October 13, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Monica [redacted] Dear Ms [redacted] , We have completed our review of Ms [redacted] rebuttal complaint to the previous response provided regarding her Shop Your Way Reward points We received an email correspondence from Ms [redacted] with a screenshot of the promo she viewed onlineWe forwarded this matter to management with the Shop Your Way Reward departmentOn October 13, 2016, we received a response advising that they show Ms [redacted] was awarded 42,for the purchaseTherefore, the SYWR department added the missing 10,pointsMs [redacted] has since used some points however her current balance is 40,points worth $Should Ms [redacted] have any further questions or concerns she may contact the SYWR department directly at 800-991-In the interim, we have noted Ms***’ 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
May 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] , Auto Center Manager of unit# ***, who states the following: I have this vehicle in the shop currently (5/18/16), the customer and his wife were in this morning and we reviewed his account and every dollar they have spent and I explained all to him, Mr [redacted] actually authorized additional work on the vehicle this morning (has a bad starter) and shook my hand and thanked me for working everything out for him(the biggest confusion was he had his work order copy and final invoice that he didn't realize were the same he thought he paid it twice), Although this has no impact the customer has spent $in their total history of being serviced here, not the aforementioned $ That being said, because we have addressed Mr [redacted] complaint, 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, [redacted] Regulatory Complaints Specialist [redacted]
Complaint: [redacted] I am rejecting this response because:The installation was not completed by Sears and we still are missing a part purchased by us and given to the installers A standard form signed by my husband does not mean that the right thing was done by Sears and Sears needs to do the right thing by their customers we spent our hard earned money to have the dishwasher installed by Sears Money that is not easy to come by but we made the investment because we wanted it done right An simple apology is unacceptable? What are you apologizing for if you did nothing wrong We expect a refund and not an apology I will continue to campaign against Sears on all available outlet because this is my second negative customer experience with this company We don't feel valued as customers and we will let it be known Sincerely, Olive ***
June 27, [redacted] Our File No: [redacted] Via: 1st Class US Postage Dear Mr [redacted] This letter serves to confirm that we have completed our investigation in regards to the above-referenced fileI tried to reach you via phone on 06/23/16, 06/24/and again on 06/27/I apologize for any confusion regarding the credit card applicationThe credit card has been closed with a zero balance Thank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Revdex.com
November 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Samuel [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, the cancellation of his kmart.com order, and his request to receive a cash refund for gift cards It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order using kmart.comWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review As clarification, the Kmart website began hosting other retailers through our Sears Marketplace program some time ago The goal of our marketplace is to provide items that might not be available through our own online channels so that we become a “one-stop” online shopping destination Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Kmart items or services specifically, there is a tab that may be used to select only Kmart items or to narrow the results returned from an item search With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, policies, and shipping charges The seller’s name is stated within each screen, or page, of the ordering process and on the order confirmation Our policy regarding Marketplace orders is clearly posted on our website and we have pasted a link to it below in case Mr [redacted] has not yet become familiar with it: http://www.sears.com/en_us/marketplace/what-is-marketplace.html#ourmarketplacegu...⇄ Our records indicate that the seller Mr [redacted] ordered from cancelled his order because he previously returned the same camera on a different order We do understand that Mr [redacted] states the seller gave him a different explanation for the cancellation, but the reason for the cancellation has no effect on the type of refund he is entitled to receive As such, Mr [redacted] gift card ending in [redacted] was restored to a balance of $2,and his gift card ending in [redacted] was restored to a balance of $1,575.00; therefore making him whole Mr [redacted] was informed of the gift card refunds, but continued to request a refund by check We are unable to honor this request and feel it is important to mention that our return policy specifically states that gift cards cannot be returned for a refund We have pasted a link to our full return policy below and would like to note that each time a customer orders from kmart.com, they are asked to agree to these policies and our Terms of Use before the order can be submitted http://www.kmart.com/en_us/customer-service/Policies/return-policy.html At this time, we can only reiterate that we regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and provided him with a resolution relative and appropriate to our policies We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki Goldberg Regulatory Complaint Specialist 512-248-1-800-762-Ext
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Gail W [redacted]
August 5, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: 94***7/ [redacted] Via: Revdex.com Website Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Ms [redacted] We have been working with Ms [redacted] , our installation manager and our service manager to coordinate a time to complete an evaluation of Ms [redacted] 's HVAC unitWe also want to address her concerns with the installation and the float switchWe anticipate having this completed during the week of August 10th Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800- [redacted] extension ***, or via email at Heathe [redacted] @searshomepro.com Sincerely, Heather [redacted] SHIP/HI Regulatory Complaint Specialist cc: Lori [redacted] via 1st class postage
November 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – MrJie [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for his order to be cancelled After researching this matter, we found that Mr [redacted] had previously been in contact with Executive Member Services, Sears escalated complaint departmentEMS was able to have the order in question cancelled and ensured that a full refund of $was credited back to his American Express card that he used at the time of purchaseThis refund was processed on November 11, 2016, and for Mr [redacted] records the return receipt number is We apologize again for any inconvenience Mr [redacted] experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedSince we have confirmed that the 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 30, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding his dissatisfaction with the pro-rated price for his replacement tire [redacted] Manager for Sears Auto Center ***, has provided the following response: We have made attempts to contact Mr [redacted] by telephone as recently as December 29, 2016, but have not been able to reach him I have left a message with my contact information, asking for a return call to discuss his issue further Although weather cracking typically is not covered under a manufactures warranty, I invited Mr [redacted] to return at his earliest convenience so that we may mount the tire at no cost to him However, he has not yet replied Until he returns or we have an opportunity to discuss this matter with him, we are unable to work toward a resolution If Mr [redacted] still requires assistance, he may contact me or Assistant Manager [redacted] at ( [redacted] We ask to have this matter closed in the interim, pending Mr [redacted] response, since an equitable resolution has been proposedWe 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] ***
September 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her request for a refund for a power washer she purchased from Sears We have reviewed both Sears’ response and Mrs [redacted] complaint, and we do not find that Mrs [redacted] has brought any new information to her complaint Unfortunately, many issues that a consumer may experience with lawn and garden equipment are caused by the way the item is used or something the consumer has neglected to do in regard to maintenance Issues caused by neglect or customer misuse may result regardless of whether a customer has used their item for five minutes or five years For this reason, it is our policy to have a certified Sears technician confirm the cause for failure before determining whether a repair will or will not be covered by a manufacturer’s warranty or Protection Agreement, since both policies specifically state that failures due to misuse, neglect, or improper maintenance will not be repaired at the expense of the warranty provider Sears uses the diagnostic guides provided by the manufacturer to determine the cause of failure, and in Mrs [redacted] case it was determined that the poor performance of her power washer was the result of gum deposits in the carburetor and/or other essential carburetor parts This issue results from a lack of proper maintenance or more specifically, a lack of preparation for storage or non-use for a period of more than days Page of Mrs [redacted] Owner’s Manual provides information about this issue and instructions for preventing it With this having been said, we feel it is important to note that this is the same issue Mrs [redacted] experienced on the service visit she references for the previous year We completed that repair under the warranty as a good will gesture, but do not find any justification for making the same exception a second time when it has been determined that the failure has again resulted from a neglect to follow the manufacturer’s instructions While we may empathize with Mrs [redacted] situation, her dissatisfaction or disagreement with our diagnosis does not negate the evidence found within the carburetor of her pressure washer To expect Sears to bear the repair expense associated with a failure that may have been prevented by proper maintenance is unrealistic and inappropriate Additionally, we are unable to provide Mrs [redacted] with a refund, since her purchase has far exceeded our stated day return period Since we have provided services appropriate to the terms of the manufacturer’s warranty for Mrs [redacted] power washer, 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 [redacted] ***
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Kelly [redacted] [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding an order that was charged twice Upon receiving Ms [redacted] complaint, we escalated his concerns to Diane [redacted] , Store General Manager for unit# 2134, who states the following: I spoke with customer today and resolved the matterShe informed me she never contacted the store but rather she tried to dispute the charge with her credit card company but they refused because she signed for both transactionsI was able to locate both transactions and sent her a mail bank check for today, August 5, The salescheck number is That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to MsZielinski 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] Erica[redacted] @searshc.com
Complaint [redacted] I am rejecting this response because: I was told that I would receive a phone call on Wednesday July to schedule a pcik up of the lawnmower on the 6th I have not received a phone call Sincerely, Donna Z***
March 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Jennifer [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience It is unfortunate that we failed Ms [redacted] ’s expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and 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 matter, we sent an email correspondence to Ms [redacted] as it appeared that delivery was arranged and would be contacting her to set up a new appointmentMs [redacted] responded on March 23, 2017, confirming that delivery had been completed after a monthAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn 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
June 9, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced 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 Pursuant to Ms [redacted] complaint, we have successfully completed the hvac serviceMs [redacted] signed the service work order confirming she is satisfied with the service At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms [redacted] as customers and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Scott E [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and request to receive assembly, installation and haul away It is unfortunate if we failed Mr [redacted] ’s expectations and only apologize for any misinformation that may have been communicated to him about his orderAfter reviewing the notes in his order, we show that Sears Online explained that his requests unfortunately were not an option for the merchandise he purchasedHowever, as a gesture of goodwill, Sears Online offered to issue a 10% discount on his orderAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon, but we would understand if this is not possibleShould Mr [redacted] decide to accept the discount offered, then he may contact Sears Online to have the adjustment processedIn the interim, we have noted Mr [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
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding a purchase made online via www.searsoutlet.com [redacted] , Manager of the Palmdale Sears Outlet provided the following response: The item in question was showing on line that it was available at our store when in fact we had sold outThe inventory system had not updated to reflect the fact that the item was no longer availableWe do strive to provide proper information online, unfortunately there are times when the system does not update until the next business dayWe do apologize for the inconvenience that MrK [redacted] experiencedIf I can be of any additional assistance, I can be reached at [redacted] That said we ask that this complaint be closedWe apologize to MrK [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: Yes, Sears corporate has been handling the matter and has been great since this complaint! I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Shawn R***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service under his Sears Home Warranty We would first like to point out that [redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract CCHS has informed us that Mr [redacted] confirmed with them that the service vendor did return to the home and complete the PM check on the A/C unit therefore we have closed this case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Roger D [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
October 13, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Monica [redacted] Dear Ms [redacted] , We have completed our review of Ms [redacted] rebuttal complaint to the previous response provided regarding her Shop Your Way Reward points We received an email correspondence from Ms [redacted] with a screenshot of the promo she viewed onlineWe forwarded this matter to management with the Shop Your Way Reward departmentOn October 13, 2016, we received a response advising that they show Ms [redacted] was awarded 42,for the purchaseTherefore, the SYWR department added the missing 10,pointsMs [redacted] has since used some points however her current balance is 40,points worth $Should Ms [redacted] have any further questions or concerns she may contact the SYWR department directly at 800-991-In the interim, we have noted Ms***’ 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
May 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] , Auto Center Manager of unit# ***, who states the following: I have this vehicle in the shop currently (5/18/16), the customer and his wife were in this morning and we reviewed his account and every dollar they have spent and I explained all to him, Mr [redacted] actually authorized additional work on the vehicle this morning (has a bad starter) and shook my hand and thanked me for working everything out for him(the biggest confusion was he had his work order copy and final invoice that he didn't realize were the same he thought he paid it twice), Although this has no impact the customer has spent $in their total history of being serviced here, not the aforementioned $ That being said, because we have addressed Mr [redacted] complaint, 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, [redacted] Regulatory Complaints Specialist [redacted]
Complaint: [redacted] I am rejecting this response because:The installation was not completed by Sears and we still are missing a part purchased by us and given to the installers A standard form signed by my husband does not mean that the right thing was done by Sears and Sears needs to do the right thing by their customers we spent our hard earned money to have the dishwasher installed by Sears Money that is not easy to come by but we made the investment because we wanted it done right An simple apology is unacceptable? What are you apologizing for if you did nothing wrong We expect a refund and not an apology I will continue to campaign against Sears on all available outlet because this is my second negative customer experience with this company We don't feel valued as customers and we will let it be known Sincerely, Olive ***
June 27, [redacted] Our File No: [redacted] Via: 1st Class US Postage Dear Mr [redacted] This letter serves to confirm that we have completed our investigation in regards to the above-referenced fileI tried to reach you via phone on 06/23/16, 06/24/and again on 06/27/I apologize for any confusion regarding the credit card applicationThe credit card has been closed with a zero balance Thank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Revdex.com
November 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Samuel [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, the cancellation of his kmart.com order, and his request to receive a cash refund for gift cards It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order using kmart.comWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review As clarification, the Kmart website began hosting other retailers through our Sears Marketplace program some time ago The goal of our marketplace is to provide items that might not be available through our own online channels so that we become a “one-stop” online shopping destination Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Kmart items or services specifically, there is a tab that may be used to select only Kmart items or to narrow the results returned from an item search With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, policies, and shipping charges The seller’s name is stated within each screen, or page, of the ordering process and on the order confirmation Our policy regarding Marketplace orders is clearly posted on our website and we have pasted a link to it below in case Mr [redacted] has not yet become familiar with it: http://www.sears.com/en_us/marketplace/what-is-marketplace.html#ourmarketplacegu...⇄ Our records indicate that the seller Mr [redacted] ordered from cancelled his order because he previously returned the same camera on a different order We do understand that Mr [redacted] states the seller gave him a different explanation for the cancellation, but the reason for the cancellation has no effect on the type of refund he is entitled to receive As such, Mr [redacted] gift card ending in [redacted] was restored to a balance of $2,and his gift card ending in [redacted] was restored to a balance of $1,575.00; therefore making him whole Mr [redacted] was informed of the gift card refunds, but continued to request a refund by check We are unable to honor this request and feel it is important to mention that our return policy specifically states that gift cards cannot be returned for a refund We have pasted a link to our full return policy below and would like to note that each time a customer orders from kmart.com, they are asked to agree to these policies and our Terms of Use before the order can be submitted http://www.kmart.com/en_us/customer-service/Policies/return-policy.html At this time, we can only reiterate that we regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us an opportunity to provide him with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and provided him with a resolution relative and appropriate to our policies We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki Goldberg Regulatory Complaint Specialist 512-248-1-800-762-Ext
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Gail W [redacted]
August 5, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com File No: 94***7/ [redacted] Via: Revdex.com Website Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Ms [redacted] We have been working with Ms [redacted] , our installation manager and our service manager to coordinate a time to complete an evaluation of Ms [redacted] 's HVAC unitWe also want to address her concerns with the installation and the float switchWe anticipate having this completed during the week of August 10th Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800- [redacted] extension ***, or via email at Heathe [redacted] @searshomepro.com Sincerely, Heather [redacted] SHIP/HI Regulatory Complaint Specialist cc: Lori [redacted] via 1st class postage
November 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – MrJie [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for his order to be cancelled After researching this matter, we found that Mr [redacted] had previously been in contact with Executive Member Services, Sears escalated complaint departmentEMS was able to have the order in question cancelled and ensured that a full refund of $was credited back to his American Express card that he used at the time of purchaseThis refund was processed on November 11, 2016, and for Mr [redacted] records the return receipt number is We apologize again for any inconvenience Mr [redacted] experienced and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedSince we have confirmed that the 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 30, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding his dissatisfaction with the pro-rated price for his replacement tire [redacted] Manager for Sears Auto Center ***, has provided the following response: We have made attempts to contact Mr [redacted] by telephone as recently as December 29, 2016, but have not been able to reach him I have left a message with my contact information, asking for a return call to discuss his issue further Although weather cracking typically is not covered under a manufactures warranty, I invited Mr [redacted] to return at his earliest convenience so that we may mount the tire at no cost to him However, he has not yet replied Until he returns or we have an opportunity to discuss this matter with him, we are unable to work toward a resolution If Mr [redacted] still requires assistance, he may contact me or Assistant Manager [redacted] at ( [redacted] We ask to have this matter closed in the interim, pending Mr [redacted] response, since an equitable resolution has been proposedWe 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] ***
September 9, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her request for a refund for a power washer she purchased from Sears We have reviewed both Sears’ response and Mrs [redacted] complaint, and we do not find that Mrs [redacted] has brought any new information to her complaint Unfortunately, many issues that a consumer may experience with lawn and garden equipment are caused by the way the item is used or something the consumer has neglected to do in regard to maintenance Issues caused by neglect or customer misuse may result regardless of whether a customer has used their item for five minutes or five years For this reason, it is our policy to have a certified Sears technician confirm the cause for failure before determining whether a repair will or will not be covered by a manufacturer’s warranty or Protection Agreement, since both policies specifically state that failures due to misuse, neglect, or improper maintenance will not be repaired at the expense of the warranty provider Sears uses the diagnostic guides provided by the manufacturer to determine the cause of failure, and in Mrs [redacted] case it was determined that the poor performance of her power washer was the result of gum deposits in the carburetor and/or other essential carburetor parts This issue results from a lack of proper maintenance or more specifically, a lack of preparation for storage or non-use for a period of more than days Page of Mrs [redacted] Owner’s Manual provides information about this issue and instructions for preventing it With this having been said, we feel it is important to note that this is the same issue Mrs [redacted] experienced on the service visit she references for the previous year We completed that repair under the warranty as a good will gesture, but do not find any justification for making the same exception a second time when it has been determined that the failure has again resulted from a neglect to follow the manufacturer’s instructions While we may empathize with Mrs [redacted] situation, her dissatisfaction or disagreement with our diagnosis does not negate the evidence found within the carburetor of her pressure washer To expect Sears to bear the repair expense associated with a failure that may have been prevented by proper maintenance is unrealistic and inappropriate Additionally, we are unable to provide Mrs [redacted] with a refund, since her purchase has far exceeded our stated day return period Since we have provided services appropriate to the terms of the manufacturer’s warranty for Mrs [redacted] power washer, 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 [redacted] ***
August 17, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Kelly [redacted] [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding an order that was charged twice Upon receiving Ms [redacted] complaint, we escalated his concerns to Diane [redacted] , Store General Manager for unit# 2134, who states the following: I spoke with customer today and resolved the matterShe informed me she never contacted the store but rather she tried to dispute the charge with her credit card company but they refused because she signed for both transactionsI was able to locate both transactions and sent her a mail bank check for today, August 5, The salescheck number is That being said, because we have addressed Ms [redacted] complaint, we respectfully request this complaint be closed We apologize to MsZielinski 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] Erica[redacted] @searshc.com
Complaint [redacted] I am rejecting this response because: I was told that I would receive a phone call on Wednesday July to schedule a pcik up of the lawnmower on the 6th I have not received a phone call Sincerely, Donna Z***
March 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Jennifer [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience It is unfortunate that we failed Ms [redacted] ’s expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and 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 matter, we sent an email correspondence to Ms [redacted] as it appeared that delivery was arranged and would be contacting her to set up a new appointmentMs [redacted] responded on March 23, 2017, confirming that delivery had been completed after a monthAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn 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
June 9, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced 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 Pursuant to Ms [redacted] complaint, we have successfully completed the hvac serviceMs [redacted] signed the service work order confirming she is satisfied with the service At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Ms [redacted] as customers and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Scott E [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and request to receive assembly, installation and haul away It is unfortunate if we failed Mr [redacted] ’s expectations and only apologize for any misinformation that may have been communicated to him about his orderAfter reviewing the notes in his order, we show that Sears Online explained that his requests unfortunately were not an option for the merchandise he purchasedHowever, as a gesture of goodwill, Sears Online offered to issue a 10% discount on his orderAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon, but we would understand if this is not possibleShould Mr [redacted] decide to accept the discount offered, then he may contact Sears Online to have the adjustment processedIn the interim, we have noted Mr [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
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding a purchase made online via www.searsoutlet.com [redacted] , Manager of the Palmdale Sears Outlet provided the following response: The item in question was showing on line that it was available at our store when in fact we had sold outThe inventory system had not updated to reflect the fact that the item was no longer availableWe do strive to provide proper information online, unfortunately there are times when the system does not update until the next business dayWe do apologize for the inconvenience that MrK [redacted] experiencedIf I can be of any additional assistance, I can be reached at [redacted] That said we ask that this complaint be closedWe apologize to MrK [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: Yes, Sears corporate has been handling the matter and has been great since this complaint! I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Shawn R***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service under his Sears Home Warranty We would first like to point out that [redacted] Services (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Mr [redacted] contract CCHS has informed us that Mr [redacted] confirmed with them that the service vendor did return to the home and complete the PM check on the A/C unit therefore we have closed this case We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Roger D [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]