November 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Michael [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, non-receipt of a 15% discount for opening a Sears credit card, and his allegation that he has not received a refund for phones purchased from a Marketplace vendor hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that 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 Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return 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 copied it below in case Mr [redacted] has not yet become familiar with it: Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our websiteIf your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears storeYour merchant's profile, which contains their specific return policy, is available via the product page Return policies may vary for products sold and fulfilled by third-party merchants other than SearsSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant Please note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final Our records indicate that each time Mr [redacted] requested the 15% discount on the phones he purchased from [redacted] , sears.com agents informed him that the discount could be applied only to Sears Store purchases or items purchased directly from Sears This information was available to Mr [redacted] when he placed his order and specifically states that the discount is offered “for qualifying purchases made at participating Sears locations and Sears.com for items marked Sold by SearsSee www.sears.com/creditoffers for participating locations.” For this reason, we are unable to honor Mr [redacted] request for the discount on his [redacted] order, and deny his allegation that his order was cancelled to avoid issuing the discount Mr [redacted] is welcome to revisit sears.com to view the details of the discount offer, since it remains the same regardless of whether the amount of the discount varies During our investigation of Mr [redacted] rebuttal, we revealed that he ordered phones over different orders Additionally, we found correspondence from one or more sellers indicating that Mr [redacted] did not reply to their calls or messages and that they would not process any further orders for Mr [redacted] due to this and his placement of an order for the same item that was returned to them Mr [redacted] own email to Sears stated that he was waiting for approval from Sears to return items to the seller, although Sears’ policy directs our customers to work directly with the seller It may also be important to note that only of the tracking numbers Mr [redacted] provided with his rebuttal are valid With that having been said, our records do show that of the phones ordered by Mr [redacted] were returned Refunds of $1,and $1,were issued October 14, 2016, $1,and $were issued on October 19th and 20th, respectively All refunds were issued to Mr [redacted] account ending in *** While we empathize with Mr [redacted] situation, we can only suggest that he contact the seller directly regarding any item he feels he has returned but is not reflected in the refund details listed above, since the seller must confirm the return before a refund can be processed Since we have confirmed that refunds have been issued for each of the items that has been marked as returned, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
Revdex.com: This is not my complaint, however I spoke with Tammie directly and we resolved the issueShe was very helpful in resolving this 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, Seth C [redacted]
August 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 her cancelled sears.com order 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 Our records show that on July 17, 2016, we issued a refund check of $instead of a gift card refund, and an additional gift card of $was issued on the same date to give Ms [redacted] a complete refund of $for her gift cards in addition to the credit card refund of $she had already received 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] ***
September 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Issac R*** Dear [redacted] We have completed the investigation of MrR [redacted] complaint regarding the recent purchase of a washer and dryer setAfter reviewing MrR [redacted] complaint and our records, we contacted our delivery department to conduct an audit on the order in questionSince we were able to confirm that MrR [redacted] called within the day return window, we called him on September 11, and had the opportunity to speak with himWe advised MrR [redacted] of our findings and processed the requested exchange for his new dryer item number [redacted] The delivery was scheduled for September 13, Since we were able to provide MrR [redacted] with his requested exchange, we have closed our filesWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
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, Jason ***
Complaint: [redacted] I am rejecting this response because: this response is fine, however sears still needs to change thier sales practicesDont come to someones house and lie to them , put them in a bad situation and then tell them you are doing them a favor by reducing additional costs, receive different quotes for it It you come and say everything will be included and then affect someones credit and have them sign contracts that they cant even read dont promise or quote customers until you have a real HVAC tech come and give an accurate quote initially Sincerely, [redacted]
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Joe [redacted] Dear Ms [redacted] : We have reviewed Mr [redacted] ’s rebuttal complaint regarding his parts order and request for a full refundAlthough Mr [redacted] would prefer us to keep his case open, our agreement with the Revdex.com restricts the length of time a complaint can remain openWe advised Mr [redacted] that we were unable to locate an order for him in our system since July 25, At the time, it was our understanding that Mr [redacted] was dissatisfied with paying an extra $in shipping fees therefore we issued a $check to resolve the matterIn our second response dated August 2, 2016, we asked that he provide us with his order number, correct telephone number, address and name that he used at the time of purchaseHowever, Mr [redacted] ’s next two rebuttals do not include the necessary information we needed to search for his order and resolve this matterAgain, Mr [redacted] has our written commitment to work towards a resolution, as stated in our previous closure lettersHowever, he will need to provide us with an order number and the website he accessed to place the order and any additional information that will help usWe feel that keeping this case open during the interim is unwarrantedWe respectfully ask that this matter remain closedWe 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 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Joseph N [redacted] Dear [redacted] We have completed the investigation of MrN [redacted] complaint regarding his dissatisfaction with the quality of the service provided on his dishwasher and his request for a refund We apologize for the delay in our responseWe contacted MrN [redacted] on November 20, and discussed his concerns on the service providedMrN [redacted] stated that after the technician installed the board, the dishwasher did not workThe technician then repaired the latch and the dishwasher worked; therefore he was requesting a refund for the part and the laborWe advised MrN [redacted] that the technician repaired the latch and he would have to pay the labor chargeHowever, we offered to refund him for the partMrN [redacted] accepted the offer and on November 27, we issued a credit of $to his credit cardWith that being said, since we have addressed the issue brought forth in MrN [redacted] complaint, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Leeann [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her Sears Home Warranty We value Ms [redacted] ’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret the misinformation she receivedOn receipt of Ms [redacted] ’s complaint we reached out to Cross Country Home Services (CCHS) who is the obligor of the Sears home warrantiesWe confirmed that although Ms [redacted] was informed of the amount to add her garage refrigerator our agent didn’t not explain how to have this done nor was it added at the time Ms [redacted] purchased the warrantyJulia Stephenson, case management specialist from CCHS stated that Ms [redacted] did purchase the additional coverage for her refrigerator recently and she was informed that her standalone ice maker is not coveredSince we have addressed Ms [redacted] ’s complaint we have closed our file Again, we apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Contact Name and Title: [redacted] Contact Email: [redacted] April 15, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the multiple repair attempts on his laundry center We have spoken to [redacted] in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has an atypical situation like [redacted] , and we are pursuing solutions that will provide better options for our customers when these issues occurBecause we value [redacted] patronage, we have agreed to replace his laundry center under his Master ProtectionWe have authorized him $1,to use towards the replacement of his new laundry center and have both called [redacted] as well as sent an email with instructions as to how to exchange the unitBecause we are in the process of exchanging [redacted] laundry center, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
November 24, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] ’s rebuttal to our previous response Prior to receiving Ms [redacted] follconcerns, she accepted refrigerator model [redacted] as replacement for her mother’s refrigerator Our records show that the new unit was delivered on November 18, Additionally, the remaining MPA coverage on her mother’s refrigerator is being transferred to the new refrigerator, as well as an additional one year of coverage for customer satisfaction Since it is our understanding that [redacted] and her mother [redacted] are satisfied with the aforementioned resolution, we ask that this matter be closed.Again, we apologize to [redacted] and [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
January 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her dryer repair It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, 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 network We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance Our records show that they were able to move Ms [redacted] appointment to January 13, Furthermore, the technician was able to complete the repair to Ms [redacted] dryer with the installation of a new timer and relay While we empathize with Ms [redacted] , we are unable to refund her for her expired protection agreements However, if Ms [redacted] feels that we are unable to meet her service expectations, she can cancel her current agreements and receive pro-rated refunds If Ms [redacted] would like to explore this option, she can contact our Protection Agreement department at ( [redacted] In the interim, since we have completed the repair to Ms [redacted] dryer, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] * James B [redacted] Dear MsV [redacted] We have completed the investigation of MrB [redacted] complaint regarding his dissatisfaction with the multiple rescheduled service appointments to repair his refrigerator and the customer service he received It is unfortunate that we failed MrBr [redacted] expectations when he recently scheduled a refrigerator repairWe value MrB [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that MrB [redacted] may have experienced Upon receipt of MrB [redacted] complaint and reviewed the service orders related to his refrigeratorAccording to our records, the refrigerator repair was completed on July 13, However, on July 18, another service was scheduled to replace a shelfWe reached out to our Service Tech Management team for assistanceOur tech manager contacted MrB [redacted] and discussed his concerns regarding the multiple reschedulesWe assure MrB [redacted] that we appreciate his feedback and it will give us the opportunity to remedy any problem that may exist and help to improve our service furtherOn July 25, Delores H***, Territory Member Advocate Supervisor for Service Unit [redacted] contacted MrsB [redacted] and advised her that the shelf has been pre-orderedMsH [redacted] also offered MrsB [redacted] a $gift card for the inconveniences they experienced due to the rescheduled appointmentsAt this time, MrsB [redacted] has not accepted or declined the offerIf MrsB [redacted] would like to accept the offer, she can contact MsH [redacted] at ( [redacted] With that being said, since we have addressed the issue brought forth in MrB [redacted] complaint, we have closed our file We apologize to MrB [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Tim O [redacted] Dear [redacted] We have completed the investigation of MrO [redacted] complaint regarding his dissatisfaction with the multiple repairs on his refrigerator and his request for a refund It is unfortunate that we failed MrO [redacted] expectations when he recently scheduled a refrigerator repairWe value MrO [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that MrO [redacted] may have experiencedWe want to assure MrO [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Due to the multiple repair attempts, on September 20, MrO [redacted] was authorized for a warranty exchange and new refrigerator was orderedSince the repair was not completed in a timely manner, MrO [redacted] stated that had already purchased a new refrigeratorFor customer satisfaction, the order for the refrigerator exchange was cancelledOn October 5, the refrigerator was returned and we issued MrO [redacted] a full refund via a bank checkWith that being said, since we have addressed the issue brought forth in MrO [redacted] complaint, we have closed our file We apologize to MrO [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [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, Mamie [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] July 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: 9***- Darrell [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***'s complaint regarding his online order and delivery experience It is unfortunate that we failed Mr***'s expectations and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe spoke with Mr [redacted] and apologized for any inconvenience he experienced and offered a $gift card which he acceptedAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponMr [redacted] can expect to receive the gift card in the mail within seven to fourteen business daysIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed, pending his receipt of the gift card We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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 There's really nothing to be done at this point[redacted] the local store owner, did call me to apologize He stated in the conversation that he had received a call from his District Manager telling him to do so He indicated he hadn't even read my statement Since he had made no effort to contact me on his own after the incident occurred, I suppose the actual goal was for him to re-establish rapport with his supervisor This situation involved FOUR appliances, not just a range [redacted] is very fortunate to have a wonderful, courteous sales person named [redacted] who compensates in some degree for my unpleasant experience.Sincerely [redacted] Sincerely, [redacted] ***
June 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the customer service provided by the store when he attempted to return the tractor he had just purchased Upon receipt of Mr [redacted] complaint we reached out to [redacted] ***, Store Manager for Store ***, to assist with Mr [redacted] concernMs [redacted] researched and discovered that the customer had not called the store, but had called delivery service when he had the problem with the tractorMs [redacted] confirmed that the tractor had been returned to the store and a refund for the tractor was issuedOn June 13, Ms [redacted] contacted Mr [redacted] and apologized for any inconvenience this may have causedMs [redacted] also agreed to reimburse Mr [redacted] for the [redacted] rental and he accepted the offerWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] rebuttal regarding his request to be refunded the tax amount of $for a sears.com order that has already been refunded Upon receipt of [redacted] rebuttal, we issued a refund of $to his [redacted] account ending in *** [redacted] may expect this credit to become visible within up to days from the issue date, as posting dates depend solely on the practices of the credit provider [redacted] is welcome to contact me directly if he has any further questions or concerns about this issue or his refund We respectfully ask to have this matter closed since we have noted [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] ***
October 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #11769512–Sarah [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding her bed As Ms [redacted] notes, her item had issues after the time period specified in our return policy had expiredAs such, we are not obligated to provide a refundWe do want to note that the item has a manufacturer’s warranty and the contact information for the manufacturer, ***, is listed in the owner’s manualThat number is (800) 489-We would suggest that Ms [redacted] contact [redacted] an advise that the item has failedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com
November 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Michael [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, non-receipt of a 15% discount for opening a Sears credit card, and his allegation that he has not received a refund for phones purchased from a Marketplace vendor hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that 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 Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return 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 copied it below in case Mr [redacted] has not yet become familiar with it: Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our websiteIf your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears storeYour merchant's profile, which contains their specific return policy, is available via the product page Return policies may vary for products sold and fulfilled by third-party merchants other than SearsSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant Please note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final Our records indicate that each time Mr [redacted] requested the 15% discount on the phones he purchased from [redacted] , sears.com agents informed him that the discount could be applied only to Sears Store purchases or items purchased directly from Sears This information was available to Mr [redacted] when he placed his order and specifically states that the discount is offered “for qualifying purchases made at participating Sears locations and Sears.com for items marked Sold by SearsSee www.sears.com/creditoffers for participating locations.” For this reason, we are unable to honor Mr [redacted] request for the discount on his [redacted] order, and deny his allegation that his order was cancelled to avoid issuing the discount Mr [redacted] is welcome to revisit sears.com to view the details of the discount offer, since it remains the same regardless of whether the amount of the discount varies During our investigation of Mr [redacted] rebuttal, we revealed that he ordered phones over different orders Additionally, we found correspondence from one or more sellers indicating that Mr [redacted] did not reply to their calls or messages and that they would not process any further orders for Mr [redacted] due to this and his placement of an order for the same item that was returned to them Mr [redacted] own email to Sears stated that he was waiting for approval from Sears to return items to the seller, although Sears’ policy directs our customers to work directly with the seller It may also be important to note that only of the tracking numbers Mr [redacted] provided with his rebuttal are valid With that having been said, our records do show that of the phones ordered by Mr [redacted] were returned Refunds of $1,and $1,were issued October 14, 2016, $1,and $were issued on October 19th and 20th, respectively All refunds were issued to Mr [redacted] account ending in *** While we empathize with Mr [redacted] situation, we can only suggest that he contact the seller directly regarding any item he feels he has returned but is not reflected in the refund details listed above, since the seller must confirm the return before a refund can be processed Since we have confirmed that refunds have been issued for each of the items that has been marked as returned, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext***
Revdex.com: This is not my complaint, however I spoke with Tammie directly and we resolved the issueShe was very helpful in resolving this 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, Seth C [redacted]
August 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 her cancelled sears.com order 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 Our records show that on July 17, 2016, we issued a refund check of $instead of a gift card refund, and an additional gift card of $was issued on the same date to give Ms [redacted] a complete refund of $for her gift cards in addition to the credit card refund of $she had already received 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] ***
September 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Issac R*** Dear [redacted] We have completed the investigation of MrR [redacted] complaint regarding the recent purchase of a washer and dryer setAfter reviewing MrR [redacted] complaint and our records, we contacted our delivery department to conduct an audit on the order in questionSince we were able to confirm that MrR [redacted] called within the day return window, we called him on September 11, and had the opportunity to speak with himWe advised MrR [redacted] of our findings and processed the requested exchange for his new dryer item number [redacted] The delivery was scheduled for September 13, Since we were able to provide MrR [redacted] with his requested exchange, we have closed our filesWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
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, Jason ***
Complaint: [redacted] I am rejecting this response because: this response is fine, however sears still needs to change thier sales practicesDont come to someones house and lie to them , put them in a bad situation and then tell them you are doing them a favor by reducing additional costs, receive different quotes for it It you come and say everything will be included and then affect someones credit and have them sign contracts that they cant even read dont promise or quote customers until you have a real HVAC tech come and give an accurate quote initially Sincerely, [redacted]
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Joe [redacted] Dear Ms [redacted] : We have reviewed Mr [redacted] ’s rebuttal complaint regarding his parts order and request for a full refundAlthough Mr [redacted] would prefer us to keep his case open, our agreement with the Revdex.com restricts the length of time a complaint can remain openWe advised Mr [redacted] that we were unable to locate an order for him in our system since July 25, At the time, it was our understanding that Mr [redacted] was dissatisfied with paying an extra $in shipping fees therefore we issued a $check to resolve the matterIn our second response dated August 2, 2016, we asked that he provide us with his order number, correct telephone number, address and name that he used at the time of purchaseHowever, Mr [redacted] ’s next two rebuttals do not include the necessary information we needed to search for his order and resolve this matterAgain, Mr [redacted] has our written commitment to work towards a resolution, as stated in our previous closure lettersHowever, he will need to provide us with an order number and the website he accessed to place the order and any additional information that will help usWe feel that keeping this case open during the interim is unwarrantedWe respectfully ask that this matter remain closedWe 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 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Joseph N [redacted] Dear [redacted] We have completed the investigation of MrN [redacted] complaint regarding his dissatisfaction with the quality of the service provided on his dishwasher and his request for a refund We apologize for the delay in our responseWe contacted MrN [redacted] on November 20, and discussed his concerns on the service providedMrN [redacted] stated that after the technician installed the board, the dishwasher did not workThe technician then repaired the latch and the dishwasher worked; therefore he was requesting a refund for the part and the laborWe advised MrN [redacted] that the technician repaired the latch and he would have to pay the labor chargeHowever, we offered to refund him for the partMrN [redacted] accepted the offer and on November 27, we issued a credit of $to his credit cardWith that being said, since we have addressed the issue brought forth in MrN [redacted] complaint, we have closed our file We apologize to MrN [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] - Leeann [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her Sears Home Warranty We value Ms [redacted] ’s patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret the misinformation she receivedOn receipt of Ms [redacted] ’s complaint we reached out to Cross Country Home Services (CCHS) who is the obligor of the Sears home warrantiesWe confirmed that although Ms [redacted] was informed of the amount to add her garage refrigerator our agent didn’t not explain how to have this done nor was it added at the time Ms [redacted] purchased the warrantyJulia Stephenson, case management specialist from CCHS stated that Ms [redacted] did purchase the additional coverage for her refrigerator recently and she was informed that her standalone ice maker is not coveredSince we have addressed Ms [redacted] ’s complaint we have closed our file Again, we apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Vanessa.L[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Contact Name and Title: [redacted] Contact Email: [redacted] April 15, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the multiple repair attempts on his laundry center We have spoken to [redacted] in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has an atypical situation like [redacted] , and we are pursuing solutions that will provide better options for our customers when these issues occurBecause we value [redacted] patronage, we have agreed to replace his laundry center under his Master ProtectionWe have authorized him $1,to use towards the replacement of his new laundry center and have both called [redacted] as well as sent an email with instructions as to how to exchange the unitBecause we are in the process of exchanging [redacted] laundry center, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
November 24, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] ’s rebuttal to our previous response Prior to receiving Ms [redacted] follconcerns, she accepted refrigerator model [redacted] as replacement for her mother’s refrigerator Our records show that the new unit was delivered on November 18, Additionally, the remaining MPA coverage on her mother’s refrigerator is being transferred to the new refrigerator, as well as an additional one year of coverage for customer satisfaction Since it is our understanding that [redacted] and her mother [redacted] are satisfied with the aforementioned resolution, we ask that this matter be closed.Again, we apologize to [redacted] and [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
January 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her dryer repair It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, 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 network We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance Our records show that they were able to move Ms [redacted] appointment to January 13, Furthermore, the technician was able to complete the repair to Ms [redacted] dryer with the installation of a new timer and relay While we empathize with Ms [redacted] , we are unable to refund her for her expired protection agreements However, if Ms [redacted] feels that we are unable to meet her service expectations, she can cancel her current agreements and receive pro-rated refunds If Ms [redacted] would like to explore this option, she can contact our Protection Agreement department at ( [redacted] In the interim, since we have completed the repair to Ms [redacted] dryer, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
July 27, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] * James B [redacted] Dear MsV [redacted] We have completed the investigation of MrB [redacted] complaint regarding his dissatisfaction with the multiple rescheduled service appointments to repair his refrigerator and the customer service he received It is unfortunate that we failed MrBr [redacted] expectations when he recently scheduled a refrigerator repairWe value MrB [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that MrB [redacted] may have experienced Upon receipt of MrB [redacted] complaint and reviewed the service orders related to his refrigeratorAccording to our records, the refrigerator repair was completed on July 13, However, on July 18, another service was scheduled to replace a shelfWe reached out to our Service Tech Management team for assistanceOur tech manager contacted MrB [redacted] and discussed his concerns regarding the multiple reschedulesWe assure MrB [redacted] that we appreciate his feedback and it will give us the opportunity to remedy any problem that may exist and help to improve our service furtherOn July 25, Delores H***, Territory Member Advocate Supervisor for Service Unit [redacted] contacted MrsB [redacted] and advised her that the shelf has been pre-orderedMsH [redacted] also offered MrsB [redacted] a $gift card for the inconveniences they experienced due to the rescheduled appointmentsAt this time, MrsB [redacted] has not accepted or declined the offerIf MrsB [redacted] would like to accept the offer, she can contact MsH [redacted] at ( [redacted] With that being said, since we have addressed the issue brought forth in MrB [redacted] complaint, we have closed our file We apologize to MrB [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, M [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Tim O [redacted] Dear [redacted] We have completed the investigation of MrO [redacted] complaint regarding his dissatisfaction with the multiple repairs on his refrigerator and his request for a refund It is unfortunate that we failed MrO [redacted] expectations when he recently scheduled a refrigerator repairWe value MrO [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that MrO [redacted] may have experiencedWe want to assure MrO [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Due to the multiple repair attempts, on September 20, MrO [redacted] was authorized for a warranty exchange and new refrigerator was orderedSince the repair was not completed in a timely manner, MrO [redacted] stated that had already purchased a new refrigeratorFor customer satisfaction, the order for the refrigerator exchange was cancelledOn October 5, the refrigerator was returned and we issued MrO [redacted] a full refund via a bank checkWith that being said, since we have addressed the issue brought forth in MrO [redacted] complaint, we have closed our file We apologize to MrO [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [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, Mamie [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] July 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: 9***- Darrell [redacted] Dear Ms [redacted] , We have completed the investigation of Mr***'s complaint regarding his online order and delivery experience It is unfortunate that we failed Mr***'s expectations and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe spoke with Mr [redacted] and apologized for any inconvenience he experienced and offered a $gift card which he acceptedAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponMr [redacted] can expect to receive the gift card in the mail within seven to fourteen business daysIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed, pending his receipt of the gift card We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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 There's really nothing to be done at this point[redacted] the local store owner, did call me to apologize He stated in the conversation that he had received a call from his District Manager telling him to do so He indicated he hadn't even read my statement Since he had made no effort to contact me on his own after the incident occurred, I suppose the actual goal was for him to re-establish rapport with his supervisor This situation involved FOUR appliances, not just a range [redacted] is very fortunate to have a wonderful, courteous sales person named [redacted] who compensates in some degree for my unpleasant experience.Sincerely [redacted] Sincerely, [redacted] ***
June 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the customer service provided by the store when he attempted to return the tractor he had just purchased Upon receipt of Mr [redacted] complaint we reached out to [redacted] ***, Store Manager for Store ***, to assist with Mr [redacted] concernMs [redacted] researched and discovered that the customer had not called the store, but had called delivery service when he had the problem with the tractorMs [redacted] confirmed that the tractor had been returned to the store and a refund for the tractor was issuedOn June 13, Ms [redacted] contacted Mr [redacted] and apologized for any inconvenience this may have causedMs [redacted] also agreed to reimburse Mr [redacted] for the [redacted] rental and he accepted the offerWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] rebuttal regarding his request to be refunded the tax amount of $for a sears.com order that has already been refunded Upon receipt of [redacted] rebuttal, we issued a refund of $to his [redacted] account ending in *** [redacted] may expect this credit to become visible within up to days from the issue date, as posting dates depend solely on the practices of the credit provider [redacted] is welcome to contact me directly if he has any further questions or concerns about this issue or his refund We respectfully ask to have this matter closed since we have noted [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] ***
October 28, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #11769512–Sarah [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s complaint regarding her bed As Ms [redacted] notes, her item had issues after the time period specified in our return policy had expiredAs such, we are not obligated to provide a refundWe do want to note that the item has a manufacturer’s warranty and the contact information for the manufacturer, ***, is listed in the owner’s manualThat number is (800) 489-We would suggest that Ms [redacted] contact [redacted] an advise that the item has failedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie[redacted] @searshc.com