January 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Purchase ProtectFirst, we would like to apologize to Mr [redacted] for failing his expectations when he recently attempted to file a claim with Sears Purchase Protect Upon receiving Mr [redacted] complaint, we contacted Team Manager [redacted] for assistance Ms [redacted] advised that Mr [redacted] issue was resolved by filing a new claim [redacted] and ensuring that he was able to print a return label Additionally, Mr [redacted] accepted an e-gift card as form of payment for his claim and he should receive it within three to four days after his claim is approved Since it is our understanding that Mr [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closedAgain, we apologize to Mr [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order As clarification, [redacted] placed through one of our Marketplace vendors, [redacted] ***Some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersFurthermore, each seller posts their return policies and the member’s purchase is subject to those termsThat said, we strive to ensure that anyone visiting our site is treated fairly no matter who the seller may beTherefore, we have spoken it the seller and they are willing to email her a printable prepaid shipping label for returnOnce received, a full refund minus the $credit that was already applied will be issuedIf [redacted] wishes to accept, she may email me at the address listed below and I will have the seller send her the return labelIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
December 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience and non-receipt of a refund It is unfortunate that we failed [redacted] expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the note sin her online order, we found that a refund was processed on December 6, It normally takes approximately business days to receive the new refund gift card in the mailHowever due to the holidays, [redacted] should receive the card in the mail by December 30, 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, pending her receipt of the refund in the mail 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 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his online order and request for a refund It is unfortunate that we failed [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in his order we found that the order had been cancelled and a refund was processed on April 8, For [redacted] records a refund of $and $was credited back to the same form of payment he originally used at the time of purchaseAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn 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
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response Since receiving Ms [redacted] follconcerns, a technician returned to her home to address the remaining issues with her dryer On January 29, 2016, the technician installed a new thermostat, thermistor and duct assembly He then tested the unit and found it to be heating properly Additionally, Ms [redacted] was not charged for this follrepair As it is our understanding that Ms [redacted] dryer is now working as expected, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
November 17, 2015 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # Re: # [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she... encountered with the installation of her replacement dishwasher. It is unfortunate that we failed [redacted] expectations when she recently scheduled a dishwasher installation. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced.Upon receipt of [redacted] complaint, we reached out to [redacted] Customer Service Represent with Installations, to assist with [redacted] complaint. [redacted] researched and confirmed that the contractor had returned the dishwasher and the credit for the dishwasher was issued back to [redacted] replacement authorization number. On November 1, 2015 [redacted] repurchased the dishwasher and [redacted] contacted our installation contractor to arrange an installation date. Installation of the dishwasher was scheduled for November 13, 2015. Regrettably, the contractor was unable to install the dishwasher again due to plumbing issues. We contacted [redacted] daughter, [redacted] on November 17, 2015 to discuss the installation issue. She confirmed that the installer informed her that the dishwasher she selected is designed with a side hook-up, and the plumbing in her house is set up for a bottom hook-up. This is considered a liability issue and the installer informed [redacted] that she would have to hire a plumber to change the plumbing for a side hook-up prior to installing the dishwasher. As clarification, the protection agreement will only cover standard installation and does not cover any additional plumbing. The installer also informed [redacted] that it is quite possible that the dishwasher will not fit in the space provided. [redacted] stated that she consulted a third party contractor in regards to the dishwasher. He informed her that he would provide her a quote for the plumbing issue and for the installation of the dishwasher as well. We informed [redacted] that she has two options at this point. We could resend our installation contractor to install the dishwasher once she has resolved the plumbing issue; or we could deliver the dishwasher and reimburse her up to $139.00 to hire a third party installation contractor. [redacted] stated that she is undecided at this time, but will contact us once she receives an estimate from her third party contractor.With that being said, since our agreement with the RevDex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the RevDex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.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]
April 27, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent... transaction. As clarification, when a consumer signs up for a credit application, it is noted that if they are declined for the primary account offered by [redacted] , a secondary form of credit will be applied for throug [redacted] Bank. The consumer has to indicate that they agree to this on the signature pad before the application is submitted. We apologize if this was not clear to [redacted] and we cannot comment on why he was declined. Only the credit card company, [redacted] Bank can answer that question. Typically, a consumer is sent a notice in the mail indicating why their request was declined. That said, the offer for 15% was only being tendered to consumers who were approved for the [redacted] card. The [redacted] card was only offering a $15.00 statement credit on their first purchase. If [redacted] has not seen this credit on his statement, he would need to contact the number listed on the back of his card or on the statement itself for [redacted] Bank. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 17, 2015 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed our investigation of [redacted] complaint regarding his microwave oven.Upon receipt of [redacted] complaint, we found... that he had previously been in contact with [redacted] from our Strategic Member Support department. [redacted] offered [redacted] a replacement for his microwave on October 23, 2015 in the amount based on the receipt of purchase dated May 18, 2015 which is $396.99. [redacted] stated that he had paid more than the receipt we have on file and [redacted] requested a copy of that receipt so we are replacing at the correct amount. Ms. [redacted] contacted [redacted] several times to complete the replacement unfortunately [redacted] has not provided the asked for receipt. To complete the exchange for his microwave [redacted] need only contact our office directly at [redacted] and we will be happy to continue with the replacement in the amount of $396.99 unless [redacted] can provide a receipt that shows a higher amount. In the interim since we have offered to replace [redacted] microwave and are only waiting on [redacted] to complete the replacement process we have closed this case pending his response. We apologize to Mr. Morgan on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his refrigerator Our research shows that there has been one service repair for [redacted] refrigeratorIn September 2015, Our service technician did document that the doors were not sealing properly and a gasket seal was ordered and sent to [redacted] to the repair address on file of [redacted] ***We attempted to schedule a service technician back out to install the gasket on October 3, but were unable to make this appointment and requested to reschedule the appointment with [redacted] and were informed by someone at the number [redacted] that they had used another provider to install the partOur records show no contact from [redacted] until December 29, when he called in to inquire about service but as our system shows the call was lost after one minute no service order was openedThere is no other contact from [redacted] until the receipt of this complaintWe would expect our customer’s to inform Sears when a repair does not fix an appliance and wia reasonable time or at least withe first days after a repair was completed That being said since we have no record indicating [redacted] continued to have problems with the refrigerator doors after the service in September and he is now months outside the warranty period and it has been six months since the last service, [redacted] will be responsible for any repairs to his refrigeratorSince we have explained why we will not be servicing [redacted] refrigerator at no cost nor will we be providing a two year service agreement, we have closed our case We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:#I provided a copy of my original receipt twice to Ms[redacted] Needless to say my info is all documented in their system from the original installationIt is my opinion that Ms [redacted] handles escalated complaints frequently because she was very confused about my specific case and at one point agreed to credit us in the amount of $1,because she thought we were returning an ovenShe has wavered back and fourth with both my husband and myself in agreeing to give us a store credit and then telling us "no you can't exchange it for that"We have spoken repeatedly without being able to come to a fair agreement-hence the Revdex.com complaint.#We purchased the best microwave Sears offers and want the freedom to exchange it for a comparable model without the stipulations of what brand or category that must fall inWe have had to re configure our entire kitchen at this point which means we now need a regular microwave that sits on the countertopMs [redacted] would only agree to an exchange if it met certain guidelines...For example we paid almost $for the microwave but the only one comparable leaves us with remaining funds...she would not allow us to use those remaining funds which meant we basically lost a few hundred dollars if the only microwave we could find in the size needed was only $150.Bottom line, we felt that not only have we been inconvenienced by this huge mess but then when Sears agrees to initially fix the situation, it must be in accordance with all of these other stipulationsWhy? Just give us a merchandise credit for a comparable item and we return the defective microwaveIs that really too much to ask? The basis upon which we purchased a good from Sears (our appliances) was dependent upon the item A-being installed properly and B- not being defective as a result of poor installationNeither A OR B was met therefor I am entitled to either a refund of the original amount in which I paid or a credit for that original amountIt is advertisement otherwise and the fact that I am fighting for that is absurd considering the catastrophic damage that could have been had from Sears poor installation Sincerely, [redacted]
December 21, [redacted] Revdex.com [redacted] Chicago, IL Re: # [redacted] -William [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his recliner Us Quality was adamant that the recliner cannot be repaired each time we have talked to them they have maintained the same each time we have spoken with themIn the interest of resolving this issue, we are willing to allow Mr [redacted] to select another recliner sold at Sears with a selling price of up to $to be provided in exchange for his old chair Once Mr [redacted] has made his selection, he may contact me at the email address noted below and the necessary arrangements will be madeOur full selection of power recliners is listed on our websiteIn light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie[redacted] @searshc.com [redacted]
March 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of a refrigerator he wished to purchase Assistant Store Manager [redacted] provided the following response: We have spoken with [redacted] in regard to this issueArrangements have been made for him to visit our location during the next Friends and Family promotion, which takes place next week and we will endeavor to provide him with an agreeable price for a refrigeratorShould [redacted] have any further questions, he may contact me ***) during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] the statements in this response from sears are misleading and falseno one has returned a phone call from the loss depart at sears all of my food damaged and destroyed by sears giant lemon freezer the claims department at sears has been siting on there hands as the freezer is still going nut runs wildly even as I type this response there has been freezers delivered to my home in the last months that are junk lemons the one in my home now is such a lemon it should be painted yellow.now for terry he is in full knowledge of concerns problems with his worthless lemon freezer, he took the time to wright you hog wash but he never re turned any of the phone call that concerned problems with searswhen you do get to talk to him all he says sorry sorry sorry sorry sorry sorry .but sorry wont fix the issues with there lemon if he would do his job this problem would be solved over a month ago but instead of addressing the issue he wrights hogwashand I can prove he didn't re turn anycall my cellphone has full list of incoming and out going call there is a lot more out going with no response then income callsnow for contacting the store I have tried for a week trying to get a hold of the contact person when they answer the phone I get a run around or they don't know if she is there or when she will be there and terry in full knowledge of this situation also I keep paying for there lemon freezer and keep getting abused and lied to and run around circles ." I WONT THE FREEZER REPLACED WITH A DIFFERENT MODEL ,AND I WONT MY FOOD CLAIMS RESOLVED"
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent store experience Assistant Manager [redacted] provided the following response: I apologize that the status of the order was not able to be changedHowever, as I informed [redacted] it does not really affect anythingThe important thing is that he received his replacement and furthermore one that was an upgraded model at no additional cost to himAs for the experience he had in the store, I personally discussed this with [redacted] and I thought he matter had been resolvedShould [redacted] wish to further I [redacted] may be reached during nonral business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 5, 2014/11/26) */ Contact Name and Title: [redacted] Contact Phone: [redacted] November 26, 2014 [redacted] ... We have completed the investigation of [redacted] complaint regarding his non-receipt of a refund from an online order he returned to his local Sears. We would first like to apologize for any inconvenience [redacted] may have experienced with his return. After researching his online order we found that a refund was processed on November 21, 2014. For [redacted] 's records the return sales receipt number is [redacted] . Accordingly, a refund of $83.14 should reflect in his account ending in [redacted] within three to five business days from the refund date. Finally, we found a previous case opened with Sears Blue Ribbon under a different telephone number than indicated on his RevDex.com complaint. Blue Ribbon also provided the refund information and has a reminder set to follow up with [redacted] on December 1, 2014, to ensure his credit posted to his account. In the interim, since a refund has been processed, we respectfully ask to have this matter closed, pending confirmation that he received his credit. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. [redacted]
December 28, 2015 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Alicja [redacted] - # 10997482 Dear Ms. [redacted] : We have been unable to complete the investigation of Ms. [redacted] ’s complaint regarding Sears Home Services.... First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her refrigerator. Since receiving Ms. [redacted] ’s complaint on December 17, 2015, several attempts have been made to contact her to discuss her concerns. Barbara [redacted] with unit 7983 has left several messages asking for a call back, but has not received a response to date. We value Ms. [redacted] ’s patronage and are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms. [redacted] at [redacted] at her convenience if she requires further assistance. Additionally, if Ms. [redacted] wishes to proceed with the cancellation of her service contract, she can reach our Protection Agreement department at [redacted] . The refund will be pro-rated, based upon the number of months of coverage remaining and issued in the original form of payment. In the interim, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
January 4, 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] rebuttal complaint regarding the previous response provided. [redacted] , Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We have sent Ms. [redacted] the difference on a money order and gave her points to her Shop Your Way Reward account for the inconvenience. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Finally, we ask that Ms. [redacted] contact our store directly at [redacted] should she have any further questions or if she does not receive the difference by January 22, 2016. We have noted Ms. [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the final refund. 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
Complaint: [redacted] I am rejecting this response because:I believe I am not the only have a hard time to get the refundI don't see any refund processed in November other than you made it up.The order was canceled by Sears on 11/16/and stated that will be refunded in 5-business days, but Sears failed to do so.I spoke to [redacted] Sears case manager on 12/6/and was told should be refunded within hours, but nothing happen.I spoke to [redacted] Sears case manager on 12/10/and he told me that refund was processed on 11/29/and should be received my refund by mail by the end of 12/11/I was waiting and nothing in the mail.I have been asking for a proof of refund and no one be able to provide it.I spoke to a case manager and a field manager at Sears on 12/15/to get my refund and was told to wait another - business days.Is this how Sears doing the business? Sears puts a lot of resources to fool around with customers rather than do the right jobYour process is broken and needs senior management's attention in order to stay in the business.I don't how many customers get up to ask for the refund, but the time I spent to get the refund it costs more than the amount of refund itself.Since Sears never processed the refund in November and not able to proof itPlease do not use the word "REPROCESS" Sincerely, [redacted] ***
November 9, 2015 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] s’ rebuttal. According to our records, the gift cards were re-issued on October 29, 2015 and [redacted] s was advised that it can take 7-10 business days to arrive. This notice was posted on November 1, 2015, which means not enough time had elapsed for their arrival. In light of the aforementioned information, we respectfully ask that this matter remain closed. Again, we apologize to [redacted] s and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
January 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Purchase ProtectFirst, we would like to apologize to Mr [redacted] for failing his expectations when he recently attempted to file a claim with Sears Purchase Protect Upon receiving Mr [redacted] complaint, we contacted Team Manager [redacted] for assistance Ms [redacted] advised that Mr [redacted] issue was resolved by filing a new claim [redacted] and ensuring that he was able to print a return label Additionally, Mr [redacted] accepted an e-gift card as form of payment for his claim and he should receive it within three to four days after his claim is approved Since it is our understanding that Mr [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closedAgain, we apologize to Mr [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
April 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent order As clarification, [redacted] placed through one of our Marketplace vendors, [redacted] ***Some time ago our online website began hosting other retailers through our Sears Marketplace program The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination Much like a well-known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersFurthermore, each seller posts their return policies and the member’s purchase is subject to those termsThat said, we strive to ensure that anyone visiting our site is treated fairly no matter who the seller may beTherefore, we have spoken it the seller and they are willing to email her a printable prepaid shipping label for returnOnce received, a full refund minus the $credit that was already applied will be issuedIf [redacted] wishes to accept, she may email me at the address listed below and I will have the seller send her the return labelIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
December 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order experience and non-receipt of a refund It is unfortunate that we failed [redacted] expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the note sin her online order, we found that a refund was processed on December 6, It normally takes approximately business days to receive the new refund gift card in the mailHowever due to the holidays, [redacted] should receive the card in the mail by December 30, 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, pending her receipt of the refund in the mail 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 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding his online order and request for a refund It is unfortunate that we failed [redacted] expectations as we value his patronageWe can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After reviewing the notes in his order we found that the order had been cancelled and a refund was processed on April 8, For [redacted] records a refund of $and $was credited back to the same form of payment he originally used at the time of purchaseAdditionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponIn 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
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to our previous response Since receiving Ms [redacted] follconcerns, a technician returned to her home to address the remaining issues with her dryer On January 29, 2016, the technician installed a new thermostat, thermistor and duct assembly He then tested the unit and found it to be heating properly Additionally, Ms [redacted] was not charged for this follrepair As it is our understanding that Ms [redacted] dryer is now working as expected, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
November 17, 2015 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # Re: # [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she... encountered with the installation of her replacement dishwasher. It is unfortunate that we failed [redacted] expectations when she recently scheduled a dishwasher installation. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced.Upon receipt of [redacted] complaint, we reached out to [redacted] Customer Service Represent with Installations, to assist with [redacted] complaint. [redacted] researched and confirmed that the contractor had returned the dishwasher and the credit for the dishwasher was issued back to [redacted] replacement authorization number. On November 1, 2015 [redacted] repurchased the dishwasher and [redacted] contacted our installation contractor to arrange an installation date. Installation of the dishwasher was scheduled for November 13, 2015. Regrettably, the contractor was unable to install the dishwasher again due to plumbing issues. We contacted [redacted] daughter, [redacted] on November 17, 2015 to discuss the installation issue. She confirmed that the installer informed her that the dishwasher she selected is designed with a side hook-up, and the plumbing in her house is set up for a bottom hook-up. This is considered a liability issue and the installer informed [redacted] that she would have to hire a plumber to change the plumbing for a side hook-up prior to installing the dishwasher. As clarification, the protection agreement will only cover standard installation and does not cover any additional plumbing. The installer also informed [redacted] that it is quite possible that the dishwasher will not fit in the space provided. [redacted] stated that she consulted a third party contractor in regards to the dishwasher. He informed her that he would provide her a quote for the plumbing issue and for the installation of the dishwasher as well. We informed [redacted] that she has two options at this point. We could resend our installation contractor to install the dishwasher once she has resolved the plumbing issue; or we could deliver the dishwasher and reimburse her up to $139.00 to hire a third party installation contractor. [redacted] stated that she is undecided at this time, but will contact us once she receives an estimate from her third party contractor.With that being said, since our agreement with the RevDex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If [redacted] issue is not resolved to her satisfaction, she can reopen it later even if the RevDex.com has closed it as resolved. We respectfully ask to have this matter closed at this time.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]
April 27, 2016 [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent... transaction. As clarification, when a consumer signs up for a credit application, it is noted that if they are declined for the primary account offered by [redacted] , a secondary form of credit will be applied for throug [redacted] Bank. The consumer has to indicate that they agree to this on the signature pad before the application is submitted. We apologize if this was not clear to [redacted] and we cannot comment on why he was declined. Only the credit card company, [redacted] Bank can answer that question. Typically, a consumer is sent a notice in the mail indicating why their request was declined. That said, the offer for 15% was only being tendered to consumers who were approved for the [redacted] card. The [redacted] card was only offering a $15.00 statement credit on their first purchase. If [redacted] has not seen this credit on his statement, he would need to contact the number listed on the back of his card or on the statement itself for [redacted] Bank. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 17, 2015 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed our investigation of [redacted] complaint regarding his microwave oven.Upon receipt of [redacted] complaint, we found... that he had previously been in contact with [redacted] from our Strategic Member Support department. [redacted] offered [redacted] a replacement for his microwave on October 23, 2015 in the amount based on the receipt of purchase dated May 18, 2015 which is $396.99. [redacted] stated that he had paid more than the receipt we have on file and [redacted] requested a copy of that receipt so we are replacing at the correct amount. Ms. [redacted] contacted [redacted] several times to complete the replacement unfortunately [redacted] has not provided the asked for receipt. To complete the exchange for his microwave [redacted] need only contact our office directly at [redacted] and we will be happy to continue with the replacement in the amount of $396.99 unless [redacted] can provide a receipt that shows a higher amount. In the interim since we have offered to replace [redacted] microwave and are only waiting on [redacted] to complete the replacement process we have closed this case pending his response. We apologize to Mr. Morgan on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.) Refund was not provided, but told it would be done on multiple ocations
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his refrigerator Our research shows that there has been one service repair for [redacted] refrigeratorIn September 2015, Our service technician did document that the doors were not sealing properly and a gasket seal was ordered and sent to [redacted] to the repair address on file of [redacted] ***We attempted to schedule a service technician back out to install the gasket on October 3, but were unable to make this appointment and requested to reschedule the appointment with [redacted] and were informed by someone at the number [redacted] that they had used another provider to install the partOur records show no contact from [redacted] until December 29, when he called in to inquire about service but as our system shows the call was lost after one minute no service order was openedThere is no other contact from [redacted] until the receipt of this complaintWe would expect our customer’s to inform Sears when a repair does not fix an appliance and wia reasonable time or at least withe first days after a repair was completed That being said since we have no record indicating [redacted] continued to have problems with the refrigerator doors after the service in September and he is now months outside the warranty period and it has been six months since the last service, [redacted] will be responsible for any repairs to his refrigeratorSince we have explained why we will not be servicing [redacted] refrigerator at no cost nor will we be providing a two year service agreement, we have closed our case We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:#I provided a copy of my original receipt twice to Ms[redacted] Needless to say my info is all documented in their system from the original installationIt is my opinion that Ms [redacted] handles escalated complaints frequently because she was very confused about my specific case and at one point agreed to credit us in the amount of $1,because she thought we were returning an ovenShe has wavered back and fourth with both my husband and myself in agreeing to give us a store credit and then telling us "no you can't exchange it for that"We have spoken repeatedly without being able to come to a fair agreement-hence the Revdex.com complaint.#We purchased the best microwave Sears offers and want the freedom to exchange it for a comparable model without the stipulations of what brand or category that must fall inWe have had to re configure our entire kitchen at this point which means we now need a regular microwave that sits on the countertopMs [redacted] would only agree to an exchange if it met certain guidelines...For example we paid almost $for the microwave but the only one comparable leaves us with remaining funds...she would not allow us to use those remaining funds which meant we basically lost a few hundred dollars if the only microwave we could find in the size needed was only $150.Bottom line, we felt that not only have we been inconvenienced by this huge mess but then when Sears agrees to initially fix the situation, it must be in accordance with all of these other stipulationsWhy? Just give us a merchandise credit for a comparable item and we return the defective microwaveIs that really too much to ask? The basis upon which we purchased a good from Sears (our appliances) was dependent upon the item A-being installed properly and B- not being defective as a result of poor installationNeither A OR B was met therefor I am entitled to either a refund of the original amount in which I paid or a credit for that original amountIt is advertisement otherwise and the fact that I am fighting for that is absurd considering the catastrophic damage that could have been had from Sears poor installation Sincerely, [redacted]
December 21, [redacted] Revdex.com [redacted] Chicago, IL Re: # [redacted] -William [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his recliner Us Quality was adamant that the recliner cannot be repaired each time we have talked to them they have maintained the same each time we have spoken with themIn the interest of resolving this issue, we are willing to allow Mr [redacted] to select another recliner sold at Sears with a selling price of up to $to be provided in exchange for his old chair Once Mr [redacted] has made his selection, he may contact me at the email address noted below and the necessary arrangements will be madeOur full selection of power recliners is listed on our websiteIn light of the aforementioned information, we respectfully ask that this matter be considered 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie[redacted] @searshc.com [redacted]
March 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the pricing of a refrigerator he wished to purchase Assistant Store Manager [redacted] provided the following response: We have spoken with [redacted] in regard to this issueArrangements have been made for him to visit our location during the next Friends and Family promotion, which takes place next week and we will endeavor to provide him with an agreeable price for a refrigeratorShould [redacted] have any further questions, he may contact me ***) during business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closedWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] the statements in this response from sears are misleading and falseno one has returned a phone call from the loss depart at sears all of my food damaged and destroyed by sears giant lemon freezer the claims department at sears has been siting on there hands as the freezer is still going nut runs wildly even as I type this response there has been freezers delivered to my home in the last months that are junk lemons the one in my home now is such a lemon it should be painted yellow.now for terry he is in full knowledge of concerns problems with his worthless lemon freezer, he took the time to wright you hog wash but he never re turned any of the phone call that concerned problems with searswhen you do get to talk to him all he says sorry sorry sorry sorry sorry sorry .but sorry wont fix the issues with there lemon if he would do his job this problem would be solved over a month ago but instead of addressing the issue he wrights hogwashand I can prove he didn't re turn anycall my cellphone has full list of incoming and out going call there is a lot more out going with no response then income callsnow for contacting the store I have tried for a week trying to get a hold of the contact person when they answer the phone I get a run around or they don't know if she is there or when she will be there and terry in full knowledge of this situation also I keep paying for there lemon freezer and keep getting abused and lied to and run around circles ." I WONT THE FREEZER REPLACED WITH A DIFFERENT MODEL ,AND I WONT MY FOOD CLAIMS RESOLVED"
March 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent store experience Assistant Manager [redacted] provided the following response: I apologize that the status of the order was not able to be changedHowever, as I informed [redacted] it does not really affect anythingThe important thing is that he received his replacement and furthermore one that was an upgraded model at no additional cost to himAs for the experience he had in the store, I personally discussed this with [redacted] and I thought he matter had been resolvedShould [redacted] wish to further I [redacted] may be reached during nonral business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response / [redacted] (1000, 5, 2014/11/26) */ Contact Name and Title: [redacted] Contact Phone: [redacted] November 26, 2014 [redacted] ... We have completed the investigation of [redacted] complaint regarding his non-receipt of a refund from an online order he returned to his local Sears. We would first like to apologize for any inconvenience [redacted] may have experienced with his return. After researching his online order we found that a refund was processed on November 21, 2014. For [redacted] 's records the return sales receipt number is [redacted] . Accordingly, a refund of $83.14 should reflect in his account ending in [redacted] within three to five business days from the refund date. Finally, we found a previous case opened with Sears Blue Ribbon under a different telephone number than indicated on his RevDex.com complaint. Blue Ribbon also provided the refund information and has a reminder set to follow up with [redacted] on December 1, 2014, to ensure his credit posted to his account. In the interim, since a refund has been processed, we respectfully ask to have this matter closed, pending confirmation that he received his credit. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. [redacted]
December 28, 2015 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Alicja [redacted] - # 10997482 Dear Ms. [redacted] : We have been unable to complete the investigation of Ms. [redacted] ’s complaint regarding Sears Home Services.... First, we would like to apologize to Ms. [redacted] for failing her expectations when she recently scheduled service for her refrigerator. Since receiving Ms. [redacted] ’s complaint on December 17, 2015, several attempts have been made to contact her to discuss her concerns. Barbara [redacted] with unit 7983 has left several messages asking for a call back, but has not received a response to date. We value Ms. [redacted] ’s patronage and are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call Ms. [redacted] at [redacted] at her convenience if she requires further assistance. Additionally, if Ms. [redacted] wishes to proceed with the cancellation of her service contract, she can reach our Protection Agreement department at [redacted] . The refund will be pro-rated, based upon the number of months of coverage remaining and issued in the original form of payment. In the interim, we ask to have this matter closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
January 4, 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] rebuttal complaint regarding the previous response provided. [redacted] , Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We have sent Ms. [redacted] the difference on a money order and gave her points to her Shop Your Way Reward account for the inconvenience. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Finally, we ask that Ms. [redacted] contact our store directly at [redacted] should she have any further questions or if she does not receive the difference by January 22, 2016. We have noted Ms. [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the final refund. 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
Complaint: [redacted] I am rejecting this response because:I believe I am not the only have a hard time to get the refundI don't see any refund processed in November other than you made it up.The order was canceled by Sears on 11/16/and stated that will be refunded in 5-business days, but Sears failed to do so.I spoke to [redacted] Sears case manager on 12/6/and was told should be refunded within hours, but nothing happen.I spoke to [redacted] Sears case manager on 12/10/and he told me that refund was processed on 11/29/and should be received my refund by mail by the end of 12/11/I was waiting and nothing in the mail.I have been asking for a proof of refund and no one be able to provide it.I spoke to a case manager and a field manager at Sears on 12/15/to get my refund and was told to wait another - business days.Is this how Sears doing the business? Sears puts a lot of resources to fool around with customers rather than do the right jobYour process is broken and needs senior management's attention in order to stay in the business.I don't how many customers get up to ask for the refund, but the time I spent to get the refund it costs more than the amount of refund itself.Since Sears never processed the refund in November and not able to proof itPlease do not use the word "REPROCESS" Sincerely, [redacted] ***
November 9, 2015 [redacted] RevDex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] s’ rebuttal. According to our records, the gift cards were re-issued on October 29, 2015 and [redacted] s was advised that it can take 7-10 business days to arrive. This notice was posted on November 1, 2015, which means not enough time had elapsed for their arrival. In light of the aforementioned information, we respectfully ask that this matter remain closed. Again, we apologize to [redacted] s and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]