[redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the installation of a cooktop purchased at Sears. [redacted] Sears... Installation Solutions Support Specialist provided the following response: It is unfortunate that we failed Ms. [redacted] expectations when issues arose with the installation of her cooktop. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide his with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the cooktop was installed on January 18, 2017. Since we have installed the cooktop, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and while the "good faith" points were added to an unrelated account, I find that this resolution is satisfactory to meThank you for finally delivering my order Sincerely, [redacted] ***
February 15, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – MrsLorrie L [redacted] Dear Ms [redacted] , We have completed the investigation of Mrs***’s complaint regarding her recent online order experience and request to return the pool toys for a refund It is unfortunate that we failed Mrs***’s expectations when as we value her patronageAdditionally, we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we confirmed with the credit department that Mrs [redacted] has received a refund for all items in both orders except for the pool toysWe sent an email correspondence with this information and have asked Mrs [redacted] to provide us with her physical address so that we can start the process of creating return UPS labels for herOnce the items are return, then a refund will be issuedTo ensure that the refund is processed, we ask that Ms [redacted] contact us via email at [redacted] We hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Mrs***’s concerns and respectfully ask to have this matter closed, pending her response to us via email 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 Specialist Sears Holdings Corporation
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience It is unfortunate that we failed [redacted] expectations when she initially placed her online orderWe value [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the online orders, we found that an adjustment of $had been processed on March 17, Additionally, we show that Sears Online had issued an Electronic Return Label she requested on March 22, However, the order has not been returned as of yetWe have submitted [redacted] request to have her name, email and boss’s information to be removed from Sears Holdings Corporations databaseWe hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr [redacted] complaint regarding his dissatisfaction with the quality of the ** washer and his request for an exchange We apologize for the delay in responding to this complaintWe researched his purchase receipt and case notes related to Mr [redacted] washerAccording to our records, Mr [redacted] purchased the washer on June 27, and it was delivered on June 30, Mr [redacted] called Sears on October 31, and was transferred to [redacted] customer service for assistance with the washer warranty repairAs clarification, Sears has a day return/exchange period; however, after the day period has expired the product is covered by the manufacturer’s warranty for serviceSeveral months later, on March 20, Mr [redacted] contacted Sears again and was transferred again to [redacted] customer service for assistance On April 7, Mr [redacted] purchased a one-year protection agreement from Sears to service the washerWe apologize if there was any misunderstanding regarding the replacement terms of the agreement he purchasedWe would like to note that Mr [redacted] purchased a Master Protection Agreement (MPA) and that only entitles him to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “ must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”Since Mr [redacted] service agreement was not in effect until April 7, 2017, there is no service history with Sears and under the aforementioned terms, he did not meet the criteria for replacement On April 8, [redacted] contracted Sears to warranty service Mr [redacted] washerOn April 10, the technician ordered a tub cover, and scheduled a return visit to install the partsOn April 18, our technician returned to install the tub cover and found that the drain pump was leakingOur technician ordered additional parts and is scheduled to return on May 2, to install the parts We can also understand how frustrating Mr [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceSince Mr [redacted] stated that the washer failed since day one, we reached out to Mr [redacted] and requested a copy of the [redacted] service receipt confirming the washer was serviced by [redacted] in July and any additional [redacted] service ordersWe are currently awaiting Mr [redacted] responseWe are committed to providing a fair and equitable resolutionIn the interim, should Mr [redacted] have any questions, he may contact me directly at [redacted] 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]
October 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Kim AB [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her recent online order experience and request to receive her merchandise Bill K [redacted] Store General Manager for Unit *** provided the following response: It is unfortunate if MsB [redacted] feels we failed her expectations as we value her patronageWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future MsB [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponAfter researching this matter, our records confirmed that MsB [redacted] picked up her order on September 9, Should MsB [redacted] have any further questions or concerns, she may contact our store directly at ( [redacted] In the interim, we have noted MsB [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
May 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with an air conditioning service purchased from Sears Auto Center and her subsequent request for a refund It is unfortunate that we failed Ms [redacted] expectations when she recently visited our Sears Auto CenterWe 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 As a result of this action, we revealed that [redacted] Manager for Sears Auto Center number ***, spoke with Ms [redacted] in March of this year and asked her to return so that we could evaluate the operation of her air conditioner and refund her if needed However, Ms [redacted] stated that she did not live close to the auto center and disconnected from their phone call Ms [redacted] tried calling Ms [redacted] back and left messages, but Ms [redacted] did not answer or return her calls It was Ms***’s intention to have Ms [redacted] take her vehicle to a Sears Auto Center location more convenient to her, but she was unable to proceed without a response from Ms*** If Ms [redacted] still needs assistance with this issue, she will need to contact Ms [redacted] at [redacted] within fifteen business days of the date of this letterIt may also be important to note that Ms [redacted] will be required to return her vehicle to Sears Auto Center for evaluation before a refund can be considered We apologize for any inconvenience Ms [redacted] may have experienced, and respectfully ask to have this matter closed, pending her response 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] ***
Complaint: [redacted] I am rejecting this response because: A lawn mower should not require continuous repairs [redacted] map does not show the heavy traffic in JacksonvilleI have never been treated like this by any business that sold me an expensive piece of equipment like a lawn mowerI have learned my lesson with dealing with SearsI will eat this bad purchase decision I made with Sears Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear MsV [redacted] We have completed our investigation of MrV [redacted] complaint regarding his refrigerator We apologize that MrV [redacted] refrigerator failed to meet his expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In MrV [redacted] case he did purchase a Sears Master Protection Agreement when he purchased his refrigerator in April and his refrigerator was repaired after the power outage he states his home experienced in under the MPASpecifically a new Compressor was installed on August 26, On September 2, we found that the condenser fan motor was not making connection properly and MrV [redacted] received $in food loss coverage under the MPAWe returned to MrV [redacted] home in October and replaced the control boardWe were contacted by MrV [redacted] again in December stating the refrigerator was not coolingWhen our service technician arrived he found the refrigerator and freezer working properly without issueHe did inform the V [redacted] to monitor the situation and call us back if the refrigerator continued to have problemsWe received no other calls or contacts from MrV [redacted] and when his MPA expired on April 26, he choose not to renew itMrV [redacted] states his refrigerator stopped working in June To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate It would be unjust for Sears to provide free service to MrV [redacted] , while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsSince we have explained why we are unable to honor MrV [redacted] request for a free service or replacement we have closed our file We apologize to MrV [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] and find that this resolution is satisfactory to me Sincerely, Heidi [redacted]
January 19, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *** [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his chair and his... denied request to receive a refund or exchange for a different item. Store Manager [redacted] provided the following response: Our return policy is clearly posted in the store and it notes that upholstered furniture can only be returned within 7 days from the date of sale. This chair is an upholstered item; therefore, Mr. [redacted] request was made outside of our policy period, but we made an exception the first time as a courtesy. We have examined the two chairs in our possession that Mr. [redacted] had. The first appears to have bene assembled wrong; the base was put on the chair backwards. The consumer would have been responsible for putting the chair on the base and when this was switched around, we could not find any issues with the chair. On the second chair, one of the bars was making a noise when the chair was reclined, but there was nothing wrong with it. In the interest of customer satisfaction, we have provided Mr. [redacted] with a cash refund. Should Mr. [redacted] have any other concerns, I ***) may be reached during normal business hours at ( [redacted] . In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding a line trimmer that is not working to her satisfaction We have received Ms [redacted] ’s complaint and apologize that her line trimmer is not working the way she feels that it should We would like to note that Ms [redacted] purchased her line trimmer on 6/12/and the return period of days from the purchase date has since passed Unfortunately, we are unable to return Ms [redacted] ’s line trimmer That being said, because we value Ms [redacted] ’s patronage, we have processed a gift card in the amount of $which will be received in 7-business days to the address listed on this complaint That being said, because we have addressed Ms [redacted] ’s complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted] ***[redacted] @searshc.com
May 3, [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 [redacted] Mixer order that was canceledWe apologize for the delay in responding but we thought we had already sent a response for Ms [redacted] concernsThe mixer in question was priced incorrectly and it was also out-of-stockWe have standard emails that go out for each type of occurrence when the order is canceled and in this case the email was the one for an out-of-stock itemIn either case we would not honor the price, but for a pricing error we do indicate that not only do we cancel all orders but any requests to honor the price will be deniedThis helps so that multiple orders are not placedWe apologize that Ms [redacted] received the wrong emailThe terms of our website though do indicate that any orders that involve a pricing error (or any other type of error) will be canceled and that requests to honor the price will be deniedSince the cancelation was in accordance to our posted terms and conditions, we have closed our fileWe 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
Complaint: [redacted] I am rejecting this response because:1) Sears has not proven the power washed was used less than five hours.2) they continue to maintain they will not replace the power washer yet two other options to solve the problem were offered in the original complain and again the last response, options which Sears has yet to acknowledge Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: After numerous calls with Carlos C [redacted] on behalf of Sears, he he said he did not know why I did not receive the check within days, on August he asked me for a copy of my husband's bank records, I sent it, he saw proof that we had not been compensated, so on August he called me to tell me they are issuing a manual check that will arrive within days, not overnight, not [redacted] but within daysI asked him why when he wanted me to remove this from their file with the Revdex.com I received a [redacted] that arrived at my house the next day, but when it comes to issuing me a refund that is now over days late, you want to make me wait an additional days He had no response, so now days later I received the check and it is made out to my deceased father in law who have never been part of this story My father-in-law has been dead since 2008, he was never on this file, he did not pay with a credit card on July and that is not the bank record that we sent to Sears, they are still playing games and, we still have no money because you cannot cash a dead man's check, I just left another message this morning but Carlos did not answerI'm beyond pissed at this point It is now August 22, and I have been fighting with Sears since the first week of July for a refund that was promised the second week of July, and at this point they have zero credibility with mePlease do not close this file!!! Sincerely, Yolanda J***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service on his refrigerator As clarification, Sears and A&E Factory service are one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted] We would also like to point out that our contract with [redacted] states that we contact and deal directly with [redacted] on repairs With that being said despite Mr [redacted] allegations the Kenmore refrigerator, model # [redacted] does not have a recall nor do we have a service history on the refrigerator before September of As per our contract with [redacted] we informed them of the outcome of each repairMr [redacted] will need to address his request for food loss and other such compensation requests with his warranty provider, [redacted] It is important to point out that on the service scheduled February 2, we noted there was a non-repairable leaking coming from the discharge tube in the cavity of the refrigerator and [redacted] was informed of our findingsMr [redacted] will need to contact [redacted] for further assistance with his refrigeratorSince we have explained why we are unable to honor his request for a replacement of the refrigerator, we have closed this case We apologize to Mr [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]
September 16, Revdex.com Attn: [redacted] North Wabash Ave., Suite Chicago, IL Our File No [redacted] Revdex.com Case #: [redacted] Via [redacted] Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement products, Inc(SHIP) has been in contact with Mr [redacted] I tried to contact our Customer to discuss a couple of options that our local office would like to review with them in regards to their HVAC installation concernsOnce the options are reviewed with our Customers and a plan of action is agreed on, I will update you accordingly Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –William [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his lawnmower Unfortunately, it seems as if there may have been a misunderstandingMr [redacted] request was submitted well within the confines of our return policyFurthermore, we have the ability to have one of our delivery carriers pick the unit up at no costMr [redacted] should not have to proceed to a location that is inconvenient for him or pay a high UPS pickup costWe want to assure Mr [redacted] that we will follon this issue in an effort to prevent further such occurrencesThat said, arrangements have been made to pick up Mr***’s lawnmower at no cost to him and once it has been returned to our warehouse, a full refund will be issuedThis appointment is currently scheduled for November 189, If Mr [redacted] has any questions, he may reply to the email that has been sent to the address he providedSince we have arranged to grant Mr***’s request, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***) [redacted] Tammie [redacted] @searshc.com
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience and request for a refund of $in points It is unfortunate that we failed [redacted] expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After forwarding this matter to our Shop Your Way Reward department, they were able to issue a refund of points as a gesture of goodwillThis amount should cover the points that were previously removedAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] ***, email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order we show that [redacted] made several attempts to notify the seller since she received the item to no availTherefore, we have requested that a full refund be issued back to [redacted] s account [redacted] can expect to see the credit post to her account within to business days or she may email me directly at [redacted] In closure, since a refund has been processed accordingly, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] RevDex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the installation of a cooktop purchased at Sears. [redacted] Sears... Installation Solutions Support Specialist provided the following response: It is unfortunate that we failed Ms. [redacted] expectations when issues arose with the installation of her cooktop. We value Ms. [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectations. We hope that Ms. [redacted] will allow us another opportunity in the future to provide his with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the cooktop was installed on January 18, 2017. Since we have installed the cooktop, we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and while the "good faith" points were added to an unrelated account, I find that this resolution is satisfactory to meThank you for finally delivering my order Sincerely, [redacted] ***
February 15, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – MrsLorrie L [redacted] Dear Ms [redacted] , We have completed the investigation of Mrs***’s complaint regarding her recent online order experience and request to return the pool toys for a refund It is unfortunate that we failed Mrs***’s expectations when as we value her patronageAdditionally, we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we confirmed with the credit department that Mrs [redacted] has received a refund for all items in both orders except for the pool toysWe sent an email correspondence with this information and have asked Mrs [redacted] to provide us with her physical address so that we can start the process of creating return UPS labels for herOnce the items are return, then a refund will be issuedTo ensure that the refund is processed, we ask that Ms [redacted] contact us via email at [redacted] We hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Mrs***’s concerns and respectfully ask to have this matter closed, pending her response to us via email 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 Specialist Sears Holdings Corporation
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience It is unfortunate that we failed [redacted] expectations when she initially placed her online orderWe value [redacted] patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the online orders, we found that an adjustment of $had been processed on March 17, Additionally, we show that Sears Online had issued an Electronic Return Label she requested on March 22, However, the order has not been returned as of yetWe have submitted [redacted] request to have her name, email and boss’s information to be removed from Sears Holdings Corporations databaseWe hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re [redacted] Dear Ms [redacted] We have not fully completed our investigation of Mr [redacted] complaint regarding his dissatisfaction with the quality of the ** washer and his request for an exchange We apologize for the delay in responding to this complaintWe researched his purchase receipt and case notes related to Mr [redacted] washerAccording to our records, Mr [redacted] purchased the washer on June 27, and it was delivered on June 30, Mr [redacted] called Sears on October 31, and was transferred to [redacted] customer service for assistance with the washer warranty repairAs clarification, Sears has a day return/exchange period; however, after the day period has expired the product is covered by the manufacturer’s warranty for serviceSeveral months later, on March 20, Mr [redacted] contacted Sears again and was transferred again to [redacted] customer service for assistance On April 7, Mr [redacted] purchased a one-year protection agreement from Sears to service the washerWe apologize if there was any misunderstanding regarding the replacement terms of the agreement he purchasedWe would like to note that Mr [redacted] purchased a Master Protection Agreement (MPA) and that only entitles him to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “ must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”Since Mr [redacted] service agreement was not in effect until April 7, 2017, there is no service history with Sears and under the aforementioned terms, he did not meet the criteria for replacement On April 8, [redacted] contracted Sears to warranty service Mr [redacted] washerOn April 10, the technician ordered a tub cover, and scheduled a return visit to install the partsOn April 18, our technician returned to install the tub cover and found that the drain pump was leakingOur technician ordered additional parts and is scheduled to return on May 2, to install the parts We can also understand how frustrating Mr [redacted] has found the situation and it is not our intention to alienate our customers when they have an atypical experienceSince Mr [redacted] stated that the washer failed since day one, we reached out to Mr [redacted] and requested a copy of the [redacted] service receipt confirming the washer was serviced by [redacted] in July and any additional [redacted] service ordersWe are currently awaiting Mr [redacted] responseWe are committed to providing a fair and equitable resolutionIn the interim, should Mr [redacted] have any questions, he may contact me directly at [redacted] 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]
October 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Kim AB [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her recent online order experience and request to receive her merchandise Bill K [redacted] Store General Manager for Unit *** provided the following response: It is unfortunate if MsB [redacted] feels we failed her expectations as we value her patronageWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future MsB [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponAfter researching this matter, our records confirmed that MsB [redacted] picked up her order on September 9, Should MsB [redacted] have any further questions or concerns, she may contact our store directly at ( [redacted] In the interim, we have noted MsB [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
May 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with an air conditioning service purchased from Sears Auto Center and her subsequent request for a refund It is unfortunate that we failed Ms [redacted] expectations when she recently visited our Sears Auto CenterWe 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 As a result of this action, we revealed that [redacted] Manager for Sears Auto Center number ***, spoke with Ms [redacted] in March of this year and asked her to return so that we could evaluate the operation of her air conditioner and refund her if needed However, Ms [redacted] stated that she did not live close to the auto center and disconnected from their phone call Ms [redacted] tried calling Ms [redacted] back and left messages, but Ms [redacted] did not answer or return her calls It was Ms***’s intention to have Ms [redacted] take her vehicle to a Sears Auto Center location more convenient to her, but she was unable to proceed without a response from Ms*** If Ms [redacted] still needs assistance with this issue, she will need to contact Ms [redacted] at [redacted] within fifteen business days of the date of this letterIt may also be important to note that Ms [redacted] will be required to return her vehicle to Sears Auto Center for evaluation before a refund can be considered We apologize for any inconvenience Ms [redacted] may have experienced, and respectfully ask to have this matter closed, pending her response 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] ***
Complaint: [redacted] I am rejecting this response because: A lawn mower should not require continuous repairs [redacted] map does not show the heavy traffic in JacksonvilleI have never been treated like this by any business that sold me an expensive piece of equipment like a lawn mowerI have learned my lesson with dealing with SearsI will eat this bad purchase decision I made with Sears Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear MsV [redacted] We have completed our investigation of MrV [redacted] complaint regarding his refrigerator We apologize that MrV [redacted] refrigerator failed to meet his expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In MrV [redacted] case he did purchase a Sears Master Protection Agreement when he purchased his refrigerator in April and his refrigerator was repaired after the power outage he states his home experienced in under the MPASpecifically a new Compressor was installed on August 26, On September 2, we found that the condenser fan motor was not making connection properly and MrV [redacted] received $in food loss coverage under the MPAWe returned to MrV [redacted] home in October and replaced the control boardWe were contacted by MrV [redacted] again in December stating the refrigerator was not coolingWhen our service technician arrived he found the refrigerator and freezer working properly without issueHe did inform the V [redacted] to monitor the situation and call us back if the refrigerator continued to have problemsWe received no other calls or contacts from MrV [redacted] and when his MPA expired on April 26, he choose not to renew itMrV [redacted] states his refrigerator stopped working in June To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate It would be unjust for Sears to provide free service to MrV [redacted] , while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsSince we have explained why we are unable to honor MrV [redacted] request for a free service or replacement we have closed our file We apologize to MrV [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] and find that this resolution is satisfactory to me Sincerely, Heidi [redacted]
January 19, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *** [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his chair and his... denied request to receive a refund or exchange for a different item. Store Manager [redacted] provided the following response: Our return policy is clearly posted in the store and it notes that upholstered furniture can only be returned within 7 days from the date of sale. This chair is an upholstered item; therefore, Mr. [redacted] request was made outside of our policy period, but we made an exception the first time as a courtesy. We have examined the two chairs in our possession that Mr. [redacted] had. The first appears to have bene assembled wrong; the base was put on the chair backwards. The consumer would have been responsible for putting the chair on the base and when this was switched around, we could not find any issues with the chair. On the second chair, one of the bars was making a noise when the chair was reclined, but there was nothing wrong with it. In the interest of customer satisfaction, we have provided Mr. [redacted] with a cash refund. Should Mr. [redacted] have any other concerns, I ***) may be reached during normal business hours at ( [redacted] . In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding a line trimmer that is not working to her satisfaction We have received Ms [redacted] ’s complaint and apologize that her line trimmer is not working the way she feels that it should We would like to note that Ms [redacted] purchased her line trimmer on 6/12/and the return period of days from the purchase date has since passed Unfortunately, we are unable to return Ms [redacted] ’s line trimmer That being said, because we value Ms [redacted] ’s patronage, we have processed a gift card in the amount of $which will be received in 7-business days to the address listed on this complaint That being said, because we have addressed Ms [redacted] ’s complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted] ***[redacted] @searshc.com
May 3, [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 [redacted] Mixer order that was canceledWe apologize for the delay in responding but we thought we had already sent a response for Ms [redacted] concernsThe mixer in question was priced incorrectly and it was also out-of-stockWe have standard emails that go out for each type of occurrence when the order is canceled and in this case the email was the one for an out-of-stock itemIn either case we would not honor the price, but for a pricing error we do indicate that not only do we cancel all orders but any requests to honor the price will be deniedThis helps so that multiple orders are not placedWe apologize that Ms [redacted] received the wrong emailThe terms of our website though do indicate that any orders that involve a pricing error (or any other type of error) will be canceled and that requests to honor the price will be deniedSince the cancelation was in accordance to our posted terms and conditions, we have closed our fileWe 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] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
Complaint: [redacted] I am rejecting this response because:1) Sears has not proven the power washed was used less than five hours.2) they continue to maintain they will not replace the power washer yet two other options to solve the problem were offered in the original complain and again the last response, options which Sears has yet to acknowledge Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: After numerous calls with Carlos C [redacted] on behalf of Sears, he he said he did not know why I did not receive the check within days, on August he asked me for a copy of my husband's bank records, I sent it, he saw proof that we had not been compensated, so on August he called me to tell me they are issuing a manual check that will arrive within days, not overnight, not [redacted] but within daysI asked him why when he wanted me to remove this from their file with the Revdex.com I received a [redacted] that arrived at my house the next day, but when it comes to issuing me a refund that is now over days late, you want to make me wait an additional days He had no response, so now days later I received the check and it is made out to my deceased father in law who have never been part of this story My father-in-law has been dead since 2008, he was never on this file, he did not pay with a credit card on July and that is not the bank record that we sent to Sears, they are still playing games and, we still have no money because you cannot cash a dead man's check, I just left another message this morning but Carlos did not answerI'm beyond pissed at this point It is now August 22, and I have been fighting with Sears since the first week of July for a refund that was promised the second week of July, and at this point they have zero credibility with mePlease do not close this file!!! Sincerely, Yolanda J***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding service on his refrigerator As clarification, Sears and A&E Factory service are one of several service companies contracted by [redacted] to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to [redacted] We would also like to point out that our contract with [redacted] states that we contact and deal directly with [redacted] on repairs With that being said despite Mr [redacted] allegations the Kenmore refrigerator, model # [redacted] does not have a recall nor do we have a service history on the refrigerator before September of As per our contract with [redacted] we informed them of the outcome of each repairMr [redacted] will need to address his request for food loss and other such compensation requests with his warranty provider, [redacted] It is important to point out that on the service scheduled February 2, we noted there was a non-repairable leaking coming from the discharge tube in the cavity of the refrigerator and [redacted] was informed of our findingsMr [redacted] will need to contact [redacted] for further assistance with his refrigeratorSince we have explained why we are unable to honor his request for a replacement of the refrigerator, we have closed this case We apologize to Mr [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]
September 16, Revdex.com Attn: [redacted] North Wabash Ave., Suite Chicago, IL Our File No [redacted] Revdex.com Case #: [redacted] Via [redacted] Dear Ms [redacted] This letter serves to confirm that Sears Home Improvement products, Inc(SHIP) has been in contact with Mr [redacted] I tried to contact our Customer to discuss a couple of options that our local office would like to review with them in regards to their HVAC installation concernsOnce the options are reviewed with our Customers and a plan of action is agreed on, I will update you accordingly Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted]
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –William [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his lawnmower Unfortunately, it seems as if there may have been a misunderstandingMr [redacted] request was submitted well within the confines of our return policyFurthermore, we have the ability to have one of our delivery carriers pick the unit up at no costMr [redacted] should not have to proceed to a location that is inconvenient for him or pay a high UPS pickup costWe want to assure Mr [redacted] that we will follon this issue in an effort to prevent further such occurrencesThat said, arrangements have been made to pick up Mr***’s lawnmower at no cost to him and once it has been returned to our warehouse, a full refund will be issuedThis appointment is currently scheduled for November 189, If Mr [redacted] has any questions, he may reply to the email that has been sent to the address he providedSince we have arranged to grant Mr***’s request, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***) [redacted] Tammie [redacted] @searshc.com
March 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order experience and request for a refund of $in points It is unfortunate that we failed [redacted] expectations as we value her patronageWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After forwarding this matter to our Shop Your Way Reward department, they were able to issue a refund of points as a gesture of goodwillThis amount should cover the points that were previously removedAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] ***, email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order we show that [redacted] made several attempts to notify the seller since she received the item to no availTherefore, we have requested that a full refund be issued back to [redacted] s account [redacted] can expect to see the credit post to her account within to business days or she may email me directly at [redacted] In closure, since a refund has been processed accordingly, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation