April 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Dr*** complaint regarding their recent online order experience
and request for a full refund It is unfortunate that we failed Dr*** expectations as we value his patronageWe can understand how the series of events noted in the complaint has caused Dr*** to lose faith in SearsWe can assure that their concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed with Sears Corporate Gift Cards that the gift card was used on this orderThe transaction was later voided however the refund did not post back to the gift cardIt is our understanding that Dr*** is no longer in possession of the original gift cardTherefore, a new gift card will be mailed to him within to business daysAdditionally, we verified that Sears Online issued a refund of $back to the Shop Your Way Rewards account on April 3, Additionally, we hope that in the future Dr*** will allow us another opportunity to provide them with the type of customer service that we have built our reputation uponIn the interim, we have noted Dr*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
May 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with our customer
service and non-receipt of a refund for her returned sears.com order It is unfortunate that we failed *** *** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** *** Manager for Sears Store *** spoke with Ms*** on May 7, 2016, and invited her to return to her local store to receive her refund of $83.86. Ms*** accepted this offer and is welcome to contact Mr*** at *** *** *** *** if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted *** *** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed our in***igation of Mr*** complaint regarding his washer We completed service on Ms*** washer and he
did confirm that the washer is workingI have provided Ms*** my direct contact number to contact me if he starts to have the same issue again and we will address the next steps at that timeSince we have repaired Mr*** washer and he has my direct contact information we have closed this case We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
April 21,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Your Revdex.com No: *** Via: 1st Class US Postage
Via: Revdex.com Website
Dear Ms***
Thank you for contacting Sears Home Improvement Products (SHIP)
regarding your inquiry concerning the above-referenced fileThe complainant’s concerns have been researched and the facts were reviewed in thorough detailIt is understood that Mr*** purchased his water heater on March 23rd, Mr*** did not elect for a Sears installation, and decided to install the water heater himselfOn March 30th, 2017, he contacted SHIP stating that he has no hot water coming from the water heaterA technician was dispatched to his home the same day, and it was found by the technician that the unit was not installed to codeThis information was relayed to Mr*** Mr*** stated in his complaint that he is upset that the technician didn’t tell him exactly what needed to be done for the unit to be installed properlyIt should be noted that the Kenmore product warranty exclusions state that a service technician will not instruct the user in correct appliance installation, operation or maintenanceIt is completely unreasonable for Mr*** to expect Sears to correct his poorly installed unit
On April 6th, Mr*** contacted SHIP again stating he has to manually re-start his water heater to get it to workThe technician went back to the home on April 12th, It was found during this call that the heat keeps going out in the unit, as the customer’s vent is at a degree angle above the water heaterThis is not to code, which states the unit should have a 12” vent pipe up and then a degree pipeMr*** was advised that he will need to change the ventingIf Mr*** had obtained necessary code approvals through the city of San Diego, he would have been informed immediately of any code violations with the water heater installationMr*** needs to understand that if he continues to call Sears to service his unpermitted water heater he will be charged for the visitsSears did not install nor arrange for the installation of the water heater and will not warranty the product as it is not installed to codeThis voids any warranty on the product
The Kenmore warranty guidelines specifically state that repair service is excluded from coverage, if any of the following occur, including:
“Damage to or failure of this appliance resulting from installation not performed by Sears authorized service agents, including installation that was not in accord with electrical, gas or plumbing codes.”
It is strongly recommended that any customer attempting to independently install an appliance research and obtain necessary approvals through their municipality prior to installing a warrantied productThis is not only to ensure the unit is installed safely, but also to ensure that the warranty guidelines are followed to ensure continued warranty coverage of the product
At this time, we have completed our investigation and are closing our fileThis is not considered a matter that SHIP would be responsible for, as we did not complete the installationSHIP will not be responsible for any damage that may have occurred to the appliance due to this water heater installationIf you have any questions or concerns, please contact me at *** * *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** via 1st Class Regular Mail
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the response about three weeks agoI had talked to store manager Karen, I believe her last name was *** or ***, and she handled everythingI was satisfied by the way she handled thingsI considered the case closed thenI then received a call from Sears On Sept11, in which they left a message and I returned their callSomeone answered and they transferred me to someone named Washika I think, I couldn't really understand her name on the answering machine, But I was on hold for 5min then the I finally got a phone ringing but noone picked up so I hung upOther than that, after speaking with Karen three weeks ago I settledI don't understand why Sears is still trying to contact meThe Revdex.com here help settle the case here three weeks ago and closed itThey responded late
November 5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** ***We have completed the investigation of *** *** complaint regarding the delivery on an incorrect refrigerator.Upon receiving *** ***
complaint we would like to apologize that she received the incorrect refrigerator. Our records show that the correct refrigerator was delivered on October 27, per *** *** request. Because we value *** *** patronage, we have issued a gift card in the amount of $for any inconveniences that she may have experienced. The gift card will be received in 7-business days to the address listed on this complaint. That being said, because *** *** has received the correct refrigerator and a gift card processed, we respectfully request this complaint be closed.We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***Regulatory Complaints Specialist***
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigerator
This morning I
had the pleasure of speaking with Mr* *** and I informed him that the Newington Sears Outlet, where he purchased his refrigerator, would be replacing it under the year sealed system warrantyMr* *** will be going to the store to select a replacement when it is convenient for himMoving forward, Mr* *** has my email address and office phone number and has been asked to contact me if he requires any further assistanceThat said, we ask that this complaint be closed
We apologize to Mr* *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Karen ***
Tell us why here...November 21,
Revdex.com
Attn: Nita *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: ***/Vicki *** Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home Improvement
Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
We are replacing the lazy Susan doorOnce the door arrives, we will contact Ms* *** for installationI will update you as we progress with the replacement
If you have any questions or concerns, please contact me at 800-222-x ***, or via email at [email protected]
Sincerely,
Jeanne *** SHIP/HI Regulatory Complaint Specialist
cc: Vicki ***/1st Class US Postage
September 25,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #- Christopher ***
Dear Ms***,
We have completed the investigation of Mr***'s rebuttal regarding his dissatisfaction with our response to his request to have surprise points returned to his Shop Your Way Rewards (SYWR) account
We feel it is important to clarify that while our sears.com agents are able to answer general questions about the SYWR program, it is a member's responsibility to become familiar with the terms of their membership and the status of their points accountAlthough, it does not appear that the return of Mr***'s order was the result of any Sears error, we have honored his request to have $in surprise SYWR points added back to his accountThe points were added solely as a customer satisfaction gesture on September 22, 2015, leaving a final balance equivalent to $on that dateWe can again assure Mr*** that we have forwarded his concerns to management so that we may determine whether future changes are needed to improve our servicesWe respectfully ask to have this matter closed, since Mr***'s preferred resolution has been provided
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki ***
Regulatory Complaint Specialist
***
1-800-*** *** ***
July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a trimmer she
purchased recently Ms*** has been contacted and we have agreed to provide her with an exchange for a brand new item even though the box clearly said “as is” and the price was drastically discountedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, **
*** ***Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Moreover, *** was great I wish the original service reps were as effective.
Sincerely,
*** ***
December 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his water hose
As clarification, the Craftsman Warranty says that we will supply a comparable replacement; it is not noted that the same model would be provided or that the replacement model would have the same warrantyMr*** has requested that we provide him with a Craftsman branded water hose as his replacement, but that is not available in Puerto Rico any longerIn such an instance, we would offer the consumer the most comparable item we have available, but if that is not agreeable, then a gift card for the amount they paid can be issued if a purchase receipt is providedIf a receipt is not available, the lowest selling price on file for them item can be put on a gift card as wellMr*** refused all of these options even though we carry a water hose that is not Craftsman branded with a lifetime warranty and the gift card he would have received would likely have allowed him to purchase that item outrightWe apologize that none of these offers met with Mr*** satisfaction, but we feel that any of the aforementioned options would have fulfilled our obligations for the warranty his Craftsman water hose carriesShould Mr*** wish to reconsider, he may contact Store Manager Jose Santiago during business hours at *** *** Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 9, *** ***Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and her 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 Ms* ***placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** ** *** *** *** ***, Meridianville AL *** Email: *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** 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 there was a processing error with the first refundOn December 24, 2016, Sears Online reprocessed a new gift card to Ms*** via *** tracking number *** On January 3, 2016, Ms*** called in to unfreeze the gift card of $Since we have confirmed that Ms*** has received her refund gift card, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Auto Center*** ***, Sears Auto Center, District Sales
Manager provided the following response: After receiving Mr*** complaint, Chris *** one of our Assistant Managers contacted and spoke with himIt was agreed that Sears Auto Center would be refunding Mr*** $Since Mr*** doesn’t live close to the Auto Center, he will be visiting the auto center in Concord New HampshireIf Mr*** has any additional questions of concerns, I invite him to speak with Mr*** by calling ***Since we have noted our intent to refund Mr***, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
May 25,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: * *** *** ** *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding his refrigerator We have spoken with Mr*** in regard to this issue and an amicable resolution was agreed uponSince it appears that this matter has been resolved, we ask that it be considered closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Regulatory Complaint Specialist Sears Holdings Corporation *** Tell us why here
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the Sears Home Warranty and repairs to his refrigeratorMr***
refrigerator is covered by the Sears Home Warranty (SHW) which is administered by *** *** *** Services (CCHS)That being said Julia Stephenson, Case Management Specialist from *** *** *** Services informed our office that they will be replacing Mr*** refrigerator per the terms and conditions of the SHWIf Mr*** has any questions or concerns about the replacement process, he should call Ms*** at *** *** *** or via email at *** Since we have noted our response regarding Mr*** complaint, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Complaint: ***
I am rejecting this response because:The response is not trueSears once used to be a business of integrity with a quality product and services to provide.This is no longer true and it is obvious by the untrue information.I am certain a court of law would agree based on the facts they breached their warranty terms.I will cancel existing accounts I have with this company that undoubtedly will further its decline
Sincerely,
*** ***
November 17,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** * ***
*** *** ***We have completed the investigation of *** *** complaint regarding her dissatisfaction with the delay in receiving the part she
ordered online.Firstly we would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.On November 16, *** ***, Customer Advocate with Parts Direct, contacted *** *** to discuss her concerns regarding her part order. *** *** informed *** *** that the vendor listed the part on back order until the end of December 2015. Since the item is still showing available to order on our website, she informed *** *** that the issue will be reported to our vendor to update their available inventory. *** *** apologized for the inconvenience and offered her a $gift card to use towards the purchase of a new washer. *** *** accepted the offer and she should receive it within business days via regular mail. Since we have addressed the issue brought forth in *** ***’s complaint, we have closed our file.Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
*** ***Regulatory Complaint SpecialistSears Holdings Corporation*** ***
April 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Dr*** complaint regarding their recent online order experience
and request for a full refund It is unfortunate that we failed Dr*** expectations as we value his patronageWe can understand how the series of events noted in the complaint has caused Dr*** to lose faith in SearsWe can assure that their concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed with Sears Corporate Gift Cards that the gift card was used on this orderThe transaction was later voided however the refund did not post back to the gift cardIt is our understanding that Dr*** is no longer in possession of the original gift cardTherefore, a new gift card will be mailed to him within to business daysAdditionally, we verified that Sears Online issued a refund of $back to the Shop Your Way Rewards account on April 3, Additionally, we hope that in the future Dr*** will allow us another opportunity to provide them with the type of customer service that we have built our reputation uponIn the interim, we have noted Dr*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
May 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with our customer
service and non-receipt of a refund for her returned sears.com order It is unfortunate that we failed *** *** expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, *** *** Manager for Sears Store *** spoke with Ms*** on May 7, 2016, and invited her to return to her local store to receive her refund of $83.86. Ms*** accepted this offer and is welcome to contact Mr*** at *** *** *** *** if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted *** *** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed our in***igation of Mr*** complaint regarding his washer We completed service on Ms*** washer and he
did confirm that the washer is workingI have provided Ms*** my direct contact number to contact me if he starts to have the same issue again and we will address the next steps at that timeSince we have repaired Mr*** washer and he has my direct contact information we have closed this case We apologize to Mr*** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
April 21,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Your Revdex.com No: *** Via: 1st Class US Postage
Via: Revdex.com Website
Dear Ms***
Thank you for contacting Sears Home Improvement Products (SHIP)
regarding your inquiry concerning the above-referenced fileThe complainant’s concerns have been researched and the facts were reviewed in thorough detailIt is understood that Mr*** purchased his water heater on March 23rd, Mr*** did not elect for a Sears installation, and decided to install the water heater himselfOn March 30th, 2017, he contacted SHIP stating that he has no hot water coming from the water heaterA technician was dispatched to his home the same day, and it was found by the technician that the unit was not installed to codeThis information was relayed to Mr*** Mr*** stated in his complaint that he is upset that the technician didn’t tell him exactly what needed to be done for the unit to be installed properlyIt should be noted that the Kenmore product warranty exclusions state that a service technician will not instruct the user in correct appliance installation, operation or maintenanceIt is completely unreasonable for Mr*** to expect Sears to correct his poorly installed unit
On April 6th, Mr*** contacted SHIP again stating he has to manually re-start his water heater to get it to workThe technician went back to the home on April 12th, It was found during this call that the heat keeps going out in the unit, as the customer’s vent is at a degree angle above the water heaterThis is not to code, which states the unit should have a 12” vent pipe up and then a degree pipeMr*** was advised that he will need to change the ventingIf Mr*** had obtained necessary code approvals through the city of San Diego, he would have been informed immediately of any code violations with the water heater installationMr*** needs to understand that if he continues to call Sears to service his unpermitted water heater he will be charged for the visitsSears did not install nor arrange for the installation of the water heater and will not warranty the product as it is not installed to codeThis voids any warranty on the product
The Kenmore warranty guidelines specifically state that repair service is excluded from coverage, if any of the following occur, including:
“Damage to or failure of this appliance resulting from installation not performed by Sears authorized service agents, including installation that was not in accord with electrical, gas or plumbing codes.”
It is strongly recommended that any customer attempting to independently install an appliance research and obtain necessary approvals through their municipality prior to installing a warrantied productThis is not only to ensure the unit is installed safely, but also to ensure that the warranty guidelines are followed to ensure continued warranty coverage of the product
At this time, we have completed our investigation and are closing our fileThis is not considered a matter that SHIP would be responsible for, as we did not complete the installationSHIP will not be responsible for any damage that may have occurred to the appliance due to this water heater installationIf you have any questions or concerns, please contact me at *** * *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** via 1st Class Regular Mail
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the response about three weeks agoI had talked to store manager Karen, I believe her last name was *** or ***, and she handled everythingI was satisfied by the way she handled thingsI considered the case closed thenI then received a call from Sears On Sept11, in which they left a message and I returned their callSomeone answered and they transferred me to someone named Washika I think, I couldn't really understand her name on the answering machine, But I was on hold for 5min then the I finally got a phone ringing but noone picked up so I hung upOther than that, after speaking with Karen three weeks ago I settledI don't understand why Sears is still trying to contact meThe Revdex.com here help settle the case here three weeks ago and closed itThey responded late
November 5, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** ***We have completed the investigation of *** *** complaint regarding the delivery on an incorrect refrigerator.Upon receiving *** ***
complaint we would like to apologize that she received the incorrect refrigerator. Our records show that the correct refrigerator was delivered on October 27, per *** *** request. Because we value *** *** patronage, we have issued a gift card in the amount of $for any inconveniences that she may have experienced. The gift card will be received in 7-business days to the address listed on this complaint. That being said, because *** *** has received the correct refrigerator and a gift card processed, we respectfully request this complaint be closed.We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ***Regulatory Complaints Specialist***
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigerator
This morning I
had the pleasure of speaking with Mr* *** and I informed him that the Newington Sears Outlet, where he purchased his refrigerator, would be replacing it under the year sealed system warrantyMr* *** will be going to the store to select a replacement when it is convenient for himMoving forward, Mr* *** has my email address and office phone number and has been asked to contact me if he requires any further assistanceThat said, we ask that this complaint be closed
We apologize to Mr* *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Claims Specialist
Sears Holdings Corporation
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Karen ***
Tell us why here...November 21,
Revdex.com
Attn: Nita *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: ***/Vicki *** Via: n***@chicago.Revdex.com.org
Dear Ms***,
Thank you for contacting Sears Home Improvement
Products (SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
We are replacing the lazy Susan doorOnce the door arrives, we will contact Ms* *** for installationI will update you as we progress with the replacement
If you have any questions or concerns, please contact me at 800-222-x ***, or via email at [email protected]
Sincerely,
Jeanne *** SHIP/HI Regulatory Complaint Specialist
cc: Vicki ***/1st Class US Postage
September 25,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #- Christopher ***
Dear Ms***,
We have completed the investigation of Mr***'s rebuttal regarding his dissatisfaction with our response to his request to have surprise points returned to his Shop Your Way Rewards (SYWR) account
We feel it is important to clarify that while our sears.com agents are able to answer general questions about the SYWR program, it is a member's responsibility to become familiar with the terms of their membership and the status of their points accountAlthough, it does not appear that the return of Mr***'s order was the result of any Sears error, we have honored his request to have $in surprise SYWR points added back to his accountThe points were added solely as a customer satisfaction gesture on September 22, 2015, leaving a final balance equivalent to $on that dateWe can again assure Mr*** that we have forwarded his concerns to management so that we may determine whether future changes are needed to improve our servicesWe respectfully ask to have this matter closed, since Mr***'s preferred resolution has been provided
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki ***
Regulatory Complaint Specialist
***
1-800-*** *** ***
July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a trimmer she
purchased recently Ms*** has been contacted and we have agreed to provide her with an exchange for a brand new item even though the box clearly said “as is” and the price was drastically discountedIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, **
*** ***Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Moreover, *** was great I wish the original service reps were as effective.
Sincerely,
*** ***
December 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his water hose
As clarification, the Craftsman Warranty says that we will supply a comparable replacement; it is not noted that the same model would be provided or that the replacement model would have the same warrantyMr*** has requested that we provide him with a Craftsman branded water hose as his replacement, but that is not available in Puerto Rico any longerIn such an instance, we would offer the consumer the most comparable item we have available, but if that is not agreeable, then a gift card for the amount they paid can be issued if a purchase receipt is providedIf a receipt is not available, the lowest selling price on file for them item can be put on a gift card as wellMr*** refused all of these options even though we carry a water hose that is not Craftsman branded with a lifetime warranty and the gift card he would have received would likely have allowed him to purchase that item outrightWe apologize that none of these offers met with Mr*** satisfaction, but we feel that any of the aforementioned options would have fulfilled our obligations for the warranty his Craftsman water hose carriesShould Mr*** wish to reconsider, he may contact Store Manager Jose Santiago during business hours at *** *** Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 9, *** ***Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and her 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 Ms* ***placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** *** ** *** *** *** ***, Meridianville AL *** Email: *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** 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 there was a processing error with the first refundOn December 24, 2016, Sears Online reprocessed a new gift card to Ms*** via *** tracking number *** On January 3, 2016, Ms*** called in to unfreeze the gift card of $Since we have confirmed that Ms*** has received her refund gift card, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Auto Center*** ***, Sears Auto Center, District Sales
Manager provided the following response: After receiving Mr*** complaint, Chris *** one of our Assistant Managers contacted and spoke with himIt was agreed that Sears Auto Center would be refunding Mr*** $Since Mr*** doesn’t live close to the Auto Center, he will be visiting the auto center in Concord New HampshireIf Mr*** has any additional questions of concerns, I invite him to speak with Mr*** by calling ***Since we have noted our intent to refund Mr***, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
May 25,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: * *** *** ** *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding his refrigerator We have spoken with Mr*** in regard to this issue and an amicable resolution was agreed uponSince it appears that this matter has been resolved, we ask that it be considered closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Regulatory Complaint Specialist Sears Holdings Corporation *** Tell us why here
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding the Sears Home Warranty and repairs to his refrigeratorMr***
refrigerator is covered by the Sears Home Warranty (SHW) which is administered by *** *** *** Services (CCHS)That being said Julia Stephenson, Case Management Specialist from *** *** *** Services informed our office that they will be replacing Mr*** refrigerator per the terms and conditions of the SHWIf Mr*** has any questions or concerns about the replacement process, he should call Ms*** at *** *** *** or via email at *** Since we have noted our response regarding Mr*** complaint, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
Complaint: ***
I am rejecting this response because:The response is not trueSears once used to be a business of integrity with a quality product and services to provide.This is no longer true and it is obvious by the untrue information.I am certain a court of law would agree based on the facts they breached their warranty terms.I will cancel existing accounts I have with this company that undoubtedly will further its decline
Sincerely,
*** ***
November 17,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** * ***
*** *** ***We have completed the investigation of *** *** complaint regarding her dissatisfaction with the delay in receiving the part she
ordered online.Firstly we would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.On November 16, *** ***, Customer Advocate with Parts Direct, contacted *** *** to discuss her concerns regarding her part order. *** *** informed *** *** that the vendor listed the part on back order until the end of December 2015. Since the item is still showing available to order on our website, she informed *** *** that the issue will be reported to our vendor to update their available inventory. *** *** apologized for the inconvenience and offered her a $gift card to use towards the purchase of a new washer. *** *** accepted the offer and she should receive it within business days via regular mail. Since we have addressed the issue brought forth in *** ***’s complaint, we have closed our file.Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,
*** ***Regulatory Complaint SpecialistSears Holdings Corporation*** ***