Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Melanie K[redacted]
Revdex.com:
There was no resolution. Sears needs to implement a system to make sure that their service techs are properly trained and know the policy and procedure like the back of their hand. It is obvious to me that Sears does not care about its customers. If they did there would not be as many online complaints about them as there are.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Melissa [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the [redacted] in receiving the discount reimbursement she...
was offered on the refrigerator purchase, as well as, her request for food loss reimbursement. We will be providing a response that was sent to Ms. [redacted] when we addressed a prior complaint she filed with the Revdex.com. First, we apologize to Ms. [redacted] for [redacted] in the refund process and that we failed to meet her expectations. After researching our records and reviewing the extensive notes, it was discovered that the discount reimbursement offered on the refrigerator had not been processed; however food loss reimbursement was processed. On July 12, 2012, Ms. [redacted] was offered $100 for food loss and a $50 gift card for her inconvenience for the multiple repairs on the refrigerator. Ms. [redacted] accepted the offer and the bank check for the food loss and the gift card were issued on July 17, 2012. Our research further indicated that due to the multiple repair attempts on her refrigerator, on September 17, 2012, Ms. [redacted] was authorized $500.00 towards a replacement. On September 19, 2012 Ms. [redacted] called again regarding the multiple repairs on the refrigerator even though she was already authorized the $500 replacement. At that time, Ms. [redacted] was offered a 15% reimbursement on the amount she would have to pay out-of-pocket over the authorized amount. The reimbursement would be processed after a completed delivery. Ms. [redacted] contacted us on September 29, 2012 with the receipt information indicating that her out-of-pocket expense was $903.97. Regrettably, on October 9, 2012 the refrigerator was delivered slightly damaged, so Ms. [redacted] opted to exchange for a different model. Ms. [redacted] did not make a selection until December 12, 2012 and we attempted to deliver on January 3, 2013. Unfortunately, the refrigerator model that Ms. [redacted] selected did not fit in the space provided, so she had to reselect again. Keeping in mind that the discount will not be processed until the delivery is completed with no issues. Mrs. [redacted] did not contact us with another selection until April 2, 2013, and delivery was scheduled for April 17, 2013. Our records indicate that Ms. [redacted] rescheduled the delivery multiple times and she did not confirm delivery until June 5, 2013. Regrettably, since 9 months had passed from the time that the reimbursement was offered until the exchange was finally delivered; it was our oversight that the reimbursement was not processed. With that being said, on February 12, 2014 we honored Ms. [redacted]’s request and issued a 20% reimbursement in the amount of $180.79 + $14.92 tax for a total refund of $195.71. Also, as a good-will gesture, on February 16, 2014 we issued a refund of $79.99 + $6.60 tax for the delivery and haul charges. Ms. [redacted] should receive the 2 separate bank checks via regular mail within 5 – 10 business days. Lastly, on July 13, 2016 a new ice maker was installed in Ms. [redacted]’s refrigerator, the unit was cycled and was filled with water when the service call was completed. Ice production should being within the next 8-12 hours. We feel it is important to add that Ms. [redacted] purchased a Sears protection agreement from the technician. Since we have noted our response to Ms. [redacted]’s complaint, we ask that this complaint be closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ###-###-#### direct Adam.[redacted][email protected]
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,
Jessica [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive my refund of $19.90. As far as the 40,000 points I received it was indeed a nice gesture, however I am limited to only using the points for a lawn and garden purchase which really does me no good since I need nothing further in either of these departments.
May 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the bedroom set ordered from a...
Third Party Marketplace Seller. 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] City of Industry CA 91789, Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in Mr. [redacted] order, we found that he had previously been in contact with Sears Online and the Third Party Marketplace Vendor, [redacted] Mr. [redacted] noted that he received an email from the merchant stating that a refund would be issued within 3 to 5 business days. In the interim, since the seller is working with Mr. [redacted] directly, we have closed our file regarding 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her grill. We apologize...
that Ms. [redacted] grill failed to meet her expectations. Ms. [redacted] seems to believe that her grill is defective. There are no known defects or recalls reported by the manufacturer on Ms. [redacted] model according to our records. There may be something that applies to another model. Ms. [redacted] seems to think because of this, all Kenmore branded grills should be included. That would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific issue that is known to exist on a certain model. Typically, such recalls are limited to the models manufactured during certain time frames and I can be very specific down to the VIN number. However, there is no recall present in this instance; we offered to repair the units noted. We sell dozens of models of grills every season; the configurations, type of materials used and even the manufacturer can differ. 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. In this case, we feel there are external issues, which we will address in the next section. While realize Ms. [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasons. The first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and 10, of Ms. [redacted] owner's manual are not followed. Especially vital is cleaning the grease tray after each use. The grease and acidic marinades can drip down and cause the material of the grill to corrode. The second reason is that any damages due to rust are excluded under the terms of Ms. [redacted] manufacturer’s warranty except for the limited warranty affecting the burners. Finally, our return policy was only valid for 90 days from the date of purchase and that time period has long since passed since almost a year has passed. The cost of the firebox is $77.00 and the labor would be approximately $100.00 to install. As such, it may be better for Ms. [redacted] to consider purchasing a new grill. At this time, we are willing to offer Ms. [redacted] a choice of either a 15% discount off of a new grill purchased at Sears or we will waive the labor involved with repairing the issue if Sears technician does the work. The cost of any additional parts will be her responsibility. The 15% discount would not apply in addition to current sale prices, but not to clearance, closeout, floor model, previously used or outlet merchandise. We realize Ms. [redacted] has been a faithful customer and that is why we are making this offer. Should Ms. [redacted] decide to accept one of our offers, I can be reached via email at [redacted] during normal business hours. This offer is only valid for 30 days from the date of this letter; after that, it will be null and void. Otherwise, since we are unable to provide a replacement or repair free of charge, due to the aforementioned reasons, but we have proposed alternatives as a courtesy, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
his recent purchase. We have spoken with Mr. [redacted] in regard to this issue. As a conciliatory gesture, we offered to provide him with $40.00 worth of points to his Shop Your Way Rewards (SYWR) account and he accepted. According to our records, the correct item was delivered to Mr. [redacted] on December 8, 20916. It is our hope that this will provide Mr. [redacted] with a sense of closure on this matter. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I believe the letter is far to vague. It does not reflect specifically indicate what the problem is with the air conditioner unit and the steps that must be taken in order to resolve the problem. I do not want to continue to be in this situation that Sears will not complete the work needed to repair or replace my air conditioner. This is the basis of the original complaint. Sears has failed to be responsive and follow up on the problems identified with my air conditioner unit made by their own technicians. So far they have successfully delayed the situation that it is now too cold to run the air conditioner. I would like the letter to reflect the past actions that Sear failed to follow up on and to provide a more directive in describing the action that must be taken to address the findings they already have on record of the documented problems described by their technicians.
Sincerely,
Leslie [redacted]
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted...
to return Christmas seasonal items for a refund.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. As Ms. [redacted] mentioned in her complaint, the copy of the receipt provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. However, it also states, “Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details”. Mr. [redacted] could have followed the instructions on the receipt to review the policy posted at the registers, online or simply asked an associate for details. It is a consumer’s responsibility to become familiar with a retailer’s return policy. With that being said, the Sears return policy states “Christmas season items cannot be returned after December 25. Christmas items purchased after December 25 are final sales and cannot be returned.” Since the items Ms. [redacted] received are Christmas décor items and were purchased on December 3, 2016, then they must be returned with a receipt on or before December 25, 2016.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. Ms. [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions; there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
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]
July 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – John C[redacted]
Dear Ms. V[redacted]
We have completed the investigation of Mr. C[redacted] complaint regarding his dissatisfaction with the multiple repairs on his...
dishwasher and his request for a replacement under the terms of his protection agreement.
Before going further, we would like to note that Mr. C[redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. It also states that repair services will be performed by a qualified repair technician (Sears Repair) designated by us. We have researched Mr. C[redacted] service history, and under the aforementioned terms, he did not meet the criteria for replacement.
According to our records, Mr. C[redacted] purchased the dishwasher, along with the MPA, on April 6, 2016 and he did not request for Sears service until June 1, 2017. Our technician arrived on June 2, 2017 and contacted our [redacted] Technical Assistance Center (STAC) to report his findings. The technician was instructed to check voltage reading at certain points to determine the issue. The notes indicate that the technician was not cooperating, and the technician reported to STAC that the customer was requesting a replacement dishwasher. The technician was informed that the dishwasher did not qualify for a replacement and STAC instructed the technician to order the necessary part to complete the repair; the sump motor assembly was ordered. Our records further indicate that Ms. C[redacted] contacted our contract department several times on June 2, and June 7, 2017 and requested a replacement. Ms. C[redacted] reported that the dishwasher had been repaired by [redacted] three times and now it was being repaired by Sears. Ms. C[redacted] was advised of the contract terms and her request for a replacement was denied. Our technician returned on June 9, 2017 and the repair of the dishwasher was completed. With that being said, since we have addressed the issue brought forth in Mr. C[redacted] complaint, we have closed our file.
We apologize to Mr. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
M[redacted] S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. The issue is that the 10,000 points that Mr. [redacted] references is a delay posting point offer. This means that while he earned the points on December 20, 2016, they would not actually credit to the account for use until December 26, 2016. We apologize if this was not clear to Mr. [redacted]. However, his account was credited with the correct amount of point as of December 26, 2016. In light of the aforementioned information, we have closed our file. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]Tell us why here...
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have been unable to complete the investigation of Ms. [redacted] rebuttal regarding her recent visit to one of our auto centers.
We have received Ms. [redacted] rebuttal and it is our understanding that she has hired legal counsel regarding this issue and is going to pursue in court. We have noted this in our files and it is Ms. [redacted] prerogative to pursue this venue. We appreciate Ms. [redacted] rebuttal and closed her complaint pending further litigation.
We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding his cook top. There is a schedule repair for the cook top on February 10, 2017....
We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:I have not received a tracking number or the last broken item. Why are you closing this and not holding this company accountable? This is what they do! Lori will act sweetly, say that the owner Joe is a really nice guy and will definitely take care of the problem and that Juan is in the warehouse with the product and they will be sending it out today. Do you know how many times I have heard this line? Countless. Since JUNE!!! Obviously this is an issue for this company because they keep having to change their name because of bad business practices! If you look up this company on line and read reviews (which I wish I had done before ordering), other people have had the EXACT same treatment. Again, this is how they operate and they are never held accountable. They are scheisters and Sears has fallen for their lies and the Revdex.com is letting that happen.If I had money, I would take them to small claims court but I'd have to fly to California to do it, which is the only reason I have not done this before. I have considered this option with Sears too, since their name is on our account as a payee. Ultimately, Sears is responsible. To say that I am unsatisfied is an understatement. Neither company is being held liable for this problem and I'm out several thousands of dollars. I guess that's not a big deal for some people but it is for us. I would implore the Revdex.com to keep this open until the matter is complete. Otherwise, it's just another lie from the company.
Sincerely,
Rebecca [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I called the 800 number on the back of a sears cards, and was told I have a zero balance. But the automated system also said the info given me did not reflect other charges. I hope I do not have to go through anything else with Sears.., like them adding a restocking fee after I filed with the Revdex.com for their conduct. Should that occur, I will indeed inform you. Thanks for your assistant!
May 26, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding the problems he encountered when he attempted to return a...
pair of pants after the 30-day return period had expired.
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most items. A customer has 30 days from the date of the original purchase to make a return, with some exceptions listed on our return policy. Our return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchase. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a small appliance purchase.
Since [redacted] pants were purchased on December 31, 2015 and he attempted to exchange/return the pair of pants on May 1, 2016, he was clearly over the 30-day “hassle-free” return or exchange period. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. Accordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
July 29, 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 microwave....
According to our records, Mr. [redacted] has microwave model number [redacted] and the serial number matches what he provided. This microwave was purchased on May 3, 2013 and while some models carry a 5 year limited warranty on the [redacted], this one does not. This microwave only had a full one year manufacturer’s warranty. We are not sure how Mr. [redacted] came to the conclusion that his manufacturer’s warranty provided for more, but the owner’s manual for this model clearly states it only has a full one year warranty. As such, any repair or replacement costs would now be Mr. [redacted] responsibility. As far as the repair is concerned, the [redacted] currently costs approximately $45.00 and our labor fee would likely be in the price range of $175.00 since it is not an easy repair. Considering that Mr. [redacted] paid $ $399.98 plus tax for this item according to our records, he may want to consider purchasing a new one rather than pursuing repair at this time. However, we are willing to waive half of our labor fee as a courtesy if Mr. [redacted] wants to have a sears technician perform the necessary repair. As an alternative, we are also willing to discount the purchase of a new microwave from Sears by 15% off of the lowest price as a gesture of goodwill. This would apply in addition to current sales prices, but not to floor model, closeout, clearance, previously used or outlet merchandise. These offers are only valid for 10 days from the date of this letter; after that, they will be null and void. Should Mr. [redacted] decide to accept one of our offers, he may contact me during normal business hours via email at [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Melanie K[redacted]
Revdex.com:
There was no resolution. Sears needs to implement a system to make sure that their service techs are properly trained and know the policy and procedure like the back of their hand. It is obvious to me that Sears does not care about its customers. If they did there would not be as many online complaints about them as there are.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Melissa [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the [redacted] in receiving the discount reimbursement she...
was offered on the refrigerator purchase, as well as, her request for food loss reimbursement. We will be providing a response that was sent to Ms. [redacted] when we addressed a prior complaint she filed with the Revdex.com. First, we apologize to Ms. [redacted] for [redacted] in the refund process and that we failed to meet her expectations. After researching our records and reviewing the extensive notes, it was discovered that the discount reimbursement offered on the refrigerator had not been processed; however food loss reimbursement was processed. On July 12, 2012, Ms. [redacted] was offered $100 for food loss and a $50 gift card for her inconvenience for the multiple repairs on the refrigerator. Ms. [redacted] accepted the offer and the bank check for the food loss and the gift card were issued on July 17, 2012. Our research further indicated that due to the multiple repair attempts on her refrigerator, on September 17, 2012, Ms. [redacted] was authorized $500.00 towards a replacement. On September 19, 2012 Ms. [redacted] called again regarding the multiple repairs on the refrigerator even though she was already authorized the $500 replacement. At that time, Ms. [redacted] was offered a 15% reimbursement on the amount she would have to pay out-of-pocket over the authorized amount. The reimbursement would be processed after a completed delivery. Ms. [redacted] contacted us on September 29, 2012 with the receipt information indicating that her out-of-pocket expense was $903.97. Regrettably, on October 9, 2012 the refrigerator was delivered slightly damaged, so Ms. [redacted] opted to exchange for a different model. Ms. [redacted] did not make a selection until December 12, 2012 and we attempted to deliver on January 3, 2013. Unfortunately, the refrigerator model that Ms. [redacted] selected did not fit in the space provided, so she had to reselect again. Keeping in mind that the discount will not be processed until the delivery is completed with no issues. Mrs. [redacted] did not contact us with another selection until April 2, 2013, and delivery was scheduled for April 17, 2013. Our records indicate that Ms. [redacted] rescheduled the delivery multiple times and she did not confirm delivery until June 5, 2013. Regrettably, since 9 months had passed from the time that the reimbursement was offered until the exchange was finally delivered; it was our oversight that the reimbursement was not processed. With that being said, on February 12, 2014 we honored Ms. [redacted]’s request and issued a 20% reimbursement in the amount of $180.79 + $14.92 tax for a total refund of $195.71. Also, as a good-will gesture, on February 16, 2014 we issued a refund of $79.99 + $6.60 tax for the delivery and haul charges. Ms. [redacted] should receive the 2 separate bank checks via regular mail within 5 – 10 business days. Lastly, on July 13, 2016 a new ice maker was installed in Ms. [redacted]’s refrigerator, the unit was cycled and was filled with water when the service call was completed. Ice production should being within the next 8-12 hours. We feel it is important to add that Ms. [redacted] purchased a Sears protection agreement from the technician. Since we have noted our response to Ms. [redacted]’s complaint, we ask that this complaint be closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ###-###-#### direct Adam.[redacted][email protected]
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,
Jessica [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive my refund of $19.90. As far as the 40,000 points I received it was indeed a nice gesture, however I am limited to only using the points for a lawn and garden purchase which really does me no good since I need nothing further in either of these departments.
May 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the bedroom set ordered from a...
Third Party Marketplace Seller. 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] City of Industry CA 91789, Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in Mr. [redacted] order, we found that he had previously been in contact with Sears Online and the Third Party Marketplace Vendor, [redacted] Mr. [redacted] noted that he received an email from the merchant stating that a refund would be issued within 3 to 5 business days. In the interim, since the seller is working with Mr. [redacted] directly, we have closed our file regarding 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her grill. We apologize...
that Ms. [redacted] grill failed to meet her expectations. Ms. [redacted] seems to believe that her grill is defective. There are no known defects or recalls reported by the manufacturer on Ms. [redacted] model according to our records. There may be something that applies to another model. Ms. [redacted] seems to think because of this, all Kenmore branded grills should be included. That would be like saying an automobile manufacturer would need to repair all of their vehicles when a recall is only issued for a specific issue that is known to exist on a certain model. Typically, such recalls are limited to the models manufactured during certain time frames and I can be very specific down to the VIN number. However, there is no recall present in this instance; we offered to repair the units noted. We sell dozens of models of grills every season; the configurations, type of materials used and even the manufacturer can differ. 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. In this case, we feel there are external issues, which we will address in the next section. While realize Ms. [redacted] feels that we should bear the cost of repairing her unit or provide her with a new one, we will not for three reasons. The first is that these grills are tested under all sorts of conditions to ensure that the materials used can endure and stand up to normal use before ever being released for sale to the public. The only time we see this sort of deterioration is if the cleaning instructions listed on pages 8, 9, and 10, of Ms. [redacted] owner's manual are not followed. Especially vital is cleaning the grease tray after each use. The grease and acidic marinades can drip down and cause the material of the grill to corrode. The second reason is that any damages due to rust are excluded under the terms of Ms. [redacted] manufacturer’s warranty except for the limited warranty affecting the burners. Finally, our return policy was only valid for 90 days from the date of purchase and that time period has long since passed since almost a year has passed. The cost of the firebox is $77.00 and the labor would be approximately $100.00 to install. As such, it may be better for Ms. [redacted] to consider purchasing a new grill. At this time, we are willing to offer Ms. [redacted] a choice of either a 15% discount off of a new grill purchased at Sears or we will waive the labor involved with repairing the issue if Sears technician does the work. The cost of any additional parts will be her responsibility. The 15% discount would not apply in addition to current sale prices, but not to clearance, closeout, floor model, previously used or outlet merchandise. We realize Ms. [redacted] has been a faithful customer and that is why we are making this offer. Should Ms. [redacted] decide to accept one of our offers, I can be reached via email at [redacted] during normal business hours. This offer is only valid for 30 days from the date of this letter; after that, it will be null and void. Otherwise, since we are unable to provide a replacement or repair free of charge, due to the aforementioned reasons, but we have proposed alternatives as a courtesy, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
his recent purchase. We have spoken with Mr. [redacted] in regard to this issue. As a conciliatory gesture, we offered to provide him with $40.00 worth of points to his Shop Your Way Rewards (SYWR) account and he accepted. According to our records, the correct item was delivered to Mr. [redacted] on December 8, 20916. It is our hope that this will provide Mr. [redacted] with a sense of closure on this matter. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Lula J[redacted]
Complaint: [redacted]
I am rejecting this response because: I believe the letter is far to vague. It does not reflect specifically indicate what the problem is with the air conditioner unit and the steps that must be taken in order to resolve the problem. I do not want to continue to be in this situation that Sears will not complete the work needed to repair or replace my air conditioner. This is the basis of the original complaint. Sears has failed to be responsive and follow up on the problems identified with my air conditioner unit made by their own technicians. So far they have successfully delayed the situation that it is now too cold to run the air conditioner. I would like the letter to reflect the past actions that Sear failed to follow up on and to provide a more directive in describing the action that must be taken to address the findings they already have on record of the documented problems described by their technicians.
Sincerely,
Leslie [redacted]
January 16, 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 the problem she encountered when she attempted...
to return Christmas seasonal items for a refund.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. As Ms. [redacted] mentioned in her complaint, the copy of the receipt provided clearly states the following: Most items have a return policy of 30 days from purchase but may vary by item. However, it also states, “Restrictions Apply. See Sears.com, signs posted at registers, or an associate for details”. Mr. [redacted] could have followed the instructions on the receipt to review the policy posted at the registers, online or simply asked an associate for details. It is a consumer’s responsibility to become familiar with a retailer’s return policy. With that being said, the Sears return policy states “Christmas season items cannot be returned after December 25. Christmas items purchased after December 25 are final sales and cannot be returned.” Since the items Ms. [redacted] received are Christmas décor items and were purchased on December 3, 2016, then they must be returned with a receipt on or before December 25, 2016.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. Ms. [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions; there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request.
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]
July 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – John C[redacted]
Dear Ms. V[redacted]
We have completed the investigation of Mr. C[redacted] complaint regarding his dissatisfaction with the multiple repairs on his...
dishwasher and his request for a replacement under the terms of his protection agreement.
Before going further, we would like to note that Mr. C[redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. It also states that repair services will be performed by a qualified repair technician (Sears Repair) designated by us. We have researched Mr. C[redacted] service history, and under the aforementioned terms, he did not meet the criteria for replacement.
According to our records, Mr. C[redacted] purchased the dishwasher, along with the MPA, on April 6, 2016 and he did not request for Sears service until June 1, 2017. Our technician arrived on June 2, 2017 and contacted our [redacted] Technical Assistance Center (STAC) to report his findings. The technician was instructed to check voltage reading at certain points to determine the issue. The notes indicate that the technician was not cooperating, and the technician reported to STAC that the customer was requesting a replacement dishwasher. The technician was informed that the dishwasher did not qualify for a replacement and STAC instructed the technician to order the necessary part to complete the repair; the sump motor assembly was ordered. Our records further indicate that Ms. C[redacted] contacted our contract department several times on June 2, and June 7, 2017 and requested a replacement. Ms. C[redacted] reported that the dishwasher had been repaired by [redacted] three times and now it was being repaired by Sears. Ms. C[redacted] was advised of the contract terms and her request for a replacement was denied. Our technician returned on June 9, 2017 and the repair of the dishwasher was completed. With that being said, since we have addressed the issue brought forth in Mr. C[redacted] complaint, we have closed our file.
We apologize to Mr. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
M[redacted] S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. The issue is that the 10,000 points that Mr. [redacted] references is a delay posting point offer. This means that while he earned the points on December 20, 2016, they would not actually credit to the account for use until December 26, 2016. We apologize if this was not clear to Mr. [redacted]. However, his account was credited with the correct amount of point as of December 26, 2016. In light of the aforementioned information, we have closed our file. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]Tell us why here...
June 6, 2016
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have been unable to complete the investigation of Ms. [redacted] rebuttal regarding her recent visit to one of our auto centers.
We have received Ms. [redacted] rebuttal and it is our understanding that she has hired legal counsel regarding this issue and is going to pursue in court. We have noted this in our files and it is Ms. [redacted] prerogative to pursue this venue. We appreciate Ms. [redacted] rebuttal and closed her complaint pending further litigation.
We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding his cook top. There is a schedule repair for the cook top on February 10, 2017....
We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:I have not received a tracking number or the last broken item. Why are you closing this and not holding this company accountable? This is what they do! Lori will act sweetly, say that the owner Joe is a really nice guy and will definitely take care of the problem and that Juan is in the warehouse with the product and they will be sending it out today. Do you know how many times I have heard this line? Countless. Since JUNE!!! Obviously this is an issue for this company because they keep having to change their name because of bad business practices! If you look up this company on line and read reviews (which I wish I had done before ordering), other people have had the EXACT same treatment. Again, this is how they operate and they are never held accountable. They are scheisters and Sears has fallen for their lies and the Revdex.com is letting that happen.If I had money, I would take them to small claims court but I'd have to fly to California to do it, which is the only reason I have not done this before. I have considered this option with Sears too, since their name is on our account as a payee. Ultimately, Sears is responsible. To say that I am unsatisfied is an understatement. Neither company is being held liable for this problem and I'm out several thousands of dollars. I guess that's not a big deal for some people but it is for us. I would implore the Revdex.com to keep this open until the matter is complete. Otherwise, it's just another lie from the company.
Sincerely,
Rebecca [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I called the 800 number on the back of a sears cards, and was told I have a zero balance. But the automated system also said the info given me did not reflect other charges. I hope I do not have to go through anything else with Sears.., like them adding a restocking fee after I filed with the Revdex.com for their conduct. Should that occur, I will indeed inform you. Thanks for your assistant!
May 26, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding the problems he encountered when he attempted to return a...
pair of pants after the 30-day return period had expired.
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most items. A customer has 30 days from the date of the original purchase to make a return, with some exceptions listed on our return policy. Our return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchase. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy; particularly for a small appliance purchase.
Since [redacted] pants were purchased on December 31, 2015 and he attempted to exchange/return the pair of pants on May 1, 2016, he was clearly over the 30-day “hassle-free” return or exchange period. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. Accordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request.
Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
July 29, 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 microwave....
According to our records, Mr. [redacted] has microwave model number [redacted] and the serial number matches what he provided. This microwave was purchased on May 3, 2013 and while some models carry a 5 year limited warranty on the [redacted], this one does not. This microwave only had a full one year manufacturer’s warranty. We are not sure how Mr. [redacted] came to the conclusion that his manufacturer’s warranty provided for more, but the owner’s manual for this model clearly states it only has a full one year warranty. As such, any repair or replacement costs would now be Mr. [redacted] responsibility. As far as the repair is concerned, the [redacted] currently costs approximately $45.00 and our labor fee would likely be in the price range of $175.00 since it is not an easy repair. Considering that Mr. [redacted] paid $ $399.98 plus tax for this item according to our records, he may want to consider purchasing a new one rather than pursuing repair at this time. However, we are willing to waive half of our labor fee as a courtesy if Mr. [redacted] wants to have a sears technician perform the necessary repair. As an alternative, we are also willing to discount the purchase of a new microwave from Sears by 15% off of the lowest price as a gesture of goodwill. This would apply in addition to current sales prices, but not to floor model, closeout, clearance, previously used or outlet merchandise. These offers are only valid for 10 days from the date of this letter; after that, they will be null and void. Should Mr. [redacted] decide to accept one of our offers, he may contact me during normal business hours via email at [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]