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,
Christopher L***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a *** dishwasher purchased from SearsMs*** purchased a
clearance *** dishwasher from Sears on February 25, for $The sales check indicates that the dishwasher was picked up from the store and was not delivered or installed by SearsThat said, we stand behind the policy that was explained to Ms*** when she spoke with a member of our customer solutions department, we will provide her with a dollar for dollar store credit to be used to replace the dishwasher or she can return the dishwasher for a full refundMs*** can reach me at *** or via email at *** to advise of her decisionSince we have noted our response to Ms*** complaint, we ask that this complaint be closedWe apologize to Ms*** 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 ***
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
April 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms***
complaint regarding her online orders
It is unfortunate that we failed Ms*** expectations and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the complaint filed, we found that she had been in contact with Customer Solutions, Sears' escalated complaint departmentCustomer Solutions processed a refund of $on return sales receipt number *** This refund was processed on April 19, 2015, and will take approximately three to five business days to reflect in he* *** account ending in *** In the interim, since a refund has been issued, we respectfully ask to have this matter closed, pending her receipt of the credit to her account
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services First, we
would like to apologize to Mr*** for failing his expectations in regard to the repair of his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted *** *** with unit *** for assistance. After reviewing Mr*** concerns and because he advised that he had to purchase a new washer, we agreed to issue a refund of the service feeAccordingly, a refund request was submitted on June 23, 2016, and Mr*** should receive a refund check for $within the next two weeksWith that said, as it is our understanding that Mr*** no longer requires any assistance and since we are providing him with his requested refund, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
Only after the Revdex.com contacted the company did the company not only address my concerns, but follow through with what it said it would do to rectify the situation
December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr
*** complaint regarding his dishwasher We want to note that it is standard procedure for a manufacturer to have an alleged defect verified prior to fulfilling the terms of a warrantyFurthermore, Mr*** manufacturer’s warranty does note that the consumer will pay labor after the first yearHowever, we have sent the part Mr*** noted to his home free of charge as a onetime courtesyThe estimated arrival date is December 27, As such, we have closed our file 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 *** *** ***
July 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of MsJ*** complaint regarding her dissatisfaction with our customer
service and a refrigerator she purchased from Sears Outlet It is unfortunate that we failed MsJ*** expectations when she recently purchased a refrigerator from Sears OutletWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure MsJ*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that MsJ*** was assisted by Sears Outlet Lead Tivia W***. The correct measurements were taken and a new counter depth refrigerator was delivered to MsJ*** home. Tivia W*** has attempted to reach MsJ*** since our receipt of this complaint, but has not yet been able to speak with her. If MsJ*** still needs assistance with this matter, she is welcome to contact Tivia at (*** *** At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future MsJ*** will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted MsJ*** comments and an equitable 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, N*** G*** Regulatory Complaint Specialist *** *** *** ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94574131-Ronald R***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding a part for his saw
According to our records, it
was determined that the motor for Mr***'s saw is not available any longerWe try to provide parts for as long as possible, but at some point in time, the demand for these items will decrease and our supplier may decide to discontinue productionA full refund was issued to Mr***'s account on October 13, when this was discoveredThat refund should reflect in 3-business daysUsually, the diagnosis fee ($79.00) is not refunded as consumers are advised when setting up their appointments that this is a non-refundable fee whether the repair is finished or notHowever, this was refunded as a customer courtesy
Mr***'s saw was purchased in according to our records and it carried a one year manufacturer's warranty; therefore, and replacement costs would be his responsibilityIn the interest of customer satisfaction, we are willing to discount the purchase of a new saw from Sears by 10%This would apply on top of current sale prices, but not on clearance, closeout, floor model, previously used or outlet merchandiseShould Mr*** wish to accept, I may be reached during business hours via email at Tammie.***@searshc.comThis offer is valid for days from the date of this letter; after that, it will be null and voidIn light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
Tammie.***@searshc.com
February 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms***, We have completed the investigation of Mrs*** complaint regarding her recent online
order experience and request for a return and refund It is unfortunate that we failed Mrs*** 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 confirmed that the product has been returned to the vendorAccordingly, a refund of $1,was credited back to Mrs*** Sears *** account ending in *** For Mrs*** records the return receipt number is ***Additionally, we hope that in the future Mrs*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Mrs*** 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10887203, and find that this resolution is satisfactory to meI will reply tp Mrs*** email with my credit card number so I can properly get reimbursedThank you for all your help
Sincerely,
John Nmn ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed our investigation of Ms* *** complaint regarding Her front load washer We apologize that Ms* ***
washer failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Ms* *** case she purchased her refrigerator on December 1, 2008, and the full manufacture warranty expired a year later on December 1, We show no record of service done on this washer by SearsTo expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Ms*** while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsUnder the circumstances, we are willing to have a technician come out to the house to diagnose the unit at no cost to Ms*** it should be noted that the offer of a service call at no charge is more than other companies would offer, and one on which we will standMs*** need only contact me directly a* *** or via email at *** and I will set up the diagnostic service call at no chargeIt will then be up to Ms*** to decide if she wants Sears to complete whatever repairs are found to be necessary with the understanding that the cost of the repairs will be her responsibilityIn the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file We apologize to Ms*** 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 *** *** ***
March 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the delay in receiving her
refund for the return of her grille
Upon receipt of Ms*** complaint we reached out to Store Manager Richard *** to assist with her concernMr*** investigated and discovered that Ms*** had initially been working with his assistant manager on an exchange, not a returnAccording to the delivery notes, Ms*** decided to cancel the exchange and requested to just return for a refundAfter speaking with Ms***, he offered to assemble the grille and to personally deliver the grille to her next weekHe also offered to provide her a gift card for her inconvenience; she accepted the offerWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: I have had several issues with my fridgeThe tech himself told me theses refrigerators are always having issuesWhat happened to replacing an item if is has issues?? The lemon whatever its called I told the tech to put in a request for a new oneHe said he would I DO NOT want this fridge anymoreEvery single time someone comes out to "repair" it, the same or a different problem happens again and again and againIts always just a temporary fix, NOT a repair. This is absolutely ridiculousThis fridge needs to be REPLACED. And you guys are claiming repairs are on a first come first serve basis and you have very few techs, can you please explain why this guy sat in his vehicle for over an hour in front of my home after he was done?? Why didn't he move on to the next job? Unbelievable
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a TV purchased from www.sears.comWe have no records of a member of
management advising Mr*** to lie to ***, the manufacturer of the television purchased from www.sears.com to get free partsAdditionally, all Mr*** needs to do is contact *** and adivse them that he purchased an open box television and needs to purchase partsIt is important to add that any universal remote control will operate the televisionIf the television is going to be hung on a wall, the stand would not be necessaryBelow are two websites that sell *** partshttp://www.***parts.com/Default.aspx http://www*** Since we have noted our response to Mr*** concerns and have referred him to two places to purchase the needed items, 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 ***
January 24, 2017*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our customer service and non-receipt of a
storage building she purchased through sears.com for store pick up.It is unfortunate that we failed Mrs*** expectations when she recently purchased a storage building from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that Mrs*** storage building has been waiting at our store since Friday, January 13, *** *** Operations Manager for Sears store number *** has attempted to reach Mrs*** by telephone and has left messages at her daytime telephone number asking her to return his call, but she has not yet replied Mr*** would like to speak to Mrs*** to offer her either free delivery or a $credit on her purchase as an apology for this issue However, until he has the opportunity to speak with Mrs*** we are unable to proceed with either resolution Therefore, we ask that Mrs*** call *** *** at *** *** within fifteen business days to accept one of our offers or request a return and refund If we do not hear from her within this time-frame, we will refund her purchase price and return the item to stock In the interim, we can only reiterate that we truly regret any inconvenience Mrs*** may have experienced We respectfully ask to have this matter closed pending Mrs*** response, since we have noted her comments and proposed an equitable resolution. 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***
*** *** ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of MsQ*** complaint regarding her online order of an exercise
bike that was defective and her request for a refund of the purchase After receiving the complaint filed, we forwarded this matter to the local Sears store for assistanceIn an attempt to resolve this matter, Store General Manager Latina S*** agreed to issue a full refund as a onetime courtesy exception since MsQ*** dispose of the merchandiseOn August 3, 2017, Sears issued a refund of $to MsQ*** *** account ending in *** The credit will post to MsQ*** account within to business daysSince an equitable resolution has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, E*** C*** 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,
Srinivas V***i
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 2,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Serena ***
Dear Ms***,
We have completed the investigation of Ms
***'s complaint regarding her online order
It is unfortunate that we failed ***'s expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused her to lose faith in Sears/KmartWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter further, we found that she had previously been in contact with Customer Solutions, Sears' escalated complaint departmentCustomer Solutions verified that Sears Online processed a refund of $back to her *** account on August 16, Additionally, the remaining refund of $was processed on September 1, 2015, under sales receipt number The refund was issued in the form of a check and will arrive in the mail within seven to ten business daysWe apologize for the delay and hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been processed, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
August 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re* * *** * *** ***
Dear *** ***
We have completed the investigation of Ms*** *omplaint regarding the problem she encountered when she attempted to
return her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is a consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the clothes on July 1, 2016, and then attempted to return it on August 3, 2016, she was clearly over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
September 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * Mallory C***
Dear *** ***
We have completed the investigation of MsC*** complaint regarding her dissatisfaction that the dryer was delivered
damaged and the problems she encountered when she requested to return for a refund
We apologize that MsC*** dryer failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is brand newUpon receipt of MsC*** complaint we research and found that she was assisted by Sarah B*** with our Executive Member Support TeamAccording to the notes, on July 31, MsB*** processed the return order for the dryer and the unit was returned on August 5, MsC*** was issued a credit of $for the dryer, accessories and the delivery feeWith that being said, since we have addressed the issue brought forth in MsC*** complaint, we have closed our file
We apologize to MsC*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** 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,
Christopher L***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a *** dishwasher purchased from SearsMs*** purchased a
clearance *** dishwasher from Sears on February 25, for $The sales check indicates that the dishwasher was picked up from the store and was not delivered or installed by SearsThat said, we stand behind the policy that was explained to Ms*** when she spoke with a member of our customer solutions department, we will provide her with a dollar for dollar store credit to be used to replace the dishwasher or she can return the dishwasher for a full refundMs*** can reach me at *** or via email at *** to advise of her decisionSince we have noted our response to Ms*** complaint, we ask that this complaint be closedWe apologize to Ms*** 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 ***
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
April 21,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Ms***
complaint regarding her online orders
It is unfortunate that we failed Ms*** expectations and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the complaint filed, we found that she had been in contact with Customer Solutions, Sears' escalated complaint departmentCustomer Solutions processed a refund of $on return sales receipt number *** This refund was processed on April 19, 2015, and will take approximately three to five business days to reflect in he* *** account ending in *** In the interim, since a refund has been issued, we respectfully ask to have this matter closed, pending her receipt of the credit to her account
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services First, we
would like to apologize to Mr*** for failing his expectations in regard to the repair of his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted *** *** with unit *** for assistance. After reviewing Mr*** concerns and because he advised that he had to purchase a new washer, we agreed to issue a refund of the service feeAccordingly, a refund request was submitted on June 23, 2016, and Mr*** should receive a refund check for $within the next two weeksWith that said, as it is our understanding that Mr*** no longer requires any assistance and since we are providing him with his requested refund, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.)
Only after the Revdex.com contacted the company did the company not only address my concerns, but follow through with what it said it would do to rectify the situation
December 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr
*** complaint regarding his dishwasher We want to note that it is standard procedure for a manufacturer to have an alleged defect verified prior to fulfilling the terms of a warrantyFurthermore, Mr*** manufacturer’s warranty does note that the consumer will pay labor after the first yearHowever, we have sent the part Mr*** noted to his home free of charge as a onetime courtesyThe estimated arrival date is December 27, As such, we have closed our file 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 *** *** ***
July 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms* *** We have completed the investigation of MsJ*** complaint regarding her dissatisfaction with our customer
service and a refrigerator she purchased from Sears Outlet It is unfortunate that we failed MsJ*** expectations when she recently purchased a refrigerator from Sears OutletWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure MsJ*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that MsJ*** was assisted by Sears Outlet Lead Tivia W***. The correct measurements were taken and a new counter depth refrigerator was delivered to MsJ*** home. Tivia W*** has attempted to reach MsJ*** since our receipt of this complaint, but has not yet been able to speak with her. If MsJ*** still needs assistance with this matter, she is welcome to contact Tivia at (*** *** At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future MsJ*** will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted MsJ*** comments and an equitable 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, N*** G*** Regulatory Complaint Specialist *** *** *** ***
October 13,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94574131-Ronald R***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding a part for his saw
According to our records, it
was determined that the motor for Mr***'s saw is not available any longerWe try to provide parts for as long as possible, but at some point in time, the demand for these items will decrease and our supplier may decide to discontinue productionA full refund was issued to Mr***'s account on October 13, when this was discoveredThat refund should reflect in 3-business daysUsually, the diagnosis fee ($79.00) is not refunded as consumers are advised when setting up their appointments that this is a non-refundable fee whether the repair is finished or notHowever, this was refunded as a customer courtesy
Mr***'s saw was purchased in according to our records and it carried a one year manufacturer's warranty; therefore, and replacement costs would be his responsibilityIn the interest of customer satisfaction, we are willing to discount the purchase of a new saw from Sears by 10%This would apply on top of current sale prices, but not on clearance, closeout, floor model, previously used or outlet merchandiseShould Mr*** wish to accept, I may be reached during business hours via email at Tammie.***@searshc.comThis offer is valid for days from the date of this letter; after that, it will be null and voidIn light of the aforementioned information, we respectfully ask that this matter be considered 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,
Tammie ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
Tammie.***@searshc.com
February 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ** *** Dear Ms***, We have completed the investigation of Mrs*** complaint regarding her recent online
order experience and request for a return and refund It is unfortunate that we failed Mrs*** 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 confirmed that the product has been returned to the vendorAccordingly, a refund of $1,was credited back to Mrs*** Sears *** account ending in *** For Mrs*** records the return receipt number is ***Additionally, we hope that in the future Mrs*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Mrs*** 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10887203, and find that this resolution is satisfactory to meI will reply tp Mrs*** email with my credit card number so I can properly get reimbursedThank you for all your help
Sincerely,
John Nmn ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms* *** We have completed our investigation of Ms* *** complaint regarding Her front load washer We apologize that Ms* ***
washer failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Ms* *** case she purchased her refrigerator on December 1, 2008, and the full manufacture warranty expired a year later on December 1, We show no record of service done on this washer by SearsTo expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Ms*** while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsUnder the circumstances, we are willing to have a technician come out to the house to diagnose the unit at no cost to Ms*** it should be noted that the offer of a service call at no charge is more than other companies would offer, and one on which we will standMs*** need only contact me directly a* *** or via email at *** and I will set up the diagnostic service call at no chargeIt will then be up to Ms*** to decide if she wants Sears to complete whatever repairs are found to be necessary with the understanding that the cost of the repairs will be her responsibilityIn the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file We apologize to Ms*** 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 *** *** ***
March 3,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the delay in receiving her
refund for the return of her grille
Upon receipt of Ms*** complaint we reached out to Store Manager Richard *** to assist with her concernMr*** investigated and discovered that Ms*** had initially been working with his assistant manager on an exchange, not a returnAccording to the delivery notes, Ms*** decided to cancel the exchange and requested to just return for a refundAfter speaking with Ms***, he offered to assemble the grille and to personally deliver the grille to her next weekHe also offered to provide her a gift card for her inconvenience; she accepted the offerWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Complaint: ***
I am rejecting this response because: I have had several issues with my fridgeThe tech himself told me theses refrigerators are always having issuesWhat happened to replacing an item if is has issues?? The lemon whatever its called I told the tech to put in a request for a new oneHe said he would I DO NOT want this fridge anymoreEvery single time someone comes out to "repair" it, the same or a different problem happens again and again and againIts always just a temporary fix, NOT a repair. This is absolutely ridiculousThis fridge needs to be REPLACED. And you guys are claiming repairs are on a first come first serve basis and you have very few techs, can you please explain why this guy sat in his vehicle for over an hour in front of my home after he was done?? Why didn't he move on to the next job? Unbelievable
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a TV purchased from www.sears.comWe have no records of a member of
management advising Mr*** to lie to ***, the manufacturer of the television purchased from www.sears.com to get free partsAdditionally, all Mr*** needs to do is contact *** and adivse them that he purchased an open box television and needs to purchase partsIt is important to add that any universal remote control will operate the televisionIf the television is going to be hung on a wall, the stand would not be necessaryBelow are two websites that sell *** partshttp://www.***parts.com/Default.aspx http://www*** Since we have noted our response to Mr*** concerns and have referred him to two places to purchase the needed items, 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 ***
January 24, 2017*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our customer service and non-receipt of a
storage building she purchased through sears.com for store pick up.It is unfortunate that we failed Mrs*** expectations when she recently purchased a storage building from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that Mrs*** storage building has been waiting at our store since Friday, January 13, *** *** Operations Manager for Sears store number *** has attempted to reach Mrs*** by telephone and has left messages at her daytime telephone number asking her to return his call, but she has not yet replied Mr*** would like to speak to Mrs*** to offer her either free delivery or a $credit on her purchase as an apology for this issue However, until he has the opportunity to speak with Mrs*** we are unable to proceed with either resolution Therefore, we ask that Mrs*** call *** *** at *** *** within fifteen business days to accept one of our offers or request a return and refund If we do not hear from her within this time-frame, we will refund her purchase price and return the item to stock In the interim, we can only reiterate that we truly regret any inconvenience Mrs*** may have experienced We respectfully ask to have this matter closed pending Mrs*** response, since we have noted her comments and proposed an equitable resolution. 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***
*** *** ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of MsQ*** complaint regarding her online order of an exercise
bike that was defective and her request for a refund of the purchase After receiving the complaint filed, we forwarded this matter to the local Sears store for assistanceIn an attempt to resolve this matter, Store General Manager Latina S*** agreed to issue a full refund as a onetime courtesy exception since MsQ*** dispose of the merchandiseOn August 3, 2017, Sears issued a refund of $to MsQ*** *** account ending in *** The credit will post to MsQ*** account within to business daysSince an equitable resolution has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, E*** C*** 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,
Srinivas V***i
Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 2,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Serena ***
Dear Ms***,
We have completed the investigation of Ms
***'s complaint regarding her online order
It is unfortunate that we failed ***'s expectations as we value her patronageWe can understand how the series of events detailed in her complaint has caused her to lose faith in Sears/KmartWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter further, we found that she had previously been in contact with Customer Solutions, Sears' escalated complaint departmentCustomer Solutions verified that Sears Online processed a refund of $back to her *** account on August 16, Additionally, the remaining refund of $was processed on September 1, 2015, under sales receipt number The refund was issued in the form of a check and will arrive in the mail within seven to ten business daysWe apologize for the delay and hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since a full refund has been processed, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
August 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re* * *** * *** ***
Dear *** ***
We have completed the investigation of Ms*** *omplaint regarding the problem she encountered when she attempted to
return her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is a consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the clothes on July 1, 2016, and then attempted to return it on August 3, 2016, she was clearly over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms***, when no one else has received oneThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms***’s request
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
September 12,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * Mallory C***
Dear *** ***
We have completed the investigation of MsC*** complaint regarding her dissatisfaction that the dryer was delivered
damaged and the problems she encountered when she requested to return for a refund
We apologize that MsC*** dryer failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is brand newUpon receipt of MsC*** complaint we research and found that she was assisted by Sarah B*** with our Executive Member Support TeamAccording to the notes, on July 31, MsB*** processed the return order for the dryer and the unit was returned on August 5, MsC*** was issued a credit of $for the dryer, accessories and the delivery feeWith that being said, since we have addressed the issue brought forth in MsC*** complaint, we have closed our file
We apologize to MsC*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***