September 22, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Deborah P*** Dear [redacted] We have completed the investigation of MsP [redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms P [redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in questionOnce completed, we were able to determine that on August 22, credits totaling $was issued back to the original form of paymentBased off our findings, MsP [redacted] has been made wholeAt this time, 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
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her Sears Home Warranty After discussing the issue with Ms [redacted] and reviewing the service and warranty historyWe have confirmed that although the Appliance warranty was cancelled she has not nor do we have record that she is being billed for the retail amount of the service on her washer that was completed on July 7, We have agreed that the Appliance warranty will stay as cancelled and Sears will not be billing for the repair differenceMs [redacted] does have my direct contact information if she does receive a bill for service order # [redacted] she will inform me so that we may address stopping that billing at that timeSince it is our understanding that this resolution was acceptable to Ms [redacted] we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Leona C [redacted] W*** Dear [redacted] We have completed the investigation of MsW [redacted] complaint regarding the installation of her water heater It was our understanding that the issue with the circulation pump has been resolvedIn light of the aforementioned information, we have closed our file We apologize to MsW [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Mr [redacted] did reach out to me, but I plan on going by there to address the matter in person with him since i'm not a big phone personi kept the voicemail and all emails with mrs [redacted] , so should I have any problems with tires , lugs, anythingi expect it to be handled post hast with no hassles or we will be right back at this point againi'm not hard to please or get along with, but I expect good business to be done especially when i've spent hard earned money thereso all I can say for now is we'll see how it goes
December 21, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Jack B [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. B [redacted] complaint regarding his dissatisfaction with... multiple attempts to repair his dishwasher and his subsequent request for a replacement. As Clarification, the Sears Master Protection Agreement Mr. B [redacted] purchased for his dishwasher is a repair agreement, foremost, and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition. Replacement is offered in instances where 4 functional part failures have occurred on at least 4 separate completed service orders, or when an item cannot be repaired due to a lack of parts or technical information. It may also be important to mention that Sears Protection Agreements and manufacturer’s warranties do not promise that service will be completed within any specific period or time frame. With this having been said, we can certainly understand Mr. B [redacted] frustration with his repair experience and would like to assure him that his concerns have been forwarded to management for review. Upon receipt of this complaint, we revealed that Ms. B [redacted] was assisted by Executive Member Services Representative Heather M [redacted] His request for a replacement dishwasher was honored and his new [redacted] washer was installed on October 3, 2017. If he has any further questions or concerns about this issue, she is welcome to contact Ms. M [redacted] at [redacted] extension [redacted] for further assistance. Since we have provided the requested resolution, 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, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Jaime D [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorMelony ***, Sears Home Services, Customer Advocate provided the following response: Sears Home Services records indicate that repairs to Ms [redacted] ’s refrigerator have been completedWhen the unit was checked yesterday, it was found to be cooling as expectedIt is important to note that we will be refunding Ms [redacted] a total of $in two separate transactionsOne refund is in the amount of $and the other will be in the amount of $The aforementioned refund should post to her American Express card ending in [redacted] within the next 3-business daysIf I can be of any further assistance to Ms [redacted] , I can be reached at ***/ [redacted] Since we have noted our response to Ms [redacted] ’s complaint, we respectfully request that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding the shipping charge for an order he placed using the sears.com website It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order on the Sears websiteWe value his patronage and can assure him that his concerns have been forwarded to management for review As clarification, the free shipping offer Mr [redacted] refers to is shown at the top of the viewing page of our website in the following way: FREE SHIPPING OVER $35* The asterisk denotes that there is additional information available about the offer and the statement becomes underlined when a cursor is placed over it showing that it can be clicked to open the full details of the offer, which specifically state, “Free Shipping Exclusions: Applies to mailable products sold by Sears and Kmart on qualifying ordersExcludes Marketplace and delivery of large, heavy items and appliancesAdditional exclusions apply.” Mr [redacted] placed his order with a Marketplace seller; therefore, his order did not meet the aforementioned requirements for free shipping He was made aware of this as soon as he placed the furniture item in his cart, since the pop up window shown immediately afterward stated his item was “Sold by [redacted] - a Sears Marketplace seller.” When proceeding to the cart, our website went on to show that the item required oversized shipping and explained that Mr [redacted] would need to “Proceed to checkout to calculate exact tax and shipping” for his order Our system provided the full charges before the order was completed As such, Mr [redacted] was aware of the full amount of the order, including shipping, and if he did not agree with the charges he had the option to cancel his selection at that time Instead, he submitted his order, thereby accepting the charges For the aforementioned reasons, we are unable to honor Mr [redacted] request for a refund of the shipping charges or to return the item without paying return shipping Again, Mr [redacted] purchased from a Marketplace seller whose stock does not belong to Sears We have pasted the Marketplace return policy, which is posted verbatim on our website, below in case Mr [redacted] is not familiar with it Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our websiteIf your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears storeYour merchant's profile, which contains their specific return policy, is available via the product pageReturn policies may vary for products sold and fulfilled by third-party merchants other than SearsSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchantPlease note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us the opportunity to provide him with a more satisfying 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 Mr [redacted] comments and no further resolution can be provided in response to this issue We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Clayton E*** Dear [redacted] We have completed the investigation of MrE [redacted] complaint regarding his customer service experience upon the delivery of his purchased appliance.We apologize that the delivery carrier that we subcontracted to deliver MrE [redacted] merchandise failed to meet his expectationsWe regret that this incident occurred, and we can assure her that her concerns have been forwarded to management for review.After reviewing MrE [redacted] complaint and our records, we contacted our delivery department to archive MrE [redacted] orderOnce completed, we were able to determine that on the day of delivering his purchased appliance, our delivery drivers were not provided specific instruction as to where the appliance was being delivered where multiple buildings were locatedCustomer service attempted to contact MrE [redacted] on the day of delivery, however there was no contact madeWhen calling the alternative phone number listed on the order, the operator advised our delivery drivers that no delivery was expectedWe called MrE [redacted] and were informed that the delivery has since been completed and the fridge was dropped off at a loading docSince the appliance was not installed, we offered MrE [redacted] a $We ask him to allow 7-business days to arrive via *** Since we were able to confirm with MrE [redacted] that the delivery of his purchased appliance was completed and courtesy compensation was provided, 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 [redacted] [redacted] imx integrated member experience
Complaint: [redacted] I am rejecting this response because: I again state that Sears did not uphold their side of the "Sears Guarantee"The simple fact is that my carpets were never cleaned I paid for cleaning service that never took place The employees barely went over the carpets and either didn't do any actual work or did very low quality work When I inquired about the Sears guarantee, I was only advised that the guarantee would get me my money back if I was unsatisfied with the work because that's what I was told Sears employees and management have been abusive, rude, and unprofessional during this entire process And again I state, the Revdex.com should take action against Sears rating if they are seriously in business to protect the consumer Even employees in the local office admitted what happened to me happens to a lot of people The clearest sign that Sears locally and in their resolution office didn't take the matter seriously is that they didn't call me I say to the Revdex.com, do you consider this a valid action and response if the people who claimed to have done an investigation NEVER called me They are attempting to sweep this under the rug and write me off as just another upset customer I would have accepted many different resolutions A gift card for reimbursement of what I paid, a sincere apology, a promise to retrain and counsel employees about the way I was treated But again, no effort was made by Sears Corporation at any point to rectify this matter other than talking to the manager of the office who was not present at the cleaning and who himself refused to take my calls All I am asking for is for Sears to take this matter seriously I am but one lost customer, but rather than taking this matter seriously, I fall into the stack of the other thousands of unsatisfied complaintanta on review sites and on the Revdex.com site Sincerely, [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, Jamie [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] We have completed our investigation of Mr**’s complaint regarding the service on his refrigerator After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigeratorThe replacement was processed on August 16, and delivery is set ofr August 18, Since it is our understandi9ng that this resolution met with Mr**’s approval we have closed this file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L[redacted] @searshc.com
August 16, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Carla L [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and request for an immediate refund It is unfortunate that we failed Ms [redacted] ’s expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in her order we show that Sears Online worked with the vendor to ensure the product was returnedAccordingly, a full refund of $was credited back to her PayPal account on August 10, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #945***- Tim [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with Sears' multiple attempts to repair his television and his subsequent request for a replacement Mr [redacted] 's Master Protection Agreement specifically states that, "we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement." The Agreement goes on to explain that "Product failure will be determined by us" and that "Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recall." The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visitUpon receipt of this complaint, we revealed that although Mr [redacted] 's television still needed service, it did not yet meet the aforementioned guidelines for replacementWith that having been said, we can certainly understand his frustration with the events detailed in his complaintOur technician returned to evaluate Mr [redacted] 's television and determined that replacement would be more cost effective than repairFor this reason, Sears Technical Assistance Center authorized replacement and issued a store credit of $1,for Mr [redacted] to use toward the purchase of another television from SearsOur records indicate that Mr [redacted] accepted this resolution and selected a new television on July 22, At this time, we can only apologize for any inconvenience he may have experienced and assure him that his comments have been documented for management to reviewWe respectfully ask to have this matter closed since we have provided services and a resolution appropriate to the terms of the Master Protection Agreement Mr [redacted] purchased for his television 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] Ext87***
September 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Bo [redacted] Dear Ms [redacted] , We have completed the investigation of Mr**'s complaint regarding his online order It is unfortunate that we failed Mr**'s expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this order further we found that the initial refund was processed on July 9, The refund was sent via US mail in two separate gift cards for $and the other for $which was shipped on July 13, We apologize for the delay in receiving the refundAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr**'s 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Sandra S [redacted] Dear MsVirghes: We have completed the investigation of MsS [redacted] complaint regarding her dissatisfaction that the wall oven was not properly installed and the problems she encountered with the return of the wall oven Firstly, we would like to apologize for any inconvenience that MsS [redacted] may have experiencedUpon receipt of MsS [redacted] complaint we reviewed the installation and delivery notes related to the wall ovenThe notes indicated that MsS [redacted] had in fact requested to return the unit on September 12, 2017, which was within the day return periodOn October 23, we contacted MsS [redacted] and offered to process the return of the wall ovenWe advised MsS [redacted] that the credit for the wall oven would be issued after the unit was returned to our warehouseOn October 26, we received confirmation that the wall oven had been returned and the credit was issuedHowever, on October 30, MsS [redacted] notified us that she had not received the refund for the protection agreement that she purchased along with the wall ovenWe advised that the refund for the protection agreement is typically issued separatelyWe reached out to our contract department and it was confirmed that the contract was cancelled on November 2, and the credit was issued to MsS [redacted] credit card ending in ***With that being said, since we have addressed the issue brought forth in MsS [redacted] complaint, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Sears has admitted they owe me a refund and taken steps to return the overpaymentThat satisfies my original complaint,
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Billy CW [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MrW [redacted] complaint regarding his refrigerator repair It is regrettable that we failed MrW [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value MrW [redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to MrWooten for any inconvenience we may have caused Upon researching MrW [redacted] complaint, we found that he was assisted by Robert B [redacted] with our escalated customer service group, Executive Member Services (EMS MrB [redacted] explained to MrW [redacted] than a replacement was not an option but he would ensure that the repair would be completed as soon as possible Our records show that a control board and duct assembly were installed on December 18, 2017; completing the repair While MrW [redacted] does not carry a protection agreement on his refrigerator, and he was denied food loss reimbursement by our Protection Agreement department, as a courtesy, we have processed a mail bank check for $to assist him with any food loss he may have incurred We have included a copy of the sales check with our correspondence for his records and MrW [redacted] should receive a check in the next two weeks With that said, since we have documented MrW [redacted] concerns with his refrigerator and the repair has been completed, we have closed our file Again, we apologize to MrW [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist Enclosure
Complaint: [redacted] I am rejecting this response because: The complaint has not been settledWhat is the problems for the complaint to remain open Sincerely, [redacted]
May 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund of the returned item We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order we found that Sears Online issued a refund of $and $on May 20, For Ms [redacted] records the return receipt numbers are [redacted] and [redacted] Ms [redacted] should see the credit post to her account within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Once again, Sears fails to accept responsibility for the REAL problemMy complaint was NOT that they couldn't provide a specific time the technician would arrive, is was because they gave me an appointment date and time frame and FAILED to notify me that they did not actually schedule a technician to come do the repairI took an entire day off from work to accommodate them and they did not have the decency to inform me no-one would be coming for the appointment! Complaint: [redacted] I am rejecting this response because: Sincerely, Keri W***
September 22, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Deborah P*** Dear [redacted] We have completed the investigation of MsP [redacted] complaint regarding non receipt of credit on her canceled order.After reviewing Ms P [redacted] complaint and our records, we contacted our credit department to conduct an audit on the order in questionOnce completed, we were able to determine that on August 22, credits totaling $was issued back to the original form of paymentBased off our findings, MsP [redacted] has been made wholeAt this time, 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
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her Sears Home Warranty After discussing the issue with Ms [redacted] and reviewing the service and warranty historyWe have confirmed that although the Appliance warranty was cancelled she has not nor do we have record that she is being billed for the retail amount of the service on her washer that was completed on July 7, We have agreed that the Appliance warranty will stay as cancelled and Sears will not be billing for the repair differenceMs [redacted] does have my direct contact information if she does receive a bill for service order # [redacted] she will inform me so that we may address stopping that billing at that timeSince it is our understanding that this resolution was acceptable to Ms [redacted] we have closed this case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 27, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Leona C [redacted] W*** Dear [redacted] We have completed the investigation of MsW [redacted] complaint regarding the installation of her water heater It was our understanding that the issue with the circulation pump has been resolvedIn light of the aforementioned information, we have closed our file We apologize to MsW [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S [redacted] Specialist, Regulatory Complaints Email: Tammie.S [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Mr [redacted] did reach out to me, but I plan on going by there to address the matter in person with him since i'm not a big phone personi kept the voicemail and all emails with mrs [redacted] , so should I have any problems with tires , lugs, anythingi expect it to be handled post hast with no hassles or we will be right back at this point againi'm not hard to please or get along with, but I expect good business to be done especially when i've spent hard earned money thereso all I can say for now is we'll see how it goes
December 21, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Jack B [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. B [redacted] complaint regarding his dissatisfaction with... multiple attempts to repair his dishwasher and his subsequent request for a replacement. As Clarification, the Sears Master Protection Agreement Mr. B [redacted] purchased for his dishwasher is a repair agreement, foremost, and as such the Agreement offers as many repairs as needed to keep the covered item in proper working condition. Replacement is offered in instances where 4 functional part failures have occurred on at least 4 separate completed service orders, or when an item cannot be repaired due to a lack of parts or technical information. It may also be important to mention that Sears Protection Agreements and manufacturer’s warranties do not promise that service will be completed within any specific period or time frame. With this having been said, we can certainly understand Mr. B [redacted] frustration with his repair experience and would like to assure him that his concerns have been forwarded to management for review. Upon receipt of this complaint, we revealed that Ms. B [redacted] was assisted by Executive Member Services Representative Heather M [redacted] His request for a replacement dishwasher was honored and his new [redacted] washer was installed on October 3, 2017. If he has any further questions or concerns about this issue, she is welcome to contact Ms. M [redacted] at [redacted] extension [redacted] for further assistance. Since we have provided the requested resolution, 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, Nicki G [redacted] Regulatory Complaint Specialist [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Jaime D [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorMelony ***, Sears Home Services, Customer Advocate provided the following response: Sears Home Services records indicate that repairs to Ms [redacted] ’s refrigerator have been completedWhen the unit was checked yesterday, it was found to be cooling as expectedIt is important to note that we will be refunding Ms [redacted] a total of $in two separate transactionsOne refund is in the amount of $and the other will be in the amount of $The aforementioned refund should post to her American Express card ending in [redacted] within the next 3-business daysIf I can be of any further assistance to Ms [redacted] , I can be reached at ***/ [redacted] Since we have noted our response to Ms [redacted] ’s complaint, we respectfully request that this complaint be closedWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding the shipping charge for an order he placed using the sears.com website It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order on the Sears websiteWe value his patronage and can assure him that his concerns have been forwarded to management for review As clarification, the free shipping offer Mr [redacted] refers to is shown at the top of the viewing page of our website in the following way: FREE SHIPPING OVER $35* The asterisk denotes that there is additional information available about the offer and the statement becomes underlined when a cursor is placed over it showing that it can be clicked to open the full details of the offer, which specifically state, “Free Shipping Exclusions: Applies to mailable products sold by Sears and Kmart on qualifying ordersExcludes Marketplace and delivery of large, heavy items and appliancesAdditional exclusions apply.” Mr [redacted] placed his order with a Marketplace seller; therefore, his order did not meet the aforementioned requirements for free shipping He was made aware of this as soon as he placed the furniture item in his cart, since the pop up window shown immediately afterward stated his item was “Sold by [redacted] - a Sears Marketplace seller.” When proceeding to the cart, our website went on to show that the item required oversized shipping and explained that Mr [redacted] would need to “Proceed to checkout to calculate exact tax and shipping” for his order Our system provided the full charges before the order was completed As such, Mr [redacted] was aware of the full amount of the order, including shipping, and if he did not agree with the charges he had the option to cancel his selection at that time Instead, he submitted his order, thereby accepting the charges For the aforementioned reasons, we are unable to honor Mr [redacted] request for a refund of the shipping charges or to return the item without paying return shipping Again, Mr [redacted] purchased from a Marketplace seller whose stock does not belong to Sears We have pasted the Marketplace return policy, which is posted verbatim on our website, below in case Mr [redacted] is not familiar with it Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our websiteIf your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears storeYour merchant's profile, which contains their specific return policy, is available via the product pageReturn policies may vary for products sold and fulfilled by third-party merchants other than SearsSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchantPlease note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us the opportunity to provide him with a more satisfying 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 Mr [redacted] comments and no further resolution can be provided in response to this issue We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
November 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Clayton E*** Dear [redacted] We have completed the investigation of MrE [redacted] complaint regarding his customer service experience upon the delivery of his purchased appliance.We apologize that the delivery carrier that we subcontracted to deliver MrE [redacted] merchandise failed to meet his expectationsWe regret that this incident occurred, and we can assure her that her concerns have been forwarded to management for review.After reviewing MrE [redacted] complaint and our records, we contacted our delivery department to archive MrE [redacted] orderOnce completed, we were able to determine that on the day of delivering his purchased appliance, our delivery drivers were not provided specific instruction as to where the appliance was being delivered where multiple buildings were locatedCustomer service attempted to contact MrE [redacted] on the day of delivery, however there was no contact madeWhen calling the alternative phone number listed on the order, the operator advised our delivery drivers that no delivery was expectedWe called MrE [redacted] and were informed that the delivery has since been completed and the fridge was dropped off at a loading docSince the appliance was not installed, we offered MrE [redacted] a $We ask him to allow 7-business days to arrive via *** Since we were able to confirm with MrE [redacted] that the delivery of his purchased appliance was completed and courtesy compensation was provided, 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 [redacted] [redacted] imx integrated member experience
Complaint: [redacted] I am rejecting this response because: I again state that Sears did not uphold their side of the "Sears Guarantee"The simple fact is that my carpets were never cleaned I paid for cleaning service that never took place The employees barely went over the carpets and either didn't do any actual work or did very low quality work When I inquired about the Sears guarantee, I was only advised that the guarantee would get me my money back if I was unsatisfied with the work because that's what I was told Sears employees and management have been abusive, rude, and unprofessional during this entire process And again I state, the Revdex.com should take action against Sears rating if they are seriously in business to protect the consumer Even employees in the local office admitted what happened to me happens to a lot of people The clearest sign that Sears locally and in their resolution office didn't take the matter seriously is that they didn't call me I say to the Revdex.com, do you consider this a valid action and response if the people who claimed to have done an investigation NEVER called me They are attempting to sweep this under the rug and write me off as just another upset customer I would have accepted many different resolutions A gift card for reimbursement of what I paid, a sincere apology, a promise to retrain and counsel employees about the way I was treated But again, no effort was made by Sears Corporation at any point to rectify this matter other than talking to the manager of the office who was not present at the cleaning and who himself refused to take my calls All I am asking for is for Sears to take this matter seriously I am but one lost customer, but rather than taking this matter seriously, I fall into the stack of the other thousands of unsatisfied complaintanta on review sites and on the Revdex.com site Sincerely, [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, Jamie [redacted]
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - [redacted] Dear Ms [redacted] We have completed our investigation of Mr**’s complaint regarding the service on his refrigerator After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the refrigeratorThe replacement was processed on August 16, and delivery is set ofr August 18, Since it is our understandi9ng that this resolution met with Mr**’s approval we have closed this file We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L[redacted] @searshc.com
August 16, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Carla L [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her recent online order experience and request for an immediate refund It is unfortunate that we failed Ms [redacted] ’s expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in her order we show that Sears Online worked with the vendor to ensure the product was returnedAccordingly, a full refund of $was credited back to her PayPal account on August 10, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #945***- Tim [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with Sears' multiple attempts to repair his television and his subsequent request for a replacement Mr [redacted] 's Master Protection Agreement specifically states that, "we will replace the Covered Product(s) under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this Agreement." The Agreement goes on to explain that "Product failure will be determined by us" and that "Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recall." The two steps to most service calls are a diagnosis visit and then the installation of the ordered parts on the next visitUpon receipt of this complaint, we revealed that although Mr [redacted] 's television still needed service, it did not yet meet the aforementioned guidelines for replacementWith that having been said, we can certainly understand his frustration with the events detailed in his complaintOur technician returned to evaluate Mr [redacted] 's television and determined that replacement would be more cost effective than repairFor this reason, Sears Technical Assistance Center authorized replacement and issued a store credit of $1,for Mr [redacted] to use toward the purchase of another television from SearsOur records indicate that Mr [redacted] accepted this resolution and selected a new television on July 22, At this time, we can only apologize for any inconvenience he may have experienced and assure him that his comments have been documented for management to reviewWe respectfully ask to have this matter closed since we have provided services and a resolution appropriate to the terms of the Master Protection Agreement Mr [redacted] purchased for his television 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] Ext87***
September 1, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - Bo [redacted] Dear Ms [redacted] , We have completed the investigation of Mr**'s complaint regarding his online order It is unfortunate that we failed Mr**'s expectations and we can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this order further we found that the initial refund was processed on July 9, The refund was sent via US mail in two separate gift cards for $and the other for $which was shipped on July 13, We apologize for the delay in receiving the refundAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted Mr**'s 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 17, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Sandra S [redacted] Dear MsVirghes: We have completed the investigation of MsS [redacted] complaint regarding her dissatisfaction that the wall oven was not properly installed and the problems she encountered with the return of the wall oven Firstly, we would like to apologize for any inconvenience that MsS [redacted] may have experiencedUpon receipt of MsS [redacted] complaint we reviewed the installation and delivery notes related to the wall ovenThe notes indicated that MsS [redacted] had in fact requested to return the unit on September 12, 2017, which was within the day return periodOn October 23, we contacted MsS [redacted] and offered to process the return of the wall ovenWe advised MsS [redacted] that the credit for the wall oven would be issued after the unit was returned to our warehouseOn October 26, we received confirmation that the wall oven had been returned and the credit was issuedHowever, on October 30, MsS [redacted] notified us that she had not received the refund for the protection agreement that she purchased along with the wall ovenWe advised that the refund for the protection agreement is typically issued separatelyWe reached out to our contract department and it was confirmed that the contract was cancelled on November 2, and the credit was issued to MsS [redacted] credit card ending in ***With that being said, since we have addressed the issue brought forth in MsS [redacted] complaint, we have closed our file We apologize to MsS [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Matilda.S [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Sears has admitted they owe me a refund and taken steps to return the overpaymentThat satisfies my original complaint,
January 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Billy CW [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MrW [redacted] complaint regarding his refrigerator repair It is regrettable that we failed MrW [redacted] expectations when he recently contacted Sears Home Services to repair his refrigeratorWe value MrW [redacted] patronage and we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to MrWooten for any inconvenience we may have caused Upon researching MrW [redacted] complaint, we found that he was assisted by Robert B [redacted] with our escalated customer service group, Executive Member Services (EMS MrB [redacted] explained to MrW [redacted] than a replacement was not an option but he would ensure that the repair would be completed as soon as possible Our records show that a control board and duct assembly were installed on December 18, 2017; completing the repair While MrW [redacted] does not carry a protection agreement on his refrigerator, and he was denied food loss reimbursement by our Protection Agreement department, as a courtesy, we have processed a mail bank check for $to assist him with any food loss he may have incurred We have included a copy of the sales check with our correspondence for his records and MrW [redacted] should receive a check in the next two weeks With that said, since we have documented MrW [redacted] concerns with his refrigerator and the repair has been completed, we have closed our file Again, we apologize to MrW [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist Enclosure
Complaint: [redacted] I am rejecting this response because: The complaint has not been settledWhat is the problems for the complaint to remain open Sincerely, [redacted]
May 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a refund of the returned item We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this matterWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order we found that Sears Online issued a refund of $and $on May 20, For Ms [redacted] records the return receipt numbers are [redacted] and [redacted] Ms [redacted] should see the credit post to her account within to business daysAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Once again, Sears fails to accept responsibility for the REAL problemMy complaint was NOT that they couldn't provide a specific time the technician would arrive, is was because they gave me an appointment date and time frame and FAILED to notify me that they did not actually schedule a technician to come do the repairI took an entire day off from work to accommodate them and they did not have the decency to inform me no-one would be coming for the appointment! Complaint: [redacted] I am rejecting this response because: Sincerely, Keri W***