Complaint: I am rejecting this response because: Sears has told me repeatedly that they were sending a refundUntil I receive the gift cards I do not consider the case closedWhy would it take to business days for a refund to reach me? The minute I have the gift card in my hand the situation will be closed Sincerely, Kathy [redacted]
Initial Business Response / [redacted] (1000, 8, 2014/12/30) */ Contact Name and Title: Contact Phone: [redacted] December 30, [redacted] We have completed the investigation of [redacted] complaint regarding the refund for her online order that was not delivered We apologized to [redacted] for the delay in the refund process and that we failed to meet her expectationsWe researched the order and confirmed that the headboard was never delivered and that the refund had not been processedOn December 22, 2014, a credit was process in the amount of $to [redacted] card ending in ***The credit should post to [redacted] account within - business daysWith that being said, since we have provided the resolution that was requested, we respectfully request this case be closed Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
November 24, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to our previous response As we stated in our original response, [redacted] was charged correctly for the service he was provided Furthermore, he was read a script explaining that a minimum charge would incur, but he would be charged for parts and labor if a repair was needed We apologize for any misunderstanding, but the minimum charge was explained to [redacted] at the time he scheduled his appointment; therefore, no further remuneration will be forthcomingAs to his partial refund of $ that was promised, it was processed on November 12, 2015, by our accounting department See the documentation below from his service order – PS/REFUND CREDIT TO [redacted] 11/12/15$ [redacted] We suggest that [redacted] contact his credit card company to confirm the credit; otherwise, it can take one to two cycles for it to show on his statement In the interim, since [redacted] was charged correctly and his partial credit has been issued, we ask that this matter be closed.Again, appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:I want my complaint to go on record publicly with the Revdex.com so others are warned of Sears' ways and wrongdoings I am beside myself and shocked at how Sears won't take responsibility for their mistakes and feel as though it's okay to keep mechanics on staff who can't tell the difference between a gas and hybrid car Damaged was caused to my vehicle resulting in a costly part my car didn't need at the time I was promised the heat would be fixed as a result and it wasn't I paid for the damage an inexperienced Sears mechanic caused my car I don't understand at all how Sears thinks this is okay!! I hope the Revdex.com allows my complaint to be posted publicly I would hate for this to happen to anyone els Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her dryer [redacted] ***, Sears Home Services Technical Manager provided the following response: Both [redacted] washer and dryer were serviced on February 25, Per the technicians notes both units were tested and were found to be operating as expectedMoving forward if I can be of any assistance to [redacted] ***, she can reach me at [redacted] Since we have noted our response to [redacted] complaint, we ask that this complaint be closedWe apologize to [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]
February 24, [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 dissatisfaction with multiple pending charges for his cancelled sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letter His concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, refunds of $227.17, $215.81, and $were issued to Mr [redacted] credit account ending in *** Our records indicate that Mr [redacted] filed a credit dispute with his credit provider; therefore, any invalid charges that may exist will be reversed by them and Mr [redacted] will not see any further refunds directly from Sears for this order At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and no further resolution can be offered considering the aforementioned circumstances We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
December 7, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Charles [redacted] - # Dear Ms [redacted] : We have completed our investigation of Mr***’ complaint regarding his range repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his range repairAfter receiving Mr***’ complaint, Executive Member Support advocate, Belen Jackson reached out to him to assist him with his concerns While an exchange or a refund was not an option, MsJackson offered to assist Mr [redacted] with the repair of his range MsJackson monitored the part order and offered to check on sooner serviceMr [redacted] opted to keep the November 29th appointment and MsJackson confirmed with him on November 30, 2017, that the repair was completed and the range was working properlyWith that said, since Mr***’ repair has been completed to his satisfaction, albeit later than expected, we have closed our file Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
March 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have reviewed [redacted] rebuttal complaint to the previous response provided regarding the online order which was refunded We have reviewed [redacted] rebuttal and we do not find that she has brought any new information to her complaintAs clarification, we reached out to (DCC) Sears’ Detail Control Center to verify the refunds that were issuedDCC reviewed the account in our merchant service site and confirmed that the credit of $was in fact posted with reference number [redacted] assigned to itAdditionally, the credit of $posted with reference number [redacted] While we understand that she may remain dissatisfied with this response, we are unable to grant her request for another refundUnfortunately, 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 grantIn [redacted] case we do apologize if we failed her expectations, but we feel the full refund that was provided on December 7, 2015, is relative to the circumstances and our decision is finalAt this point, [redacted] will need to contact her financial institution and provide them with the reference number aforementioned above 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: Any new information? Sears sold me a TV with two small chips in the TV screenFurthermore, since the TV itself is WIFI enabled I could not have a steady WIFI connection without an [redacted] cable, thus making the TV useless without having it hardwired directly from the router to the TV itselfMost of the apps that were preinstalled on the TV could not hold a steady connection without it having a steady connectionAlso, the damage could not have been done by someone residing in my homeMy family works during the day and the only time the TV is used is during the evening hours when everyone is around the dinner table having dinnerYour conclusion has no basis’ nor does it have merit Sincerely, [redacted]
December 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #– Leila R [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding the discrepancy in a page she was viewing for a bunk bed set and then the price of the item once she added it to her cart We would first like to note that the settings for a consumer’s internet browser regulate how often it will check for updated pages Many browsers are designed to retain previously accessed pages in the “cache” to make internet browsing faster When shopping online and looking at a product page, if the page was accessed before it could mean then that the page is not refreshed to what it might currently be displaying if there were changes since the last time it was accessedHowever, any time a consumer adds that merchandise to the virtual cart, it then becomes a new page that has not previously been cached and so it will show the most up-to-date price and informationA consumer can check their options in the internet browser they are using, and check the appropriate boxes if they always want to see the most up-to-date version of any pageFor instance, in Internet Explorer it presents the following options: “Internet Explorer stores copies of webpages, images, and media for faster viewing laterCheck for newer versions of stored pages: Every time I visit the webpage, Every time I start Internet Explorer, Automatically, or Never.” Even when the settings are checked to automatically clear the cache, there is always the chance that we have just changed a priceWhen that happens, it can take a few minutes for the cart price to update on the description pageIn all instances though, we would go with whatever price is showing in the cart unless that prices was an error In Ms [redacted] ’s case, it seems the description was not correct for the item listed and this has been changed [redacted] is not listed under the sellers for that page and that price no longer appearsAs we noted, the merchandise was offered through one of our third-party Marketplace vendors, [redacted] and not SearsRegardless, we would not be able to honor her request to receive the exact same price if that price is no longer validAgain, the price displaying in the cart is always the most accurate and the one we would charge Even if there were some sort of pricing error, our Term of Service note that any order containing a pricing error will be canceledIf Ms [redacted] would like to view the most up-to-date version of our terms and conditions, she can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.htmlIn the interim, since we have explained how cart pricing works, 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, Tammie [redacted] Regulatory Complaint Specialist Direct dial number [redacted] Email: Tammie[redacted] @searshc.com
February 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding purchasing parts for the repair of his lawn mower We have received [redacted] complaint and apologize that he did not use the parts that he ordered from our Parts Direct department We have therefore processed a gift card in the amount of $which will be received in 3-business days to the address listed on this complaintThat being said, because we have processed a gift card, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Initial Business Response / [redacted] (1000, 13, 2015/03/17) */ [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her washer Sears Home Services has approved the replacement of [redacted] washer per the terms of the Master Protection Agreement covering her washerThat said, all [redacted] needs to do is go to her local Sears store and inform her sales associate that her washer has been approved for replacementSears will cover the delivery and haul away chargesSince we have authorized [redacted] washer for replacement, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted] Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am pleased that Sears' approved to have my washer replaced per my protection agreementHowever, before I consider my case as being satisfactorily resolved I need to have [redacted] Claims Management to close my claim by authorizing that the water damage to my home be completed inclusive of my carpet being cleanedI have spoken to my claims adjuster named [redacted] case [redacted] I was told to provide him with two estimates to have the water damage caused by the damaged washer seal newly installed by [redacted] when they repaired my washing machineHe also told me to get the damaged seal from [redacted] which I did Last weekI also submitted photos of the damage per his request After submitting the estimates I called him on a couple of occasions and emailed [redacted] to see if I needed to mail him the damaged part and to see when He would approve my claim and authorize having my ceiling repaired and painted and my family room carpet cleaned but to my knowledge he has not respondedToday I left a message with a [redacted] supervisor requesting someone to get back to me Final Business Response / [redacted] (4000, 19, 2015/03/18) */ March 18, [redacted] We have completed the investigation of [redacted] rebuttal regarding water damage [redacted] is aware that Sears referred her damage claim to our third-party claims administrator [redacted] for further reviewOnce [redacted] opened the claim, [redacted] it was assigned to Claims Examiner [redacted] for handling [redacted] can be reached at [redacted] during business hours or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimRegardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] 's actionsTheir decision is immutableWe have provided [redacted] rebuttal comments to [redacted] and his managerSince we have provided [redacted] with the information needed to follow up on her claim, we respectfully request that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
March 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her washerIt is unfortunate that [redacted] is not satisfied with her washer, but no defect has been found with the unit [redacted] is simply not satisfied with the way the unit operates Sears’ Return Policy allows a consumer days to determine whether or not a product meets their needs and expectations Unfortunately, [redacted] purchased her washer over five months ago, so neither a refund nor an exchange is an option Furthermore, even though she carries a Master Protection Agreement (MPA) on the washer, certain criteria must be met before a replacement can be offeredAccording to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its last product failure ” In [redacted] case, she has not had any parts replaced to date and the unit has performed as expected when the technician was present With that said, since we have explained why a replacement is currently not an option for MsBount, and documented her concerns with the repair process, we ask that this matter be closedWe apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and scheduling a service call to repair his dryerIt is unfortunate that we failed Mr [redacted] expectations when he called Sears for service on his dryerWe value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that the concerns noted in his complaint have been forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur records reflect that a new ignitor was installed during a service call completed on Friday, January 22, At this time, since we have noted Mr [redacted] complaint, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I was told the item was in stock at the warehouse and not to be shipped from the manufactureI was lied to from the start and then brushed off by all involved at the store Sincerely, [redacted]
December 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his part for a garage door opener and his inability to have that part replaced at no charge under his manufacturer’s warranty.As clarification, there are some parts in Mr [redacted] garage door opener that due to the cost of the part, the manufacturer specifies that a technician has to determine that the parts are defective and need to be replaced It does state in Mr [redacted] warranty that parts are no charge within the first three years but it also says “you pay for labor.” The confusion here seems to stem from Mr [redacted] interpretation that the labor is an optional request on his part We understand why this would frustrate Mr [redacted] *hough and we have offered to send him a replacement battery free of charge as a gesture of our appreciation for his patronageOnce we have a copy of the purchase receipt as proof of his warranty status that Mr [redacted] has agreed to send, we will send the aforementioned part In 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, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: We still have not received the $gift card in the mail I spoke with [redacted] and she said she was going to look into it and call me back I did not get a response from her so I called again and left her a voicemail She has not responded Sincerely, [redacted] ***
January 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this orderAfter reviewing the notes from Sears Online Solutions we found they offered to place a new order with $off in addition to discounted shippingThe new order was placed on December 4, 2015, with a discount of $and a credit of $back to her [redacted] accountFor Ms [redacted] records the refund receipt number is [redacted] We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms [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
April 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems with service provided on her washer and her request for sooner service for additional serviceIt is unfortunate that we failed [redacted] expectations when she recently scheduled a washer repairWe value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of [redacted] complaint we reached out to [redacted] Territory Member Advocate Supervisor, to assist with [redacted] concern [redacted] reviewed the service order and confirmed that service for the washer was set for April 26, She discovered that due to a system glitch, the order was indicating the service date as April 23, We apologize that this led to misinformation when [redacted] called to confirm her appointmentWe would like to clarify that a manual service order was submitted to our routing department and a technician was in fact scheduled for April 26, Unfortunately, customer service is unable to view manual service orders and the note regarding the manual order was over-looked when [redacted] called inOn April 25, 2016, [redacted] contacted [redacted] and informed him that service was set for April 26, and was set as the technician’s first stop of the dayAccording to the technician’s notes, the washer repair has been completedWe attempted to follow up after the service was completed but we were unable to make contactAs for [redacted] request for reimbursement of the remainder of her protection agreement, she can call [redacted] to cancel the protection agreement on the washerOur contract department will provide [redacted] cancellation details and the qualified prorated amount refundWith that being said, since the washer has been repaired, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item.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 our return policy, we are unable to grant her request to return the television for a refund The fact remains that the serial number on the box and the serial number on the television do not matchThe store manager confirmed that the store does not sell previously opened boxes at full price [redacted] was not sold a discounted television Therefore, the box was sealed when sold As this decision is commensurate to the circumstances, 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]
Complaint: I am rejecting this response because: Sears has told me repeatedly that they were sending a refundUntil I receive the gift cards I do not consider the case closedWhy would it take to business days for a refund to reach me? The minute I have the gift card in my hand the situation will be closed Sincerely, Kathy [redacted]
Initial Business Response / [redacted] (1000, 8, 2014/12/30) */ Contact Name and Title: Contact Phone: [redacted] December 30, [redacted] We have completed the investigation of [redacted] complaint regarding the refund for her online order that was not delivered We apologized to [redacted] for the delay in the refund process and that we failed to meet her expectationsWe researched the order and confirmed that the headboard was never delivered and that the refund had not been processedOn December 22, 2014, a credit was process in the amount of $to [redacted] card ending in ***The credit should post to [redacted] account within - business daysWith that being said, since we have provided the resolution that was requested, we respectfully request this case be closed Again, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
November 24, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to our previous response As we stated in our original response, [redacted] was charged correctly for the service he was provided Furthermore, he was read a script explaining that a minimum charge would incur, but he would be charged for parts and labor if a repair was needed We apologize for any misunderstanding, but the minimum charge was explained to [redacted] at the time he scheduled his appointment; therefore, no further remuneration will be forthcomingAs to his partial refund of $ that was promised, it was processed on November 12, 2015, by our accounting department See the documentation below from his service order – PS/REFUND CREDIT TO [redacted] 11/12/15$ [redacted] We suggest that [redacted] contact his credit card company to confirm the credit; otherwise, it can take one to two cycles for it to show on his statement In the interim, since [redacted] was charged correctly and his partial credit has been issued, we ask that this matter be closed.Again, appreciate the opportunity to address this matter.Sincerely, [redacted] ***Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:I want my complaint to go on record publicly with the Revdex.com so others are warned of Sears' ways and wrongdoings I am beside myself and shocked at how Sears won't take responsibility for their mistakes and feel as though it's okay to keep mechanics on staff who can't tell the difference between a gas and hybrid car Damaged was caused to my vehicle resulting in a costly part my car didn't need at the time I was promised the heat would be fixed as a result and it wasn't I paid for the damage an inexperienced Sears mechanic caused my car I don't understand at all how Sears thinks this is okay!! I hope the Revdex.com allows my complaint to be posted publicly I would hate for this to happen to anyone els Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her dryer [redacted] ***, Sears Home Services Technical Manager provided the following response: Both [redacted] washer and dryer were serviced on February 25, Per the technicians notes both units were tested and were found to be operating as expectedMoving forward if I can be of any assistance to [redacted] ***, she can reach me at [redacted] Since we have noted our response to [redacted] complaint, we ask that this complaint be closedWe apologize to [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]
February 24, [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 dissatisfaction with multiple pending charges for his cancelled sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letter His concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, refunds of $227.17, $215.81, and $were issued to Mr [redacted] credit account ending in *** Our records indicate that Mr [redacted] filed a credit dispute with his credit provider; therefore, any invalid charges that may exist will be reversed by them and Mr [redacted] will not see any further refunds directly from Sears for this order At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and no further resolution can be offered considering the aforementioned circumstances We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
December 7, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Charles [redacted] - # Dear Ms [redacted] : We have completed our investigation of Mr***’ complaint regarding his range repair First, we would like to apologize to Mr [redacted] for failing his expectations in regard to his range repairAfter receiving Mr***’ complaint, Executive Member Support advocate, Belen Jackson reached out to him to assist him with his concerns While an exchange or a refund was not an option, MsJackson offered to assist Mr [redacted] with the repair of his range MsJackson monitored the part order and offered to check on sooner serviceMr [redacted] opted to keep the November 29th appointment and MsJackson confirmed with him on November 30, 2017, that the repair was completed and the range was working properlyWith that said, since Mr***’ repair has been completed to his satisfaction, albeit later than expected, we have closed our file Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
March 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have reviewed [redacted] rebuttal complaint to the previous response provided regarding the online order which was refunded We have reviewed [redacted] rebuttal and we do not find that she has brought any new information to her complaintAs clarification, we reached out to (DCC) Sears’ Detail Control Center to verify the refunds that were issuedDCC reviewed the account in our merchant service site and confirmed that the credit of $was in fact posted with reference number [redacted] assigned to itAdditionally, the credit of $posted with reference number [redacted] While we understand that she may remain dissatisfied with this response, we are unable to grant her request for another refundUnfortunately, 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 grantIn [redacted] case we do apologize if we failed her expectations, but we feel the full refund that was provided on December 7, 2015, is relative to the circumstances and our decision is finalAt this point, [redacted] will need to contact her financial institution and provide them with the reference number aforementioned above 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: Any new information? Sears sold me a TV with two small chips in the TV screenFurthermore, since the TV itself is WIFI enabled I could not have a steady WIFI connection without an [redacted] cable, thus making the TV useless without having it hardwired directly from the router to the TV itselfMost of the apps that were preinstalled on the TV could not hold a steady connection without it having a steady connectionAlso, the damage could not have been done by someone residing in my homeMy family works during the day and the only time the TV is used is during the evening hours when everyone is around the dinner table having dinnerYour conclusion has no basis’ nor does it have merit Sincerely, [redacted]
December 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #– Leila R [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding the discrepancy in a page she was viewing for a bunk bed set and then the price of the item once she added it to her cart We would first like to note that the settings for a consumer’s internet browser regulate how often it will check for updated pages Many browsers are designed to retain previously accessed pages in the “cache” to make internet browsing faster When shopping online and looking at a product page, if the page was accessed before it could mean then that the page is not refreshed to what it might currently be displaying if there were changes since the last time it was accessedHowever, any time a consumer adds that merchandise to the virtual cart, it then becomes a new page that has not previously been cached and so it will show the most up-to-date price and informationA consumer can check their options in the internet browser they are using, and check the appropriate boxes if they always want to see the most up-to-date version of any pageFor instance, in Internet Explorer it presents the following options: “Internet Explorer stores copies of webpages, images, and media for faster viewing laterCheck for newer versions of stored pages: Every time I visit the webpage, Every time I start Internet Explorer, Automatically, or Never.” Even when the settings are checked to automatically clear the cache, there is always the chance that we have just changed a priceWhen that happens, it can take a few minutes for the cart price to update on the description pageIn all instances though, we would go with whatever price is showing in the cart unless that prices was an error In Ms [redacted] ’s case, it seems the description was not correct for the item listed and this has been changed [redacted] is not listed under the sellers for that page and that price no longer appearsAs we noted, the merchandise was offered through one of our third-party Marketplace vendors, [redacted] and not SearsRegardless, we would not be able to honor her request to receive the exact same price if that price is no longer validAgain, the price displaying in the cart is always the most accurate and the one we would charge Even if there were some sort of pricing error, our Term of Service note that any order containing a pricing error will be canceledIf Ms [redacted] would like to view the most up-to-date version of our terms and conditions, she can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.htmlIn the interim, since we have explained how cart pricing works, 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, Tammie [redacted] Regulatory Complaint Specialist Direct dial number [redacted] Email: Tammie[redacted] @searshc.com
February 29, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] *** [redacted] We have completed the investigation of [redacted] complaint regarding purchasing parts for the repair of his lawn mower We have received [redacted] complaint and apologize that he did not use the parts that he ordered from our Parts Direct department We have therefore processed a gift card in the amount of $which will be received in 3-business days to the address listed on this complaintThat being said, because we have processed a gift card, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Initial Business Response / [redacted] (1000, 13, 2015/03/17) */ [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her washer Sears Home Services has approved the replacement of [redacted] washer per the terms of the Master Protection Agreement covering her washerThat said, all [redacted] needs to do is go to her local Sears store and inform her sales associate that her washer has been approved for replacementSears will cover the delivery and haul away chargesSince we have authorized [redacted] washer for replacement, we ask that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted] Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am pleased that Sears' approved to have my washer replaced per my protection agreementHowever, before I consider my case as being satisfactorily resolved I need to have [redacted] Claims Management to close my claim by authorizing that the water damage to my home be completed inclusive of my carpet being cleanedI have spoken to my claims adjuster named [redacted] case [redacted] I was told to provide him with two estimates to have the water damage caused by the damaged washer seal newly installed by [redacted] when they repaired my washing machineHe also told me to get the damaged seal from [redacted] which I did Last weekI also submitted photos of the damage per his request After submitting the estimates I called him on a couple of occasions and emailed [redacted] to see if I needed to mail him the damaged part and to see when He would approve my claim and authorize having my ceiling repaired and painted and my family room carpet cleaned but to my knowledge he has not respondedToday I left a message with a [redacted] supervisor requesting someone to get back to me Final Business Response / [redacted] (4000, 19, 2015/03/18) */ March 18, [redacted] We have completed the investigation of [redacted] rebuttal regarding water damage [redacted] is aware that Sears referred her damage claim to our third-party claims administrator [redacted] for further reviewOnce [redacted] opened the claim, [redacted] it was assigned to Claims Examiner [redacted] for handling [redacted] can be reached at [redacted] during business hours or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claimRegardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted] 's actionsTheir decision is immutableWe have provided [redacted] rebuttal comments to [redacted] and his managerSince we have provided [redacted] with the information needed to follow up on her claim, we respectfully request that this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
March 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her washerIt is unfortunate that [redacted] is not satisfied with her washer, but no defect has been found with the unit [redacted] is simply not satisfied with the way the unit operates Sears’ Return Policy allows a consumer days to determine whether or not a product meets their needs and expectations Unfortunately, [redacted] purchased her washer over five months ago, so neither a refund nor an exchange is an option Furthermore, even though she carries a Master Protection Agreement (MPA) on the washer, certain criteria must be met before a replacement can be offeredAccording to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three or more separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product(s) is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product(s) must occur within sixty (60) days from its last product failure ” In [redacted] case, she has not had any parts replaced to date and the unit has performed as expected when the technician was present With that said, since we have explained why a replacement is currently not an option for MsBount, and documented her concerns with the repair process, we ask that this matter be closedWe apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and scheduling a service call to repair his dryerIt is unfortunate that we failed Mr [redacted] expectations when he called Sears for service on his dryerWe value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe can assure Mr [redacted] that the concerns noted in his complaint have been forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectationsWe hope that Mr [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur records reflect that a new ignitor was installed during a service call completed on Friday, January 22, At this time, since we have noted Mr [redacted] complaint, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: I was told the item was in stock at the warehouse and not to be shipped from the manufactureI was lied to from the start and then brushed off by all involved at the store Sincerely, [redacted]
December 10, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his part for a garage door opener and his inability to have that part replaced at no charge under his manufacturer’s warranty.As clarification, there are some parts in Mr [redacted] garage door opener that due to the cost of the part, the manufacturer specifies that a technician has to determine that the parts are defective and need to be replaced It does state in Mr [redacted] warranty that parts are no charge within the first three years but it also says “you pay for labor.” The confusion here seems to stem from Mr [redacted] interpretation that the labor is an optional request on his part We understand why this would frustrate Mr [redacted] *hough and we have offered to send him a replacement battery free of charge as a gesture of our appreciation for his patronageOnce we have a copy of the purchase receipt as proof of his warranty status that Mr [redacted] has agreed to send, we will send the aforementioned part In 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, [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: We still have not received the $gift card in the mail I spoke with [redacted] and she said she was going to look into it and call me back I did not get a response from her so I called again and left her a voicemail She has not responded Sincerely, [redacted] ***
January 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order experience We would first like to apologize for any inconvenience Ms [redacted] may have experienced with this orderAfter reviewing the notes from Sears Online Solutions we found they offered to place a new order with $off in addition to discounted shippingThe new order was placed on December 4, 2015, with a discount of $and a credit of $back to her [redacted] accountFor Ms [redacted] records the refund receipt number is [redacted] We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer serviceIn the interim, we have noted Ms [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
April 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding the problems with service provided on her washer and her request for sooner service for additional serviceIt is unfortunate that we failed [redacted] expectations when she recently scheduled a washer repairWe value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that [redacted] may have experiencedWe want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service furtherUpon receipt of [redacted] complaint we reached out to [redacted] Territory Member Advocate Supervisor, to assist with [redacted] concern [redacted] reviewed the service order and confirmed that service for the washer was set for April 26, She discovered that due to a system glitch, the order was indicating the service date as April 23, We apologize that this led to misinformation when [redacted] called to confirm her appointmentWe would like to clarify that a manual service order was submitted to our routing department and a technician was in fact scheduled for April 26, Unfortunately, customer service is unable to view manual service orders and the note regarding the manual order was over-looked when [redacted] called inOn April 25, 2016, [redacted] contacted [redacted] and informed him that service was set for April 26, and was set as the technician’s first stop of the dayAccording to the technician’s notes, the washer repair has been completedWe attempted to follow up after the service was completed but we were unable to make contactAs for [redacted] request for reimbursement of the remainder of her protection agreement, she can call [redacted] to cancel the protection agreement on the washerOur contract department will provide [redacted] cancellation details and the qualified prorated amount refundWith that being said, since the washer has been repaired, we have closed our fileAgain, we apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item.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 our return policy, we are unable to grant her request to return the television for a refund The fact remains that the serial number on the box and the serial number on the television do not matchThe store manager confirmed that the store does not sell previously opened boxes at full price [redacted] was not sold a discounted television Therefore, the box was sealed when sold As this decision is commensurate to the circumstances, 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]