[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal regarding his dissatisfaction with our response to his complaint about a recent online chat experience We have reviewed both Sears.com’s response and Mr [redacted] rebuttal, and we do not find that Mr [redacted] has brought any new information to his complaint While we understand that he was dissatisfied with the service he received, any request for specific information about an employee and/or Sears’ methods for addressing complaints about specific employees intrudes upon the employee and/or employer’s protected right to privacy We feel that our clarification of the “refurbished” description, as posted on our website, is a sufficient resolution for this issue, especially considering that Mr [redacted] did not complete a purchase that would be affected by an explanation of this description, whether correct or otherwise Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we can only again apologize that we failed his expectations We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
November 29, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her order for patio furniture We would first like to note that Ms [redacted] purchased her items from one of our Marketplace vendors [redacted] As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The 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 destination Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For 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 orders and the purchase is subject to the terms of each seller’s individual return policyAs a courtesy, we have contacted the seller and they assured us that they had sent replacement pieces to Ms [redacted] We hope that this brings some closure to Ms [redacted] on this matterAs this decision is in accordance to our posted terms and conditions, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Specialist, Regulatory Complaints [redacted] Email: [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10993691, and find that this resolution is satisfactory to me Sincerely, Bethany [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service coverage under her Master Protection Agreement for her cook top It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and 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 and then cools, the glass can suddenly seem to failThe second most common situation is when you have what is called “Boil Over”This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter, boil over can happen multiple times before the stress to the cooktop reaches the point of fracturing It is also important to note that the pictures taken by the service technician show multiple incidents of Boil Over and pitting on the burnerThis is due to improper use and maintenance and occurs over time and not all at onceBased on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage and a lack of regular maintenance which is not covered under the terms and condition Section [redacted] Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature Although the repairs are not covered under the MPA Ms [redacted] is entitled to a 25% discount on all non-covered repairs under the terms and conditions of the MPA but if she feels the MPA has no value for her she may cancel by contacting our Benefits department directly at [redacted] Since we have explained why repair of the cook top was not covered under the MPA we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 24, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Terry [redacted] Dear MsVirghes: We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with the problems he encounters when he attempts to cash his checks at the Kmart Store We have Mr [redacted] ’s complaint and we apologize that we failed to meet his expectationsAs Mr [redacted] mentioned in his complaint, he had previously filed a Revdex.com complaint regarding the same issueOn March 1, we investigated and informed Mr [redacted] that District Manager MrMasaryk has called the National Customer Relations (NCR) when this issue has happened and with Mr [redacted] presentNCR confirms that everything is ok; however, the registers won't read the checkMrMasaryk advised that the checks are being denied by the electronic check clearing house in FloridaThe registers will not read the checks, this is a system issue and there is nothing that can be done when the registers don't sync We would also like to note on February 24, Mr [redacted] ’s concern was also addressed by our Executive Member Support team and was provided the above information and, as a one-time offer, he was issued $Shop Your Way Reward points for his inconvenienceWhile we understand that he is dissatisfied that the store was unable to cash his qualified check, the fact remains that on several occasions we made Mr [redacted] aware that this is an intermittent problem and the issue has nothing to do with the store or the associatesWith that being said, since we have addressed the issue brought forth in Mr [redacted] ’s complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
June 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair of her mower We have reviewed Ms [redacted] service history and apologize for any inconveniences she may have with regards to the repair of her mower We escalated her concerns to [redacted] , District Service Manager who called Ms [redacted] and discussed her complaint He agreed to send another technician to Ms [redacted] home on June 16, where the mandrel was replaced with no labor charge That being said, because Ms [redacted] mower has been repaired and is working as designed, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Diana [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding proof of purchase from a refrigerator purchased from SearsWithout a Salescheck, which is considered Sears official proof of purchase, Mr [redacted] is unable to tender Ms [redacted] ’s claim to GE, the manufacturer of her refrigerator That said, Mr [redacted] has been emailed screen shot showing that we have a purchase date of 7/1/noted in our system, but it does not show a purchase location, therefore there is no way to prove the refrigerator was purchased from SearsThe refrigerator model number and 7/1/purchase date may have been manually entered into the system when Ms [redacted] called for service on the refrigeratorIt is extremely important to note that there is no sales check number noted in our system, therefore the purchase information may not be accepted as official by GEWe reiterate that Mr [redacted] has informed Ms [redacted] that he recommended that she reach out and file a claim directly with GE, the manufacturer of the refrigerator in questionSince we have noted our response to Ms [redacted] ’s complaint, we ask that this complaint remain closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
September 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Anna P [redacted] - # [redacted] Dear [redacted] : We have completed our investigation of MsP [redacted] complaint regarding her refrigerator repair It is regrettable that we failed MsP [redacted] expectations in regard to the service to her refrigeratorWe value MsP [redacted] patronage, and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure MsP [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsP [redacted] for any inconvenience we may have caused Upon receiving MsP [redacted] complaint, we contacted the local service unit for assistance Sabrina P [redacted] with unit [redacted] subsequently spoke with MsP [redacted] regarding the problems she has experienced with her refrigerator repair The upcoming service was confirmed and our records show that the repair to MsP [redacted] refrigerator was completed on September 14, 2017, with the installation of a new evaporator and drier assembly Additionally, we have processed a $check to help reimburse MsP [redacted] for the mini-fridge she purchased while she was waiting for the completion of the repair With that said, since we have documented MsP [redacted] concerns with the repair process and we have completed the repair to her refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to MsP [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meI do appreciate the efforts by Sears to make this rightIt would have been nice to be able to talk to someone with this kind of power to correct the situation to begin with instead of someone in India who I couldn't understand very wellIt would have saved a lot of aggravation Thank You Sincerely, [redacted]
January 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her sears.com order It is unfortunate that we failed Ms [redacted] expectations when he recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we sent an email directly to Ms [redacted] on December 24, 2016, to inform her that refunds of $32.91, $470.45, and were issued to her Visa ending in on the same date, since our vendor was unable to provide us with an earlier fulfillment date for her order Ms [redacted] may reply to our email if she has any further questions about this issue or her refund We did not find that Ms [redacted] request to have interest refunded was justified, since her order was not held for a period equivalent to one full billing cycle, and we were also unable to honor her request for compensation for lost time or wages, because such compensation is not a condition of ordering from sears.com 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 a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested refund 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, [redacted] Regulatory Complaint Specialist [redacted] ***
July 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her dryer We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] As we stated in our pending letter, the repair to Ms [redacted] dryer was scheduled for June 30, Our records show that the repair was completed that same day Additionally, Member Advocate [redacted] spoke with Ms [redacted] after the repair and she indicated that she was satisfied with the technician and his services As a conciliatory gesture for any inconvenience Ms [redacted] may have experienced, we have extended the MPA coverage on her washer and dryer for six months; the agreements now expire on May 19, With that said, since we have completed the repair to Mr [redacted] dryer, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) Thanks to Revdex.com I have received my money back, I will never shop at sears again due to horrible local and corporate customer service and support
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] August 13, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - KRachel [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her recent online order We would first like to apologize for any inconvenience Ms [redacted] may have experiencedAfter reviewing the order we found that she had been in contact with Online Solutions, Sears' escalated complaint departmentOnline Solutions assisted in contacting the Marketplace vendor to arrange the returnOur records show that a refund was processed on August 9, 2015, for $under return receipt number We can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, Online Solutions advised that the [redacted] account will not be charged backIn the interim, since a refund has been provided and we have noted Ms [redacted] 's concerns, 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have reviewed Mr [redacted] rebuttal complaint regarding his non-receipt of a refund for his recent online order We sent an email correspondence to Mr [redacted] on January 28, 2016, advising that we reached out to Store General Manager [redacted] ***While the local store was unable to locate a second charge, we have decided to issue a refund of $to resolve this matterSince our system would not allow the refund to go back to his [redacted] account, the refund will be mailed to him in the form of a bank checkMr [redacted] should receive the check by February 11, Should Mr [redacted] have any further questions or concerns, he may contact me via email at [redacted] In the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 22, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Clark [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the delay in refund process for Mr [redacted] , his father, cancelled order for a refrigerator Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] and Mr [redacted] may have experiencedWe want to assure Mr [redacted] that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further We apologize that Mr [redacted] was not informed by the store associate that in order to place the online order for the refrigerator, his cash purchase would be transferred to a gift card purchaseRegrettably, online transactions cannot be processed with cashWhen Mr [redacted] cancelled the online order due to the delivery delay, our system will automatically issue a refund in the same method of payment; which in Mr [redacted] case was a gift cardOur records indicate that the order was cancelled on August 10, and the gift card refund was issued on August 12, Our records further indicate that Mr [redacted] and Mr [redacted] called multiple times to inquire about the refund and requested a bank check instead of the gift cardWe apologize that he was not informed that once the gift card was received, the store where the purchase was made would have to process the cash refundUpon further investigation, the notes indicated that on August 23, the store notified our Online Customer Service that Mr [redacted] had not received the gift cardWe submitted for a cancellation of the gift card and on September 3, we processed another gift card that was shipped via UPS We contacted Ms [redacted] and she confirmed that her father received the gift cardThey contacted the store and we processed a cash refund for Mr [redacted] in the amount of $With that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Olen M [redacted] ***
August 31, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – David [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his SYWR account and his recent transactionsIt seems Mr [redacted] feels he is due more points than what he has received recentlyWe reviewed his transactions, but did not see anything amiss However, we did see some bonus points he was offered, but failed to use before they expiredWe could also see that Mr [redacted] had recently returned some merchandiseIf a return is done, any points earned from that sale are removed from the accountThat said, we would be willing to discuss the matter with Mr [redacted] if he wishesHe may contact store manager, Linda [redacted] , during business hours at (805) 525-In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Tammie [redacted] Specialist, Regulatory ComplaintsTell us why here
August 11, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Sarah P [redacted] Dear MsVirghes: We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the refrigerator failed too soon and the scheduling issues when she requested service We apologize that Ms [redacted] refrigerator failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldAccording to our records, the refrigerator was purchased on May 12, and she requested an exchange due to the rust issue; the new refrigerator was delivered on May 22, Ms [redacted] reported the problem with the refrigerator on June 30, and requested serviceSince the refrigerator failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repairWarranty service was scheduled for July 26, to repair the ice maker issueAs a courtesy, a sooner service request was submitted and the appointment was rescheduled for July 20, Regrettably, the technician was not available and the service appointment was rescheduled for the next available date of August 18, The notes indicate that an attempt was made to contact Ms [redacted] on both numbers listed on her account; the primary number just rings and the voice mailbox was not set up for the secondary numberA sooner service request has been submitted, and Ms [redacted] will be contacted if a sooner service date becomes available We would also like to note that Ms [redacted] contacted our contract department regarding the service delay and was approved for rental reimbursement on a refrigerator; which was accepted by Ms [redacted] As far as Ms [redacted] ’s request to return the refrigerator is concerned, we did not find that this was warranted, specifically since the day return period had expiredHowever, we assure Ms [redacted] that if the refrigerator is deemed non repairable by our technician, the refrigerator will be exchangedWith that being said, since we have addressed the issue brought forth in Ms [redacted] ’s complaint we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
November 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Lee J O [redacted] Dear [redacted] We have completed the investigation of MrO [redacted] complaint regarding the diagnosis he received on his dishwasher and his request to receive not only a warranty repair but a refund of his feeAs clarification, Sears is not and has not been for many years, an authorized servicer for Whirlpool manufactured items such as [redacted] His owner’s manual instructs him on who to contact to arrange a warranty repair, and Sears is not listedWe would be happy to complete the repair we gave him a diagnosis for, but he would be responsible for the chargesIf he wants the repair completed under any exceptional parts warranty that might still be in effect, then he would need to contact [redacted] As for the charge for our diagnosis, MrO [redacted] contacted us for this and was advised in advance as to the minimum chargeThis charge covers our expenses for traveling to his home and evaluating his applianceWe fulfilled our part of this by providing the diagnosisIt is not our fault that MrO [redacted] assumed that we would provide any warranty repairs that might be applicable past his one year warrantyIf he had asked us in advance we would have been able to inform him that we are not an authorized servicer under any warranty that he may have had remainingWith that said, since the charges are valid we have not refunded these and have closed our file as this decision is commensurate to the circumstancesWe apologize to MrO [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a purchase made online at [redacted] manager of the Grand Junction Sears Outlet provided the following response: The ovens noted in Mr [redacted] complaint were purchased online and per the order, the ovens were to be picked up from the storeWhen I spoke with Mr [redacted] I explained that he did not pay for shipping and he became very agitated and told me that I needed to fix the problemI did explain to Mr [redacted] that I would try to locate shipping for him and I sent him several optionsMr [redacted] was very unhappy because of the prices to have the ovens shipped to his homeMr [redacted] agreed to take the cheaper rate and when [redacted] freight contacted him to cover the shipment, he said he wanted a lift gate and delivery to door [redacted] informed Mr [redacted] that the additional services requested will cost more money, and he was not interested in paying anything additionalThat said, the order has been canceled and Mr [redacted] has been fully refundedSince we have noted our response to Mr [redacted] complaint, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] rebuttal regarding his dissatisfaction with our response to his complaint about a recent online chat experience We have reviewed both Sears.com’s response and Mr [redacted] rebuttal, and we do not find that Mr [redacted] has brought any new information to his complaint While we understand that he was dissatisfied with the service he received, any request for specific information about an employee and/or Sears’ methods for addressing complaints about specific employees intrudes upon the employee and/or employer’s protected right to privacy We feel that our clarification of the “refurbished” description, as posted on our website, is a sufficient resolution for this issue, especially considering that Mr [redacted] did not complete a purchase that would be affected by an explanation of this description, whether correct or otherwise Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we can only again apologize that we failed his expectations We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
November 29, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her order for patio furniture We would first like to note that Ms [redacted] purchased her items from one of our Marketplace vendors [redacted] As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program The 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 destination Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors For 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 orders and the purchase is subject to the terms of each seller’s individual return policyAs a courtesy, we have contacted the seller and they assured us that they had sent replacement pieces to Ms [redacted] We hope that this brings some closure to Ms [redacted] on this matterAs this decision is in accordance to our posted terms and conditions, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Specialist, Regulatory Complaints [redacted] Email: [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10993691, and find that this resolution is satisfactory to me Sincerely, Bethany [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service coverage under her Master Protection Agreement for her cook top It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing itThe most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surfaceEach of these actions can cause a stress fracture and 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 and then cools, the glass can suddenly seem to failThe second most common situation is when you have what is called “Boil Over”This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter, boil over can happen multiple times before the stress to the cooktop reaches the point of fracturing It is also important to note that the pictures taken by the service technician show multiple incidents of Boil Over and pitting on the burnerThis is due to improper use and maintenance and occurs over time and not all at onceBased on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage and a lack of regular maintenance which is not covered under the terms and condition Section [redacted] Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature Although the repairs are not covered under the MPA Ms [redacted] is entitled to a 25% discount on all non-covered repairs under the terms and conditions of the MPA but if she feels the MPA has no value for her she may cancel by contacting our Benefits department directly at [redacted] Since we have explained why repair of the cook top was not covered under the MPA we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 24, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Terry [redacted] Dear MsVirghes: We have completed the investigation of Mr [redacted] ’s complaint regarding his dissatisfaction with the problems he encounters when he attempts to cash his checks at the Kmart Store We have Mr [redacted] ’s complaint and we apologize that we failed to meet his expectationsAs Mr [redacted] mentioned in his complaint, he had previously filed a Revdex.com complaint regarding the same issueOn March 1, we investigated and informed Mr [redacted] that District Manager MrMasaryk has called the National Customer Relations (NCR) when this issue has happened and with Mr [redacted] presentNCR confirms that everything is ok; however, the registers won't read the checkMrMasaryk advised that the checks are being denied by the electronic check clearing house in FloridaThe registers will not read the checks, this is a system issue and there is nothing that can be done when the registers don't sync We would also like to note on February 24, Mr [redacted] ’s concern was also addressed by our Executive Member Support team and was provided the above information and, as a one-time offer, he was issued $Shop Your Way Reward points for his inconvenienceWhile we understand that he is dissatisfied that the store was unable to cash his qualified check, the fact remains that on several occasions we made Mr [redacted] aware that this is an intermittent problem and the issue has nothing to do with the store or the associatesWith that being said, since we have addressed the issue brought forth in Mr [redacted] ’s complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
June 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the repair of her mower We have reviewed Ms [redacted] service history and apologize for any inconveniences she may have with regards to the repair of her mower We escalated her concerns to [redacted] , District Service Manager who called Ms [redacted] and discussed her complaint He agreed to send another technician to Ms [redacted] home on June 16, where the mandrel was replaced with no labor charge That being said, because Ms [redacted] mower has been repaired and is working as designed, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Diana [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding proof of purchase from a refrigerator purchased from SearsWithout a Salescheck, which is considered Sears official proof of purchase, Mr [redacted] is unable to tender Ms [redacted] ’s claim to GE, the manufacturer of her refrigerator That said, Mr [redacted] has been emailed screen shot showing that we have a purchase date of 7/1/noted in our system, but it does not show a purchase location, therefore there is no way to prove the refrigerator was purchased from SearsThe refrigerator model number and 7/1/purchase date may have been manually entered into the system when Ms [redacted] called for service on the refrigeratorIt is extremely important to note that there is no sales check number noted in our system, therefore the purchase information may not be accepted as official by GEWe reiterate that Mr [redacted] has informed Ms [redacted] that he recommended that she reach out and file a claim directly with GE, the manufacturer of the refrigerator in questionSince we have noted our response to Ms [redacted] ’s complaint, we ask that this complaint remain closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
September 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Anna P [redacted] - # [redacted] Dear [redacted] : We have completed our investigation of MsP [redacted] complaint regarding her refrigerator repair It is regrettable that we failed MsP [redacted] expectations in regard to the service to her refrigeratorWe value MsP [redacted] patronage, and we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure MsP [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsP [redacted] for any inconvenience we may have caused Upon receiving MsP [redacted] complaint, we contacted the local service unit for assistance Sabrina P [redacted] with unit [redacted] subsequently spoke with MsP [redacted] regarding the problems she has experienced with her refrigerator repair The upcoming service was confirmed and our records show that the repair to MsP [redacted] refrigerator was completed on September 14, 2017, with the installation of a new evaporator and drier assembly Additionally, we have processed a $check to help reimburse MsP [redacted] for the mini-fridge she purchased while she was waiting for the completion of the repair With that said, since we have documented MsP [redacted] concerns with the repair process and we have completed the repair to her refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to MsP [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meI do appreciate the efforts by Sears to make this rightIt would have been nice to be able to talk to someone with this kind of power to correct the situation to begin with instead of someone in India who I couldn't understand very wellIt would have saved a lot of aggravation Thank You Sincerely, [redacted]
January 26, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her sears.com order It is unfortunate that we failed Ms [redacted] expectations when he recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we sent an email directly to Ms [redacted] on December 24, 2016, to inform her that refunds of $32.91, $470.45, and were issued to her Visa ending in on the same date, since our vendor was unable to provide us with an earlier fulfillment date for her order Ms [redacted] may reply to our email if she has any further questions about this issue or her refund We did not find that Ms [redacted] request to have interest refunded was justified, since her order was not held for a period equivalent to one full billing cycle, and we were also unable to honor her request for compensation for lost time or wages, because such compensation is not a condition of ordering from sears.com 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 a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Ms [redacted] comments and the requested refund 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, [redacted] Regulatory Complaint Specialist [redacted] ***
July 5, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her dryer We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] As we stated in our pending letter, the repair to Ms [redacted] dryer was scheduled for June 30, Our records show that the repair was completed that same day Additionally, Member Advocate [redacted] spoke with Ms [redacted] after the repair and she indicated that she was satisfied with the technician and his services As a conciliatory gesture for any inconvenience Ms [redacted] may have experienced, we have extended the MPA coverage on her washer and dryer for six months; the agreements now expire on May 19, With that said, since we have completed the repair to Mr [redacted] dryer, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) Thanks to Revdex.com I have received my money back, I will never shop at sears again due to horrible local and corporate customer service and support
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] August 13, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: [redacted] - KRachel [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her recent online order We would first like to apologize for any inconvenience Ms [redacted] may have experiencedAfter reviewing the order we found that she had been in contact with Online Solutions, Sears' escalated complaint departmentOnline Solutions assisted in contacting the Marketplace vendor to arrange the returnOur records show that a refund was processed on August 9, 2015, for $under return receipt number We can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, Online Solutions advised that the [redacted] account will not be charged backIn the interim, since a refund has been provided and we have noted Ms [redacted] 's concerns, 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 [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 28, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have reviewed Mr [redacted] rebuttal complaint regarding his non-receipt of a refund for his recent online order We sent an email correspondence to Mr [redacted] on January 28, 2016, advising that we reached out to Store General Manager [redacted] ***While the local store was unable to locate a second charge, we have decided to issue a refund of $to resolve this matterSince our system would not allow the refund to go back to his [redacted] account, the refund will be mailed to him in the form of a bank checkMr [redacted] should receive the check by February 11, Should Mr [redacted] have any further questions or concerns, he may contact me via email at [redacted] In the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 22, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Clark [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the delay in refund process for Mr [redacted] , his father, cancelled order for a refrigerator Firstly we would like to apologize for the inconvenience and disappointment that Mr [redacted] and Mr [redacted] may have experiencedWe want to assure Mr [redacted] that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further We apologize that Mr [redacted] was not informed by the store associate that in order to place the online order for the refrigerator, his cash purchase would be transferred to a gift card purchaseRegrettably, online transactions cannot be processed with cashWhen Mr [redacted] cancelled the online order due to the delivery delay, our system will automatically issue a refund in the same method of payment; which in Mr [redacted] case was a gift cardOur records indicate that the order was cancelled on August 10, and the gift card refund was issued on August 12, Our records further indicate that Mr [redacted] and Mr [redacted] called multiple times to inquire about the refund and requested a bank check instead of the gift cardWe apologize that he was not informed that once the gift card was received, the store where the purchase was made would have to process the cash refundUpon further investigation, the notes indicated that on August 23, the store notified our Online Customer Service that Mr [redacted] had not received the gift cardWe submitted for a cancellation of the gift card and on September 3, we processed another gift card that was shipped via UPS We contacted Ms [redacted] and she confirmed that her father received the gift cardThey contacted the store and we processed a cash refund for Mr [redacted] in the amount of $With that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file Again, we apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Olen M [redacted] ***
August 31, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – David [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding his SYWR account and his recent transactionsIt seems Mr [redacted] feels he is due more points than what he has received recentlyWe reviewed his transactions, but did not see anything amiss However, we did see some bonus points he was offered, but failed to use before they expiredWe could also see that Mr [redacted] had recently returned some merchandiseIf a return is done, any points earned from that sale are removed from the accountThat said, we would be willing to discuss the matter with Mr [redacted] if he wishesHe may contact store manager, Linda [redacted] , during business hours at (805) 525-In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Tammie [redacted] Specialist, Regulatory ComplaintsTell us why here
August 11, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Sarah P [redacted] Dear MsVirghes: We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction that the refrigerator failed too soon and the scheduling issues when she requested service We apologize that Ms [redacted] refrigerator failed to meet her expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few months oldAccording to our records, the refrigerator was purchased on May 12, and she requested an exchange due to the rust issue; the new refrigerator was delivered on May 22, Ms [redacted] reported the problem with the refrigerator on June 30, and requested serviceSince the refrigerator failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repairWarranty service was scheduled for July 26, to repair the ice maker issueAs a courtesy, a sooner service request was submitted and the appointment was rescheduled for July 20, Regrettably, the technician was not available and the service appointment was rescheduled for the next available date of August 18, The notes indicate that an attempt was made to contact Ms [redacted] on both numbers listed on her account; the primary number just rings and the voice mailbox was not set up for the secondary numberA sooner service request has been submitted, and Ms [redacted] will be contacted if a sooner service date becomes available We would also like to note that Ms [redacted] contacted our contract department regarding the service delay and was approved for rental reimbursement on a refrigerator; which was accepted by Ms [redacted] As far as Ms [redacted] ’s request to return the refrigerator is concerned, we did not find that this was warranted, specifically since the day return period had expiredHowever, we assure Ms [redacted] that if the refrigerator is deemed non repairable by our technician, the refrigerator will be exchangedWith that being said, since we have addressed the issue brought forth in Ms [redacted] ’s complaint we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
November 6, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] – Lee J O [redacted] Dear [redacted] We have completed the investigation of MrO [redacted] complaint regarding the diagnosis he received on his dishwasher and his request to receive not only a warranty repair but a refund of his feeAs clarification, Sears is not and has not been for many years, an authorized servicer for Whirlpool manufactured items such as [redacted] His owner’s manual instructs him on who to contact to arrange a warranty repair, and Sears is not listedWe would be happy to complete the repair we gave him a diagnosis for, but he would be responsible for the chargesIf he wants the repair completed under any exceptional parts warranty that might still be in effect, then he would need to contact [redacted] As for the charge for our diagnosis, MrO [redacted] contacted us for this and was advised in advance as to the minimum chargeThis charge covers our expenses for traveling to his home and evaluating his applianceWe fulfilled our part of this by providing the diagnosisIt is not our fault that MrO [redacted] assumed that we would provide any warranty repairs that might be applicable past his one year warrantyIf he had asked us in advance we would have been able to inform him that we are not an authorized servicer under any warranty that he may have had remainingWith that said, since the charges are valid we have not refunded these and have closed our file as this decision is commensurate to the circumstancesWe apologize to MrO [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely,Dana S [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding a purchase made online at [redacted] manager of the Grand Junction Sears Outlet provided the following response: The ovens noted in Mr [redacted] complaint were purchased online and per the order, the ovens were to be picked up from the storeWhen I spoke with Mr [redacted] I explained that he did not pay for shipping and he became very agitated and told me that I needed to fix the problemI did explain to Mr [redacted] that I would try to locate shipping for him and I sent him several optionsMr [redacted] was very unhappy because of the prices to have the ovens shipped to his homeMr [redacted] agreed to take the cheaper rate and when [redacted] freight contacted him to cover the shipment, he said he wanted a lift gate and delivery to door [redacted] informed Mr [redacted] that the additional services requested will cost more money, and he was not interested in paying anything additionalThat said, the order has been canceled and Mr [redacted] has been fully refundedSince we have noted our response to Mr [redacted] complaint, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]