July 5,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his refrigerator with
doors that are not aligned properly
We have received Mr*** complaint and apologize that the doors are not aligned properly. Because the unit was purchased a few months ago on 3/18/16, we have agreed to exchange the refrigerator per his request. Exchange salescheck# *** was rung and delivery has been scheduled for 7/06/16. That being said, because we have provided Mr*** with his requested resolution, we respectfully request this complaint be 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 Complaints Specialist
***
***
September 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of MsB*** complaint regarding
Sears Home Services First, we would like to apologize to MsB*** for any inconvenience we may have caused. We value MsB*** patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrations In response to MsB*** valuable feedback, we immediately contacted the local service unit to arrange for the removal of the parts from her home. Territory Supervisor Delores H*** responded that the parts were picked up from MsB*** home on September 1, 2017. With that said, since we have documented MsB*** concerns with the repair process and we provided her with her requested resolution, we ask that this matter be closed Again, we apologize to MsB*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
Revdex.com: Althought the issue is not resolved I only ask that the Revdex.com keeps this file open until this matter is completely resolved
In reference to complaint ID ***
Sincerely,
*** ***
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,
Michelle C***
January 6,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * ** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our customer
service and the delay of a refrigerator she ordered from sears.com It is unfortunate that we failed Mrs*** 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. We would first like to assure Mrs*** that Sears does strive to provide up to date and accurate information for all orders. However, complex and instantaneous reporting is required of all involved parties, such as product manufacturers, in order to achieve such results. It should also be considered that complete accuracy, or “real time” information, may not be entirely possible during special sale times that offer limited quantities or extreme discounts, such as Black Friday or Door Buster sales, since it is possible for a great number of transactions to be completed within the same period. It may also be important to note that some items may appear immediately available for delivery in some regions, but can be delayed in others. In this case, the item will continue to be advertised. Unfortunately, we do not have the capacity to ship individual units to specific areas of the country, and for this reason we were unable to fulfill Mrs*** order any earlier than the delivery date of January 14, 2017, which she has already been given. As further clarification, we would like to note our disclaimer, which specifically addresses inventory errors: Sears attempts to ensure that the Content on this Website is complete and currentAs indicated in the DISCLAIMERS set forth below, Sears does not guarantee that the information contained on this Website will not contain errors, inaccuracies or omissionsSuch errors, inaccuracies or omissions may relate to price or to product description or availabilitySears reserves the right to correct any error, inaccuracy or omission or to change or update the Content without prior notice to youFurther, Sears reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission, whether or not the order has been submitted, confirmed and/or your credit card has been chargedIf your credit card has been charged for the purchase and your order is canceled, Sears shall promptly issue a credit to your credit card As illustrated above, we cannot guarantee that our website will be free of errors or inaccuracies at all times, and we reserve the right to cancel any orders. After a review of all of the transactions for the refrigerator Mrs*** purchased, the manufacturer determined that they could provide the agreed upon quantities on a delayed schedule. Our delivery team has documented Mrs*** concerns and plans to follow up with her after her refrigerator is delivered on the aforementioned date. Of course, she does have the right to cancel her order at any time. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced due to this issue. Since we have noted Mrs*** comments, we respectfully ask to have this matter closed pending the completion of her delivery appointment 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 *** *** *** ***
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,
*** ***
August 17, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jason A*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services First, we would
like to apologize to Mr*** for failing his expectations in regard to the service refund he was promisedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted Delores ***, Territory Member Advocate Supervisor with unit 8227, for assistance. Ms*** was able to determine that the technician never submitted the paperwork to refund Mr*** for the compressor. Therefore, on August 17, 2016, Ms*** submitted the refund request; Mr*** should see a credit post to his MasterCard account ending in in the next week to days. Additionally, Ms*** called Mr*** to confirm that she was processing the credit request immediatelyWith that said, since we have corrected our oversight by issuing Mr*** the refund he is owed, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
September 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms***
We have completed the investigation of MrC*** complaint regarding his TV According to our notes, MrC*** was provided with the means to purchase a comparable replacement and he noted that this met with his satisfaction; therefore, we have closed our file We apologize to MrC*** 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
I'm just waiting for the check to come in the mailAs long as it does come I'll consider this case closed (it seems to be taking a while to get it though)All that I wanted from this whole complaint was for them to keep their promise the rep made over the phone as far as making sure that replacing the tire gauge would be covered by the warrantyI'm just glad this was resolved quickly
Sincerely,
Jacob ***
Complaint: ***
I am rejecting this response because: Sears failed to recognize the cause and effect of the womens panties purchased as mentioned in the complaintThe decision made by Sears is very unjust and should make a one time exception for a refund
Sincerely,
*** ***
August 26,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9***- Tonya ***
Dear Ms***:
We have completed our investigation of Ms***'s complaint regarding service for his refrigerator
Upon receipt of Ms
***'s complaint, we found that our Customer Solutions department processed a replacement due to the service unit deeming the refrigerator non-repairable due to having a sealed system issueI confirmed all is completed with Mr*** Ms***'s husbandSince we have replaced the refrigerator at this time we have closed our case
We apologize to Ms*** 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,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa***@searshc.com
April 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the installation of her
dishwasherAs for the gift card, we have issued $worth of points to Ms*** Shop Your Way Rewards account number ***and she has one year within which to use themAs such, we have closed our file Again, we apologize to Ms*** 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 ***
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,
Jake ***
January 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed our investigation regarding Ms*** complaint regarding her dishwasher According to our records, Ms*** has been provided with a resolution that she has indicated to be acceptableIt is being implemented at this point in time as we are coordinating with our installation contractor to have the necessary work done as soon as possible While we realize that Ms*** may wish to keep her complaint open until all is done, the nature of our agreement with the Revdex.com is time sensitive and we cannot allow the matter to remain openAs it stands, we are taking all the necessary steps to ensure the resolution we have offered is handled as quickly as possibleWe apologize to Ms*** 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 *** *** ***
January 16,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the quality of the wedding
tent he purchased from our MarketPlace vendor, *** *** *** and the problems he encountered when he requested to return the product for a refund
As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destinationWith that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders
We researched Mr*** order and found that on July 1, he ordered the wedding tent from *** *** ***, a MarketPlace vendorOn July 19, Mr*** contacted our online customer service and requested to return the orderSince Mr*** purchased the items from *** *** ***, he was informed that we would contact the vendor regarding his request to return the orderWe emailed *** *** *** and they replied on July 20, that they would contact Mr*** regarding the returnOur records indicate that on July 25, we made attempts to contact Mr*** to follow up on his return request and to confirm that the vendor had contacted himWe did not receive a response from Mr*** until he called again on October 5, At that time, he was notified that it the vendor’s day return period had expired
Upon receipt of Mr*** complaint, we reached out the *** *** and they confirmed that on July 20, they had in fact emailed Mr*** They informed him that since he was not satisfied with the quality of the product, then they would accept the return, but that he would be responsible for the return shipping fees*** *** *** confirmed that they did not receive a response from Mr*** and did not receive the returned itemsHowever, for customer satisfaction, if the tents are unused, they are willing to make an exception and accept the return and issue a refundMr*** would still be responsible for returning the items at his own expenseWe contacted Mr*** and provided the return informationWe requested that he return the items to *** *** *** within the next days and provide us a tracking number as wellOnce the items are received, the vendor will process the refundMr*** agreed and stated that he will ship the items to the return address soonIn the interim, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease 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: # *** Alana S*** Dear *** *** We have completed our investigation of MsS*** complaint regarding her ice maker Our records show that Ms
S*** ice maker was repaired on October 2, our service technician found that the ice bucket needed to be cleanedWe would also like to point out that MsSi***-***’* MPA is good until April 11, Since we have repaired the ice dispenser and it is our understanding that the ice dispenser is now working as designed we have closed this case We apologize to MsSi***-*** 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, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
Complaint: ***
I am rejecting this response because:I placed the item on layaway at the register in womens clothing and there was no such sign posted anywhere about layaway The receipt specifically said that I had until July 27th Yes I missed payment, but I still had until the end of July to take it off layawayI got no call or notices I did give the store manager my layaway receipt once I was told the layaway had been canceledI was told that the refund check will be coming to me to the address on record, which I found out later was a very old address and an old telephone numberI was then told by Chris in customer service that He found everything, and is waiting on accounting to mail the refund to the store in Altamonte Springs or directly to me I gave to him my new address and cell phone number He never called me back, plus my calls started going directly to voice mail.
Sincerely,
Shirley *** They totally have lost me as a customer!
June 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have reviewed Ms*** rebuttal complaint to the previous response that was provided As clarification, we reviewed the notes in Ms*** order which state that the order was delivered to her address according to the *** tracking number *** Since it appears that the order was received by Ms*** on June 2, 2016, a refund was not processedShould Ms*** have any further questions or concerns, she may contact online directlyIn the interim, since we have confirmed that the item was delivered, 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
July 14, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Via: 1st class US Postage Dear Ms***
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Ms*** I have confirmed that the HVAC project has since been cancelled and the financing has been voided as well At this time, we respectfully request that you close your file On behalf of SHIP, please know that we value Ms*** as a customer and appreciate her patronage If you have any questions or concerns, please contact me directly at *** or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** ***
Complaint: ***
I am rejecting this response because:multiple facts that they supplied were inaccurate. First off, they state that "The technician assessed the vehicle and found the low voltage in battery." An assessment on the battery was never completed at SearsWe had the battery tested at an *** *** previous to taking our vehicle in, and the battery was found to be fineIf you ask Sears for documentation that they tested the battery and found it to be bad, they will not be able to provide it. Next, they state that they tested the alternator and found it to be badAgain, they will have no documentation to prove this, as I have asked for it after their technicians told me they were unsure if that was ever the issue after I had to return the vehicle for the 3rd timeThey then go on to state that "We would like to note that the misfiring issue is not related to the charging system." This note here is the entire premise of my claimThey ensured us that fixing the alternator would fix our issue with the car startingThey did not let us know this was an unrelated issue that needed to be addressed and therefore did not give us the option to decide if it was something we wanted to address at the timeWe had taken the car in for the starting issue, and were told the work completed was to fix that issue. A further dispute is that they say 'She was advised that even after the tuwas completed there was no guarantee that it would fix the starting problemHer husband mentioned that the vehicle had not had a tuperformed in a very long time." First off we directly asked if the tuwould fix the starting issue and again were ensured that it wouldWe only had one goal, to fix the starting issueNot to find other work unrelated to that issue that MAY have needed to be completedMy husband also never stated that it had been a long time since a tune-up, not even possible since we have only owned the vehicle for a year and a halfIt was certified pre-owned and had we not been told and reassured that the tuwould fix the starting issue we would have checked to see with the dealer whether a tuwas needed an OPTIONAL serviceHowever, we were reassured that was the needed work to fix our starting problem, hence why we approved the work. I further want to clarify that when they state that "after installing the battery, the vehicle would start but only after several attempts." No change had occured in the starting issue at any timeThe vehicle continued to have the exact same issue, even after all the work SEARs suggested and ensured us would fix the problem was complete. Finally, they state "he technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issuesTherefore, Mr*** recommended that Ms***er take the vehicle to the dealer to fix the electrical issue." I would like it noted that only AFTER they had completed the other work with no improvement, and left me without a vehicle for almost weeks, did they start to research what the problem could be( I was in the building with him while he looked it up) This research should have been completed prior to the work they suggested and we could have avoided all the unnecessary work. Once we took the car to another place, they issue was quickly identified and resolvedThe mechanics there let us know that none of the work completed by SEARs was correct for the issue we were havingMy point is, that regardless as to whether we needed an alternator and tune-up, which they cannot prove and we were told by the SEARs technicians that they were not sure if it was really needed, it was never the related to the issue we were havingThe work they promised would fix the starting issue did not, and we were left paying for another diagnostics test and the correct work elsewhere Also, we were told by the technicians over and over ( as the manager was on leave) that they were so sorry for all the errorsWhen the manager returned he said " they had made the best guesses as to the issue" Guesses! With my money! We were told that refunds such as this would be processed through corporate and then no one at any level of management even cared to call us back as we continued to escalate our claim through corporate offices over a period of multiple weeks. SEARS technicians admitted fault in person, and need to take responsibility nowTo pay for work with SEARS to fix a starting issue, only to be told by them after putting out a large sum of money that I had to take it somewhere else and put out additional funds for the same issue is unacceptable.
*** ***
July 5,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his refrigerator with
doors that are not aligned properly
We have received Mr*** complaint and apologize that the doors are not aligned properly. Because the unit was purchased a few months ago on 3/18/16, we have agreed to exchange the refrigerator per his request. Exchange salescheck# *** was rung and delivery has been scheduled for 7/06/16. That being said, because we have provided Mr*** with his requested resolution, we respectfully request this complaint be 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 Complaints Specialist
***
***
September 2, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of MsB*** complaint regarding
Sears Home Services First, we would like to apologize to MsB*** for any inconvenience we may have caused. We value MsB*** patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrations In response to MsB*** valuable feedback, we immediately contacted the local service unit to arrange for the removal of the parts from her home. Territory Supervisor Delores H*** responded that the parts were picked up from MsB*** home on September 1, 2017. With that said, since we have documented MsB*** concerns with the repair process and we provided her with her requested resolution, we ask that this matter be closed Again, we apologize to MsB*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist
Revdex.com: Althought the issue is not resolved I only ask that the Revdex.com keeps this file open until this matter is completely resolved
In reference to complaint ID ***
Sincerely,
*** ***
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,
Michelle C***
January 6,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * ** *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her dissatisfaction with our customer
service and the delay of a refrigerator she ordered from sears.com It is unfortunate that we failed Mrs*** 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. We would first like to assure Mrs*** that Sears does strive to provide up to date and accurate information for all orders. However, complex and instantaneous reporting is required of all involved parties, such as product manufacturers, in order to achieve such results. It should also be considered that complete accuracy, or “real time” information, may not be entirely possible during special sale times that offer limited quantities or extreme discounts, such as Black Friday or Door Buster sales, since it is possible for a great number of transactions to be completed within the same period. It may also be important to note that some items may appear immediately available for delivery in some regions, but can be delayed in others. In this case, the item will continue to be advertised. Unfortunately, we do not have the capacity to ship individual units to specific areas of the country, and for this reason we were unable to fulfill Mrs*** order any earlier than the delivery date of January 14, 2017, which she has already been given. As further clarification, we would like to note our disclaimer, which specifically addresses inventory errors: Sears attempts to ensure that the Content on this Website is complete and currentAs indicated in the DISCLAIMERS set forth below, Sears does not guarantee that the information contained on this Website will not contain errors, inaccuracies or omissionsSuch errors, inaccuracies or omissions may relate to price or to product description or availabilitySears reserves the right to correct any error, inaccuracy or omission or to change or update the Content without prior notice to youFurther, Sears reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission, whether or not the order has been submitted, confirmed and/or your credit card has been chargedIf your credit card has been charged for the purchase and your order is canceled, Sears shall promptly issue a credit to your credit card As illustrated above, we cannot guarantee that our website will be free of errors or inaccuracies at all times, and we reserve the right to cancel any orders. After a review of all of the transactions for the refrigerator Mrs*** purchased, the manufacturer determined that they could provide the agreed upon quantities on a delayed schedule. Our delivery team has documented Mrs*** concerns and plans to follow up with her after her refrigerator is delivered on the aforementioned date. Of course, she does have the right to cancel her order at any time. At this time, we can only reiterate that we truly regret any inconvenience Ms*** may have experienced due to this issue. Since we have noted Mrs*** comments, we respectfully ask to have this matter closed pending the completion of her delivery appointment 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 *** *** *** ***
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,
*** ***
August 17, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jason A*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding Sears Home Services First, we would
like to apologize to Mr*** for failing his expectations in regard to the service refund he was promisedWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted Delores ***, Territory Member Advocate Supervisor with unit 8227, for assistance. Ms*** was able to determine that the technician never submitted the paperwork to refund Mr*** for the compressor. Therefore, on August 17, 2016, Ms*** submitted the refund request; Mr*** should see a credit post to his MasterCard account ending in in the next week to days. Additionally, Ms*** called Mr*** to confirm that she was processing the credit request immediatelyWith that said, since we have corrected our oversight by issuing Mr*** the refund he is owed, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
September 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms***
We have completed the investigation of MrC*** complaint regarding his TV According to our notes, MrC*** was provided with the means to purchase a comparable replacement and he noted that this met with his satisfaction; therefore, we have closed our file We apologize to MrC*** 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
I'm just waiting for the check to come in the mailAs long as it does come I'll consider this case closed (it seems to be taking a while to get it though)All that I wanted from this whole complaint was for them to keep their promise the rep made over the phone as far as making sure that replacing the tire gauge would be covered by the warrantyI'm just glad this was resolved quickly
Sincerely,
Jacob ***
Complaint: ***
I am rejecting this response because: Sears failed to recognize the cause and effect of the womens panties purchased as mentioned in the complaintThe decision made by Sears is very unjust and should make a one time exception for a refund
Sincerely,
*** ***
August 26,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 9***- Tonya ***
Dear Ms***:
We have completed our investigation of Ms***'s complaint regarding service for his refrigerator
Upon receipt of Ms
***'s complaint, we found that our Customer Solutions department processed a replacement due to the service unit deeming the refrigerator non-repairable due to having a sealed system issueI confirmed all is completed with Mr*** Ms***'s husbandSince we have replaced the refrigerator at this time we have closed our case
We apologize to Ms*** 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,
Vanessa ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa***@searshc.com
April 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the installation of her
dishwasherAs for the gift card, we have issued $worth of points to Ms*** Shop Your Way Rewards account number ***and she has one year within which to use themAs such, we have closed our file Again, we apologize to Ms*** 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 ***
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,
Jake ***
January 23, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed our investigation regarding Ms*** complaint regarding her dishwasher According to our records, Ms*** has been provided with a resolution that she has indicated to be acceptableIt is being implemented at this point in time as we are coordinating with our installation contractor to have the necessary work done as soon as possible While we realize that Ms*** may wish to keep her complaint open until all is done, the nature of our agreement with the Revdex.com is time sensitive and we cannot allow the matter to remain openAs it stands, we are taking all the necessary steps to ensure the resolution we have offered is handled as quickly as possibleWe apologize to Ms*** 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 *** *** ***
January 16,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the quality of the wedding
tent he purchased from our MarketPlace vendor, *** *** *** and the problems he encountered when he requested to return the product for a refund
As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destinationWith that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders
We researched Mr*** order and found that on July 1, he ordered the wedding tent from *** *** ***, a MarketPlace vendorOn July 19, Mr*** contacted our online customer service and requested to return the orderSince Mr*** purchased the items from *** *** ***, he was informed that we would contact the vendor regarding his request to return the orderWe emailed *** *** *** and they replied on July 20, that they would contact Mr*** regarding the returnOur records indicate that on July 25, we made attempts to contact Mr*** to follow up on his return request and to confirm that the vendor had contacted himWe did not receive a response from Mr*** until he called again on October 5, At that time, he was notified that it the vendor’s day return period had expired
Upon receipt of Mr*** complaint, we reached out the *** *** and they confirmed that on July 20, they had in fact emailed Mr*** They informed him that since he was not satisfied with the quality of the product, then they would accept the return, but that he would be responsible for the return shipping fees*** *** *** confirmed that they did not receive a response from Mr*** and did not receive the returned itemsHowever, for customer satisfaction, if the tents are unused, they are willing to make an exception and accept the return and issue a refundMr*** would still be responsible for returning the items at his own expenseWe contacted Mr*** and provided the return informationWe requested that he return the items to *** *** *** within the next days and provide us a tracking number as wellOnce the items are received, the vendor will process the refundMr*** agreed and stated that he will ship the items to the return address soonIn the interim, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease 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: # *** Alana S*** Dear *** *** We have completed our investigation of MsS*** complaint regarding her ice maker Our records show that Ms
S*** ice maker was repaired on October 2, our service technician found that the ice bucket needed to be cleanedWe would also like to point out that MsSi***-***’* MPA is good until April 11, Since we have repaired the ice dispenser and it is our understanding that the ice dispenser is now working as designed we have closed this case We apologize to MsSi***-*** 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, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
Complaint: ***
I am rejecting this response because:I placed the item on layaway at the register in womens clothing and there was no such sign posted anywhere about layaway The receipt specifically said that I had until July 27th Yes I missed payment, but I still had until the end of July to take it off layawayI got no call or notices I did give the store manager my layaway receipt once I was told the layaway had been canceledI was told that the refund check will be coming to me to the address on record, which I found out later was a very old address and an old telephone numberI was then told by Chris in customer service that He found everything, and is waiting on accounting to mail the refund to the store in Altamonte Springs or directly to me I gave to him my new address and cell phone number He never called me back, plus my calls started going directly to voice mail.
Sincerely,
Shirley *** They totally have lost me as a customer!
June 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have reviewed Ms*** rebuttal complaint to the previous response that was provided As clarification, we reviewed the notes in Ms*** order which state that the order was delivered to her address according to the *** tracking number *** Since it appears that the order was received by Ms*** on June 2, 2016, a refund was not processedShould Ms*** have any further questions or concerns, she may contact online directlyIn the interim, since we have confirmed that the item was delivered, 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
July 14, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Via: 1st class US Postage Dear Ms***
This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Ms*** I have confirmed that the HVAC project has since been cancelled and the financing has been voided as well At this time, we respectfully request that you close your file On behalf of SHIP, please know that we value Ms*** as a customer and appreciate her patronage If you have any questions or concerns, please contact me directly at *** or via email at *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** ***
Complaint: ***
I am rejecting this response because:multiple facts that they supplied were inaccurate. First off, they state that "The technician assessed the vehicle and found the low voltage in battery." An assessment on the battery was never completed at SearsWe had the battery tested at an *** *** previous to taking our vehicle in, and the battery was found to be fineIf you ask Sears for documentation that they tested the battery and found it to be bad, they will not be able to provide it. Next, they state that they tested the alternator and found it to be badAgain, they will have no documentation to prove this, as I have asked for it after their technicians told me they were unsure if that was ever the issue after I had to return the vehicle for the 3rd timeThey then go on to state that "We would like to note that the misfiring issue is not related to the charging system." This note here is the entire premise of my claimThey ensured us that fixing the alternator would fix our issue with the car startingThey did not let us know this was an unrelated issue that needed to be addressed and therefore did not give us the option to decide if it was something we wanted to address at the timeWe had taken the car in for the starting issue, and were told the work completed was to fix that issue. A further dispute is that they say 'She was advised that even after the tuwas completed there was no guarantee that it would fix the starting problemHer husband mentioned that the vehicle had not had a tuperformed in a very long time." First off we directly asked if the tuwould fix the starting issue and again were ensured that it wouldWe only had one goal, to fix the starting issueNot to find other work unrelated to that issue that MAY have needed to be completedMy husband also never stated that it had been a long time since a tune-up, not even possible since we have only owned the vehicle for a year and a halfIt was certified pre-owned and had we not been told and reassured that the tuwould fix the starting issue we would have checked to see with the dealer whether a tuwas needed an OPTIONAL serviceHowever, we were reassured that was the needed work to fix our starting problem, hence why we approved the work. I further want to clarify that when they state that "after installing the battery, the vehicle would start but only after several attempts." No change had occured in the starting issue at any timeThe vehicle continued to have the exact same issue, even after all the work SEARs suggested and ensured us would fix the problem was complete. Finally, they state "he technician continued to research her issue and discovered a service bulletin from the manufacturer related to electrical issuesTherefore, Mr*** recommended that Ms***er take the vehicle to the dealer to fix the electrical issue." I would like it noted that only AFTER they had completed the other work with no improvement, and left me without a vehicle for almost weeks, did they start to research what the problem could be( I was in the building with him while he looked it up) This research should have been completed prior to the work they suggested and we could have avoided all the unnecessary work. Once we took the car to another place, they issue was quickly identified and resolvedThe mechanics there let us know that none of the work completed by SEARs was correct for the issue we were havingMy point is, that regardless as to whether we needed an alternator and tune-up, which they cannot prove and we were told by the SEARs technicians that they were not sure if it was really needed, it was never the related to the issue we were havingThe work they promised would fix the starting issue did not, and we were left paying for another diagnostics test and the correct work elsewhere Also, we were told by the technicians over and over ( as the manager was on leave) that they were so sorry for all the errorsWhen the manager returned he said " they had made the best guesses as to the issue" Guesses! With my money! We were told that refunds such as this would be processed through corporate and then no one at any level of management even cared to call us back as we continued to escalate our claim through corporate offices over a period of multiple weeks. SEARS technicians admitted fault in person, and need to take responsibility nowTo pay for work with SEARS to fix a starting issue, only to be told by them after putting out a large sum of money that I had to take it somewhere else and put out additional funds for the same issue is unacceptable.
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