Complaint: ***
I am rejecting this response because:I ended up very sick due to this, and when the bill comes from that, you will pay it Not only that, but my fridge smells horrible still Then, to top it off, your escalations team member, Debbie, thought it fine to send me information on another customer Everything from their names and address to their bank info You guys need closed for good Awful company, terrible customer service You could have easily actually replaced the fridge or taken it to be repaired elsewhere and brought a temporary fridge in for me, but you instead left me with a useless fridge for over a month This is far from over and I will seek damages
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2015/07/29) */
July
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms.***
We have not been able to complete the investigation of Mr.***
complaint regarding the delay in receiving his purchased appliances
Due to the concerns brought forth in Mr.*** complaint, we called him and left a message requesting a callbackOnce we have the opportunity to speak with him, we would gladly provide him with the all the options he has with us as a valued customerWe ask Mr.*** to call us directly at ***At this time, we have closed our files pending the callback from Mr.***
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -***
Initial Consumer Rebuttal /* (3000, 12, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called the number and left a message at the extensionI do not have records on my phone of calls coming from the number above so I have no idea who they have been callingMy phone number is XXX-XXX-XXXX
Final Business Response /* (4000, 36, 2015/10/20) */
October 20,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms.***
We have reviewed Ms.*** rebuttal to the response we previously sent
After reviewing Ms.*** response, we contacted our credit department and were informed that a check in the amount of $was mailed out on August 27, Our finance department conducted an auditThey were able to confirm that the check has yet to be cashAt this time, the original check was canceled and a new check was issued on October 07, The check will be tracked to ensure Ms.*** receives it accordinglyWe ask Ms.*** to allow 7-business days to arrive via USPSSince we re-issued a check to Ms.***, we respectfully request this case remain closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 38, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check arrived yesterdayThis case is now closed
December 8,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** ***
Via: Revdex.com website
Dear Ms***
Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding
your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate
Pursuant to Mr*** window concerns, we have completed the window repairI have spoken with the customer and he is satisfied with the service in addition, provided a gift card for inconveniences and delays as promised by our local manager
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he might have experiencedIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***
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,
*** ***
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,
Sheri ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I was finally impressed by Sears response, especially with the replacement of the part vsjust defrosting again. Also, it was generous for Sears to include the additional year warranty. Thank you for your assistance
Sincerely,
*** ***
July 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #9***- James ** ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the offer made to him for laundry reimbursement and his request to receive another $on top of the already issued $
We would first like to clarify that any offer to provide laundry reimbursement is done so as a courtesy, and is not an entitlement under the terms of the Service Smart Agreement (SSA)When it is offered, it is done so at a maximum of $a week for a period of no more than weeks, so that reimbursement never exceeds $After reviewing Mr*** sequence of events as he laid them out in his complaint, we did not feel that his request to receive the additional $was unreasonableTherefore, we have issued him a mailed bank check for $and it is being sent to the same address as noted on this complaint; it should arrive in the next 2-weeksSince we have provided Mr*** with his requested resolution, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: 512-***
Email: Dana.***@searshc.com
May 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent water filter purchase
and his request to receive the discount according to his Protection Plan It is unfortunate that we failed Mr*** expectations as we value his patronageWe can assure that his concerns with being transferred to several departments have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the complaint filed, and in an attempt to provide a resolution we issued a sales adjustmentA refund of $which is more than double the discount amount he would normally receive, has been issuedFor Mr*** records the sales adjustment receipt number is *** The credit will post to Mr*** *** account ending in *** within to business daysShould Mr*** have any questions, he may contact us via email at ***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator***
***, Sears Home Services, Customer Advocate provided the following response: Repairs to Ms*** refrigerator have been completedAfter the service call was completed I contacted Ms*** and she informed me that the refrigerator was working as designedAdditionally, after the completion of the repairs, Ms*** purchased a protection agreement from the technicianIf I can be of any additional assistance to Ms***, she can reach me at ***That said, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: S*** W*** * * *** Dear Ms*** We have completed our investigation of MsW*** complaint regarding Sears
Carpet Cleaning It is regrettable that we failed MsW*** expectations when she recently received service through Sears Carpet CleaningWe value MsW*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we have forwarded MsW*** concerns to the appropriate management team for further review. Accordingly, MsW*** was contacted and a follappointment was scheduled for July 21, 2017. It is our understanding that the was completed and that MsW*** is satisfied with the results. With that said, since we have documented MsW*** concerns with Sears Carpet Cleaning and we have provided her with the follcleaning she requested, we ask that this matter be closed We apologize to MsW*** and we appreciate the opportunity to address this matter Sincerely, M*** L*** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Eva M *** Dear Ms***: We have completed our investigation of Ms***’ complaint regarding her Recalled Samsung washer We understand that Ms
*** is upset that her Samsung washer was recalled in November Ms*** alludes that Sears knowingly sold and service a product that was recalledWe would like to point out that Sears is not the manufacture of Samsung products nor would we have been involved with the CPSC recall process and in fact were notified of the recall at the same time consumers were notified, November With that being said our records show that Ms*** purchased her Sears Appliance Warranty on May 28, and it is still activeThe last time the Samsung washer was serviced by Sears under the Appliance warranty was on June 11, 2016, five months before the recall was announced The Appliance Warranty covers all Ms***’ major appliances not just her washer but if the washer is the reason she purchased the service warranty we suggest she address this with Samsung directly, as the manufacture of the washer it is possible that Samsung would address this issue especially with the flooding of her basement that she states was due to the Samsung washerIf Ms*** feels that the Sears Appliance Warranty no longer has value to her she need only contact the benefits office and request a cancellationBut we are not able to honor her request for a refund of the last months of coverage when services were rendered under that service agreementSince we have explained why we are not able to honor Ms*** request for a refund of months of service coverage we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I saw no signs at the register and the cashier made no mention of the policy, I didn't rerun I only wanted to exchangeI deal with *** they always honor returnsI will no longer shop at Sears with this horrible policy and will share that with friends
Complaint: ***
I am rejecting this response because:in spending per month, what is coveredIt seems to me that the list of non covered items outweighs what is coveredThis is rediculous and I think this is deceitful practice that this company is doing
Sincerely,
*** ***
December 22,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** ** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding the pricing of a recent purchase Auto Center Manager *** *** provided the following response: As clarification, the pricing for our bulk oil used for oil changes is slightly different than the price for bottled units sold on the shelfHowever, Mr** was provided with an invoice for the pricing and it was signedFurthermore, the package price for our oil change service is clearly disclosedDespite these facts, we appreciate Mr*** business and we offered to provide him with a gift card for the difference in cost or $10.75, as a courtesy and he acceptedShould Mr** have any other concerns, he may contact me (Randy) during business hours at *** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - # *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer and her request to be refunded for the product
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. While a refund of her washer is not an option, as she is outside the 30-day return policy, she is entitled to a full refund of her Master Protection Agreement (MPA) while the one-year manufacturer’s warranty is in effect. In other words, Ms*** cancel her MPA without penalty until February 23, 2016, if she is still dissatisfied with Sears Home ServicesAs to the repair of her washer, it is our understanding that a Sears technician installed the parts that were previously ordered on December 17, 2015; completing the repair. Furthermore, we would like to assure Ms*** that we do not take her concerns lightly and we have documented her valuable feedback. With that said, since we have completed the repair to Ms***’s washer, albeit later than expected, and registered her concerns with the repair process, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be satisfactory to me IF the business does what they say they will do I have left a message for Ms*** and am awaiting a call from her My past history with Sears is that they promise one thing and do not follow through So please do NOT close this complaint file until they have actually made the refund that they now say they are willing to doThank you!
Sincerely,
Elizabeth ***
April 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the refund amount he was issued
when he returned a pair of boots that he purchased online
Upon receipt of Mr*** complaint we reviewed his online order for the purchase of the bootsThe retail price of the boots that Mr*** purchased were $However, Mr*** was issued a 10% discount on the boots and his final sale price was $We would like to note that our return policy states, that refunds will be issued in the same form as the original method of paymentOur records indicate that for his boot order, Mr*** paid $on his *** card and $using reward points from his Shop Your Way Rewards (SYWR) account; for a total of $
As clarification, SYWR members can earn points with qualifying purchases, which they can use on future purchasesThe SYWR policy on returns states, “Any Points you earn on a Program-Eligible Purchase are deducted from your Points account if you return the merchandise, or cancel the service, comprising that Program Eligible Purchase, even if: (i) you have redeemed those Points prior to the return or cancellation, (ii) some or all of the Points deducted from your account are not related to the Program Eligible Purchase for which such return or cancellation is made, and (iii) the deduction from your Points account results in a negative Points balanceIn the event that the number of Points that could be deducted from your Points account as a result of a return or cancellation exceeds your current Points account balance, Company reserves the right to determine the Redemption Value of the Points shortfall and reduce the amount of your refund or credit for such return or cancellation by such Redemption Value.”
In Mr*** case, he earned $worth of rewards points when he purchased the boots on this orderWhen Mr*** returned the boots to the store, the $worth of rewards points that he had earned with the purchase of the boots had been redeemed and his SYWR rewards account was in a negative balanceTherefore, the $worth of rewards points he earn on his order were deducted from the credit issued:
Retail price of $
- $(for the discount that was applied)
- $(points) were issued to his SYWR account
- $(points) reduced amount from his refund for reward points that were redeemed
Refund amount due: $
On January 20, we issued Mr*** a credit of $to his *** card ending in *** (receipt attached)With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10886627, and find that this resolution is satisfactory to me.
It pleases me to know that Sears continues to be a company that I can trust with all my home appliance needs
Sincerely,
Gregory H ***
Complaint: ***
I am rejecting this response because: This man was abusive , rude and demandingHe would not tell me his name or company or even let me speak for that matterThis is a very unprofessional company who already knows I had a problem with this rude man and insists that this be their remedyIt is unacceptable What's more I received a letter with this out of state number(not toll free) and every time I called it, it went to voice mailIn addition their employee stole my tool kit from my trunk, which they had no business in, in the first placeI have made a complaint to the county licensing board where they retain a license to be in businessI have not heard from them yet
Sincerely,
Scott L***
November 16, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mojisola *** - # *** Dear Ms***: We have completed the investigation of Ms*** rebuttal to our previous response After several repair attempts were made to Ms*** refrigerator, we have decided to replace the unit under her Master Protection Agreement (MPA). Based upon the features of her current refrigerator, we have determined that $2,will provide her with a comparable replacement. Ms*** can go to her local Sears today to reselect; any Blue Crew associate can assist her. Ms*** will need to provide her telephone number on file, (***) ***, to confirm the authorization. The new refrigerator will be delivered at no charge and the old unit removed. Lastly, the remaining MPA coverage will transfer to the new refrigerator. With that said, since are providing Ms*** with an equitable resolution, albeit later than expected, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:I ended up very sick due to this, and when the bill comes from that, you will pay it Not only that, but my fridge smells horrible still Then, to top it off, your escalations team member, Debbie, thought it fine to send me information on another customer Everything from their names and address to their bank info You guys need closed for good Awful company, terrible customer service You could have easily actually replaced the fridge or taken it to be repaired elsewhere and brought a temporary fridge in for me, but you instead left me with a useless fridge for over a month This is far from over and I will seek damages
Sincerely,
*** ***
Initial Business Response /* (1000, 10, 2015/07/29) */
July
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms.***
We have not been able to complete the investigation of Mr.***
complaint regarding the delay in receiving his purchased appliances
Due to the concerns brought forth in Mr.*** complaint, we called him and left a message requesting a callbackOnce we have the opportunity to speak with him, we would gladly provide him with the all the options he has with us as a valued customerWe ask Mr.*** to call us directly at ***At this time, we have closed our files pending the callback from Mr.***
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -***
Initial Consumer Rebuttal /* (3000, 12, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called the number and left a message at the extensionI do not have records on my phone of calls coming from the number above so I have no idea who they have been callingMy phone number is XXX-XXX-XXXX
Final Business Response /* (4000, 36, 2015/10/20) */
October 20,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms.***
We have reviewed Ms.*** rebuttal to the response we previously sent
After reviewing Ms.*** response, we contacted our credit department and were informed that a check in the amount of $was mailed out on August 27, Our finance department conducted an auditThey were able to confirm that the check has yet to be cashAt this time, the original check was canceled and a new check was issued on October 07, The check will be tracked to ensure Ms.*** receives it accordinglyWe ask Ms.*** to allow 7-business days to arrive via USPSSince we re-issued a check to Ms.***, we respectfully request this case remain closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX
***@searshc.com
Final Consumer Response /* (2000, 38, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check arrived yesterdayThis case is now closed
December 8,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com Case #: *** *** ***
Via: Revdex.com website
Dear Ms***
Thank you for contacting Sears Home Improvement Products, Inc(SHIP) regarding
your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer's concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate
Pursuant to Mr*** window concerns, we have completed the window repairI have spoken with the customer and he is satisfied with the service in addition, provided a gift card for inconveniences and delays as promised by our local manager
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value Mr*** as a customer and apologize for any frustrations or inconveniences he might have experiencedIf you have any questions or concerns, please contact me directly at *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: *** ***
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,
*** ***
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,
Sheri ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I was finally impressed by Sears response, especially with the replacement of the part vsjust defrosting again. Also, it was generous for Sears to include the additional year warranty. Thank you for your assistance
Sincerely,
*** ***
July 17,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #9***- James ** ***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the offer made to him for laundry reimbursement and his request to receive another $on top of the already issued $
We would first like to clarify that any offer to provide laundry reimbursement is done so as a courtesy, and is not an entitlement under the terms of the Service Smart Agreement (SSA)When it is offered, it is done so at a maximum of $a week for a period of no more than weeks, so that reimbursement never exceeds $After reviewing Mr*** sequence of events as he laid them out in his complaint, we did not feel that his request to receive the additional $was unreasonableTherefore, we have issued him a mailed bank check for $and it is being sent to the same address as noted on this complaint; it should arrive in the next 2-weeksSince we have provided Mr*** with his requested resolution, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: 512-***
Email: Dana.***@searshc.com
May 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent water filter purchase
and his request to receive the discount according to his Protection Plan It is unfortunate that we failed Mr*** expectations as we value his patronageWe can assure that his concerns with being transferred to several departments have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the complaint filed, and in an attempt to provide a resolution we issued a sales adjustmentA refund of $which is more than double the discount amount he would normally receive, has been issuedFor Mr*** records the sales adjustment receipt number is *** The credit will post to Mr*** *** account ending in *** within to business daysShould Mr*** have any questions, he may contact us via email at ***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her refrigerator***
***, Sears Home Services, Customer Advocate provided the following response: Repairs to Ms*** refrigerator have been completedAfter the service call was completed I contacted Ms*** and she informed me that the refrigerator was working as designedAdditionally, after the completion of the repairs, Ms*** purchased a protection agreement from the technicianIf I can be of any additional assistance to Ms***, she can reach me at ***That said, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: S*** W*** * * *** Dear Ms*** We have completed our investigation of MsW*** complaint regarding Sears
Carpet Cleaning It is regrettable that we failed MsW*** expectations when she recently received service through Sears Carpet CleaningWe value MsW*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we have forwarded MsW*** concerns to the appropriate management team for further review. Accordingly, MsW*** was contacted and a follappointment was scheduled for July 21, 2017. It is our understanding that the was completed and that MsW*** is satisfied with the results. With that said, since we have documented MsW*** concerns with Sears Carpet Cleaning and we have provided her with the follcleaning she requested, we ask that this matter be closed We apologize to MsW*** and we appreciate the opportunity to address this matter Sincerely, M*** L*** Regulatory Complaints Specialist
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Eva M *** Dear Ms***: We have completed our investigation of Ms***’ complaint regarding her Recalled Samsung washer We understand that Ms
*** is upset that her Samsung washer was recalled in November Ms*** alludes that Sears knowingly sold and service a product that was recalledWe would like to point out that Sears is not the manufacture of Samsung products nor would we have been involved with the CPSC recall process and in fact were notified of the recall at the same time consumers were notified, November With that being said our records show that Ms*** purchased her Sears Appliance Warranty on May 28, and it is still activeThe last time the Samsung washer was serviced by Sears under the Appliance warranty was on June 11, 2016, five months before the recall was announced The Appliance Warranty covers all Ms***’ major appliances not just her washer but if the washer is the reason she purchased the service warranty we suggest she address this with Samsung directly, as the manufacture of the washer it is possible that Samsung would address this issue especially with the flooding of her basement that she states was due to the Samsung washerIf Ms*** feels that the Sears Appliance Warranty no longer has value to her she need only contact the benefits office and request a cancellationBut we are not able to honor her request for a refund of the last months of coverage when services were rendered under that service agreementSince we have explained why we are not able to honor Ms*** request for a refund of months of service coverage we have closed our case We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I saw no signs at the register and the cashier made no mention of the policy, I didn't rerun I only wanted to exchangeI deal with *** they always honor returnsI will no longer shop at Sears with this horrible policy and will share that with friends
Complaint: ***
I am rejecting this response because:in spending per month, what is coveredIt seems to me that the list of non covered items outweighs what is coveredThis is rediculous and I think this is deceitful practice that this company is doing
Sincerely,
*** ***
December 22,
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re* *** ** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding the pricing of a recent purchase Auto Center Manager *** *** provided the following response: As clarification, the pricing for our bulk oil used for oil changes is slightly different than the price for bottled units sold on the shelfHowever, Mr** was provided with an invoice for the pricing and it was signedFurthermore, the package price for our oil change service is clearly disclosedDespite these facts, we appreciate Mr*** business and we offered to provide him with a gift card for the difference in cost or $10.75, as a courtesy and he acceptedShould Mr** have any other concerns, he may contact me (Randy) during business hours at *** *** In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
December 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - # *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her washer and her request to be refunded for the product
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washer. While a refund of her washer is not an option, as she is outside the 30-day return policy, she is entitled to a full refund of her Master Protection Agreement (MPA) while the one-year manufacturer’s warranty is in effect. In other words, Ms*** cancel her MPA without penalty until February 23, 2016, if she is still dissatisfied with Sears Home ServicesAs to the repair of her washer, it is our understanding that a Sears technician installed the parts that were previously ordered on December 17, 2015; completing the repair. Furthermore, we would like to assure Ms*** that we do not take her concerns lightly and we have documented her valuable feedback. With that said, since we have completed the repair to Ms***’s washer, albeit later than expected, and registered her concerns with the repair process, we ask that this matter be closedAgain, we apologize to Ms*** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be satisfactory to me IF the business does what they say they will do I have left a message for Ms*** and am awaiting a call from her My past history with Sears is that they promise one thing and do not follow through So please do NOT close this complaint file until they have actually made the refund that they now say they are willing to doThank you!
Sincerely,
Elizabeth ***
April 18,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the refund amount he was issued
when he returned a pair of boots that he purchased online
Upon receipt of Mr*** complaint we reviewed his online order for the purchase of the bootsThe retail price of the boots that Mr*** purchased were $However, Mr*** was issued a 10% discount on the boots and his final sale price was $We would like to note that our return policy states, that refunds will be issued in the same form as the original method of paymentOur records indicate that for his boot order, Mr*** paid $on his *** card and $using reward points from his Shop Your Way Rewards (SYWR) account; for a total of $
As clarification, SYWR members can earn points with qualifying purchases, which they can use on future purchasesThe SYWR policy on returns states, “Any Points you earn on a Program-Eligible Purchase are deducted from your Points account if you return the merchandise, or cancel the service, comprising that Program Eligible Purchase, even if: (i) you have redeemed those Points prior to the return or cancellation, (ii) some or all of the Points deducted from your account are not related to the Program Eligible Purchase for which such return or cancellation is made, and (iii) the deduction from your Points account results in a negative Points balanceIn the event that the number of Points that could be deducted from your Points account as a result of a return or cancellation exceeds your current Points account balance, Company reserves the right to determine the Redemption Value of the Points shortfall and reduce the amount of your refund or credit for such return or cancellation by such Redemption Value.”
In Mr*** case, he earned $worth of rewards points when he purchased the boots on this orderWhen Mr*** returned the boots to the store, the $worth of rewards points that he had earned with the purchase of the boots had been redeemed and his SYWR rewards account was in a negative balanceTherefore, the $worth of rewards points he earn on his order were deducted from the credit issued:
Retail price of $
- $(for the discount that was applied)
- $(points) were issued to his SYWR account
- $(points) reduced amount from his refund for reward points that were redeemed
Refund amount due: $
On January 20, we issued Mr*** a credit of $to his *** card ending in *** (receipt attached)With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10886627, and find that this resolution is satisfactory to me.
It pleases me to know that Sears continues to be a company that I can trust with all my home appliance needs
Sincerely,
Gregory H ***
Complaint: ***
I am rejecting this response because: This man was abusive , rude and demandingHe would not tell me his name or company or even let me speak for that matterThis is a very unprofessional company who already knows I had a problem with this rude man and insists that this be their remedyIt is unacceptable What's more I received a letter with this out of state number(not toll free) and every time I called it, it went to voice mailIn addition their employee stole my tool kit from my trunk, which they had no business in, in the first placeI have made a complaint to the county licensing board where they retain a license to be in businessI have not heard from them yet
Sincerely,
Scott L***
November 16, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Mojisola *** - # *** Dear Ms***: We have completed the investigation of Ms*** rebuttal to our previous response After several repair attempts were made to Ms*** refrigerator, we have decided to replace the unit under her Master Protection Agreement (MPA). Based upon the features of her current refrigerator, we have determined that $2,will provide her with a comparable replacement. Ms*** can go to her local Sears today to reselect; any Blue Crew associate can assist her. Ms*** will need to provide her telephone number on file, (***) ***, to confirm the authorization. The new refrigerator will be delivered at no charge and the old unit removed. Lastly, the remaining MPA coverage will transfer to the new refrigerator. With that said, since are providing Ms*** with an equitable resolution, albeit later than expected, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist