October 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding her dissatisfaction with the refund amount issued for the cancellation of the protection agreements on her washer and dryer
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintAs previously stated, Ms*** purchased a Master Protection Agreements for her washer and dryer, and the refund terms state, “After the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.” Since Ms*** cancelled after the first sixty (60) days of the term, she is eligible for a prorated refund for the remainder of the term for each agreementMs*** was issued a prorated refund of $on the washerHowever, due to an error, we issued Ms*** a full refund of $on the dryer; the actual prorated refund should have been $While we understand that Ms*** is dissatisfied that she does not qualify for a full refund, the fact remains that she cancelled the agreements and the refund amount of $that we issued is more than the eligible amountWith that being said, since we have addressed the issue brought forth in Ms*** concern, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
May 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** *** *** Dear Ms*** We have completed the investigation of Ms
*** complaint regarding the pricing of a recent purchase According ot our records, Ms*** received a credit for the difference in cost from her local store as well as Shop Your Way Reward points from our Customer Solutions DepartmentSince it appears that this matter has been resolved, we ask that it be considered 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
April 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the pricing of a recent
purchase As clarification, *** *** purchased his washer and dryer at his local store and he received the current sale prices plus an additional 15% for using his Sears cardOur website runs separate pricing promotions at times and free delivery was being offered online, but not the additional 15% off if the Sears card was used like the store was offeringWhat *** *** wants us to do is combine two different promotions from two separate store formats and we will not do thatWe would like to note our Price Protection policy, which is listed in each sale circular, on our website and is usually posted in our stores verbatim ''Buy with confidence from SearsIf an item you have purchased from Sears goes on sale for a lower price within days of your purchase, Sears will refund the differenceTo claim a Price Protection Policy adjustment, go to your original Sears store where the purchase was made with your receiptIf your purchase was made on Sears.com, please fill out a formYou will be given a refund for the difference of the original selling price and the current advertised/reduced price.'' Please note that the policy does not say that any promotional offers will be taken into account, only the sales price itselfWe apologize if this was not explained to *** *** While we certainly are willing to make sure our consumers get the best price possible, in reviewing *** *** receipt, it seems he received the best possible priceIf we were to credit the $delivery fee, we would have to charge him the 15% he was given for using his Sears card and that was much more than $He would not be entitled to the 15% discount and free delivery Since we are unable to grant *** *** request, we respectfully ask that this matter be considered closed Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 22, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Mrs*** We have completed our investigation of Ms*** complaint regarding the pricing of a recent
purchase First, we want to note that the price Ms*** was trying to match was due in part, if not all, to a coupon *** *** was offeringOur price match policy excludes promotion or coupons; we will only match an actual sales price, not a price that results from the use of a coupon or promotional offerThat said, we offered to provide Ms*** with a $credit as a courtesy and she agreedA credit for $was issued to her account on March 16, Ms*** was also given a $e-gift card; we have verified that she has received it and it has been usedSince we have provided what we feel is a reasonable resolution considering the circumstances, we have closed our file. We apologize to Ms*** and 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*** y here
Contact Name and Title: MELISSA ***
August 18,
Nita ***
Revdex.com
North Wabash
Ave., Ste#***
Chicago, IL
Re: Courtney *** * #
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her washer and her request for a replacement
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAfter reviewing the notes in Ms*** service order, our office authorized a replacement for customer satisfactionWhile the washer did not specifically meet the requirements for replacement, we felt an exception could be madeBased upon the features of Ms*** current washer, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)An email was sent to Ms*** on August 18, 2015, explaining the replacement processAs stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs*** will need to provide the telephone number on record, (330) *** to verify the replacement authorizationThe new washer will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty until it's expiration on February 2016; the manufacturer's warranty will continue for a full year from the date of deliverySince we are providing Ms*** with her requested resolution, we ask that this matter be closed
Additionally, a $laundry reimbursement check has been processed and should be received by Ms*** within the next two weeks
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** ** *** Dear Ms*** We have completed the investigation of MrB*** complaint regarding a recent
purchase According to MrB*** receipt, our return policy period is days from the date of purchaseThis is also noted on our websiteMrB*** purchase is subject to the terms of the warranty for each particular item as well as that of our return policyShould an item break, he will receive a replacement if that is stipulated in the warranty terms for that particular itemSince his purchase was made on May 4, 2017, we are not obligated to honor his request for a refund and it will not be grantedAs such, we respectfully ask that this matter be considered closed We apologize to MrB*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Guy W***
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
April 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Ms***
complaint regarding her recent online order
*** *** Direct Delivery Support Specialist, provided the following response:
It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsAfter reviewing the complaint filed, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedFortunately, we were able to contact Ms*** and schedule the pickup of the dryer for April 8, Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed, pending the completion of the delivery pickup
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
April 28,
*** ***
Revdex.com
North Wabash
Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed our investigation of Ms*** complaint regarding her dishwasher
Ms*** refers to a recall for her dishwasher regarding the motorThe recall is for a repair of the motor not an exchange for the dishwasher and since Ms*** issue is with her control board this repair recall would not cover her repair costOur service technician found that the control board had shorted outMs*** does not want to have the dishwasher repaired at this timeI offered her a product discount of 25% off a new dishwasher purchase from Sears and she has accepted this offerMs*** did request the offer be extended through September when she will be able to take advantage of the offerWe have extended the offer through October Ms*** has been provided with my direct contact information and once she had made her purchase we will then process the 25% discountSince this resolution was acceptable to Ms*** we have closed our case
We apologize to Ms*** 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,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - *** A *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding service for her in warranty mower On receipt of
Ms***’s lawn mower our service technician found that it was in need of basic annualHe found that the mower needed a new spark plug, new air filter and new batteryOur service technician also found that the carburetor needed to be cleaned due to stale fuel but this was done as a courtesy and Ms*** was not charged for the carburetor cleaning Ms*** is correct that she is under the two year manufacture warrantyOn page two (2) of the owner’s manual the warranty states that this warranty coverage does not include Expendable parts that can wear out from use such as spark plugsIt also states that Preventative maintenance repairs are not covered under the manufactures warrantyIt also important to note that Ms***’s lawn mower does need basic seasonal maintenance as is laid out starting on page thirteen (13) of her owner’s manual these items need to be cleaned and or replaced each season or after every hours of use whichever comes firstThese items include the air filter, spark plug, oil, belt etc When Ms*** brought her mower in for service the complaint was that the key start wasn’t workingThe battery does need to be replaced in the mower and this is why her key start was not workingSince we have explained that all repairs needed for the mower are due to basic maintenance which Ms*** is responsible for we are unable to honor her request for free repair and have closed our 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, *** L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.L.***@searshc.com
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,
Sandra S***
March 23, *** *** 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 a full refund including the shipping cost he paid out of pocket As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** located at *** ** *** *** *** *** Moorpark CA 93021, Email: *** and telephone number *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we show that a full refund has been issuedFor Mr*** records a refund of $was issued under receipt number ***The remaining refund of $was issued under receipt number *** Finally, Sears issued a refund of $on March 22, 2017, for the shipping fee under return receipt number ***This credit will post to his account within to business daysIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
April 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have reviewed *** *** rebuttal complaint regarding a shipping fee he paid to have his order returned After reviewing the information *** *** provided in his rebuttal we have processed a refund check of $For *** *** records the receipt number is *** *** *** can expect to receive the check in the mail within to business days from April 19, Additionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** *** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
May 24, 2017Revdex.comAttn: *** ***North Wabash Ave., Ste2006Chicago, IL 60611Our File No: ***Revdex.com Case: *** *** ***Via: Revdex.com WebsiteDear Ms***This letter serves to provide a response to the consumer’s rebuttal statement, dated 05/18/Sears Home Improvement Products (SHIP) is disheartened that Mrs*** feels that her concerns were not resolved adequately by our company prior to seeking further actions from you. SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerOur records indicate that the project has been completedMr*** did sign all completion paperwork acknowledging satisfactory completion of the installationWe are prepared to send the contractor out to correct any issues they may have with the installationThe contractor can go as early as today to address their concerns.We appreciate the opportunity to address Mrs***’s concernsThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at *** *** *** or via email at ***Sincerely,*** ***SHIP/HI Regulatory Complaint Specialistcc: Terry *** via First Class Mail
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home ServicesOur records indicate that Ms***
escalated her concerns to our Executive Member Support Team in August We advised Ms*** at that time that the Sears Protection Agreements were cancelled due to a violation of section of the Master Protection Agreement (MPA) which reads verbatim: - This agreement does not cover - 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, CRT-based or Plasma 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 such as hurricanes, tornadoes, floods, etc Regarding Ms*** theft allegations, when the case manager spoke with Ms*** back in September 16, she indicated that there was an open *** investigationWe must refer Ms*** to the local authorities to follow up on her claimThat said 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: We will not remove our complaint with the Revdex.com because your "attempt to resolve the matter" is unreasonable.
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,
Allen ***
October 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with
our customer service and non-receipt of a refund for a washer and dryer he returned to Sears It is unfortunate that we failed Mr*** expectations when he recently returned a washer and dryer to SearsWe value Mr*** patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reissued the refund of $to Mr*** Sears account ending in *** *** has also been notified of the refund. At this time, we can only reiterate that we truly regret any inconvenience Mr*** may have experienced We hope that in the future he will allow us an opportunity to provide him with a more satisfying 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 Mr*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
November 23, 2015Nita ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611Re: # - William ***Dear Ms***:We have completed the investigation of Mr***’ complaint
regarding his dissatisfaction with the computer he received and
his subsequent
request to return it at Sears’ expense for a cash refund.Upon receipt of Mr***’ complaint, we revealed that
Sears had already provided him with an electronic return label. Although it appeared that Mr*** was
aware of the condition of the item, since he stated to our associate that he
viewed the item online before ordering and then approved the order amount,
Sears absorbed the cost of the return shipping as a customer satisfaction
gesture. However, a cash refund for the
item was not an option because Mr*** used a gift card to complete his
purchase, and our refund policy states we will issue refunds in the same form
as the original payment. With that having
been said, once the item reached the warehouse and the condition of the
computer was confirmed, a request for a gift card refund of $was
released. Mr***’ gift card was
mailed on November 9, 2015, and is expected to arrive at the address he
provided with his order within approximately business days from this
date. We spoke with Mr*** on
November 23, 2015, to inform him of this time-frame. Mr*** is welcome to contact Regulatory
Complaint Specialist Nicki *** at *** *** if he needs any further
assistance with this issue. At this
time, we can only reiterate that we truly regret any inconvenience Mr***
may have experienced. Since the
requested resolution has been provided, we have closed our file regarding this
matter.We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,Nicki ***Regulatory Complaint Specialist1-800-762-Ext
Revdex.com:
I Still have not received my gift card from sears nor have I received my shop your way rewards money therefore I feel this is still an issue
Sincerely,
*** ***
October 13,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding her dissatisfaction with the refund amount issued for the cancellation of the protection agreements on her washer and dryer
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintAs previously stated, Ms*** purchased a Master Protection Agreements for her washer and dryer, and the refund terms state, “After the first sixty (60) days of the term or after the expiration of the full manufacturer’s warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the total price allocable to the remainder of the Term of this Agreement prorated on a monthly basis.” Since Ms*** cancelled after the first sixty (60) days of the term, she is eligible for a prorated refund for the remainder of the term for each agreementMs*** was issued a prorated refund of $on the washerHowever, due to an error, we issued Ms*** a full refund of $on the dryer; the actual prorated refund should have been $While we understand that Ms*** is dissatisfied that she does not qualify for a full refund, the fact remains that she cancelled the agreements and the refund amount of $that we issued is more than the eligible amountWith that being said, since we have addressed the issue brought forth in Ms*** concern, 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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
May 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** *** *** Dear Ms*** We have completed the investigation of Ms
*** complaint regarding the pricing of a recent purchase According ot our records, Ms*** received a credit for the difference in cost from her local store as well as Shop Your Way Reward points from our Customer Solutions DepartmentSince it appears that this matter has been resolved, we ask that it be considered 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
April 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the pricing of a recent
purchase As clarification, *** *** purchased his washer and dryer at his local store and he received the current sale prices plus an additional 15% for using his Sears cardOur website runs separate pricing promotions at times and free delivery was being offered online, but not the additional 15% off if the Sears card was used like the store was offeringWhat *** *** wants us to do is combine two different promotions from two separate store formats and we will not do thatWe would like to note our Price Protection policy, which is listed in each sale circular, on our website and is usually posted in our stores verbatim ''Buy with confidence from SearsIf an item you have purchased from Sears goes on sale for a lower price within days of your purchase, Sears will refund the differenceTo claim a Price Protection Policy adjustment, go to your original Sears store where the purchase was made with your receiptIf your purchase was made on Sears.com, please fill out a formYou will be given a refund for the difference of the original selling price and the current advertised/reduced price.'' Please note that the policy does not say that any promotional offers will be taken into account, only the sales price itselfWe apologize if this was not explained to *** *** While we certainly are willing to make sure our consumers get the best price possible, in reviewing *** *** receipt, it seems he received the best possible priceIf we were to credit the $delivery fee, we would have to charge him the 15% he was given for using his Sears card and that was much more than $He would not be entitled to the 15% discount and free delivery Since we are unable to grant *** *** request, we respectfully ask that this matter be considered closed Again, we apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
March 22, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** *** Dear Mrs*** We have completed our investigation of Ms*** complaint regarding the pricing of a recent
purchase First, we want to note that the price Ms*** was trying to match was due in part, if not all, to a coupon *** *** was offeringOur price match policy excludes promotion or coupons; we will only match an actual sales price, not a price that results from the use of a coupon or promotional offerThat said, we offered to provide Ms*** with a $credit as a courtesy and she agreedA credit for $was issued to her account on March 16, Ms*** was also given a $e-gift card; we have verified that she has received it and it has been usedSince we have provided what we feel is a reasonable resolution considering the circumstances, we have closed our file. We apologize to Ms*** and 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*** y here
Contact Name and Title: MELISSA ***
August 18,
Nita ***
Revdex.com
North Wabash
Ave., Ste#***
Chicago, IL
Re: Courtney *** * #
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her washer and her request for a replacement
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAfter reviewing the notes in Ms*** service order, our office authorized a replacement for customer satisfactionWhile the washer did not specifically meet the requirements for replacement, we felt an exception could be madeBased upon the features of Ms*** current washer, it was determined that $would provide her with a comparable replacement under her Master Protection Agreement (MPA)An email was sent to Ms*** on August 18, 2015, explaining the replacement processAs stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist herMs*** will need to provide the telephone number on record, (330) *** to verify the replacement authorizationThe new washer will be delivered at no charge and the old unit removedThe remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer's warranty until it's expiration on February 2016; the manufacturer's warranty will continue for a full year from the date of deliverySince we are providing Ms*** with her requested resolution, we ask that this matter be closed
Additionally, a $laundry reimbursement check has been processed and should be received by Ms*** within the next two weeks
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
July 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** ** *** Dear Ms*** We have completed the investigation of MrB*** complaint regarding a recent
purchase According to MrB*** receipt, our return policy period is days from the date of purchaseThis is also noted on our websiteMrB*** purchase is subject to the terms of the warranty for each particular item as well as that of our return policyShould an item break, he will receive a replacement if that is stipulated in the warranty terms for that particular itemSince his purchase was made on May 4, 2017, we are not obligated to honor his request for a refund and it will not be grantedAs such, we respectfully ask that this matter be considered closed We apologize to MrB*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Guy W***
Contact Name and Title: *** ***
Contact Phone: *** *** *** ***
April 7,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear *** ***
We have completed the investigation of Ms***
complaint regarding her recent online order
*** *** Direct Delivery Support Specialist, provided the following response:
It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsAfter reviewing the complaint filed, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedFortunately, we were able to contact Ms*** and schedule the pickup of the dryer for April 8, Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed, pending the completion of the delivery pickup
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
April 28,
*** ***
Revdex.com
North Wabash
Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed our investigation of Ms*** complaint regarding her dishwasher
Ms*** refers to a recall for her dishwasher regarding the motorThe recall is for a repair of the motor not an exchange for the dishwasher and since Ms*** issue is with her control board this repair recall would not cover her repair costOur service technician found that the control board had shorted outMs*** does not want to have the dishwasher repaired at this timeI offered her a product discount of 25% off a new dishwasher purchase from Sears and she has accepted this offerMs*** did request the offer be extended through September when she will be able to take advantage of the offerWe have extended the offer through October Ms*** has been provided with my direct contact information and once she had made her purchase we will then process the 25% discountSince this resolution was acceptable to Ms*** we have closed our case
We apologize to Ms*** 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,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - *** A *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding service for her in warranty mower On receipt of
Ms***’s lawn mower our service technician found that it was in need of basic annualHe found that the mower needed a new spark plug, new air filter and new batteryOur service technician also found that the carburetor needed to be cleaned due to stale fuel but this was done as a courtesy and Ms*** was not charged for the carburetor cleaning Ms*** is correct that she is under the two year manufacture warrantyOn page two (2) of the owner’s manual the warranty states that this warranty coverage does not include Expendable parts that can wear out from use such as spark plugsIt also states that Preventative maintenance repairs are not covered under the manufactures warrantyIt also important to note that Ms***’s lawn mower does need basic seasonal maintenance as is laid out starting on page thirteen (13) of her owner’s manual these items need to be cleaned and or replaced each season or after every hours of use whichever comes firstThese items include the air filter, spark plug, oil, belt etc When Ms*** brought her mower in for service the complaint was that the key start wasn’t workingThe battery does need to be replaced in the mower and this is why her key start was not workingSince we have explained that all repairs needed for the mower are due to basic maintenance which Ms*** is responsible for we are unable to honor her request for free repair and have closed our 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, *** L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.L.***@searshc.com
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,
Sandra S***
March 23, *** *** 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 a full refund including the shipping cost he paid out of pocket As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** located at *** ** *** *** *** *** Moorpark CA 93021, Email: *** and telephone number *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we show that a full refund has been issuedFor Mr*** records a refund of $was issued under receipt number ***The remaining refund of $was issued under receipt number *** Finally, Sears issued a refund of $on March 22, 2017, for the shipping fee under return receipt number ***This credit will post to his account within to business daysIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
April 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have reviewed *** *** rebuttal complaint regarding a shipping fee he paid to have his order returned After reviewing the information *** *** provided in his rebuttal we have processed a refund check of $For *** *** records the receipt number is *** *** *** can expect to receive the check in the mail within to business days from April 19, Additionally, we hope that in the future *** *** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** *** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
May 24, 2017Revdex.comAttn: *** ***North Wabash Ave., Ste2006Chicago, IL 60611Our File No: ***Revdex.com Case: *** *** ***Via: Revdex.com WebsiteDear Ms***This letter serves to provide a response to the consumer’s rebuttal statement, dated 05/18/Sears Home Improvement Products (SHIP) is disheartened that Mrs*** feels that her concerns were not resolved adequately by our company prior to seeking further actions from you. SHIP is dedicated to its customers and their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerOur records indicate that the project has been completedMr*** did sign all completion paperwork acknowledging satisfactory completion of the installationWe are prepared to send the contractor out to correct any issues they may have with the installationThe contractor can go as early as today to address their concerns.We appreciate the opportunity to address Mrs***’s concernsThank you for your time, effort and patience during the investigationIf you have any further questions or concerns, please contact me at *** *** *** or via email at ***Sincerely,*** ***SHIP/HI Regulatory Complaint Specialistcc: Terry *** via First Class Mail
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home ServicesOur records indicate that Ms***
escalated her concerns to our Executive Member Support Team in August We advised Ms*** at that time that the Sears Protection Agreements were cancelled due to a violation of section of the Master Protection Agreement (MPA) which reads verbatim: - This agreement does not cover - 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, CRT-based or Plasma 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 such as hurricanes, tornadoes, floods, etc Regarding Ms*** theft allegations, when the case manager spoke with Ms*** back in September 16, she indicated that there was an open *** investigationWe must refer Ms*** to the local authorities to follow up on her claimThat said 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: We will not remove our complaint with the Revdex.com because your "attempt to resolve the matter" is unreasonable.
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,
Allen ***
October 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with
our customer service and non-receipt of a refund for a washer and dryer he returned to Sears It is unfortunate that we failed Mr*** expectations when he recently returned a washer and dryer to SearsWe value Mr*** patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reissued the refund of $to Mr*** Sears account ending in *** *** has also been notified of the refund. At this time, we can only reiterate that we truly regret any inconvenience Mr*** may have experienced We hope that in the future he will allow us an opportunity to provide him with a more satisfying 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 Mr*** comments and the requested resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
November 23, 2015Nita ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611Re: # - William ***Dear Ms***:We have completed the investigation of Mr***’ complaint
regarding his dissatisfaction with the computer he received and
his subsequent
request to return it at Sears’ expense for a cash refund.Upon receipt of Mr***’ complaint, we revealed that
Sears had already provided him with an electronic return label. Although it appeared that Mr*** was
aware of the condition of the item, since he stated to our associate that he
viewed the item online before ordering and then approved the order amount,
Sears absorbed the cost of the return shipping as a customer satisfaction
gesture. However, a cash refund for the
item was not an option because Mr*** used a gift card to complete his
purchase, and our refund policy states we will issue refunds in the same form
as the original payment. With that having
been said, once the item reached the warehouse and the condition of the
computer was confirmed, a request for a gift card refund of $was
released. Mr***’ gift card was
mailed on November 9, 2015, and is expected to arrive at the address he
provided with his order within approximately business days from this
date. We spoke with Mr*** on
November 23, 2015, to inform him of this time-frame. Mr*** is welcome to contact Regulatory
Complaint Specialist Nicki *** at *** *** if he needs any further
assistance with this issue. At this
time, we can only reiterate that we truly regret any inconvenience Mr***
may have experienced. Since the
requested resolution has been provided, we have closed our file regarding this
matter.We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,Nicki ***Regulatory Complaint Specialist1-800-762-Ext
Revdex.com:
I Still have not received my gift card from sears nor have I received my shop your way rewards money therefore I feel this is still an issue
Sincerely,
*** ***