July 11, [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 recent purchase We have spoken with [redacted] , the manufacturer of Mr [redacted] weight machineThey informed us that boxes and are identical; they both have the same weights so Mr [redacted] should have a full setIf Mr [redacted] opens the boxes and finds that something is amiss, he may email me directly at the address listed belowIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding his lawn mower We value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenience That being said the store manager, [redacted] spoke to Mr [redacted] on March 13, and requested he come into the store to have the refund processed for the mowerMr [redacted] stated that he was too busy to come in that week and would be in on Monday March 20, Mr [redacted] did not come in to the Fairfield store on the 20th nor has he been to the store as of March 30, I offer to process the return is good for days, after July 1, the offer will be null and voidSince we are currently waiting for Mr [redacted] to return to the store so that we can process his refund as he requested and are currently waiting on him we ask to have this matter closed Again, we apologize to Mr [redacted] for this issue 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 Complaint Specialist [redacted]
Complaint: [redacted] I am rejecting this response because: You didn't even address the rebuttal The system that the phone representatives use should be one that is actually up-to-date If you're claiming that the item was shipped, then why did the representative and the email not actually reflect that it was shipped until days later? Its disingenuous to have me talk to a person on the phone and say 'Yes its cancelled" only to find out that they can't actually do it "The Offline" team can do it.The part was given to the [redacted] guy, and he put his label on it I didn't fill one out because it was a cancelled order and a mistake on your company's behalf Not a return.Tracking Number [redacted] It was received on 10-6-2016, and there still has not been a refund issued after business days.Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Outlet CenterSears Outlet Center has picked up Ms [redacted] refrigerator from her home and has processed a refundThat said, sales check [redacted] references a credit in the amount of $511.25, which should post to Ms [redacted] credit card used to complete the purchase within 3-business daysWe apologize for the inconvenience noted in Ms [redacted] complaintSince we have processed the aforementioned refund, we ask that this complaint be closedWe 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]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Mike [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his recent online order As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller's pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website After researching this matter, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] Outlet, [redacted] Palatine IL 60067, email: sales@ [redacted] .com, ph(866) [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details With that said, we confirmed with Sears Online Solutions that a refund gift card was systemically generated when the order was cancelledThe refund gift card ending in for a total of $was shipped on approximately September 11, Mr [redacted] should receive the refund gift card in the mail within fourteen business days which would be October 1, In closure, since a refund has been processed and this decision is in accordance to our posted terms and conditions, we have closed our file 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
Complaint: [redacted] I am rejecting this response because: The refund has not been received I request the complaint remain open until the refund is actually receivedIt seems the business has been trying to avoid reimbursing me and I would like this matter to be settledThank you Sincerely, Angela K [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Jennifer [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her dishwasherBrenda Pearson, Sears Home Services, Customer Advocate provided the following response: It is unfortunate that we failed Ms [redacted] expectations when she called Sears for service on her dishwasher We value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on August 9, While at the home the technician installed a previously ordered control assembly and control boardThe unit was tested prior to the technician leaving the home and it was found to be operating as designedMs [redacted] has my contact information and has agreed to contact me in the event she has any additional concernsThat said we ask that this complaint be closedWe 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
October 11, [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 her range repairAdditionally, we forwarded Ms [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly [redacted] with unit [redacted] spoke with Ms [redacted] on September 28, 2016, and was able to arrange for service that same dayThe technician examined the range and found that the element needed to be replaced Although the part was immediately ordered, it was not readily available from the manufacturer and could not be installed until October 8, As a conciliatory gesture for any inconvenience Ms [redacted] may have experienced, we have processed a 25% refund of the service fee Ms [redacted] should see a credit in the amount of $post to her [redacted] account ending in [redacted] in the next five to seven days In the interim, since we have completed the repair to Ms [redacted] range, 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
December 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the pricing of a purchase he wished to make We would like to sincerely apologize to Mr [redacted] for any misunderstandingSadly, the details he provided were not sufficient to provide a conclusive answer as to what the issue may have beenHowever, we want to note that any number of factors may have contributed to him not receiving the discount he felt he was entitled toIf Mr [redacted] can provide a receipt, we will gladly investigate the matter and comment furtherUntil then, we cannot proceedIn 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 concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Diane B [redacted] - # [redacted] Dear Ms [redacted] We have completed our investigation of MsB [redacted] complaint regarding her dryer repair It is regrettable that we failed MsB [redacted] expectations when she recently contacted Sears Homes Services to repair her dryerWe value MsB [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsB [redacted] for any inconvenience we may have caused Upon receiving MsB [redacted] complaint, we contacted the local service unit for assistance Delores H [redacted] with [redacted] responded that in accordance with MsB [redacted] request, refunds for $and $were submitted MsB [redacted] should receive a check for $and see a credit to her [redacted] account ending in [redacted] in the next two weeksWith that said, since we have documented MsB [redacted] concerns with the repair process and we have issued the aforementioned refunds, we ask that this matter be closed Again, we apologize to MsB [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 me Sincerely, George ***
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, Chuck F*
August 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his returned sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we our records indicate that sears.com confirmed Mr [redacted] return and issued refunds of $and $to his [redacted] ending in [redacted] on July 29, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
August 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of Mr K [redacted] complaint regarding his patio umbrella As an exception to our return policy, we have issued a full refund to MrK [redacted] account and he may dispose of it as he wishesIn light of the aforementioned information, we have closed our fileWe apologize to MrK [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, T [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and alleged damage to his wheel studs It is unfortunate that we failed Mr [redacted] expectations when he recently visited our Sears Auto CenterWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Matt ***, District Service Manager for Sears Auto Center, contacted Mr [redacted] to discuss his concerns At that time, he offered to honor Mr [redacted] request for reimbursement in the amount of $for Mr [redacted] replacement studs as a good will gesture Mr [redacted] accepted this offer and indicated that he would return to Sears Auto Center on June 13, 2017, to complete the resolution At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and an equitable resolution has been proposed 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] ***
Complaint: [redacted] I am rejecting this response because:Just like the customer service reps handled the situation poorly, so has the resolution specialist I could have easily gotten my money refunded thru [redacted] I should have also received a gift card as stated for the poor customer service and length of time for this response to my Revdex.com complaintAs I read on the Internet more and more stores are closing, and I can definitely see why! Sincerely, [redacted]
October 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] ***s rebuttal We have reviewed both our response and [redacted] ***s rebuttal, and we do not find that he has brought any new information to his complaint [redacted] insists that the Actuator was not ordered causing the delay in completing service on his washer [redacted] lists part # [redacted] as the Actuator; this part is a slim oval ring that shifts the agitator and has much to do with the agitator workingWhen the service technician arrived on October 8, he found this part would not fix [redacted] ***s washer because the agitator was movable but that there was a grinding noise when the agitator was in motion, based on that assessment our service technician ordered the entire gear case which includes separate parts; this was installed on October 16, These parts are available to view online at the Sears Parts Direct websiteAll [redacted] ***s need do is put in his model number and the name of the part he would like to view While we understand that he was dissatisfied with the service he received, we have made the attempt to address the inconvenience he experienced unfortunately when we contacted [redacted] ***, [redacted] disconnected the call stating she did not want to speak to anyone from Sears and once her service warranty was up she would shop elsewhereIn light of outcome of that call and to prevent upsetting [redacted] *ny further we provided the laundry reimbursement offer stated in our closure letter dated October 20, This offer remains open for days until November 20, Since we have made an attempt to address the issue directly with [redacted] and have offered a fair and equitable resolution this case remains closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Sara Pomare [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her request for a refund for a refrigerator she purchased from Sears and alleges was not deliveredWe previously explained that the refrigerator purchase Ms [redacted] states was completed June 10, 2015,and was not received or refunded to her, was processed on June 11, 2015, and delivered to a third party, [redacted] Grace, on June 15, Ms [redacted] placed another refrigerator order on June 4, 2015; however, it was the second order placed at a later date, June 10, 2015, that she claimed she did not receive Ms [redacted] called about this order approximately one year later, on May 23, She informed our agents that she did not receive delivery or any calls concerning the refrigerator for the order she placed on June 4, Our agents reviewed our records and found that the icemaker and haul away fee were refunded for the order placed on June 4, 2015, but they did not at any time state that they confirmed that Ms [redacted] did not receive either refrigerator Additionally, we did not find any call records for the period surrounding the delivery dates of these refrigerators that would support Ms [redacted] ’s statement that one of the refrigerators was not received by the appropriate party or that there was any problem with the deliveryIn fact, our records show that Ms [redacted] entered different apartment numbers for the delivery addresses of the aforementioned orders Therefore, as it stands Ms [redacted] placed two separate orders for different model refrigerators and had them delivered to different addresses Sears completed these deliveries and as such, Sears has not failed to provide Ms [redacted] with either product For the aforementioned reasons, we are unable to honor Ms [redacted] ’s request for a refund on either of the two aforementioned orders and have closed our file regarding this matterWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
December 22, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Robin [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay in receiving a copy of the protection agreement that she purchased along with her tractor Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service customer furtherOn November 27, we contacted Ms [redacted] and assured her that the Repair Protection Agreement (RPA) that she purchased for her tractor is listed under her nameThe RPA is active and the tractor is coveredWe reached out to our contract department for assistance in regards to sending Ms [redacted] another copy of the certificateOur contract confirmed that an email copy was sent on November 27, and a copy was also mailed to Ms***With that being said, since we have addressed the issue brought forth in Ms***’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 512-248-direct Matilda[redacted] @searshc.com
July 11, [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 recent purchase We have spoken with [redacted] , the manufacturer of Mr [redacted] weight machineThey informed us that boxes and are identical; they both have the same weights so Mr [redacted] should have a full setIf Mr [redacted] opens the boxes and finds that something is amiss, he may email me directly at the address listed belowIn light of the aforementioned information, we respectfully ask that this matter be considered 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 Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear [redacted] We have completed our investigation of Mr [redacted] complaint regarding his lawn mower We value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenience That being said the store manager, [redacted] spoke to Mr [redacted] on March 13, and requested he come into the store to have the refund processed for the mowerMr [redacted] stated that he was too busy to come in that week and would be in on Monday March 20, Mr [redacted] did not come in to the Fairfield store on the 20th nor has he been to the store as of March 30, I offer to process the return is good for days, after July 1, the offer will be null and voidSince we are currently waiting for Mr [redacted] to return to the store so that we can process his refund as he requested and are currently waiting on him we ask to have this matter closed Again, we apologize to Mr [redacted] for this issue 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 Complaint Specialist [redacted]
Complaint [redacted] I am rejecting this response because: Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: You didn't even address the rebuttal The system that the phone representatives use should be one that is actually up-to-date If you're claiming that the item was shipped, then why did the representative and the email not actually reflect that it was shipped until days later? Its disingenuous to have me talk to a person on the phone and say 'Yes its cancelled" only to find out that they can't actually do it "The Offline" team can do it.The part was given to the [redacted] guy, and he put his label on it I didn't fill one out because it was a cancelled order and a mistake on your company's behalf Not a return.Tracking Number [redacted] It was received on 10-6-2016, and there still has not been a refund issued after business days.Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] ’s complaint regarding Sears Outlet CenterSears Outlet Center has picked up Ms [redacted] refrigerator from her home and has processed a refundThat said, sales check [redacted] references a credit in the amount of $511.25, which should post to Ms [redacted] credit card used to complete the purchase within 3-business daysWe apologize for the inconvenience noted in Ms [redacted] complaintSince we have processed the aforementioned refund, we ask that this complaint be closedWe 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]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] September 21, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: - Mike [redacted] Dear Ms [redacted] , We have completed the investigation of Mr [redacted] complaint regarding his recent online order As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller's pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website After researching this matter, our records indicate that Mr [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr [redacted] case, the order was fulfilled by [redacted] Outlet, [redacted] Palatine IL 60067, email: sales@ [redacted] .com, ph(866) [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details With that said, we confirmed with Sears Online Solutions that a refund gift card was systemically generated when the order was cancelledThe refund gift card ending in for a total of $was shipped on approximately September 11, Mr [redacted] should receive the refund gift card in the mail within fourteen business days which would be October 1, In closure, since a refund has been processed and this decision is in accordance to our posted terms and conditions, we have closed our file 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
Complaint: [redacted] I am rejecting this response because: The refund has not been received I request the complaint remain open until the refund is actually receivedIt seems the business has been trying to avoid reimbursing me and I would like this matter to be settledThank you Sincerely, Angela K [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Jennifer [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding Sears Home Services and repairs to her dishwasherBrenda Pearson, Sears Home Services, Customer Advocate provided the following response: It is unfortunate that we failed Ms [redacted] expectations when she called Sears for service on her dishwasher We value Ms [redacted] patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms [redacted] will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed on August 9, While at the home the technician installed a previously ordered control assembly and control boardThe unit was tested prior to the technician leaving the home and it was found to be operating as designedMs [redacted] has my contact information and has agreed to contact me in the event she has any additional concernsThat said we ask that this complaint be closedWe 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
October 11, [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 her range repairAdditionally, we forwarded Ms [redacted] complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly [redacted] with unit [redacted] spoke with Ms [redacted] on September 28, 2016, and was able to arrange for service that same dayThe technician examined the range and found that the element needed to be replaced Although the part was immediately ordered, it was not readily available from the manufacturer and could not be installed until October 8, As a conciliatory gesture for any inconvenience Ms [redacted] may have experienced, we have processed a 25% refund of the service fee Ms [redacted] should see a credit in the amount of $post to her [redacted] account ending in [redacted] in the next five to seven days In the interim, since we have completed the repair to Ms [redacted] range, 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
December 21, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the pricing of a purchase he wished to make We would like to sincerely apologize to Mr [redacted] for any misunderstandingSadly, the details he provided were not sufficient to provide a conclusive answer as to what the issue may have beenHowever, we want to note that any number of factors may have contributed to him not receiving the discount he felt he was entitled toIf Mr [redacted] can provide a receipt, we will gladly investigate the matter and comment furtherUntil then, we cannot proceedIn 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 concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Diane B [redacted] - # [redacted] Dear Ms [redacted] We have completed our investigation of MsB [redacted] complaint regarding her dryer repair It is regrettable that we failed MsB [redacted] expectations when she recently contacted Sears Homes Services to repair her dryerWe value MsB [redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize to MsB [redacted] for any inconvenience we may have caused Upon receiving MsB [redacted] complaint, we contacted the local service unit for assistance Delores H [redacted] with [redacted] responded that in accordance with MsB [redacted] request, refunds for $and $were submitted MsB [redacted] should receive a check for $and see a credit to her [redacted] account ending in [redacted] in the next two weeksWith that said, since we have documented MsB [redacted] concerns with the repair process and we have issued the aforementioned refunds, we ask that this matter be closed Again, we apologize to MsB [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 me Sincerely, George ***
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, Chuck F
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August 8, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and non-receipt of a refund for his returned sears.com order It is unfortunate that we failed Mr [redacted] expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Additionally, we our records indicate that sears.com confirmed Mr [redacted] return and issued refunds of $and $to his [redacted] ending in [redacted] on July 29, At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted Mr [redacted] comments and the requested resolution has been provided We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
August 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear MsV [redacted] We have completed the investigation of Mr K [redacted] complaint regarding his patio umbrella As an exception to our return policy, we have issued a full refund to MrK [redacted] account and he may dispose of it as he wishesIn light of the aforementioned information, we have closed our fileWe apologize to MrK [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, T [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 13, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service and alleged damage to his wheel studs It is unfortunate that we failed Mr [redacted] expectations when he recently visited our Sears Auto CenterWe value his patronage and can understand his frustration with the events detailed in his complaintWe can assure Mr [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, Matt ***, District Service Manager for Sears Auto Center, contacted Mr [redacted] to discuss his concerns At that time, he offered to honor Mr [redacted] request for reimbursement in the amount of $for Mr [redacted] replacement studs as a good will gesture Mr [redacted] accepted this offer and indicated that he would return to Sears Auto Center on June 13, 2017, to complete the resolution At this time, we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future Mr [redacted] will allow us an opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Mr [redacted] comments and an equitable resolution has been proposed 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] ***
Complaint: [redacted] I am rejecting this response because:Just like the customer service reps handled the situation poorly, so has the resolution specialist I could have easily gotten my money refunded thru [redacted] I should have also received a gift card as stated for the poor customer service and length of time for this response to my Revdex.com complaintAs I read on the Internet more and more stores are closing, and I can definitely see why! Sincerely, [redacted]
October 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed the investigation of [redacted] ***s rebuttal We have reviewed both our response and [redacted] ***s rebuttal, and we do not find that he has brought any new information to his complaint [redacted] insists that the Actuator was not ordered causing the delay in completing service on his washer [redacted] lists part # [redacted] as the Actuator; this part is a slim oval ring that shifts the agitator and has much to do with the agitator workingWhen the service technician arrived on October 8, he found this part would not fix [redacted] ***s washer because the agitator was movable but that there was a grinding noise when the agitator was in motion, based on that assessment our service technician ordered the entire gear case which includes separate parts; this was installed on October 16, These parts are available to view online at the Sears Parts Direct websiteAll [redacted] ***s need do is put in his model number and the name of the part he would like to view While we understand that he was dissatisfied with the service he received, we have made the attempt to address the inconvenience he experienced unfortunately when we contacted [redacted] ***, [redacted] disconnected the call stating she did not want to speak to anyone from Sears and once her service warranty was up she would shop elsewhereIn light of outcome of that call and to prevent upsetting [redacted] *ny further we provided the laundry reimbursement offer stated in our closure letter dated October 20, This offer remains open for days until November 20, Since we have made an attempt to address the issue directly with [redacted] and have offered a fair and equitable resolution this case remains closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted]
August 30, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Sara Pomare [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her request for a refund for a refrigerator she purchased from Sears and alleges was not deliveredWe previously explained that the refrigerator purchase Ms [redacted] states was completed June 10, 2015,and was not received or refunded to her, was processed on June 11, 2015, and delivered to a third party, [redacted] Grace, on June 15, Ms [redacted] placed another refrigerator order on June 4, 2015; however, it was the second order placed at a later date, June 10, 2015, that she claimed she did not receive Ms [redacted] called about this order approximately one year later, on May 23, She informed our agents that she did not receive delivery or any calls concerning the refrigerator for the order she placed on June 4, Our agents reviewed our records and found that the icemaker and haul away fee were refunded for the order placed on June 4, 2015, but they did not at any time state that they confirmed that Ms [redacted] did not receive either refrigerator Additionally, we did not find any call records for the period surrounding the delivery dates of these refrigerators that would support Ms [redacted] ’s statement that one of the refrigerators was not received by the appropriate party or that there was any problem with the deliveryIn fact, our records show that Ms [redacted] entered different apartment numbers for the delivery addresses of the aforementioned orders Therefore, as it stands Ms [redacted] placed two separate orders for different model refrigerators and had them delivered to different addresses Sears completed these deliveries and as such, Sears has not failed to provide Ms [redacted] with either product For the aforementioned reasons, we are unable to honor Ms [redacted] ’s request for a refund on either of the two aforementioned orders and have closed our file regarding this matterWe appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist ***-***- [redacted] 1-***-***- [redacted] Ext***
December 22, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Robin [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the delay in receiving a copy of the protection agreement that she purchased along with her tractor Firstly we would like to apologize for the inconvenience and disappointment that Ms [redacted] may have experiencedWe want to assure Ms [redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service customer furtherOn November 27, we contacted Ms [redacted] and assured her that the Repair Protection Agreement (RPA) that she purchased for her tractor is listed under her nameThe RPA is active and the tractor is coveredWe reached out to our contract department for assistance in regards to sending Ms [redacted] another copy of the certificateOur contract confirmed that an email copy was sent on November 27, and a copy was also mailed to Ms***With that being said, since we have addressed the issue brought forth in Ms***’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 512-248-direct Matilda[redacted] @searshc.com