Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Luis [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his allegation that...
damage was done to his vehicle during his recent visit to one of our auto centers.
Due to the nature of Mr. [redacted]’s concerns, we opened a claim with Sedgwick, our third-party claims adjuster. If Mr. [redacted] has any questions regarding his claim, he can contact his claims examiner, at [redacted]. As clarification, once the claimant has been assigned a claim number through Sedgwick, they provide an official response representing Sears. Sedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick’s actions; their decision on any claim is final. In the interim, since Mr. [redacted]’s issue is being handled through a standardized claim process with Sedgwick and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.
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.
March 31, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving his refund for the return of the...
oven/microwave combo. We apologize to [redacted] for delay in the refund process and that we failed to meet his expectations. We reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. [redacted] investigated and reported that when the return occurred, it was a two-step process. The delivery team returned only the cooktop and that was the first refund. The wall oven was uninstalled by our installation team. Once the wall oven was confirmed returned by the installers, the refund was released for the wall oven. The credits totaling $2208.45 for the wall oven were issued on March 29, 2016 to [redacted] credit card ending in [redacted] The credits should post to his account within 3 – 5 business days. With that being said, since we have addressed the concerns 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]
February 17, 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 recent...
orders. As clarification, Mr. [redacted] orders were placed through one of our Marketplace vendors. Some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. In the case of this item, it seems two different sellers had the same issue with the listing. We have forwarded this for correction. Regardless though, the merchant clearly did not have any intent to sell the entire sectional at such a substantially reduced price. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. Placing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and our records reflect that the sellers have refunded Mr. [redacted] money, we are unable to honor his request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, we have closed our file. 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] Specialist, Regulatory Complaints Direct Dial: [redacted] Email: [redacted]
May 18, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding the problems she encountered when she attempted to...
return her mother’s purchase after the 30-day return period had expired.
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most items. Our 30-day Return/Exchange policy became effective on June 14, 2015. Prior to this change, our return/exchange period was 60-days for several years. With our current policy, a customer has 30 days from the date of the original purchase to make a return, with some exceptions listed on our return policy. Our return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchase. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy.
According to Ms. [redacted] her mother purchased the merchandise on February 18, 2016 and she attempted to return/exchange the items on April 30, 2016; which is over 70 days from the date of purchase. Ms. [redacted] had a several weeks to inquire about our return policy. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. Accordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request.
Again, 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
December 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding the wrong item that was delivered and her inability to
purchase the...
[redacted] Wheeled Battery Charger & Engine starter that has a
regular price of $134.99 for the incorrectly listed price of $39.99.As clarification, while we strive to provide our
Sears.com customers with accurate information, including pricing, availability,
and product description on all products available on Sears.com, there might be
times that an error could occur. We have a very comprehensive disclaimer on our
website that sets forth the terms and conditions of ordering from our site or
even just using it for research purposes before shopping in our stores. With an
online business it is possible for mistakes of this nature to happen occasionally,
which is why most online merchants have terms and conditions that are similar
to ours. Most online retailers post similar terms of use, and we stand by our
disclaimer. While any access of our site is considered an acceptance of our
terms of use, we have included our disclaimer below: DisclaimerYOU EXPRESSLY
AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION,
ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON
THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND
MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE"
BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY
DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS
TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT
LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT,
SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR
DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES
ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT
REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS
SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY
ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE
OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING
BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND
OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE.
FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE
USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR
OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN,
OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT
EXPRESSLY STATED HEREIN.Placing an Order Pricing errors may occur on the Sears Site from time to time,
on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded. In accordance
then with that disclaimer and our posted policies, we are unable to honor [redacted]
request to purchase the [redacted] Wheeled Battery Charger & Engine at the
incorrect price. [redacted] has been provided with a return label so that she may
return the incorrect product for a full refund if she chooses. In the interim,
we have noted [redacted] concerns and respectfully ask to have this matter
closed. We apologize 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 SpecialistSears Holdings Corporation
October 5, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted]complaint regarding the order he recently placed with seller...
[redacted]
As we noted, the order in question was placed through one of our Marketplace vendors, [redacted] As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up.
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case [redacted]s may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"...Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN.
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
In closure, since the price shown was not accurate and Wayfair provided [redacted]s with a full refund on September 30. 2015, we are unable to honor her request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, we have closed our file.
We apologize to [redacted]s and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
December 14, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint
regarding his dissatisfaction that he was unable to return...
an item to Kmart
without a receipt.As clarification, our return policy clearly states that
a receipt is required for any refund or exchange. This information is available
in the store upon request and is posted on our website so that the purchaser is
aware of our policies. For those customers that do not want to worry about
trying to retain receipts, we do have a benefit under our Shop Your Way Rewards
program (SYWR) whereby members only have to give their membership information
to have their receipt pulled up. This is because we are able to access and find
it in our system quickly under their membership number. This is a nice back up
to have since our policy specifically states:REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT
RECEIPT. If Mr. [redacted] does not have his receipt, and did not
make his purchase with a credit card with which we could search our system, or
under our SYWR program where we could search with the membership number, then
we are unable to assist him. As we are only abiding by our return policy and it
was Mr. [redacted] responsibility to familiarize himself with this before he
made a purchase, we have closed our file. 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]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:I
have been forced to seek service elsewhere and I do appreciate your attempt to
send someone else and not apologizing for the previous incident (THANK YOU). I
am very disappointed in the fact that your response does not only not
acknowledge the service that was not provided but also that you have not made
mention about follow up with those involved and/or processes to ensure it
doesn't happen to someone else. This would include those in the call center and
the tech that was sent.
Sincerely,
[redacted]
January 11, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear M[redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding multiple repairs...
for her new refrigerator. On receipt of Ms. [redacted] complaint we tried to contact Ms. [redacted] at the number provided in her complaint, [redacted] We were able to reach an individual but she informed me that there was no one by [redacted] at this number even after confirming I had dialed the number correctly. We also sent an email to the email address provided in the complaint: [redacted] but have received no reply. After further research we were able to locate the sales check under [redacted] and called the number listed on that. We again were able to get an individual on the line and he confirmed the number dialed and again stated no one by the name of [redacted] was at that location. If the [redacted] are still in need of assistance they can call me directly at [redacted] and after confirming their correct contact information we will be happy to assist. In the mean time we have closed our case pending Ms. [redacted] response. We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 29, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for...
a dishwasher service call. [redacted] is correct that all consumers should only owe $59.00 for service unless they have accepted our estimate to charge above that. In [redacted] case, we thought it was unlikely that he had agreed to pay $85.00 more to have our technician flip the switch to turn the power on to the dishwasher. Due to this we have processed a refund for $85.00 and this is being sent to [redacted] as a mailed bank check going to the same address listed on this complaint; he should receive it within the next 2-3 weeks. If he has not received the check by April 19, 2016, then he is welcome to contact me for further assistance. In the interim, since we have provided [redacted] with his requested resolution, 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]Team Manager, Regulatory Complaints[redacted]
Initial Business Response /* (1000, 5, 2015/03/19) */
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding a credit he...
has been waiting for from Sears Outlet.
[redacted] Assistant Manager of our Woodbridge location, provided the following response:
After receiving and reviewing [redacted] complaint, I contacted him to discuss his concerns. That said, a credit in the amount of $150.00 was processed and is referenced by sales check [redacted]. Typically a consumer can expect a credit to post to their account within 3-5 business days. Since we have provided our response to [redacted] complaint and have provided him with his desired resolution, 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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: 10969239
I am rejecting this response because: That is not an acceptable response. The brand new $250 battery still will not hold a chargeand still showing as "BAD BATTERY" on the charger. I will never buy another Sears product and my complaint against Sears will stand as unresolved with your untruthful and unacceptable response.
Sincerely,
Ronald [redacted]
May 25, 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 recent visit to her local store. We have spoken with our third party company that handles our store liquidation process and they provided the following response: In regard to Mr. [redacted] claim that prices were raised or that the ''bait and switch'' tactics were used, we never increase prices going into a liquidation sale. Prior to the start of the sale the store is locked into a category where no price changes are sent to the store from corporate like all of the others locations that are not being remodeled or closed. From that point on, discounts are recommended based on the remaining inventory on hand and gradually increased in percentage. These discounts are taken off of the price that was in effect when the store began the liquidation process. There is a sign posted at the store noting that the location is undergoing liquidation and as a result, they would not be participating in any current advertised sales. It is possible that the advertised sale Ms. [redacted] mentions may have ended up being less at this time due to the fact that it may have been on sale and currently, the percentage off of the regular price may not be as great as the sale price. However, that percentage will increase with time if the item remains unsold. There was another item Ms. [redacted] was interested in and when it rang up for more than she thought it was selling for, we went to find the other items like it. It turned out that it had been set down in the wrong place; likely by another consumer who lost interest in the item. When Ms. [redacted] got to the checkout line, she started to raise her voice to the cashier and she was trying to get her to honor the incorrect price for the item that had been set down in the wrong place. When she declined to this, Ms. [redacted] became verbally disruptive and she threw her items down on the counter. At that point in time, she was asked to leave the premises. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:My complaint was never with the product. I like the fridge. I like all of my [redacted] Elite series appliances. I like my [redacted] dishwasher. However, all of these were purchased through Sears, and I will have to go through Sears if any of them need service. The service has been unacceptable. At each call the burden was placed on me, the customer, to do the work to ensure that service could be done.I took two days off of work. I made two Saturdays available. I even offered to have the fridge repaired by a licensed appliance repair company on my time, using the parts Sears supplied, with the expectation that Sears would reimburse me for the labor cost.I was offered $80 towards a Sears purchase. At no time was it suggested that I could buy a compact fridge. However, the least expensive compact fridge that I can buy through Sears that would hold the Milk, cheese, juice, condiments, etc. that were going bad is $100+ dollars. We have a family of six. I was buying ice daily to keep food cold in two different ice chests. On top of that, in order to redeem the $80, I would have had to go to Sears, purchase the compact fridge, and then submit the paper work afterwards to get reimbursed. For nearly 30 days, I was mislead and straight out lied to. At no time were any of my questions, complaints, or requests addressed until I submitted a complaint through the Revdex.com. Then, magically, a new fridge appeared on my door step. Now I have to schedule an appt. to have [redacted] come and retrieve the parts that Sears sent for a fridge that no longer needs to be fixed. I also had to call to stop daily automated calls to reschedule a service appt. that Sears canceled because they replaced the fridge that needed service.In short, accepting $200 does not fix what happened. It does, however, show that [redacted] and Sears Holdings Corporation does not understand the problem.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal regarding Sears Home Services and repairs to her washer. I spoke with Mr. [redacted], who it is important to note is not a Sears Holdings Associate; he is the owner of the local Sears Hometown Store franchise in Foley. Mr. [redacted] is bound by his sales agreement with Sears Hometown Outlet Stores and is not able to provide Ms. [redacted] with a washer at no charge. That said, we feel it is important to remind Ms. [redacted] that her washer was provided to her with a one year warranty, which expired on January 8, 2015. Ms. [redacted] was eligible to return her washer for a refund for a period of 30 days; we are 11 months past that timeframe. Lastly, we reiterate that we have processed a refund to fully refund Ms. [redacted] the funds paid to Sears Home Services since we were unable to repair her washer. Since we have provided our response and stance on Ms. [redacted]’s rebuttal, we ask that this complaint remain closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Initial Business Response /* (1000, 8, 2015/01/15) */
January 15, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed our investigation of [redacted] complaint regarding the back...
ordered parts for his refrigerator light.
We would first like to point out that our records show a letter went out to our customer's regarding the potential problems with the light in certain model ** and [redacted] refrigerators. This letter was sent out in 2011 and we had an over stock of the parts at that time in anticipation of our customers contacting us to have the light and harness replaced. We want to point out that the letter indicated that it was a possibility not a probability that her model refrigerator would melt due to overheating of the light if he did not have the light harness replaced.
With that being said, it is unfortunate that we did not have the needed parts in stock and had to wait for the manufacture ** to supply them. We did receive the needed parts from ** and have since installed them. Since we have completed the repair of [redacted] refrigerator we are requesting to close this case.
We apologize to[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say we received a letter, I don't think that is true, because every time I talked to somebody and asked them why we were never notified of this, they could never give me an answer. However, they did finally get the part here on 1-12-2015 and it was installed on 1-15-2015. I would like to thank-you at the Revdex.com for taking care of this for us.
Thanks again,
[redacted]
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]
Dear [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered when he...
attempted to exchange his lawn mower at our store.Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. He investigated and discussed the incident with Operations Manager [redacted] confirmed that [redacted] requested to exchange the lawn mower that he had purchased online on October 3, 2015. Since the original purchase was still within our 30-day Satisfaction Guarantee period for a return or an exchange, [redacted] offered an even exchange for the same mower; However, [redacted] requested to exchange for a different model. The lawn mower [redacted] selected was an additional $100 and he refused to pay the difference in price. [redacted] informed [redacted] that he could exchange for the same model at no additional cost; select a different model and pay the difference in price; or return the lawn mower for a refund. [redacted] refused to exchange or the return of his original purchase. 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]
May 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided regarding his dissatisfaction with the charges he incurred for the repair of his tractor. We have [redacted] rebuttal, and we apologize if we did not clearly explain the refunds that we processed for him. According to our records, on April 30, 2016 [redacted] contacted our Customer Solutions Team and stated that our technician over-charged him for the labor because the part was only $5.40. [redacted] stated that our technician did not provide him an estimate prior to the repair. On May 3, 2016 [redacted] was informed that the charges were correct and was offered a $30 refund for customer satisfaction. On May 5, 2016 [redacted] refused the $30 refund and we re-offered him a $50 reimbursement for customer satisfaction since he stated that the technician did not provide him an estimate prior to the repair. On May 9, 2016 Customer Solutions received a response from [redacted] and he stated, “You may process this refund for $50 dollars. I will accept your offer and take no further action.” [redacted] also provided his mailing address for the check. On May 11, 2016, we processed the $50.00 bank check and it was mailed to [redacted]. When received [redacted] complaint from your agency, he disputed the $99 diagnostic fee that he was charged by our technician. As previously stated, we reviewed the calls and apologize that [redacted] was misinformed when he called on April 29, 2016 to verify the charges on his repair. Our associate misinformed [redacted] when she agreed that the $99 diagnostic fee would be subtracted from the labor cost of the repair. On May 11, 2016 we processed an additional refund for $99.00 and this bank check was also mailed to [redacted]. While we understand that he was dissatisfied with our customer service, the fact remains that we have issued the $50 refund that [redacted] accepted from Customer Solutions, as well as, the $99 diagnostic fee refund that he had disputed; for a total refund of $149.00. As this decision is commensurate to the circumstances, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re:...
[redacted] Dear Ms[redacted], We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a shipping refund for her kmart.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that Ms. [redacted] spoke with Customer Solutions and Online Solutions on December 11, 2015, and at that time she was provided with a total refund amount of $41.40 and a $50.00 eGift card. This gift card is intended to be an apology and attempt to compensate Ms. [redacted] for the additional amount of $6.63 for an item she stated she purchased but did not receive. Ms. [redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 Ms. [redacted] comments and the requested refund amount in addition to a generous concession amount 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]
February 16, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Luis [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his allegation that...
damage was done to his vehicle during his recent visit to one of our auto centers.
Due to the nature of Mr. [redacted]’s concerns, we opened a claim with Sedgwick, our third-party claims adjuster. If Mr. [redacted] has any questions regarding his claim, he can contact his claims examiner, at [redacted]. As clarification, once the claimant has been assigned a claim number through Sedgwick, they provide an official response representing Sears. Sedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick’s actions; their decision on any claim is final. In the interim, since Mr. [redacted]’s issue is being handled through a standardized claim process with Sedgwick and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.
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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
March 31, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the delay in receiving his refund for the return of the...
oven/microwave combo. We apologize to [redacted] for delay in the refund process and that we failed to meet his expectations. We reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. [redacted] investigated and reported that when the return occurred, it was a two-step process. The delivery team returned only the cooktop and that was the first refund. The wall oven was uninstalled by our installation team. Once the wall oven was confirmed returned by the installers, the refund was released for the wall oven. The credits totaling $2208.45 for the wall oven were issued on March 29, 2016 to [redacted] credit card ending in [redacted] The credits should post to his account within 3 – 5 business days. With that being said, since we have addressed the concerns 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]
February 17, 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 recent...
orders. As clarification, Mr. [redacted] orders were placed through one of our Marketplace vendors. Some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. In the case of this item, it seems two different sellers had the same issue with the listing. We have forwarded this for correction. Regardless though, the merchant clearly did not have any intent to sell the entire sectional at such a substantially reduced price. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Mr. [redacted] may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN. Placing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, since the price shown was not accurate, and our records reflect that the sellers have refunded Mr. [redacted] money, we are unable to honor his request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, we have closed our file. 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] Specialist, Regulatory Complaints Direct Dial: [redacted] Email: [redacted]
May 18, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]
We have completed the investigation of [redacted] complaint regarding the problems she encountered when she attempted to...
return her mother’s purchase after the 30-day return period had expired.
As clarification, Sears does have a 30-day Satisfaction Guarantee period on most items. Our 30-day Return/Exchange policy became effective on June 14, 2015. Prior to this change, our return/exchange period was 60-days for several years. With our current policy, a customer has 30 days from the date of the original purchase to make a return, with some exceptions listed on our return policy. Our return policy is available online at Sears.com, posted at the registers in our stores or a consumer can ask an associate for details at the time of purchase. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy.
According to Ms. [redacted] her mother purchased the merchandise on February 18, 2016 and she attempted to return/exchange the items on April 30, 2016; which is over 70 days from the date of purchase. Ms. [redacted] had a several weeks to inquire about our return policy. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. Accordingly, as we were just adhering to our posted return policy, we are unable to honor [redacted] request.
Again, 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
December 17, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding the wrong item that was delivered and her inability to
purchase the...
[redacted] Wheeled Battery Charger & Engine starter that has a
regular price of $134.99 for the incorrectly listed price of $39.99.As clarification, while we strive to provide our
Sears.com customers with accurate information, including pricing, availability,
and product description on all products available on Sears.com, there might be
times that an error could occur. We have a very comprehensive disclaimer on our
website that sets forth the terms and conditions of ordering from our site or
even just using it for research purposes before shopping in our stores. With an
online business it is possible for mistakes of this nature to happen occasionally,
which is why most online merchants have terms and conditions that are similar
to ours. Most online retailers post similar terms of use, and we stand by our
disclaimer. While any access of our site is considered an acceptance of our
terms of use, we have included our disclaimer below: DisclaimerYOU EXPRESSLY
AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION,
ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON
THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND
MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE"
BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY
DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS
TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT
LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT,
SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR
DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES
ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT
REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS
SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY
ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE
OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING
BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND
OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE.
FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE
USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR
OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN,
OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT
EXPRESSLY STATED HEREIN.Placing an Order Pricing errors may occur on the Sears Site from time to time,
on items sold by Sears, or items sold by third party sellers on Sears
Marketplace. Sears attempts to correct all pricing errors as soon as they are
discovered, or as soon as Sears receives notice of an error. Sears reserves the
right to cancel any orders containing pricing errors, with no further
obligations to you, even after your receipt of an order confirmation or
shipping notice from Sears. Any payments you make to Sears for orders that are
cancelled due to pricing errors will be refunded. In accordance
then with that disclaimer and our posted policies, we are unable to honor [redacted]
request to purchase the [redacted] Wheeled Battery Charger & Engine at the
incorrect price. [redacted] has been provided with a return label so that she may
return the incorrect product for a full refund if she chooses. In the interim,
we have noted [redacted] concerns and respectfully ask to have this matter
closed. We apologize 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 SpecialistSears Holdings Corporation
October 5, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted]complaint regarding the order he recently placed with seller...
[redacted]
As we noted, the order in question was placed through one of our Marketplace vendors, [redacted] As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a "one-stop" online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up.
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendors. As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case [redacted]s may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"...Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE. FURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN.
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
In closure, since the price shown was not accurate and Wayfair provided [redacted]s with a full refund on September 30. 2015, we are unable to honor her request to receive the merchandise for the substantially incorrect price. As this decision is in accordance to our posted terms and conditions, we have closed our file.
We apologize to [redacted]s and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
Complaint: 10962623
I am rejecting this response because:
Sincerely,
Paige [redacted]
December 14, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint
regarding his dissatisfaction that he was unable to return...
an item to Kmart
without a receipt.As clarification, our return policy clearly states that
a receipt is required for any refund or exchange. This information is available
in the store upon request and is posted on our website so that the purchaser is
aware of our policies. For those customers that do not want to worry about
trying to retain receipts, we do have a benefit under our Shop Your Way Rewards
program (SYWR) whereby members only have to give their membership information
to have their receipt pulled up. This is because we are able to access and find
it in our system quickly under their membership number. This is a nice back up
to have since our policy specifically states:REFUNDS AND EXCHANGES WILL NOT BE GIVEN WITHOUT
RECEIPT. If Mr. [redacted] does not have his receipt, and did not
make his purchase with a credit card with which we could search our system, or
under our SYWR program where we could search with the membership number, then
we are unable to assist him. As we are only abiding by our return policy and it
was Mr. [redacted] responsibility to familiarize himself with this before he
made a purchase, we have closed our file. 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]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because:I
have been forced to seek service elsewhere and I do appreciate your attempt to
send someone else and not apologizing for the previous incident (THANK YOU). I
am very disappointed in the fact that your response does not only not
acknowledge the service that was not provided but also that you have not made
mention about follow up with those involved and/or processes to ensure it
doesn't happen to someone else. This would include those in the call center and
the tech that was sent.
Sincerely,
[redacted]
January 11, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear M[redacted] We have been unable to complete the investigation of Ms. [redacted] complaint regarding multiple repairs...
for her new refrigerator. On receipt of Ms. [redacted] complaint we tried to contact Ms. [redacted] at the number provided in her complaint, [redacted] We were able to reach an individual but she informed me that there was no one by [redacted] at this number even after confirming I had dialed the number correctly. We also sent an email to the email address provided in the complaint: [redacted] but have received no reply. After further research we were able to locate the sales check under [redacted] and called the number listed on that. We again were able to get an individual on the line and he confirmed the number dialed and again stated no one by the name of [redacted] was at that location. If the [redacted] are still in need of assistance they can call me directly at [redacted] and after confirming their correct contact information we will be happy to assist. In the mean time we have closed our case pending Ms. [redacted] response. We apologize to Ms. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 29, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the charges he was assessed for...
a dishwasher service call. [redacted] is correct that all consumers should only owe $59.00 for service unless they have accepted our estimate to charge above that. In [redacted] case, we thought it was unlikely that he had agreed to pay $85.00 more to have our technician flip the switch to turn the power on to the dishwasher. Due to this we have processed a refund for $85.00 and this is being sent to [redacted] as a mailed bank check going to the same address listed on this complaint; he should receive it within the next 2-3 weeks. If he has not received the check by April 19, 2016, then he is welcome to contact me for further assistance. In the interim, since we have provided [redacted] with his requested resolution, 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]Team Manager, Regulatory Complaints[redacted]
Initial Business Response /* (1000, 5, 2015/03/19) */
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding a credit he...
has been waiting for from Sears Outlet.
[redacted] Assistant Manager of our Woodbridge location, provided the following response:
After receiving and reviewing [redacted] complaint, I contacted him to discuss his concerns. That said, a credit in the amount of $150.00 was processed and is referenced by sales check [redacted]. Typically a consumer can expect a credit to post to their account within 3-5 business days. Since we have provided our response to [redacted] complaint and have provided him with his desired resolution, 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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: 10969239
I am rejecting this response because: That is not an acceptable response. The brand new $250 battery still will not hold a chargeand still showing as "BAD BATTERY" on the charger. I will never buy another Sears product and my complaint against Sears will stand as unresolved with your untruthful and unacceptable response.
Sincerely,
Ronald [redacted]
May 25, 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 recent visit to her local store. We have spoken with our third party company that handles our store liquidation process and they provided the following response: In regard to Mr. [redacted] claim that prices were raised or that the ''bait and switch'' tactics were used, we never increase prices going into a liquidation sale. Prior to the start of the sale the store is locked into a category where no price changes are sent to the store from corporate like all of the others locations that are not being remodeled or closed. From that point on, discounts are recommended based on the remaining inventory on hand and gradually increased in percentage. These discounts are taken off of the price that was in effect when the store began the liquidation process. There is a sign posted at the store noting that the location is undergoing liquidation and as a result, they would not be participating in any current advertised sales. It is possible that the advertised sale Ms. [redacted] mentions may have ended up being less at this time due to the fact that it may have been on sale and currently, the percentage off of the regular price may not be as great as the sale price. However, that percentage will increase with time if the item remains unsold. There was another item Ms. [redacted] was interested in and when it rang up for more than she thought it was selling for, we went to find the other items like it. It turned out that it had been set down in the wrong place; likely by another consumer who lost interest in the item. When Ms. [redacted] got to the checkout line, she started to raise her voice to the cashier and she was trying to get her to honor the incorrect price for the item that had been set down in the wrong place. When she declined to this, Ms. [redacted] became verbally disruptive and she threw her items down on the counter. At that point in time, she was asked to leave the premises. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:My complaint was never with the product. I like the fridge. I like all of my [redacted] Elite series appliances. I like my [redacted] dishwasher. However, all of these were purchased through Sears, and I will have to go through Sears if any of them need service. The service has been unacceptable. At each call the burden was placed on me, the customer, to do the work to ensure that service could be done.I took two days off of work. I made two Saturdays available. I even offered to have the fridge repaired by a licensed appliance repair company on my time, using the parts Sears supplied, with the expectation that Sears would reimburse me for the labor cost.I was offered $80 towards a Sears purchase. At no time was it suggested that I could buy a compact fridge. However, the least expensive compact fridge that I can buy through Sears that would hold the Milk, cheese, juice, condiments, etc. that were going bad is $100+ dollars. We have a family of six. I was buying ice daily to keep food cold in two different ice chests. On top of that, in order to redeem the $80, I would have had to go to Sears, purchase the compact fridge, and then submit the paper work afterwards to get reimbursed. For nearly 30 days, I was mislead and straight out lied to. At no time were any of my questions, complaints, or requests addressed until I submitted a complaint through the Revdex.com. Then, magically, a new fridge appeared on my door step. Now I have to schedule an appt. to have [redacted] come and retrieve the parts that Sears sent for a fridge that no longer needs to be fixed. I also had to call to stop daily automated calls to reschedule a service appt. that Sears canceled because they replaced the fridge that needed service.In short, accepting $200 does not fix what happened. It does, however, show that [redacted] and Sears Holdings Corporation does not understand the problem.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Judi [redacted] #11000914 Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal regarding Sears Home Services and repairs to her washer. I spoke with Mr. [redacted], who it is important to note is not a Sears Holdings Associate; he is the owner of the local Sears Hometown Store franchise in Foley. Mr. [redacted] is bound by his sales agreement with Sears Hometown Outlet Stores and is not able to provide Ms. [redacted] with a washer at no charge. That said, we feel it is important to remind Ms. [redacted] that her washer was provided to her with a one year warranty, which expired on January 8, 2015. Ms. [redacted] was eligible to return her washer for a refund for a period of 30 days; we are 11 months past that timeframe. Lastly, we reiterate that we have processed a refund to fully refund Ms. [redacted] the funds paid to Sears Home Services since we were unable to repair her washer. Since we have provided our response and stance on Ms. [redacted]’s rebuttal, we ask that this complaint remain closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
Initial Business Response /* (1000, 8, 2015/01/15) */
January 15, 2015
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We have completed our investigation of [redacted] complaint regarding the back...
ordered parts for his refrigerator light.
We would first like to point out that our records show a letter went out to our customer's regarding the potential problems with the light in certain model ** and [redacted] refrigerators. This letter was sent out in 2011 and we had an over stock of the parts at that time in anticipation of our customers contacting us to have the light and harness replaced. We want to point out that the letter indicated that it was a possibility not a probability that her model refrigerator would melt due to overheating of the light if he did not have the light harness replaced.
With that being said, it is unfortunate that we did not have the needed parts in stock and had to wait for the manufacture ** to supply them. We did receive the needed parts from ** and have since installed them. Since we have completed the repair of [redacted] refrigerator we are requesting to close this case.
We apologize to[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
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Initial Consumer Rebuttal /* (3000, 10, 2015/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say we received a letter, I don't think that is true, because every time I talked to somebody and asked them why we were never notified of this, they could never give me an answer. However, they did finally get the part here on 1-12-2015 and it was installed on 1-15-2015. I would like to thank-you at the Revdex.com for taking care of this for us.
Thanks again,
[redacted]
November 11, 2015
[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]
Dear [redacted]We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the problems he encountered when he...
attempted to exchange his lawn mower at our store.Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. He investigated and discussed the incident with Operations Manager [redacted] confirmed that [redacted] requested to exchange the lawn mower that he had purchased online on October 3, 2015. Since the original purchase was still within our 30-day Satisfaction Guarantee period for a return or an exchange, [redacted] offered an even exchange for the same mower; However, [redacted] requested to exchange for a different model. The lawn mower [redacted] selected was an additional $100 and he refused to pay the difference in price. [redacted] informed [redacted] that he could exchange for the same model at no additional cost; select a different model and pay the difference in price; or return the lawn mower for a refund. [redacted] refused to exchange or the return of his original purchase. 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]
May 17, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal to the response we provided regarding his dissatisfaction with the charges he incurred for the repair of his tractor. We have [redacted] rebuttal, and we apologize if we did not clearly explain the refunds that we processed for him. According to our records, on April 30, 2016 [redacted] contacted our Customer Solutions Team and stated that our technician over-charged him for the labor because the part was only $5.40. [redacted] stated that our technician did not provide him an estimate prior to the repair. On May 3, 2016 [redacted] was informed that the charges were correct and was offered a $30 refund for customer satisfaction. On May 5, 2016 [redacted] refused the $30 refund and we re-offered him a $50 reimbursement for customer satisfaction since he stated that the technician did not provide him an estimate prior to the repair. On May 9, 2016 Customer Solutions received a response from [redacted] and he stated, “You may process this refund for $50 dollars. I will accept your offer and take no further action.” [redacted] also provided his mailing address for the check. On May 11, 2016, we processed the $50.00 bank check and it was mailed to [redacted]. When received [redacted] complaint from your agency, he disputed the $99 diagnostic fee that he was charged by our technician. As previously stated, we reviewed the calls and apologize that [redacted] was misinformed when he called on April 29, 2016 to verify the charges on his repair. Our associate misinformed [redacted] when she agreed that the $99 diagnostic fee would be subtracted from the labor cost of the repair. On May 11, 2016 we processed an additional refund for $99.00 and this bank check was also mailed to [redacted]. While we understand that he was dissatisfied with our customer service, the fact remains that we have issued the $50 refund that [redacted] accepted from Customer Solutions, as well as, the $99 diagnostic fee refund that he had disputed; for a total refund of $149.00. As this decision is commensurate to the circumstances, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
February 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re:...
[redacted] Dear Ms[redacted], We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of a shipping refund for her kmart.com order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that Ms. [redacted] spoke with Customer Solutions and Online Solutions on December 11, 2015, and at that time she was provided with a total refund amount of $41.40 and a $50.00 eGift card. This gift card is intended to be an apology and attempt to compensate Ms. [redacted] for the additional amount of $6.63 for an item she stated she purchased but did not receive. Ms. [redacted] may reply to our email if she has any further questions about this issue or her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her 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 Ms. [redacted] comments and the requested refund amount in addition to a generous concession amount 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]