[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a refund he is waiting for from Sears [redacted] , manager of the [redacted] Sears Outlet provided the following response: I have been in contact with [redacted] regarding his complaint and have resolved itThat said, sales check # [redacted] refers to a $If I can be of any further assistance to [redacted] **, I invite him to contact me at [redacted] Since it is my understanding that [redacted] was satisfied with the actions taken to resolve his concerns, we ask that 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience and request to receive the product she ordered As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] ***, telephone number ( [redacted] and email: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details Unfortunately, we have no control over Third Party Marketplace Vendors delivery companies they use, our records show that delivery was completed on January 10, In closure, since Ms [redacted] confirmed that the product was received in good condition, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding her allegation that her vehicle started to have performance issues and the check engine light came on after our auto center installed spark plugs in her vehicleUpon receipt of [redacted] complaint we reached out to [redacted] Auto Center Manager for Store [redacted] to assist with [redacted] concern Mr [redacted] investigated and reviewed the service work order and the final invoice regarding the diagnosis and work performed on [redacted] vehicle According to the Vehicle Intake Form under Dash Lights, the engine light was noted as ON The notes listed on the Work Order dated October 21, under Comments/Request noted the following: Tune Up, brakes squeak, Check Engine light on but they say it’s Osensor but they want tune up since it has not been done in a while, declined OBD read [redacted] signed the work order prior to our technician installing the spark plugs[redacted] refused to pay for a diagnostic (OBD read); however, the following codes were noted: [redacted] cylinder misfire, [redacted] Heater control circuit bank sensor, [redacted] thermostat temperature below threshold, [redacted] osensor no activity, and [redacted] circuit malfunction bank sensor [redacted] was informed that a complete tucould not be performed due to engine light and the way the car was running [redacted] insisted on having only the spark plugs replaced The work was completed on October 21, [redacted] returned on October 22, stating that the vehicle has a shaking vibration and getting no accelerationMr [redacted] approved to inspect the spark plugs that we had installed and to run a diagnostic at no charge to [redacted] The spark plugs were determined to be new and in working order Mr [redacted] was informed [redacted] that the two Ocodes and random misfire codes point to a problem with the catalytic convertor which is causing her vehicle to run roughAccordingly, Sears denies any wrong doing in regards to the spark plug installation With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, 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 [redacted]
December 7, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided regarding her online order.We have reviewed [redacted] rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she remains dissatisfied with the service she received, we are unable to grant her request to reimburse her the price difference she paid at another retailerAs clarification, Sears made a one-time courtesy exception in refunding [redacted] for two orders that [redacted] found were in fact delivered to the shipping addressUnfortunately, 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 if we failed her expectations, but we feel that a full refund for the order she alleges to have not received is relative to the circumstances and our decision is final We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Complaint: I am rejecting this response because: Sincerely, Alic [redacted] Complaint ID # 10997482- Sears Holdings Corporation Beverly Road, Hoffman Estates, IL Dear Sir/Madam, I am writing this letter since I am shocked after I got your massage informing that my case is closed.A Sears technician came on January 15, he replaced the filter, water started flowing but no ice.Technician said that I need to wait hrs .Next day - no ice .Today is January and my refrigerator does not make ice and is freezing food in nonfreezing compartment
Complaint: [redacted] I am rejecting this response because: I wish the sales person would have told us that the [redacted] Refrigerator was not a [redacted] but another Manufactureif we would have known that we would have purchased a well known brandTo me this is not a good or fair sales practice Sincerely, [redacted]
January 29, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding the delay in parts for the repair of his washing machine We understand that Mr [redacted] is upset that one of the parts needed to complete his repair was on back order causing a delay in serviceWe apologize in the delay in receiving all the parts needed to repair his washer, unfortunately as parts are ordered from the manufacture Sears has no ability to expedite a part order when a part is on backorderSears uses manufacture parts whenever possible and at times if a manufacture is out of a part we must wait on the manufacture to provide partsWe do show that all parts have arrived at Mr [redacted] home and service is scheduled for February 2, We also understand that Mr [redacted] is requesting Sears cover the remaining repair cost due to the part delay as well as reimbursement of costs to do their laundry outside the home Sears offers, and offered Mr [redacted] at time of purchase, a Protection Agreement The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property Under a Protection Agreement are other benefits when repairs take longer than expected such as laundry reimbursement, rental reimbursement even a replacement clause when we have a situation such as a long delay in parts The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate It would be unjust for Sears to provide free service to Mr [redacted] , while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsSince we have explained why we are unable to honor Mr [redacted] request for free service or laundry reimbursement that he does not have coverage for and all parts have arrived to complete the repair we have closed our case with the understanding that Mr [redacted] will be responsible for the remaining balance of the repairs 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 Complaint Specialist Sears Holdings Corporation [redacted]
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order and delivery experience We would first like to apologize for any inconvenience [redacted] experienced with this transactionWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the order we reached out to Sears Home Delivery and they have indicated that Sears processed an even exchangeAccording to their records the exchange was delivered on March 17, We have emailed [redacted] regarding the complaint she filed on March 15, 2016, and asked that she reply to us via emailAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order and request for an exchange of the couch It is unfortunate if we failed Mr [redacted] expectations as we value his patronageAdditionally, we can understand his dissatisfaction with the series of events detailed in his complaintAfter reviewing the notes in his order we found that the vendor is unable to arrange an exchangeSears Online informed Mr [redacted] that the only option would be to return the couch for a full refundAt that point Mr [redacted] may decide to place a new order and Sears offered to honor the same price as well as a 10% offWe ask that Mr [redacted] contact Sears Online directly at [redacted] with his final decision of whether he will be keeping the product or if he will accept returning the product for a refundIn the interim, we have noted Mr [redacted] concerns and proposed an equitable resolution, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 8, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Christopher [redacted] Dear Ms [redacted] :We have completed the investigation of Mr***’s complaint regarding his dissatisfaction that his dishwasher failed sooner than he expected.We apologize that Mr***’s dishwasher failed to meet his expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionIn Mr***’s case, he purchased his dishwasher on August 16, 2016, and the manufacturer’s warranty expired a year after On August 27, With that said, an exchange would only have been an option while the unit was under its manufacturers’ warranty Unfortunately, any repairs needed for the dishwasher would be at the cost of Mr*** In the interim, since we are unable to honor Mr***’s requested resolution as it is not an option available to him under the terms of his purchase, we have closed our fileAgain, 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.comEmail: Dana[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:Yes, the part that was originally ordered was the incorrect part and the correct part was ordered and installed on Monday, April 11, 2016, the freezer still isn't freezing completelyIt is now making ice but not completely freezing items as it shouldAdditionally, the reason why I agreed to wait until the part came in is because I refuse to pay more money for another refrigerator or choose another refrigerator that is beneath the quality of the one I currently haveNor will I go out and purchase a small refrigerator until the current one was fixedI've already spent thousands of dollars at Sears between the washer, refrigerator and mattress that were all purchased with days.I've been purchasing items from Sears for over 30yrs and this experience that I've had has completely changed my opinion about Sears and how it values it's customers Sincerely, [redacted]
December 7, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] - # [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] rebuttal to our previous response.In accordance with Mr [redacted] follconcerns, we have processed a one-year extension to his Master Protection Agreement (MPA) The coverage for his television now expires on May 17, See below: [redacted] ( [redacted] Mdse code: [redacted] Mdse desc: [redacted] Model # : [redacted] Serial # : [redacted] Agrmt # : [redacted] SP : PA FF Purch date : 12/07/ Type : SGL Start date : 05/17/ Plan : STANDARD Expir date : Ded amount: #Cvg Month : Serv loc : O Adj Reason : Resp time : Mr [redacted] should receive a new certificate in the next four to six weeks If he has any questions or concerns in the interim, he can call our Protection Agreement department at (800) ***-*** With that said, since we have honored Mr [redacted] request for additional MPA coverage, we ask that this matter be closed.Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
January 7, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the non-receipt of a gift card.... Upon researching Ms. [redacted] concerns, we found that the last time she contacted Sears about the missing gift card was on November 30, 2015. The agent who spoke with Ms. [redacted] researched the gift card and found that it was issued via email on November 18, 2015. After confirming Ms. [redacted] email address and devaluing the first e-gift card, he had another e-gift card issued. If Ms. [redacted] has not received the e-gift card, we will have to devalue it and issue another. However, this time an actual gift card will be mailed via regular mail. If Ms. [redacted] has not received the second $40.00 e-gift card, we ask that she check her Junk Mail folder before contacting us again, as sometimes the e-gift card is directed there. In the event that a third gift card needs to be processed, it will be for the original amount of $40.00. While we empathize with Ms. [redacted] , we will not be providing her with a $100.00 gift card, as the $40.00 gift cards have been processed and sent as promised; the issue may be with her email account. With that said, since we have confirmed that another $40.00 gift card has been sent to Ms. [redacted] , we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] ***, Auto Center Manager of store# [redacted] who states the following: I have contacted Mr [redacted] and explained how the measurements work on the snap shotMr [redacted] explained to me that he was concerned that he just got an alignment and was told he needed anotherI explained when we do the snap shot it is an estimate of the total toe left and right and not an exact individual angleI also explained that if the snap shot says it was out and he approved an alignment to be performed, Sears would not charge him if the alignment is in specificationMr [redacted] said he understood and had no further questions but expressed we should have our machine calibratedI told him I will have it looked at it to be safeThat 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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to service her boiler [redacted] [redacted] Sears Home Services, Authorized Service Provider Associate provided the following response: Sears Home Services contracted with [redacted] , a local service provider to provide service to [redacted] boiler as we currently do not have a Sears technician in the areaThat said, I called the home and spoke with [redacted] this morningDuring the conversation she told me that the tech called them yesterday went over a few things over the phone on getting the boiler startedThe technician wanted to go there yesterday but scheduling did not work outWhen Mrand [redacted] arrived home they tried the procedure laidout by the [redacted] technician and the unit started to operate [redacted] informed me that she cancelled the appointment with [redacted] for this reason [redacted] will call in and schedule a preventative maintenance check when her scheule allowsAt this time, since we have noted our response to [redacted] complaint, 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]
March 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order and request for a prepaid return label and refund We would first like to apologize for any inconvenience [redacted] may have experienced with this orderWhile a return would be acceptable at his local Kmart store we have decided to issue a refund without the return of the itemAs a onetime courtesy exception a refund of $was issued back to [redacted] accountFor [redacted] records the return receipt number is [redacted] and he can expect the refund to post to his account within to business daysSince an equitable resolution has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
December 17, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] rebuttal to our response regarding the installation of his dishwasher; as well as a problem with the door on the refrigerator that was recently delivered.As previously mentioned, we apologized that the installation team was unable to anchor his dishwasher to his granite counter tops Our records indicate that [redacted] was informed that the dishwasher is consider a top mounted unit and, for liability issues, the installation contractor will not drill into granite counter tops A side mounting kit is not sold with the installation of a top-mounted dishwasher As for the microwave, it was installed to [redacted] cabinets, not to a granite counter-top We did issue [redacted] a $gift card to assist with the expense of the side-mounting kit Regrettably, [redacted] reported that he had a problem when he attempted to use the gift card We reached out to our gift card research team, and they confirmed that the gift card did have an active balance of $and it did not show any records of attempts of being used We contacted [redacted] with the results and on December 14, he confirmed that he was able to use the gift card With that being said, since we have addressed the issues brought forth in [redacted] rebuttal, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Claims SpecialistSears Holdings Corporation [redacted]
Complaint: I am rejecting this response because: as long as Sears rents it's aged banner then they have a level of accountability for merchants they approve to subject customers too Sincerely, Kevin ***
February 8, [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 purchase In accordance with Mr [redacted] request, a credit for $was issued to his accountThis credit should reflect within 3-business daysWe want to take the time to apologize to Mr [redacted] for any inconvenience this issue may have caused him and assure him that we appreciate his patronageThat said, given the aforementioned information, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation [redacted] rebuttal to our previous responseSince receiving [redacted] follcomplaint on November 4, 2015, several attempts have been made to contact her to discuss her concerns and invite her back to have her vehicle re-aligned Assistant Auto Center Manager [redacted] has left several messages asking for a call back, but has not received a response to dateWe value [redacted] patronage and are very anxious to address the issues brought forth in her rebuttal complaint; therefore, we ask that she call [redacted] at her convenience if she requires further assistance In the interim, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a refund he is waiting for from Sears [redacted] , manager of the [redacted] Sears Outlet provided the following response: I have been in contact with [redacted] regarding his complaint and have resolved itThat said, sales check # [redacted] refers to a $If I can be of any further assistance to [redacted] **, I invite him to contact me at [redacted] Since it is my understanding that [redacted] was satisfied with the actions taken to resolve his concerns, we ask that 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
January 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience and request to receive the product she ordered As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] case, the order was fulfilled by [redacted] ***, telephone number ( [redacted] and email: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details Unfortunately, we have no control over Third Party Marketplace Vendors delivery companies they use, our records show that delivery was completed on January 10, In closure, since Ms [redacted] confirmed that the product was received in good condition, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
November 20, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding her allegation that her vehicle started to have performance issues and the check engine light came on after our auto center installed spark plugs in her vehicleUpon receipt of [redacted] complaint we reached out to [redacted] Auto Center Manager for Store [redacted] to assist with [redacted] concern Mr [redacted] investigated and reviewed the service work order and the final invoice regarding the diagnosis and work performed on [redacted] vehicle According to the Vehicle Intake Form under Dash Lights, the engine light was noted as ON The notes listed on the Work Order dated October 21, under Comments/Request noted the following: Tune Up, brakes squeak, Check Engine light on but they say it’s Osensor but they want tune up since it has not been done in a while, declined OBD read [redacted] signed the work order prior to our technician installing the spark plugs[redacted] refused to pay for a diagnostic (OBD read); however, the following codes were noted: [redacted] cylinder misfire, [redacted] Heater control circuit bank sensor, [redacted] thermostat temperature below threshold, [redacted] osensor no activity, and [redacted] circuit malfunction bank sensor [redacted] was informed that a complete tucould not be performed due to engine light and the way the car was running [redacted] insisted on having only the spark plugs replaced The work was completed on October 21, [redacted] returned on October 22, stating that the vehicle has a shaking vibration and getting no accelerationMr [redacted] approved to inspect the spark plugs that we had installed and to run a diagnostic at no charge to [redacted] The spark plugs were determined to be new and in working order Mr [redacted] was informed [redacted] that the two Ocodes and random misfire codes point to a problem with the catalytic convertor which is causing her vehicle to run roughAccordingly, Sears denies any wrong doing in regards to the spark plug installation With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, 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 [redacted]
December 7, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided regarding her online order.We have reviewed [redacted] rebuttal, and we do not find that she has brought any new information to her complaintWhile we understand that she remains dissatisfied with the service she received, we are unable to grant her request to reimburse her the price difference she paid at another retailerAs clarification, Sears made a one-time courtesy exception in refunding [redacted] for two orders that [redacted] found were in fact delivered to the shipping addressUnfortunately, 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 if we failed her expectations, but we feel that a full refund for the order she alleges to have not received is relative to the circumstances and our decision is final We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
Complaint: I am rejecting this response because: Sincerely, Alic [redacted] Complaint ID # 10997482- Sears Holdings Corporation Beverly Road, Hoffman Estates, IL Dear Sir/Madam, I am writing this letter since I am shocked after I got your massage informing that my case is closed.A Sears technician came on January 15, he replaced the filter, water started flowing but no ice.Technician said that I need to wait hrs .Next day - no ice .Today is January and my refrigerator does not make ice and is freezing food in nonfreezing compartment
Complaint: [redacted] I am rejecting this response because: I wish the sales person would have told us that the [redacted] Refrigerator was not a [redacted] but another Manufactureif we would have known that we would have purchased a well known brandTo me this is not a good or fair sales practice Sincerely, [redacted]
January 29, [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding the delay in parts for the repair of his washing machine We understand that Mr [redacted] is upset that one of the parts needed to complete his repair was on back order causing a delay in serviceWe apologize in the delay in receiving all the parts needed to repair his washer, unfortunately as parts are ordered from the manufacture Sears has no ability to expedite a part order when a part is on backorderSears uses manufacture parts whenever possible and at times if a manufacture is out of a part we must wait on the manufacture to provide partsWe do show that all parts have arrived at Mr [redacted] home and service is scheduled for February 2, We also understand that Mr [redacted] is requesting Sears cover the remaining repair cost due to the part delay as well as reimbursement of costs to do their laundry outside the home Sears offers, and offered Mr [redacted] at time of purchase, a Protection Agreement The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property Under a Protection Agreement are other benefits when repairs take longer than expected such as laundry reimbursement, rental reimbursement even a replacement clause when we have a situation such as a long delay in parts The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate It would be unjust for Sears to provide free service to Mr [redacted] , while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairsSince we have explained why we are unable to honor Mr [redacted] request for free service or laundry reimbursement that he does not have coverage for and all parts have arrived to complete the repair we have closed our case with the understanding that Mr [redacted] will be responsible for the remaining balance of the repairs 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 Complaint Specialist Sears Holdings Corporation [redacted]
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her online order and delivery experience We would first like to apologize for any inconvenience [redacted] experienced with this transactionWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the order we reached out to Sears Home Delivery and they have indicated that Sears processed an even exchangeAccording to their records the exchange was delivered on March 17, We have emailed [redacted] regarding the complaint she filed on March 15, 2016, and asked that she reply to us via emailAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
February 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order and request for an exchange of the couch It is unfortunate if we failed Mr [redacted] expectations as we value his patronageAdditionally, we can understand his dissatisfaction with the series of events detailed in his complaintAfter reviewing the notes in his order we found that the vendor is unable to arrange an exchangeSears Online informed Mr [redacted] that the only option would be to return the couch for a full refundAt that point Mr [redacted] may decide to place a new order and Sears offered to honor the same price as well as a 10% offWe ask that Mr [redacted] contact Sears Online directly at [redacted] with his final decision of whether he will be keeping the product or if he will accept returning the product for a refundIn the interim, we have noted Mr [redacted] concerns and proposed an equitable resolution, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 8, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Christopher [redacted] Dear Ms [redacted] :We have completed the investigation of Mr***’s complaint regarding his dissatisfaction that his dishwasher failed sooner than he expected.We apologize that Mr***’s dishwasher failed to meet his expectations of longevity The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decisionIn Mr***’s case, he purchased his dishwasher on August 16, 2016, and the manufacturer’s warranty expired a year after On August 27, With that said, an exchange would only have been an option while the unit was under its manufacturers’ warranty Unfortunately, any repairs needed for the dishwasher would be at the cost of Mr*** In the interim, since we are unable to honor Mr***’s requested resolution as it is not an option available to him under the terms of his purchase, we have closed our fileAgain, 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.comEmail: Dana[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:Yes, the part that was originally ordered was the incorrect part and the correct part was ordered and installed on Monday, April 11, 2016, the freezer still isn't freezing completelyIt is now making ice but not completely freezing items as it shouldAdditionally, the reason why I agreed to wait until the part came in is because I refuse to pay more money for another refrigerator or choose another refrigerator that is beneath the quality of the one I currently haveNor will I go out and purchase a small refrigerator until the current one was fixedI've already spent thousands of dollars at Sears between the washer, refrigerator and mattress that were all purchased with days.I've been purchasing items from Sears for over 30yrs and this experience that I've had has completely changed my opinion about Sears and how it values it's customers Sincerely, [redacted]
December 7, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] - # [redacted] Dear Ms [redacted] :We have completed the investigation of Mr [redacted] rebuttal to our previous response.In accordance with Mr [redacted] follconcerns, we have processed a one-year extension to his Master Protection Agreement (MPA) The coverage for his television now expires on May 17, See below: [redacted] ( [redacted] Mdse code: [redacted] Mdse desc: [redacted] Model # : [redacted] Serial # : [redacted] Agrmt # : [redacted] SP : PA FF Purch date : 12/07/ Type : SGL Start date : 05/17/ Plan : STANDARD Expir date : Ded amount: #Cvg Month : Serv loc : O Adj Reason : Resp time : Mr [redacted] should receive a new certificate in the next four to six weeks If he has any questions or concerns in the interim, he can call our Protection Agreement department at (800) ***-*** With that said, since we have honored Mr [redacted] request for additional MPA coverage, we ask that this matter be closed.Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
January 7, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the non-receipt of a gift card.... Upon researching Ms. [redacted] concerns, we found that the last time she contacted Sears about the missing gift card was on November 30, 2015. The agent who spoke with Ms. [redacted] researched the gift card and found that it was issued via email on November 18, 2015. After confirming Ms. [redacted] email address and devaluing the first e-gift card, he had another e-gift card issued. If Ms. [redacted] has not received the e-gift card, we will have to devalue it and issue another. However, this time an actual gift card will be mailed via regular mail. If Ms. [redacted] has not received the second $40.00 e-gift card, we ask that she check her Junk Mail folder before contacting us again, as sometimes the e-gift card is directed there. In the event that a third gift card needs to be processed, it will be for the original amount of $40.00. While we empathize with Ms. [redacted] , we will not be providing her with a $100.00 gift card, as the $40.00 gift cards have been processed and sent as promised; the issue may be with her email account. With that said, since we have confirmed that another $40.00 gift card has been sent to Ms. [redacted] , we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent visit to one of our auto centers Upon receiving Mr [redacted] complaint, we escalated his concerns to [redacted] ***, Auto Center Manager of store# [redacted] who states the following: I have contacted Mr [redacted] and explained how the measurements work on the snap shotMr [redacted] explained to me that he was concerned that he just got an alignment and was told he needed anotherI explained when we do the snap shot it is an estimate of the total toe left and right and not an exact individual angleI also explained that if the snap shot says it was out and he approved an alignment to be performed, Sears would not charge him if the alignment is in specificationMr [redacted] said he understood and had no further questions but expressed we should have our machine calibratedI told him I will have it looked at it to be safeThat 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]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and a service call to service her boiler [redacted] [redacted] Sears Home Services, Authorized Service Provider Associate provided the following response: Sears Home Services contracted with [redacted] , a local service provider to provide service to [redacted] boiler as we currently do not have a Sears technician in the areaThat said, I called the home and spoke with [redacted] this morningDuring the conversation she told me that the tech called them yesterday went over a few things over the phone on getting the boiler startedThe technician wanted to go there yesterday but scheduling did not work outWhen Mrand [redacted] arrived home they tried the procedure laidout by the [redacted] technician and the unit started to operate [redacted] informed me that she cancelled the appointment with [redacted] for this reason [redacted] will call in and schedule a preventative maintenance check when her scheule allowsAt this time, since we have noted our response to [redacted] complaint, 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]
March 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order and request for a prepaid return label and refund We would first like to apologize for any inconvenience [redacted] may have experienced with this orderWhile a return would be acceptable at his local Kmart store we have decided to issue a refund without the return of the itemAs a onetime courtesy exception a refund of $was issued back to [redacted] accountFor [redacted] records the return receipt number is [redacted] and he can expect the refund to post to his account within to business daysSince an equitable resolution has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
December 17, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] rebuttal to our response regarding the installation of his dishwasher; as well as a problem with the door on the refrigerator that was recently delivered.As previously mentioned, we apologized that the installation team was unable to anchor his dishwasher to his granite counter tops Our records indicate that [redacted] was informed that the dishwasher is consider a top mounted unit and, for liability issues, the installation contractor will not drill into granite counter tops A side mounting kit is not sold with the installation of a top-mounted dishwasher As for the microwave, it was installed to [redacted] cabinets, not to a granite counter-top We did issue [redacted] a $gift card to assist with the expense of the side-mounting kit Regrettably, [redacted] reported that he had a problem when he attempted to use the gift card We reached out to our gift card research team, and they confirmed that the gift card did have an active balance of $and it did not show any records of attempts of being used We contacted [redacted] with the results and on December 14, he confirmed that he was able to use the gift card With that being said, since we have addressed the issues brought forth in [redacted] rebuttal, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Claims SpecialistSears Holdings Corporation [redacted]
Complaint: I am rejecting this response because: as long as Sears rents it's aged banner then they have a level of accountability for merchants they approve to subject customers too Sincerely, Kevin ***
February 8, [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 purchase In accordance with Mr [redacted] request, a credit for $was issued to his accountThis credit should reflect within 3-business daysWe want to take the time to apologize to Mr [redacted] for any inconvenience this issue may have caused him and assure him that we appreciate his patronageThat said, given the aforementioned information, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed our investigation [redacted] rebuttal to our previous responseSince receiving [redacted] follcomplaint on November 4, 2015, several attempts have been made to contact her to discuss her concerns and invite her back to have her vehicle re-aligned Assistant Auto Center Manager [redacted] has left several messages asking for a call back, but has not received a response to dateWe value [redacted] patronage and are very anxious to address the issues brought forth in her rebuttal complaint; therefore, we ask that she call [redacted] at her convenience if she requires further assistance In the interim, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted]