[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding an online order from Sears Outlet. [redacted] Manager of the...
[redacted] Sears Outlet provided the following response: A new [redacted] Pro Series mower has been ordered and will be delivered to [redacted] home on Monday, April 25, 2016. This is the first available delivery date available. [redacted] will be contacted by Sears Home Delivery the evening before the tractor will be delivered, providing him with his delivery time. In the event [redacted] needs to reschedule, he can reach our Home Delivery office at [redacted]. At this time, since we have ordered [redacted] a new, not reconditioned tractor, 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]
Complaint: [redacted]
I am rejecting this response because it was non-responsive as to my complaint about the website review process. I had a product-related complaint for the website that was rejected.
Sincerely,
[redacted]
May 19, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.
Upon...
receiving [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
Mr. [redacted] came into the store on 4/29/2016 with one of his tires damaged and un-repairable that was purchased on 6/22/2013. The tire was not in stock when Mr. [redacted] came in on the 4/29/2016. [redacted] the sales associate that was helping Mr. [redacted], checked all the local stores and no one had the tire. [redacted] also called [redacted] Tires and that found out that the tire had been discontinued. I then checked the all the Sears stores in the company and located one tire out in Peoria, IL Store#[redacted] and I had the manager ship that tire to my store. Mr. [redacted] was told that we were getting the tire from another store that was in Illinois. The tire came in on Monday morning (5/09/2016) by [redacted] delivery and Mr. [redacted] was called twice on Monday. Once call was made by [redacted], our stock associate who spoke with a female that identified herself as Mr. [redacted] wife. The other call was made by [redacted] and she spoke with Mr. [redacted] and scheduled an appointment for him. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
May 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As we noted before, her purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within 30 days from the date of purchase. If [redacted] has determined that the unit is un-repairable, then [redacted], as the manufacturer and obligor of the warranty would need to replace the unit. 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 [redacted] case we do apologize that we failed her expectations, but we feel our response is relative to the circumstances and our decision is final. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: it did not give the option and I never picked the option previously to have my stove installed. So that is not true and with purchases over 600-700 should be delivered and installed with delivery. With other stores I have never had this issue. As stated before Sears does not care about their customers and I will not shop there again. And I will tell everyone I know of this ordeal, and I know a lot of people being military and a healthcare professional, to not ever buy a appliance there. Better yet nothing. I will never pay additional money after paying for the appliance and delvery for them to come out. Microwave does not require a licensed electrician to install, it was installed without a issue by handyman for FREE! Sears is a money hungry company with horrible service.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: There is still no answer as to why the order wasn't canceled on May 12, 2016 when it was confirmed verbally by Sears that it would be. Furthermore, I was told my account would be refunded within 3-5 days, which it was not. Although there may be confusion regarding what was purchased, I blame Sears. Again, I was contacted by Sears at appx. 1:15pm on May 20, 2016 saying the entire pool table, including the legs, sticks and balls was ready for pick up. Who knows when I would've received my funds?! If it weren't for the two hours or more I spent arguing with disrespectful representatives about the additional 3-5 days I now had to wait due to Sears failing to cancel the order originally, you would still have a "pool table" for pick up and my money. I am not satisfied with a partial response to this problem.
Sincerely,
[redacted]
November 10, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her recent online order that was cancelled and her
non-receipt of a...
refund.We would first like to apologize for any inconvenience
[redacted] may have experienced when the Third Party Marketplace Vendor [redacted]
cancelled the order. Sears Online assisted in contacting [redacted] via email at [redacted].com and by phone
([redacted] to process the refund for [redacted]. After multiple attempts, we
forwarded this matter to Sears’ Detail Control Center to research further. Fortunately,
we were able to verify that a refund was provided back to [redacted]
account on November 7, 2015, for $39.92. We can assure that her 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 [redacted] will allow
us another opportunity to provide her with a better example of customer service.
In the interim, since a full refund has been provided 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 SpecialistSears Holdings Corporation
December 16, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order.As clarification, our
online website hosts...
other retailers through our Sears Marketplace program. The
goal of our marketplace is to provide items that might not be available through
our own online channels, so that our consumers have more options online. We
offer our own merchandise as well as choices available from third-party
vendors. For any consumer that would like to restrict their purchases to Sears
items or services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item search. It should be noted that
even when a customer accepts assistance by telephone, our system informs our
online agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by Sears. Marketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policies. Sears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.With that said, our records
indicate that [redacted] placed an order with a Third Party Marketplace vendor,
not Sears Holdings Corporation. In [redacted] case, the order was fulfilled by [redacted] located at [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site.
For [redacted] records, we have included our disclaimer below:Third Party Advertisements and Links to
Third Party Sites We may display advertisements from third
parties on the Sears Site, such as banner advertisements, pop-up texts, and links
to third party sites. We are not responsible for the content of such
advertisements or links, or for any products, services or other materials
relating to such advertisements, any linked site, or any link contained in a
linked site. The display of any advertisement or link does not imply
endorsement by us of the advertisement or linked site or any content therein.
IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE
OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY
ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER
MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR
ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such
as items sold by Sears Marketplace sellers, are subject to the third party
merchant's individual returns and cancellations policies. If you are purchasing
an item from a third party merchant, please see the third party merchant's page
for details.In closure, since the product
has not been delivered and [redacted] requested a cancellation, we processed the
refund request from [redacted] can expect a credit to post to his account
within 3-5 business days. In the interim, we have noted [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 SpecialistSears Holdings Corporation
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding the charges she was
assessed for the in-home service...
provided on her refrigerator.We would first
note that it would be unusual to find any retailer, manufacturer, or appliance
repair company giving free troubleshooting/repair advice over the phone to
consumers that are not covered under some sort of warranty or service contract.
This is because there are not only liability issues that come into play with
providing technical advice over the phone, but also a cost involved in staffing
for the people that answer any questions. We note this because Ms. [redacted] was
outside her warranty coverage and was not covered by any service contract.
Therefore we would not have provided her with free troubleshooting beyond
possibly some very simple questions to determine what the problem was, so that
we could put this on her service order. If Ms. [redacted] wanted to possibly do
the repair herself, or troubleshoot to see if she could find out what was
causing the problem before paying for a repair, the she could have used her
owner’s manual, which contains troubleshooting for when the ice maker is not
producing ice, or she could even use the internet. Instead, she
contracted us to provide her with an in-home service call to assess her
refrigerator. She was informed that this would mean she would be responsible at
a minimum for paying us $95.00 plus tax for this service in addition to any
parts or labor. She ended up being charged $127.20 plus tax and our technician
turned on the ice maker and then hit a recessed button that puts it through a
test cycle. While this latter button is not mentioned in the owner’s manual, it
is not something that actually provides a repair itself. It is just a way to
test the ice maker function more quickly instead of a technician having to wait
for it to cycle. So the actual issue was that the ice maker was turned off and
the technician turned it back on. This switch is explained in the owner’s
manual and also in the troubleshooting section of the manual. It is possible
that in removing the ice bin that this was shut off on purpose, which is
actually suggested if the bin will be removed longer than a few minutes, and
not turned back on, or bumped and it was shut of accidentally; either way
though, it was not our responsibility to troubleshoot in advance of providing a
service call. The fact is that
we had expenses that we incurred to visit Ms. [redacted]’s home and stay there
for 29 minutes. As such, she should be responsible at the very least to our
minimum fee of $95.00 plus tax. With that said, as a courtesy our customer
support department offered Ms. [redacted] a partial refund of $65.00, which would
actually have meant that she would have paid much less than our minimum fee.
Unfortunately she declined this offer. If she reconsiders, she is welcome to
contact me at [redacted].[redacted]@searshc.com or at ([redacted]. In the interim, since Ms. [redacted] was previously offered
an equitable resolution which she declined, and we remain willing to honor this
if she changes her mind, 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
Complaint: 10997482
I am rejecting this response because: refrigerator will NOT stop freezing food after replacement of water filter.The problem is more complicated.
Sincerely,
Alicja [redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding service on her refrigerator. It is unfortunate that we failed [redacted]...
expectations when she called Sears for service on her refrigerator. We value [redacted] patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. Our service records indicate that repair has been scheduled for Saturday, November 14, 2015. That being said, because we have provided [redacted] with a Saturday service date per her request, 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]
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 non-receipt of a refund for...
his returned sears.com order. It is unfortunate that we failed Mr. [redacted]’ expectations when he recently placed an order with Sears. We 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, we have confirmed that a refund of $226.20 was issued to his [redacted] account ending in [redacted] on January 2, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] 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 the requested resolution has been provided. 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]
Complaint: [redacted]
I am rejecting this response because: I have not received a full refund yet. I have responded to [redacted] as well via the email he gave in the response. Once this issue is resolved I will accept the response.
Sincerely,
[redacted]
January 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted]’ complaint regarding her online order and...
non-receipt of a refund. It is unfortunate that we failed Ms. [redacted]’ expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes outlined in her order, we confirmed that a refund of $80.16 was processed on January 7, 2016. The credit should post to Ms. [redacted]’ account within 3 to 5 business days. For Ms. [redacted]’ records the return receipt number is [redacted] Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, since a refund has been provided and 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
March 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her allegation that our technician improperly serviced her washer which...
subsequently caused extensive damage. Upon receipt of [redacted] complaint we reviewed the notes on the service order and the case notes related to the washer repair. According to the notes, [redacted] has been working with [redacted] Customer Advocate with our Strategic Member Support. [redacted] reported that on March 3, 2016 we issued [redacted] two credits for the service refund; $143.64 and $431.15. On March 15, 2016 [redacted] confirmed that she had received both refunds. [redacted] also provided [redacted] the authorization information for a replacement washer. On March 16, 2016 [redacted] accepted the offer and she made a selection. The replacement washer is expected to be delivered on March 21, 2016. In the interim, 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 Sears Holdings Corporation [redacted]
December 15, 2015Nita [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL
60611Re: Cameryn
[redacted] - # [redacted]Dear Ms. [redacted],We have completed the
investigation of Ms. [redacted] complaint regarding her dissatisfaction with the
customer service at her...
Sears Parts and Repair Center.It is unfortunate that we
failed Ms. [redacted] expectations when she recently visited the Sears Parts
and Repair Center in Fort Worth, TX. We
value Ms. [redacted] patronage, but we can understand how the series of events
noted in her complaint may have exacerbated her frustrations. We regret that
this incident occurred, but we can assure Ms. [redacted] that her concerns have
been forwarded to management for review. Senior Store Manager Antonio Pasamonti spoke
with Ms. [redacted] in regard to her concerns and apologized for the problems
she experienced. Additionally, Mr.
Pasamonti advised Ms. [redacted] that she can return the part for a refund. She can either bring the part back to the
store, or if it is more convenient, she can mail the part. Once the part is received, a refund will be
issued. With that said, we hope that Ms.
[redacted] will allow us another opportunity in the future to provide her with a
better customer service experience. If Ms. [redacted] has any remaining
concerns, she may reach Mr. Pasamonti at the personal number he provided. In the interim, since it is our understanding
that Ms. [redacted] is satisfied with the outcome of her complaint, we ask to
have this matter closed.Again, we apologize to
Ms. [redacted] for this issue and appreciate the opportunity to address this
matter. . Sincerely, Melissa [redacted]Regulatory Complaints
Specialist
Complaint: 10990520
I am rejecting this response because:Although the tv set was eventually repaired it should never had been sold in the first place due to age and our family has suffered loss over the length of repair time plus had to acquire another tv set. We are now stuck with two things sets and having difficulty easily returning one tv to the leasing program recommend by Sears. This was misrepresentation of Sears on easy of returning a leased item bought from their store and leased through the company they recommend and setup. Our losses include tv location paid for cable and unable to use, time off of work and length to repair and now cost of now having two leases.
Sincerely,
Douglas [redacted]
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding the charges she was
assessed for the in-home service provided on her refrigerator.We would first
note that it would be unusual to find any retailer, manufacturer, or appliance
repair company giving free troubleshooting/repair advice over the phone to
consumers that are not covered under some sort of warranty or service contract.
This is because there are not only liability issues that come into play with
providing technical advice over the phone, but also a cost involved in staffing
for the people that answer any questions. We note this because Ms. [redacted] was
outside her warranty coverage and was not covered by any service contract.
Therefore we would not have provided her with free troubleshooting beyond
possibly some very simple questions to determine what the problem was, so that
we could put this on her service order. If Ms. [redacted] wanted to possibly do
the repair herself, or troubleshoot to see if she could find out what was
causing the problem before paying for a repair, the she could have used her
owner’s manual, which contains troubleshooting for when the ice maker is not
producing ice, or she could even use the internet. Instead, she
contracted us to provide her with an in-home service call to assess her
refrigerator. She was informed that this would mean she would be responsible at
a minimum for paying us $95.00 plus tax for this service in addition to any
parts or labor. She ended up being charged $127.20 plus tax and our technician
turned on the ice maker and then hit a recessed button that puts it through a
test cycle. While this latter button is not mentioned in the owner’s manual, it
is not something that actually provides a repair itself. It is just a way to
test the ice maker function more quickly instead of a technician having to wait
for it to cycle. So the actual issue was that the ice maker was turned off and
the technician turned it back on. This switch is explained in the owner’s
manual and also in the troubleshooting section of the manual. It is possible
that in removing the ice bin that this was shut off on purpose, which is
actually suggested if the bin will be removed longer than a few minutes, and
not turned back on, or bumped and it was shut of accidentally; either way
though, it was not our responsibility to troubleshoot in advance of providing a
service call. The fact is that
we had expenses that we incurred to visit Ms. [redacted]’s home and stay there
for 29 minutes. As such, she should be responsible at the very least to our
minimum fee of $95.00 plus tax. With that said, as a courtesy our customer
support department offered Ms. [redacted] a partial refund of $65.00, which would
actually have meant that she would have paid much less than our minimum fee.
Unfortunately she declined this offer. If she reconsiders, she is welcome to
contact me at [redacted].[redacted]@searshc.com or at ([redacted]. In the interim, since Ms. [redacted] was previously offered
an equitable resolution which she declined, and we remain willing to honor this
if she changes her mind, 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
May 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience...
and request for a refund or substitute. It is unfortunate that we failed [redacted] expectations as we value his patronage. After reviewing the complaint we found that [redacted] had previously been in contact with Executive Member Services, Sears’ escalated complaint department. EMS processed a full refund of $289.85 back to his Shop Your Way Reward account on April 6, 2016, without a return of the merchandise. For [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the delivery of his refrigerator and the...
return the hose he had purchased; as well as his request for a price adjustment on the refrigerator. It is unfortunate that we failed [redacted] expectations when he recently scheduled a refrigerator delivery. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We also apologize that [redacted] was misinformed that the purchase of his exchange sale did not qualify for our 30 day price protection. We would like to clarify, that our price protection is guaranteed 30 days from the original purchase date. If a consumer exchanges for the same model (due to damage or defect), then it would not qualify. However, [redacted] did select a different model, therefore, the purchase would qualify for the price protection; $49.00. As for the return of the hose, our return policy is also 30 days from the original purchase date. [redacted] did attempt to return after our 30 day return period had expired and did not qualify. As a good-will gesture, we offered to issue [redacted] a credit for the hose as well; 10.98. On April 19, 2016 we issued [redacted] a total credit of $64.93 to his credit card ending in [redacted] The credit should post to his account within 3-5 business days. 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 Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding an online order from Sears Outlet. [redacted] Manager of the...
[redacted] Sears Outlet provided the following response: A new [redacted] Pro Series mower has been ordered and will be delivered to [redacted] home on Monday, April 25, 2016. This is the first available delivery date available. [redacted] will be contacted by Sears Home Delivery the evening before the tractor will be delivered, providing him with his delivery time. In the event [redacted] needs to reschedule, he can reach our Home Delivery office at [redacted]. At this time, since we have ordered [redacted] a new, not reconditioned tractor, 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]
Complaint: [redacted]
I am rejecting this response because it was non-responsive as to my complaint about the website review process. I had a product-related complaint for the website that was rejected.
Sincerely,
[redacted]
May 19, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.
Upon...
receiving [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
Mr. [redacted] came into the store on 4/29/2016 with one of his tires damaged and un-repairable that was purchased on 6/22/2013. The tire was not in stock when Mr. [redacted] came in on the 4/29/2016. [redacted] the sales associate that was helping Mr. [redacted], checked all the local stores and no one had the tire. [redacted] also called [redacted] Tires and that found out that the tire had been discontinued. I then checked the all the Sears stores in the company and located one tire out in Peoria, IL Store#[redacted] and I had the manager ship that tire to my store. Mr. [redacted] was told that we were getting the tire from another store that was in Illinois. The tire came in on Monday morning (5/09/2016) by [redacted] delivery and Mr. [redacted] was called twice on Monday. Once call was made by [redacted], our stock associate who spoke with a female that identified herself as Mr. [redacted] wife. The other call was made by [redacted] and she spoke with Mr. [redacted] and scheduled an appointment for him. That being said, because we have addressed Mr. [redacted] complaint, we respectfully request this complaint be closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
May 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. We have reviewed both our response and [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As we noted before, her purchase was made on November 27, 2015, and our return policy specifically states that a refund or exchange may only be requested within 30 days from the date of purchase. If [redacted] has determined that the unit is un-repairable, then [redacted], as the manufacturer and obligor of the warranty would need to replace the unit. 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 [redacted] case we do apologize that we failed her expectations, but we feel our response is relative to the circumstances and our decision is final. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: it did not give the option and I never picked the option previously to have my stove installed. So that is not true and with purchases over 600-700 should be delivered and installed with delivery. With other stores I have never had this issue. As stated before Sears does not care about their customers and I will not shop there again. And I will tell everyone I know of this ordeal, and I know a lot of people being military and a healthcare professional, to not ever buy a appliance there. Better yet nothing. I will never pay additional money after paying for the appliance and delvery for them to come out. Microwave does not require a licensed electrician to install, it was installed without a issue by handyman for FREE! Sears is a money hungry company with horrible service.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: There is still no answer as to why the order wasn't canceled on May 12, 2016 when it was confirmed verbally by Sears that it would be. Furthermore, I was told my account would be refunded within 3-5 days, which it was not. Although there may be confusion regarding what was purchased, I blame Sears. Again, I was contacted by Sears at appx. 1:15pm on May 20, 2016 saying the entire pool table, including the legs, sticks and balls was ready for pick up. Who knows when I would've received my funds?! If it weren't for the two hours or more I spent arguing with disrespectful representatives about the additional 3-5 days I now had to wait due to Sears failing to cancel the order originally, you would still have a "pool table" for pick up and my money. I am not satisfied with a partial response to this problem.
Sincerely,
[redacted]
November 10, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her recent online order that was cancelled and her
non-receipt of a...
refund.We would first like to apologize for any inconvenience
[redacted] may have experienced when the Third Party Marketplace Vendor [redacted]
cancelled the order. Sears Online assisted in contacting [redacted] via email at [redacted].com and by phone
([redacted] to process the refund for [redacted]. After multiple attempts, we
forwarded this matter to Sears’ Detail Control Center to research further. Fortunately,
we were able to verify that a refund was provided back to [redacted]
account on November 7, 2015, for $39.92. We can assure that her 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 [redacted] will allow
us another opportunity to provide her with a better example of customer service.
In the interim, since a full refund has been provided 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 SpecialistSears Holdings Corporation
December 16, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding his recent online order.As clarification, our
online website hosts...
other retailers through our Sears Marketplace program. The
goal of our marketplace is to provide items that might not be available through
our own online channels, so that our consumers have more options online. We
offer our own merchandise as well as choices available from third-party
vendors. For any consumer that would like to restrict their purchases to Sears
items or services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item search. It should be noted that
even when a customer accepts assistance by telephone, our system informs our
online agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by Sears. Marketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policies. Sears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.With that said, our records
indicate that [redacted] placed an order with a Third Party Marketplace vendor,
not Sears Holdings Corporation. In [redacted] case, the order was fulfilled by [redacted] located at [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site.
For [redacted] records, we have included our disclaimer below:Third Party Advertisements and Links to
Third Party Sites We may display advertisements from third
parties on the Sears Site, such as banner advertisements, pop-up texts, and links
to third party sites. We are not responsible for the content of such
advertisements or links, or for any products, services or other materials
relating to such advertisements, any linked site, or any link contained in a
linked site. The display of any advertisement or link does not imply
endorsement by us of the advertisement or linked site or any content therein.
IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE
OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY
ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER
MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR
ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party merchants, such
as items sold by Sears Marketplace sellers, are subject to the third party
merchant's individual returns and cancellations policies. If you are purchasing
an item from a third party merchant, please see the third party merchant's page
for details.In closure, since the product
has not been delivered and [redacted] requested a cancellation, we processed the
refund request from [redacted] can expect a credit to post to his account
within 3-5 business days. In the interim, we have noted [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 SpecialistSears Holdings Corporation
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding the charges she was
assessed for the in-home service...
provided on her refrigerator.We would first
note that it would be unusual to find any retailer, manufacturer, or appliance
repair company giving free troubleshooting/repair advice over the phone to
consumers that are not covered under some sort of warranty or service contract.
This is because there are not only liability issues that come into play with
providing technical advice over the phone, but also a cost involved in staffing
for the people that answer any questions. We note this because Ms. [redacted] was
outside her warranty coverage and was not covered by any service contract.
Therefore we would not have provided her with free troubleshooting beyond
possibly some very simple questions to determine what the problem was, so that
we could put this on her service order. If Ms. [redacted] wanted to possibly do
the repair herself, or troubleshoot to see if she could find out what was
causing the problem before paying for a repair, the she could have used her
owner’s manual, which contains troubleshooting for when the ice maker is not
producing ice, or she could even use the internet. Instead, she
contracted us to provide her with an in-home service call to assess her
refrigerator. She was informed that this would mean she would be responsible at
a minimum for paying us $95.00 plus tax for this service in addition to any
parts or labor. She ended up being charged $127.20 plus tax and our technician
turned on the ice maker and then hit a recessed button that puts it through a
test cycle. While this latter button is not mentioned in the owner’s manual, it
is not something that actually provides a repair itself. It is just a way to
test the ice maker function more quickly instead of a technician having to wait
for it to cycle. So the actual issue was that the ice maker was turned off and
the technician turned it back on. This switch is explained in the owner’s
manual and also in the troubleshooting section of the manual. It is possible
that in removing the ice bin that this was shut off on purpose, which is
actually suggested if the bin will be removed longer than a few minutes, and
not turned back on, or bumped and it was shut of accidentally; either way
though, it was not our responsibility to troubleshoot in advance of providing a
service call. The fact is that
we had expenses that we incurred to visit Ms. [redacted]’s home and stay there
for 29 minutes. As such, she should be responsible at the very least to our
minimum fee of $95.00 plus tax. With that said, as a courtesy our customer
support department offered Ms. [redacted] a partial refund of $65.00, which would
actually have meant that she would have paid much less than our minimum fee.
Unfortunately she declined this offer. If she reconsiders, she is welcome to
contact me at [redacted].[redacted]@searshc.com or at ([redacted]. In the interim, since Ms. [redacted] was previously offered
an equitable resolution which she declined, and we remain willing to honor this
if she changes her mind, 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
Complaint: 10997482
I am rejecting this response because: refrigerator will NOT stop freezing food after replacement of water filter.The problem is more complicated.
Sincerely,
Alicja [redacted]
November 11, 2015[redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding service on her refrigerator. It is unfortunate that we failed [redacted]...
expectations when she called Sears for service on her refrigerator. We value [redacted] patronage and can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We can assure [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. Our service records indicate that repair has been scheduled for Saturday, November 14, 2015. That being said, because we have provided [redacted] with a Saturday service date per her request, 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]
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 non-receipt of a refund for...
his returned sears.com order. It is unfortunate that we failed Mr. [redacted]’ expectations when he recently placed an order with Sears. We 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, we have confirmed that a refund of $226.20 was issued to his [redacted] account ending in [redacted] on January 2, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future Mr. [redacted] 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 the requested resolution has been provided. 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]
Complaint: [redacted]
I am rejecting this response because: I have not received a full refund yet. I have responded to [redacted] as well via the email he gave in the response. Once this issue is resolved I will accept the response.
Sincerely,
[redacted]
January 15, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted]’ complaint regarding her online order and...
non-receipt of a refund. It is unfortunate that we failed Ms. [redacted]’ expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes outlined in her order, we confirmed that a refund of $80.16 was processed on January 7, 2016. The credit should post to Ms. [redacted]’ account within 3 to 5 business days. For Ms. [redacted]’ records the return receipt number is [redacted] Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, since a refund has been provided and 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
March 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her allegation that our technician improperly serviced her washer which...
subsequently caused extensive damage. Upon receipt of [redacted] complaint we reviewed the notes on the service order and the case notes related to the washer repair. According to the notes, [redacted] has been working with [redacted] Customer Advocate with our Strategic Member Support. [redacted] reported that on March 3, 2016 we issued [redacted] two credits for the service refund; $143.64 and $431.15. On March 15, 2016 [redacted] confirmed that she had received both refunds. [redacted] also provided [redacted] the authorization information for a replacement washer. On March 16, 2016 [redacted] accepted the offer and she made a selection. The replacement washer is expected to be delivered on March 21, 2016. In the interim, 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 Sears Holdings Corporation [redacted]
December 15, 2015Nita [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL
60611Re: Cameryn
[redacted] - # [redacted]Dear Ms. [redacted],We have completed the
investigation of Ms. [redacted] complaint regarding her dissatisfaction with the
customer service at her...
Sears Parts and Repair Center.It is unfortunate that we
failed Ms. [redacted] expectations when she recently visited the Sears Parts
and Repair Center in Fort Worth, TX. We
value Ms. [redacted] patronage, but we can understand how the series of events
noted in her complaint may have exacerbated her frustrations. We regret that
this incident occurred, but we can assure Ms. [redacted] that her concerns have
been forwarded to management for review. Senior Store Manager Antonio Pasamonti spoke
with Ms. [redacted] in regard to her concerns and apologized for the problems
she experienced. Additionally, Mr.
Pasamonti advised Ms. [redacted] that she can return the part for a refund. She can either bring the part back to the
store, or if it is more convenient, she can mail the part. Once the part is received, a refund will be
issued. With that said, we hope that Ms.
[redacted] will allow us another opportunity in the future to provide her with a
better customer service experience. If Ms. [redacted] has any remaining
concerns, she may reach Mr. Pasamonti at the personal number he provided. In the interim, since it is our understanding
that Ms. [redacted] is satisfied with the outcome of her complaint, we ask to
have this matter closed.Again, we apologize to
Ms. [redacted] for this issue and appreciate the opportunity to address this
matter. . Sincerely, Melissa [redacted]Regulatory Complaints
Specialist
Complaint: 10990520
I am rejecting this response because:Although the tv set was eventually repaired it should never had been sold in the first place due to age and our family has suffered loss over the length of repair time plus had to acquire another tv set. We are now stuck with two things sets and having difficulty easily returning one tv to the leasing program recommend by Sears. This was misrepresentation of Sears on easy of returning a leased item bought from their store and leased through the company they recommend and setup. Our losses include tv location paid for cable and unable to use, time off of work and length to repair and now cost of now having two leases.
Sincerely,
Douglas [redacted]
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding the charges she was
assessed for the in-home service provided on her refrigerator.We would first
note that it would be unusual to find any retailer, manufacturer, or appliance
repair company giving free troubleshooting/repair advice over the phone to
consumers that are not covered under some sort of warranty or service contract.
This is because there are not only liability issues that come into play with
providing technical advice over the phone, but also a cost involved in staffing
for the people that answer any questions. We note this because Ms. [redacted] was
outside her warranty coverage and was not covered by any service contract.
Therefore we would not have provided her with free troubleshooting beyond
possibly some very simple questions to determine what the problem was, so that
we could put this on her service order. If Ms. [redacted] wanted to possibly do
the repair herself, or troubleshoot to see if she could find out what was
causing the problem before paying for a repair, the she could have used her
owner’s manual, which contains troubleshooting for when the ice maker is not
producing ice, or she could even use the internet. Instead, she
contracted us to provide her with an in-home service call to assess her
refrigerator. She was informed that this would mean she would be responsible at
a minimum for paying us $95.00 plus tax for this service in addition to any
parts or labor. She ended up being charged $127.20 plus tax and our technician
turned on the ice maker and then hit a recessed button that puts it through a
test cycle. While this latter button is not mentioned in the owner’s manual, it
is not something that actually provides a repair itself. It is just a way to
test the ice maker function more quickly instead of a technician having to wait
for it to cycle. So the actual issue was that the ice maker was turned off and
the technician turned it back on. This switch is explained in the owner’s
manual and also in the troubleshooting section of the manual. It is possible
that in removing the ice bin that this was shut off on purpose, which is
actually suggested if the bin will be removed longer than a few minutes, and
not turned back on, or bumped and it was shut of accidentally; either way
though, it was not our responsibility to troubleshoot in advance of providing a
service call. The fact is that
we had expenses that we incurred to visit Ms. [redacted]’s home and stay there
for 29 minutes. As such, she should be responsible at the very least to our
minimum fee of $95.00 plus tax. With that said, as a courtesy our customer
support department offered Ms. [redacted] a partial refund of $65.00, which would
actually have meant that she would have paid much less than our minimum fee.
Unfortunately she declined this offer. If she reconsiders, she is welcome to
contact me at [redacted].[redacted]@searshc.com or at ([redacted]. In the interim, since Ms. [redacted] was previously offered
an equitable resolution which she declined, and we remain willing to honor this
if she changes her mind, 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
May 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience...
and request for a refund or substitute. It is unfortunate that we failed [redacted] expectations as we value his patronage. After reviewing the complaint we found that [redacted] had previously been in contact with Executive Member Services, Sears’ escalated complaint department. EMS processed a full refund of $289.85 back to his Shop Your Way Reward account on April 6, 2016, without a return of the merchandise. For [redacted] records the return receipt number is [redacted] Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
April 20, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding the problems he encountered with the delivery of his refrigerator and the...
return the hose he had purchased; as well as his request for a price adjustment on the refrigerator. It is unfortunate that we failed [redacted] expectations when he recently scheduled a refrigerator delivery. We value [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We also apologize that [redacted] was misinformed that the purchase of his exchange sale did not qualify for our 30 day price protection. We would like to clarify, that our price protection is guaranteed 30 days from the original purchase date. If a consumer exchanges for the same model (due to damage or defect), then it would not qualify. However, [redacted] did select a different model, therefore, the purchase would qualify for the price protection; $49.00. As for the return of the hose, our return policy is also 30 days from the original purchase date. [redacted] did attempt to return after our 30 day return period had expired and did not qualify. As a good-will gesture, we offered to issue [redacted] a credit for the hose as well; 10.98. On April 19, 2016 we issued [redacted] a total credit of $64.93 to his credit card ending in [redacted] The credit should post to his account within 3-5 business days. 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 Sears Holdings Corporation [redacted]