February 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding her recent online order experience...
and request for a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] MN [redacted] Email: c[redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Sears Online contacted the Third Party Marketplace seller, [redacted] on his behalf. [redacted] advised that Mr. [redacted] will need to ship the item back to [redacted] S. [redacted] in order to receive a refund. Additionally, Sears has committed to issuing full reimbursement of the return shipping fee. Sears left a message and sent an email correspondence to Mr. [redacted] with this information. In closure, since the seller [redacted] and Sears have offered to refund Mr. [redacted] in full, we have closed our file in the interim. 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
February 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 online order that was...
cancelled by the store and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed her order online for store pick up. We value Ms. [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience she may have experienced. After researching the notes in her online order we found that a refund was re-issued on January 30, 2016. The replacement refund gift card was generated to be mailed to Ms[redacted] by February 18, 2016. For Ms. [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Ms[redacted] will allow us another opportunity to provide her with a better example 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, pending her receipt of the gift card. 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
December 1, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Shaun M[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr[redacted] complaint regarding his washer....
We have spoken with Mr. [redacted] in regard to this issue and we offered to provide him with a 30% discount off of a new washer as a courtesy, which he accepted. That offer apply in addition to current sale prices, but not to clearance, close out, door buster, floor model, previously used, hot buy, or outlet merchandise. We have yet to receive any further response from Mr. [redacted] as to which unit he would like to purchase. This offer will be valid for ninety days form the date of this letter; after that, it will be null and void. Mr. [redacted] simply needs to email me at Tammie.[redacted]@searshc.com when he has made his selection and within that time period. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
June 28, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the fees charged for the return...
of the garbage disposal that he ordered online.
As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Each vendor has their own return policies as well.
Our records indicate that Mr. [redacted] placed his online order for the garbage disposal with [redacted], a marketplace vendor. The vendor’s return policy for the garbage disposal was listed online for Mr. [redacted] review prior to his purchase. It states “Hassle-free returns: 14 days money back, buyer pay return shipping and 15% restocking fee. Original shipping cost is not refunded. Returns must be in the original manufacturer box, with all content, including all paperwork. Items returned without "Return Merchandise Authorization" (RMA) will not be refunded.
Mr. [redacted] received the garbage disposal on May 25, 2016 and discovered that it did not fit his kitchen. On June 16, 2016 Mr. [redacted] contacted us and requested to return the product. He was informed of the restocking fee and that he would be responsible for the return shipping cost. A request for an RMA was sent to the vendor for the return. Upon receipt of Mr. [redacted] complaint, we reached out to [redacted] regarding the return. [redacted] replied that the return is considered a customer error, not theirs. [redacted] will accept the return and for customer satisfaction, they will provide a return shipping label at no cost to Mr. [redacted]. However, the 15% restocking fee will be applied. Mr. [redacted] accepted the offer and a return shipping label was emailed on June 27, 2016. A refund, less the restocking fee, will be issued to Mr. [redacted] upon receipt of the garbage disposal. In the interim, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
May 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience...
and request for a replacement or refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] located at [redacted] telephone [redacted] and email address: [redacted]. [redacted] alternate address is: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] 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 the seller’s return policy is 60 days and the company was not notified about this matter within their return policy timeframe. In closure, since Ms. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor her request. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 29, 2017 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint. Although Ms....
[redacted] provided her name and address in the complaint, we could not locate the service information for the washer in question. In order to investigate this matter thoroughly, we ask that Ms. [redacted] provide the address and telephone number used to schedule the repair, so we can locate his service call in our system. We would appreciate it if Ms. [redacted] would respond to this correspondence with the requested information. In the interim, we ask to have this matter closed, pending a response from Ms. [redacted]. We apologize to Ms. [redacted] for this issue and would appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 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 Ms. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Ms. [redacted] for failing her expectations when she contacted Sears Home Services to repair her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon reviewing Ms. [redacted] warranty, we confirmed that the warranty does not cover “in-home instruction on how to use the product”. However, as a one-time courtesy, we contacted National Claims Center to have the outstanding invoice cleared. COE Lead Support Specialist [redacted] responded on May 22, 2017, that the invoice was removed from our billing system; Ms. [redacted] should not receive any requests for payment dated after May 22nd. Furthermore, Ms. [redacted] contacted RMS to advise them to clear their system as well. This letter will serve as Ms. [redacted] documentation that she does not owe Sears Home Services $93.08 for the service completed on June 11, 2016, under service order [redacted] Furthermore, we would like to assure Ms. [redacted] that neither National Claims Center nor [redacted] notified any credit agencies, therefore, Ms. [redacted] rating has not been affected. With that said, since we have zeroed out Ms. [redacted] invoice, 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
Complaint: [redacted]
I am rejecting this response because: I can't believe Sears is willing to LOSE a longtime customer and not refund a $27 item that I CANNOT USE, all because I was THREE DAYS outside the "30 day" return period. Again, I have an electronic receipt (which was sent to my email) showing my purchase. And finally, SEARS certainly DID NOT widely publicize the fact that they had adopted such a STRICT and INFLEXIBLE refund policy. Had I know this was so, I would have been diligent in returning the item as soon as possible. Seeing how inflexible Sears is in dealing with its customers, neither I nor my family will ever shop there again.
Sincerely,
Gabriela [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]
Complaint: [redacted]
I am rejecting this response because: I have had high efficiency washer/dryer for years. I understand how they work. The techs that have serviced this pair do NOT wash or dry a load of clothing. That being said there is no way they know the outcome of my laundry. I do not over load the machine, nor do I have an unbalanced loads. The first time I contacted corporate was September 2015, not February 2016. I was told by corporate last September they "could not help me....you need to deal directly with the store". I tried numerous times to speak to the general store manager and never received a call from him. I actually went to the store and waited for his return "from lunch". He did not return nor follow up. [redacted] the appliance manager refused to exchange the pair last August. The is the most frustrating business I have ever dealt with. We are prepared to take legal action if necessary.
Sincerely,
[redacted]
March 9, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his washer repair. It is...
regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit to confirm the upcoming March 8th service date. They acknowledged that the appointment was firm and our records show that the repair to Mr. [redacted] washer was completed on March 8, 2017, with the installation of a tub and cover assembly. Additionally, we show that our escalated customer service group, Customer Solutions, processed a $50.00 check as compensation for the rescheduling of his repair. Furthermore, my office submitted a check request for another $50.00 to assist Mr. [redacted] with any out-of-pocket repair expenses he may have incurred while his washer was under repair. The request was submitted on March 9, 2017, so Mr. [redacted] should receive the check in the next two weeks. With that said, since we have documented Mr. [redacted] concerns with the repair process and we have completed the repair to his washer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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. Thanks for your investigation and prompt response.
Sincerely,
Joii B[redacted]
Complaint: [redacted]
I am rejecting this response because:At this time I am rejecting the response until the matter is resolved. Although it was past the 30 day time frame for returns the manufacturer agreed the item was defective but yet Sears would not help their customer (me) in this...
matter when the manufacturer refused to do so. The response from Sears is nothing less than I received every time I called Sears, "its not our problem its the manufactures" but I AM the customer of Sears and only purchased from them because I trusted Sears to take care of their customer. I have indeed been contacted from the manufacturer this week and when they have resolved the matter I will close the case. Sears is still liable in selling me a defective product and at a bare minimum should have made sure that I was taken care of after they sold me a defective product.
[redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – David A. N[redacted] Dear [redacted] We have completed the investigation of Mr. N[redacted] complaint regarding his allegations of...
damage to his home caused by a refrigerator repair performed by from Sears. Sears has already referred Mr. N[redacted] to our third party claims administrator, [redacted]. His letter states he has his claim number and claim examiner’s contact information. Once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. Their decision is immutable. In many cases involving product liability, if [redacted] denies their claim, they will sometimes recommend that the claimant contact the manufacturer of the product or use their homeowners insurance. Since Sears does not manufacture any products, we would hope that the company responsible for manufacturing a consumer’s product be held accountable if their product causes any damages. With this having been said, our records indicate that [redacted] has offered to settle Mr. N[redacted] claim. Additionally, Mr. N[redacted] has indicated that he has entered his claim in [redacted] Mr. N[redacted] needs to direct any further correspondence to [redacted] and preferably to the attention of his caseworker. Although we empathize with his frustrations, Sears’ customer service offices are no longer in a position to offer any assistance with this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:The mower was picked up Friday.
I have reviewed the response made by the business in reference to complaint ID [redacted]nd find that this resolution is satisfactory to me.
Sincerely,
[redacted]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience. It is...
unfortunate that we failed [redacted] expectations when she initially placed her online order. We value [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the online orders, we found that an adjustment of $119.98 had been processed on March 17, 2016. Additionally, we show that Sears Online had issued an Electronic Return Label she requested on March 22, 2016. However, the order has not been returned as of yet. We have submitted [redacted] request to have her name, email and boss’s information to be removed from Sears Holdings Corporations database. We hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [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
January 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 her request for a refund. It is unfortunate if we failed Ms. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint 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 show that Sears Online confirmed Ms. [redacted] was never charged for the canceled items. 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. Should Ms. [redacted] have any questions, she may call Shop Your Way Rewards directly at ([redacted] 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
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,
Joana S[redacted]
December 28, 2016 [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...
refrigerator. It is unfortunate that we failed Ms. [redacted] expectations in regard to her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience Ms. [redacted] may have experienced. Although Sears Home Services attempted to repair Ms. [redacted] refrigerator, they determined that replacing the unit under her manufacturer’s warranty was the best option. Accordingly, Ms. [redacted] was contacted to select a new refrigerator and on December 27, 2016, an exchange was processed for Ms. [redacted]. Unfortunately, since the refrigerator is a special order item, we do not yet have a firm delivery date. We will continue to correspond with Ms. [redacted] to keep her updated on her refrigerator delivery. If she has any further questions or concerns, she can reply to [redacted] In the interim, since a fair resolution is being provided to Ms. [redacted], 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
February 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding her recent online order experience...
and request for a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] MN [redacted] Email: c[redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Sears Online contacted the Third Party Marketplace seller, [redacted] on his behalf. [redacted] advised that Mr. [redacted] will need to ship the item back to [redacted] S. [redacted] in order to receive a refund. Additionally, Sears has committed to issuing full reimbursement of the return shipping fee. Sears left a message and sent an email correspondence to Mr. [redacted] with this information. In closure, since the seller [redacted] and Sears have offered to refund Mr. [redacted] in full, we have closed our file in the interim. 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
February 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 online order that was...
cancelled by the store and request for a refund. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed her order online for store pick up. We value Ms. [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We truly regret any inconvenience she may have experienced. After researching the notes in her online order we found that a refund was re-issued on January 30, 2016. The replacement refund gift card was generated to be mailed to Ms[redacted] by February 18, 2016. For Ms. [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Ms[redacted] will allow us another opportunity to provide her with a better example 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, pending her receipt of the gift card. 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
December 1, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Shaun M[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr[redacted] complaint regarding his washer....
We have spoken with Mr. [redacted] in regard to this issue and we offered to provide him with a 30% discount off of a new washer as a courtesy, which he accepted. That offer apply in addition to current sale prices, but not to clearance, close out, door buster, floor model, previously used, hot buy, or outlet merchandise. We have yet to receive any further response from Mr. [redacted] as to which unit he would like to purchase. This offer will be valid for ninety days form the date of this letter; after that, it will be null and void. Mr. [redacted] simply needs to email me at Tammie.[redacted]@searshc.com when he has made his selection and within that time period. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
I said I was not happy because as of yet, 2 months later we are still waiting on the door
June 28, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the fees charged for the return...
of the garbage disposal that he ordered online.
As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. Each vendor has their own return policies as well.
Our records indicate that Mr. [redacted] placed his online order for the garbage disposal with [redacted], a marketplace vendor. The vendor’s return policy for the garbage disposal was listed online for Mr. [redacted] review prior to his purchase. It states “Hassle-free returns: 14 days money back, buyer pay return shipping and 15% restocking fee. Original shipping cost is not refunded. Returns must be in the original manufacturer box, with all content, including all paperwork. Items returned without "Return Merchandise Authorization" (RMA) will not be refunded.
Mr. [redacted] received the garbage disposal on May 25, 2016 and discovered that it did not fit his kitchen. On June 16, 2016 Mr. [redacted] contacted us and requested to return the product. He was informed of the restocking fee and that he would be responsible for the return shipping cost. A request for an RMA was sent to the vendor for the return. Upon receipt of Mr. [redacted] complaint, we reached out to [redacted] regarding the return. [redacted] replied that the return is considered a customer error, not theirs. [redacted] will accept the return and for customer satisfaction, they will provide a return shipping label at no cost to Mr. [redacted]. However, the 15% restocking fee will be applied. Mr. [redacted] accepted the offer and a return shipping label was emailed on June 27, 2016. A refund, less the restocking fee, will be issued to Mr. [redacted] upon receipt of the garbage disposal. In the interim, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
May 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience...
and request for a replacement or refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by [redacted] located at [redacted] telephone [redacted] and email address: [redacted]. [redacted] alternate address is: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] 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 the seller’s return policy is 60 days and the company was not notified about this matter within their return policy timeframe. In closure, since Ms. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor her request. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 29, 2017 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been unable to complete the investigation of Ms. [redacted] complaint. Although Ms....
[redacted] provided her name and address in the complaint, we could not locate the service information for the washer in question. In order to investigate this matter thoroughly, we ask that Ms. [redacted] provide the address and telephone number used to schedule the repair, so we can locate his service call in our system. We would appreciate it if Ms. [redacted] would respond to this correspondence with the requested information. In the interim, we ask to have this matter closed, pending a response from Ms. [redacted]. We apologize to Ms. [redacted] for this issue and would appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 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 Ms. [redacted] complaint regarding Sears Home Services. First, we would...
like to apologize to Ms. [redacted] for failing her expectations when she contacted Sears Home Services to repair her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon reviewing Ms. [redacted] warranty, we confirmed that the warranty does not cover “in-home instruction on how to use the product”. However, as a one-time courtesy, we contacted National Claims Center to have the outstanding invoice cleared. COE Lead Support Specialist [redacted] responded on May 22, 2017, that the invoice was removed from our billing system; Ms. [redacted] should not receive any requests for payment dated after May 22nd. Furthermore, Ms. [redacted] contacted RMS to advise them to clear their system as well. This letter will serve as Ms. [redacted] documentation that she does not owe Sears Home Services $93.08 for the service completed on June 11, 2016, under service order [redacted] Furthermore, we would like to assure Ms. [redacted] that neither National Claims Center nor [redacted] notified any credit agencies, therefore, Ms. [redacted] rating has not been affected. With that said, since we have zeroed out Ms. [redacted] invoice, 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
Complaint: [redacted]
I am rejecting this response because: I can't believe Sears is willing to LOSE a longtime customer and not refund a $27 item that I CANNOT USE, all because I was THREE DAYS outside the "30 day" return period. Again, I have an electronic receipt (which was sent to my email) showing my purchase. And finally, SEARS certainly DID NOT widely publicize the fact that they had adopted such a STRICT and INFLEXIBLE refund policy. Had I know this was so, I would have been diligent in returning the item as soon as possible. Seeing how inflexible Sears is in dealing with its customers, neither I nor my family will ever shop there again.
Sincerely,
Gabriela [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]
Complaint: [redacted]
I am rejecting this response because: I have had high efficiency washer/dryer for years. I understand how they work. The techs that have serviced this pair do NOT wash or dry a load of clothing. That being said there is no way they know the outcome of my laundry. I do not over load the machine, nor do I have an unbalanced loads. The first time I contacted corporate was September 2015, not February 2016. I was told by corporate last September they "could not help me....you need to deal directly with the store". I tried numerous times to speak to the general store manager and never received a call from him. I actually went to the store and waited for his return "from lunch". He did not return nor follow up. [redacted] the appliance manager refused to exchange the pair last August. The is the most frustrating business I have ever dealt with. We are prepared to take legal action if necessary.
Sincerely,
[redacted]
March 9, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his washer repair. It is...
regrettable that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit to confirm the upcoming March 8th service date. They acknowledged that the appointment was firm and our records show that the repair to Mr. [redacted] washer was completed on March 8, 2017, with the installation of a tub and cover assembly. Additionally, we show that our escalated customer service group, Customer Solutions, processed a $50.00 check as compensation for the rescheduling of his repair. Furthermore, my office submitted a check request for another $50.00 to assist Mr. [redacted] with any out-of-pocket repair expenses he may have incurred while his washer was under repair. The request was submitted on March 9, 2017, so Mr. [redacted] should receive the check in the next two weeks. With that said, since we have documented Mr. [redacted] concerns with the repair process and we have completed the repair to his washer, albeit later than expected, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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. Thanks for your investigation and prompt response.
Sincerely,
Joii B[redacted]
Complaint: [redacted]
I am rejecting this response because:At this time I am rejecting the response until the matter is resolved. Although it was past the 30 day time frame for returns the manufacturer agreed the item was defective but yet Sears would not help their customer (me) in this...
matter when the manufacturer refused to do so. The response from Sears is nothing less than I received every time I called Sears, "its not our problem its the manufactures" but I AM the customer of Sears and only purchased from them because I trusted Sears to take care of their customer. I have indeed been contacted from the manufacturer this week and when they have resolved the matter I will close the case. Sears is still liable in selling me a defective product and at a bare minimum should have made sure that I was taken care of after they sold me a defective product.
[redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – David A. N[redacted] Dear [redacted] We have completed the investigation of Mr. N[redacted] complaint regarding his allegations of...
damage to his home caused by a refrigerator repair performed by from Sears. Sears has already referred Mr. N[redacted] to our third party claims administrator, [redacted]. His letter states he has his claim number and claim examiner’s contact information. Once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. Their decision is immutable. In many cases involving product liability, if [redacted] denies their claim, they will sometimes recommend that the claimant contact the manufacturer of the product or use their homeowners insurance. Since Sears does not manufacture any products, we would hope that the company responsible for manufacturing a consumer’s product be held accountable if their product causes any damages. With this having been said, our records indicate that [redacted] has offered to settle Mr. N[redacted] claim. Additionally, Mr. N[redacted] has indicated that he has entered his claim in [redacted] Mr. N[redacted] needs to direct any further correspondence to [redacted] and preferably to the attention of his caseworker. Although we empathize with his frustrations, Sears’ customer service offices are no longer in a position to offer any assistance with this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
Revdex.com:The mower was picked up Friday.
I have reviewed the response made by the business in reference to complaint ID [redacted]nd find that this resolution is satisfactory to me.
Sincerely,
[redacted]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience. It is...
unfortunate that we failed [redacted] expectations when she initially placed her online order. We value [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the online orders, we found that an adjustment of $119.98 had been processed on March 17, 2016. Additionally, we show that Sears Online had issued an Electronic Return Label she requested on March 22, 2016. However, the order has not been returned as of yet. We have submitted [redacted] request to have her name, email and boss’s information to be removed from Sears Holdings Corporations database. We hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, we have noted [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
January 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 her request for a refund. It is unfortunate if we failed Ms. [redacted] expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint 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 show that Sears Online confirmed Ms. [redacted] was never charged for the canceled items. 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. Should Ms. [redacted] have any questions, she may call Shop Your Way Rewards directly at ([redacted] 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
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,
Joana S[redacted]
December 28, 2016 [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...
refrigerator. It is unfortunate that we failed Ms. [redacted] expectations in regard to her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience Ms. [redacted] may have experienced. Although Sears Home Services attempted to repair Ms. [redacted] refrigerator, they determined that replacing the unit under her manufacturer’s warranty was the best option. Accordingly, Ms. [redacted] was contacted to select a new refrigerator and on December 27, 2016, an exchange was processed for Ms. [redacted]. Unfortunately, since the refrigerator is a special order item, we do not yet have a firm delivery date. We will continue to correspond with Ms. [redacted] to keep her updated on her refrigerator delivery. If she has any further questions or concerns, she can reply to [redacted] In the interim, since a fair resolution is being provided to Ms. [redacted], 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