November 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Mitchell [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the charges he was incurred for an in-home visit to assess his refrigerator As clarification, when a customer calls or contacts us online for service on an item that is not covered under a warranty, we inform them of the minimum charge applicable in their area and that it is non-refundableThat script indicates that our minimum charge (of $99) includes product inspection and an estimate of labor and part costsWe note that other costs will only apply once the estimate has been approvedIf the repair is completed, this fee is covered by the repair costIf the consumer declines the estimate, they will be responsible for the above chargeFurthermore, Sears does have a day satisfaction guarantee and Mr [redacted] did not contact Sears for a second opinion Since Mr [redacted] mentioned in his complaint that another service provider repaired the refrigerator, and it was not related to the compressor, we requested a copy of the service invoiceMr [redacted] provided a copy of the invoice which indicated that a relay was the issueFor customer satisfaction, we issued Mr [redacted] a refund of $for our diagnostic feeMr [redacted] should receive the refund in the form of a bank check with – weeksWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, 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
March 21, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] * Charnetta H [redacted] Dear [redacted] We have completed the investigation of MsH [redacted] complaint regarding her washer/dryer combo unitUpon investigation of MsH [redacted] complaint, we found that she had been speaking with Customer Solutions and was initially told that she would receive a replacementHowever, we could not find that this was communicated to MsH [redacted] Accordingly, we contacted her on March 17, 2018, and offered to replace her Washer/Dryer combo unit; she is currently scheduled for delivery on March 23, Should MsH [redacted] have any additional questions or concerns prior to March 23, 2018, she can contact me at [redacted] or via email at Robert.Z [redacted] With that said, since we are waiting to follow up with MsH [redacted] after her completed deliveryWe have closed our file We apologize to MsH [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Robert Z***REGULATORY SPECIALIST, Regulatory Complaints Tell us why here
October 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] [redacted] Dear MsVirghes: [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding the multiple repairs of her refrigerator We have received Ms [redacted] rebuttal and would like to note that her refrigerator was repaired on 10/05/and is working as designed per our technician While we understand that Ms [redacted] would like a replacement, she does not currently qualify under the terms of her manufacturer’s warranty Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Ms [redacted] case we do apologize that we failed her expectations, but we feel that repairing the refrigerator is relative to the circumstances and our decision is final 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, [redacted] Regulatory Complaints Specialist [redacted]
[redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator.Sears has processed the in warranty exchange of Ms [redacted] refrigeratorThe new [redacted] unit has been ordered and is scheduled to be delivered to her home on March 2, At this time, since we have noted the actions taken to resolve Ms [redacted] concerns, we ask that 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, [redacted] Regulatory Claims SpecialistSears Holdings Corporation [redacted] Tell us why here
(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!
[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]
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
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
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
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]
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
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]
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]
[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
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Nilpa [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Outlet Stores and his refrigerator Les [redacted] , General Manager of the Sears Outlet in Tucker provided the following response: I have spoken to Mr [redacted] and after partnering with Chad [redacted] our District Manager, we have offered Mr [redacted] a $adjustment for his refrigeratorMr [redacted] has accepted the concession that said a credit in the amount of $has been credited to his Sears credit cardWe apologize to Mr [redacted] and appreciate his shopping with Sears OutletSince we have provided the aforementioned credit to Mr [redacted] we ask that this complaint be closed We apologize to Mr [redacted] nd appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
April 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to [redacted] for failing his expectations when he contacted Sears Home Services to repair his refrigerator We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted] Upon researching the terms of [redacted] manufacturer’s warranty, we confirmed that for five years the defective sealed refrigerant system will be repaired at no cost and for ten years, the compressor will be replaced at no charge Therefore, [redacted] should not have been billed for the repair to his refrigeratorAccordingly, we contacted our Billing Department to request that the outstanding bill of $be cleared from our systemSenior Claims Recovery Clerk [redacted] responded on April 6, 2016, that the invoice was removed from our billing system; [redacted] should no longer receive any further bills dated after April 6th Furthermore, we do not report these billing issues to the credit agencies, so [redacted] rating would not be adversely affected by this oversight With that said, since we have corrected this billing error and zeroed out [redacted] invoice, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:I am so tired of hearing "Ms [redacted] has not met the required service repair/replacement calls"Sears is just trying to get out of the Truth, that this Refrigerator is JUNK! So we will see what the Service Repair Techdoes, etc., on the 20THMeanwhile my food goes bad in the unit!! Sincerely, [redacted] ***
(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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, during the replacement process of his treadmill It is unfortunate that we failed Mr [redacted] expectations with the recent replacement process for his parent’s treadmillWe value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the replacement caused him any inconvenienceWe respectfully ask that this matter be closed, since we have delivered and installed the treadmill and noted Mr [redacted] candid feedback Again, we apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service for her damaged refrigerator door We do show that a door has been ordered for Ms [redacted] refrigerator but will not be available until February Ms [redacted] has been provided with my direct contact information and we will monitor the parts and service but to the time involved we request that this complaint be closedMs [redacted] can always rebuttal if she needs to 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]
November 14, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Mitchell [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding the charges he was incurred for an in-home visit to assess his refrigerator As clarification, when a customer calls or contacts us online for service on an item that is not covered under a warranty, we inform them of the minimum charge applicable in their area and that it is non-refundableThat script indicates that our minimum charge (of $99) includes product inspection and an estimate of labor and part costsWe note that other costs will only apply once the estimate has been approvedIf the repair is completed, this fee is covered by the repair costIf the consumer declines the estimate, they will be responsible for the above chargeFurthermore, Sears does have a day satisfaction guarantee and Mr [redacted] did not contact Sears for a second opinion Since Mr [redacted] mentioned in his complaint that another service provider repaired the refrigerator, and it was not related to the compressor, we requested a copy of the service invoiceMr [redacted] provided a copy of the invoice which indicated that a relay was the issueFor customer satisfaction, we issued Mr [redacted] a refund of $for our diagnostic feeMr [redacted] should receive the refund in the form of a bank check with – weeksWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, 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
March 21, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] * Charnetta H [redacted] Dear [redacted] We have completed the investigation of MsH [redacted] complaint regarding her washer/dryer combo unitUpon investigation of MsH [redacted] complaint, we found that she had been speaking with Customer Solutions and was initially told that she would receive a replacementHowever, we could not find that this was communicated to MsH [redacted] Accordingly, we contacted her on March 17, 2018, and offered to replace her Washer/Dryer combo unit; she is currently scheduled for delivery on March 23, Should MsH [redacted] have any additional questions or concerns prior to March 23, 2018, she can contact me at [redacted] or via email at Robert.Z [redacted] With that said, since we are waiting to follow up with MsH [redacted] after her completed deliveryWe have closed our file We apologize to MsH [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Robert Z***REGULATORY SPECIALIST, Regulatory Complaints Tell us why here
October 14, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] [redacted] Dear MsVirghes: [redacted] We have completed the investigation of Ms [redacted] rebuttal regarding the multiple repairs of her refrigerator We have received Ms [redacted] rebuttal and would like to note that her refrigerator was repaired on 10/05/and is working as designed per our technician While we understand that Ms [redacted] would like a replacement, she does not currently qualify under the terms of her manufacturer’s warranty Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Ms [redacted] case we do apologize that we failed her expectations, but we feel that repairing the refrigerator is relative to the circumstances and our decision is final 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, [redacted] Regulatory Complaints Specialist [redacted]
[redacted] Revdex.comNorth Wabash Ave, Ste#2006Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator.Sears has processed the in warranty exchange of Ms [redacted] refrigeratorThe new [redacted] unit has been ordered and is scheduled to be delivered to her home on March 2, At this time, since we have noted the actions taken to resolve Ms [redacted] concerns, we ask that 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, [redacted] Regulatory Claims SpecialistSears Holdings Corporation [redacted] Tell us why here
(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!
[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]
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
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
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
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]
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
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]
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]
[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
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Nilpa [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Outlet Stores and his refrigerator Les [redacted] , General Manager of the Sears Outlet in Tucker provided the following response: I have spoken to Mr [redacted] and after partnering with Chad [redacted] our District Manager, we have offered Mr [redacted] a $adjustment for his refrigeratorMr [redacted] has accepted the concession that said a credit in the amount of $has been credited to his Sears credit cardWe apologize to Mr [redacted] and appreciate his shopping with Sears OutletSince we have provided the aforementioned credit to Mr [redacted] we ask that this complaint be closed We apologize to Mr [redacted] nd appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
April 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to [redacted] for failing his expectations when he contacted Sears Home Services to repair his refrigerator We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted] Upon researching the terms of [redacted] manufacturer’s warranty, we confirmed that for five years the defective sealed refrigerant system will be repaired at no cost and for ten years, the compressor will be replaced at no charge Therefore, [redacted] should not have been billed for the repair to his refrigeratorAccordingly, we contacted our Billing Department to request that the outstanding bill of $be cleared from our systemSenior Claims Recovery Clerk [redacted] responded on April 6, 2016, that the invoice was removed from our billing system; [redacted] should no longer receive any further bills dated after April 6th Furthermore, we do not report these billing issues to the credit agencies, so [redacted] rating would not be adversely affected by this oversight With that said, since we have corrected this billing error and zeroed out [redacted] invoice, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because:I am so tired of hearing "Ms [redacted] has not met the required service repair/replacement calls"Sears is just trying to get out of the Truth, that this Refrigerator is JUNK! So we will see what the Service Repair Techdoes, etc., on the 20THMeanwhile my food goes bad in the unit!! Sincerely, [redacted] ***
(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]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, during the replacement process of his treadmill It is unfortunate that we failed Mr [redacted] expectations with the recent replacement process for his parent’s treadmillWe value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the replacement caused him any inconvenienceWe respectfully ask that this matter be closed, since we have delivered and installed the treadmill and noted Mr [redacted] candid feedback Again, we apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service for her damaged refrigerator door We do show that a door has been ordered for Ms [redacted] refrigerator but will not be available until February Ms [redacted] has been provided with my direct contact information and we will monitor the parts and service but to the time involved we request that this complaint be closedMs [redacted] can always rebuttal if she needs to 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]