June 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint regarding his dissatisfaction with customer service he received when he attempted to have a warranty alignment performed on his vehicle
We have Mr*** rebuttal, and we do not find that he has brought any new information to his complaintIt was our understanding that Mr*** worked at the auto center in Concord since he stated during our conversation “I know that is not how to treat customers since I use to work there”He did not clarify that he previously worked at a different locationWe apologize for the miscommunication; however, this information does not affect his complaint
As previously stated, we reached out to Auto Center Manager Miguel *** to assist with Mr*** complaintMr*** made an attempt to contact Mr*** to make arrangements for the realignment of his vehicleSince he was unable to reach Mr***, he left a voicemail with his contact informationSince Mr*** has not responded, we are unable to resolve his issue until Mr*** has the opportunity to discuss the matter with himMr*** may contact Auto Center Manager Miguel *** at (*** *** In the interim, we will consider this matter closed, pending his response
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigeratorOn February 20, Sears
processed the in warranty even exchange of Mr*** refrigeratorThat said, Mr*** new *** refrigerator has been ordered and is scheduled to be delivered to his home on March 6, Mr*** has my contact information and has been invited to contact me in the event I can be of any additional assistanceThat said we ask that this complaint be closed pending further contact We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
February 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re* * *** * *** *** **
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered when he attempted to
return his purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Mr*** was provided clearly states the following: Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or ask an associate for detailsMr*** could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsPlease see our return policy exceptions & special terms below….” Since Mr*** made his purchase on October 30, 2016, and then tried to return it in December he was over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Mr***, when no one else has received oneMr*** indicated that he was not offered an option for an in-store credit or a gift card, but that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr*** request
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
September 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94*** - Alfred ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his repair experience
Upon receipt of Mr***'s complaint, we found that our carservice management had moved forward with a replacementI confirmed with Mr*** the receipt of the new mowerIt is unfortunate that we failed Mr***'s expectations and we do 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 occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repair caused him any inconvenienceWe respectfully ask that this matter be closed, since we have replaced Mr***'s mower and noted his candid feedback
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 ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512*** direct
Vanessa.***@searshc.com
Contact Name and Title: MELISSA ***
July 15,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: Barbara *** - # 945***
Dear Ms***
We have completed
the investigation of Ms***'s complaint her dissatisfaction with the customer service she received when she called to inquire about her Home Warranty coverage
It is regrettable that we failed Ms***'s expectations, but we have documented her comments regarding her poor customer service experienceAdditionally, we have forwarded Ms***'s valuable feedback to upper management in customer service department, so they can review her concerns and address any coaching issuesWe appreciate Ms*** bringing this matter to our attention, since we compile this information to help us identify any negative trends and enable us to rectify any shortcomings within our customer service networkOur goal is to provide exemplary customer service, so we take issues such as Ms***'s very seriouslyIf Ms*** needs further assistance or has any remaining questions regarding her Home Warranty, she can call (855) *** In the interim, since we have documented Ms***'s experience and concerns with our customer service, we ask to have this matter closed
We apologize to Ms*** 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,
Charles S***
July 7,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Ms*** complaint regarding the
installation of her dishwasher
Upon receiving Ms*** complaint, we escalated her concerns to *** *** Customer Service Representative for the Installation Member Experience Team. MrRogers has attempted to reach Ms*** and has left contact information on her voicemail; however, at this time she has not responded. We are unable to resolve Ms*** issue until we have the opportunity to discuss the matter with her. She may contact Mr*** at *** at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider Ms*** matter closed, pending her response
We apologize to Ms*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Nathan *** #*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigerator*** ***
Sears Home Services Customer Advocate provided the following response: On December 7, 2016, a Sears refrigeration technician installed a previously ordered drier assemblyUpon leaving the home the refrigerator was cooling as designedWhen I contacted Mr*** to discuss the service call he was not home and committed to calling me if any further issues existedMr*** can reach me at ***Since we have noted the completion to Mr*** repairs, we ask that this complaint be closed pending further contactWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Tamyra *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her refrigerator Our records show that Ms***
contacted Sears for the first time on April 6, and requested service on the refrigeratorShe purchased a Sears Home Warranty but then cancelled the warranty as she was informed that she had a Master Protection Agreement (MPA) that she purchased at the same time she purchased her refrigerator on July 14, We have no records of service for the refrigerator before April of nor do I show any calls to Sears before April 6, requesting service for her refrigeratorOur service technician replaced a drain tube on April 17, Since we have repaired the refrigerator under the now expired MPA we have closed this case We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
September 6, Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: Loria ** *** - # *** Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with her local Sears Optical location We are in receipt of Ms*** complaint filed with your officeLuxottica Retail’s vision is to provide legendary serviceWe are sorry that Ms*** feels that we fell short of our goal and is dissatisfied with the Sears Optical Windward Mall Clarice ***, Customer Relations Consultant for Luxottica Retail, our business partner in operating the optical location referenced in Ms*** complaint, has provided the following response, and we have included it in its entirety below: Ms*** states that she feels that the Sears Optical Buy One, Get One Free promotion is misleading We apologize for any frustration that Ms*** may have experienced with this situationFeedback from our customers is appreciated Optical Manager Howard *** contacted Ms*** to discuss her concerns and to apologize for any misunderstanding regarding the promotionIt is our understanding that Ms*** is not seeking any compensation and is satisfied after speaking with Mr*** Thank you for contacting Luxottica Retail Sincerely, Clarice *** Escalations Specialist Sears Optical Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
August 3, *** *** 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 non-receipt of a gift card offered by Sears It is unfortunate that we failed Ms*** expectations when she recently placed an 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 show that we issued a product discount of $to Ms*** credit account, $was added to her Shop Your Way Rewards (SYWR) account instead of an email GC on July 15, 2016, and a second concession of $was issued to her SYWR on June 22, 2016, by our Customer Care Team as an apology for her dissatisfaction with delivery. As such, it would seem that Ms*** has already received a total amount of discounts and concessions exceeding the amount she requested. Therefore, at this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the 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 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 *** *** *** ***
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
Thank you very much for your help!
Sincerely,
*** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a gazebo purchased from Sears*** *** Operations Manager from the
Sears in Concord provided the following response: On July 14, I contacted Mr*** and his concerns were discussedIt has been agreed that he would come into the store and we will provide him with a $sales adjustmentThe aforementioned sales adjustment is being provided as a one-time gesture of good faithIt is important to note that per the manufacturer’s warranty, it does not cover any damage due to acts of nature, vandalism, misuse, or improper assembly is not coveredCorrosion or rusting of hardware is not coveredAt this time, since we have noted our intent to reimburse Mr*** $300.00, we ask that this complaint be closedWe apologize to Mr*** 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 ***
June 14,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return the dresses she purchased after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms*** was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Furthermore, it is not an associate’s responsibility to anticipate questions that a consumer might haveIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the dresses on April 18, 2016, and then attempted to return them on June 10, 2016, she was clearly over the 30-day “hassle-free” return period
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
Again, 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
*** *** ***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** ***
*** *** *** We have completed the investigation of *** *** complaint regarding
her gift and her request to receive a refund that was denied Our return policy is clear; it is days from the date of purchase and *** *** purchase appears to fall outside of that time frameHowever, in the interest off consumer satisfaction, we have sent a check for $to her home addressThis check should arrive within 10-business days In light of the aforementioned information, we respectfully ask that this matter remain closed 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
December 28, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** Dear Ms*** We have completed the investigation of Ms***’s rebuttal Assistant Manager *** *** provided the following response: I have spoken with Ms*** and a service appointment has been setup for January 4, If there are any malfunctions found with her items, they will be repaired free of charge in accordance with the terms of her warrantyShould Ms*** have any questions or concerns, I (Thomas) may be reached during business hours at *** *** 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 Tell us why here
October 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her dishwasher
According to our records, Ms*** purchased her dishwasher on July 4, 2015, which means that the item is now almost months old and her manufacturer’s warranty expired in JulyFurthermore our return policy is only valid for days from the date of purchase; therefore, we are unable to grant her request for a replacementWe want to note that in the time Ms*** has had her dishwasher, we have not received any requests for service or calls regarding the item until now according to our service databaseAlthough Ms*** claims that there is an issue with her model, we have no related recalls on file from the manufacturerThat said, we are willing to absorb up to $worth of repair costs if Ms*** has a Sears technician perform the repair as a courtesy This offer is valid for days from the date of this letter; after that, it will be null and voidShould Ms*** wish to accept our offer, I may be contacted during business hours via email at *** Since we are unable to grant Ms*** request due to the aforementioned reasons, we have closed our file 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 12, 2015/10/12) */
October 12,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Ms.*** complaint
regarding her recent visit to one of our auto centers
Upon receiving Ms.*** complaint, we escalated her concerns to*** Backshop Coordinator, who contacted Ms.***Mr*** discussed Ms.*** concerns and agreed to have her bring her vehicle back to the auto center where the engine cover would be installedThat being said, because we have addressed Ms.*** concerns, we respectfully request 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,
***
Regulatory Complaints Specialist
***
Initial Consumer Rebuttal /* (2000, 14, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just want to thank Revdex.com for coming through and being the voice for the peopleWe often feel like we are not being heardSo BRAVO to youThanks to Revdex.com shortly after I filed my complaint Sears Auto contacted me to inform me they had ordered the engine coverOnce the part arrived I was notified and I stopped by the Auto Center and *** replaced it on the stopAgain thank you Revdex.com and thank you Sears
August 22,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** *** *** Via email: ***
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
In regards to MrG*** complaint, we have successfully completed the Roof and Siding service repairsThe finance concerns have also been taken care ofMrG*** can contact *** at *** to get any account updates regarding his account at his convenience
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MrG*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at ***@searshomepro.com
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Jose G***
January 4,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the problems he
encountered with the delivery of his refrigerator
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Mr*** complaint we reached out to *** ***, Service Recovery Special with our Logistics Team, to assist with Mr*** concern. Ms*** investigated and discovered that on December 8, the manufacturer notified us of a delivery delay. Due to human error, the rescheduled date was changed to December 12, instead of 2015. Regrettably, when Mr*** called to check the status of his delivery, we failed to notice that the year was incorrect. We also apologize that Mr*** was misinformed that he would have to re-order and we would not be able to provided him the same price on the refrigerator. Ms*** confirmed that she has corrected the order and the refrigerator has been rescheduled for delivery on Wednesday, January 6, 2015. We have contacted Mr*** and provided an update on the delivery date. Mr*** confirmed that he would be available. With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
June 7,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #*** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint regarding his dissatisfaction with customer service he received when he attempted to have a warranty alignment performed on his vehicle
We have Mr*** rebuttal, and we do not find that he has brought any new information to his complaintIt was our understanding that Mr*** worked at the auto center in Concord since he stated during our conversation “I know that is not how to treat customers since I use to work there”He did not clarify that he previously worked at a different locationWe apologize for the miscommunication; however, this information does not affect his complaint
As previously stated, we reached out to Auto Center Manager Miguel *** to assist with Mr*** complaintMr*** made an attempt to contact Mr*** to make arrangements for the realignment of his vehicleSince he was unable to reach Mr***, he left a voicemail with his contact informationSince Mr*** has not responded, we are unable to resolve his issue until Mr*** has the opportunity to discuss the matter with himMr*** may contact Auto Center Manager Miguel *** at (*** *** In the interim, we will consider this matter closed, pending his response
Again, we apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigeratorOn February 20, Sears
processed the in warranty even exchange of Mr*** refrigeratorThat said, Mr*** new *** refrigerator has been ordered and is scheduled to be delivered to his home on March 6, Mr*** has my contact information and has been invited to contact me in the event I can be of any additional assistanceThat said we ask that this complaint be closed pending further contact We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
February 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re* * *** * *** *** **
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the problem he encountered when he attempted to
return his purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Mr*** was provided clearly states the following: Most items have a return policy of days from purchase but may vary by itemAll returns require a receipt and may be looked up in the storeRestrictions ApplySee Sears.com, signs posted at registers, or ask an associate for detailsMr*** could have followed the instructions on the receipt to review the policy online or simply asked an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptionsPlease see our return policy exceptions & special terms below….” Since Mr*** made his purchase on October 30, 2016, and then tried to return it in December he was over the 30-day “hassle-free” return period
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Mr***, when no one else has received oneMr*** indicated that he was not offered an option for an in-store credit or a gift card, but that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange…it must be requested within daysAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Mr*** request
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
September 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94*** - Alfred ***
Dear Ms***:
We have completed our investigation of Mr***'s complaint regarding his repair experience
Upon receipt of Mr***'s complaint, we found that our carservice management had moved forward with a replacementI confirmed with Mr*** the receipt of the new mowerIt is unfortunate that we failed Mr***'s expectations and we do 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 occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be avertedWe can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding his repair caused him any inconvenienceWe respectfully ask that this matter be closed, since we have replaced Mr***'s mower and noted his candid feedback
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 ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512*** direct
Vanessa.***@searshc.com
Contact Name and Title: MELISSA ***
July 15,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: Barbara *** - # 945***
Dear Ms***
We have completed
the investigation of Ms***'s complaint her dissatisfaction with the customer service she received when she called to inquire about her Home Warranty coverage
It is regrettable that we failed Ms***'s expectations, but we have documented her comments regarding her poor customer service experienceAdditionally, we have forwarded Ms***'s valuable feedback to upper management in customer service department, so they can review her concerns and address any coaching issuesWe appreciate Ms*** bringing this matter to our attention, since we compile this information to help us identify any negative trends and enable us to rectify any shortcomings within our customer service networkOur goal is to provide exemplary customer service, so we take issues such as Ms***'s very seriouslyIf Ms*** needs further assistance or has any remaining questions regarding her Home Warranty, she can call (855) *** In the interim, since we have documented Ms***'s experience and concerns with our customer service, we ask to have this matter closed
We apologize to Ms*** 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,
Charles S***
July 7,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Ms*** complaint regarding the
installation of her dishwasher
Upon receiving Ms*** complaint, we escalated her concerns to *** *** Customer Service Representative for the Installation Member Experience Team. MrRogers has attempted to reach Ms*** and has left contact information on her voicemail; however, at this time she has not responded. We are unable to resolve Ms*** issue until we have the opportunity to discuss the matter with her. She may contact Mr*** at *** at her earliest convenience if she still requires assistance with her issue. In the interim, we will consider Ms*** matter closed, pending her response
We apologize to Ms*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
***
***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Nathan *** #*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Sears Home Services and repairs to his refrigerator*** ***
Sears Home Services Customer Advocate provided the following response: On December 7, 2016, a Sears refrigeration technician installed a previously ordered drier assemblyUpon leaving the home the refrigerator was cooling as designedWhen I contacted Mr*** to discuss the service call he was not home and committed to calling me if any further issues existedMr*** can reach me at ***Since we have noted the completion to Mr*** repairs, we ask that this complaint be closed pending further contactWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # - Tamyra *** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding her refrigerator Our records show that Ms***
contacted Sears for the first time on April 6, and requested service on the refrigeratorShe purchased a Sears Home Warranty but then cancelled the warranty as she was informed that she had a Master Protection Agreement (MPA) that she purchased at the same time she purchased her refrigerator on July 14, We have no records of service for the refrigerator before April of nor do I show any calls to Sears before April 6, requesting service for her refrigeratorOur service technician replaced a drain tube on April 17, Since we have repaired the refrigerator under the now expired MPA we have closed this case We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct Vanessa.L.***@searshc.com
September 6, Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: Loria ** *** - # *** Dear Ms***
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with her local Sears Optical location We are in receipt of Ms*** complaint filed with your officeLuxottica Retail’s vision is to provide legendary serviceWe are sorry that Ms*** feels that we fell short of our goal and is dissatisfied with the Sears Optical Windward Mall Clarice ***, Customer Relations Consultant for Luxottica Retail, our business partner in operating the optical location referenced in Ms*** complaint, has provided the following response, and we have included it in its entirety below: Ms*** states that she feels that the Sears Optical Buy One, Get One Free promotion is misleading We apologize for any frustration that Ms*** may have experienced with this situationFeedback from our customers is appreciated Optical Manager Howard *** contacted Ms*** to discuss her concerns and to apologize for any misunderstanding regarding the promotionIt is our understanding that Ms*** is not seeking any compensation and is satisfied after speaking with Mr*** Thank you for contacting Luxottica Retail Sincerely, Clarice *** Escalations Specialist Sears Optical Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
August 3, *** *** 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 non-receipt of a gift card offered by Sears It is unfortunate that we failed Ms*** expectations when she recently placed an 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 show that we issued a product discount of $to Ms*** credit account, $was added to her Shop Your Way Rewards (SYWR) account instead of an email GC on July 15, 2016, and a second concession of $was issued to her SYWR on June 22, 2016, by our Customer Care Team as an apology for her dissatisfaction with delivery. As such, it would seem that Ms*** has already received a total amount of discounts and concessions exceeding the amount she requested. Therefore, at this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the 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 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 *** *** *** ***
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
Thank you very much for your help!
Sincerely,
*** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a gazebo purchased from Sears*** *** Operations Manager from the
Sears in Concord provided the following response: On July 14, I contacted Mr*** and his concerns were discussedIt has been agreed that he would come into the store and we will provide him with a $sales adjustmentThe aforementioned sales adjustment is being provided as a one-time gesture of good faithIt is important to note that per the manufacturer’s warranty, it does not cover any damage due to acts of nature, vandalism, misuse, or improper assembly is not coveredCorrosion or rusting of hardware is not coveredAt this time, since we have noted our intent to reimburse Mr*** $300.00, we ask that this complaint be closedWe apologize to Mr*** 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 ***
June 14,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return the dresses she purchased after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms*** was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Furthermore, it is not an associate’s responsibility to anticipate questions that a consumer might haveIt is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the dresses on April 18, 2016, and then attempted to return them on June 10, 2016, she was clearly over the 30-day “hassle-free” return period
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
Again, 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
*** *** ***
March 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** ***
*** *** *** We have completed the investigation of *** *** complaint regarding
her gift and her request to receive a refund that was denied Our return policy is clear; it is days from the date of purchase and *** *** purchase appears to fall outside of that time frameHowever, in the interest off consumer satisfaction, we have sent a check for $to her home addressThis check should arrive within 10-business days In light of the aforementioned information, we respectfully ask that this matter remain closed 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
December 28, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** *** Dear Ms*** We have completed the investigation of Ms***’s rebuttal Assistant Manager *** *** provided the following response: I have spoken with Ms*** and a service appointment has been setup for January 4, If there are any malfunctions found with her items, they will be repaired free of charge in accordance with the terms of her warrantyShould Ms*** have any questions or concerns, I (Thomas) may be reached during business hours at *** *** 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 Tell us why here
October 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** Dear Ms* *** We have completed the investigation of Ms*** complaint regarding her dishwasher
According to our records, Ms*** purchased her dishwasher on July 4, 2015, which means that the item is now almost months old and her manufacturer’s warranty expired in JulyFurthermore our return policy is only valid for days from the date of purchase; therefore, we are unable to grant her request for a replacementWe want to note that in the time Ms*** has had her dishwasher, we have not received any requests for service or calls regarding the item until now according to our service databaseAlthough Ms*** claims that there is an issue with her model, we have no related recalls on file from the manufacturerThat said, we are willing to absorb up to $worth of repair costs if Ms*** has a Sears technician perform the repair as a courtesy This offer is valid for days from the date of this letter; after that, it will be null and voidShould Ms*** wish to accept our offer, I may be contacted during business hours via email at *** Since we are unable to grant Ms*** request due to the aforementioned reasons, we have closed our file 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 concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Initial Business Response /* (1000, 12, 2015/10/12) */
October 12,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Ms.*** complaint
regarding her recent visit to one of our auto centers
Upon receiving Ms.*** complaint, we escalated her concerns to*** Backshop Coordinator, who contacted Ms.***Mr*** discussed Ms.*** concerns and agreed to have her bring her vehicle back to the auto center where the engine cover would be installedThat being said, because we have addressed Ms.*** concerns, we respectfully request 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,
***
Regulatory Complaints Specialist
***
Initial Consumer Rebuttal /* (2000, 14, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just want to thank Revdex.com for coming through and being the voice for the peopleWe often feel like we are not being heardSo BRAVO to youThanks to Revdex.com shortly after I filed my complaint Sears Auto contacted me to inform me they had ordered the engine coverOnce the part arrived I was notified and I stopped by the Auto Center and *** replaced it on the stopAgain thank you Revdex.com and thank you Sears
August 22,
Revdex.com
Attn: *** *** North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** *** *** Via email: ***
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
In regards to MrG*** complaint, we have successfully completed the Roof and Siding service repairsThe finance concerns have also been taken care ofMrG*** can contact *** at *** to get any account updates regarding his account at his convenience
At this time, we respectfully request that you close your fileOn behalf of SHIP please know that we value MrG*** as a customer and apologize for any frustrations or inconveniences he may have experiencedIf you have any questions or concerns, please contact me at *** * *** or via email at ***@searshomepro.com
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc: Jose G***
January 4,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
*** *** ***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the problems he
encountered with the delivery of his refrigerator
Firstly we would like to apologize for the inconvenience and disappointment that Mr*** may have experiencedWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Upon receipt of Mr*** complaint we reached out to *** ***, Service Recovery Special with our Logistics Team, to assist with Mr*** concern. Ms*** investigated and discovered that on December 8, the manufacturer notified us of a delivery delay. Due to human error, the rescheduled date was changed to December 12, instead of 2015. Regrettably, when Mr*** called to check the status of his delivery, we failed to notice that the year was incorrect. We also apologize that Mr*** was misinformed that he would have to re-order and we would not be able to provided him the same price on the refrigerator. Ms*** confirmed that she has corrected the order and the refrigerator has been rescheduled for delivery on Wednesday, January 6, 2015. We have contacted Mr*** and provided an update on the delivery date. Mr*** confirmed that he would be available. With that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
Again, we apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***