November 9, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** ** *** * * *** *** ***We have
completed our investigation *** *** complaint regarding his
dissatisfaction with Sears Home
Services.First,
we would like to apologize to *** *** for failing his expectations in regard
to the repair of his refrigeratorAdditionally,
we would like to assure *** *** that we appreciate his 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 appreciate the opportunity to address the
customer service issues outlined within *** *** complaint, so that future
problems can be averted. On November 6, 2015, *** *** was authorized an exchange under his exceptional parts warranty. *** *** reselected that same day and is expecting delivery on November 17,
2015. While we ae unable to compensate *** *** for his frustrating experience, we have processed a $gift card as
a conciliatory gestureThe request was submitted on November 9, 2015, so *** *** should receive it in the mail within the next two to three weeksWith
that said, since an exchange has been processed for *** *** and we have documented
his concerns with the repair process, we ask to have this matter closed.Again,
we apologize to *** *** and we appreciate the opportunity to address this
matterSincerely,*** *** *** ***
November 30, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Judy *** - # *** Dear Ms***: We have completed our investigation of Ms*** complaint regarding her
washer and her request for a replacement It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her washerWe 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 forwarded the matter to the District Service Manager to review Upon reviewing Ms*** complaint, the District Service Manager authorized a replacement washer under Ms*** Master Protection Agreement (MPA). Our records show that Ms*** selected a new washer on November 25, 2016, and the unit was delivered on November 30, 2016. Additionally, the remaining MPA coverage has transferred to the new washer and expires on September 4, 2020. Since we are providing Ms*** with her requested replacement, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: The payment that Sears states occurred on August 9, was impossible as they do not have a credit card to processI received the same response on my own inquiry and Sears stated it was on my *** card and gave me the last four numbers and that isn't a card that I have in my possession nor have I given them any credit card information for this to have even been an optionThis is again another attempt to provide fraudulent communication in an effort to not credit me correctly
Sincerely,
Kelli H***
September 15,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #- Christopher ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with our customer
service and failure to return Shop Your Way Rewards (SYWR) points to his account
It is unfortunate that we failed Mr***'s expectations when he recently placed an order using sears.comWe value his patronage and can understand his frustration with the events he detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for reviewAs a result of this action, we revealed that Mr*** redeemed 34,points on August 4, 2015, and 16,points were returned to his account on August 28, 2015, after he returned his orderWe were unable to return the remaining 18,points because they were surprise points that are only valid within the offer period, and Mr***'s return was completed after this period expiredFor this reason, we can only reiterate that we truly regret any inconvenience he may have experiencedWe respectfully ask to have this matter closed, since we have noted Mr***'s comments and confirmed that the proper process has been followed
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
***
1-800-*** *** ***
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,
Larry ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her mother’s
purchase District Manager *** *** provided the following response: It seems that Ms*** bought a fridge online, but it was not delivered home because it was too largeAfter that, Ms*** visited the Ionia store where they put her on the phone with Sears DeliveryAnother attempt was scheduled, but it was not delivered because it seemed the item was too bigMs*** then canceled her order and she was told it may take days for her account to reflect the creditShe then a new refrigerator form the store and has since had it delivered We are unsure as to why Ms*** daughter feels her mother should have been given $in points and free deliveryThe original refrigerator may have qualified for that promotion, but it was being sold online and it was a different model from the one she keptThe local store was not obligated to apply the same promotion to the new saleHowever, they have added $worth of point to Ms*** SYWR account as a courtesyAlso a $credit was applied to Ms*** account as wellWe will not be providing any further credits or discount, points or otherwise in relation to this purchaseShould Ms*** have any further questions or concerns, I (*** may be reached during business hours at *** ***light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
June 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First,
we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted *** *** with *** for assistance. On June 14, 2016, the technicians examined Ms*** refrigerator and ordered a new condenser. However, when they returned on June 23, 2016, they found that the condenser was not needed. Ms*** spoke with Mr*** on June 27, 2016, and he confirmed that the refrigerator was working properlyAs a conciliatory gesture, we have processed a $gift card, which should be received in the mail in the next two to three weeks. With that said, since we have documented Ms*** concerns with the repair process and completed the repair to her refrigerator, albeit later than expected, 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
As of today's date Tuesday November 8th, the claims company Segway has failed to call me back to start the process of repairing my damaged floor in the kitchen.
Complaint: ***
I am rejecting this response because:
Sincerely,
Murray ***
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding her patio furniture set
We have spoken with the manufacturer
and it was our understanding that they will be contacting *** *** regarding this issue and they will work with her to find a resolutionIn light of the aforementioned information, we respectfully ask that this matter be considered closed
In closure, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
***
Complaint: ***
I am rejecting this response because:I was called and was asked if I wanted the washing machine fixedI, however, do not wish to pay for the $fee just for someone to look at the machine much less however much more they will charge to fix itOf course, I would like the machine fixed but I told the woman who paid me that I do not want to pay for the feeThis machine has cost me so much time and effortIf I had known that how much I would regret my decision I would have shopped elsewhere alas hindsight is 20/Sears has done nothing to help the situationThere customer service is atrociousMy machine has been faulty from the very beginningThis is ridiculousI would like to exchange the junky washer or I would like one of Sear's service men to fix it without me having to pay for them to merely diagnose and fix the problemI shouldn't have to keep paying for this machine in this way
Sincerely,
Cassey ***
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,
*** ***
September 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have completed the investigation of Mr***
complaint regarding the discrepancy in a page he was viewing for tool chests and then the price of the items once he added them to his cart As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedRegardless though, when there is an error whether it shows on the product page or in the cart for the wrong price, the price would not be honoredIf the order was actually placed for that amount it would have been canceled In Mr***’ case, from his narrative it sounds like the error had already been caught and he was dissatisfied that we would not reduce the price to the incorrect amount of $Per our terms and conditions, it sounds like we explained to him why we would not honor his requestIf Mr*** would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.htmlWe have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” With that said, since our refusal to honor the incorrect price was just in accordance with the posted terms and conditions that govern our website, we remain unable to honor Mr***’ request to receive this priceAs this decision is commensurate to the circumstances, 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 concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct *** *** *** Email: ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** - Kathleen G*** Dear *** *** We have completed the investigation of MsG*** complaint regarding her push mower We value MsG***
patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure MsG*** that her concerns have been forwarded to management for review so future problems of this nature can be averted. Our records indicate that the local Sears store in Fort Pierce replaced her mowerWe respectfully ask that this matter be closed, since we have replaced MsG***’* mower Again, we apologize to MsG*** 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, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: I have not received a refund by mail as of today 1/26/I do not believe this case should be closed until I have received the check and it has cleared my bankIt has been days now since Sears cancelled my online order for an item I never took possession of due to its being out of stock.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:As I pointed out to Sears, even though there's a day window and I did not get the rims to my mechanic for days, Sears and/ or it's holding companies told me to order the wrong rims The rims I purchased from SEARS were guaranteed to fit my Camero Sports Coupe, which they do not I am asking for a full refund because if they had been the CORRECT ones, they would be on the Camero right now
Sincerely,
Kim ***
February 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and her request to return the damaged bunk bed set It is unfortunate that we failed Ms*** expectations when she recently attempted to have this matter resolved initiallyWe value Ms*** patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that Sears Online offered to arrange a pick up and returnTherefore, we have processed a return label to have *** pick up the merchandiseThe return *** tracking number is *** Please print and affix the return label to the boxed merchandise and *** will make three attempts to pick up the productOnce the product is returned to the warehouse, we ask that Ms*** contact us via email at *** to ensure that a refund is processed accordinglyAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because it does not accurately reflect my conversation with the service provider Please note that I was told that Sears would not refund the service fee I did not "accept" that responseI was given no option I continue to assert that I should not be charged for any fee due to the extremely incompetent serviceI demand a full refund.
Sincerely,
*** ***
December 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ricky *** - # *** Dear Ms***: We have completed our investigation of Mr*** rebuttal to our previous response Mr*** oven is no longer covered under any warranty and therefore, Mr*** is responsible for the cost of any repairs. While the repair took longer than expected, the delay does not entitle Mr*** to a free repairThe 30% refund we issued to Mr*** was done solely as a courtesy; we were not obligated to provide any refund. While Mr*** is dissatisfied with the $refund he received, no further accommodations will be forthcoming. As this decision is final, we have closed our file Again, we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
April 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and parts missing from his sears.com order 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. Additionally, on April 2, 2017, *** ***, Member Experience Manager, contacted Mr*** to discuss his concerns and offered to order the parts missing from his tool chest and have them delivered to his home without charge or reimburse him by check for any parts that he may purchase independently. However, Mr*** declined both offers. Mr*** is welcome to contact Ms*** at *** option 2, should he reconsider our offer. At this time, 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 Mr*** 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 *** *** *** ***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms***, We have completed the investigation of MsL*** complaint regarding her recent service experience and dissatisfaction that the refrigerator failed sooner than expected As clarification, MsL** made her purchase November 22, 2015, and she had a one-year manufacturer’s warranty that covered defects in material and workmanship that expired November 24, 2016. During the time she was covered under that warranty, our records show this being the first service call since the purchaseService was completed on July 24, 2017, by the technician installing a compressorThe technician indicated that the check provided would not pass and MsL** did not have any other form of paymentTherefore, the technician asked that the service unit bill MsL** a total of $While we understand MsL** found the cost of repair disconcerting, she is no longer covered under any warranty and we do not find that she had substantial service while covered under a warranty that would justify a free repair when she now does not have coverageSince this decision is commensurate to the circumstances, we respectfully ask this matter be closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, E*** C*** Regulatory Complaint Specialist Sears Holdings Corporation
November 9, 2015*** ***Revdex.comNorth Wabash Ave.,
Ste#2006Chicago, IL 60611*** *** ** *** * * *** *** ***We have
completed our investigation *** *** complaint regarding his
dissatisfaction with Sears Home
Services.First,
we would like to apologize to *** *** for failing his expectations in regard
to the repair of his refrigeratorAdditionally,
we would like to assure *** *** that we appreciate his 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 appreciate the opportunity to address the
customer service issues outlined within *** *** complaint, so that future
problems can be averted. On November 6, 2015, *** *** was authorized an exchange under his exceptional parts warranty. *** *** reselected that same day and is expecting delivery on November 17,
2015. While we ae unable to compensate *** *** for his frustrating experience, we have processed a $gift card as
a conciliatory gestureThe request was submitted on November 9, 2015, so *** *** should receive it in the mail within the next two to three weeksWith
that said, since an exchange has been processed for *** *** and we have documented
his concerns with the repair process, we ask to have this matter closed.Again,
we apologize to *** *** and we appreciate the opportunity to address this
matterSincerely,*** *** *** ***
November 30, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Judy *** - # *** Dear Ms***: We have completed our investigation of Ms*** complaint regarding her
washer and her request for a replacement It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her washerWe 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 forwarded the matter to the District Service Manager to review Upon reviewing Ms*** complaint, the District Service Manager authorized a replacement washer under Ms*** Master Protection Agreement (MPA). Our records show that Ms*** selected a new washer on November 25, 2016, and the unit was delivered on November 30, 2016. Additionally, the remaining MPA coverage has transferred to the new washer and expires on September 4, 2020. Since we are providing Ms*** with her requested replacement, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because: The payment that Sears states occurred on August 9, was impossible as they do not have a credit card to processI received the same response on my own inquiry and Sears stated it was on my *** card and gave me the last four numbers and that isn't a card that I have in my possession nor have I given them any credit card information for this to have even been an optionThis is again another attempt to provide fraudulent communication in an effort to not credit me correctly
Sincerely,
Kelli H***
September 15,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #- Christopher ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding his dissatisfaction with our customer
service and failure to return Shop Your Way Rewards (SYWR) points to his account
It is unfortunate that we failed Mr***'s expectations when he recently placed an order using sears.comWe value his patronage and can understand his frustration with the events he detailed in his complaintWe can assure Mr*** that his concerns have been forwarded to management for reviewAs a result of this action, we revealed that Mr*** redeemed 34,points on August 4, 2015, and 16,points were returned to his account on August 28, 2015, after he returned his orderWe were unable to return the remaining 18,points because they were surprise points that are only valid within the offer period, and Mr***'s return was completed after this period expiredFor this reason, we can only reiterate that we truly regret any inconvenience he may have experiencedWe respectfully ask to have this matter closed, since we have noted Mr***'s comments and confirmed that the proper process has been followed
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
***
1-800-*** *** ***
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,
Larry ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her mother’s
purchase District Manager *** *** provided the following response: It seems that Ms*** bought a fridge online, but it was not delivered home because it was too largeAfter that, Ms*** visited the Ionia store where they put her on the phone with Sears DeliveryAnother attempt was scheduled, but it was not delivered because it seemed the item was too bigMs*** then canceled her order and she was told it may take days for her account to reflect the creditShe then a new refrigerator form the store and has since had it delivered We are unsure as to why Ms*** daughter feels her mother should have been given $in points and free deliveryThe original refrigerator may have qualified for that promotion, but it was being sold online and it was a different model from the one she keptThe local store was not obligated to apply the same promotion to the new saleHowever, they have added $worth of point to Ms*** SYWR account as a courtesyAlso a $credit was applied to Ms*** account as wellWe will not be providing any further credits or discount, points or otherwise in relation to this purchaseShould Ms*** have any further questions or concerns, I (*** may be reached during business hours at *** ***light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
June 27, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First,
we would like to apologize to Ms*** for failing her expectations in regard to the repair of her refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted *** *** with *** for assistance. On June 14, 2016, the technicians examined Ms*** refrigerator and ordered a new condenser. However, when they returned on June 23, 2016, they found that the condenser was not needed. Ms*** spoke with Mr*** on June 27, 2016, and he confirmed that the refrigerator was working properlyAs a conciliatory gesture, we have processed a $gift card, which should be received in the mail in the next two to three weeks. With that said, since we have documented Ms*** concerns with the repair process and completed the repair to her refrigerator, albeit later than expected, 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
As of today's date Tuesday November 8th, the claims company Segway has failed to call me back to start the process of repairing my damaged floor in the kitchen.
Complaint: ***
I am rejecting this response because:
Sincerely,
Murray ***
October 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding her patio furniture set
We have spoken with the manufacturer
and it was our understanding that they will be contacting *** *** regarding this issue and they will work with her to find a resolutionIn light of the aforementioned information, we respectfully ask that this matter be considered closed
In closure, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
*** *** ***
***
Complaint: ***
I am rejecting this response because:I was called and was asked if I wanted the washing machine fixedI, however, do not wish to pay for the $fee just for someone to look at the machine much less however much more they will charge to fix itOf course, I would like the machine fixed but I told the woman who paid me that I do not want to pay for the feeThis machine has cost me so much time and effortIf I had known that how much I would regret my decision I would have shopped elsewhere alas hindsight is 20/Sears has done nothing to help the situationThere customer service is atrociousMy machine has been faulty from the very beginningThis is ridiculousI would like to exchange the junky washer or I would like one of Sear's service men to fix it without me having to pay for them to merely diagnose and fix the problemI shouldn't have to keep paying for this machine in this way
Sincerely,
Cassey ***
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,
*** ***
September 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear *** *** We have completed the investigation of Mr***
complaint regarding the discrepancy in a page he was viewing for tool chests and then the price of the items once he added them to his cart As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occurShould we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store piitems, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for usThere is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occursIn some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s databaseThis is designated by the settings in the internet browser being usedIf the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cachedRegardless though, when there is an error whether it shows on the product page or in the cart for the wrong price, the price would not be honoredIf the order was actually placed for that amount it would have been canceled In Mr***’ case, from his narrative it sounds like the error had already been caught and he was dissatisfied that we would not reduce the price to the incorrect amount of $Per our terms and conditions, it sounds like we explained to him why we would not honor his requestIf Mr*** would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: http://www.sears.com/en_us/customer-service/policies/terms-of-use.htmlWe have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” With that said, since our refusal to honor the incorrect price was just in accordance with the posted terms and conditions that govern our website, we remain unable to honor Mr***’ request to receive this priceAs this decision is commensurate to the circumstances, 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 concerns Sincerely, *** *** Team Manager, Regulatory Complaints Direct *** *** *** Email: ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** - Kathleen G*** Dear *** *** We have completed the investigation of MsG*** complaint regarding her push mower We value MsG***
patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure MsG*** that her concerns have been forwarded to management for review so future problems of this nature can be averted. Our records indicate that the local Sears store in Fort Pierce replaced her mowerWe respectfully ask that this matter be closed, since we have replaced MsG***’* mower Again, we apologize to MsG*** 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, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: I have not received a refund by mail as of today 1/26/I do not believe this case should be closed until I have received the check and it has cleared my bankIt has been days now since Sears cancelled my online order for an item I never took possession of due to its being out of stock.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:As I pointed out to Sears, even though there's a day window and I did not get the rims to my mechanic for days, Sears and/ or it's holding companies told me to order the wrong rims The rims I purchased from SEARS were guaranteed to fit my Camero Sports Coupe, which they do not I am asking for a full refund because if they had been the CORRECT ones, they would be on the Camero right now
Sincerely,
Kim ***
February 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and her request to return the damaged bunk bed set It is unfortunate that we failed Ms*** expectations when she recently attempted to have this matter resolved initiallyWe value Ms*** patronage and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we confirmed that Sears Online offered to arrange a pick up and returnTherefore, we have processed a return label to have *** pick up the merchandiseThe return *** tracking number is *** Please print and affix the return label to the boxed merchandise and *** will make three attempts to pick up the productOnce the product is returned to the warehouse, we ask that Ms*** contact us via email at *** to ensure that a refund is processed accordinglyAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms*** concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because it does not accurately reflect my conversation with the service provider Please note that I was told that Sears would not refund the service fee I did not "accept" that responseI was given no option I continue to assert that I should not be charged for any fee due to the extremely incompetent serviceI demand a full refund.
Sincerely,
*** ***
December 29, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ricky *** - # *** Dear Ms***: We have completed our investigation of Mr*** rebuttal to our previous response Mr*** oven is no longer covered under any warranty and therefore, Mr*** is responsible for the cost of any repairs. While the repair took longer than expected, the delay does not entitle Mr*** to a free repairThe 30% refund we issued to Mr*** was done solely as a courtesy; we were not obligated to provide any refund. While Mr*** is dissatisfied with the $refund he received, no further accommodations will be forthcoming. As this decision is final, we have closed our file Again, we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
April 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and parts missing from his sears.com order 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. Additionally, on April 2, 2017, *** ***, Member Experience Manager, contacted Mr*** to discuss his concerns and offered to order the parts missing from his tool chest and have them delivered to his home without charge or reimburse him by check for any parts that he may purchase independently. However, Mr*** declined both offers. Mr*** is welcome to contact Ms*** at *** option 2, should he reconsider our offer. At this time, 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 Mr*** 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 *** *** *** ***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms***, We have completed the investigation of MsL*** complaint regarding her recent service experience and dissatisfaction that the refrigerator failed sooner than expected As clarification, MsL** made her purchase November 22, 2015, and she had a one-year manufacturer’s warranty that covered defects in material and workmanship that expired November 24, 2016. During the time she was covered under that warranty, our records show this being the first service call since the purchaseService was completed on July 24, 2017, by the technician installing a compressorThe technician indicated that the check provided would not pass and MsL** did not have any other form of paymentTherefore, the technician asked that the service unit bill MsL** a total of $While we understand MsL** found the cost of repair disconcerting, she is no longer covered under any warranty and we do not find that she had substantial service while covered under a warranty that would justify a free repair when she now does not have coverageSince this decision is commensurate to the circumstances, we respectfully ask this matter be closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, E*** C*** Regulatory Complaint Specialist Sears Holdings Corporation