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, Gary [redacted]
July 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding some pillows she wished to purchase recently Store Manager [redacted] provided the following response: We would first like to point out that there were several signs posted in our store during the time frame Ms [redacted] visited advertising the pillow promotion she spoke ofFurthermore, the pillows she wanted were not part of that promotionDespite that fact, she was offered a $gift card as a courtesy and she acceptedThe gift card should arrive within the next 10-business days from the date it was issued, July 16, Ms [redacted] has mentioned her mattress lease on several interactions, but that is being addressed on a separate complaint she filed ( [redacted] and [redacted] will be responding on that accountMs [redacted] has been advised that she will need to speak with [redacted] regarding her mattress issueShould Ms [redacted] have any other questions, she may contact me ( [redacted] during business hours at [redacted] In 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]
May 24, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction with the quality of the [redacted] washer and his request for an exchange. We have received Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he is dissatisfied that the same [redacted] model washer is no longer sold by Sears and that another model will not match his dryer, the fact remains that we have offered Mr. [redacted] an exchange for a comparable washer as per the terms of the protection agreement that he purchased. We would like to note that Mr. [redacted] paid Sears $599.99 (plus tax) for the [redacted] washer, and he claims that after multiple attempts [redacted] was unable to repair the washer and [redacted] offered him a refund of $641.99; which he declined. Even though [redacted] had already notified Mr. [redacted] that the part needed to complete the washer repair was on back order with no estimated time of arrival, he decided to purchase a protection agreement from Sears in order to receive a replacement washer instead of a refund. Unfortunately, in order to qualify for a replacement, the washer must be serviced by Sears and must have four separate functional failures, or the part no longer available. As previously mentioned, on May 12, 2017 we received confirmation from [redacted] that the part ordered by the Sears technician was on back order with no current estimated time of arrival. At that point, we contacted Mr. [redacted] and offered to exchange his washer with a comparable model. We authorized $999.99 towards a replacement washer from Sears per the terms of the agreement. Upon receipt of Mr. [redacted] third rebuttal, we contacted him and advised him that [redacted] does not have an estimated time of arrival for the part ordered. In speaking with Mr. [redacted] , he is adamant that his washer and dryer must match, and he mentioned that he would like to purchase the same [redacted] washer from [redacted] Therefore, we suggested to Mr. [redacted] that he could accept the $641.99 he stated was offered by [redacted] and to cancel the protection agreement for a refund of $109.70; his total refund for the washer and for the protection agreement would be $751.69. Mr. [redacted] could use that amount towards the purchase of the washer from [redacted] currently on sale for $899.10. However, Mr. [redacted] stated that he did not want to pay the difference. Mr. [redacted] stated that he filed a damage claim with [redacted] our third party claims adjuster, because he alleges that our technician dented and scratched his dryer and left grease marks on the appliances and his walls. Mr. [redacted] stated that he is waiting to see if [redacted] will replace his dryer; and then he will replace the washer to match. We would like to note that the authorization for the washer replacement is valid for 90 days from the date it was issued. Mr. [redacted] can contact me at [redacted] on or before August 12, 2017 if would like to accept our offer. In the interim, we respectfully request this case 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]
December 27, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Lauren [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding her ice maker First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her ice maker Upon researching Ms [redacted] complaint, we found that she was assisted by Nia [redacted] with our escalated customer service group, Executive Member Services (EMS Our records show that Ms [redacted] authorized Ms [redacted] an in-warranty exchange and that a new ice maker was delivered on December 8, Additionally, Ms [redacted] was sent two water filters at no cost With that said, since we have documented Ms [redacted] concerns and we have confirmed that she received a new ice maker, we have closed our file Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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 meI appreciate Sears taking the time responding to the statement I submitted not too long ago The entire process to get the fridge repaired was nothing short of complicatedI would like to say thanks to [redacted] *n customer services out of Houston, TX I believe She was phenomenal and a great asset to the Sears team for assisting me through this process Sincerely, [redacted] ***
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator We have received [redacted] complaint and apologize that the repair is taking longer than anticipated Repair was scheduled for July 11, to allow for the parts needed to repair the refrigerator to come in That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order We would first like to note that we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.comWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be available With that said, 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 merchandise to be ordered and then later be found to not be available, which is why most online merchants have terms and conditions that are similar to ours We sincerely apologize to [redacted] for any inconvenience that he may have experienced due to this issue We have also included a copy of our disclaimer below: 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 HEREINAfter researching the notes in [redacted] order we found that Sears has created a return label for [redacted] to return the item for a full refundThe label was created on April 20, 2016, and is good for days if [redacted] choosesHowever, as a gesture of goodwill if [redacted] decides to keep the product then we would be happy to issue a credit of $In the interim, we have noted [redacted] comments and respectfully ask to have this matter closedWe 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 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator repair.First, we would like to apologize to *** [redacted] for failing her expectations in regard to her refrigerator repair Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network Accordingly, we forwarded [redacted] complaint to the District Service Manager and Routing Manager for review and we are confident that her concerns will be thoroughly addressedThe service unit was able to work with our Routing department to move up [redacted] appointment to November 3, On the date of service, the technician examined [redacted] refrigerator and confirmed that the compressor and condenser had failed He subsequently ordered the parts and returned on November 10, 2015, to install the parts and complete the repair Fortunately, the repair was covered under [redacted] exceptional parts warranty, so she was not charged for either the parts or labor While the repair was covered, the exceptional parts warranty does not provide for any reimbursement for consequential damages, such as food loss However, as a one-time customer courtesy, we have submitted a request for reimbursement in the amount of $to help compensate [redacted] for some of the food loss she incurred The check request was submitted on November 11, 2015, and should be received by [redacted] within the next two weeks In summary, since we have completed the repair to [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted]
November 6, [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed our investigation of [redacted] rebuttalWe would be willing to provide [redacted] with an exchange for a set of her choice provided she is willing to pay any difference in cost and bear in mind that we will not be able to refund nay monies if the set she selects is cheaperShould [redacted] wish to accept, I may be reached via email at [redacted] during business hours In light of the aforementioned information, we respectfully ask that this matter remain closedWe appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] [redacted]
November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] ***Dear Ms [redacted] :We have completed our investigation of Mr***’ complaint regarding his difficulty in setting service for his refrigeratorOn receipt of his complaint our research shows that due to the zip code changes in his area we had a delay in the coverage changes in our system therefore when Mr [redacted] called for service our system did not recognize his zip code as an area we serviceWe contacted Mr [redacted] and informed him that the system updates had completed and his area is listed as a service areaWe offered to set service for Mr [redacted] but he requested we provide him with service coverage for an additional five years at no cost to himWhen this request was denied he requested a cancelation of the Master Protection agreement he had purchased in Since Mr [redacted] had not used the service agreement a full refund of $in a check formatThe refund was processed on October 27, and it can take up to days for the check to be received by Mr***Since we have refunded Mr [redacted] the purchase price of his Master Protection agreement as requested by him we have closed our caseWe apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] direct [redacted] .L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because at the end of the day I still have a $dishwasher that dose not work properly.I paid for the dishwasher and protection plan that is leaving me with a product that dose not operate properly and sears seems to be fine with that.I spoke with one of there customer service representatives in Texas and was informed that they came out times to fix the same problem in and now they are coming out for the second time in a month to fix itEvery time they come to fix it it is a visit process were they come to check the problem and order parts then come back a second time to fix itThis means I have to take 2days off of work to wait from 8am to 5pm on a Tuesday for some one to come and fix itI end up loosing about $In pay every time I have to take off work for thisI beleave they have a repair and replacement policy that is set so there customers give up and buy a new productI have read over 1,complaints here on the Revdex.com web site about sears and there warranty and replacement practicesSo I'm not alone with this issueI am amazed that a company like sears would hold such little value in there customers in I bought a refrigerator stove dishwasher riding lawnmower and a snow blower I have spent thousands of dollars with sears and to be treated this way leaves me with very little faith in there concerns for customers or the quality of there own brands of productsThey seem to be fine selling a product and warranty on items but when they fail it's ok to them The warranty is for years I did not pay for separate 1year warranty I believe they have a repair and replacement policy matrix that is set up to make near impossible for people to get a replacement productThey don't seem to care that people have to work hard to support there families and make a livingI can't afford to take day after day off of work because they will only come out days a week to fix it There is a severe lack of respect for the customers and there own reputation as a reliable brand and business Sincerely, Brad ***
January 11, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her recent online experience We apologize for the delay in responding to this complaintWe forwarded this matter to Sears’ Detail Control Center to research further and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may contact me via email at [redacted] We apologize again 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
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 The store manager did not call and apologize as well when the table was delivered to my brother neither men said word to my brotherI have accepted their resolution but will not do any further business with Sears Sincerely, [redacted]
August 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 her recent order from one of our 3rd party vendors online We have received Ms [redacted] complaint and apologize that the order she placed online was not received in full Per our records, Ms [redacted] was refunded on July 20, for her entire order That being said, because we have provided Ms [redacted] with her requested resolution, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Shari Elana [redacted] #Dear Ms [redacted] : We have not completed the investigation of Ms [redacted] complaint regarding Sears Auto CenterElvis [redacted] , Assistant Manager of the North Cicero Sears Auto Center provided the following response: We are unable to assist Ms [redacted] without the opportunity to speak with herThat said I ask that Ms [redacted] contact me at the Auto Center at 773-202-Once I have been given the opportunity to speak with Ms [redacted] , we will provide a detailed responseWe 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
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her Shop Your Way Rewards (SYWR) account We reviewed the matter at hand again and found that Ms [redacted] account was deactivated in errorHer account has been reinstated and the points she earned has been reappliedWe want thank Ms [redacted] for her patronage and apologize for any inconvenience she may have experienced as a result of this issue Again, 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] Specialist, Regulatory Complaints [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, since it's not worth fighting, but this practice is WRONG Sincerely, Michael [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, Phyllis V***
July 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] , We have completed the investigation of MsL [redacted] complaint regarding her recent service experience and dissatisfaction that the refrigerator failed sooner than expected As clarification, MsL [redacted] made her purchase November 22, 2015, and she had a one-year manufacturer’s warranty that covered defects in material and workmanship that expired November 24, During the time she was covered under that warranty, our records show this being the first service call since the purchaseService was completed on July 24, 2017, by the technician installing a compressorThe technician indicated that the check provided would not pass and MsL [redacted] did not have any other form of paymentTherefore, the technician asked that the service unit bill MsL [redacted] a total of $While we understand MsL [redacted] found the cost of repair disconcerting, she is no longer covered under any warranty and we do not find that she had substantial service while covered under a warranty that would justify a free repair when she now does not have coverageSince this decision is commensurate to the circumstances, we respectfully ask this matter be closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, E [redacted] C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 12, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for an item she purchased from sears.com.It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with Sears We value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we reviewed Ms [redacted] order and revealed that she used separate forms of payment for her order: $with [redacted] , $in Shop Your Way Rewards, and a $gift card As such, her refund of $was issued by gift card Since Ms [redacted] complaint stated that she had not yet received this refund, we issued a new gift card on February 10, Ms [redacted] gift card should arrive at the address on her order within business days At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Gary [redacted]
July 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding some pillows she wished to purchase recently Store Manager [redacted] provided the following response: We would first like to point out that there were several signs posted in our store during the time frame Ms [redacted] visited advertising the pillow promotion she spoke ofFurthermore, the pillows she wanted were not part of that promotionDespite that fact, she was offered a $gift card as a courtesy and she acceptedThe gift card should arrive within the next 10-business days from the date it was issued, July 16, Ms [redacted] has mentioned her mattress lease on several interactions, but that is being addressed on a separate complaint she filed ( [redacted] and [redacted] will be responding on that accountMs [redacted] has been advised that she will need to speak with [redacted] regarding her mattress issueShould Ms [redacted] have any other questions, she may contact me ( [redacted] during business hours at [redacted] In 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]
May 24, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction with the quality of the [redacted] washer and his request for an exchange. We have received Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he is dissatisfied that the same [redacted] model washer is no longer sold by Sears and that another model will not match his dryer, the fact remains that we have offered Mr. [redacted] an exchange for a comparable washer as per the terms of the protection agreement that he purchased. We would like to note that Mr. [redacted] paid Sears $599.99 (plus tax) for the [redacted] washer, and he claims that after multiple attempts [redacted] was unable to repair the washer and [redacted] offered him a refund of $641.99; which he declined. Even though [redacted] had already notified Mr. [redacted] that the part needed to complete the washer repair was on back order with no estimated time of arrival, he decided to purchase a protection agreement from Sears in order to receive a replacement washer instead of a refund. Unfortunately, in order to qualify for a replacement, the washer must be serviced by Sears and must have four separate functional failures, or the part no longer available. As previously mentioned, on May 12, 2017 we received confirmation from [redacted] that the part ordered by the Sears technician was on back order with no current estimated time of arrival. At that point, we contacted Mr. [redacted] and offered to exchange his washer with a comparable model. We authorized $999.99 towards a replacement washer from Sears per the terms of the agreement. Upon receipt of Mr. [redacted] third rebuttal, we contacted him and advised him that [redacted] does not have an estimated time of arrival for the part ordered. In speaking with Mr. [redacted] , he is adamant that his washer and dryer must match, and he mentioned that he would like to purchase the same [redacted] washer from [redacted] Therefore, we suggested to Mr. [redacted] that he could accept the $641.99 he stated was offered by [redacted] and to cancel the protection agreement for a refund of $109.70; his total refund for the washer and for the protection agreement would be $751.69. Mr. [redacted] could use that amount towards the purchase of the washer from [redacted] currently on sale for $899.10. However, Mr. [redacted] stated that he did not want to pay the difference. Mr. [redacted] stated that he filed a damage claim with [redacted] our third party claims adjuster, because he alleges that our technician dented and scratched his dryer and left grease marks on the appliances and his walls. Mr. [redacted] stated that he is waiting to see if [redacted] will replace his dryer; and then he will replace the washer to match. We would like to note that the authorization for the washer replacement is valid for 90 days from the date it was issued. Mr. [redacted] can contact me at [redacted] on or before August 12, 2017 if would like to accept our offer. In the interim, we respectfully request this case 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]
December 27, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Lauren [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding her ice maker First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her ice maker Upon researching Ms [redacted] complaint, we found that she was assisted by Nia [redacted] with our escalated customer service group, Executive Member Services (EMS Our records show that Ms [redacted] authorized Ms [redacted] an in-warranty exchange and that a new ice maker was delivered on December 8, Additionally, Ms [redacted] was sent two water filters at no cost With that said, since we have documented Ms [redacted] concerns and we have confirmed that she received a new ice maker, we have closed our file Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
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 meI appreciate Sears taking the time responding to the statement I submitted not too long ago The entire process to get the fridge repaired was nothing short of complicatedI would like to say thanks to [redacted] *n customer services out of Houston, TX I believe She was phenomenal and a great asset to the Sears team for assisting me through this process Sincerely, [redacted] ***
July 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator We have received [redacted] complaint and apologize that the repair is taking longer than anticipated Repair was scheduled for July 11, to allow for the parts needed to repair the refrigerator to come in That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order We would first like to note that we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.comWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be available With that said, 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 merchandise to be ordered and then later be found to not be available, which is why most online merchants have terms and conditions that are similar to ours We sincerely apologize to [redacted] for any inconvenience that he may have experienced due to this issue We have also included a copy of our disclaimer below: 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 HEREINAfter researching the notes in [redacted] order we found that Sears has created a return label for [redacted] to return the item for a full refundThe label was created on April 20, 2016, and is good for days if [redacted] choosesHowever, as a gesture of goodwill if [redacted] decides to keep the product then we would be happy to issue a credit of $In the interim, we have noted [redacted] comments and respectfully ask to have this matter closedWe 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 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding her refrigerator repair.First, we would like to apologize to *** [redacted] for failing her expectations in regard to her refrigerator repair Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network Accordingly, we forwarded [redacted] complaint to the District Service Manager and Routing Manager for review and we are confident that her concerns will be thoroughly addressedThe service unit was able to work with our Routing department to move up [redacted] appointment to November 3, On the date of service, the technician examined [redacted] refrigerator and confirmed that the compressor and condenser had failed He subsequently ordered the parts and returned on November 10, 2015, to install the parts and complete the repair Fortunately, the repair was covered under [redacted] exceptional parts warranty, so she was not charged for either the parts or labor While the repair was covered, the exceptional parts warranty does not provide for any reimbursement for consequential damages, such as food loss However, as a one-time customer courtesy, we have submitted a request for reimbursement in the amount of $to help compensate [redacted] for some of the food loss she incurred The check request was submitted on November 11, 2015, and should be received by [redacted] within the next two weeks In summary, since we have completed the repair to [redacted] refrigerator, albeit later than expected, and documented her concerns with the repair process, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted]
November 6, [redacted] RevDex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] [redacted] We have completed our investigation of [redacted] rebuttalWe would be willing to provide [redacted] with an exchange for a set of her choice provided she is willing to pay any difference in cost and bear in mind that we will not be able to refund nay monies if the set she selects is cheaperShould [redacted] wish to accept, I may be reached via email at [redacted] during business hours In light of the aforementioned information, we respectfully ask that this matter remain closedWe appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] [redacted]
November 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] ***Dear Ms [redacted] :We have completed our investigation of Mr***’ complaint regarding his difficulty in setting service for his refrigeratorOn receipt of his complaint our research shows that due to the zip code changes in his area we had a delay in the coverage changes in our system therefore when Mr [redacted] called for service our system did not recognize his zip code as an area we serviceWe contacted Mr [redacted] and informed him that the system updates had completed and his area is listed as a service areaWe offered to set service for Mr [redacted] but he requested we provide him with service coverage for an additional five years at no cost to himWhen this request was denied he requested a cancelation of the Master Protection agreement he had purchased in Since Mr [redacted] had not used the service agreement a full refund of $in a check formatThe refund was processed on October 27, and it can take up to days for the check to be received by Mr***Since we have refunded Mr [redacted] the purchase price of his Master Protection agreement as requested by him we have closed our caseWe apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] direct [redacted] .L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because at the end of the day I still have a $dishwasher that dose not work properly.I paid for the dishwasher and protection plan that is leaving me with a product that dose not operate properly and sears seems to be fine with that.I spoke with one of there customer service representatives in Texas and was informed that they came out times to fix the same problem in and now they are coming out for the second time in a month to fix itEvery time they come to fix it it is a visit process were they come to check the problem and order parts then come back a second time to fix itThis means I have to take 2days off of work to wait from 8am to 5pm on a Tuesday for some one to come and fix itI end up loosing about $In pay every time I have to take off work for thisI beleave they have a repair and replacement policy that is set so there customers give up and buy a new productI have read over 1,complaints here on the Revdex.com web site about sears and there warranty and replacement practicesSo I'm not alone with this issueI am amazed that a company like sears would hold such little value in there customers in I bought a refrigerator stove dishwasher riding lawnmower and a snow blower I have spent thousands of dollars with sears and to be treated this way leaves me with very little faith in there concerns for customers or the quality of there own brands of productsThey seem to be fine selling a product and warranty on items but when they fail it's ok to them The warranty is for years I did not pay for separate 1year warranty I believe they have a repair and replacement policy matrix that is set up to make near impossible for people to get a replacement productThey don't seem to care that people have to work hard to support there families and make a livingI can't afford to take day after day off of work because they will only come out days a week to fix it There is a severe lack of respect for the customers and there own reputation as a reliable brand and business Sincerely, Brad ***
January 11, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her recent online experience We apologize for the delay in responding to this complaintWe forwarded this matter to Sears’ Detail Control Center to research further and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms [redacted] allow us ten business days to come to a decisionIn the interim, should Ms [redacted] have any questions, she may contact me via email at [redacted] We apologize again 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
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 The store manager did not call and apologize as well when the table was delivered to my brother neither men said word to my brotherI have accepted their resolution but will not do any further business with Sears Sincerely, [redacted]
August 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 her recent order from one of our 3rd party vendors online We have received Ms [redacted] complaint and apologize that the order she placed online was not received in full Per our records, Ms [redacted] was refunded on July 20, for her entire order That being said, because we have provided Ms [redacted] with her requested resolution, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Shari Elana [redacted] #Dear Ms [redacted] : We have not completed the investigation of Ms [redacted] complaint regarding Sears Auto CenterElvis [redacted] , Assistant Manager of the North Cicero Sears Auto Center provided the following response: We are unable to assist Ms [redacted] without the opportunity to speak with herThat said I ask that Ms [redacted] contact me at the Auto Center at 773-202-Once I have been given the opportunity to speak with Ms [redacted] , we will provide a detailed responseWe 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
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her Shop Your Way Rewards (SYWR) account We reviewed the matter at hand again and found that Ms [redacted] account was deactivated in errorHer account has been reinstated and the points she earned has been reappliedWe want thank Ms [redacted] for her patronage and apologize for any inconvenience she may have experienced as a result of this issue Again, 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] Specialist, Regulatory Complaints [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, since it's not worth fighting, but this practice is WRONG Sincerely, Michael [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, Phyllis V***
July 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] , We have completed the investigation of MsL [redacted] complaint regarding her recent service experience and dissatisfaction that the refrigerator failed sooner than expected As clarification, MsL [redacted] made her purchase November 22, 2015, and she had a one-year manufacturer’s warranty that covered defects in material and workmanship that expired November 24, During the time she was covered under that warranty, our records show this being the first service call since the purchaseService was completed on July 24, 2017, by the technician installing a compressorThe technician indicated that the check provided would not pass and MsL [redacted] did not have any other form of paymentTherefore, the technician asked that the service unit bill MsL [redacted] a total of $While we understand MsL [redacted] found the cost of repair disconcerting, she is no longer covered under any warranty and we do not find that she had substantial service while covered under a warranty that would justify a free repair when she now does not have coverageSince this decision is commensurate to the circumstances, we respectfully ask this matter be closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, E [redacted] C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 12, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a refund for an item she purchased from sears.com.It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with Sears We value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we reviewed Ms [redacted] order and revealed that she used separate forms of payment for her order: $with [redacted] , $in Shop Your Way Rewards, and a $gift card As such, her refund of $was issued by gift card Since Ms [redacted] complaint stated that she had not yet received this refund, we issued a new gift card on February 10, Ms [redacted] gift card should arrive at the address on her order within business days At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist [redacted] ***