April 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she scheduled the delivery of...
her washer and dryer and her request for a refund of the delivery fee. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer and dryer delivery. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. According to our records, on April 20, 2016 [redacted] contacted the store and she cancelled the entire order due to the delivery issues. We issued a refund of $833.68 to [redacted] credit card ending in [redacted]. The credit should post to her account within 5-7 business days. With that being said, since we have addressed [redacted] issue brought forth in her complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
January 19, 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 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 her. We value Ms. [redacted] patronage and 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 this matter, we processed a full refund accordingly. Ms. [redacted] should receive a credit of $30.74 to her [redacted] ending in [redacted] in 3 to 5 business days. Additionally, the shop your way rewards points will be refunded back to her account. We 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 upon. Should 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
Complaint: [redacted]
I am rejecting this response because:Dear [redacted]It is apparent that Mr. [redacted], who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement. His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.Further as stated, this dishwasher is NOT used on a yearly basis and is like new. It is used maximum 90 days per year. Therefore we can hardly remain here to satisfy what he calls four repair services. We are here hardly three months a year and this should be resolved within those three months. He has made no attempt to resolve or mediate the situationIt is apparent that Mr. [redacted], who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement. His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.We have stated in chronological order proving that there apparently is a lack of truthfulness to Mr. [redacted]s reply. He purposely neglected to state that this situation has been going on since Jan 14!Further as stated, this dishwasher is NOT used on a yearly basis and is like new. It is used maximum 90 days per year. Therefore we can hardly remain here to satisfy what he calls four repair services. We are here hardly three months a year and this should be resolved within those three months. He has made no attempt to resolve or mediate the situation I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution…which you will agree.Every three years we renew our service contracts with SEARS. Throughout the 15 years, most have been regular "check up" service calls. The customer satisfaction to date has been lack of concern and lack of servicing. With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, 2016 for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly. Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher. The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher. What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January 16 - SEARS repairman arrived. Stated he could not fix the unit because the repair required new parts. He wondered why they were not ordered at the time the call was placed. He ordered parts, and scheduled another appointment for January 26 January 26 - SEARS repairman arrived. Showed visible frustration in repairing the unit. Called his office several times for instructions. Then declared it worked until I requested he turn the dishwasher on before leaving…it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time…Once again…it DID NOT! January 27 - the same repairman returned with another new part. Again showed frustration in repairing the unit. Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times…I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel. (see photos) January 29 - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple…I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly…Is this what you train your repair people to say to consumers?? To add insult to injury…he termed the call instruction!! February 9 - new repair date!! Another delay and put off for another week… This is more than a month that I have been unable to use my dishwasher. This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do…most inefficient. All calls to SEARS to resolve this problem are unsatisfactory. Managers not only have no authority to over ride a situation gone awry…but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying. And certainly do not fulfill the term customer service. One size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair. How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened. For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems. It is apparent that Mr. [redacted] does not want to provide nor restore our confidence in SEARS products and service. I trust this can be resolved without going further in a legal effort. ...⇄Sincerely, ...⇄ [redacted] I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution…which you will agree.Every three years we renew our service contracts with SEARS. Throughout the 15 years, most have been regular "check up" service calls. The customer satisfaction to date has been lack of concern and lack of servicing. With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, 2016 for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly. Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher. The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher. What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January 16 - SEARS repairman arrived. Stated he could not fix the unit because the repair required new parts. He wondered why they were not ordered at the time the call was placed. He ordered parts, and scheduled another appointment for January 26 January 26 - SEARS repairman arrived. Showed visible frustration in repairing the unit. Called his office several times for instructions. Then declared it worked until I requested he turn the dishwasher on before leaving…it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time…Once again…it DID NOT! January 27 - the same repairman returned with another new part. Again showed frustration in repairing the unit. Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times…I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel. (see photos) January 29 - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple…I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly…Is this what you train your repair people to say to consumers?? To add insult to injury…he termed the call instruction!! February 9 - new repair date!! Another delay and put off for another week… This is more than a month that I have been unable to use my dishwasher. This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do…most inefficient. All calls to SEARS to resolve this problem are unsatisfactory. Managers not only have no authority to over ride a situation gone awry…but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying. And certainly do not fulfill the term customer service. One size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair. How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened. For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems. It is apparent that Mr. [redacted] does not want to provide nor restore our confidence in SEARS products and service. I trust this can be resolved without going further in a legal effort. ...⇄Sincerely, ...⇄ [redacted]
Sincerely,
[redacted]
February 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Our records show that the technician returned to Mr. [redacted] home on February 22, 2016, to install the control board that was previously ordered. After installing the part, he tested the dishwasher and found that there was no power to the unit. The technician subsequently found an issue with the power supply to the dishwasher and advised Mr. [redacted] to contact an electrician to correct the problem. With that said, since it is the technician’s determination that the dishwasher will work properly once the electrical issue is addressed, 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
Initial Business Response /* (1000, 8, 2015/02/01) */
February 1, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Mr. [redacted]'s...
complaint regarding his recent order.
Mentor [redacted] Store Manager, provided the following response:
After reviewing Mr. [redacted]'s complaint, we would be willing to discuss the matter with him, but we have attempted to contact him by telephone and there has been no response. We are unable to resolve Mr. [redacted]'s issue until we have the opportunity to discuss the matter with him. At this time, we are uncertain as to whether Ms. [redacted] still requires assistance with his issue, but if he does, he may contact me (Mentor) at (XXX) XXX-XXXX during normal business hours. In the interim, we will consider Mr. [redacted]'s matter closed, pending his response.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (3000, 10, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been contacted by anyone from Sears. I have called the above referenced phone number (XXX) XXX-XXXX multiple times and it is never answered. It rings 6-8 times and then clicks as if it is an answering machine but there is no message. After the click I have left many messages with my information but I have no idea if they are listening to or receiving the messages. I really don't know what else can be done other than the next time I travel to this Sears location, I will attempt to speak to this Mentor [redacted], if he even exists. I would like to thank you for your time in attempting to help me in this matter. Unfortunately it remains unresolved.
Final Business Response /* (4000, 12, 2015/02/10) */
February 10, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]-[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s rebuttal.
It was our understanding that Mentor has spoken with Mr. [redacted]. A gift card for $10.00 was mailed to Mr. [redacted] on February 9, 2015. Should Mr. [redacted] have any further concerns, he may contact Mentor via email as he has done before. Since it appears that the matter has been resolved, we respectfully ask that it remain 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
(XXX) XXX-XXXX
[redacted]@searshc.com
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]
December 6, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10958567– Elena
L. [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding her dissatisfaction at having other retailers sell items...
on
our sears.com website and an issue with her recent order, which was sold by
Direct Furnishings Inc. As clarification, some time ago our online website began
hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide
items that might not be available through our own online channels, so that we
become a “one-stop” online shopping destination. Much like a well known online bookseller, we
offer our own merchandise and then we also have choices available from
third-party vendors. For any consumer
that would like to restrict their purchases to Sears items or services
specifically, there is a tab to display only Sears items and it is also set up
as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be
showcased in our Marketplace have their own promotions, return policies, and
shipping charges. According to our posted Terms of Service, Ms. [redacted] would
need to direct any issues with her purchase to the seller, Direct Furnishing’s attention
as her purchase is subject to their individual policies. That said, we do
endeavor to try and make sure that consumers visiting our site are treated
fairly no matter who the seller may be; therefore, we contacted Ms. [redacted] and asked
that she send pictures of the wrong colored items. Even a picture of the box showing
what the item is and that the color is black would be fine. Nothing has been
received so far, but Ms. [redacted] may feel free to copy us on any email she sends
to Direct Furnishings Inc. We are regretful that our business decisions do not
meet with Ms. [redacted]’s approval and can only hope that she is able to resolve
the issue with the seller. 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,Tammie [redacted]Regulatory Complaint Specialist Direct Dial: [redacted]Email: Tammie.[redacted]@searshc.com
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]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her delivery...
experience. We have reviewed the previous interaction Ms. [redacted] notes as well as her correspondence and all we can say is that Ms. [redacted] would not explain what more she was looking for when she was asked. She had asked for her haul away fee to be refunded, which was done as she noted. When asked what else should be addressed, she would not elaborate for [redacted], she simply said she did not understand her and she would escalate the issue. We can only assume that Ms. [redacted] does not feel that her issue was given enough attention. Although we cannot disclose any disciplinary actions that may have been taken due to Human Resources Regulations, we can assure Ms. [redacted] that her issue was escalated to the District Manager and now it has reached the final level of escalation in our company. We want to note that “haul away” implied just that; hauling the item away. What Ms. [redacted] needed was for her water heater to be drained and un-installed. She did not purchase installation; therefore, that service would not be provided. We apologize if this was not made clear to her and if the level of service she received was not satisfactory. However, as we have noted, her concerns have been forwarded to the appropriate parties and there is no one else left to escalate this matter to. Any further correspondence will be directed to our office and the answer will be the same. Perhaps Ms. [redacted] feels that there should not have been another issue with the delivery since she filed a complaint last year for a different issue with delivery. We strive to improve in our processes every day, but that does not mean that there will not be issues. Ms. [redacted] issue form last year was addressed and she accepted a $50.00 in relation to that matter; therefore, her Revdex.com complaint was closed. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding the numerous repairs on her refrigerator. Upon receiving [redacted]...
complaint, we have reviewed her service history can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, [redacted] refrigerator has been deemed as non-repairable and sent to Samsung for their review. [redacted] should be hearing from Samsung, the manufacturer soon with regards to next steps. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his garage door opener. [redacted] Sears Home Services, Support Specialist provided the following response: [redacted] notes in his rebuttal that a bracket was not replaced during last week’s service call. The technician was contacted and informed me that the bracket is actually part of the garage door, not the opener. Additionally, this part will need to be replaced by a Garage Door Service provider. If [redacted] has any other questions he can reach me at [redacted]. Since we have noted our response to [redacted] rebuttal and have referred him to a garage door company for resolution, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [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]
Complaint: 10974392
I am rejecting this response because: are purchase was through sears website therefore sears is responsible for their vendors, and yes we did receive another shipment and it was wrong as well. please have sears corporate contact me at [redacted] so we can get this resolved quickly
Sincerely,
Floyd [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]
Complaint: [redacted]
I am rejecting this response because: THE SERVICE PERSON CAME ON 12/16/15 LATE IN THE AFTERNOON, EARLY MORINING 12/17/18, SEARS CALLED TO KNOW IF THE MACHINE IS WORKING PROPERLY. MY WIFE TOLD THEM THAT SHE WILL TRY THE MACHINE WHEN SHE HAVE A LOAD OF CLOTHES TO WASH, WHICH SHE DID LATER IN THE DAY AND THE MACHINE HAVE THE SAME PROBLEM, WHICH I AM GOING TO CALL [redacted] (SEARS) NOW AT [redacted] AND LET HER KNOW. PLEASE KEEP THIS CASE OPENTHANKS
Sincerely,
[redacted]
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his dissatisfaction with his...
dishwasher repair. First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his dishwasher. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager for further review. While we understand that [redacted] is seeking an exchange, he purchased the dishwasher on December 26, 2015, which means he had until January 25, 2016, to return or exchange the unit. Now that the purchase is outside Sears’ 30-day Return Policy timeframe, [redacted] would need to allow us to try to repair the unit. On March 25, 2016, the technician returned to [redacted] home to install a new pump motor. Once the new part was installed, the dishwasher was tested and found to be operating properly. Again, we sincerely regret any inconvenience [redacted] may have experienced due to the delay in repairing his dishwasher. Member Advocate [redacted] attempted to follow-up with [redacted] on the repair; however, [redacted] was not home. If [redacted] has any remaining concerns with the dishwasher, he is welcome to call [redacted]. In the interim, since we have completed the repair to [redacted] dishwasher, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 10, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Complaint ID: [redacted] Via: Revdex.com Website *
[redacted] Thank you for contacting Sears Home Improvement Product (SHIP) regarding your inquiry...
concerning the above-referenced file. This letter serves as a follow up to my attempts to reach [redacted] on 3/01/2016, 3/02/2016, 3/03/2016, and 3/08/2016. Per her request, SHIP has cancelled the contract. On behalf of SHIP please know that we do value her as a customer and apologize for any frustrations or inconveniences she may have experienced SHIP cannot refund the full amount of [redacted] initial payment. That decision is based on the following information. She missed the cancellation deadline. She had the opportunity to cancel the contract without any penalty or obligation within three business days of the signing date of 12/09/2015. The rescission notice states the customer has 3 days to cancel the order and 10 days to cancel for a full refund. She is well past that period. We regret that she has decided not to proceed with her home improvement project. The contract states the work will start approximately 3-4 weeks. This is not a guarantee of a beginning time. Sometimes we start that soon, sometimes we do not. Additionally, [redacted] decided to cancel the contract after SHIP had incurred the costs of the materials. Some of the materials cannot be returned. The total cost incurred before returns is $[redacted] We were able to get back $[redacted] from two (2) vendors. Subtracting the $[redacted] from the cost would bring the balance owed by the customer to $[redacted] which is a difference of $[redacted] from her deposit of $[redacted]. All we can refund her at this time is $[redacted] That would be done as a credit to the account used to finance the initial payment unless that has been paid in full. Enclosed is a copy of our cancellation and returns policy, as well as a copy of the letter explaining the reason we kept the amount for the costs. We appreciate the opportunity to address [redacted] concern. Thank you for your time, effort and patience, and effort during the investigation process. If you have any questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [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
April 26, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the problems she encountered when she scheduled the delivery of...
her washer and dryer and her request for a refund of the delivery fee. It is unfortunate that we failed [redacted] expectations when she recently scheduled a washer and dryer delivery. We value [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. According to our records, on April 20, 2016 [redacted] contacted the store and she cancelled the entire order due to the delivery issues. We issued a refund of $833.68 to [redacted] credit card ending in [redacted]. The credit should post to her account within 5-7 business days. With that being said, since we have addressed [redacted] issue brought forth in her complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
January 19, 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 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 her. We value Ms. [redacted] patronage and 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 this matter, we processed a full refund accordingly. Ms. [redacted] should receive a credit of $30.74 to her [redacted] ending in [redacted] in 3 to 5 business days. Additionally, the shop your way rewards points will be refunded back to her account. We 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 upon. Should 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
Complaint: [redacted]
I am rejecting this response because:Dear [redacted]It is apparent that Mr. [redacted], who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement. His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.Further as stated, this dishwasher is NOT used on a yearly basis and is like new. It is used maximum 90 days per year. Therefore we can hardly remain here to satisfy what he calls four repair services. We are here hardly three months a year and this should be resolved within those three months. He has made no attempt to resolve or mediate the situationIt is apparent that Mr. [redacted], who sits hundreds of miles away has made no attempt to satisfactorily resolve this [redacted] dishwasher problem to our mutual agreement. His first and second response was disingenuous at best! That is clear in his omitting all the pertinent and truthful chronology of what happened since the this unfortunate repair attempt began.We have stated in chronological order proving that there apparently is a lack of truthfulness to Mr. [redacted]s reply. He purposely neglected to state that this situation has been going on since Jan 14!Further as stated, this dishwasher is NOT used on a yearly basis and is like new. It is used maximum 90 days per year. Therefore we can hardly remain here to satisfy what he calls four repair services. We are here hardly three months a year and this should be resolved within those three months. He has made no attempt to resolve or mediate the situation I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution…which you will agree.Every three years we renew our service contracts with SEARS. Throughout the 15 years, most have been regular "check up" service calls. The customer satisfaction to date has been lack of concern and lack of servicing. With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, 2016 for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly. Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher. The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher. What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January 16 - SEARS repairman arrived. Stated he could not fix the unit because the repair required new parts. He wondered why they were not ordered at the time the call was placed. He ordered parts, and scheduled another appointment for January 26 January 26 - SEARS repairman arrived. Showed visible frustration in repairing the unit. Called his office several times for instructions. Then declared it worked until I requested he turn the dishwasher on before leaving…it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time…Once again…it DID NOT! January 27 - the same repairman returned with another new part. Again showed frustration in repairing the unit. Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times…I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel. (see photos) January 29 - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple…I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly…Is this what you train your repair people to say to consumers?? To add insult to injury…he termed the call instruction!! February 9 - new repair date!! Another delay and put off for another week… This is more than a month that I have been unable to use my dishwasher. This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do…most inefficient. All calls to SEARS to resolve this problem are unsatisfactory. Managers not only have no authority to over ride a situation gone awry…but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying. And certainly do not fulfill the term customer service. One size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair. How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened. For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems. It is apparent that Mr. [redacted] does not want to provide nor restore our confidence in SEARS products and service. I trust this can be resolved without going further in a legal effort. ...⇄ Sincerely, ...⇄ [redacted] I have experienced nothing but dissatisfaction from SEARS repair department and worse, inexperienced repairmen who have shown visible frustration in attempting to repair my [redacted] dishwasher and the last guru workman said the problem was a simple solution to throw in a cup of vinegar!! Most unusual solution…which you will agree.Every three years we renew our service contracts with SEARS. Throughout the 15 years, most have been regular "check up" service calls. The customer satisfaction to date has been lack of concern and lack of servicing. With the amount of money we have spent in buying your contracts year after year we could have purchased a new dishwasher! We arrived here on January 14, 2016 for our annual visit and immediately noticed the [redacted] Dishwasher was not performing correctly. Water was not entering the unit to cleanse the items.We immediately set up a service call through our contract which we have had for many years.Below is a chronological history of the subsequent horror that occurred after SEARS repairmen attempted to fix the dishwasher. The repair man who was assigned the second and third time consecutively, damaged the inside of the dishwasher. What once was a pristine shiny interior is now scratched and dented due to negligence of the repairman! This is intolerable!! Chronological Order of Attempted Repairs January 16 - SEARS repairman arrived. Stated he could not fix the unit because the repair required new parts. He wondered why they were not ordered at the time the call was placed. He ordered parts, and scheduled another appointment for January 26 January 26 - SEARS repairman arrived. Showed visible frustration in repairing the unit. Called his office several times for instructions. Then declared it worked until I requested he turn the dishwasher on before leaving…it DID NOT WORK! He again showed frustration, called the office, removed the part, reinstalled it and declared it would work this time…Once again…it DID NOT! January 27 - the same repairman returned with another new part. Again showed frustration in repairing the unit. Placed his heavy industrial size portable screw driver on top of the inside ledge of the dishwasher several times…I watch in horror as it fell off the inside ledge and scratched and dented the inside of my once pristine inside panel. (see photos) January 29 - another repair person arrived and this time in a dramatic fashion and tone of voice declared the problem was simple…I should throw some vinegar into the unit every other time of use! He never attempted to look at the part replacement to see if perhaps it was installed correctly…Is this what you train your repair people to say to consumers?? To add insult to injury…he termed the call instruction!! February 9 - new repair date!! Another delay and put off for another week… This is more than a month that I have been unable to use my dishwasher. This is unheard of, intolerable and far too stressful and a waste of time to wait for inexperienced repairmen who are stifled as to how to repair or service a dishwasher! Something they are schooled and paid to do…most inefficient. All calls to SEARS to resolve this problem are unsatisfactory. Managers not only have no authority to over ride a situation gone awry…but due to poor policy cannot think above and beyond reading text book solutions which are most unsatisfying. And certainly do not fulfill the term customer service. One size does not fit all!! Today I placed one of many calls only to be put off for another week of waiting for another inefficient service repair. How much longer is this going to go on??? Is it SEARS objective to continue to upset customers to the point of perhaps giving up? This type of service should never have happened. For the amount of money I have spent in inadequate service contracts I could have purchased a new dishwasher and not have had these enormous problems. It is apparent that Mr. [redacted] does not want to provide nor restore our confidence in SEARS products and service. I trust this can be resolved without going further in a legal effort. ...⇄ Sincerely, ...⇄ [redacted]
Sincerely,
[redacted]
February 23, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Our records show that the technician returned to Mr. [redacted] home on February 22, 2016, to install the control board that was previously ordered. After installing the part, he tested the dishwasher and found that there was no power to the unit. The technician subsequently found an issue with the power supply to the dishwasher and advised Mr. [redacted] to contact an electrician to correct the problem. With that said, since it is the technician’s determination that the dishwasher will work properly once the electrical issue is addressed, 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
Initial Business Response /* (1000, 8, 2015/02/01) */
February 1, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have been unable to complete the investigation of Mr. [redacted]'s...
complaint regarding his recent order.
Mentor [redacted] Store Manager, provided the following response:
After reviewing Mr. [redacted]'s complaint, we would be willing to discuss the matter with him, but we have attempted to contact him by telephone and there has been no response. We are unable to resolve Mr. [redacted]'s issue until we have the opportunity to discuss the matter with him. At this time, we are uncertain as to whether Ms. [redacted] still requires assistance with his issue, but if he does, he may contact me (Mentor) at (XXX) XXX-XXXX during normal business hours. In the interim, we will consider Mr. [redacted]'s matter closed, pending his response.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (3000, 10, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been contacted by anyone from Sears. I have called the above referenced phone number (XXX) XXX-XXXX multiple times and it is never answered. It rings 6-8 times and then clicks as if it is an answering machine but there is no message. After the click I have left many messages with my information but I have no idea if they are listening to or receiving the messages. I really don't know what else can be done other than the next time I travel to this Sears location, I will attempt to speak to this Mentor [redacted], if he even exists. I would like to thank you for your time in attempting to help me in this matter. Unfortunately it remains unresolved.
Final Business Response /* (4000, 12, 2015/02/10) */
February 10, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]-[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s rebuttal.
It was our understanding that Mentor has spoken with Mr. [redacted]. A gift card for $10.00 was mailed to Mr. [redacted] on February 9, 2015. Should Mr. [redacted] have any further concerns, he may contact Mentor via email as he has done before. Since it appears that the matter has been resolved, we respectfully ask that it remain 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
(XXX) XXX-XXXX
[redacted]@searshc.com
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]
December 6, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10958567– Elena
L. [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding her dissatisfaction at having other retailers sell items...
on
our sears.com website and an issue with her recent order, which was sold by
Direct Furnishings Inc. As clarification, some time ago our online website began
hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide
items that might not be available through our own online channels, so that we
become a “one-stop” online shopping destination. Much like a well known online bookseller, we
offer our own merchandise and then we also have choices available from
third-party vendors. For any consumer
that would like to restrict their purchases to Sears items or services
specifically, there is a tab to display only Sears items and it is also set up
as a choice to narrow the selections that initially pop up. Obviously, any other retailers that might be
showcased in our Marketplace have their own promotions, return policies, and
shipping charges. According to our posted Terms of Service, Ms. [redacted] would
need to direct any issues with her purchase to the seller, Direct Furnishing’s attention
as her purchase is subject to their individual policies. That said, we do
endeavor to try and make sure that consumers visiting our site are treated
fairly no matter who the seller may be; therefore, we contacted Ms. [redacted] and asked
that she send pictures of the wrong colored items. Even a picture of the box showing
what the item is and that the color is black would be fine. Nothing has been
received so far, but Ms. [redacted] may feel free to copy us on any email she sends
to Direct Furnishings Inc. We are regretful that our business decisions do not
meet with Ms. [redacted]’s approval and can only hope that she is able to resolve
the issue with the seller. 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,Tammie [redacted]Regulatory Complaint Specialist Direct Dial: [redacted]Email: Tammie.[redacted]@searshc.com
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]
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her delivery...
experience. We have reviewed the previous interaction Ms. [redacted] notes as well as her correspondence and all we can say is that Ms. [redacted] would not explain what more she was looking for when she was asked. She had asked for her haul away fee to be refunded, which was done as she noted. When asked what else should be addressed, she would not elaborate for [redacted], she simply said she did not understand her and she would escalate the issue. We can only assume that Ms. [redacted] does not feel that her issue was given enough attention. Although we cannot disclose any disciplinary actions that may have been taken due to Human Resources Regulations, we can assure Ms. [redacted] that her issue was escalated to the District Manager and now it has reached the final level of escalation in our company. We want to note that “haul away” implied just that; hauling the item away. What Ms. [redacted] needed was for her water heater to be drained and un-installed. She did not purchase installation; therefore, that service would not be provided. We apologize if this was not made clear to her and if the level of service she received was not satisfactory. However, as we have noted, her concerns have been forwarded to the appropriate parties and there is no one else left to escalate this matter to. Any further correspondence will be directed to our office and the answer will be the same. Perhaps Ms. [redacted] feels that there should not have been another issue with the delivery since she filed a complaint last year for a different issue with delivery. We strive to improve in our processes every day, but that does not mean that there will not be issues. Ms. [redacted] issue form last year was addressed and she accepted a $50.00 in relation to that matter; therefore, her Revdex.com complaint was closed. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
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]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding the numerous repairs on her refrigerator. Upon receiving [redacted]...
complaint, we have reviewed her service history can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted] and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, [redacted] refrigerator has been deemed as non-repairable and sent to Samsung for their review. [redacted] should be hearing from Samsung, the manufacturer soon with regards to next steps. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his garage door opener. [redacted] Sears Home Services, Support Specialist provided the following response: [redacted] notes in his rebuttal that a bracket was not replaced during last week’s service call. The technician was contacted and informed me that the bracket is actually part of the garage door, not the opener. Additionally, this part will need to be replaced by a Garage Door Service provider. If [redacted] has any other questions he can reach me at [redacted]. Since we have noted our response to [redacted] rebuttal and have referred him to a garage door company for resolution, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [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]
Complaint: 10974392
I am rejecting this response because: are purchase was through sears website therefore sears is responsible for their vendors, and yes we did receive another shipment and it was wrong as well. please have sears corporate contact me at [redacted] so we can get this resolved quickly
Sincerely,
Floyd [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]
Complaint: [redacted]
I am rejecting this response because: THE SERVICE PERSON CAME ON 12/16/15 LATE IN THE AFTERNOON, EARLY MORINING 12/17/18, SEARS CALLED TO KNOW IF THE MACHINE IS WORKING PROPERLY. MY WIFE TOLD THEM THAT SHE WILL TRY THE MACHINE WHEN SHE HAVE A LOAD OF CLOTHES TO WASH, WHICH SHE DID LATER IN THE DAY AND THE MACHINE HAVE THE SAME PROBLEM, WHICH I AM GOING TO CALL [redacted] (SEARS) NOW AT [redacted] AND LET HER KNOW. PLEASE KEEP THIS CASE OPENTHANKS
Sincerely,
[redacted]
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed our investigation of [redacted] complaint regarding his dissatisfaction with his...
dishwasher repair. First, we would like to apologize to [redacted] for failing his expectations in regard to the repair of his dishwasher. Additionally, we would like to assure [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. We do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager for further review. While we understand that [redacted] is seeking an exchange, he purchased the dishwasher on December 26, 2015, which means he had until January 25, 2016, to return or exchange the unit. Now that the purchase is outside Sears’ 30-day Return Policy timeframe, [redacted] would need to allow us to try to repair the unit. On March 25, 2016, the technician returned to [redacted] home to install a new pump motor. Once the new part was installed, the dishwasher was tested and found to be operating properly. Again, we sincerely regret any inconvenience [redacted] may have experienced due to the delay in repairing his dishwasher. Member Advocate [redacted] attempted to follow-up with [redacted] on the repair; however, [redacted] was not home. If [redacted] has any remaining concerns with the dishwasher, he is welcome to call [redacted]. In the interim, since we have completed the repair to [redacted] dishwasher, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 10, 2016 Revdex.com [redacted] 330 North Wabash Ave., Ste. 2006 Chicago, IL 60611 Our File No: [redacted] Complaint ID: [redacted] Via: Revdex.com Website *
[redacted] Thank you for contacting Sears Home Improvement Product (SHIP) regarding your inquiry...
concerning the above-referenced file. This letter serves as a follow up to my attempts to reach [redacted] on 3/01/2016, 3/02/2016, 3/03/2016, and 3/08/2016. Per her request, SHIP has cancelled the contract. On behalf of SHIP please know that we do value her as a customer and apologize for any frustrations or inconveniences she may have experienced SHIP cannot refund the full amount of [redacted] initial payment. That decision is based on the following information. She missed the cancellation deadline. She had the opportunity to cancel the contract without any penalty or obligation within three business days of the signing date of 12/09/2015. The rescission notice states the customer has 3 days to cancel the order and 10 days to cancel for a full refund. She is well past that period. We regret that she has decided not to proceed with her home improvement project. The contract states the work will start approximately 3-4 weeks. This is not a guarantee of a beginning time. Sometimes we start that soon, sometimes we do not. Additionally, [redacted] decided to cancel the contract after SHIP had incurred the costs of the materials. Some of the materials cannot be returned. The total cost incurred before returns is $[redacted] We were able to get back $[redacted] from two (2) vendors. Subtracting the $[redacted] from the cost would bring the balance owed by the customer to $[redacted] which is a difference of $[redacted] from her deposit of $[redacted]. All we can refund her at this time is $[redacted] That would be done as a credit to the account used to finance the initial payment unless that has been paid in full. Enclosed is a copy of our cancellation and returns policy, as well as a copy of the letter explaining the reason we kept the amount for the costs. We appreciate the opportunity to address [redacted] concern. Thank you for your time, effort and patience, and effort during the investigation process. If you have any questions or concerns, please contact me at [redacted] extension [redacted] or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist cc: [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