March 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled Sears layaway It is unfortunate that we failed [redacted] expectations when he recently used Sears layawayWe value his patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that [redacted] was assisted by his local Sears Store and Customer Solutions, and a refund check in the amount of $1,was issued to him on February 25, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future [redacted] will allow us an 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 [redacted] comments and the appropriate refund 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] ***
December 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – Tim [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and non-receipt of a refund It is unfortunate that we failed Mr [redacted] ’s expectations and we can understand his frustration with the series of events detailed in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After researching the notes in his order, we found that a refund of $was processed on December 20, 2015, back to his Visa accountFor Mr [redacted] ’s records the return receipt number is [redacted] While we are unable to offer the compensation Mr [redacted] requested, we would like to offer a $gift card as a gesture of goodwillIf Mr [redacted] would like to accept this offer, he may email [redacted] [redacted] @searshc.com to have the concession processed immediatelyAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 12, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair of her refrigerator Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] District Operations Supervisor, who states the following: I just spoke with Ms [redacted] She acknowledged her frustration regarding her member experience I told her that although I couldn’t take back the experience, I appreciated her candor and fact that she cared enough to make us aware of our shortcomings [redacted] delivered the door handle on 12/29/ She stated that the refrigerator is not making the noise any longer and would just install the door herself Ms [redacted] thanked me for my concern I asked her if it would be okay to send her a $gift card and she accepted The gift card will be processed and received within 7-business days to the address listed on this complaint That being said, because we addressed Ms [redacted] complaint, we respectfully request this complaint be 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 Complaints Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: I am going to dispute that she conveniently did NOT list all of the service calls I had on this mower In the fall of 2014, there was a service call for an OIL leak (which very well could have caused a fire) I waited at home from 8A to 5P for the technician to show He did not come until after 5, when I was not home (due to daughter's ballgame) He had called and asked me to leave the mower in a location that he could get to it and work on it I did as requested He left word that he fixed the problem As this was late in the mowing season, I only used the mower once or twice more until mowing season began in After a couple of times mowing, I noticed the oil leak again At that time, I called for another service appointment to be scheduledThat is when they suckered me into purchasing the other contract mentioned, "because the service call itself would cost $97.00" and this would be covered under that contract I'm not a genius, but based on the numerous service calls that had already been made for this mower, I figured that I would definitely get my money's worth This call was made early to mid-May The service appointment was not scheduled until mid-June The fire occurred June Perhaps if the service would have been more timely, this entire scenario would not have happened.Due to the numerous service calls, I feel the company should do more than simply try to push this under the rug The mower should have lasted longer and is worth more than $NO business has never been held at fault for going ABOVE and beyond what is expected from any warranty or service contractI am very disheartened that this company does not care to help its customers Sincerely, Tena ***
November 6, [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed our investigation of [redacted] rebuttalStore Manager [redacted] has agreed to provide [redacted] with the credit she has requested in the interest of customer satisfactionHe still would like for it to be noted that the signage specifically excluded the item [redacted] purchased due to the already discounted pricing [redacted] or his assistant [redacted] may be reached during business ( [redacted] if [redacted] wishes to make the necessary arrangementsWe appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet Stores [redacted] , manager of the Albuquerque Sears Outlet provided the following response: I contacted and spoke with [redacted] on Tuesday, May 10, During the conversation I apologized for the inconvenience and assured [redacted] we would be resolving his concernsThat said, a sales adjustment in the amount of $will be provided to [redacted] If [redacted] has any other questions or concerns, he can reach me at [redacted] That said we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 24, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the cancelation of his online order of a child’s playhouse for $ from one of our online third-party Marketplace vendors.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, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedWe also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedIn [redacted] case, we found that shortly after his order was placed, it was determined to be for merchandise that had a large system wide error that caused all newly loaded prices to display for only $Per our terms and conditions, we canceled the order and a refund was released from our systems on October 9, If [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http://www.sears.com [redacted] We have also included below a small excerpt specifically regarding pricing errors:“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 MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears 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 SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.”With that said, since our cancelation of [redacted] order was just in accordance with the posted terms and conditions that govern our website, we are unable to honor his request to provide the merchandise for the incorrect priceAs this decision is commensurate to the circumstances, we have closed our file.We apologize to [redacted] 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]
As I stated in my original complaint, the only way for [redacted] to exchange the model is t o do it through Sears, this is what [redacted] does with all businesses who sell their productsI have given Sears the information to contact [redacted] and they have not made any attempts to resolve the matter [redacted] is a manufacturer, they sell their products through retailers so they have to do the exchanges through the retailers where the product was originally purchasedAll Sears has to do is let [redacted] exchange through them and they have refused to participate in [redacted] 's exchange processI do not understand why they will not let the machine be exchanged, they have nothing to loose by letting [redacted] replace the machine with a new oneI would like to know why they will not allow this exchange pleaseComplaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Clearly there will be no satisfactory resulution to this matter through the folks at Sears Holdings Please provide me with the name and address of your Registered Agent for the service of process here in Idaho and I will file continue this matter through litigation locally Sincerely, [redacted]
November 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the cancelation of her online order of a child’s stroller for $ and a child’s toy kitchen also for $from one of our online third-party Marketplace vendorsAs 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, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedWe also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedIn [redacted] case, we found that shortly after her order was placed, it was determined to be for merchandise that had a large system wide error that caused all newly loaded prices to display for only $Per our terms and conditions, we canceled the order and a refund was provided If [redacted] would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http://www.sears.com/ [redacted] We have also included below a small excerpt specifically regarding pricing errors:“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 MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears 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 SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.”With that said, since our cancelation of [redacted] order was just in accordance with the posted terms and conditions that govern our website, we are unable to honor her request to provide the merchandise for the incorrect priceAs this decision is commensurate to the circumstances, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
January 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her inability to receive her recent order the billing involved As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description In case Ms [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: ““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 SITEFURTHER, 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 COMPONENTSNO 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 In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the items in question were not available in Ms [redacted] area and the “charge” she saw was merely a pending hold, not an actual chargeThese usually fall off within several daysHowever, we have spoken with [redacted] and the transaction was voided altogether todayAs far as the points Ms [redacted] speaks of are concerned, she only used $worth of points on her order and they have been added back to her accountThese points expire on January 27, so they need to be used before thenIn light of the aforementioned information, we respectfully ask that this matter be considered closed In closure, 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] Specialist, Regulatory Complaints [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Dawn Vitello [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorDue to a sealed system issue, we have authorized the replacement of Ms [redacted] ’s refrigeratorAll Ms [redacted] needs to do is go to her local Sears and informed her sales associate that her refrigerator has been approved for replacementThe authorization is linked to the home phone numberThe sales associate will assist Ms [redacted] in selecting a new refrigerator and will process the exchangeSears will cover the delivery and haul away costsSince we have noted the approval to replace Ms [redacted] ’s refrigerator, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
December 9, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Melissa [redacted] - # 10982883Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’ complaint regarding her microwave repair.First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her microwave We understand that she found the situation frustrating, but in order for the technician to order the correct parts, the model and serial number needs to be legible On December 8, 2015, the technician re-examined Ms [redacted] ’ microwave and found that the tag, which was located in the cooking cavity, had washed off He could tell that the unit was not abused and was able to locate the model number on file He subsequently replaced the switch, completing the repair Sandra McQuilkin with unit spoke with Ms [redacted] after the repair and she indicated she was satisfied Accordingly, we ask that this matter be closed.Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints Specialist
December 14, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Scott ***Dear Ms [redacted] ,We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with our customer service and our store’s alleged failure to fulfill his online order.It is unfortunate that we failed Mr***’s expectations when he recently placed an order for pick up from his local Sears StoreWe value Mr***’s patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Carlos ***, Manager for Sears Store number 1380, attempted to reach Mr [redacted] by telephone on December 9, 2015, and by email on December 10th to invite him to call or return to the store to receive his refund Mr [redacted] has not yet replied Until we have the opportunity to speak with Mr***, we can only reiterate that we truly regret any inconvenience he may have experienced If Mr [redacted] still needs assistance we ask that he reply to Mr [redacted] at [redacted] or by email within fifteen business days from the date of this letter We respectfully ask to have this matter closed pending Mr***’s response, since we have noted his comments and notified the appropriate partiesWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
January 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order and request for a full refund It is unfortunate that we failed Ms [redacted] expectations when she contacted Sears Online to place an order for herWe value Ms [redacted] patronage and can understand her frustration with the series of events detailed in her complaintWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we processed a full refund accordinglyMs [redacted] should receive a credit of $to her [redacted] ending in [redacted] in to business daysAdditionally, the shop your way rewards points will be refunded back to her accountWe hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould Ms [redacted] have any questions, she may contact me via email at [redacted] In the interim, we have noted her 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, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have been notified that [redacted] filed an additional dispute and it was accepted on March 15, As a result, he now has both the merchandise and a refund, which is not a fair resolution from our point of viewAgain, Jose clearly recalled seeing the return instructions that were included in the package and that they were brought to [redacted] attentionWe reserve the right to dispute the conditional credit he has been given if we provide him with a return address to ship the ring back to the vendor and we agree to reimburse him for the shippingWe also may allow him to return the ring to the local store after all in order to put this matter to restIf we can implement one of the aforementioned resolutions, we will be in touchIn the interim, [redacted] has his refundWe 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]
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent order We believe if Ms [redacted] looks closely at the coupon she speaks of, she will see that it mentions that the purchase requirement is before taxes and other discountsOur coupons also typically state that they may not be used during the Friends and Family sale periodMs [redacted] ’s purchase only equaled to $after the discounts she received including the Friends and Family credit; therefore, she did not qualify for the credit she mentionsWe were unable to find any record of the alleged promise made to issue Ms [redacted] a credit for $However, we have added $worth of points to her SYWR account as a courtesySince we have provided what we feel is a reasonable resolution given the circumstances, we respectfully ask that this matter be considered closedWe 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 [redacted]
February 16, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Steve [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his order of a cook-top We would first like to apologize that Mr [redacted] ’s cook-top was not ready for piwithin the estimated time givenIn researching our records we can see where Mr [redacted] was at first trying to determine the status of his cook-top, but by the end of December it sounds like he acknowledges that the store had it for him to pick-upIt is hard to tell whether he is requesting to still cancel the order or cancel his credit card at that timeTo clarify, Sears does not administer the Sears branded credit card; it is owned and administered by CiticorpIf Mr [redacted] wants to cancel his credit card, he would need to contact the phone number on his credit card to do soWith that said, the last time we checked his order on January 6, 2016, it showed that the cook-top had been picked up at the store in question and then shortly after that Mr [redacted] paid off the sale via a payment made in the storeWe interpret this to mean that he did finally get the merchandise he ordered and must have decided to keep it rather than return itIf that is not the case and Mr [redacted] still requires assistance, he is welcome to contact me 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 5, 2015/03/23) */ Contact Name and Title: [redacted] Contact Email: [redacted] March 23, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her [redacted] tv Upon receiving [redacted] complaint, we researched her service history and found that on March 20, 2015, it was determined that her tv could not be repaired and would instead be replaced [redacted] was contacted by our repair offices on March 20, and was given $to use towards replacement and the exchange process explained to herThat being said, because we are in the process of replacing [redacted] tv, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]
March 4, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his cancelled Sears layaway It is unfortunate that we failed [redacted] expectations when he recently used Sears layawayWe value his patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that [redacted] was assisted by his local Sears Store and Customer Solutions, and a refund check in the amount of $1,was issued to him on February 25, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future [redacted] will allow us an 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 [redacted] comments and the appropriate refund 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] ***
December 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – Tim [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and non-receipt of a refund It is unfortunate that we failed Mr [redacted] ’s expectations and we can understand his frustration with the series of events detailed in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted After researching the notes in his order, we found that a refund of $was processed on December 20, 2015, back to his Visa accountFor Mr [redacted] ’s records the return receipt number is [redacted] While we are unable to offer the compensation Mr [redacted] requested, we would like to offer a $gift card as a gesture of goodwillIf Mr [redacted] would like to accept this offer, he may email [redacted] [redacted] @searshc.com to have the concession processed immediatelyAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with a better example of customer serviceIn the interim, we have noted Mr [redacted] ’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 12, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair of her refrigerator Upon receiving Ms [redacted] complaint, we escalated her concerns to [redacted] District Operations Supervisor, who states the following: I just spoke with Ms [redacted] She acknowledged her frustration regarding her member experience I told her that although I couldn’t take back the experience, I appreciated her candor and fact that she cared enough to make us aware of our shortcomings [redacted] delivered the door handle on 12/29/ She stated that the refrigerator is not making the noise any longer and would just install the door herself Ms [redacted] thanked me for my concern I asked her if it would be okay to send her a $gift card and she accepted The gift card will be processed and received within 7-business days to the address listed on this complaint That being said, because we addressed Ms [redacted] complaint, we respectfully request this complaint be 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 Complaints Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: I am going to dispute that she conveniently did NOT list all of the service calls I had on this mower In the fall of 2014, there was a service call for an OIL leak (which very well could have caused a fire) I waited at home from 8A to 5P for the technician to show He did not come until after 5, when I was not home (due to daughter's ballgame) He had called and asked me to leave the mower in a location that he could get to it and work on it I did as requested He left word that he fixed the problem As this was late in the mowing season, I only used the mower once or twice more until mowing season began in After a couple of times mowing, I noticed the oil leak again At that time, I called for another service appointment to be scheduledThat is when they suckered me into purchasing the other contract mentioned, "because the service call itself would cost $97.00" and this would be covered under that contract I'm not a genius, but based on the numerous service calls that had already been made for this mower, I figured that I would definitely get my money's worth This call was made early to mid-May The service appointment was not scheduled until mid-June The fire occurred June Perhaps if the service would have been more timely, this entire scenario would not have happened.Due to the numerous service calls, I feel the company should do more than simply try to push this under the rug The mower should have lasted longer and is worth more than $NO business has never been held at fault for going ABOVE and beyond what is expected from any warranty or service contractI am very disheartened that this company does not care to help its customers Sincerely, Tena ***
November 6, [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] [redacted] We have completed our investigation of [redacted] rebuttalStore Manager [redacted] has agreed to provide [redacted] with the credit she has requested in the interest of customer satisfactionHe still would like for it to be noted that the signage specifically excluded the item [redacted] purchased due to the already discounted pricing [redacted] or his assistant [redacted] may be reached during business ( [redacted] if [redacted] wishes to make the necessary arrangementsWe appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Outlet Stores [redacted] , manager of the Albuquerque Sears Outlet provided the following response: I contacted and spoke with [redacted] on Tuesday, May 10, During the conversation I apologized for the inconvenience and assured [redacted] we would be resolving his concernsThat said, a sales adjustment in the amount of $will be provided to [redacted] If [redacted] has any other questions or concerns, he can reach me at [redacted] That said we ask that this complaint be closedWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 24, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL *** [redacted] We have completed the investigation of [redacted] complaint regarding the cancelation of his online order of a child’s playhouse for $ from one of our online third-party Marketplace vendors.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, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedWe also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedIn [redacted] case, we found that shortly after his order was placed, it was determined to be for merchandise that had a large system wide error that caused all newly loaded prices to display for only $Per our terms and conditions, we canceled the order and a refund was released from our systems on October 9, If [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http://www.sears.com [redacted] We have also included below a small excerpt specifically regarding pricing errors:“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 MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears 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 SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.”With that said, since our cancelation of [redacted] order was just in accordance with the posted terms and conditions that govern our website, we are unable to honor his request to provide the merchandise for the incorrect priceAs this decision is commensurate to the circumstances, we have closed our file.We apologize to [redacted] 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]
As I stated in my original complaint, the only way for [redacted] to exchange the model is t o do it through Sears, this is what [redacted] does with all businesses who sell their productsI have given Sears the information to contact [redacted] and they have not made any attempts to resolve the matter [redacted] is a manufacturer, they sell their products through retailers so they have to do the exchanges through the retailers where the product was originally purchasedAll Sears has to do is let [redacted] exchange through them and they have refused to participate in [redacted] 's exchange processI do not understand why they will not let the machine be exchanged, they have nothing to loose by letting [redacted] replace the machine with a new oneI would like to know why they will not allow this exchange pleaseComplaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Clearly there will be no satisfactory resulution to this matter through the folks at Sears Holdings Please provide me with the name and address of your Registered Agent for the service of process here in Idaho and I will file continue this matter through litigation locally Sincerely, [redacted]
November 23, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** [redacted] We have completed the investigation of [redacted] complaint regarding the cancelation of her online order of a child’s stroller for $ and a child’s toy kitchen also for $from one of our online third-party Marketplace vendorsAs 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, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store If the item was never ordered, then all requests to honor the incorrect price would not be grantedWe also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedIn [redacted] case, we found that shortly after her order was placed, it was determined to be for merchandise that had a large system wide error that caused all newly loaded prices to display for only $Per our terms and conditions, we canceled the order and a refund was provided If [redacted] would like to view the most up-to-date full version of our terms and conditions, she can access the page with this link: http://www.sears.com/ [redacted] We have also included below a small excerpt specifically regarding pricing errors:“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 MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears 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 SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.”With that said, since our cancelation of [redacted] order was just in accordance with the posted terms and conditions that govern our website, we are unable to honor her request to provide the merchandise for the incorrect priceAs this decision is commensurate to the circumstances, we have closed our file.We apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
January 25, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her inability to receive her recent order the billing involved As clarification, we would note that our online businesses, unlike most brick and mortar establishments, are available to our customers hours a day, days a week, days a year Because of this, inventory on items can be rapidly depleted and it can be hard to maintain extremely accurate on hand inventory levels as many people could be buying an item at the exact same time We try to keep the information displayed on the over fifteen million items we sell as accurate and current as possible, but there can be times where an error can occur, either in the description, availability, or pricing We do have a disclaimer under our “terms of use”, that indicates that we are not liable for any errors, which would include product availability, pricing or description In case Ms [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: ““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 SITEFURTHER, 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 COMPONENTSNO 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 In the event of a pricing error on the Sears Site, Sears reserves the right to cancel any orders resulting from such pricing errors.” The fact remains that the items in question were not available in Ms [redacted] area and the “charge” she saw was merely a pending hold, not an actual chargeThese usually fall off within several daysHowever, we have spoken with [redacted] and the transaction was voided altogether todayAs far as the points Ms [redacted] speaks of are concerned, she only used $worth of points on her order and they have been added back to her accountThese points expire on January 27, so they need to be used before thenIn light of the aforementioned information, we respectfully ask that this matter be considered closed In closure, 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] Specialist, Regulatory Complaints [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Dawn Vitello [redacted] #Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Home Services and repairs to her refrigeratorDue to a sealed system issue, we have authorized the replacement of Ms [redacted] ’s refrigeratorAll Ms [redacted] needs to do is go to her local Sears and informed her sales associate that her refrigerator has been approved for replacementThe authorization is linked to the home phone numberThe sales associate will assist Ms [redacted] in selecting a new refrigerator and will process the exchangeSears will cover the delivery and haul away costsSince we have noted the approval to replace Ms [redacted] ’s refrigerator, we ask that this complaint be closedWe 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 concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
December 9, 2015Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: Melissa [redacted] - # 10982883Dear Ms [redacted] :We have completed the investigation of Ms [redacted] ’ complaint regarding her microwave repair.First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her microwave We understand that she found the situation frustrating, but in order for the technician to order the correct parts, the model and serial number needs to be legible On December 8, 2015, the technician re-examined Ms [redacted] ’ microwave and found that the tag, which was located in the cooking cavity, had washed off He could tell that the unit was not abused and was able to locate the model number on file He subsequently replaced the switch, completing the repair Sandra McQuilkin with unit spoke with Ms [redacted] after the repair and she indicated she was satisfied Accordingly, we ask that this matter be closed.Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter.Sincerely,Melissa ***Regulatory Complaints Specialist
December 14, 2015Nita [redacted] Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611Re: #– Scott ***Dear Ms [redacted] ,We have completed the investigation of Mr***’s complaint regarding his dissatisfaction with our customer service and our store’s alleged failure to fulfill his online order.It is unfortunate that we failed Mr***’s expectations when he recently placed an order for pick up from his local Sears StoreWe value Mr***’s patronage and can understand his frustration with the events detailed in his complaintWe regret that this incident occurred, and we can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Carlos ***, Manager for Sears Store number 1380, attempted to reach Mr [redacted] by telephone on December 9, 2015, and by email on December 10th to invite him to call or return to the store to receive his refund Mr [redacted] has not yet replied Until we have the opportunity to speak with Mr***, we can only reiterate that we truly regret any inconvenience he may have experienced If Mr [redacted] still needs assistance we ask that he reply to Mr [redacted] at [redacted] or by email within fifteen business days from the date of this letter We respectfully ask to have this matter closed pending Mr***’s response, since we have noted his comments and notified the appropriate partiesWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-Ext
Complaint: I am rejecting this response because: Sincerely, Alic [redacted]
January 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her online order and request for a full refund It is unfortunate that we failed Ms [redacted] expectations when she contacted Sears Online to place an order for herWe value Ms [redacted] patronage and can understand her frustration with the series of events detailed in her complaintWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we processed a full refund accordinglyMs [redacted] should receive a credit of $to her [redacted] ending in [redacted] in to business daysAdditionally, the shop your way rewards points will be refunded back to her accountWe hope that in the future Ms [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponShould Ms [redacted] have any questions, she may contact me via email at [redacted] In the interim, we have noted her 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, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal We have been notified that [redacted] filed an additional dispute and it was accepted on March 15, As a result, he now has both the merchandise and a refund, which is not a fair resolution from our point of viewAgain, Jose clearly recalled seeing the return instructions that were included in the package and that they were brought to [redacted] attentionWe reserve the right to dispute the conditional credit he has been given if we provide him with a return address to ship the ring back to the vendor and we agree to reimburse him for the shippingWe also may allow him to return the ring to the local store after all in order to put this matter to restIf we can implement one of the aforementioned resolutions, we will be in touchIn the interim, [redacted] has his refundWe 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]
January 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent order We believe if Ms [redacted] looks closely at the coupon she speaks of, she will see that it mentions that the purchase requirement is before taxes and other discountsOur coupons also typically state that they may not be used during the Friends and Family sale periodMs [redacted] ’s purchase only equaled to $after the discounts she received including the Friends and Family credit; therefore, she did not qualify for the credit she mentionsWe were unable to find any record of the alleged promise made to issue Ms [redacted] a credit for $However, we have added $worth of points to her SYWR account as a courtesySince we have provided what we feel is a reasonable resolution given the circumstances, we respectfully ask that this matter be considered closedWe 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 [redacted]
February 16, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Steve [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding his order of a cook-top We would first like to apologize that Mr [redacted] ’s cook-top was not ready for piwithin the estimated time givenIn researching our records we can see where Mr [redacted] was at first trying to determine the status of his cook-top, but by the end of December it sounds like he acknowledges that the store had it for him to pick-upIt is hard to tell whether he is requesting to still cancel the order or cancel his credit card at that timeTo clarify, Sears does not administer the Sears branded credit card; it is owned and administered by CiticorpIf Mr [redacted] wants to cancel his credit card, he would need to contact the phone number on his credit card to do soWith that said, the last time we checked his order on January 6, 2016, it showed that the cook-top had been picked up at the store in question and then shortly after that Mr [redacted] paid off the sale via a payment made in the storeWe interpret this to mean that he did finally get the merchandise he ordered and must have decided to keep it rather than return itIf that is not the case and Mr [redacted] still requires assistance, he is welcome to contact me 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 concernsSincerely,Dana [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: Dana[redacted] @searshc.com
Initial Business Response / [redacted] (1000, 5, 2015/03/23) */ Contact Name and Title: [redacted] Contact Email: [redacted] March 23, [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding the repair of her [redacted] tv Upon receiving [redacted] complaint, we researched her service history and found that on March 20, 2015, it was determined that her tv could not be repaired and would instead be replaced [redacted] was contacted by our repair offices on March 20, and was given $to use towards replacement and the exchange process explained to herThat being said, because we are in the process of replacing [redacted] tv, we respectfully request this complaint be closed We apologize to [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns [redacted]