[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding Sears Home Services and repairs to her washerWe have a service call scheduled to have a technician verify Ms [redacted] concerns on July 19, Once the service call has been completed, we will provide an additional updateAlthough Ms [redacted] would prefer us to keep her case open until she feels her washer is working as designed, our agreement with the Revdex.com restricts the length of time a complaint can remain openMs [redacted] has our written commitment to repair the washer as called for in the terms and conditions of the protection agreement covering the washerTherefore we feel that keeping this case open during the interim is unwarranted and we ask respectfully request that this matter remain closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 15, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – MrsRobin [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her recent online order experience As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mrs [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mrs [redacted] ’s case, the order was fulfilled by [redacted] located at [redacted] ***, Email: [redacted] and telephone number ***) [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mrs [redacted] ’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After researching the notes in the order, we found that Sears Online contacted the seller since the purchase was made with a Third Party Marketplace VendorA return label was authorized and sent via email however on November 15, 2016, it appears that Mrs [redacted] requested that we cancel the label since the item had been repairedIn the interim, since it appears that this matter has been resolved, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a refund from SearsWhen I spoke with [redacted] and informed him that we would make an exception to our return policy and allow him to return his washer, I explained that it can take 10/business days in which to receive his refundThat said the washer was returned and checked into the warehouse on October 30, We expect [redacted] will receive his refund check early next weekAdditionally, I have asked [redacted] to contact me directly as I ‘am his single point of contact for this issue, speaking with others who have no knowledge of the issue may give him improper informationWe truly apologize for the inconvenience and ask that this complaint remain closed pending further contactWe 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Clinton A***
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear MsVirghes: We have completed the investigation of Ms[redacted] complaint regarding a refund she is waiting for from Sears [redacted] Operations Manager from the ***m Sears, provided the following response: A bank check in the amount of $has been processed and will be mailed to Ms[redacted] Typically a consumer can expect to receive a bank check within 10/days of processingIf Ms[redacted] has any additional concerns, I invite her to contact me at the store, I can be reached at ***XXX-XXXXSince it is my understanding that Ms[redacted] was satisfied with receiving the aforementioned refund, we ask that this complaint be closed We apologize to Ms[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I heard from [redacted] operations manager, from the ***m Sears store and she told me on 10/22/that Sears is sending out a check for $ [redacted] told me the check would reach me within 6-weeks [redacted] regulatory claims specialist, at the ***m store says in his letter dated 10/22/that I should received the check in 10-daysI'll consider this claim 100% and totally resolved when I receive and deposit the checkI reserve the right to contact the Revdex.com of Chicago if I do not receive the check Sears has promised to meAnd, I thank the Revdex.com of Chicago for helping me to resolve this frustrating and time consuming issue
Complaint: [redacted] I am rejecting this response because: What was told to us by sales and the store are completely different than what they actually did Sincerely, Elaine S [redacted] Dear Ms [redacted] My rebuttal to Sears,On March 14, 2017, we purchased a Kenmore washer and dryer (order # [redacted] from Sears which happened to made by *** At the time of purchase we questioned the rear exhaust of the dryer as we needed a side exhaust, the manager Robert told us not to worry about that as [redacted] *** or [redacted] sold a rectangular adapter (called an adjustable periscope dryer vent) that would take care of that and we would not need the exhaust to be changed to the side We went and purchased the item he said to get but we could not use it as the dryer has a water pipe for steam that went into the back of the dryer and prohibited the adapter from fitting On March 20, we went back to the store and explained the problem and Robert said that they would exchange the dryer for the proper side exhausted that we needed and should have got in the first place At that time the dryer was out of stock so we had to wait for it come back in stock When the dryer was back in stock it was delivered on March 27,and installed but we discovered it no longer matched the washer we had because it was a different colorAgain we went back to the store and explained that the dryer did not match the wash machine and they were no longer a matching setRobert said that he would order us another dryer but before Robert ordered the dryer we asked if they could check the color before delivery to make sure it matched and we were told absolutely not We informed them that if we couldn’t get a matching pair we did not want them At that point we were informed that they would not take them back MrW [redacted] states that we were to contact [redacted] which he said I refused to do Something I never didI called the customer service department of [redacted] and talked to a woman there She understood my problem but said we were misinformed by Sears as once the Kenmore name is place on a product it no longer belongs to *** She said she wished she could help me but this was no longer her company’s problem it was Sears’ It was never once mentioned to me that there was a possibility of a color variation on the products I again contacted [redacted] through face book to see if the person I talked to earlier in customer service at [redacted] was telling me the correct information and I got the same reply (a copy of which is attached) We were told by Carol that the [redacted] Rep was the one that told her to have us contact *** never once did she say she personally talked to the company and that they discussed the color variations with her Nothing was ever discussed with us about there being a possibility of a shade difference, if that were the case why would they be selling something as a matched pair It would be like ordering a pair of shoes, which arrive being two different shades of a color, the store then telling you, you can’t return or exchange them because it’s just a cosmetic problem it won’t affect the wear of the shoes Would you accept that, of course not so why should we have to? We never once went into the store demanding that the washer and dryer be exchanged, their manager Robert told us that he was going to order both the washer and dryer He said that this is what he should have done [redacted] in the beginning in hopes they would be the same color We were told by the store that they could not open the boxes at the warehouse to check the colors but according to Sears Customer Solutions they couldAfter not hearing from Robert about the exchange we went to the store to find out what was going on We found out that MrW [redacted] refused to let him order the set He then said that he would try to order the washer only, but again MrW [redacted] refused We went into the store and asked for the paper work on the washer and dryer because there was a lot of confusion and he wanted to take them home to see if he could study them and try to understand what was going on As it turned out he never did get copies of all the paper work This was also noted by Sears Customer Solutions, who sent a directive to the store to straighten out the paper work as they too did not understand them He never said that he understood what was going on and that we would not fight the charges I never once went into the store as MrW [redacted] is stating and request a 25% refund for my purchase, nor did I request that I be reimbursed for laundry expenses As far as the day return or refund policy I was concerned about time running out as I had addressed it with both the Customer Solutions department and the stores Assistant Manager Scott (on May 3, 2017) and was reassured by both that the days didn’t matter as this problem came about well before the days were up and it was an ongoing problem As far as disputing a charge everyone has the option of disputing something that is not [redacted] and the store has no say as to whether you do or do not Naturally if your purchase is not correct you have the [redacted] to dispute it Apparently what we were told by the sales and store is completely different than what they actually did Something I don’t understand is that they have a Customer Solutions department which is supposed to be at the corporate level, they handed out directives to the store as what they are to do when a customer has a problem I talked to them at least three times and each time they sent the store a directive to take care of this problem but they refused to do so MrW [redacted] said that we could reach him during business hours by calling the number he furnished, but it was amazing because my husband tried numerous times during business hours and MrW [redacted] was either at lunch, in a meeting, out of the building, or on vacation It almost seemed that he was avoiding us The resolution that I would like is either they furnish me with a matching washer and dryer (same color) or allow me to return what I have for a full refund which we tried to do before the days were up We have been purchasing our appliances from Sears since we purchased our first home We found that the Kenmore name had the quality and features that we wanted in our appliances It was because of these reasons that we went back to Sears to purchase our new washer and dryer Apparently that has all changed, and Kenmore no longer has the quality or integrity that we have come to know and expect.Elaine S [redacted]
February 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – James J [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and request for a replacement or refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] ’s case, the order was fulfilled by SeaofDiamonds.com located at [redacted] ***, Los Angeles CA 90014, Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] ’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After researching the notes in the order, we found that Sears Online issued a return UPS tracking number [redacted] on February 20, 2017, so Mr [redacted] can return the item for a refundIn addition, as a gesture of goodwill for the inconvenience, Sears issued 10,base Shop Your Way Rewards points ($value) into Mr [redacted] ’s Shop Your Way accountIn closure, since Sears coordinated a return with the seller, Sea of Diamonds on Mr [redacted] ’s behalf, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94565192- Judith Ann [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding some earrings she purchased over three years ago At this point in time, we have no way of knowing if the earrings Ms [redacted] has in her possession are the same ones we sold to herHowever, we can assure her that we inspect our jewelry regularly for quality and there have been no issuesFurthermore, Ms [redacted] only had days to return her merchandise if dissatisfiedThat point in time has long since passedWe want to note that even if Ms [redacted] had returned the earrings in that time frame, she would not have been provided with a refund for what she paid, not the retail price or value of the itemsWe are not obligated to provide Ms [redacted] with anything as we have pointed out, but we are willing to send her a check for what she paid as a courtesyMs [redacted] can expect her check within 7-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:This lawn mower was brought in december as a giftI had my mechanic put oil in the lawn mower he is ASE certifiedI used the lawn mower times before the engine siziedIf no oil or little oil was put in I would not have made it through use of the lawn mower as I have a large lawnBefore I sent it back I check the oil there was none but you can tell I put it in as it was on the side of thecontainer that you put oil inI also was told that I would not have to pay for this when I dropped it off at the store because I Asked before I sent it outThe lawn mower only cost $It cost more to fix it then to buy a new oneI feel Sears got a bad engine on the lawn mower and should fix it or give me a new one at the same priceIf they still refuse to fix it or replace it I will take it to small claims court as I have no idea who look at my mower as it was sent out and not look at a local repair garage Sincerely, [redacted]
January 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her washer and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her washer After reviewing the notes in our service system, our office authorized a replacement under Ms***’ Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current washer, it was determined that $would provide her with a comparable replacement under her MPA Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her Ms [redacted] will need to provide the telephone number on record, ( [redacted] , to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty until August 25, 2017; the manufacturer’s warranty will remain in effect for one-year from the date of deliveryLastly, we have processed a $laundry reimbursement check for Ms [redacted] for customer satisfaction With that said, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
April 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problems he encountered when he attempted to drop off his lawn mower for a warranty repair; as well as the customer service he received when he called in for assistance We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr [redacted] expectations when he called our tech support line for assistanceWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe can assure Mr [redacted] that any variance from our accepted business practices and policies will be addressed We contacted Mr [redacted] and he mentioned that he was instructed to take the lawn mower to the Harlingen store location, but when he arrived the manager informed him that they no longer accept repair drop offsThe store manager provided him the information for a drop-off location in his areaMr [redacted] confirmed that he dropped off the lawn mower for the warranty repairAfter a week, he was contacted by the repair center that his warranty claim was denied by SearsMr [redacted] was informed that the carburetor would need to be replaced because the technician found water in the gasMr [redacted] inquired why the warranty would not cover the carburetor repair, but the repair center was unable to answerHe was informed that it could be repaired, but that it would need a carburetor, spark plug, and oil change, and air filterMr [redacted] did not approve the repair and stated that he had just replaced some of those partsWe advised Mr [redacted] that the warranty repair was denied because the technician found water in the gasAccording to the manual, the warranty will not cover preventive maintenance or repairs necessary due to improper fuel mixture, contaminated or stale fuelWe advised Mr [redacted] that due to the technician’s findings, he would be responsible for the cost of the repairWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Boris [redacted]
November 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Michael [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] rebuttal to our previous response Our records show that the appointment for November 4, 2016, was rescheduled because the parts needed to complete the repair had not arrived There are notes indicating that Mr [redacted] was told that the technician was in route We can only apologize if he was provided with this misinformation As to food loss, since Mr [redacted] does not currently carry a protection agreement, he is not entitled to food loss reimbursement However, as a one-time courtesy, we will send him a check for $to off-set any food loss he may have incurredThe check should be received in the next two weeks With that said, since we not noted Mr [redacted] additional comments and addressed his concerns accordingly, we have closed our file Again, we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Alison Q [redacted]
December 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Roger L [redacted] Dear [redacted] We have completed the investigation of MrL [redacted] complaint regarding his dissatisfaction with the multiple repairs on his refrigerator and it continues to have the same issue after the warranty expired Upon receipt of MrL [redacted] complaint we researched and discovered that we made several attempts to repair the ice maker on his refrigerator during the warranty periodOur technician replaced the same part at least timesThe ice maker would work for a few months and then it would stop working againDue to the service history, we contacted MrL [redacted] and offered to add a one-year protection agreement on the refrigerator at no additional charge to MrL [redacted] The protection agreement would cover parts and labor for a yearMrL [redacted] accepted the offer and we scheduled serviceWe instructed MrL [redacted] to contact me if the refrigerator continues to have any issues after the repair is completed, and within the coverage periodWith that being said, since we have addressed the issue brought forth in MrL [redacted] complaint, we have closed our file We apologize to MrL [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction with the quality of her power washer and her request to return it for a refund We have Ms [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaintAs Ms [redacted] requested, the fact that her assigned case manager is a homeowner and owns a power washer makes her perfect fit in regards to her caseAs previously stated, while we understand that she was dissatisfied with the quality of the power washer and that it failed too soon, the fact remains that the power washer must be sent in for a warranty repair while it is still covered under the manufacturer’s warrantyIf our technician deems it non repairable then the unit will be replaced under warranty; otherwise, it will be repairedMs [redacted] can contact her case manager once she has dropped off the power washer at her local Sears store for repair and we will monitor the repair or replacementAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Sally [redacted]
September 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Clair K [redacted] Dear [redacted] We have completed the investigation of MsK [redacted] complaint regarding her recent online order experience and request for a refund Paola C [redacted] , Operations Manager for Unit ***, provided the following response: It is unfortunate that we failed MsK [redacted] expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the complaint filed, our store was able to reach MsK [redacted] on September 23, Accordingly, a refund was processed and a mail bank check was issuedMsK [redacted] can expect to receive the check in the mail within ten business days or by October 6, Additionally, we hope that in the future MsK [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsK [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, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Blaise [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding Sears Home Services and repairs to his refrigerator We have processed an in warranty exchange and Mr [redacted] ' new refrigerator has been ordered and is scheduled to be delivered to his home on September 24, There was no additional cost to Mr [redacted] Since it is our understanding that Mr [redacted] was satisfied with having his refrigerator replaced, we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
December 12, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return his purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMr [redacted] mentioned that he purchased the mower blades onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Mr [redacted] purchased the mower blades on October 1, 2016, and then attempted to return them on November 5, 2016, he was over the 30-day “hassle-free” return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for MrNadeau, when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr [redacted] request We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding Sears Home Services and repairs to her washerWe have a service call scheduled to have a technician verify Ms [redacted] concerns on July 19, Once the service call has been completed, we will provide an additional updateAlthough Ms [redacted] would prefer us to keep her case open until she feels her washer is working as designed, our agreement with the Revdex.com restricts the length of time a complaint can remain openMs [redacted] has our written commitment to repair the washer as called for in the terms and conditions of the protection agreement covering the washerTherefore we feel that keeping this case open during the interim is unwarranted and we ask respectfully request that this matter remain closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 15, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – MrsRobin [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her recent online order experience As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mrs [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mrs [redacted] ’s case, the order was fulfilled by [redacted] located at [redacted] ***, Email: [redacted] and telephone number ***) [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mrs [redacted] ’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After researching the notes in the order, we found that Sears Online contacted the seller since the purchase was made with a Third Party Marketplace VendorA return label was authorized and sent via email however on November 15, 2016, it appears that Mrs [redacted] requested that we cancel the label since the item had been repairedIn the interim, since it appears that this matter has been resolved, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Better Business BureauNorth Wabash Ave, Ste#2006Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding a refund from SearsWhen I spoke with [redacted] and informed him that we would make an exception to our return policy and allow him to return his washer, I explained that it can take 10/business days in which to receive his refundThat said the washer was returned and checked into the warehouse on October 30, We expect [redacted] will receive his refund check early next weekAdditionally, I have asked [redacted] to contact me directly as I ‘am his single point of contact for this issue, speaking with others who have no knowledge of the issue may give him improper informationWe truly apologize for the inconvenience and ask that this complaint remain closed pending further contactWe 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]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Clinton A***
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] Dear MsVirghes: We have completed the investigation of Ms[redacted] complaint regarding a refund she is waiting for from Sears [redacted] Operations Manager from the ***m Sears, provided the following response: A bank check in the amount of $has been processed and will be mailed to Ms[redacted] Typically a consumer can expect to receive a bank check within 10/days of processingIf Ms[redacted] has any additional concerns, I invite her to contact me at the store, I can be reached at ***XXX-XXXXSince it is my understanding that Ms[redacted] was satisfied with receiving the aforementioned refund, we ask that this complaint be closed We apologize to Ms[redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I heard from [redacted] operations manager, from the ***m Sears store and she told me on 10/22/that Sears is sending out a check for $ [redacted] told me the check would reach me within 6-weeks [redacted] regulatory claims specialist, at the ***m store says in his letter dated 10/22/that I should received the check in 10-daysI'll consider this claim 100% and totally resolved when I receive and deposit the checkI reserve the right to contact the Revdex.com of Chicago if I do not receive the check Sears has promised to meAnd, I thank the Revdex.com of Chicago for helping me to resolve this frustrating and time consuming issue
Complaint: [redacted] I am rejecting this response because: What was told to us by sales and the store are completely different than what they actually did Sincerely, Elaine S [redacted] Dear Ms [redacted] My rebuttal to Sears,On March 14, 2017, we purchased a Kenmore washer and dryer (order # [redacted] from Sears which happened to made by *** At the time of purchase we questioned the rear exhaust of the dryer as we needed a side exhaust, the manager Robert told us not to worry about that as [redacted] *** or [redacted] sold a rectangular adapter (called an adjustable periscope dryer vent) that would take care of that and we would not need the exhaust to be changed to the side We went and purchased the item he said to get but we could not use it as the dryer has a water pipe for steam that went into the back of the dryer and prohibited the adapter from fitting On March 20, we went back to the store and explained the problem and Robert said that they would exchange the dryer for the proper side exhausted that we needed and should have got in the first place At that time the dryer was out of stock so we had to wait for it come back in stock When the dryer was back in stock it was delivered on March 27,and installed but we discovered it no longer matched the washer we had because it was a different colorAgain we went back to the store and explained that the dryer did not match the wash machine and they were no longer a matching setRobert said that he would order us another dryer but before Robert ordered the dryer we asked if they could check the color before delivery to make sure it matched and we were told absolutely not We informed them that if we couldn’t get a matching pair we did not want them At that point we were informed that they would not take them back MrW [redacted] states that we were to contact [redacted] which he said I refused to do Something I never didI called the customer service department of [redacted] and talked to a woman there She understood my problem but said we were misinformed by Sears as once the Kenmore name is place on a product it no longer belongs to *** She said she wished she could help me but this was no longer her company’s problem it was Sears’ It was never once mentioned to me that there was a possibility of a color variation on the products I again contacted [redacted] through face book to see if the person I talked to earlier in customer service at [redacted] was telling me the correct information and I got the same reply (a copy of which is attached) We were told by Carol that the [redacted] Rep was the one that told her to have us contact *** never once did she say she personally talked to the company and that they discussed the color variations with her Nothing was ever discussed with us about there being a possibility of a shade difference, if that were the case why would they be selling something as a matched pair It would be like ordering a pair of shoes, which arrive being two different shades of a color, the store then telling you, you can’t return or exchange them because it’s just a cosmetic problem it won’t affect the wear of the shoes Would you accept that, of course not so why should we have to? We never once went into the store demanding that the washer and dryer be exchanged, their manager Robert told us that he was going to order both the washer and dryer He said that this is what he should have done [redacted] in the beginning in hopes they would be the same color We were told by the store that they could not open the boxes at the warehouse to check the colors but according to Sears Customer Solutions they couldAfter not hearing from Robert about the exchange we went to the store to find out what was going on We found out that MrW [redacted] refused to let him order the set He then said that he would try to order the washer only, but again MrW [redacted] refused We went into the store and asked for the paper work on the washer and dryer because there was a lot of confusion and he wanted to take them home to see if he could study them and try to understand what was going on As it turned out he never did get copies of all the paper work This was also noted by Sears Customer Solutions, who sent a directive to the store to straighten out the paper work as they too did not understand them He never said that he understood what was going on and that we would not fight the charges I never once went into the store as MrW [redacted] is stating and request a 25% refund for my purchase, nor did I request that I be reimbursed for laundry expenses As far as the day return or refund policy I was concerned about time running out as I had addressed it with both the Customer Solutions department and the stores Assistant Manager Scott (on May 3, 2017) and was reassured by both that the days didn’t matter as this problem came about well before the days were up and it was an ongoing problem As far as disputing a charge everyone has the option of disputing something that is not [redacted] and the store has no say as to whether you do or do not Naturally if your purchase is not correct you have the [redacted] to dispute it Apparently what we were told by the sales and store is completely different than what they actually did Something I don’t understand is that they have a Customer Solutions department which is supposed to be at the corporate level, they handed out directives to the store as what they are to do when a customer has a problem I talked to them at least three times and each time they sent the store a directive to take care of this problem but they refused to do so MrW [redacted] said that we could reach him during business hours by calling the number he furnished, but it was amazing because my husband tried numerous times during business hours and MrW [redacted] was either at lunch, in a meeting, out of the building, or on vacation It almost seemed that he was avoiding us The resolution that I would like is either they furnish me with a matching washer and dryer (same color) or allow me to return what I have for a full refund which we tried to do before the days were up We have been purchasing our appliances from Sears since we purchased our first home We found that the Kenmore name had the quality and features that we wanted in our appliances It was because of these reasons that we went back to Sears to purchase our new washer and dryer Apparently that has all changed, and Kenmore no longer has the quality or integrity that we have come to know and expect.Elaine S [redacted]
February 22, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: – James J [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] ’s complaint regarding his recent online order experience and request for a replacement or refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] ’s case, the order was fulfilled by SeaofDiamonds.com located at [redacted] ***, Los Angeles CA 90014, Email: [redacted] and telephone number [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] ’s records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After researching the notes in the order, we found that Sears Online issued a return UPS tracking number [redacted] on February 20, 2017, so Mr [redacted] can return the item for a refundIn addition, as a gesture of goodwill for the inconvenience, Sears issued 10,base Shop Your Way Rewards points ($value) into Mr [redacted] ’s Shop Your Way accountIn closure, since Sears coordinated a return with the seller, Sea of Diamonds on Mr [redacted] ’s behalf, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: #94565192- Judith Ann [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding some earrings she purchased over three years ago At this point in time, we have no way of knowing if the earrings Ms [redacted] has in her possession are the same ones we sold to herHowever, we can assure her that we inspect our jewelry regularly for quality and there have been no issuesFurthermore, Ms [redacted] only had days to return her merchandise if dissatisfiedThat point in time has long since passedWe want to note that even if Ms [redacted] had returned the earrings in that time frame, she would not have been provided with a refund for what she paid, not the retail price or value of the itemsWe are not obligated to provide Ms [redacted] with anything as we have pointed out, but we are willing to send her a check for what she paid as a courtesyMs [redacted] can expect her check within 7-business daysIn light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (512) [redacted] Tammie[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because:This lawn mower was brought in december as a giftI had my mechanic put oil in the lawn mower he is ASE certifiedI used the lawn mower times before the engine siziedIf no oil or little oil was put in I would not have made it through use of the lawn mower as I have a large lawnBefore I sent it back I check the oil there was none but you can tell I put it in as it was on the side of thecontainer that you put oil inI also was told that I would not have to pay for this when I dropped it off at the store because I Asked before I sent it outThe lawn mower only cost $It cost more to fix it then to buy a new oneI feel Sears got a bad engine on the lawn mower and should fix it or give me a new one at the same priceIf they still refuse to fix it or replace it I will take it to small claims court as I have no idea who look at my mower as it was sent out and not look at a local repair garage Sincerely, [redacted]
January 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her washer and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her washer After reviewing the notes in our service system, our office authorized a replacement under Ms***’ Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current washer, it was determined that $would provide her with a comparable replacement under her MPA Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her Ms [redacted] will need to provide the telephone number on record, ( [redacted] , to verify the replacement authorization The new washer will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty until August 25, 2017; the manufacturer’s warranty will remain in effect for one-year from the date of deliveryLastly, we have processed a $laundry reimbursement check for Ms [redacted] for customer satisfaction With that said, since we are providing Ms [redacted] with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
April 19, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problems he encountered when he attempted to drop off his lawn mower for a warranty repair; as well as the customer service he received when he called in for assistance We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr [redacted] expectations when he called our tech support line for assistanceWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe can assure Mr [redacted] that any variance from our accepted business practices and policies will be addressed We contacted Mr [redacted] and he mentioned that he was instructed to take the lawn mower to the Harlingen store location, but when he arrived the manager informed him that they no longer accept repair drop offsThe store manager provided him the information for a drop-off location in his areaMr [redacted] confirmed that he dropped off the lawn mower for the warranty repairAfter a week, he was contacted by the repair center that his warranty claim was denied by SearsMr [redacted] was informed that the carburetor would need to be replaced because the technician found water in the gasMr [redacted] inquired why the warranty would not cover the carburetor repair, but the repair center was unable to answerHe was informed that it could be repaired, but that it would need a carburetor, spark plug, and oil change, and air filterMr [redacted] did not approve the repair and stated that he had just replaced some of those partsWe advised Mr [redacted] that the warranty repair was denied because the technician found water in the gasAccording to the manual, the warranty will not cover preventive maintenance or repairs necessary due to improper fuel mixture, contaminated or stale fuelWe advised Mr [redacted] that due to the technician’s findings, he would be responsible for the cost of the repairWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Boris [redacted]
November 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Michael [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] rebuttal to our previous response Our records show that the appointment for November 4, 2016, was rescheduled because the parts needed to complete the repair had not arrived There are notes indicating that Mr [redacted] was told that the technician was in route We can only apologize if he was provided with this misinformation As to food loss, since Mr [redacted] does not currently carry a protection agreement, he is not entitled to food loss reimbursement However, as a one-time courtesy, we will send him a check for $to off-set any food loss he may have incurredThe check should be received in the next two weeks With that said, since we not noted Mr [redacted] additional comments and addressed his concerns accordingly, we have closed our file Again, we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Alison Q [redacted]
December 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Roger L [redacted] Dear [redacted] We have completed the investigation of MrL [redacted] complaint regarding his dissatisfaction with the multiple repairs on his refrigerator and it continues to have the same issue after the warranty expired Upon receipt of MrL [redacted] complaint we researched and discovered that we made several attempts to repair the ice maker on his refrigerator during the warranty periodOur technician replaced the same part at least timesThe ice maker would work for a few months and then it would stop working againDue to the service history, we contacted MrL [redacted] and offered to add a one-year protection agreement on the refrigerator at no additional charge to MrL [redacted] The protection agreement would cover parts and labor for a yearMrL [redacted] accepted the offer and we scheduled serviceWe instructed MrL [redacted] to contact me if the refrigerator continues to have any issues after the repair is completed, and within the coverage periodWith that being said, since we have addressed the issue brought forth in MrL [redacted] complaint, we have closed our file We apologize to MrL [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s rebuttal to the response we provided regarding her dissatisfaction with the quality of her power washer and her request to return it for a refund We have Ms [redacted] ’s rebuttal, and we do not find that she has brought any new information to her complaintAs Ms [redacted] requested, the fact that her assigned case manager is a homeowner and owns a power washer makes her perfect fit in regards to her caseAs previously stated, while we understand that she was dissatisfied with the quality of the power washer and that it failed too soon, the fact remains that the power washer must be sent in for a warranty repair while it is still covered under the manufacturer’s warrantyIf our technician deems it non repairable then the unit will be replaced under warranty; otherwise, it will be repairedMs [redacted] can contact her case manager once she has dropped off the power washer at her local Sears store for repair and we will monitor the repair or replacementAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Sally [redacted]
September 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Clair K [redacted] Dear [redacted] We have completed the investigation of MsK [redacted] complaint regarding her recent online order experience and request for a refund Paola C [redacted] , Operations Manager for Unit ***, provided the following response: It is unfortunate that we failed MsK [redacted] expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the complaint filed, our store was able to reach MsK [redacted] on September 23, Accordingly, a refund was processed and a mail bank check was issuedMsK [redacted] can expect to receive the check in the mail within ten business days or by October 6, Additionally, we hope that in the future MsK [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted MsK [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, Eligia C [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Blaise [redacted] #[redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding Sears Home Services and repairs to his refrigerator We have processed an in warranty exchange and Mr [redacted] ' new refrigerator has been ordered and is scheduled to be delivered to his home on September 24, There was no additional cost to Mr [redacted] Since it is our understanding that Mr [redacted] was satisfied with having his refrigerator replaced, we ask that this complaint be closed We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
December 12, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return his purchase after the 30-day return period As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyMr [redacted] mentioned that he purchased the mower blades onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Mr [redacted] purchased the mower blades on October 1, 2016, and then attempted to return them on November 5, 2016, he was over the 30-day “hassle-free” return period We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for MrNadeau, when no one else has received oneThe policy is for any refund or exchange it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr [redacted] request We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]