February 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Wen ** Dear Ms. [redacted], We have completed the investigation of Mr. **’s complaint regarding his recent online order for store pick up...
that had to be canceled and his request for store credit. It is unfortunate if we have failed Mr. **’s expectations and we can understand his frustration with the series of events detailed in his complaint. After forwarding this matter to the Sears Shop Your Way Rewards team, they were able to issue $20.00 back to Mr. **’s SYWR account. This credit was completed as a one-time courtesy exception. Should Mr. ** have any questions regarding this matter, he may contact [redacted]. In the interim, since we have provided an equitable resolution by honoring his request, we 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 28, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction that the service on his television was not completed...
in a timely manner. It is unfortunate that we failed to meet [redacted]’s expectations when we recently scheduled a television repair. We value [redacted]’s patronage and can understand his frustration when the repair of her television took longer than he expected. We would like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause an appointment to be rescheduled, in [redacted]’s case our technician called in sick on the initial service date, there was also a parts delay issue, and another rescheduled appointment due to inclement weather. At this time, [redacted] television has been repaired and it appears to be working to specifications. With that being said, since we have addressed the issue brought forth in [redacted]’s complaint, 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 Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 8, 2014/12/30) */
Contact Name and Title:
Contact Phone: [redacted]
December 30, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have...
completed the investigation of [redacted] complaint regarding the refund for her online order that was not delivered.
We apologized to[redacted] for the delay in the refund process and that we failed to meet her expectations. We researched the order and confirmed that the headboard was never delivered and that the refund had not been processed. On December 22, 2014, a credit was process in the amount of $180.62 to [redacted] card ending in [redacted]. The credit should post to [redacted] account within 3 - 5 business days. With that being said, since we have provided the resolution that was requested, we respectfully request this case be closed.
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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
January 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience...
and non-receipt of a refund. 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 Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by Apparel Save located at [redacted] with a telephone number of ([redacted] and email: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [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. While the Apparel Save refused to return the merchandise based on their return policy, Sears offered to process a return as a onetime courtesy exception. Accordingly, a refund of $65.98 was processed on January 12, 2016. Ms. [redacted] credit should post to her account within 3 to 5 business days. In closure, since a refund has been provided, 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
Complaint: [redacted]
No where is this information published. It was not on the receipt or posted in the store, the only thing that is published for customers to read is a Hugh sign that states "SATISFACTION GAURANTEED"
I am rejecting this response because:
Sincerely,
[redacted]
December 9, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10981981–Bryce
[redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint
regarding a TV he wanted to purchase....
We want
to first of all apologize for the manner in which Mr. [redacted] call was
handled. However, the TV he mentioned was sold on the Outlet portion of our
website. Items on this set are unique in that they are either floor model,
previously used, or refurbished and that is why the price is greatly reduced. Items
on this portion of the site are sold on a first come, first serve basis. If Mr.
[redacted] did not place his order online and secure the item while it was available,
then we are not responsible for replacing it with another item. It is not available
at Mr. [redacted] local store any longer so another consumer must have placed their
order to secure it. As a courtesy, we are willing to discount the price of another
TV purchased from our site by 10%. If Mr. [redacted] wishes to accept, he may email
the new order to my address number and the discount will be applied. We 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 Sears Holdings Corporation [redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because [redacted] has been contacted twice since the previous message was posted and he never answered or responded to the voicemails left for him. This is another instance where Sears doesn't care about their customers. I spent time and money going from the Sears location I was told by Sears.com to return he treadmill to only to arrive there and be told they don't accept returns. Sears customer service (phone) then said I needed to return it to a different store, which was 50 miles away. I did this only to be told it had to go back to the store that told me they didn't accept returns! The people on the phone then said yes it needs to go back to the original store. Sears clearly has no idea how to run a business, their staff is on completely different pages, and they make excuses at every turn. Sears owes me money for sending me all over the countryside for a return that should have been straightforward.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Joshua [redacted] #10985177 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’ complaint regarding his order for Craftsman TriGrips Non-Slip Work Supports. On...
November 30, 2015, Mr. [redacted] purchased a set of Craftsman TriGrips Non-Slip Work Supports via order # [redacted] for $5.37. The order was electronically sent to store #1664, our store in Paramus New Jersey. Inventory levels were incorrect and the store was unable to find the item. That said, since the store has been unable to secure the item, we have processed a $20.00 Sears electronic gift card that will be emailed the email address Mr. [redacted] provided to www.sears.com. It is important to note that there are times when emails from www.sears.com are parsed to a junk/spam email box, due to this we ask that Mr. [redacted] check his junk/spam mailbox. Typically a consumer can expect to receive an electronic gift card within 48 hours of processing. If the Craftsman TriGrips Non-Slip Work Supports are found at the store, they will contact Mr. [redacted]. Since we have noted our response to Mr. [redacted]’ complaint, we respectfully request that this complaint be 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
March 16, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal regarding damage to his range. As noted in our initial correspondence, Sears referred [redacted] damage claim to our third-party claims administrator [redacted]. We also noted that [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. At this time, we have to refer [redacted] to [redacted]. That said, we respectfully request 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]
November 5, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have
completed our investigation [redacted] complaint regarding the charges for a
recent dishwasher...
repair.First,
we would like to apologize to [redacted] for failing his expectations in regard
to his recent dishwasher repair. We would
like to assure [redacted] that we appreciate his valuable feedback, as we do
not take these matters lightly. Upon
researching [redacted]’s concerns, we found that he was charged to have the
pump unclogged, which the $59.99 diagnostic fee does not encompass. The aforementioned fee only provides for a
diagnosis; any service provided in addition to the diagnosis incurs a charge
and this is explained at the time service is scheduled. The $156.00 charge for the pump cleaning is
correct, but the technician should have honored the 20% discount. Therefore, we have processed a credit to [redacted] account in the amount of $31.20, which should post within
the next five to seven days. Furthermore, we would
like to clarify that labor charges are based upon job codes, not hourly rates,
which is standard in the repair industry.
With that said, since we have explained why [redacted] was charged more
than the $59.99 he was originally quoted and processed the discount he was
originally denied, we ask that this matter be closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
February 8, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. [redacted]Chicago, IL 60611 Re: #10985665 – Colleen [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the attempted repair of her...
refrigerator and her request for a refund because she felt the technician did not perform his job. Our records indicate that we had already noted on Ms. [redacted]’s account to cease further billing as of December 21, 2015. If she receives any further correspondence related to this debt dated after that day, then she is welcome to contact me via email at [redacted]@searshc.com or via phone at [redacted], so that we can provide further assistance. We would also note that we do not report our collection proceedings to any of the three major credit bureaus so any collection activity would not have had any impact to her credit report. At this time, since we have already provided Ms. [redacted] with her requested resolution, we have closed our file. 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]@searshc.com
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding the denial of covered service on his washer.
We have reviewed...
[redacted] service history and our records show that it was our determination that the washer has been used to wash large horse blankets as the unit is located in a horse barn. Because the washer is being used in a capacity that it is not meant for, this voids the protection agreement and thus the washer is no longer covered under any type of extended agreement. We would like to note that [redacted] has been verbally abusive to our technician and our offices will not be going to his home in the future. That being said, our offices have submitted paperwork to have [redacted] refunded the prorated cost of his protection agreement that has since been cancelled due to misuse. 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]
Regulatory Complaints Specialist
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I wish the sales person would have told us that the [redacted] Refrigerator was not a [redacted] but another Manufacture. if we would have known that we would have purchased a well known brand. To me this is not a good or fair sales practice.
Sincerely,
[redacted]
March 15, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding damage to his range. Sears has referred [redacted] damage...
claim to our third-party claims administrator [redacted] for further review. Once [redacted] opened the claim, [redacted], it was assigned to Claims Examiner [redacted] for handling. [redacted] can be reached at [redacted] during normal business hours or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. Their decision is immutable. Since we have provided [redacted] with the information needed to follow up on his claim, we respectfully request 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: despite all of Sears' doubletalk in their response, the bottom line is that the item I mentioned was advertised at the price of $99.99. They should honor that price despite all of their wording, they never acknowledge that I was offered that price. Sears just said "if" I was offered that price - there is no "if". I was offered that price. I sent you the link which proved this. The least Sears could do is acknowledge the price I was given was wrong and not a matter of "if" as they propose. I am not an it nor do I have a cloudy judgement nor did I make up the $99.99 price. They should just have said they were wrong instead of even a hint of "if" I saw that price and now in addition treating me as an it as "if" I don't know what I read. They just want to hide behind their wording despite the price I WAS ACTUALLY OFFERED ! I will not withdraw my complaint although I am certain they will never sell me this item at $99.99, they will just hide behind their policy doubletalk.
Sincerely,
[redacted]
October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
** [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item.
Upon receipt of [redacted] complaint we reached out to [redacted], Store Manager for Kmart Store [redacted] to assist with [redacted] concern. [redacted] stated that when [redacted] returned to the store she claimed that the television was not wanted anymore, and requested a refund. As clarification, it is standard procedure to inspect the returned merchandise and compare the serial number on the unit to the serial number listed on the box. Our sales associate discovered that the serial numbers did not match and declined [redacted] request for a refund. We instructed [redacted] to return within our 30-day return period with the television that was sold in the box with the matching serial number and we would issue a refund.
As for [redacted] claim that the product was repackaged, [redacted] also confirmed that the store does not sell previously opened boxes at full price. Therefore, the box was sealed when sold. With that being said, Ms. Russell's request for a refund has been denied. Since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to Ms. Russell and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Sears is on file for cancelling 8 appts for various reasons. (4 Cancels: Trucks out of service) (2 No Shows No Calls) (1 Cancels en-route and never show)(1 Cancel- you are too far away) ALL SEARS CANCELLATIONS!!!!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was told by Jodi [redacted] that I could choose a different washer if I wished. I expressed to her that the washer & dryer are stacked and were bought together. She stated to me that if I decided on a different manufacturer/model, Sears would also replace the dryer and any difference in price would either be my responsibility or my account would be credited, depending on the cost. I am not sure if I will get a replacement washer of the same model or elect to replace both units. I need to do some further research on the matter, as well as go to the store and see what my options are. I appreciate the prompt response to resolve this issue however, what was sent to you from Melissa [redacted] did not accurately represent the conversation I had with Jodi [redacted].
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: If pump motor had water in it due to seal failure then it was bad not maybe, could be, not sure.. if pump motor was bad why was money paid for pump motor refunded... [redacted] said tech informed her it was not pump motor it was board.. There was no mention that it might be both.. So if pump motor was bad why reinstall after replacing board? If it's bad it's bad No I did not feel confident in tech after him telling us problem was one thing then another.. Nor did I like water being left in tub after he left for us to drain out... Nor did I like the fact we had to go back to laundromat to wash clothes that should have been washed at home.. Due to the added expense and time we incurred doing our wash at laundromat at no fault to us .. I feel we should not be charged for so called service....
Sincerely,
[redacted]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding his SYWR...
membership. As clarification, [redacted] has violated both the Terms of Service for SYWR membership and the SYW Max program. [redacted] signed up for a program called Shop Your Way Max, which allows you to pay a flat fee for expedited shipping, but this program specifically excludes commercial purchases or re-selling to third parties. The terms note: “The annual program is not available for purchases from other websites (unless otherwise designated in writing by Company), for corporate accounts or for customers who purchase products for business or institutional use or for customers who are resellers (customer who purchase and resell the items purchased to a third party.”However, [redacted] sends his purchases to other parties each time. Furthermore, [redacted] has multiple SYWR accounts setup under different email addresses despite the fact that the terms of the SYWR program note: “you are entitled to only one Member Number and one Points account. If you have more than one account we may, in our discretion, combine your accounts into one Points account. We also reserve the right to close accounts at any time in our discretion.” We also want to point out that the Terms of Use for our website note: “To properly serve all customers, Sears reserves the right to limit quantities of orders to only one (1) of any such item(s) purchased. Commercial use of the Sears site is expressly prohibited. Sears reserves the right to cancel any orders that it determines in its sole discretion are made for commercial resale purposes.” As illustrated above, we were within our rights to suspend any of [redacted] accounts, and have done so and yet it appears that he continues to open more and is still placing orders that are in violation of the terms and conditions of our website and both of our membership programs. While we value [redacted] patronage, we ask that he particularly bears the terms and conditions of the SYWR and SYW Max programs in mind when making future purchases. Our IT department will be monitoring the situation closely and should [redacted] continue to violate the aforementioned terms, we will have no choice, but to start billing him for shipping that might not have been charged and for any points usage that is used towards the purchase of merchandise that has been resold. At this time we are willing to forgo the collection of all the previous shipping charges that he owes us and any points used that would not have applied, since points cannot be resold, but we are unwilling to continue allowing him to blatantly misuse the program to the egregious levels he has done so to date. In closing, since we have explained why his accounts were suspended, and we were well within our rights to do this, 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 [redacted]
[redacted]
February 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Wen ** Dear Ms. [redacted], We have completed the investigation of Mr. **’s complaint regarding his recent online order for store pick up...
that had to be canceled and his request for store credit. It is unfortunate if we have failed Mr. **’s expectations and we can understand his frustration with the series of events detailed in his complaint. After forwarding this matter to the Sears Shop Your Way Rewards team, they were able to issue $20.00 back to Mr. **’s SYWR account. This credit was completed as a one-time courtesy exception. Should Mr. ** have any questions regarding this matter, he may contact [redacted]. In the interim, since we have provided an equitable resolution by honoring his request, we 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 28, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction that the service on his television was not completed...
in a timely manner. It is unfortunate that we failed to meet [redacted]’s expectations when we recently scheduled a television repair. We value [redacted]’s patronage and can understand his frustration when the repair of her television took longer than he expected. We would like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause an appointment to be rescheduled, in [redacted]’s case our technician called in sick on the initial service date, there was also a parts delay issue, and another rescheduled appointment due to inclement weather. At this time, [redacted] television has been repaired and it appears to be working to specifications. With that being said, since we have addressed the issue brought forth in [redacted]’s complaint, 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 Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 8, 2014/12/30) */
Contact Name and Title:
Contact Phone: [redacted]
December 30, 2014
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have...
completed the investigation of [redacted] complaint regarding the refund for her online order that was not delivered.
We apologized to[redacted] for the delay in the refund process and that we failed to meet her expectations. We researched the order and confirmed that the headboard was never delivered and that the refund had not been processed. On December 22, 2014, a credit was process in the amount of $180.62 to [redacted] card ending in [redacted]. The credit should post to [redacted] account within 3 - 5 business days. With that being said, since we have provided the resolution that was requested, we respectfully request this case be closed.
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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
January 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order experience...
and non-receipt of a refund. 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 Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms. [redacted] case, the order was fulfilled by Apparel Save located at [redacted] with a telephone number of ([redacted] and email: [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [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. While the Apparel Save refused to return the merchandise based on their return policy, Sears offered to process a return as a onetime courtesy exception. Accordingly, a refund of $65.98 was processed on January 12, 2016. Ms. [redacted] credit should post to her account within 3 to 5 business days. In closure, since a refund has been provided, 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
Complaint: [redacted]
No where is this information published. It was not on the receipt or posted in the store, the only thing that is published for customers to read is a Hugh sign that states "SATISFACTION GAURANTEED"
I am rejecting this response because:
Sincerely,
[redacted]
December 9, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10981981–Bryce
[redacted] Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted] complaint
regarding a TV he wanted to purchase....
We want
to first of all apologize for the manner in which Mr. [redacted] call was
handled. However, the TV he mentioned was sold on the Outlet portion of our
website. Items on this set are unique in that they are either floor model,
previously used, or refurbished and that is why the price is greatly reduced. Items
on this portion of the site are sold on a first come, first serve basis. If Mr.
[redacted] did not place his order online and secure the item while it was available,
then we are not responsible for replacing it with another item. It is not available
at Mr. [redacted] local store any longer so another consumer must have placed their
order to secure it. As a courtesy, we are willing to discount the price of another
TV purchased from our site by 10%. If Mr. [redacted] wishes to accept, he may email
the new order to my address number and the discount will be applied. We 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 Sears Holdings Corporation [redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because [redacted] has been contacted twice since the previous message was posted and he never answered or responded to the voicemails left for him. This is another instance where Sears doesn't care about their customers. I spent time and money going from the Sears location I was told by Sears.com to return he treadmill to only to arrive there and be told they don't accept returns. Sears customer service (phone) then said I needed to return it to a different store, which was 50 miles away. I did this only to be told it had to go back to the store that told me they didn't accept returns! The people on the phone then said yes it needs to go back to the original store. Sears clearly has no idea how to run a business, their staff is on completely different pages, and they make excuses at every turn. Sears owes me money for sending me all over the countryside for a return that should have been straightforward.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Joshua [redacted] #10985177 Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’ complaint regarding his order for Craftsman TriGrips Non-Slip Work Supports. On...
November 30, 2015, Mr. [redacted] purchased a set of Craftsman TriGrips Non-Slip Work Supports via order # [redacted] for $5.37. The order was electronically sent to store #1664, our store in Paramus New Jersey. Inventory levels were incorrect and the store was unable to find the item. That said, since the store has been unable to secure the item, we have processed a $20.00 Sears electronic gift card that will be emailed the email address Mr. [redacted] provided to www.sears.com. It is important to note that there are times when emails from www.sears.com are parsed to a junk/spam email box, due to this we ask that Mr. [redacted] check his junk/spam mailbox. Typically a consumer can expect to receive an electronic gift card within 48 hours of processing. If the Craftsman TriGrips Non-Slip Work Supports are found at the store, they will contact Mr. [redacted]. Since we have noted our response to Mr. [redacted]’ complaint, we respectfully request that this complaint be 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
March 16, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal regarding damage to his range. As noted in our initial correspondence, Sears referred [redacted] damage claim to our third-party claims administrator [redacted]. We also noted that [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. At this time, we have to refer [redacted] to [redacted]. That said, we respectfully request 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]
November 5, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611[redacted] [redacted]Dear [redacted]We have
completed our investigation [redacted] complaint regarding the charges for a
recent dishwasher...
repair.First,
we would like to apologize to [redacted] for failing his expectations in regard
to his recent dishwasher repair. We would
like to assure [redacted] that we appreciate his valuable feedback, as we do
not take these matters lightly. Upon
researching [redacted]’s concerns, we found that he was charged to have the
pump unclogged, which the $59.99 diagnostic fee does not encompass. The aforementioned fee only provides for a
diagnosis; any service provided in addition to the diagnosis incurs a charge
and this is explained at the time service is scheduled. The $156.00 charge for the pump cleaning is
correct, but the technician should have honored the 20% discount. Therefore, we have processed a credit to [redacted] account in the amount of $31.20, which should post within
the next five to seven days. Furthermore, we would
like to clarify that labor charges are based upon job codes, not hourly rates,
which is standard in the repair industry.
With that said, since we have explained why [redacted] was charged more
than the $59.99 he was originally quoted and processed the discount he was
originally denied, we ask that this matter be closed.Again,
we apologize to [redacted] and we appreciate the opportunity to address this
matter. Sincerely,[redacted]Regulatory Complaints
Specialist
February 8, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. [redacted]Chicago, IL 60611 Re: #10985665 – Colleen [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the attempted repair of her...
refrigerator and her request for a refund because she felt the technician did not perform his job. Our records indicate that we had already noted on Ms. [redacted]’s account to cease further billing as of December 21, 2015. If she receives any further correspondence related to this debt dated after that day, then she is welcome to contact me via email at [redacted]@searshc.com or via phone at [redacted], so that we can provide further assistance. We would also note that we do not report our collection proceedings to any of the three major credit bureaus so any collection activity would not have had any impact to her credit report. At this time, since we have already provided Ms. [redacted] with her requested resolution, we have closed our file. 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]@searshc.com
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding the denial of covered service on his washer.
We have reviewed...
[redacted] service history and our records show that it was our determination that the washer has been used to wash large horse blankets as the unit is located in a horse barn. Because the washer is being used in a capacity that it is not meant for, this voids the protection agreement and thus the washer is no longer covered under any type of extended agreement. We would like to note that [redacted] has been verbally abusive to our technician and our offices will not be going to his home in the future. That being said, our offices have submitted paperwork to have [redacted] refunded the prorated cost of his protection agreement that has since been cancelled due to misuse. 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]
Regulatory Complaints Specialist
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I wish the sales person would have told us that the [redacted] Refrigerator was not a [redacted] but another Manufacture. if we would have known that we would have purchased a well known brand. To me this is not a good or fair sales practice.
Sincerely,
[redacted]
March 15, 2016 [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding damage to his range. Sears has referred [redacted] damage...
claim to our third-party claims administrator [redacted] for further review. Once [redacted] opened the claim, [redacted], it was assigned to Claims Examiner [redacted] for handling. [redacted] can be reached at [redacted] during normal business hours or via email at [redacted] For clarification, [redacted] has been entrusted by Sears to represent our interest in assessing all liability claims; Sears has empowered them to accept or deny a consumer’s claim. Regardless of whether the decision they will render will be favorable or not, we are unable to obtrude upon [redacted]’s actions. Their decision is immutable. Since we have provided [redacted] with the information needed to follow up on his claim, we respectfully request 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]
t nor do I have a cloudy judgement nor did I make up the $99.99 price. They should just have said they were wrong instead of even a hint of "if" I saw that price and now in addition treating me as an i
t as "if" I don't know what I read. They just want to hide behind their wording despite the price I WAS ACTUALLY OFFERED ! I will not withdraw my complaint although I am certain they will never sell me this item at $99.99, they will just hide behind their policy doubletalk.
I am rejecting this response because: despite all of Sears' doubletalk in their response, the bottom line is that the item I mentioned was advertised at the price of $99.99. They should honor that price despite all of their wording, they never acknowledge that I was offered that price. Sears just said "if" I was offered that price - there is no "if". I was offered that price. I sent you the link which proved this. The least Sears could do is acknowledge the price I was given was wrong and not a matter of "if" as they propose. I am not an i
Sincerely,
[redacted]
October 27, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
** [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her allegation that she was sold a damaged and wrong television model; and the problems she encountered when she attempted to return the item.
Upon receipt of [redacted] complaint we reached out to [redacted], Store Manager for Kmart Store [redacted] to assist with [redacted] concern. [redacted] stated that when [redacted] returned to the store she claimed that the television was not wanted anymore, and requested a refund. As clarification, it is standard procedure to inspect the returned merchandise and compare the serial number on the unit to the serial number listed on the box. Our sales associate discovered that the serial numbers did not match and declined [redacted] request for a refund. We instructed [redacted] to return within our 30-day return period with the television that was sold in the box with the matching serial number and we would issue a refund.
As for [redacted] claim that the product was repackaged, [redacted] also confirmed that the store does not sell previously opened boxes at full price. Therefore, the box was sealed when sold. With that being said, Ms. Russell's request for a refund has been denied. Since we have addressed the issue brought forth in [redacted] complaint, we have closed our file.
Again, we apologize to Ms. Russell and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Sears is on file for cancelling 8 appts for various reasons. (4 Cancels: Trucks out of service) (2 No Shows No Calls) (1 Cancels en-route and never show)(1 Cancel- you are too far away) ALL SEARS CANCELLATIONS!!!!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was told by Jodi [redacted] that I could choose a different washer if I wished. I expressed to her that the washer & dryer are stacked and were bought together. She stated to me that if I decided on a different manufacturer/model, Sears would also replace the dryer and any difference in price would either be my responsibility or my account would be credited, depending on the cost. I am not sure if I will get a replacement washer of the same model or elect to replace both units. I need to do some further research on the matter, as well as go to the store and see what my options are. I appreciate the prompt response to resolve this issue however, what was sent to you from Melissa [redacted] did not accurately represent the conversation I had with Jodi [redacted].
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: If pump motor had water in it due to seal failure then it was bad not maybe, could be, not sure.. if pump motor was bad why was money paid for pump motor refunded... [redacted] said tech informed her it was not pump motor it was board.. There was no mention that it might be both.. So if pump motor was bad why reinstall after replacing board? If it's bad it's bad No I did not feel confident in tech after him telling us problem was one thing then another.. Nor did I like water being left in tub after he left for us to drain out... Nor did I like the fact we had to go back to laundromat to wash clothes that should have been washed at home.. Due to the added expense and time we incurred doing our wash at laundromat at no fault to us .. I feel we should not be charged for so called service....
Sincerely,
[redacted]
April 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted]
We have completed the investigation of [redacted] complaint regarding his SYWR...
membership. As clarification, [redacted] has violated both the Terms of Service for SYWR membership and the SYW Max program. [redacted] signed up for a program called Shop Your Way Max, which allows you to pay a flat fee for expedited shipping, but this program specifically excludes commercial purchases or re-selling to third parties. The terms note: “The annual program is not available for purchases from other websites (unless otherwise designated in writing by Company), for corporate accounts or for customers who purchase products for business or institutional use or for customers who are resellers (customer who purchase and resell the items purchased to a third party.”However, [redacted] sends his purchases to other parties each time. Furthermore, [redacted] has multiple SYWR accounts setup under different email addresses despite the fact that the terms of the SYWR program note: “you are entitled to only one Member Number and one Points account. If you have more than one account we may, in our discretion, combine your accounts into one Points account. We also reserve the right to close accounts at any time in our discretion.” We also want to point out that the Terms of Use for our website note: “To properly serve all customers, Sears reserves the right to limit quantities of orders to only one (1) of any such item(s) purchased. Commercial use of the Sears site is expressly prohibited. Sears reserves the right to cancel any orders that it determines in its sole discretion are made for commercial resale purposes.” As illustrated above, we were within our rights to suspend any of [redacted] accounts, and have done so and yet it appears that he continues to open more and is still placing orders that are in violation of the terms and conditions of our website and both of our membership programs. While we value [redacted] patronage, we ask that he particularly bears the terms and conditions of the SYWR and SYW Max programs in mind when making future purchases. Our IT department will be monitoring the situation closely and should [redacted] continue to violate the aforementioned terms, we will have no choice, but to start billing him for shipping that might not have been charged and for any points usage that is used towards the purchase of merchandise that has been resold. At this time we are willing to forgo the collection of all the previous shipping charges that he owes us and any points used that would not have applied, since points cannot be resold, but we are unwilling to continue allowing him to blatantly misuse the program to the egregious levels he has done so to date. In closing, since we have explained why his accounts were suspended, and we were well within our rights to do this, 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 [redacted]
[redacted]