July 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - June [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with our customer service and non-receipt...
of a refund for a dishwasher she returned to Sears.
It is unfortunate that we failed Ms. [redacted]'s expectations when she recently purchased a dishwasher from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, our records indicate that Ms. [redacted]'s local Sears store may not have been notified of her return. Regardless, we have confirmed that their refund was issued to her account on June 23, 2015. Ms. [redacted] is welcome to contact Store Manager Candi [redacted] at (760) [redacted] if she has any further questions about her refund or this issue. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. [redacted] will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800[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]
March 27, 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 her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. Ms. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. With that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the children’s clothes, shoes, and the shaver on February 4, 2017 and then attempted to return them on March 8, 2017, she was over the 30-day “hassle-free” return period.
However, after the Kmart hassle-free 30-day return/exchange period has expired, the shaver should be covered by the manufacturer’s warranty. We contacted Ms. [redacted] and requested a copy of the receipt and the model information on the shaver in order to assist her with researching the manufacturer’s warranty. She stated that she did not have the information with her but agreed to send the information. She also confirmed that she had the manual and all items with the shaver. As of today, Ms. [redacted] has not provided the requested information. However, she should be able to find the manufacturer’s warranty and contact information in the manual. Ms. [redacted] will need to contact the manufacturer regarding the defective shaver.
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. The policy is for any refund or exchange…it must be requested within 30 days. After that 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11595850, and find that this resolution is satisfactory to me.
Sincerely,
Lisa [redacted]
Complaint: [redacted]
I am rejecting this response because: The technician never showed up to my house and no repair was completed at my home. The fact that the Sears or the technician stated that they came to my home on January 16, 2017 is a flat out lie. And I can say this because neither myself or wife were at home on January 16, 2017.
Sincerely,
[redacted]
Thank you so much for your kind attention to my matter. I have recently renewed my warranty with the company because of their response.
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]
March 13, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP)...
regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction.
Pursuant to Mrs. [redacted] complaint, we have agreed to reimburse all monies paid for the kitchen project. As a courtesy for the inconvenience, we also waived the 30% restocking fees. The check was mailed on March 6th, 2017 via [redacted] Signature Required. On behalf of SHIP please know that we apologize to Mr. and Mrs. [redacted] for any frustrations or inconveniences they may have experienced.
At this time, we have completed our investigation and request that you close your file. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Jacqueline [redacted] via 1st Class US Postage
January 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for the gas range connector she purchased with a range from sears.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, [redacted] Manager for Sears Store [redacted] contacted Ms. [redacted] in reference to her concerns and issued a credit for the connector on January 23, 2017. Ms. [redacted] indicated that she was satisfied with this resolution. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed
the investigation of [redacted] complaint regarding his recent online experience.As clarification, we
searched for the...
kitchen sink online and were unable to locate the merchandise
he stated was priced at $190.00. However, it should be noted that the correct
price will always show in the shopping cart.
When we do any price changes, or corrections, we update the price that
shows in the basket first, and then update all the corresponding pages if there
is an error. While we understand [redacted] frustration, the fact is that
although we strive to provide our Sears.com customers with accurate
information, including pricing, availability, and product description on all
products available on Sears.com, there will be times that an error might occur. We have a very
comprehensive disclaimer on our website that sets forth the terms and
conditions of ordering from our site.
With an online business it is possible for mistakes of this nature to
happen occasionally, which is why most online merchants have terms and conditions
that are similar to ours. Most online
retailers post similar terms of use, and we stand by our disclaimer. In case [redacted] may not have been
familiar with our disclaimer, even though any access of our site is considered
an acceptance of our terms of use, we have included below the portion that was
pertinent to this situation:DisclaimerYOU EXPRESSLY
AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION,
ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON
THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND
MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE"
BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY
DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS
TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT
LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT,
SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR
DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES
ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT
REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS
SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY
ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE
OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING
BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND
OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE.
FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE
USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR
OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN,
OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT
EXPRESSLY STATED HEREIN.In accordance then
with that disclaimer and our posted policies, we are unable to honor [redacted]
request to purchase the kitchen sink at the incorrect price. We appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns. Sincerely, [redacted]
January 2, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Joii L. B[redacted] Dear [redacted] We have completed our investigation of Ms. B[redacted] complaint...
regarding her TV. It was our understanding that M.s B[redacted] had accepted our offer to provide her with compensation in an amount equal to the value of a comparable TV. A gift card for $565.76 was emailed to Ms. B[redacted] on November 22, 2017, fulfilling the terms of her contract. As such, we have closed our file. We apologize to Ms. B[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 S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
December 16, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611
[redacted]
[redacted]We have completed the investigation of [redacted]
complaint regarding a recent order. We have provided a resolution...
that we feel [redacted] will
find satisfactory. We ask that [redacted] check his SYWR account balance in 24
hours. In light of the aforementioned information, we respectfully ask that
this matter be considered closed. We apologize to [redacted] and we appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 27, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #11727451 – Michelle L. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the delay she encountered in getting...
a dryer repaired under warranty. On Thursday, August 18, 2016, we experienced a catastrophic failure of a server that impacted the system that we use to schedule in-home repair. The system was down for almost three days, and was the worst outage in the history of our in-home service. Repairs had to be rescheduled and we had technicians that were running on paper and those calls later had to be manually entered into the system. This was nationwide and had a severe impact on service not only those three days but for weeks afterward. We apologize that Ms. [redacted] happened to be one of our customers that was affected by this outage. Hers is one of the more extreme examples of the problems this caused since it appears that the manual entry of her service order did not make it into the system and caused her to have subsequent calls to get the part ordered. We can also understand her frustration and having a repair so close to when her warranty would be expiring, leaving her without the peace of mind that she would have enough time to use it to ensure she received a long-lasting repair solution. As such we were willing to honor her request to receive some type of extension to her warranty. We have provided her with 2 additional years of coverage under our Sears Master Protection Agreement (MPA). This means that instead of having her warranty expire November 1, 2016, she now has coverage under her MPA until November 1, 2018. If Ms. [redacted] had called to purchase this it would have had a cost to her of $180.35 plus tax, but we have provided this to her at no cost. She should receive a copy of her contract via mail in the next 4-6 weeks and she can always call 1-800-4MY-HOME and choose the path to get to information regarding our Protection Agreements and she can request to have a copy sent to her via email. We do want to note that the contract is in the name of Cynthia [redacted] since that is the name on the service record that contains the warranty coverage. With that said, since we have honored Ms. [redacted]’s request to receive extended coverage because of the delay she encountered in receiving warranty service, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
August 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his trimmer. First, we would...
like to apologize to [redacted] for failing his expectations in regard to the trimmer he purchased in May of 2015. Upon receiving [redacted] complaint, we contacted Carry-in Team Supervisor [redacted] for assistance. After discussing the matter with [redacted], Mr. [redacted] authorized an-warranty exchange. Mr. [redacted] advised [redacted] to take his receipt to his local Sears for the exchange. [redacted] indicated that he plans to go to the store when he returns from out-of-town; sometimes next week. He has [redacted]’s contact information in case he has any further questions or concerns. In the interim, since an equitable resolution is being provided for [redacted], we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding a recent 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. We sincerely apologize for any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Member Advocate [redacted] spoke with Mr. [redacted] on March 28, 2017, and she arranged to have a technician return to Mr. [redacted] home on March 29, 2017, to pick up the boxes that were left. On March 30, 2017, Ms. [redacted] confirmed that the boxes have been removed. With that said, since we have documented Mr. [redacted] experience with Sears Home Services and we have removed the boxes, 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
March 28, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Tara [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her Shop Your Way Rewards...
account. According to our records, Ms. [redacted] account was adjusted on March 22, 2017 to reflect that the 90,000 points she mentions were added. Apparently an error had been made and too many points had been deducted previously. We wan to assure Ms. [redacted] that we appreciate her patronage greatly and we will ensure that her sentiments concerning what occurred are forwarded to the appropriate parties. That said, since Ms. [redacted]’s request was granted, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Tammie.[redacted]@searshc.com
Initial Business Response /* (1000, 12, 2015/10/20) */
October 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation Ms. [redacted] complaint...
regarding her dissatisfaction with Sears Carpet Cleaning.
First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently contracted with Sears Carpet Cleaning. Upon receiving Ms. [redacted] complaint, we forwarded the matter to Customer Service Manager[redacted] for assistance. Ms.[redacted] subsequently contacted Ms.[redacted] for a copy of the sales receipt to verify the purchase price. Unfortunately, Ms.[redacted] has been unable to provide a copy, so Ms.[redacted] is attempting to research the value of the rug using the manufacturer's information. Once Ms.[redacted] is able to verify the value of the rug, Ms.[redacted] will be provided with a fair offer of compensation. In the interim, since Ms.[redacted] is in active communication with Ms.[redacted] and a resolution is pending, 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
Initial Consumer Rebuttal /* (2000, 14, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe that Sears representative, Ms.[redacted], is going to offer a fair and reasonable compensation amount for the replacement of my Needlepoint Rug. I have given Ms.[redacted] all the relevant information necessary to determine a fair resolution to include the owner, Dr.[redacted] owner of the antique mall contact information. Thank you kindly for your willingness to assist in this matter.
V/r,
[redacted]
December 23, 2015 Revdex.com [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 [redacted] Via: Revdex.com Website [redacted] Thank you for contacting Sears Home Improvement Products, Inc. (SHIP) regarding your inquiry...
concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Pursuant to [redacted]’ request we have replaced all siding which had fallen at the time of his initial call to us, as well as additional pieces at the repair cost quoted during the initial phone call. The siding that was installed was provided by [redacted] and identified as excess pieces that were left from the original installation in 2006. [redacted] has verbally confirmed that the service was completed and has paid the agreed upon repair costs. [redacted] also signed the service work order to confirm that the repair was completed to her satisfaction. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted] 1st class postage
January 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her canceled sears.com layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $247.60 was issued to her [redacted] account ending in [redacted] on December 23, 2016. We would like to offer Ms. [redacted] a $45.00 gift card as an apology for this issue. Ms. [redacted] may contact call [redacted] within thirty days of the date of this letter and speak directly with Regulatory Complaint Specialist [redacted] or by leave a message for her indicating that she would like to accept the gift card. In the interim, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of our layaway process and the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable resolution has been proposed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 24, 2016
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 11178883 – Terry [redacted]
Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with the problems he...
encounters when he attempts to cash his checks at the Kmart Store.
We have Mr. [redacted]’s complaint and we apologize that we failed to meet his expectations. As Mr. [redacted] mentioned in his complaint, he had previously filed a Revdex.com complaint regarding the same issue. On March 1, 2016 we investigated and informed Mr. [redacted] that District Manager Mr. Masaryk has called the National Customer Relations (NCR) when this issue has happened and with Mr. [redacted] present. NCR confirms that everything is ok; however, the registers won't read the check. Mr. Masaryk advised that the checks are being denied by the electronic check clearing house in Florida. The registers will not read the checks, this is a system issue and there is nothing that can be done when the registers don't sync.
We would also like to note on February 24, 2016 Mr. [redacted]’s concern was also addressed by our Executive Member Support team and was provided the above information and, as a one-time offer, he was issued $100 Shop Your Way Reward points for his inconvenience. While we understand that he is dissatisfied that the store was unable to cash his qualified check, the fact remains that on several occasions we made Mr. [redacted] aware that this is an intermittent problem and the issue has nothing to do with the store or the associates. With that being said, since we have addressed the issue brought forth in Mr. [redacted]’s complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
July 8, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - June [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with our customer service and non-receipt...
of a refund for a dishwasher she returned to Sears.
It is unfortunate that we failed Ms. [redacted]'s expectations when she recently purchased a dishwasher from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, our records indicate that Ms. [redacted]'s local Sears store may not have been notified of her return. Regardless, we have confirmed that their refund was issued to her account on June 23, 2015. Ms. [redacted] is welcome to contact Store Manager Candi [redacted] at (760) [redacted] if she has any further questions about her refund or this issue. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. [redacted] will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800[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]
March 27, 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 her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. Ms. [redacted] could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. With that being said, the Kmart return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the children’s clothes, shoes, and the shaver on February 4, 2017 and then attempted to return them on March 8, 2017, she was over the 30-day “hassle-free” return period.
However, after the Kmart hassle-free 30-day return/exchange period has expired, the shaver should be covered by the manufacturer’s warranty. We contacted Ms. [redacted] and requested a copy of the receipt and the model information on the shaver in order to assist her with researching the manufacturer’s warranty. She stated that she did not have the information with her but agreed to send the information. She also confirmed that she had the manual and all items with the shaver. As of today, Ms. [redacted] has not provided the requested information. However, she should be able to find the manufacturer’s warranty and contact information in the manual. Ms. [redacted] will need to contact the manufacturer regarding the defective shaver.
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. The policy is for any refund or exchange…it must be requested within 30 days. After that 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11595850, and find that this resolution is satisfactory to me.
Sincerely,
Lisa [redacted]
Complaint: [redacted]
I am rejecting this response because: The technician never showed up to my house and no repair was completed at my home. The fact that the Sears or the technician stated that they came to my home on January 16, 2017 is a flat out lie. And I can say this because neither myself or wife were at home on January 16, 2017.
Sincerely,
[redacted]
Thank you so much for your kind attention to my matter. I have recently renewed my warranty with the company because of their response.
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]
March 13, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste. 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP)...
regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction.
Pursuant to Mrs. [redacted] complaint, we have agreed to reimburse all monies paid for the kitchen project. As a courtesy for the inconvenience, we also waived the 30% restocking fees. The check was mailed on March 6th, 2017 via [redacted] Signature Required. On behalf of SHIP please know that we apologize to Mr. and Mrs. [redacted] for any frustrations or inconveniences they may have experienced.
At this time, we have completed our investigation and request that you close your file. If you have any questions or concerns, please contact me at [redacted] or via email at [redacted]
Sincerely,
[redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Jacqueline [redacted] via 1st Class US Postage
January 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for the gas range connector she purchased with a range from sears.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, [redacted] Manager for Sears Store [redacted] contacted Ms. [redacted] in reference to her concerns and issued a credit for the connector on January 23, 2017. Ms. [redacted] indicated that she was satisfied with this resolution. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
November 9, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed
the investigation of [redacted] complaint regarding his recent online experience.As clarification, we
searched for the...
kitchen sink online and were unable to locate the merchandise
he stated was priced at $190.00. However, it should be noted that the correct
price will always show in the shopping cart.
When we do any price changes, or corrections, we update the price that
shows in the basket first, and then update all the corresponding pages if there
is an error. While we understand [redacted] frustration, the fact is that
although we strive to provide our Sears.com customers with accurate
information, including pricing, availability, and product description on all
products available on Sears.com, there will be times that an error might occur. We have a very
comprehensive disclaimer on our website that sets forth the terms and
conditions of ordering from our site.
With an online business it is possible for mistakes of this nature to
happen occasionally, which is why most online merchants have terms and conditions
that are similar to ours. Most online
retailers post similar terms of use, and we stand by our disclaimer. In case [redacted] may not have been
familiar with our disclaimer, even though any access of our site is considered
an acceptance of our terms of use, we have included below the portion that was
pertinent to this situation:DisclaimerYOU EXPRESSLY
AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION,
ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON
THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND
MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE"
BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY
DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS
TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT
LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT,
SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR
DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES
ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT
REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS
SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY
ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE
OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING
BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND
OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE.
FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE
USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR
OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN,
OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT
EXPRESSLY STATED HEREIN.In accordance then
with that disclaimer and our posted policies, we are unable to honor [redacted]
request to purchase the kitchen sink at the incorrect price. We appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns. Sincerely, [redacted]
January 2, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted]– Joii L. B[redacted] Dear [redacted] We have completed our investigation of Ms. B[redacted] complaint...
regarding her TV. It was our understanding that M.s B[redacted] had accepted our offer to provide her with compensation in an amount equal to the value of a comparable TV. A gift card for $565.76 was emailed to Ms. B[redacted] on November 22, 2017, fulfilling the terms of her contract. As such, we have closed our file. We apologize to Ms. B[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 S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S[redacted]
December 16, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611
[redacted]
[redacted]We have completed the investigation of [redacted]
complaint regarding a recent order. We have provided a resolution...
that we feel [redacted] will
find satisfactory. We ask that [redacted] check his SYWR account balance in 24
hours. In light of the aforementioned information, we respectfully ask that
this matter be considered closed. We apologize to [redacted] and we appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 27, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #11727451 – Michelle L. [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the delay she encountered in getting...
a dryer repaired under warranty. On Thursday, August 18, 2016, we experienced a catastrophic failure of a server that impacted the system that we use to schedule in-home repair. The system was down for almost three days, and was the worst outage in the history of our in-home service. Repairs had to be rescheduled and we had technicians that were running on paper and those calls later had to be manually entered into the system. This was nationwide and had a severe impact on service not only those three days but for weeks afterward. We apologize that Ms. [redacted] happened to be one of our customers that was affected by this outage. Hers is one of the more extreme examples of the problems this caused since it appears that the manual entry of her service order did not make it into the system and caused her to have subsequent calls to get the part ordered. We can also understand her frustration and having a repair so close to when her warranty would be expiring, leaving her without the peace of mind that she would have enough time to use it to ensure she received a long-lasting repair solution. As such we were willing to honor her request to receive some type of extension to her warranty. We have provided her with 2 additional years of coverage under our Sears Master Protection Agreement (MPA). This means that instead of having her warranty expire November 1, 2016, she now has coverage under her MPA until November 1, 2018. If Ms. [redacted] had called to purchase this it would have had a cost to her of $180.35 plus tax, but we have provided this to her at no cost. She should receive a copy of her contract via mail in the next 4-6 weeks and she can always call 1-800-4MY-HOME and choose the path to get to information regarding our Protection Agreements and she can request to have a copy sent to her via email. We do want to note that the contract is in the name of Cynthia [redacted] since that is the name on the service record that contains the warranty coverage. With that said, since we have honored Ms. [redacted]’s request to receive extended coverage because of the delay she encountered in receiving warranty service, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
August 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his trimmer. First, we would...
like to apologize to [redacted] for failing his expectations in regard to the trimmer he purchased in May of 2015. Upon receiving [redacted] complaint, we contacted Carry-in Team Supervisor [redacted] for assistance. After discussing the matter with [redacted], Mr. [redacted] authorized an-warranty exchange. Mr. [redacted] advised [redacted] to take his receipt to his local Sears for the exchange. [redacted] indicated that he plans to go to the store when he returns from out-of-town; sometimes next week. He has [redacted]’s contact information in case he has any further questions or concerns. In the interim, since an equitable resolution is being provided for [redacted], we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding a recent 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. We sincerely apologize for any inconvenience we may have caused Mr. [redacted] Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. Member Advocate [redacted] spoke with Mr. [redacted] on March 28, 2017, and she arranged to have a technician return to Mr. [redacted] home on March 29, 2017, to pick up the boxes that were left. On March 30, 2017, Ms. [redacted] confirmed that the boxes have been removed. With that said, since we have documented Mr. [redacted] experience with Sears Home Services and we have removed the boxes, 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
March 28, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Tara [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her Shop Your Way Rewards...
account. According to our records, Ms. [redacted] account was adjusted on March 22, 2017 to reflect that the 90,000 points she mentions were added. Apparently an error had been made and too many points had been deducted previously. We wan to assure Ms. [redacted] that we appreciate her patronage greatly and we will ensure that her sentiments concerning what occurred are forwarded to the appropriate parties. That said, since Ms. [redacted]’s request was granted, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Tammie.[redacted]@searshc.com
Initial Business Response /* (1000, 12, 2015/10/20) */
October 19, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed our investigation Ms. [redacted] complaint...
regarding her dissatisfaction with Sears Carpet Cleaning.
First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently contracted with Sears Carpet Cleaning. Upon receiving Ms. [redacted] complaint, we forwarded the matter to Customer Service Manager[redacted] for assistance. Ms.[redacted] subsequently contacted Ms.[redacted] for a copy of the sales receipt to verify the purchase price. Unfortunately, Ms.[redacted] has been unable to provide a copy, so Ms.[redacted] is attempting to research the value of the rug using the manufacturer's information. Once Ms.[redacted] is able to verify the value of the rug, Ms.[redacted] will be provided with a fair offer of compensation. In the interim, since Ms.[redacted] is in active communication with Ms.[redacted] and a resolution is pending, 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
Initial Consumer Rebuttal /* (2000, 14, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe that Sears representative, Ms.[redacted], is going to offer a fair and reasonable compensation amount for the replacement of my Needlepoint Rug. I have given Ms.[redacted] all the relevant information necessary to determine a fair resolution to include the owner, Dr.[redacted] owner of the antique mall contact information. Thank you kindly for your willingness to assist in this matter.
V/r,
[redacted]
December 23, 2015 Revdex.com [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 [redacted] Via: Revdex.com Website [redacted] Thank you for contacting Sears Home Improvement Products, Inc. (SHIP) regarding your inquiry...
concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. Pursuant to [redacted]’ request we have replaced all siding which had fallen at the time of his initial call to us, as well as additional pieces at the repair cost quoted during the initial phone call. The siding that was installed was provided by [redacted] and identified as excess pieces that were left from the original installation in 2006. [redacted] has verbally confirmed that the service was completed and has paid the agreed upon repair costs. [redacted] also signed the service work order to confirm that the repair was completed to her satisfaction. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted] 1st class postage
January 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her canceled sears.com layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that a refund of $247.60 was issued to her [redacted] account ending in [redacted] on December 23, 2016. We would like to offer Ms. [redacted] a $45.00 gift card as an apology for this issue. Ms. [redacted] may contact call [redacted] within thirty days of the date of this letter and speak directly with Regulatory Complaint Specialist [redacted] or by leave a message for her indicating that she would like to accept the gift card. In the interim, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of our layaway process and the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable resolution has been proposed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
Received verbal from Mr. [redacted] his case has been resolved.
October 24, 2016
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 11178883 – Terry [redacted]
Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with the problems he...
encounters when he attempts to cash his checks at the Kmart Store.
We have Mr. [redacted]’s complaint and we apologize that we failed to meet his expectations. As Mr. [redacted] mentioned in his complaint, he had previously filed a Revdex.com complaint regarding the same issue. On March 1, 2016 we investigated and informed Mr. [redacted] that District Manager Mr. Masaryk has called the National Customer Relations (NCR) when this issue has happened and with Mr. [redacted] present. NCR confirms that everything is ok; however, the registers won't read the check. Mr. Masaryk advised that the checks are being denied by the electronic check clearing house in Florida. The registers will not read the checks, this is a system issue and there is nothing that can be done when the registers don't sync.
We would also like to note on February 24, 2016 Mr. [redacted]’s concern was also addressed by our Executive Member Support team and was provided the above information and, as a one-time offer, he was issued $100 Shop Your Way Reward points for his inconvenience. While we understand that he is dissatisfied that the store was unable to cash his qualified check, the fact remains that on several occasions we made Mr. [redacted] aware that this is an intermittent problem and the issue has nothing to do with the store or the associates. With that being said, since we have addressed the issue brought forth in Mr. [redacted]’s complaint, 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com