[redacted] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a [redacted] Garage Door Opener. On Tuesday, December 22, 2015, I had the... pleasure of speaking with Mr. [redacted] regarding his concerns about the [redacted] garage door opener he purchased from Sears. Additionally, it wasn’t until after the install was completed and he was programming the openers did Mr. [redacted] find that he needs to purchase a Home Link Compatibility Bridge to make the units work with his vehicles. As a one-time gesture of good faith, we will reimburse Mr. [redacted] for the monies he spent for the Home Link Compatibility Bridge. Mr. [redacted] will email me a copy of the bill. Since we have agreed to reimburse Mr. [redacted] , we ask that this complaint be 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 Claims Specialist Sears Holdings Corporation [redacted]
January 9, 2017 [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 her dissatisfaction with refund amount for the return... of mattress she ordered online. Upon receipt of Ms. [redacted] complaint we reviewed the delivery and online notes related to her mattress order and return. According to our records, Ms. [redacted] paid $144.00 for the mattress, $101.00 for delivery, and $17.15 in taxes for a total of $262.15. On December 19, 2016 the mattress was returned and on December 21, 2016 we issued a full refund on the mattress; $144.00 + $10.08 tax for a total of credit of $154.08. The delivery fee of $101.00 + $7.07 tax is non-refundable. We would like to note that a link to view the return policy online is listed below the description of the items we sell. With that being said, the return policy states, “For items delivered to your home - Delivery, labor &/or installation fees cannot be refunded”. Furthermore, it states, “A 15% processing/restocking fee is charged for mattresses, foundations, assembled/upholstered indoor furniture, water heaters & built-in home appliances.” For customer satisfaction, we did not charge Ms. [redacted] a restocking fee on the mattress purchase. We apologize if there was any miscommunication regarding her request to exchange for a non-mattress item since that is not an option with online purchases. Regardless if Ms. [redacted] was exchanging for another mattress or returning the item, the delivery fee is non-refundable. Since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 13, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – [redacted] and [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] ’s complaint regarding their recent online order experience and request for a refund It is unfortunate that we failed Mrand Mrs [redacted] ’s expectations as we value their patronageWe can assure the [redacted] ’s that their concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order we found that Sears Online processed a full refund of $on July 11, For the [redacted] ’s records the return receipt number is [redacted] Additionally, we hope that in the future Mrand Mrs [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted the [redacted] ’s 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Chad R [redacted] Dear Ms [redacted] We have completed the investigation of MrR [redacted] complaint regarding his recent online order experience and his request for a full 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 MrR [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn MrR [redacted] case, the order was fulfilled by [redacted] Shop located at [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 MrR [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 therein Placing an Order Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace itemsThird-party/Marketplace sellers' shipping and delivery policies may differ from those offered by SearsWhen ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policiesSears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace sellerYou agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issuesAs payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy Returns 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 researching this matter, we sent an email correspondence to the seller on MrR [redacted] behalfThe seller replied on November 30, 2017, apologizing for the delay in refundAccordingly, a refund of $and $was issued under return receipt numbers [redacted] The credit will post to the [redacted] account ending in [redacted] within to business daysIn closure, since a full refund has been processed, 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, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Auto Center and Monroe shocks [redacted] Sears Auto Center Manager from our North [redacted] location, provided the following response: If Mr [redacted] shocks are found to be defective, Sears Auto Center would gladly exchange them for himAll I ask is that Mr [redacted] bring his vehicle to the auto center so that we can check the shocks and make a determinationMr [redacted] can reach me at the auto center by calling [redacted] Since we have stated our intent to replace Mr [redacted] shocks if they are found to be defective, 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]
October 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delivery delay of her online order and the customer service she received We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] ***'s expectationsOur records indicate that [redacted] placed her online order [redacted] on October 2, and the order was cancelled because of an issue with her credit card [redacted] called to inform us that her credit card was charged, but we assured her that the charges did go through since the order was cancelled and no receipt was issued for the chargesThe order was placed again on order [redacted] and it was cancelled again due an issue with her credit card again [redacted] conferenced Sears and her banking institute to discuss the issue and the pending charges [redacted] was informed by her banking institute that it could take several days for the funds to be released back into her accountOn October 10, [redacted] placed order [redacted] using a gift card to purchase the washer and hose againRegrettably, the there was a problem with the gift card and the order was cancelled as well [redacted] was instructed to check the balance on the gift cardOn October 11, [redacted] ordered the washer on order [redacted] and the order was processedIt was discovered that the hose had not been ordered and was ordered on order [redacted] The washer was delivered on October 12, [redacted] called again on October 13, to discuss the issues she had with her ordersFor customer satisfaction, [redacted] was offered an $credit on the purchase and she accepted the offerWith that being said, since we have addressed the issues brought forth in [redacted] ***'s complaint, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/05/19) */ Contact Name and Title: [redacted] Contact Phone: [redacted] May 19, [redacted] We have completed the investigation of [redacted] complaint regarding her online order After researching the complaint filed, we found that [redacted] and previously been in contact with Online Solutions, Sears' escalated complaint departmentOnline Solutions verified [redacted] charged from March 29, The system showed that the order went into a cancelled status on May 1, Accordingly, the refund was automatically processedIt is unfortunate that we failed [redacted] expectations and we 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 [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedFinally, as a gesture of goodwill we mailed a $gift card to [redacted] billing address for the delayAdditionally, 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 uponShould [redacted] have any further questions or concerns, she may contact Online Solutions at [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
September 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal Once we received [redacted] rebuttal he was contacted by [redacted] the District Service Manager, he had [redacted] take his vehicle to the [redacted] Auto Center to check and review the work that was doneOn Friday, September 18, [redacted] took his vehicle into the center and his rotors were resurfaced at no charge to himAs it is our understanding that this resolution was acceptable to [redacted] we have closed our case We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return her luggage after the day return period We received Ms [redacted] rebuttal regarding the gift card we offered for the inconvenience that she experiencedOn May 5, we processed the $gift card and Ms [redacted] should receive it within – business days via emailIf Ms [redacted] has not received it by May 11, she contact me and we will submit a cancellation and reissueWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 4, [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 repair to her refrigerator First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance A follservice call was subsequently scheduled for May 3, 2017, at which time a new compressor was installed at no additional cost to Ms [redacted] With that said, since we have documented Ms [redacted] concerns with the repair process and we have waived the labor fee for the replacement of her compressor, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) Yesterday, I used the lawnmower and it shut off half way through the back yardCalled Miltilda, left message and within hours, she left message that the mower will be replaced Today we went to Sears, ordered the replacement, Sears covered delivery, tax and pickup for the oldI am satisfiedHowever, it has been months to get to this point, very sad for a corporationI will not purchase any major appliance from Sears, for fear of being without a stove, refrigerator for such a time thank you, Diana
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal As we noted in our last response, the check in question was sent to Mr [redacted] While we realize that Mr [redacted] would probably like for us to keep his complaint open until he feels the matter is resolved by receiving the check if he has not done so, our agreement with the Revdex.com has time limits imposed upon our responsesIn light of the aforementioned information, we respectfully ask that this matter be considered closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] [redacted] @searshc.com
Initial Business Response / [redacted] (1000, 10, 2015/04/13) */ Contact Name and Title: [redacted] April 13, 2015 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # XXXXXXXX Dear Ms. [redacted] We have completed the... investigation of Ms. [redacted] 's complaint regarding Sears Home Services. First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled a washer repair. Upon receipt of Ms. [redacted] 's concerns on April 9, 2015, we contacted [redacted] with unit [redacted] for assistance. Ms. [redacted] contacted our Routing Department and was able to arrange for sooner service for Ms. [redacted] . Our records show that a Sears technician was able to complete the repair to her washer on April 13, 2015. Since it is our understanding that Ms. [redacted] is satisfied that we were able to accommodate her request for sooner service, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a refund We would first like to apologize for any inconvenience Mr [redacted] may have experiencedAfter reviewing the notes in Mr [redacted] order we found that Sears Online confirmed that the order was returned and processed a full refund of $on December 9, 2016, under return receipt number [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding setting a repair for her over the range microwaveThe contact phone number provided by Ms [redacted] has a fax machine answering therefore we were not able to speak to Ms [redacted] That being said we show no service orders made by her for Sears to review and repair the microwaveWe do show she has an MPA and is covered for service until Ms [redacted] need only contact Sears at [redacted] , thats [redacted] and request serviceIf she still requires assistance, she can contact me via email at [redacted] or via phone at [redacted] In the interim, we will consider Ms [redacted] matter closed at this timeWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Deb [redacted] Dear Ms [redacted] We have completed our review of Ms***’ rebuttal complaint regarding her request for Sears to give her $in Shop Your Way Reward points As stated in our previous response, Ms [redacted] earned $in points for the raincoat purchase and she used those pointsHowever, once the product was returned this caused a negative balance in her accountAs a courtesy exception, Sears forgave that negative balanceRegardless, we are still willing to give her $to resolve this matterTherefore, we have issued a Sears gift card instead of Shop Your Way Reward points, which will arrive in the mail within ten business days from today’s dateMs [redacted] will need to allow until March 24, 2017, to receive the gift card in the mailIf Ms [redacted] does not receive the gift card by this date then she may email me directly at [redacted] We respectfully ask to have this matter remain closed, pending the receipt of the gift card We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 24, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the replacement of his Craftsman toolUpon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concern [redacted] contacted [redacted] and he confirmed that the warranty replacement has been processed by a store associate as a store to home sale [redacted] has already received the replacement Craftsman tool and is satisfied With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.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] Regulatory Complaint SpecialistSears Holdings Corporation [redacted]
February 1, [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 failure of her refrigerator outside the terms of her warranty and her request to receive reimbursement a service provider other than Sears Ms [redacted] was given accurate information in reference to her warrantyNamely that it only covered defects that manifest themselves in the first yearAfter that time, repairs would not be covered whether they were completed by Sears or by another providerWith that said, we can also understand her frustration at having something like this occur about a year and half after that warranty has expiredDue to that, as a one-time courtesy we are willing to send Ms [redacted] the value of her outside service in the form of a Sears gift card for $If she would like to accept this, she is welcome to call me at [redacted] or email me at [redacted] so that this can be arrangedIn the interim, since we feel we have proposed a reasonable alternative even though no warranty was in effect and we did not even provide the service, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
Revdex.com: I have in fact been in contact with the Executive Member Support The manager of that department has been able to help me resolve the issue I am still awaiting a check to complete the resolution I find it sad that it had to go to the manager of the department as the two other individuals in that department were not able to resolve, when if they had really listened and understood the problem they could in fact had the issue resolved In fact, had the store accepted responsibility in knowing they sold something that should never been listed for sale, this issue could have been resolved months earlierAs soon as I receive the check, which should be any day now, I will consider this issue resolved Sincerely, [redacted]
Complaint: I am rejecting this response because:We have not come to any conclusions and I do not feel we should dismiss this claim until we reach a conclusion Sincerely, Elizabeth [redacted]
[redacted] RevDex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding a [redacted] Garage Door Opener. On Tuesday, December 22, 2015, I had the... pleasure of speaking with Mr. [redacted] regarding his concerns about the [redacted] garage door opener he purchased from Sears. Additionally, it wasn’t until after the install was completed and he was programming the openers did Mr. [redacted] find that he needs to purchase a Home Link Compatibility Bridge to make the units work with his vehicles. As a one-time gesture of good faith, we will reimburse Mr. [redacted] for the monies he spent for the Home Link Compatibility Bridge. Mr. [redacted] will email me a copy of the bill. Since we have agreed to reimburse Mr. [redacted] , we ask that this complaint be 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 Claims Specialist Sears Holdings Corporation [redacted]
January 9, 2017 [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 her dissatisfaction with refund amount for the return... of mattress she ordered online. Upon receipt of Ms. [redacted] complaint we reviewed the delivery and online notes related to her mattress order and return. According to our records, Ms. [redacted] paid $144.00 for the mattress, $101.00 for delivery, and $17.15 in taxes for a total of $262.15. On December 19, 2016 the mattress was returned and on December 21, 2016 we issued a full refund on the mattress; $144.00 + $10.08 tax for a total of credit of $154.08. The delivery fee of $101.00 + $7.07 tax is non-refundable. We would like to note that a link to view the return policy online is listed below the description of the items we sell. With that being said, the return policy states, “For items delivered to your home - Delivery, labor &/or installation fees cannot be refunded”. Furthermore, it states, “A 15% processing/restocking fee is charged for mattresses, foundations, assembled/upholstered indoor furniture, water heaters & built-in home appliances.” For customer satisfaction, we did not charge Ms. [redacted] a restocking fee on the mattress purchase. We apologize if there was any miscommunication regarding her request to exchange for a non-mattress item since that is not an option with online purchases. Regardless if Ms. [redacted] was exchanging for another mattress or returning the item, the delivery fee is non-refundable. Since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 13, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – [redacted] and [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] ’s complaint regarding their recent online order experience and request for a refund It is unfortunate that we failed Mrand Mrs [redacted] ’s expectations as we value their patronageWe can assure the [redacted] ’s that their concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order we found that Sears Online processed a full refund of $on July 11, For the [redacted] ’s records the return receipt number is [redacted] Additionally, we hope that in the future Mrand Mrs [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted the [redacted] ’s 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Chad R [redacted] Dear Ms [redacted] We have completed the investigation of MrR [redacted] complaint regarding his recent online order experience and his request for a full 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 MrR [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn MrR [redacted] case, the order was fulfilled by [redacted] Shop located at [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 MrR [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 therein Placing an Order Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace itemsThird-party/Marketplace sellers' shipping and delivery policies may differ from those offered by SearsWhen ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policiesSears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace sellerYou agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issuesAs payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy Returns 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 researching this matter, we sent an email correspondence to the seller on MrR [redacted] behalfThe seller replied on November 30, 2017, apologizing for the delay in refundAccordingly, a refund of $and $was issued under return receipt numbers [redacted] The credit will post to the [redacted] account ending in [redacted] within to business daysIn closure, since a full refund has been processed, 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, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Auto Center and Monroe shocks [redacted] Sears Auto Center Manager from our North [redacted] location, provided the following response: If Mr [redacted] shocks are found to be defective, Sears Auto Center would gladly exchange them for himAll I ask is that Mr [redacted] bring his vehicle to the auto center so that we can check the shocks and make a determinationMr [redacted] can reach me at the auto center by calling [redacted] Since we have stated our intent to replace Mr [redacted] shocks if they are found to be defective, 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]
October 22, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delivery delay of her online order and the customer service she received We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed [redacted] ***'s expectationsOur records indicate that [redacted] placed her online order [redacted] on October 2, and the order was cancelled because of an issue with her credit card [redacted] called to inform us that her credit card was charged, but we assured her that the charges did go through since the order was cancelled and no receipt was issued for the chargesThe order was placed again on order [redacted] and it was cancelled again due an issue with her credit card again [redacted] conferenced Sears and her banking institute to discuss the issue and the pending charges [redacted] was informed by her banking institute that it could take several days for the funds to be released back into her accountOn October 10, [redacted] placed order [redacted] using a gift card to purchase the washer and hose againRegrettably, the there was a problem with the gift card and the order was cancelled as well [redacted] was instructed to check the balance on the gift cardOn October 11, [redacted] ordered the washer on order [redacted] and the order was processedIt was discovered that the hose had not been ordered and was ordered on order [redacted] The washer was delivered on October 12, [redacted] called again on October 13, to discuss the issues she had with her ordersFor customer satisfaction, [redacted] was offered an $credit on the purchase and she accepted the offerWith that being said, since we have addressed the issues brought forth in [redacted] ***'s complaint, we have closed our file Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/05/19) */ Contact Name and Title: [redacted] Contact Phone: [redacted] May 19, [redacted] We have completed the investigation of [redacted] complaint regarding her online order After researching the complaint filed, we found that [redacted] and previously been in contact with Online Solutions, Sears' escalated complaint departmentOnline Solutions verified [redacted] charged from March 29, The system showed that the order went into a cancelled status on May 1, Accordingly, the refund was automatically processedIt is unfortunate that we failed [redacted] expectations and we 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 [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedFinally, as a gesture of goodwill we mailed a $gift card to [redacted] billing address for the delayAdditionally, 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 uponShould [redacted] have any further questions or concerns, she may contact Online Solutions at [redacted] In the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
September 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal Once we received [redacted] rebuttal he was contacted by [redacted] the District Service Manager, he had [redacted] take his vehicle to the [redacted] Auto Center to check and review the work that was doneOn Friday, September 18, [redacted] took his vehicle into the center and his rotors were resurfaced at no charge to himAs it is our understanding that this resolution was acceptable to [redacted] we have closed our case We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return her luggage after the day return period We received Ms [redacted] rebuttal regarding the gift card we offered for the inconvenience that she experiencedOn May 5, we processed the $gift card and Ms [redacted] should receive it within – business days via emailIf Ms [redacted] has not received it by May 11, she contact me and we will submit a cancellation and reissueWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 4, [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 repair to her refrigerator First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance A follservice call was subsequently scheduled for May 3, 2017, at which time a new compressor was installed at no additional cost to Ms [redacted] With that said, since we have documented Ms [redacted] concerns with the repair process and we have waived the labor fee for the replacement of her compressor, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) Yesterday, I used the lawnmower and it shut off half way through the back yardCalled Miltilda, left message and within hours, she left message that the mower will be replaced Today we went to Sears, ordered the replacement, Sears covered delivery, tax and pickup for the oldI am satisfiedHowever, it has been months to get to this point, very sad for a corporationI will not purchase any major appliance from Sears, for fear of being without a stove, refrigerator for such a time thank you, Diana
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal As we noted in our last response, the check in question was sent to Mr [redacted] While we realize that Mr [redacted] would probably like for us to keep his complaint open until he feels the matter is resolved by receiving the check if he has not done so, our agreement with the Revdex.com has time limits imposed upon our responsesIn light of the aforementioned information, we respectfully ask that this matter be considered closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] [redacted] @searshc.com
Initial Business Response / [redacted] (1000, 10, 2015/04/13) */ Contact Name and Title: [redacted] April 13, 2015 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - # XXXXXXXX Dear Ms. [redacted] We have completed the... investigation of Ms. [redacted] 's complaint regarding Sears Home Services. First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled a washer repair. Upon receipt of Ms. [redacted] 's concerns on April 9, 2015, we contacted [redacted] with unit [redacted] for assistance. Ms. [redacted] contacted our Routing Department and was able to arrange for sooner service for Ms. [redacted] . Our records show that a Sears technician was able to complete the repair to her washer on April 13, 2015. Since it is our understanding that Ms. [redacted] is satisfied that we were able to accommodate her request for sooner service, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a refund We would first like to apologize for any inconvenience Mr [redacted] may have experiencedAfter reviewing the notes in Mr [redacted] order we found that Sears Online confirmed that the order was returned and processed a full refund of $on December 9, 2016, under return receipt number [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have been unable to complete the investigation of Ms [redacted] complaint regarding setting a repair for her over the range microwaveThe contact phone number provided by Ms [redacted] has a fax machine answering therefore we were not able to speak to Ms [redacted] That being said we show no service orders made by her for Sears to review and repair the microwaveWe do show she has an MPA and is covered for service until Ms [redacted] need only contact Sears at [redacted] , thats [redacted] and request serviceIf she still requires assistance, she can contact me via email at [redacted] or via phone at [redacted] In the interim, we will consider Ms [redacted] matter closed at this timeWe apologize to Ms [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 10, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Deb [redacted] Dear Ms [redacted] We have completed our review of Ms***’ rebuttal complaint regarding her request for Sears to give her $in Shop Your Way Reward points As stated in our previous response, Ms [redacted] earned $in points for the raincoat purchase and she used those pointsHowever, once the product was returned this caused a negative balance in her accountAs a courtesy exception, Sears forgave that negative balanceRegardless, we are still willing to give her $to resolve this matterTherefore, we have issued a Sears gift card instead of Shop Your Way Reward points, which will arrive in the mail within ten business days from today’s dateMs [redacted] will need to allow until March 24, 2017, to receive the gift card in the mailIf Ms [redacted] does not receive the gift card by this date then she may email me directly at [redacted] We respectfully ask to have this matter remain closed, pending the receipt of the gift card We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 24, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the replacement of his Craftsman toolUpon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concern [redacted] contacted [redacted] and he confirmed that the warranty replacement has been processed by a store associate as a store to home sale [redacted] has already received the replacement Craftsman tool and is satisfied With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.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] Regulatory Complaint SpecialistSears Holdings Corporation [redacted]
February 1, [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 failure of her refrigerator outside the terms of her warranty and her request to receive reimbursement a service provider other than Sears Ms [redacted] was given accurate information in reference to her warrantyNamely that it only covered defects that manifest themselves in the first yearAfter that time, repairs would not be covered whether they were completed by Sears or by another providerWith that said, we can also understand her frustration at having something like this occur about a year and half after that warranty has expiredDue to that, as a one-time courtesy we are willing to send Ms [redacted] the value of her outside service in the form of a Sears gift card for $If she would like to accept this, she is welcome to call me at [redacted] or email me at [redacted] so that this can be arrangedIn the interim, since we feel we have proposed a reasonable alternative even though no warranty was in effect and we did not even provide the service, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
Revdex.com: I have in fact been in contact with the Executive Member Support The manager of that department has been able to help me resolve the issue I am still awaiting a check to complete the resolution I find it sad that it had to go to the manager of the department as the two other individuals in that department were not able to resolve, when if they had really listened and understood the problem they could in fact had the issue resolved In fact, had the store accepted responsibility in knowing they sold something that should never been listed for sale, this issue could have been resolved months earlierAs soon as I receive the check, which should be any day now, I will consider this issue resolved Sincerely, [redacted]
Complaint: I am rejecting this response because:We have not come to any conclusions and I do not feel we should dismiss this claim until we reach a conclusion Sincerely, Elizabeth [redacted]