(The consumer indicated he/she ACCEPTED the response from the business.) I have received my vacuum and the gift cardThe response Sears has given is correct
January 2, 2018 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Candelaria C [redacted] Dear [redacted] We have completed our investigation of Ms. C [redacted] complaint... regarding her recent purchase. A refund check for $257.99 was issued to Ms. C [redacted] home address and it should arrive within 10-12 business days. As such, we have closed our file. We apologize to Ms. C [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 S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [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, Jeffery D***
April 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent store visit Store Manager [redacted] provided the following response: Unfortunately, once a coupon is loaded into a Shop Your Way Rewards (SYWR) member’s profile, it cannot be removedAlso, our coupons and promotions typically note that they cannot be combinedThis means that [redacted] received the better deal by using her $in surprise points, but she would not have been able to add the additional $coupon As far as the pricing issues are concerned, we strive to make sure that our items scan for the proper price, but there are times when this will not be the case due to human errorThere are also instances wherein stickers have been put on the wrong items by previous consumers or where an item has been put on the clearance rack when someone decided they did not want it after all If the item was not being sold for the price [redacted] wanted, the decision could have been made not to purchase itThat said, we do appreciate [redacted] ’s patronage and we have sent her a $gift card as a courtesyThis gift card should arrive within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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] Specialist, Regulatory Complaints [redacted]
November 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Belinda [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her inability to receive an she purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description In case Ms [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the television in question is not available in Ms [redacted] area and since it was being sold at a special price there are no substitutions Unfortunately, it seems that there was an unforeseen error that took place with our refund system in this instance and her credit did not issue as it should However, a manual credit was applied to her account on November 9, and it should be visible within 3-business days from that date In closure, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Specialist, Regulatory Complaints Direct Dial [redacted] Tammie[redacted] @searshc.com
March 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Richard R [redacted] Dear Ms [redacted] We have completed the investigation of MrR [redacted] complaint regarding his water heater We have spoken with MrR [redacted] in regard to this issue and even though we only owe him the value of our basic installation fee according to the terms of his service contract, we offered to send him a check for an additional $as a courtesy and he acceptedThat check should arrive within business days We apologize to MrR [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 S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from SearsWe have processed an in warranty exchange for [redacted] The new refrigerator has been ordered and will be delivered to his home on Saturday, June 18, We truly apologize to Mr [redacted] for the inconvenience noted in his complaintIf [redacted] has any additional concerns, he can contact me via email at [redacted] Since we have processed the aforementioned in warranty exchange, we ask that this complaint be 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s rebuttal regarding Sears Home ServicesWe feel it is important to note that, as we noted in our initial correspondence, our technician arrived at the home and found the refrigerator to be operating as designedThe technician was at the home for close to minutes and no fault was foundWe feel it is pertinent to remind Ms [redacted] that it is difficult to diagnose an intermittent problemWithin her rebuttal, Ms [redacted] notes that if Sears Home Services cannot diagnose and fix the problem, they need to replace the unit per her service contractWe would like to clarify that the refrigerator in question is covered by a Sears Repair Protection Agreement (RPA) and per the terms and conditions of the agreement; a covered item is eligible for replacement when it has been deemed unable to be repairedThat said, Sears Home Services will continue to service the refrigerator per the terms of the RPAWe will provide an additional update after the scheduled service call for September 29, 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorMs [redacted] is aware that her refrigerator has been approved for replacement per the terms and conditions of the Master Protection Agreement covering the unitAll Ms [redacted] needs to do is to go to her local Sears store and advise her sales associate that her refrigerator has been approved for replacementSears will cover the delivery and haul away chargesThat said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
August 17, 2016 RevDex.com Attn: Nita [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Your BBB No: [redacted] Via: 1st class US Postage Via email: [redacted] @chicago.bbb.org Dear Ms. [redacted] , Thank you for contacting Sears Home... Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. In regards to Mr. [redacted] ’s complaint, I show only two services having been scheduled for his hvac unit and both techs recommended a new unit. There are no records that the techs flipped any breakers. However, we also did not collect any money from the customer as this service cost would have gone towards the new unit, if sold. On 7/20/2016, the contract was signed for a new HVAC unit and the project coordinator, Randi Lee spoke with Mr. [redacted] to set the pre-site visit. The pre-site was scheduled for 7/21/2016 between 4:00pm-4:30pm. On 7/21/2016, Mr. [redacted] spoke with Randi Lee to advise he was cancelling because he was going to have a friend install the unit at a cheaper cost. Since Mr. [redacted] chose not to buy from Sears, the service charges are now due and owing. While we stand behind our products we understand that as a consumer they have to choose what is best for them. We regret that Mr. [redacted] has decided to cancel the project. However, SHIP will not be responsible for reimbursing the customer for any out of pocket expense and/or the alternate company he has chosen to go with. Nevertheless, Mr. [redacted] has not paid SHIP for any of the services and/or the pre-site incurred costs. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5415, or via email at Melissa. [redacted] @searshomepro.com. Sincerely, Melissa [redacted] SHIP/HI Regulatory Complaint Specialist cc: George [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.Thank you to Sears for making this right, and I appreciate their professionalism and willingness to offer a solutions that, in essence, meets us halfway. Sincerely, [redacted]
January 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience and non-receipt of a refund for the items she did not receive We would first like to apologize for any inconvenience Ms [redacted] experienced with her online orderAfter reviewing the notes and researching her order we found that Ms [redacted] was charged for the items she did not receiveAs such, we have processed a refund of $back to her [redacted] account ending in ***For Ms [redacted] records the return receipt number is [redacted] and the credit should post to her account within to business daysShould Ms [redacted] have any questions regarding her refund, she may contact me directly via email at [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms [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
November 13, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding non-receipt of a refund for his returned sears.com order.It is unfortunate that we failed [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that [redacted] spoke with sears.com again on October 25, 2015, and his return was confirmedTherefore, a refund of $ was issued to his [redacted] account ending in [redacted] on October 30, At this time, we can only reiterate that we truly regret any inconvenience [redacted] may have experienced We hope that in the future he will allow sears.com the opportunity to provide him 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 [redacted] comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] ***
December 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of the [redacted] complaint regarding their allegation that the installation contractor installed the incorrect bottom trim kit during the installation of their oven and damaged the cabinets Firstly we would like to apologize for the inconvenience and disappointment that the [redacted] may have experiencedWe contacted Ms [redacted] and she confirmed that she had received the correct bottom trim kitShe stated that the contractor knew that the one he had installed was not the correct one and damaged her cabinetWe offered to contact the contractor and request a return visit to install the correct trim kit and to assess the damageOn December 20, we followed up with Ms [redacted] and she stated that she had a relative install the bottom trim kitHowever, the contractor did return on December 19, and assessed the damageWe received confirmation that a damage claim has been filed and assigned claim [redacted] The installation contractor will continue to work with Ms [redacted] regarding the damage claimIf Ms [redacted] has any questions or concerns, she can contact me direct at [redacted] With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms***’s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time We apologize to the ***s 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]
December 8, 2017 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – Anthony Disabatino Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple... reschedules and parts delay for the repair of his refrigerator. It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a refrigerator repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Due the parts delay and service related issues, on October 31, 2017 we contacted Mr. [redacted] and he was offered a warranty exchange on the refrigerator. Mr. [redacted] selected to exchange with the same model and the new unit waas delivered on November 3, 2017. With that being said, since it is our understanding that the exchange was a resolution that met with Mr. [redacted] approval, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512-248-7954 direct Matilda [redacted] @searshc.com
March 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Jason B [redacted] Dear [redacted] We have completed the investigation of MrB [redacted] rebuttal regarding alleged non-receipt of the remaining portion of his refund As stated in our previous response, the remaining amount of $was issued to MrB [redacted] on March 6, Unfortunately, Sears does not have any jurisdiction over the time-frame in which credit providers post refunds Therefore, we can only suggest that MrB [redacted] simply needs to allow more time for his credit provider to post the refund MrB [redacted] may contact MsK [redacted] at [redacted] , extension [redacted] if he still does not see his refund or if he has any further questions about this issueWe have closed our file in the interim, since the requested refunds have been processed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
January 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Frank F [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a recent order We would first note that Mr [redacted] order was placed through one of our Marketplace vendors, Big Electron LiquidatorsAs clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors In the case, it appears that an error was made and that item number was removed for that price from our website once noticedRegardless though, the merchant clearly did not have any intent to sell the stereo at such a substantially reduced price As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case Mr [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “ Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and Mr [redacted] noted that he has already received a refund, we are unable to honor his request to receive the merchandise for the substantially incorrect price As this decision is in accordance to our posted terms and conditions, 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] Specialist, Regulatory Complaints Email: Tammie[redacted] @searshc.com
[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 a vacuum cleaner. Ms. [redacted] notes in her complaint that her... vacuum is not meeting her expectations. Additionally she asks to have it replaced. We are unable to find a vacuum cleaner noted under wither phone number provided in Ms. [redacted] complaint. Within her complaint, Ms. [redacted] does reference dates in December 2008. We feel it is important to remind Ms. [redacted] that Sears has a 30 day return policy, if the vacuum is from [redacted] and not covered by a Sears Protection Agreement, we will be unable to assist. If Ms. [redacted] has purchase information, she can email me at [redacted] Since we have noted our response and have requested information from Ms. [redacted] , we ask that this complaint be closed pending further contact. 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 find that this resolution is satisfactory to me Sincerely, Steven B***
(The consumer indicated he/she ACCEPTED the response from the business.) I have received my vacuum and the gift cardThe response Sears has given is correct
(The consumer indicated he/she ACCEPTED the response from the business.) (soffice.exe)
January 2, 2018 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Candelaria C [redacted] Dear [redacted] We have completed our investigation of Ms. C [redacted] complaint... regarding her recent purchase. A refund check for $257.99 was issued to Ms. C [redacted] home address and it should arrive within 10-12 business days. As such, we have closed our file. We apologize to Ms. C [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 S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [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, Jeffery D***
April 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent store visit Store Manager [redacted] provided the following response: Unfortunately, once a coupon is loaded into a Shop Your Way Rewards (SYWR) member’s profile, it cannot be removedAlso, our coupons and promotions typically note that they cannot be combinedThis means that [redacted] received the better deal by using her $in surprise points, but she would not have been able to add the additional $coupon As far as the pricing issues are concerned, we strive to make sure that our items scan for the proper price, but there are times when this will not be the case due to human errorThere are also instances wherein stickers have been put on the wrong items by previous consumers or where an item has been put on the clearance rack when someone decided they did not want it after all If the item was not being sold for the price [redacted] wanted, the decision could have been made not to purchase itThat said, we do appreciate [redacted] ’s patronage and we have sent her a $gift card as a courtesyThis gift card should arrive within 10-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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] Specialist, Regulatory Complaints [redacted]
November 14, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Belinda [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her inability to receive an she purchased from sears.com As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description In case Ms [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: ““IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the television in question is not available in Ms [redacted] area and since it was being sold at a special price there are no substitutions Unfortunately, it seems that there was an unforeseen error that took place with our refund system in this instance and her credit did not issue as it should However, a manual credit was applied to her account on November 9, and it should be visible within 3-business days from that date In closure, we apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Specialist, Regulatory Complaints Direct Dial [redacted] Tammie[redacted] @searshc.com
March 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Richard R [redacted] Dear Ms [redacted] We have completed the investigation of MrR [redacted] complaint regarding his water heater We have spoken with MrR [redacted] in regard to this issue and even though we only owe him the value of our basic installation fee according to the terms of his service contract, we offered to send him a check for an additional $as a courtesy and he acceptedThat check should arrive within business days We apologize to MrR [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 S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.S [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from SearsWe have processed an in warranty exchange for [redacted] The new refrigerator has been ordered and will be delivered to his home on Saturday, June 18, We truly apologize to Mr [redacted] for the inconvenience noted in his complaintIf [redacted] has any additional concerns, he can contact me via email at [redacted] Since we have processed the aforementioned in warranty exchange, we ask that this complaint be 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Francis [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s rebuttal regarding Sears Home ServicesWe feel it is important to note that, as we noted in our initial correspondence, our technician arrived at the home and found the refrigerator to be operating as designedThe technician was at the home for close to minutes and no fault was foundWe feel it is pertinent to remind Ms [redacted] that it is difficult to diagnose an intermittent problemWithin her rebuttal, Ms [redacted] notes that if Sears Home Services cannot diagnose and fix the problem, they need to replace the unit per her service contractWe would like to clarify that the refrigerator in question is covered by a Sears Repair Protection Agreement (RPA) and per the terms and conditions of the agreement; a covered item is eligible for replacement when it has been deemed unable to be repairedThat said, Sears Home Services will continue to service the refrigerator per the terms of the RPAWe will provide an additional update after the scheduled service call for September 29, 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her refrigeratorMs [redacted] is aware that her refrigerator has been approved for replacement per the terms and conditions of the Master Protection Agreement covering the unitAll Ms [redacted] needs to do is to go to her local Sears store and advise her sales associate that her refrigerator has been approved for replacementSears will cover the delivery and haul away chargesThat said we ask that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
August 17, 2016 RevDex.com Attn: Nita [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Your BBB No: [redacted] Via: 1st class US Postage Via email: [redacted] @chicago.bbb.org Dear Ms. [redacted] , Thank you for contacting Sears Home... Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. In regards to Mr. [redacted] ’s complaint, I show only two services having been scheduled for his hvac unit and both techs recommended a new unit. There are no records that the techs flipped any breakers. However, we also did not collect any money from the customer as this service cost would have gone towards the new unit, if sold. On 7/20/2016, the contract was signed for a new HVAC unit and the project coordinator, Randi Lee spoke with Mr. [redacted] to set the pre-site visit. The pre-site was scheduled for 7/21/2016 between 4:00pm-4:30pm. On 7/21/2016, Mr. [redacted] spoke with Randi Lee to advise he was cancelling because he was going to have a friend install the unit at a cheaper cost. Since Mr. [redacted] chose not to buy from Sears, the service charges are now due and owing. While we stand behind our products we understand that as a consumer they have to choose what is best for them. We regret that Mr. [redacted] has decided to cancel the project. However, SHIP will not be responsible for reimbursing the customer for any out of pocket expense and/or the alternate company he has chosen to go with. Nevertheless, Mr. [redacted] has not paid SHIP for any of the services and/or the pre-site incurred costs. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5415, or via email at Melissa. [redacted] @searshomepro.com. Sincerely, Melissa [redacted] SHIP/HI Regulatory Complaint Specialist cc: George [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.Thank you to Sears for making this right, and I appreciate their professionalism and willingness to offer a solutions that, in essence, meets us halfway. Sincerely, [redacted]
January 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience and non-receipt of a refund for the items she did not receive We would first like to apologize for any inconvenience Ms [redacted] experienced with her online orderAfter reviewing the notes and researching her order we found that Ms [redacted] was charged for the items she did not receiveAs such, we have processed a refund of $back to her [redacted] account ending in ***For Ms [redacted] records the return receipt number is [redacted] and the credit should post to her account within to business daysShould Ms [redacted] have any questions regarding her refund, she may contact me directly via email at [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms [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
November 13, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding non-receipt of a refund for his returned sears.com order.It is unfortunate that we failed [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Our records indicate that [redacted] spoke with sears.com again on October 25, 2015, and his return was confirmedTherefore, a refund of $ was issued to his [redacted] account ending in [redacted] on October 30, At this time, we can only reiterate that we truly regret any inconvenience [redacted] may have experienced We hope that in the future he will allow sears.com the opportunity to provide him 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 [redacted] comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] ***
December 21, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of the [redacted] complaint regarding their allegation that the installation contractor installed the incorrect bottom trim kit during the installation of their oven and damaged the cabinets Firstly we would like to apologize for the inconvenience and disappointment that the [redacted] may have experiencedWe contacted Ms [redacted] and she confirmed that she had received the correct bottom trim kitShe stated that the contractor knew that the one he had installed was not the correct one and damaged her cabinetWe offered to contact the contractor and request a return visit to install the correct trim kit and to assess the damageOn December 20, we followed up with Ms [redacted] and she stated that she had a relative install the bottom trim kitHowever, the contractor did return on December 19, and assessed the damageWe received confirmation that a damage claim has been filed and assigned claim [redacted] The installation contractor will continue to work with Ms [redacted] regarding the damage claimIf Ms [redacted] has any questions or concerns, she can contact me direct at [redacted] With that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms***’s issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time We apologize to the ***s 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]
December 8, 2017 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – Anthony Disabatino Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the multiple... reschedules and parts delay for the repair of his refrigerator. It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a refrigerator repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Due the parts delay and service related issues, on October 31, 2017 we contacted Mr. [redacted] and he was offered a warranty exchange on the refrigerator. Mr. [redacted] selected to exchange with the same model and the new unit waas delivered on November 3, 2017. With that being said, since it is our understanding that the exchange was a resolution that met with Mr. [redacted] approval, 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512-248-7954 direct Matilda [redacted] @searshc.com
March 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Jason B [redacted] Dear [redacted] We have completed the investigation of MrB [redacted] rebuttal regarding alleged non-receipt of the remaining portion of his refund As stated in our previous response, the remaining amount of $was issued to MrB [redacted] on March 6, Unfortunately, Sears does not have any jurisdiction over the time-frame in which credit providers post refunds Therefore, we can only suggest that MrB [redacted] simply needs to allow more time for his credit provider to post the refund MrB [redacted] may contact MsK [redacted] at [redacted] , extension [redacted] if he still does not see his refund or if he has any further questions about this issueWe have closed our file in the interim, since the requested refunds have been processed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
January 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Frank F [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a recent order We would first note that Mr [redacted] order was placed through one of our Marketplace vendors, Big Electron LiquidatorsAs clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors In the case, it appears that an error was made and that item number was removed for that price from our website once noticedRegardless though, the merchant clearly did not have any intent to sell the stereo at such a substantially reduced price As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected Most online retailers post similar terms of use, and we stand by our disclaimer In case Mr [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “ Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and Mr [redacted] noted that he has already received a refund, we are unable to honor his request to receive the merchandise for the substantially incorrect price As this decision is in accordance to our posted terms and conditions, 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] Specialist, Regulatory Complaints Email: Tammie[redacted] @searshc.com
[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 a vacuum cleaner. Ms. [redacted] notes in her complaint that her... vacuum is not meeting her expectations. Additionally she asks to have it replaced. We are unable to find a vacuum cleaner noted under wither phone number provided in Ms. [redacted] complaint. Within her complaint, Ms. [redacted] does reference dates in December 2008. We feel it is important to remind Ms. [redacted] that Sears has a 30 day return policy, if the vacuum is from [redacted] and not covered by a Sears Protection Agreement, we will be unable to assist. If Ms. [redacted] has purchase information, she can email me at [redacted] Since we have noted our response and have requested information from Ms. [redacted] , we ask that this complaint be closed pending further contact. 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 find that this resolution is satisfactory to me Sincerely, Steven B***