December 21, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** ** *** Dear Ms*** Store Manager *** *** provided the following response: I
have spoken with Mr*** in regard to this issueHe was provided with an exchange for his leaf blower and a gift card for the $he requested was also grantedWe apologize for any misunderstandingShould Mr*** have any remaining questions or concerns, he may contact me *** during business hours at (*** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 Tell us why here
Complaint: ***
I am rejecting this response because: I did not see the day exchange policy in the store but understandBut I do believe that the day policy should show up on the customers emailed receipt which mine clearly did not have itOne of the store managers from Bellflower attempted to locate it and was unable to due soI would like to thank Store the Manager that called meHe was very professional and helpful
Sincerely,
*** ***
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 have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** *** I'm happy with the outcome of the complaint, thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meHowever, I am extremely dissatisfied with the service I received at the Sears store The washer we chose was $plus delivery fee of $plus haul away fee of $in addition to an out of area tax of $ This totals $We left the store having to pay $which is incorrect Sears only gave us a credit of $when we should have received a credit of $which would include $for the washer plus $delivery fee (which should be free as stated in their resolution) plus $haul away fee ( which should have also been free as stated in their resolution)We also don't understand how we're charged an out of area tax of $when we're located in the same zip code with the Sears store we visited Our total cost should have been $out of pocket We left the store feeling like we've been ripped off, and there was nothing we could do about because the sales associate basically said that the amount we paid could have been more We have been loyal customers of Sears for years, and this is how we're treated
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been given a singular person to call from now on to make my appointments that has given me some price of mind
September 28,
Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: # - Kathleen A ***
Dear Ms***:
We have not fully completed our investigation of Ms***'s complaint regarding her dissatisfaction with our
appointment availability in her area for the repair of her tractor
We apologize for the delay in responding to this complaintWe forwarded this matter to the Service Unit Manager to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact me directly at ***
We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com
August 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of MrR*** complaint regarding his recent online order
experience and request for a refund It is unfortunate that the product did not meet MrR*** expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure that his 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 found that the order was returned and a full refund of $was issued back to his *** account on July 28, Additionally, we hope that in the future MrR*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted MrR*** 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
July 16,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # 94***- Heidi L ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that his snow th***r cannot
be located after she was notified that it was ready for pick up
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We contacted Tim ***, Manager for Store 1283, to assist with Ms*** concernsManager *** researched the service order and the records indicated that the snow th***r was received at the storeRegrettably, the snow th***r could not be located, and possible that it was misplaced during the transition from the temporary shop that was sent up in our auto centerSince the snow th***r could not be located, we issued the authorization in the amount of $towards a replacement snow th***r from SearsOn July 14, we notified Ms*** with the replacement offer and the authorization informationIf Ms*** has any questions regarding the replacement she can contact Manager *** at (*** ***Since we have addressed the issues brought forth in Ms*** complaint, we have closed our file
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,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com
Contact Name and Title: *** ***
October 21,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** - # ***
Dear Ms***:
We have been unable to complete the investigation of Ms*** complaint regarding her
refrigerator repair
First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairSince receiving Ms*** complaint on October 12, 2015, multiple attempts have been made by *** *** with unit *** to contact her to discuss this matter and move up serviceSeveral messages have been left since we were notified of Ms*** concerns over a week ago; however, Ms*** has not returned any calls to dateWe value Ms*** patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms*** at (*** *** at her earliest convenienceOur records show that Ms*** is currently scheduled for service on October 23, With that said, since we have documented Ms*** concerns and made a concerted effort to reach her, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator*** ***
Sears Home Services, Customer Advocate provided the following response: On September 29th Sears Home Services dispatched a technician to Ms*** home to diagnose her complaint that her refrigerator was leakingWhile at the home the technician identified that the water tank has a loose connection from the factoryThe connection was tightened and the unit was found to have no further issuesIf I can be of any additional assistance to Ms*** she can reach me at ***Since we have noted the results of our investigation into Ms*** concerns, 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 ***
October 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94569037- Arthur ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with the tractor he purchased
We
apologize that Mr***s' tractor failed to meet her expectationsMr*** seems to believe that her tractor is defective somehowHowever, there are no known defects or recalls reported by the manufacturer on Mr***'s modelWe have no recalls reported from the manufacturer on this model and our technician only found that the engine needed to be replacedMr*** has had his tractor for over years now and if there were a defect of some kind, we feel it would have been manifest much soonerEven if he has allegedly only operated the tractor for approximately, a years' worth of use, a major defect would have been apparent soonerHowever, even if there were some sort of issue, the reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe want to note too that failure to operate the machine according to the instructions noted in the owner's manual can cause premature failureWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn 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 customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptionsRegardless of what the salesperson may have said, 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 propertyThe 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 decisionMr***'s manufacturer's warranty expired in Accordingly, any repair or replacement costs would now be her responsibility
According to the return policy listed on Mr***'s purchase receipt, he had ninety days to return or exchange the tractor if dissatisfiedAgain, we feel if there had been some sort of defect, we feel it would have been manifest much sooner, but the only request for service we have on file is this oneAdditionally, we have no record in our files of a free repair offer being made to Mr***A waiver of the diagnosis fee was all that was offeredWe will make sure that Mr*** does not receive any further notices regarding the outstanding repair fee he notedWe apologize if there was any misunderstandingHowever, a free repair is not an option and as we noted before, according to our return policy, a free replacement is also not a possibilityMr*** spoke with Sandra from our Executive Office and she offered to provide him with a 30% discount off of a new tractor purchase from SearsAs an alternative, she offered to waive the labor fees for repair, but Mr*** declined to accept either offerAt this time, we are willing to extend both offers for days from the date of this letter; after that, it will be null and voidShould Mr*** wish to accept, he may contact me via email at the address belowIn 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 S***
Regulatory Complaint Specialist
*** ***
***[email protected]
March 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and request for Sears to honor the same sale price It is unfortunate that we failed Mr*** expectations as we value his patronageWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we have honored Mr*** request by issuing him the price difference of $back to his *** *** accountThe credit was processed under receipt number *** and will post to his account in to business daysIn the interim, we have noted Mr*** 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
June 15,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of *** *** rebuttal to our previous response *** *** has not presented any new information and our position remains unchanged. He has two options under the ter** of his MPA; he can accept a comparable replacement or a refund of his MPA. As to *** *** demand for three years extended coverage, we have already provided him with a one-year extension, so we are unable to grant his request for additional complimentary coverage. Since *** *** is frustrated that he is without a washer, it would behoove him to initiate the replacement process as soon as possibleAgain, *** *** can contact *** *** ** *** *** or send an email to *** As to *** *** concerns with a class action suit, as we stated in our previous response, his model of washer is currently not listed in any suits. In summary, since *** *** has been provided with his options, and he has been given the contact information to proceed with either a replacement or a refund of his MPA, we have closed our file Again, appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: My biggest compliant was not the scheduling of the appointment, it was the fact that the refrigerator I purchased from Sears in is not even years old and it's already malfunctioningTherefore it was more than likely defective when I purchased itI should not have to pay for repairs on this product if it was defective when purchasedRefrigerator normally do not malfunction in less than years unless there was already something wrong with it in the beginningThis is totally unacceptable from such as large corporation such as SearsI wish like for the repairs to be made free of charge
Sincerely, *** ***
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my refund after three months of trying on my own thanks to the Revdex.comI have learned a lesson not to do business with Sears any longer, but I am very pleased that the Revdex.com was able to
expedite my refund
Complaint: ***
I am rejecting this response because: To be completely honest, I am not a satisfied customerMy time was wasted, I was misinformed, I could not get through to a rep at the physical locationI literally called over times in a hour periodI called several other numbers and kept being redirected to Phillipines with reps that I could not understandI finally was able to get in touch with someone from corporate who also could not get in touch with the Vineland location and was trying to charge me extra when I now wasted MY gas, MY time and an ENTIRE day of trying to "fix" the "mistake" that was made on behalf of SearsI feel that consumers should be VERY VERY aware of what they have to deal with if their order gets messed up and that they will be charged EXTRA for the aggravation instead of compensatedI trusted the Kenmore brand and I trusted SearsI am HIGHLY disappointed in everyone I spoke to with the exception of one rep in TEXAS after hours of effort on MY part and she was able to get in touch with an Eric at Vineland and that was the only way it was finally "FIXED"I want it on record that I was being told I was to be charged extra for a delivery that was NOT MY FAULT! Worst way to be with a customerThe consumers need to be aware of what others experienceThat is all a huge part of this programI honestly feel that no further charges as well as a percentage refunded would have been acceptable since I missed hours of work and wasted my time driving to Sears and then AGAIN waiting for it to get dropped offNOT SATISFIED with the response from SearsIts sad that that is how they treat their customers that just spent over $in their store and need more appliances in the near future and I will now search anywhere BUT Sears!
Sincerely,
*** ***
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,
Raymond J***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Tara *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her refrigerator Upon receipt of Ms***’s complaint, we
found that she had been assisted by our Strategic Member Support team, Ms***’s case manager was Shania *** and Ms*** confirmed with Ms*** on November 27, that the ice maker had been repaired on her refrigeratorMs*** was provided with the direct contact information for Ms*** if she needs further assistance, therefore we have closed this case 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
December 21, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** ** *** Dear Ms*** Store Manager *** *** provided the following response: I
have spoken with Mr*** in regard to this issueHe was provided with an exchange for his leaf blower and a gift card for the $he requested was also grantedWe apologize for any misunderstandingShould Mr*** have any remaining questions or concerns, he may contact me *** during business hours at (*** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed 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 Tell us why here
Complaint: ***
I am rejecting this response because:
Sincerely,
Susan J***
Complaint: ***
I am rejecting this response because: I did not see the day exchange policy in the store but understandBut I do believe that the day policy should show up on the customers emailed receipt which mine clearly did not have itOne of the store managers from Bellflower attempted to locate it and was unable to due soI would like to thank Store the Manager that called meHe was very professional and helpful
Sincerely,
*** ***
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 have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** *** I'm happy with the outcome of the complaint, thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meHowever, I am extremely dissatisfied with the service I received at the Sears store The washer we chose was $plus delivery fee of $plus haul away fee of $in addition to an out of area tax of $ This totals $We left the store having to pay $which is incorrect Sears only gave us a credit of $when we should have received a credit of $which would include $for the washer plus $delivery fee (which should be free as stated in their resolution) plus $haul away fee ( which should have also been free as stated in their resolution)We also don't understand how we're charged an out of area tax of $when we're located in the same zip code with the Sears store we visited Our total cost should have been $out of pocket We left the store feeling like we've been ripped off, and there was nothing we could do about because the sales associate basically said that the amount we paid could have been more We have been loyal customers of Sears for years, and this is how we're treated
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been given a singular person to call from now on to make my appointments that has given me some price of mind
September 28,
Nita ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: # - Kathleen A ***
Dear Ms***:
We have not fully completed our investigation of Ms***'s complaint regarding her dissatisfaction with our
appointment availability in her area for the repair of her tractor
We apologize for the delay in responding to this complaintWe forwarded this matter to the Service Unit Manager to research and are currently awaiting their responseWe are committed to providing a fair and equitable resolution and ask that Ms*** allow us ten business days to come to a decisionIn the interim, should Ms*** have any questions, she may contact me directly at ***
We apologize again and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com
August 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of MrR*** complaint regarding his recent online order
experience and request for a refund It is unfortunate that the product did not meet MrR*** expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure that his 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 found that the order was returned and a full refund of $was issued back to his *** account on July 28, Additionally, we hope that in the future MrR*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted MrR*** 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
July 16,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # 94***- Heidi L ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that his snow th***r cannot
be located after she was notified that it was ready for pick up
Firstly we would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We contacted Tim ***, Manager for Store 1283, to assist with Ms*** concernsManager *** researched the service order and the records indicated that the snow th***r was received at the storeRegrettably, the snow th***r could not be located, and possible that it was misplaced during the transition from the temporary shop that was sent up in our auto centerSince the snow th***r could not be located, we issued the authorization in the amount of $towards a replacement snow th***r from SearsOn July 14, we notified Ms*** with the replacement offer and the authorization informationIf Ms*** has any questions regarding the replacement she can contact Manager *** at (*** ***Since we have addressed the issues brought forth in Ms*** complaint, we have closed our file
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,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Matilda.***@searshc.com
Contact Name and Title: *** ***
October 21,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** *** - # ***
Dear Ms***:
We have been unable to complete the investigation of Ms*** complaint regarding her
refrigerator repair
First, we would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairSince receiving Ms*** complaint on October 12, 2015, multiple attempts have been made by *** *** with unit *** to contact her to discuss this matter and move up serviceSeveral messages have been left since we were notified of Ms*** concerns over a week ago; however, Ms*** has not returned any calls to dateWe value Ms*** patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms*** at (*** *** at her earliest convenienceOur records show that Ms*** is currently scheduled for service on October 23, With that said, since we have documented Ms*** concerns and made a concerted effort to reach her, we ask to have this matter closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator*** ***
Sears Home Services, Customer Advocate provided the following response: On September 29th Sears Home Services dispatched a technician to Ms*** home to diagnose her complaint that her refrigerator was leakingWhile at the home the technician identified that the water tank has a loose connection from the factoryThe connection was tightened and the unit was found to have no further issuesIf I can be of any additional assistance to Ms*** she can reach me at ***Since we have noted the results of our investigation into Ms*** concerns, 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 ***
October 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #94569037- Arthur ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with the tractor he purchased
We
apologize that Mr***s' tractor failed to meet her expectationsMr*** seems to believe that her tractor is defective somehowHowever, there are no known defects or recalls reported by the manufacturer on Mr***'s modelWe have no recalls reported from the manufacturer on this model and our technician only found that the engine needed to be replacedMr*** has had his tractor for over years now and if there were a defect of some kind, we feel it would have been manifest much soonerEven if he has allegedly only operated the tractor for approximately, a years' worth of use, a major defect would have been apparent soonerHowever, even if there were some sort of issue, the reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe want to note too that failure to operate the machine according to the instructions noted in the owner's manual can cause premature failureWe also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn 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 customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptionsRegardless of what the salesperson may have said, 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 propertyThe 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 decisionMr***'s manufacturer's warranty expired in Accordingly, any repair or replacement costs would now be her responsibility
According to the return policy listed on Mr***'s purchase receipt, he had ninety days to return or exchange the tractor if dissatisfiedAgain, we feel if there had been some sort of defect, we feel it would have been manifest much sooner, but the only request for service we have on file is this oneAdditionally, we have no record in our files of a free repair offer being made to Mr***A waiver of the diagnosis fee was all that was offeredWe will make sure that Mr*** does not receive any further notices regarding the outstanding repair fee he notedWe apologize if there was any misunderstandingHowever, a free repair is not an option and as we noted before, according to our return policy, a free replacement is also not a possibilityMr*** spoke with Sandra from our Executive Office and she offered to provide him with a 30% discount off of a new tractor purchase from SearsAs an alternative, she offered to waive the labor fees for repair, but Mr*** declined to accept either offerAt this time, we are willing to extend both offers for days from the date of this letter; after that, it will be null and voidShould Mr*** wish to accept, he may contact me via email at the address belowIn 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 S***
Regulatory Complaint Specialist
*** ***
***[email protected]
March 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and request for Sears to honor the same sale price It is unfortunate that we failed Mr*** expectations as we value his patronageWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we have honored Mr*** request by issuing him the price difference of $back to his *** *** accountThe credit was processed under receipt number *** and will post to his account in to business daysIn the interim, we have noted Mr*** 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
June 15,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of *** *** rebuttal to our previous response *** *** has not presented any new information and our position remains unchanged. He has two options under the ter** of his MPA; he can accept a comparable replacement or a refund of his MPA. As to *** *** demand for three years extended coverage, we have already provided him with a one-year extension, so we are unable to grant his request for additional complimentary coverage. Since *** *** is frustrated that he is without a washer, it would behoove him to initiate the replacement process as soon as possibleAgain, *** *** can contact *** *** ** *** *** or send an email to *** As to *** *** concerns with a class action suit, as we stated in our previous response, his model of washer is currently not listed in any suits. In summary, since *** *** has been provided with his options, and he has been given the contact information to proceed with either a replacement or a refund of his MPA, we have closed our file Again, appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: My biggest compliant was not the scheduling of the appointment, it was the fact that the refrigerator I purchased from Sears in is not even years old and it's already malfunctioningTherefore it was more than likely defective when I purchased itI should not have to pay for repairs on this product if it was defective when purchasedRefrigerator normally do not malfunction in less than years unless there was already something wrong with it in the beginningThis is totally unacceptable from such as large corporation such as SearsI wish like for the repairs to be made free of charge
Sincerely, *** ***
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my refund after three months of trying on my own thanks to the Revdex.comI have learned a lesson not to do business with Sears any longer, but I am very pleased that the Revdex.com was able to
expedite my refund
Complaint: ***
I am rejecting this response because: To be completely honest, I am not a satisfied customerMy time was wasted, I was misinformed, I could not get through to a rep at the physical locationI literally called over times in a hour periodI called several other numbers and kept being redirected to Phillipines with reps that I could not understandI finally was able to get in touch with someone from corporate who also could not get in touch with the Vineland location and was trying to charge me extra when I now wasted MY gas, MY time and an ENTIRE day of trying to "fix" the "mistake" that was made on behalf of SearsI feel that consumers should be VERY VERY aware of what they have to deal with if their order gets messed up and that they will be charged EXTRA for the aggravation instead of compensatedI trusted the Kenmore brand and I trusted SearsI am HIGHLY disappointed in everyone I spoke to with the exception of one rep in TEXAS after hours of effort on MY part and she was able to get in touch with an Eric at Vineland and that was the only way it was finally "FIXED"I want it on record that I was being told I was to be charged extra for a delivery that was NOT MY FAULT! Worst way to be with a customerThe consumers need to be aware of what others experienceThat is all a huge part of this programI honestly feel that no further charges as well as a percentage refunded would have been acceptable since I missed hours of work and wasted my time driving to Sears and then AGAIN waiting for it to get dropped offNOT SATISFIED with the response from SearsIts sad that that is how they treat their customers that just spent over $in their store and need more appliances in the near future and I will now search anywhere BUT Sears!
Sincerely,
*** ***
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,
Raymond J***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Tara *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her refrigerator Upon receipt of Ms***’s complaint, we
found that she had been assisted by our Strategic Member Support team, Ms***’s case manager was Shania *** and Ms*** confirmed with Ms*** on November 27, that the ice maker had been repaired on her refrigeratorMs*** was provided with the direct contact information for Ms*** if she needs further assistance, therefore we have closed this case 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com