March 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item he wished to purchase [redacted] Store Manager, provided the following response: We have spoken with [redacted] and he was provided with a resolution that he found to be acceptable Should [redacted] have any further concerns, I ( [redacted] may be reached during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed 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 Complaint Specialist Sears Holdings Corporation
Complaint: I am rejecting this response because: It looks like nobody is responsible for anything in searI didn't provide any pictures because I talked to sear representative over phone and received this email Sears.com Order # Shopping [email protected] Dec at 4:PMToelena***@yahoo.com Hide Message body Dear Elena,Thank you for shopping at Sears.com!In regards to the order number 956831748( Hercules Contemporary Wall Entertainment unit in cherry finish ) , we are sorry to hear that you have received wrong item.we tried issuing call tag( UPS pick up) but we were unable to do so because the item is more than pounds.You can keep the item or return the item by your own we will process you the complete refund.We also offer you 10% discount on your next purchase.We apologize for the inconvenience causedhttp://www.sears.com Thank you, Calistha.Y Sears Member Services 1-800-366- Sincerely, Elena ***
November 7, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation [redacted] complaint regarding his dissatisfaction with Sears Home Services.First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager and Routing Manager for further review We appreciate the opportunity to address the customer service/scheduling issues outlined within [redacted] complaint, so that future problems can be averted On November 5, 2015, the technician returned to [redacted] home to install a new motor for the icemaker Once the motor was installed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience [redacted] may have experienced due to the delay in repairing his refrigerator As a conciliatory gesture, [redacted] with unit [redacted] offered a six-month extension to the protection agreement carried on the refrigerator, which [redacted] acceptedWith that said, since we have completed the repair to [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to Mrand [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] ***Regulatory Complaints Specialist
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her request for a refund for a humidifier her mother, [redacted] purchased from a marketplace seller hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like another well-known online retailer, we offer our own merchandise and we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to items and services sold by Sears, there is a tab that may be used to narrow the results returned to show only the items sold by Sears With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges This is stated whenever a Marketplace item is selected and the seller name is shown on the item page, on the order selection page, in the shopping cart, and in the order confirmation Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case [redacted] and [redacted] have not yet become familiar with it: Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our websiteIf your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears storeYour merchant's profile, which contains their specific return policy, is available via the product page Return policies may vary for products sold and fulfilled by third-party merchants other than SearsSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant Please note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final [redacted] purchased her dehumidifier from Stores, a seller hosted by the sears.com website This was stated on the page she visited and a link to the seller’s page was provided, so she could easily review their policies and contact information before completing her purchase [redacted] Stores has posted the following in regard to returns and warranty service: All unopened unused items can be returned to us for a refund within days from the date of delivery subject to a 15% restocking feeWe do not accept any opened or used items, even if the item has been wrongly ordered by youIn case of a damaged/defective item you can return the item to us for a replacement/refund within days from the date of delivery, subject to us verifying the damage/defectWarranty Policy Different items have different warranty policiesAll warranties, if any, are provided by the manufacturer directly and not by usWe request you to please contact the manufacturer before purchasing if you have any doubt about the warranty of the itemCancellation of Orders Our records do confirm that [redacted] contacted Sears Customer Service for assistance and was correctly advised that she must contact the seller regarding with questions about her purchase, and the warranty provider if she would to set up a repair if she would like to receive any warranty benefits she may be entitled, such as a repair at no cost if that is what her warranty offers In fact, [redacted] ’s Owner’s Manual specifically states, “This [redacted] portable dehumidifier is warranted, to the original owner within the continental states, for one year from the date of purchase against defects in material and workmanship under use and service.” “To obtain service or information, contact [redacted] via email at [redacted] or call [redacted] As such, any obligations for services and parts under this warranty must be performed or authorized by [redacted] While we can certainly understand [redacted] and [redacted] disappointment with the failure of the dehumidifier, Sears did not retain payment for the item and is not the obligor of the warranty Therefore, we can only assure her that her concerns have been documented and that we do compile this information so that we may reveal any negative trends and consider changes that may be necessary for the satisfaction of our customers and our own business objectives Since we have provided information appropriate to the terms of [redacted] ’s purchase and included documentation to further assist her, 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, [redacted] Regulatory Complaint Specialist [redacted] ***
May 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed both our response and [redacted] rebuttal, and we do not find that she has brought any new information to her complaint As we noted before, her purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within days from the date of purchaseIf [redacted] has determined that the unit is un-repairable, then [redacted] , as the manufacturer and obligor of the warranty would need to replace the unit Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In [redacted] case we do apologize that we failed her expectations, but we feel our response is relative to the circumstances and our decision is final 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 Complaint Specialist Sears Holdings Corporation [redacted]
April 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order As clarification, while 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 occurShould 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 granted We 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 cached In [redacted] case, it seems there was pricing error and the pricing listed was incorrectPer our terms and conditions, we would be obligated to honor his requestIf [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://www.sears.com [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, we did agree to provide [redacted] with a refund for his gifts as a courtesy even though they specifically note that they are not redeemable for cash since he did not want to make another orderSince our refusal to honor the incorrect price was just in accordance with the posted terms and conditions that govern our website, we remain unable to honor [redacted] request to receive this priceAs this decision is commensurate to the circumstances, we have closed our file We apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
March 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto CenterFirst, we would like to apologize to [redacted] for failing his expectations when he recently purchased tires for his vehicle from his local Sears Auto Center Upon receiving [redacted] ’s concerns, we contacted Auto Center Manager [redacted] for assistance [redacted] responded that he spoke with [redacted] on March 17, 2016, in regard to his concerns with the wrong mileage being entered into the system [redacted] explained that although the invoice could not be changed, he would notate the correct mileage in the system under his customer information in the comment section This information will be accessible by any Sears Auto Center, so [redacted] should have no issues in regard to the Road Hazard warranty Additionally, he explained that the QSE attached to the paperwork [redacted] was given has the correct mileage on it Lastly, [redacted] has coached his customer service team on the importance of accurately noting information on the invoice With that said, since it is our understanding that [redacted] is satisfied with the aforementioned actions taken by the Auto Center Manager to address his concerns, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
April 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the repair of his tv We have reviewed *** [redacted] service history and our records show that it was our technician’s determination that the damage done to screen was caused by the customer Unfortunately, the manufacturer’s warranty does not cover any repairs due to negligence or accidental damage by the customer Should [redacted] want to repair his tv it would be done at his expense That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed 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]
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her request to receive a price match adjustment As clarification, our Price Match Policy states: “Price match is eligible only on the day you make your purchase.” However, the first contact we have on record from Ms [redacted] requesting her price match was received two days after she placed her orderAs such, she would not have qualified for the adjustmentDespite this fact, we provided her with a credit for $on January 10, as a courtesySince we were not obligated to honor Ms [redacted] request according to our Price Match Policy, but we have provided an alternative as a gesture of good will, we have closed our file Again, 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 Sears Holdings Corporation [redacted]
March 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her allegation that our technician improperly serviced her washer which subsequently caused extensive damageUpon receipt of [redacted] complaint we reviewed the notes on the service order and the case notes related to the washer repairAccording to the notes, [redacted] has been working with [redacted] Customer Advocate with our Strategic Member Support [redacted] reported that on March 3, we issued [redacted] two credits for the service refund; $and $On March 15, [redacted] confirmed that she had received both refunds [redacted] also provided [redacted] the authorization information for a replacement washerOn March 16, [redacted] accepted the offer and she made a selectionThe replacement washer is expected to be delivered on March 21, In the interim, 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 want to correct Sears' representatives misconceptions concerning several issuesWhile we did not contact Sears until November 2015, we had been experiencing trouble with the dishwasher for several months previous to that timeWe thought the issue would work itself out, but it did notSpecifically, the dishwasher was inconsistently cleaning the dishesEventually, the problem became so severe that we called the company, in November, 2015.In addition to the company not being able to rectify the problem, the timing and attitude we received from the representatives was not professional, and not what we expected when we made an investment in the Sears companyThe first time I called, the individual made a decision that the dispenser was the problemThe repairman stated, when he arrived, that the dispenser was not the problem; yet he replaced it and did not troubleshoot or do any other examination of the dishwasher besides replace the part that he said was not causing the problem.When the dishwasher continued to not work and I called again, the representative stated that my dissatisfaction with the quality of the washing was not Sears' problemYes, those were her wordsShe only agreed to have someone come out and do regular maintenanceIt was only by my calling back at different #s that we got a repairman to come again.Fast forward and when he came for the fourth time, yes, he stated he couldn't get the dishwasher outHe stated it would hit the sides of the cabinetsI am not a dishwasher repairman, and so I wasn't able to get it outHowever, a family member came over the next day after the repairman had left, adjusted a lever on the dishwasher, and pulled it out- no damage to the cabinets, or anything- minutesI would think that a trained repairman would be familiar with height levers on the dishwasher.Each time we called and finally got someone to come, there was about a 3-week interval between call and repairman arrivalThe last time he came, the repairman actually took all the parts Sears had sent (including a new motor)Considering that at that point we had been working months to resolve the problem and had heard from Sears reps that quality wasn't their responsibility and that it was impossible to take out a dishwasher that only required manipulation of a lever included on the dishwasher, we were justified in believing that Sears did not intend or was incapable of fixing the problem That is why we request the refund of the dishwasher and service agreement contract price Before contacting Revdex.com, I wrote a letter to SearsA representative called back, and said that if he were the consumer, he would have responded as I didHe offered a $gift card, acknowledging that Sears had not handled the situation correctlyI declined the offer, because $does not cover the cost of the dishwasher and service agreement, neither of which were sufficient to clean our dishes over a month periodSincerely, [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her service experience.We apologize for the delay in responding to this complaintWe are currently waiting for a report from our service unit regarding the services on Ms [redacted] washerOnce we have that report we will provide a full response to Ms [redacted] complaintIn the interim, should Ms [redacted] have any questions, she may contact me directly at [redacted] We apologize again 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 SpecialistSears Holdings Corporation [redacted]
November 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.Upon receiving *** [redacted] complaint, we escalated her concerns to [redacted] I, Auto Center Manager of Unit# [redacted] who states the following: [redacted] did not bring the car in but rather [redacted] *** [redacted] did not ask us to look at the car to determine where his strange noise was coming from or to evaluate anything Although I did not wait on [redacted] ***, I was present on the sales floor when he came in [redacted] stated that he wanted tires for the front, complete struts for the front, and a front end alignment Again, he did not request that we evaluate his vehicle for any noisesThese repairs came to approximately $1,which he authorized Upon inspection we found that the vehicle had hit something as the front bumper was very loose as was the license plate and the plastic undercarriage had missing push pins so that was also loose It was determined that in order to install the struts and perform the alignment, he would have to also replace the control arm and sway bar links in the front *** [redacted] was notified and he authorized these repairs which brought the total to approximately $1, A week later [redacted] *** [redacted] returned stating he was hearing a noiseWe therefore looked at his and the only thing that might be causing this would be a ball joint [redacted] authorized this repair to be done for approximately $ A week later, [redacted] called stating she was hearing a strange whistling noise but it was intermittent We invited her in so we could look at vehicle The vehicle was taken on a test drive however we could not pin point her noiseThere were noises coming from the loose front bumper and plastic shield that was also loose The only whistling noise we could locate was when turning rear wheels there was a squeak that was intermittent We therefore suggested that we do a complete brake evaluation so we could see if it was indeed a caliper making the noise and I would work with her once we knew what the issue was [redacted] did not want us to remove her rear tires or do an evaluation at that timeShe stated to me she wanted to think about it first and would get back to me At this time, I have not heard back from [redacted] *** The total for repairs on this vehicle came to $1,800.00, not $2,as she statedAll repairs were authorized by *** *** As a brake evaluation has still not been authorized for us to do, we do not know what, if anything she needs We have not done anything wrong and are always willing to work with our customers That being said, because we have addressed [redacted] ***’ complaint, we respectfully request 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 concerns.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: when I contacted Sears corporate office they assured me that this order would be canceled so you can understand my concern that the corporate office I will place his biggest Sears is lying to youMy credit card was charged by Sears my problem is with Sears the company who charged my credit card my business was with them my grievance is with them and it was their poor ordertaking which led to the cancellation in the first place so when you contact Sears corporate office and ask them why they choose to lie to people Sincerely, [redacted]
December 15, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Johanna [redacted] - # 10951255Dear Ms [redacted] :We have completed the investigation of Ms***’ complaint regarding her range.Ms [redacted] was scheduled to have her repair completed today, December 15, 2015, but when the technician arrived, no one was homeAs clarification, even though Ms [redacted] would like her range replaced, she is only entitled to a repair Furthermore, Sears Home Services has made several efforts to fulfill their obligation under the Master Protection Agreement (MPA) to repair the range, but Ms [redacted] has not been readily available for service When Ms***’ schedule permits, she can call District Operations Manager Craig [redacted] at [redacted] to schedule an appointment to have her repair completed In the interim, since we are unable to complete the repair to Ms [redacted] range without her cooperation, we ask that this matter be closedWe appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints Specialist
Complaint: [redacted] There is no information regarding this business on the site to contact them and when I called they did not tell me to contact anyone they said they would contact the seller and cancle Also I have done a web search of this seller and it is nothing but complaint against them and sears because the do not deliver the items etc And sears just gives them the run around as they did me luckily I did get a refund but most of the other have not got thier product or a refundbut this company has sold on sears under a different name before and they have not changed and sears continues to let them do business under their name and rip customers off I believe the only reason I did get a refund is because I finally became aggressive on trying to get a refund and not only contacted the bank and started a fraud complaint against the charge I also contacted the media about what was going on and the way sears was treating their customers and yes it was aired I am rejecting this response because: Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Carry In Service and repairs to his mowerWe reiterate that when our small engine repair technician checked on [redacted] lawnmower he found that there was no oil in the engineThe repair to repair the damage to the engine due to no oil is not covered by the warrantyIn summary, it is always the consumer’s responsibility to check the engine fluids and make sure that they are at the fill level before operating any type of equipmentSince the engine damage is due to insufficient amount of oil within the engine, we will not be able to repair the mower at no chargeWe have provided a copy of the mowers warranty for reviewSince we have noted our response to [redacted] complaint, we ask that this complaint remain 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]
May 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated his concerns to [redacted] ***, Auto Center Manager of unit# [redacted] who states the following: Mr [redacted] came into the store on 4/29/with one of his tires damaged and un-repairable that was purchased on 6/22/ The tire was not in stock when Mr [redacted] came in on the 4/29/ [redacted] the sales associate that was helping Mr [redacted] , checked all the local stores and no one had the tire [redacted] also called [redacted] Tires and that found out that the tire had been discontinued I then checked the all the Sears stores in the company and located one tire out in Peoria, IL Store# [redacted] and I had the manager ship that tire to my store Mr [redacted] was told that we were getting the tire from another store that was in Illinois The tire came in on Monday morning (5/09/2016) by [redacted] delivery and Mr [redacted] was called twice on Monday Once call was made by ***, our stock associate who spoke with a female that identified herself as Mr [redacted] wife The other call was made by [redacted] and she spoke with Mr [redacted] and scheduled an appointment for himThat being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [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]
March 10, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated his concerns to [redacted] , District Service Manager, who states the following: After doing an investigation on this the claim that we put the part on without the [redacted] knowledge is unfounded [redacted] came in for tires and an alignmentAfter looking at the vehicle, the store found that the front end had play in it and could not do the alignment without replacing an inner and outer tie rodThey also found that a hub assembly had play in itAfter speaking to [redacted] he approved the work to be done, and signed the work order for us to do the workIt appears that after the work was performed, [redacted] looked into it and remembered that they had had a hub replaced at a different garageThe work was approved and preformed according to the customers wishesI have attached a sign copy of both the work order approving the work, and the Invoice when it was paid for That being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed 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]
Complaint: [redacted] I am rejecting this response because: No action taken by business Sincerely, Ronald M [redacted]
March 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of an item he wished to purchase [redacted] Store Manager, provided the following response: We have spoken with [redacted] and he was provided with a resolution that he found to be acceptable Should [redacted] have any further concerns, I ( [redacted] may be reached during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed 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 Complaint Specialist Sears Holdings Corporation
Complaint: I am rejecting this response because: It looks like nobody is responsible for anything in searI didn't provide any pictures because I talked to sear representative over phone and received this email Sears.com Order # Shopping [email protected] Dec at 4:PMToelena***@yahoo.com Hide Message body Dear Elena,Thank you for shopping at Sears.com!In regards to the order number 956831748( Hercules Contemporary Wall Entertainment unit in cherry finish ) , we are sorry to hear that you have received wrong item.we tried issuing call tag( UPS pick up) but we were unable to do so because the item is more than pounds.You can keep the item or return the item by your own we will process you the complete refund.We also offer you 10% discount on your next purchase.We apologize for the inconvenience causedhttp://www.sears.com Thank you, Calistha.Y Sears Member Services 1-800-366- Sincerely, Elena ***
November 7, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation [redacted] complaint regarding his dissatisfaction with Sears Home Services.First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager and Routing Manager for further review We appreciate the opportunity to address the customer service/scheduling issues outlined within [redacted] complaint, so that future problems can be averted On November 5, 2015, the technician returned to [redacted] home to install a new motor for the icemaker Once the motor was installed, the refrigerator was tested and found to be operating properlyAgain, we sincerely regret any inconvenience [redacted] may have experienced due to the delay in repairing his refrigerator As a conciliatory gesture, [redacted] with unit [redacted] offered a six-month extension to the protection agreement carried on the refrigerator, which [redacted] acceptedWith that said, since we have completed the repair to [redacted] refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to Mrand [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] ***Regulatory Complaints Specialist
March 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her request for a refund for a humidifier her mother, [redacted] purchased from a marketplace seller hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like another well-known online retailer, we offer our own merchandise and we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to items and services sold by Sears, there is a tab that may be used to narrow the results returned to show only the items sold by Sears With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges This is stated whenever a Marketplace item is selected and the seller name is shown on the item page, on the order selection page, in the shopping cart, and in the order confirmation Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case [redacted] and [redacted] have not yet become familiar with it: Returning Marketplace Items Sears.com partners with marketplace merchants who sell items on our websiteIf your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears storeYour merchant's profile, which contains their specific return policy, is available via the product page Return policies may vary for products sold and fulfilled by third-party merchants other than SearsSee individual merchant profile, accessible from product detail pages, for applicable merchant return policiesAll returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant Please note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this timeAll international sales of products sold or fulfilled by these third-party merchants are final [redacted] purchased her dehumidifier from Stores, a seller hosted by the sears.com website This was stated on the page she visited and a link to the seller’s page was provided, so she could easily review their policies and contact information before completing her purchase [redacted] Stores has posted the following in regard to returns and warranty service: All unopened unused items can be returned to us for a refund within days from the date of delivery subject to a 15% restocking feeWe do not accept any opened or used items, even if the item has been wrongly ordered by youIn case of a damaged/defective item you can return the item to us for a replacement/refund within days from the date of delivery, subject to us verifying the damage/defectWarranty Policy Different items have different warranty policiesAll warranties, if any, are provided by the manufacturer directly and not by usWe request you to please contact the manufacturer before purchasing if you have any doubt about the warranty of the itemCancellation of Orders Our records do confirm that [redacted] contacted Sears Customer Service for assistance and was correctly advised that she must contact the seller regarding with questions about her purchase, and the warranty provider if she would to set up a repair if she would like to receive any warranty benefits she may be entitled, such as a repair at no cost if that is what her warranty offers In fact, [redacted] ’s Owner’s Manual specifically states, “This [redacted] portable dehumidifier is warranted, to the original owner within the continental states, for one year from the date of purchase against defects in material and workmanship under use and service.” “To obtain service or information, contact [redacted] via email at [redacted] or call [redacted] As such, any obligations for services and parts under this warranty must be performed or authorized by [redacted] While we can certainly understand [redacted] and [redacted] disappointment with the failure of the dehumidifier, Sears did not retain payment for the item and is not the obligor of the warranty Therefore, we can only assure her that her concerns have been documented and that we do compile this information so that we may reveal any negative trends and consider changes that may be necessary for the satisfaction of our customers and our own business objectives Since we have provided information appropriate to the terms of [redacted] ’s purchase and included documentation to further assist her, 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, [redacted] Regulatory Complaint Specialist [redacted] ***
May 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have reviewed both our response and [redacted] rebuttal, and we do not find that she has brought any new information to her complaint As we noted before, her purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within days from the date of purchaseIf [redacted] has determined that the unit is un-repairable, then [redacted] , as the manufacturer and obligor of the warranty would need to replace the unit Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In [redacted] case we do apologize that we failed her expectations, but we feel our response is relative to the circumstances and our decision is final 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 Complaint Specialist Sears Holdings Corporation [redacted]
April 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order As clarification, while 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 occurShould 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 granted We 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 cached In [redacted] case, it seems there was pricing error and the pricing listed was incorrectPer our terms and conditions, we would be obligated to honor his requestIf [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://www.sears.com [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, we did agree to provide [redacted] with a refund for his gifts as a courtesy even though they specifically note that they are not redeemable for cash since he did not want to make another orderSince our refusal to honor the incorrect price was just in accordance with the posted terms and conditions that govern our website, we remain unable to honor [redacted] request to receive this priceAs this decision is commensurate to the circumstances, we have closed our file We apologize to [redacted] appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
March 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto CenterFirst, we would like to apologize to [redacted] for failing his expectations when he recently purchased tires for his vehicle from his local Sears Auto Center Upon receiving [redacted] ’s concerns, we contacted Auto Center Manager [redacted] for assistance [redacted] responded that he spoke with [redacted] on March 17, 2016, in regard to his concerns with the wrong mileage being entered into the system [redacted] explained that although the invoice could not be changed, he would notate the correct mileage in the system under his customer information in the comment section This information will be accessible by any Sears Auto Center, so [redacted] should have no issues in regard to the Road Hazard warranty Additionally, he explained that the QSE attached to the paperwork [redacted] was given has the correct mileage on it Lastly, [redacted] has coached his customer service team on the importance of accurately noting information on the invoice With that said, since it is our understanding that [redacted] is satisfied with the aforementioned actions taken by the Auto Center Manager to address his concerns, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
April 1, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the repair of his tv We have reviewed *** [redacted] service history and our records show that it was our technician’s determination that the damage done to screen was caused by the customer Unfortunately, the manufacturer’s warranty does not cover any repairs due to negligence or accidental damage by the customer Should [redacted] want to repair his tv it would be done at his expense That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed 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]
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her request to receive a price match adjustment As clarification, our Price Match Policy states: “Price match is eligible only on the day you make your purchase.” However, the first contact we have on record from Ms [redacted] requesting her price match was received two days after she placed her orderAs such, she would not have qualified for the adjustmentDespite this fact, we provided her with a credit for $on January 10, as a courtesySince we were not obligated to honor Ms [redacted] request according to our Price Match Policy, but we have provided an alternative as a gesture of good will, we have closed our file Again, 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 Sears Holdings Corporation [redacted]
March 17, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her allegation that our technician improperly serviced her washer which subsequently caused extensive damageUpon receipt of [redacted] complaint we reviewed the notes on the service order and the case notes related to the washer repairAccording to the notes, [redacted] has been working with [redacted] Customer Advocate with our Strategic Member Support [redacted] reported that on March 3, we issued [redacted] two credits for the service refund; $and $On March 15, [redacted] confirmed that she had received both refunds [redacted] also provided [redacted] the authorization information for a replacement washerOn March 16, [redacted] accepted the offer and she made a selectionThe replacement washer is expected to be delivered on March 21, In the interim, 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 want to correct Sears' representatives misconceptions concerning several issuesWhile we did not contact Sears until November 2015, we had been experiencing trouble with the dishwasher for several months previous to that timeWe thought the issue would work itself out, but it did notSpecifically, the dishwasher was inconsistently cleaning the dishesEventually, the problem became so severe that we called the company, in November, 2015.In addition to the company not being able to rectify the problem, the timing and attitude we received from the representatives was not professional, and not what we expected when we made an investment in the Sears companyThe first time I called, the individual made a decision that the dispenser was the problemThe repairman stated, when he arrived, that the dispenser was not the problem; yet he replaced it and did not troubleshoot or do any other examination of the dishwasher besides replace the part that he said was not causing the problem.When the dishwasher continued to not work and I called again, the representative stated that my dissatisfaction with the quality of the washing was not Sears' problemYes, those were her wordsShe only agreed to have someone come out and do regular maintenanceIt was only by my calling back at different #s that we got a repairman to come again.Fast forward and when he came for the fourth time, yes, he stated he couldn't get the dishwasher outHe stated it would hit the sides of the cabinetsI am not a dishwasher repairman, and so I wasn't able to get it outHowever, a family member came over the next day after the repairman had left, adjusted a lever on the dishwasher, and pulled it out- no damage to the cabinets, or anything- minutesI would think that a trained repairman would be familiar with height levers on the dishwasher.Each time we called and finally got someone to come, there was about a 3-week interval between call and repairman arrivalThe last time he came, the repairman actually took all the parts Sears had sent (including a new motor)Considering that at that point we had been working months to resolve the problem and had heard from Sears reps that quality wasn't their responsibility and that it was impossible to take out a dishwasher that only required manipulation of a lever included on the dishwasher, we were justified in believing that Sears did not intend or was incapable of fixing the problem That is why we request the refund of the dishwasher and service agreement contract price Before contacting Revdex.com, I wrote a letter to SearsA representative called back, and said that if he were the consumer, he would have responded as I didHe offered a $gift card, acknowledging that Sears had not handled the situation correctlyI declined the offer, because $does not cover the cost of the dishwasher and service agreement, neither of which were sufficient to clean our dishes over a month periodSincerely, [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have not fully completed our investigation of Ms [redacted] complaint regarding her service experience.We apologize for the delay in responding to this complaintWe are currently waiting for a report from our service unit regarding the services on Ms [redacted] washerOnce we have that report we will provide a full response to Ms [redacted] complaintIn the interim, should Ms [redacted] have any questions, she may contact me directly at [redacted] We apologize again 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 SpecialistSears Holdings Corporation [redacted]
November 16, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.Upon receiving *** [redacted] complaint, we escalated her concerns to [redacted] I, Auto Center Manager of Unit# [redacted] who states the following: [redacted] did not bring the car in but rather [redacted] *** [redacted] did not ask us to look at the car to determine where his strange noise was coming from or to evaluate anything Although I did not wait on [redacted] ***, I was present on the sales floor when he came in [redacted] stated that he wanted tires for the front, complete struts for the front, and a front end alignment Again, he did not request that we evaluate his vehicle for any noisesThese repairs came to approximately $1,which he authorized Upon inspection we found that the vehicle had hit something as the front bumper was very loose as was the license plate and the plastic undercarriage had missing push pins so that was also loose It was determined that in order to install the struts and perform the alignment, he would have to also replace the control arm and sway bar links in the front *** [redacted] was notified and he authorized these repairs which brought the total to approximately $1, A week later [redacted] *** [redacted] returned stating he was hearing a noiseWe therefore looked at his and the only thing that might be causing this would be a ball joint [redacted] authorized this repair to be done for approximately $ A week later, [redacted] called stating she was hearing a strange whistling noise but it was intermittent We invited her in so we could look at vehicle The vehicle was taken on a test drive however we could not pin point her noiseThere were noises coming from the loose front bumper and plastic shield that was also loose The only whistling noise we could locate was when turning rear wheels there was a squeak that was intermittent We therefore suggested that we do a complete brake evaluation so we could see if it was indeed a caliper making the noise and I would work with her once we knew what the issue was [redacted] did not want us to remove her rear tires or do an evaluation at that timeShe stated to me she wanted to think about it first and would get back to me At this time, I have not heard back from [redacted] *** The total for repairs on this vehicle came to $1,800.00, not $2,as she statedAll repairs were authorized by *** *** As a brake evaluation has still not been authorized for us to do, we do not know what, if anything she needs We have not done anything wrong and are always willing to work with our customers That being said, because we have addressed [redacted] ***’ complaint, we respectfully request 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 concerns.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: when I contacted Sears corporate office they assured me that this order would be canceled so you can understand my concern that the corporate office I will place his biggest Sears is lying to youMy credit card was charged by Sears my problem is with Sears the company who charged my credit card my business was with them my grievance is with them and it was their poor ordertaking which led to the cancellation in the first place so when you contact Sears corporate office and ask them why they choose to lie to people Sincerely, [redacted]
December 15, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Johanna [redacted] - # 10951255Dear Ms [redacted] :We have completed the investigation of Ms***’ complaint regarding her range.Ms [redacted] was scheduled to have her repair completed today, December 15, 2015, but when the technician arrived, no one was homeAs clarification, even though Ms [redacted] would like her range replaced, she is only entitled to a repair Furthermore, Sears Home Services has made several efforts to fulfill their obligation under the Master Protection Agreement (MPA) to repair the range, but Ms [redacted] has not been readily available for service When Ms***’ schedule permits, she can call District Operations Manager Craig [redacted] at [redacted] to schedule an appointment to have her repair completed In the interim, since we are unable to complete the repair to Ms [redacted] range without her cooperation, we ask that this matter be closedWe appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints Specialist
Complaint: [redacted] There is no information regarding this business on the site to contact them and when I called they did not tell me to contact anyone they said they would contact the seller and cancle Also I have done a web search of this seller and it is nothing but complaint against them and sears because the do not deliver the items etc And sears just gives them the run around as they did me luckily I did get a refund but most of the other have not got thier product or a refundbut this company has sold on sears under a different name before and they have not changed and sears continues to let them do business under their name and rip customers off I believe the only reason I did get a refund is because I finally became aggressive on trying to get a refund and not only contacted the bank and started a fraud complaint against the charge I also contacted the media about what was going on and the way sears was treating their customers and yes it was aired I am rejecting this response because: Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Carry In Service and repairs to his mowerWe reiterate that when our small engine repair technician checked on [redacted] lawnmower he found that there was no oil in the engineThe repair to repair the damage to the engine due to no oil is not covered by the warrantyIn summary, it is always the consumer’s responsibility to check the engine fluids and make sure that they are at the fill level before operating any type of equipmentSince the engine damage is due to insufficient amount of oil within the engine, we will not be able to repair the mower at no chargeWe have provided a copy of the mowers warranty for reviewSince we have noted our response to [redacted] complaint, we ask that this complaint remain 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]
May 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated his concerns to [redacted] ***, Auto Center Manager of unit# [redacted] who states the following: Mr [redacted] came into the store on 4/29/with one of his tires damaged and un-repairable that was purchased on 6/22/ The tire was not in stock when Mr [redacted] came in on the 4/29/ [redacted] the sales associate that was helping Mr [redacted] , checked all the local stores and no one had the tire [redacted] also called [redacted] Tires and that found out that the tire had been discontinued I then checked the all the Sears stores in the company and located one tire out in Peoria, IL Store# [redacted] and I had the manager ship that tire to my store Mr [redacted] was told that we were getting the tire from another store that was in Illinois The tire came in on Monday morning (5/09/2016) by [redacted] delivery and Mr [redacted] was called twice on Monday Once call was made by ***, our stock associate who spoke with a female that identified herself as Mr [redacted] wife The other call was made by [redacted] and she spoke with Mr [redacted] and scheduled an appointment for himThat being said, because we have addressed Mr [redacted] complaint, we respectfully request this complaint be closed We apologize to Mr [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]
March 10, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving [redacted] complaint, we escalated his concerns to [redacted] , District Service Manager, who states the following: After doing an investigation on this the claim that we put the part on without the [redacted] knowledge is unfounded [redacted] came in for tires and an alignmentAfter looking at the vehicle, the store found that the front end had play in it and could not do the alignment without replacing an inner and outer tie rodThey also found that a hub assembly had play in itAfter speaking to [redacted] he approved the work to be done, and signed the work order for us to do the workIt appears that after the work was performed, [redacted] looked into it and remembered that they had had a hub replaced at a different garageThe work was approved and preformed according to the customers wishesI have attached a sign copy of both the work order approving the work, and the Invoice when it was paid for That being said, because we have addressed [redacted] concerns, we respectfully request this complaint be closed 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]