November 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the cancellation of his service appointments First, we would like to apologize to Mr [redacted] for any inconvenience he may have experienced when the appointment for his washer and dryer were canceled We reviewed our service system and we found that a technician was never assigned by our Routing department We sincerely apologize to Mr [redacted] for this oversight Although Mr [redacted] recent experience with Sears Home Services was less than gratifying, we would like to assure him that we value his patronage and we do not take this matter lightly Therefore, if Mr [redacted] would like to schedule another service appointment for his washer and dryer, we can offer him a 25% service refund upon completion of the service calls Mr [redacted] would need to send an email to [redacted] to have the refund issuedIn the interim, since we have documented Mr [redacted] concerns with the repair process and proposed the aforementioned resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
March 18, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the installation of her replacement water heater Upon review of the matter, it seems that the contractor did not follow proper process and a decision was made to refund the $in question as a result [redacted] should have her check shortly if it has not reached her alreadyWe apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closedAgain, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
October 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Kristie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding delay in receiving her purchased appliances We would first like to apologize that many factors resulted in Ms [redacted] 's delay in completing her delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Ms [redacted] 's concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come After reviewing Ms [redacted] 's complaint and our records, we were able to determine that when Ms [redacted] was informed that the delivery date needed to be rescheduled; unfortunately she decided to cancel her entire orderWe hope that Ms [redacted] will allow up another opportunity in the future to provide her with the type of customer service Sears has built their reputation on but understand if this is not possibleAt this time, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Claims Specialist Sears Holdings Corporation Direct [redacted] I [redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: They are not stating the fact accuratelyThey never contacted me they contacted my wife and harassed her and were quite rude to the point where she felt very uncomfortable They did no follow up other than harass my wife and demand documentation, which I have, on everything but they failed to contact me at the number my wife provided themI have been buying things for years and this is the worst example of poor service and misrepresentation that I have ever seenI was told by the technician I would receive a full refund due to the hassle of service calls to try and fix one item which wasnt resolvedI didn't want to schedule a 5th appointment since they were unable to fix it so their response it ridiculousI am considering contacting the local news station that loves to help people like me who are victims of a large and aggressive companyI have all the information to back up my claimsThey should be embarrassed by their response look at the [redacted] situationSometimes you can't just victimize the little guyI repeat my assertion they did a terrible and insufficient job and are misrepresenting the facts and trying to bully us nowThats not ok Sincerely, [redacted] ***
Contact Name and Title: MELISSA [redacted] September 1, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Lenore [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkAccordingly, we forwarded Ms [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressedOn August 31, 2015, the technician returned to Ms [redacted] home to install the parts that were previously ordered; completing the repairAs a conciliatory gesture for any inconvenience Ms [redacted] may have experienced, we have extended her Master Protection Agreement (MPA) for six months; the coverage now expires on March 11, In summary, since we have completed the repair to Ms [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
June 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return the lawn mower after the 30-day return period We have Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied that with the delay in the repair process, the fact remains that the lawn mower has been sent for a warranty repairAs a courtesy, we did contact the service unit and requested for the repair to be expeditedAs previously mentioned, if the technician deems the lawn mower unrepairable then it will be replaced under warrantyAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Christopher [redacted] - # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his dissatisfaction with the availability of service for his oven repair First, we would like to apologize to Mr [redacted] for failing his expectations when he recently scheduled service for his oven We value Mr [redacted] patronage and we sincerely apologize for any inconvenience he may have experiencedWith that said, we would like to clarify that although Mr [redacted] carries a Master Protection Agreement (MPA), there is no provision for preferential treatment in regard to scheduling Even though we make every effort to schedule an appointment in a timely manner, there are only a limited number of appointments available and we must operate on a first come, first served basis We are always trying to find better ways to address our customers’ needs, but there is no quick fix While the agreement only provides for service during business hours, we do make commercially reasonable efforts to expedite service if the loss of use of the covered product threatens the consumer’s health or safety or if damage to or loss of property is threatened; however, there is no guarantee that expedited service would be provided Once we received Mr [redacted] complaint, we contacted the local service unit for assistance They subsequently reached out to our Routing department to try to move up Mr [redacted] appointment; unfortunately, sooner service was not available Our records show that the repair to Mr [redacted] oven was completed on November 16, 2016; eight days after he called for service At this time, since we have completed the repair to Mr [redacted] oven in accordance with the terms of his MPA, we ask that this matter be closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s rebuttal We have reviewed both our response and Ms***’s rebuttal, and we do not find that she has brought any new information to her complaint While we understand that she was dissatisfied with our reply our case remains 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] * [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
July 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrsD [redacted] complaint regarding her recent service experience and request for a replacement of her dishwasher We would first like to apologize for any inconvenience MrsD [redacted] experienced with her dishwasherAfter researching the dishwasher model, we increased the authorization amount up to $towards another dishwasher sold by SearsThe D [redacted] selected model [redacted] Sears Item number [redacted] which is on sale for $We have sent an email correspondence to the local Store General Manager, District and Regional Manager to have the store issue a refund on transaction number [redacted] We asked that the store re-process the replacement transaction and order the new item number which currently shows a tentative date of July 27, The store will arrange installation at no charge and the installer will contact the D [redacted] to schedule a date to installShould there be any questions or concerns, please contact me via email at [redacted] Additionally, we hope that in the future the D [redacted] will allow us another opportunity to provide them with the type of customer service that we have built our reputation uponIn the interim, since a new replacement has been authorized, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the diagnosis he received to repair his range and his request for a refundOur diagnostic/trip fee is normally non-refundable but in the event that we made an error, exceptions can be madeOur technician felt that a wiring harness was needed and the part was no longer available through *** If MrD [redacted] could send us a copy of the invoice from the other company showing the repairs that they completed, we would certainly be willing to consider refunding him in full after we have reviewed the chargesHe can fax the receipt from the other company to me at [redacted] or he can email it to me at [redacted] In addition to the receipt, we will also need him to call or email us part of his account number used for the charge so that we can credit his accountThe card used was a [redacted] Card ending in ***In this example we know the numbers represented by a “1” but need the numbers represented by an “X”: 1111-11XX-XXXX-We do not need any other numbers, like an expiration date or security code, since we are only using the number for research and to potentially issue a refundAt this time, since we are willing to honor Mr [redacted] request for a refund if he provides the requested documentation, we have closed our file pending his responseWe apologize to MrD [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
November 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed our investigation of [redacted] complaint regarding the charge for a recent service call on her dishwasher and her request for a refund.At the time [redacted] called to schedule service through Sears Home Services, she was apprised that since her dishwasher was no longer under warranty, she would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $69.00.The call taker explained that regardless of whether the repair estimate is accepted, a fee is dueAlthough we are within our rights to decline [redacted] request for a refund, we have processed a credit in the amount of $69.0, as a one-time customer courtesy The credit was requested on November 16, 2015, so [redacted] can expect to see it post to her [redacted] account ending in [redacted] in approximately five to seven days from this date With that said, since we are providing [redacted] with her requested resolution, we ask to have this matter closed.We apologize to [redacted] and appreciate the opportunity to address this matterSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, I do NOT recall seeing in any response from Sears asking me to give them the information about the OrderAll Sears have said over and over is they cant find the orderI will provide the Order information soon as I obtain it, which will be over this weekendI was not expecting this ridiculous situation to occur so I dont have it on hand Joe [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a pur [redacted] from Sears OutletMatt Martinez, Sears Outlet District Sales Manager provided the following response: In order to resolve Mr [redacted] ’s concerns, we need to speak with himWe have left voice mail messages and sent emails which to date have not been returnedThat said, if Mr [redacted] still requires assistance we ask that he contact [redacted] ***, store manager of the Niles Sears Outlet, who is empowered to helpMs [redacted] can be reached at ***/***-***Since we have requested Mr [redacted] contact Ms [redacted] to resolve her concerns, we ask that this complaint be closed pending further contactWe 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:The original repair to our freezer door was not replaced properly, the technician squirted so much caulking in the hole to hold the piece in it just fell out when we opened the door I can send pictures of the door holding unit with pounds of caulking attached, which is not a proper way of repairing the freezer door lock The freezer door lock is a safety feature installed on freezer doors to keep the door closed so to not waste energy, and to prevent children from playing inside a freezer (safety) I asked for the technician to repair the repair that was improperly done and he stated that he would for $because it was not covered I bed to differ, if it was replaced properly by original technician we would be having this dispute Sincerely, Kenneth G***
November 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for items she ordered from sears.com but did not receive It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that upon our receipt of this complaint, Ms [redacted] had already been informed that a refund of $was issued to her [redacted] account ending in [redacted] on October 13, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
May 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed both our response and [redacted] rebuttal; we understand that [redacted] is unhappy with the time it may take to receive his refund check for the [redacted] blower [redacted] was informed that the wait time could be to weeks due to the amount of refunds that are being processedWe have confirmed that his blower was received and have requested his refund be expedited 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]
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ Contact Name and Title: [redacted] August 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed our investigation Mr[redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Mr[redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr[redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr[redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr[redacted] complaint, so that future problems can be avertedOn August 14, 2015, the technician returned to Mr[redacted] home to install the parts that were previously ordered; completing the repairAgain, we sincerely regret any inconvenience Mr[redacted] may have experienced due to the delay in repairing his refrigeratorAs a conciliatory gesture, District Service Manager [redacted] processed a $gift card for Mr[redacted] , which should be received within the next two weeksWith that said, since we have completed the repair to Mr[redacted] refrigerator, [redacted] later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr[redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Accept the response so issue can be closed and I never have to deal with Sears againNice gesture with the gift card considering it cost me $and many hours of personal time and time missed from workSears has big issues to deal with and they are a completely broken company as review sites and social media are clear to report, not sure they will ever be a great company again
February 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Gerald P [redacted] Dear Ms [redacted] : We have completed the investigation of MrP [redacted] complaint regarding some bar stools he purchased As clarification, the Terms of Use for our site note: “Sears may display advertising prints for products sold through a Sears SiteSears attempts to display the colors of the products shown on the Sears Site as accurately as possibleHowever, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you.” These terms are agreed upon by using our siteMrP [redacted] order was placed through one of our marketplace vendors, [redacted] ***and their return policy matches our ownOur return policy states clearly that indoor upholstered furniture must be returned within days of purchaseHowever, MrP [redacted] did not contact us within that timeIt seems he was offered a small discount to keep the items, but he wanted 50% and that is not a reasonable requestAs an alternative, [redacted] ***., offered to make an exception to the return policy by accepting the item back if he wished to send it at his own cost within days and he would be subject to a 20% restocking feeMrP [redacted] declined this offer as well and filed a dispute with credit card company, which was deniedAt this time, we are willing to issue a % discount if he wishes, but his chance to return the items has passed MrP [redacted] may email the address below if he wishes to acceptWe 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]
June 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience It is unfortunate that we failed Ms [redacted] expectations we and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe would first like to note that we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.comWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be availableShould we discover that we do not have enough stock to fill all of the orders that have been placed, we have no other recourse than to cancel the sale since the merchandise is no longer availableWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business, it is possible for merchandise to be ordered and then later to be found unavailable, which is why most online merchants have terms and conditions that are similar to oursWe sincerely apologize to Ms [redacted] for any inconvenience that she may have experienced due to this issueWe have also included a copy of our disclaimer below: Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SHO SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SHO SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SHO SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SHO SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SHO SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINSHO may display advertising prints for products sold through a SHO SiteSHO attempts to display the colors of the products shown on the SHO Site as accurately as possibleHowever, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you We forwarded this matter to Sears Outlet who confirmed that the item is out of stock which is why the order was cancelled and an email was generated the same dayShould Ms [redacted] have any further questions, she may contact Store General Manager Greg J [redacted] directly at [redacted] Additionally, 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] 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
Complaint: [redacted] I am rejecting this response because: I keep being told that the Sears return policy is stated at the registers and they are not nor is it indicated on the receipt The receipts states, Our return policy varies depending on the items purchased Instead of trying to return in days, I attempted at day I have been given conflicting information from both store manager and customer service representatives I should have also been given an option to exchange for the correct size or a store credit Customer service is about trying to find possible remedies to satisfy someone who has spent their money in your store My purchase is less than $and could simply be rectifiedI am expecting Sears to do the right thing Sincerely, [redacted]
November 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the cancellation of his service appointments First, we would like to apologize to Mr [redacted] for any inconvenience he may have experienced when the appointment for his washer and dryer were canceled We reviewed our service system and we found that a technician was never assigned by our Routing department We sincerely apologize to Mr [redacted] for this oversight Although Mr [redacted] recent experience with Sears Home Services was less than gratifying, we would like to assure him that we value his patronage and we do not take this matter lightly Therefore, if Mr [redacted] would like to schedule another service appointment for his washer and dryer, we can offer him a 25% service refund upon completion of the service calls Mr [redacted] would need to send an email to [redacted] to have the refund issuedIn the interim, since we have documented Mr [redacted] concerns with the repair process and proposed the aforementioned resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
March 18, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the installation of her replacement water heater Upon review of the matter, it seems that the contractor did not follow proper process and a decision was made to refund the $in question as a result [redacted] should have her check shortly if it has not reached her alreadyWe apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closedAgain, we apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
October 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Kristie [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding delay in receiving her purchased appliances We would first like to apologize that many factors resulted in Ms [redacted] 's delay in completing her delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Ms [redacted] 's concerns, we would like to reassure her that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come After reviewing Ms [redacted] 's complaint and our records, we were able to determine that when Ms [redacted] was informed that the delivery date needed to be rescheduled; unfortunately she decided to cancel her entire orderWe hope that Ms [redacted] will allow up another opportunity in the future to provide her with the type of customer service Sears has built their reputation on but understand if this is not possibleAt this time, we have closed our files We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Ema [redacted] Regulatory Claims Specialist Sears Holdings Corporation Direct [redacted] I [redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: They are not stating the fact accuratelyThey never contacted me they contacted my wife and harassed her and were quite rude to the point where she felt very uncomfortable They did no follow up other than harass my wife and demand documentation, which I have, on everything but they failed to contact me at the number my wife provided themI have been buying things for years and this is the worst example of poor service and misrepresentation that I have ever seenI was told by the technician I would receive a full refund due to the hassle of service calls to try and fix one item which wasnt resolvedI didn't want to schedule a 5th appointment since they were unable to fix it so their response it ridiculousI am considering contacting the local news station that loves to help people like me who are victims of a large and aggressive companyI have all the information to back up my claimsThey should be embarrassed by their response look at the [redacted] situationSometimes you can't just victimize the little guyI repeat my assertion they did a terrible and insufficient job and are misrepresenting the facts and trying to bully us nowThats not ok Sincerely, [redacted] ***
Contact Name and Title: MELISSA [redacted] September 1, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: Lenore [redacted] - # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her refrigerator repairAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkAccordingly, we forwarded Ms [redacted] complaint to the District Service Manager for review and we are confident that her concerns will be thoroughly addressedOn August 31, 2015, the technician returned to Ms [redacted] home to install the parts that were previously ordered; completing the repairAs a conciliatory gesture for any inconvenience Ms [redacted] may have experienced, we have extended her Master Protection Agreement (MPA) for six months; the coverage now expires on March 11, In summary, since we have completed the repair to Ms [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
June 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return the lawn mower after the 30-day return period We have Ms [redacted] rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she was dissatisfied that with the delay in the repair process, the fact remains that the lawn mower has been sent for a warranty repairAs a courtesy, we did contact the service unit and requested for the repair to be expeditedAs previously mentioned, if the technician deems the lawn mower unrepairable then it will be replaced under warrantyAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Christopher [redacted] - # [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his dissatisfaction with the availability of service for his oven repair First, we would like to apologize to Mr [redacted] for failing his expectations when he recently scheduled service for his oven We value Mr [redacted] patronage and we sincerely apologize for any inconvenience he may have experiencedWith that said, we would like to clarify that although Mr [redacted] carries a Master Protection Agreement (MPA), there is no provision for preferential treatment in regard to scheduling Even though we make every effort to schedule an appointment in a timely manner, there are only a limited number of appointments available and we must operate on a first come, first served basis We are always trying to find better ways to address our customers’ needs, but there is no quick fix While the agreement only provides for service during business hours, we do make commercially reasonable efforts to expedite service if the loss of use of the covered product threatens the consumer’s health or safety or if damage to or loss of property is threatened; however, there is no guarantee that expedited service would be provided Once we received Mr [redacted] complaint, we contacted the local service unit for assistance They subsequently reached out to our Routing department to try to move up Mr [redacted] appointment; unfortunately, sooner service was not available Our records show that the repair to Mr [redacted] oven was completed on November 16, 2016; eight days after he called for service At this time, since we have completed the repair to Mr [redacted] oven in accordance with the terms of his MPA, we ask that this matter be closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s rebuttal We have reviewed both our response and Ms***’s rebuttal, and we do not find that she has brought any new information to her complaint While we understand that she was dissatisfied with our reply our case remains 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] * [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
July 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MrsD [redacted] complaint regarding her recent service experience and request for a replacement of her dishwasher We would first like to apologize for any inconvenience MrsD [redacted] experienced with her dishwasherAfter researching the dishwasher model, we increased the authorization amount up to $towards another dishwasher sold by SearsThe D [redacted] selected model [redacted] Sears Item number [redacted] which is on sale for $We have sent an email correspondence to the local Store General Manager, District and Regional Manager to have the store issue a refund on transaction number [redacted] We asked that the store re-process the replacement transaction and order the new item number which currently shows a tentative date of July 27, The store will arrange installation at no charge and the installer will contact the D [redacted] to schedule a date to installShould there be any questions or concerns, please contact me via email at [redacted] Additionally, we hope that in the future the D [redacted] will allow us another opportunity to provide them with the type of customer service that we have built our reputation uponIn the interim, since a new replacement has been authorized, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the diagnosis he received to repair his range and his request for a refundOur diagnostic/trip fee is normally non-refundable but in the event that we made an error, exceptions can be madeOur technician felt that a wiring harness was needed and the part was no longer available through *** If MrD [redacted] could send us a copy of the invoice from the other company showing the repairs that they completed, we would certainly be willing to consider refunding him in full after we have reviewed the chargesHe can fax the receipt from the other company to me at [redacted] or he can email it to me at [redacted] In addition to the receipt, we will also need him to call or email us part of his account number used for the charge so that we can credit his accountThe card used was a [redacted] Card ending in ***In this example we know the numbers represented by a “1” but need the numbers represented by an “X”: 1111-11XX-XXXX-We do not need any other numbers, like an expiration date or security code, since we are only using the number for research and to potentially issue a refundAt this time, since we are willing to honor Mr [redacted] request for a refund if he provides the requested documentation, we have closed our file pending his responseWe apologize to MrD [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
November 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed our investigation of [redacted] complaint regarding the charge for a recent service call on her dishwasher and her request for a refund.At the time [redacted] called to schedule service through Sears Home Services, she was apprised that since her dishwasher was no longer under warranty, she would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $69.00.The call taker explained that regardless of whether the repair estimate is accepted, a fee is dueAlthough we are within our rights to decline [redacted] request for a refund, we have processed a credit in the amount of $69.0, as a one-time customer courtesy The credit was requested on November 16, 2015, so [redacted] can expect to see it post to her [redacted] account ending in [redacted] in approximately five to seven days from this date With that said, since we are providing [redacted] with her requested resolution, we ask to have this matter closed.We apologize to [redacted] and appreciate the opportunity to address this matterSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, I do NOT recall seeing in any response from Sears asking me to give them the information about the OrderAll Sears have said over and over is they cant find the orderI will provide the Order information soon as I obtain it, which will be over this weekendI was not expecting this ridiculous situation to occur so I dont have it on hand Joe [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding a pur [redacted] from Sears OutletMatt Martinez, Sears Outlet District Sales Manager provided the following response: In order to resolve Mr [redacted] ’s concerns, we need to speak with himWe have left voice mail messages and sent emails which to date have not been returnedThat said, if Mr [redacted] still requires assistance we ask that he contact [redacted] ***, store manager of the Niles Sears Outlet, who is empowered to helpMs [redacted] can be reached at ***/***-***Since we have requested Mr [redacted] contact Ms [redacted] to resolve her concerns, we ask that this complaint be closed pending further contactWe 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:The original repair to our freezer door was not replaced properly, the technician squirted so much caulking in the hole to hold the piece in it just fell out when we opened the door I can send pictures of the door holding unit with pounds of caulking attached, which is not a proper way of repairing the freezer door lock The freezer door lock is a safety feature installed on freezer doors to keep the door closed so to not waste energy, and to prevent children from playing inside a freezer (safety) I asked for the technician to repair the repair that was improperly done and he stated that he would for $because it was not covered I bed to differ, if it was replaced properly by original technician we would be having this dispute Sincerely, Kenneth G***
November 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for items she ordered from sears.com but did not receive It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have confirmed that upon our receipt of this complaint, Ms [redacted] had already been informed that a refund of $was issued to her [redacted] account ending in [redacted] on October 13, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
May 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed both our response and [redacted] rebuttal; we understand that [redacted] is unhappy with the time it may take to receive his refund check for the [redacted] blower [redacted] was informed that the wait time could be to weeks due to the amount of refunds that are being processedWe have confirmed that his blower was received and have requested his refund be expedited 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]
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ Contact Name and Title: [redacted] August 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms[redacted] We have completed our investigation Mr[redacted] complaint regarding his dissatisfaction with Sears Home Services First, we would like to apologize to Mr[redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Mr[redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr[redacted] concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Mr[redacted] complaint, so that future problems can be avertedOn August 14, 2015, the technician returned to Mr[redacted] home to install the parts that were previously ordered; completing the repairAgain, we sincerely regret any inconvenience Mr[redacted] may have experienced due to the delay in repairing his refrigeratorAs a conciliatory gesture, District Service Manager [redacted] processed a $gift card for Mr[redacted] , which should be received within the next two weeksWith that said, since we have completed the repair to Mr[redacted] refrigerator, [redacted] later than expected, and documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to Mr[redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Accept the response so issue can be closed and I never have to deal with Sears againNice gesture with the gift card considering it cost me $and many hours of personal time and time missed from workSears has big issues to deal with and they are a completely broken company as review sites and social media are clear to report, not sure they will ever be a great company again
February 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Gerald P [redacted] Dear Ms [redacted] : We have completed the investigation of MrP [redacted] complaint regarding some bar stools he purchased As clarification, the Terms of Use for our site note: “Sears may display advertising prints for products sold through a Sears SiteSears attempts to display the colors of the products shown on the Sears Site as accurately as possibleHowever, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you.” These terms are agreed upon by using our siteMrP [redacted] order was placed through one of our marketplace vendors, [redacted] ***and their return policy matches our ownOur return policy states clearly that indoor upholstered furniture must be returned within days of purchaseHowever, MrP [redacted] did not contact us within that timeIt seems he was offered a small discount to keep the items, but he wanted 50% and that is not a reasonable requestAs an alternative, [redacted] ***., offered to make an exception to the return policy by accepting the item back if he wished to send it at his own cost within days and he would be subject to a 20% restocking feeMrP [redacted] declined this offer as well and filed a dispute with credit card company, which was deniedAt this time, we are willing to issue a % discount if he wishes, but his chance to return the items has passed MrP [redacted] may email the address below if he wishes to acceptWe 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]
June 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience It is unfortunate that we failed Ms [redacted] expectations we and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe would first like to note that we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.comWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be availableShould we discover that we do not have enough stock to fill all of the orders that have been placed, we have no other recourse than to cancel the sale since the merchandise is no longer availableWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business, it is possible for merchandise to be ordered and then later to be found unavailable, which is why most online merchants have terms and conditions that are similar to oursWe sincerely apologize to Ms [redacted] for any inconvenience that she may have experienced due to this issueWe have also included a copy of our disclaimer below: Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SHO SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SHO SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SHO SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SHO SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SHO SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SHO SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SHO SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINSHO may display advertising prints for products sold through a SHO SiteSHO attempts to display the colors of the products shown on the SHO Site as accurately as possibleHowever, we cannot guarantee that the color you see matches the product color, as the display color depends, in part, upon the monitor used by you We forwarded this matter to Sears Outlet who confirmed that the item is out of stock which is why the order was cancelled and an email was generated the same dayShould Ms [redacted] have any further questions, she may contact Store General Manager Greg J [redacted] directly at [redacted] Additionally, 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] 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
Complaint: [redacted] I am rejecting this response because: I keep being told that the Sears return policy is stated at the registers and they are not nor is it indicated on the receipt The receipts states, Our return policy varies depending on the items purchased Instead of trying to return in days, I attempted at day I have been given conflicting information from both store manager and customer service representatives I should have also been given an option to exchange for the correct size or a store credit Customer service is about trying to find possible remedies to satisfy someone who has spent their money in your store My purchase is less than $and could simply be rectifiedI am expecting Sears to do the right thing Sincerely, [redacted]