Complaint: ***
I am rejecting this response because: Replacing the control board made no difference. Freezer is still at degrees and refrigerator at 42. We were really hoping for a fix of the problem. Very frustrated. Should not be allowed to sell a product that doesn't get to degrees in the freezer and degrees in refrigerator. I don't know what to doNOT SATISFIED
.Sincerely,
*** * *** Ouellette
August 17, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re* *** * *** *** Dear Ms***We have completed the investigation of MrK*** complaint regarding the recent purchase of a dryer.We would first like to apologize
that MrK*** dryer failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer.After reviewing MrK*** complaint and our records, we were able to determine that he called customer service on July 30, to request a return of his purchased dryer due to the washer bin was too deep and the he was not satisfied with the performance overallOur records show that on July 31, a piwas processed and completed as requestedSince the requested pick up for MrK*** purchased appliances has been completed, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,
*** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: ***imx integrated member experience
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Kathy *** #94553***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding Sears Home Services and repairs to her refrigerator
Sears Home
Services records indicate that
a new computer control board was installed into Ms***'s refrigerator during a service call that took place on May 22, Once the computer board was installed, the unit was tested and started to cool as expectedAdditionally, our office has processed a food loss reimbursement check in the amount of $250.00, which is the maximum benefit for an item covered by a Master Protection Agreement (MPA)Typically a consumer can expect to receive their food loss check within the next 10-daysSince we have noted the repairs to Ms***'s refrigerator and the processing of her food loss reimbursement, we ask that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
July 14, *** *** 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
request for a $gift card for inconvenience It is unfortunate that we failed Mr*** expectations as we value his patronageWe apologize for any inconvenience they may have experienced and 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 show that the order was completely cancelled and an Online agent assisted in placing a new order and honored the same pricesAs a gesture of goodwill, we would like to offer $in Shop Your Way Reward Points instead of a gift cardIf Mr*** would like to accept this offer, he may contact me via email at ***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ***
**Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Katherine G***
December 14, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ernie ** ** *** - # *** Dear Ms***: We have completed our investigation of Mr** ** *** complaint
regarding the charge for a recent service call on his washer and his request for a refund At the time Mr** ** *** called to schedule service through Sears Home Services, he was apprised that since his washer was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair estimate is accepted, a fee is dueWhile Mr** ** *** stated in his complaint that a diagnosis was not provided, the notes in his service order indicate that the technician found that the rotor assembly needed to be replaced. Furthermore, there are no notes indicating that the technician consulted with our Technical Assistance Center which would normally have occurred if the technician was having a problem diagnosing the appliance. Although Mr** ** *** is not entitled to any refund, as he was apprised that the diagnosis (trip charge) is non-refundable, as a one-time courtesy, we have processed a refund in the amount of $50.83, which is 50% of what was paidThe credit was requested on December 14, 2016, so Mr** ** *** can expect to see it post to his MasterCard account ending in in approximately five to seven business days from this date. With that said, since we are providing Mr** ** *** with a fair resolution, we ask to have this matter closed We apologize to Mr** ** *** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: The complaint had nothing to do with the service providerWhen contacted by the local service providers manager/coordinator I informed him of that and told him to tell Sears sameHe said he would. The complaint was regarding Sears' customer serviceIn particular the service and unfulfilled promises made during the early march call with Katie (aka Kaitlyn) and the subsequent calls with colleagues. Sears customer service made certain promises to me regarding the matter that are as yet on fulfilledA simple review of the call notes will provide that information to SearsUntil those promises are fulfilled, I do not consider the matter resolved.Sincerely,
*** ***
November 23, 2016Revdex.comAttn: Nita ***North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: ***Service Order # ***Service Unit # 9759Revdex.com Case #: Robert ***Via: Revdex.com WebsiteDear Ms* ***This letter serves to confirm that we have completed our
investigation in regards to the above-referenced fileWe also wish to take this opportunity to notify you that the issue has been resolvedWe appreciate the customer’s cooperation in resolving this matterWe hope that the customer keeps us in mind for future home improvement and service needs.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at 1-800-222-extension *** or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: Robert *** via First Class Mail
August 25, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Edward C*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding the non-receipt of a refund for a returned
part First, we would like to apologize to Mr*** for failing his expectations in regard to a recent range repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted the local service unit to research his concerns. Technical Manager Kathy Lewis confirmed that the technician submitted a refund request, but the refund was not processed. Accordingly, we have processed a credit request to Mr***’s Visa account ending in *** in the amount of $275.43; he should see the credit post in the next five to seven business days. With that said, since we have documented Mr***’s concerns and issued his requested refund, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
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,
*** ***
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding non-receipt of a refund for the return
of a washer and dryer she purchased from Sears It is unfortunate that we failed Ms*** expectations when she recently purchased a washer and dryer from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that a refund check was generated on March 23, 2017, and mailed to the address Ms*** provided when opening her layaway. Mailed checks typically arrive within to business days from the issue date. Therefore, Ms*** check had not yet arrived when she filed this complaint. At this time, we can only reiterate that we regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms*** 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, *** *** Regulatory Complaint Specialist *** *** *** ***
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
Sears has decided to make restitution on their failure to comply with our purchase of their Extended Service contractMy husband and I were offered $towards the purchase of a new TV at a Sears location
We have in fact accepted this offer and visited a Sears store to make a purchase of a new TVWe declined the offer to add an Extended Service contract to our purchase
At this time I would like to thank Sears for reaching a resolution to this complaintTheir apologies and this resolution have gone a long way toward restoring a lost customer
I would also like to thank the Revdex.com for their efforts and work at bring about this resolutionWithout the Revdex.com the relations between ourselves and Sears would have been permanently damaged
September 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Ken ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding delay in receiving his purchased mattress set
We would first like to apologize that many factors resulted in Mr***'s delay in completing his delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Mr***'s concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to comeAfter reviewing Mr***'s complaint and our records, we were able to determine that due to not meeting his requested time window, the delivery was rescheduled and completed on August 17, For any inconvenience this may have caused, we issued Mr*** a $gift cardWe ask Mr*** to allow 7-business days to arrive via USPSSince the delivery of Mr***'s purchased mattress set has been completed and courtesy compensation was provided, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct 512***
i***@searshc.com
July 17th,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** *** *** Via: Revdex.com website
Dear Ms***
Thank you for contacting Sears Home Improvement Products
(SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
MsP*** is concerned about the upstairs of the home allegedly not coolingThe inspection of the system found it was an issue with MsP*** damperWhen the damper failed it did not allow the proper air circulationWhen the damper failed it also appeared to have shorted out the thermostat to the upstairs of the homeThe damaged thermostat was not discovered until a follow up visit after the damper was installedThe thermostat is an item installed by SHIPSHIP provided a replacement thermostat at no cost as the thermostat is under warranty, even though the cause of the failure was not the result of the product or the Sears authorized installationAt this time all repairs have been completedPer my last email with MsP***, everything was working properly and nothing further needed to be addressed
I have explained to MsP*** that the damper was not an item that SHIP sold or installed per our contractThe damper was sold independently and installed by US Air Heating and
CoolingI also advised her that warranty claims or issue that may come from the unit she would have to address directly with the installer, ** *** *** *** *** and not SHIPThis would involve the damper only
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsP*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at ***
Sincerely,
Carlos C*** SHIP/HI Regulatory Complaint Specialist
cc: MsDiane P*** Via: 1st Class Mail
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her washerIf Ms*** would like to
select a new washer, we are willing to provide her with a dollar for dollar store credit to be used to select a replacement washer, or we can deliver the same model washer she currently has in her homeMs*** can email me at ***.***@searshc.com to advise which washer she would like to replace hers withSince we have noted our intent to assist Ms*** with her concerns, we ask that this complaint be closed pending further contact We 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 ***.***@searshc.com
June 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his online order experience
and request for a refund It is unfortunate that we failed Mr*** expectations and can understand his frustration with the series of events detailed in his complaintAs 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 Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** *** located at *** *** *** *** *** ** *** with email: *** and telephone number (*** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** 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 Mr*** order we found that the seller has not been able to provide a tracking number to dateThe seller advised that Mr*** refuse the merchandise should it be delivered in the interimWith that said, we have submitted a refund request and Mr*** should see the credit post to his account within to business daysIn closure, since a refund has been processed, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** - Jackie M W***
Dear *** *** We have completed our investigation of MsW*** complaint regarding her vacuum cleaner What MsW*** was assisted by
our executive team and accepted a resolution of $in Shop Your Way PointsSince MsW*** issues has been addressed and she accepted the $SYW points we have closed this case We apologize to MsW*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
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 as long as I recieve my part by the end of December.
Sincerely,
*** * ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
David ***
January 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and
dissatisfaction with the return process *** ***, Store General Manager for Unit *** provided the following response: Ms*** did drop off her item to our store that she had ordered on Sears.comWe were only provided with the packing slip and she did not leave her name, phone number or any other informationBased on the slip we received, we were able to complete a returnWe contacted her to get information to complete the return without the receiptThe return went back to Ms*** Sears card under return receipt number *** on January 21, Since we were unable to determine the delivery charge and tax, we processed a refund of $which is more than she was chargedWe over refunded her to make sure the complete amount was issued to herAdditionally, we contacted Ms*** to let her know about the refund we had processedShould Ms*** have any further questions or concerns, she may contact our store directly at *** ***We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. In the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because: Replacing the control board made no difference. Freezer is still at degrees and refrigerator at 42. We were really hoping for a fix of the problem. Very frustrated. Should not be allowed to sell a product that doesn't get to degrees in the freezer and degrees in refrigerator. I don't know what to doNOT SATISFIED
.Sincerely,
*** * *** Ouellette
August 17, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re* *** * *** *** Dear Ms***We have completed the investigation of MrK*** complaint regarding the recent purchase of a dryer.We would first like to apologize
that MrK*** dryer failed to meet his expectations of longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer.After reviewing MrK*** complaint and our records, we were able to determine that he called customer service on July 30, to request a return of his purchased dryer due to the washer bin was too deep and the he was not satisfied with the performance overallOur records show that on July 31, a piwas processed and completed as requestedSince the requested pick up for MrK*** purchased appliances has been completed, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,
*** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: ***imx integrated member experience
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Kathy *** #94553***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding Sears Home Services and repairs to her refrigerator
Sears Home
Services records indicate that
a new computer control board was installed into Ms***'s refrigerator during a service call that took place on May 22, Once the computer board was installed, the unit was tested and started to cool as expectedAdditionally, our office has processed a food loss reimbursement check in the amount of $250.00, which is the maximum benefit for an item covered by a Master Protection Agreement (MPA)Typically a consumer can expect to receive their food loss check within the next 10-daysSince we have noted the repairs to Ms***'s refrigerator and the processing of her food loss reimbursement, we ask that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
July 14, *** *** 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
request for a $gift card for inconvenience It is unfortunate that we failed Mr*** expectations as we value his patronageWe apologize for any inconvenience they may have experienced and 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 show that the order was completely cancelled and an Online agent assisted in placing a new order and honored the same pricesAs a gesture of goodwill, we would like to offer $in Shop Your Way Reward Points instead of a gift cardIf Mr*** would like to accept this offer, he may contact me via email at ***Additionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ***
**Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Katherine G***
December 14, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ernie ** ** *** - # *** Dear Ms***: We have completed our investigation of Mr** ** *** complaint
regarding the charge for a recent service call on his washer and his request for a refund At the time Mr** ** *** called to schedule service through Sears Home Services, he was apprised that since his washer was no longer under warranty, he would be scheduled as a cash call and responsible for a minimum non-refundable trip charge of $ The call taker explained that regardless of whether the repair estimate is accepted, a fee is dueWhile Mr** ** *** stated in his complaint that a diagnosis was not provided, the notes in his service order indicate that the technician found that the rotor assembly needed to be replaced. Furthermore, there are no notes indicating that the technician consulted with our Technical Assistance Center which would normally have occurred if the technician was having a problem diagnosing the appliance. Although Mr** ** *** is not entitled to any refund, as he was apprised that the diagnosis (trip charge) is non-refundable, as a one-time courtesy, we have processed a refund in the amount of $50.83, which is 50% of what was paidThe credit was requested on December 14, 2016, so Mr** ** *** can expect to see it post to his MasterCard account ending in in approximately five to seven business days from this date. With that said, since we are providing Mr** ** *** with a fair resolution, we ask to have this matter closed We apologize to Mr** ** *** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: The complaint had nothing to do with the service providerWhen contacted by the local service providers manager/coordinator I informed him of that and told him to tell Sears sameHe said he would. The complaint was regarding Sears' customer serviceIn particular the service and unfulfilled promises made during the early march call with Katie (aka Kaitlyn) and the subsequent calls with colleagues. Sears customer service made certain promises to me regarding the matter that are as yet on fulfilledA simple review of the call notes will provide that information to SearsUntil those promises are fulfilled, I do not consider the matter resolved.Sincerely,
*** ***
November 23, 2016Revdex.comAttn: Nita ***North Wabash Ave., Ste 2006Chicago, IL 60611Our File No: ***Service Order # ***Service Unit # 9759Revdex.com Case #: Robert ***Via: Revdex.com WebsiteDear Ms* ***This letter serves to confirm that we have completed our
investigation in regards to the above-referenced fileWe also wish to take this opportunity to notify you that the issue has been resolvedWe appreciate the customer’s cooperation in resolving this matterWe hope that the customer keeps us in mind for future home improvement and service needs.As the investigation has been completed, we are closing our file at this timeThank you for your time, effort and patience during the investigation processIf you have any further questions or concerns, please contact me at 1-800-222-extension *** or via email at richard.***@searshomepro.com.Sincerely,Richard ***SHIP/HI Regulatory Complaint Specialist cc: Robert *** via First Class Mail
August 25, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Edward C*** - # *** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding the non-receipt of a refund for a returned
part First, we would like to apologize to Mr*** for failing his expectations in regard to a recent range repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr***’s complaint, we contacted the local service unit to research his concerns. Technical Manager Kathy Lewis confirmed that the technician submitted a refund request, but the refund was not processed. Accordingly, we have processed a credit request to Mr***’s Visa account ending in *** in the amount of $275.43; he should see the credit post in the next five to seven business days. With that said, since we have documented Mr***’s concerns and issued his requested refund, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
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,
*** ***
May 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding non-receipt of a refund for the return
of a washer and dryer she purchased from Sears It is unfortunate that we failed Ms*** expectations when she recently purchased a washer and dryer from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that a refund check was generated on March 23, 2017, and mailed to the address Ms*** provided when opening her layaway. Mailed checks typically arrive within to business days from the issue date. Therefore, Ms*** check had not yet arrived when she filed this complaint. At this time, we can only reiterate that we regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us an opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed, since we have noted Ms*** 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, *** *** Regulatory Complaint Specialist *** *** *** ***
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
Sears has decided to make restitution on their failure to comply with our purchase of their Extended Service contractMy husband and I were offered $towards the purchase of a new TV at a Sears location
We have in fact accepted this offer and visited a Sears store to make a purchase of a new TVWe declined the offer to add an Extended Service contract to our purchase
At this time I would like to thank Sears for reaching a resolution to this complaintTheir apologies and this resolution have gone a long way toward restoring a lost customer
I would also like to thank the Revdex.com for their efforts and work at bring about this resolutionWithout the Revdex.com the relations between ourselves and Sears would have been permanently damaged
September 16,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Ken ***
Dear Ms***:
We have completed the investigation of Mr***'s complaint regarding delay in receiving his purchased mattress set
We would first like to apologize that many factors resulted in Mr***'s delay in completing his delivery within the provided time frameWe have already taken steps to improve delivery time requests by providing feedback to our Management Team to determine the best delivery outcome to all our customersWe make a great effort to provide equitable resolutions whenever possibleSo while we understand Mr***'s concerns, we would like to reassure him that Sears has always been committed to listening to our customers and responding to their needs, and we plan to continue doing so for years to comeAfter reviewing Mr***'s complaint and our records, we were able to determine that due to not meeting his requested time window, the delivery was rescheduled and completed on August 17, For any inconvenience this may have caused, we issued Mr*** a $gift cardWe ask Mr*** to allow 7-business days to arrive via USPSSince the delivery of Mr***'s purchased mattress set has been completed and courtesy compensation was provided, we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct 512***
i***@searshc.com
July 17th,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** *** *** Via: Revdex.com website
Dear Ms***
Thank you for contacting Sears Home Improvement Products
(SHIP) regarding your inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner
MsP*** is concerned about the upstairs of the home allegedly not coolingThe inspection of the system found it was an issue with MsP*** damperWhen the damper failed it did not allow the proper air circulationWhen the damper failed it also appeared to have shorted out the thermostat to the upstairs of the homeThe damaged thermostat was not discovered until a follow up visit after the damper was installedThe thermostat is an item installed by SHIPSHIP provided a replacement thermostat at no cost as the thermostat is under warranty, even though the cause of the failure was not the result of the product or the Sears authorized installationAt this time all repairs have been completedPer my last email with MsP***, everything was working properly and nothing further needed to be addressed
I have explained to MsP*** that the damper was not an item that SHIP sold or installed per our contractThe damper was sold independently and installed by US Air Heating and
CoolingI also advised her that warranty claims or issue that may come from the unit she would have to address directly with the installer, ** *** *** *** *** and not SHIPThis would involve the damper only
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MsP*** as a customer and apologize for any frustrations or inconveniences she may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at ***
Sincerely,
Carlos C*** SHIP/HI Regulatory Complaint Specialist
cc: MsDiane P*** Via: 1st Class Mail
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding Sears Home Services and repairs to her washerIf Ms*** would like to
select a new washer, we are willing to provide her with a dollar for dollar store credit to be used to select a replacement washer, or we can deliver the same model washer she currently has in her homeMs*** can email me at ***.***@searshc.com to advise which washer she would like to replace hers withSince we have noted our intent to assist Ms*** with her concerns, we ask that this complaint be closed pending further contact We 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 ***.***@searshc.com
June 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his online order experience
and request for a refund It is unfortunate that we failed Mr*** expectations and can understand his frustration with the series of events detailed in his complaintAs 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 Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** *** located at *** *** *** *** *** ** *** with email: *** and telephone number (*** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** 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 Mr*** order we found that the seller has not been able to provide a tracking number to dateThe seller advised that Mr*** refuse the merchandise should it be delivered in the interimWith that said, we have submitted a refund request and Mr*** should see the credit post to his account within to business daysIn closure, since a refund has been processed, 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** - Jackie M W***
Dear *** *** We have completed our investigation of MsW*** complaint regarding her vacuum cleaner What MsW*** was assisted by
our executive team and accepted a resolution of $in Shop Your Way PointsSince MsW*** issues has been addressed and she accepted the $SYW points we have closed this case We apologize to MsW*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
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 as long as I recieve my part by the end of December.
Sincerely,
*** * ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
David ***
January 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order and
dissatisfaction with the return process *** ***, Store General Manager for Unit *** provided the following response: Ms*** did drop off her item to our store that she had ordered on Sears.comWe were only provided with the packing slip and she did not leave her name, phone number or any other informationBased on the slip we received, we were able to complete a returnWe contacted her to get information to complete the return without the receiptThe return went back to Ms*** Sears card under return receipt number *** on January 21, Since we were unable to determine the delivery charge and tax, we processed a refund of $which is more than she was chargedWe over refunded her to make sure the complete amount was issued to herAdditionally, we contacted Ms*** to let her know about the refund we had processedShould Ms*** have any further questions or concerns, she may contact our store directly at *** ***We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. In the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation