February 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with Sears’...
online process and non-receipt of a refund for her cancelled order. We would first like to apologize for any inconvenience Ms. [redacted] experienced with this order. After researching the notes we found that the order was cancelled and Ms. [redacted] was never charged for the dishwasher. However, Sears Online has offered to honor the same price of the dishwasher in addition to a 10% discount as a gesture of goodwill. If Ms. [redacted] decides to accept this offer then she may reference her original order number [redacted] so that the price adjustment and discount can be applied. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 8, 2015/03/16) */
March 16, 2015
[redacted]
We have completed the investigation of [redacted] complaint regarding her...
dissatisfaction with the [redacted] PU Office Chair she purchased from kmart.com.
We would like to clarify that our return policy clearly states that a refund can be requested within 90 days, 30 days for certain items. This is disclosed on postings in our stores, on our receipts, and on our website so that the purchaser is aware of our policies. As such, our associates were simply adhering to our policies when they advised [redacted] that they would be unable to offer her a refund. Unfortunately, a return is no longer an option available to her after the 90 day period has expired. While we empathize with [redacted] situation, we can only suggest that she pursue any remedies available through the manufacturer if she feels the item she received is defective. Since we have provided a response appropriate to our stated return policies, we have 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.
[redacted]
March 10, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding being rescheduled for repair of her...
dishwasher.
We have received [redacted] complaint and apologize that she was rescheduled for the repair of her dishwasher. Our offices escalated [redacted] concerns to [redacted], Customer Advocate for unit# [redacted]. [redacted] contacted [redacted] and discussed her concerns and agreed to refund her $201. 24 to which she accepted. That being said, because we are in the process of refunding [redacted] for repair services paid, 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]
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving her refund for...
the store cancelled layaway order. Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed the case notes related to layaway refund issue, and discovered [redacted] has been working with [redacted] from our Strategic Member Service team to resolve the refund issue. [redacted] reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concern. [redacted] investigated and found that the refund was not processed due to a system glitch. On March 29, 2016 we issued a credit of $100.00 to [redacted] account ending in [redacted] The credit should post to her account within 3 – 5 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 10886203
I am rejecting this response because: Sears lied to me and I will not be satisfied until they give me the $200 originally promised. This promise was made when they knew I would be returning the oven since a return pick up was scheduled during the same call.
Sincerely,
Suzanne [redacted]
April 18, 2016Revdex.com[redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611Our File No: [redacted]Revdex.com File No: [redacted]Via: Revdex.com Website[redacted]This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with...
[redacted]. On Thursday, our technician visited [redacted] to inspect and repair his water heater. However, it was determined that the issue [redacted] was experiencing was related to the house plumbing hot water line leaking and not the hot water heater. We do apologize if [redacted] had trouble scheduling his service call. At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value [redacted] as a customer and appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]Sincerely,[redacted]SHIP/HI Regulatory Complaint Specialist cc: [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services...
records indicate that repairs to [redacted] refrigerator were completed on April 7, 2016. The notes from the service call note that the technician installed a new compressor, drier assembly and an access valve. One the unit was tested it was found to be operating as expected. Within her complaint [redacted] noted that Sears website states that if you have problems then it is at the customer’s discretion whether or not to have it fixed or replaced. Additionally she states that they are not standing behind what they are publicizing. We feel it is important to clarify that [redacted] refrigerator was covered by [redacted] one year parts and labor warranty, which expired on July 10, 1015. The refrigerator is now only covered by [redacted] sealed system warranty. Sears will abide by the terms of [redacted] warranty and repair the refrigerator as needed. There is no replacement option noted in [redacted] warranty. Since we have noted the aforementioned repairs to [redacted] refrigerator, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
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 the non-receipt of a gift card....
Upon researching Ms. [redacted] concerns, we found that the last time she contacted Sears about the missing gift card was on November 30, 2015. The agent who spoke with Ms. [redacted] researched the gift card and found that it was issued via email on November 18, 2015. After confirming Ms. [redacted] email address and devaluing the first e-gift card, he had another e-gift card issued. If Ms. [redacted] has not received the e-gift card, we will have to devalue it and issue another. However, this time an actual gift card will be mailed via regular mail. If Ms. [redacted] has not received the second $40.00 e-gift card, we ask that she check her Junk Mail folder before contacting us again, as sometimes the e-gift card is directed there. In the event that a third gift card needs to be processed, it will be for the original amount of $40.00. While we empathize with Ms. [redacted], we will not be providing her with a $100.00 gift card, as the $40.00 gift cards have been processed and sent as promised; the issue may be with her email account. With that said, since we have confirmed that another $40.00 gift card has been sent to Ms. [redacted], we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: 11141999
I am rejecting this response because: Sears has told me repeatedly that they were sending a refund. Until I receive the gift cards I do not consider the case closed. Why would it take 12 to 14 business days for a refund to reach me? The minute I have the gift card in my hand the situation will be closed.
Sincerely,
Kathy [redacted]
November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611
[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her dissatisfaction with the preventative maintenance...
check
she received on her refrigerator.It appears that [redacted] may have scheduled her
maintenance check online. Regardless though of whether she did or whether Sears
set the order up, it was not set up correctly so this meant it was not flagged
through our internal process ID so that our routing department was aware in
advance that it was a maintenance check. This meant that a standard repair
technician was sent rather than one of our preventative maintenance
technicians. We are unsure though as to why a receipt could not be provided,
unless the technician’s handheld computer was down or out of paper. While the
receipt would have only noted the charge for a maintenance check, and would not
have included any breakdown as to what that entailed, it would have at least
been a receipt showing the charge to [redacted] account and we apologize
this was not provided. With that said, our records show that our customer
support team offered [redacted] a $65.00 discount as a courtesy and yet we
cannot find documentation to confirm this was ever issued. If [redacted] could
contact me directly with all 16 digits of the [redacted] card ending in [redacted], I could
verify if the refund was processed, and if not, just refund her in full for the
call. She can reach me via email at [redacted] or via phone at [redacted]. In the interim, since we are willing to refund
[redacted] in full as long as we can verify what has or has not been charged or
refunded to her card since she filed, we have closed our file pending her
response.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]Team Manager, Regulatory Complaints[redacted]
March 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the credit application she...
filed online recently. As clarification, the online credit approval process sis setup so that a consumer may use their credit on an immediate purchase if approved. We spoke to [redacted] the administrator of the Sears credit program and they noted that there must have been a system error. They will investigate to see if the cause may be found and eliminate the problem. We apologize for any inconvenience [redacted] may have experienced as a result of this issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. Rice 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]
April 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the delivery of her washer and dryer were not...
completed on the scheduled date. We apologize to [redacted] for delay in the delivery and that we failed to meet her expectations. We reviewed the delivery notes related to [redacted] purchase of the washer and dryer and discovered that on March 5, 2016 the delivery team had arrived at the wrong address. As clarification, when a delivery attempt is made and a customer is not home, the delivery team will report in and provide a description of the house. Our customer service team will also make an attempt to contact our customer via phone to confirm if they are home or not. As [redacted] confirmed, she did receive the voicemail message from delivery customer service when they tried to reach her. When [redacted] returned the call, she was provided the description of the house and she confirmed that it was incorrect. We apologized and offered to reschedule delivery for March 7, 2016, which she declined and requested to speak with a supervisor. [redacted] was transferred to Delivery Escalations and she requested that we cancel the entire order. We offered to contact our delivery team to return that same day instead of cancellation. [redacted] declined the offer and requested that we cancel her entire order. According to our records, [redacted] order was cancelled on March 5, 2016 and we issued a credit of $2,014.50 to her credit card ending in [redacted] We regret that this incident occurred, but we can assure [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 10991462
I am rejecting this response because: I have not spoke to Rodney ..... I still have not received refunds from the items .. This past week ..... Recently .. I have never spoke to a Rodney ....
Sincerely,
Javanna [redacted]r
April 5, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of [redacted] 2nd rebuttal to the response we provided regarding the repair of his tv.
We have received [redacted] 2nd rebuttal, and we again apologize that he is dissatisfied with his tv. As stated before, the tv has been damaged by either [redacted] or someone who has been in [redacted] home and is no longer able to be repaired under its Master Protection Agreement. Once a technician deems a product to be damaged in this way, the Master Protection Agreement becomes null and void and coverage is therefore terminated. While we understand that [redacted] is concerned with the Wifi connection, the fact remains that this unit is no longer covered under a protection agreement and that any repair would be done at [redacted] expense. 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 [redacted] case we do apologize that we failed his expectations, but we are unable to cover the repair of his tv and our decision is final.
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]
December 15, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10977181– Regina
[redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’ rebuttal. Auto Center Manager [redacted] provided the following response: We have reviewed both our response and Ms. [redacted]’ rebuttal,
and we do not find that she has brought any new information to her
complaint. We cannot understand why Ms.
[redacted] has continued to pursue this issue. To reiterate, we told her from the beginning
that the tires she wanted initially were not in stock and that is why she came
to put the deposit down. When we put tires on her vehicle, she had to have
known it would not be the ones she initially wanted, which had to be ordered. As
we noted there was a special on the Road Handler tires, which were in stock.
While they were more expensive, the warranty was for a longer period of time
and you got the fourth tire free if you bought the other three. We offered this
as an alternative so that Ms. [redacted] could get her tires immediately without
waiting and she agreed. In fact, when she indicated that she was not happy with
the price of the tires to our dismay, we allowed her to drive her car on the Road
Handler tires for free until the tires she had first expressed an interest in arrived.
We feel we made every effort to try and resolve this situation amicably. 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. Should Ms. [redacted] wish to discuss the matter further,
I (Shawn) may be reached during normal hours at [redacted]. 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
Complaint: 10958567
I am rejecting this response because: It looks like nobody is responsible for anything in sear. I didn't provide any pictures because I talked to sear representative over phone and received this email Sears.com Order # 956831748 Shopping [email protected] Dec 1 at 4:00 PMToelena[redacted]@yahoo.com Hide Message body Dear Elena,Thank you for shopping at Sears.com!In regards to the order number 956831748( Hercules Contemporary Wall Entertainment unit in cherry finish ) , we are sorry to hear that you have received wrong item.we tried issuing call tag( UPS pick up) but we were unable to do so because the item is more than 150 pounds.You can keep the item or return the item by your own we will process you the complete refund.We also offer you 10% discount on your next purchase.We apologize for the inconvenience caused. http://www.sears.com Thank you, Calistha.Y Sears Member Services 1-800-366-3028
Sincerely,
Elena [redacted]
January 29, 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 the delay in parts for the repair of his...
washing machine. We understand that Mr. [redacted] is upset that one of the parts needed to complete his repair was on back order causing a delay in service. We apologize in the delay in receiving all the parts needed to repair his washer, unfortunately as parts are ordered from the manufacture Sears has no ability to expedite a part order when a part is on backorder. Sears uses manufacture parts whenever possible and at times if a manufacture is out of a part we must wait on the manufacture to provide parts. We do show that all parts have arrived at Mr. [redacted] home and service is scheduled for February 2, 2016. We also understand that Mr. [redacted] is requesting Sears cover the remaining repair cost due to the part delay as well as reimbursement of costs to do their laundry outside the home. Sears offers, and offered Mr. [redacted] at time of purchase, a Protection Agreement. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. Under a Protection Agreement are other benefits when repairs take longer than expected such as laundry reimbursement, rental reimbursement even a replacement clause when we have a situation such as a long delay in parts. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision. To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr. [redacted], while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairs. Since we have explained why we are unable to honor Mr. [redacted] request for free service or laundry reimbursement that he does not have coverage for and all parts have arrived to complete the repair we have closed our case with the understanding that Mr. [redacted] will be responsible for the remaining balance of the repairs. 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]
April 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. Assistant Manager [redacted] is handling this issue now as [redacted] is no longer with the company. Angela is working on getting the couch transported to Mr. [redacted] and he will need to contact her if there are any further questions and or concerns at [redacted] during normal business hours. As such, 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
January 19, 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]’s rebuttal to our previous response. Unfortunately, we are unable to accommodate Ms. [redacted]’s request for $500.00 in compensation. Our offer is $100.00 for food loss, and this offer is being presented solely as a courtesy, as her warranty does not cover incidental or consequential damages. Any other request for compensation for potential floor damage or additional food loss must be directed to [redacted] our third-party claims administrator. [redacted] can be reached at ([redacted] It is Ms. [redacted] decision whether or not to file a claim to pursue compensation, but the aforementioned offer is final; we will not be presenting any other offers of remuneration to Ms. [redacted]. Again, if Ms. [redacted] would like to accept our final offer of $100.00 for food loss, she can respond to [redacted] the offer is valid until January 31, 2016. In the interim, since we have provided Ms. [redacted] with her options and no further accommodations are forthcoming, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 1, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding her recent online order.It is unfortunate that we failed [redacted]...
[redacted]
expectations and can understand how the series of events detailed in her
complaint has caused her to lose faith in Sears. We regret that this incident
occurred, and we can assure that her concerns have been forwarded to management
for review so that future problems of this nature can be averted. After reviewing the notes in her order, we
confirmed the incorrect amount of $4.58 was issued back to her in the form of a
check. Therefore, we refunded the remaining balance of $12.75 today December 1,
2015. The refund was also issued in the form of a mail bank check only because
there was no option to credit it back to the third party pin debit card that
was used at the time of purchase. Additionally,
we reached out to our Shop Your Way Rewards team regarding the $24.78 in points
that were used. Once this team confirms the status of [redacted] account, we
will provide her with an update via email. Should [redacted] have any
questions, she may contact us via email at [redacted]. With
that said 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, we have noted [redacted] concerns
and respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation
February 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with Sears’...
online process and non-receipt of a refund for her cancelled order. We would first like to apologize for any inconvenience Ms. [redacted] experienced with this order. After researching the notes we found that the order was cancelled and Ms. [redacted] was never charged for the dishwasher. However, Sears Online has offered to honor the same price of the dishwasher in addition to a 10% discount as a gesture of goodwill. If Ms. [redacted] decides to accept this offer then she may reference her original order number [redacted] so that the price adjustment and discount can be applied. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 8, 2015/03/16) */
March 16, 2015
[redacted]
We have completed the investigation of [redacted] complaint regarding her...
dissatisfaction with the [redacted] PU Office Chair she purchased from kmart.com.
We would like to clarify that our return policy clearly states that a refund can be requested within 90 days, 30 days for certain items. This is disclosed on postings in our stores, on our receipts, and on our website so that the purchaser is aware of our policies. As such, our associates were simply adhering to our policies when they advised [redacted] that they would be unable to offer her a refund. Unfortunately, a return is no longer an option available to her after the 90 day period has expired. While we empathize with [redacted] situation, we can only suggest that she pursue any remedies available through the manufacturer if she feels the item she received is defective. Since we have provided a response appropriate to our stated return policies, we have 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.
[redacted]
March 10, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding being rescheduled for repair of her...
dishwasher.
We have received [redacted] complaint and apologize that she was rescheduled for the repair of her dishwasher. Our offices escalated [redacted] concerns to [redacted], Customer Advocate for unit# [redacted]. [redacted] contacted [redacted] and discussed her concerns and agreed to refund her $201. 24 to which she accepted. That being said, because we are in the process of refunding [redacted] for repair services paid, 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]
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving her refund for...
the store cancelled layaway order. Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. We want to assure [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. We reviewed the case notes related to layaway refund issue, and discovered [redacted] has been working with [redacted] from our Strategic Member Service team to resolve the refund issue. [redacted] reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concern. [redacted] investigated and found that the refund was not processed due to a system glitch. On March 29, 2016 we issued a credit of $100.00 to [redacted] account ending in [redacted] The credit should post to her account within 3 – 5 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 10886203
I am rejecting this response because: Sears lied to me and I will not be satisfied until they give me the $200 originally promised. This promise was made when they knew I would be returning the oven since a return pick up was scheduled during the same call.
Sincerely,
Suzanne [redacted]
April 18, 2016Revdex.com[redacted]330 North Wabash Ave., Ste. 2006Chicago, IL 60611Our File No: [redacted]Revdex.com File No: [redacted]Via: Revdex.com Website[redacted]This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with...
[redacted]. On Thursday, our technician visited [redacted] to inspect and repair his water heater. However, it was determined that the issue [redacted] was experiencing was related to the house plumbing hot water line leaking and not the hot water heater. We do apologize if [redacted] had trouble scheduling his service call. At this time, we respectfully request that you close your file. On behalf of SHIP, please know that we value [redacted] as a customer and appreciate his patronage. If you have any questions or concerns, please contact me directly at [redacted] or via email at [redacted]Sincerely,[redacted]SHIP/HI Regulatory Complaint Specialist cc: [redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to her refrigerator. Sears Home Services...
records indicate that repairs to [redacted] refrigerator were completed on April 7, 2016. The notes from the service call note that the technician installed a new compressor, drier assembly and an access valve. One the unit was tested it was found to be operating as expected. Within her complaint [redacted] noted that Sears website states that if you have problems then it is at the customer’s discretion whether or not to have it fixed or replaced. Additionally she states that they are not standing behind what they are publicizing. We feel it is important to clarify that [redacted] refrigerator was covered by [redacted] one year parts and labor warranty, which expired on July 10, 1015. The refrigerator is now only covered by [redacted] sealed system warranty. Sears will abide by the terms of [redacted] warranty and repair the refrigerator as needed. There is no replacement option noted in [redacted] warranty. Since we have noted the aforementioned repairs to [redacted] refrigerator, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
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 the non-receipt of a gift card....
Upon researching Ms. [redacted] concerns, we found that the last time she contacted Sears about the missing gift card was on November 30, 2015. The agent who spoke with Ms. [redacted] researched the gift card and found that it was issued via email on November 18, 2015. After confirming Ms. [redacted] email address and devaluing the first e-gift card, he had another e-gift card issued. If Ms. [redacted] has not received the e-gift card, we will have to devalue it and issue another. However, this time an actual gift card will be mailed via regular mail. If Ms. [redacted] has not received the second $40.00 e-gift card, we ask that she check her Junk Mail folder before contacting us again, as sometimes the e-gift card is directed there. In the event that a third gift card needs to be processed, it will be for the original amount of $40.00. While we empathize with Ms. [redacted], we will not be providing her with a $100.00 gift card, as the $40.00 gift cards have been processed and sent as promised; the issue may be with her email account. With that said, since we have confirmed that another $40.00 gift card has been sent to Ms. [redacted], we ask that this matter be closed. We appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: 11141999
I am rejecting this response because: Sears has told me repeatedly that they were sending a refund. Until I receive the gift cards I do not consider the case closed. Why would it take 12 to 14 business days for a refund to reach me? The minute I have the gift card in my hand the situation will be closed.
Sincerely,
Kathy [redacted]
November 10, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611
[redacted] [redacted]We have completed the investigation of [redacted]
complaint regarding her dissatisfaction with the preventative maintenance...
check
she received on her refrigerator.It appears that [redacted] may have scheduled her
maintenance check online. Regardless though of whether she did or whether Sears
set the order up, it was not set up correctly so this meant it was not flagged
through our internal process ID so that our routing department was aware in
advance that it was a maintenance check. This meant that a standard repair
technician was sent rather than one of our preventative maintenance
technicians. We are unsure though as to why a receipt could not be provided,
unless the technician’s handheld computer was down or out of paper. While the
receipt would have only noted the charge for a maintenance check, and would not
have included any breakdown as to what that entailed, it would have at least
been a receipt showing the charge to [redacted] account and we apologize
this was not provided. With that said, our records show that our customer
support team offered [redacted] a $65.00 discount as a courtesy and yet we
cannot find documentation to confirm this was ever issued. If [redacted] could
contact me directly with all 16 digits of the [redacted] card ending in [redacted], I could
verify if the refund was processed, and if not, just refund her in full for the
call. She can reach me via email at [redacted] or via phone at [redacted]. In the interim, since we are willing to refund
[redacted] in full as long as we can verify what has or has not been charged or
refunded to her card since she filed, we have closed our file pending her
response.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]Team Manager, Regulatory Complaints[redacted]
March 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding the credit application she...
filed online recently. As clarification, the online credit approval process sis setup so that a consumer may use their credit on an immediate purchase if approved. We spoke to [redacted] the administrator of the Sears credit program and they noted that there must have been a system error. They will investigate to see if the cause may be found and eliminate the problem. We apologize for any inconvenience [redacted] may have experienced as a result of this issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Ms. Rice 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]
April 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction that the delivery of her washer and dryer were not...
completed on the scheduled date. We apologize to [redacted] for delay in the delivery and that we failed to meet her expectations. We reviewed the delivery notes related to [redacted] purchase of the washer and dryer and discovered that on March 5, 2016 the delivery team had arrived at the wrong address. As clarification, when a delivery attempt is made and a customer is not home, the delivery team will report in and provide a description of the house. Our customer service team will also make an attempt to contact our customer via phone to confirm if they are home or not. As [redacted] confirmed, she did receive the voicemail message from delivery customer service when they tried to reach her. When [redacted] returned the call, she was provided the description of the house and she confirmed that it was incorrect. We apologized and offered to reschedule delivery for March 7, 2016, which she declined and requested to speak with a supervisor. [redacted] was transferred to Delivery Escalations and she requested that we cancel the entire order. We offered to contact our delivery team to return that same day instead of cancellation. [redacted] declined the offer and requested that we cancel her entire order. According to our records, [redacted] order was cancelled on March 5, 2016 and we issued a credit of $2,014.50 to her credit card ending in [redacted] We regret that this incident occurred, but we can assure [redacted] that her concerns have been forwarded to management for review so future problems of this nature can be averted. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: 10991462
I am rejecting this response because: I have not spoke to Rodney ..... I still have not received refunds from the items .. This past week ..... Recently .. I have never spoke to a Rodney ....
Sincerely,
Javanna [redacted]r
April 5, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed the investigation of [redacted] 2nd rebuttal to the response we provided regarding the repair of his tv.
We have received [redacted] 2nd rebuttal, and we again apologize that he is dissatisfied with his tv. As stated before, the tv has been damaged by either [redacted] or someone who has been in [redacted] home and is no longer able to be repaired under its Master Protection Agreement. Once a technician deems a product to be damaged in this way, the Master Protection Agreement becomes null and void and coverage is therefore terminated. While we understand that [redacted] is concerned with the Wifi connection, the fact remains that this unit is no longer covered under a protection agreement and that any repair would be done at [redacted] expense. 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 [redacted] case we do apologize that we failed his expectations, but we are unable to cover the repair of his tv and our decision is final.
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]
December 15, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10977181– Regina
[redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’ rebuttal. Auto Center Manager [redacted] provided the following response: We have reviewed both our response and Ms. [redacted]’ rebuttal,
and we do not find that she has brought any new information to her
complaint. We cannot understand why Ms.
[redacted] has continued to pursue this issue. To reiterate, we told her from the beginning
that the tires she wanted initially were not in stock and that is why she came
to put the deposit down. When we put tires on her vehicle, she had to have
known it would not be the ones she initially wanted, which had to be ordered. As
we noted there was a special on the Road Handler tires, which were in stock.
While they were more expensive, the warranty was for a longer period of time
and you got the fourth tire free if you bought the other three. We offered this
as an alternative so that Ms. [redacted] could get her tires immediately without
waiting and she agreed. In fact, when she indicated that she was not happy with
the price of the tires to our dismay, we allowed her to drive her car on the Road
Handler tires for free until the tires she had first expressed an interest in arrived.
We feel we made every effort to try and resolve this situation amicably. 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. Should Ms. [redacted] wish to discuss the matter further,
I (Shawn) may be reached during normal hours at [redacted]. 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
Complaint: 10958567
I am rejecting this response because: It looks like nobody is responsible for anything in sear. I didn't provide any pictures because I talked to sear representative over phone and received this email Sears.com Order # 956831748 Shopping [email protected] Dec 1 at 4:00 PMToelena[redacted]@yahoo.com Hide Message body Dear Elena,Thank you for shopping at Sears.com!In regards to the order number 956831748( Hercules Contemporary Wall Entertainment unit in cherry finish ) , we are sorry to hear that you have received wrong item.we tried issuing call tag( UPS pick up) but we were unable to do so because the item is more than 150 pounds.You can keep the item or return the item by your own we will process you the complete refund.We also offer you 10% discount on your next purchase.We apologize for the inconvenience caused. http://www.sears.com Thank you, Calistha.Y Sears Member Services 1-800-366-3028
Sincerely,
Elena [redacted]
January 29, 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 the delay in parts for the repair of his...
washing machine. We understand that Mr. [redacted] is upset that one of the parts needed to complete his repair was on back order causing a delay in service. We apologize in the delay in receiving all the parts needed to repair his washer, unfortunately as parts are ordered from the manufacture Sears has no ability to expedite a part order when a part is on backorder. Sears uses manufacture parts whenever possible and at times if a manufacture is out of a part we must wait on the manufacture to provide parts. We do show that all parts have arrived at Mr. [redacted] home and service is scheduled for February 2, 2016. We also understand that Mr. [redacted] is requesting Sears cover the remaining repair cost due to the part delay as well as reimbursement of costs to do their laundry outside the home. Sears offers, and offered Mr. [redacted] at time of purchase, a Protection Agreement. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. Under a Protection Agreement are other benefits when repairs take longer than expected such as laundry reimbursement, rental reimbursement even a replacement clause when we have a situation such as a long delay in parts. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision. To expect Sears to bear the repair expense associated with a product that is so far out of warranty (a couple of days or weeks might justify some consideration of extenuation) is unrealistic and inappropriate. It would be unjust for Sears to provide free service to Mr. [redacted], while charging others for such service through Sears Protection Agreement fulfillment or direct charges for repairs. Since we have explained why we are unable to honor Mr. [redacted] request for free service or laundry reimbursement that he does not have coverage for and all parts have arrived to complete the repair we have closed our case with the understanding that Mr. [redacted] will be responsible for the remaining balance of the repairs. 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]
April 5, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] rebuttal. Assistant Manager [redacted] is handling this issue now as [redacted] is no longer with the company. Angela is working on getting the couch transported to Mr. [redacted] and he will need to contact her if there are any further questions and or concerns at [redacted] during normal business hours. As such, 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
January 19, 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]’s rebuttal to our previous response. Unfortunately, we are unable to accommodate Ms. [redacted]’s request for $500.00 in compensation. Our offer is $100.00 for food loss, and this offer is being presented solely as a courtesy, as her warranty does not cover incidental or consequential damages. Any other request for compensation for potential floor damage or additional food loss must be directed to [redacted] our third-party claims administrator. [redacted] can be reached at ([redacted] It is Ms. [redacted] decision whether or not to file a claim to pursue compensation, but the aforementioned offer is final; we will not be presenting any other offers of remuneration to Ms. [redacted]. Again, if Ms. [redacted] would like to accept our final offer of $100.00 for food loss, she can respond to [redacted] the offer is valid until January 31, 2016. In the interim, since we have provided Ms. [redacted] with her options and no further accommodations are forthcoming, we ask that this matter be closed. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 1, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the investigation of [redacted]
complaint regarding her recent online order.It is unfortunate that we failed [redacted]...
[redacted]
expectations and can understand how the series of events detailed in her
complaint has caused her to lose faith in Sears. We regret that this incident
occurred, and we can assure that her concerns have been forwarded to management
for review so that future problems of this nature can be averted. After reviewing the notes in her order, we
confirmed the incorrect amount of $4.58 was issued back to her in the form of a
check. Therefore, we refunded the remaining balance of $12.75 today December 1,
2015. The refund was also issued in the form of a mail bank check only because
there was no option to credit it back to the third party pin debit card that
was used at the time of purchase. Additionally,
we reached out to our Shop Your Way Rewards team regarding the $24.78 in points
that were used. Once this team confirms the status of [redacted] account, we
will provide her with an update via email. Should [redacted] have any
questions, she may contact us via email at [redacted]. With
that said 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, we have noted [redacted] concerns
and respectfully ask to have this matter closed. We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns. Sincerely, [redacted]Regulatory Complaint SpecialistSears Holdings Corporation