December 17, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Nicole ***Dear Ms [redacted] ,We have completed the investigation of Ms***’s rebuttal regarding non-receipt of Sears’ courtesy refund of $15.00.As clarification, our refund of $was issued to Ms Burk on the date of our letter, December 15, Ms [redacted] should allow up to business days for the refund to post to her account If Ms [redacted] would like to confirm transmission of the refund before this time frame, we ask that she contact her account provider directly, since Sears does not have any jurisdiction over the schedule individual banks and credit providers use to post debits or credits We respectfully ask to have this matter closed, pending Ms***’s receipt of our refund.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Hany [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's rebuttal regarding the service he received at the Sears Outlet in Arizona Mills We have been advised that Mr [redacted] has reached out to Sears Executive Member Services department regarding his complaint, after we responded to the Revdex.com on July 15, As stated in our previous correspondence, the issues noted in Mr [redacted] 's complaint were addressed internally with the store manager and the results internal investigations are not publicArlin [redacted] , Sears Outlet, Regional Director, West Outlet Stores was also contacted and stated that was familiar with the actions taken by Mr [redacted] last weekMr [redacted] went on to state that he was also aware that Mr [redacted] is not satisfied that we will not be terminating this store managerMr [redacted] has agreed to continue shopping with us at our other locationsWe reiterate, if there are any additional concerns, Mr [redacted] can contact me at 480/ [redacted] That said, we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease 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 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] * [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement refrigeratorOur records show that Mr [redacted] purchased the Master Protection Agreement (MPA) on January 14, Within the last year, Mr [redacted] has had one service call completed On July 5, 2016, under service order [redacted] , a new control board, tubing and thermistor were installed While we understand that Mr [redacted] is frustrated and feels that his refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Mr [redacted] refrigerator has only had one qualifying repair to date Since we have explained why a replacement is currently not an option for Mr***, and completed the repair to his refrigerator in accordance with the terms of his MPA, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] complaint regarding a refrigerator purchased from Sears*** [redacted] Sears Home Delivery, Customer Advocate provided the following response: On June 27, 2016, Sears Home Delivcery completed an exchange and Mrs [redacted] recevied her her new [redacted] Elite refrigeratorAfter the exchange was completed I contacted and spoke with Mrs [redacted] who informed me that the exchange was taken care of and she was very happyI have provided a copy of the exchange sales check to the [redacted] for record keeping purposesIf I can be of any other assistance to Mrand Mrs [redacted] , I can be reached at [redacted] At this time since we have noted the completion of the exchange of Mrand Mrs [redacted] refrigerator, we ask that this complaint be closedWe apologize to Mrand Mrs [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims 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 satisfactoryIt is sad that this company has so little regard for customers that one finds oneself having to file such a complaint in order to receive service repairs that once upon a time were accepted as operating procedure from this company [redacted]
June 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of Unit# *** Mr [redacted] called Ms [redacted] and discussed her complaint Ms [redacted] refuses to bring her vehicle back to the auto center for an evaluation He suggested Ms [redacted] take her vehicle to a sister Sears auto center for assistance to which she declined That being said, because we have addressed Ms [redacted] complaint, we respectfully request 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 Complaints Specialist [redacted]
January 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – David S [redacted] Dear [redacted] We have completed our investigation of MrS [redacted] complaint regarding a rebate A gift card for the desired amount was mailed to MrS [redacted] home address as of November 29, As such, we have closed our fileWe apologize to 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, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
August 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Boris [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the refund owed for his pump Upon receiving Mr [redacted] complaint, we researched his records and show that Mr [redacted] was previously working with our Customer Solutions team who processed a refund in the amount of $1,under salescheck# in the form of a bank check which will be received in 7-business days That being said, because we have provided Mr [redacted] with his requested resolution, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] @searshc.com
Tell us why here...July 27, Revdex.com Attn: [redacted] North Wabash Ave Suite Chicago, IL Our File No: [redacted] Revdex.com Case No.: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We have been unable to resolve Mrs [redacted] complaint and have turned it over to our claims management firm, [redacted] They will work with the customer to resolve the matter If you have any questions, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist
August 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Richard [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction that he was unable to place an order for an item that was priced incorrectly on our website As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached In Mr [redacted] ’s case, it seems he was sent an email that linked directly to our site, which is where the pricing error stemmed fromWe do want to note that the email stated: “Sears Holdings Corporation shall not be held liable for errors or omissions in pricing.” Furthermore, our site has a disclaimer that addresses any pricing errors that may occurIf Mr [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: [redacted] We have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” As illustrated above, we do not guarantee that our site is free from error and even if Mr [redacted] had been able to place the order with the erroneous pricing for some reason, we would have been within our rights to cancel the orderWith that said, we are willing to provide Mr [redacted] with a 15% discount off of the current correct sales price as a courtesy should he still be interested in ordering the merchandise in questionMr [redacted] may contact me at Tammie[redacted] @searshc.com within the days from the date of this letter; after that, the offer will be null and voidAs this decision is commensurate to the circumstances, we have closed our file We apologize to Mr [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Specialist, Regulatory Complaints ***-***- [redacted] Email: Tammie[redacted] @searshc.com
October 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Nakkia M [redacted] Dear [redacted] We have completed the investigation of MsM [redacted] complaint regarding the failure of her freezerOur executive customer support group reached out to MsM [redacted] to let her know that she was authorized for a replacement of her refrigeratorWhen she went to the store, they were going to charge her a delivery fee even though this should have been coveredTo avoid having MsM [redacted] make another trip, our executive team processed her replacement and confirmed today that it was deliveredSince it was our understanding that this resolution met with MsM [redacted] approval and that no further assistance was needed, we have closed our fileWe apologize to MsM [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana.S [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Joseph A [redacted] #Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a garage door opener purchased from SearsThe garage door opener noted in Mr [redacted] ’s complaint was purchased from www.sears.com on February 28, 2016, not months ago as noted in his complaintSalescheck # confirms the purchased date That being said it is first important to note that Sears return policy is for a period of daysThis information was provided to Mrs [redacted] in an email when she received after she completed her purchase who as noted in the complaint purchased the garage door for her husband Sears return policy states verbatim: If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsIf there were any issues with the box when the unit was picked up, the store personnel should have been notified and an exchange processedOur contact information indicates that Sears was advised of the issues with the garage door opener on January 2, 2017, some months after its purchaseSince so much time has passed, we are unable to assist Mr [redacted] and will not be providing him with the $as requestedIf there are any functionality issues with the operation of the garage door opener, Mr [redacted] can schedule a service call by calling 800-469-The unit came with a day labor warranty and the parts are covered for yearsMr [redacted] notes that he installed the unit and if any parts were purchased, we would like to see the sales check for the parts for possible reimbursementMr [redacted] can email me a copy of his salescheck for the parts by emailing me at [redacted] Since we have reiterated our return policy regarding the online purchase of the garage door opener, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
December 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience and non-receipt of a refund It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused him to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter forwarding this matter to our Online Gift Card group, they indicated that a new refund gift card would be sent out on December 23, The gift card shipped out via [redacted] to the billing address and normally would arrive within to business days from the aforementioned dateHowever, due to the holidays we estimate that the arrival time will be approximately on December 7, We truly regret any inconvenience [redacted] may have experienced Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have completed our investigation of the [redacted] complaint regarding service on her washer After discussing the issue with Ms [redacted] and reviewing the service history we did move forward with repairs under the terms and conditions of the Sears Appliance WarrantyThe repairs were completed on June 30, and it is our understanding that the washer is now working as designedSince we have repaired the [redacted] washer and it is our understanding that no other actions or assistance is need at this time we have closed our case We apologize to the [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] 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 meI filed my complaint with the Revdex.com after several attempts to resolve the matter with Sears had failedShortly after I filed my complaint with Revdex.com, Sears contacted and gave me the requested refund.Thank you for your assistance Sincerely, [redacted]
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] – Susan [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and request for a refund on both orders We would first like to apologize for any inconvenience Ms [redacted] may have experiencedWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter contacting Sears’ Detail Control Center, we were able to confirm the charges for both ordersTherefore, we have processed a full refund of $for order under return receipt number Additionally, a refund of $for order under return receipt number Finally, we have emailed the Shop Your Way Reward points department to ensure that the correct refund was returned for both ordersThese credits should post to Ms [redacted] ’s account within to business daysIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Sharon AS [redacted] Dear [redacted] We have completed the investigation of MsS [redacted] complaint regarding her water softener According to our records, a check equivalent to our replacement cost for a comparable water softener was offered to MsS [redacted] and she acceptedAs such, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 1, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: [redacted] – Joanne [redacted] Dear Ms [redacted] , We have completed the investigation of [redacted] complaint regarding her online order and request for a cancelation and refund Steve [redacted] Store General Manager for [redacted] ***3, provided the following response: It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand her frustration with the series of events detailed in her complaintAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this further we have closed this out on our end and apologize for any inconvenience Ms [redacted] may have experiencedThe refund of $was credited back to [redacted] MasterCard account on January 28, We hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould Ms [redacted] have any further questions or concerns, she may contact our store directly at (610) [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 3, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and the cost of the pool she placed on layaway.It is unfortunate that we failed Ms [redacted] ’s expectations when she recently used Kmart layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As clarification, the 12-week layaway option is available only on in-store purchases of $or more Kmart does not offer the option to switch from one length of layaway to another Additionally, there is a $cancellation fee for week layaways, and a $ cancellation fee for week layaways All layaways are subject to the $service fee Therefore, the $fee assessed from Ms [redacted] layaway refund was the correct total of the $cancellation fee and the $layaway fee The assessment of layaway fees is an automatic process that cannot be stopped or altered by our associates With that having been said, [redacted] , Manager for Kmart Store number ***, contacted Ms [redacted] on October 29, 2015, to inform her that the price of the pool she placed on layaway has been adjusted to $and $was credited her account as she requested Ms [redacted] accepted this resolution and indicated that it met with her approval We regret any inconvenience Ms [redacted] may have experienced and apologize for any misinformation she may have received about our layaway process Since the requested resolution has been provided, 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 concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because:I still feel this is misleadingI simply won't be doing with Sears in the futureI'm glad they changed their verbiage to avoid future confusion for potential future customers I won't be patronizing their business Sincerely, [redacted]
December 17, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Nicole ***Dear Ms [redacted] ,We have completed the investigation of Ms***’s rebuttal regarding non-receipt of Sears’ courtesy refund of $15.00.As clarification, our refund of $was issued to Ms Burk on the date of our letter, December 15, Ms [redacted] should allow up to business days for the refund to post to her account If Ms [redacted] would like to confirm transmission of the refund before this time frame, we ask that she contact her account provider directly, since Sears does not have any jurisdiction over the schedule individual banks and credit providers use to post debits or credits We respectfully ask to have this matter closed, pending Ms***’s receipt of our refund.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Hany [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's rebuttal regarding the service he received at the Sears Outlet in Arizona Mills We have been advised that Mr [redacted] has reached out to Sears Executive Member Services department regarding his complaint, after we responded to the Revdex.com on July 15, As stated in our previous correspondence, the issues noted in Mr [redacted] 's complaint were addressed internally with the store manager and the results internal investigations are not publicArlin [redacted] , Sears Outlet, Regional Director, West Outlet Stores was also contacted and stated that was familiar with the actions taken by Mr [redacted] last weekMr [redacted] went on to state that he was also aware that Mr [redacted] is not satisfied that we will not be terminating this store managerMr [redacted] has agreed to continue shopping with us at our other locationsWe reiterate, if there are any additional concerns, Mr [redacted] can contact me at 480/ [redacted] That said, we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease 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 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] * [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his refrigerator and his request to have the unit replaced under his Master Protection Agreement (MPA) Upon receipt of Mr [redacted] complaint, we reviewed his service history to determine whether he qualifies for a replacement refrigeratorOur records show that Mr [redacted] purchased the Master Protection Agreement (MPA) on January 14, Within the last year, Mr [redacted] has had one service call completed On July 5, 2016, under service order [redacted] , a new control board, tubing and thermistor were installed While we understand that Mr [redacted] is frustrated and feels that his refrigerator has failed too soon, the MPA only provides for replacement under very specific conditions According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure ” As we stated previously, Mr [redacted] refrigerator has only had one qualifying repair to date Since we have explained why a replacement is currently not an option for Mr***, and completed the repair to his refrigerator in accordance with the terms of his MPA, we ask that this matter be closed We apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] complaint regarding a refrigerator purchased from Sears*** [redacted] Sears Home Delivery, Customer Advocate provided the following response: On June 27, 2016, Sears Home Delivcery completed an exchange and Mrs [redacted] recevied her her new [redacted] Elite refrigeratorAfter the exchange was completed I contacted and spoke with Mrs [redacted] who informed me that the exchange was taken care of and she was very happyI have provided a copy of the exchange sales check to the [redacted] for record keeping purposesIf I can be of any other assistance to Mrand Mrs [redacted] , I can be reached at [redacted] At this time since we have noted the completion of the exchange of Mrand Mrs [redacted] refrigerator, we ask that this complaint be closedWe apologize to Mrand Mrs [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims 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 satisfactoryIt is sad that this company has so little regard for customers that one finds oneself having to file such a complaint in order to receive service repairs that once upon a time were accepted as operating procedure from this company [redacted]
June 2, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] Auto Center Manager of Unit# *** Mr [redacted] called Ms [redacted] and discussed her complaint Ms [redacted] refuses to bring her vehicle back to the auto center for an evaluation He suggested Ms [redacted] take her vehicle to a sister Sears auto center for assistance to which she declined That being said, because we have addressed Ms [redacted] complaint, we respectfully request 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 Complaints Specialist [redacted]
January 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – David S [redacted] Dear [redacted] We have completed our investigation of MrS [redacted] complaint regarding a rebate A gift card for the desired amount was mailed to MrS [redacted] home address as of November 29, As such, we have closed our fileWe apologize to 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, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
August 12, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Boris [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the refund owed for his pump Upon receiving Mr [redacted] complaint, we researched his records and show that Mr [redacted] was previously working with our Customer Solutions team who processed a refund in the amount of $1,under salescheck# in the form of a bank check which will be received in 7-business days That being said, because we have provided Mr [redacted] with his requested resolution, we respectfully request this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] @searshc.com
Tell us why here...July 27, Revdex.com Attn: [redacted] North Wabash Ave Suite Chicago, IL Our File No: [redacted] Revdex.com Case No.: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We have been unable to resolve Mrs [redacted] complaint and have turned it over to our claims management firm, [redacted] They will work with the customer to resolve the matter If you have any questions, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist
August 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Richard [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction that he was unable to place an order for an item that was priced incorrectly on our website As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached In Mr [redacted] ’s case, it seems he was sent an email that linked directly to our site, which is where the pricing error stemmed fromWe do want to note that the email stated: “Sears Holdings Corporation shall not be held liable for errors or omissions in pricing.” Furthermore, our site has a disclaimer that addresses any pricing errors that may occurIf Mr [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: [redacted] We have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” As illustrated above, we do not guarantee that our site is free from error and even if Mr [redacted] had been able to place the order with the erroneous pricing for some reason, we would have been within our rights to cancel the orderWith that said, we are willing to provide Mr [redacted] with a 15% discount off of the current correct sales price as a courtesy should he still be interested in ordering the merchandise in questionMr [redacted] may contact me at Tammie[redacted] @searshc.com within the days from the date of this letter; after that, the offer will be null and voidAs this decision is commensurate to the circumstances, we have closed our file We apologize to Mr [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Specialist, Regulatory Complaints ***-***- [redacted] Email: Tammie[redacted] @searshc.com
October 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Nakkia M [redacted] Dear [redacted] We have completed the investigation of MsM [redacted] complaint regarding the failure of her freezerOur executive customer support group reached out to MsM [redacted] to let her know that she was authorized for a replacement of her refrigeratorWhen she went to the store, they were going to charge her a delivery fee even though this should have been coveredTo avoid having MsM [redacted] make another trip, our executive team processed her replacement and confirmed today that it was deliveredSince it was our understanding that this resolution met with MsM [redacted] approval and that no further assistance was needed, we have closed our fileWe apologize to MsM [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana.S [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Joseph A [redacted] #Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a garage door opener purchased from SearsThe garage door opener noted in Mr [redacted] ’s complaint was purchased from www.sears.com on February 28, 2016, not months ago as noted in his complaintSalescheck # confirms the purchased date That being said it is first important to note that Sears return policy is for a period of daysThis information was provided to Mrs [redacted] in an email when she received after she completed her purchase who as noted in the complaint purchased the garage door for her husband Sears return policy states verbatim: If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsIf there were any issues with the box when the unit was picked up, the store personnel should have been notified and an exchange processedOur contact information indicates that Sears was advised of the issues with the garage door opener on January 2, 2017, some months after its purchaseSince so much time has passed, we are unable to assist Mr [redacted] and will not be providing him with the $as requestedIf there are any functionality issues with the operation of the garage door opener, Mr [redacted] can schedule a service call by calling 800-469-The unit came with a day labor warranty and the parts are covered for yearsMr [redacted] notes that he installed the unit and if any parts were purchased, we would like to see the sales check for the parts for possible reimbursementMr [redacted] can email me a copy of his salescheck for the parts by emailing me at [redacted] Since we have reiterated our return policy regarding the online purchase of the garage door opener, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
December 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience and non-receipt of a refund It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused him to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter forwarding this matter to our Online Gift Card group, they indicated that a new refund gift card would be sent out on December 23, The gift card shipped out via [redacted] to the billing address and normally would arrive within to business days from the aforementioned dateHowever, due to the holidays we estimate that the arrival time will be approximately on December 7, We truly regret any inconvenience [redacted] may have experienced Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have completed our investigation of the [redacted] complaint regarding service on her washer After discussing the issue with Ms [redacted] and reviewing the service history we did move forward with repairs under the terms and conditions of the Sears Appliance WarrantyThe repairs were completed on June 30, and it is our understanding that the washer is now working as designedSince we have repaired the [redacted] washer and it is our understanding that no other actions or assistance is need at this time we have closed our case We apologize to the [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] 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 meI filed my complaint with the Revdex.com after several attempts to resolve the matter with Sears had failedShortly after I filed my complaint with Revdex.com, Sears contacted and gave me the requested refund.Thank you for your assistance Sincerely, [redacted]
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] – Susan [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and request for a refund on both orders We would first like to apologize for any inconvenience Ms [redacted] may have experiencedWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter contacting Sears’ Detail Control Center, we were able to confirm the charges for both ordersTherefore, we have processed a full refund of $for order under return receipt number Additionally, a refund of $for order under return receipt number Finally, we have emailed the Shop Your Way Reward points department to ensure that the correct refund was returned for both ordersThese credits should post to Ms [redacted] ’s account within to business daysIn the interim, we have noted Ms [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Sharon AS [redacted] Dear [redacted] We have completed the investigation of MsS [redacted] complaint regarding her water softener According to our records, a check equivalent to our replacement cost for a comparable water softener was offered to MsS [redacted] and she acceptedAs such, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 1, Nita [redacted] Revdex.com North Wabash Ave., Ste [redacted] Chicago, IL Re: [redacted] – Joanne [redacted] Dear Ms [redacted] , We have completed the investigation of [redacted] complaint regarding her online order and request for a cancelation and refund Steve [redacted] Store General Manager for [redacted] ***3, provided the following response: It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand her frustration with the series of events detailed in her complaintAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this further we have closed this out on our end and apologize for any inconvenience Ms [redacted] may have experiencedThe refund of $was credited back to [redacted] MasterCard account on January 28, We hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould Ms [redacted] have any further questions or concerns, she may contact our store directly at (610) [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 3, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] Dear Ms [redacted] ,We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and the cost of the pool she placed on layaway.It is unfortunate that we failed Ms [redacted] ’s expectations when she recently used Kmart layawayWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As clarification, the 12-week layaway option is available only on in-store purchases of $or more Kmart does not offer the option to switch from one length of layaway to another Additionally, there is a $cancellation fee for week layaways, and a $ cancellation fee for week layaways All layaways are subject to the $service fee Therefore, the $fee assessed from Ms [redacted] layaway refund was the correct total of the $cancellation fee and the $layaway fee The assessment of layaway fees is an automatic process that cannot be stopped or altered by our associates With that having been said, [redacted] , Manager for Kmart Store number ***, contacted Ms [redacted] on October 29, 2015, to inform her that the price of the pool she placed on layaway has been adjusted to $and $was credited her account as she requested Ms [redacted] accepted this resolution and indicated that it met with her approval We regret any inconvenience Ms [redacted] may have experienced and apologize for any misinformation she may have received about our layaway process Since the requested resolution has been provided, 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 concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because:I still feel this is misleadingI simply won't be doing with Sears in the futureI'm glad they changed their verbiage to avoid future confusion for potential future customers I won't be patronizing their business Sincerely, [redacted]