October 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ms. Susan [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online...
order experience and request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by [redacted] located at 115 Route 46 Building F, Mountains Lakes NJ 07008, Email: i[redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in her order, we found that a full refund of $89.00 was issued on October 18, 2016. Ms. [redacted] can expect to see the credit post to her account within 3 to 5 business days. In closure, since a full refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: 12376446
I am rejecting this response because: It contains incorrect/unfactual information. It is a testament to the lack of care and concern shown by Sears to their paying customers. First: Sears’ official response did not even state the correct appliance being repaired. It may seem a trivial matter, but it shows their gross inattention to detail. How sincere can an apology be if the person apologizing does not even know what it is for which they are apologizing? My WASHER, for which I had prepaid the repairs to but was left inoperable by Sears for three months, was what this entire complaint was filed for. NOT my refrigerator. How can Sears state in their official response that they value my patronage if they don’t even know what my patronage is? Second: The repairs were not completed on the date stated in their official response (06 September 2017). On that date listed, the technician left my home with my washer STILL inoperable. I called Sears that very same day to inform them of this and they scheduled a return visit for 20 September 2017. It was on this new date that the technician discovered that the previous Sears technician (of 06 September) had not even connected the electrical components inside the washer before leaving my house. I am still in possession of the text messages and emails from Sears confirming that they did, if fact, return to my house on 20 September to complete the repairs to their previously incomplete/inadequate repairs. When Sears finally issues an accurate, factual response to THEIR debacle, I will accept the response.
Sincerely,Geoffrey P. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted]’ complaint regarding Sears Home Service and repairs to their refrigerator...
Prior to filing their complaint with the Revdex.com, the [redacted]’ were assisted by Ms. [redacted] from our Executive Member Support Office. Notes from the case indicate that Ms. [redacted] has authorized the refrigerator for replacement. Since the refrigerator has been approved for replacement, all Mr. and Mrs. [redacted] need to do is select a replacement unit. We ask that this complaint be closed as the [redacted]’ have received their desired resolution. We apologize to Mr. and Mrs. [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]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: [redacted] - Ryan J [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding repairs for his window A/C unit. We value Mr....
[redacted]’ patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the incident caused him any inconvenience. We found that due to an administration error Mr. [redacted]’ Window A/C unit had been sent to the wrong repair center therefore causing the problems with locating his A/C unit. For customer satisfaction issues we moved forward with a replacement. Mr. [redacted] was informed of this resolution and the process for the replacement. We respectfully ask that this matter be closed, since we have replaced Mr. [redacted]’ window A/C unit and noted his candid feedback. Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
August 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. F[redacted] complaint regarding her recent online order...
experience request for a refund. We would first like to apologize for any inconvenience Ms. F[redacted] experienced with this order. After researching further we found that the order was from a Third Party Marketplace seller. The seller, [redacted] processed a full refund of $139.21 on August 3, 2017. The credit posted to Ms. F[redacted] account within 3 to 5 business days. Since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 05, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] – Danyle H[redacted]Dear Ms. [redacted]: We have completed the investigation of Ms. H[redacted] rebuttal to the response we provided regarding her refrigerator repair. We have reviewed Ms. H[redacted] response and apologize she remained unsatisfied. She was contacted by her Executive Member Support (EMS) case manager in reference to her continued concerns, and her case manager offered to process a buyout of her Master Protection Agreement (MPA). She accepted that offer and our business partners at the Protection Agreement Business Administration (PABA) have mailed Ms. H[redacted] paperwork that she needs to sign and send back. Once received by our business partners, a check will be sent to Ms. H[redacted] that she should receive in about 2-3 weeks. If Ms. H[redacted] has any questions, she can contact her EMS case manager, Nia R[redacted] at [redacted] or via email at Nia.R[redacted]. In the interim, since Ms. H[redacted] is in the process of receiving a buyout check, and this is being monitored by her EMS case manager, we have closed our file. Again, we apologize to Ms. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Robert Z[redacted]REGULATORY SPECIALIST, Regulatory ComplaintsIMX integrated member experience Tell us why here...
[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 installation of a range at a rental property. Ms....
[redacted] was advised that due to the electrical wiring at the rental property not being up to code, our contractor was unable to install the range. Sears contractor is not an electrician and was contracted by Sears to install the oven, not to make electrical changes or coded upgrades. We have informed Ms. [redacted] that it would be best for her to have an electrician out to the property to address the aforementioned concerns. We have offered to reimburse Ms. [redacted] the charges to have the oven installed, an offer Ms. [redacted] has declined and she has stated that she will be filing suit against Sears. Ms. [redacted] was provided with the contact information for our corporate office. Since Ms. [redacted] is counsel and will be moving forward by filing suit against Sears, we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: This issue has gone on for a month unresolved no contact from Sears/Kmart how much more time do they want??? until the 90 day warranty runs out?? This is the worse example of "customer service"
Sincerely,
[redacted]
January 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of one of the two items she ordered from kmart.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, although [redacted] records confirmed that the package delivered for Ms[redacted] matched the total weight of the items she ordered, a refund of $37.65 was issued to her account ending in [redacted] for one of the items on December 21, 2015. As an apology for her experience, we would like to offer Ms. [redacted] a $35.00 gift card, which she may use at any Sears or Kmart store to replace her order or purchase a different item. If Ms. [redacted] would like to accept this offer, she may contact Regulatory Complaint Specialist [redacted] within thirty days from the date of this letter. 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 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]
February 9, 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 problems she encountered when she attempted to return...
the defective refrigerator.
It is unfortunate that we failed Ms. [redacted] expectations when she recently purchased a new refrigerator. 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.
On February 8, 2017 we contacted Ms. [redacted] and offered to return the refrigerator without a restocking fee. We apologize that she was misinformed that she would be charged a 15% restocking fee for the return of a defective appliance. As clarification, damaged product must be reported within 72 hours; however, Ms. [redacted] reported within our 30 day return period that the refrigerator was not working which is considered defective, not damaged. The haul away is scheduled for February 10, 2017 and the credit should post to her account within 3 – 10 business days after the return is completed. With that being said, since it is our understanding in speaking with Ms. [redacted] that the return for a full refund is a resolution that met with her approval, 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]
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.
The store manager did not call and apologize as well when the table was delivered to my brother neither men said word to my brother. I have accepted their resolution but will not do any further business with Sears.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12046362, and find that this resolution is satisfactory to me.
Sincerely,
Eric [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the offer to exchange the defective machine for a different model, but do not accept the stipulation that Sears will not fully reimburse our original purchase price of $649.99. We should be given the exchange, as well as refunded the difference from the amount we originally paid. This defective machine has not worked properly since the day we received it. It is still under warranty and Sears has an obligation to satisfactorily repair the machine, but they refuse to do so. We have been unable to clean our laundry for months, causing extreme hardship upon me and my family. We would hope that Sears would value and understand our concerns.
January 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #10980823 – Hope [redacted] Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with our customer...
service, non-receipt of her kmart.com layaway order, and her subsequent request for a refund. It is unfortunate that we failed Mrs. [redacted]’s expectations when she recently placed an order with Kmart. 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 the following refunds: $32.99, $0.22, and $50.63 were issued to Mrs. [redacted] on the same day we received this complaint, December 4, 2015. 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 Mrs. [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 [redacted] 1-800-762-3049 Ext. 87741
Complaint: [redacted]
I am rejecting this response because:
In June Sears dispatched a technician and the "water bottle was loose". They "fixed" it then too. 90 days later it was broken again. Again I was forced to purchase water bottles, bags of ice, and turn off the water leading to the fridge to keep it from flooding my home. So no I do not accept that they merely continue to try to fix the same problem that happens every 90 days. Especially since the water pours from the fridge and floods my kitchen. Luckily we've been here in June and September. In December we will be out of town visiting our family. I pray we do not come home to a flood, and we do come home to ice and water.
Sincerely,
[redacted]
December 9, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Timothy M [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint regarding the appliance he purchased on June 11, 2017.After...
reviewing Mr. [redacted] complaint and our records, we contacted our service department to archive the repair history. Once completed, we were able to determine that on July 19, 2017 a service repair was completed due to the ice maker not working. The technician defrosted the ice maker line, tested and found it was in working order. On August 01, 2017 a service repair was completed due to needing to repair some wiring on the appliance. On August 31, 2017 Mr. [redacted] called customer service to order a new door for his fridge. Due to the delay in receiving the door, customer service emailed Mr. [redacted] on October 17, 2017 advising him that the fridge was being replaced. It is our understanding that the new fridge was delivered on October 30, 2017. We ask Mr. [redacted] to contact his Case Manager Ema Campos if he is still requiring assistance. Since we have confirmed that Mr. [redacted] appliance was replaced and we provided a direct phone number should need additional assistance, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905 imx integrated member experience
[redacted]
I am rejecting this response because I have not yet received the compensation. As soon as I do, I will gladly close this matter and thank Sears for settling this issue.I would've been happy to close this matter prior to receiving the compensation, if it were not for the fact that this issue has been on-going since 9/25/16; and there were numerous times where Sears said they were going to call me and resolve this, and this didn't happen. Therefore, I am reluctant to close this prematurely.
Sincerely,
[redacted]
September 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and the cancellation of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. With this having been said, we revealed that the lawn tractor Mr. [redacted] attempted to purchase is not available in his area and it was for this reason that his order cancelled immediately after it was placed. We have confirmed that Mr. [redacted] credit card was not charged. As an apology for this issue, our agents did offer a 10% discount on another order and/or to match the price if the item becomes available to him in the future. Mr. [redacted] would simply need to place his order and call for a price adjustment afterward or allow a sears.com customer service agent place the order for him. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the 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. We respectfully ask to have this matter closed since we have noted Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
June 3, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple...
reschedules to service her oven.
We made attempts to contact Ms. [redacted] via email and left voicemails with our contact information. Since she has not responded, we are unable to resolve Ms. [redacted] issue until we have the opportunity to discuss the matter with her. She may contact me at [redacted] In the interim, we will consider this matter closed, pending her response.
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]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have reviewed [redacted]’s rebuttal complaint regarding her returned order and non-receipt of a refund. After reviewing the notes in [redacted]’s order number [redacted] we found that the merchandise was returned to the warehouse. As such, Sears Online processed a full refund of $850.69 on April 6, 2016. For [redacted]’s records the refund receipt number is [redacted]. As for the promotional emails that [redacted] may still be receiving, it should be noted that Sears places a high priority on protecting customer’s privacy and respecting their choices on these matters. Sears maintains policies and procedures to ensure that it complies with customer’s requests to be removed from its marketing lists. This letter and our previous letter are being sent to advise that we have processed the request. However, due to the complexity of our network, it may take approximately 8-10 weeks for the update to occur on all systems. In the event you encounter communication from any of our telemarketing campaigns during this time, please accept our apologies in advance. Please Note: You may continue to be contacted in connection with specific purchases that you have made or clubs/services you have joined. You may also receive independent third-party mailings that reference Sears products and services. Since we have confirmed that a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 18, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Ms. Susan [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online...
order experience and request for a refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted]’s case, the order was fulfilled by [redacted] located at 115 Route 46 Building F, Mountains Lakes NJ 07008, Email: i[redacted] and telephone number ([redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in her order, we found that a full refund of $89.00 was issued on October 18, 2016. Ms. [redacted] can expect to see the credit post to her account within 3 to 5 business days. In closure, since a full refund has been provided, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: 12376446
I am rejecting this response because: It contains incorrect/unfactual information. It is a testament to the lack of care and concern shown by Sears to their paying customers. First: Sears’ official response did not even state the correct appliance being repaired. It may seem a trivial matter, but it shows their gross inattention to detail. How sincere can an apology be if the person apologizing does not even know what it is for which they are apologizing? My WASHER, for which I had prepaid the repairs to but was left inoperable by Sears for three months, was what this entire complaint was filed for. NOT my refrigerator. How can Sears state in their official response that they value my patronage if they don’t even know what my patronage is? Second: The repairs were not completed on the date stated in their official response (06 September 2017). On that date listed, the technician left my home with my washer STILL inoperable. I called Sears that very same day to inform them of this and they scheduled a return visit for 20 September 2017. It was on this new date that the technician discovered that the previous Sears technician (of 06 September) had not even connected the electrical components inside the washer before leaving my house. I am still in possession of the text messages and emails from Sears confirming that they did, if fact, return to my house on 20 September to complete the repairs to their previously incomplete/inadequate repairs. When Sears finally issues an accurate, factual response to THEIR debacle, I will accept the response.
Sincerely,Geoffrey P. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. and Mrs. [redacted]’ complaint regarding Sears Home Service and repairs to their refrigerator...
Prior to filing their complaint with the Revdex.com, the [redacted]’ were assisted by Ms. [redacted] from our Executive Member Support Office. Notes from the case indicate that Ms. [redacted] has authorized the refrigerator for replacement. Since the refrigerator has been approved for replacement, all Mr. and Mrs. [redacted] need to do is select a replacement unit. We ask that this complaint be closed as the [redacted]’ have received their desired resolution. We apologize to Mr. and Mrs. [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]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: [redacted] - Ryan J [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’ complaint regarding repairs for his window A/C unit. We value Mr....
[redacted]’ patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the incident caused him any inconvenience. We found that due to an administration error Mr. [redacted]’ Window A/C unit had been sent to the wrong repair center therefore causing the problems with locating his A/C unit. For customer satisfaction issues we moved forward with a replacement. Mr. [redacted] was informed of this resolution and the process for the replacement. We respectfully ask that this matter be closed, since we have replaced Mr. [redacted]’ window A/C unit and noted his candid feedback. Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
August 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Ms. F[redacted] complaint regarding her recent online order...
experience request for a refund. We would first like to apologize for any inconvenience Ms. F[redacted] experienced with this order. After researching further we found that the order was from a Third Party Marketplace seller. The seller, [redacted] processed a full refund of $139.21 on August 3, 2017. The credit posted to Ms. F[redacted] account within 3 to 5 business days. Since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 05, 2018[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] – Danyle H[redacted]Dear Ms. [redacted]: We have completed the investigation of Ms. H[redacted] rebuttal to the response we provided regarding her refrigerator repair. We have reviewed Ms. H[redacted] response and apologize she remained unsatisfied. She was contacted by her Executive Member Support (EMS) case manager in reference to her continued concerns, and her case manager offered to process a buyout of her Master Protection Agreement (MPA). She accepted that offer and our business partners at the Protection Agreement Business Administration (PABA) have mailed Ms. H[redacted] paperwork that she needs to sign and send back. Once received by our business partners, a check will be sent to Ms. H[redacted] that she should receive in about 2-3 weeks. If Ms. H[redacted] has any questions, she can contact her EMS case manager, Nia R[redacted] at [redacted] or via email at Nia.R[redacted]. In the interim, since Ms. H[redacted] is in the process of receiving a buyout check, and this is being monitored by her EMS case manager, we have closed our file. Again, we apologize to Ms. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Robert Z[redacted]REGULATORY SPECIALIST, Regulatory ComplaintsIMX integrated member experience Tell us why here...
[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 installation of a range at a rental property. Ms....
[redacted] was advised that due to the electrical wiring at the rental property not being up to code, our contractor was unable to install the range. Sears contractor is not an electrician and was contracted by Sears to install the oven, not to make electrical changes or coded upgrades. We have informed Ms. [redacted] that it would be best for her to have an electrician out to the property to address the aforementioned concerns. We have offered to reimburse Ms. [redacted] the charges to have the oven installed, an offer Ms. [redacted] has declined and she has stated that she will be filing suit against Sears. Ms. [redacted] was provided with the contact information for our corporate office. Since Ms. [redacted] is counsel and will be moving forward by filing suit against Sears, we ask that this complaint be closed. 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 Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: This issue has gone on for a month unresolved no contact from Sears/Kmart how much more time do they want??? until the 90 day warranty runs out?? This is the worse example of "customer service"
Sincerely,
[redacted]
January 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of one of the two items she ordered from kmart.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, although [redacted] records confirmed that the package delivered for Ms[redacted] matched the total weight of the items she ordered, a refund of $37.65 was issued to her account ending in [redacted] for one of the items on December 21, 2015. As an apology for her experience, we would like to offer Ms. [redacted] a $35.00 gift card, which she may use at any Sears or Kmart store to replace her order or purchase a different item. If Ms. [redacted] would like to accept this offer, she may contact Regulatory Complaint Specialist [redacted] within thirty days from the date of this letter. 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 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]
February 9, 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 problems she encountered when she attempted to return...
the defective refrigerator.
It is unfortunate that we failed Ms. [redacted] expectations when she recently purchased a new refrigerator. 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.
On February 8, 2017 we contacted Ms. [redacted] and offered to return the refrigerator without a restocking fee. We apologize that she was misinformed that she would be charged a 15% restocking fee for the return of a defective appliance. As clarification, damaged product must be reported within 72 hours; however, Ms. [redacted] reported within our 30 day return period that the refrigerator was not working which is considered defective, not damaged. The haul away is scheduled for February 10, 2017 and the credit should post to her account within 3 – 10 business days after the return is completed. With that being said, since it is our understanding in speaking with Ms. [redacted] that the return for a full refund is a resolution that met with her approval, 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]
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.
The store manager did not call and apologize as well when the table was delivered to my brother neither men said word to my brother. I have accepted their resolution but will not do any further business with Sears.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12046362, and find that this resolution is satisfactory to me.
Sincerely,
Eric [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the offer to exchange the defective machine for a different model, but do not accept the stipulation that Sears will not fully reimburse our original purchase price of $649.99. We should be given the exchange, as well as refunded the difference from the amount we originally paid. This defective machine has not worked properly since the day we received it. It is still under warranty and Sears has an obligation to satisfactorily repair the machine, but they refuse to do so. We have been unable to clean our laundry for months, causing extreme hardship upon me and my family. We would hope that Sears would value and understand our concerns.
January 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #10980823 – Hope [redacted] Dear Ms. [redacted], We have completed the investigation of Mrs. [redacted]’s complaint regarding her dissatisfaction with our customer...
service, non-receipt of her kmart.com layaway order, and her subsequent request for a refund. It is unfortunate that we failed Mrs. [redacted]’s expectations when she recently placed an order with Kmart. 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 the following refunds: $32.99, $0.22, and $50.63 were issued to Mrs. [redacted] on the same day we received this complaint, December 4, 2015. 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 Mrs. [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 [redacted] 1-800-762-3049 Ext. 87741
Complaint: [redacted]
I am rejecting this response because:
In June Sears dispatched a technician and the "water bottle was loose". They "fixed" it then too. 90 days later it was broken again. Again I was forced to purchase water bottles, bags of ice, and turn off the water leading to the fridge to keep it from flooding my home. So no I do not accept that they merely continue to try to fix the same problem that happens every 90 days. Especially since the water pours from the fridge and floods my kitchen. Luckily we've been here in June and September. In December we will be out of town visiting our family. I pray we do not come home to a flood, and we do come home to ice and water.
Sincerely,
[redacted]
December 9, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Timothy M [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint regarding the appliance he purchased on June 11, 2017.After...
reviewing Mr. [redacted] complaint and our records, we contacted our service department to archive the repair history. Once completed, we were able to determine that on July 19, 2017 a service repair was completed due to the ice maker not working. The technician defrosted the ice maker line, tested and found it was in working order. On August 01, 2017 a service repair was completed due to needing to repair some wiring on the appliance. On August 31, 2017 Mr. [redacted] called customer service to order a new door for his fridge. Due to the delay in receiving the door, customer service emailed Mr. [redacted] on October 17, 2017 advising him that the fridge was being replaced. It is our understanding that the new fridge was delivered on October 30, 2017. We ask Mr. [redacted] to contact his Case Manager Ema Campos if he is still requiring assistance. Since we have confirmed that Mr. [redacted] appliance was replaced and we provided a direct phone number should need additional assistance, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: 512.248.7884F: 512.248.7905 imx integrated member experience
[redacted]
I am rejecting this response because I have not yet received the compensation. As soon as I do, I will gladly close this matter and thank Sears for settling this issue.I would've been happy to close this matter prior to receiving the compensation, if it were not for the fact that this issue has been on-going since 9/25/16; and there were numerous times where Sears said they were going to call me and resolve this, and this didn't happen. Therefore, I am reluctant to close this prematurely.
Sincerely,
[redacted]
September 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and the cancellation of his sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. With this having been said, we revealed that the lawn tractor Mr. [redacted] attempted to purchase is not available in his area and it was for this reason that his order cancelled immediately after it was placed. We have confirmed that Mr. [redacted] credit card was not charged. As an apology for this issue, our agents did offer a 10% discount on another order and/or to match the price if the item becomes available to him in the future. Mr. [redacted] would simply need to place his order and call for a price adjustment afterward or allow a sears.com customer service agent place the order for him. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the 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. We respectfully ask to have this matter closed since we have noted Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted]
June 3, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple...
reschedules to service her oven.
We made attempts to contact Ms. [redacted] via email and left voicemails with our contact information. Since she has not responded, we are unable to resolve Ms. [redacted] issue until we have the opportunity to discuss the matter with her. She may contact me at [redacted] In the interim, we will consider this matter closed, pending her response.
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]
April 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have reviewed [redacted]’s rebuttal complaint regarding her returned order and non-receipt of a refund. After reviewing the notes in [redacted]’s order number [redacted] we found that the merchandise was returned to the warehouse. As such, Sears Online processed a full refund of $850.69 on April 6, 2016. For [redacted]’s records the refund receipt number is [redacted]. As for the promotional emails that [redacted] may still be receiving, it should be noted that Sears places a high priority on protecting customer’s privacy and respecting their choices on these matters. Sears maintains policies and procedures to ensure that it complies with customer’s requests to be removed from its marketing lists. This letter and our previous letter are being sent to advise that we have processed the request. However, due to the complexity of our network, it may take approximately 8-10 weeks for the update to occur on all systems. In the event you encounter communication from any of our telemarketing campaigns during this time, please accept our apologies in advance. Please Note: You may continue to be contacted in connection with specific purchases that you have made or clubs/services you have joined. You may also receive independent third-party mailings that reference Sears products and services. Since we have confirmed that a refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation