based off the fact that Mr. W[redacted] accepted the concession that was offered, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
August 1, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ms. Melissa [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience. It is unfortunate that we failed Ms. [redacted]’s expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. While we are unable to send the jeans, we can issue $20.00 in Shop Your Way Reward points that Ms. [redacted] can apply to her new order to cover the discounts she initially received on her order. Fortunately, our records show that a refund of $35.26 was issued to Ms. [redacted] on July 14, 2017, under return receipt number 093000998427. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted]’s 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 Colburn Regulatory Complaint Specialist Sears Holdings Corporation
August 23, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the...
investigation of Mr. K[redacted] complaint regarding the assembly of his weight system. According to our records, Mr. K[redacted] received a refund for his delivery fee on July 27, 2017 and today we issued an additional $50.00 credit that should reflect within 3-5 business days on his account as a courtesy. We apologize to Mr. K[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] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her glass cook top. Ms. [redacted] glass cook top was replaced on...
January 17, 2017. Ms. [redacted] confirmed the completion of the repair. Since we have replaced the glass of the cook top at no cost to Ms. [redacted] we have closed this 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I found that your district manager, [redacted], was very helpful and responsive in this situation. The store manager (though I can't remember his name) was also helpful. Though it was a frustrating process at times, I am glad that I was able to receive my item at the price desired. The item was delivered today, and we are very happy with the product.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Dwain G [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding service on his refrigerator. Research shows that Mr....
[redacted] had been offered a replacement for customer satisfaction reasons only on August 1, 2016 for his refrigerator. The exchange was processed on August 12, 2016 with delivery set up for August 19, 2016. Unfortunately Mr. [redacted] did not purchase a Master Protection Agreement for his original refrigerator and there is no food loss coverage under the manufacture warranty therefore we are unable to honor his request for food loss. Nor are we able to honor his request for a two (2) year service coverage for his new refrigerator. When we informed Mr. and Mrs. [redacted] of this we did offer to process a return and full refund for the original refrigerator but this offer was declined and they choose to continue with the exchange process. Since we have processed an exchange and only await the completion of delivery we have closed this complaint. 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 [redacted]@searshc.com
November 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Mojisola [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator repair. ...
Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance. After reviewing the issue, Brenda [redacted] with [redacted], contacted Ms. [redacted] to find who she had come out to her home to service her refrigerator after the Sears authorized service provider. Ms. [redacted] did not provide a name but stated that she would email a copy of the repair invoice. Unfortunately, since Ms. [redacted] had a different service provider repair her refrigerator, there is a chance they could have damaged the unit; especially, if they are not a Whirlpool authorized service provider. For liability reasons and because Ms. [redacted] did not get authorization under her Master Protection Agreement (MPA) to use another service provider, the refrigerator may not be able to be repaired under her MPA. A final decision will be made once Ms. [redacted] provides a copy of the repair invoice. As to Ms. [redacted] request to return the refrigerator for a refund; this is a request we cannot honor. The refrigerator was purchased over two years ago and per Sears’ Return Policy; Ms. [redacted] had 30 days to return the refrigerator for either a refund or an exchange. Her purchase is too far outside the return policy timeframe to be considered for a refund. In regard to Ms. [redacted] request for a replacement; she has not met the criteria for replacement as outlined within her MPA. Ms. [redacted] has had no qualifying repairs completed in the last twelve months; the prior service call was to tighten her door handles and the current service order has not been completed. Lastly, if Ms. [redacted] wishes to file a food loss claim she can go online to www.foodloss.searspabenefits.com or call (800) 827-6655. Under her MPA, she has a $250.00 food loss claim limit within a continuous twelve month period. With that said, since Ms. [redacted] has been advised that she needs to provide a repair invoice for review, and we are unable to proceed with any repair until then, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
September 22, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Marilyn M[redacted]Dear [redacted]We have completed the investigation of Ms. M[redacted] complaint regarding the delay in receiving her purchased fridge.We would first...
like to apologize that many factors resulted in the day of delivering Ms. M[redacted] appliance. We have already taken steps to improve delivery requests by providing feedback to our Management Team to determine the best delivery outcome to all our customers. We make a great effort to provide equitable resolutions whenever possible. So while we understand Ms. M[redacted] concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come.After reviewing Ms. M[redacted] complaint and our records, we were able to determine that the due a systems error, her order was not routed and unfortunately had to be rescheduled. Our records show that the delivery was completed on August 24, 2017. For any inconvenience this may have caused, we issued a $140.00 in SYWR points. It is our hope that Ms. M[redacted] appliance will provide her with long term satisfaction. Since the delivery of Ms. M[redacted] purchased appliance has been completed and courtesy compensation was provided, we have closed our files. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]
April 26, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 12113030 – Ashley [redacted] Dear Ms. [redacted], We have completed the investigation of Dr. [redacted]’ complaint regarding her recent online order...
experience and request for a full refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Dr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Dr. [redacted]’ case, the order was fulfilled by Ami Ventures Inc. located at 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number (281) 410-8820. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Dr. [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 found that Sears Online issued a full refund on April 19, 2017. For Dr. [redacted]’ records the return receipt number is SC 093014924074. The credit should post to her account within 3 to 5 business days. In closure, since a refund has been provided to Dr. [redacted], 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,
Harold [redacted]
October 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Kevin C. V[redacted] - # [redacted] Dear [redacted] We have completed the investigation of Mr. V[redacted] complaint regarding his request for a refund for a washer...
repair. Upon researching Mr. V[redacted] concerns, we found that in addition to the $188.30 refund processed by our Customer Solutions group, the service unit processed a refund for $196.79. Our records show that the refund for $196.79 was issued to Mr. V[redacted] account ending in [redacted] on September 19, 2017, and should have posted to his account within a week. While Mr. V[redacted] is requesting a full refund of $281.32, the remaining $84.53 is the diagnostic fee, which is not refundable. Furthermore, due to the extensive time that the technician invested in diagnosing the washer, and the fact that parts were ordered and installed, we do not feel that an exception should be made in regard to the refund of the trip charge. In summary, since we have confirmed that Mr. V[redacted] has been issued a refund of $196.79, which is the remainder of the monies he paid minus the non-refundable trip charge, we ask that this matter be closed. We apologize to Mr. V[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
August 29, 2017
Jose G[redacted]
[redacted]
Our File No: [redacted] Revdex.com File No: [redacted]/ Jose G[redacted]
Via 1st Class US Postage
Via Email: [redacted] Via Email: Revdex.com Website
Dear Mr. G[redacted],
This letter provides you a response to your rebuttal letter. I apologized for any misunderstanding regarding the siding service. Our project coordinator, Nenita M[redacted] is attempting to schedule the service with you. Please contact us at your earliest convenience.
As I stated previously, I have confirmed with [redacted]Sears that your account has been adjusted to reflect the 24 month interest accrues, promo and the account is in good standing. Please contact [redacted] at [redacted] to get any account updates regarding your [redacted] account at your convenience. We will not address the [redacted] account concern again as it has been resolved.
If you have any questions or concerns, please contact me at [redacted], or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com Website
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted]’s rebuttal to our previous response. Although [redacted] was provided with a direct contact at her local service unit, it appears that she has decided not to schedule further service as she has not called the number we provided in our original response. Furthermore, while [redacted] is financially responsible for the trip charge she incurred on March [redacted], we have contacted our Billing Department to stop the billing process, as a one-time courtesy. [redacted] is no longer being held liable for the $[redacted] charge she incurred and should not receive any billing statements dated after March [redacted]. With that said, since we have agreed not to bill [redacted] for the [redacted] service call, we ask that this matter remain closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
October 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Todd [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding her online order...
experience and request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr[redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by FastMedia located at 25547 Canyon Crossing Dr. Richmond TX 77406, Email: [email protected] and telephone number (281) 410-8820. 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 found that Sears Online contacted the seller on Mr. [redacted] behalf. The seller advised that the delivery was refused and once the items were returned to the warehouse, a refund would be processed. In closure, since the seller has agreed to issue a refund, 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 Colburn Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because: I am still not understanding how sears sell products that are defected before you have chance to actually use it. I am remolding my home and bought the items ahead of time to be in place when needed. This makes no sense that sears sells products that are no good taking consumers money no wonder so many stores are closing/has closed due to poor service and selling products that are no good that observation speaks volume about this company practice. I do not consider this matter as complete as the repair has not been done. Again crazy that spent hundreds of dollars for a range that do not work before I even have a change to cook on it so now I will probaly have continued problems with this range over time since it I am starting out with it not working. Sears should do the right thing give me a brand range that works when taking out the box period and they need to check their products before shipping to customers. Now I am being inconvient thru sears negligence. This matter should not be closed as products is stilll not working. I have forward my compliant via other consumers avenues. I should also receive a 100 dollar gift card thru all the troubles I am having and I have not been able to use the range after spending over 500 dollars for this product.[redacted]
February 1, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding her washer. Our records...
show that the only time A&E Factory Service examined Ms. [redacted]’s washer was on January 10, 2017; we did not provide the service that Ms. [redacted] states caused damage to the washer. Additionally, due to the condition of the washer, we are unable to service the unit. Ms. [redacted] has been instructed to contact [redacted], the manufacturer of her washer, at (800) [redacted]; they are the only party that can authorize the repair or replacement of her washer. As to the texts Ms. [redacted] states she is receiving; A&E Factory Service has not been sending her any texts. With that said, we have closed our file. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
I realize that they will not change their plan to accommodate the customer. They wish to put as many barriers in front of customer as possible so they will make more money. I did everything asked of me and, if fact, received a refund. My only point was that they make it so difficult to exchange something as simple as a coffee maker. I just will not, in the future, purchase one of their warranty plans.
October 6, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that the range failed too...
soon and her request for an exchange.
We apologize that Ms. [redacted] range failed sooner than she expected. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the item is new.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. [redacted] mentioned that she purchased the range online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the range on August 8, 2016, and then attempted to exchange it on September 17, 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 range is covered by the manufacturer’s one-year warranty for parts and labor to service the range. According to our records, the manufacturer’s warranty will expire on August 9, 2017. Since Ms. [redacted] mentioned in her complaint that the burners on the range were not working, we offered to schedule a warranty repair. Ms. [redacted] voiced her concern that the range is defective since it did not work on the initial use. We assured Ms. [redacted] that if our technician deems the range non repairable, we would exchange it under the manufacturer’s warranty. Service is currently scheduled for the range on October 18, 2016. With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.
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]
September 14, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Deborah [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the answer she received, we are unable to grant her request for further assistance with this matter. As we noted before, our technicians have noted that the item is functioning within manufacturer’s specifications. If Ms. [redacted] feels that the item is being advertised incorrectly, then she would need to contact the manufacturer, Whirlpool as any description or specifications noted are provided by them. We would suggest that Ms. [redacted] have the installation, which was not performed by one of our contractors according to our records, examined to ensure that it was performed properly as this could affect the venting. Again, our return policy only valid for 30 days from the date of purchase; therefore, we are not obligated to honor her request. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]‘s case, we do apologize that we failed her expectations, but our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com
October 4, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Brian W[redacted]Dear [redacted] We have completed the investigation of Mr. W[redacted] complaint regarding the recent purchase of a fridge.After reviewing Mr....
W[redacted] complaint and our records, we contacted our delivery department to investigate his complaint. We were able to determine that on September 12, 2017 Mr. W[redacted] spoke to a supervisor in the delivery department to report that the ice maker in his fridge was damaged. Since it was the ice maker that had a crack, customer service offered Mr. W[redacted] a replacement for the damaged part or 70,000 points in SYWR points. Mr. W[redacted] decided to accept the point and purchase the icemaker himself. Based off the fact that Mr. W[redacted] accepted the concession that was offered, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
August 1, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ms. Melissa [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order...
experience. It is unfortunate that we failed Ms. [redacted]’s expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. While we are unable to send the jeans, we can issue $20.00 in Shop Your Way Reward points that Ms. [redacted] can apply to her new order to cover the discounts she initially received on her order. Fortunately, our records show that a refund of $35.26 was issued to Ms. [redacted] on July 14, 2017, under return receipt number 093000998427. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted]’s 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 Colburn Regulatory Complaint Specialist Sears Holdings Corporation
August 23, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the...
investigation of Mr. K[redacted] complaint regarding the assembly of his weight system. According to our records, Mr. K[redacted] received a refund for his delivery fee on July 27, 2017 and today we issued an additional $50.00 credit that should reflect within 3-5 business days on his account as a courtesy. We apologize to Mr. K[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] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her glass cook top. Ms. [redacted] glass cook top was replaced on...
January 17, 2017. Ms. [redacted] confirmed the completion of the repair. Since we have replaced the glass of the cook top at no cost to Ms. [redacted] we have closed this 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]