February 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
We would first like to note that we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.comWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be availableWith an online business, it is possible for merchandise to be ordered and then later be found to not be availableIn Ms*** case, we do apologize for any inconvenience she may have experiencedWe value Ms*** patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe have confirmed that a full refund has been provided and Sears Online is still willing to honor the same price once the product become available again from the manufacturerAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn 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
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,
Travis D***
February 28, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a bill she received for services on a
washer. In reviewing Ms*** service records we believe we found the reason for the billing errorWhen we first serviced her washer in January of 2016, we replaced a timer with a rebuilt timerThe timer and the labor to install it were covered under our day warrantyWhen we returned in April we installed the same time, but this time not one that was rebuiltWhile the part was higher in price, this was covered under the warrantyUnfortunately, it appears that the service order was not closed out properly, possibly because Ms*** may have installed the part herself so that our technician did not return to close out the call and transfer the charges to a warranty statusThis meant that someone at the local service unit closed the order out and this caused it to appear that no monies were paid on the service orderDuring a routine audit this was discovered and this is why Ms*** was billedWe have now had that bill cleared, so she should not receive any further correspondence related to this debt dated after todayIf she does, then she is welcome to contact me via email or phone so that I can assist further on her behalfWe would also note that we do not report to any of the three major credit bureaus so our collection efforts would not have any impact on her credit historyWith that said, since we have removed the bill from Ms*** record, 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,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
May 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First, we would
like to apologize to Ms*** for failing her expectations when she contacted Sears Home Services to repair her dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing Ms*** purchase information and the notes in our service system, we contacted the National Claims Center to request that the outstanding bill of $($plus interest) be cleared from our systemCOE Operations Supervisor *** *** responded on May 19, 2017, that the invoice was removed from our billing system; Ms*** should not receive any bills dated after May 19th. This letter will serve as Ms*** documentation that she does not owe Sears Home Services $for the service call completed on March 3, 2017, under service order *** Furthermore, we would like to assure Ms*** that since we handle these billing issues in house, we do not notify any credit agencies, therefore, Ms*** rating would not be adversely affected by this oversight. With that said, since we have corrected this billing error and zeroed out *** invoice, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
October 11,
*** *** 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 her 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 policyMs*** mentioned that the shoes were purchased onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the shoes on August 22, and they were delivered on August 24, 2016, and she attempted to return them on September 30, 2016, she was clearly 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 correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for Ms***, when no one else has received oneThe 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 Ms*** request
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
*** *** ***
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
*** *** *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** *** *** *** Hello ????Just wanted to inform you I finally received a check from Sears for $!!! Thank you so much for your assistance in getting my refund back ??! It’s sad that I had to involve you in getting my refund from such a large company as Sears ??.Sent from my ***
Sincerely,
Candelaria C***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a range purchased from Sears*** *** Sears Home Services Customer
Advocate provided the following response: The technician that was dispatched to Ms*** home on February 21, found that the burner and ignitor were found to be not covered in debrisSpecifically, oil and grease will cause the ignitor to short and ultimately that can cause the unit to not function as designedWhen *** *** spoke with Mr*** after the technician left the home he stated that he was going to clean the stove and purchase a new burnerWe feel it is important to remind the *** that it is imperative to unplug the stove before cleaning the top of the ovenIf after the burners, ignitor and burner caps are cleaned and problems continue, we will be happy to send another technician out to diagnose and repairI can be reached by calling *** *** *** That said we ask that this complaint be closedWe 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 ***
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
I would note that the response and response letter should have some clarification for documentation. First, the letter points to the service being expedited. Although it's true Revdex.com facilitated in moving up the service date, it was still days. Second, the letter states that another appointment was required to resolve the issue. That is not true. Sears told us from the get go that they absolutely refused to have the service person show up with the parts on their first visit. Period. And, last, it is ok that we are given a month extended warranty, but that does not begin to make up for the extreme inconvenience that could have been avoided if Sears would have provided prompt service.
Sincerely,
Carol J***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding a recent order As clarification, the picture of the dryer Mr*** ordered on our site depicts the lid opening from the top However, we have processed an exchange for the dryer Mr*** wanted at no additional cost to him as a courtesyThe delivery is scheduled for February 22, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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 *** *** ***
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 Although I am frustrated that the Revdex.com needed to get involved, I am very grateful that such an organization exists Thank you!
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Holdings CorporationSears has referred Mr
*** claim to our third-party claims administrator, ***. *** *** has been assigned as Mr*** caseworker and his claim number is ***If Mr*** has any questions regarding his claim, we ask that he contact *** *** ** *** *** during business hours or via email at *** Per our protocol, once a consumer has been assigned a claim number through ***, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Mr*** issue, regardless of the decision made; however, as a courtesy, we sent *** an email advising that Mr*** has escalated his issue to the Revdex.comAgain, if Mr*** has any concerns or questions regarding his claim, we ask that he speak with Ms*** With that said, since *** is the party responsible for addressing Mr*** damage claim, not Sears, we ask that this matter 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 ***
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.I feel vindicated by receiving the credit to my account from the overcharge practice regarding the online transaction.
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a microwave purchased from Sears OutletSears Outlet records indicate
that Ms*** received a *** built in microwaveThe selling store in Henderson Nevada provided the unit and salescheck number *** references the saleThat said we ask that this complaint be closedWe 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 ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent Store pick up online order
and her request for a refund of the cancelled order After reviewing the notes in her order we forwarded this matter to the local Kmart Store General Manager and the District Manager *** *** We sent this matter to the local store since the online sale was transferred to the store; this makes the store responsible for issuing the refundWe received a response from the local store advising that a refund would be issuedWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since the store has confirmed that refund will be completed, we respectfully ask to have this matter closed pending her receipt of the refund 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
May 24,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding her funds being retained by one of our Kmart
stores
Upon receiving *** *** complaint, we reached out to her and she states that she got her bank involved on Friday, May 20, 2016. She also received a call from *** at Kmart store# *** who gave her the money owed. *** *** husband went to Kmart to receive the refund. Because we value *** *** patronage and regret this incidence, we have processed a gift card in the amount of $which will be received in 7-business days to the address listed on this complaint. That being said, because we have addressed *** *** complaint, we respectfully request this complaint be 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 Complaints Specialist
***
***
December 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order
As clarification, Ms*** order was placed through one of our Marketplace vendors, *** *** *** Some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing, description or inventory errors, also encompasses any merchandise shown from our vendors. In the case of this item, it seems that it was not available after allHowever, if it was a pricing error of some kind, as we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, we are unable to grant Ms*** request as illustrated above and since she has received a refund for the item in question, 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, *** *** Specialist, Regulatory Complaints Direct Dial: *** Email: ***
March 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with
our customer service and failure to provide a refund for her refrigerator purchase It is unfortunate that we failed Ms*** expectations when she recently visited SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that our store issued a refund of $to Ms*** *** account on February 10, 2016. In addition, as a good will gesture, she was provided with a $product discount after the delivery of her re-selected refrigerator. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us another opportunity to provide her with 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 Sears in reference to complaint ID ***, and find that this resolution, although not satisfactory to me, is the only resolution I will receive from Sears (thus, the reason for my complaint in the first place)I also wish to add that the "over-sudsing" comment is news to me and has not been stated in the pastI realize that a large company such as Sears can get too large and out of touch with their loyal customersI am quite sure the company is not aware of the number of large appliances I have purchased from them in the past years However, I will no longer be doing business with Sears in the future But I am sure that this will not impact an organization that has spent more time on the phone telling customers that they are wrong Thank you for your time
Sincerely,
Alison ***
September 8, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator First, we
would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After receiving Ms***’s complaint, we contacted the local service unit to see if her repair appointment could be moved up. Unfortunately, due to the high volume of repairs already scheduled, the appointment could not be changed. A Sears technician emergency ordered parts on August 31, 2016, and returned on September 6, 2016, to complete the repair. While we are unable to replace Ms***’s refrigerator at this time, we have purchased a one-year Master Protection Agreement (MPA) for the refrigerator. The coverage will begin upon the expiration of the one-year manufacturer’s warranty, January 8, 2017, and be in effect until January 8, 2018. The MPA will provide for certain benefits such as food loss, rental reimbursement and a replacement if the refrigerator meets certain criteria. If Ms*** has any further questions regarding the MPA coverage she is welcome to call our Protection Agreement department at (800) 827-6655. With that said, since we have completed the repair to Ms***’s complaint, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
February 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order experience
We would first like to note that we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.comWe do try to keep our internal inventory numbers as accurate as possible to avoid disappointing our customers, yet there is always a chance when an online order is placed that stock may not be availableWith an online business, it is possible for merchandise to be ordered and then later be found to not be availableIn Ms*** case, we do apologize for any inconvenience she may have experiencedWe value Ms*** patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe have confirmed that a full refund has been provided and Sears Online is still willing to honor the same price once the product become available again from the manufacturerAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn 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
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,
Travis D***
February 28, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a bill she received for services on a
washer. In reviewing Ms*** service records we believe we found the reason for the billing errorWhen we first serviced her washer in January of 2016, we replaced a timer with a rebuilt timerThe timer and the labor to install it were covered under our day warrantyWhen we returned in April we installed the same time, but this time not one that was rebuiltWhile the part was higher in price, this was covered under the warrantyUnfortunately, it appears that the service order was not closed out properly, possibly because Ms*** may have installed the part herself so that our technician did not return to close out the call and transfer the charges to a warranty statusThis meant that someone at the local service unit closed the order out and this caused it to appear that no monies were paid on the service orderDuring a routine audit this was discovered and this is why Ms*** was billedWe have now had that bill cleared, so she should not receive any further correspondence related to this debt dated after todayIf she does, then she is welcome to contact me via email or phone so that I can assist further on her behalfWe would also note that we do not report to any of the three major credit bureaus so our collection efforts would not have any impact on her credit historyWith that said, since we have removed the bill from Ms*** record, 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,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
May 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First, we would
like to apologize to Ms*** for failing her expectations when she contacted Sears Home Services to repair her dishwasher. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing Ms*** purchase information and the notes in our service system, we contacted the National Claims Center to request that the outstanding bill of $($plus interest) be cleared from our systemCOE Operations Supervisor *** *** responded on May 19, 2017, that the invoice was removed from our billing system; Ms*** should not receive any bills dated after May 19th. This letter will serve as Ms*** documentation that she does not owe Sears Home Services $for the service call completed on March 3, 2017, under service order *** Furthermore, we would like to assure Ms*** that since we handle these billing issues in house, we do not notify any credit agencies, therefore, Ms*** rating would not be adversely affected by this oversight. With that said, since we have corrected this billing error and zeroed out *** invoice, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
October 11,
*** *** 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 her 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 policyMs*** mentioned that the shoes were purchased onlineWe would like to note that a link to view the return policy online is listed below the description of the items we sellWe would also like to note that the return policy is posted in our stores as wellWith 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policySince Ms*** purchased the shoes on August 22, and they were delivered on August 24, 2016, and she attempted to return them on September 30, 2016, she was clearly 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 correctionAlso, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIt would not be fair to make an exception for Ms***, when no one else has received oneThe 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 Ms*** request
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
*** *** ***
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
*** *** *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** *** *** *** Hello ????Just wanted to inform you I finally received a check from Sears for $!!! Thank you so much for your assistance in getting my refund back ??! It’s sad that I had to involve you in getting my refund from such a large company as Sears ??.Sent from my ***
Sincerely,
Candelaria C***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a range purchased from Sears*** *** Sears Home Services Customer
Advocate provided the following response: The technician that was dispatched to Ms*** home on February 21, found that the burner and ignitor were found to be not covered in debrisSpecifically, oil and grease will cause the ignitor to short and ultimately that can cause the unit to not function as designedWhen *** *** spoke with Mr*** after the technician left the home he stated that he was going to clean the stove and purchase a new burnerWe feel it is important to remind the *** that it is imperative to unplug the stove before cleaning the top of the ovenIf after the burners, ignitor and burner caps are cleaned and problems continue, we will be happy to send another technician out to diagnose and repairI can be reached by calling *** *** *** That said we ask that this complaint be closedWe 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 ***
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
I would note that the response and response letter should have some clarification for documentation. First, the letter points to the service being expedited. Although it's true Revdex.com facilitated in moving up the service date, it was still days. Second, the letter states that another appointment was required to resolve the issue. That is not true. Sears told us from the get go that they absolutely refused to have the service person show up with the parts on their first visit. Period. And, last, it is ok that we are given a month extended warranty, but that does not begin to make up for the extreme inconvenience that could have been avoided if Sears would have provided prompt service.
Sincerely,
Carol J***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Mr***
complaint regarding a recent order As clarification, the picture of the dryer Mr*** ordered on our site depicts the lid opening from the top However, we have processed an exchange for the dryer Mr*** wanted at no additional cost to him as a courtesyThe delivery is scheduled for February 22, We apologize for any misunderstandingIn light of the aforementioned information, we respectfully ask that this matter be considered closed 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 *** *** ***
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 Although I am frustrated that the Revdex.com needed to get involved, I am very grateful that such an organization exists Thank you!
Sincerely,
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Holdings CorporationSears has referred Mr
*** claim to our third-party claims administrator, ***. *** *** has been assigned as Mr*** caseworker and his claim number is ***If Mr*** has any questions regarding his claim, we ask that he contact *** *** ** *** *** during business hours or via email at *** Per our protocol, once a consumer has been assigned a claim number through ***, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Mr*** issue, regardless of the decision made; however, as a courtesy, we sent *** an email advising that Mr*** has escalated his issue to the Revdex.comAgain, if Mr*** has any concerns or questions regarding his claim, we ask that he speak with Ms*** With that said, since *** is the party responsible for addressing Mr*** damage claim, not Sears, we ask that this matter 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 ***
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.I feel vindicated by receiving the credit to my account from the overcharge practice regarding the online transaction.
*** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a microwave purchased from Sears OutletSears Outlet records indicate
that Ms*** received a *** built in microwaveThe selling store in Henderson Nevada provided the unit and salescheck number *** references the saleThat said we ask that this complaint be closedWe 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 ***
May 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding her recent Store pick up online order
and her request for a refund of the cancelled order After reviewing the notes in her order we forwarded this matter to the local Kmart Store General Manager and the District Manager *** *** We sent this matter to the local store since the online sale was transferred to the store; this makes the store responsible for issuing the refundWe received a response from the local store advising that a refund would be issuedWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future *** *** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since the store has confirmed that refund will be completed, we respectfully ask to have this matter closed pending her receipt of the refund 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
May 24,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding her funds being retained by one of our Kmart
stores
Upon receiving *** *** complaint, we reached out to her and she states that she got her bank involved on Friday, May 20, 2016. She also received a call from *** at Kmart store# *** who gave her the money owed. *** *** husband went to Kmart to receive the refund. Because we value *** *** patronage and regret this incidence, we have processed a gift card in the amount of $which will be received in 7-business days to the address listed on this complaint. That being said, because we have addressed *** *** complaint, we respectfully request this complaint be 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 Complaints Specialist
***
***
December 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order
As clarification, Ms*** order was placed through one of our Marketplace vendors, *** *** *** Some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders. However, the disclaimer on our website covering any errors due to pricing, description or inventory errors, also encompasses any merchandise shown from our vendors. In the case of this item, it seems that it was not available after allHowever, if it was a pricing error of some kind, as we noted, we have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. With an online business it is possible for mistakes to occur or for customers to view an older description with a different price, which is why most online merchants have terms and conditions that are similar to ours. An incorrect sign posted in a store might only cause one sale to be made before the mistake can be corrected, with the store taking a loss on just one item if the price is substantially below their cost. When an incorrect price is posted on a website, there is the potential for thousands of orders to be placed before the mistake can be corrected. Most online retailers post similar terms of use, and we stand by our disclaimer. In case Ms*** may not have been familiar with our disclaimer, even though any access of our site is considered an acceptance of our terms of use, we have included below the portion that was pertinent to this situation: “…Disclaimer YOU EXPRESSLY AGREE THAT YOUR USE OF THE SEARS SITE, AND OF ANY USER CONTENT, INFORMATION, ADVICE, SERVICES, PRODUCTS, AND OTHER MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, IS ENTIRELY AT YOUR OWN RISK, AND THAT ALL SUCH INFORMATION AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASISTO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE MAKE NO, AND HEREBY DISCLAIM ALL, REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE AVAILABILITY, OPERATION AND/OR USE OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO ANY USER CONTENT PROVIDED VIA THE SEARS SITE, AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCEIN ADDITION, WE DO NOT REPRESENT OR WARRANT THAT THE INFORMATION AND CONTENT ACCESSIBLE VIA THE SEARS SITE IS ACCURATE, COMPLETE OR CURRENT, AND WE ARE NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS THEREIN OR FOR ANY ADVERSE CONSEQUENCES RESULTING FROM USE OF, INABILITY TO USE, OR RELIANCE ON ANY ASPECT OF THE SEARS SITE, INCLUDING BUT NOT LIMITED TO USER CONTENT AND ALL OTHER CONTENT, SERVICES, PRODUCTS, AND OTHER INFORMATION AND MATERIALS CONTAINED IN OR DESCRIBED ON THE SEARS SITEFURTHER, WE MAKE NO REPRESENTATIONS AND WARRANTIES THAT THE SEARS SITE OR THE USER CONTENT WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTSNO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY ANY USER FROM US OR THE SEARS SITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREINPlacing an Order …Pricing errors may occur on the Sears site from time to time, on items sold by Sears, or items sold by third party merchants on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” In closure, we are unable to grant Ms*** request as illustrated above and since she has received a refund for the item in question, 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, *** *** Specialist, Regulatory Complaints Direct Dial: *** Email: ***
March 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with
our customer service and failure to provide a refund for her refrigerator purchase It is unfortunate that we failed Ms*** expectations when she recently visited SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records indicate that our store issued a refund of $to Ms*** *** account on February 10, 2016. In addition, as a good will gesture, she was provided with a $product discount after the delivery of her re-selected refrigerator. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced We hope that in the future Ms*** will allow us another opportunity to provide her with 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 *** *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Everything was handled promptly thank u to Sears and Revdex.com
Revdex.com:
I have reviewed the response made by Sears in reference to complaint ID ***, and find that this resolution, although not satisfactory to me, is the only resolution I will receive from Sears (thus, the reason for my complaint in the first place)I also wish to add that the "over-sudsing" comment is news to me and has not been stated in the pastI realize that a large company such as Sears can get too large and out of touch with their loyal customersI am quite sure the company is not aware of the number of large appliances I have purchased from them in the past years However, I will no longer be doing business with Sears in the future But I am sure that this will not impact an organization that has spent more time on the phone telling customers that they are wrong Thank you for your time
Sincerely,
Alison ***
September 8, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator First, we
would like to apologize to Ms*** for failing her expectations in regard to her refrigerator repairWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After receiving Ms***’s complaint, we contacted the local service unit to see if her repair appointment could be moved up. Unfortunately, due to the high volume of repairs already scheduled, the appointment could not be changed. A Sears technician emergency ordered parts on August 31, 2016, and returned on September 6, 2016, to complete the repair. While we are unable to replace Ms***’s refrigerator at this time, we have purchased a one-year Master Protection Agreement (MPA) for the refrigerator. The coverage will begin upon the expiration of the one-year manufacturer’s warranty, January 8, 2017, and be in effect until January 8, 2018. The MPA will provide for certain benefits such as food loss, rental reimbursement and a replacement if the refrigerator meets certain criteria. If Ms*** has any further questions regarding the MPA coverage she is welcome to call our Protection Agreement department at (800) 827-6655. With that said, since we have completed the repair to Ms***’s complaint, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist