December 7, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: [redacted] - # [redacted]Dear Ms. [redacted]:We have completed the
investigation of Mr. [redacted] rebuttal to our previous response.In accordance with Mr.
[redacted] follow-up concerns, we have processed a one-year extension to his
Master Protection Agreement (MPA). The
coverage for his television now expires on May 17, 2017. See below:[redacted] ⇄ />
([redacted] Mdse code: [redacted] Mdse desc: [redacted] Model #
: [redacted]
Serial # : [redacted] Agrmt # .
: [redacted] SP . . . : PA FF Purch date : 12/07/2015 Type . .
: SGL Start date : 05/17/2016 Plan . .
: STANDARD Expir date : 05 17 2017 Ded amount: #Cvg Month :
12 Serv loc : O Adj Reason : Resp time : Mr. [redacted] should
receive a new certificate in the next four to six weeks. If he has any questions or concerns in the
interim, he can call our Protection Agreement department at (800)
[redacted]. With that said, since we have
honored Mr. [redacted] request for additional MPA coverage, we ask that this
matter be closed.Again, we apologize to
Mr. [redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]Regulatory Complaints
Specialist
Complaint: [redacted]
I am rejecting this response because:I only spoke with the SYWR representatives (of which they state the sweeps are not part of Sears). The only correspondence I had with the sweeps dept was by email. No other representatives would ever speak on the sweeps dept behalf. I feel like this again is another way to subside my concern. I personally know other members that were able to spend points they received from that sweeps but yet mine were taken away and I feel unjustly too. Even if it was a malfunction the company is not taking any of the consequences but instead the consumer is. Points were taken away and not even anything done as an apology/token of their mistake.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a refund he is waiting for from Sears. [redacted], manager of the...
[redacted] Sears Outlet provided the following response: I have been in contact with [redacted] regarding his complaint and have resolved it. That said, sales check #[redacted] refers to a $503.44. If I can be of any further assistance to [redacted], I invite him to contact me at [redacted]. Since it is my understanding that [redacted] was satisfied with the actions taken to resolve his concerns, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:
How many times will I hear check is in the mail before it finally arrives? We have been down this road many times since December! I have no reason to believe that this, is the time it will get done! !!! Get it done and this will be resolved! But not before!
Sincerely,
Dave [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a dishwasher purchased from Sears. We apologize that [redacted]...
dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. The dishwasher was rated very high and has excellent reviews. If there are any additional concerns with the dishwasher, I ask that [redacted] contact me directly at [redacted] or at the email address below. Sears Home Services records indicate that a new control panel was installed on March 12, 2016. After the board was installed the unit was tested and was found to be operating as expected. At this time, since we have completed the repairs to the dishwasher, we ask that this complaint be closed pending further contact. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint
regarding her recent order....
Unfortunately, we have no process in place at
this time to issue refunds in the form of e-gift cards. However, it is a good
suggestion and something we will consider adding in the future. That said, we
want to apologize to [redacted] for what occurred with her order. A gift
card for $95.00 was issued on November 11, 2015 and she will need to allow 7-10
business days for it to arrive. [redacted] account was also
credited $38.84 on November 10, 2015. In light of the aforementioned
information, we respectfully ask that this matter remain closed. Again, we apologize to Ms. Kostielney 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 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] rebuttal to our response regarding his dissatisfaction that his dishwasher failed sooner than he expected and his allegation that he should be reimbursed under his state’s implied warranty law. We have [redacted] rebuttal and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the dishwasher sooner than he expected, the fact remains that [redacted] did not report any issues with the dishwasher for three years after the purchase date. Since we sold him a dishwasher that he used for over three years without any issues, then he does not qualify for any concession under his state’s Warranty of Merchantability and Fitness. We also informed him that his request for a refund on the service was denied since the leak issue he reported was repaired with the pump replacement. As previously stated, in order to appease [redacted], we offered him a $100.00 reimbursement on the service and he declined the offer. As for [redacted] request for our corporate identity to file in [redacted], it is Sears, Roebuck and Co., a wholly owned subsidiary of Sears Holdings Corporation; [redacted] Since we have addressed the issues in [redacted] rebuttal, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: 11123028I am rejecting this response because: I would like to make this perfectly clear. The dryer did not malfunction three months after the service was performed. The venting was completely clogged and yet nothing was done by the prior technician besides changing the lint screen, which has no effect on the venting itself. The owner was not living in the condominium at that time, and since I moved in the dryer has not worked. I did not move in until late December and attempted to troubleshoot it over the course of the one month I was in the home. When that was not successful, I called Sears and the previously described fiasco occurred. Simply put, your technician came and failed to identify an obvious problem which he was specifically retained to find.
I will also note that I am not "claiming" to have been offered 20%, you personally offered 20% off in the last email. I would further add that despite this 20% off, I just paid $134 for your technician to unscrew the vent and say it was clogged. This is precisely what the prior technician was retained to do. So, there has now been a total of $235 spent, and two days taken off of work, so that Sears could tell me the vent is clogged. That speaks for itself. Sincerely,Andrew [redacted]
November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding his allegation that his vehicle sustained damage after going to a local...
auto center.Due to the nature of [redacted] concerns, we opened a claim with [redacted], our third-party claims adjuster. If [redacted] has any questions regarding his claim, she can contact [redacted], his claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] 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 [redacted]’s actions; their decision on any claim is final. In the interim, since [redacted] issue is being handled through a standardized claim process with [redacted] 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 [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
Initial Business Response /* (1000, 13, 2015/01/28) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
January 28, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding their disappointment that the glass in their oven door shattered and their request to be reimbursed in full for the repair even though they do not have warranty coverage to provide this benefit.
We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get.
The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass. At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail. In the [redacted] case, it sounds like the extreme heat of the self-clean cycle may have exacerbated or hastened the subsequent shattering of the glass.
While all-over shattering happens infrequently, the few times it does it is dramatic enough that it can be disconcerting. This means that it is more apt to be talked about or even mentioned in online blogs and articles. Consumers also feel that there must be a defect as it seems to happen so spontaneously. However, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter.
We would also like to note that even had the [redacted] still been covered under a warranty, a failure of this nature would usually not be covered since it would not have been due to a defect in material or design. Instead it would have been due to accidental damage. Failures attributable to improper usage, operator error, or damage are not normally covered under any manufacturer's warranty.
This means that Sears is under no obligation to provide the [redacted] with any compensation for the repair of their oven. With that said, as a one-time customer courtesy, our records indicate that our customer support group offered the [redacted] a refund of 50% of their repair costs in addition to a one-year complimentary Repair Protection Agreement (RPA) with a retail value of $85.99 that we would purchase on their behalf and provide at no charge to them. While we show this offer was declined, if the [redacted] have reconsidered and would like to accept, they are welcome to contact me via email at[redacted] or call me at [redacted]. This offer will only remain open for 30 days from today's date after which time it will become null and void. In the interim, since we have explained that the glass breakage in an oven is usually attributable to prior damage to the door and not a defect, and an equitable offer was still proposed in spite of this, 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.
[redacted]
March 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted]’ rebuttal. We confirmed with [redacted] that the new ** washer was delivered in good working order on March 10, 2016. [redacted] confirmed she was able to use the washer and that it is in working order as of March 14, 2016. With that said, since we have confirmed the delivery of the ** washer with the [redacted] we have closed our case. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because no action has been taken .... it's just words ..they ruined my Christmas and my daughters Christmas and birthday. .. they Ned to take action. ... not spew a bunch of lies ....
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have not yet completed the investigation of [redacted] complaint regarding Sears Home Services. A Sears Home Services technician is scheduled...
to be dispatched to [redacted] home on Friday, March 11, 2016. We will provide an update when we have the results of the aforementioned service call. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted]
We have completed the investigation of [redacted] rebuttal. Since [redacted] did not want this handled locally, we have had no choice but to file a claim with our third party claims examiner, [redacted]. [redacted] claim number is [redacted] and her adjuster is [redacted], who may be reached during normal business hours at [redacted]. [redacted] did inform us that the claim had just been opened and their investigation had not begun as yet. Regardless, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. The fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]'s actions. Their decision is immutable. Rather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issues. At this time, [redacted] needs to direct any further correspondence to [redacted] to the attention of her caseworker. As stated above, although we empathize with [redacted] frustrations, we are not in a position to assist her per [redacted]'s protocol. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience and...
request for a refund. We would first like to apologize for failing Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in her order we found that a lost tracer was issued to investigate the delivery of the package. While the investigation may take approximately 7 to 10 business days, we have decided to issue a full refund. Accordingly, a refund of $34.97 was issued under return receipt number [redacted]. Ms. [redacted] can expect to see this credit post to her account within 3 to 5 business days. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the credit. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding service for his Laundry center. Upon receipt of [redacted]...
[redacted] complaint, we found that he had previously been in contact with [redacted] in our escalated complaint department. [redacted] offered and processed a replacement for customer satisfaction reasons and the delivery was on March 18, 2016. If [redacted] is still in need of assistance he can contact[redacted] directly at [redacted] As it was our understanding that the resolution proposed met with his approval, we have closed our file. 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. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding scheduling a preventative maintenance check on his laundry equipment. ...
Sears Home Services has scheduled a preventative maintenance check on [redacted] washer and dryer for April 30, 2016 from between 3pm-6pm. We apologize that [redacted] encountered issues when attempting to schedule a preventative maintenance check. Per the terms and conditions of the Master Protection Agreement (MPA), it states verbatim: At your request, we will directly pay Sears Repair to perform one (1) preventive maintenance check-up within any contract year that the Covered Product is covered under this Agreement. The past maintenance checks were completed on April 30, 2015, [redacted] was not eligible for a check until April 30, 2016. Since we have scheduled [redacted] preventative maintenance checks, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order...
and request for a refund back to his [redacted] account. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that [redacted]t placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted]t’s case, the order was fulfilled by [redacted] located at [redacted] with a telephone number of [redacted] and email address: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted]t’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After researching the notes in the order we found that Sears Online contacted the seller [redacted] on [redacted]t’s behalf. [redacted] indicated that they had system issues with their orders which were recently corrected. The order was shipped via [redacted] and we verified that delivery was completed on February 16, 2016. In closure, since delivery has been received, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] Dear [redacted]We have completed the investigation of [redacted] complaint
regarding the pricing of an item he wished to order. As clarification,...
the only 15 amp [redacted] branded chain saw
listed on our site now is sold by a third party seller, CPO Outlets and the
price is $124.99. It is possible that the item may have been listed for the
price [redacted] mentions, but it has since been removed if so. 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 occur.
Should 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 pick-up items, 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 granted. We 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 us. There 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 occurs. In 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 database. This is designated by the settings in the internet
browser being used. If 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 cached. Per our terms and conditions, we are not required to honor
an incorrect price even if it was an item sold by Sears. 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://[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
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.”With that said, since our response is 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 price; therefore, 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]
November 20, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding her recent online order.It is unfortunate that we failed [redacted]...
[redacted]
expectations and we can understand her frustration with the series of events detailed
in her complaint. We 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 averted. After researching the notes in both
online orders, we found that [redacted] was not charged $983.28 for the first
order [redacted] and her gift cards currently have the full balance. Additionally,
we verified that she was not charged on her [redacted] card for that
order either. According to Sears Online there was an error within the system
that did not allow the order to process properly. However, another order was
placed [redacted] the next day with a discount of $173.34 which brought her
final total to $809.94. Unfortunately, Sears was unable to complete delivery any
sooner since the product was not available from the manufacturer until November
17, 2015. We apologize again for any inconvenience [redacted] may have
experienced and hope that in the future she will allow us another opportunity to
provide her with a better example of customer service. In the interim, we have
noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
December 7, 2015[redacted]Revdex.com330 North Wabash Ave.,⇄ />
([redacted] Mdse code: [redacted] Mdse desc: [redacted] Model #
Ste. #2006Chicago, IL 60611Re: [redacted] - # [redacted]Dear Ms. [redacted]:We have completed the
investigation of Mr. [redacted] rebuttal to our previous response.In accordance with Mr.
[redacted] follow-up concerns, we have processed a one-year extension to his
Master Protection Agreement (MPA). The
coverage for his television now expires on May 17, 2017. See below:[redacted]
: [redacted]
Serial # : [redacted] Agrmt # .
: [redacted] SP . . . : PA FF Purch date : 12/07/2015 Type . .
: SGL Start date : 05/17/2016 Plan . .
: STANDARD Expir date : 05 17 2017 Ded amount: #Cvg Month :
12 Serv loc : O Adj Reason : Resp time : Mr. [redacted] should
receive a new certificate in the next four to six weeks. If he has any questions or concerns in the
interim, he can call our Protection Agreement department at (800)
[redacted]. With that said, since we have
honored Mr. [redacted] request for additional MPA coverage, we ask that this
matter be closed.Again, we apologize to
Mr. [redacted] and we appreciate the opportunity to address this matter.Sincerely,[redacted]Regulatory Complaints
Specialist
Complaint: [redacted]
I am rejecting this response because:I only spoke with the SYWR representatives (of which they state the sweeps are not part of Sears). The only correspondence I had with the sweeps dept was by email. No other representatives would ever speak on the sweeps dept behalf. I feel like this again is another way to subside my concern. I personally know other members that were able to spend points they received from that sweeps but yet mine were taken away and I feel unjustly too. Even if it was a malfunction the company is not taking any of the consequences but instead the consumer is. Points were taken away and not even anything done as an apology/token of their mistake.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding a refund he is waiting for from Sears. [redacted], manager of the...
[redacted] Sears Outlet provided the following response: I have been in contact with [redacted] regarding his complaint and have resolved it. That said, sales check #[redacted] refers to a $503.44. If I can be of any further assistance to [redacted], I invite him to contact me at [redacted]. Since it is my understanding that [redacted] was satisfied with the actions taken to resolve his concerns, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:
How many times will I hear check is in the mail before it finally arrives? We have been down this road many times since December! I have no reason to believe that this, is the time it will get done! !!! Get it done and this will be resolved! But not before!
Sincerely,
Dave [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding a dishwasher purchased from Sears. We apologize that [redacted]...
dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality of the items we sell, the potential for failure always exists for any product. The dishwasher was rated very high and has excellent reviews. If there are any additional concerns with the dishwasher, I ask that [redacted] contact me directly at [redacted] or at the email address below. Sears Home Services records indicate that a new control panel was installed on March 12, 2016. After the board was installed the unit was tested and was found to be operating as expected. At this time, since we have completed the repairs to the dishwasher, we ask that this complaint be closed pending further contact. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 13, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint
regarding her recent order....
Unfortunately, we have no process in place at
this time to issue refunds in the form of e-gift cards. However, it is a good
suggestion and something we will consider adding in the future. That said, we
want to apologize to [redacted] for what occurred with her order. A gift
card for $95.00 was issued on November 11, 2015 and she will need to allow 7-10
business days for it to arrive. [redacted] account was also
credited $38.84 on November 10, 2015. In light of the aforementioned
information, we respectfully ask that this matter remain closed. Again, we apologize to Ms. Kostielney 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 9, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] rebuttal to our response regarding his dissatisfaction that his dishwasher failed sooner than he expected and his allegation that he should be reimbursed under his state’s implied warranty law. We have [redacted] rebuttal and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the dishwasher sooner than he expected, the fact remains that [redacted] did not report any issues with the dishwasher for three years after the purchase date. Since we sold him a dishwasher that he used for over three years without any issues, then he does not qualify for any concession under his state’s Warranty of Merchantability and Fitness. We also informed him that his request for a refund on the service was denied since the leak issue he reported was repaired with the pump replacement. As previously stated, in order to appease [redacted], we offered him a $100.00 reimbursement on the service and he declined the offer. As for [redacted] request for our corporate identity to file in [redacted], it is Sears, Roebuck and Co., a wholly owned subsidiary of Sears Holdings Corporation; [redacted] Since we have addressed the issues in [redacted] rebuttal, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
Complaint: 11123028I am rejecting this response because: I would like to make this perfectly clear. The dryer did not malfunction three months after the service was performed. The venting was completely clogged and yet nothing was done by the prior technician besides changing the lint screen, which has no effect on the venting itself. The owner was not living in the condominium at that time, and since I moved in the dryer has not worked. I did not move in until late December and attempted to troubleshoot it over the course of the one month I was in the home. When that was not successful, I called Sears and the previously described fiasco occurred. Simply put, your technician came and failed to identify an obvious problem which he was specifically retained to find.
I will also note that I am not "claiming" to have been offered 20%, you personally offered 20% off in the last email. I would further add that despite this 20% off, I just paid $134 for your technician to unscrew the vent and say it was clogged. This is precisely what the prior technician was retained to do. So, there has now been a total of $235 spent, and two days taken off of work, so that Sears could tell me the vent is clogged. That speaks for itself. Sincerely,Andrew [redacted]
November 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding his allegation that his vehicle sustained damage after going to a local...
auto center.Due to the nature of [redacted] concerns, we opened a claim with [redacted], our third-party claims adjuster. If [redacted] has any questions regarding his claim, she can contact [redacted], his claims examiner, at [redacted] and reference claim number [redacted] As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] 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 [redacted]’s actions; their decision on any claim is final. In the interim, since [redacted] issue is being handled through a standardized claim process with [redacted] 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 [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
Initial Business Response /* (1000, 13, 2015/01/28) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
January 28, 2015
[redacted]
...
[redacted]
We have completed the investigation of [redacted] complaint regarding their disappointment that the glass in their oven door shattered and their request to be reimbursed in full for the repair even though they do not have warranty coverage to provide this benefit.
We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakable. Tempered glass is designed to be able to withstand changes in temperature, but it is possible to break it. The other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small pieces. These pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get.
The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damaged. When it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completely. In the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass. At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail. In the [redacted] case, it sounds like the extreme heat of the self-clean cycle may have exacerbated or hastened the subsequent shattering of the glass.
While all-over shattering happens infrequently, the few times it does it is dramatic enough that it can be disconcerting. This means that it is more apt to be talked about or even mentioned in online blogs and articles. Consumers also feel that there must be a defect as it seems to happen so spontaneously. However, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter.
We would also like to note that even had the [redacted] still been covered under a warranty, a failure of this nature would usually not be covered since it would not have been due to a defect in material or design. Instead it would have been due to accidental damage. Failures attributable to improper usage, operator error, or damage are not normally covered under any manufacturer's warranty.
This means that Sears is under no obligation to provide the [redacted] with any compensation for the repair of their oven. With that said, as a one-time customer courtesy, our records indicate that our customer support group offered the [redacted] a refund of 50% of their repair costs in addition to a one-year complimentary Repair Protection Agreement (RPA) with a retail value of $85.99 that we would purchase on their behalf and provide at no charge to them. While we show this offer was declined, if the [redacted] have reconsidered and would like to accept, they are welcome to contact me via email at[redacted] or call me at [redacted]. This offer will only remain open for 30 days from today's date after which time it will become null and void. In the interim, since we have explained that the glass breakage in an oven is usually attributable to prior damage to the door and not a defect, and an equitable offer was still proposed in spite of this, 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.
[redacted]
March 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted]’ rebuttal. We confirmed with [redacted] that the new ** washer was delivered in good working order on March 10, 2016. [redacted] confirmed she was able to use the washer and that it is in working order as of March 14, 2016. With that said, since we have confirmed the delivery of the ** washer with the [redacted] we have closed our case. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because no action has been taken .... it's just words ..they ruined my Christmas and my daughters Christmas and birthday. .. they Ned to take action. ... not spew a bunch of lies ....
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have not yet completed the investigation of [redacted] complaint regarding Sears Home Services. A Sears Home Services technician is scheduled...
to be dispatched to [redacted] home on Friday, March 11, 2016. We will provide an update when we have the results of the aforementioned service call. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
March 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted]
We have completed the investigation of [redacted] rebuttal. Since [redacted] did not want this handled locally, we have had no choice but to file a claim with our third party claims examiner, [redacted]. [redacted] claim number is [redacted] and her adjuster is [redacted], who may be reached during normal business hours at [redacted]. [redacted] did inform us that the claim had just been opened and their investigation had not begun as yet. Regardless, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent their interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer's claim. The fact remains that whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]'s actions. Their decision is immutable. Rather, we can only recommend that our customers follow the process that [redacted] pursues for resolving any customer issues. At this time, [redacted] needs to direct any further correspondence to [redacted] to the attention of her caseworker. As stated above, although we empathize with [redacted] frustrations, we are not in a position to assist her per [redacted]'s protocol. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience and...
request for a refund. We would first like to apologize for failing Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in her order we found that a lost tracer was issued to investigate the delivery of the package. While the investigation may take approximately 7 to 10 business days, we have decided to issue a full refund. Accordingly, a refund of $34.97 was issued under return receipt number [redacted]. Ms. [redacted] can expect to see this credit post to her account within 3 to 5 business days. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the credit. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding service for his Laundry center. Upon receipt of [redacted]...
[redacted] complaint, we found that he had previously been in contact with [redacted] in our escalated complaint department. [redacted] offered and processed a replacement for customer satisfaction reasons and the delivery was on March 18, 2016. If [redacted] is still in need of assistance he can contact[redacted] directly at [redacted] As it was our understanding that the resolution proposed met with his approval, we have closed our file. 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. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding scheduling a preventative maintenance check on his laundry equipment. ...
Sears Home Services has scheduled a preventative maintenance check on [redacted] washer and dryer for April 30, 2016 from between 3pm-6pm. We apologize that [redacted] encountered issues when attempting to schedule a preventative maintenance check. Per the terms and conditions of the Master Protection Agreement (MPA), it states verbatim: At your request, we will directly pay Sears Repair to perform one (1) preventive maintenance check-up within any contract year that the Covered Product is covered under this Agreement. The past maintenance checks were completed on April 30, 2015, [redacted] was not eligible for a check until April 30, 2016. Since we have scheduled [redacted] preventative maintenance checks, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
February 18, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his recent online order...
and request for a refund back to his [redacted] account. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that [redacted]t placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In [redacted]t’s case, the order was fulfilled by [redacted] located at [redacted] with a telephone number of [redacted] and email address: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For [redacted]t’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After researching the notes in the order we found that Sears Online contacted the seller [redacted] on [redacted]t’s behalf. [redacted] indicated that they had system issues with their orders which were recently corrected. The order was shipped via [redacted] and we verified that delivery was completed on February 16, 2016. In closure, since delivery has been received, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 3, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: [redacted] Dear [redacted]We have completed the investigation of [redacted] complaint
regarding the pricing of an item he wished to order. As clarification,...
the only 15 amp [redacted] branded chain saw
listed on our site now is sold by a third party seller, CPO Outlets and the
price is $124.99. It is possible that the item may have been listed for the
price [redacted] mentions, but it has since been removed if so. 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 occur.
Should 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 pick-up items, 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 granted. We 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 us. There 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 occurs. In 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 database. This is designated by the settings in the internet
browser being used. If 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 cached. Per our terms and conditions, we are not required to honor
an incorrect price even if it was an item sold by Sears. 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://[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
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.”With that said, since our response is 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 price; therefore, 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]
November 20, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding her recent online order.It is unfortunate that we failed [redacted]...
[redacted]
expectations and we can understand her frustration with the series of events detailed
in her complaint. We 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 averted. After researching the notes in both
online orders, we found that [redacted] was not charged $983.28 for the first
order [redacted] and her gift cards currently have the full balance. Additionally,
we verified that she was not charged on her [redacted] card for that
order either. According to Sears Online there was an error within the system
that did not allow the order to process properly. However, another order was
placed [redacted] the next day with a discount of $173.34 which brought her
final total to $809.94. Unfortunately, Sears was unable to complete delivery any
sooner since the product was not available from the manufacturer until November
17, 2015. We apologize again for any inconvenience [redacted] may have
experienced and hope that in the future she will allow us another opportunity to
provide her with a better example of customer service. In the interim, we have
noted [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation