February 12, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]’s rebuttal. We have reviewed both our response and Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. Emails were sent to the address Mr. [redacted] noted as well as the one used to place his order. We apologize if Mr. [redacted] felt that he agent that assisted him was being deceitful and that we defended him. That was not our intention at all. We simply were trying to explain what may have occurred and convey that the information he was looking at may have been different from what Mr. [redacted] was able to see. While it seems an error was made, we do not feel there was any malicious intent behind it. While we understand that he was dissatisfied with the service he received, we feel our offer was sufficient. However, as a final gesture of goodwill, we have issued a $20.00 gift card to Mr. [redacted]’s home address. The gift card should arrive within 10-12 business days. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted]’s case, we do apologize that we failed his expectations, but we feel our offer is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding their recent online order and request...
for a refund. After reviewing the complaint filed, we found two orders were placed on December 7, 2015, for the same item. Sears Online assisted in issuing a refund for order number [redacted] On December 7, 2015, a refund of $35.94 was issued under return receipt number [redacted] and $2.13 the same day under return receipt number [redacted] We show that [redacted] was shorted a total of $2.52 therefore we have process a credit for $2.52 today March 10, 2016, under return receipt number [redacted] We apologize for any inconvenience and can assure that their concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future will allow us another opportunity to provide them with a better example of customer service. In the interim, since the remaining balance has been refunded and we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted]’s rebuttal regarding a saw purchased from Sears. The saw noted in [redacted]’s complaint is covered by the manufacturers one year parts and labor warranty. The warranty states that the unit is warranted against any defects in materials and workmanship. Defective product will receive free repair or free replacement. Sears is replacing the unit under the manufacturer’s one year warranty. We are not using the Master Protection Agreement to replace the unit. Additionally, the saw was sourced and was picked up at the [redacted] Square Sears store; it was not delivered to his home. It should be known that Sears Home Delivery does not delivery and assemble table saws. Since this unit was picked up by [redacted], he will need to return the old unit and we will provide him with a new unit. If one is not available at the store, one will be ordered for him. We reiterate that an authorization to replace [redacted]’s saw was sent to the Washington Square Sears store. Mike Phillips, the store general manager will have a member of his staff reach out to [redacted] to schedule a convenient time for him to come into the store to exchange his unit. We apologize to [redacted] for the inconvenience noted in his complaint. At this time, since we have noted the approval to exchange [redacted]’s saw per the terms on the manufacturer’s warranty, our file remains 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 Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding an erroneous charge for a jewelry club on her Sears credit...
card. Our office provided a copy of [redacted] complaint to J[redacted] from Sears Credit. [redacted] works for the Sears Credit Executive Response Unit for [redacted] the administrator of the Sears Credit Card. [redacted] informed our office that [redacted] has investigated the issue and resolved in [redacted] favor and communicated that to her in writing. If [redacted] has any additional concerns she can contact [redacted] at [redacted] Since we have noted that [redacted] has resolved [redacted] concerns, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 5, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that her new oven...
did not exactly match the same cut-out that was needed for the oven she was replacing. As clarification, the installation order that Ms. [redacted] signed indicated that we are not responsible for any modifications that might be needed. There is no “standard” cut-out when it comes to built-in ovens and the cut-out needed can change depending upon the size of the oven, and whether the newer version has more or less of a the area around the controls along with any trim around the edges. If Ms. [redacted] was not happy that the new oven was going to require modifications to her cabinetry, she could have refused the installation and returned the oven. Instead she had the oven installed and agreed to the charges they assessed to minimize the gap as much as they were able with a trim kit. However, our installers are not carpenters and if further modification was needed in excess of what a trim kit could cover, then this would be something they would financially be responsible for providing on their own. Since Sears would not be responsible for the existing cabinetry or prior cut-out, we have closed our file. We apologize to Ms. Senechal for the delay in answering her concerns. We have been using a new system with the Revdex.com and have had several issues that have caused us delay, but we believe these are all corrected now. We appreciate the opportunity to address this matter and please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
December 15, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted]We have completed the
investigation of [redacted] complaint regarding her television repair.First, we would like to apologize
to...
[redacted] for failing her expectations in regard to her television repair. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this
information to identify any negative trends and work towards rectifying any
shortcomings within our customer service network. Accordingly, we forwarded [redacted] complaint
to the District Service Manager and Routing Manager for review and we are
confident that her concerns will be thoroughly addressed. On December 14, 2015, the
technician examined [redacted] television and consulted with Sears Technical
Assistance Center (STAC) in regard to the quality of the picture. STAC responded that [redacted] television
needed a software update to correct the problem. STAC further advised the
technician that they contacted [redacted], the manufacturer, and the software update is
being mailed directly to [redacted] to install. As a conciliatory gesture for
any inconvenience [redacted] may have experienced, we have submitted a
request to send her a $50.00 gift card.
The request was processed on December 15, 2015, so [redacted] should
receive the gift card within the next two to three weeks. In the interim, since the issue with [redacted] television should be resolved shortly, contingent upon the receipt of
the software update from RCA and we have documented her concerns with the
repair process, we ask to have this matter closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]Regulatory Complaints
Specialist
Complaint: [redacted]
I am rejecting this response because:No one has tried calling me from sears at all. I have never recieved any voice mails or I would have attempted to call back.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/03/02) */
Contact Name and Title: [redacted]
March 2, 2015
[redacted]
We have completed the investigation of...
[redacted] complaint regarding his dryer repair.
First, we would like to apologize to [redacted] for any inconvenience he may have experienced in regard to the repair of his dryer. Our records show that the repair to his dryer was completed on February 27, 2015, with the installation of a new element and timer. While we are unable to refund [redacted] for his dryer, as the 30-day return policy timeframe lapsed in November of 2014, we have submitted a request for $75.00 in laundry reimbursement for the three weeks that he was without the use of his washer. The check request was submitted on March 2, 2015, so [redacted] should receive a check within the next two weeks. In summary, since we have documented [redacted] concerns with the repair process and processed the aforementioned compensation, we ask that this matter be closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
[redacted]
Complaint: [redacted]
I am rejecting this response because:Every person I have dealt with in this situation (both Sears employees and contracted employees) has been less than helpful. The general attitude is that Sears is right and the customer is wrong. Every response I have received has been scripted telling me that Sears has no interest in taking care of the customer or keeping a customer. I have worked in Customer Service in one form or another for over 20 years and the biggest 4-letter word is "can't". That's just something you don't say to a customer. If a customer is inconvenienced because of your company, you bend over backwards to make it up to them. Sears consistently told me what they can't do and I was NEVER offered a solution from any of the people I spoke with. I had to push and push just to get what I paid for and then I still didn't even receive the service I was promised. Sears clearly does not value customers or their business. I will not accept the response to this complaint. Sears has lost me and everyone I know as customers.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I am outraged with their response. First of all I am a physician and I should be addressed as such. I was not issued a [redacted] Card as they indicated as a secondary card. I was issued a Sears credit card. I contacted all three credit bureaus and they told me that with my credit score of over 800 I should never have been turned down for credit and that they have no record of this ever taking place. I am a practicing physician with over 30 years in the business world and my credit has never been put in question. Sears also says that I signed something to the effect of being issued a secondary credit card. I never did. Where is the proof that I signed this. Even if I did, and I did not, I was issued a primary Sears credit card and not a secondary card issued to people with poor credit. I am asking for my $115 applied to the credit card that I used to make this purchase since they said my credit was denied and it was not.
Sincerely,
[redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she...
encountered at the store when she attempted to pick up her online order.Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. On November 5, 2015 [redacted] contacted [redacted] and apologized for her past experience with us. He ensured her that we are committed to her complete satisfaction, and that what happened was a misrepresentation of our store. [redacted] invited [redacted] to see him personally when she returns to the store. He assured her that he would replace the watch. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint Specialist[redacted]
December 10, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10963644 – Kelly [redacted]Dear Ms. [redacted],We have completed the investigation of Mrs. [redacted]’s
complaint regarding her dissatisfaction with our customer service and...
non-receipt
of a $100.00 discount she was offered as compensation for a scratch on the door
of her new refrigerator. It is unfortunate that we failed Mrs. [redacted]’s
expectations when she recently purchased a refrigerator from Sears. We value her
patronage and can understand her frustration with the events detailed in her
complaint. We can assure Mrs. [redacted] that her concerns have been forwarded to
management for review so that future problems of this nature can be
averted. As a result of this action, we
revealed that the Customer Solutions associate Mrs. [redacted] spoke with offered
the discount but failed to gather the account information needed to issue the
credit. Therefore, they attempted to
reach her the following day, October 18, 2016, and left a message asking her to
call back with her account information, but the case manager’s notes indicate
that Mrs. [redacted] did not reply. Our
records show that Mrs. [redacted] spoke with sears.com instead on December 7,
2015, and at that time the credit was issued to her Sears account. However, Mrs. [redacted] asked, and continues to
ask in her Revdex.com (Revdex.com) correspondence, to return her
refrigerator for a full refund.
Unfortunately, this is no longer an option available to her since her
purchase date exceeds our stated 30 day return policy. With that having been said, we would be
willing to offer Mrs. [redacted] a $50.00 Sears/Kmart gift card solely as a good will
gesture and apology for the delay she experienced. Mrs. [redacted] may reply via the Revdex.com or
contact Regulatory Complaint Specialist Nicki [redacted] at [redacted] within
30 days from the date of this letter if she would like to accept our offer. Until we receive Mrs. [redacted] response, we
can only reiterate that we truly regret any inconvenience she may have
experienced. We respectfully ask to have
this matter closed, since we have noted Mrs. [redacted] comments and an
equitable resolution has been proposed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist[redacted]1-800-762-3049 Ext. [redacted]
Complaint: [redacted]
I am rejecting this response because:The ** Washer was damage when it arrived to me on the day of Jan.29,2016 .And I refused to accept it due to the damages of the washer.
Sincerely,
[redacted]
December 17, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted] [redacted]We have completed the investigation of [redacted] rebuttal to our response regarding the installation of his dishwasher; as well as a problem with the door on the refrigerator that was recently delivered.As previously mentioned, we apologized that the installation team was unable to anchor his dishwasher to his granite counter tops. Our records indicate that [redacted] was informed that the dishwasher is consider a top mounted unit and, for liability issues, the installation contractor will not drill into granite counter tops. A side mounting kit is not sold with the installation of a top-mounted dishwasher. As for the microwave, it was installed to [redacted] cabinets, not to a granite counter-top. We did issue [redacted] a $50 gift card to assist with the expense of the side-mounting kit. Regrettably, [redacted] reported that he had a problem when he attempted to use the gift card. We reached out to our gift card research team, and they confirmed that the gift card did have an active balance of $50 and it did not show any records of attempts of being used. We contacted [redacted] with the results and on December 14, 2015 he confirmed that he was able to use the gift card. With that being said, since we have addressed the issues brought forth in [redacted] rebuttal, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted] Regulatory Claims SpecialistSears Holdings Corporation[redacted]
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the charge for a recent service call...
on snow thrower and his request for a refund of the diagnostic fee. At the time [redacted] called to schedule service through Sears Home Services, he was apprised that since his snow thrower was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $109.00. It was further explained to [redacted] that if he proceeded with the repair, he would not be charged separately for a diagnostic fee; rather, the cost would be incorporated into the labor charge. [redacted] accepted the estimate and the cost to repair his snow thrower totaled $266.93. The labor cost was $170.72 (discounted 20% from $196.00); the cost of the part was $96.21. [redacted] is not due any refund as the labor cost included the diagnostic fee. The only time the diagnostic fee is an independent charge is if the estimate is declined. Below are screen shots of the monetary screen and job code screen showing the cost breakdown for the repair and the labor cost to replace the carburetor. Customer : [redacted] Coverage : CC Customer Charge Service order # : [redacted] Parts Service Ref No. : [redacted] Subtotal 88.37 196.00 Disc 57 (% ) 0.00 0.00 Coupon 58 (% ) 0.00 39.20 Associate (% ) 0.00 0.00 Net 88.37 156.80 Allowance: 0.00 Tax 7.84 13.92 Tax Exempt # Pre-paid amount 0.00 Grand total 96.21 170.72 Total 266.93 Payment ** [redacted] Exp Auth [redacted] Amount 266.93 Customer : [redacted] Mdse code: [redacted] Service order # : [redacted] Job Code Job Code Description Call Date Price [redacted] Carb Replace 03 18 196.00 ** * We apologize for any misunderstanding [redacted] may have experienced, but he was charged correctly; therefore, no refund will be provided. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and his request to...
return the item. It is unfortunate that we failed Mr. [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his order we found that Sears Online processed a refund of $93.86 after confirming the order had been returned via [redacted] on January 20, 2016. For Mr. [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a refund has been provided and we have noted Mr. [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
January 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order. It...
is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events detailed in his complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his online order, we found that Sears Online processed a refund of $84.16 in the form of a gift card which shipped out on January 4, 2016. Additionally, a gift card of $144.26 shipped out on January 12, 2016. Mr. [redacted] should allow up to 14 business days to receive them in the mail. With that said, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the 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
December 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: # 10973090 – Steve [redacted]
Dear Ms. [redacted]:
We have not fully completed our investigation of Mr. [redacted]‘s complaint regarding his dissatisfaction with the...
multiple repair attempts on his range and his request for a replacement.
We apologize for the delay in responding to this complaint. According to our records, Robert [redacted] with our Executive Member Support Team had been working with Mr. [redacted] regarding the issue with the range. Mr. [redacted] stated that two of our technicians have confirmed that there is an electrical issue and have instructed Mr. [redacted] to hire an electrician. Our Tech Manager also confirmed the findings stating that there is no ground going into the range. Since the range was installed by a Sears’ contractor, we forwarded this matter to our Installation Management team to reach out to the installation contractor and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to come to a decision. In the interim, should Mr. [redacted] have any questions, she may contact me directly at [redacted].
We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
April 14, 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 outdoor...
patio set. According to our records, the manufacturer shipped the necessary parts to [redacted] on March 31, 2016. In keeping with our return policy, a refund or exchange may not be requested after 30 days from the purchase date. Additionally, any damage must be reported within 72 hours of delivery. As such, we are not able to grant [redacted] request for a refund, but we have contacted the manufacturer, who arranged to ship him the needed parts as noted above. As a courtesy, we have issued a $100.00 credit to [redacted] account for the delay. This credit should reflect in 3-5 business days. As this decision is commensurate to the circumstances, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
November 17, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [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]
February 12, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]’s rebuttal. We have reviewed both our response and Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. Emails were sent to the address Mr. [redacted] noted as well as the one used to place his order. We apologize if Mr. [redacted] felt that he agent that assisted him was being deceitful and that we defended him. That was not our intention at all. We simply were trying to explain what may have occurred and convey that the information he was looking at may have been different from what Mr. [redacted] was able to see. While it seems an error was made, we do not feel there was any malicious intent behind it. While we understand that he was dissatisfied with the service he received, we feel our offer was sufficient. However, as a final gesture of goodwill, we have issued a $20.00 gift card to Mr. [redacted]’s home address. The gift card should arrive within 10-12 business days. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. [redacted]’s case, we do apologize that we failed his expectations, but we feel our offer is relative to the circumstances and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 10, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding their recent online order and request...
for a refund. After reviewing the complaint filed, we found two orders were placed on December 7, 2015, for the same item. Sears Online assisted in issuing a refund for order number [redacted] On December 7, 2015, a refund of $35.94 was issued under return receipt number [redacted] and $2.13 the same day under return receipt number [redacted] We show that [redacted] was shorted a total of $2.52 therefore we have process a credit for $2.52 today March 10, 2016, under return receipt number [redacted] We apologize for any inconvenience and can assure that their concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we hope that in the future will allow us another opportunity to provide them with a better example of customer service. In the interim, since the remaining balance has been refunded and we have noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted]’s rebuttal regarding a saw purchased from Sears. The saw noted in [redacted]’s complaint is covered by the manufacturers one year parts and labor warranty. The warranty states that the unit is warranted against any defects in materials and workmanship. Defective product will receive free repair or free replacement. Sears is replacing the unit under the manufacturer’s one year warranty. We are not using the Master Protection Agreement to replace the unit. Additionally, the saw was sourced and was picked up at the [redacted] Square Sears store; it was not delivered to his home. It should be known that Sears Home Delivery does not delivery and assemble table saws. Since this unit was picked up by [redacted], he will need to return the old unit and we will provide him with a new unit. If one is not available at the store, one will be ordered for him. We reiterate that an authorization to replace [redacted]’s saw was sent to the Washington Square Sears store. Mike Phillips, the store general manager will have a member of his staff reach out to [redacted] to schedule a convenient time for him to come into the store to exchange his unit. We apologize to [redacted] for the inconvenience noted in his complaint. At this time, since we have noted the approval to exchange [redacted]’s saw per the terms on the manufacturer’s warranty, our file remains 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 Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding an erroneous charge for a jewelry club on her Sears credit...
card. Our office provided a copy of [redacted] complaint to J[redacted] from Sears Credit. [redacted] works for the Sears Credit Executive Response Unit for [redacted] the administrator of the Sears Credit Card. [redacted] informed our office that [redacted] has investigated the issue and resolved in [redacted] favor and communicated that to her in writing. If [redacted] has any additional concerns she can contact [redacted] at [redacted] Since we have noted that [redacted] has resolved [redacted] concerns, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 5, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that her new oven...
did not exactly match the same cut-out that was needed for the oven she was replacing. As clarification, the installation order that Ms. [redacted] signed indicated that we are not responsible for any modifications that might be needed. There is no “standard” cut-out when it comes to built-in ovens and the cut-out needed can change depending upon the size of the oven, and whether the newer version has more or less of a the area around the controls along with any trim around the edges. If Ms. [redacted] was not happy that the new oven was going to require modifications to her cabinetry, she could have refused the installation and returned the oven. Instead she had the oven installed and agreed to the charges they assessed to minimize the gap as much as they were able with a trim kit. However, our installers are not carpenters and if further modification was needed in excess of what a trim kit could cover, then this would be something they would financially be responsible for providing on their own. Since Sears would not be responsible for the existing cabinetry or prior cut-out, we have closed our file. We apologize to Ms. Senechal for the delay in answering her concerns. We have been using a new system with the Revdex.com and have had several issues that have caused us delay, but we believe these are all corrected now. We appreciate the opportunity to address this matter and please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
December 15, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611
[redacted]We have completed the
investigation of [redacted] complaint regarding her television repair.First, we would like to apologize
to...
[redacted] for failing her expectations in regard to her television repair. Additionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this
information to identify any negative trends and work towards rectifying any
shortcomings within our customer service network. Accordingly, we forwarded [redacted] complaint
to the District Service Manager and Routing Manager for review and we are
confident that her concerns will be thoroughly addressed. On December 14, 2015, the
technician examined [redacted] television and consulted with Sears Technical
Assistance Center (STAC) in regard to the quality of the picture. STAC responded that [redacted] television
needed a software update to correct the problem. STAC further advised the
technician that they contacted [redacted], the manufacturer, and the software update is
being mailed directly to [redacted] to install. As a conciliatory gesture for
any inconvenience [redacted] may have experienced, we have submitted a
request to send her a $50.00 gift card.
The request was processed on December 15, 2015, so [redacted] should
receive the gift card within the next two to three weeks. In the interim, since the issue with [redacted] television should be resolved shortly, contingent upon the receipt of
the software update from RCA and we have documented her concerns with the
repair process, we ask to have this matter closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]Regulatory Complaints
Specialist
Complaint: [redacted]
I am rejecting this response because:No one has tried calling me from sears at all. I have never recieved any voice mails or I would have attempted to call back.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/03/02) */
Contact Name and Title: [redacted]
March 2, 2015
[redacted]
We have completed the investigation of...
[redacted] complaint regarding his dryer repair.
First, we would like to apologize to [redacted] for any inconvenience he may have experienced in regard to the repair of his dryer. Our records show that the repair to his dryer was completed on February 27, 2015, with the installation of a new element and timer. While we are unable to refund [redacted] for his dryer, as the 30-day return policy timeframe lapsed in November of 2014, we have submitted a request for $75.00 in laundry reimbursement for the three weeks that he was without the use of his washer. The check request was submitted on March 2, 2015, so [redacted] should receive a check within the next two weeks. In summary, since we have documented [redacted] concerns with the repair process and processed the aforementioned compensation, we ask that this matter be closed.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
[redacted]
Complaint: [redacted]
I am rejecting this response because:Every person I have dealt with in this situation (both Sears employees and contracted employees) has been less than helpful. The general attitude is that Sears is right and the customer is wrong. Every response I have received has been scripted telling me that Sears has no interest in taking care of the customer or keeping a customer. I have worked in Customer Service in one form or another for over 20 years and the biggest 4-letter word is "can't". That's just something you don't say to a customer. If a customer is inconvenienced because of your company, you bend over backwards to make it up to them. Sears consistently told me what they can't do and I was NEVER offered a solution from any of the people I spoke with. I had to push and push just to get what I paid for and then I still didn't even receive the service I was promised. Sears clearly does not value customers or their business. I will not accept the response to this complaint. Sears has lost me and everyone I know as customers.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I am outraged with their response. First of all I am a physician and I should be addressed as such. I was not issued a [redacted] Card as they indicated as a secondary card. I was issued a Sears credit card. I contacted all three credit bureaus and they told me that with my credit score of over 800 I should never have been turned down for credit and that they have no record of this ever taking place. I am a practicing physician with over 30 years in the business world and my credit has never been put in question. Sears also says that I signed something to the effect of being issued a secondary credit card. I never did. Where is the proof that I signed this. Even if I did, and I did not, I was issued a primary Sears credit card and not a secondary card issued to people with poor credit. I am asking for my $115 applied to the credit card that I used to make this purchase since they said my credit was denied and it was not.
Sincerely,
[redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the problems she...
encountered at the store when she attempted to pick up her online order.Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. On November 5, 2015 [redacted] contacted [redacted] and apologized for her past experience with us. He ensured her that we are committed to her complete satisfaction, and that what happened was a misrepresentation of our store. [redacted] invited [redacted] to see him personally when she returns to the store. He assured her that he would replace the watch. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint Specialist[redacted]
December 10, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10963644 – Kelly [redacted]Dear Ms. [redacted],We have completed the investigation of Mrs. [redacted]’s
complaint regarding her dissatisfaction with our customer service and...
non-receipt
of a $100.00 discount she was offered as compensation for a scratch on the door
of her new refrigerator. It is unfortunate that we failed Mrs. [redacted]’s
expectations when she recently purchased a refrigerator from Sears. We value her
patronage and can understand her frustration with the events detailed in her
complaint. We can assure Mrs. [redacted] that her concerns have been forwarded to
management for review so that future problems of this nature can be
averted. As a result of this action, we
revealed that the Customer Solutions associate Mrs. [redacted] spoke with offered
the discount but failed to gather the account information needed to issue the
credit. Therefore, they attempted to
reach her the following day, October 18, 2016, and left a message asking her to
call back with her account information, but the case manager’s notes indicate
that Mrs. [redacted] did not reply. Our
records show that Mrs. [redacted] spoke with sears.com instead on December 7,
2015, and at that time the credit was issued to her Sears account. However, Mrs. [redacted] asked, and continues to
ask in her Revdex.com (Revdex.com) correspondence, to return her
refrigerator for a full refund.
Unfortunately, this is no longer an option available to her since her
purchase date exceeds our stated 30 day return policy. With that having been said, we would be
willing to offer Mrs. [redacted] a $50.00 Sears/Kmart gift card solely as a good will
gesture and apology for the delay she experienced. Mrs. [redacted] may reply via the Revdex.com or
contact Regulatory Complaint Specialist Nicki [redacted] at [redacted] within
30 days from the date of this letter if she would like to accept our offer. Until we receive Mrs. [redacted] response, we
can only reiterate that we truly regret any inconvenience she may have
experienced. We respectfully ask to have
this matter closed, since we have noted Mrs. [redacted] comments and an
equitable resolution has been proposed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist[redacted]1-800-762-3049 Ext. [redacted]
Complaint: [redacted]
I am rejecting this response because:The ** Washer was damage when it arrived to me on the day of Jan.29,2016 .And I refused to accept it due to the damages of the washer.
Sincerely,
[redacted]
December 17, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted] [redacted]We have completed the investigation of [redacted] rebuttal to our response regarding the installation of his dishwasher; as well as a problem with the door on the refrigerator that was recently delivered.As previously mentioned, we apologized that the installation team was unable to anchor his dishwasher to his granite counter tops. Our records indicate that [redacted] was informed that the dishwasher is consider a top mounted unit and, for liability issues, the installation contractor will not drill into granite counter tops. A side mounting kit is not sold with the installation of a top-mounted dishwasher. As for the microwave, it was installed to [redacted] cabinets, not to a granite counter-top. We did issue [redacted] a $50 gift card to assist with the expense of the side-mounting kit. Regrettably, [redacted] reported that he had a problem when he attempted to use the gift card. We reached out to our gift card research team, and they confirmed that the gift card did have an active balance of $50 and it did not show any records of attempts of being used. We contacted [redacted] with the results and on December 14, 2015 he confirmed that he was able to use the gift card. With that being said, since we have addressed the issues brought forth in [redacted] rebuttal, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted] Regulatory Claims SpecialistSears Holdings Corporation[redacted]
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding the charge for a recent service call...
on snow thrower and his request for a refund of the diagnostic fee. At the time [redacted] called to schedule service through Sears Home Services, he was apprised that since his snow thrower was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $109.00. It was further explained to [redacted] that if he proceeded with the repair, he would not be charged separately for a diagnostic fee; rather, the cost would be incorporated into the labor charge. [redacted] accepted the estimate and the cost to repair his snow thrower totaled $266.93. The labor cost was $170.72 (discounted 20% from $196.00); the cost of the part was $96.21. [redacted] is not due any refund as the labor cost included the diagnostic fee. The only time the diagnostic fee is an independent charge is if the estimate is declined. Below are screen shots of the monetary screen and job code screen showing the cost breakdown for the repair and the labor cost to replace the carburetor. Customer : [redacted] Coverage : CC Customer Charge Service order # : [redacted] Parts Service Ref No. : [redacted] Subtotal 88.37 196.00 Disc 57 (% ) 0.00 0.00 Coupon 58 (% ) 0.00 39.20 Associate (% ) 0.00 0.00 Net 88.37 156.80 Allowance: 0.00 Tax 7.84 13.92 Tax Exempt # Pre-paid amount 0.00 Grand total 96.21 170.72 Total 266.93 Payment ** [redacted] Exp Auth [redacted] Amount 266.93 Customer : [redacted] Mdse code: [redacted] Service order # : [redacted] Job Code Job Code Description Call Date Price [redacted] Carb Replace 03 18 196.00 ** * We apologize for any misunderstanding [redacted] may have experienced, but he was charged correctly; therefore, no refund will be provided. As this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and his request to...
return the item. It is unfortunate that we failed Mr. [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his order we found that Sears Online processed a refund of $93.86 after confirming the order had been returned via [redacted] on January 20, 2016. For Mr. [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a refund has been provided and we have noted Mr. [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
January 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order. It...
is unfortunate that we failed Mr. [redacted] expectations as we value his patronage. We can understand his frustration with the series of events detailed in his complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in his online order, we found that Sears Online processed a refund of $84.16 in the form of a gift card which shipped out on January 4, 2016. Additionally, a gift card of $144.26 shipped out on January 12, 2016. Mr. [redacted] should allow up to 14 business days to receive them in the mail. With that said, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the 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
December 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: # 10973090 – Steve [redacted]
Dear Ms. [redacted]:
We have not fully completed our investigation of Mr. [redacted]‘s complaint regarding his dissatisfaction with the...
multiple repair attempts on his range and his request for a replacement.
We apologize for the delay in responding to this complaint. According to our records, Robert [redacted] with our Executive Member Support Team had been working with Mr. [redacted] regarding the issue with the range. Mr. [redacted] stated that two of our technicians have confirmed that there is an electrical issue and have instructed Mr. [redacted] to hire an electrician. Our Tech Manager also confirmed the findings stating that there is no ground going into the range. Since the range was installed by a Sears’ contractor, we forwarded this matter to our Installation Management team to reach out to the installation contractor and are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us ten business days to come to a decision. In the interim, should Mr. [redacted] have any questions, she may contact me directly at [redacted].
We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
April 14, 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 outdoor...
patio set. According to our records, the manufacturer shipped the necessary parts to [redacted] on March 31, 2016. In keeping with our return policy, a refund or exchange may not be requested after 30 days from the purchase date. Additionally, any damage must be reported within 72 hours of delivery. As such, we are not able to grant [redacted] request for a refund, but we have contacted the manufacturer, who arranged to ship him the needed parts as noted above. As a courtesy, we have issued a $100.00 credit to [redacted] account for the delay. This credit should reflect in 3-5 business days. As this decision is commensurate to the circumstances, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
November 17, 2015[redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [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]