December 19, [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 recent online order experience and request to have the items shipped to her It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order we found that a full refund had been issued on November 28, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn 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 17, [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 recent online order experience and request for a refund of $ We would first like to apologize for any inconvenience Ms [redacted] experienced with this orderWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that Sears Online issued a refund of $For Ms [redacted] records the refund receipt number is [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Ms [redacted] have any questions regarding the refund, she may contact me directly at [redacted] In the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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, Tracy B***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] complaint regarding a refrigerator purchased from Sears Outlet [redacted] Sears Outlet Support Specialist provided the following response: Our records indicate that the Sears Outlet Team promptly refunded Mrand Mrs [redacted] on October 12, Sales check [redacted] references the refund in the amount of $1,The credit will post to the credit card used to complete the purchase within 3-business daysTo also satisfy Mrand Mrs***, we have also issued a $gift card, which will be mailed (via [redacted] to the [redacted] home address within 3-business daysThe tracking number for the gift card is [redacted] We have notified Mrand Mrs [redacted] via email regarding the refund and the gift cardAt this time, since we have noted the actions taken by Sears Outlet, we ask that this complaint be closedWe apologize to Mrand Mrs [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]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding his dissatisfaction that the refrigerator failed too soon and the problems he encountered with the exchange It is unfortunate that we failed Mr***’s expectations when he recently requested an additional exchange of the refrigeratorWe value Mr***’s patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Upon receipt of Mr***’s complaint we research the notes on the online order and delivery notes regarding the refrigeratorOn July 19, we contacted Mr [redacted] and informed him that we were unable to locate any notes offering or the processing of a second exchange on the refrigeratorHowever, there were notes that he called on July 5, to check the status of the exchange and was told there was no order in the systemFor customer satisfaction, and due to the fact that the delivered refrigerator was having the same problem, we offered to process another exchangeRegrettably the model Mr [redacted] preferred was not available and he selected another modelThe exchange was processed and the expected delivery date is set for August 9, For his inconvenience, we also offered to add $worth of Shop Your Reward Points to Mr***’s accountHe accepted the offer and the reward points were added on August 4, Since we have provided Mr [redacted] a resolution that met with his approval, 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, Matilda Seelig Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct [email protected]
November 21, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – MrsVicki [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her recent online order experience and request for a full refund It is unfortunate that we failed Mrs [redacted] expectations when she attempted to have this matter resolvedWe value her patronage and 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 notes in the order, we found that the product had been returned to the local storeAs such, it is the store that would then need to issue the refundAccordingly, on November 7, 2016, the local store was able to process the refund of $and the haul away fee was refunded on November 15, Additionally, we hope that in the future MrsGraff will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we have confirmed that 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.) I accept because I got my money backI am unhappy that I had to file with Revdex.com to get my refund from a company that sold me and did not have the product but just took my money and then try to keep itSHAME ON SEARS
February 21, [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 dissatisfaction her recent service experience Our Service Supervisor for Ms [redacted] area, Shane, has spoken with Ms [redacted] regarding what occurredUnfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customers In this case, it seems that an ill technician was part of the problemIt is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occurA repair was scheduled for February 2, and the necessary repair was made to the light bulb housingWe want to assure Ms [redacted] that we appreciate her patronage and that we will be investigating what occurred with her pone interactions so that they may be addressedAs an apology for the delays she experienced, we have purchased an additional months of coverage on her behalf for the microwaveThe coverage now ends on August 24, and a certificate should arrive at her home within 4-weeksIn light of the aforementioned information, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Thank you for finally issuing a refund as well as providing me with the gift cardI do hope future purchases with Sears are much smoother transactions! I definitely appreciate that this has been resolvedThank you again
July 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his request for a refund of the diagnostic fee At the time Mr [redacted] called to schedule service through Sears Home Services, he was apprised that since his tractor was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairsThere will be no charge for this estimate if you proceed with the repair If you choose not to have your repaired, you will be charged a non-refundable fee of $96.00.” This does not mean that the trip charge is refunded when the repair is completedIt simply means that the diagnostic fee is incorporated into the labor cost and is not a separate fee We apologize for any misunderstanding regarding the trip charge but Mr [redacted] is not entitled to a refundWith that said, since Mr [redacted] was previously offered $in Shop Your Way Reward points, but declined, we are willing to issue a $credit to Mr [redacted] account as an alternative resolution If Mr [redacted] would like to accept this offer, he may send an email to [redacted] In the interim, since we explained why we are unable to honor Mr [redacted] request, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request to receive the missing packages of socks he ordered It is unfortunate that we failed Mr [redacted] expectations when he placed his online orderWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experiencedAfter reviewing the notes in the order, we found that Sears Online issued a refund for the socks in question on December 12, Accordingly, a credit of $was issued back to the Shop Your Way Reward account and $back to the credit cardAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [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
August 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 his dissatisfaction with our customer service and non-receipt of a full refund for his canceled sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records show that refunds of $32.09, $16.04, $10.69, and $were issued to Mr [redacted] account on July 28th, An additional refund of $1,was issued to his [redacted] account on August 1, 2016, and appears to have been issued a second time by mail check As such, Mr [redacted] has been refunded in full for his sears.com order However, it may be important to note that any check that we may have issued erroneously would be considered an over-credit and subject to stop payment action upon the completion of our investigation At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and his [redacted] account has been credited the full amount of his order 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] ***
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Rashad [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding modem All sales are final at stores undergoing liquidation and this is posted in the stores as well as on the receiptsHowever, if an item is defective, an exception will be madeWe apologize for many misunderstandingIf Mr [redacted] will visit the sore and ask for Jeff or Larry, he will be provided with a refundIn the meantime, we respectfully ask that this matter be considered closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] @searshc.com
September 13, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Cassey [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her washer repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her washer repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] ’s complaint, we reviewed our service system and found that she was scheduled to have a technician return to her home on September 12, On September 8, 2016, Ms [redacted] cancelled the appointment Member Advocate Tina Falconer was able to reach Ms [redacted] on September 13, 2016, to see if she wished to reschedule and Ms [redacted] advised that she did not wish to proceed with the repair; she planned to repair the washer herself With that said, since we have documented Ms [redacted] ’s concerns with the repair process, and it is our understanding she no longer wishes assistance with her washer repair, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
June 21, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with several repairs to his replacement refrigerator and his request to receive a different refrigeratorUnder [redacted] warranty, and the transferred coverage of the Service Smart Agreement (SSA) that was applied to the replacement refrigerator, he does not meet the criteria for a refund or exchange and he is outside the day window from the date of purchase in which that would have been option without meeting any conditionsWith that said, we can also understand why [redacted] might be uneasy considering the history of his previous refrigerator purchaseThat is why we are willing to make a one-time courtesy exception and allow him to select another refrigerator for the same purchase as what he spent on the current refrigeratorThat amount prior to tax was $Our records indicate that on June 2nd, [redacted] was advised to reselect a new refrigerator and call our customer support group back with the item numberThere are no notes after that and it does not appear that a replacement was ever processedAt this point, [redacted] is welcome to look online or in a local Sears store to see what other model he would likeHe can then call me with that item number and I will process the exchange for him either over the phone or via emailIf he selects something with a sales price of $or less before the tax, he will owe nothing out of pocket to have us deliver the new refrigerator and remove the oldIf he selects something more, he would just owe the difference and any tax on that differenceIf he selects something for less then he would forfeit any differenceI can be reached via email at [redacted] or via phone at [redacted] It is important that [redacted] contact me for this processing as it is not something that can be done at any of our storesIn the interim, since we are willing to honor [redacted] requested resolution even though he does not yet meet the terms normally to receive this, we have closed our fileWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding Sears Home Services and repairs to his air conditionerSears Home Services has authorized the replacement of Mr [redacted] ’s air conditionerThe approval has been sent to the Sears in YonkersAll Mr [redacted] has to do is go to Sears and advise his sales associate that his air conditioner has been approved for replacementThe authorization can be found by the sales associate by using the phone number ending in ***Sears will cover the delivery and installation of the new unit if neededSince we have approved Mr [redacted] ’s air conditioner for replacement, our file has been closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
October 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Eva-beth [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s rebuttal to the response we provided regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period We have Ms***’s rebuttal, and we do not find that she has brought any new information to her complaintAs previously stated, Ms [redacted] purchased the clothes online and a link to view the return policy online is listed below the description of the items we sellIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Ms [redacted] mentioned in her rebuttal that “Sears referenced that their return policy aligns with other department stores which is untrue at least for stores found in my area”We would like to clarify that we stated, “ most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different”Which is true, each retailer she listed has set their own parameters for their returnsWhile we understand that Ms [redacted] was dissatisfied with the time frame of our return policy, the fact remains that it was posted online for her review at the time of her purchaseAs far as Ms***’s request to return for a refund is concerned, we did not find that this was warranted, particularly since she is over our 30-day return periodAs 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com
January 26, [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 dissatisfaction with our customer service and non-receipt of her sears.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reviewed Ms [redacted] order and confirmed that separate packages were delivered to her December 19th and 20th under tracking numbers [redacted] , [redacted] , and [redacted] Our records indicate that Ms [redacted] contacted sears.com customer service one time on December 20, 2016, but disconnected from the call before our agent could provide her with this information If Ms [redacted] still has questions or concerns about her order, she may contact sears.com customer service at the telephone number or email address shown on her order confirmation for further assistance At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed since we have noted Ms [redacted] comments We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
October 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Joana S [redacted] Dear [redacted] We have completed the investigation of MsS [redacted] complaint regarding the charges she incurred for the in-home service visit for her refrigerator and her request for a refund As clarification, MsS [redacted] has a service contract on her refrigerator that his held by [redacted] Service that requires MsS [redacted] pay a $deductible for a service visitWe are contracted by [redacted] to provide warranty service and any questions regarding their terms should be directed to [redacted] On June 8, our technician assessed the refrigerator and determined that the ice maker would need to be replacedUnfortunately, her warranty does not cover this type of service and MsS [redacted] declined any further serviceThe technician noted that MsS [redacted] refused to pay her deductibleSince we are entitled to receive payment, MsS [redacted] was invoiced for the amount due We contacted MsS [redacted] and she confirmed that she paid the invoice and provided the reference number for the paymentWe received confirmation that the payment was received on September 2, As a good-will gesture, we offered MsS [redacted] a $refund on the deductible that she paidOn October 25, we issued MsS [redacted] a $bank check that will be sent via regular mailWith that being said, since we have addressed the issue brought forth in MsS [redacted] ’s complaint, we have closed our file We apologize to MsS [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]
October 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # - Kathleen A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her dissatisfaction with our appointment availability in her area for the repair of her tractor It is unfortunate that we failed Ms [redacted] 's expectations when she contacts us to schedule a tractor repairWe understand her concern about the length of time to service, especially with equipment that may be used on a fairly regularlyRegrettably, there are limited technicians in her area that are qualified and meet our hiring requirements to service lawn equipmentAs a courtesy, Ms [redacted] was offered $per week for lawn care reimbursement (up to $max amount) that will be processed after the repair is completedWe want to assure Ms [redacted] that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further Mercedes [redacted] and Ethel [redacted] , Customer Advocates for Unit 8035, contacted Ms [redacted] to discuss her concernsThey offered to monitor the service and help expedite the current repair on the tractorAccording to our records, on October 3, the technician diagnosed the problem with the tractor and was able to replace some partsRegrettably, the technician did have to order some partsWe scheduled the technician to return on October 9, to install the partsWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms [redacted] 's issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
December 19, [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 recent online order experience and request to have the items shipped to her It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order we found that a full refund had been issued on November 28, Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn 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 17, [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 recent online order experience and request for a refund of $ We would first like to apologize for any inconvenience Ms [redacted] experienced with this orderWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we confirmed that Sears Online issued a refund of $For Ms [redacted] records the refund receipt number is [redacted] Additionally, we hope that in the future Ms [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponShould Ms [redacted] have any questions regarding the refund, she may contact me directly at [redacted] In the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
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, Tracy B***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mrand Mrs [redacted] complaint regarding a refrigerator purchased from Sears Outlet [redacted] Sears Outlet Support Specialist provided the following response: Our records indicate that the Sears Outlet Team promptly refunded Mrand Mrs [redacted] on October 12, Sales check [redacted] references the refund in the amount of $1,The credit will post to the credit card used to complete the purchase within 3-business daysTo also satisfy Mrand Mrs***, we have also issued a $gift card, which will be mailed (via [redacted] to the [redacted] home address within 3-business daysThe tracking number for the gift card is [redacted] We have notified Mrand Mrs [redacted] via email regarding the refund and the gift cardAt this time, since we have noted the actions taken by Sears Outlet, we ask that this complaint be closedWe apologize to Mrand Mrs [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]
August 4, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr***’s complaint regarding his dissatisfaction that the refrigerator failed too soon and the problems he encountered with the exchange It is unfortunate that we failed Mr***’s expectations when he recently requested an additional exchange of the refrigeratorWe value Mr***’s patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr [redacted] may have experiencedWe want to assure Mr [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further Upon receipt of Mr***’s complaint we research the notes on the online order and delivery notes regarding the refrigeratorOn July 19, we contacted Mr [redacted] and informed him that we were unable to locate any notes offering or the processing of a second exchange on the refrigeratorHowever, there were notes that he called on July 5, to check the status of the exchange and was told there was no order in the systemFor customer satisfaction, and due to the fact that the delivered refrigerator was having the same problem, we offered to process another exchangeRegrettably the model Mr [redacted] preferred was not available and he selected another modelThe exchange was processed and the expected delivery date is set for August 9, For his inconvenience, we also offered to add $worth of Shop Your Reward Points to Mr***’s accountHe accepted the offer and the reward points were added on August 4, Since we have provided Mr [redacted] a resolution that met with his approval, 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, Matilda Seelig Regulatory Complaint Specialist Sears Holdings Corporation 512-248-direct [email protected]
November 21, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – MrsVicki [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] complaint regarding her recent online order experience and request for a full refund It is unfortunate that we failed Mrs [redacted] expectations when she attempted to have this matter resolvedWe value her patronage and 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 notes in the order, we found that the product had been returned to the local storeAs such, it is the store that would then need to issue the refundAccordingly, on November 7, 2016, the local store was able to process the refund of $and the haul away fee was refunded on November 15, Additionally, we hope that in the future MrsGraff will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, since we have confirmed that 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.) I accept because I got my money backI am unhappy that I had to file with Revdex.com to get my refund from a company that sold me and did not have the product but just took my money and then try to keep itSHAME ON SEARS
February 21, [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 dissatisfaction her recent service experience Our Service Supervisor for Ms [redacted] area, Shane, has spoken with Ms [redacted] regarding what occurredUnfortunately, we do have times where the demand for service outweighs the technicians on hand and we are aware of how frustrating this can be for our customers In this case, it seems that an ill technician was part of the problemIt is a problem that we are aware of and we are pursuing solutions that will provide better options for our customers when these situations occurA repair was scheduled for February 2, and the necessary repair was made to the light bulb housingWe want to assure Ms [redacted] that we appreciate her patronage and that we will be investigating what occurred with her pone interactions so that they may be addressedAs an apology for the delays she experienced, we have purchased an additional months of coverage on her behalf for the microwaveThe coverage now ends on August 24, and a certificate should arrive at her home within 4-weeksIn light of the aforementioned information, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Thank you for finally issuing a refund as well as providing me with the gift cardI do hope future purchases with Sears are much smoother transactions! I definitely appreciate that this has been resolvedThank you again
July 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his request for a refund of the diagnostic fee At the time Mr [redacted] called to schedule service through Sears Home Services, he was apprised that since his tractor was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $Below is an excerpt from the call taker’s script pertaining to scheduling service: “Your technician will provide you with a detailed estimate for the cost of repairsThere will be no charge for this estimate if you proceed with the repair If you choose not to have your repaired, you will be charged a non-refundable fee of $96.00.” This does not mean that the trip charge is refunded when the repair is completedIt simply means that the diagnostic fee is incorporated into the labor cost and is not a separate fee We apologize for any misunderstanding regarding the trip charge but Mr [redacted] is not entitled to a refundWith that said, since Mr [redacted] was previously offered $in Shop Your Way Reward points, but declined, we are willing to issue a $credit to Mr [redacted] account as an alternative resolution If Mr [redacted] would like to accept this offer, he may send an email to [redacted] In the interim, since we explained why we are unable to honor Mr [redacted] request, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
December 29, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request to receive the missing packages of socks he ordered It is unfortunate that we failed Mr [redacted] expectations when he placed his online orderWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedWe can only reiterate that we do not approve of the manner in which he was treated and that we truly regret any inconvenience he may have experiencedAfter reviewing the notes in the order, we found that Sears Online issued a refund for the socks in question on December 12, Accordingly, a credit of $was issued back to the Shop Your Way Reward account and $back to the credit cardAdditionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [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
August 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 his dissatisfaction with our customer service and non-receipt of a full refund for his canceled sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, our records show that refunds of $32.09, $16.04, $10.69, and $were issued to Mr [redacted] account on July 28th, An additional refund of $1,was issued to his [redacted] account on August 1, 2016, and appears to have been issued a second time by mail check As such, Mr [redacted] has been refunded in full for his sears.com order However, it may be important to note that any check that we may have issued erroneously would be considered an over-credit and subject to stop payment action upon the completion of our investigation At this time, we can only reiterate that we truly regret any inconvenience Mr [redacted] may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and his [redacted] account has been credited the full amount of his order 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] ***
August 5, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Rashad [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding modem All sales are final at stores undergoing liquidation and this is posted in the stores as well as on the receiptsHowever, if an item is defective, an exception will be madeWe apologize for many misunderstandingIf Mr [redacted] will visit the sore and ask for Jeff or Larry, he will be provided with a refundIn the meantime, we respectfully ask that this matter be considered closed Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] @searshc.com
September 13, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Cassey [redacted] - # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her washer repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to her washer repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] ’s complaint, we reviewed our service system and found that she was scheduled to have a technician return to her home on September 12, On September 8, 2016, Ms [redacted] cancelled the appointment Member Advocate Tina Falconer was able to reach Ms [redacted] on September 13, 2016, to see if she wished to reschedule and Ms [redacted] advised that she did not wish to proceed with the repair; she planned to repair the washer herself With that said, since we have documented Ms [redacted] ’s concerns with the repair process, and it is our understanding she no longer wishes assistance with her washer repair, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist
June 21, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with several repairs to his replacement refrigerator and his request to receive a different refrigeratorUnder [redacted] warranty, and the transferred coverage of the Service Smart Agreement (SSA) that was applied to the replacement refrigerator, he does not meet the criteria for a refund or exchange and he is outside the day window from the date of purchase in which that would have been option without meeting any conditionsWith that said, we can also understand why [redacted] might be uneasy considering the history of his previous refrigerator purchaseThat is why we are willing to make a one-time courtesy exception and allow him to select another refrigerator for the same purchase as what he spent on the current refrigeratorThat amount prior to tax was $Our records indicate that on June 2nd, [redacted] was advised to reselect a new refrigerator and call our customer support group back with the item numberThere are no notes after that and it does not appear that a replacement was ever processedAt this point, [redacted] is welcome to look online or in a local Sears store to see what other model he would likeHe can then call me with that item number and I will process the exchange for him either over the phone or via emailIf he selects something with a sales price of $or less before the tax, he will owe nothing out of pocket to have us deliver the new refrigerator and remove the oldIf he selects something more, he would just owe the difference and any tax on that differenceIf he selects something for less then he would forfeit any differenceI can be reached via email at [redacted] or via phone at [redacted] It is important that [redacted] contact me for this processing as it is not something that can be done at any of our storesIn the interim, since we are willing to honor [redacted] requested resolution even though he does not yet meet the terms normally to receive this, we have closed our fileWe apologize to [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory Complaints [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding Sears Home Services and repairs to his air conditionerSears Home Services has authorized the replacement of Mr [redacted] ’s air conditionerThe approval has been sent to the Sears in YonkersAll Mr [redacted] has to do is go to Sears and advise his sales associate that his air conditioner has been approved for replacementThe authorization can be found by the sales associate by using the phone number ending in ***Sears will cover the delivery and installation of the new unit if neededSince we have approved Mr [redacted] ’s air conditioner for replacement, our file has been closedWe 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 concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
October 3, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Eva-beth [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’s rebuttal to the response we provided regarding the problem she encountered when she attempted to return her online purchase after the 30-day return period We have Ms***’s rebuttal, and we do not find that she has brought any new information to her complaintAs previously stated, Ms [redacted] purchased the clothes online and a link to view the return policy online is listed below the description of the items we sellIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policy Ms [redacted] mentioned in her rebuttal that “Sears referenced that their return policy aligns with other department stores which is untrue at least for stores found in my area”We would like to clarify that we stated, “ most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different”Which is true, each retailer she listed has set their own parameters for their returnsWhile we understand that Ms [redacted] was dissatisfied with the time frame of our return policy, the fact remains that it was posted online for her review at the time of her purchaseAs far as Ms***’s request to return for a refund is concerned, we did not find that this was warranted, particularly since she is over our 30-day return periodAs 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ***-***- [redacted] direct Matilda[redacted] @searshc.com
January 26, [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 dissatisfaction with our customer service and non-receipt of her sears.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we have reviewed Ms [redacted] order and confirmed that separate packages were delivered to her December 19th and 20th under tracking numbers [redacted] , [redacted] , and [redacted] Our records indicate that Ms [redacted] contacted sears.com customer service one time on December 20, 2016, but disconnected from the call before our agent could provide her with this information If Ms [redacted] still has questions or concerns about her order, she may contact sears.com customer service at the telephone number or email address shown on her order confirmation for further assistance At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We respectfully ask to have this matter closed since we have noted Ms [redacted] comments We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
October 25, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Joana S [redacted] Dear [redacted] We have completed the investigation of MsS [redacted] complaint regarding the charges she incurred for the in-home service visit for her refrigerator and her request for a refund As clarification, MsS [redacted] has a service contract on her refrigerator that his held by [redacted] Service that requires MsS [redacted] pay a $deductible for a service visitWe are contracted by [redacted] to provide warranty service and any questions regarding their terms should be directed to [redacted] On June 8, our technician assessed the refrigerator and determined that the ice maker would need to be replacedUnfortunately, her warranty does not cover this type of service and MsS [redacted] declined any further serviceThe technician noted that MsS [redacted] refused to pay her deductibleSince we are entitled to receive payment, MsS [redacted] was invoiced for the amount due We contacted MsS [redacted] and she confirmed that she paid the invoice and provided the reference number for the paymentWe received confirmation that the payment was received on September 2, As a good-will gesture, we offered MsS [redacted] a $refund on the deductible that she paidOn October 25, we issued MsS [redacted] a $bank check that will be sent via regular mailWith that being said, since we have addressed the issue brought forth in MsS [redacted] ’s complaint, we have closed our file We apologize to MsS [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]
October 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # - Kathleen A [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] 's complaint regarding her dissatisfaction with our appointment availability in her area for the repair of her tractor It is unfortunate that we failed Ms [redacted] 's expectations when she contacts us to schedule a tractor repairWe understand her concern about the length of time to service, especially with equipment that may be used on a fairly regularlyRegrettably, there are limited technicians in her area that are qualified and meet our hiring requirements to service lawn equipmentAs a courtesy, Ms [redacted] was offered $per week for lawn care reimbursement (up to $max amount) that will be processed after the repair is completedWe want to assure Ms [redacted] that her feedback regarding the service availability in her area is greatly appreciated and it will give us the opportunity to remedy any problem that may exist and help to improve our service further Mercedes [redacted] and Ethel [redacted] , Customer Advocates for Unit 8035, contacted Ms [redacted] to discuss her concernsThey offered to monitor the service and help expedite the current repair on the tractorAccording to our records, on October 3, the technician diagnosed the problem with the tractor and was able to replace some partsRegrettably, the technician did have to order some partsWe scheduled the technician to return on October 9, to install the partsWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Ms [redacted] 's issue is not resolved to her satisfaction, she can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask to have this matter closed at this time 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com