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 North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a lawnmower purchased from Sears*** ***, manager of the Sears in
Wayne will be assisting Ms*** in selecting a new lawnmowerAdditionally Sears will deliver the new mower to Ms*** home at no additional cost to herMs*** will be reaching to Ms*** to finalize the arrangements later today, December 14, We expect the new mower to be ordered and delivered to Ms*** in the next few daysWe 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 ***
November 12, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have been unable to complete the investigation of *** ***
her request to receive an adjustment in relation to
current pricing for an item
she put on layaway some time ago Our Price Protection Policy is posted online
and it clearly states that the request must be made within days from the date
of purchase*** *** started her contract on September 4, and this is considered
her purchase date, not he date she actually took possession of the itemHowever,
we appreciate *** *** patronage and as a cone-time courtesy, we have issued a
credit for the difference between $and $479.99, which equals $We
ask that *** *** allow 3-business days for this credit to reflect on her
accountIn light of the aforementioned information, we respectfully ask that
this matter remain closed We appreciate the opportunity to address this
matterPlease feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** ***
*** *** *** *** ***
November 10,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** * *** * *** ***
*** *** ***We have completed the investigation of *** *** rebuttal to our response regarding her dissatisfaction with the delivery delay of her online order and the customer service she received.It is unfortunate that we failed *** *** expectations when she recently placed an online order for a washerWe value *** *** patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We apologize to *** *** for the delay in receiving the $gift card she was offered. We contacted *** *** and informed her that we would cancel the gift card issued on October 14, and reissue another one. On November 10, 2015, the gift card was cancelled and we issued another $gift card. *** *** should receive it within business days via regular mail. Additionally, we hope that *** *** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon. With that being said, we have closed our file
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** *** *** *** *** *** ***
August 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear MsV*** We have completed the investigation of MsS*** complaint regarding her dissatisfaction with our
customer service and the time frame outlined for her refund It is unfortunate that we failed MsS*** expectations when she recently purchased a dishwasher from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure MsS*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that MsS*** selected a new dishwasher on June 21, 2017, and it was delivered to her home on June 24, 2017. At this time, we can only reiterate that we truly regret any inconvenience MsS*** may have experienced We hope that in the future she will allow us an opportunity to provide her with a more satisfying 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 MsS*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
October 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Jimmie D***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his riding tractor
We value Mr***'s 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 occurredUpon receipt of Mr*** complaint Ms*** confirmed that the tractor was in good working orderFor customer satisfaction we offer to provide Ms*** with one year Repair Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $As this resolution was acceptable to the ***'s we have closed our case
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***PS Really thank you Revdex.com for your prompt and proffessional mediation in this issue
Complaint:
I am rejecting this response because:I paid for a repair or replacement warranty The word "replacement' infers that it will be replaced with a similar model The credit $provided was insufficient to purchase the similar model I had to select one with less features.I've accepted the credit and selected a replacement with the credit I was given because I just want to be done with this...and Sears I spent so much time taking that vacuum back and forth to the repair shop and it was never fixed correctly I asked the manager for a replacement and I was just deflected by him...telling me repair had to authorize the replacement, and repair saying the manager had to authorize Complete run around, lack of communication between departments and lack of communication of policy.Then, only when I make a complaint to Revdex.com, Ms*** steps in with a chance to make it right...another miss Instead of just replacing it, she asks me to go pick it up from repair again, where they've unsuccessfully tried to fix it 6+ times and like clockwork, it failed again during the first use This is when she authorized the replacement I have no idea where she came up with the dollar amount of $ That amount is not sufficient to replace my vacuum with a similar model I paid close to $for the protection plan and expected that it be replaced with a like modelNot to mention the hundreds of dollars of time and gas spent carting the vacuum to and from the repair shop Have this happen to the wrong person and there might be a class action suit.Nevertheless, Sears used to be synonymous in my head with appliances and value At this point in time, Sears has become synonymous with hassle and miscommunication, completely irrelevant to me as a brand They have one and only opportunity over many other players in the market...to provide exceptional, personal customer service at their many, many, and they fail at it miserably I'm truly sorry that, even at this level, Sears just cannot get it right
Sincerely,
Clyde ***
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # *** - Ezra * *** Dear Ms***: We have completed our investigation of Mr*** complaint regarding the processing of his weed eater Due to the delay in this
process and for customer satisfaction we offered Mr*** a Gift Card in the amount of $to replace his weed eaterMr*** accepted this offer and the gift card was processed on August 17, Mr*** should see this gift card in to business days after the processing dateMr*** has been provided with my direct contact number is he is still in need of assistanceWe have closed this case We apologize to Mr*** 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 ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the fact that they responded and offered me some compensation for all my extra time and aggravation that they put me throughI am disappointed that they did not seem to care about the issues described in the complaintThey just wanted to make sure that the compensation was satisfactoryThis is a rather sad situation
November 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the dishwasher failed
too soon and the problems she encountered when she requested a replacement
It is unfortunate that we failed Ms*** expectations when she recently purchased a new dishwasherWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We contacted Ms*** and offered to assist with the exchange of the dishwasherDue to the delay and customer service received, Ms*** requested to return for a refund instead of an exchangeWe reached out to Shaw *** and Kathy *** Customer Service Representatives with Installation, to assist with Ms*** request to return the dishwasherOn November 8, Ms*** advised Ms*** that our installation contractor was notified and she would be contacted for scheduling to uninstall the dishwasherMs*** will receive a refund for the dishwasher within business days after the unit is returnedIn the interim, since in speaking with Ms*** the return is a resolution that met with her approval, we have closed our file
We apologize to Ms*** 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
*** *** ***
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed our
investigation regarding Ms***’s complaint regarding a recent order We have spoken with Ms*** concerning this matterWhen we spoke, we offered to provide her with a credit for $and she acceptedThat credit was issued on January 9, Since Ms*** indicated that this resolution met with her satisfaction, we have closed our fileWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
October 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Carpet Cleaning
Upon receiving Mr*** complaint, our office contacted *** *** with Sears Carpet Cleaning for assistance. Ms*** subsequently forwarded the matter to the local office. The franchise owner responded that he spoke with Mr*** several times and explained that since he used his personal shampooer to resolve his issue, he voided the Sears Satisfaction Guarantee. Additionally, Mr*** was told prior to the cleaning that due to the carpet being older and having pre-existing issues, there would be no guarantee on the results We have included a copy of the invoice with our correspondence noting the technician’s findings upon inspection. In summary, since Mr*** voided the service guarantee, no refund will be providedAs this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist Enclosure
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThe business should be aware that the 3rd party installer only received the installation notice on 1/18/17, and scheduled for an install on 1/19/The installer also had to confirm with me if I was in possession of the cooktop since Sears installation dept was unable to confirm the location of the cooktopI still will not be doing any business with Sears in the future due to their overall lack of service and communication
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - *** * *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her dissatisfaction with her washer and her request for a
replacement Ms*** has a Top Loading High Efficiency Low-water washer which requires regular monthly maintenanceThe exact monthly maintenance actions are detailed on pages and of the owner’s manualThat being said our research shows that we have sent service technicians to diagnose the washer and have found no mechanical issues at all It is important to note that there are only two (2) mechanical failures that could be causing clothes to be damaged in this model, that being either the interior Basket or Wash plate if either of these items has a sharp piece or spar either issue could snag the clothing and cause minor damageBoth these items have been checked and found to be in good conditions without sharp edges or sparsThe other issues that could cause damage to clothing all fall under customer miss use, the most common one being that the washer is overloaded and the incorrect cycle being selectedWhen a washer is over or improperly loaded the clothes can get too high in the basket causing them to get caught along the top of the Basket where it meets the drumThis is listed in her owner’s manual under “Troubleshooting” starting on page and continuing until page While we understand Ms***’s dissatisfaction with our continued refusal to exchange or return her washer, we have found no extenuating circumstances that would justify this exception to our stated policy and 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.***@searshc.com
February 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Mrs*** We have completed our investigation of Mr*** complaint regarding his battery
District Manager *** *** provided the following response: We contacted Mr*** and what we felt was a reasonable resolution was provided However, should Mr*** have any further questions or concerns, I (*** may be reached during business hours at *** *** We apologize to Mr*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Sears Holdings Corporation Regulatory Complaint Specialist ***
June 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the dryer has not been
repaired in a timely manner
It is unfortunate that we failed Ms*** expectations when she recently scheduled a dryer repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that that any variance from our accepted business practices and policies will be addressedHer feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further
According to our records, on May 15, our technician ordered an electronic control board and returned on May 24, to install the partRegrettably, after installing the part, the washer continued to have a problem and our technician needed to order another partSince the washer was purchased in 2005, replacement parts are limited; however, the part order must be entered to check for availabilityWe received notification from the manufacturer that the part ordered was on back order with the expected ship date of June 16, We would like to clarify that at no point did the manufacturer notify us that the part ordered was “no longer available”We would like to note that Ms*** has a Master Protection Agreement (MPA) that entitles her to a replacement if we determine that a Covered Product is not repairable due to unavailability of functional parts or technical informationWe contacted Ms*** and advised that the part was on back order and that our parts research team was also checking alternate sourcesOn June 19, we confirmed that the part ordered on May 24, had not shippedWe contacted Ms*** and provided her the authorization information and instructions for the replacement of her dryerWith that being said, since we have addressed the issues brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** 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
*** *** ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer
service and the cancellation of her sears.com layaway order It is unfortunate that we failed Ms*** expectations when she recently placed a layaway order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that a full refund was issued for Ms*** original order and a new order was placed for the same item at the same price on March 29, 2017. Ms*** spoke with sears.com to confirm receipt of her refrigerator and she was provided with 50,Shop Your Way Rewards points as an apology for this issue Ms*** is welcome to contact sears.com directly if she has any further questions or concerns about her order. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
June 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and his request for a dryer of the same value We forwarded this matter to the Store and District Manager for Outlet Unit *** to research furtherWe found that the store held Mr*** merchandise for at least four monthsIt should be noted that we can only hold merchandise for approximately two weeks in our warehouseThe store notified Mr*** to pick up the merchandise however they received no response from himOn the fourth attempt the merchandise goes back on the sales floorIt is our understanding that the local store contacted Mr*** on June 1, 2017, and he selected a new dryer for the same price/value that he originally paid online with sales check number *** Should Mr*** have any questions, he may contact our store directly at (*** *** and ask for TitoSince we have confirmed that this matter has been resolved, we 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:
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 North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a lawnmower purchased from Sears*** ***, manager of the Sears in
Wayne will be assisting Ms*** in selecting a new lawnmowerAdditionally Sears will deliver the new mower to Ms*** home at no additional cost to herMs*** will be reaching to Ms*** to finalize the arrangements later today, December 14, We expect the new mower to be ordered and delivered to Ms*** in the next few daysWe 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 ***
November 12, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** *** *** *** *** ***We have been unable to complete the investigation of *** ***
her request to receive an adjustment in relation to
current pricing for an item
she put on layaway some time ago Our Price Protection Policy is posted online
and it clearly states that the request must be made within days from the date
of purchase*** *** started her contract on September 4, and this is considered
her purchase date, not he date she actually took possession of the itemHowever,
we appreciate *** *** patronage and as a cone-time courtesy, we have issued a
credit for the difference between $and $479.99, which equals $We
ask that *** *** allow 3-business days for this credit to reflect on her
accountIn light of the aforementioned information, we respectfully ask that
this matter remain closed We appreciate the opportunity to address this
matterPlease feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** ***
*** *** *** *** ***
November 10,
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL
*** * *** * *** ***
*** *** ***We have completed the investigation of *** *** rebuttal to our response regarding her dissatisfaction with the delivery delay of her online order and the customer service she received.It is unfortunate that we failed *** *** expectations when she recently placed an online order for a washerWe value *** *** patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that *** *** may have experiencedWe want to assure *** *** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We apologize to *** *** for the delay in receiving the $gift card she was offered. We contacted *** *** and informed her that we would cancel the gift card issued on October 14, and reissue another one. On November 10, 2015, the gift card was cancelled and we issued another $gift card. *** *** should receive it within business days via regular mail. Additionally, we hope that *** *** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built their reputation upon. With that being said, we have closed our file
We apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** *** *** *** *** *** ***
August 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear MsV*** We have completed the investigation of MsS*** complaint regarding her dissatisfaction with our
customer service and the time frame outlined for her refund It is unfortunate that we failed MsS*** expectations when she recently purchased a dishwasher from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure MsS*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that MsS*** selected a new dishwasher on June 21, 2017, and it was delivered to her home on June 24, 2017. At this time, we can only reiterate that we truly regret any inconvenience MsS*** may have experienced We hope that in the future she will allow us an opportunity to provide her with a more satisfying 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 MsS*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
October 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # - Jimmie D***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his riding tractor
We value Mr***'s 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 occurredUpon receipt of Mr*** complaint Ms*** confirmed that the tractor was in good working orderFor customer satisfaction we offer to provide Ms*** with one year Repair Protection Agreement at no cost that we purchased on her behalf; this has a retail value of $As this resolution was acceptable to the ***'s we have closed our case
We apologize to Mr*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***PS Really thank you Revdex.com for your prompt and proffessional mediation in this issue
Complaint:
I am rejecting this response because:I paid for a repair or replacement warranty The word "replacement' infers that it will be replaced with a similar model The credit $provided was insufficient to purchase the similar model I had to select one with less features.I've accepted the credit and selected a replacement with the credit I was given because I just want to be done with this...and Sears I spent so much time taking that vacuum back and forth to the repair shop and it was never fixed correctly I asked the manager for a replacement and I was just deflected by him...telling me repair had to authorize the replacement, and repair saying the manager had to authorize Complete run around, lack of communication between departments and lack of communication of policy.Then, only when I make a complaint to Revdex.com, Ms*** steps in with a chance to make it right...another miss Instead of just replacing it, she asks me to go pick it up from repair again, where they've unsuccessfully tried to fix it 6+ times and like clockwork, it failed again during the first use This is when she authorized the replacement I have no idea where she came up with the dollar amount of $ That amount is not sufficient to replace my vacuum with a similar model I paid close to $for the protection plan and expected that it be replaced with a like modelNot to mention the hundreds of dollars of time and gas spent carting the vacuum to and from the repair shop Have this happen to the wrong person and there might be a class action suit.Nevertheless, Sears used to be synonymous in my head with appliances and value At this point in time, Sears has become synonymous with hassle and miscommunication, completely irrelevant to me as a brand They have one and only opportunity over many other players in the market...to provide exceptional, personal customer service at their many, many, and they fail at it miserably I'm truly sorry that, even at this level, Sears just cannot get it right
Sincerely,
Clyde ***
Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: # *** - Ezra * *** Dear Ms***: We have completed our investigation of Mr*** complaint regarding the processing of his weed eater Due to the delay in this
process and for customer satisfaction we offered Mr*** a Gift Card in the amount of $to replace his weed eaterMr*** accepted this offer and the gift card was processed on August 17, Mr*** should see this gift card in to business days after the processing dateMr*** has been provided with my direct contact number is he is still in need of assistanceWe have closed this case We apologize to Mr*** 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 ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the fact that they responded and offered me some compensation for all my extra time and aggravation that they put me throughI am disappointed that they did not seem to care about the issues described in the complaintThey just wanted to make sure that the compensation was satisfactoryThis is a rather sad situation
November 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the dishwasher failed
too soon and the problems she encountered when she requested a replacement
It is unfortunate that we failed Ms*** expectations when she recently purchased a new dishwasherWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We contacted Ms*** and offered to assist with the exchange of the dishwasherDue to the delay and customer service received, Ms*** requested to return for a refund instead of an exchangeWe reached out to Shaw *** and Kathy *** Customer Service Representatives with Installation, to assist with Ms*** request to return the dishwasherOn November 8, Ms*** advised Ms*** that our installation contractor was notified and she would be contacted for scheduling to uninstall the dishwasherMs*** will receive a refund for the dishwasher within business days after the unit is returnedIn the interim, since in speaking with Ms*** the return is a resolution that met with her approval, we have closed our file
We apologize to Ms*** 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
*** *** ***
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed our
investigation regarding Ms***’s complaint regarding a recent order We have spoken with Ms*** concerning this matterWhen we spoke, we offered to provide her with a credit for $and she acceptedThat credit was issued on January 9, Since Ms*** indicated that this resolution met with her satisfaction, we have closed our fileWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
October 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Carpet Cleaning
Upon receiving Mr*** complaint, our office contacted *** *** with Sears Carpet Cleaning for assistance. Ms*** subsequently forwarded the matter to the local office. The franchise owner responded that he spoke with Mr*** several times and explained that since he used his personal shampooer to resolve his issue, he voided the Sears Satisfaction Guarantee. Additionally, Mr*** was told prior to the cleaning that due to the carpet being older and having pre-existing issues, there would be no guarantee on the results We have included a copy of the invoice with our correspondence noting the technician’s findings upon inspection. In summary, since Mr*** voided the service guarantee, no refund will be providedAs this decision is final and commensurate to the circumstances, we ask that this matter be closed. We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist Enclosure
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThe business should be aware that the 3rd party installer only received the installation notice on 1/18/17, and scheduled for an install on 1/19/The installer also had to confirm with me if I was in possession of the cooktop since Sears installation dept was unable to confirm the location of the cooktopI still will not be doing any business with Sears in the future due to their overall lack of service and communication
Sincerely,
*** ***
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - *** * *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her dissatisfaction with her washer and her request for a
replacement Ms*** has a Top Loading High Efficiency Low-water washer which requires regular monthly maintenanceThe exact monthly maintenance actions are detailed on pages and of the owner’s manualThat being said our research shows that we have sent service technicians to diagnose the washer and have found no mechanical issues at all It is important to note that there are only two (2) mechanical failures that could be causing clothes to be damaged in this model, that being either the interior Basket or Wash plate if either of these items has a sharp piece or spar either issue could snag the clothing and cause minor damageBoth these items have been checked and found to be in good conditions without sharp edges or sparsThe other issues that could cause damage to clothing all fall under customer miss use, the most common one being that the washer is overloaded and the incorrect cycle being selectedWhen a washer is over or improperly loaded the clothes can get too high in the basket causing them to get caught along the top of the Basket where it meets the drumThis is listed in her owner’s manual under “Troubleshooting” starting on page and continuing until page While we understand Ms***’s dissatisfaction with our continued refusal to exchange or return her washer, we have found no extenuating circumstances that would justify this exception to our stated policy and 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.***@searshc.com
We still have not received the promised check refund
February 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Mrs*** We have completed our investigation of Mr*** complaint regarding his battery
District Manager *** *** provided the following response: We contacted Mr*** and what we felt was a reasonable resolution was provided However, should Mr*** have any further questions or concerns, I (*** may be reached during business hours at *** *** We apologize to Mr*** and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Sears Holdings Corporation Regulatory Complaint Specialist ***
June 19,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction that the dryer has not been
repaired in a timely manner
It is unfortunate that we failed Ms*** expectations when she recently scheduled a dryer repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that that any variance from our accepted business practices and policies will be addressedHer feedback will give us the opportunity to remedy any problem that may exist and help to improve our customer service further
According to our records, on May 15, our technician ordered an electronic control board and returned on May 24, to install the partRegrettably, after installing the part, the washer continued to have a problem and our technician needed to order another partSince the washer was purchased in 2005, replacement parts are limited; however, the part order must be entered to check for availabilityWe received notification from the manufacturer that the part ordered was on back order with the expected ship date of June 16, We would like to clarify that at no point did the manufacturer notify us that the part ordered was “no longer available”We would like to note that Ms*** has a Master Protection Agreement (MPA) that entitles her to a replacement if we determine that a Covered Product is not repairable due to unavailability of functional parts or technical informationWe contacted Ms*** and advised that the part was on back order and that our parts research team was also checking alternate sourcesOn June 19, we confirmed that the part ordered on May 24, had not shippedWe contacted Ms*** and provided her the authorization information and instructions for the replacement of her dryerWith that being said, since we have addressed the issues brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** 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
*** *** ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer
service and the cancellation of her sears.com layaway order It is unfortunate that we failed Ms*** expectations when she recently placed a layaway order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that a full refund was issued for Ms*** original order and a new order was placed for the same item at the same price on March 29, 2017. Ms*** spoke with sears.com to confirm receipt of her refrigerator and she was provided with 50,Shop Your Way Rewards points as an apology for this issue Ms*** is welcome to contact sears.com directly if she has any further questions or concerns about her order. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted Ms*** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
June 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and his request for a dryer of the same value We forwarded this matter to the Store and District Manager for Outlet Unit *** to research furtherWe found that the store held Mr*** merchandise for at least four monthsIt should be noted that we can only hold merchandise for approximately two weeks in our warehouseThe store notified Mr*** to pick up the merchandise however they received no response from himOn the fourth attempt the merchandise goes back on the sales floorIt is our understanding that the local store contacted Mr*** on June 1, 2017, and he selected a new dryer for the same price/value that he originally paid online with sales check number *** Should Mr*** have any questions, he may contact our store directly at (*** *** and ask for TitoSince we have confirmed that this matter has been resolved, we 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