November 11, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] *omplaint regarding her online order experience.After researching [redacted] order, we show that she placed an order with a Third Party Marketplace vendorFor [redacted] records [redacted] email is [redacted] with the telephone number of [redacted] and address which is located at [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site which we have included below:Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details.While Marketplace retailers have their own promotions, shipping charges, and refund, return and cancellation policies, Sears will periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our websiteIn [redacted] *ase, there were multiple attempts that were made in contacting [redacted] *hoes with no resolution Therefore, we have decided to submit a request for a refund of the two pair of boots [redacted] may dispose of the boots to her discretionA refund will be processed within to business days from today’s dateWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedShould [redacted] have any questions regarding the refund, she may contact me directly via email at [redacted] In the interim, we have noted [redacted] *oncerns 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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding an online order from Sears Outlet [redacted] Manager of the [redacted] Sears Outlet provided the following response: A new [redacted] Pro Series mower has been ordered and will be delivered to [redacted] home on Monday, April 25, This is the first available delivery date available [redacted] will be contacted by Sears Home Delivery the evening before the tractor will be delivered, providing him with his delivery timeIn the event [redacted] needs to reschedule, he can reach our Home Delivery office at [redacted] At this time, since we have ordered [redacted] a new, not reconditioned tractor, 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]
January 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her request to cancel and receive a refund for the [redacted] Mini Game Greatest Hits Learning Game she purchased from a Marketplace vendor hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destinationMuch like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller if there is a problem with their order Although we confirmed that Mrs [redacted] order shipped within days as expected, we contacted the seller on her behalf Because the order was already in transit, it arrived on December 5, 2015, but was returned by [redacted] because the addressee was not known at the delivery address provided by Mrs [redacted] Therefore, we again contacted the seller to begin the return process and Mrs [redacted] refund of $was issued to her [redacted] account ending in [redacted] on December 9, Since the requested resolution has been provided to Ms***, 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] ***
December 26, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #– Rami [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding being double charged for his order Upon receiving Mr***’s complaint we escalated his concerns to Lucas [redacted] , Store General Manager of Store# Mr [redacted] advised that Mr [redacted] was contacted and the refund was done under salescheck# [redacted] on December 26, We apologize for any inconveniences that this may have caused Mr*** That being said, because we have provided Mr [redacted] with his requested resolution, 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:My TV was replaced already and I am still having issues with my protection plan being transferred This response was ridiculous since he didn't even know the TV was already replaced finally and the fact that I had cancelled the repair and they still sent someone out I am now looking for the protection agreement I paid for to be transferred to the new TV I also had many issues in obtaining my replacement from managers who were demanding payments of $and rude store personnel and driving to different stores Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: it did not give the option and I never picked the option previously to have my stove installedSo that is not true and with purchases over 600-should be delivered and installed with deliveryWith other stores I have never had this issueAs stated before Sears does not care about their customers and I will not shop there againAnd I will tell everyone I know of this ordeal, and I know a lot of people being military and a healthcare professional, to not ever buy a appliance thereBetter yet nothingI will never pay additional money after paying for the appliance and delvery for them to come outMicrowave does not require a licensed electrician to install, it was installed without a issue by handyman for FREE! Sears is a money hungry company with horrible service Sincerely, [redacted] ***
[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions and the installation of her garage door opener [redacted] , Sears Garage Solutions, Support Specialist provided the following response:The local franchisee has informed our office that they have resolved [redacted] complaint to her satisfactionWe were informed that the garage door opener was installed on November 5, Additionally, we were advised that the local office provided Ms [redacted] with a $discountIf I can be of any additional assistance to Ms [redacted] , she can reach me at [redacted] Since we have noted our response to [redacted] complaint, we ask that this complaint be closedWe 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 Claims SpecialistSears Holdings Corporation [redacted]
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the delay in receiving his refund for the cancelled online orderFirstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [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 reviewed Mr [redacted] order and our records indicate that the online order was set for a store pick-upSince the store is the point of sale, it will handle any shipment, cancellation or refund of the orderOn December 19, Mr [redacted] contacted our online customer service regarding the refund and we submitted a research with the storeSince we did not receive a response from the store, our online research team processed a manual refund on December 29, Mr [redacted] was issued a credit of $to his credit card ending in [redacted] Additionally, we hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation uponWe respectfully ask that this matter be closed, since the requested resolution has been providedAgain, we apologize to Mr [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]
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a full refund for her cancelled sears.com order It is unfortunate that we failed [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our online associate tried to reach [redacted] on April 4, 2016, to discuss her concerns, but was unable to reach her Therefore, we sent an email directly to [redacted] to inform her that we issued separate credits in the amounts of $250.00, $250.00, and $218.49, to refund the remaining charges of $ This action was necessary because [redacted] informed us that she did not receive the check refund that is typically issued by our system when our members use a third party [redacted] gift card that may not accept refunds [redacted] may reply to our email if she has any further questions about this issue or her refund She is also welcome to contact Regulatory Complaint Specialist [redacted] at ( [redacted] if she needs further assistance with this issue We truly regret any inconvenience [redacted] may have experienced We hope that in the future she will allow us the opportunity to provide her 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 provided 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] ***
Complaint: [redacted] I am rejecting this response because:I only spoke with the SYWR representatives (of which they state the sweeps are not part of Sears)The only correspondence I had with the sweeps dept was by emailNo other representatives would ever speak on the sweeps dept behalfI feel like this again is another way to subside my concernI personally know other members that were able to spend points they received from that sweeps but yet mine were taken away and I feel unjustly tooEven if it was a malfunction the company is not taking any of the consequences but instead the consumer isPoints were taken away and not even anything done as an apology/token of their mistake Sincerely, [redacted] ***
December 29, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: #– Richard [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his Shop Your Way Reward (SYWR) accountWhile Mr [redacted] complaint does not clarify he is concerned about his SYWR account, from the research we were able to do, it appears this is the one he was temporarily locked out of due to the submission of multiple discount codes that were not validOur records indicate that he was provided with $in courtesy adjustment points in just the last several weeks, and since he has had his membership in 2013, he has been given approximately $in courtesy adjustments that are separate from any points he earned through promotions or purchasesWhile we understand Mr [redacted] found the situation frustrating when he filed his complaint, we are not able to provide him with his request for $in compensation, regardless of whether it was in points, store credit, or otherwiseHowever, we do think the adjustments provided so far are appropriate to the situationsSince our system shows that the problem has since been resolved with the lock-out on the account and the promised compensation was provided, we have closed our fileWe 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect line: [redacted] Email: Dana[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 8, 2015/01/15) */ Contact Name and Title: [redacted] Contact Email: [redacted] January 14, [redacted] We have completed the investigation of [redacted] complaint regarding receiving a refund for her gun safe Upon receiving [redacted] complaint, we escalated her concerns to [redacted] , Field Project Manager for Sears Hometown Stores who verified that [redacted] received a full refund for the safeThat being said, because we have provided [redacted] with her requested resolution, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
April 18, 2016Revdex.com [redacted] North Wabash Ave., Ste2006Chicago, IL 60611Our 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] *** On Thursday, our technician visited [redacted] to inspect and repair his water heater However, it was determined that the issue [redacted] was experiencing was related to the house plumbing hot water line leaking and not the hot water heater We do apologize if [redacted] had trouble scheduling his service call At 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 cc: [redacted] ***
Complaint: [redacted] I am rejecting this response because: I did not purchase this product on line or from a web siteI purchased this product in a physical storeSears may "close" this issue and, but I will actively denounce products and/or services offered by this businessI will also actively denounce [redacted] l as a Sears third party retailerI do not trust any business model that works in the manner that [redacted] l has behaved Sincerely, [redacted]
Nita [redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Ellysa [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding a refund from a cancelled order placed through www.searsoutlet.com.It is unfortunate that we failed Ms [redacted] expectations when the order placed through www.searsoutlet.com was cancelled and her refund was not received in a timely mannerWe value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Outlet as companyWe can assure Ms [redacted] that her concerns were forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that we have built their reputation upon, but we would understand if this is not possibleWhen I spoke with Ms [redacted] on Monday, November 30th, she informed me that she had been fully refunded for the aforementioned cancelled orderSince we have been informed that Ms [redacted] has received her refund, we ask that 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,Adam [redacted] Regulatory Claims SpecialistSears Holdings CorporationAdam[redacted] @searshc.com
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent order 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 a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping chargesThe seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listingsOur Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual return policies, which are accessible via a link on the page for the itemAs such, we would not be required to honor Mr [redacted] requestHowever, we want to make sure that the vendors selling merchandise on our website are responding to any member concernsAccording to our records, the seller, [redacted] has responded to Mr [redacted] but he did not like their replyWe did see that a $adjustment was applied to his account on January 21, as a courtesyIf Mr [redacted] has any further concerns, he would need to address with the seller, [redacted] according to the Terms of Service for our site, they are responsible for any seller issues and he is subject to their individual return policy [redacted] may be reached at [redacted] or via email at [redacted] In closure, 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] Specialist, Regulatory Complaints [redacted]
November 7, [redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have been unable to complete the investigation of [redacted] complaint regarding her recent store experience [redacted] , District Manager, provided the following response:After reviewing [redacted] complaint, we would be willing to discuss the matter with her, but we have attempted to contact her by telephone and there has been no response We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her At this time, we are uncertain as to whether [redacted] [redacted] still requires assistance with her issue, but if she does, she may contact me [redacted] during business hours In the interim, we will consider [redacted] matter closed, pending her response.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 SpecialistSears Holdings Corporation
April 25, [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 attempted to exchange his battery chargerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted] Upon receiving [redacted] complaint, we contacted District Manager [redacted] and Auto Center Manager [redacted] , for assistance Both agreed that [redacted] should be permitted to exchange his battery charger Accordingly, [redacted] tried to reach [redacted] by telephone to invite him to return to the auto center to complete the exchange Unfortunately, [redacted] was unable to reach [redacted] after several attempts Therefore, we ask that [redacted] contact [redacted] at ( [redacted] or via email at [redacted] to arrange a mutually convenient date and time to complete the exchangeIn the interim, since [redacted] has been approved for an in-warranty exchange for his battery charger, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:I'm confused by [redacted] responseHe did call me last week and left a voice message that Sears would make the requested refund in the form of a gift cardHe said that he would not be in the office the next day so I would not be able to get ahold of him but he would call me the following dayHe did not do thatIn the meantime, another Sears Outlet employee called and emailed me yesterday to resolve getting the gift card to meWe agreed that they would mail it to meSo I do find the resolution satisfactory -- when the gift card arrives of course Sincerely, [redacted]
November 11, [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] *omplaint regarding her online order experience.After researching [redacted] order, we show that she placed an order with a Third Party Marketplace vendorFor [redacted] records [redacted] email is [redacted] with the telephone number of [redacted] and address which is located at [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site which we have included below:Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details.While Marketplace retailers have their own promotions, shipping charges, and refund, return and cancellation policies, Sears will periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our websiteIn [redacted] *ase, there were multiple attempts that were made in contacting [redacted] *hoes with no resolution Therefore, we have decided to submit a request for a refund of the two pair of boots [redacted] may dispose of the boots to her discretionA refund will be processed within to business days from today’s dateWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedShould [redacted] have any questions regarding the refund, she may contact me directly via email at [redacted] In the interim, we have noted [redacted] *oncerns 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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding an online order from Sears Outlet [redacted] Manager of the [redacted] Sears Outlet provided the following response: A new [redacted] Pro Series mower has been ordered and will be delivered to [redacted] home on Monday, April 25, This is the first available delivery date available [redacted] will be contacted by Sears Home Delivery the evening before the tractor will be delivered, providing him with his delivery timeIn the event [redacted] needs to reschedule, he can reach our Home Delivery office at [redacted] At this time, since we have ordered [redacted] a new, not reconditioned tractor, 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]
January 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her request to cancel and receive a refund for the [redacted] Mini Game Greatest Hits Learning Game she purchased from a Marketplace vendor hosted by the sears.com website As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destinationMuch like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item searchMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website For the aforementioned reasons, it is Sears’ policy to direct customers to contact the seller if there is a problem with their order Although we confirmed that Mrs [redacted] order shipped within days as expected, we contacted the seller on her behalf Because the order was already in transit, it arrived on December 5, 2015, but was returned by [redacted] because the addressee was not known at the delivery address provided by Mrs [redacted] Therefore, we again contacted the seller to begin the return process and Mrs [redacted] refund of $was issued to her [redacted] account ending in [redacted] on December 9, Since the requested resolution has been provided to Ms***, 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] ***
December 26, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: #– Rami [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding being double charged for his order Upon receiving Mr***’s complaint we escalated his concerns to Lucas [redacted] , Store General Manager of Store# Mr [redacted] advised that Mr [redacted] was contacted and the refund was done under salescheck# [redacted] on December 26, We apologize for any inconveniences that this may have caused Mr*** That being said, because we have provided Mr [redacted] with his requested resolution, 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, Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:My TV was replaced already and I am still having issues with my protection plan being transferred This response was ridiculous since he didn't even know the TV was already replaced finally and the fact that I had cancelled the repair and they still sent someone out I am now looking for the protection agreement I paid for to be transferred to the new TV I also had many issues in obtaining my replacement from managers who were demanding payments of $and rude store personnel and driving to different stores Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: it did not give the option and I never picked the option previously to have my stove installedSo that is not true and with purchases over 600-should be delivered and installed with deliveryWith other stores I have never had this issueAs stated before Sears does not care about their customers and I will not shop there againAnd I will tell everyone I know of this ordeal, and I know a lot of people being military and a healthcare professional, to not ever buy a appliance thereBetter yet nothingI will never pay additional money after paying for the appliance and delvery for them to come outMicrowave does not require a licensed electrician to install, it was installed without a issue by handyman for FREE! Sears is a money hungry company with horrible service Sincerely, [redacted] ***
[redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Garage Solutions and the installation of her garage door opener [redacted] , Sears Garage Solutions, Support Specialist provided the following response:The local franchisee has informed our office that they have resolved [redacted] complaint to her satisfactionWe were informed that the garage door opener was installed on November 5, Additionally, we were advised that the local office provided Ms [redacted] with a $discountIf I can be of any additional assistance to Ms [redacted] , she can reach me at [redacted] Since we have noted our response to [redacted] complaint, we ask that this complaint be closedWe 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 Claims SpecialistSears Holdings Corporation [redacted]
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the delay in receiving his refund for the cancelled online orderFirstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [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 reviewed Mr [redacted] order and our records indicate that the online order was set for a store pick-upSince the store is the point of sale, it will handle any shipment, cancellation or refund of the orderOn December 19, Mr [redacted] contacted our online customer service regarding the refund and we submitted a research with the storeSince we did not receive a response from the store, our online research team processed a manual refund on December 29, Mr [redacted] was issued a credit of $to his credit card ending in [redacted] Additionally, we hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation uponWe respectfully ask that this matter be closed, since the requested resolution has been providedAgain, we apologize to Mr [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]
April 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a full refund for her cancelled sears.com order It is unfortunate that we failed [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our online associate tried to reach [redacted] on April 4, 2016, to discuss her concerns, but was unable to reach her Therefore, we sent an email directly to [redacted] to inform her that we issued separate credits in the amounts of $250.00, $250.00, and $218.49, to refund the remaining charges of $ This action was necessary because [redacted] informed us that she did not receive the check refund that is typically issued by our system when our members use a third party [redacted] gift card that may not accept refunds [redacted] may reply to our email if she has any further questions about this issue or her refund She is also welcome to contact Regulatory Complaint Specialist [redacted] at ( [redacted] if she needs further assistance with this issue We truly regret any inconvenience [redacted] may have experienced We hope that in the future she will allow us the opportunity to provide her 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 provided 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] ***
Complaint: [redacted] I am rejecting this response because:I only spoke with the SYWR representatives (of which they state the sweeps are not part of Sears)The only correspondence I had with the sweeps dept was by emailNo other representatives would ever speak on the sweeps dept behalfI feel like this again is another way to subside my concernI personally know other members that were able to spend points they received from that sweeps but yet mine were taken away and I feel unjustly tooEven if it was a malfunction the company is not taking any of the consequences but instead the consumer isPoints were taken away and not even anything done as an apology/token of their mistake Sincerely, [redacted] ***
December 29, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: #– Richard [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his Shop Your Way Reward (SYWR) accountWhile Mr [redacted] complaint does not clarify he is concerned about his SYWR account, from the research we were able to do, it appears this is the one he was temporarily locked out of due to the submission of multiple discount codes that were not validOur records indicate that he was provided with $in courtesy adjustment points in just the last several weeks, and since he has had his membership in 2013, he has been given approximately $in courtesy adjustments that are separate from any points he earned through promotions or purchasesWhile we understand Mr [redacted] found the situation frustrating when he filed his complaint, we are not able to provide him with his request for $in compensation, regardless of whether it was in points, store credit, or otherwiseHowever, we do think the adjustments provided so far are appropriate to the situationsSince our system shows that the problem has since been resolved with the lock-out on the account and the promised compensation was provided, we have closed our fileWe 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect line: [redacted] Email: Dana[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 8, 2015/01/15) */ Contact Name and Title: [redacted] Contact Email: [redacted] January 14, [redacted] We have completed the investigation of [redacted] complaint regarding receiving a refund for her gun safe Upon receiving [redacted] complaint, we escalated her concerns to [redacted] , Field Project Manager for Sears Hometown Stores who verified that [redacted] received a full refund for the safeThat being said, because we have provided [redacted] with her requested resolution, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
April 18, 2016Revdex.com [redacted] North Wabash Ave., Ste2006Chicago, IL 60611Our 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] *** On Thursday, our technician visited [redacted] to inspect and repair his water heater However, it was determined that the issue [redacted] was experiencing was related to the house plumbing hot water line leaking and not the hot water heater We do apologize if [redacted] had trouble scheduling his service call At 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 cc: [redacted] ***
Complaint: [redacted] I am rejecting this response because: I did not purchase this product on line or from a web siteI purchased this product in a physical storeSears may "close" this issue and, but I will actively denounce products and/or services offered by this businessI will also actively denounce [redacted] l as a Sears third party retailerI do not trust any business model that works in the manner that [redacted] l has behaved Sincerely, [redacted]
Nita [redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611Re: Ellysa [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding a refund from a cancelled order placed through www.searsoutlet.com.It is unfortunate that we failed Ms [redacted] expectations when the order placed through www.searsoutlet.com was cancelled and her refund was not received in a timely mannerWe value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears Outlet as companyWe can assure Ms [redacted] that her concerns were forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that we have built their reputation upon, but we would understand if this is not possibleWhen I spoke with Ms [redacted] on Monday, November 30th, she informed me that she had been fully refunded for the aforementioned cancelled orderSince we have been informed that Ms [redacted] has received her refund, we ask that 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,Adam [redacted] Regulatory Claims SpecialistSears Holdings CorporationAdam[redacted] @searshc.com
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a recent order 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 a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up Obviously, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping chargesThe seller of each item is clearly noted on the page and if one does not want to buy from a third party vendor, the option is there on the site to remove those types of listingsOur Return Policy also notes that any purchases made from a third party or Marketplace vendor are subject to each seller’s individual return policies, which are accessible via a link on the page for the itemAs such, we would not be required to honor Mr [redacted] requestHowever, we want to make sure that the vendors selling merchandise on our website are responding to any member concernsAccording to our records, the seller, [redacted] has responded to Mr [redacted] but he did not like their replyWe did see that a $adjustment was applied to his account on January 21, as a courtesyIf Mr [redacted] has any further concerns, he would need to address with the seller, [redacted] according to the Terms of Service for our site, they are responsible for any seller issues and he is subject to their individual return policy [redacted] may be reached at [redacted] or via email at [redacted] In closure, 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] Specialist, Regulatory Complaints [redacted]
November 7, [redacted] RevDex.comNorth Wabash Ave, Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have been unable to complete the investigation of [redacted] complaint regarding her recent store experience [redacted] , District Manager, provided the following response:After reviewing [redacted] complaint, we would be willing to discuss the matter with her, but we have attempted to contact her by telephone and there has been no response We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with her At this time, we are uncertain as to whether [redacted] [redacted] still requires assistance with her issue, but if she does, she may contact me [redacted] during business hours In the interim, we will consider [redacted] matter closed, pending her response.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 SpecialistSears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
April 25, [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 attempted to exchange his battery chargerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted] Upon receiving [redacted] complaint, we contacted District Manager [redacted] and Auto Center Manager [redacted] , for assistance Both agreed that [redacted] should be permitted to exchange his battery charger Accordingly, [redacted] tried to reach [redacted] by telephone to invite him to return to the auto center to complete the exchange Unfortunately, [redacted] was unable to reach [redacted] after several attempts Therefore, we ask that [redacted] contact [redacted] at ( [redacted] or via email at [redacted] to arrange a mutually convenient date and time to complete the exchangeIn the interim, since [redacted] has been approved for an in-warranty exchange for his battery charger, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:I'm confused by [redacted] responseHe did call me last week and left a voice message that Sears would make the requested refund in the form of a gift cardHe said that he would not be in the office the next day so I would not be able to get ahold of him but he would call me the following dayHe did not do thatIn the meantime, another Sears Outlet employee called and emailed me yesterday to resolve getting the gift card to meWe agreed that they would mail it to meSo I do find the resolution satisfactory -- when the gift card arrives of course Sincerely, [redacted]