Revdex.com: There was no resolution Sears needs to implement a system to make sure that their service techs are properly trained and know the policy and procedure like the back of their hand It is obvious to me that Sears does not care about its customers If they did there would not be as many online complaints about them as there are Sincerely, [redacted]
July 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Marion L [redacted] Dear Ms [redacted] We have completed our review of MsL [redacted] rebuttal complaint regarding her service experience and non-receipt of a gift card As stated in our previous response, Sears does not make any promise that service will be provided within a certain time frame or dateOn June 16, 2017, Sears Service did offer to reschedule however MsL [redacted] declined rescheduling and only accepted the gift cardAdditionally, Sears Service made another attempt on June 17, 2017, to reschedule but were only able to leave a voicemailIt was not until June 19, 2017, when MsL [redacted] returned Sears’ call and requested service on the 20th or 21stHowever, again at that point those dates were booked and unavailableOur records show that MsL [redacted] decided to cancel the service requestWe understand that MsL [redacted] dissatisfaction may cause a subsequent loss of sales for Sears and we do not take this lightly We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MsL [redacted] expectationsIn reference to the gift card offer, our records show that the gift card was sent on June 16, Sears Corporate Gift Cards researched this matter and have re-processed the replacement gift cardThe gift card will be mailed within business days which means MsL [redacted] can expect to receive the card by July 20, We have noted MsL [redacted] comments and respectfully ask this complaint to be closed, pending the receipt of the new gift card 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 6, 2016 RevDex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] BBB File No: [redacted] Via 1st Class US Postage Via email: [redacted] Dear [redacted] This letter serves to provide you... with an update regarding [redacted] complaint. I have corresponded with the maintenance department and we are going to be repairing the part under warranty. We are corresponding with the customer in regards to scheduling. I will update you accordingly. Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
May 25, [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 canceled lease The administrator of this lease, [redacted] (WNLI) has issued a check for the mount of the initial payment or $and Md [redacted] should receive it within 10-business days We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her rangeIt is unfortunate that we failed Ms [redacted] ’s expectations when she called Sears for service on her range 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 Sears and Sears Home ServicesWe can assure Ms [redacted] that her concerns have been forwarded to management of the local service unit 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 that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on September 22nd when a previously ordered control board was installedAfter the board was installed the unit was tested and was found to be operating as designedSince we have completed the service to Ms [redacted] ’s range, we respectfully request that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
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, Vincent O***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Joseph P [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his grill We apologize for any misunderstandingThe burners Mr [redacted] needed have been sent to his home free of charge and the estimated arrival date is October 12, Accordingly, we ask that this matter be considered closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) ***- [redacted] Tammie[redacted] @searshc.com
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Bo [redacted] Dear Ms [redacted] , We have Mr**'s rebuttal complaint regarding his non-receipt of a refund gift card for an online order Since Mr [redacted] indicated that he had not received the two separate gift cards that were mailed on July 13, 2015, we contacted Sears Online SolutionsSupport Specialist Jeremy [redacted] indicated that an online agent devalued the two gift cards that were previously sent and re-issued a new gift card for the full amount of $This refund was processed on August 31, 2015, and shipped out via UPSMr [redacted] should receive the gift card within to business days from that dateIf Mr [redacted] has not received the gift card by September 9, 2015, then we ask that he contact us directly at 512- [redacted] or via email at Eligia[redacted] @searshc.comIn the interim, we have noted Mr**'s concerns and respectfully ask to have this matter closed 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
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorBrenda Pearson, Sears Home Services, Support Specialist provided the following response: When the technician arrived at Ms [redacted] ’s home he noticed that fill tube was frozen, therefore it needed to be defrostedAfter the fill tube was defrosted the technician ran a cycle to ensure that the water/ice maker were properly workingHe also explained to Ms [redacted] how to run a cycle to get rid of any air pockets that could end up in the water line after the filter has been changedThe technician also gave Ms [redacted] his telephone number and she is supposed to contact him if she has any additional concernsSince it is our understanding that the unit was operating as designed, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: Of course Sears doesn't have record of a manager telling me to lie to [redacted] , they didn't even bother to ask what store I was speaking withI do have email documentation of an online support specialist recommending that I lie to [redacted] in order to replace the parts for free Documentation I could share if Sears showed interest or concern in such an issue Sincerely, [redacted] ***
August 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dustin H [redacted] - [redacted] Dear [redacted] We have completed our investigation of MrH [redacted] complaint regarding a canceled dishwasher repair It is regrettable that we failed MrH [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasherWe value MrH [redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused MrH [redacted] Upon receiving MrH [redacted] complaint, we contacted the local service unit for assistance Stephanie G [redacted] responded that she has tried to reach MrH [redacted] to schedule a part pick-up Once the last part is picked up, a refund for $will be issued We ask that MrH [redacted] call MsG [redacted] at ( [redacted] to make arrangements for the part pick up as soon as possible In the interim, since we have committed to provide MrH [redacted] with a refund, contingent upon the return of the part, we ask that this matter be closed Again, we apologize to MrH [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
January 24, [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 and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] ***, Winchester VA 22602, Email: [redacted] and telephone number ( [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details We forwarded the complaint filed and the seller [redacted] replied stating that they spoke with Ms [redacted] regarding the tracking number which showed that the item was delivered to her homeThe seller explained that Ms [redacted] indicated that someone must have stolen package off of her porchThe seller asked Ms [redacted] to contact the [redacted] to start a claim with them and then to get back with the sellerHowever, [redacted] never heard back from Ms [redacted] Regardless, as a onetime courtesy exception the seller agreed to issue the refundThe refund was processed on January 20, 2017, under return receipt number [redacted] for $The credit should post to her account within to business daysIn closure, since an equitable resolution has been provided, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding her dissatisfaction with Sears’ attempts to repair her washer and her subsequent request for a replacement As Clarification, the Master Protection Agreement MsH [redacted] purchased for her washer specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit When MsH [redacted] first contacted Sears to request a replacement, our records confirmed that Sears had completed a total of service orders since her purchase date of May 9, However, although each service order did include the replacement of parts, she had not yet met the above-mentioned requirement of separate product failures with functional part replacement It is for this reason she was asked to allow one more repair attempt The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit After completing her purchase, MsH [redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her washer meet the aforementioned guidelines With this having been said, MsH [redacted] request for a replacement washer was authorized by Executive Member Services on May 5, 2017, and our records show that she selected a new washer on May 8th MsH [redacted] is welcome to contact Sears Protection Agreement Benefits Administration at [redacted] with any further questions she may have about her coverage Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MsH [redacted] purchased for her washer, 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, [redacted] Regulatory Complaint Specialist [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding repairs for his refrigeratorWe have attempted to contact Mr [redacted] regarding his repair experience for his refrigeratorHowever, despite leaving messages to contact the service unit directly at [redacted] as of today he has not responded Our records do show that service was completed on March 24, and we have had no contact from Mr [redacted] since that date stating that he is still having issues with the refrigerator not coolingIf Mr [redacted] still requires assistance, he can contact me via email at [redacted] or via phone at [redacted] or the service unit directly at [redacted] and we will be happy to assist him further In the interim, we will consider Mr [redacted] matter closed, pending his responseWe apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [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, Judy R [redacted]
July 15, [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 vacuum cleaner As clarification, the seller Mr [redacted] made his purchase from is not authorized retailer of [redacted] productsAny warranty claims or issues would need to be addressed with that sellerThat said, we have sent a replacement wand free of charge to Mr [redacted] home address as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his washerSears Home Services records indicate that repairs to [redacted] washer were completed during a service call that was completed on July 22, During the service call the technician indicated that he repaired a drain pump hose After the hose was reinstalled the washer was tested and was found to be operating as designedRegarding the damage to the home, [redacted] is aware that Sears has referred his damage claim to our third party claims examinerOnce it was called in to [redacted] the claim was given a claim number of [redacted] The claim has been assigned to [redacted] who can be reached at [redacted] or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] ’s actionsTheir decision is immutableIf [redacted] has any further questions in regards to his claim, she would need to contact his case worker at [redacted] Although we empathize with [redacted] frustrations, we are not in a position to offer him any assistanceThat said we ask that this complaint be closedWe 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 Claims Specialist Sears Holdings Corporation [redacted]
June 30, [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 and request for a refund We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in the order we found that Sears Online had already processed a refund $back to her [redacted] account on June 27, 2016, for the first orderAdditionally, another adjustment of $was credited for the same order today June 30, Ms [redacted] should see these credits post to her account within to business daysIn the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Ms [redacted] complaint regarding a recent purchase Unfortunately, there are times when items are put back into a wrong location if they decide not to keep an itemWe feel that is what happened here since all of the items Ms [redacted] purchased were correctly discounted according to type since each line is discounted in different amounts at timesFor instance, toys, such as the one Ms [redacted] purchased were 30% off and there were signs indicating thisThese signs were pointed out to Ms [redacted] when she was visited, but did not seem to make a difference in her opinion that something untoward had occurredHowever, we are issuing a check for the $in question in the interest of consumer satisfactionThis check should arrive at her home address within 10-business daysIn light of the aforementioned information, we have closed our file 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] Sears Holdings Corporation Regulatory Complaint Specialist [redacted]
Revdex.com: There was no resolution Sears needs to implement a system to make sure that their service techs are properly trained and know the policy and procedure like the back of their hand It is obvious to me that Sears does not care about its customers If they did there would not be as many online complaints about them as there are Sincerely, [redacted]
July 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Marion L [redacted] Dear Ms [redacted] We have completed our review of MsL [redacted] rebuttal complaint regarding her service experience and non-receipt of a gift card As stated in our previous response, Sears does not make any promise that service will be provided within a certain time frame or dateOn June 16, 2017, Sears Service did offer to reschedule however MsL [redacted] declined rescheduling and only accepted the gift cardAdditionally, Sears Service made another attempt on June 17, 2017, to reschedule but were only able to leave a voicemailIt was not until June 19, 2017, when MsL [redacted] returned Sears’ call and requested service on the 20th or 21stHowever, again at that point those dates were booked and unavailableOur records show that MsL [redacted] decided to cancel the service requestWe understand that MsL [redacted] dissatisfaction may cause a subsequent loss of sales for Sears and we do not take this lightly We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MsL [redacted] expectationsIn reference to the gift card offer, our records show that the gift card was sent on June 16, Sears Corporate Gift Cards researched this matter and have re-processed the replacement gift cardThe gift card will be mailed within business days which means MsL [redacted] can expect to receive the card by July 20, We have noted MsL [redacted] comments and respectfully ask this complaint to be closed, pending the receipt of the new gift card 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 6, 2016 RevDex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] BBB File No: [redacted] Via 1st Class US Postage Via email: [redacted] Dear [redacted] This letter serves to provide you... with an update regarding [redacted] complaint. I have corresponded with the maintenance department and we are going to be repairing the part under warranty. We are corresponding with the customer in regards to scheduling. I will update you accordingly. Thank you for your time, effort and patience during the investigation process. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
May 25, [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 canceled lease The administrator of this lease, [redacted] (WNLI) has issued a check for the mount of the initial payment or $and Md [redacted] should receive it within 10-business days We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her rangeIt is unfortunate that we failed Ms [redacted] ’s expectations when she called Sears for service on her range 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 Sears and Sears Home ServicesWe can assure Ms [redacted] that her concerns have been forwarded to management of the local service unit 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 that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on September 22nd when a previously ordered control board was installedAfter the board was installed the unit was tested and was found to be operating as designedSince we have completed the service to Ms [redacted] ’s range, we respectfully request that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
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, Vincent O***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
October 4, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Joseph P [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his grill We apologize for any misunderstandingThe burners Mr [redacted] needed have been sent to his home free of charge and the estimated arrival date is October 12, Accordingly, we ask that this matter be considered closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) ***- [redacted] Tammie[redacted] @searshc.com
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Bo [redacted] Dear Ms [redacted] , We have Mr**'s rebuttal complaint regarding his non-receipt of a refund gift card for an online order Since Mr [redacted] indicated that he had not received the two separate gift cards that were mailed on July 13, 2015, we contacted Sears Online SolutionsSupport Specialist Jeremy [redacted] indicated that an online agent devalued the two gift cards that were previously sent and re-issued a new gift card for the full amount of $This refund was processed on August 31, 2015, and shipped out via UPSMr [redacted] should receive the gift card within to business days from that dateIf Mr [redacted] has not received the gift card by September 9, 2015, then we ask that he contact us directly at 512- [redacted] or via email at Eligia[redacted] @searshc.comIn the interim, we have noted Mr**'s concerns and respectfully ask to have this matter closed 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
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorBrenda Pearson, Sears Home Services, Support Specialist provided the following response: When the technician arrived at Ms [redacted] ’s home he noticed that fill tube was frozen, therefore it needed to be defrostedAfter the fill tube was defrosted the technician ran a cycle to ensure that the water/ice maker were properly workingHe also explained to Ms [redacted] how to run a cycle to get rid of any air pockets that could end up in the water line after the filter has been changedThe technician also gave Ms [redacted] his telephone number and she is supposed to contact him if she has any additional concernsSince it is our understanding that the unit was operating as designed, we ask that this complaint be closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: Of course Sears doesn't have record of a manager telling me to lie to [redacted] , they didn't even bother to ask what store I was speaking withI do have email documentation of an online support specialist recommending that I lie to [redacted] in order to replace the parts for free Documentation I could share if Sears showed interest or concern in such an issue Sincerely, [redacted] ***
August 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dustin H [redacted] - [redacted] Dear [redacted] We have completed our investigation of MrH [redacted] complaint regarding a canceled dishwasher repair It is regrettable that we failed MrH [redacted] expectations when he recently contacted Sears Home Services to repair his dishwasherWe value MrH [redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused MrH [redacted] Upon receiving MrH [redacted] complaint, we contacted the local service unit for assistance Stephanie G [redacted] responded that she has tried to reach MrH [redacted] to schedule a part pick-up Once the last part is picked up, a refund for $will be issued We ask that MrH [redacted] call MsG [redacted] at ( [redacted] to make arrangements for the part pick up as soon as possible In the interim, since we have committed to provide MrH [redacted] with a refund, contingent upon the return of the part, we ask that this matter be closed Again, we apologize to MrH [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
January 24, [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 and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] ***, Winchester VA 22602, Email: [redacted] and telephone number ( [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details We forwarded the complaint filed and the seller [redacted] replied stating that they spoke with Ms [redacted] regarding the tracking number which showed that the item was delivered to her homeThe seller explained that Ms [redacted] indicated that someone must have stolen package off of her porchThe seller asked Ms [redacted] to contact the [redacted] to start a claim with them and then to get back with the sellerHowever, [redacted] never heard back from Ms [redacted] Regardless, as a onetime courtesy exception the seller agreed to issue the refundThe refund was processed on January 20, 2017, under return receipt number [redacted] for $The credit should post to her account within to business daysIn closure, since an equitable resolution has been provided, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
June 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of MsH [redacted] complaint regarding her dissatisfaction with Sears’ attempts to repair her washer and her subsequent request for a replacement As Clarification, the Master Protection Agreement MsH [redacted] purchased for her washer specifically states that, “we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement.” The Agreement goes on to explain that “Product failure will be determined by us” and that “Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall.” The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visit When MsH [redacted] first contacted Sears to request a replacement, our records confirmed that Sears had completed a total of service orders since her purchase date of May 9, However, although each service order did include the replacement of parts, she had not yet met the above-mentioned requirement of separate product failures with functional part replacement It is for this reason she was asked to allow one more repair attempt The Master Protection Agreement is a repair agreement, foremost, which under stringent guidelines offers replacement as a secondary benefit After completing her purchase, MsH [redacted] was provided with full documentation of the Agreement terms, which included complete instructions, an address and a telephone number for requesting a replacement, should her washer meet the aforementioned guidelines With this having been said, MsH [redacted] request for a replacement washer was authorized by Executive Member Services on May 5, 2017, and our records show that she selected a new washer on May 8th MsH [redacted] is welcome to contact Sears Protection Agreement Benefits Administration at [redacted] with any further questions she may have about her coverage Since we have provided services relative and appropriate to the terms of the Master Protection Agreement MsH [redacted] purchased for her washer, 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, [redacted] Regulatory Complaint Specialist [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Mr [redacted] complaint regarding repairs for his refrigeratorWe have attempted to contact Mr [redacted] regarding his repair experience for his refrigeratorHowever, despite leaving messages to contact the service unit directly at [redacted] as of today he has not responded Our records do show that service was completed on March 24, and we have had no contact from Mr [redacted] since that date stating that he is still having issues with the refrigerator not coolingIf Mr [redacted] still requires assistance, he can contact me via email at [redacted] or via phone at [redacted] or the service unit directly at [redacted] and we will be happy to assist him further In the interim, we will consider Mr [redacted] matter closed, pending his responseWe apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [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, Judy R [redacted]
July 15, [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 vacuum cleaner As clarification, the seller Mr [redacted] made his purchase from is not authorized retailer of [redacted] productsAny warranty claims or issues would need to be addressed with that sellerThat said, we have sent a replacement wand free of charge to Mr [redacted] home address as a courtesyIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his washerSears Home Services records indicate that repairs to [redacted] washer were completed during a service call that was completed on July 22, During the service call the technician indicated that he repaired a drain pump hose After the hose was reinstalled the washer was tested and was found to be operating as designedRegarding the damage to the home, [redacted] is aware that Sears has referred his damage claim to our third party claims examinerOnce it was called in to [redacted] the claim was given a claim number of [redacted] The claim has been assigned to [redacted] who can be reached at [redacted] or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] ’s actionsTheir decision is immutableIf [redacted] has any further questions in regards to his claim, she would need to contact his case worker at [redacted] Although we empathize with [redacted] frustrations, we are not in a position to offer him any assistanceThat said we ask that this complaint be closedWe 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 Claims Specialist Sears Holdings Corporation [redacted]
June 30, [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 and request for a refund We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterAfter reviewing the notes in the order we found that Sears Online had already processed a refund $back to her [redacted] account on June 27, 2016, for the first orderAdditionally, another adjustment of $was credited for the same order today June 30, Ms [redacted] should see these credits post to her account within to business daysIn the interim, since a refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Mrs [redacted] We have completed our investigation of Ms [redacted] complaint regarding a recent purchase Unfortunately, there are times when items are put back into a wrong location if they decide not to keep an itemWe feel that is what happened here since all of the items Ms [redacted] purchased were correctly discounted according to type since each line is discounted in different amounts at timesFor instance, toys, such as the one Ms [redacted] purchased were 30% off and there were signs indicating thisThese signs were pointed out to Ms [redacted] when she was visited, but did not seem to make a difference in her opinion that something untoward had occurredHowever, we are issuing a check for the $in question in the interest of consumer satisfactionThis check should arrive at her home address within 10-business daysIn light of the aforementioned information, we have closed our file 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] Sears Holdings Corporation Regulatory Complaint Specialist [redacted]