November 20, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order.It is unfortunate that we failed *** [redacted] expectations and we can understand her frustration with the series of events detailed in her complaintWe regret that this incident occurred, 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 both online orders, we found that [redacted] was not charged $for the first order [redacted] and her gift cards currently have the full balanceAdditionally, we verified that she was not charged on her [redacted] card for that order eitherAccording to Sears Online there was an error within the system that did not allow the order to process properlyHowever, another order was placed [redacted] the next day with a discount of $which brought her final total to $Unfortunately, Sears was unable to complete delivery any sooner since the product was not available from the manufacturer until November 17, We apologize again for any inconvenience [redacted] may have experienced and hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: today 12/1/Sears sent a technician to evaluate the problem with window( I paid $) Technician told me window is sagging and needs to be lifted Not a manufacturer defect My receipt which was given to me after work was done ( I couldn't review wording of warranty ) says LIFETIME WARRANTY in the additional information section LIFETIME WARRANTY Sincerely, [redacted]
February 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the purchase of her range Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] ***n, Service Recovery Specialist, who states the following: I spoke with Ms [redacted] and she explained everything in detail to me regarding the range issueShe advised that on her bill for the Sears Account she opened when first placing her order, she is being over charged in the amount of $Ms [redacted] advised that the Store Associate told her on 1/13/that he would refund her the delivery fee and $for the inconveniencesShe believes this is the amount that still has not been deducted from her account I’ve reviewed all the receipts, and I’m unsure exactly what was done when ringing up her order; however I do not see any refund or credit in the amounts Ms [redacted] has mentionedI advised Ms [redacted] that I will go ahead and credit her Sears Account in the amount of $ Ms [redacted] accepted this as resolution for the Revdex.com Complaint That being said, because we have provided Ms [redacted] with an agreed upon resolution, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: There is still no answer as to why the order wasn't canceled on May 12, when it was confirmed verbally by Sears that it would beFurthermore, I was told my account would be refunded within 3-days, which it was notAlthough there may be confusion regarding what was purchased, I blame SearsAgain, I was contacted by Sears at appx1:15pm on May 20, saying the entire pool table, including the legs, sticks and balls was ready for pick upWho knows when I would've received my funds?! If it weren't for the two hours or more I spent arguing with disrespectful representatives about the additional 3-days I now had to wait due to Sears failing to cancel the order originally, you would still have a "pool table" for pick up and my moneyI am not satisfied with a partial response to this problem Sincerely, [redacted]
February 8, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her demand to be refunded for a laptop purchased through one of our third-party market place vendors As clarification, when an order is placed for an online item, our policy states that it cannot be canceledHowever, whenever possible, we do make every attempt to cancel if our customer requests thisIn Ms [redacted] case, since we were not the vendor she purchased from, all we were able to do is to reach out to the vendor to see if a cancelation was still possibleUnfortunately, they stated that the item had already shipped and could not be canceledThis particular vendor also does not accept returns for buyer’s remorseWhen Ms [redacted] contacted us wanting to cancel her order the reason she gave was that the agent entering it messed up her billing address, but if that was the only problem then it could have easily been corrected without canceling the orderSince she is so negative in her Revdex.com complaint, we can only assume that she did in fact have buyer’s remorse after placing the order, and again, the merchant does not accept refunds for that reasonIn fact, they only provide repairs or replacementIf Ms [redacted] requires either, she would need to contact the vendor is she is still within the timeframe that a repair or exchange is still availableOtherwise, since the item was not eligible for cancelation nor was it returnable from the moment she placed the order, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
February 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Lorena [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding the attempted repair of her washer and her request to receive a refund in full for the service We would first like to clarify that the reason Ms [redacted] was being asked to pay on one of the last service calls, is because the service order was not set up as a “recall” under the 90-day service guarantee and was instead scheduled under A&E Factory Service as the service provider rather than under SearsThat means the service order would not have linked back to the originalIf it had, then Ms [redacted] would not have been quoted any more for the repair besides the slight difference in price between the board we had already replaced twice, and the board that it was felt would provide a better resolution With that said, because of the confusion over that service order and Ms [redacted] ’ request to just receive a refund, we felt it was reasonable to refund her in fullAs such, we found that the part had already been refunded via a mailed bank check for $issued on January 28, So we issued a new refund today, also via a mailed bank check, for $The first check has most likely arrived already since they normally take about weeks and the second one should arrive sometime before March 3, If Ms [redacted] did not receive the first check and/or if she does not receive the second, then she is welcome to contact me via email at Dana[redacted] @searshc.com or via phone at [redacted] so that we can put a tracer on the checksIn the interim, since we have provided Ms [redacted] with her requested resolution, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted] @searshc.com
May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order According to our records, the page for this item noted that it was sold in pieces as part of a two piece bundleThe page notes: “Must buy both boxes for complete table.” A copy of the screen shots has been sent to you as well as a copy of the order confirmation email sent to [redacted] The order confirmation emails states: “legs only (not complete table) box of 2.” Furthermore, each component says: “table top only” and “table legs only.” We apologize if this was not clear to [redacted] That said, our records reflect that his account was credited in full as of May 20, Once the funds have been released, it can take up to business days for [redacted] financial institution to post themIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MrPadilla and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding an erroneous charge for a jewelry club on her Sears credit cardOur office provided a copy of [redacted] complaint to J [redacted] from Sears Credit [redacted] works for the Sears Credit Executive Response Unit for [redacted] the administrator of the Sears Credit Card [redacted] informed our office that [redacted] has investigated the issue and resolved in [redacted] favor and communicated that to her in writingIf [redacted] has any additional concerns she can contact [redacted] at [redacted] Since we have noted that [redacted] has resolved [redacted] concerns, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 12, Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: #– Michael [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mr***’s complaint regarding non-receipt of a partial credit for a lawn mower deck he ordered from Sears Parts DirectPenny Kennedy, Member Support Manager for Sears Parts Direct, has attempted to contact Mr [redacted] by telephone, but has not been able to speak with him On February 11, 2016, she left a message with her contact information and asked that Mr [redacted] call to discuss his issue further; however, he has not yet responded Until we have an opportunity to discuss this matter with Mr***, we are unable to work toward a resolution If Mr [redacted] still needs assistance with this issue, he may contact Penny Kennedy at (800) 795-within business days from the date of this letter We ask to have this matter closed in the interim, pending Mr***’s responseWe apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
November 13, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a gift card refund for his cancelled sears.com order.It is unfortunate that we failed [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted We spoke with [redacted] the day before he filed this complaint, and reissued his gift card of $on the next day An email was sent directly to him on October 21, 2015, to notify him of the reissue and the time frame he could expect his gift card to arrive Our records indicate that [redacted] redeemed his gift card for the full amount on October 27, Therefore, at this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow sears.com the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] ***
April 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the delivery of his refrigerator and the return the hose he had purchased; as well as his request for a price adjustment on the refrigeratorIt is unfortunate that we failed [redacted] expectations when he recently scheduled a refrigerator deliveryWe value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe also apologize that [redacted] was misinformed that the purchase of his exchange sale did not qualify for our day price protectionWe would like to clarify, that our price protection is guaranteed days from the original purchase dateIf a consumer exchanges for the same model (due to damage or defect), then it would not qualifyHowever, [redacted] did select a different model, therefore, the purchase would qualify for the price protection; $As for the return of the hose, our return policy is also days from the original purchase date [redacted] did attempt to return after our day return period had expired and did not qualifyAs a good-will gesture, we offered to issue [redacted] a credit for the hose as well; On April 19, we issued [redacted] a total credit of $to his credit card ending in [redacted] The credit should post to his account within 3-business daysWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:I am outraged with their responseFirst of all I am a physician and I should be addressed as suchI was not issued a [redacted] Card as they indicated as a secondary cardI was issued a Sears credit cardI contacted all three credit bureaus and they told me that with my credit score of over I should never have been turned down for credit and that they have no record of this ever taking placeI am a practicing physician with over years in the business world and my credit has never been put in questionSears also says that I signed something to the effect of being issued a secondary credit cardI never didWhere is the proof that I signed thisEven if I did, and I did not, I was issued a primary Sears credit card and not a secondary card issued to people with poor creditI am asking for my $applied to the credit card that I used to make this purchase since they said my credit was denied and it was not Sincerely, [redacted] ***
May 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] : We have completed the investigation o [redacted] rebuttal regarding his allegation that damage was done to his home by his washer We have received [redacted] ’s rebuttal and need to refer him to [redacted] , our third-party claims adjuster with his concernsThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] ’s actions; their decision on any claim is final [redacted] should contact [redacted] his claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears Because we have referred [redacted] to [redacted] for assistance with his claim, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
December 3, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] ***Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding the estimate she was given to repair her washer.We would like to note that while Ms [redacted] implies she waited until October 5th and the part had not arrived before she explored other options, our records show that the new washer was purchased September 29, Additionally, while the part was temporarily on back-order from GE, something we would not know until the part was ordered and GE informed us of this, it was only a very short delay and the part shipped on September 29, 2015, and would have arrived before the scheduled service date of October 2ndSecondly, when we do have customers that reconsider their decision to proceed with a repair, our process would be to refund them for the part once it is returned back to us, and then refund for any labor we might have collected on the first visitHowever, we would still retain the non-refundable minimum fee of $79.00, as that fee would have been due even on the first visit if the estimate was declinedWe apologize that Ms [redacted] was given incorrect information from store management that we would normally refund in full, as this was not the caseWith that said, prior to our receipt of Ms [redacted] Revdex.com complaint, our customer support group had already refunded her for the charges above the minimum fee, and because the store requested that she be refunded the rest as the store manager had made this commitment, they had also refunded the remaining amount retainedSo on October 23, 2015, she was refunded $and on October 30, 2015, she was refunded the remaining $As this was the resolution Ms [redacted] was requesting, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [email protected]
April 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding the service on her refrigeratorAfter reviewing the service history and discussing the issue with our support engineers we have authorized a replacement of the refrigeratorI spoke with [redacted] and we have processed a replacement for customer satisfaction reasons and delivery is set for April 27, [redacted] has been provided with my direct contact information if he requires additional assistance on this issue in the mean time we have closed this complaint as the resolution provided was acceptable to [redacted] We apologize to [redacted] 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item he wished to orderAs clarification, the only amp [redacted] branded chain saw listed on our site now is sold by a third party seller, CPO Outlets and the price is $It is possible that the item may have been listed for the price [redacted] mentions, but it has since been removed if soWhile we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occur Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedWe also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedPer our terms and conditions, we are not required to honor an incorrect price even if it was an item sold by SearsIf [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http:// [redacted] We have also included below a small excerpt specifically regarding pricing errors:“Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.”With that said, since our response is in accordance with the posted terms and conditions that govern our website, we are unable to honor his request to provide the merchandise for the incorrect price; therefore, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his order and his transactions It is unfortunate if we failed Mr [redacted] expectations and we can understand his dissatisfaction with the series of events detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the complaint filed we found that Mr [redacted] had previously been in contact with Sears (EMS) Executive Member Support teamEMS explained that the order was originally purchased with the [redacted] card on January 2, However, the credit card that Mr [redacted] provided to Sears Lakeline was his [redacted] debit cardThe refund should have been returned to the original form of payment ( [redacted] card) when Mr [redacted] returned to the store for his refundAdditionally, the very same day Sears Offline had processed a refund correctly back to his [redacted] card as well but were unaware that Mr [redacted] had returned to the store for a refund which led to him receiving a double refundAccordingly, Sears has since reversed the charges on Mr [redacted] to correct this matterSince we have confirmed that the charges/credits have been corrected properly, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding her range According to our records, Ms [redacted] range was purchased on January 30, We could not locate any other range purchase with the information she providedBased on that information, Ms [redacted] range would be approximately years old at this point in time and her manufacturer’s warranty would have expired on February 1, 2011; therefore, any repair or replacement costs would be her responsibility as she chose not purchase any extended coverage There are no related recalls on file from the manufacturer on this modelFurthermore, there are notes in the owner’s manual on page that state: “most oven doors contain glass that can break Do not close the oven door until all the oven racks are fully in place Do not hit the glass with pots, pans or any other object Scratching, hitting, jarring, or stressing the glass may weaken its structure causing an increased risk of breakage at a later time.” If the door glass is hit small fractures can occur and over time, the heat can cause the glass to expand and then finally to shatterThis can be avoided by carefully refraining from hitting the glassEven if Ms [redacted] manufacturer’s warranty were still in effect, such an occurrence would be excluded as it would indicate that the instructions in the owner’s manual were not followedWe would also like to note that although Ms [redacted] noted that her glass has been replaced several times, we have no repair records on file under the information she providedIf the glass is not replaced properly, it can also cause the shattering she is speaking ofAs far as the damage Ms [redacted] mentioned in concerned, this would also have been excluded as a provision of the manufacturer’s warranty if this had occurred while the item was covered At this time, we are willing to offer to waive half of the cost it would take for us to replace the door if Sears performs the repairAs an alternative, we are willing to discount the purchase of a new range from Sears by 15% off of the lowest price as a courtesyThis would apply in addition to current sales prices, but not to floor model, previously used, refurbished, clearance, close out or outlet merchandiseShould Md [redacted] wish to accept one of our offers, she may contact me via email at [redacted] during business hours and I will make the necessary arrangementsWe want to stress that both of these offers have been made a gesture of appreciation for Ms [redacted] patronage and not an obligation In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
March 29, Revdex.com [redacted] North Wabash Ave., SteChicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] After a full review of [redacted] file it appears he is due back his full initial payment We have gone ahead and credited [redacted] Sears [redacted] account to this effectAt this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value [redacted] as a customer and appreciate his patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
December 7, [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** [redacted] We have been unable to complete the investigation of [redacted] complaint Although [redacted] provided her name and address in the complaint, we could not locate the service information for the appliance in questionIn order to investigate this matter thoroughly, we ask that [redacted] provide the repair address and telephone number used to schedule the repair, so we can locate her service call in our systemWe would appreciate it if [redacted] would respond to this correspondence with the requested informationIn the interim, we ask to have this matter closed, pending a response from [redacted] ***.We apologize to [redacted] for this issue and would appreciate the opportunity to address this matter Sincerely, [redacted] ***Regulatory Complaints Specialist
November 20, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order.It is unfortunate that we failed *** [redacted] expectations and we can understand her frustration with the series of events detailed in her complaintWe regret that this incident occurred, 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 both online orders, we found that [redacted] was not charged $for the first order [redacted] and her gift cards currently have the full balanceAdditionally, we verified that she was not charged on her [redacted] card for that order eitherAccording to Sears Online there was an error within the system that did not allow the order to process properlyHowever, another order was placed [redacted] the next day with a discount of $which brought her final total to $Unfortunately, Sears was unable to complete delivery any sooner since the product was not available from the manufacturer until November 17, We apologize again for any inconvenience [redacted] may have experienced and hope that in the future she will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: today 12/1/Sears sent a technician to evaluate the problem with window( I paid $) Technician told me window is sagging and needs to be lifted Not a manufacturer defect My receipt which was given to me after work was done ( I couldn't review wording of warranty ) says LIFETIME WARRANTY in the additional information section LIFETIME WARRANTY Sincerely, [redacted]
February 9, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the purchase of her range Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] ***n, Service Recovery Specialist, who states the following: I spoke with Ms [redacted] and she explained everything in detail to me regarding the range issueShe advised that on her bill for the Sears Account she opened when first placing her order, she is being over charged in the amount of $Ms [redacted] advised that the Store Associate told her on 1/13/that he would refund her the delivery fee and $for the inconveniencesShe believes this is the amount that still has not been deducted from her account I’ve reviewed all the receipts, and I’m unsure exactly what was done when ringing up her order; however I do not see any refund or credit in the amounts Ms [redacted] has mentionedI advised Ms [redacted] that I will go ahead and credit her Sears Account in the amount of $ Ms [redacted] accepted this as resolution for the Revdex.com Complaint That being said, because we have provided Ms [redacted] with an agreed upon resolution, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: There is still no answer as to why the order wasn't canceled on May 12, when it was confirmed verbally by Sears that it would beFurthermore, I was told my account would be refunded within 3-days, which it was notAlthough there may be confusion regarding what was purchased, I blame SearsAgain, I was contacted by Sears at appx1:15pm on May 20, saying the entire pool table, including the legs, sticks and balls was ready for pick upWho knows when I would've received my funds?! If it weren't for the two hours or more I spent arguing with disrespectful representatives about the additional 3-days I now had to wait due to Sears failing to cancel the order originally, you would still have a "pool table" for pick up and my moneyI am not satisfied with a partial response to this problem Sincerely, [redacted]
February 8, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her demand to be refunded for a laptop purchased through one of our third-party market place vendors As clarification, when an order is placed for an online item, our policy states that it cannot be canceledHowever, whenever possible, we do make every attempt to cancel if our customer requests thisIn Ms [redacted] case, since we were not the vendor she purchased from, all we were able to do is to reach out to the vendor to see if a cancelation was still possibleUnfortunately, they stated that the item had already shipped and could not be canceledThis particular vendor also does not accept returns for buyer’s remorseWhen Ms [redacted] contacted us wanting to cancel her order the reason she gave was that the agent entering it messed up her billing address, but if that was the only problem then it could have easily been corrected without canceling the orderSince she is so negative in her Revdex.com complaint, we can only assume that she did in fact have buyer’s remorse after placing the order, and again, the merchant does not accept refunds for that reasonIn fact, they only provide repairs or replacementIf Ms [redacted] requires either, she would need to contact the vendor is she is still within the timeframe that a repair or exchange is still availableOtherwise, since the item was not eligible for cancelation nor was it returnable from the moment she placed the order, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
February 17, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – Lorena [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’ complaint regarding the attempted repair of her washer and her request to receive a refund in full for the service We would first like to clarify that the reason Ms [redacted] was being asked to pay on one of the last service calls, is because the service order was not set up as a “recall” under the 90-day service guarantee and was instead scheduled under A&E Factory Service as the service provider rather than under SearsThat means the service order would not have linked back to the originalIf it had, then Ms [redacted] would not have been quoted any more for the repair besides the slight difference in price between the board we had already replaced twice, and the board that it was felt would provide a better resolution With that said, because of the confusion over that service order and Ms [redacted] ’ request to just receive a refund, we felt it was reasonable to refund her in fullAs such, we found that the part had already been refunded via a mailed bank check for $issued on January 28, So we issued a new refund today, also via a mailed bank check, for $The first check has most likely arrived already since they normally take about weeks and the second one should arrive sometime before March 3, If Ms [redacted] did not receive the first check and/or if she does not receive the second, then she is welcome to contact me via email at Dana[redacted] @searshc.com or via phone at [redacted] so that we can put a tracer on the checksIn the interim, since we have provided Ms [redacted] with her requested resolution, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana[redacted] @searshc.com
May 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order According to our records, the page for this item noted that it was sold in pieces as part of a two piece bundleThe page notes: “Must buy both boxes for complete table.” A copy of the screen shots has been sent to you as well as a copy of the order confirmation email sent to [redacted] The order confirmation emails states: “legs only (not complete table) box of 2.” Furthermore, each component says: “table top only” and “table legs only.” We apologize if this was not clear to [redacted] That said, our records reflect that his account was credited in full as of May 20, Once the funds have been released, it can take up to business days for [redacted] financial institution to post themIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to MrPadilla and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding an erroneous charge for a jewelry club on her Sears credit cardOur office provided a copy of [redacted] complaint to J [redacted] from Sears Credit [redacted] works for the Sears Credit Executive Response Unit for [redacted] the administrator of the Sears Credit Card [redacted] informed our office that [redacted] has investigated the issue and resolved in [redacted] favor and communicated that to her in writingIf [redacted] has any additional concerns she can contact [redacted] at [redacted] Since we have noted that [redacted] has resolved [redacted] concerns, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 12, Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: #– Michael [redacted] Dear Ms [redacted] : We have been unable to complete the investigation of Mr***’s complaint regarding non-receipt of a partial credit for a lawn mower deck he ordered from Sears Parts DirectPenny Kennedy, Member Support Manager for Sears Parts Direct, has attempted to contact Mr [redacted] by telephone, but has not been able to speak with him On February 11, 2016, she left a message with her contact information and asked that Mr [redacted] call to discuss his issue further; however, he has not yet responded Until we have an opportunity to discuss this matter with Mr***, we are unable to work toward a resolution If Mr [redacted] still needs assistance with this issue, he may contact Penny Kennedy at (800) 795-within business days from the date of this letter We ask to have this matter closed in the interim, pending Mr***’s responseWe apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
November 13, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a gift card refund for his cancelled sears.com order.It is unfortunate that we failed [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted We spoke with [redacted] the day before he filed this complaint, and reissued his gift card of $on the next day An email was sent directly to him on October 21, 2015, to notify him of the reissue and the time frame he could expect his gift card to arrive Our records indicate that [redacted] redeemed his gift card for the full amount on October 27, Therefore, at this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow sears.com the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted [redacted] comments and the requested resolution has been providedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] ***
April 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the delivery of his refrigerator and the return the hose he had purchased; as well as his request for a price adjustment on the refrigeratorIt is unfortunate that we failed [redacted] expectations when he recently scheduled a refrigerator deliveryWe value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherWe also apologize that [redacted] was misinformed that the purchase of his exchange sale did not qualify for our day price protectionWe would like to clarify, that our price protection is guaranteed days from the original purchase dateIf a consumer exchanges for the same model (due to damage or defect), then it would not qualifyHowever, [redacted] did select a different model, therefore, the purchase would qualify for the price protection; $As for the return of the hose, our return policy is also days from the original purchase date [redacted] did attempt to return after our day return period had expired and did not qualifyAs a good-will gesture, we offered to issue [redacted] a credit for the hose as well; On April 19, we issued [redacted] a total credit of $to his credit card ending in [redacted] The credit should post to his account within 3-business daysWith that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:I am outraged with their responseFirst of all I am a physician and I should be addressed as suchI was not issued a [redacted] Card as they indicated as a secondary cardI was issued a Sears credit cardI contacted all three credit bureaus and they told me that with my credit score of over I should never have been turned down for credit and that they have no record of this ever taking placeI am a practicing physician with over years in the business world and my credit has never been put in questionSears also says that I signed something to the effect of being issued a secondary credit cardI never didWhere is the proof that I signed thisEven if I did, and I did not, I was issued a primary Sears credit card and not a secondary card issued to people with poor creditI am asking for my $applied to the credit card that I used to make this purchase since they said my credit was denied and it was not Sincerely, [redacted] ***
May 24, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] : We have completed the investigation o [redacted] rebuttal regarding his allegation that damage was done to his home by his washer We have received [redacted] ’s rebuttal and need to refer him to [redacted] , our third-party claims adjuster with his concernsThe fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted] ’s actions; their decision on any claim is final [redacted] should contact [redacted] his claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted] , they provide an official response representing Sears Because we have referred [redacted] to [redacted] for assistance with his claim, we have closed our file We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
December 3, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] – [redacted] ***Dear Ms [redacted] :We have completed the investigation of Ms [redacted] complaint regarding the estimate she was given to repair her washer.We would like to note that while Ms [redacted] implies she waited until October 5th and the part had not arrived before she explored other options, our records show that the new washer was purchased September 29, Additionally, while the part was temporarily on back-order from GE, something we would not know until the part was ordered and GE informed us of this, it was only a very short delay and the part shipped on September 29, 2015, and would have arrived before the scheduled service date of October 2ndSecondly, when we do have customers that reconsider their decision to proceed with a repair, our process would be to refund them for the part once it is returned back to us, and then refund for any labor we might have collected on the first visitHowever, we would still retain the non-refundable minimum fee of $79.00, as that fee would have been due even on the first visit if the estimate was declinedWe apologize that Ms [redacted] was given incorrect information from store management that we would normally refund in full, as this was not the caseWith that said, prior to our receipt of Ms [redacted] Revdex.com complaint, our customer support group had already refunded her for the charges above the minimum fee, and because the store requested that she be refunded the rest as the store manager had made this commitment, they had also refunded the remaining amount retainedSo on October 23, 2015, she was refunded $and on October 30, 2015, she was refunded the remaining $As this was the resolution Ms [redacted] was requesting, we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [email protected]
April 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed our investigation of [redacted] complaint regarding the service on her refrigeratorAfter reviewing the service history and discussing the issue with our support engineers we have authorized a replacement of the refrigeratorI spoke with [redacted] and we have processed a replacement for customer satisfaction reasons and delivery is set for April 27, [redacted] has been provided with my direct contact information if he requires additional assistance on this issue in the mean time we have closed this complaint as the resolution provided was acceptable to [redacted] We apologize to [redacted] 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 concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
December 3, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item he wished to orderAs clarification, the only amp [redacted] branded chain saw listed on our site now is sold by a third party seller, CPO Outlets and the price is $It is possible that the item may have been listed for the price [redacted] mentions, but it has since been removed if soWhile we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occur Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedWe also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedPer our terms and conditions, we are not required to honor an incorrect price even if it was an item sold by SearsIf [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http:// [redacted] We have also included below a small excerpt specifically regarding pricing errors:“Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.”With that said, since our response is in accordance with the posted terms and conditions that govern our website, we are unable to honor his request to provide the merchandise for the incorrect price; therefore, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his order and his transactions It is unfortunate if we failed Mr [redacted] expectations and we can understand his dissatisfaction with the series of events detailed in his complaintWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the complaint filed we found that Mr [redacted] had previously been in contact with Sears (EMS) Executive Member Support teamEMS explained that the order was originally purchased with the [redacted] card on January 2, However, the credit card that Mr [redacted] provided to Sears Lakeline was his [redacted] debit cardThe refund should have been returned to the original form of payment ( [redacted] card) when Mr [redacted] returned to the store for his refundAdditionally, the very same day Sears Offline had processed a refund correctly back to his [redacted] card as well but were unaware that Mr [redacted] had returned to the store for a refund which led to him receiving a double refundAccordingly, Sears has since reversed the charges on Mr [redacted] to correct this matterSince we have confirmed that the charges/credits have been corrected properly, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Ms [redacted] complaint regarding her range According to our records, Ms [redacted] range was purchased on January 30, We could not locate any other range purchase with the information she providedBased on that information, Ms [redacted] range would be approximately years old at this point in time and her manufacturer’s warranty would have expired on February 1, 2011; therefore, any repair or replacement costs would be her responsibility as she chose not purchase any extended coverage There are no related recalls on file from the manufacturer on this modelFurthermore, there are notes in the owner’s manual on page that state: “most oven doors contain glass that can break Do not close the oven door until all the oven racks are fully in place Do not hit the glass with pots, pans or any other object Scratching, hitting, jarring, or stressing the glass may weaken its structure causing an increased risk of breakage at a later time.” If the door glass is hit small fractures can occur and over time, the heat can cause the glass to expand and then finally to shatterThis can be avoided by carefully refraining from hitting the glassEven if Ms [redacted] manufacturer’s warranty were still in effect, such an occurrence would be excluded as it would indicate that the instructions in the owner’s manual were not followedWe would also like to note that although Ms [redacted] noted that her glass has been replaced several times, we have no repair records on file under the information she providedIf the glass is not replaced properly, it can also cause the shattering she is speaking ofAs far as the damage Ms [redacted] mentioned in concerned, this would also have been excluded as a provision of the manufacturer’s warranty if this had occurred while the item was covered At this time, we are willing to offer to waive half of the cost it would take for us to replace the door if Sears performs the repairAs an alternative, we are willing to discount the purchase of a new range from Sears by 15% off of the lowest price as a courtesyThis would apply in addition to current sales prices, but not to floor model, previously used, refurbished, clearance, close out or outlet merchandiseShould Md [redacted] wish to accept one of our offers, she may contact me via email at [redacted] during business hours and I will make the necessary arrangementsWe want to stress that both of these offers have been made a gesture of appreciation for Ms [redacted] patronage and not an obligation In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
March 29, Revdex.com [redacted] North Wabash Ave., SteChicago, IL Our File No: [redacted] Revdex.com File No: [redacted] Via: Revdex.com Website [redacted] This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with [redacted] After a full review of [redacted] file it appears he is due back his full initial payment We have gone ahead and credited [redacted] Sears [redacted] account to this effectAt this time, we respectfully request that you close your fileOn behalf of SHIP, please know that we value [redacted] as a customer and appreciate his patronageIf you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted]
December 7, [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** [redacted] We have been unable to complete the investigation of [redacted] complaint Although [redacted] provided her name and address in the complaint, we could not locate the service information for the appliance in questionIn order to investigate this matter thoroughly, we ask that [redacted] provide the repair address and telephone number used to schedule the repair, so we can locate her service call in our systemWe would appreciate it if [redacted] would respond to this correspondence with the requested informationIn the interim, we ask to have this matter closed, pending a response from [redacted] ***.We apologize to [redacted] for this issue and would appreciate the opportunity to address this matter Sincerely, [redacted] ***Regulatory Complaints Specialist