Contact Name and Title: *** ***
Contact Email: ***.***@searshc.com
October 16,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***- *** R***
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal regarding his dissatisfaction with the multiple repair attempts on his tv
We have received Mr***'s rebuttal and have agreed to exchange his tv under its Master Protection Agreement (MPA)We have approved an exchange amount of $to use towards the purchase of his new tvThe credit has been put under his phone# listed on this complaintAt this time, Mr*** should go to his local Sears store and advise that he has been approved for a replacement, give his phone#, and pick a new tvWe have included delivery costs and will haul away his old tvThat being said, because we have provided Mr*** with his requested resolution, 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 Complaints Specialist
***
***.***@searshc.com
October 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order and request
to have the check corrected *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe 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 avertedFortunately, we were able to speak with Ms*** and arranged to meet with her on Saturday October 15, 2016, to resolve the credit issueShould Ms* *** have any questions, she may contact us directly at *** *** Additionally, we hope that in the future Ms* *** 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
March 24,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and
request for a refund of the washer We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe 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 issued a full refund of $on March 23, 2017, and $in Shop Your Way Reward pointsFor Ms*** records the refund receipt number is *** The credit should post to Ms*** account within to business daysAdditionally, we hope that in the future Ms*** 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
May 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
experience and her request for a return and refund After reviewing the notes in the order, we found that Ms*** had previously been in contact with Social Media, Sears’ escalated complaint departmentSocial Media assisted in contact a Product Engineering Manager who was able to confirm the issue with the lawn mowerAccordingly, a refund was issued to Ms*** in the form of Shop Your Way Reward points to resolve this matterAdditionally, Sears advised Ms*** to dispose of the merchandise to her discretionWe hope that in the future Ms*** 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
May 10, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: * *** *** *** Dear Ms*** We have completed our investigation of Ms***
complaint regarding her pool pump Since we do not offer a comparable pool pump for sale, we emailed Ms*** and offered what we call a “ buy out” of her contractThis means we would provide her with a check for the cost of a comparable pump and basic installationThis amount is determined at our discretion according to the terms of her service contractThe current Hay*** replacement pool pump is selling online for less than $and a *** * *** *** *** *** *** which is located in Ms*** area, informed us that basic installation typically runs $maximumWhile we are unable to compensate her for any of the pool maintenance or repair costs she mentioned since reimbursement for any loss of use of the product, and consequential or incidental damages are excluded, we are willing to send her a check for enough to purchase the part locally along with basic installation at the price we were quoted by the *** * *** store even though it is almost $more than most online retailers in the interest of resolving this in a more timely fashionThis would mean that Ms*** would need to sign a release and her coverage would be over as we would have fulfilled her contractThe check amount would be $We ask that Ms*** respond to our email if she wishes to accept and the necessary paperwork will be providedRegardless, this is her only option according to the terms of her contract as noted previously We apologize to Ms*** 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*** Tell us why here
October 13,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** ***
Via: ***
Dear Ms***
This letter serves to confirm that Sears Home Improvement
Products (SHIP) has been in contact with Mrs***On September 15, 2016, a service was completed to the sidingIn addition, a couple of items were brought to our attention and we are currently working on a time and date for the local office to schedule a second service
Once this is done I will update you accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her stove ***
*** Sears Home Services Customer Advocate provided the following response: Sears Home Services completed the repairs to Ms*** range on January 25, I contacted Ms*** after service was completed and was told that the range was operating sad designedIf I can be any additional assistance to Ms***, she can reach me at ***That said 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 ***
October 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** Cathy MW*** Dear *** *** We have completed the investigation of MsW*** complaint regarding her
recliner In response to MsW*** complaint, we contacted Simmons, the manufacturer, as they would be responsible for honoring any warranty issuesSadly, *** had not record of parts being on orderAn exchange has been setup for October 14, where in a new recliner of the same model will be delivered and the old one will be taken awayIf MsW*** needs to change the date for a more convenient day after that, she may email me at the address listed below or call our delivery support line at *** *** Otherwise, a copy of the receipt has been emailed to MsW*** and she should receive a call the evening before the delivery date advising of her the estimated time frame for arrivalSince we have granted MsW*** request, we respectfully ask that this matter be considered closed We apologize to MsW*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation ***
Complaint: ***
I am rejecting this response because:There are several misstatements in their response....1.) "if they wanted to cancel their order if that was still an option, or return it if not."This was not true in my case I placed the order on January 9th and received the items on January 10th via *** (tracking # *** I had already removed the tags and washed the items before receiving an e-mail about their mistake on January 11th.2.) "we do not show any money changed hands since the whole order was paid for with points"This is false Order *** shows I paid $with my credit card If this issue is not resolved, I will be filing a charge back with my credit card company.3.) "he is still welcome to return that merchandise within the days allotted for a refund"Again, I cannot return the items because I had already removed the tags and washed the items before receiving an e-mail about the points mistake Also, returning the items does not return the coupons I used during checkout. Also, I would like to note that the only advantage for me to shop and Sears/Kmart over other retailers is the ShopYourWay program By taking away points post-purchase, I can no longer trust this rewards program...which means I will no longer be a customer of Sears or Kmart Similarly, I will be sure to tell family and friends of this experience and advise them against shopping at these retailers as well.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
The payment of $was for damage to my new replacement refrigeratorIt is dented in places, so they gave me $for the damageIt took over month that get the refund alsoThe 1st refrigerator was defectiveI should not have to beg for some compensation for their defective productI bought the refrigerator in good faith, they should at b least give me some compensation for my food lossWhy should I pay for protection on a brand new productSo, obviously they don't back their product and don't care what happens after they sell their defective productsI want some compensation for my loss of foodWe are on a fixed income, and it is hard to absorb the total loss of food
Sincerely,
Mona S***
November 23,
Leslie *** *** *** *** South Holland, IL
Our File No: *** Via: UPS Signature Required/ 2day
Via email: m***@sbcglobal.net
Dear Ms***,
This letter serves to update you regarding your Revdex.com complaintPursuant
to our phone conversation on 11/22/2016, we deeply apologize as we are unable to service the a/c unit due to the cold weather that is occurring at this timeBecause you contacted us before the one year workmanship warranty was expired we will postpone the service until the weather becomes warm enough for us to inspect the unit and it will be covered under your warrantyPer our conversation you have agreed to contact us when it becomes warm enough for us to be able to run the unit and we will schedule the serviceI have set a calendar reminder to re-open the file around the time you suspect it will become warmer, April-May If it becomes warmer sooner than April please feel free to contact me or the service department to reopen the file and schedule the serviceThe service department is 1-800-222-You can also contact our administrative assistant at [email protected]
At this time, we are respectfully closing our fileOn behalf of SHIP please know that we value you as a customer and apologize for any frustrations or inconveniences you may have experiencedIf you have any questions or concerns, please contact me at 800-222-x ***, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa *** SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com
Complaint: ***
I am rejecting this response because:I ordered the microwave on 11/28/If it was actually out of stock at the warehouse because of people ordering simultaneously, why did it take until 12/8/for my order to be cancelled? Does the system really lag days behind? And why was money taken from my *** account BEFORE the item was shipped? In addition, after the order was cancelled, why was the money not returned immediately or returned at all? Why did I have to find out that Sears had cancelled the item but kept the money only when I checked up on the order months later?
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2015/08/24) */
August 21,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding
his customer service experience
We would first like to apologize that many factors resulted in Mr*** delay in completing his delivery with the date provided at the time of purchaseWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Mr*** concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come
After reviewing Mr*** complaint and our records, we were able to determine that due to a systems glith, his order was not routed for delivery and we apologize for thisMr.*** was provided with a $gift for any inconvenienceOur records also show that Mr.*** decided to cancel his entire order and has been fully creditedAs far as the request to have Sears pay for his purchase at another retailer, we are not able to honor his requestSince we have confirmed that Mr.*** has been credited for his canceled order and although he canceled his order, courtesy compensation was provided, 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,
***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting the response only because I do not want the to get dragged out for another monthIt has been months since my original purchase date and I am finally getting the response from searsAs of now I am never going to support that business and I suggest that others do the same as wellI know numbers of people who have done this same thing prior to me, and I now know why
October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the order he she placed for a dining room set recently
As clarification, *** *** order was placed through one of our Marketplace vendors, *** *** 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 destinationMuch like a well-known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersHowever, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendorsIn the case of this set, it seems that there may have been an error with the listingHowever, as we noted, *** *** would need to work with the seller, *** ***, to resolveThe phone number for *** *** ** *** *** According to our records, *** *** offered to provide *** *** with something comparable for 50% offHe initially agreed, but then it seems that he refused to return the table and he filed a dispute with his credit card company
As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case *** *** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"...Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
In closure, since it seems that the price shown may not have been accurate, we are unable to honor his request to receive the rest of the dining set merchandise for the substantially incorrect priceWhile we may have been willing to try and work with the seller and *** *** to resolve the issue as an exception and courtesy, we cannot issue any sort of refund or compensation while a credit card dispute is ongoingAs this decision is in accordance to our posted terms and conditions, we have closed our file
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***6, and find that this resolution is satisfactory to me
Sincerely,
Michelle ***
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,
*** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dryer First, we would
like to apologize to Mr*** for failing his expectations in regard to his dryer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Our records show that Mr*** purchased his dryer on October 28, 2014, and he accepted delivery of the unit on November 8, 2014; the manufacturer’s warranty expired on November 8, 2015. Mr*** purchased a Service Smart Agreement (SSA) for his dryer on December 12, 2016, when he initially called for service. Since Mr*** dryer was out-of-warranty, without the SSA coverage, he would have been financially responsible for the cost of any needed repairsWith the SSA, his dryer is covered up to $per incident and if the dryer is deemed un-repairable, he would be authorized $towards a new dryer. Our records show that the repair to Mr*** dryer was completed on February 14, 2017, with the installation of a control board. With that said, since we have documented Mr*** concerns and we have completed the repair to his dryer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints 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,
William L*** ***
*
*** ***Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal complaint regarding Sears Home Services and repairs to her refrigeratorAs we noted in our initial correspondence, we did complete repairs to Ms*** refrigerator on September 29, It is important to note that if Ms*** will be out of town for an extended period of time, she turn off the water to her refrigeratorOn page of the Use and Care Guide the manufacturer provides information as to what steps to take when going on vacationIf there are any additional concerns with the refrigerator, I ask that Ms*** contact me directly at *** so I can take action to ensure this issue is resolvedIf service has to come out again to repair a leak, I will replace the refrigeratorAt this time, since we have noted our intent to replace the refrigerator if another leak is identified, 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 ***
Contact Name and Title: *** ***
Contact Email: ***.***@searshc.com
October 16,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***- *** R***
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal regarding his dissatisfaction with the multiple repair attempts on his tv
We have received Mr***'s rebuttal and have agreed to exchange his tv under its Master Protection Agreement (MPA)We have approved an exchange amount of $to use towards the purchase of his new tvThe credit has been put under his phone# listed on this complaintAt this time, Mr*** should go to his local Sears store and advise that he has been approved for a replacement, give his phone#, and pick a new tvWe have included delivery costs and will haul away his old tvThat being said, because we have provided Mr*** with his requested resolution, 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 Complaints Specialist
***
***.***@searshc.com
October 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order and request
to have the check corrected *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations as we value her patronageWe can understand her frustration with the series of events noted in her complaintWe 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 avertedFortunately, we were able to speak with Ms*** and arranged to meet with her on Saturday October 15, 2016, to resolve the credit issueShould Ms* *** have any questions, she may contact us directly at *** *** Additionally, we hope that in the future Ms* *** 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
March 24,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience and
request for a refund of the washer We would first like to apologize for any inconvenience Ms*** may have experienced with this matterWe 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 issued a full refund of $on March 23, 2017, and $in Shop Your Way Reward pointsFor Ms*** records the refund receipt number is *** The credit should post to Ms*** account within to business daysAdditionally, we hope that in the future Ms*** 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
May 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
experience and her request for a return and refund After reviewing the notes in the order, we found that Ms*** had previously been in contact with Social Media, Sears’ escalated complaint departmentSocial Media assisted in contact a Product Engineering Manager who was able to confirm the issue with the lawn mowerAccordingly, a refund was issued to Ms*** in the form of Shop Your Way Reward points to resolve this matterAdditionally, Sears advised Ms*** to dispose of the merchandise to her discretionWe hope that in the future Ms*** 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
Complaint: ***
I am rejecting this response because:Very dissatisfied customer.
Sincerely,
*** ***
May 10, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: * *** *** *** Dear Ms*** We have completed our investigation of Ms***
complaint regarding her pool pump Since we do not offer a comparable pool pump for sale, we emailed Ms*** and offered what we call a “ buy out” of her contractThis means we would provide her with a check for the cost of a comparable pump and basic installationThis amount is determined at our discretion according to the terms of her service contractThe current Hay*** replacement pool pump is selling online for less than $and a *** * *** *** *** *** *** which is located in Ms*** area, informed us that basic installation typically runs $maximumWhile we are unable to compensate her for any of the pool maintenance or repair costs she mentioned since reimbursement for any loss of use of the product, and consequential or incidental damages are excluded, we are willing to send her a check for enough to purchase the part locally along with basic installation at the price we were quoted by the *** * *** store even though it is almost $more than most online retailers in the interest of resolving this in a more timely fashionThis would mean that Ms*** would need to sign a release and her coverage would be over as we would have fulfilled her contractThe check amount would be $We ask that Ms*** respond to our email if she wishes to accept and the necessary paperwork will be providedRegardless, this is her only option according to the terms of her contract as noted previously We apologize to Ms*** 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*** Tell us why here
October 13,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** ***
Via: ***
Dear Ms***
This letter serves to confirm that Sears Home Improvement
Products (SHIP) has been in contact with Mrs***On September 15, 2016, a service was completed to the sidingIn addition, a couple of items were brought to our attention and we are currently working on a time and date for the local office to schedule a second service
Once this is done I will update you accordingly
Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her stove ***
*** Sears Home Services Customer Advocate provided the following response: Sears Home Services completed the repairs to Ms*** range on January 25, I contacted Ms*** after service was completed and was told that the range was operating sad designedIf I can be any additional assistance to Ms***, she can reach me at ***That said 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 ***
October 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** Cathy MW*** Dear *** *** We have completed the investigation of MsW*** complaint regarding her
recliner In response to MsW*** complaint, we contacted Simmons, the manufacturer, as they would be responsible for honoring any warranty issuesSadly, *** had not record of parts being on orderAn exchange has been setup for October 14, where in a new recliner of the same model will be delivered and the old one will be taken awayIf MsW*** needs to change the date for a more convenient day after that, she may email me at the address listed below or call our delivery support line at *** *** Otherwise, a copy of the receipt has been emailed to MsW*** and she should receive a call the evening before the delivery date advising of her the estimated time frame for arrivalSince we have granted MsW*** request, we respectfully ask that this matter be considered closed We apologize to MsW*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie S*** Regulatory Complaint Specialist Sears Holdings Corporation ***
Complaint: ***
I am rejecting this response because:There are several misstatements in their response....1.) "if they wanted to cancel their order if that was still an option, or return it if not."This was not true in my case I placed the order on January 9th and received the items on January 10th via *** (tracking # *** I had already removed the tags and washed the items before receiving an e-mail about their mistake on January 11th.2.) "we do not show any money changed hands since the whole order was paid for with points"This is false Order *** shows I paid $with my credit card If this issue is not resolved, I will be filing a charge back with my credit card company.3.) "he is still welcome to return that merchandise within the days allotted for a refund"Again, I cannot return the items because I had already removed the tags and washed the items before receiving an e-mail about the points mistake Also, returning the items does not return the coupons I used during checkout. Also, I would like to note that the only advantage for me to shop and Sears/Kmart over other retailers is the ShopYourWay program By taking away points post-purchase, I can no longer trust this rewards program...which means I will no longer be a customer of Sears or Kmart Similarly, I will be sure to tell family and friends of this experience and advise them against shopping at these retailers as well.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
The payment of $was for damage to my new replacement refrigeratorIt is dented in places, so they gave me $for the damageIt took over month that get the refund alsoThe 1st refrigerator was defectiveI should not have to beg for some compensation for their defective productI bought the refrigerator in good faith, they should at b least give me some compensation for my food lossWhy should I pay for protection on a brand new productSo, obviously they don't back their product and don't care what happens after they sell their defective productsI want some compensation for my loss of foodWe are on a fixed income, and it is hard to absorb the total loss of food
Sincerely,
Mona S***
November 23,
Leslie *** *** *** *** South Holland, IL
Our File No: *** Via: UPS Signature Required/ 2day
Via email: m***@sbcglobal.net
Dear Ms***,
This letter serves to update you regarding your Revdex.com complaintPursuant
to our phone conversation on 11/22/2016, we deeply apologize as we are unable to service the a/c unit due to the cold weather that is occurring at this timeBecause you contacted us before the one year workmanship warranty was expired we will postpone the service until the weather becomes warm enough for us to inspect the unit and it will be covered under your warrantyPer our conversation you have agreed to contact us when it becomes warm enough for us to be able to run the unit and we will schedule the serviceI have set a calendar reminder to re-open the file around the time you suspect it will become warmer, April-May If it becomes warmer sooner than April please feel free to contact me or the service department to reopen the file and schedule the serviceThe service department is 1-800-222-You can also contact our administrative assistant at [email protected]
At this time, we are respectfully closing our fileOn behalf of SHIP please know that we value you as a customer and apologize for any frustrations or inconveniences you may have experiencedIf you have any questions or concerns, please contact me at 800-222-x ***, or via email at Melissa.***@searshomepro.com
Sincerely,
Melissa *** SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com
Complaint: ***
I am rejecting this response because:I ordered the microwave on 11/28/If it was actually out of stock at the warehouse because of people ordering simultaneously, why did it take until 12/8/for my order to be cancelled? Does the system really lag days behind? And why was money taken from my *** account BEFORE the item was shipped? In addition, after the order was cancelled, why was the money not returned immediately or returned at all? Why did I have to find out that Sears had cancelled the item but kept the money only when I checked up on the order months later?
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2015/08/24) */
August 21,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding
his customer service experience
We would first like to apologize that many factors resulted in Mr*** delay in completing his delivery with the date provided at the time of purchaseWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Mr*** concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to come
After reviewing Mr*** complaint and our records, we were able to determine that due to a systems glith, his order was not routed for delivery and we apologize for thisMr.*** was provided with a $gift for any inconvenienceOur records also show that Mr.*** decided to cancel his entire order and has been fully creditedAs far as the request to have Sears pay for his purchase at another retailer, we are not able to honor his requestSince we have confirmed that Mr.*** has been credited for his canceled order and although he canceled his order, courtesy compensation was provided, 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,
***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting the response only because I do not want the to get dragged out for another monthIt has been months since my original purchase date and I am finally getting the response from searsAs of now I am never going to support that business and I suggest that others do the same as wellI know numbers of people who have done this same thing prior to me, and I now know why
October 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the order he she placed for a dining room set recently
As clarification, *** *** order was placed through one of our Marketplace vendors, *** *** 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 destinationMuch like a well-known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up
With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersHowever, the disclaimer on our website covering any errors due to pricing or description errors also encompasses any merchandise shown from our vendorsIn the case of this set, it seems that there may have been an error with the listingHowever, as we noted, *** *** would need to work with the seller, *** ***, to resolveThe phone number for *** *** ** *** *** According to our records, *** *** offered to provide *** *** with something comparable for 50% offHe initially agreed, but then it seems that he refused to return the table and he filed a dispute with his credit card company
As we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to oursAn incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their costWhen an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be correctedMost online retailers post similar terms of use, and we stand by our disclaimerIn case *** *** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation:
"...Disclaimer
YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN
Placing an Order
...Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded."
In closure, since it seems that the price shown may not have been accurate, we are unable to honor his request to receive the rest of the dining set merchandise for the substantially incorrect priceWhile we may have been willing to try and work with the seller and *** *** to resolve the issue as an exception and courtesy, we cannot issue any sort of refund or compensation while a credit card dispute is ongoingAs this decision is in accordance to our posted terms and conditions, we have closed our file
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***6, and find that this resolution is satisfactory to me
Sincerely,
Michelle ***
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,
*** ***
February 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dryer First, we would
like to apologize to Mr*** for failing his expectations in regard to his dryer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Our records show that Mr*** purchased his dryer on October 28, 2014, and he accepted delivery of the unit on November 8, 2014; the manufacturer’s warranty expired on November 8, 2015. Mr*** purchased a Service Smart Agreement (SSA) for his dryer on December 12, 2016, when he initially called for service. Since Mr*** dryer was out-of-warranty, without the SSA coverage, he would have been financially responsible for the cost of any needed repairsWith the SSA, his dryer is covered up to $per incident and if the dryer is deemed un-repairable, he would be authorized $towards a new dryer. Our records show that the repair to Mr*** dryer was completed on February 14, 2017, with the installation of a control board. With that said, since we have documented Mr*** concerns and we have completed the repair to his dryer, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints 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,
William L*** ***
*
*** ***Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal complaint regarding Sears Home Services and repairs to her refrigeratorAs we noted in our initial correspondence, we did complete repairs to Ms*** refrigerator on September 29, It is important to note that if Ms*** will be out of town for an extended period of time, she turn off the water to her refrigeratorOn page of the Use and Care Guide the manufacturer provides information as to what steps to take when going on vacationIf there are any additional concerns with the refrigerator, I ask that Ms*** contact me directly at *** so I can take action to ensure this issue is resolvedIf service has to come out again to repair a leak, I will replace the refrigeratorAt this time, since we have noted our intent to replace the refrigerator if another leak is identified, 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 ***