June 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return his purchase for an exchange or refund As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyWith that being said, the Kmart and Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptionsREFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT RECEIPT Since Mr [redacted] mentioned that that he purchased the weed eater spool on May 5, and attempted to return it on May 15, 2017, he was within the return periodWe contacted Mr [redacted] to discuss the return issue at the storeMr [redacted] stated that he purchased the product at the Kmart in Clairmont, Florida, but the store told him that he had not made the purchase at KmartMr [redacted] confirmed that he did not have a copy of the purchase receipt when he attempted to return the productWe advised Mr [redacted] that our stores are not making any exceptions and a return will not be given without a receiptWe searched Mr [redacted] rewards account for the purchase of the weed eater spool from Kmart within the past daysMr [redacted] stated that he may have made the purchase at our Sears storeWe advised that there was no purchase made from Sears on his account for the weed eater spool eitherWe advised Mr [redacted] that he would have to present copy of the purchase receipt within our day return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Mr [redacted] , when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr [redacted] request We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Contact Name and Title [redacted] Contact Phone: [redacted] April 27, [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 [redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response: After researching this matter, we found that the order was never placed in our systemMr [redacted] may be referring to a pending charge or pre-authorization hold which is placed on the account to hold the funds for a purchaseHowever, since the order was never completed, this pending charge will fall off from his account within one to five days after the attempted transaction date depending on the bank's policyIn some cases this can last as long as thirty days again depending on the financial institutionShould Mr [redacted] have any further questions or concerns, he may contact his financial institution regarding his account or [redacted] for any questions regarding online ordersIn the interim, we have noted Mr [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] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] I am rejecting this response because I have not yet received the compensation As soon as I do, I will gladly close this matter and thank Sears for settling this issue.I would've been happy to close this matter prior to receiving the compensation, if it were not for the fact that this issue has been on-going since 9/25/16; and there were numerous times where Sears said they were going to call me and resolve this, and this didn't happen Therefore, I am reluctant to close this prematurely Sincerely, [redacted]
May 17, [redacted] ***Our File No [redacted] Revdex.com Case # [redacted] Via: First Class MailDear Ms [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you may have experienced.This letter serves to confirm that we have completed our investigation in regards to the above-referenced filePer your agreement with SHIP/Sears, a credit in the amount of $was issued to your account ending in [redacted] for any/all inconveniences, frustrations, delays, troubles, compensation and all other issues/disputes, known or unknownIt is our understanding that the concern has been resolved by our issuance of the aforementioned creditTherefore, we have closed our fileIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: Revdex.com via Website
April 25, [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 dissatisfaction that we delivered two refrigerators that have unleveled doors issues; and that his request for another exchange has been denied It is unfortunate that we failed Mr [redacted] expectations when he recently purchased a new refrigeratorWe value Mr [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe reviewed the delivery notes and confirmed that second refrigerator was delivered on March 11, and Mr [redacted] reported the door issue on March 15, Our delivery team scheduled for delivery and repair technicians to adjust the doorsRegrettably, the repair technician reported that the doors could not be adjusted and were still unleveledMr [redacted] request for another exchange was submitted, but was not processedAs clarification, our delivery policy states that a consumer must report any visible damage within hours and notes indicated that Mr [redacted] did not report the issue within the hoursWe apologize that the associate misunderstood that door issue is considered a defect, not damageWe assure Mr [redacted] that this will give us a coaching opportunity to remedy any problem that may exist and help to improve our customer service further On April 13, we contacted Mr [redacted] and offered to process the warranty exchange on the refrigeratorMr [redacted] accepted the offer and selected another modelThe new refrigerator was delivered on April 15, With that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Raymond F [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with service provided for the installation of his dishwasher and the problems he encountered with delivery of a replacement dishwasher Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of Mr [redacted] 's complaint, we researched his replacement order and discovered that it was orderedRegrettably, we failed to order the replacement with installation so the dishwasher was delivered to our warehouse, but an installation contractor was never assignedOn July 15, we reached out to our Installation Process Team to assist and installation was ordered at no charge for the warranty exchangeOn July 16, Mr [redacted] confirmed that he was contacted by our install schedulerOur records indicate that the dishwasher was delivered and installed on July 17, Since we have addressed the issues brought forth in Mr [redacted] 's complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[redacted] @searshc.com
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the estimate she initially accepted to repair her washer, and her inability to receive a refund for the part once she canceled the service order and the part was returned.As clarification, once our estimate is accepted if a part needs to be ordered then our technician collects the price of the part and our minimum labor fee of $When the technician returns to install the part, he or she would then collect the balance of the laborWe would also note that once the part has been ordered, it is impossible to stop the order unless the part happened to be on back-order in which case it would not already be in a shipped statusOtherwise, once the process starts the customer would have to wait to have the part delivered, and then return it, before any refund would be possibleIn [redacted] case, when she canceled the repair she had a delay in receiving a refund because the part had to be delivered and then returnedOnce this happened her service order should have been closed out as a declined estimate so that we only retained the $minimum fee and it would have generated a refund to her for the remaining $Unfortunately, it was not closed out correctly and instead reflected that no refund was dueBecause of the delay in providing the refund [redacted] was entitled to receive, we are willing to refund her in full for the service call even though she would normally have only received the partial amountTo process the refund though, we need the remaining digits of the digit [redacted] number ending in ***; since the transaction was processed so long ago the full account number is no longer viewable in our system [redacted] can email me at [redacted] or call me at [redacted] to provide that information (we would note that we do NOT need the expiration date or security code for the card as these are not needed to process a refund)Once we have received the account information we will process a refund for $In the interim, since we are only awaiting [redacted] response to complete the resolution, we have closed our file.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]
December 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’s rebuttal District Manager [redacted] has spoken with Mr [redacted] and he has her cell phone number in case he should have any further concerns or questions 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] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Auto CenterWe forwarded the information provided by Mr [redacted] to the Sears Auto Center District and Regional Managers, who were aware of the situationThere is an ongoing internal investigation addressing the issueSears Holding Corporation does not make the results of such investigations publicThat said 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]
September 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Kelvonia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the patio set that was not available once she paid it off via a layaway Our records indicate that Ms [redacted] also voiced her concerns via our customer support group and they reached out to the store where the layaway was madeThe store responded to them and said that they had the patio set at the store ready to pick up and that they were attempting to reach Ms [redacted] via phone and emailThat was the beginning of August and there were no further updates so it appears the store was able to assist Ms***If that is not the case and she still requires assistance with this issue, then she is welcome to contact me via email at Dana [redacted] @searshc.com or via phone at [redacted] In the interim, since the store did get the patio set sent to the store for Ms [redacted] to pick it up, we have closed our file 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana [redacted] @searshc.com
October 26, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: 1st Class US Postage Via email: [redacted] Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Ms [redacted] SHIP has complied with numerous demands she set forth to resolve her complaintsSHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documentsTo address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6thThe installers were running late due to heavy traffic, but kept in touch with Ms [redacted] to advise her of their arrival timeUpon the installer’s arrival, Ms [redacted] refused to allow them to complete the installationThis is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms [redacted] while she allowed her dogs run them off the property Florida is a right to cure state and we have copious documentation to show our attempts to complete her installationWe also have copious amounts of documentation and notes to show that Ms [redacted] has repeatedly refused and blocked any attempt to complete the minor punch list itemsDue to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bentTo reimburse her for these items, SHIP has sent a check via ***/Signature required and she may repair those items at her leisureThis will substantially complete her contract with SHIPMs [redacted] will be responsible for contacting the [redacted] Department upon completion of these items to inspect and finalize the permit At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] ***
Complaint: [redacted] I am rejecting this response because: we paid $a month for insurance and not getting the service as expected on top of paying for expensive co-pay every-timeNone of these were explained at the time we purchased the insuranceWe bought the trash-compactor from Sears originallyThe company got proof that the trash compactor was working because of the simple nob change the year beforeSeveral support persons understood problem tried to help but the corporation ignored the reasonable factWhen I called, the company should not send any technician to evaluate the trash compactor if it's not approved to start with and also took the copay money We want our money back and cancel the subscription all together without any extra charge Sincerely, Roxy S [redacted]
Tell us why here...January 5, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We apologize for any misunderstandings Mr [redacted] had in regards to his service callWe have been advised his complaint has been resolved, and is making its way through the system in regards to the phone calls and lettersHowever, if Mr [redacted] receives any calls or letters, he is to contact me with a name and number so I can contact the responsible person immediatelyMr [redacted] has not and will not be reported to any credit bureaus, per the service side of SearsWe are not required to pay compensation and do not feel any is due at this time At this time we respectfully request you close your fileOn behalf of SHIP, please know we value Mr [redacted] as a customer and apologize for any inconveniences he may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Anthony ***/1st class postage
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, Stephanie T [redacted]
July 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94***- Kristen [redacted] Dear Ms [redacted] , This letter will acknowledge the receipt of additional information from Mrs [redacted] regarding her television repair request As clarification, our response was submitted prior to the date Mrs [redacted] states she spoke with GT ElectronicsWe have forwarded the additional information and details Mrs [redacted] provided about her contact with GT Electronics to Elizabeth [redacted] , who will return to the office on July 13, 2015, and our Authorized Services Department ManagerWe are committed to providing a fair and equitable resolution and at any time during this process, Mrs [redacted] is welcome to contact or leave messages for Ms [redacted] at 407- [redacted] , or speak directly with GT Electronics at 907- [redacted] We have documented Mrs***'s additional concerns and respectfully ask to have this matter closed, pending the completion of the proposed services We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 512- [redacted] 1-800- [redacted] ***
May 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to *** [redacted] for failing his expectations in regard to the repair of his dishwasher Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we sincerely regret any frustration we may have caused [redacted] Upon reviewing [redacted] service order, we find that on April 1, 2016, the technician arrived at [redacted] home at 10:am and left his residence at 10:38am The notes indicate that the technician dislodged a float The job code used was “to replace the float” While this is not completely accurate, it is the correct job code, as there is not one specifically for “dislodging a float” Although [redacted] was charged correctly, as a one-time courtesy, we have processed a $refund, which is half of what [redacted] requested A check request was submitted on May 5, 2016, so [redacted] should receive the check in the next two weeks We do not feel that [redacted] should only be charged a diagnostic fee as the technician did more than just diagnose his dishwasher; he provided a service and restored the dishwasher to proper working order With that said, since we have documented [redacted] concerns and processed the refund we feel is commensurate to the circumstances, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
June 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 online order of a pool table mistakenly listed for $ We strive to provide our Sears.com customers with accurate information, including pricing and availability, on all products available on Sears.com Should we uncover a pricing error, or if we determine that the merchandise is not in stock to be shipped to a customer’s area, we email the customer, and cancel the order If a customer's credit card is charged with a purchase and the order is cancelled, Sears promptly issues a credit to the card We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site With an online business, it is possible for mistakes of this nature to happen occasionally, with the possibility of many orders being placed before a correction can be made, which could result in a substantial loss for a retailer This is why most online merchants have similar terms and conditions Most online retailers post similar terms of use, and we stand by our disclaimer We sincerely apologize to Ms [redacted] for any inconvenience she may have experienced due to this error, and have included a copy of our disclaimer below, in the event that she is not completely familiar with it: Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refundedWith that having been said, our records show that Ms [redacted] had previously been in contact with [redacted] ***, Sears’ escalated complaint departmentAs a gesture of goodwill, [redacted] offered $in Shop Your Way Reward points or a 20% discount which was declinedSince a resolution appropriate to our Terms of Use has been offered, we have closed our file regarding this matter 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 completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with his recent service experience It is unfortunate that we failed Mr [redacted] expectations when he recently tried to scheduled service for his vacuum cleanerWe value Mr [redacted] patronage and we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted At the time Mr [redacted] purchased his MPA his local store did do some service repairs unfortunately over the years there were some changes to the Sears repair centers, some were closed and or consolidatedAs our records show that Mr [redacted] never did use his MPA we offered and processed a full refund of the MPA purchase price of $Mr [redacted] has my direct contact information if he needs additional assistanceSince we have processed the refund for Mr [redacted] of the MPA and it is our understanding that this resolution met with his approval we have closed our case Again, we apologize to Mr [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 concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Teresa MB [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her customer service experience upon the delivery of her purchased fridge.After reviewing MsB [redacted] complaint and our records, we were able to determine that on the day of delivering her purchased appliance, the delivery drivers called customer service to report that the fridge did not fit through the front doorwayWe would like to clarify that if the delivery drivers find that it may be a liability issue to attempt to complete the install of an appliance, they will not attempt to force the merchandise through a doorway as this may cause damage to the customer’s home and the applianceOur records show that once MsB [redacted] was informed of this, she decided to return back to the selling store and reselect a smaller fridgeOn August 24, a check in the original amount paid of $1,was issued to MsB [redacted] Since we were able to confirm that MsB [redacted] was credited accordingly, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
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, Tony [redacted]
June 6, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return his purchase for an exchange or refund As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyWith that being said, the Kmart and Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptionsREFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT RECEIPT Since Mr [redacted] mentioned that that he purchased the weed eater spool on May 5, and attempted to return it on May 15, 2017, he was within the return periodWe contacted Mr [redacted] to discuss the return issue at the storeMr [redacted] stated that he purchased the product at the Kmart in Clairmont, Florida, but the store told him that he had not made the purchase at KmartMr [redacted] confirmed that he did not have a copy of the purchase receipt when he attempted to return the productWe advised Mr [redacted] that our stores are not making any exceptions and a return will not be given without a receiptWe searched Mr [redacted] rewards account for the purchase of the weed eater spool from Kmart within the past daysMr [redacted] stated that he may have made the purchase at our Sears storeWe advised that there was no purchase made from Sears on his account for the weed eater spool eitherWe advised Mr [redacted] that he would have to present copy of the purchase receipt within our day return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Mr [redacted] , when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr [redacted] request We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Contact Name and Title [redacted] Contact Phone: [redacted] April 27, [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 [redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response: After researching this matter, we found that the order was never placed in our systemMr [redacted] may be referring to a pending charge or pre-authorization hold which is placed on the account to hold the funds for a purchaseHowever, since the order was never completed, this pending charge will fall off from his account within one to five days after the attempted transaction date depending on the bank's policyIn some cases this can last as long as thirty days again depending on the financial institutionShould Mr [redacted] have any further questions or concerns, he may contact his financial institution regarding his account or [redacted] for any questions regarding online ordersIn the interim, we have noted Mr [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] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] I am rejecting this response because I have not yet received the compensation As soon as I do, I will gladly close this matter and thank Sears for settling this issue.I would've been happy to close this matter prior to receiving the compensation, if it were not for the fact that this issue has been on-going since 9/25/16; and there were numerous times where Sears said they were going to call me and resolve this, and this didn't happen Therefore, I am reluctant to close this prematurely Sincerely, [redacted]
May 17, [redacted] ***Our File No [redacted] Revdex.com Case # [redacted] Via: First Class MailDear Ms [redacted] Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concern you recently brought to our attentionOn behalf of SHIP please know that we do value you as a customer and apologize for any frustrations or inconveniences you may have experienced.This letter serves to confirm that we have completed our investigation in regards to the above-referenced filePer your agreement with SHIP/Sears, a credit in the amount of $was issued to your account ending in [redacted] for any/all inconveniences, frustrations, delays, troubles, compensation and all other issues/disputes, known or unknownIt is our understanding that the concern has been resolved by our issuance of the aforementioned creditTherefore, we have closed our fileIf you have any further questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] ***SHIP/HI Regulatory Complaint Specialist cc: Revdex.com via Website
April 25, [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 dissatisfaction that we delivered two refrigerators that have unleveled doors issues; and that his request for another exchange has been denied It is unfortunate that we failed Mr [redacted] expectations when he recently purchased a new refrigeratorWe value Mr [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe reviewed the delivery notes and confirmed that second refrigerator was delivered on March 11, and Mr [redacted] reported the door issue on March 15, Our delivery team scheduled for delivery and repair technicians to adjust the doorsRegrettably, the repair technician reported that the doors could not be adjusted and were still unleveledMr [redacted] request for another exchange was submitted, but was not processedAs clarification, our delivery policy states that a consumer must report any visible damage within hours and notes indicated that Mr [redacted] did not report the issue within the hoursWe apologize that the associate misunderstood that door issue is considered a defect, not damageWe assure Mr [redacted] that this will give us a coaching opportunity to remedy any problem that may exist and help to improve our customer service further On April 13, we contacted Mr [redacted] and offered to process the warranty exchange on the refrigeratorMr [redacted] accepted the offer and selected another modelThe new refrigerator was delivered on April 15, With that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 23, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Raymond F [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with service provided for the installation of his dishwasher and the problems he encountered with delivery of a replacement dishwasher Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of Mr [redacted] 's complaint, we researched his replacement order and discovered that it was orderedRegrettably, we failed to order the replacement with installation so the dishwasher was delivered to our warehouse, but an installation contractor was never assignedOn July 15, we reached out to our Installation Process Team to assist and installation was ordered at no charge for the warranty exchangeOn July 16, Mr [redacted] confirmed that he was contacted by our install schedulerOur records indicate that the dishwasher was delivered and installed on July 17, Since we have addressed the issues brought forth in Mr [redacted] 's complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation 512- [redacted] direct Matilda[redacted] @searshc.com
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the estimate she initially accepted to repair her washer, and her inability to receive a refund for the part once she canceled the service order and the part was returned.As clarification, once our estimate is accepted if a part needs to be ordered then our technician collects the price of the part and our minimum labor fee of $When the technician returns to install the part, he or she would then collect the balance of the laborWe would also note that once the part has been ordered, it is impossible to stop the order unless the part happened to be on back-order in which case it would not already be in a shipped statusOtherwise, once the process starts the customer would have to wait to have the part delivered, and then return it, before any refund would be possibleIn [redacted] case, when she canceled the repair she had a delay in receiving a refund because the part had to be delivered and then returnedOnce this happened her service order should have been closed out as a declined estimate so that we only retained the $minimum fee and it would have generated a refund to her for the remaining $Unfortunately, it was not closed out correctly and instead reflected that no refund was dueBecause of the delay in providing the refund [redacted] was entitled to receive, we are willing to refund her in full for the service call even though she would normally have only received the partial amountTo process the refund though, we need the remaining digits of the digit [redacted] number ending in ***; since the transaction was processed so long ago the full account number is no longer viewable in our system [redacted] can email me at [redacted] or call me at [redacted] to provide that information (we would note that we do NOT need the expiration date or security code for the card as these are not needed to process a refund)Once we have received the account information we will process a refund for $In the interim, since we are only awaiting [redacted] response to complete the resolution, we have closed our file.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]
December 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’s rebuttal District Manager [redacted] has spoken with Mr [redacted] and he has her cell phone number in case he should have any further concerns or questions 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] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Auto CenterWe forwarded the information provided by Mr [redacted] to the Sears Auto Center District and Regional Managers, who were aware of the situationThere is an ongoing internal investigation addressing the issueSears Holding Corporation does not make the results of such investigations publicThat said 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]
September 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #[redacted] - Kelvonia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding the patio set that was not available once she paid it off via a layaway Our records indicate that Ms [redacted] also voiced her concerns via our customer support group and they reached out to the store where the layaway was madeThe store responded to them and said that they had the patio set at the store ready to pick up and that they were attempting to reach Ms [redacted] via phone and emailThat was the beginning of August and there were no further updates so it appears the store was able to assist Ms***If that is not the case and she still requires assistance with this issue, then she is welcome to contact me via email at Dana [redacted] @searshc.com or via phone at [redacted] In the interim, since the store did get the patio set sent to the store for Ms [redacted] to pick it up, we have closed our file 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana [redacted] @searshc.com
October 26, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: 1st Class US Postage Via email: [redacted] Dear Ms [redacted] , This letter serves to confirm that Sears Home Improvement Products, Inc(SHIP) has been in contact with Ms [redacted] SHIP has complied with numerous demands she set forth to resolve her complaintsSHIP has provided her with all of her contract documentation, and instructed her to reach out to her loan servicer to obtain her loan documentsTo address her installation complaint, SHIP attempted to schedule an installation date for her electrical breaker on Thursday, October 6thThe installers were running late due to heavy traffic, but kept in touch with Ms [redacted] to advise her of their arrival timeUpon the installer’s arrival, Ms [redacted] refused to allow them to complete the installationThis is not the first attempt to complete her installation, as a prior attempt in early September resulted in the installers being berated by Ms [redacted] while she allowed her dogs run them off the property Florida is a right to cure state and we have copious documentation to show our attempts to complete her installationWe also have copious amounts of documentation and notes to show that Ms [redacted] has repeatedly refused and blocked any attempt to complete the minor punch list itemsDue to our inability to amicably resolve this complaint, SHIP has removed the cost of the electrical breaker from her contract, as well as the cost of a return air grill from her contract that is bentTo reimburse her for these items, SHIP has sent a check via ***/Signature required and she may repair those items at her leisureThis will substantially complete her contract with SHIPMs [redacted] will be responsible for contacting the [redacted] Department upon completion of these items to inspect and finalize the permit At this time, we have concluded our investigation and we are closing our fileThank you for your time, effort, and patience during the investigation processIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [redacted] ***
Complaint: [redacted] I am rejecting this response because: we paid $a month for insurance and not getting the service as expected on top of paying for expensive co-pay every-timeNone of these were explained at the time we purchased the insuranceWe bought the trash-compactor from Sears originallyThe company got proof that the trash compactor was working because of the simple nob change the year beforeSeveral support persons understood problem tried to help but the corporation ignored the reasonable factWhen I called, the company should not send any technician to evaluate the trash compactor if it's not approved to start with and also took the copay money We want our money back and cancel the subscription all together without any extra charge Sincerely, Roxy S [redacted]
Tell us why here...January 5, Revdex.com Attn: [redacted] North Wabash Ave., Ste Chicago, IL Our File No: [redacted] Revdex.com Case #: [redacted] Via: [redacted] Dear Ms [redacted] Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner We apologize for any misunderstandings Mr [redacted] had in regards to his service callWe have been advised his complaint has been resolved, and is making its way through the system in regards to the phone calls and lettersHowever, if Mr [redacted] receives any calls or letters, he is to contact me with a name and number so I can contact the responsible person immediatelyMr [redacted] has not and will not be reported to any credit bureaus, per the service side of SearsWe are not required to pay compensation and do not feel any is due at this time At this time we respectfully request you close your fileOn behalf of SHIP, please know we value Mr [redacted] as a customer and apologize for any inconveniences he may have experiencedIf you have any questions or concerns, please contact me at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: Anthony ***/1st class postage
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, Stephanie T [redacted]
July 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94***- Kristen [redacted] Dear Ms [redacted] , This letter will acknowledge the receipt of additional information from Mrs [redacted] regarding her television repair request As clarification, our response was submitted prior to the date Mrs [redacted] states she spoke with GT ElectronicsWe have forwarded the additional information and details Mrs [redacted] provided about her contact with GT Electronics to Elizabeth [redacted] , who will return to the office on July 13, 2015, and our Authorized Services Department ManagerWe are committed to providing a fair and equitable resolution and at any time during this process, Mrs [redacted] is welcome to contact or leave messages for Ms [redacted] at 407- [redacted] , or speak directly with GT Electronics at 907- [redacted] We have documented Mrs***'s additional concerns and respectfully ask to have this matter closed, pending the completion of the proposed services We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist 512- [redacted] 1-800- [redacted] ***
May 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to *** [redacted] for failing his expectations in regard to the repair of his dishwasher Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we sincerely regret any frustration we may have caused [redacted] Upon reviewing [redacted] service order, we find that on April 1, 2016, the technician arrived at [redacted] home at 10:am and left his residence at 10:38am The notes indicate that the technician dislodged a float The job code used was “to replace the float” While this is not completely accurate, it is the correct job code, as there is not one specifically for “dislodging a float” Although [redacted] was charged correctly, as a one-time courtesy, we have processed a $refund, which is half of what [redacted] requested A check request was submitted on May 5, 2016, so [redacted] should receive the check in the next two weeks We do not feel that [redacted] should only be charged a diagnostic fee as the technician did more than just diagnose his dishwasher; he provided a service and restored the dishwasher to proper working order With that said, since we have documented [redacted] concerns and processed the refund we feel is commensurate to the circumstances, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
June 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 online order of a pool table mistakenly listed for $ We strive to provide our Sears.com customers with accurate information, including pricing and availability, on all products available on Sears.com Should we uncover a pricing error, or if we determine that the merchandise is not in stock to be shipped to a customer’s area, we email the customer, and cancel the order If a customer's credit card is charged with a purchase and the order is cancelled, Sears promptly issues a credit to the card We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site With an online business, it is possible for mistakes of this nature to happen occasionally, with the possibility of many orders being placed before a correction can be made, which could result in a substantial loss for a retailer This is why most online merchants have similar terms and conditions Most online retailers post similar terms of use, and we stand by our disclaimer We sincerely apologize to Ms [redacted] for any inconvenience she may have experienced due to this error, and have included a copy of our disclaimer below, in the event that she is not completely familiar with it: Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refundedWith that having been said, our records show that Ms [redacted] had previously been in contact with [redacted] ***, Sears’ escalated complaint departmentAs a gesture of goodwill, [redacted] offered $in Shop Your Way Reward points or a 20% discount which was declinedSince a resolution appropriate to our Terms of Use has been offered, we have closed our file regarding this matter 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 completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with his recent service experience It is unfortunate that we failed Mr [redacted] expectations when he recently tried to scheduled service for his vacuum cleanerWe value Mr [redacted] patronage and we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted At the time Mr [redacted] purchased his MPA his local store did do some service repairs unfortunately over the years there were some changes to the Sears repair centers, some were closed and or consolidatedAs our records show that Mr [redacted] never did use his MPA we offered and processed a full refund of the MPA purchase price of $Mr [redacted] has my direct contact information if he needs additional assistanceSince we have processed the refund for Mr [redacted] of the MPA and it is our understanding that this resolution met with his approval we have closed our case Again, we apologize to Mr [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 concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Teresa MB [redacted] Dear [redacted] We have completed the investigation of MsB [redacted] complaint regarding her customer service experience upon the delivery of her purchased fridge.After reviewing MsB [redacted] complaint and our records, we were able to determine that on the day of delivering her purchased appliance, the delivery drivers called customer service to report that the fridge did not fit through the front doorwayWe would like to clarify that if the delivery drivers find that it may be a liability issue to attempt to complete the install of an appliance, they will not attempt to force the merchandise through a doorway as this may cause damage to the customer’s home and the applianceOur records show that once MsB [redacted] was informed of this, she decided to return back to the selling store and reselect a smaller fridgeOn August 24, a check in the original amount paid of $1,was issued to MsB [redacted] Since we were able to confirm that MsB [redacted] was credited accordingly, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
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, Tony [redacted]