Complaint: 10886203
I am rejecting this response because: I told Sears that I was returning the oven when they offered me the 200 dollar refund. So I did not say I was exchanging it. Sears repeatedly has lied to me throughout this process.I paid cash for the installation and therefore have no receipt and Sears did not say I would need this receipt.the charge reflects two men having to remove my refrigerator door (which Sears refused to do) in order to move the oven into the kitchen and then removing the door again to remove the oven from my kitchen.again, I was forced to take 4 days off of work because Sears measures the oven wrong. The first day was to wait for delivery and installation by Sears (which they wouldn't do b/c of he refrigerator door issue. The second day was for the handymen to install the oven. The third day was to wait for pick up of the oven (Sears never came) and the fourth day was the second time Searswas scheduled to pick up the oven. They came an hour outside of the scheduled window.I have to say that the repeated lies by Sears is making me think of going to small claims court.
Sincerely,
Suzanne [redacted]
December 7, 2015 [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL
60611[redacted] [redacted]
[redacted]We have been unable to complete
the investigation of [redacted] complaint.
Although [redacted] provided her name and address in the...
complaint, we
could not locate the service information for the appliance in question. In
order to investigate this matter thoroughly, we ask that [redacted] provide the
repair address and telephone number used to schedule the repair, so we can
locate her service call in our system. We would appreciate it if [redacted] would
respond to this correspondence with the requested information. In the interim,
we ask to have this matter closed, pending a response from [redacted].We apologize to [redacted]
for this issue and would appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
Complaint: [redacted]
Why was the bracket not replaced when they were out to service it then.
I am rejecting this response because:
Sincerely,
[redacted]
February 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and request...
to receive the same item ordered for the same price originally paid. 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 Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] with an email address of [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and 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. In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As such, a refund of $368.04 has been credited to Mr. [redacted] account on January 28, 2016. As this decision is in accordance to our posted terms and conditions, 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
March 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a [redacted]...
agreement. Each step of the [redacted] process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to [redacted]. Option 3: buy it out for $XXX.” [redacted] has confirmed that [redacted] was also provided with a copy of this agreement via email. We want to make it clear that [redacted] is a separate entity and [redacted] agreement is with them. We cannot interfere; she will need to contact [redacted] with any further questions regarding her lease. That said, we have verified what the selling price for the queen sized version of what she purchased was and we have asked [redacted] to see if it is possible to refund the difference in cost, which would be $[redacted]. They are looking into the matter now and [redacted] should receive an email communication regarding the refund within 5 business days. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation
May 24, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]:
We have completed the investigation o[redacted] rebuttal regarding his allegation that damage was done to his home by his washer.
We have received [redacted]’s rebuttal and need to refer him to [redacted], our third-party claims adjuster with his concerns. 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. [redacted] should 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. Because we have referred [redacted] to [redacted] for assistance with his claim, 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]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.Upon receiving [redacted]...
complaint, we escalated his concerns to [redacted], Auto Center Manager for Unit# [redacted]. [redacted] contacted [redacted] and discussed his complaint and it was agreed that as a customer courtesy, he would be refunded the cost of the alignment to which he accepted. That being said, because we have provided [redacted] with his requested resolution, 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 her dryer. [redacted], Sears Home...
Services Technical Manager provided the following response: Both [redacted] washer and dryer were serviced on February 25, 2016. Per the technicians notes both units were tested and were found to be operating as expected. Moving forward if I can be of any assistance to [redacted], she can reach me at [redacted] Since we have noted our response to [redacted] complaint, 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]
November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her inability to cancel an order once she placed...
it.We would like to clarify that our website indicates that
once an order is placed it might not be possible to cancel it depending upon
the type of order. This is because many of our systems are automated and once
the order enters that automated process, it is not possible to stop it. In [redacted] case, when the order was placed it placed a hold against the
funds and then when it shipped the charge actually posted. Unfortunately, she
then had to wait for it to be delivered before it could be returned and
refunded. We would also note that even if she could have cancelled the order,
she did not seem to realize that a refund credit would not have posted instantaneously
and can sometimes the credit card issuer can take up to 5 business days to post
a refund; so either way [redacted] would have most likely owed a bank fee
if she overdrew her account. In the end, once it was delivered a refund was
processed, so this issue should now be resolved for her; 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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Michael R H[redacted] Dear [redacted] We have not fully completed our investigation Mr. H[redacted] complaint regarding his riding lawn mower. We have been...
unable to locate a profile or purchase of a riding tractor for Mr. H[redacted] with the phone number and address provided in his complaint. We will be happy to assist with his complaint but will need Mr. H[redacted] to provide either a receipt of purchase of the Craftsman tractor from Sears or the phone number and address used at time of purchase. Since we are needing additional information from Mr. H[redacted] to be able to address his concerns wed have closed this case pending his response. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
Good afternoon,The requested information is below:[redacted] I would also like to add when I called after the scheduled window I was told that the service technician was still scheduled to arrive and would call. This occurred at roughly 5:05pm with the service window being from 1-5. When I called back around 5:30 I was told our service had been marked as complete. The woman said she would contact dispatch and have them get back to me after they spoke with the technician. No one ever returned my calls.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Yes, the part that was originally ordered was the incorrect part and the correct part was ordered and installed on Monday, April 11, 2016, the freezer still isn't freezing completely. It is now making ice but not completely freezing items as it should. Additionally, the reason why I agreed to wait until the part came in is because I refuse to pay more money for another refrigerator or choose another refrigerator that is beneath the quality of the one I currently have. Nor will I go out and purchase a small refrigerator until the current one was fixed. I've already spent thousands of dollars at Sears between the washer, refrigerator and mattress that were all purchased with 3 days.I've been purchasing items from Sears for over 30yrs and this experience that I've had has completely changed my opinion about Sears and how it values it's customers.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I do not accept this response. When this unit was returned to the Sears retail location I was told that the refund could be issued to any form of tender I wished. I was also given an addition $27.06 back on my refund for the inconvenience associated with my purchase. At this point in time, all I request is that I be given back the $27.06 on my [redacted] that I was given for the trouble associated with my order prior to Sears recharging my credit card without my authorization. At this point I have spent countless hours dealing with this issue, I have had to drive back and forth to multiple Sears locations, I have had to load and unload a freezer, but these are not my biggest complaints. My main complaint is that me and my wife were expecting a baby when I was dealing with the executive team. I informed them that I had been refunded twice, they were not even aware of it. I informed them that I authorized my [redacted] to be recharged but not my [redacted]. I was then informed that they would be recharging my [redacted]. I emailed and indicated that this was not acceptable as it would over withdraw my bank account. Despite this no type of alternative solution was offered by Sears. My daughter was born on 02/09/16 and I had a negative balance in my bank account. I did not even have the money to take her to her first pediatrician appointment. Sears managed to take what should have been a day of happiness for me and turn it in to a week of unnecessary stress. I explained to my case worker that I had a baby due as well as the details outlined above. In addition to this I requested to speak to the manager of my case worker on 02/08/16. I was told that they would contact me on 02/12/16. I never received a call from a manager and continued to follow up and then was finally told on 02/19/16 that the case had been assigned to a Revdex.com worker. To summarize, I am requesting for the $27.06 that was given to me for my inconvenience to be put back on to my [redacted].
Sincerely,
[redacted]
like I have mentioned many times before there was no return label in the box. If the manager Jose is telling you he saw a return label in the box then he is liar. I don't understand why everyone working in Sears makes things so difficult, I want to return it in the store. I do not want to go back to Joses store because I do not believe he and his stuff know what they are doing. I also want proof that I returned it when I take it to the store because your company has made so many mistakes I don't want to deal with another one. Until we can get this settle I will not agree to close this matter. It's incredible you people speak of unfair, I have tried to cancel this order and return it since December and you people treat me as if I want to keep the ring and not pay like a criminal. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
January 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order that was not available...
at his local Sears store and his request for a full refund. It is unfortunate that we failed Mr. [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. With that said, we have verified with our Online department that a refund of $32.82 will be issued on a new Gift Card. Mr. [redacted] can expect to receive the gift card in the mail within fourteen business days from January 5, 2016, at the address listed in his online order. If he does not receive the gift card by January 25, 2016, we ask that he notify us so that we may track the gift card. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund gift card. 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
February 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: #11080225 – Michael [redacted] Dear Ms. [redacted]: We have been unable to complete the investigation of Mr. [redacted]’s complaint regarding non-receipt of a...
partial credit for a lawn mower deck he ordered from Sears Parts Direct. Penny Kennedy, Member Support Manager for Sears Parts Direct, has attempted to contact Mr. [redacted] by telephone, but has not been able to speak with him. On February 11, 2016, she left a message with her contact information and asked that Mr. [redacted] call to discuss his issue further; however, he has not yet responded. Until we have an opportunity to discuss this matter with Mr. [redacted], we are unable to work toward a resolution. If Mr. [redacted] still needs assistance with this issue, he may contact Penny Kennedy at (800) 795-5045 within 30 business days from the date of this letter. We ask to have this matter closed in the interim, pending Mr. [redacted]’s response. We apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741
November 12, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted]We have completed the
investigation of [redacted]’ complaint regarding her refrigerator repair.First, we would like to
apologize to [redacted]...
[redacted] for failing her expectations in regard to her
refrigerator repair. Additionally, we forwarded [redacted] complaint to the
District Service Manager for further review, as we do not take these matters
lightly. [redacted] with unit [redacted]
reviewed [redacted] service order and confirmed that she was currently
scheduled for service for November 6, 2015.
On the date of service, the technician consulted with Sears Technical
Assistance Center (STAC) and determined that the unit was not repairable. Accordingly, [redacted] has been authorized
for an in-warranty exchange.
Furthermore, our records show that [redacted] has been provided with a
three-month Repair Protection Agreement (RPA) as a conciliatory gesture that is
in effect until January 16, 2016. With that said, since we have addressed [redacted] concerns and authorized her for a new refrigerator under her
manufacturer’s warranty, we ask that this matter be closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:I should not have to wait 3-5 business days for a refund. I understand it wasn't your fault the package got lost however your customer service department was already able to see in your system that the package had been lost in transition by the time I made contact. I gave the package more than enough to get to me before I contacted the carrier and your customer service department and even after I told your customer service department that the tracking number ups was providing showed the package was dropped off in California rather than maine 2 weeks prior to me even ordering I still had to wait 2 weeks!!! No that's no way to run a business if you can see right in front off you something like that it should be fixed on the spot......
Sincerely,
[redacted]
May 25, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As clarification, Mr. [redacted] MPA specifically notes: “If your sales receipt, Agreement certificate or this Agreement indicates Shop Service, you must bring the Covered Product to a Sears Repair location and pick it up following completion of service. To locate a repair center near you call [redacted]®. In some cases, you will be provided packaging and you must ship the Covered Product to our service location, at our expense, for repair.” Mr. [redacted] was renewing the coverage he has had on his receiver since February 20, 2008 and the conditions have not changed. Our previous offers stand. In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Carry In Service and repairs to his mower. We reiterate that when our small engine repair technician checked on [redacted] lawnmower he found that there was no oil in the engine. The repair to repair the damage to the engine due to no oil is not covered by the warranty. In summary, it is always the consumer’s responsibility to check the engine fluids and make sure that they are at the fill level before operating any type of equipment. Since the engine damage is due to insufficient amount of oil within the engine, we will not be able to repair the mower at no charge. We have provided a copy of the mowers warranty for review. Since we have noted our response to [redacted] complaint, we ask that this complaint remain 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: 10886203
I am rejecting this response because: I told Sears that I was returning the oven when they offered me the 200 dollar refund. So I did not say I was exchanging it. Sears repeatedly has lied to me throughout this process.I paid cash for the installation and therefore have no receipt and Sears did not say I would need this receipt.the charge reflects two men having to remove my refrigerator door (which Sears refused to do) in order to move the oven into the kitchen and then removing the door again to remove the oven from my kitchen.again, I was forced to take 4 days off of work because Sears measures the oven wrong. The first day was to wait for delivery and installation by Sears (which they wouldn't do b/c of he refrigerator door issue. The second day was for the handymen to install the oven. The third day was to wait for pick up of the oven (Sears never came) and the fourth day was the second time Searswas scheduled to pick up the oven. They came an hour outside of the scheduled window.I have to say that the repeated lies by Sears is making me think of going to small claims court.
Sincerely,
Suzanne [redacted]
December 7, 2015 [redacted]Revdex.com330 North Wabash Ave, Ste. #2006Chicago, IL
60611[redacted] [redacted]
[redacted]We have been unable to complete
the investigation of [redacted] complaint.
Although [redacted] provided her name and address in the...
complaint, we
could not locate the service information for the appliance in question. In
order to investigate this matter thoroughly, we ask that [redacted] provide the
repair address and telephone number used to schedule the repair, so we can
locate her service call in our system. We would appreciate it if [redacted] would
respond to this correspondence with the requested information. In the interim,
we ask to have this matter closed, pending a response from [redacted].We apologize to [redacted]
for this issue and would appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
Complaint: [redacted]
Why was the bracket not replaced when they were out to service it then.
I am rejecting this response because:
Sincerely,
[redacted]
February 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order and request...
to receive the same item ordered for the same price originally paid. 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 Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] with an email address of [redacted] and telephone number ([redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and 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. In closure, since Mr. [redacted] made a purchase with a Third Party Marketplace Vendor, we are unable to honor his request. As such, a refund of $368.04 has been credited to Mr. [redacted] account on January 28, 2016. As this decision is in accordance to our posted terms and conditions, 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
March 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a [redacted]...
agreement. Each step of the [redacted] process is explained on our registers. Once the program’s details are shown, and the consumer’s application has been approved, they are asked “do you want to accept this lease offer including all terms and conditions?” They then have to indicate on the touch pad whether they accept or decline. [redacted] accepted the offer. The consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these payments. At no time is this referred to as a layaway program. It is a lease with the option to buy after a certain period of time. This is made clear on the leasing agreement the consumer is provided with. It shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shown. Then, it says: “once your minimum term is complete, you will have paid $xxxx. After your minimum term is complete, then you decide: option 1: continue leasing at same payment. Option 2: return to [redacted]. Option 3: buy it out for $XXX.” [redacted] has confirmed that [redacted] was also provided with a copy of this agreement via email. We want to make it clear that [redacted] is a separate entity and [redacted] agreement is with them. We cannot interfere; she will need to contact [redacted] with any further questions regarding her lease. That said, we have verified what the selling price for the queen sized version of what she purchased was and we have asked [redacted] to see if it is possible to refund the difference in cost, which would be $[redacted]. They are looking into the matter now and [redacted] should receive an email communication regarding the refund within 5 business days. In light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation
May 24, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]:
We have completed the investigation o[redacted] rebuttal regarding his allegation that damage was done to his home by his washer.
We have received [redacted]’s rebuttal and need to refer him to [redacted], our third-party claims adjuster with his concerns. 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. [redacted] should 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. Because we have referred [redacted] to [redacted] for assistance with his claim, 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]
November 12, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto centers.Upon receiving [redacted]...
complaint, we escalated his concerns to [redacted], Auto Center Manager for Unit# [redacted]. [redacted] contacted [redacted] and discussed his complaint and it was agreed that as a customer courtesy, he would be refunded the cost of the alignment to which he accepted. That being said, because we have provided [redacted] with his requested resolution, 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 her dryer. [redacted], Sears Home...
Services Technical Manager provided the following response: Both [redacted] washer and dryer were serviced on February 25, 2016. Per the technicians notes both units were tested and were found to be operating as expected. Moving forward if I can be of any assistance to [redacted], she can reach me at [redacted] Since we have noted our response to [redacted] complaint, 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]
November 23, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her inability to cancel an order once she placed...
it.We would like to clarify that our website indicates that
once an order is placed it might not be possible to cancel it depending upon
the type of order. This is because many of our systems are automated and once
the order enters that automated process, it is not possible to stop it. In [redacted] case, when the order was placed it placed a hold against the
funds and then when it shipped the charge actually posted. Unfortunately, she
then had to wait for it to be delivered before it could be returned and
refunded. We would also note that even if she could have cancelled the order,
she did not seem to realize that a refund credit would not have posted instantaneously
and can sometimes the credit card issuer can take up to 5 business days to post
a refund; so either way [redacted] would have most likely owed a bank fee
if she overdrew her account. In the end, once it was delivered a refund was
processed, so this issue should now be resolved for her; 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]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] Michael R H[redacted] Dear [redacted] We have not fully completed our investigation Mr. H[redacted] complaint regarding his riding lawn mower. We have been...
unable to locate a profile or purchase of a riding tractor for Mr. H[redacted] with the phone number and address provided in his complaint. We will be happy to assist with his complaint but will need Mr. H[redacted] to provide either a receipt of purchase of the Craftsman tractor from Sears or the phone number and address used at time of purchase. Since we are needing additional information from Mr. H[redacted] to be able to address his concerns wed have closed this case pending his response. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
Good afternoon,The requested information is below:[redacted] I would also like to add when I called after the scheduled window I was told that the service technician was still scheduled to arrive and would call. This occurred at roughly 5:05pm with the service window being from 1-5. When I called back around 5:30 I was told our service had been marked as complete. The woman said she would contact dispatch and have them get back to me after they spoke with the technician. No one ever returned my calls.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Yes, the part that was originally ordered was the incorrect part and the correct part was ordered and installed on Monday, April 11, 2016, the freezer still isn't freezing completely. It is now making ice but not completely freezing items as it should. Additionally, the reason why I agreed to wait until the part came in is because I refuse to pay more money for another refrigerator or choose another refrigerator that is beneath the quality of the one I currently have. Nor will I go out and purchase a small refrigerator until the current one was fixed. I've already spent thousands of dollars at Sears between the washer, refrigerator and mattress that were all purchased with 3 days.I've been purchasing items from Sears for over 30yrs and this experience that I've had has completely changed my opinion about Sears and how it values it's customers.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I do not accept this response. When this unit was returned to the Sears retail location I was told that the refund could be issued to any form of tender I wished. I was also given an addition $27.06 back on my refund for the inconvenience associated with my purchase. At this point in time, all I request is that I be given back the $27.06 on my [redacted] that I was given for the trouble associated with my order prior to Sears recharging my credit card without my authorization. At this point I have spent countless hours dealing with this issue, I have had to drive back and forth to multiple Sears locations, I have had to load and unload a freezer, but these are not my biggest complaints. My main complaint is that me and my wife were expecting a baby when I was dealing with the executive team. I informed them that I had been refunded twice, they were not even aware of it. I informed them that I authorized my [redacted] to be recharged but not my [redacted]. I was then informed that they would be recharging my [redacted]. I emailed and indicated that this was not acceptable as it would over withdraw my bank account. Despite this no type of alternative solution was offered by Sears. My daughter was born on 02/09/16 and I had a negative balance in my bank account. I did not even have the money to take her to her first pediatrician appointment. Sears managed to take what should have been a day of happiness for me and turn it in to a week of unnecessary stress. I explained to my case worker that I had a baby due as well as the details outlined above. In addition to this I requested to speak to the manager of my case worker on 02/08/16. I was told that they would contact me on 02/12/16. I never received a call from a manager and continued to follow up and then was finally told on 02/19/16 that the case had been assigned to a Revdex.com worker. To summarize, I am requesting for the $27.06 that was given to me for my inconvenience to be put back on to my [redacted].
Sincerely,
[redacted]
like I have mentioned many times before there was no return label in the box. If the manager Jose is telling you he saw a return label in the box then he is liar. I don't understand why everyone working in Sears makes things so difficult, I want to return it in the store. I do not want to go back to Joses store because I do not believe he and his stuff know what they are doing. I also want proof that I returned it when I take it to the store because your company has made so many mistakes I don't want to deal with another one. Until we can get this settle I will not agree to close this matter. It's incredible you people speak of unfair, I have tried to cancel this order and return it since December and you people treat me as if I want to keep the ring and not pay like a criminal. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
January 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his online order that was not available...
at his local Sears store and his request for a full refund. It is unfortunate that we failed Mr. [redacted] expectations and we can understand his frustration with the series of events detailed in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. With that said, we have verified with our Online department that a refund of $32.82 will be issued on a new Gift Card. Mr. [redacted] can expect to receive the gift card in the mail within fourteen business days from January 5, 2016, at the address listed in his online order. If he does not receive the gift card by January 25, 2016, we ask that he notify us so that we may track the gift card. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with a better example of customer service. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed, pending his receipt of the refund gift card. 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
February 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: #11080225 – Michael [redacted] Dear Ms. [redacted]: We have been unable to complete the investigation of Mr. [redacted]’s complaint regarding non-receipt of a...
partial credit for a lawn mower deck he ordered from Sears Parts Direct. Penny Kennedy, Member Support Manager for Sears Parts Direct, has attempted to contact Mr. [redacted] by telephone, but has not been able to speak with him. On February 11, 2016, she left a message with her contact information and asked that Mr. [redacted] call to discuss his issue further; however, he has not yet responded. Until we have an opportunity to discuss this matter with Mr. [redacted], we are unable to work toward a resolution. If Mr. [redacted] still needs assistance with this issue, he may contact Penny Kennedy at (800) 795-5045 within 30 business days from the date of this letter. We ask to have this matter closed in the interim, pending Mr. [redacted]’s response. We apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] 1-800-762-3049 Ext. 87741
November 12, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted]We have completed the
investigation of [redacted]’ complaint regarding her refrigerator repair.First, we would like to
apologize to [redacted]...
[redacted] for failing her expectations in regard to her
refrigerator repair. Additionally, we forwarded [redacted] complaint to the
District Service Manager for further review, as we do not take these matters
lightly. [redacted] with unit [redacted]
reviewed [redacted] service order and confirmed that she was currently
scheduled for service for November 6, 2015.
On the date of service, the technician consulted with Sears Technical
Assistance Center (STAC) and determined that the unit was not repairable. Accordingly, [redacted] has been authorized
for an in-warranty exchange.
Furthermore, our records show that [redacted] has been provided with a
three-month Repair Protection Agreement (RPA) as a conciliatory gesture that is
in effect until January 16, 2016. With that said, since we have addressed [redacted] concerns and authorized her for a new refrigerator under her
manufacturer’s warranty, we ask that this matter be closed.Again, we apologize to
[redacted] and we appreciate the opportunity to address this matter. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:I should not have to wait 3-5 business days for a refund. I understand it wasn't your fault the package got lost however your customer service department was already able to see in your system that the package had been lost in transition by the time I made contact. I gave the package more than enough to get to me before I contacted the carrier and your customer service department and even after I told your customer service department that the tracking number ups was providing showed the package was dropped off in California rather than maine 2 weeks prior to me even ordering I still had to wait 2 weeks!!! No that's no way to run a business if you can see right in front off you something like that it should be fixed on the spot......
Sincerely,
[redacted]
May 25, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] rebuttal. As clarification, Mr. [redacted] MPA specifically notes: “If your sales receipt, Agreement certificate or this Agreement indicates Shop Service, you must bring the Covered Product to a Sears Repair location and pick it up following completion of service. To locate a repair center near you call [redacted]®. In some cases, you will be provided packaging and you must ship the Covered Product to our service location, at our expense, for repair.” Mr. [redacted] was renewing the coverage he has had on his receiver since February 20, 2008 and the conditions have not changed. Our previous offers stand. In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] rebuttal regarding Sears Carry In Service and repairs to his mower. We reiterate that when our small engine repair technician checked on [redacted] lawnmower he found that there was no oil in the engine. The repair to repair the damage to the engine due to no oil is not covered by the warranty. In summary, it is always the consumer’s responsibility to check the engine fluids and make sure that they are at the fill level before operating any type of equipment. Since the engine damage is due to insufficient amount of oil within the engine, we will not be able to repair the mower at no charge. We have provided a copy of the mowers warranty for review. Since we have noted our response to [redacted] complaint, we ask that this complaint remain 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]