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]
[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 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with...
our customer service and the cancellation of her kmart.com layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed a layaway order for pick up at her local Kmart store. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that Ms. [redacted] has been refunded for the down payment of $10.00 she placed on each order and referred to her local store for assistance in accurately determining which items were in stock and/or creating a new layaway. At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments. 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 [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
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]
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]
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 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
Complaint: [redacted]
I am rejecting this response because:To whom this may concern,I have received the $50 check today. I was not told a ONE TIME $50 reimbursement. I was told a $20 every week from the day the washer quit working up to the day it is fixed. My washer quit working January 23rd and did not get fixed until March 21st. I am very sure Sears has records of how many times I called because the washer was not fixed and they have to send another technician and I have to miss work again. I just don't understand why I need to keep on fighting this. I lost money for the missed work days, my water and sewer bills doubled because of the washer and I still have to fight about my laundry reimbursement. I just hope Sears would be fair and give me the rest of the money promised.
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
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]
February 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Donald Ray [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction...
with an item he purchased from a Marketplace seller hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. This is stated whenever a Marketplace item is selected, it is noted throughout the ordering process, and on the order confirmation. Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case Mr. [redacted] has not yet become familiar with it: Marketplace Items Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. If your order contains an item that is NOT sold by Sears or Kmart, this item cannot be returned or exchanged at your local Sears or Kmart store. Your merchant’s profile, which contains their specific return policy, is available via the product page. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that both Sears and Kmart do not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. Our records indicate that Mr. [redacted] was assisted by sears.com associates and during their investigation he was offered an electronic return label for return shipping. Additionally, he was provided with a partial refund of $291.38. Although there are times that a seller’s policy requires shipping or restocking fees to be deducted from a return, we are uncertain as to whether this is the reason Mr. [redacted] was provided with a partial refund. Therefore, on February 19, 2016, the difference of $87.50 was credited to his MasterCard ending in 3039. While we empathize with Mr. [redacted]’s situation, Sears does not own or have access to his Sears Master Card account. Nor do we have any jurisdiction over the payment terms of his account. As such, Mr. [redacted] will need to contact his credit provider directly regarding any concerns about his credit account. At this time, we can only apologize for any inconvenience Mr. [redacted] may have experienced. Since a full refund has been provided, we have documented Mr. [redacted]’s concerns and closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] Ext. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
Sears Home Services and repairs to his refrigerator. After reviewing Mr. [redacted] complaint, the service records were reviewed and our office provided his desired resolution. That said, our office has processed a refund in the amount of $301.20, which we expect to post to Mr. [redacted] card within the next 3-5 business days. Since we have provided Mr. [redacted] with his desired resolution, we ask 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[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]
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]
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
Complaint: [redacted]
I am rejecting this response because:I want my complaint to go on record publicly with the Revdex.com so others are warned of Sears' ways and wrongdoings. I am beside myself and shocked at how Sears won't take responsibility for their mistakes and feel as though it's okay to keep mechanics on staff who can't tell the difference between a gas and hybrid car. Damaged was caused to my vehicle resulting in a costly part my car didn't need at the time. I was promised the heat would be fixed as a result and it wasn't. I paid for the damage an inexperienced Sears mechanic caused my car. I don't understand at all how Sears thinks this is okay!! I hope the Revdex.com allows my complaint to be posted publicly. I would hate for this to happen to anyone els.
Sincerely,
[redacted]
January 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Alicja [redacted] - # 10997482 Dear Ms. [redacted], We have not completed the investigation of Ms. [redacted]’s complaint regarding her refrigerator repair. Ms. [redacted] was contacted after receiving her rebuttal and is currently scheduled to have a technician install a filter on January 7, 2015. The filter was ordered yesterday and unless the shipping of the part is delayed, the service should be completed as scheduled. However, due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repair will resolve the issues with Ms. [redacted]’s refrigerator, but we ask that this case remain open, pending the completion of Ms. [redacted]’s repair. Thank you for your patience. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
December 8, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: 10974392 – Floyd [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s complaint
regarding his recent online order and his non-receipt of the full order.As...
clarification, our online
website hosts other retailers through our Sears Marketplace program. The goal
of our marketplace is to provide items that might not be available through our
own online channels, so that our consumers have more options online. We offer
our own merchandise as well as choices available from third-party vendors. For
any consumer that would like to restrict their purchases to Sears items or
services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item search. It should be noted that even
when a customer accepts assistance by telephone, our system informs our online
agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by Sears. Marketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policies. Sears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.With that said, our records
indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor,
not Sears Holdings Corporation. In Mr. [redacted]’s case, the order was fulfilled by BulkBuyWholesale
located at 22512 Avenida Empressa, RSM CA 92688, with an email address of: [email protected] and telephone number [redacted]. We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site.
For Mr. [redacted]’s records, we have included our disclaimer below:Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such
as banner advertisements, pop-up texts, and links to third party sites. We are
not responsible for the content of such advertisements or links, or for any
products, services or other materials relating to such advertisements, any
linked site, or any link contained in a linked site. The display of any advertisement
or link does not imply endorsement by us of the advertisement or linked site or
any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO
ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED
USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS,
SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED
THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party
merchants, such as items sold by Sears Marketplace sellers, are subject to the
third party merchant's individual returns and cancellations policies. If you
are purchasing an item from a third party merchant, please see the third party
merchant's page for details.After researching Mr. [redacted]’s
online order notes we found that the Seller shipped the missing item to his
address in Lewistown, PA. We confirmed that the item was delivered on December
4, 2015, via USPS. Additionally, the Seller informed Mr. [redacted] that there was no
need to return the incorrect item back to them. Therefore, he may either keep
the incorrect item or dispose of it to his discretion. In closure, since it is
our understanding that this resolution met with Mr. [redacted]’s approval, 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, Eligia [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
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]
[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 22, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with...
our customer service and the cancellation of her kmart.com layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed a layaway order for pick up at her local Kmart store. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that Ms. [redacted] has been refunded for the down payment of $10.00 she placed on each order and referred to her local store for assistance in accurately determining which items were in stock and/or creating a new layaway. At this time, we can only reiterate that we truly regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments. 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 [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
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]
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]
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 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
Complaint: [redacted]
I am rejecting this response because:To whom this may concern,I have received the $50 check today. I was not told a ONE TIME $50 reimbursement. I was told a $20 every week from the day the washer quit working up to the day it is fixed. My washer quit working January 23rd and did not get fixed until March 21st. I am very sure Sears has records of how many times I called because the washer was not fixed and they have to send another technician and I have to miss work again. I just don't understand why I need to keep on fighting this. I lost money for the missed work days, my water and sewer bills doubled because of the washer and I still have to fight about my laundry reimbursement. I just hope Sears would be fair and give me the rest of the money promised.
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
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]
February 19, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Donald Ray [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction...
with an item he purchased from a Marketplace seller hosted by the sears.com website. As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like another well-known online retailer, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. With that having been said, any other retailers that might be showcased in our Marketplace have their own promotions, return policies, and shipping charges. This is stated whenever a Marketplace item is selected, it is noted throughout the ordering process, and on the order confirmation. Our policy regarding Marketplace orders is clearly posted on our website and we have copied it below in case Mr. [redacted] has not yet become familiar with it: Marketplace Items Sears.com and Kmart.com both partner with marketplace merchants who sell items on our website. If your order contains an item that is NOT sold by Sears or Kmart, this item cannot be returned or exchanged at your local Sears or Kmart store. Your merchant’s profile, which contains their specific return policy, is available via the product page. Return policies may vary for products sold and fulfilled by third-party merchants other than Sears and Kmart. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant. Please note that both Sears and Kmart do not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final. Our records indicate that Mr. [redacted] was assisted by sears.com associates and during their investigation he was offered an electronic return label for return shipping. Additionally, he was provided with a partial refund of $291.38. Although there are times that a seller’s policy requires shipping or restocking fees to be deducted from a return, we are uncertain as to whether this is the reason Mr. [redacted] was provided with a partial refund. Therefore, on February 19, 2016, the difference of $87.50 was credited to his MasterCard ending in 3039. While we empathize with Mr. [redacted]’s situation, Sears does not own or have access to his Sears Master Card account. Nor do we have any jurisdiction over the payment terms of his account. As such, Mr. [redacted] will need to contact his credit provider directly regarding any concerns about his credit account. At this time, we can only apologize for any inconvenience Mr. [redacted] may have experienced. Since a full refund has been provided, we have documented Mr. [redacted]’s concerns and closed our file regarding this matter. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] Ext. [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding...
Sears Home Services and repairs to his refrigerator. After reviewing Mr. [redacted] complaint, the service records were reviewed and our office provided his desired resolution. That said, our office has processed a refund in the amount of $301.20, which we expect to post to Mr. [redacted] card within the next 3-5 business days. Since we have provided Mr. [redacted] with his desired resolution, we ask 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, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[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]
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]
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
Complaint: [redacted]
I am rejecting this response because:I want my complaint to go on record publicly with the Revdex.com so others are warned of Sears' ways and wrongdoings. I am beside myself and shocked at how Sears won't take responsibility for their mistakes and feel as though it's okay to keep mechanics on staff who can't tell the difference between a gas and hybrid car. Damaged was caused to my vehicle resulting in a costly part my car didn't need at the time. I was promised the heat would be fixed as a result and it wasn't. I paid for the damage an inexperienced Sears mechanic caused my car. I don't understand at all how Sears thinks this is okay!! I hope the Revdex.com allows my complaint to be posted publicly. I would hate for this to happen to anyone els.
Sincerely,
[redacted]
January 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Alicja [redacted] - # 10997482 Dear Ms. [redacted], We have not completed the investigation of Ms. [redacted]’s complaint regarding her refrigerator repair. Ms. [redacted] was contacted after receiving her rebuttal and is currently scheduled to have a technician install a filter on January 7, 2015. The filter was ordered yesterday and unless the shipping of the part is delayed, the service should be completed as scheduled. However, due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. We are confident that the repair will resolve the issues with Ms. [redacted]’s refrigerator, but we ask that this case remain open, pending the completion of Ms. [redacted]’s repair. Thank you for your patience. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
see below
December 8, 2015Nita [redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: 10974392 – Floyd [redacted]Dear Ms. [redacted],We have completed the investigation of Mr. [redacted]’s complaint
regarding his recent online order and his non-receipt of the full order.As...
clarification, our online
website hosts other retailers through our Sears Marketplace program. The goal
of our marketplace is to provide items that might not be available through our
own online channels, so that our consumers have more options online. We offer
our own merchandise as well as choices available from third-party vendors. For
any consumer that would like to restrict their purchases to Sears items or
services specifically, there is a tab that may be used to select only Sears
items or to narrow the results returned from an item search. It should be noted that even
when a customer accepts assistance by telephone, our system informs our online
agents when a customer has chosen a marketplace item and prompts them to
explain that their order will not be provided by Sears. Marketplace retailers
that have chosen to showcase on our website have their own promotions, shipping
charges, and refund, return and cancellation policies. Sears does not have any
jurisdiction over the seller’s pricing, fees or policies, but does periodically
review customer feedback for each seller to determine whether they meet our
standards and will be allowed to continue to advertise on our website.With that said, our records
indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor,
not Sears Holdings Corporation. In Mr. [redacted]’s case, the order was fulfilled by BulkBuyWholesale
located at 22512 Avenida Empressa, RSM CA 92688, with an email address of: [email protected] and telephone number [redacted]. We have a very comprehensive disclaimer on
our website that sets forth the terms and conditions of ordering from our site.
For Mr. [redacted]’s records, we have included our disclaimer below:Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such
as banner advertisements, pop-up texts, and links to third party sites. We are
not responsible for the content of such advertisements or links, or for any
products, services or other materials relating to such advertisements, any
linked site, or any link contained in a linked site. The display of any advertisement
or link does not imply endorsement by us of the advertisement or linked site or
any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO
ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED
USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS,
SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED
THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE.Returns and CancellationsProducts fulfilled by third party
merchants, such as items sold by Sears Marketplace sellers, are subject to the
third party merchant's individual returns and cancellations policies. If you
are purchasing an item from a third party merchant, please see the third party
merchant's page for details.After researching Mr. [redacted]’s
online order notes we found that the Seller shipped the missing item to his
address in Lewistown, PA. We confirmed that the item was delivered on December
4, 2015, via USPS. Additionally, the Seller informed Mr. [redacted] that there was no
need to return the incorrect item back to them. Therefore, he may either keep
the incorrect item or dispose of it to his discretion. In closure, since it is
our understanding that this resolution met with Mr. [redacted]’s approval, 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, Eligia [redacted]Regulatory Complaint SpecialistSears Holdings Corporation