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, Raymond M [redacted]
[redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a dishwasher purchased from the Sears Outlet in Tempe. [redacted] ... Store Manager of the Sears Outlet in [redacted] provided the following response: We apologize that issues surrounded the dishwasher purchased from our store in March 2016. The dishwasher has not been returned and we have processed a credit to [redacted] That said, on April 8, 2016, a refund in the amount of $355.56 was processed to post back to [redacted] account ending in [redacted] Typically a credit to a credit card will post to the account within 3-5 business days. If [redacted] has any other concerns she can reach me at [redacted] Since we have noted that [redacted] has been credited for her purchase, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:I am rejecting the response because I want to give reference to future Home warranty customers of Sears"No one " called me from sears to resolve the issue as stated in response above from Sears However, a tech manager from Atlanta office called me past Monday ( Sept 11th) ( days past of my 2nd emergency fix request) and stated she will arrange someone to come same day or next dayAs I expected, no one came neighther calledThe tech guy came on his scheduled appointment at 14th sept(days after he called out sick)My fridge is fixed( [redacted] Hopefully [redacted] )after DAYS Imagine how we had handled with mini fridge and with young kids in houseSears was externally careless for resolving it even after seperate emergency requestsIf one single appliance breakout takes + dayshow do I be worry free for my Sears Home Warranty for rest of the year? They charge monthly $but fix one issue at almost monthsIs this what I am paying for?? Sincerely, Ami P [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, Bernadette D***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not completed our investigation of MsG [redacted] complaint regarding her rusting stainless steel appliances It is important to take a moment to explain Stainless Steel as it applies to all residential appliances: Stainless Steel is a slightly misleading nameA more accurate description would be Harder to Stain SteelThe largest single component of stainless steel is steelSteel will rustThe chromium in stainless steel when exposed to oxygen in the atmosphere forms a thin invisible layer called chromium oxideThis invisible layer covering the entire surface gives stainless steel its ability to resist stains and rustIf this layer is damaged rust is formed on the surface at the point of that damageThe good news is, with a little cleaning and care the chromium oxide layer is self-healing as long as the rust has not gotten to the point of deep penetration into in steel We were unable to make contact with MsG [redacted] nor were we able to locate any information regarding a recent appliance purchase with the information provided to us in her complaintWe will be happy to assist her but we will need more detailed information of exactly what problems she is experiencing with her new appliance as well as a copy of her purchase receiptMsG [redacted] can contact me directly via email at [redacted] or via phone at [redacted] At this point we will consider the matter closed pending MsG***’s reply We apologize to MsG [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]
December 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled sears.com layaway order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that we issued a refund of $to Ms [redacted] account ending in [redacted] on October 25, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Jeff D A [redacted] Dear [redacted] We have completed our investigation of MrA [redacted] complaint regarding his Sears Home Warranty We would first like to point out that [redacted] Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrA [redacted] contract CCHS informed us the following: We spoke with MrsA [redacted] and advised her we will reimburse her for the repair performed on the furnaceThe reimbursement will be $minus $deductible for a reimbursement of $We also advised MrsA [redacted] she would be reimbursed for the washer repair at our cost in the amount of $ Since it is our understanding that MrA [redacted] accepted this resolution we have closed this case We apologize to MrA [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, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
April 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order As clarification, most mattress manufacturers do not make king foundations in one piece; they use two of the twin Xl foundations to support a king sized mattressThe page in question says “Twin XL/King.” It also says “Twin Xl” in the specifications As such [redacted] only ordered and paid for one Twin Xl foundation, which would only fit one side of her mattressAs a courtesy, we offered to provide [redacted] with a 15% discount off the other foundation as well as waive/refund the shipping fee, but she declinedShould [redacted] decide to reconsider, I may be reached during business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter 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 concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Corinne A [redacted] Dear [redacted] We have completed the investigation of MsA [redacted] complaint regarding her online order experience and her request for a full refund It is unfortunate that we failed MsA [redacted] expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter forwarding this matter to Sears Detail Control Center, a refund of $was processed on October 28, For MsA [redacted] records the return receipt number is [redacted] We hope that in the future MsA [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsA [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 23, [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 problems she encountered with the delivery of her washer It is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a washer deliveryWe value Ms [redacted] patronage, but can understand her frustration due to the issue noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further According to our records, on December 30, Ms [redacted] purchased the washer and the hoses for the washer; delivery was set for January 6, Our promotion offered free delivery and Ms [redacted] did not purchase installation (on a pedestal) or haul away of the old washerOn January 4, Ms [redacted] called and requested that the delivery connect the new washer to her pedestalShe was advised that it would be submitted as a request, but it was not guaranteed; Ms [redacted] understoodWe apologize but for liability purposes, our delivery team will not install a new washer on a previously owned pedestalMs [redacted] would have to pay for installation services to have this work completed As for the removal of the washer, Ms [redacted] had the option to purchase the haul away for the washer and removing the washer from her property is considered a haul awayHowever, we do apologize that our delivery team blocked her garage with the old washer and were unable to return within a reasonable time period to unblock itWe can assure Ms [redacted] that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case be closed 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]
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] *omplaint regarding a ratchet he purchased recently Assistant Manager [redacted] has spoken with Mr [redacted] in regard to this issue and an amicable resolution was agreed uponSince it appears that this matter has been resolved, we ask that it 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , even though it took about one month after I bought my dryer to solved the problem but I find that this resolution is satisfactory to me Sincerely, [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, Hans B***
March 3, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Troy L [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his refrigerator First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his refrigerator Our records show that Mr [redacted] purchased his refrigerator on November 19, 2016, and he accepted delivery of the unit on November 22, Per Sears’ Return Policy, Mr [redacted] had days to return the refrigerator for either a refund or an exchange Once outside the return policy timeframe, any performance issues would need by addressed through service While exceptions to the return policy are made from time to time, we do not find that such an accommodation is justified in Mr [redacted] case A review of Mr [redacted] service orders show that no parts were replaced and it was determined that the noises emanating from the refrigerator are normal; there is no repair to eliminate noises Furthermore, we would like to direct Mr [redacted] to page n of his owner’s manual that explains that the refrigerator is noisy The following are some sounds with an explanation: · Buzzing – heard when the water valve opens to fill the ice maker· Clicking/Snapping – valves opening or closing· Pulsating – fans/compressor adjusting to optimize performance· Rattling – flow of refrigerant, water line, or from items placed on top of the refrigerator· Sizzling/Gurgling – water dripping on the heater during defrost cycle· Popping – contraction/expansion of inside walls, especially during initial cool-down· Water running – may be heard when ice melts during the defrost cycle and water runs into the drain pan· Creaking/Cracking – occurs as ice is being ejected from the ice maker mold The technician has confirmed that the refrigerator door is sealing properly and the unit is cooling There are no documented failures with the refrigerator While we understand that Mr [redacted] would like the refrigerator exchanged, we cannot honor that request As this decision is final and commensurate to the circumstances, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # - Cameron [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] 's complaint regarding service for her Kenmore oven Upon receipt of Mr [redacted] 's complaint, we found that she had previously been in contact with MsShelby [redacted] in our escalated complaint departmentWhen Ms [redacted] contacted Ms [redacted] she spoke to Mr [redacted] who confirmed that the oven had been repaired and all was working wellIf Mr [redacted] is still in need of assistance they can contact Ms [redacted] directly at 888-266-ext**Since it is our understanding that the oven is now in working order and we have provided the contact information of Ms [redacted] 's case manager if she is still in need of assistance we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:This is an ongoing situation that needs to be stopped, I know it was a mistake for me to purchase at that store again after the previous incident but I thought that Kmart had taken my complaint seriously and act upon such a simple problem to resolveNot only was the wrong food picked from the shelves but this time the food inside the bag was wet and had mildew growing on itPlease see attachments photos, taken at the pickup counter of the Kmart store in question Again I wasted my time, gas and expectations of getting what I order and paid forIt is not for the money but I consider this repeated failure from Kmart to fulfill what is promised at time of purchase a disrespect to the customer I am requesting another $gift card as a mean of apology and customer satisfaction for my previously explained wasted time and gasI would not buy from This Kmart store again but a second apology for the same and even worst circumstance makes me feel like Kmart does not take me seriously as a customer and a person It is not my problem that of management's incompetent ability to run a serious business Sincerely, Jose E***
Complaint: [redacted] I am rejecting this response because: As stated in the response from Sears to the BBB this was not just a part that I ordered from Sears Parts Direct and "subsequently returned" but rather a PART THAT I ORDERED CORRECTLY AND Sears SHIPPED THE WRONG PART!Any Refund is not a "one-time customer courtesy" as stated by Sears but rather Standard Operating Procedure as advertised on Sears Parts Direct wen site as a parts warranty for 365 days!I ordered the part on 11/14 - The money was deducted from my account IMMEDIATELY on 11/14 and I received an Email on 11/22:On November 22, 2016 at 8:46 AM Sears PartsDirect <no-reply@ [redacted] > wrote: Refund confirmation Your refund has been processed Dear [redacted] , The part from order [redacted] you placed on 11/14/2016 has been refunded. Please allow 3-5 business days for your financial institution to - I never received the refund!I called Sears Parts Direct on 12/16 and was told by a Sears Rep that she found that the refund had NOT been released and that they would be releasing the refund ASAP and I would receive the refund in 2 -3 business days - I asked for a confirmation Email when I did not receive the Email I called Sears again on 12/17 and was told by a Sears rep that they were waiting for written confirmation from me that I had not received the refund - I sent the confirmation out immediately asking for a return Email confirming receipt of my Email and ETA of refund! Not trusting Sears for obvious reasons I contacted the BBB only then did Sears respond to this issue)and now Sears is claiming 5 - 7 business days (by my calculations on or around 12/29) a FULL Six weeks after the order and a Full FIVE weeks after the original Email promise of refund!Upon reviewing all of the broken promises that Sears has made Sears should expedite my refund and deposit the funds in the same time frame that they deducted the funds from my account - IMMEDIATELY (especially this time of year)! Then I can cut ties with Sears Parts Direct and seek out a reputable alternative supplier! Sincerely, [redacted] ***
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Amanda L [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her online order experience It is unfortunate that we failed Ms [redacted] ’s expectations and can understand her frustration with the series of events noted in her complaintAfter reviewing the notes in her order we found that she had been in contact with (EMS) Executive Member Services, Sears escalated complaint departmentEMS assisted in processing a full refund for the original order and issuing a 25% discount on a new order which she acceptedThe full refund of $was processed on August 14, 2016, and the sales adjustment of $was issued on August 16, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponSince it is our understanding that this resolution met with Ms [redacted] ’s approval, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
May 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refund check A stop payment was put on the previous check and a new one was issued to the address Ms [redacted] provided on April 24, If needed, tracking can be requested, but it should have arrived by now 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 [redacted]
Nita [redacted] Revdex.comNorth Wabash Ave., Ste#***Chicago, IL Re: # [redacted] Beverly [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding her riding tractor On receipt of Ms [redacted] complaint we were able to get a senior tech to her home on September 23, Per the service report our service technician did find some debris in the carburetor and this was cleanedIt is our understanding that the tractor is now in working conditionWe value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We respectfully ask that this matter be closed, since we have repaired Ms [redacted] riding tractor and noted her candid feedbackWe 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 concernsSincerely, Vanessa [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa [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, Raymond M [redacted]
[redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a dishwasher purchased from the Sears Outlet in Tempe. [redacted] ... Store Manager of the Sears Outlet in [redacted] provided the following response: We apologize that issues surrounded the dishwasher purchased from our store in March 2016. The dishwasher has not been returned and we have processed a credit to [redacted] That said, on April 8, 2016, a refund in the amount of $355.56 was processed to post back to [redacted] account ending in [redacted] Typically a credit to a credit card will post to the account within 3-5 business days. If [redacted] has any other concerns she can reach me at [redacted] Since we have noted that [redacted] has been credited for her purchase, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:I am rejecting the response because I want to give reference to future Home warranty customers of Sears"No one " called me from sears to resolve the issue as stated in response above from Sears However, a tech manager from Atlanta office called me past Monday ( Sept 11th) ( days past of my 2nd emergency fix request) and stated she will arrange someone to come same day or next dayAs I expected, no one came neighther calledThe tech guy came on his scheduled appointment at 14th sept(days after he called out sick)My fridge is fixed( [redacted] Hopefully [redacted] )after DAYS Imagine how we had handled with mini fridge and with young kids in houseSears was externally careless for resolving it even after seperate emergency requestsIf one single appliance breakout takes + dayshow do I be worry free for my Sears Home Warranty for rest of the year? They charge monthly $but fix one issue at almost monthsIs this what I am paying for?? Sincerely, Ami P [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, Bernadette D***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not completed our investigation of MsG [redacted] complaint regarding her rusting stainless steel appliances It is important to take a moment to explain Stainless Steel as it applies to all residential appliances: Stainless Steel is a slightly misleading nameA more accurate description would be Harder to Stain SteelThe largest single component of stainless steel is steelSteel will rustThe chromium in stainless steel when exposed to oxygen in the atmosphere forms a thin invisible layer called chromium oxideThis invisible layer covering the entire surface gives stainless steel its ability to resist stains and rustIf this layer is damaged rust is formed on the surface at the point of that damageThe good news is, with a little cleaning and care the chromium oxide layer is self-healing as long as the rust has not gotten to the point of deep penetration into in steel We were unable to make contact with MsG [redacted] nor were we able to locate any information regarding a recent appliance purchase with the information provided to us in her complaintWe will be happy to assist her but we will need more detailed information of exactly what problems she is experiencing with her new appliance as well as a copy of her purchase receiptMsG [redacted] can contact me directly via email at [redacted] or via phone at [redacted] At this point we will consider the matter closed pending MsG***’s reply We apologize to MsG [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]
December 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for her cancelled sears.com layaway order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records indicate that we issued a refund of $to Ms [redacted] account ending in [redacted] on October 25, At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Jeff D A [redacted] Dear [redacted] We have completed our investigation of MrA [redacted] complaint regarding his Sears Home Warranty We would first like to point out that [redacted] Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrA [redacted] contract CCHS informed us the following: We spoke with MrsA [redacted] and advised her we will reimburse her for the repair performed on the furnaceThe reimbursement will be $minus $deductible for a reimbursement of $We also advised MrsA [redacted] she would be reimbursed for the washer repair at our cost in the amount of $ Since it is our understanding that MrA [redacted] accepted this resolution we have closed this case We apologize to MrA [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, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
April 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order As clarification, most mattress manufacturers do not make king foundations in one piece; they use two of the twin Xl foundations to support a king sized mattressThe page in question says “Twin XL/King.” It also says “Twin Xl” in the specifications As such [redacted] only ordered and paid for one Twin Xl foundation, which would only fit one side of her mattressAs a courtesy, we offered to provide [redacted] with a 15% discount off the other foundation as well as waive/refund the shipping fee, but she declinedShould [redacted] decide to reconsider, I may be reached during business hours via email at [redacted] In light of the aforementioned information, we respectfully ask that this matter 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 concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Corinne A [redacted] Dear [redacted] We have completed the investigation of MsA [redacted] complaint regarding her online order experience and her request for a full refund It is unfortunate that we failed MsA [redacted] expectations and we can understand her frustration with the series of events noted in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter forwarding this matter to Sears Detail Control Center, a refund of $was processed on October 28, For MsA [redacted] records the return receipt number is [redacted] We hope that in the future MsA [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsA [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 23, [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 problems she encountered with the delivery of her washer It is unfortunate that we failed Ms [redacted] expectations when she recently scheduled a washer deliveryWe value Ms [redacted] patronage, but can understand her frustration due to the issue noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further According to our records, on December 30, Ms [redacted] purchased the washer and the hoses for the washer; delivery was set for January 6, Our promotion offered free delivery and Ms [redacted] did not purchase installation (on a pedestal) or haul away of the old washerOn January 4, Ms [redacted] called and requested that the delivery connect the new washer to her pedestalShe was advised that it would be submitted as a request, but it was not guaranteed; Ms [redacted] understoodWe apologize but for liability purposes, our delivery team will not install a new washer on a previously owned pedestalMs [redacted] would have to pay for installation services to have this work completed As for the removal of the washer, Ms [redacted] had the option to purchase the haul away for the washer and removing the washer from her property is considered a haul awayHowever, we do apologize that our delivery team blocked her garage with the old washer and were unable to return within a reasonable time period to unblock itWe can assure Ms [redacted] that any variance from our accepted business practices and policies will be addressedWith that being said, we respectfully request this case be closed 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]
May 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] *omplaint regarding a ratchet he purchased recently Assistant Manager [redacted] has spoken with Mr [redacted] in regard to this issue and an amicable resolution was agreed uponSince it appears that this matter has been resolved, we ask that it 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , even though it took about one month after I bought my dryer to solved the problem but I find that this resolution is satisfactory to me Sincerely, [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, Hans B***
March 3, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Troy L [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his refrigerator First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his refrigerator Our records show that Mr [redacted] purchased his refrigerator on November 19, 2016, and he accepted delivery of the unit on November 22, Per Sears’ Return Policy, Mr [redacted] had days to return the refrigerator for either a refund or an exchange Once outside the return policy timeframe, any performance issues would need by addressed through service While exceptions to the return policy are made from time to time, we do not find that such an accommodation is justified in Mr [redacted] case A review of Mr [redacted] service orders show that no parts were replaced and it was determined that the noises emanating from the refrigerator are normal; there is no repair to eliminate noises Furthermore, we would like to direct Mr [redacted] to page n of his owner’s manual that explains that the refrigerator is noisy The following are some sounds with an explanation: · Buzzing – heard when the water valve opens to fill the ice maker· Clicking/Snapping – valves opening or closing· Pulsating – fans/compressor adjusting to optimize performance· Rattling – flow of refrigerant, water line, or from items placed on top of the refrigerator· Sizzling/Gurgling – water dripping on the heater during defrost cycle· Popping – contraction/expansion of inside walls, especially during initial cool-down· Water running – may be heard when ice melts during the defrost cycle and water runs into the drain pan· Creaking/Cracking – occurs as ice is being ejected from the ice maker mold The technician has confirmed that the refrigerator door is sealing properly and the unit is cooling There are no documented failures with the refrigerator While we understand that Mr [redacted] would like the refrigerator exchanged, we cannot honor that request As this decision is final and commensurate to the circumstances, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 20, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # - Cameron [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] 's complaint regarding service for her Kenmore oven Upon receipt of Mr [redacted] 's complaint, we found that she had previously been in contact with MsShelby [redacted] in our escalated complaint departmentWhen Ms [redacted] contacted Ms [redacted] she spoke to Mr [redacted] who confirmed that the oven had been repaired and all was working wellIf Mr [redacted] is still in need of assistance they can contact Ms [redacted] directly at 888-266-ext**Since it is our understanding that the oven is now in working order and we have provided the contact information of Ms [redacted] 's case manager if she is still in need of assistance we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:This is an ongoing situation that needs to be stopped, I know it was a mistake for me to purchase at that store again after the previous incident but I thought that Kmart had taken my complaint seriously and act upon such a simple problem to resolveNot only was the wrong food picked from the shelves but this time the food inside the bag was wet and had mildew growing on itPlease see attachments photos, taken at the pickup counter of the Kmart store in question Again I wasted my time, gas and expectations of getting what I order and paid forIt is not for the money but I consider this repeated failure from Kmart to fulfill what is promised at time of purchase a disrespect to the customer I am requesting another $gift card as a mean of apology and customer satisfaction for my previously explained wasted time and gasI would not buy from This Kmart store again but a second apology for the same and even worst circumstance makes me feel like Kmart does not take me seriously as a customer and a person It is not my problem that of management's incompetent ability to run a serious business Sincerely, Jose E***
Complaint: [redacted] I am rejecting this response because: As stated in the response from Sears to the BBB this was not just a part that I ordered from Sears Parts Direct and "subsequently returned" but rather a PART THAT I ORDERED CORRECTLY AND Sears SHIPPED THE WRONG PART!Any Refund is not a "one-time customer courtesy" as stated by Sears but rather Standard Operating Procedure as advertised on Sears Parts Direct wen site as a parts warranty for 365 days!I ordered the part on 11/14 - The money was deducted from my account IMMEDIATELY on 11/14 and I received an Email on 11/22:On November 22, 2016 at 8:46 AM Sears PartsDirect <no-reply@ [redacted] > wrote: Refund confirmation Your refund has been processed Dear [redacted] , The part from order [redacted] you placed on 11/14/2016 has been refunded. Please allow 3-5 business days for your financial institution to - I never received the refund!I called Sears Parts Direct on 12/16 and was told by a Sears Rep that she found that the refund had NOT been released and that they would be releasing the refund ASAP and I would receive the refund in 2 -3 business days - I asked for a confirmation Email when I did not receive the Email I called Sears again on 12/17 and was told by a Sears rep that they were waiting for written confirmation from me that I had not received the refund - I sent the confirmation out immediately asking for a return Email confirming receipt of my Email and ETA of refund! Not trusting Sears for obvious reasons I contacted the BBB only then did Sears respond to this issue)and now Sears is claiming 5 - 7 business days (by my calculations on or around 12/29) a FULL Six weeks after the order and a Full FIVE weeks after the original Email promise of refund!Upon reviewing all of the broken promises that Sears has made Sears should expedite my refund and deposit the funds in the same time frame that they deducted the funds from my account - IMMEDIATELY (especially this time of year)! Then I can cut ties with Sears Parts Direct and seek out a reputable alternative supplier! Sincerely, [redacted] ***
August 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Amanda L [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her online order experience It is unfortunate that we failed Ms [redacted] ’s expectations and can understand her frustration with the series of events noted in her complaintAfter reviewing the notes in her order we found that she had been in contact with (EMS) Executive Member Services, Sears escalated complaint departmentEMS assisted in processing a full refund for the original order and issuing a 25% discount on a new order which she acceptedThe full refund of $was processed on August 14, 2016, and the sales adjustment of $was issued on August 16, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponSince it is our understanding that this resolution met with Ms [redacted] ’s approval, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
May 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her refund check A stop payment was put on the previous check and a new one was issued to the address Ms [redacted] provided on April 24, If needed, tracking can be requested, but it should have arrived by now 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 [redacted]
Nita [redacted] Revdex.comNorth Wabash Ave., Ste#***Chicago, IL Re: # [redacted] Beverly [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding her riding tractor On receipt of Ms [redacted] complaint we were able to get a senior tech to her home on September 23, Per the service report our service technician did find some debris in the carburetor and this was cleanedIt is our understanding that the tractor is now in working conditionWe value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted We respectfully ask that this matter be closed, since we have repaired Ms [redacted] riding tractor and noted her candid feedbackWe 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 concernsSincerely, Vanessa [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa [redacted] @searshc.com