Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding Sears Home Services and repairs to his laundry centerMelony ***, Sears Home Services, Support Specialist provided the following response: In looking back on the completed service to Mr [redacted] ’s laundry center we found that on August 16, a technician stated that he found a bad thermal limiter and replaced itWe were out to the home again on September 20, and installed another thermal limiterIt is important to note that the thermal limiter is a fuse with a limit of degrees FahrenheitIt is manufactured for both gas and electric clothes dryersOnce the internal temperature of the dryer reaches degrees, the heating element cuts off and the dryer will not dry clothes as designedThis will typically happen when a dryer is unable to properly vent the exhaust out via the home venting systemWe mention this because today while at the home, our technician identified that Mr [redacted] ’s venting has an issue in the wall that needs to be correctedThe tech used an airflow meter on the unit and stated that the dryer will continue to blow the fuse if the venting issue is not correctedThe tech will take a video of him using the air flow meter and he will send it to his tech managerWe recommend that Mr [redacted] have his venting issue addressed so that the dryer can properly function to dry his clothesSince we have identified an issue with Mr [redacted] ’s home venting, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her online order and her request to have the merchandise redelivered As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MsWilliams placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn [redacted] case, the order was fulfilled by [redacted] with telephone number ( [redacted] and email address of [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in her order, we show that Sears Online made the decision to issue a full refund of $back to her [redacted] account ending in ***This credit should post to her account within to business daysIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations and can understand his frustration with the series of events noted in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we have decided to process an electronic return labelMr [redacted] may use this [redacted] label to return the merchandise and once the item is received back at Sears’ warehouse then I will issue a refund accordinglyShould Mr [redacted] have any questions, he may contact me via email at [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Lydia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding her refrigerator performance We have reviewed Ms***’ service history and our records show that her refrigerator was replaced on 8/28/under salescheck# We apologize for the poor customer service that Ms [redacted] received when calling in for repair and we are working to improve our service We have forwarded Ms***’ concerns to management so that issues such as these do not occur again in the future That being said, because we have addressed Ms***’ complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist ***-***- [redacted] Erica[redacted] @searshc.com
June 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 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 policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policyIt is not the associate’s job to anticipate questions that someone might have Since Ms [redacted] purchased the bra on April 26, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return periodRegrettably, 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 since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms [redacted] , 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 [redacted] request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint regarding Sears Home Services and repairs to her refrigerator *** ***, Sears Home Services, District Service Manager provided the following response: I have reviewed Ms [redacted] 's complaint and her request for a refund for the trip/diagnostic trip charge as well as food lossMs [redacted] asks to be reimbursed for her service fees, as noted by Ms [redacted] in her complaint, our technician did his job perfectly in diagnosing the problem and ordering the parts needed for the repairSo, there would be no justification for reimbursing the fees for those servicesAdditionally, Ms [redacted] asks to be compensated for food lossIt is important to note that food loss reimbursement is a benefit for consumers whose appliances are covered by a Sears Protection AgreementMs [redacted] does not coverage on her refrigerator and her manufacturer's warranty expired on August 30, 2014, therefore she is not entitled to food loss reimbursementOur records indicate that a technician completed repairs to Ms [redacted] 's refrigerator on October 16, 2015, when he installed a new compressor and drier assemblyAt this time, since we have noted our response to Ms [redacted] 's complaint, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Linda W [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Sears has agreed to replace the dishwasherI have not got the new dishwasher yet, so if I don't receive it, I will contact againThank you for your help in this matter!
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her dryer repair It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit to try to expedite the repair Although they contacted our Routing department for sooner service, a technician could not return to Ms [redacted] home until January 24, On the day of service, the technician determined that the control board should be replaced The part was ordered and the technician returned on January 31, 2017, to install the part; completing the repair With that said, since we have documented Ms [redacted] concerns with the repair process and we have completed the repair to her dryer, albeit later than expected, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
January 7, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent order We are unsure as to why the coupon in question did not apply to Ms [redacted] orderHowever, we appreciate her patronage and we have issued a credit for $to her accountThis credit should reflect within 3-business daysIn light of the aforementioned information, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Christina [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding her refrigerator It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears with her concerns with her refrigerator We value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded Ms [redacted] concerns to the appropriate management team for further review Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance After reviewing Ms [redacted] concerns, the Technical Manager agreed to send a technician to her home to examine the refrigerator at no charge On October 28, 2016, the technician diagnosed Ms [redacted] refrigerator as having a failed compressor He ordered the part and installed it on November 9, The part and labor were covered under Ms [redacted] exceptional parts warranty, so she was not charged for the repair With that said, since we have completed the repair to Ms [redacted] at no cost, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa Lando Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, John P [redacted]
December 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Jacinda [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’ complaint regarding her recent online order experience and her request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] ’ case, the order was fulfilled by Happydeal-located at Salt Lake Avenue, City of Industry CA 91745, Email: cherry [redacted] @gmail.com and telephone number (818) 851-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] ’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein Placing an Order Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace itemsThird-party/Marketplace sellers' shipping and delivery policies may differ from those offered by SearsWhen ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policiesSears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace sellerYou agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issuesAs payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that a refund had been issued for the watch and Sears Online issued 10,base Shop Your Way Rewards points ($value) into Ms [redacted] ’ Shop Your Way accountFinally, the seller advised that they would be updating Ms [redacted] with the correct tracking information for the remaining ordersIn closure, since a refund has been issued for the watch, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding the service and replacement process under her Sears Whole Home Warranty We would first like to point out that [redacted] Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms [redacted] contract Upon receipt of Ms [redacted] complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service planIt is our understanding that the cooktop replacement was accepted by Ms [redacted] with delivery estimated for September 29, We also understand that a claim credit for the gas line repairs was approved and a check for $and mailed to Ms [redacted] on September 28, If Ms [redacted] is still in need of assistance or has any questions regarding the delivery she will need to contact her case manager with [redacted] , [redacted] , directly at [redacted] As this resolution was acceptable to Ms [redacted] we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Unacceptable, the bank account is closedThe debit card is inactiveA refund can be issued immediatelyI demand that is soAddress the check to Ayiesha [redacted] forthwith Sincere Regards, Ayiesha ***
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding her Sears.com order We have reviewed both sears.com’s response and Ms [redacted] rebuttal, and we do not find that Ms [redacted] has brought any new information to her complaint While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for any missing items until she has provided specific information about which items were missing from the packages she did receive In reference to Ms [redacted] suggestion that our associates were unable to understand her request, or the English language, we can only assure her that while English may not be the first language of some of our associates, all Sears online associates must pass tests to confirm that they are fully capable of understanding our customers and resolving every issue that may arise with any online order We would also again like to mention that our records show that Ms [redacted] contacted our online team only once and did not complete that call or try to call again to speak with a different online agentMs [redacted] may contact our online team again by telephone or email or she may reply directly to the Revdex.com with more specific information about the items missing from her order if she is still seeking a refund for them Unfortunately, we are unable to further assist Ms [redacted] with this issue until we have received the requested information We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
March 17, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Ike Ezem Dear MsVirghes: We have completed the investigation of MrEzem’s complaint regarding the problems he encountered when he attempted to return a microwave that he purchased online to an outlet store Firstly we would like to apologize for the inconvenience and disappointment that MrEzem may have experiencedWe reviewed his online order and our records indicate that on March 4, the outlet store processed the return and a credit of $was issued to his credit card ending in With that being said, since we have provided MrEzem with his requested resolution, we have closed our case We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) October 26, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: Revdex.com File No: 94563834/ John [redacted] Via: Revdex.com Website Dear Ms [redacted] , This letter serves you to update you in regards to Mr [redacted] s concerns regarding the reimbursement issuesWe have made a proposition and waiting on a response from Mrs [redacted] as to how she would like to precedeI will update you accordingly Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-222-extension 5415, or via email at Melissa[redacted] @searshomepro.com Sincerely, Melissa [redacted] SHIP/HI Regulatory Complaint Specialist cc: John [redacted]
September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Don [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with the problems he encountered with the installation of the range and the delay of his refund for the cancelled order Lauren [redacted] , Store Manager for Store 1056, provided the following response on September 18, 2015: We spoke with Customer Solutions, Installation and Mr [redacted] There was confusion as to what was cancelledWe have issued a refund to the member for the merchandise and the installMr [redacted] is satisfied with the way it was handledThe refund was issued on salescheck# for a total of $1, With that being said, since we have provided Mr [redacted] with his desired resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
I will accept this closureHowever I will not submit another order when there is no offer of matching price to black friday salesThe offer of $will still bring cost above offer of [redacted] I will not purchase thru Sears again Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s complaint regarding Sears Home Services and repairs to his laundry centerMelony ***, Sears Home Services, Support Specialist provided the following response: In looking back on the completed service to Mr [redacted] ’s laundry center we found that on August 16, a technician stated that he found a bad thermal limiter and replaced itWe were out to the home again on September 20, and installed another thermal limiterIt is important to note that the thermal limiter is a fuse with a limit of degrees FahrenheitIt is manufactured for both gas and electric clothes dryersOnce the internal temperature of the dryer reaches degrees, the heating element cuts off and the dryer will not dry clothes as designedThis will typically happen when a dryer is unable to properly vent the exhaust out via the home venting systemWe mention this because today while at the home, our technician identified that Mr [redacted] ’s venting has an issue in the wall that needs to be correctedThe tech used an airflow meter on the unit and stated that the dryer will continue to blow the fuse if the venting issue is not correctedThe tech will take a video of him using the air flow meter and he will send it to his tech managerWe recommend that Mr [redacted] have his venting issue addressed so that the dryer can properly function to dry his clothesSince we have identified an issue with Mr [redacted] ’s home venting, we ask that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
May 20, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding her online order and her request to have the merchandise redelivered As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MsWilliams placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn [redacted] case, the order was fulfilled by [redacted] with telephone number ( [redacted] and email address of [redacted] We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITEReturns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in her order, we show that Sears Online made the decision to issue a full refund of $back to her [redacted] account ending in ***This credit should post to her account within to business daysIn closure, since a full refund has been provided, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 19, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his recent online order experience and request for a refund It is unfortunate that we failed Mr [redacted] expectations and can understand his frustration with the series of events noted in his complaintWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we have decided to process an electronic return labelMr [redacted] may use this [redacted] label to return the merchandise and once the item is received back at Sears’ warehouse then I will issue a refund accordinglyShould Mr [redacted] have any questions, he may contact me via email at [redacted] Additionally, we hope that in the future Mr [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 9, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Lydia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms***’ complaint regarding her refrigerator performance We have reviewed Ms***’ service history and our records show that her refrigerator was replaced on 8/28/under salescheck# We apologize for the poor customer service that Ms [redacted] received when calling in for repair and we are working to improve our service We have forwarded Ms***’ concerns to management so that issues such as these do not occur again in the future That being said, because we have addressed Ms***’ complaint, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Erica [redacted] Regulatory Complaints Specialist ***-***- [redacted] Erica[redacted] @searshc.com
June 8, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 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 policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask 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...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policyIt is not the associate’s job to anticipate questions that someone might have Since Ms [redacted] purchased the bra on April 26, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return periodRegrettably, 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 since it can always be difficult to sell items well past the season they were offered and Sears is no differentIf we made an exception for Ms [redacted] , 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 [redacted] request Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] # [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] 's complaint regarding Sears Home Services and repairs to her refrigerator *** ***, Sears Home Services, District Service Manager provided the following response: I have reviewed Ms [redacted] 's complaint and her request for a refund for the trip/diagnostic trip charge as well as food lossMs [redacted] asks to be reimbursed for her service fees, as noted by Ms [redacted] in her complaint, our technician did his job perfectly in diagnosing the problem and ordering the parts needed for the repairSo, there would be no justification for reimbursing the fees for those servicesAdditionally, Ms [redacted] asks to be compensated for food lossIt is important to note that food loss reimbursement is a benefit for consumers whose appliances are covered by a Sears Protection AgreementMs [redacted] does not coverage on her refrigerator and her manufacturer's warranty expired on August 30, 2014, therefore she is not entitled to food loss reimbursementOur records indicate that a technician completed repairs to Ms [redacted] 's refrigerator on October 16, 2015, when he installed a new compressor and drier assemblyAt this time, since we have noted our response to Ms [redacted] 's complaint, we ask that this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation ***[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Linda W [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.) Sears has agreed to replace the dishwasherI have not got the new dishwasher yet, so if I don't receive it, I will contact againThank you for your help in this matter!
February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding her dryer repair It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears Home Services to repair her dryerWe value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly We sincerely apologize for any inconvenience we may have caused Ms [redacted] Upon receiving Ms [redacted] complaint, we contacted the local service unit to try to expedite the repair Although they contacted our Routing department for sooner service, a technician could not return to Ms [redacted] home until January 24, On the day of service, the technician determined that the control board should be replaced The part was ordered and the technician returned on January 31, 2017, to install the part; completing the repair With that said, since we have documented Ms [redacted] concerns with the repair process and we have completed the repair to her dryer, albeit later than expected, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
January 7, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent order We are unsure as to why the coupon in question did not apply to Ms [redacted] orderHowever, we appreciate her patronage and we have issued a credit for $to her accountThis credit should reflect within 3-business daysIn light of the aforementioned information, we have closed our fileWe apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here
November 10, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Christina [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding her refrigerator It is unfortunate that we failed Ms [redacted] expectations when she recently contacted Sears with her concerns with her refrigerator We value Ms [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms [redacted] that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network We do not take these matters lightly and we have forwarded Ms [redacted] concerns to the appropriate management team for further review Upon receiving Ms [redacted] complaint, we contacted the local service unit for assistance After reviewing Ms [redacted] concerns, the Technical Manager agreed to send a technician to her home to examine the refrigerator at no charge On October 28, 2016, the technician diagnosed Ms [redacted] refrigerator as having a failed compressor He ordered the part and installed it on November 9, The part and labor were covered under Ms [redacted] exceptional parts warranty, so she was not charged for the repair With that said, since we have completed the repair to Ms [redacted] at no cost, we ask that this matter be closed We apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa Lando Regulatory Complaints Specialist
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, John P [redacted]
December 29, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] – Jacinda [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’ complaint regarding her recent online order experience and her request for a refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Ms [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms [redacted] ’ case, the order was fulfilled by Happydeal-located at Salt Lake Avenue, City of Industry CA 91745, Email: cherry [redacted] @gmail.com and telephone number (818) 851-We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms [redacted] ’ records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein Placing an Order Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace itemsThird-party/Marketplace sellers' shipping and delivery policies may differ from those offered by SearsWhen ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policiesSears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace sellerYou agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issuesAs payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that a refund had been issued for the watch and Sears Online issued 10,base Shop Your Way Rewards points ($value) into Ms [redacted] ’ Shop Your Way accountFinally, the seller advised that they would be updating Ms [redacted] with the correct tracking information for the remaining ordersIn closure, since a refund has been issued for the watch, we have closed our file We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding the service and replacement process under her Sears Whole Home Warranty We would first like to point out that [redacted] Services is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms [redacted] contract Upon receipt of Ms [redacted] complaint we reached out to [redacted] who is the administrator of the Sears Home Warranty service planIt is our understanding that the cooktop replacement was accepted by Ms [redacted] with delivery estimated for September 29, We also understand that a claim credit for the gas line repairs was approved and a check for $and mailed to Ms [redacted] on September 28, If Ms [redacted] is still in need of assistance or has any questions regarding the delivery she will need to contact her case manager with [redacted] , [redacted] , directly at [redacted] As this resolution was acceptable to Ms [redacted] we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because: Unacceptable, the bank account is closedThe debit card is inactiveA refund can be issued immediatelyI demand that is soAddress the check to Ayiesha [redacted] forthwith Sincere Regards, Ayiesha ***
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding her Sears.com order We have reviewed both sears.com’s response and Ms [redacted] rebuttal, and we do not find that Ms [redacted] has brought any new information to her complaint While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for any missing items until she has provided specific information about which items were missing from the packages she did receive In reference to Ms [redacted] suggestion that our associates were unable to understand her request, or the English language, we can only assure her that while English may not be the first language of some of our associates, all Sears online associates must pass tests to confirm that they are fully capable of understanding our customers and resolving every issue that may arise with any online order We would also again like to mention that our records show that Ms [redacted] contacted our online team only once and did not complete that call or try to call again to speak with a different online agentMs [redacted] may contact our online team again by telephone or email or she may reply directly to the Revdex.com with more specific information about the items missing from her order if she is still seeking a refund for them Unfortunately, we are unable to further assist Ms [redacted] with this issue until we have received the requested information We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist [redacted] ***
March 17, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Ike Ezem Dear MsVirghes: We have completed the investigation of MrEzem’s complaint regarding the problems he encountered when he attempted to return a microwave that he purchased online to an outlet store Firstly we would like to apologize for the inconvenience and disappointment that MrEzem may have experiencedWe reviewed his online order and our records indicate that on March 4, the outlet store processed the return and a credit of $was issued to his credit card ending in With that being said, since we have provided MrEzem with his requested resolution, we have closed our case We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.) October 26, Revdex.com Attn: Nita [redacted] North Wabash Ave., Ste Chicago, IL Our File No: Revdex.com File No: 94563834/ John [redacted] Via: Revdex.com Website Dear Ms [redacted] , This letter serves you to update you in regards to Mr [redacted] s concerns regarding the reimbursement issuesWe have made a proposition and waiting on a response from Mrs [redacted] as to how she would like to precedeI will update you accordingly Thank you for your time, effort and patience during the investigation processIf you have any questions or concerns, please contact me directly at 800-222-extension 5415, or via email at Melissa[redacted] @searshomepro.com Sincerely, Melissa [redacted] SHIP/HI Regulatory Complaint Specialist cc: John [redacted]
September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Don [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with the problems he encountered with the installation of the range and the delay of his refund for the cancelled order Lauren [redacted] , Store Manager for Store 1056, provided the following response on September 18, 2015: We spoke with Customer Solutions, Installation and Mr [redacted] There was confusion as to what was cancelledWe have issued a refund to the member for the merchandise and the installMr [redacted] is satisfied with the way it was handledThe refund was issued on salescheck# for a total of $1, With that being said, since we have provided Mr [redacted] with his desired resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
I will accept this closureHowever I will not submit another order when there is no offer of matching price to black friday salesThe offer of $will still bring cost above offer of [redacted] I will not purchase thru Sears again Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***