March 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order and request for...
a prepaid return label and refund. We would first like to apologize for any inconvenience [redacted] may have experienced with this order. While a return would be acceptable at his local Kmart store we have decided to issue a refund without the return of the item. As a onetime courtesy exception a refund of $26.74 was issued back to [redacted] account. For [redacted] records the return receipt number is [redacted] and he can expect the refund to post to his account within 3 to 5 business days. Since an equitable resolution 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 [redacted]
December 16, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]
[redacted]We have completed the investigation of [redacted]
complaint regarding a recent order. We have spoken...
with [redacted] in regard to this issue. Unfortunately,
it seems there was an inventory error. We do not have a process in place to
transfer such merchandise cross country. However, were able to arrange for the
totes to be shipped from another location in this case as a courtesy. In light
of the aforementioned information, we respectfully ask that this matter be
considered closed. We apologize to [redacted] and appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/03/26) */
Contact Name and Title: [redacted]
Contact Phone:[redacted]
March 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We...
have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We sent an email correspondence to [redacted] regarding her online order [redacted] that she placed on February 11, 2015. Unfortunately, [redacted] did not receive the order because the merchant she purchased from, [redacted] cancelled the order on March 16, 2015. Accordingly, a full refund of $38.67 was processed to [redacted] Card ending in [redacted]. The sales check for this transaction is [redacted] This credit should be viewable by her financial institution within 3-5 business days from the date processed. If the credit has not posted in the specified time frame she will need to contact her financial institution to confirm that the credit has been applied to the account. It should be noted that each financial institution may have processing guidelines that may impact the time it takes for the credit to be reflected in the balance. Should [redacted] have any questions, she may contact us via email at [redacted] 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]
[redacted]
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his service experience on his Jenn-Air range. [redacted] confirmed...
with our service department on May 10, 2016 that his range was working fine. Due to the nature of [redacted] concerns regarding damages to the range, a claim was opened with [redacted] our third-party claims adjuster. If [redacted] has any questions regarding his claim, he can contact Sean Hansen, his claims examiner at [redacted] and reference claim # [redacted] As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final. In the interim, since [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted]
I am rejecting this response because:I did speak to [redacted], he said he would issue a credit on my credit card. No credit from Sears outlet is listed to date. Once credit is received as promised ( second time a credit was promised ) then the case will be closed. Until then I guess we will go back and forth. Thank you
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/03/27) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
March 27, 2015
[redacted]
[redacted]...
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We sent an email correspondence to [redacted] regarding the order [redacted] she placed on December 2, 2014. According to the [redacted] tracking number[redacted], the merchandise was returned to the fulfilling merchant, [redacted] on December 8, 2014.
Due to the return of the merchandise a refund of $73.36 was processed on December 9, 2014. However, there was a systematic error which caused the refund to not bridge properly. Accordingly, we have processed a bank check in the amount of $73.36. For [redacted] records the refund sales check for this transaction is [redacted].
[redacted] can expect to receive the refund check in the mail within ten to fourteen business days. Should [redacted] have any questions regarding this matter, she may contact us via email at [redacted] 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]
[redacted]
Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto Center. [redacted] Manager of the Lincoln Sears Auto Center, provided the following response: [redacted] presented his...
vehicle at the auto center and we diagnosed that a new left front wheel bearing was needed. [redacted] approved the work and after we replaced the wheel bearing we also completed a front end alignment. The current issue with the vehicle is that the left front inner tie rod was found to be disconnected form the rack and pinion. When we replaced the wheel bearing we did adjust the inner tie rod, which moved easily. I demonstrated this to [redacted] when he was in the Auto Center. If [redacted] has any additional concerns he would like to discuss he can reach me at [redacted] That said 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]
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10969239 – Ronald [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s rebuttal regarding a battery purchased from one of our auto centers.We have received Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer received, we are unable to grant his request for a new battery. The fact remains that Mr. [redacted]’s battery tests that it holds a charge and is working as designed. 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 Mr. [redacted]’s case we do apologize that we failed his expectations, but we will not be replacing his battery as it is running as designed and our decision is final. 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,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
April 19, 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 online order that she...
received damaged and her request for a refund. It is unfortunate that we failed [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint 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 found that the damaged furniture was returned to [redacted] on April 6, 2016. We apologize for the delay in receiving the refund. A refund was processed on April 19, 2016, for $475.18 back to [redacted] account ending in [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. [redacted] should see the credit post to her account within 3 to 5 business days. 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 Specialist Sears Holdings Corporation
March 2, 2016[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted] rebuttal. In the interest of resolving this issue, we have issued a full the order in question to the original forms of payment. We ask that [redacted] allow 3-5 business days for the credit to reflect. In light of the aforementioned information, 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,[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here...
Initial Business Response /* (1000, 8, 2015/02/18) */
February 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding...
her dissatisfaction with our failure to enter the correct service address and provide repair on the date scheduled.
It is unfortunate that we failed Ms. [redacted]'s expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the series of events noted in her complaint. We do not take cancellations lightly or approve of any failure to notify our customers when their appointment must be rescheduled. For this reason, we are continually pursuing solutions that will provide better options for our customers when these situations occur. We can assure Ms. [redacted] that her concerns have been forwarded to management for review and as a result of this action [redacted] District Customer Support Manager, spoke with Ms. [redacted] on February 6, 2014. At that time, Ms. [redacted] indicated that she was satisfied with the new appointment date of February 11, 2015. Our records indicate that our technician completed a repair on this date and confirmed that Ms. [redacted]'s dryer was operating to the manufacturer's specifications afterward. If Ms. [redacted] has any questions about service in the future, she is welcome to contact Ms. [redacted] at XXX-XXX-XXXX, for assistance. We truly regret any inconvenience Ms. [redacted] may have experienced and hope to have another opportunity to provide her with a more satisfactory example of our services. We respectfully ask to have this matter closed since we have noted Ms. [redacted]'s comments and the requested services have been been provided
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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his garage door opener. It is...
unfortunate that we failed [redacted] expectations when he called Sears for service on his garage door opener. We value [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectations. We hope that [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on May 4, 2016, when a technician reset the travel limit switch as well as notating that the door has a bracket that connects to the J hook is in need of replacement. Since we have noted our response to [redacted] concerns, 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]
March 24, 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 online order and non-receipt of the...
full refund amount. After reviewing the complaint filed, we found that [redacted] paid a total of $59.42 for order number [redacted] on February 28, 2016. On March 22nd and 23rd [redacted] received a refund totaling $51.91. According to the notes in her order, she kept one bra which is why she did not receive the full amount back. As for the order [redacted] she placed on March 4, 2016, we show that she paid a total of $52.13 with her [redacted] account and $5 from her Shop Your Way Rewards points. On March 22nd and 23rd our system shows that a full refund was issued back to her [redacted] account and rewards account. We apologize for any inconvenience or miscommunication she received. If the amounts mentioned are incorrect then we ask that she contact us via email at [redacted] Finally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, since a full 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
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent...
store experience. Assistant Manager [redacted] provided the following response: I apologize that the status of the order was not able to be changed. However, as I informed [redacted] it does not really affect anything. The important thing is that he received his replacement and furthermore one that was an upgraded model at no additional cost to him. As for the experience he had in the store, I personally discussed this with [redacted] and I thought he matter had been resolved. Should [redacted] wish to further I [redacted] may be reached during nonral business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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 a washer and dryer purchased from Sears. On December 19, 2015, Sears Home...
Delivery picked up the washer and dryer noted in Ms. [redacted] complaint. The appliances were returned to the warehouse and the refund was logged into the system. A system error caused the dryer to be refunded but not the washer. That said, I had the refund for the washer processed this morning. Ms. [redacted] will see two separate credits to her credit card ending in [redacted]. Typically a consumer can expect a refund to post to their credit card within 3-5 days of processing. If I can be of any further assistance to Ms. [redacted], she can reach me via email at [redacted] or by phone at [redacted] Since we have noted our response to Ms. [redacted] complaint, we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]
November
19, 2015RevDex.comAttn:
[redacted]330
North Wabash Ave., Ste 2006Chicago,
IL 60611Our
File No: [redacted]Revdex.com
Case #: [redacted]Via:
Revdex.com WebsiteDear
[redacted]We
have further researched this. As we explained, this is not part of Sears Home
Improvement, Inc. (SHIP). They are a
franchisee and an independent company not under SHIP’s management or control.
[redacted] will need to call whomever he had come out and address this with
them. If he calls them and asks they can
explain to him that they are not SHIP nor are they required to follow any
direction from us. The Revdex.com should send the complaint directly to them for
handling. We did also direct this to the appropriate party via email.Based
upon this information we respectfully request that your close your file. [redacted] complaint should be filed against the appropriate entity. SHIP did
not have any direct or indirect involvement with this service. Please feel free
to contact me with any questions at [redacted]. Sincerely,[redacted]SHIP/HI
Regulatory Complaint Specialist cc:
[redacted]
February 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr[redacted] complaint regarding a Parts Direct order. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to an order he recently placed with Parts Direct. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted] Upon receiving Mr[redacted] concerns, we contacted Penny [redacted] with Parts Direct for assistance. Ms. [redacted] subsequently contacted Mr. [redacted] and apologized for his poor customer experience. Additionally, in accordance with Mr[redacted] request, Ms. [redacted] issued a refund of $9.99 to Mr[redacted] account for the shipping on order [redacted] Also, a refund check of $9.99 is also being processed to reimburse Mr. [redacted] for the shipping on order [redacted] which he placed at the store and paid cash; he should receive this check in the next two weeks. With that said, since it is our understanding that Mr. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 12, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] Dear [redacted]We have completed the investigation of [redacted]
complaint regarding her inability to return a baby gate she purchased in May.We...
would like to clarify that if [redacted] did make her
purchase in May, and if she still had the receipt that proved she made the
purchase in May, then the newer policy from June would not have applied to her.
So if she had returned to the store with the receipt within 90 days, she should
have still been able to make a return or exchange for the price she paid. However,
if she did not have a receipt, then really under both return policies she was
not entitled to a refund or exchange as both required a receipt. However, we do
make exceptions but would have to apply the current return policy of 30 days
plus if the item has since been marked down, then the consumer would only get
whatever price is current in our system. So if the item has been marked down
out of stock, it is generally better for the consumer to just keep the item and
pursue other resolutions such as reselling it. So if [redacted] does have her
purchase receipt from May and she can approximately prove the date she was in
the store (since she filed her complaint after 90 days had expired) we would be
willing to contact the store to have them provide assistance for a refund. In
the interim, since we have explained how our return policy works, we have
closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
Complaint: [redacted]
I am rejecting this response because: until the money is back in my account, as far as I'm concerned, this is not over. it's funny that they can take the money out the same day, but they can't put it back the same day. they can keep their apologies.
Sincerely,
[redacted]
October 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94572418 - Stacey [redacted]
Dear Ms. [redacted]:
This letter will acknowledge receipt of the above referenced customer's follow up complaint, which was referred to our office...
for response.
We called Ms. [redacted] and left a message requesting callback in reference to her concerns. We ask that Ms. [redacted] contact us directly at 1-888-848-7292 extension 53212. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
SHC Corporate Compliance
[redacted]
March 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his online order and request for...
a prepaid return label and refund. We would first like to apologize for any inconvenience [redacted] may have experienced with this order. While a return would be acceptable at his local Kmart store we have decided to issue a refund without the return of the item. As a onetime courtesy exception a refund of $26.74 was issued back to [redacted] account. For [redacted] records the return receipt number is [redacted] and he can expect the refund to post to his account within 3 to 5 business days. Since an equitable resolution 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 [redacted]
December 16, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted]
[redacted]We have completed the investigation of [redacted]
complaint regarding a recent order. We have spoken...
with [redacted] in regard to this issue. Unfortunately,
it seems there was an inventory error. We do not have a process in place to
transfer such merchandise cross country. However, were able to arrange for the
totes to be shipped from another location in this case as a courtesy. In light
of the aforementioned information, we respectfully ask that this matter be
considered closed. We apologize to [redacted] and appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/03/26) */
Contact Name and Title: [redacted]
Contact Phone:[redacted]
March 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We...
have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We sent an email correspondence to [redacted] regarding her online order [redacted] that she placed on February 11, 2015. Unfortunately, [redacted] did not receive the order because the merchant she purchased from, [redacted] cancelled the order on March 16, 2015. Accordingly, a full refund of $38.67 was processed to [redacted] Card ending in [redacted]. The sales check for this transaction is [redacted] This credit should be viewable by her financial institution within 3-5 business days from the date processed. If the credit has not posted in the specified time frame she will need to contact her financial institution to confirm that the credit has been applied to the account. It should be noted that each financial institution may have processing guidelines that may impact the time it takes for the credit to be reflected in the balance. Should [redacted] have any questions, she may contact us via email at [redacted] 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]
[redacted]
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his service experience on his Jenn-Air range. [redacted] confirmed...
with our service department on May 10, 2016 that his range was working fine. Due to the nature of [redacted] concerns regarding damages to the range, a claim was opened with [redacted] our third-party claims adjuster. If [redacted] has any questions regarding his claim, he can contact Sean Hansen, his claims examiner at [redacted] and reference claim # [redacted] As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final. In the interim, since [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. [redacted] Regulatory Complaint Specialist [redacted]
Complaint: [redacted]
I am rejecting this response because:I did speak to [redacted], he said he would issue a credit on my credit card. No credit from Sears outlet is listed to date. Once credit is received as promised ( second time a credit was promised ) then the case will be closed. Until then I guess we will go back and forth. Thank you
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/03/27) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
March 27, 2015
[redacted]
[redacted]...
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent online order.
[redacted] Online Solutions Case Manager for Sears.com/Kmart.com, provided the following response:
We sent an email correspondence to [redacted] regarding the order [redacted] she placed on December 2, 2014. According to the [redacted] tracking number[redacted], the merchandise was returned to the fulfilling merchant, [redacted] on December 8, 2014.
Due to the return of the merchandise a refund of $73.36 was processed on December 9, 2014. However, there was a systematic error which caused the refund to not bridge properly. Accordingly, we have processed a bank check in the amount of $73.36. For [redacted] records the refund sales check for this transaction is [redacted].
[redacted] can expect to receive the refund check in the mail within ten to fourteen business days. Should [redacted] have any questions regarding this matter, she may contact us via email at [redacted] 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]
[redacted]
Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears Auto Center. [redacted] Manager of the Lincoln Sears Auto Center, provided the following response: [redacted] presented his...
vehicle at the auto center and we diagnosed that a new left front wheel bearing was needed. [redacted] approved the work and after we replaced the wheel bearing we also completed a front end alignment. The current issue with the vehicle is that the left front inner tie rod was found to be disconnected form the rack and pinion. When we replaced the wheel bearing we did adjust the inner tie rod, which moved easily. I demonstrated this to [redacted] when he was in the Auto Center. If [redacted] has any additional concerns he would like to discuss he can reach me at [redacted] That said 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]
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10969239 – Ronald [redacted]Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]’s rebuttal regarding a battery purchased from one of our auto centers.We have received Mr. [redacted]’s rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied with the answer received, we are unable to grant his request for a new battery. The fact remains that Mr. [redacted]’s battery tests that it holds a charge and is working as designed. 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 Mr. [redacted]’s case we do apologize that we failed his expectations, but we will not be replacing his battery as it is running as designed and our decision is final. 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,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
April 19, 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 online order that she...
received damaged and her request for a refund. It is unfortunate that we failed [redacted] expectations as we value her patronage. We can understand her frustration with the series of events detailed in her complaint 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 found that the damaged furniture was returned to [redacted] on April 6, 2016. We apologize for the delay in receiving the refund. A refund was processed on April 19, 2016, for $475.18 back to [redacted] account ending in [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. [redacted] should see the credit post to her account within 3 to 5 business days. 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 Specialist Sears Holdings Corporation
March 2, 2016[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted] [redacted] [redacted]We have completed the investigation of [redacted] rebuttal. In the interest of resolving this issue, we have issued a full the order in question to the original forms of payment. We ask that [redacted] allow 3-5 business days for the credit to reflect. In light of the aforementioned information, 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,[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here...
Initial Business Response /* (1000, 8, 2015/02/18) */
February 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding...
her dissatisfaction with our failure to enter the correct service address and provide repair on the date scheduled.
It is unfortunate that we failed Ms. [redacted]'s expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the series of events noted in her complaint. We do not take cancellations lightly or approve of any failure to notify our customers when their appointment must be rescheduled. For this reason, we are continually pursuing solutions that will provide better options for our customers when these situations occur. We can assure Ms. [redacted] that her concerns have been forwarded to management for review and as a result of this action [redacted] District Customer Support Manager, spoke with Ms. [redacted] on February 6, 2014. At that time, Ms. [redacted] indicated that she was satisfied with the new appointment date of February 11, 2015. Our records indicate that our technician completed a repair on this date and confirmed that Ms. [redacted]'s dryer was operating to the manufacturer's specifications afterward. If Ms. [redacted] has any questions about service in the future, she is welcome to contact Ms. [redacted] at XXX-XXX-XXXX, for assistance. We truly regret any inconvenience Ms. [redacted] may have experienced and hope to have another opportunity to provide her with a more satisfactory example of our services. We respectfully ask to have this matter closed since we have noted Ms. [redacted]'s comments and the requested services have been been provided
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
XXX-XXX-XXXX
X-XXX-XXX-XXXX Ext. XXXXX
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services and repairs to his garage door opener. It is...
unfortunate that we failed [redacted] expectations when he called Sears for service on his garage door opener. We value [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectations. We hope that [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. Our service records indicate that the repairs were completed on May 4, 2016, when a technician reset the travel limit switch as well as notating that the door has a bracket that connects to the J hook is in need of replacement. Since we have noted our response to [redacted] concerns, 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]
March 24, 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 online order and non-receipt of the...
full refund amount. After reviewing the complaint filed, we found that [redacted] paid a total of $59.42 for order number [redacted] on February 28, 2016. On March 22nd and 23rd [redacted] received a refund totaling $51.91. According to the notes in her order, she kept one bra which is why she did not receive the full amount back. As for the order [redacted] she placed on March 4, 2016, we show that she paid a total of $52.13 with her [redacted] account and $5 from her Shop Your Way Rewards points. On March 22nd and 23rd our system shows that a full refund was issued back to her [redacted] account and rewards account. We apologize for any inconvenience or miscommunication she received. If the amounts mentioned are incorrect then we ask that she contact us via email at [redacted] Finally, we hope that in the future [redacted] will allow us another opportunity to provide her with a better example of customer service. In the interim, since a full 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
March 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent...
store experience. Assistant Manager [redacted] provided the following response: I apologize that the status of the order was not able to be changed. However, as I informed [redacted] it does not really affect anything. The important thing is that he received his replacement and furthermore one that was an upgraded model at no additional cost to him. As for the experience he had in the store, I personally discussed this with [redacted] and I thought he matter had been resolved. Should [redacted] wish to further I [redacted] may be reached during nonral business hours at [redacted] In light of the aforementioned information, we respectfully ask that this matter remain closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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 a washer and dryer purchased from Sears. On December 19, 2015, Sears Home...
Delivery picked up the washer and dryer noted in Ms. [redacted] complaint. The appliances were returned to the warehouse and the refund was logged into the system. A system error caused the dryer to be refunded but not the washer. That said, I had the refund for the washer processed this morning. Ms. [redacted] will see two separate credits to her credit card ending in [redacted]. Typically a consumer can expect a refund to post to their credit card within 3-5 days of processing. If I can be of any further assistance to Ms. [redacted], she can reach me via email at [redacted] or by phone at [redacted] Since we have noted our response to Ms. [redacted] complaint, we ask that 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 Claims Specialist Sears Holdings Corporation [redacted]
November
19, 2015RevDex.comAttn:
[redacted]330
North Wabash Ave., Ste 2006Chicago,
IL 60611Our
File No: [redacted]Revdex.com
Case #: [redacted]Via:
Revdex.com WebsiteDear
[redacted]We
have further researched this. As we explained, this is not part of Sears Home
Improvement, Inc. (SHIP). They are a
franchisee and an independent company not under SHIP’s management or control.
[redacted] will need to call whomever he had come out and address this with
them. If he calls them and asks they can
explain to him that they are not SHIP nor are they required to follow any
direction from us. The Revdex.com should send the complaint directly to them for
handling. We did also direct this to the appropriate party via email.Based
upon this information we respectfully request that your close your file. [redacted] complaint should be filed against the appropriate entity. SHIP did
not have any direct or indirect involvement with this service. Please feel free
to contact me with any questions at [redacted]. Sincerely,[redacted]SHIP/HI
Regulatory Complaint Specialist cc:
[redacted]
February 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr[redacted] complaint regarding a Parts Direct order. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to an order he recently placed with Parts Direct. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted] Upon receiving Mr[redacted] concerns, we contacted Penny [redacted] with Parts Direct for assistance. Ms. [redacted] subsequently contacted Mr. [redacted] and apologized for his poor customer experience. Additionally, in accordance with Mr[redacted] request, Ms. [redacted] issued a refund of $9.99 to Mr[redacted] account for the shipping on order [redacted] Also, a refund check of $9.99 is also being processed to reimburse Mr. [redacted] for the shipping on order [redacted] which he placed at the store and paid cash; he should receive this check in the next two weeks. With that said, since it is our understanding that Mr. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
November 12, 2015[redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted] [redacted] Dear [redacted]We have completed the investigation of [redacted]
complaint regarding her inability to return a baby gate she purchased in May.We...
would like to clarify that if [redacted] did make her
purchase in May, and if she still had the receipt that proved she made the
purchase in May, then the newer policy from June would not have applied to her.
So if she had returned to the store with the receipt within 90 days, she should
have still been able to make a return or exchange for the price she paid. However,
if she did not have a receipt, then really under both return policies she was
not entitled to a refund or exchange as both required a receipt. However, we do
make exceptions but would have to apply the current return policy of 30 days
plus if the item has since been marked down, then the consumer would only get
whatever price is current in our system. So if the item has been marked down
out of stock, it is generally better for the consumer to just keep the item and
pursue other resolutions such as reselling it. So if [redacted] does have her
purchase receipt from May and she can approximately prove the date she was in
the store (since she filed her complaint after 90 days had expired) we would be
willing to contact the store to have them provide assistance for a refund. In
the interim, since we have explained how our return policy works, we have
closed our file.We apologize to [redacted] and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,[redacted]Team Manager, Regulatory Complaints[redacted]Email: [redacted]
Complaint: [redacted]
I am rejecting this response because: until the money is back in my account, as far as I'm concerned, this is not over. it's funny that they can take the money out the same day, but they can't put it back the same day. they can keep their apologies.
Sincerely,
[redacted]
October 23, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 94572418 - Stacey [redacted]
Dear Ms. [redacted]:
This letter will acknowledge receipt of the above referenced customer's follow up complaint, which was referred to our office...
for response.
We called Ms. [redacted] and left a message requesting callback in reference to her concerns. We ask that Ms. [redacted] contact us directly at 1-888-848-7292 extension 53212. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint.
Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema [redacted]
Regulatory Complaint Specialist
SHC Corporate Compliance
[redacted]