December 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a return and refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] , [redacted] and Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that the merchandise was returned to the seller on Friday November 25, Accordingly, Sears Online issued a refund of $under return receipt number [redacted] and $under return receipt number [redacted] In closure, since a full refund has been provided to Ms***, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: The manager did not fully read my complaint and addressed issues that were not relevant to my complaint Sincerely, Lisa [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 meOnly thing is they wouldn't replace food loss 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 meI will never shop with Sears or Kmart after this issue, but accept their response at this timeThank you Sincerely, [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 a refrigerator ordered from www.searsoutlet.com [redacted] Manager of the Lansing Sears Outlet provided the following response: I would like to speak with Mr [redacted] regarding his complaint and desired resolutionI can be reached at [redacted] or via email at [redacted] Once a resolution has been reached, we will provide an additional updateWe 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]
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, Amy [redacted]
Contact Name and Title: MELISSA [redacted] September 28, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Jewel [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her grandmother's refrigerator and her request for a replacement First, we would like to apologize to Ms [redacted] and her grandmother for failing their expectations in regard to the repair of the refrigeratorAfter reviewing the notes in our service system, our office authorized a replacement under Ms [redacted] 's Master Protection Agreement (MPA)Based upon the features of Ms [redacted] 's current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPABarbara [redacted] Customer Advocate, advised Ms [redacted] that she has been authorized a replacement refrigeratorMs [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs [redacted] will need to provide the telephone number on record, ( [redacted] to verify the replacement authorizationThe new refrigerator will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer's warrantyIn summary, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 28, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – Samantha [redacted] Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] complaint regarding her... dissatisfaction with the multiple repair attempts on her microwave. We have spoken to Ms. [redacted] in reference to her concerns and after reviewing her service history, we can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms. [redacted] , and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, Ms. [redacted] is scheduled for repair on October 31, 2016. That being said, because we have addressed Ms. [redacted] ’s complaint, we respectfully request this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica. [redacted] @searshc.com
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Even though, it seems as if they don't know what they are doing by their reply! As soon as I filled the complaint, I was issued the full refund. However, the quality of the staff and their venders was great disappointment, I needed nothing further than my full refund, and I got it! Thank you BBB, Sincerely, [redacted]
January 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request for a refund It is unfortunate if we failed Ms [redacted] expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaint and we 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 the order, we show that Sears Online confirmed Ms [redacted] was never charged for the canceled itemsAdditionally, 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 uponShould Ms [redacted] have any questions, she may call Shop Your Way Rewards directly at ( [redacted] In the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her dryer repairUpon receiving Ms [redacted] complaint, we contacted the local service unit for assistance since it appears that the refund request for the returned part was not processedOn October 25, 2016, [redacted] with [redacted] submitted a refund request in the amount of $ Ms [redacted] should receive a refund check within the next two weeks In summary, since we have documented Ms [redacted] concerns and processed her requested refund, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
October 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Todd [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding her online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by FastMedia located at Canyon Crossing DrRichmond TX 77406, Email: [email protected] and telephone number (281) 410-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that Sears Online contacted the seller on Mr [redacted] behalfThe seller advised that the delivery was refused and once the items were returned to the warehouse, a refund would be processedIn closure, since the seller has agreed to issue a refund, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: I am rejecting this response because: Sears/kmart must immediately remove all on-line and advertised check cashing servicesClearly, their admission to provide consistent services is unacceptableAlso, the premise that I was compensated previously and that there is only a one time fault for a problem that afterwards causes repeated mental and financial hardship is ridiculousAgain, this is a widespread consumer violation that is an unwarranted repeated attack on consumer/customers rightsI see no mention of intended actions to upgrade the system and address all the check cashing issuesFurthermore, there is an obligation to use any of the many other processing services available to ensure checks are cashed for all customers, not just some,and at all of your storesfinally, this inaction makes Sears/Kmart liable Sincerely, Terry [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Jason M ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorSears will be processing an in warranty exchange of Mr [redacted] refrigeratorWe will also be providing Mr [redacted] with a complimentary one year Master Protection Agreement (MPA) as a gesture of good customer serviceWe will be emailing Mr [redacted] a copy of the sales check and scheduling delivery of the refrigerator for the next available delivery dateThat 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
November 21, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Travis [redacted] - # [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] complaint regarding his washer and his request for a... replacement. First, we would like to apologize to Mr. [redacted] for failing is expectations in regard to the repair of his washer. Upon researching Mr. [redacted] concerns, we found that he was authorized for a new washer on November 18, 2016, but the authorization had not yet been completed. My office completed the authorization to expedite the replacement for Mr. [redacted] . Based upon the features of Mr. [redacted] current washer, it was determined that $649.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on November 21, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, (985) 860-5488, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 12, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple... service attempts to repair the leak on her dishwasher. It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dishwasher repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reached out to [redacted] Member Advocate for Service Uni [redacted] ***, to assist with Ms. [redacted] concern. Ms. [redacted] reviewed the service orders and followed up with Ms. [redacted] after the service visit on October 3, 2016. Ms. [redacted] confirmed that the tech had ordered the necessary parts and at that time, she was just waiting for the parts to arrive. Ms. [redacted] assured her that she would monitor the repair. On October 12, 2016, Ms. [redacted] confirmed that the repair on the dishwasher was completed on October 11, 2016. She tested the dishwasher on one cycle and it did not leak. However, she would continue to test the remaining cycles and would contact Ms. [redacted] directly if there were any additional issues. With that being said, since the dishwasher repair has been completed, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 15, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with... our customer service and failure to provide assistance with his tires. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Auto Center. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that [redacted] Manager for Sears Auto Center ***, attempted to reach Mr. [redacted] by telephone as recently as February 9, 2017, but it appears that Mr. [redacted] may not yet have replied. Until our manager has the opportunity to speak with Mr. [redacted] we are unable to work toward a resolution. If Mr. [redacted] still needs assistance, we ask that he contact Mr. [redacted] , within fifteen business days of the date of this letter. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, pending Mr. [redacted] response. 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] ***
July 15, 2015 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. # [redacted] Chicago, IL 60611 Re: # 9 [redacted] ... - Vincent [redacted] Dear Ms. [redacted] : We have completed our investigation of Mr. [redacted] 's complaint regarding services on pool heat pump under the Home Warranty coverage. Upon receipt of Mr. [redacted] 's complaint we reached out to Cross Country who is the administrator of the Sears Home Warranty service plan. After review the denial from Cross County was overturned and he was approved for service to replace the pool heat pump up to $1000.00. Mr. [redacted] need only contact Sears Home Warranty at 1-800- [redacted] to have his pool pump serviced. Since Cross Country has moved forward with authorization to repair Mr. [redacted] 's pool pump we have closed our case. 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 512- [redacted] direct Vanessa.L. [redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Michelle [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding a purchase made at the Sears After receiving Ms [redacted] 's complaint I contacted her to discuss her concerns and she informed me that her issue has been resolvedSince Ms [redacted] 's complaint has been resolved to her satisfaction, we ask that this complaint be closed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
September 29, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Yvonne M [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that her range failed too soon, the multiple service attempts and her request for a refund Upon receipt of Ms***'s complaint, we reviewed the service order and case notes related to her rangeOur records indicate that Ms [redacted] purchased the range on August 13, and scheduled delivery for November 5, The range was serviced on April 4, for a shorted meat probe receptacle; on July 23, our tech replaced a generator boardMs [redacted] called again for service and on September 2, our tech replaced the left generator board again, but the range still failedThe tech ordered the right generator board and scheduled to return on September 14, to install; however, Ms [redacted] was not home for the scheduled appointment and on September 22, she refused serviceAccording to the case notes, Ms [redacted] contacted our Customer Solutions Team on September 2, and requested a replacementDue to the multiple repairs, Ms [redacted] was approved for an in-warranty exchange from SearsMs [redacted] called back again on September 5, and requested to return the range for a refund instead of an exchangeThe associate mistakenly informed Ms [redacted] that she was still within the day return period because she thought the range was purchased August 13, 2015; and the request for the return was submittedAt this point the error on the dates was noticed and Ms [redacted] was notified that she did not qualify for a return and could only exchange with another range from SearsMs [redacted] stated that Sears did not have another range that would fit in the space provided since her counter top was custom fit for the current range As clarification, Sears does have a day Satisfaction Guarantee period for appliances that starts on the date of deliverySince Ms***'s range was delivered on November 5, 2014, then the return period expired on December 5, We contacted Ms [redacted] and provided her with a different but comparable model sold by Sears with the same dimensions and features of her current rangeMs [redacted] did not accept the model, and continued to request for a returnFor customer satisfaction and as one-time offer only, we agreed to return the range for a full refundOn September 29, we processed the return and the piis scheduled for October 1, Ms [redacted] has been informed that we will issue the credit once the range has been received, then she will receive a bank check for $2,within business daysIn the interim, since we have provided Ms [redacted] with her desired resolution, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
December 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request for a return and refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] located at [redacted] , [redacted] and Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that the merchandise was returned to the seller on Friday November 25, Accordingly, Sears Online issued a refund of $under return receipt number [redacted] and $under return receipt number [redacted] In closure, since a full refund has been provided to Ms***, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: The manager did not fully read my complaint and addressed issues that were not relevant to my complaint Sincerely, Lisa [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 meOnly thing is they wouldn't replace food loss 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 meI will never shop with Sears or Kmart after this issue, but accept their response at this timeThank you Sincerely, [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 a refrigerator ordered from www.searsoutlet.com [redacted] Manager of the Lansing Sears Outlet provided the following response: I would like to speak with Mr [redacted] regarding his complaint and desired resolutionI can be reached at [redacted] or via email at [redacted] Once a resolution has been reached, we will provide an additional updateWe 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]
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, Amy [redacted]
Contact Name and Title: MELISSA [redacted] September 28, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: Jewel [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her grandmother's refrigerator and her request for a replacement First, we would like to apologize to Ms [redacted] and her grandmother for failing their expectations in regard to the repair of the refrigeratorAfter reviewing the notes in our service system, our office authorized a replacement under Ms [redacted] 's Master Protection Agreement (MPA)Based upon the features of Ms [redacted] 's current refrigerator, it was determined that $2,would provide her with a comparable replacement under her MPABarbara [redacted] Customer Advocate, advised Ms [redacted] that she has been authorized a replacement refrigeratorMs [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs [redacted] will need to provide the telephone number on record, ( [redacted] to verify the replacement authorizationThe new refrigerator will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer's warrantyIn summary, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 28, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] – Samantha [redacted] Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] complaint regarding her... dissatisfaction with the multiple repair attempts on her microwave. We have spoken to Ms. [redacted] in reference to her concerns and after reviewing her service history, we can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms. [redacted] , and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, Ms. [redacted] is scheduled for repair on October 31, 2016. That being said, because we have addressed Ms. [redacted] ’s complaint, we respectfully request this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica. [redacted] @searshc.com
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Even though, it seems as if they don't know what they are doing by their reply! As soon as I filled the complaint, I was issued the full refund. However, the quality of the staff and their venders was great disappointment, I needed nothing further than my full refund, and I got it! Thank you BBB, Sincerely, [redacted]
January 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and her request for a refund It is unfortunate if we failed Ms [redacted] expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaint and we 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 the order, we show that Sears Online confirmed Ms [redacted] was never charged for the canceled itemsAdditionally, 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 uponShould Ms [redacted] have any questions, she may call Shop Your Way Rewards directly at ( [redacted] In the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her dryer repairUpon receiving Ms [redacted] complaint, we contacted the local service unit for assistance since it appears that the refund request for the returned part was not processedOn October 25, 2016, [redacted] with [redacted] submitted a refund request in the amount of $ Ms [redacted] should receive a refund check within the next two weeks In summary, since we have documented Ms [redacted] concerns and processed her requested refund, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
October 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Todd [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding her online order experience and request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by FastMedia located at Canyon Crossing DrRichmond TX 77406, Email: [email protected] and telephone number (281) 410-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that Sears Online contacted the seller on Mr [redacted] behalfThe seller advised that the delivery was refused and once the items were returned to the warehouse, a refund would be processedIn closure, since the seller has agreed to issue a refund, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: I am rejecting this response because: Sears/kmart must immediately remove all on-line and advertised check cashing servicesClearly, their admission to provide consistent services is unacceptableAlso, the premise that I was compensated previously and that there is only a one time fault for a problem that afterwards causes repeated mental and financial hardship is ridiculousAgain, this is a widespread consumer violation that is an unwarranted repeated attack on consumer/customers rightsI see no mention of intended actions to upgrade the system and address all the check cashing issuesFurthermore, there is an obligation to use any of the many other processing services available to ensure checks are cashed for all customers, not just some,and at all of your storesfinally, this inaction makes Sears/Kmart liable Sincerely, Terry [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste [redacted] Chicago, IL Re: Jason M ***# [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his refrigeratorSears will be processing an in warranty exchange of Mr [redacted] refrigeratorWe will also be providing Mr [redacted] with a complimentary one year Master Protection Agreement (MPA) as a gesture of good customer serviceWe will be emailing Mr [redacted] a copy of the sales check and scheduling delivery of the refrigerator for the next available delivery dateThat 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
November 21, 2016 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Travis [redacted] - # [redacted] Dear Ms. [redacted] : We have completed the investigation of Mr. [redacted] complaint regarding his washer and his request for a... replacement. First, we would like to apologize to Mr. [redacted] for failing is expectations in regard to the repair of his washer. Upon researching Mr. [redacted] concerns, we found that he was authorized for a new washer on November 18, 2016, but the authorization had not yet been completed. My office completed the authorization to expedite the replacement for Mr. [redacted] . Based upon the features of Mr. [redacted] current washer, it was determined that $649.99 would provide him with a comparable replacement under his MPA. An email was sent to Mr. [redacted] on November 21, 2016, explaining the replacement process. As stated in the email, Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, (985) 860-5488, to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
October 12, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the multiple... service attempts to repair the leak on her dishwasher. It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dishwasher repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms. [redacted] may have experienced. We want to assure Ms. [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reached out to [redacted] Member Advocate for Service Uni [redacted] ***, to assist with Ms. [redacted] concern. Ms. [redacted] reviewed the service orders and followed up with Ms. [redacted] after the service visit on October 3, 2016. Ms. [redacted] confirmed that the tech had ordered the necessary parts and at that time, she was just waiting for the parts to arrive. Ms. [redacted] assured her that she would monitor the repair. On October 12, 2016, Ms. [redacted] confirmed that the repair on the dishwasher was completed on October 11, 2016. She tested the dishwasher on one cycle and it did not leak. However, she would continue to test the remaining cycles and would contact Ms. [redacted] directly if there were any additional issues. With that being said, since the dishwasher repair has been completed, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 15, 2017 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with... our customer service and failure to provide assistance with his tires. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Auto Center. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that [redacted] Manager for Sears Auto Center ***, attempted to reach Mr. [redacted] by telephone as recently as February 9, 2017, but it appears that Mr. [redacted] may not yet have replied. Until our manager has the opportunity to speak with Mr. [redacted] we are unable to work toward a resolution. If Mr. [redacted] still needs assistance, we ask that he contact Mr. [redacted] , within fifteen business days of the date of this letter. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, pending Mr. [redacted] response. 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] ***
July 15, 2015 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. # [redacted] Chicago, IL 60611 Re: # 9 [redacted] ... - Vincent [redacted] Dear Ms. [redacted] : We have completed our investigation of Mr. [redacted] 's complaint regarding services on pool heat pump under the Home Warranty coverage. Upon receipt of Mr. [redacted] 's complaint we reached out to Cross Country who is the administrator of the Sears Home Warranty service plan. After review the denial from Cross County was overturned and he was approved for service to replace the pool heat pump up to $1000.00. Mr. [redacted] need only contact Sears Home Warranty at 1-800- [redacted] to have his pool pump serviced. Since Cross Country has moved forward with authorization to repair Mr. [redacted] 's pool pump we have closed our case. 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 512- [redacted] direct Vanessa.L. [redacted] @searshc.com
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Michelle [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding a purchase made at the Sears After receiving Ms [redacted] 's complaint I contacted her to discuss her concerns and she informed me that her issue has been resolvedSince Ms [redacted] 's complaint has been resolved to her satisfaction, we ask that this complaint be closed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
September 29, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Yvonne M [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that her range failed too soon, the multiple service attempts and her request for a refund Upon receipt of Ms***'s complaint, we reviewed the service order and case notes related to her rangeOur records indicate that Ms [redacted] purchased the range on August 13, and scheduled delivery for November 5, The range was serviced on April 4, for a shorted meat probe receptacle; on July 23, our tech replaced a generator boardMs [redacted] called again for service and on September 2, our tech replaced the left generator board again, but the range still failedThe tech ordered the right generator board and scheduled to return on September 14, to install; however, Ms [redacted] was not home for the scheduled appointment and on September 22, she refused serviceAccording to the case notes, Ms [redacted] contacted our Customer Solutions Team on September 2, and requested a replacementDue to the multiple repairs, Ms [redacted] was approved for an in-warranty exchange from SearsMs [redacted] called back again on September 5, and requested to return the range for a refund instead of an exchangeThe associate mistakenly informed Ms [redacted] that she was still within the day return period because she thought the range was purchased August 13, 2015; and the request for the return was submittedAt this point the error on the dates was noticed and Ms [redacted] was notified that she did not qualify for a return and could only exchange with another range from SearsMs [redacted] stated that Sears did not have another range that would fit in the space provided since her counter top was custom fit for the current range As clarification, Sears does have a day Satisfaction Guarantee period for appliances that starts on the date of deliverySince Ms***'s range was delivered on November 5, 2014, then the return period expired on December 5, We contacted Ms [redacted] and provided her with a different but comparable model sold by Sears with the same dimensions and features of her current rangeMs [redacted] did not accept the model, and continued to request for a returnFor customer satisfaction and as one-time offer only, we agreed to return the range for a full refundOn September 29, we processed the return and the piis scheduled for October 1, Ms [redacted] has been informed that we will issue the credit once the range has been received, then she will receive a bank check for $2,within business daysIn the interim, since we have provided Ms [redacted] with her desired resolution, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com