December 4, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Julie [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding the delay she encountered in trying to receive a television that was supposed to be delivered to her local store for pick-up.Our records indicate that Shelby Tribble in our escalated, executive complaint department assisted Ms [redacted] with her concerns back in OctoberShelby was able to verify that while the television shipped out to the store, it never arrived even though it appeared to have done so based on the trackingOnce it was confirmed though that Ms [redacted] had not received it, Shelby arranged for a new one to be delivered to Ms [redacted] ’s residence, and it was our understanding that this resolution met with her approvalTherefore we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
December 14, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Ivy [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding the installation of her dishwasher.We have received Ms [redacted] ’s complaint and would like to note that prior to contacting the Revdex.com, Ms [redacted] reached out to our Executive Member Services team Ms [redacted] ’s dishwasher is scheduled to be delivered on December 18, and the monies paid for installation are to be refunded in full That being said, because we are in the process of rectifying Ms [redacted] ’s complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL *** [redacted] Dear MsVirghes: We have not fully completed our investigation of [redacted] complaint regarding service experience We apologize for the delay in responding to this complaintWe are currently waiting contact with [redacted] regarding the recent service at this timeWe are waiting the report for the service department after they have been able to speak with [redacted] In the interim, we have left messages and request [redacted] contact the unit directly at [redacted] We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
May 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding washer As clarification, [redacted] purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within days from the date of purchaseIf Samsung has determined that the unit is un-repairable, then [redacted] as the manufacturer and obligor of the warranty would need to replace the unit Since we are unable to assist in this matter further, 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 Complaint Specialist Sears Holdings Corporation [redacted]
April 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand her frustration with the series of events detailed in her complaint and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in her order, we confirmed that all pieces of the order had been returnedTherefore, we have processed a full refund of $back to her [redacted] account ending in [redacted] For [redacted] records the return receipt number is [redacted] Additionally, 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 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our previous response The technician maintains that Mr [redacted] has an electrical problem causing the dishwasher to sputter Electrical problems can manifest at any time and just because there was not a noticeable problem a year ago when the dishwasher was purchased, does not mean that a problem could not be present now Furthermore, Mr [redacted] home is over thirty years old, so it is not improbable that an electrical problem could occur due to the age of the wiring Mr [redacted] has been instructed to hire a licensed electrician If the electrician does not find any problems with the power supply, and Mr [redacted] provides written documentation (detailed invoice) from the electrician to that effect, we will reimburse him for the diagnosis and schedule another appointment with a senior technician Mr [redacted] can fax the invoice to ( [redacted] to the attention of [redacted] *** Otherwise, we will not be able to schedule further service Since a fair resolution has been proposed, commensurate to the circumstances, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’s rebuttal We have reviewed both our response and Mr [redacted] ’s rebuttal, and we do not find that he has brought any new information to his complaintEmails were sent to the address Mr [redacted] noted as well as the one used to place his orderWe apologize if Mr [redacted] felt that he agent that assisted him was being deceitful and that we defended himThat was not our intention at allWe simply were trying to explain what may have occurred and convey that the information he was looking at may have been different from what Mr [redacted] was able to seeWhile it seems an error was made, we do not feel there was any malicious intent behind itWhile we understand that he was dissatisfied with the service he received, we feel our offer was sufficientHowever, as a final gesture of goodwill, we have issued a $gift card to Mr [redacted] ’s home addressThe gift card should arrive within 10-business daysUnfortunately, 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 Mr [redacted] ’s case, we do apologize that we failed his expectations, but we feel our offer 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 5, [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 online order and request to receive the same item ordered for the same price originally paid As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] located at [redacted] with an email address of [redacted] and telephone number ( [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [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 In closure, since Mr [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his requestAs such, a refund of $has been credited to Mr [redacted] account on January 28, As this decision is in accordance to our posted terms and conditions, 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
April 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent purchase Store Manager [redacted] provided the following response: We apologize that this was not handled correctly initially and we want to thank [redacted] for bringing the matter to our attentionWe have taken steps to prevent any further such occurrencesThat said, we were able to speak with [redacted] and he indicated that we provided a resolution that was satisfactoryIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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] Specialist, Regulatory Complaints [redacted]
Complaint: I am rejecting this response because: Sears never contacted me and no one helped in customer services to resolve the issue I got the item shipped by calling the store myself and never heard from customer service Several people said the would call me back but no reply Sincerely, Tina [redacted]
Complaint: [redacted] I am rejecting this response because:I appreciate Sears' apology and admission, but now is the time to make me whole for the loss of food, the expenses I incurred (I had to buy a freezer at [redacted] while it tood FIVE (5) (!!) visits to repair the refrigerator, and the total waste of my timeThree of the five visits did nothing to advance the repair of my [redacted] refrigeratorMy claim is: $lost spoiled food, per the contract$- freezer from [redacted] for a month$lost time from work waiting for three Sears visits which misdiagnosed problem, ordered incorrect partsTotal Claim: $940I will be happy to close the complaint when Sears makes things right by compensating me as set forth herein [redacted] I will be happy to close the file if Sears makes these payments [redacted] I have a pending claim for refrigerator freezer food lossI also ask that I be given a partial re Sincerely, [redacted]
Hello [redacted] The email address I provided you with is validPlease supply the part number you need and I will verify if it is unavailableIf it is not available, we will issue a product credit that you may use to purchase another planer from Sears in accordance with the terms of your service contractIf the part is available, then you will need to have the item repaired; we can set this upI will wait for your response with the part number.Sincerely, [redacted] [redacted]
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a washer purchased from Sears.Our records indicate that on October 27th *** [redacted] was assisted by the [redacted] Sears storeA new Kenmore washer was order was delivered to her home on November 3, [redacted] was also refunded for the purchase of the washer hoses, delivery and a $sales adjustmentOn October 29th I emailed [redacted] and offered to provide her with a 30% sales adjustment which would be approximately $To date I have not heard from [redacted] If she would like to take advantage of my offer she can email me at [redacted] Since we have noted the results of our investigation, we ask that this complaint be closed pending contactWe 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]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving the part he ordered online and his request for a refund.Upon receipt of [redacted] complaint we reached out to [redacted] Senior Customer Support Representative with Parts Direct, to assist with his concern [redacted] researched and discovered that when [redacted] reported that he had not received the order, we placed another order for him The replacement order was shipped to [redacted] *n October 20, Our records indicate that the replacement order was returned by [redacted] On November 6, we issued the credits of $and $to [redacted] With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to MrDe Quevedo and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
November 11, [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 the treadmill she ordered online and the problems she encountered when she attempted to return the item at our Sears Hometown store We have [redacted] rebuttal, and we do not find that she has brought any new information to her complaint While we understand that she was dissatisfied with the service she received, the fact remains that District Sales Manager [redacted] has made multiple attempts to contact [redacted] We regret that this incident occurred, but we can assure [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be avertedWith that being said, [redacted] may contact District Sales Manager [redacted] at [redacted] if she would like to discuss her concerns Since we have addressed the issues 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]
December 15, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding her television repair.First, we would like to apologize to [redacted] for failing her expectations in regard to her television repair Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network Accordingly, we forwarded [redacted] complaint to the District Service Manager and Routing Manager for review and we are confident that her concerns will be thoroughly addressedOn December 14, 2015, the technician examined [redacted] television and consulted with Sears Technical Assistance Center (STAC) in regard to the quality of the picture STAC responded that [redacted] television needed a software update to correct the problemSTAC further advised the technician that they contacted ***, the manufacturer, and the software update is being mailed directly to [redacted] to installAs a conciliatory gesture for any inconvenience [redacted] may have experienced, we have submitted a request to send her a $gift card The request was processed on December 15, 2015, so [redacted] should receive the gift card within the next two to three weeks In the interim, since the issue with [redacted] television should be resolved shortly, contingent upon the receipt of the software update from RCA and we have documented her concerns with the repair process, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] ***’ complaint regarding Sears Auto Center [redacted] , Sears Auto Center, District Sales Manager provided the following response: I have spoken to [redacted] about her complaint and have agreed to reimburse her for the amount she spent at another shop to repair her tire I asked her to give Sears another opportunity If she had any other issues going forward that I would refund her the amount of the Road Hazard at that time If I can be of any other assistance to [redacted] ***, she can contact me at [redacted] Since we have noted our response to [redacted] ***’ concerns, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding some tools he wished to have replaced under the [redacted] Warranty Store Manager [redacted] provided the following response: We have spoken with [redacted] concerning this issueShe agreed to visit so that we could replace the screwdrivers that seemed to be the source of this complaintShould [redacted] or [redacted] have any further concerns or questions, we would ask that she contact me [redacted] during business hours at [redacted] In light of the aforementioned information, we have closed our file We apologize to [redacted] and [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 13, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] We have been unable to complete the investigation of [redacted] rebuttal regarding his tool set missing pieces Upon receiving [redacted] rebuttal, we again escalated his concerns to [redacted] Store General Manager for unit# *** [redacted] again attempted to reach [redacted] via email but did not receive a response We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue In the interim, we will consider [redacted] matter closed, pending his response We apologize to [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order and request for a full refund We would first like to apologize for any inconvenience Mr [redacted] may have experiencedAfter researching the notes in his order we found that an ERL had been issuedAccording to [redacted] the order had been dropped off on or around February 9, Sears Online was able to confirm that the order was returned to the vendor’s warehouse on February 18, Accordingly, a refund of $was refunded on February 19, For Mr [redacted] records the return sales receipt number is [redacted] We apologize again for any delay Mr [redacted] experience when he initial made his attempt to return this productIn the interim, since a full refund 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 Sears Holdings Corporation
December 4, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Julie [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding the delay she encountered in trying to receive a television that was supposed to be delivered to her local store for pick-up.Our records indicate that Shelby Tribble in our escalated, executive complaint department assisted Ms [redacted] with her concerns back in OctoberShelby was able to verify that while the television shipped out to the store, it never arrived even though it appeared to have done so based on the trackingOnce it was confirmed though that Ms [redacted] had not received it, Shelby arranged for a new one to be delivered to Ms [redacted] ’s residence, and it was our understanding that this resolution met with her approvalTherefore we have closed our file.We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
December 14, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Ivy [redacted] Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’s complaint regarding the installation of her dishwasher.We have received Ms [redacted] ’s complaint and would like to note that prior to contacting the Revdex.com, Ms [redacted] reached out to our Executive Member Services team Ms [redacted] ’s dishwasher is scheduled to be delivered on December 18, and the monies paid for installation are to be refunded in full That being said, because we are in the process of rectifying Ms [redacted] ’s complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted] Regulatory Complaints Specialist [redacted] Erica[redacted] @searshc.com
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL *** [redacted] Dear MsVirghes: We have not fully completed our investigation of [redacted] complaint regarding service experience We apologize for the delay in responding to this complaintWe are currently waiting contact with [redacted] regarding the recent service at this timeWe are waiting the report for the service department after they have been able to speak with [redacted] In the interim, we have left messages and request [redacted] contact the unit directly at [redacted] We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
May 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding washer As clarification, [redacted] purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within days from the date of purchaseIf Samsung has determined that the unit is un-repairable, then [redacted] as the manufacturer and obligor of the warranty would need to replace the unit Since we are unable to assist in this matter further, 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 Complaint Specialist Sears Holdings Corporation [redacted]
April 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order It is unfortunate that we failed [redacted] expectations as we value her patronageWe can understand her frustration with the series of events detailed in her complaint and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the notes in her order, we confirmed that all pieces of the order had been returnedTherefore, we have processed a full refund of $back to her [redacted] account ending in [redacted] For [redacted] records the return receipt number is [redacted] Additionally, 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 23, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal to our previous response The technician maintains that Mr [redacted] has an electrical problem causing the dishwasher to sputter Electrical problems can manifest at any time and just because there was not a noticeable problem a year ago when the dishwasher was purchased, does not mean that a problem could not be present now Furthermore, Mr [redacted] home is over thirty years old, so it is not improbable that an electrical problem could occur due to the age of the wiring Mr [redacted] has been instructed to hire a licensed electrician If the electrician does not find any problems with the power supply, and Mr [redacted] provides written documentation (detailed invoice) from the electrician to that effect, we will reimburse him for the diagnosis and schedule another appointment with a senior technician Mr [redacted] can fax the invoice to ( [redacted] to the attention of [redacted] *** Otherwise, we will not be able to schedule further service Since a fair resolution has been proposed, commensurate to the circumstances, we ask that this matter be closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
February 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] ’s rebuttal We have reviewed both our response and Mr [redacted] ’s rebuttal, and we do not find that he has brought any new information to his complaintEmails were sent to the address Mr [redacted] noted as well as the one used to place his orderWe apologize if Mr [redacted] felt that he agent that assisted him was being deceitful and that we defended himThat was not our intention at allWe simply were trying to explain what may have occurred and convey that the information he was looking at may have been different from what Mr [redacted] was able to seeWhile it seems an error was made, we do not feel there was any malicious intent behind itWhile we understand that he was dissatisfied with the service he received, we feel our offer was sufficientHowever, as a final gesture of goodwill, we have issued a $gift card to Mr [redacted] ’s home addressThe gift card should arrive within 10-business daysUnfortunately, 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 Mr [redacted] ’s case, we do apologize that we failed his expectations, but we feel our offer 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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 5, [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 online order and request to receive the same item ordered for the same price originally paid As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] located at [redacted] with an email address of [redacted] and telephone number ( [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [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 In closure, since Mr [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his requestAs such, a refund of $has been credited to Mr [redacted] account on January 28, As this decision is in accordance to our posted terms and conditions, 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
April 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent purchase Store Manager [redacted] provided the following response: We apologize that this was not handled correctly initially and we want to thank [redacted] for bringing the matter to our attentionWe have taken steps to prevent any further such occurrencesThat said, we were able to speak with [redacted] and he indicated that we provided a resolution that was satisfactoryIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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] Specialist, Regulatory Complaints [redacted]
Complaint: I am rejecting this response because: Sears never contacted me and no one helped in customer services to resolve the issue I got the item shipped by calling the store myself and never heard from customer service Several people said the would call me back but no reply Sincerely, Tina [redacted]
Complaint: [redacted] I am rejecting this response because:I appreciate Sears' apology and admission, but now is the time to make me whole for the loss of food, the expenses I incurred (I had to buy a freezer at [redacted] while it tood FIVE (5) (!!) visits to repair the refrigerator, and the total waste of my timeThree of the five visits did nothing to advance the repair of my [redacted] refrigeratorMy claim is: $lost spoiled food, per the contract$- freezer from [redacted] for a month$lost time from work waiting for three Sears visits which misdiagnosed problem, ordered incorrect partsTotal Claim: $940I will be happy to close the complaint when Sears makes things right by compensating me as set forth herein [redacted] I will be happy to close the file if Sears makes these payments [redacted] I have a pending claim for refrigerator freezer food lossI also ask that I be given a partial re Sincerely, [redacted]
Hello [redacted] The email address I provided you with is validPlease supply the part number you need and I will verify if it is unavailableIf it is not available, we will issue a product credit that you may use to purchase another planer from Sears in accordance with the terms of your service contractIf the part is available, then you will need to have the item repaired; we can set this upI will wait for your response with the part number.Sincerely, [redacted] [redacted]
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a washer purchased from Sears.Our records indicate that on October 27th *** [redacted] was assisted by the [redacted] Sears storeA new Kenmore washer was order was delivered to her home on November 3, [redacted] was also refunded for the purchase of the washer hoses, delivery and a $sales adjustmentOn October 29th I emailed [redacted] and offered to provide her with a 30% sales adjustment which would be approximately $To date I have not heard from [redacted] If she would like to take advantage of my offer she can email me at [redacted] Since we have noted the results of our investigation, we ask that this complaint be closed pending contactWe 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]
November 11, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving the part he ordered online and his request for a refund.Upon receipt of [redacted] complaint we reached out to [redacted] Senior Customer Support Representative with Parts Direct, to assist with his concern [redacted] researched and discovered that when [redacted] reported that he had not received the order, we placed another order for him The replacement order was shipped to [redacted] *n October 20, Our records indicate that the replacement order was returned by [redacted] On November 6, we issued the credits of $and $to [redacted] With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to MrDe Quevedo and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
November 11, [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 the treadmill she ordered online and the problems she encountered when she attempted to return the item at our Sears Hometown store We have [redacted] rebuttal, and we do not find that she has brought any new information to her complaint While we understand that she was dissatisfied with the service she received, the fact remains that District Sales Manager [redacted] has made multiple attempts to contact [redacted] We regret that this incident occurred, but we can assure [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be avertedWith that being said, [redacted] may contact District Sales Manager [redacted] at [redacted] if she would like to discuss her concerns Since we have addressed the issues 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]
December 15, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding her television repair.First, we would like to apologize to [redacted] for failing her expectations in regard to her television repair Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network Accordingly, we forwarded [redacted] complaint to the District Service Manager and Routing Manager for review and we are confident that her concerns will be thoroughly addressedOn December 14, 2015, the technician examined [redacted] television and consulted with Sears Technical Assistance Center (STAC) in regard to the quality of the picture STAC responded that [redacted] television needed a software update to correct the problemSTAC further advised the technician that they contacted ***, the manufacturer, and the software update is being mailed directly to [redacted] to installAs a conciliatory gesture for any inconvenience [redacted] may have experienced, we have submitted a request to send her a $gift card The request was processed on December 15, 2015, so [redacted] should receive the gift card within the next two to three weeks In the interim, since the issue with [redacted] television should be resolved shortly, contingent upon the receipt of the software update from RCA and we have documented her concerns with the repair process, we ask to have this matter closed.Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] ***’ complaint regarding Sears Auto Center [redacted] , Sears Auto Center, District Sales Manager provided the following response: I have spoken to [redacted] about her complaint and have agreed to reimburse her for the amount she spent at another shop to repair her tire I asked her to give Sears another opportunity If she had any other issues going forward that I would refund her the amount of the Road Hazard at that time If I can be of any other assistance to [redacted] ***, she can contact me at [redacted] Since we have noted our response to [redacted] ***’ concerns, we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
April 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding some tools he wished to have replaced under the [redacted] Warranty Store Manager [redacted] provided the following response: We have spoken with [redacted] concerning this issueShe agreed to visit so that we could replace the screwdrivers that seemed to be the source of this complaintShould [redacted] or [redacted] have any further concerns or questions, we would ask that she contact me [redacted] during business hours at [redacted] In light of the aforementioned information, we have closed our file We apologize to [redacted] and [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 13, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL *** [redacted] We have been unable to complete the investigation of [redacted] rebuttal regarding his tool set missing pieces Upon receiving [redacted] rebuttal, we again escalated his concerns to [redacted] Store General Manager for unit# *** [redacted] again attempted to reach [redacted] via email but did not receive a response We are unable to resolve [redacted] issue until we have the opportunity to discuss the matter with him [redacted] may contact [redacted] at [redacted] at his earliest convenience if he still requires assistance with his issue In the interim, we will consider [redacted] matter closed, pending his response We apologize to [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
February 22, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his online order and request for a full refund We would first like to apologize for any inconvenience Mr [redacted] may have experiencedAfter researching the notes in his order we found that an ERL had been issuedAccording to [redacted] the order had been dropped off on or around February 9, Sears Online was able to confirm that the order was returned to the vendor’s warehouse on February 18, Accordingly, a refund of $was refunded on February 19, For Mr [redacted] records the return sales receipt number is [redacted] We apologize again for any delay Mr [redacted] experience when he initial made his attempt to return this productIn the interim, since a full refund 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 Sears Holdings Corporation