December 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted]Dear Ms[redacted]We have completed the investigation of Ms. [redacted] complaint regarding the purchase of her tires that do not hold air.Upon receiving Ms....
[redacted] complaint, we escalated her concerns to [redacted] District Service Manager. Mr. [redacted] called Ms. [redacted] and apologized for her tires and offered to replace her tires to which she accepted. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request this complaint be closed.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
November 16, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.Upon receiving [redacted]...
[redacted] complaint, we escalated her concerns to [redacted]i, Auto Center Manager of Unit# [redacted] who states the following:[redacted] did not bring the car in but rather [redacted]. [redacted] did not ask us to look at the car to determine where his strange noise was coming from or to evaluate anything. Although I did not wait on [redacted], I was present on the sales floor when he came in. [redacted] stated that he wanted 2 tires for the front, 2 complete struts for the front, and a front end alignment. Again, he did not request that we evaluate his vehicle for any noises. These repairs came to approximately $1,000.00 which he authorized. Upon inspection we found that the vehicle had hit something as the front bumper was very loose as was the license plate and the plastic undercarriage had missing push pins so that was also loose. It was determined that in order to install the struts and perform the alignment, he would have to also replace the control arm and sway bar links in the front. [redacted] [redacted] was notified and he authorized these repairs which brought the total to approximately $1,600.00. A week later[redacted] returned stating he was hearing a noise. We therefore looked at his and the only thing that might be causing this would be a ball joint. [redacted] authorized this repair to be done for approximately $200.00. A week later, [redacted] called stating she was hearing a strange whistling noise but it was intermittent. We invited her in so we could look at vehicle. The vehicle was taken on a test drive however we could not pin point her noise. There were noises coming from the loose front bumper and plastic shield that was also loose. The only whistling noise we could locate was when turning rear wheels there was a squeak that was intermittent. We therefore suggested that we do a complete brake evaluation so we could see if it was indeed a caliper making the noise and I would work with her once we knew what the issue was. [redacted] did not want us to remove her rear tires or do an evaluation at that time. She stated to me she wanted to think about it first and would get back to me. At this time, I have not heard back from [redacted]. The total for repairs on this vehicle came to $1,800.00, not $2,500.00 as she stated. All repairs were authorized by [redacted] [redacted]. As a brake evaluation has still not been authorized for us to do, we do not know what, if anything she needs. We have not done anything wrong and are always willing to work with our customers. That being said, because we have addressed [redacted]’ complaint, we respectfully request this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
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]
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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have completed our investigation of [redacted] request for information regarding his refrigerator. It is our...
understanding that [redacted] had two questions that he was unable to get answered by Sears Customer Care. We apologize for any inconvenience [redacted] had but the information that he was requesting is not easily accessible to our customer care department. We were able to obtain the information from the manufacture. [redacted]’s first question: “Does the water filter come in a box inside the refrigerator or is it installed at the factory?” Answer: The filter is pre-installed at the factory. We understand [redacted] is concerned about the age of the filter and this will be determined by the serial number of his refrigerator which since we have not serviced his refrigerator we do not have. The second question [redacted] has; “Is the water that comes from the water dispenser chilled?” Answer: No, The water being dispensed will be both room temperature and possibly a little cooler. The water dispenser tubing runs on the exterior of the refrigerated section thus first glass will be more room temp. Subsequent ones will be slightly colder, and then back to room temp if several glasses are requested. Since we have addressed and answered [redacted]’s questions as requested we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 6, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the delay in receiving his refund for the...
cancelled online order. Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed Mr. [redacted] order and our records indicate that the online order was set for a store pick-up. Since the store is the point of sale, it will handle any shipment, cancellation or refund of the order. On December 19, 2015 Mr. [redacted] contacted our online customer service regarding the refund and we submitted a research with the store. Since we did not receive a response from the store, our online research team processed a manual refund on December 29, 2015. Mr. [redacted] was issued a credit of $175.72 to his credit card ending in [redacted] Additionally, we hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon. We respectfully ask that this matter be closed, since the requested resolution has been provided. Again, 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]
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]
December 4, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: # 10939977 –
Lenore [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding service her service
experience.Upon receipt of...
Ms.
[redacted]’s complaint, we found that she had been in contact with Ms. Nancy Robinson
in our escalated complaint department. The store manager, Mr. Chris [redacted] arranged
for a Janome HD3000 Heavy Duty Mechanical Sewing Machine to be purchased on her
behalf and Delivered to Ms. [redacted]’s home on November 9th 2015.
If Ms. [redacted]’s is still in need of assistance she can contact Ms. Nancy
Robinson directly at 1-888-266-4043 ext. 31 or the store manager, Chris [redacted]
directly at [redacted]. Since it is our understanding that the resolution
provided was acceptable to Ms. [redacted] we have closed our case.We apologize to Ms.
[redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com
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]
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]
January 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] rebuttal complaint regarding the previous response provided. [redacted], Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We have sent Ms. [redacted] the difference on a money order and gave her points to her Shop Your Way Reward account for the inconvenience. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Finally, we ask that Ms. [redacted] contact our store directly at [redacted] should she have any further questions or if she does not receive the difference by January 22, 2016. We have noted Ms. [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the final refund. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s rebuttal regarding the repair of her freezer.We have received Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with being rescheduled for service but we are unable to grant her request for compensation. The fact remains that Ms. [redacted] cancelled her repair and is also not covered under any type of protection agreement and therefore is not entitled to receive any monies for food loss. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]’s case we do apologize that we failed her expectations, but we are unable to provide any type of compensation and our decision is final. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted].[redacted]@searshc.com
January 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her range. First, we would like to...
apologize to Ms. [redacted] for failing her expectations in regard to her recently purchased range. Our records show that Ms. [redacted] was assisted by our Executive Member Service (EMS) group on January 6, 2016; EMS agent [redacted] processed an in-warranty exchange for Ms. [redacted] under sales check [redacted]. The new range is currently scheduled for delivery on January 15, 2016. With that said, since Ms. [redacted] is being provided with her requested resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal regarding the gift
card that was offered to her. Our records indicate that on
October 22, 2015, [redacted] processed a $65.00 gift card that was to be
mailed and not emailed to [redacted]. I improperly noted in my closure letter
that the gift card was emailed and I do apologize for the inconvenience. [redacted] advised that it can take up to 14
days for an gift card to be received when mailed. [redacted] can be reached by
calling [redacted] Again, I do apologize for noting that the gift card was
emailed. That said we ask that this complaint be closed pending further contact. We apologize to [redacted] and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order and request for...
a full refund. We would first like to apologize for any inconvenience [redacted] experienced with her order and delivery delay. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order, we found that a refund of $21.39 had been issued on March 9, 2016, under return receipt number [redacted]. The remaining balance of $560.67 was issued on March 15, 2016, under return receipt number [redacted] Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a refund has been provided, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 8, 2015/04/01) */
April 1, 2015
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
refrigerator.
We have spoken with [redacted] in regard to his refrigerator. Since it was determined that the unit was unable to be repaired, a comparable unit was provided in fulfillment of his manufacturer's warranty. The new refrigerator was delivered on March 19, 2015. We sincerely apologize for any inconvenience [redacted] may have experienced as a result of this issue and we want assure him that we appreciate his patronage. It is our hope that the new refrigerator will provide long lasting satisfaction for [redacted]. At this time, since it appears that the issue has been resolved, we respectfully ask that this matter remain 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.
Sincerely,
[redacted]
[redacted]
[redacted]
December 15,
2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: #10964446– Edgar [redacted] Dear Ms.
[redacted]:We have
completed the investigation of Mr. [redacted] rebuttal. We have reviewed
both our response and Mr. [redacted] rebuttal, and we do not find that he has
brought any new information to his complaint. Again, according to our records, the page for the item in question clearly
said that the laptop Mr. [redacted] purchased had a ninety day warranty. We have
no records on file to corroborate his claim that he was told differently.
Regardless, it is the consumer’s responsibility to examine the specifics of an
item including the warranty terms prior to purchase. Unfortunately,
we are not always able to arrive at a resolution that would meet with a
consumer’s complete satisfaction, since we do not find that all requests are
reasonable and therefore within our power to grant. Since we are unable to provide
further assistance, we respectfully ask that this matter remain closed. We appreciate
the opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Tammie [redacted]Regulatory
Complaint Specialist Sears Holdings
Corporation [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 the repair of his dishwasher.
Upon receiving [redacted]...
[redacted] complaint, we escalated his concerns to [redacted] Territory Member Advocate Supervisor who contacted [redacted] regarding the $75.00 charges. After speaking with [redacted], it was agreed that the $75.00 would be refunded to [redacted] per his request. The refund will be received within 7-10 business days. 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]
Regulatory Complaints Specialist
[redacted]
[redacted]
January 5, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the problems she encountered when she...
attempted to return the pedestals that she purchased online. According to our records, on October 26, 2015 Ms. [redacted] purchased 2 pedestals, items [redacted] on online order [redacted]. The pedestals were delivered on October 28, 2015. The order notes indicate that Ms. [redacted] contacted our online department on November 30, 2015 to report that the pedestals did not fit. Unfortunately, Ms. [redacted] request was denied because the 30 day return period had expired. Our records further indicate that on November 30, 2015 Ms. [redacted] placed an additional online order, [redacted], for 2 pedestals; however, the item numbers were [redacted] the order was delivered December 9, 2015. Ms. [redacted] continued to call both our online department and our delivery customer service requesting to return the first order but was advised more than once that the return was over the 30 day period. Upon further research, on December 17, 2015 online order [redacted] was noted as cancelled and Ms. [redacted] was issued a full credit for the original order. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 10974392
I am rejecting this response because:SEARS needs to take responsibility for any vendor they have selling on their sit or stand behind the customer for issues. this is bad business practice by sears. as of today we have 2 wrong items and still do NOT have the correct one!!!!!!!!!!!! This should be SEARS issue to resolve
Sincerely,
Floyd [redacted]
December 10, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted]Dear Ms[redacted]We have completed the investigation of Ms. [redacted] complaint regarding the purchase of her tires that do not hold air.Upon receiving Ms....
[redacted] complaint, we escalated her concerns to [redacted] District Service Manager. Mr. [redacted] called Ms. [redacted] and apologized for her tires and offered to replace her tires to which she accepted. That being said, because we have provided Ms. [redacted] with her requested resolution, we respectfully request this complaint be closed.We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
November 16, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted]We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.Upon receiving [redacted]...
[redacted] complaint, we escalated her concerns to [redacted]i, Auto Center Manager of Unit# [redacted] who states the following:[redacted] did not bring the car in but rather [redacted]. [redacted] did not ask us to look at the car to determine where his strange noise was coming from or to evaluate anything. Although I did not wait on [redacted], I was present on the sales floor when he came in. [redacted] stated that he wanted 2 tires for the front, 2 complete struts for the front, and a front end alignment. Again, he did not request that we evaluate his vehicle for any noises. These repairs came to approximately $1,000.00 which he authorized. Upon inspection we found that the vehicle had hit something as the front bumper was very loose as was the license plate and the plastic undercarriage had missing push pins so that was also loose. It was determined that in order to install the struts and perform the alignment, he would have to also replace the control arm and sway bar links in the front. [redacted] [redacted] was notified and he authorized these repairs which brought the total to approximately $1,600.00. A week later[redacted] returned stating he was hearing a noise. We therefore looked at his and the only thing that might be causing this would be a ball joint. [redacted] authorized this repair to be done for approximately $200.00. A week later, [redacted] called stating she was hearing a strange whistling noise but it was intermittent. We invited her in so we could look at vehicle. The vehicle was taken on a test drive however we could not pin point her noise. There were noises coming from the loose front bumper and plastic shield that was also loose. The only whistling noise we could locate was when turning rear wheels there was a squeak that was intermittent. We therefore suggested that we do a complete brake evaluation so we could see if it was indeed a caliper making the noise and I would work with her once we knew what the issue was. [redacted] did not want us to remove her rear tires or do an evaluation at that time. She stated to me she wanted to think about it first and would get back to me. At this time, I have not heard back from [redacted]. The total for repairs on this vehicle came to $1,800.00, not $2,500.00 as she stated. All repairs were authorized by [redacted] [redacted]. As a brake evaluation has still not been authorized for us to do, we do not know what, if anything she needs. We have not done anything wrong and are always willing to work with our customers. That being said, because we have addressed [redacted]’ complaint, we respectfully request this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]
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]
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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have completed our investigation of [redacted] request for information regarding his refrigerator. It is our...
understanding that [redacted] had two questions that he was unable to get answered by Sears Customer Care. We apologize for any inconvenience [redacted] had but the information that he was requesting is not easily accessible to our customer care department. We were able to obtain the information from the manufacture. [redacted]’s first question: “Does the water filter come in a box inside the refrigerator or is it installed at the factory?” Answer: The filter is pre-installed at the factory. We understand [redacted] is concerned about the age of the filter and this will be determined by the serial number of his refrigerator which since we have not serviced his refrigerator we do not have. The second question [redacted] has; “Is the water that comes from the water dispenser chilled?” Answer: No, The water being dispensed will be both room temperature and possibly a little cooler. The water dispenser tubing runs on the exterior of the refrigerated section thus first glass will be more room temp. Subsequent ones will be slightly colder, and then back to room temp if several glasses are requested. Since we have addressed and answered [redacted]’s questions as requested we have closed our case. We apologize to [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 6, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the delay in receiving his refund for the...
cancelled online order. Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed Mr. [redacted] order and our records indicate that the online order was set for a store pick-up. Since the store is the point of sale, it will handle any shipment, cancellation or refund of the order. On December 19, 2015 Mr. [redacted] contacted our online customer service regarding the refund and we submitted a research with the store. Since we did not receive a response from the store, our online research team processed a manual refund on December 29, 2015. Mr. [redacted] was issued a credit of $175.72 to his credit card ending in [redacted] Additionally, we hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built their reputation upon. We respectfully ask that this matter be closed, since the requested resolution has been provided. Again, 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]
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]
December 4, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: # 10939977 –
Lenore [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Ms. [redacted]’s complaint regarding service her service
experience.Upon receipt of...
Ms.
[redacted]’s complaint, we found that she had been in contact with Ms. Nancy Robinson
in our escalated complaint department. The store manager, Mr. Chris [redacted] arranged
for a Janome HD3000 Heavy Duty Mechanical Sewing Machine to be purchased on her
behalf and Delivered to Ms. [redacted]’s home on November 9th 2015.
If Ms. [redacted]’s is still in need of assistance she can contact Ms. Nancy
Robinson directly at 1-888-266-4043 ext. 31 or the store manager, Chris [redacted]
directly at [redacted]. Since it is our understanding that the resolution
provided was acceptable to Ms. [redacted] we have closed our case.We apologize to Ms.
[redacted] on behalf of Sears Holdings Corporation and we appreciate the
opportunity to address this matter. Please
feel free to contact me if you have any further questions or concerns.Sincerely,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted]
directVanessa.L.[redacted]@searshc.com
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]
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]
January 4, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] rebuttal complaint regarding the previous response provided. [redacted], Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We have sent Ms. [redacted] the difference on a money order and gave her points to her Shop Your Way Reward account for the inconvenience. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. Finally, we ask that Ms. [redacted] contact our store directly at [redacted] should she have any further questions or if she does not receive the difference by January 22, 2016. We have noted Ms. [redacted] concerns and respectfully ask to have this matter closed, pending her receipt of the final refund. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 9, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s rebuttal regarding the repair of her freezer.We have received Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with being rescheduled for service but we are unable to grant her request for compensation. The fact remains that Ms. [redacted] cancelled her repair and is also not covered under any type of protection agreement and therefore is not entitled to receive any monies for food loss. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms. [redacted]’s case we do apologize that we failed her expectations, but we are unable to provide any type of compensation and our decision is final. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted].[redacted]@searshc.com
January 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her range. First, we would like to...
apologize to Ms. [redacted] for failing her expectations in regard to her recently purchased range. Our records show that Ms. [redacted] was assisted by our Executive Member Service (EMS) group on January 6, 2016; EMS agent [redacted] processed an in-warranty exchange for Ms. [redacted] under sales check [redacted]. The new range is currently scheduled for delivery on January 15, 2016. With that said, since Ms. [redacted] is being provided with her requested resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted]RevDex.com330 North Wabash Ave,
Ste. #2006Chicago, IL 60611[redacted] Dear [redacted] We have completed the investigation of [redacted] rebuttal regarding the gift
card that was offered to her. Our records indicate that on
October 22, 2015, [redacted] processed a $65.00 gift card that was to be
mailed and not emailed to [redacted]. I improperly noted in my closure letter
that the gift card was emailed and I do apologize for the inconvenience. [redacted] advised that it can take up to 14
days for an gift card to be received when mailed. [redacted] can be reached by
calling [redacted] Again, I do apologize for noting that the gift card was
emailed. That said we ask that this complaint be closed pending further contact. We apologize to [redacted] and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,[redacted]
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding her recent online order and request for...
a full refund. We would first like to apologize for any inconvenience [redacted] experienced with her order and delivery delay. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in her order, we found that a refund of $21.39 had been issued on March 9, 2016, under return receipt number [redacted]. The remaining balance of $560.67 was issued on March 15, 2016, under return receipt number [redacted] Additionally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since a refund has been provided, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 8, 2015/04/01) */
April 1, 2015
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding his...
refrigerator.
We have spoken with [redacted] in regard to his refrigerator. Since it was determined that the unit was unable to be repaired, a comparable unit was provided in fulfillment of his manufacturer's warranty. The new refrigerator was delivered on March 19, 2015. We sincerely apologize for any inconvenience [redacted] may have experienced as a result of this issue and we want assure him that we appreciate his patronage. It is our hope that the new refrigerator will provide long lasting satisfaction for [redacted]. At this time, since it appears that the issue has been resolved, we respectfully ask that this matter remain 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.
Sincerely,
[redacted]
[redacted]
[redacted]
December 15,
2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: #10964446– Edgar [redacted] Dear Ms.
[redacted]:We have
completed the investigation of Mr. [redacted] rebuttal. We have reviewed
both our response and Mr. [redacted] rebuttal, and we do not find that he has
brought any new information to his complaint. Again, according to our records, the page for the item in question clearly
said that the laptop Mr. [redacted] purchased had a ninety day warranty. We have
no records on file to corroborate his claim that he was told differently.
Regardless, it is the consumer’s responsibility to examine the specifics of an
item including the warranty terms prior to purchase. Unfortunately,
we are not always able to arrive at a resolution that would meet with a
consumer’s complete satisfaction, since we do not find that all requests are
reasonable and therefore within our power to grant. Since we are unable to provide
further assistance, we respectfully ask that this matter remain closed. We appreciate
the opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,Tammie [redacted]Regulatory
Complaint Specialist Sears Holdings
Corporation [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 the repair of his dishwasher.
Upon receiving [redacted]...
[redacted] complaint, we escalated his concerns to [redacted] Territory Member Advocate Supervisor who contacted [redacted] regarding the $75.00 charges. After speaking with [redacted], it was agreed that the $75.00 would be refunded to [redacted] per his request. The refund will be received within 7-10 business days. 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]
Regulatory Complaints Specialist
[redacted]
[redacted]
January 5, 2016
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the problems she encountered when she...
attempted to return the pedestals that she purchased online. According to our records, on October 26, 2015 Ms. [redacted] purchased 2 pedestals, items [redacted] on online order [redacted]. The pedestals were delivered on October 28, 2015. The order notes indicate that Ms. [redacted] contacted our online department on November 30, 2015 to report that the pedestals did not fit. Unfortunately, Ms. [redacted] request was denied because the 30 day return period had expired. Our records further indicate that on November 30, 2015 Ms. [redacted] placed an additional online order, [redacted], for 2 pedestals; however, the item numbers were [redacted] the order was delivered December 9, 2015. Ms. [redacted] continued to call both our online department and our delivery customer service requesting to return the first order but was advised more than once that the return was over the 30 day period. Upon further research, on December 17, 2015 online order [redacted] was noted as cancelled and Ms. [redacted] was issued a full credit for the original order. With that being said, since we have addressed the issue brought forth in Ms. [redacted] complaint, we have closed our file. Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 10974392
I am rejecting this response because:SEARS needs to take responsibility for any vendor they have selling on their sit or stand behind the customer for issues. this is bad business practice by sears. as of today we have 2 wrong items and still do NOT have the correct one!!!!!!!!!!!! This should be SEARS issue to resolve
Sincerely,
Floyd [redacted]