Complaint: [redacted]
I am rejecting this response because:This is an ongoing situation that needs to be stopped, I know it was a mistake for me to purchase at that store again after the previous incident but I thought that Kmart had taken my complaint seriously and act upon such a simple problem to resolve. Not only was the wrong food picked from the shelves but this time the food inside the bag was wet and had mildew growing on it. Please see attachments photos, taken at the pickup counter of the Kmart store in question. Again I wasted my time, gas and expectations of getting what I order and paid for. It is not for the money but I consider this repeated failure from Kmart to fulfill what is promised at time of purchase a disrespect to the customer. I am requesting another $15 gift card as a mean of apology and customer satisfaction for my previously explained wasted time and gas. I would not buy from This Kmart store again but a second apology for the same and even worst circumstance makes me feel like Kmart does not take me seriously as a customer and a person. It is not my problem that of management's incompetent ability to run a serious business.
Sincerely,
Jose E[redacted]
July 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Justin [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. We have reviewed both our response and Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. The fact remains that his original purchase was made on October 28, 2008. The manufacturer’s warranty for Mr. [redacted] current unit states: “for six years from the date of purchase, if this water heater is installed and operated in a single family home in accordance the owner’s manual instructions and all local applicable plumbing codes, Sears will: supply a free water heater for one that develops a leak.” Notice the statement says “for six years from the date of purchase.” Mr. [redacted] did not purchase his current unit or the one he had before; it was given to him as fulfillment of the warranty for his original model. His original purchase was made in 2008 and for six years after that date, if the water heater in his home should fail, he would be provided with a replacement. That was done twice as we mentioned before, but now the warranty period has expired since his purchase was made over 6 years ago. Accordingly, Mr. [redacted] is not entitled to replacements in perpetuity under the manufacturer’s warranty and any repair or replacement costs would now be his responsibility. Again, we are willing to discount the purchase of a new water heater from Sears by 10% off of the lowest price as a courtesy. This would apply in addition to any current sale prices, but not to close out, clearance, previously used, floor model or outlet merchandise and is only valid for 10 days from the date of this letter; after that, it will be null and void. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted] case, we do apologize that we failed his expectations, but our response is in accordance with the terms of his manufacturer’s warranty and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com.
[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 Sears Home Services and repairs to his washer. Sears Home Services records...
indicate that repairs to [redacted] washer were completed during a service call that was completed on July 22, 2016. During the service call the technician indicated that he repaired a drain pump hose. After the hose was reinstalled the washer was tested and was found to be operating as designed. Regarding the damage to the home, [redacted] is aware that Sears has referred his damage claim to our third party claims examiner. Once it was called in to [redacted] the claim was given a claim number of [redacted]. The claim has been assigned to [redacted] who can be reached at [redacted] or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. Their decision is immutable. If [redacted] has any further questions in regards to his claim, she would need to contact his case worker at [redacted]. Although we empathize with [redacted] frustrations, we are not in a position to offer him any assistance. That said we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]
November 11, 2015
[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]
[redacted]We have completed
our investigation of [redacted] complaint regarding his service experience.On receipt of [redacted] complaint our...
carry-in manager contacted [redacted] and was informed
that he had not picked up the power washer after returning it for service. On
November 10, 2015 [redacted] did confirm with [redacted] from our carry-in
department that the power washer was working fine. Since we have repaired [redacted] power washer and confirmed it is in working order we have closed out
our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are not stating the fact accurately. They never contacted me they contacted my wife and harassed her and were quite rude to the point where she felt very uncomfortable. They did no follow up other than harass my wife and demand documentation, which I have, on everything but they failed to contact me at the number my wife provided them. I have been buying things for 45 years and this is the worst example of poor service and misrepresentation that I have ever seen. I was told by the technician I would receive a full refund due to the hassle of 4 service calls to try and fix one item which wasnt resolved. I didn't want to schedule a 5th appointment since they were unable to fix it so their response it ridiculous. I am considering contacting the local news station that loves to help people like me who are victims of a large and aggressive company. I have all the information to back up my claims. They should be embarrassed by their response look at the [redacted] situation. Sometimes you can't just victimize the little guy. I repeat my assertion they did a terrible and insufficient job and are misrepresenting the facts and trying to bully us now. Thats not ok.
Sincerely,
[redacted]
August 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kevin [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and delayed availability of his store pick up order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an online order for pick up at Kmart. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, Jud [redacted], District Manager for Kmart Store number [redacted], contacted Mr. [redacted] by telephone to discuss his concerns. At that time he informed Mr. [redacted] that his online order was cancelled and would be automatically refunded to his account. As an apology, Kmart sent Mr. [redacted] a money order for $20.00 money order which he may use to purchase additional filters or use however he chooses. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us an opportunity to provide him 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 Mr. [redacted]s comments and an equitable 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 [redacted] 1-800-762-3049 Ext. [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Michael S [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the service on his refrigerator. After reviewing the...
service history and discussing the issue with Mr. [redacted] we have authorized a replacement of the refrigerator under the first 30 days of the Sears Home Warranty. Mr. [redacted] has been informed of this offer and has been provided with the necessary information to select a new refrigerator. Mr. [redacted] has been provided with my direct contact information. Since it was our understanding that this resolution met with Mr. [redacted] approval, we have closed our file. 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]-[redacted]-[redacted] direct Vanessa.L.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Katherine T [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and her dishwasher. As stated in our initial correspondence, Ms. [redacted] dishwasher was covered by the units one year parts and labor warranty which expired on January 10, 2014. The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, 2018. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 closed service calls where functional parts have been replaced within a 12 month period. After reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacement. Our stance on this issue remains unchanged. Sears dispatched a technician to Ms. [redacted] home on November 16, 2016 to diagnose her complaint that her dishwasher emitted a burning smell. Upon arrival at the home, Ms. [redacted] refused service. Later in the day, Ms. [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms. [redacted], who reiterated the terms and conditions of the MPA regarding replacement. Sears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously stated. At this time, we find ourselves at an impasse with Ms. [redacted]. If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forward. If Ms. [redacted] would like to move forward, she can email me at Adam.[redacted]@searshc.com. Ms. [redacted] notes in her complaint that she would like a refund. We feel it is important to refer Ms. [redacted] to her sales check, provided as a courtesy, which notes that she had 30 days in which to request a refund. The dishwasher was purchased January 4, 2013; therefore a refund is not an option. Since we have provided our stance as it relates to Ms. [redacted] complaint, we ask that this complaint be closed pending further contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
July 27, 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 the Master Protection Agreement (MPA)...
coverage she carries on her dishwasher. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the MPA coverage she purchased for her dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon researching Ms[redacted] concerns, we found that the expiration date for the MPA coverage on the dishwasher was corrected on July 26, 2016. The MPA now expires on May 4, 2018, as does the MPA coverage she carries on her washer, dryer and water heater. See below- [redacted] [redacted] ([redacted] [redacted] [redacted] ** [redacted] ...⇄ Row Mdse Description Model Number Recvd Type Cvg Exp Date [redacted] KEN DISH [redacted] [redacted] 06/23/15 SITE MPA 05/04/18 [redacted] DRYER, 1YR [redacted] [redacted] 01/15/15 SITE MPA 05/04/18 [redacted] TOP LOAD WASHER,[redacted] [redacted] 01/15/15 SITE MPA 05/04/18 [redacted] KENMORE 6,KM 50G NAT GAS [redacted] 03/22/16 SITE WMPA 05/04/18 Additionally, our records show that Ms. [redacted] has been emailed a copy of the corrected certificate of coverage. With that said, since we have confirmed that the MPA on Ms[redacted] dishwasher reflects the correct expiration date, 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
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed...
our investigation regarding Mr. [redacted]omplaint regarding his chandelier. [redacted] is in fact the manufacturer of Mr. [redacted]handelier and they indicated that the battery was out of stock, but they would have one made and send it to Mr. [redacted] as of last week. It should arrive within the next 10 days, if it has not already. We apologize for the delay. If Mr. [redacted] has any further concerns, he may contact [redacted] via phone at [redacted] or by email at sears@[redacted] for assistance. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with...
our customer service and a recent Sears purchase and delivery experience. It is unfortunate that we failed Mr. [redacted] expectations when he recently purchased a bed from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally[redacted] Service Recovery Specialist for [redacted] Solutions, attempted to reach Mr. [redacted] by telephone and email as recently as September 27, 2016, to discuss his complaint. With that having been said, it is important to note that Sears and [redacted] Solutions do not have the jurisdiction to correct any issues regarding Mr. [redacted] credit card, since the Sears credit card is provided by [redacted] Until we have the opportunity to speak with Mr. [redacted] about his delivery experience, we are unable to determine an appropriate resolution for his concerns. If Mr. [redacted] would still like to discuss his complaint, he may reach [redacted] by replying directly to her email or by calling [redacted] At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We would like to hear from Mr. [redacted] and hope that he will allow us an opportunity to provide him 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. Since we have noted Mr. [redacted]’, comments, we respectfully ask to have this matter closed pending his response. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10886600, and find that this resolution is satisfactory to me.
Sincerely,
Vadim [redacted]
Complaint: [redacted]
I am rejecting this response because: It is misleading advertisement. The fact that they want to credit my account with POINTS for HALF of the cost I ended up having to pay is not acceptable. Also, why is it half, because I used points I had in my account to pay for a portion of the purchase?? That makes no sense at all. I fully reject this offer of points and would like to be REFUNDED the amount I have paid to my CC for the installation. The reciept number is [redacted] - and the extra amount paid via CC was $63.91
Sincerely,
[redacted]
September 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mrs. [redacted]’s rebuttal to the response we provided regarding her request for a refund for a power washer she purchased from Sears. We have reviewed both Sears.com’s response and Ms. [redacted]’s rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for her power washer. We are also unable to honor a request for a covered repair because, as previously stated, the failure she experienced each time could have been prevented by following the manufacturer’s instructions. There were no defects reported by the manufacturer, and none found during our service evaluation. It is also important to note that the manufacturer provided a 2 year warranty, which begins on the date of purchase regardless of when the consumer chooses to begin using the product. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mrs. [redacted]’s case, we can only apologize that we failed her expectations. Sears has provided services appropriate to the terms of the manufacturer’s warranty for Mrs. [redacted]’s power washer, and our current decision remains aligned with that warranty. Since this decision is final, 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 [redacted]
August 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] K. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding the charge for a recent service...
call to his dryer. At the time Mr. [redacted] scheduled his appointment, he was read the following script: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a fee of $99.00.” Mr. [redacted] advised the technician that he would repair the dryer himself and declined to proceed with the repair; therefore, he was charged the aforementioned trip charge. Mr. [redacted] is requesting a refund of his diagnostic fee, but he has not provided any proof that the technician misdiagnosed his dryer. In Mr. [redacted]’s complaint he states that the technician advised him that he needed an electronic control switch. He further states that he purchased the switch and installed it; completing the repair. This does not seem to indicate a misdiagnosis. If Mr. [redacted] would like us to make an exception and consider issuing a refund for the trip charge, he will need to provide documentation corroborating his claim of a misdiagnosis. Mr. [redacted] can send the requested information to [redacted]@searshc.com or send it via fax to [redacted]. In the interim, since a fair resolution has been proposed, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 19, 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 the problem she encountered when she attempted to...
exchange the [redacted] Play Pen after the 30-day return period.
It is unfortunate that we failed Ms. [redacted] expectations when she recently requested to exchange the playpen. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
As clarification, Sears does have a 30-day Satisfaction Guarantee on most items. The return policy is posted on registers, online, or a customer can ask an associate for details. Since Ms. [redacted] purchased the playpen on May 30, 2016 and attempted to exchange the item on July 9, 2016, she was clearly over the 30 day exchange period. We contacted Ms. [redacted] and she stated that she was requesting an exchange because the playpen was defective. She also mentioned that since we had not exchange it, then she sold it for a lesser value. Store Manager [redacted] contacted Ms. [redacted] to discuss her store experience. He apologized for any inconvenience this may have caused her and offered her $25 worth of Shop Your Way Reward points. Ms. [redacted] accepted the offer and the points were added to her account. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
October 13, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return/exchange his 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 Mr. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” We researched and discovered that Mr. [redacted] purchased the $3.99 cell phone holder on March 16, 2016 on salescheck number [redacted]; not 3 months ago as Mr. [redacted] mentioned in his complaint. Since Mr. [redacted] purchased the Craftsman cell phone holder on March 16, 2016, and then attempted to exchange it on September 24, 2016, he was clearly over the 30-day “hassle-free” return/exchange period. We would also like to clarify, that most Craftsman products do have warranty period; however this particular product does not have a manufacturer’s warranty.
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 Mr. [redacted] when no one else has received one. 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 Mr. [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] [redacted]
April 14, 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 the charges he was assessed for a repair...
that did not correct the problem and the assurance he was given that he would be refund in full for all charges. We apologize for the delay in responding to Mr. [redacted] concerns. Our records indicate that there was some confusion in understanding all of the service orders involved, and finally our Customer Solutions department had to reach out to the District Operations Manager at the local service unit. The unit’s notes indicate that they issued Mr. [redacted] a check for $402.14 and he should have long since received it. If for some reason he did not, he is welcome to call or email me so that we can track the check and reissue if it has not been cashed. In the interim, since it is our understanding Mr. [redacted] has already been refunded, 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]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his...
impact wrench. Store Manager [redacted] provided the following response: A replacement impact wrench was sent to Mr. [redacted] home on February 18, 2016. We apologize for the delay. Should Mr. [redacted] have any other questions, I ([redacted] may be reached during normal business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 9, 2018Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Monica C [redacted] Dear Ms[redacted]:This letter will acknowledge receipt of the above referenced customer’s follow up complaint, which was referred to our office for...
response.This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience
Complaint: [redacted]
I am rejecting this response because:This is an ongoing situation that needs to be stopped, I know it was a mistake for me to purchase at that store again after the previous incident but I thought that Kmart had taken my complaint seriously and act upon such a simple problem to resolve. Not only was the wrong food picked from the shelves but this time the food inside the bag was wet and had mildew growing on it. Please see attachments photos, taken at the pickup counter of the Kmart store in question. Again I wasted my time, gas and expectations of getting what I order and paid for. It is not for the money but I consider this repeated failure from Kmart to fulfill what is promised at time of purchase a disrespect to the customer. I am requesting another $15 gift card as a mean of apology and customer satisfaction for my previously explained wasted time and gas. I would not buy from This Kmart store again but a second apology for the same and even worst circumstance makes me feel like Kmart does not take me seriously as a customer and a person. It is not my problem that of management's incompetent ability to run a serious business.
Sincerely,
Jose E[redacted]
July 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Justin [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] rebuttal. We have reviewed both our response and Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. The fact remains that his original purchase was made on October 28, 2008. The manufacturer’s warranty for Mr. [redacted] current unit states: “for six years from the date of purchase, if this water heater is installed and operated in a single family home in accordance the owner’s manual instructions and all local applicable plumbing codes, Sears will: supply a free water heater for one that develops a leak.” Notice the statement says “for six years from the date of purchase.” Mr. [redacted] did not purchase his current unit or the one he had before; it was given to him as fulfillment of the warranty for his original model. His original purchase was made in 2008 and for six years after that date, if the water heater in his home should fail, he would be provided with a replacement. That was done twice as we mentioned before, but now the warranty period has expired since his purchase was made over 6 years ago. Accordingly, Mr. [redacted] is not entitled to replacements in perpetuity under the manufacturer’s warranty and any repair or replacement costs would now be his responsibility. Again, we are willing to discount the purchase of a new water heater from Sears by 10% off of the lowest price as a courtesy. This would apply in addition to any current sale prices, but not to close out, clearance, previously used, floor model or outlet merchandise and is only valid for 10 days from the date of this letter; after that, it will be null and void. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted] case, we do apologize that we failed his expectations, but our response is in accordance with the terms of his manufacturer’s warranty and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@searshc.com.
[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 Sears Home Services and repairs to his washer. Sears Home Services records...
indicate that repairs to [redacted] washer were completed during a service call that was completed on July 22, 2016. During the service call the technician indicated that he repaired a drain pump hose. After the hose was reinstalled the washer was tested and was found to be operating as designed. Regarding the damage to the home, [redacted] is aware that Sears has referred his damage claim to our third party claims examiner. Once it was called in to [redacted] the claim was given a claim number of [redacted]. The claim has been assigned to [redacted] who can be reached at [redacted] or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. Their decision is immutable. If [redacted] has any further questions in regards to his claim, she would need to contact his case worker at [redacted]. Although we empathize with [redacted] frustrations, we are not in a position to offer him any assistance. That said we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]
November 11, 2015
[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]
[redacted]We have completed
our investigation of [redacted] complaint regarding his service experience.On receipt of [redacted] complaint our...
carry-in manager contacted [redacted] and was informed
that he had not picked up the power washer after returning it for service. On
November 10, 2015 [redacted] did confirm with [redacted] from our carry-in
department that the power washer was working fine. Since we have repaired [redacted] power washer and confirmed it is in working order we have closed out
our case.We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are not stating the fact accurately. They never contacted me they contacted my wife and harassed her and were quite rude to the point where she felt very uncomfortable. They did no follow up other than harass my wife and demand documentation, which I have, on everything but they failed to contact me at the number my wife provided them. I have been buying things for 45 years and this is the worst example of poor service and misrepresentation that I have ever seen. I was told by the technician I would receive a full refund due to the hassle of 4 service calls to try and fix one item which wasnt resolved. I didn't want to schedule a 5th appointment since they were unable to fix it so their response it ridiculous. I am considering contacting the local news station that loves to help people like me who are victims of a large and aggressive company. I have all the information to back up my claims. They should be embarrassed by their response look at the [redacted] situation. Sometimes you can't just victimize the little guy. I repeat my assertion they did a terrible and insufficient job and are misrepresenting the facts and trying to bully us now. Thats not ok.
Sincerely,
[redacted]
August 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Kevin [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and delayed availability of his store pick up order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an online order for pick up at Kmart. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, Jud [redacted], District Manager for Kmart Store number [redacted], contacted Mr. [redacted] by telephone to discuss his concerns. At that time he informed Mr. [redacted] that his online order was cancelled and would be automatically refunded to his account. As an apology, Kmart sent Mr. [redacted] a money order for $20.00 money order which he may use to purchase additional filters or use however he chooses. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] will allow us an opportunity to provide him 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 Mr. [redacted]s comments and an equitable 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 [redacted] 1-800-762-3049 Ext. [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Michael S [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted]’s complaint regarding the service on his refrigerator. After reviewing the...
service history and discussing the issue with Mr. [redacted] we have authorized a replacement of the refrigerator under the first 30 days of the Sears Home Warranty. Mr. [redacted] has been informed of this offer and has been provided with the necessary information to select a new refrigerator. Mr. [redacted] has been provided with my direct contact information. Since it was our understanding that this resolution met with Mr. [redacted] approval, we have closed our file. 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]-[redacted]-[redacted] direct Vanessa.L.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Katherine T [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and her dishwasher. As stated in our initial correspondence, Ms. [redacted] dishwasher was covered by the units one year parts and labor warranty which expired on January 10, 2014. The dishwasher is covered by a Sears Master Protection Agreement (MPA) which is scheduled to expire on January 7, 2018. We feel it is important to remind Ms. [redacted] that per the terms and conditions of the MPA, a covered item is eligible for replacement once there have been 4 closed service calls where functional parts have been replaced within a 12 month period. After reviewing the previous service calls, we find that the dishwasher does not meet the aforementioned criteria for replacement. Our stance on this issue remains unchanged. Sears dispatched a technician to Ms. [redacted] home on November 16, 2016 to diagnose her complaint that her dishwasher emitted a burning smell. Upon arrival at the home, Ms. [redacted] refused service. Later in the day, Ms. [redacted] contacted Sears and was transferred to our Protection Agreement Business Administration Office and spoke with Ms. [redacted], who reiterated the terms and conditions of the MPA regarding replacement. Sears Home Services will not be replacing the dishwasher as it does not qualify for replacement as previously stated. At this time, we find ourselves at an impasse with Ms. [redacted]. If we are not provided with the opportunity to diagnose the dishwasher, we are unable to move forward. If Ms. [redacted] would like to move forward, she can email me at Adam.[redacted]@searshc.com. Ms. [redacted] notes in her complaint that she would like a refund. We feel it is important to refer Ms. [redacted] to her sales check, provided as a courtesy, which notes that she had 30 days in which to request a refund. The dishwasher was purchased January 4, 2013; therefore a refund is not an option. Since we have provided our stance as it relates to Ms. [redacted] complaint, we ask that this complaint be closed pending further contact. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
July 27, 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 the Master Protection Agreement (MPA)...
coverage she carries on her dishwasher. First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the MPA coverage she purchased for her dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms. [redacted]. Upon researching Ms[redacted] concerns, we found that the expiration date for the MPA coverage on the dishwasher was corrected on July 26, 2016. The MPA now expires on May 4, 2018, as does the MPA coverage she carries on her washer, dryer and water heater. See below- [redacted] [redacted] ([redacted] [redacted] [redacted] ** [redacted] ...⇄ Row Mdse Description Model Number Recvd Type Cvg Exp Date [redacted] KEN DISH [redacted] [redacted] 06/23/15 SITE MPA 05/04/18 [redacted] DRYER, 1YR [redacted] [redacted] 01/15/15 SITE MPA 05/04/18 [redacted] TOP LOAD WASHER,[redacted] [redacted] 01/15/15 SITE MPA 05/04/18 [redacted] KENMORE 6,KM 50G NAT GAS [redacted] 03/22/16 SITE WMPA 05/04/18 Additionally, our records show that Ms. [redacted] has been emailed a copy of the corrected certificate of coverage. With that said, since we have confirmed that the MPA on Ms[redacted] dishwasher reflects the correct expiration date, 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
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed...
our investigation regarding Mr. [redacted]omplaint regarding his chandelier. [redacted] is in fact the manufacturer of Mr. [redacted]handelier and they indicated that the battery was out of stock, but they would have one made and send it to Mr. [redacted] as of last week. It should arrive within the next 10 days, if it has not already. We apologize for the delay. If Mr. [redacted] has any further concerns, he may contact [redacted] via phone at [redacted] or by email at sears@[redacted] for assistance. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
September 27, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with...
our customer service and a recent Sears purchase and delivery experience. It is unfortunate that we failed Mr. [redacted] expectations when he recently purchased a bed from Sears. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally[redacted] Service Recovery Specialist for [redacted] Solutions, attempted to reach Mr. [redacted] by telephone and email as recently as September 27, 2016, to discuss his complaint. With that having been said, it is important to note that Sears and [redacted] Solutions do not have the jurisdiction to correct any issues regarding Mr. [redacted] credit card, since the Sears credit card is provided by [redacted] Until we have the opportunity to speak with Mr. [redacted] about his delivery experience, we are unable to determine an appropriate resolution for his concerns. If Mr. [redacted] would still like to discuss his complaint, he may reach [redacted] by replying directly to her email or by calling [redacted] At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We would like to hear from Mr. [redacted] and hope that he will allow us an opportunity to provide him 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. Since we have noted Mr. [redacted]’, comments, we respectfully ask to have this matter closed pending his response. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10886600, and find that this resolution is satisfactory to me.
Sincerely,
Vadim [redacted]
Complaint: [redacted]
I am rejecting this response because: It is misleading advertisement. The fact that they want to credit my account with POINTS for HALF of the cost I ended up having to pay is not acceptable. Also, why is it half, because I used points I had in my account to pay for a portion of the purchase?? That makes no sense at all. I fully reject this offer of points and would like to be REFUNDED the amount I have paid to my CC for the installation. The reciept number is [redacted] - and the extra amount paid via CC was $63.91
Sincerely,
[redacted]
September 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mrs. [redacted]’s rebuttal to the response we provided regarding her request for a refund for a power washer she purchased from Sears. We have reviewed both Sears.com’s response and Ms. [redacted]’s rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for her power washer. We are also unable to honor a request for a covered repair because, as previously stated, the failure she experienced each time could have been prevented by following the manufacturer’s instructions. There were no defects reported by the manufacturer, and none found during our service evaluation. It is also important to note that the manufacturer provided a 2 year warranty, which begins on the date of purchase regardless of when the consumer chooses to begin using the product. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mrs. [redacted]’s case, we can only apologize that we failed her expectations. Sears has provided services appropriate to the terms of the manufacturer’s warranty for Mrs. [redacted]’s power washer, and our current decision remains aligned with that warranty. Since this decision is final, 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 [redacted]
August 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] K. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding the charge for a recent service...
call to his dryer. At the time Mr. [redacted] scheduled his appointment, he was read the following script: “Your technician will provide you with a detailed estimate for the cost of repairs. There will be no charge for this estimate if you proceed with the repair. If you choose not to have your <product> repaired, you will be charged a fee of $99.00.” Mr. [redacted] advised the technician that he would repair the dryer himself and declined to proceed with the repair; therefore, he was charged the aforementioned trip charge. Mr. [redacted] is requesting a refund of his diagnostic fee, but he has not provided any proof that the technician misdiagnosed his dryer. In Mr. [redacted]’s complaint he states that the technician advised him that he needed an electronic control switch. He further states that he purchased the switch and installed it; completing the repair. This does not seem to indicate a misdiagnosis. If Mr. [redacted] would like us to make an exception and consider issuing a refund for the trip charge, he will need to provide documentation corroborating his claim of a misdiagnosis. Mr. [redacted] can send the requested information to [redacted]@searshc.com or send it via fax to [redacted]. In the interim, since a fair resolution has been proposed, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
July 19, 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 the problem she encountered when she attempted to...
exchange the [redacted] Play Pen after the 30-day return period.
It is unfortunate that we failed Ms. [redacted] expectations when she recently requested to exchange the playpen. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
As clarification, Sears does have a 30-day Satisfaction Guarantee on most items. The return policy is posted on registers, online, or a customer can ask an associate for details. Since Ms. [redacted] purchased the playpen on May 30, 2016 and attempted to exchange the item on July 9, 2016, she was clearly over the 30 day exchange period. We contacted Ms. [redacted] and she stated that she was requesting an exchange because the playpen was defective. She also mentioned that since we had not exchange it, then she sold it for a lesser value. Store Manager [redacted] contacted Ms. [redacted] to discuss her store experience. He apologized for any inconvenience this may have caused her and offered her $25 worth of Shop Your Way Reward points. Ms. [redacted] accepted the offer and the points were added to her account. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
October 13, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to...
return/exchange his 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 Mr. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” We researched and discovered that Mr. [redacted] purchased the $3.99 cell phone holder on March 16, 2016 on salescheck number [redacted]; not 3 months ago as Mr. [redacted] mentioned in his complaint. Since Mr. [redacted] purchased the Craftsman cell phone holder on March 16, 2016, and then attempted to exchange it on September 24, 2016, he was clearly over the 30-day “hassle-free” return/exchange period. We would also like to clarify, that most Craftsman products do have warranty period; however this particular product does not have a manufacturer’s warranty.
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 Mr. [redacted] when no one else has received one. 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 Mr. [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] [redacted]
April 14, 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 the charges he was assessed for a repair...
that did not correct the problem and the assurance he was given that he would be refund in full for all charges. We apologize for the delay in responding to Mr. [redacted] concerns. Our records indicate that there was some confusion in understanding all of the service orders involved, and finally our Customer Solutions department had to reach out to the District Operations Manager at the local service unit. The unit’s notes indicate that they issued Mr. [redacted] a check for $402.14 and he should have long since received it. If for some reason he did not, he is welcome to call or email me so that we can track the check and reissue if it has not been cashed. In the interim, since it is our understanding Mr. [redacted] has already been refunded, 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]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
March 2, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his...
impact wrench. Store Manager [redacted] provided the following response: A replacement impact wrench was sent to Mr. [redacted] home on February 18, 2016. We apologize for the delay. Should Mr. [redacted] have any other questions, I ([redacted] may be reached during normal business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 9, 2018Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Monica C [redacted] Dear Ms[redacted]:This letter will acknowledge receipt of the above referenced customer’s follow up complaint, which was referred to our office for...
response.This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905imx integrated member experience