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,
Allison D***
October 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Virginia KM*** Dear *** *** We have completed the investigation MsM*** complaint regarding her lease
First of all, we want to note that *** ** (WNLI) or *** is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program. Rather, *** purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. WNLI has reviewed its records and concluded it properly administered the lease. It appears that MsM*** lease is delinquent as she has stopped paymentsWNLI agents have apparently tried to speak with her to discuss the matter, but she has hung up on themShould MsM*** wish to resolve the issue, she would need to contact WNLI as soon as possible since the loan may be sold to a debt collector soon and her credit score could reflect that nonpaymentMsM*** did not arrange a purchase of the lease property nor did she return the leased items to WNLIAs such, she was subject to the terms of her lease. In light of the aforementioned information, we have closed our file We apologize 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*** Specialist, Regulatory Complaints Email: ***
July 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer
We have agreed to replace Ms*** washer due to the issues experienced with the part needed to complete her repairCurrently, her new washer is scheduled for delivery on July 27, In light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
June 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer
service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr*** expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that Sears Parts Direct ordered a new part for Mr*** on April 6, 2017, and it was delivered on April 12th. In addition to receiving the part, Sears Parts Direct issued a refund of $to Mr*** *** account on June 5, 2017, as a good will gesture and final resolution to this complaint. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since an equitable resolution has been provided 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: that is so unfair and any points that they said was added to my account never went back onIt not fair that I lost the dollars, if I know that I was going to lose it I wouldnt have taken the towels back and yet they took the towels anywayEven the lady at the store.said the points would be back on to the account
Sincerely,
Domonick ***
April 27,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com File No: *** *** ***
Via: Revdex.com Website
Dear Ms***
This letter serves to confirm that Sears Home Improvement Products
(SHIP) has been in contact with Mr***Mr*** has advised me that his hvac unit has been serviced and is running satisfactorily at this pointAdditionally, Mr*** did inform me that he felt the customer service he received was less than desirableI did advise Mr*** that our management team, at the local Richmond office, would handle this issue internally
At there are no additional issues to address, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Mr*** as a customer and appreciate his patronageIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** ***
Contact Name and Title: Eligia ***
Contact Phone: 7** *** ***
August 4,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Jennifer ***
Dear Ms***,
We have completed the investigation of Ms***'s
complaint regarding her recent online order experience
We would first like to apologize for any inconvenience Ms*** may have experienced with her online orderWe can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, our records show that Ms*** had been in contact with Sears Online Solutions, Sears' escalated complaint departmentOnline Solutions processed a refund of the first order in three separate incrementsA refund of $was issued under sales receipt number 093004520860, another $on receipt number 093004400929, and the final credit of $was issued on return sales receipt number These credits were processed on July 29, 2015, back to Ms***'s Visa account ending in Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms***'s concerns and since a full refund has been issued, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
November 28, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * ** *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order experience and non-receipt of a
refund.We
would first like to apologize for any inconvenience
*** *** may have experiencedWe can understand his frustration with the
series of events detailed in his complaintAfter reviewing the notes in his
order we confirmed that the order had been returned to Sears’ warehouse on
November 23, According to Sears Online a refund had already been
processed back on November 13, Additionally, we hope that in the future *** *** ***will allow us another opportunity to provide him with a better
example of customer service that we have built our reputation uponIn the
interim, we have noted *** *** concerns and respectfully ask to have this
matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
August 2, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Joan *** - # *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding her disappointment that the glass in her
range’s oven door shattered and her request to receive a free repair even though she is outside any warranty coverage We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakableTempered glass is designed to be able to withstand changes in temperature, but it is possible to break itThe other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small piecesThese pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damagedWhen it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completelyIn the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail While all-over shattering happens infrequently, when it does it is dramatic enough that it can be disconcertingThis means that it is more apt to be talked about or even mentioned in online blogs and articles; we would note that besides the ones that mention Kenmore there are plenty more listed under other manufacturersConsumers also feel that there must be a defect as it seems to happen so spontaneouslyHowever, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter Our records indicate that Ms*** purchased her range on January 14, In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchaseSo if Ms*** was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty periodIn Ms***’ case, the range in question is approximately a year and a half old; as such we feel it is very likely that any breakage would have to be attributable to usage rather than a defect With that said, as a one-time courtesy, we have processed a partial refund in the amount of $66.92, which is a 25% sales adjustment. Ms*** should see a credit post to her MasterCard account ending in in the next week or soIn the interim, since we have explained that the glass breakage in her range is not a defect, but provided the aforementioned courtesy, we have closed our file We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
December 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a recent transaction
Store Manager *** *** provided the following response: I have spoken with the associate that assisted Ms*** and we are not sure what the dispute is, but if it is for the original $91.00, then we paid for it the second time when the items were re-rang so there should not be an issue there. If there is a problem with the second charge, it could only be with the $she mentions, and if she wants to come back in, we can take care of that for her. This is the first we have heard as far as any complaint. We told them that to accommodate them because we know they needed something to cook with for thanksgiving, we would provide the floor model to use and that if it was not up to their standards of "new" that they could come back in when theirs came in and we would trade it in for them. They also did not end up getting the floor model even though we were was told they were on their way to get it the same night. We kept it off the floor for sale for three days to give to them, but on Black Friday, we decided they were not coming and it was put back on the floor for displayIf Ms*** still remains dissatisfied, I ask that she contact me (Lynda) during business hours at (*** *** 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 Sears Holdings Corporation
December 4,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611Re: *** *** ** *** Dear *** ***We have
completed the investigation of *** *** complaint regarding his recent
order We want
to first
stress that the seller of *** *** merchandise was ***.com, not
SearsWe merely listed the merchandise on our site The seller of each item is clearly listed on each
product page and if desired, a consumer can filter out all sellers but Sears or
Kmart According to our Terms of
Service, *** *** would be subject to his seller’s individual return policy
and any disputes would be addressed with themThat said, we attempt to make
sure that consumers shopping on our site are treated fairlyAs such, we
contacted the seller and they assured us that as of November 24, 2015, they had
shipped the parts *** *** neededSince this is what *** *** was
seeking, we respectfully ask that this matter be considered closedWe apologize to
*** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,*** ***Regulatory
Complaint Specialist Sears Holdings
Corporation *** ***
November 12, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding non-receipt of a refund for a cancelled orderIt is
unfortunate that we failed *** ***
expectations when she recently placed an order with SearsWe value her
patronage and can understand her frustration with the events detailed in her
letterHer concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, our records indicate that Sears issued a refund of $
for the third item via check on November 3, 2015. *** *** may expect her check to arrive
within fifteen business days from this date.
At this time, we can only reiterate that we truly regret any inconvenience
she may have experienced. We hope that
in the future she will allow us the opportunity to provide her with an example that
better represents the type of customer service that we have built our
reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter
closed since we have noted *** *** comments and the requested resolution
has been providedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a refrigerator purchased from the Fairview Heights Sears Outlet
*** *** Manager of the Fairview Heights Sears Outlet provided the following response: After receiving and reviewing Ms*** complaint, I contacted her to discuss her concernsIt was agreed upon that Ms*** will come into the store to select a replacement refrigeratorWe are hoping to have the exchange happen on Thursday, January 26, If I can be of any further assistance to Ms***, she can reach me by calling *** Since we have noted the intent of Sears Outlet to replace Ms*** refrigerator once one is selected, 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
Revdex.com:
Ii ended up getting in touch with another location in Centerville, VA and Tom ,The manager there was so helpful and kind that I drove over hours one way to do business there I also was called y'day by a area manager who was also very kind and you may close this case Thank you for your help and reaching out to sears for me
Sincerely,
Terra ***
Complaint: ***
I am rejecting this response because: I had a purchase master agreement repair investment on both the washer and the dryer setDue to reasonable past longavity experience with *** and Sears Products, along with the protection agreement, I do not agree that I have multiple problems with the machine and I have been the only user of the washer since I purchased it. Furthermore the washer should been replace because the service calls that had been made on the washer have been incompetent for service or cost under the master protection services made on and too the washerYes I called Sears this year because the washer continue to bang parts and incomplete cyclesThese are not the sort of problems a person can cause to the machine and as you have said their have been problems with the drum and other parts with these machinesI have continued to have problems with this machine during and after my protection agreementAgain I do not think the machine was manufactured properly nor did the service call visits to my home ever resolve the problemFinally I do not think it is reasonable or fair for Sears to request that I spend thousands of dollars every five years for a new washer my dryer have not given me any problems since the date of purchaseTherefore I do feel Sears is responsiable for this washer since it is their productsNext, I had a master protection agreement in which several service was made and some worker recalled coming to my home prior to Lastly, a washer and dryer of this quality should have last me more than five years before becoming totally destroyed simple from washer which it was made for. Also each request made to Sears have been difficult to have them respond to what I am asking
Sincerely,
*** ***
June 28, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Dear Ms*** This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr*** In reply to Mr***’s rejection of our update from 06/21, SHIP is still waiting for the color pictures from the inspection report Mr*** had completed. Mr*** advised me on 06/that he would be sending the color pictures to me via mailThis was necessary as you cannot see all of the issues in the black and white pictures provided. To date, I have not received the color pictures. Mr*** also emailed me on 06/stating we will be receiving a letter from his attorney. At this time as Mr*** has advised us that he has retained an attorney, we will have to close our file with you due to confidentiality requirementsWe will no longer respond to the Revdex.com regarding this matterAt this time we respectfully request that you close your file also Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** *** ** *** *** ** *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** *** via 1st Class Postage
Initial Business Response /* (1000, 5, 2015/04/28) */
April 28,
***
***
***
***
***
***
We have completed the investigation of *** complaint
regarding her dissatisfaction with our customer service and failure to provide assistance with her automotive battery
It is unfortunate that we failed *** expectations when she recently contacted our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure *** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, *** ***, Manager for Sears Auto Center number ***, contacted *** on April 22, 2015, to discuss her concerns and located her original purchase transaction*** indicated that she would return with her battery so that we may determine a warranty creditUntil we have the opportunity to evaluate *** battery, we can only reiterate that we truly regret any inconvenience she may have experienced*** is welcome to contact *** *** if she has any further questions or concerns about this issueWe respectfully ask to have this matter closed, since we have noted *** comments and an equitable resolution has been proposed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
Initial Consumer Rebuttal /* (2000, 7, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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,
Karen P***
October 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Rhys ***
Dear Ms***:
We have completed our investigation of Mr***'s rebuttal
We would first like to point out that Mr*** was not charged a restocking fee as he states in his complaintWe understand his concerns on making sure he receives the washer he was expecting and to have it in good conditionWe were able to confirm with Mr*** from the serial number that he provided that his washer was made in August Mr*** was concerned because his washer had water spots in the tub and we explained that as this delivery was a rush straight from the manufacture the manufacture will run a cycle with water only to confirm the washer is in good condition as a quality control aspectHe stated he understood and was fine with the results
To elevate any concerns he may still have we offered to purchase on his behalf a Master Protection agreement for years at no cost to himThis was acceptable to Mr***Since we have addressed all Mr***'s concerns and provided an acceptable resolution we have closed our case
We apologize to Mr*** 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 L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
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,
Allison D***
October 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * Virginia KM*** Dear *** *** We have completed the investigation MsM*** complaint regarding her lease
First of all, we want to note that *** ** (WNLI) or *** is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirementsA copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account Our Lease program is not a finance or lease to own program. Rather, *** purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five monthsUpon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. WNLI has reviewed its records and concluded it properly administered the lease. It appears that MsM*** lease is delinquent as she has stopped paymentsWNLI agents have apparently tried to speak with her to discuss the matter, but she has hung up on themShould MsM*** wish to resolve the issue, she would need to contact WNLI as soon as possible since the loan may be sold to a debt collector soon and her credit score could reflect that nonpaymentMsM*** did not arrange a purchase of the lease property nor did she return the leased items to WNLIAs such, she was subject to the terms of her lease. In light of the aforementioned information, we have closed our file We apologize 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*** Specialist, Regulatory Complaints Email: ***
July 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer
We have agreed to replace Ms*** washer due to the issues experienced with the part needed to complete her repairCurrently, her new washer is scheduled for delivery on July 27, In light of the aforementioned information, we respectfully ask that this matter be considered 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
June 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer
service and non-receipt of his Sears Parts Direct order It is unfortunate that we failed Mr*** expectations when he recently placed an order with Sears Parts DirectWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that Sears Parts Direct ordered a new part for Mr*** on April 6, 2017, and it was delivered on April 12th. In addition to receiving the part, Sears Parts Direct issued a refund of $to Mr*** *** account on June 5, 2017, as a good will gesture and final resolution to this complaint. We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since an equitable resolution has been provided 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 *** *** *** ***
Complaint: ***
I am rejecting this response because: that is so unfair and any points that they said was added to my account never went back onIt not fair that I lost the dollars, if I know that I was going to lose it I wouldnt have taken the towels back and yet they took the towels anywayEven the lady at the store.said the points would be back on to the account
Sincerely,
Domonick ***
April 27,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: ***
Revdex.com File No: *** *** ***
Via: Revdex.com Website
Dear Ms***
This letter serves to confirm that Sears Home Improvement Products
(SHIP) has been in contact with Mr***Mr*** has advised me that his hvac unit has been serviced and is running satisfactorily at this pointAdditionally, Mr*** did inform me that he felt the customer service he received was less than desirableI did advise Mr*** that our management team, at the local Richmond office, would handle this issue internally
At there are no additional issues to address, we respectfully request that you close your fileOn behalf of SHIP, please know that we value Mr*** as a customer and appreciate his patronageIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** ***
SHIP/HI Regulatory Complaint Specialist
cc: *** ***
Contact Name and Title: Eligia ***
Contact Phone: 7** *** ***
August 4,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: 945*** - Jennifer ***
Dear Ms***,
We have completed the investigation of Ms***'s
complaint regarding her recent online order experience
We would first like to apologize for any inconvenience Ms*** may have experienced with her online orderWe can understand her frustration with the series of events detailed in her complaintWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, our records show that Ms*** had been in contact with Sears Online Solutions, Sears' escalated complaint departmentOnline Solutions processed a refund of the first order in three separate incrementsA refund of $was issued under sales receipt number 093004520860, another $on receipt number 093004400929, and the final credit of $was issued on return sales receipt number These credits were processed on July 29, 2015, back to Ms***'s Visa account ending in Additionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms***'s concerns and since a full refund has been issued, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation
November 28, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * ** *** *** *** ***We have completed the investigation of *** ***
complaint regarding his recent online order experience and non-receipt of a
refund.We
would first like to apologize for any inconvenience
*** *** may have experiencedWe can understand his frustration with the
series of events detailed in his complaintAfter reviewing the notes in his
order we confirmed that the order had been returned to Sears’ warehouse on
November 23, According to Sears Online a refund had already been
processed back on November 13, Additionally, we hope that in the future *** *** ***will allow us another opportunity to provide him with a better
example of customer service that we have built our reputation uponIn the
interim, we have noted *** *** concerns and respectfully ask to have this
matter closedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** ***Regulatory Complaint SpecialistSears Holdings Corporation
August 2, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Joan *** - # *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding her disappointment that the glass in her
range’s oven door shattered and her request to receive a free repair even though she is outside any warranty coverage We would first like to note that the glass used in oven doors is tempered but this does not imply that it is bulletproof or unbreakableTempered glass is designed to be able to withstand changes in temperature, but it is possible to break itThe other property of tempered glass, which is similar to safety glass, is that it is designed to break in to hundreds of very small piecesThese pieces are chunky and less sharp, so while they look very dangerous, they are designed to be about as safe as broken glass can get The fact is that anything made with tempered or safety glass, whether it is a windshield, oven door, casserole dish, or patio table, is vulnerable to breakage and care should be taken to ensure it is not damagedWhen it is accidentally damaged, it is good to repair or replace it immediately rather than wait for it to fail completelyIn the case of an oven, what normally happens is that the consumer damages the oven glass without realizing it by dropping something on it, hitting a rack that was not properly slid back into the oven before closing the door, bumping into the door with something hard, or resting items on the door glass At first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eyeWith the expansion and contraction of the glass over time as the glass is heated by the oven temperatures and then cools, the glass can suddenly seem to fail While all-over shattering happens infrequently, when it does it is dramatic enough that it can be disconcertingThis means that it is more apt to be talked about or even mentioned in online blogs and articles; we would note that besides the ones that mention Kenmore there are plenty more listed under other manufacturersConsumers also feel that there must be a defect as it seems to happen so spontaneouslyHowever, as we explained, it is not a defect it is just that it can take a while between the initial damage to the point that the glass is stressed enough to shatter Our records indicate that Ms*** purchased her range on January 14, In new ranges, there is always a very slight chance that there is a pre-existing defect in the tempered glass that could maybe cause it to fail shortly after purchaseSo if Ms*** was still covered under her one year manufacturer’s warranty, she would probably have received a repair at no cost even though the damage could have been caused by accidental damage, which is usually not covered. However, with any kind of regular use, any issues with the integrity of the glass manufacturing would certainly manifest themselves within the one year warranty periodIn Ms***’ case, the range in question is approximately a year and a half old; as such we feel it is very likely that any breakage would have to be attributable to usage rather than a defect With that said, as a one-time courtesy, we have processed a partial refund in the amount of $66.92, which is a 25% sales adjustment. Ms*** should see a credit post to her MasterCard account ending in in the next week or soIn the interim, since we have explained that the glass breakage in her range is not a defect, but provided the aforementioned courtesy, we have closed our file We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
December 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a recent transaction
Store Manager *** *** provided the following response: I have spoken with the associate that assisted Ms*** and we are not sure what the dispute is, but if it is for the original $91.00, then we paid for it the second time when the items were re-rang so there should not be an issue there. If there is a problem with the second charge, it could only be with the $she mentions, and if she wants to come back in, we can take care of that for her. This is the first we have heard as far as any complaint. We told them that to accommodate them because we know they needed something to cook with for thanksgiving, we would provide the floor model to use and that if it was not up to their standards of "new" that they could come back in when theirs came in and we would trade it in for them. They also did not end up getting the floor model even though we were was told they were on their way to get it the same night. We kept it off the floor for sale for three days to give to them, but on Black Friday, we decided they were not coming and it was put back on the floor for displayIf Ms*** still remains dissatisfied, I ask that she contact me (Lynda) during business hours at (*** *** 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 Sears Holdings Corporation
December 4,
2015*** ***RevDex.comNorth Wabash
Ave., Ste#2006Chicago, IL 60611Re: *** *** ** *** Dear *** ***We have
completed the investigation of *** *** complaint regarding his recent
order We want
to first
stress that the seller of *** *** merchandise was ***.com, not
SearsWe merely listed the merchandise on our site The seller of each item is clearly listed on each
product page and if desired, a consumer can filter out all sellers but Sears or
Kmart According to our Terms of
Service, *** *** would be subject to his seller’s individual return policy
and any disputes would be addressed with themThat said, we attempt to make
sure that consumers shopping on our site are treated fairlyAs such, we
contacted the seller and they assured us that as of November 24, 2015, they had
shipped the parts *** *** neededSince this is what *** *** was
seeking, we respectfully ask that this matter be considered closedWe apologize to
*** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have
any further questions or concerns.Sincerely,*** ***Regulatory
Complaint Specialist Sears Holdings
Corporation *** ***
November 12, 2015*** ***Revdex.com North
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** ***We have completed the investigation of *** ***
complaint regarding non-receipt of a refund for a cancelled orderIt is
unfortunate that we failed *** ***
expectations when she recently placed an order with SearsWe value her
patronage and can understand her frustration with the events detailed in her
letterHer concerns have been forwarded to management for review so that
future problems of this nature can be averted.
Additionally, our records indicate that Sears issued a refund of $
for the third item via check on November 3, 2015. *** *** may expect her check to arrive
within fifteen business days from this date.
At this time, we can only reiterate that we truly regret any inconvenience
she may have experienced. We hope that
in the future she will allow us the opportunity to provide her with an example that
better represents the type of customer service that we have built our
reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter
closed since we have noted *** *** comments and the requested resolution
has been providedWe appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concernsSincerely, *** *** *** *** *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a refrigerator purchased from the Fairview Heights Sears Outlet
*** *** Manager of the Fairview Heights Sears Outlet provided the following response: After receiving and reviewing Ms*** complaint, I contacted her to discuss her concernsIt was agreed upon that Ms*** will come into the store to select a replacement refrigeratorWe are hoping to have the exchange happen on Thursday, January 26, If I can be of any further assistance to Ms***, she can reach me by calling *** Since we have noted the intent of Sears Outlet to replace Ms*** refrigerator once one is selected, 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
Revdex.com:
Ii ended up getting in touch with another location in Centerville, VA and Tom ,The manager there was so helpful and kind that I drove over hours one way to do business there I also was called y'day by a area manager who was also very kind and you may close this case Thank you for your help and reaching out to sears for me
Sincerely,
Terra ***
Complaint: ***
I am rejecting this response because: I had a purchase master agreement repair investment on both the washer and the dryer setDue to reasonable past longavity experience with *** and Sears Products, along with the protection agreement, I do not agree that I have multiple problems with the machine and I have been the only user of the washer since I purchased it. Furthermore the washer should been replace because the service calls that had been made on the washer have been incompetent for service or cost under the master protection services made on and too the washerYes I called Sears this year because the washer continue to bang parts and incomplete cyclesThese are not the sort of problems a person can cause to the machine and as you have said their have been problems with the drum and other parts with these machinesI have continued to have problems with this machine during and after my protection agreementAgain I do not think the machine was manufactured properly nor did the service call visits to my home ever resolve the problemFinally I do not think it is reasonable or fair for Sears to request that I spend thousands of dollars every five years for a new washer my dryer have not given me any problems since the date of purchaseTherefore I do feel Sears is responsiable for this washer since it is their productsNext, I had a master protection agreement in which several service was made and some worker recalled coming to my home prior to Lastly, a washer and dryer of this quality should have last me more than five years before becoming totally destroyed simple from washer which it was made for. Also each request made to Sears have been difficult to have them respond to what I am asking
Sincerely,
*** ***
June 28, Revdex.com Attn: *** *** North Wabash Ave., SteChicago, IL Our File No: *** Revdex.com File No: *** *** Via: Revdex.com Website Dear Ms*** This letter serves to confirm that Sears Home Improvement Products (SHIP) has been in contact with Mr*** In reply to Mr***’s rejection of our update from 06/21, SHIP is still waiting for the color pictures from the inspection report Mr*** had completed. Mr*** advised me on 06/that he would be sending the color pictures to me via mailThis was necessary as you cannot see all of the issues in the black and white pictures provided. To date, I have not received the color pictures. Mr*** also emailed me on 06/stating we will be receiving a letter from his attorney. At this time as Mr*** has advised us that he has retained an attorney, we will have to close our file with you due to confidentiality requirementsWe will no longer respond to the Revdex.com regarding this matterAt this time we respectfully request that you close your file also Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at *** *** *** ** *** *** ** *** Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist cc: *** *** via 1st Class Postage
Initial Business Response /* (1000, 5, 2015/04/28) */
April 28,
***
***
***
***
***
***
We have completed the investigation of *** complaint
regarding her dissatisfaction with our customer service and failure to provide assistance with her automotive battery
It is unfortunate that we failed *** expectations when she recently contacted our Sears Auto CenterWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure *** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, *** ***, Manager for Sears Auto Center number ***, contacted *** on April 22, 2015, to discuss her concerns and located her original purchase transaction*** indicated that she would return with her battery so that we may determine a warranty creditUntil we have the opportunity to evaluate *** battery, we can only reiterate that we truly regret any inconvenience she may have experienced*** is welcome to contact *** *** if she has any further questions or concerns about this issueWe respectfully ask to have this matter closed, since we have noted *** comments and an equitable resolution has been proposed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
***
***
***
***
***
Initial Consumer Rebuttal /* (2000, 7, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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,
Karen P***
(The consumer indicated he/she ACCEPTED the response from the business.)
We got our refund
October 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Rhys ***
Dear Ms***:
We have completed our investigation of Mr***'s rebuttal
We would first like to point out that Mr*** was not charged a restocking fee as he states in his complaintWe understand his concerns on making sure he receives the washer he was expecting and to have it in good conditionWe were able to confirm with Mr*** from the serial number that he provided that his washer was made in August Mr*** was concerned because his washer had water spots in the tub and we explained that as this delivery was a rush straight from the manufacture the manufacture will run a cycle with water only to confirm the washer is in good condition as a quality control aspectHe stated he understood and was fine with the results
To elevate any concerns he may still have we offered to purchase on his behalf a Master Protection agreement for years at no cost to himThis was acceptable to Mr***Since we have addressed all Mr***'s concerns and provided an acceptable resolution we have closed our case
We apologize to Mr*** 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 L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com