July 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] rebuttal, we escalated her concerns to [redacted] Auto Center Manager of store# who states the following: Throughout the entire process of the job being done, Chris, the Assistant Auto Center Manager, did inform Ms [redacted] boyfriend, whom was waiting for the vehicle, of all issues that did arise He was aware of what exactly was being done and time lengths However, due to the customer having to return back to the Auto Center, we can refund 50% of her bill being a total of $ That being said, because we have addressed Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: Sergio [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ' complaint regarding Sears Garage Solutions Rhonda [redacted] , Sears Garage Solutions, Support Specialist provided the following response: Thea ***, Senior Quality Control Manager, Sears Garage Solutions, provided the following response: It is unfortunate that we failed Mr [redacted] 's expectations when he called Sears Garage Solutions for service on his garage doorWe value Mr [redacted] 's patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns have been forwarded to management of the local office for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleIf Mr [redacted] has any additional concerns he can reach me at [redacted] That said we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam [redacted] @searshc.com
December 6, [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 recent online order experience and request for a return and refund It is unfortunate that we failed Mr [redacted] expectations when he attempted to have the damaged item returnedWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the order, we have submitted a request to send him a return label via emailMr [redacted] will receive this email shortly and he can return the package immediately for a refundAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since a return label has been sent to Mr [redacted] and a refund will be issued once the item is returned, 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
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] request regarding food loss coverage from an issue with her refrigerator in It is important to take a moment to explain the Food Loss coverage as it is laid out in the terms and conditions of the Master Protection AgreementSection of the terms and conditions of the Sears protection agreements state: FOOD LOSS REIMBURSEMENT FOR REFRIGERATORS AND FREEZERSDuring the Term of this Agreement we will reimburse you for any food spoilage that is the result of a mechanical failure of the Covered ProductThe mechanical failure must be verified by usYou must file your claim within fourteen (14) days from the date the loss was verified Ms [redacted] refrigerator was replaced in due to a structural defect; it was found that the refrigerator was lacking sufficient insulation on the left side of the cabinetThe tech notes state the temperature in the freezer to be degrees and degrees in the refrigerator indicating the refrigerator was not experiencing a mechanical failure meaning it was not able to keep food either frozen or refrigeratedAt no time did Ms [redacted] refrigerator stop working causing her to lose food therefore she did not qualify for food loss in Since our records indicate at no time did Ms [redacted] refrigerator suffer a mechanical defect and per the terms and conditions she did not qualify for food loss we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] While I remain very unhappy with the extensive delay in communication from my initial contact with the company, I nevertheless agree that final resolution is best sought with the owner of the property Sincerely, ***t ***
September 16, Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his allegation that the dishwasher that he purchased at our outlet store was delivered damaged, and that the store is not assisting We reached out to David [redacted] Store Manager for Outlet Store ***, to assist with Mr [redacted] complaintMr [redacted] confirmed that the dishwasher was not damaged at the time of selectionMr [redacted] contacted our delivery team regarding the damage and they stated that Mrs [redacted] *igned for the delivery and there are no notes regarding any damageAs a good-will gesture, Mr [redacted] contacted Mr [redacted] and offered to exchange the dishwasher or to compensate him for the damageMr [redacted] decided to keep the damaged dishwasher and accepted a $credit insteadOn September 16, Mr [redacted] issued the credit and Mr [redacted] should receive the bank check within – business daysWith that being said, since we have addressed the issue brought forth in Mr [redacted] s complaint, we have closed our file 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]
March 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Martin JP [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding his dissatisfaction with the failure of his refrigerator and a back order on the part needed to complete a repair We have reviewed both Sears’ response and MrP [redacted] rebuttal, and we do not find that MrP [redacted] has brought any new information to his complaint While we understand that he was dissatisfied with the service he received, he has been provided with a representative, Nancy R [redacted] , to act as a single point of contact for his concerns With this having been said, Sears does not manufacture any parts Therefore, we do not have any jurisdiction over the delivery of any parts that can only be provided by the manufacturer As an apology for this experience, MsR [redacted] has waived the labor fee and provided MrP [redacted] with 150,Shop Your Way Rewards points (a $value), which he may use to purchase a compact refrigerator for use while he waits for a repair or another item of his choice While we do empathize with MrP [redacted] situation, filing a complaint with the Revdex.com or any other regulatory agency is not a guarantee that a consumer will receive their preferred resolution Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are within our power to grant In MrP [redacted] case we do apologize that we have failed his expectations, but we feel the aforementioned concessions along with the completion of a repair is a resolution commensurate to the circumstances We respectfully ask to have this complaint file closed pending the completion of the proposed repair We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
(The consumer indicated he/she ACCEPTED the response from the business.) Sears completed an exchange of the refrigerator and also promised to add an additional extended warranty
February 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 the cancelation of her order of a [redacted] mixer As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted We would also note that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case Ms [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN Placing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” So this means that whether the merchandise was in stock or not, since it was clearly a pricing error we would not have been obligated to fulfill Ms [redacted] orderMs [redacted] seems to imply that someone she knows was given the mixer for that price, but that is not our policy and we are not obligated to honor the incorrect priceWe did see that due to a processing error, Ms [redacted] refund was short the $she mentionedA credit for that amount was issued to her account today We ask that she allow 7-business days for that credit to reflect As this decision is in compliance with our posted terms and conditions of use, we have closed our file We apologize to Ms [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted] Email: [redacted]
June 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the cordless leaf blower As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe receipt that Ms [redacted] was provided clearly states the following “Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or an associate for details.” With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms [redacted] purchased the leaf blower on May 16, 2016, and attempted to return it on June 19, she was clearly over the 30-day “hassle-free” return period However, after the Sears hassle-free 30-day return/exchange period has expired, the leaf blower is covered by the manufacturer’s warrantySince Ms [redacted] mentioned in her complaint that the leaf blower was malfunctioningThe leaf blower does have a year warranty on the battery and year warranty on the unitThe warranty states that with proof of sale, a defective product will be replacedMs [redacted] cannot return the leaf blower but if it is malfunctioning then we will exchange it as per the warranty [redacted] Store Manager for store [redacted] made multiple attempts to contact Ms [redacted] and left voicemails with his contact informationSince she has not responded, we are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with herShe may contact Store Manager [redacted] In the interim, we will consider this matter closed, pending her response We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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, William ***
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Rickie [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a washer purchased from the Rancho Cordova Sears Outlet Danielle [redacted] , Manager of the Rancho Cordova Sears Outlet, provide the following response: Mr [redacted] returned the washer noted in his complaint to the store with the shipping bolts still installedIf he would have removed the shipping bolts, as he was informed by our merchandise pick up and sales associate prior to leaving the store, he would not had any concernsWe removed the washer from where Mr [redacted] left it on the sales floor and have processed a credit to his Visa card ending in That said, we ask that this complaint be closed We apologize to and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
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 I received the check today Sincerely, [redacted]
October 18, 2017 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Carol B*** Dear [redacted] :We have completed the investigation of Ms. B [redacted] complaint regarding her customer service experience upon the delivery and install... of her purchased appliance.After reviewing Ms. B***’ complaint, we contacted the District Store Manager Jim T [redacted] to inquire the status of Ms. B [redacted] damage claim. It our understanding that Ms. B [redacted] claim has been turned over to the sub-contractor’s insurance to resolve legally. Our office was advised that if Ms. B [redacted] has any questions or concerns regarding her claim status, she may contact the Store Owner Phillip B [redacted] at [redacted] Since we were able to confirm with the Store Owner that Ms. B [redacted] claim is being investigated, we have closed our files.We 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
Contact Name and Title: MELISSA [redacted] August 17, 2015 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. # [redacted] Chicago, IL 60611 Re: Russell [redacted] - # 94 [redacted] Dear Ms. [redacted] : We have completed... our investigation Mr. [redacted] complaint regarding his dissatisfaction with Sears Parts Direct. Upon receiving Mr. [redacted] complaint, we contacted Penny [redacted] with Parts Direct for assistance. Ms. [redacted] immediately called Mr. [redacted] regarding his concerns. Ms. [redacted] explained to Mr. [redacted] that the part was on backorder from the manufacturer, Whirlpool, until at least August 13, 2015. Although Mr. [redacted] should have received an automated email stating that the part is on backorder, Mr. [redacted] states he never received the email. Ms. [redacted] further explained to Mr. [redacted] that all orders are charged to a credit card when the order is placed; otherwise, the manufacturer will not process the order or ship the part. Ms. [redacted] checked with the manufacturer again on August 14, 2015, and found that the part is still on backorder. She subsequently spoke with Mr. [redacted] and he indicated that he did not want to wait any longer for the part; therefore, she canceled the order and processed a refund for $55.94, which should post to his account within the next few days. Mr. [redacted] advised Ms. [redacted] that he was very disappointed with Sears and then disconnected the call. With that said, since Mr. [redacted] has been issued a refund for his canceled part order that was on backorder from the manufacturer, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 4, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [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 layaway payments.It is unfortunate that we failed Ms [redacted] expectations when she recently used Sears layaway We value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that our store issued a refund of $by check to Ms [redacted] on August 23, Although the business day mailing period we require before reissuing or investigating a refund had not yet passed, Ms [redacted] contacted sears.com to request the refund again on September 14, 2016, and was issued a second refund of $to her [redacted] ending in [redacted] In addition to these two refunds, our records indicate that Ms [redacted] disputed charges through her credit provider and a chargeback of $was granted by Sears on September 22, Therefore, Ms [redacted] paid a total of $150.00, but at this time it appears that she was provided with refunds of at least $As such, we are unable to honor Ms [redacted] request for a refund of $ We respectfully ask to have this matter closed, since we have noted Ms [redacted] comments and no further refunds or compensation will be offeredWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
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, Susan J [redacted]
August 19, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case #: 94565690/ Mark [redacted] Via: Revdex.com Website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerPursuant to Mr [redacted] 's request we have resolved his concerns and he is satisfied At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800- [redacted] ***, or via email at Melissa [redacted] @searshomepro.com Sincerely, Melissa [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mark [redacted]
Tell us why here...August 18, Revdex.com Attn: Nita [redacted] North Wabash Ave Suite [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case No.: [redacted] 9l Via: [redacted] @chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We have been unable to resolve Mr [redacted] damage complaint and have turned it over to our claims management firm, SedgwickThey will work with the customer to resolve the matterWe will continue to assist Sedgwick as requestedHowever, we will not be able to provide any updates as we will no longer have ownership of the fileAccordingly, we ask that you close your file If you have any questions, please contact me directly at [redacted] or via email at [redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mr [redacted] /1st class postage
Complaint: [redacted] I am rejecting this response because: Your company is refusing to take responsibility for what it's employees are promising it's customers in order to obtain a saleWe made this purchase with your company because we were told we would get the points for itThe man who sold us the washer and dryer promised we would receive the points and was also confirmed when we called the customer service line and we were assured that we would receive themYour Tucson mall sales representative also assured us I believe his name was MikeYour offer of points is very condescending and your response is cold and uncaringIf your company had actually done an investigation you would have pulled our profile and looked at the notes each representative made when we calledThis is the worst customer service experience I have ever had and I will be sharing my review on all social media, clearly your company is not honorable Sincerely, [redacted] ***
July 18, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding her recent visit to one of our auto centers Upon receiving Ms [redacted] rebuttal, we escalated her concerns to [redacted] Auto Center Manager of store# who states the following: Throughout the entire process of the job being done, Chris, the Assistant Auto Center Manager, did inform Ms [redacted] boyfriend, whom was waiting for the vehicle, of all issues that did arise He was aware of what exactly was being done and time lengths However, due to the customer having to return back to the Auto Center, we can refund 50% of her bill being a total of $ That being said, because we have addressed Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: Sergio [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ' complaint regarding Sears Garage Solutions Rhonda [redacted] , Sears Garage Solutions, Support Specialist provided the following response: Thea ***, Senior Quality Control Manager, Sears Garage Solutions, provided the following response: It is unfortunate that we failed Mr [redacted] 's expectations when he called Sears Garage Solutions for service on his garage doorWe value Mr [redacted] 's patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that his concerns have been forwarded to management of the local office for review, so future problems of this nature can be avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleIf Mr [redacted] has any additional concerns he can reach me at [redacted] That said we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam [redacted] @searshc.com
December 6, [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 recent online order experience and request for a return and refund It is unfortunate that we failed Mr [redacted] expectations when he attempted to have the damaged item returnedWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the order, we have submitted a request to send him a return label via emailMr [redacted] will receive this email shortly and he can return the package immediately for a refundAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, since a return label has been sent to Mr [redacted] and a refund will be issued once the item is returned, 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
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] request regarding food loss coverage from an issue with her refrigerator in It is important to take a moment to explain the Food Loss coverage as it is laid out in the terms and conditions of the Master Protection AgreementSection of the terms and conditions of the Sears protection agreements state: FOOD LOSS REIMBURSEMENT FOR REFRIGERATORS AND FREEZERSDuring the Term of this Agreement we will reimburse you for any food spoilage that is the result of a mechanical failure of the Covered ProductThe mechanical failure must be verified by usYou must file your claim within fourteen (14) days from the date the loss was verified Ms [redacted] refrigerator was replaced in due to a structural defect; it was found that the refrigerator was lacking sufficient insulation on the left side of the cabinetThe tech notes state the temperature in the freezer to be degrees and degrees in the refrigerator indicating the refrigerator was not experiencing a mechanical failure meaning it was not able to keep food either frozen or refrigeratedAt no time did Ms [redacted] refrigerator stop working causing her to lose food therefore she did not qualify for food loss in Since our records indicate at no time did Ms [redacted] refrigerator suffer a mechanical defect and per the terms and conditions she did not qualify for food loss we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] While I remain very unhappy with the extensive delay in communication from my initial contact with the company, I nevertheless agree that final resolution is best sought with the owner of the property Sincerely, ***t ***
September 16, Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his allegation that the dishwasher that he purchased at our outlet store was delivered damaged, and that the store is not assisting We reached out to David [redacted] Store Manager for Outlet Store ***, to assist with Mr [redacted] complaintMr [redacted] confirmed that the dishwasher was not damaged at the time of selectionMr [redacted] contacted our delivery team regarding the damage and they stated that Mrs [redacted] *igned for the delivery and there are no notes regarding any damageAs a good-will gesture, Mr [redacted] contacted Mr [redacted] and offered to exchange the dishwasher or to compensate him for the damageMr [redacted] decided to keep the damaged dishwasher and accepted a $credit insteadOn September 16, Mr [redacted] issued the credit and Mr [redacted] should receive the bank check within – business daysWith that being said, since we have addressed the issue brought forth in Mr [redacted] s complaint, we have closed our file 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]
March 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Martin JP [redacted] Dear Ms [redacted] We have completed the investigation of MrP [redacted] complaint regarding his dissatisfaction with the failure of his refrigerator and a back order on the part needed to complete a repair We have reviewed both Sears’ response and MrP [redacted] rebuttal, and we do not find that MrP [redacted] has brought any new information to his complaint While we understand that he was dissatisfied with the service he received, he has been provided with a representative, Nancy R [redacted] , to act as a single point of contact for his concerns With this having been said, Sears does not manufacture any parts Therefore, we do not have any jurisdiction over the delivery of any parts that can only be provided by the manufacturer As an apology for this experience, MsR [redacted] has waived the labor fee and provided MrP [redacted] with 150,Shop Your Way Rewards points (a $value), which he may use to purchase a compact refrigerator for use while he waits for a repair or another item of his choice While we do empathize with MrP [redacted] situation, filing a complaint with the Revdex.com or any other regulatory agency is not a guarantee that a consumer will receive their preferred resolution Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are within our power to grant In MrP [redacted] case we do apologize that we have failed his expectations, but we feel the aforementioned concessions along with the completion of a repair is a resolution commensurate to the circumstances We respectfully ask to have this complaint file closed pending the completion of the proposed repair We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
(The consumer indicated he/she ACCEPTED the response from the business.) Sears completed an exchange of the refrigerator and also promised to add an additional extended warranty
February 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 the cancelation of her order of a [redacted] mixer As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be granted We would also note that even after we have corrected an error, consumers might still see the incorrect price depending upon the settings they have chosen on their computer that designate when their cache is clearedHowever even in this instance, once the correction has been done the price will show correctly when the merchandise is moved into the virtual cart since that would not be considered the same page that might have already been “saved” in the computer’s database We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site or even just using it for research purposes before shopping in our stores With an online business it is possible for mistakes of this nature to happen occasionally, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the price can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case Ms [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN Placing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” So this means that whether the merchandise was in stock or not, since it was clearly a pricing error we would not have been obligated to fulfill Ms [redacted] orderMs [redacted] seems to imply that someone she knows was given the mixer for that price, but that is not our policy and we are not obligated to honor the incorrect priceWe did see that due to a processing error, Ms [redacted] refund was short the $she mentionedA credit for that amount was issued to her account today We ask that she allow 7-business days for that credit to reflect As this decision is in compliance with our posted terms and conditions of use, we have closed our file We apologize to Ms [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted] Email: [redacted]
June 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return the cordless leaf blower As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe receipt that Ms [redacted] was provided clearly states the following “Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or an associate for details.” With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...”Since Ms [redacted] purchased the leaf blower on May 16, 2016, and attempted to return it on June 19, she was clearly over the 30-day “hassle-free” return period However, after the Sears hassle-free 30-day return/exchange period has expired, the leaf blower is covered by the manufacturer’s warrantySince Ms [redacted] mentioned in her complaint that the leaf blower was malfunctioningThe leaf blower does have a year warranty on the battery and year warranty on the unitThe warranty states that with proof of sale, a defective product will be replacedMs [redacted] cannot return the leaf blower but if it is malfunctioning then we will exchange it as per the warranty [redacted] Store Manager for store [redacted] made multiple attempts to contact Ms [redacted] and left voicemails with his contact informationSince she has not responded, we are unable to resolve Ms [redacted] issue until we have the opportunity to discuss the matter with herShe may contact Store Manager [redacted] In the interim, we will consider this matter closed, pending her response We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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, William ***
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Rickie [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a washer purchased from the Rancho Cordova Sears Outlet Danielle [redacted] , Manager of the Rancho Cordova Sears Outlet, provide the following response: Mr [redacted] returned the washer noted in his complaint to the store with the shipping bolts still installedIf he would have removed the shipping bolts, as he was informed by our merchandise pick up and sales associate prior to leaving the store, he would not had any concernsWe removed the washer from where Mr [redacted] left it on the sales floor and have processed a credit to his Visa card ending in That said, we ask that this complaint be closed We apologize to and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
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 I received the check today Sincerely, [redacted]
October 18, 2017 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Carol B*** Dear [redacted] :We have completed the investigation of Ms. B [redacted] complaint regarding her customer service experience upon the delivery and install... of her purchased appliance.After reviewing Ms. B***’ complaint, we contacted the District Store Manager Jim T [redacted] to inquire the status of Ms. B [redacted] damage claim. It our understanding that Ms. B [redacted] claim has been turned over to the sub-contractor’s insurance to resolve legally. Our office was advised that if Ms. B [redacted] has any questions or concerns regarding her claim status, she may contact the Store Owner Phillip B [redacted] at [redacted] Since we were able to confirm with the Store Owner that Ms. B [redacted] claim is being investigated, we have closed our files.We 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
Contact Name and Title: MELISSA [redacted] August 17, 2015 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. # [redacted] Chicago, IL 60611 Re: Russell [redacted] - # 94 [redacted] Dear Ms. [redacted] : We have completed... our investigation Mr. [redacted] complaint regarding his dissatisfaction with Sears Parts Direct. Upon receiving Mr. [redacted] complaint, we contacted Penny [redacted] with Parts Direct for assistance. Ms. [redacted] immediately called Mr. [redacted] regarding his concerns. Ms. [redacted] explained to Mr. [redacted] that the part was on backorder from the manufacturer, Whirlpool, until at least August 13, 2015. Although Mr. [redacted] should have received an automated email stating that the part is on backorder, Mr. [redacted] states he never received the email. Ms. [redacted] further explained to Mr. [redacted] that all orders are charged to a credit card when the order is placed; otherwise, the manufacturer will not process the order or ship the part. Ms. [redacted] checked with the manufacturer again on August 14, 2015, and found that the part is still on backorder. She subsequently spoke with Mr. [redacted] and he indicated that he did not want to wait any longer for the part; therefore, she canceled the order and processed a refund for $55.94, which should post to his account within the next few days. Mr. [redacted] advised Ms. [redacted] that he was very disappointed with Sears and then disconnected the call. With that said, since Mr. [redacted] has been issued a refund for his canceled part order that was on backorder from the manufacturer, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 4, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [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 layaway payments.It is unfortunate that we failed Ms [redacted] expectations when she recently used Sears layaway We value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that our store issued a refund of $by check to Ms [redacted] on August 23, Although the business day mailing period we require before reissuing or investigating a refund had not yet passed, Ms [redacted] contacted sears.com to request the refund again on September 14, 2016, and was issued a second refund of $to her [redacted] ending in [redacted] In addition to these two refunds, our records indicate that Ms [redacted] disputed charges through her credit provider and a chargeback of $was granted by Sears on September 22, Therefore, Ms [redacted] paid a total of $150.00, but at this time it appears that she was provided with refunds of at least $As such, we are unable to honor Ms [redacted] request for a refund of $ We respectfully ask to have this matter closed, since we have noted Ms [redacted] comments and no further refunds or compensation will be offeredWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
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, Susan J [redacted]
August 19, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case #: 94565690/ Mark [redacted] Via: Revdex.com Website Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerPursuant to Mr [redacted] 's request we have resolved his concerns and he is satisfied At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr [redacted] as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at 800- [redacted] ***, or via email at Melissa [redacted] @searshomepro.com Sincerely, Melissa [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mark [redacted]
Tell us why here...August 18, Revdex.com Attn: Nita [redacted] North Wabash Ave Suite [redacted] Chicago, IL Our File No: [redacted] Revdex.com Case No.: [redacted] 9l Via: [redacted] @chicago.Revdex.com.org Dear Ms [redacted] , Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We have been unable to resolve Mr [redacted] damage complaint and have turned it over to our claims management firm, SedgwickThey will work with the customer to resolve the matterWe will continue to assist Sedgwick as requestedHowever, we will not be able to provide any updates as we will no longer have ownership of the fileAccordingly, we ask that you close your file If you have any questions, please contact me directly at [redacted] or via email at [redacted] @searshomepro.com Sincerely, Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist cc: Mr [redacted] /1st class postage
Complaint: [redacted] I am rejecting this response because: Your company is refusing to take responsibility for what it's employees are promising it's customers in order to obtain a saleWe made this purchase with your company because we were told we would get the points for itThe man who sold us the washer and dryer promised we would receive the points and was also confirmed when we called the customer service line and we were assured that we would receive themYour Tucson mall sales representative also assured us I believe his name was MikeYour offer of points is very condescending and your response is cold and uncaringIf your company had actually done an investigation you would have pulled our profile and looked at the notes each representative made when we calledThis is the worst customer service experience I have ever had and I will be sharing my review on all social media, clearly your company is not honorable Sincerely, [redacted] ***