December 9, 2015Nita [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Amanda R [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] ’s complaint regarding a delay in parts to service her range.Our records show that Ms [redacted] ’s range was repaired on November 21, and a new door assembly was put inThere was a delay in receiving the part needed to complete her repairs from the manufacture, but we were able to replace the door assembly If Ms [redacted] is still in need of assistance she can contact me directly at [redacted] Since it is our understanding that the repairs have addressed the issues she was having with the range 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,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com
Complaint [redacted] I am rejecting this response because:Sears process resulted in an inconvenience of mileage and time min drive/hr time-frame for an item I did not authorizeFor the inconvenience, mileage/time I'd like to be compensated with a gift card at minimum of $Sincerely, [redacted] ***
July 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his central a/c repair It is regrettable that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his central a/c unitWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to Mr [redacted] for any inconvenience we may have caused him Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Barbara Lawrence with unit [redacted] subsequently spoke with Mr [redacted] regarding his service experience MsL [redacted] agreed to refund Mr [redacted] for the repair and she submitted a refund request on July 12, Mr [redacted] should see a credit in the amount of $post to his [redacted] account ending in [redacted] in the next seven to ten days In the interim, since it is our understanding that Mr [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
March 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears OpticalFirst, we would like to apologize to [redacted] and her son, ***, for failing their expectations in regard to recently purchased eyeglassesAdditionally, we would like to assure [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly and we sincerely regret any inconvenience we may have caused her and her sonIn accordance with [redacted] request, Sears Optical has agreed to replace [redacted] frames Once the new frames arrive, the [redacted] will be contacted to return to the store to complete the swap Since we are providing [redacted] with her requested resolution, we ask that this matter be closedAgain, we apologize to [redacted] and her son, [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
September 14, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] –Daneece [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her recent experience Store Manager Carlos [redacted] provided the following response: I have spoken with Ms [redacted] and arrangements have been made to provide her with the discount she was seekingIt was also my understanding that she had been given $worth of Shop Your Way Rewards points in connection with this issue as wellShould Ms [redacted] have any further questions, I (Carlos) may be reached during business hours at (912) 267-In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tell us why here
June 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal Although the terms of cancelation for [redacted] RPA state that only a pro-rated refund will be provided, we have issued a check for the full amount as a courtesyThe check has to be sent to the purchaser, [redacted] address, but it should arrive in 10-business daysIn light of the aforementioned information, we respectfully ask that this matter remain 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 [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Guy A W [redacted] Dear Ms [redacted] We have completed our investigation of MrW [redacted] complaint We would first like to point out that [redacted] Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrW [redacted] contract CCHS informed us that a replacement check for $was mailed to MrW [redacted] on October 13, Since CCHS has provided a replacement check under the Sears Home Warranty we have closed this case We apologize to MrW [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, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) sears rep Mr Rich took care of minor repair very next day by sending knowledgeable technician to repair my air-aircondition my air condition is up and working fine star customer service by Mr Rich GREAT DOING BUSINESS WITH U I WILL KEEP MY SEARS WARRANTY ON Thanks
Contact Name and Title: [redacted] October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation [redacted] complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her dishwasherAdditionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager for further reviewWe appreciate the opportunity to address the customer service issues outlined within [redacted] complaint, so that future problems can be averted On October 22, 2015, [redacted] dishwasher was authorized for an in-warranty exchange, due to a part being on back-orderOur records show that [redacted] selected a new dishwasher on October 24, 2015, and is expecting installation within the next few daysWith that said, since [redacted] is being provided with a new dishwasher, and we have documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, Donna [redacted] I just want to clarify, I declined replacing the refrigerator door because of the costSears was not willing to replace the door as part of the repair since that was the only permanent fixI was to be charged for it I did not feel I should be financially responsible for paying for something that is a known defect of the refrigerator
December 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal When Ms [redacted] returned her merchandise, the points were returned, but they were bonus points that had to be used within days so they expiredHowever, in the interest of resolving this matter, we have added the $in points back into her account as a courtesyThese points will be valid for year as an additional gesture of goodwillAccordingly, we ask that this matter remain 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
Contact Name and Title: [redacted] Contact Phone: [redacted] October 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Shandra [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***'s complaint regarding her recent online order It is unfortunate that we failed Ms***'s expectations when she recently attempted to return an online order to her local storeWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAccordingly, a refund has been processed in two separate amountsFor Ms***'s records the first refund of $was processed on return receipt number The second refund of $was processed under return receipt number Both amounts were credited back to Ms***'s Visa account ending in Ms [redacted] can expect to see the credit post to her account within to business daysAdditionally, we requested a credit of her Shop Your Way Rewards points in the amount of $In the interim, since a full refund has been processed back to her Visa account and her Shop Your Way Rewards account, 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
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her online order and her request to have the merchandise redelivered 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 With that said, our records indicate that MsWilliams placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn [redacted] case, the order was fulfilled by [redacted] with telephone number ( [redacted] and email address of [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor [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 SITEReturns 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 After reviewing the notes in her order, we show that Sears Online made the decision to issue a full refund of $back to her [redacted] account ending in ***This credit should post to her account within to business daysIn closure, since a full refund has been provided, we have closed our file 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
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, James M***
September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Lydia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding her refrigerator performance We have reviewed Ms***’ service history and our records show that her refrigerator was replaced on 8/28/under salescheck# We apologize for the poor customer service that Ms [redacted] received when calling in for repair and we are working to improve our service We have forwarded Ms***’ concerns to management so that issues such as these do not occur again in the future That being said, because we have addressed Ms***’ complaint, 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, Erica [redacted] Regulatory Complaints Specialist ***-***- [redacted] Erica[redacted] @searshc.com
December 19, [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 recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations and can understand his frustration with the series of events noted in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we have decided to process an electronic return labelMr [redacted] may use this [redacted] label to return the merchandise and once the item is received back at Sears’ warehouse then I will issue a refund accordinglyShould Mr [redacted] have any questions, he may contact me via email at [redacted] Additionally, we hope that in the future Mr [redacted] 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 [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
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, Reida M***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding Sears Home Services and repairs to his laundry centerMelony ***, Sears Home Services, Support Specialist provided the following response: In looking back on the completed service to Mr [redacted] ’s laundry center we found that on August 16, a technician stated that he found a bad thermal limiter and replaced itWe were out to the home again on September 20, and installed another thermal limiterIt is important to note that the thermal limiter is a fuse with a limit of degrees FahrenheitIt is manufactured for both gas and electric clothes dryersOnce the internal temperature of the dryer reaches degrees, the heating element cuts off and the dryer will not dry clothes as designedThis will typically happen when a dryer is unable to properly vent the exhaust out via the home venting systemWe mention this because today while at the home, our technician identified that Mr [redacted] ’s venting has an issue in the wall that needs to be correctedThe tech used an airflow meter on the unit and stated that the dryer will continue to blow the fuse if the venting issue is not correctedThe tech will take a video of him using the air flow meter and he will send it to his tech managerWe recommend that Mr [redacted] have his venting issue addressed so that the dryer can properly function to dry his clothesSince we have identified an issue with Mr [redacted] ’s home venting, 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 Adam[redacted] @searshc.com
April 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding the service on her washer After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washerMs [redacted] has selected a new washer and delivery is setMs [redacted] has my direct contact number if she is still in need of assistanceSince it is our understanding that this resolution met with Ms [redacted] approval, we have closed our file 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]
January 18, [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 refrigerator and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator Although several attempts were made to repair Ms [redacted] refrigerator, the repairs did not provide a long-term resolution Therefore, a replacement was authorized for Ms [redacted] under her Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current refrigerator, it was determined that $3,would provide her with a comparable replacement under her MPA Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her Ms [redacted] will need to provide the telephone number on record, ( [redacted] to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until July 28, With that said, since we are providing Ms [redacted] with an equitable resolution, 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 9, 2015Nita [redacted] Better Business BureauNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: # – Amanda R [redacted] Dear Ms [redacted] :We have completed our investigation of Ms [redacted] ’s complaint regarding a delay in parts to service her range.Our records show that Ms [redacted] ’s range was repaired on November 21, and a new door assembly was put inThere was a delay in receiving the part needed to complete her repairs from the manufacture, but we were able to replace the door assembly If Ms [redacted] is still in need of assistance she can contact me directly at [redacted] Since it is our understanding that the repairs have addressed the issues she was having with the range 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,Vanessa L [redacted] Regulatory Complaint SpecialistSears Holdings Corporation [redacted] directVanessa.L[redacted] @searshc.com
Complaint [redacted] I am rejecting this response because:Sears process resulted in an inconvenience of mileage and time min drive/hr time-frame for an item I did not authorizeFor the inconvenience, mileage/time I'd like to be compensated with a gift card at minimum of $Sincerely, [redacted] ***
July 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding his central a/c repair It is regrettable that we failed Mr [redacted] expectations when he recently contacted Sears Home Services to repair his central a/c unitWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly We sincerely apologize to Mr [redacted] for any inconvenience we may have caused him Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance Barbara Lawrence with unit [redacted] subsequently spoke with Mr [redacted] regarding his service experience MsL [redacted] agreed to refund Mr [redacted] for the repair and she submitted a refund request on July 12, Mr [redacted] should see a credit in the amount of $post to his [redacted] account ending in [redacted] in the next seven to ten days In the interim, since it is our understanding that Mr [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
March 11, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding Sears OpticalFirst, we would like to apologize to [redacted] and her son, ***, for failing their expectations in regard to recently purchased eyeglassesAdditionally, we would like to assure [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly and we sincerely regret any inconvenience we may have caused her and her sonIn accordance with [redacted] request, Sears Optical has agreed to replace [redacted] frames Once the new frames arrive, the [redacted] will be contacted to return to the store to complete the swap Since we are providing [redacted] with her requested resolution, we ask that this matter be closedAgain, we apologize to [redacted] and her son, [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
September 14, Nita [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] –Daneece [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] ’s complaint regarding her recent experience Store Manager Carlos [redacted] provided the following response: I have spoken with Ms [redacted] and arrangements have been made to provide her with the discount she was seekingIt was also my understanding that she had been given $worth of Shop Your Way Rewards points in connection with this issue as wellShould Ms [redacted] have any further questions, I (Carlos) may be reached during business hours at (912) 267-In light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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,Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tell us why here
June 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of [redacted] rebuttal Although the terms of cancelation for [redacted] RPA state that only a pro-rated refund will be provided, we have issued a check for the full amount as a courtesyThe check has to be sent to the purchaser, [redacted] address, but it should arrive in 10-business daysIn light of the aforementioned information, we respectfully ask that this matter remain 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 [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Guy A W [redacted] Dear Ms [redacted] We have completed our investigation of MrW [redacted] complaint We would first like to point out that [redacted] Incis the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of [redacted] Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of MrW [redacted] contract CCHS informed us that a replacement check for $was mailed to MrW [redacted] on October 13, Since CCHS has provided a replacement check under the Sears Home Warranty we have closed this case We apologize to MrW [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, Vanessa LS [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa.L.S [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) sears rep Mr Rich took care of minor repair very next day by sending knowledgeable technician to repair my air-aircondition my air condition is up and working fine star customer service by Mr Rich GREAT DOING BUSINESS WITH U I WILL KEEP MY SEARS WARRANTY ON Thanks
Contact Name and Title: [redacted] October 26, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] We have completed our investigation [redacted] complaint regarding her dissatisfaction with Sears Home Services First, we would like to apologize to [redacted] for failing her expectations in regard to the repair of her dishwasherAdditionally, we would like to assure [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded [redacted] concerns to the District Service Manager for further reviewWe appreciate the opportunity to address the customer service issues outlined within [redacted] complaint, so that future problems can be averted On October 22, 2015, [redacted] dishwasher was authorized for an in-warranty exchange, due to a part being on back-orderOur records show that [redacted] selected a new dishwasher on October 24, 2015, and is expecting installation within the next few daysWith that said, since [redacted] is being provided with a new dishwasher, and we have documented his concerns with the repair process, we ask to have this matter closed Again, we apologize to [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Sincerely, Donna [redacted] I just want to clarify, I declined replacing the refrigerator door because of the costSears was not willing to replace the door as part of the repair since that was the only permanent fixI was to be charged for it I did not feel I should be financially responsible for paying for something that is a known defect of the refrigerator
December 12, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal When Ms [redacted] returned her merchandise, the points were returned, but they were bonus points that had to be used within days so they expiredHowever, in the interest of resolving this matter, we have added the $in points back into her account as a courtesyThese points will be valid for year as an additional gesture of goodwillAccordingly, we ask that this matter remain 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
Contact Name and Title: [redacted] Contact Phone: [redacted] October 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Shandra [redacted] Dear Ms [redacted] , We have completed the investigation of Ms***'s complaint regarding her recent online order It is unfortunate that we failed Ms***'s expectations when she recently attempted to return an online order to her local storeWe can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAccordingly, a refund has been processed in two separate amountsFor Ms***'s records the first refund of $was processed on return receipt number The second refund of $was processed under return receipt number Both amounts were credited back to Ms***'s Visa account ending in Ms [redacted] can expect to see the credit post to her account within to business daysAdditionally, we requested a credit of her Shop Your Way Rewards points in the amount of $In the interim, since a full refund has been processed back to her Visa account and her Shop Your Way Rewards account, 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
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her online order and her request to have the merchandise redelivered 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 With that said, our records indicate that MsWilliams placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn [redacted] case, the order was fulfilled by [redacted] with telephone number ( [redacted] and email address of [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor [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 SITEReturns 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 After reviewing the notes in her order, we show that Sears Online made the decision to issue a full refund of $back to her [redacted] account ending in ***This credit should post to her account within to business daysIn closure, since a full refund has been provided, we have closed our file 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
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, James M***
September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Lydia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding her refrigerator performance We have reviewed Ms***’ service history and our records show that her refrigerator was replaced on 8/28/under salescheck# We apologize for the poor customer service that Ms [redacted] received when calling in for repair and we are working to improve our service We have forwarded Ms***’ concerns to management so that issues such as these do not occur again in the future That being said, because we have addressed Ms***’ complaint, 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, Erica [redacted] Regulatory Complaints Specialist ***-***- [redacted] Erica[redacted] @searshc.com
December 19, [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 recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations and can understand his frustration with the series of events noted in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we have decided to process an electronic return labelMr [redacted] may use this [redacted] label to return the merchandise and once the item is received back at Sears’ warehouse then I will issue a refund accordinglyShould Mr [redacted] have any questions, he may contact me via email at [redacted] Additionally, we hope that in the future Mr [redacted] 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 [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
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, Reida M***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding Sears Home Services and repairs to his laundry centerMelony ***, Sears Home Services, Support Specialist provided the following response: In looking back on the completed service to Mr [redacted] ’s laundry center we found that on August 16, a technician stated that he found a bad thermal limiter and replaced itWe were out to the home again on September 20, and installed another thermal limiterIt is important to note that the thermal limiter is a fuse with a limit of degrees FahrenheitIt is manufactured for both gas and electric clothes dryersOnce the internal temperature of the dryer reaches degrees, the heating element cuts off and the dryer will not dry clothes as designedThis will typically happen when a dryer is unable to properly vent the exhaust out via the home venting systemWe mention this because today while at the home, our technician identified that Mr [redacted] ’s venting has an issue in the wall that needs to be correctedThe tech used an airflow meter on the unit and stated that the dryer will continue to blow the fuse if the venting issue is not correctedThe tech will take a video of him using the air flow meter and he will send it to his tech managerWe recommend that Mr [redacted] have his venting issue addressed so that the dryer can properly function to dry his clothesSince we have identified an issue with Mr [redacted] ’s home venting, 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 Adam[redacted] @searshc.com
April 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding the service on her washer After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washerMs [redacted] has selected a new washer and delivery is setMs [redacted] has my direct contact number if she is still in need of assistanceSince it is our understanding that this resolution met with Ms [redacted] approval, we have closed our file 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]
January 18, [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 refrigerator and her request for a replacement First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator Although several attempts were made to repair Ms [redacted] refrigerator, the repairs did not provide a long-term resolution Therefore, a replacement was authorized for Ms [redacted] under her Master Protection Agreement (MPA) Based upon the features of Ms [redacted] current refrigerator, it was determined that $3,would provide her with a comparable replacement under her MPA Ms [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her Ms [redacted] will need to provide the telephone number on record, ( [redacted] to verify the replacement authorization The new refrigerator will be delivered at no charge and the old unit removed The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until July 28, With that said, since we are providing Ms [redacted] with an equitable resolution, 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