October 20, Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator and her request
for a replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms***’s Master Protection Agreement (MPA). Based upon the features of Ms***’s current refrigerator, it was determined that $1,would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on October 20, 2016, explaining the replacement process and she received a call from the Kristin Jones with 8409. As stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her. Ms*** will need to provide the telephone number on record, ###-###-####, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 8, With that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:Sears is completely lying and I want the highest level of Revdex.com to contact me at (***) ***No one ever offered an RMA return for the treadmillThis is absolutely falseNo one ever called meNo one ever offered to helpI was in contact with Sears SEVERAL times after moving into this house on August 1stThe date of July 19th for an RMA is not even possibleSears kept stating they were going to solve the issueSears dropped the ball like they did on everything else on this order. I told Sears in e-mail that I'm taking them to court if they don't return this treadmill and fix the damage in the house do the faulty washing machine installI'm not allowing the same people who installed it back in this houseEither this gets resolved next week or we take it to courtIt's that simpleI'm done wasting time. Again, I want someone from the highest level of the Revdex.com like Mary *** to contact me at (*** ***Sears is not going to be allowed to get away with this by making up responses, and then the Revdex.com just takes Sears word on it and not helps meWhat do we have the Revdex.com for if they are just going to side with large corporations who are ripping consumers off?Chris *** - (*** ***
Sincerely,
Chris ***
June 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding the problem she encountered when she attempted to return her purchase after the 30-day return period
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWe made an attempt to contact Ms*** and left a voicemail; we also sent an email with our contact informationAs previously stated, we contacted the store manager and she confirmed that the return policy is posted by the registers and in other locations in the storeMs*** is more than welcomed to revisit the store and any manager will show her the locations of the full return policyWe also mentioned that the full return policy can be reviewed online at Sears.com or any customer can ask an associateMs*** request to return her purchase has been deniedWe respectfully ask to have this matter closed at this time
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
May 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order experience and
non-receipt of assembly for the treadmill It is unfortunate that we failed Mr*** expectations as we value his patronageWe can understand his frustration with the series of events noted in the complaintWe apologize for the delay that occurred, and we can assure that Mr*** concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the order, we showed that Sears Online submitted a request to the assembly team to contact the *** and schedule an appointmentWe followed up with Mrs*** and confirmed that the treadmill was assembled shortly after the complaint was filedAdditionally, we hope that in the future the *** will allow us another opportunity to provide them with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/05/31) */
Contact Name and Title: *** ***
Contact Email: ***@searshc.com
May 31,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms
***
We have completed the investigation of Mr***'s complaint regarding the delay in repair of his push mower
Upon receiving Mr***'s complaint, we escalated his complaint to Riya Heeralal, Service Fulfillment Team Lead who states the following:
I have reviewed Mr***'s information and it appears that the unit has not yet arrived at the repair center
I have therefore authorized a replacement credit of $due to the service delays
Mr*** was contacted and advised of the replacement via voicemailThat being said, because we have provided Mr*** with his requested resolution, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This replacement is of equal value so I have not lost all my moneyUnfortunately I paid for a service plan that I had on the other mower and I am out of that moneySince their service is so bad I most likely wouldn't take the mower back to them againI would like my money for the extended service plan
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me. I had no luck with getting help with my non-operational refrigerator until I contacted my local news channelThe sears corporate office never called meThey sent emails telling me to call the same phone number I called many timesThey would tell me I had to wait for the repairman to come out and try to fix it. Once *** * news in my area contacted Sears then I had a new refrigerator within a week after not having one for several weeksI am very grateful for their help but Sears should take better care of their customersI should never have had to call a local news channel for help.
Sincerely,
Stephanie F*
June 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms* ***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms*** was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms*** purchased the clothing on April 28, 2016, and then attempted to return it on June 9, 2016, she was clearly over the 30-day “hassle-free” return period
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
May 19, 2016*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with our customer service and the amount of the
refund he received for his sears.com order.It is unfortunate that we failed *** *** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Upon receipt of this complaint, we revealed that *** *** was assisted by Executive Member Services in February and at that time he was offered a Shop Your Way Rewards points credit of $to reimburse the tax amount missing from his refund and apologize for his experience *** *** accepted this offer and indicated that it met with his approval We feel that our resolution exceeds what would be considered commensurate to the circumstances of *** *** complaint, and for this reason we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted *** *** comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns. Sincerely, *** *** Regulatory Complaint Specialist*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
#Sears #awful
If you can't stand the heat, stay out of the kitchen: I went to SEARS.com, paid YOU the money, the consumer expects the burden to fall on YOU, not some 6-point-font disclaimer
I won't be using the gift card, not just because of your irrational policy of NOT reimbursing the same electronic gift card I used in the first place, but instead creating more work & expense for yourself, and wasting time with snail mail, by reimbursing me back on a separate card that I still haven't received, a full month after I placed the original order
#awful
May 17,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint regarding the problem he encountered when he attempted to
pihis online order at the Sear Hometown store and the customer service he received
We apologize for the delay in responding to this complaintWe forwarded this matter to the District Manager for Hometown Store *** to research and are currently awaiting his responseWe are committed to providing a fair and equitable resolution and ask that Mr*** allow us ten business days to come to a decisionIn the interim, should Mr*** have any questions, he may contact me directly at ***
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** *** I understand that I will not get a refundYes it is years old but look at how many times it has been in the shopSo I didn't get the full benefits from the productI just will not buy anything else from SearsThey have lost me as a customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr.*** took care of my concerns and provided a replacement of the appliance....his professional concerns and action were completely acceptable to meI would hope that this matter has been resolved and the Revdex.com need not take further actionI will say that the Revdex.com made the difference in my issue, as the hour phone call in my atttempt to solve this problem directly with the company previously did notTHANK YOU FOR THE ASSISTANCE WITH MY CASEand thank you Mr***
February 8,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the performance of his
washer and his request for an exchange
Upon receipt of Mr*** complaint we researched the service order and case notes related to his washerOur records indicate that Mr*** purchased the washer on May 23, and that he called on September 29, to report that the washer does not have enough waterAfter speaking with our tech support line, service was scheduled for a technician to assess the washerOn October 4, our technician reported that the washer was working as designed, and that he provided instructions on cycle selectionMr*** called again on December 27, and contacted our customer solutions teamHe requested to exchange the washer, but his request was denied and he accepted another service appointmentOn January 6, our technician noted that the washer was working, and possible water pressure issueMr*** called again the next day and our technician returned on January 13, Our technician found an error code and performed a calibrationThe repair was completed and the washer tested ok
We would like to note that the Owner’s Manual states that this *** washer is a low-water cleaning washerThe troubleshooting section also notes under “not enough water in washer” states that this is operation for a High Efficiency (HE) low water washerIt also covers “dry spots on load after cycle”, and it states that the high speed combined with air flow during the final spin cycle can cause items near the top of the load to develop dry spots during the final spin; this is normal
As far as Mr*** request for an exchange is concerned, we did not find that this is warranted; particularly since Mr*** purchased the washer on May 23, and did not request an exchange within our day return/exchange periodAs 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, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
July 30,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945*** - Kathy ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding the charge she was assessed for an estimate on her tractor and
her contention that it was not accurate
We would like to clarify that every repair or estimate we provide comes with a 90-day guaranteeIf we verify that we gave an inaccurate diagnosis, then we would certainly be willing to provide a full refundIn Ms***'s case though, we just have her verbal statement that replacing the battery corrected her issue and that there were not any problems with the carburetorWhile we are not doubting that a battery could have helped her issue also, that does not necessarily mean that there was nothing wrong with her carburetorFor the technician to have felt it needed to be replaced, he would have most likely observed some type of wear or buithat indicated it was not functioning as well as it should haveCarburetors are especially susceptible to bad or old gas, and the film this can cause on it can gunk it up and cause it to not function properlyDepending upon the amount of damage, sometimes it can be cleaned rather than replaced
With that said, our records show that as a courtesy, Ms*** was already refunded $of the $she spentThis was not because we agreed that the tractor was misdiagnosed but rather because $is the standard, and maximum, amount this group will provide whenever there is some type of billing disputeIf Ms*** truly feels she is entitled to a full refund, then we are willing to schedule an appointment to have a second technician assess the tractor and the carburetor to determine if there is any problem with itIf there is not, then we could issue her a refund for the remaining amount of $If there is something wrong with it, or if it is found to have recently been replaced, then Ms*** would owe a second trip fee of $plus taxIf she would like to schedule this, she can contact me via email at Dana.***@searshc.com or via phone at 512-***In the interim, since we have already met Ms*** more than halfway based solely on nothing but her word that our technician was incorrect, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsPlease be aware that I will be out of the office from the afternoon of August 7th, and will not be back until August 24th
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: 512-***
Email: Dana.***@searshc.com
July 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94***- Kristen ***
Dear Ms***,
We have completed the investigation of Mrs***'s complaint regarding her dissatisfaction with our customer service and failure
to provide service for her television
It is unfortunate that we failed Mrs***'s expectations when she recently contacted Sears regarding her Protection Agreement and a problem with her televisionWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that having been said, Elizabeth ***, Service Fulfillment Lead for Sears Authorized Services, attempted to reach Mrs*** on June 24th and June 25, 2015, to discuss her concerns and offer to send an authorized local service provider to evaluate her televisionHowever, it does not appear that Mrs*** replied to her messagesGT Electronics of Anchorage, Alaska has also attempted to reach Mrs***Until we have the opportunity to speak with Mrs*** and evaluate her television, we are unable to work toward a resolutionIf Mrs*** still needs assistance, she may contact Elizabeth *** at 407-***, or GT Electronics at 907-*** within fifteen days from the date of this letterWe respectfully ask to have this matter closed, pending Mrs***'s response
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki ***
Regulatory Complaint Specialist
512-***
1-800-*** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Blair Freedman #*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Shop Your Way Reward (SYWR) pointsSears records indicate that Mr
*** was provided with 200,SYWR points on January 21, for keeping a washer that was delivered to his homeAfter the washer was installed it was ultimately replaced with a *** washer and the aforementioned points were removedAs a gesture of good customer service we have added 200,SYWR points to Mr*** accountThat said we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com
July 15, *** ***
*Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the
delivery of a washer he purchased from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that Mr*** did not pay for delivery on his order. However, we would be willing to offer him a credit of $as an apology for his inconvenience. If Mr*** would like to accept this offer, he may contact Regulatory Complaint Specialist *** *** ** *** *** within days from the date of this letter. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed pending Mr*** response, since we have noted his comments and proposed an equitable resolution We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding a
rescheduled repair appointment for her dishwasher It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her dishwasherWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted the local service unit for assistance. Barbara Phillips with *** was able to move the service call to December 23, 2016. On the day of service, the technician examined Ms*** dishwasher and presented an estimate. Our records show that Ms*** declined the estimate and was charged $63.35. With that said, since we have documented Ms*** concerns with the repair process and it is our understanding that she is not pursuing the repair of her dishwasher through Sears Home Services, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
October 20, Nita *** Revdex.com North Wabash Ave., Ste#*** Chicago, IL Re: *** *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her refrigerator and her request
for a replacement First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. After reviewing the notes in our service system, our office authorized a replacement under Ms***’s Master Protection Agreement (MPA). Based upon the features of Ms***’s current refrigerator, it was determined that $1,would provide her with a comparable replacement under her MPA. An email was sent to Ms*** on October 20, 2016, explaining the replacement process and she received a call from the Kristin Jones with 8409. As stated in the email, Ms*** is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist her. Ms*** will need to provide the telephone number on record, ###-###-####, to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new refrigerator and run concurrently with the manufacturer’s warranty for the first year; then provide extended coverage until October 8, With that said, since we are providing Ms*** with an equitable resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:Sears is completely lying and I want the highest level of Revdex.com to contact me at (***) ***No one ever offered an RMA return for the treadmillThis is absolutely falseNo one ever called meNo one ever offered to helpI was in contact with Sears SEVERAL times after moving into this house on August 1stThe date of July 19th for an RMA is not even possibleSears kept stating they were going to solve the issueSears dropped the ball like they did on everything else on this order. I told Sears in e-mail that I'm taking them to court if they don't return this treadmill and fix the damage in the house do the faulty washing machine installI'm not allowing the same people who installed it back in this houseEither this gets resolved next week or we take it to courtIt's that simpleI'm done wasting time. Again, I want someone from the highest level of the Revdex.com like Mary *** to contact me at (*** ***Sears is not going to be allowed to get away with this by making up responses, and then the Revdex.com just takes Sears word on it and not helps meWhat do we have the Revdex.com for if they are just going to side with large corporations who are ripping consumers off?Chris *** - (*** ***
Sincerely,
Chris ***
Complaint: ***
I am rejecting this response because:
Sincerely,
Pierre B***
June 30,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** rebuttal to the response we provided regarding the problem she encountered when she attempted to return her purchase after the 30-day return period
We have Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWe made an attempt to contact Ms*** and left a voicemail; we also sent an email with our contact informationAs previously stated, we contacted the store manager and she confirmed that the return policy is posted by the registers and in other locations in the storeMs*** is more than welcomed to revisit the store and any manager will show her the locations of the full return policyWe also mentioned that the full return policy can be reviewed online at Sears.com or any customer can ask an associateMs*** request to return her purchase has been deniedWe respectfully ask to have this matter closed at this time
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
May 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order experience and
non-receipt of assembly for the treadmill It is unfortunate that we failed Mr*** expectations as we value his patronageWe can understand his frustration with the series of events noted in the complaintWe apologize for the delay that occurred, and we can assure that Mr*** concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the order, we showed that Sears Online submitted a request to the assembly team to contact the *** and schedule an appointmentWe followed up with Mrs*** and confirmed that the treadmill was assembled shortly after the complaint was filedAdditionally, we hope that in the future the *** will allow us another opportunity to provide them with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Initial Business Response /* (1000, 5, 2015/05/31) */
Contact Name and Title: *** ***
Contact Email: ***@searshc.com
May 31,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** - *** ***
Dear Ms
***
We have completed the investigation of Mr***'s complaint regarding the delay in repair of his push mower
Upon receiving Mr***'s complaint, we escalated his complaint to Riya Heeralal, Service Fulfillment Team Lead who states the following:
I have reviewed Mr***'s information and it appears that the unit has not yet arrived at the repair center
I have therefore authorized a replacement credit of $due to the service delays
Mr*** was contacted and advised of the replacement via voicemailThat being said, because we have provided Mr*** with his requested resolution, we respectfully request this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaints Specialist
XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This replacement is of equal value so I have not lost all my moneyUnfortunately I paid for a service plan that I had on the other mower and I am out of that moneySince their service is so bad I most likely wouldn't take the mower back to them againI would like my money for the extended service plan
Revdex.com:
*
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me. I had no luck with getting help with my non-operational refrigerator until I contacted my local news channelThe sears corporate office never called meThey sent emails telling me to call the same phone number I called many timesThey would tell me I had to wait for the repairman to come out and try to fix it. Once *** * news in my area contacted Sears then I had a new refrigerator within a week after not having one for several weeksI am very grateful for their help but Sears should take better care of their customersI should never have had to call a local news channel for help.
Sincerely,
Stephanie F
June 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms* ***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return her purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyThe copy of the receipt that Ms*** was provided clearly states the following: Our Return Policy varies depending upon the item purchasedRestrictions applySee Sears.com, signs posted at registers or an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Ms*** purchased the clothing on April 28, 2016, and then attempted to return it on June 9, 2016, she was clearly over the 30-day “hassle-free” return period
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
May 19, 2016*** ***Revdex.com North Wabash Ave., Ste#2006Chicago, IL 60611*** *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding his dissatisfaction with our customer service and the amount of the
refund he received for his sears.com order.It is unfortunate that we failed *** *** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted Upon receipt of this complaint, we revealed that *** *** was assisted by Executive Member Services in February and at that time he was offered a Shop Your Way Rewards points credit of $to reimburse the tax amount missing from his refund and apologize for his experience *** *** accepted this offer and indicated that it met with his approval We feel that our resolution exceeds what would be considered commensurate to the circumstances of *** *** complaint, and for this reason we can only reiterate that we truly regret any inconvenience he may have experienced We hope that in the future he will allow us the opportunity to provide him with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed since we have noted *** *** comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns. Sincerely, *** *** Regulatory Complaint Specialist*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
#Sears #awful
If you can't stand the heat, stay out of the kitchen: I went to SEARS.com, paid YOU the money, the consumer expects the burden to fall on YOU, not some 6-point-font disclaimer
I won't be using the gift card, not just because of your irrational policy of NOT reimbursing the same electronic gift card I used in the first place, but instead creating more work & expense for yourself, and wasting time with snail mail, by reimbursing me back on a separate card that I still haven't received, a full month after I placed the original order
#awful
May 17,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr*** complaint regarding the problem he encountered when he attempted to
pihis online order at the Sear Hometown store and the customer service he received
We apologize for the delay in responding to this complaintWe forwarded this matter to the District Manager for Hometown Store *** to research and are currently awaiting his responseWe are committed to providing a fair and equitable resolution and ask that Mr*** allow us ten business days to come to a decisionIn the interim, should Mr*** have any questions, he may contact me directly at ***
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** *** I understand that I will not get a refundYes it is years old but look at how many times it has been in the shopSo I didn't get the full benefits from the productI just will not buy anything else from SearsThey have lost me as a customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr.*** took care of my concerns and provided a replacement of the appliance....his professional concerns and action were completely acceptable to meI would hope that this matter has been resolved and the Revdex.com need not take further actionI will say that the Revdex.com made the difference in my issue, as the hour phone call in my atttempt to solve this problem directly with the company previously did notTHANK YOU FOR THE ASSISTANCE WITH MY CASEand thank you Mr***
February 8,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the performance of his
washer and his request for an exchange
Upon receipt of Mr*** complaint we researched the service order and case notes related to his washerOur records indicate that Mr*** purchased the washer on May 23, and that he called on September 29, to report that the washer does not have enough waterAfter speaking with our tech support line, service was scheduled for a technician to assess the washerOn October 4, our technician reported that the washer was working as designed, and that he provided instructions on cycle selectionMr*** called again on December 27, and contacted our customer solutions teamHe requested to exchange the washer, but his request was denied and he accepted another service appointmentOn January 6, our technician noted that the washer was working, and possible water pressure issueMr*** called again the next day and our technician returned on January 13, Our technician found an error code and performed a calibrationThe repair was completed and the washer tested ok
We would like to note that the Owner’s Manual states that this *** washer is a low-water cleaning washerThe troubleshooting section also notes under “not enough water in washer” states that this is operation for a High Efficiency (HE) low water washerIt also covers “dry spots on load after cycle”, and it states that the high speed combined with air flow during the final spin cycle can cause items near the top of the load to develop dry spots during the final spin; this is normal
As far as Mr*** request for an exchange is concerned, we did not find that this is warranted; particularly since Mr*** purchased the washer on May 23, and did not request an exchange within our day return/exchange periodAs 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, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
July 30,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #945*** - Kathy ***
Dear Ms***:
We have completed the investigation of Ms***'s complaint regarding the charge she was assessed for an estimate on her tractor and
her contention that it was not accurate
We would like to clarify that every repair or estimate we provide comes with a 90-day guaranteeIf we verify that we gave an inaccurate diagnosis, then we would certainly be willing to provide a full refundIn Ms***'s case though, we just have her verbal statement that replacing the battery corrected her issue and that there were not any problems with the carburetorWhile we are not doubting that a battery could have helped her issue also, that does not necessarily mean that there was nothing wrong with her carburetorFor the technician to have felt it needed to be replaced, he would have most likely observed some type of wear or buithat indicated it was not functioning as well as it should haveCarburetors are especially susceptible to bad or old gas, and the film this can cause on it can gunk it up and cause it to not function properlyDepending upon the amount of damage, sometimes it can be cleaned rather than replaced
With that said, our records show that as a courtesy, Ms*** was already refunded $of the $she spentThis was not because we agreed that the tractor was misdiagnosed but rather because $is the standard, and maximum, amount this group will provide whenever there is some type of billing disputeIf Ms*** truly feels she is entitled to a full refund, then we are willing to schedule an appointment to have a second technician assess the tractor and the carburetor to determine if there is any problem with itIf there is not, then we could issue her a refund for the remaining amount of $If there is something wrong with it, or if it is found to have recently been replaced, then Ms*** would owe a second trip fee of $plus taxIf she would like to schedule this, she can contact me via email at Dana.***@searshc.com or via phone at 512-***In the interim, since we have already met Ms*** more than halfway based solely on nothing but her word that our technician was incorrect, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsPlease be aware that I will be out of the office from the afternoon of August 7th, and will not be back until August 24th
Sincerely,
Dana ***
Team Manager, Regulatory Complaints
Direct Line: 512-***
Email: Dana.***@searshc.com
July 1,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: #94***- Kristen ***
Dear Ms***,
We have completed the investigation of Mrs***'s complaint regarding her dissatisfaction with our customer service and failure
to provide service for her television
It is unfortunate that we failed Mrs***'s expectations when she recently contacted Sears regarding her Protection Agreement and a problem with her televisionWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedWith that having been said, Elizabeth ***, Service Fulfillment Lead for Sears Authorized Services, attempted to reach Mrs*** on June 24th and June 25, 2015, to discuss her concerns and offer to send an authorized local service provider to evaluate her televisionHowever, it does not appear that Mrs*** replied to her messagesGT Electronics of Anchorage, Alaska has also attempted to reach Mrs***Until we have the opportunity to speak with Mrs*** and evaluate her television, we are unable to work toward a resolutionIf Mrs*** still needs assistance, she may contact Elizabeth *** at 407-***, or GT Electronics at 907-*** within fifteen days from the date of this letterWe respectfully ask to have this matter closed, pending Mrs***'s response
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Nicki ***
Regulatory Complaint Specialist
512-***
1-800-*** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Blair Freedman #*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding Shop Your Way Reward (SYWR) pointsSears records indicate that Mr
*** was provided with 200,SYWR points on January 21, for keeping a washer that was delivered to his homeAfter the washer was installed it was ultimately replaced with a *** washer and the aforementioned points were removedAs a gesture of good customer service we have added 200,SYWR points to Mr*** accountThat said we have closed our file We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com
July 15, *** ***
*Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with the
delivery of a washer he purchased from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Our records show that Mr*** did not pay for delivery on his order. However, we would be willing to offer him a credit of $as an apology for his inconvenience. If Mr*** would like to accept this offer, he may contact Regulatory Complaint Specialist *** *** ** *** *** within days from the date of this letter. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed pending Mr*** response, since we have noted his comments and proposed an equitable resolution We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding a
rescheduled repair appointment for her dishwasher It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her dishwasherWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted the local service unit for assistance. Barbara Phillips with *** was able to move the service call to December 23, 2016. On the day of service, the technician examined Ms*** dishwasher and presented an estimate. Our records show that Ms*** declined the estimate and was charged $63.35. With that said, since we have documented Ms*** concerns with the repair process and it is our understanding that she is not pursuing the repair of her dishwasher through Sears Home Services, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist