December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his grill
We have shipped the necessary parts to Mr*** residence free of charge as he requestedWe want to apologize to Mr*** and assure him that we now have a process in place that should prevent any further such occurrencesIn light of the aforementioned information, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Stacy ***
Complaint: ***
I am rejecting this response because: From this point on 10-10-I'm no longer doing business with Sears.com and will have family and friends stop doing business with this company Every dollar counts and I'm not the only consumer you're losing
Sincerely,
Tracy ***
August 18,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Martin ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding the lawn tractor that he purchased on May
We
apologize that Mr***'s lawn tractor failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer
After reviewing Mr***'s complaint and our records, we contacted our service department and were informed that a service appointment was completed on August to complete the repair that Mr***'s lawn tractor neededWe contacted Mr*** on August and confirmed that he is satisfied with the outcome and appreciated the attention and care given to his situation, along with the constant communicationAt this time, we have closed our files
We and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-***
i***@searsch.com
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** Dear *** *** We have completed the investigation
of Mr*** complaint regarding some chairs he purchased recently District Manager *** *** provided the following response: I have spoken with Mr*** in regard to this issueUnfortunately, it seems that the chairs Mr*** has were assembled incorrectly when they were being put together on the assembly line at the factoryA set of chairs was sent via overnight freight to Mr***We sincerely apologize for any inconvenience Mr*** may have experienced as a result of this issue and we want to assure him that we are taking steps to prevent any further such occurrencesShould Mr*** have any further concerns, he may ask for *** ***, the Store Manager, anytime he is in the store or he may be reached during business hours at *** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Marie *** Dear Ms* ***: We have completed the investigation of Ms*** complaint regarding Sears Garage Solutions*** *** Sears Garage Solutions,
Support Specialist provided the following response: It is unfortunate that we failed Ms*** expectations when she called Sears for service on her garage door openerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns were forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWhen I spoke to Ms*** on January 5, 2016, she informed me that her opener was working fineIf I can be of any additional assistance to Ms***, she can reach me at ***Since we have confirmed the completed repairs to Ms*** garage door opener, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
May 31, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have
completed the investigation of Mr*** complaint regarding his service contract It was our understanding that Mr*** had spoken with our Service Contracts Department and they had presented a resolution that he found to be satisfactoryAs such, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *
** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order experience
and request for a full 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 MsStern placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** *** located at *** *** *** *** *** ** *** with an email address of *** and telephone number (*** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** 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 SITEReturns 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 reviewing the notes in the order we found that a refund of $and $was processed on March 23, Both amounts were credited back to *** *** *** account ending in *** This credit will normally post to her account within to business daysIn closure, since we have confirmed that a full refund has been provided, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
April 5, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the amount he
says he was overcharged once his service was completed. We were able to review the documentation that *** *** sent in to our customer support group, and this helped us discover what the problem wasThe receipt he sent over was for the estimate for the repair and it included a coupon discount of 25%When his service order was closed out and the actual charges were placed against the credit card, this discount was not present on the receiptAdditionally, there were some increases that had recently been applied to some job codes and the labor for the repair had increased from $to $143.00, though *** *** should not have been charged the new fee as the old one had been “locked” in by the estimateUnfortunately, our customer support group did not realize this and they denied *** *** request for a refund. With that said, after applying the correct job code fee and the 25% discount, we found that *** *** was entitled to receive a refund of $back to his *** ending in *** If he could contact me and provide the first digits of his digit *** ending in *** I would be able to see if a refund was processed by any other group and if not, I would be able to process on the spotOnce the refund is entered, it typically takes about 1-business days for the card issuer to post the credit to the account*** *** is welcome to contact me via email at *** or via phone at *** I would stress that I do not need the security code or the expiration date of the card as these are not needed to process a refundIn the interim, since we are willing to issue the aforementioned refund and are only awaiting contact from *** *** in order to process this, we have closed our file. We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** *** ***
April 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with our
customer service and inability to cancel his layaway order It is unfortunate that we failed *** *** expectations when he recently used Sears layawayWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure him that his concerns have been forwarded to management for review Our layaway terms are posted within our stores, on our receipts, and on our website. These terms specifically state that customers may cancel a layaway contract and receive a refund of their payments minus the Service and Cancellation Fees. Cancellation can be performed only by the person who opened the layaway account by accessing their online profile or by visiting the store. With that having been said, our records indicate that a refund of $was issued to *** *** *** account on April 19, 2016. This amount is the sum of his payments, less the stated layaway fee and cancellation fee. At this time, we can only reiterate that we regret any misinformation *** *** may have been provided about the cancellation process. Additionally, we hope that in the future he will allow us an 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 *** *** comments and provided the appropriate refund We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
October 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding her purchased appliance
After reviewing *** *** complaint and our records, we were able to determine that when *** *** purchased her dryer, there were no instructions in regards to having the vent and door swing set to her expectationsCurrently there is a pending manual work order to have the dryer vented and door swing set for *** *** for October 23, Once we correct the venting, we are re-delivering *** *** dryer on October 24, If *** *** has any questions or concerns, she may contact us directly at *** *** *** Since we were able to provide a resolution that was to *** *** satisfaction, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
*** ***
***
Initial Business Response /* (1000, 8, 2015/05/20) */
May 20,
***
***
***
***
***
***
We have completed our investigation of *** complaint regarding the belt
breaking after only hours of use
On receipt of *** complaint we reached out to the service unit***, the area Technical Manager contacted *** and arranged to service the tractor and replace the belt at no cost to ***This service was completed on May 19, If *** is still in need of assistance he can contact*** directly at ***In the mean time since we have repaired *** tractor we have closed our case
We apologize to *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
***
***
Initial Consumer Rebuttal /* (2000, 10, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The mower belt was replaced under warrantyThe technician who replaced the belt mentioned that was most likely installed improperly at the factory which led to it snapping
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and
request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronage After reviewing the notes in the order, we found that it had been cancelledAccordingly, a refund was processed on May 2, Additionally, we hope that in the future MsN*** 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 Ms*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding service for her dryer We would first like to point out
that *** *** *** *** (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract With that being said CCHS informed Sears that the repairs on the dryer were completed by a third party service technician; a gas valve and control board were replacedSince it is our that Ms*** dryer was repaired and we have noted her candid feedback we have closed this case We apologize to MsSadler on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The original request for service was because the air conditioner was not working, not for a 'yearly inspection, nor was the second request for 'yearly service'; those two and the third request was again because of air conditioner not working. The technician had the part on his truck. My complaint is that it should not take Sears two weeks to repair an air conditioner for Arizona summers and not even allow the customer to hire a local contractor to fix the unit. Sears does not answer the issue...Why force a customer to 'Live with it" for two weeks with needless 'repairs' / 'yearly inspections'?
Sincerely,
Bill R***
February 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding
some ornaments he ordered recently As clarification, our Return Policy is listed online and it notes: “Christmas season items cannot be returned after December Christmas items purchased after December are final sales and cannot be returned.” Despite this fact, we are making an exception in Mr*** case as a courtesy, and we are sending a $gift card to his home addressThe gift card should arrive within 10-business days In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
April 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the online order
experience and request for a refund It is unfortunate that we failed *** expectations and can understand how the series of events detailed 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 Sears Online agreed to issue the refund in full without the piand return of the merchandiseSears Online has made multiple attempts to *** *** *** regarding this matter however they have not received a response to dateIf *** *** and *** *** agreed to the refund without a return then we ask that they contact us directly via email at *** Additionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** ***’s 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bridget M*** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer First, we would
like to apologize to Ms*** for failing her expectations in regard to her washer. Upon researching Ms***’s concerns, we found that she purchased the washer on September 3, 2012, and accepted delivery of the unit on November 16, 2012. Since 2012, Ms*** has had one service call completed; on July 12, 2014, a Sears technician leveled the washer and tightened the agitator. Additionally, the Master Protection Agreement (MPA) that Ms*** purchased for the washer on July 14, 2014, expired last month With that said, even though Ms***’s washer has a limited service history, as a one-time courtesy, we have reinstated the MPA coverage until January 15, 2017. Ms*** can call our service number, (800) 469-4663, to schedule a repair under her extended coverage. Additionally, if Ms*** has any questions about her MPA, she is welcome to call our Protection Agreement office at (800) 827-6655. In the interim, since a fair resolution has been provided for Ms***, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his grill
We have shipped the necessary parts to Mr*** residence free of charge as he requestedWe want to apologize to Mr*** and assure him that we now have a process in place that should prevent any further such occurrencesIn light of the aforementioned information, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Stacy ***
Complaint: ***
I am rejecting this response because: From this point on 10-10-I'm no longer doing business with Sears.com and will have family and friends stop doing business with this company Every dollar counts and I'm not the only consumer you're losing
Sincerely,
Tracy ***
August 18,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Martin ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding the lawn tractor that he purchased on May
We
apologize that Mr***'s lawn tractor failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer
After reviewing Mr***'s complaint and our records, we contacted our service department and were informed that a service appointment was completed on August to complete the repair that Mr***'s lawn tractor neededWe contacted Mr*** on August and confirmed that he is satisfied with the outcome and appreciated the attention and care given to his situation, along with the constant communicationAt this time, we have closed our files
We and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-***
i***@searsch.com
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** Dear *** *** We have completed the investigation
of Mr*** complaint regarding some chairs he purchased recently District Manager *** *** provided the following response: I have spoken with Mr*** in regard to this issueUnfortunately, it seems that the chairs Mr*** has were assembled incorrectly when they were being put together on the assembly line at the factoryA set of chairs was sent via overnight freight to Mr***We sincerely apologize for any inconvenience Mr*** may have experienced as a result of this issue and we want to assure him that we are taking steps to prevent any further such occurrencesShould Mr*** have any further concerns, he may ask for *** ***, the Store Manager, anytime he is in the store or he may be reached during business hours at *** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Marie *** Dear Ms* ***: We have completed the investigation of Ms*** complaint regarding Sears Garage Solutions*** *** Sears Garage Solutions,
Support Specialist provided the following response: It is unfortunate that we failed Ms*** expectations when she called Sears for service on her garage door openerWe value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns were forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleWhen I spoke to Ms*** on January 5, 2016, she informed me that her opener was working fineIf I can be of any additional assistance to Ms***, she can reach me at ***Since we have confirmed the completed repairs to Ms*** garage door opener, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
May 31, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have
completed the investigation of Mr*** complaint regarding his service contract It was our understanding that Mr*** had spoken with our Service Contracts Department and they had presented a resolution that he found to be satisfactoryAs such, we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *
** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent online order experience
and request for a full 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 MsStern placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** *** located at *** *** *** *** *** ** *** with an email address of *** and telephone number (*** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** 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 SITEReturns 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 reviewing the notes in the order we found that a refund of $and $was processed on March 23, Both amounts were credited back to *** *** *** account ending in *** This credit will normally post to her account within to business daysIn closure, since we have confirmed that a full refund has been provided, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
April 5, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the amount he
says he was overcharged once his service was completed. We were able to review the documentation that *** *** sent in to our customer support group, and this helped us discover what the problem wasThe receipt he sent over was for the estimate for the repair and it included a coupon discount of 25%When his service order was closed out and the actual charges were placed against the credit card, this discount was not present on the receiptAdditionally, there were some increases that had recently been applied to some job codes and the labor for the repair had increased from $to $143.00, though *** *** should not have been charged the new fee as the old one had been “locked” in by the estimateUnfortunately, our customer support group did not realize this and they denied *** *** request for a refund. With that said, after applying the correct job code fee and the 25% discount, we found that *** *** was entitled to receive a refund of $back to his *** ending in *** If he could contact me and provide the first digits of his digit *** ending in *** I would be able to see if a refund was processed by any other group and if not, I would be able to process on the spotOnce the refund is entered, it typically takes about 1-business days for the card issuer to post the credit to the account*** *** is welcome to contact me via email at *** or via phone at *** I would stress that I do not need the security code or the expiration date of the card as these are not needed to process a refundIn the interim, since we are willing to issue the aforementioned refund and are only awaiting contact from *** *** in order to process this, we have closed our file. We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** *** ***
April 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
*** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with our
customer service and inability to cancel his layaway order It is unfortunate that we failed *** *** expectations when he recently used Sears layawayWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure him that his concerns have been forwarded to management for review Our layaway terms are posted within our stores, on our receipts, and on our website. These terms specifically state that customers may cancel a layaway contract and receive a refund of their payments minus the Service and Cancellation Fees. Cancellation can be performed only by the person who opened the layaway account by accessing their online profile or by visiting the store. With that having been said, our records indicate that a refund of $was issued to *** *** *** account on April 19, 2016. This amount is the sum of his payments, less the stated layaway fee and cancellation fee. At this time, we can only reiterate that we regret any misinformation *** *** may have been provided about the cancellation process. Additionally, we hope that in the future he will allow us an 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 *** *** comments and provided the appropriate refund We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
October 20,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding her purchased appliance
After reviewing *** *** complaint and our records, we were able to determine that when *** *** purchased her dryer, there were no instructions in regards to having the vent and door swing set to her expectationsCurrently there is a pending manual work order to have the dryer vented and door swing set for *** *** for October 23, Once we correct the venting, we are re-delivering *** *** dryer on October 24, If *** *** has any questions or concerns, she may contact us directly at *** *** *** Since we were able to provide a resolution that was to *** *** satisfaction, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
*** ***
***
Initial Business Response /* (1000, 8, 2015/05/20) */
May 20,
***
***
***
***
***
***
We have completed our investigation of *** complaint regarding the belt
breaking after only hours of use
On receipt of *** complaint we reached out to the service unit***, the area Technical Manager contacted *** and arranged to service the tractor and replace the belt at no cost to ***This service was completed on May 19, If *** is still in need of assistance he can contact*** directly at ***In the mean time since we have repaired *** tractor we have closed our case
We apologize to *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
***
***
***
Initial Consumer Rebuttal /* (2000, 10, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The mower belt was replaced under warrantyThe technician who replaced the belt mentioned that was most likely installed improperly at the factory which led to it snapping
June 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and
request for a refund It is unfortunate that we failed Ms*** expectations as we value her patronage After reviewing the notes in the order, we found that it had been cancelledAccordingly, a refund was processed on May 2, Additionally, we hope that in the future MsN*** 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 Ms*** 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding service for her dryer We would first like to point out
that *** *** *** *** (CCHS) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms*** contract With that being said CCHS informed Sears that the repairs on the dryer were completed by a third party service technician; a gas valve and control board were replacedSince it is our that Ms*** dryer was repaired and we have noted her candid feedback we have closed this case We apologize to MsSadler on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The original request for service was because the air conditioner was not working, not for a 'yearly inspection, nor was the second request for 'yearly service'; those two and the third request was again because of air conditioner not working. The technician had the part on his truck. My complaint is that it should not take Sears two weeks to repair an air conditioner for Arizona summers and not even allow the customer to hire a local contractor to fix the unit. Sears does not answer the issue...Why force a customer to 'Live with it" for two weeks with needless 'repairs' / 'yearly inspections'?
Sincerely,
Bill R***
February 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding
some ornaments he ordered recently As clarification, our Return Policy is listed online and it notes: “Christmas season items cannot be returned after December Christmas items purchased after December are final sales and cannot be returned.” Despite this fact, we are making an exception in Mr*** case as a courtesy, and we are sending a $gift card to his home addressThe gift card should arrive within 10-business days In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
April 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the online order
experience and request for a refund It is unfortunate that we failed *** expectations and can understand how the series of events detailed 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 Sears Online agreed to issue the refund in full without the piand return of the merchandiseSears Online has made multiple attempts to *** *** *** regarding this matter however they have not received a response to dateIf *** *** and *** *** agreed to the refund without a return then we ask that they contact us directly via email at *** Additionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted *** ***’s 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
August 10, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Bridget M*** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her washer First, we would
like to apologize to Ms*** for failing her expectations in regard to her washer. Upon researching Ms***’s concerns, we found that she purchased the washer on September 3, 2012, and accepted delivery of the unit on November 16, 2012. Since 2012, Ms*** has had one service call completed; on July 12, 2014, a Sears technician leveled the washer and tightened the agitator. Additionally, the Master Protection Agreement (MPA) that Ms*** purchased for the washer on July 14, 2014, expired last month With that said, even though Ms***’s washer has a limited service history, as a one-time courtesy, we have reinstated the MPA coverage until January 15, 2017. Ms*** can call our service number, (800) 469-4663, to schedule a repair under her extended coverage. Additionally, if Ms*** has any questions about her MPA, she is welcome to call our Protection Agreement office at (800) 827-6655. In the interim, since a fair resolution has been provided for Ms***, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist