Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meIn the future I hope Sears takes customer satisfaction seriouslyIt should never have taken this long for a response, or having to resort to social media, and the Revdex.comI emailed, I called, I love chatted...all just to receive a service that was noted on my original invoice
Sincerely,
*** ***
August 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of MsH*** complaint regarding her recent online order and
request for a cancellation It is unfortunate that we failed MsH*** expectations and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in the order, we confirmed that a full refund of $was issued on July 14, For MsH*** records the refund receipt number is ***Additionally, we hope that in the future MsH*** 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 MsH*** 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, E*** C*** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: 1***
I am rejecting this response because:Good morning,I'm not sure why the previous language indicates Sears will do no more to fix the issue The last repairman found the heat exchanger was bad in the refrigerator (why he didn't find this the previous four visits, I don't know, maybe finding too many of the problems in one visit would have required a full replacement and Sears would have profited less from that) *** *** has purchased the heat exchanger and have it being delivered to my house When it arrives, I will call *** *** to schedule a Sears repairman to return and install The refrigerator is not fixed and the problem is ongoing *** *** has not reached out to me in about two weeks, so again I'm at the mercy of hoping Sears actually does the job they're required to do (which they have already failed on) to receive the benefits of warranty I understand there is a delay between when Sears can respond to my complaint, but I do not believe it is anywhere close to a day period I respectfully request this complaint not be closed with my satisfaction until Sears completes their responsibilities in this matter
Sincerely,
*** ***
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her range Prior to receiving Ms
*** complaint, our records show that she contacted our escalated customer service group, Executive Member Services (EMS), for assistance. EMS agent *** *** authorized Ms*** for a replacement range; she has $to use towards a new range from Sears. It is our understanding that she is satisfied with the resolution and she will be selecting a new range shortly. Mr*** will continue to follwith Ms*** to ensure her satisfaction. With that said, since Ms*** is being provided with a fair resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
September 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # - Frederick ***
Dear Ms***:
We have completed our investigation of Mr*** complaint regarding the service on his chain saw
After reviewing the
service history service department authorized a replacement of the chain saw under his manufactures warrantyMr*** had been informed of this offer and has been provided with the necessary information to select a new chain sawMr*** had been provided with the direct contact information of our service unit if he was in need of further assistanceSince it was our understanding that this resolution met with Mr*** approval, we have closed our file
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.***@searshc.com
Complaint: ***
I am rejecting this response because:I received voicemail- not multiple, that stated incorrect information. I went to the store ONLY TEN DAYS after purchase, so your days limit is not applicable. I requested a refund as I purchased on the same air mattresses within weeks and both were defective. I was told in store and on the phone to use the Sears website return policy, which does not mention air mattresses. No notice in store or on receipt warned me of no refunds- despite ridiculous receipts that are personalised that come out at purchase. Recently having gotten a new place that I'm renovating, it's good to know Sears / Kmart's treatment of customers now, As I was about to purchase all new kitchen appliances at Sears. I will never shop at your stores again, and look forward to more well deserved store closings in the USA and Canada.
Sincerely,
Bruce ***
August 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of *** *** complaint regarding her water softener Upon receiving
*** *** complaint, we reviewed her extended coverage and the notes in our service system. Unfortunately, the Master Protection Agreement (MPA) that Ms*** carried on her water softener expired on May 15, 2016, nearly three months ago. Furthermore, the last repair on record was completed on March 23, 2015, over months agoThere is no record of Ms*** calling for service this year. Ms*** has been correctly informed that if she wishes to have her water softener serviced by a Sears technician, she will be responsible for the $diagnostic fee and any subsequent repair costs. We are unable to make any accommodations. As this decision is final and commensurate to the circumstances, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear *** *** We have completed our investigation of Ms*** complaint regarding services for her Kenmore range As of September 1,
our service technician documented that Ms*** still has an infestation of roaches and this is within the rangeMs*** indicated she had an exterminator out to her home on August 27, that should be plenty of time to have the fumigation to have exterminated the existing infestationSince there was still evidence of the infestation on September 1, Ms*** may need to contact *** regarding their policies That being said our service technicians will not work on an appliance with an existing infestationIt is also important to note that although Ms*** warranty does not specifically state roach infestation is not covered it does state that the range is warranted against defects in material and workmanshipIt further states that the warranty covers only defects in material and workmanship and will not pay for damages to or failure of the appliance resulting from accident, alteration, abuse or misuseAn infestation is labeled as an abuse of the appliance Ms*** did purchase a Master Protection agreement and the MPA, section Limitations of Coverage states: cRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature Therefore once the infestation has been eliminated Ms*** will be responsible for the cost to repair her range once the range has been repaired and is in working order her manufactures warranty as well as her MPA will be reinstated and will cover any future repairs due to material defects or workmanshipAt this point in time we do know that the control board was shorted out due to the infestation and will need to be replaced but without doing a complete diagnostic of the range we cannot determine if the infestation has effected other parts in the range Since we have explained why we are unable to honor Ms*** request to replace her range or to have the needed repairs covered by her warranty we have closed this complaint 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 *** *** ***
Nita ***s Revdex.com North Wabash Ave., Ste*** Chicago, I* Re: *** - Jeffrey *** Dear Ms***s, We have comp*eted the investigation of Mr***’s comp*aint regarding his dissatisfaction with our customer service, regarding the
rep*acement of his cook-top We va*ue Mr***’s patronage, but can understand how the series of events noted in his comp*aint has caused him to *ose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future prob*ems of this nature can be averted. We can on*y reiterate that we tru*y regret that the incident caused him any inconvenienceWe have processed a check in the amount of $for customer satisfaction reasonsWe respectf*y ask that this matter be c*osed, since we have honored Mr***’s request and noted his candid feedback Again, we apo*ogize to Mr*** for this issue and appreciate the opportunity to address this matter. P*ease fee* free to contact me if you have any further questions or concerns Sincere*y, Vanessa ** *** Regu*atory Comp*aint Specia*ist Sears Ho*dings Corporation *** direct Vanessa.***@searshc.com
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal We have reviewed both our response and Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer he received, we are unable to grant his request for further assistanceAs we noted before, we have no way to ship items such as this cross countryDeals like this are sold on a first come, first serve basis and these chairs are seasonal itemsTo reiterate: the page says: “* Limited availability” and “*this is a seasonal item with limited availability and is no longer available in all areas.” We think it is clear from this that the chairs may not be available in all areasUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantThe chairs will be removed from the site when all areas of the country have depleted their inventory stores In Mr*** case we do apologize that we failed his expectations, but we feel the listing for the chair clearly notes that the availability is limited based on amount on hand in the area each consumer resides in and our decision is final. 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 *** *** ***
I received a call and they fixed the issueThey were fast in their response and fixing of the issues.
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,
*** ***
June 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the duplicate charge
he incurred for the in-home service of his refrigerator
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe researched and discovered that due to a system glitch, the initial bank check that Ms*** handed our technician did not cancel as requestedTherefore, both checks were processed and Mr*** paid twice for the serviceOn June 21, we submitted for a credit of $that will be issued to Mr*** in the form of a bank checkMr*** should receive the check via regular mail within business daysWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
Again, 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 Complaint Specialist
Sears Holdings Corporation
*** ***
***
Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: MELISSA ***
July 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Rudy *** - # ***
Dear Ms***:
We have completed our investigation
Mr***'s complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his dishwasherAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr***'s concerns to the District Service Manager for further reviewOn July 18, 2015, the technician returned to Mr***'s home to install a new duct and vent assembly, as well as level the dishwasherOnce the new parts were installed and the dishwasher leveled, it was tested and found to be operating properlyWith that said, since we have repaired Mr***'s dishwasher, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Repaired completed and customer service care dept immediately solve my problem with the repair in a matter of one day
October 20,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** ***
Via 1st Class US Postage
Via email: ***
Dear Ms***
This letter provides you an
update regarding Mrs*** complaintWe have ordered materials to complete the kitchen projectWe will schedule the service with the customer once the materials are receivedI will provide an update accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** ***, or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I explained in my complaint that I gotten money for food lossI had just bought food two days before the refrigerator went outI was seeking additional compensation because of the additional money I have had to spend on food because Sears could not make the repairs in a timely mannerI will utilize the dollar credit and find one close to that amountEven if I did not use the entire you would think Sears would let me put that amount to something else in the storeIt is not a large sum of money that would be left over after the purchase anywayAfter I use this $creditI am am not sure that I will be shopping at Sears after this experienceI have been a customer for years with major purchases in the last years
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,
*** ***
Revdex.com:I received my refund*** findings on the chair are inaccurate, but I would guess that's why the store is ran the way it isShe is always right and never wrongI would say I'm never shopping at Sears/KMart again, but that would be overkill, since our location is in the process of closingConsider this a lost customer.
Sincerely,
*** ***
May 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that his washer and dryer failed
sooner than he expected
We apologize that Mr*** washer and dryer failed to meet his 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 only a few months oldAccording to our records, the units were delivered on March 4, and he reported the problem with the dryer on April 22, and the washer on April 29, Since the units failed after our 30-day hassle-free exchange/return period, the units are covered by the manufacturer’s one year warranty for parts and labor for repair
According to our records, on April 29, Mr* *** reported that the washer was leakingOur technician assessed the washer and found that the shipping bolts had not been removedThe technician reported that he did not find any leaks; the repair was completed on the washer on May 1,
As for the dryer, on April 22, Mr* *** reported that the dryer had a bad ignitionOn April 28, our technician ordered parts to repair the dryer and returned on May 8, to install the partsThe notes indicate that the technician installed the parts and advised Mr* *** that he would need to hire a plumberOn May 11, Mr* *** requested service again on the dryerOur technician returned on May 22, and ordered a partThe part was delivered on May 24, and we have made attempts to contact Mr* *** to schedule a return visit to complete the repairWe want to assure Mr* *** that we will continue to monitor the repair and if our technician deems the unit non repairable, we will exchange the dryerWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
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 Complaint Specialist
Sears Holdings Corporation
*** ***
***
August 18, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear MsV*** We have completed the investigation of MrP*** complaint regarding his
refrigerator According to our records, MrP*** refrigerator was replaced and he is satisfiedAs such, we have closed our fileWe apologize to MrP*** 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:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meIn the future I hope Sears takes customer satisfaction seriouslyIt should never have taken this long for a response, or having to resort to social media, and the Revdex.comI emailed, I called, I love chatted...all just to receive a service that was noted on my original invoice
Sincerely,
*** ***
August 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of MsH*** complaint regarding her recent online order and
request for a cancellation It is unfortunate that we failed MsH*** expectations and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in the order, we confirmed that a full refund of $was issued on July 14, For MsH*** records the refund receipt number is ***Additionally, we hope that in the future MsH*** 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 MsH*** 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, E*** C*** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: 1***
I am rejecting this response because:Good morning,I'm not sure why the previous language indicates Sears will do no more to fix the issue The last repairman found the heat exchanger was bad in the refrigerator (why he didn't find this the previous four visits, I don't know, maybe finding too many of the problems in one visit would have required a full replacement and Sears would have profited less from that) *** *** has purchased the heat exchanger and have it being delivered to my house When it arrives, I will call *** *** to schedule a Sears repairman to return and install The refrigerator is not fixed and the problem is ongoing *** *** has not reached out to me in about two weeks, so again I'm at the mercy of hoping Sears actually does the job they're required to do (which they have already failed on) to receive the benefits of warranty I understand there is a delay between when Sears can respond to my complaint, but I do not believe it is anywhere close to a day period I respectfully request this complaint not be closed with my satisfaction until Sears completes their responsibilities in this matter
Sincerely,
*** ***
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her range Prior to receiving Ms
*** complaint, our records show that she contacted our escalated customer service group, Executive Member Services (EMS), for assistance. EMS agent *** *** authorized Ms*** for a replacement range; she has $to use towards a new range from Sears. It is our understanding that she is satisfied with the resolution and she will be selecting a new range shortly. Mr*** will continue to follwith Ms*** to ensure her satisfaction. With that said, since Ms*** is being provided with a fair resolution, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
September 22,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # - Frederick ***
Dear Ms***:
We have completed our investigation of Mr*** complaint regarding the service on his chain saw
After reviewing the
service history service department authorized a replacement of the chain saw under his manufactures warrantyMr*** had been informed of this offer and has been provided with the necessary information to select a new chain sawMr*** had been provided with the direct contact information of our service unit if he was in need of further assistanceSince it was our understanding that this resolution met with Mr*** approval, we have closed our file
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.***@searshc.com
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I received voicemail- not multiple, that stated incorrect information. I went to the store ONLY TEN DAYS after purchase, so your days limit is not applicable. I requested a refund as I purchased on the same air mattresses within weeks and both were defective. I was told in store and on the phone to use the Sears website return policy, which does not mention air mattresses. No notice in store or on receipt warned me of no refunds- despite ridiculous receipts that are personalised that come out at purchase. Recently having gotten a new place that I'm renovating, it's good to know Sears / Kmart's treatment of customers now, As I was about to purchase all new kitchen appliances at Sears. I will never shop at your stores again, and look forward to more well deserved store closings in the USA and Canada.
Sincerely,
Bruce ***
August 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of *** *** complaint regarding her water softener Upon receiving
*** *** complaint, we reviewed her extended coverage and the notes in our service system. Unfortunately, the Master Protection Agreement (MPA) that Ms*** carried on her water softener expired on May 15, 2016, nearly three months ago. Furthermore, the last repair on record was completed on March 23, 2015, over months agoThere is no record of Ms*** calling for service this year. Ms*** has been correctly informed that if she wishes to have her water softener serviced by a Sears technician, she will be responsible for the $diagnostic fee and any subsequent repair costs. We are unable to make any accommodations. As this decision is final and commensurate to the circumstances, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** * *** Dear *** *** We have completed our investigation of Ms*** complaint regarding services for her Kenmore range As of September 1,
our service technician documented that Ms*** still has an infestation of roaches and this is within the rangeMs*** indicated she had an exterminator out to her home on August 27, that should be plenty of time to have the fumigation to have exterminated the existing infestationSince there was still evidence of the infestation on September 1, Ms*** may need to contact *** regarding their policies That being said our service technicians will not work on an appliance with an existing infestationIt is also important to note that although Ms*** warranty does not specifically state roach infestation is not covered it does state that the range is warranted against defects in material and workmanshipIt further states that the warranty covers only defects in material and workmanship and will not pay for damages to or failure of the appliance resulting from accident, alteration, abuse or misuseAn infestation is labeled as an abuse of the appliance Ms*** did purchase a Master Protection agreement and the MPA, section Limitations of Coverage states: cRepair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature Therefore once the infestation has been eliminated Ms*** will be responsible for the cost to repair her range once the range has been repaired and is in working order her manufactures warranty as well as her MPA will be reinstated and will cover any future repairs due to material defects or workmanshipAt this point in time we do know that the control board was shorted out due to the infestation and will need to be replaced but without doing a complete diagnostic of the range we cannot determine if the infestation has effected other parts in the range Since we have explained why we are unable to honor Ms*** request to replace her range or to have the needed repairs covered by her warranty we have closed this complaint 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 *** *** ***
Nita ***s Revdex.com North Wabash Ave., Ste*** Chicago, I* Re: *** - Jeffrey *** Dear Ms***s, We have comp*eted the investigation of Mr***’s comp*aint regarding his dissatisfaction with our customer service, regarding the
*y ask that this matter be c*osed, since we have honored Mr***’s request and noted his candid feedback Again, we apo*ogize to Mr*** for this issue and appreciate the opportunity to address this matter. P*ease fee* free to contact me if you have any further questions or concerns Sincere*y, Vanessa ** *** Regu*atory Comp*aint Specia*ist Sears Ho*dings Corporation *** direct Vanessa.***@searshc.com
rep*acement of his cook-top We va*ue Mr***’s patronage, but can understand how the series of events noted in his comp*aint has caused him to *ose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future prob*ems of this nature can be averted. We can on*y reiterate that we tru*y regret that the incident caused him any inconvenienceWe have processed a check in the amount of $for customer satisfaction reasonsWe respectf
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** rebuttal We have reviewed both our response and Mr*** rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer he received, we are unable to grant his request for further assistanceAs we noted before, we have no way to ship items such as this cross countryDeals like this are sold on a first come, first serve basis and these chairs are seasonal itemsTo reiterate: the page says: “* Limited availability” and “*this is a seasonal item with limited availability and is no longer available in all areas.” We think it is clear from this that the chairs may not be available in all areasUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grantThe chairs will be removed from the site when all areas of the country have depleted their inventory stores In Mr*** case we do apologize that we failed his expectations, but we feel the listing for the chair clearly notes that the availability is limited based on amount on hand in the area each consumer resides in and our decision is final. 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 *** *** ***
I received a call and they fixed the issueThey were fast in their response and fixing of the issues.
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,
*** ***
June 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the duplicate charge
he incurred for the in-home service of his refrigerator
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe researched and discovered that due to a system glitch, the initial bank check that Ms*** handed our technician did not cancel as requestedTherefore, both checks were processed and Mr*** paid twice for the serviceOn June 21, we submitted for a credit of $that will be issued to Mr*** in the form of a bank checkMr*** should receive the check via regular mail within business daysWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
Again, 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 Complaint Specialist
Sears Holdings Corporation
*** ***
***
Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: MELISSA ***
July 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: Rudy *** - # ***
Dear Ms***:
We have completed our investigation
Mr***'s complaint regarding his dissatisfaction with Sears Home Services
First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his dishwasherAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Mr***'s concerns to the District Service Manager for further reviewOn July 18, 2015, the technician returned to Mr***'s home to install a new duct and vent assembly, as well as level the dishwasherOnce the new parts were installed and the dishwasher leveled, it was tested and found to be operating properlyWith that said, since we have repaired Mr***'s dishwasher, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Repaired completed and customer service care dept immediately solve my problem with the repair in a matter of one day
October 20,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** ***
Via 1st Class US Postage
Via email: ***
Dear Ms***
This letter provides you an
update regarding Mrs*** complaintWe have ordered materials to complete the kitchen projectWe will schedule the service with the customer once the materials are receivedI will provide an update accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** ***, or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I explained in my complaint that I gotten money for food lossI had just bought food two days before the refrigerator went outI was seeking additional compensation because of the additional money I have had to spend on food because Sears could not make the repairs in a timely mannerI will utilize the dollar credit and find one close to that amountEven if I did not use the entire you would think Sears would let me put that amount to something else in the storeIt is not a large sum of money that would be left over after the purchase anywayAfter I use this $creditI am am not sure that I will be shopping at Sears after this experienceI have been a customer for years with major purchases in the last years
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,
*** ***
Revdex.com:I received my refund*** findings on the chair are inaccurate, but I would guess that's why the store is ran the way it isShe is always right and never wrongI would say I'm never shopping at Sears/KMart again, but that would be overkill, since our location is in the process of closingConsider this a lost customer.
Sincerely,
*** ***
May 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that his washer and dryer failed
sooner than he expected
We apologize that Mr*** washer and dryer failed to meet his 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 only a few months oldAccording to our records, the units were delivered on March 4, and he reported the problem with the dryer on April 22, and the washer on April 29, Since the units failed after our 30-day hassle-free exchange/return period, the units are covered by the manufacturer’s one year warranty for parts and labor for repair
According to our records, on April 29, Mr* *** reported that the washer was leakingOur technician assessed the washer and found that the shipping bolts had not been removedThe technician reported that he did not find any leaks; the repair was completed on the washer on May 1,
As for the dryer, on April 22, Mr* *** reported that the dryer had a bad ignitionOn April 28, our technician ordered parts to repair the dryer and returned on May 8, to install the partsThe notes indicate that the technician installed the parts and advised Mr* *** that he would need to hire a plumberOn May 11, Mr* *** requested service again on the dryerOur technician returned on May 22, and ordered a partThe part was delivered on May 24, and we have made attempts to contact Mr* *** to schedule a return visit to complete the repairWe want to assure Mr* *** that we will continue to monitor the repair and if our technician deems the unit non repairable, we will exchange the dryerWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time
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 Complaint Specialist
Sears Holdings Corporation
*** ***
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August 18, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear MsV*** We have completed the investigation of MrP*** complaint regarding his
refrigerator According to our records, MrP*** refrigerator was replaced and he is satisfiedAs such, we have closed our fileWe apologize to MrP*** 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