July 6, *** *** 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 for a return and refund *** ***, Store General Manager for Unit *** provided the following response: We would first like to apologize for any inconvenience MsZ*** experiencedAfter reviewing the complaint filed, we contacted MsZ*** on June 30, 2017, to address the matterMsZ*** advised that she had already purchased another mower and she simply needed the item to be picked up from her home and returnedWe created a return and scheduled a pick up for the item on Thursday July 6, As soon as the merchandise is returned, a credit will be issued for the full amountAdditionally, as a gesture of goodwill, we issued $to her Shop Your Way Reward Account which she acceptedShould MsZ*** have any questions, she may contact our store directly at *** In 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:Sears is lyingThe refrigerator fit just fine through doorwayThey didn't want to take the doors off because it was pm at nightThey are trained individuals to do thisThe delivery drivers told us we would be liable for damages to electrical parts of the refrigerators if they ruined anything by taking doors offWe canceled because we didn't want the issues they were telling usAfter speaking with management they told us the drivers were not telling the truthThey cut me a check for amount owed and then turned around and canceled the checkAfter TEN more days of calling the money was returned to us but not after many hours and phone callsI was promised call after call after call from corporateNever one phone call even after all was said and done.
Sincerely,
Teresa B***
January 13, *** *** 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 non-receipt of a refund for a sears.com order he asked to have cancelled 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 indicate that Mr*** initially contacted us on November 24, 2016, and asked to have his order transferred to a different store, and then contacted us again on December 11, 2016, to request cancel***ion of his order. Because his order had already been transferred to the original store selected and appeared to be ready for pick up, our agents required assistance from our store in order to cancel and refund the order. Mr*** order was cancelled and a refund of $was issued to his *** account ending in *** on December 19, 2016. At this time, we can only reiterate that we truly regret any inconvenience Mr*** 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 the requested 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, *** *** *** *** *** *** *** *** ***
May 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed the
investigation of Ms*** complaint regarding her washer We have spoken with Ms*** in regard to this issueIn the interest of consumer satisfaction, we offered to replace her washer and she was provided with the information as to how to proceedSince it appears that this matter has been resolved, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms***: We have completed the investigation of Ms***’s rebuttal regarding Sears Home Services and repairs to her refrigeratorI spoke with Ms*** this morning and offered her an in warranty exchangeMs*** has my contact information and will let me know what refrigerator she would likeI will process exchange and ensure her satisfaction with her selectionWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I am 'somewhat' satisfied with the resolution on Sear's behalfI was not aware of the food loss limit of $and I do not deserve a two year warrantyHowever, with that being said I am highly disappointed that Sear's had to take me and my family through this turmoil
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI will only accept this resolution as long as I will no longer receive any more emails from Sears after 04/14/2016, days after the original notification that all my and my employers information has been removed.
Sincerely,
*** ***
February 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed our review of Ms*** rebuttal complaint regarding the previous response provided We have reviewed Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWe can only apologize again for her dissatisfaction with her Third Party Marketplace Vendor purchase with ***Sears has contacted the seller on Ms*** behalf to help in assisting with returning the productThe seller *** has agreed to issue a refund and asked that Ms*** please send the product back to their address and provide a return tracking numberThe (RMA) Return Merchandise Authorization number is *** The seller’s return address is *** *** ***, *** ** *** This information was sent in an email correspondence to Ms*** on or about January 17, Again, we understand Ms*** frustration with her online order experience and will ensure that she is provided with a refund once the product is returned to the sellerMs*** may provide the seller with the return tracking information or she may email that return tracking number to *** In the interim, we respectfully ask to have this matter closed, pending confirmation of the product return and refund We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his weed trimmer
We apologize for any misunderstanding and for the manner in which Mr*** says his concerns were addressedThat said, we want to note that the trimmer is now almost two years old and we have no way to conclusively determine what may or may not have been said at the time of sale since so much time has elapsedFurthermore, we feel that Mr*** should have bought the attachment he mentions while the trimmer was within the return policy period (days.) If the issue has been discovered then, we would have gladly accepted both items and provide him with either an exchange or a refundAt this time, we do not feel it is a reasonable request given the age of the trimmer and we are not obligated to honor his request due to the terms of our return policyAccording to our parts site, the edger attachment is not returnable, but the cost seems to be less than $As a courtesy, we are willing to discount the purchase of a new trimmer by 20% off a new one if bought at SearsThis would apply on top of regular sale prices, but not to clearance, closeout, floor model, previously used or outlet merchandiseIf that is not acceptable, we can send Mr*** a $gift card as an alternativeShould Mr*** wish to accept one of our offers, I may be reached during business hours at ***In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
October 14,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #9***- Phyllis and James ***
Dear Ms***:
We have completed the
investigation of Mr***'s complaint regarding the repair of their refrigerator
We have received Mr***'s complaint and apologize that it has taken longer than anticipated to repairWe escalated his concerns and were able to get sooner service for Mr*** on October 12, Per our records, the refrigerator is now working as designedThat being said, because Mr***'s refrigerator is in working order, 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,
Erica ***
Regulatory Complaints Specialist
***
Erica.***@searshc.com
Initial Business Response /* (1000, 10, 2015/05/26) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX XXXX XXXXX
May 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - *** ***
Dear Ms
***
We have completed the investigation of Mr***'s complaint regarding his online order
*** *** Assistant Store Manager for Kmart Unit *** provided the following response:
After reviewing the complaint filed, we researched Mr***'s online layaway order furtherOn May 22, 2015, we spoke with Mr*** regarding his non-receipt of merchandiseInitially, we advised that we currently had the product in stock that we could provide to him or that we could issue a refundAt this point, Mr*** opted for a refund as he just wanted this matter resolvedWhile the total amount for the sheet sets, layaway fee and shipping charges totaled $74.70, we offered a $gift card which he acceptedThe gift card was mailed to Mr*** for his inconvenience and he can expect to receive it in the mail within seven to ten business daysShould Mr*** have any questions or concerns, he may contact our store directly at (XXX) XXX-XXXXAdditionally, we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
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
Initial Consumer Rebuttal /* (2000, 12, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
April 26,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** *** Via: Revdex.com Website
Dear Ms***
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your
inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerPursuant to Ms*** complaint, SHIP completed the window installation on April 19th, Ms*** has signed the completion form indicating her satisfaction with the installation
At this time, we have completed our investigation and are closing our fileIf you have any questions or concerns, please contact me at *** * *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc* *** *** via 1st Class Regular Mail
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a dryer purchased from Sears We have processed an in
warranty exchange and Mr*** new *** dryer has been ordered and will be delivered to his home tomorrow, July 20, If Mr*** has any additional concerns, he can reach me via phone or email, he has all of my contact informationAt this time, since we have processed the exchange, we ask that this complaint be closed pending further contactWe 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 ***
Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
September 30,
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Richard *** # 9457***
Dear Ms***:
We have completed the investigation of Mr
***' complaint regarding service on his refrigerator
It is unfortunate that we failed Mr***' expectations when he called Sears for service on his refrigeratorWe value Mr***' patronage can understand how waiting an extended period of time for repair has caused him to lose faith in SearsWe are in the process of hiring additional staff in Mr***' area so alleviate the amount of wait time that he experienced so future problems of this nature can be avertedWe can only reiterate our apologized and truly regret that we failed his expectationsOur service records indicate that the repairs were completed on September 9, and his refrigerator is now working as designedThat being said, because we have addressed Mr***' complaint and his refrigerator has been repaired, 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,
Erica ***
Regulatory Claims Specialist
***
Erica.***@searshc.com
Initial Business Response /* (1000, 8, 2015/06/02) */
Contact Name and Title: *** ***
June 2,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***
We have completed the investigation of
Mr***'s complaint regarding his tractor repair
After receiving Mr***'s complaint, a follservice call was scheduledOn May 28, 2015, a Sears technician examined and tested Mr***'s tractor; he found no issues with the functionalityAdditionally, the Technical Manager has left several messages for Mr*** to follon the tractorIn the interim, based upon the technician's findings, no refund is warrantedFurthermore, if the tractor has further issues, the repair completed on April 29, 2015, carries a 90-day service guaranteeWith that said, since no issues were found with Mr***'s tractor, and he has not returned the Technical Manager's calls, we ask that this matter be closed
We apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 10, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The commentary above is inaccurateThe calls from the technician were returned and the lawnmower was repaired by the technicianThe response from Sears misrepresents what actually happenedSigh
We can close this case as the mower is now working properlyThank you Revdex.com for your handling of the situation
Final Business Response /* (4000, 12, 2015/06/08) */
Contact Name and Title: *** ***
June 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal to our previous response
Our office was advised that the Technical Manager was unable to reach Mr***; we were not commenting on any communication between the technician and Mr***At this time, since Mr*** has indicated that his tractor has been repaired and it is our understanding that he has no other concerns at this time, we ask that this matter be closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
Final Consumer Response /* (2000, 14, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The tractor is repaired
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10969703, and find that this resolution is satisfactory to me
Sincerely,
Nicole ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have been unable to complete the investigation of Ms*** complaint regarding the service coverage under her Sears Home
WarrantyOur research shows that a partial refund was processed for Ms*** Home Warranty; we have left messages requesting Ms*** contact our office directly to discuss this complaint further but as of July 6, we have received no call backs from Ms*** If Ms*** still requires assistance, she can contact me via email at *** or via phone at *** In the interim, we will consider Ms*** matter closed, pending her responseWe apologize to Ms*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
September 9,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** ***
Dear Ms***
We have completed the investigation of Mrand Mrs*** complaint regarding their dissatisfaction with the
service on their washer has not been completed in a timely manner
Upon receipt of the *** complaint we reviewed the service order history and case notes related to their washerOur records indicate that on July 26, our technician assessed the washer and ordered a control board along with other parts to complete the repairRegrettably, on August 9, we were notified that the control board is on back order until October As clarification, when a part is on back order, we reach out to our alternate part distributors for assistanceOur records indicate that we have exhausted our resources and are unable to provide the part before the back order date
We can also understand how frustrating Mrand Mrs*** have found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception due to the part delay and we have authorized a replacement for the washerWe sent an email and left a voicemail for the *** with the authorization information for the replacementIn the interim, since we have addressed the issue brought forth in Mrand Mrs*** complaint, we have closed our file
We apologize to Mrand Mrs*** *nd 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 North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the purchase of a refrigerator from the Albany Sears Outlet***
*** General Manager of the Albany Sears Outlet provided the following response: After reading and reviewing Ms*** concerns, I contacted her to discuss her concernsIt was agreed that Sears Outlet would honor the sale price noted in the complaintWe have agreed to meet at 11:45am on Friday, January 27, If Ms*** has any additional questions or concerns I invite her to contact me at *** Since we have noted our intent to honor last week’s sale price, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 6, *** *** 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 for a return and refund *** ***, Store General Manager for Unit *** provided the following response: We would first like to apologize for any inconvenience MsZ*** experiencedAfter reviewing the complaint filed, we contacted MsZ*** on June 30, 2017, to address the matterMsZ*** advised that she had already purchased another mower and she simply needed the item to be picked up from her home and returnedWe created a return and scheduled a pick up for the item on Thursday July 6, As soon as the merchandise is returned, a credit will be issued for the full amountAdditionally, as a gesture of goodwill, we issued $to her Shop Your Way Reward Account which she acceptedShould MsZ*** have any questions, she may contact our store directly at *** In 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:Sears is lyingThe refrigerator fit just fine through doorwayThey didn't want to take the doors off because it was pm at nightThey are trained individuals to do thisThe delivery drivers told us we would be liable for damages to electrical parts of the refrigerators if they ruined anything by taking doors offWe canceled because we didn't want the issues they were telling usAfter speaking with management they told us the drivers were not telling the truthThey cut me a check for amount owed and then turned around and canceled the checkAfter TEN more days of calling the money was returned to us but not after many hours and phone callsI was promised call after call after call from corporateNever one phone call even after all was said and done.
Sincerely,
Teresa B***
January 13, *** *** 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 non-receipt of a refund for a sears.com order he asked to have cancelled 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 indicate that Mr*** initially contacted us on November 24, 2016, and asked to have his order transferred to a different store, and then contacted us again on December 11, 2016, to request cancel***ion of his order. Because his order had already been transferred to the original store selected and appeared to be ready for pick up, our agents required assistance from our store in order to cancel and refund the order. Mr*** order was cancelled and a refund of $was issued to his *** account ending in *** on December 19, 2016. At this time, we can only reiterate that we truly regret any inconvenience Mr*** 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 the requested 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, *** *** *** *** *** *** *** *** ***
May 26, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed the
investigation of Ms*** complaint regarding her washer We have spoken with Ms*** in regard to this issueIn the interest of consumer satisfaction, we offered to replace her washer and she was provided with the information as to how to proceedSince it appears that this matter has been resolved, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation ***
Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** #*** Dear Ms***: We have completed the investigation of Ms***’s rebuttal regarding Sears Home Services and repairs to her refrigeratorI spoke with Ms*** this morning and offered her an in warranty exchangeMs*** has my contact information and will let me know what refrigerator she would likeI will process exchange and ensure her satisfaction with her selectionWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I am 'somewhat' satisfied with the resolution on Sear's behalfI was not aware of the food loss limit of $and I do not deserve a two year warrantyHowever, with that being said I am highly disappointed that Sear's had to take me and my family through this turmoil
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI will only accept this resolution as long as I will no longer receive any more emails from Sears after 04/14/2016, days after the original notification that all my and my employers information has been removed.
Sincerely,
*** ***
February 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed our review of Ms*** rebuttal complaint regarding the previous response provided We have reviewed Ms*** rebuttal, and we do not find that she has brought any new information to her complaintWe can only apologize again for her dissatisfaction with her Third Party Marketplace Vendor purchase with ***Sears has contacted the seller on Ms*** behalf to help in assisting with returning the productThe seller *** has agreed to issue a refund and asked that Ms*** please send the product back to their address and provide a return tracking numberThe (RMA) Return Merchandise Authorization number is *** The seller’s return address is *** *** ***, *** ** *** This information was sent in an email correspondence to Ms*** on or about January 17, Again, we understand Ms*** frustration with her online order experience and will ensure that she is provided with a refund once the product is returned to the sellerMs*** may provide the seller with the return tracking information or she may email that return tracking number to *** In the interim, we respectfully ask to have this matter closed, pending confirmation of the product return and refund We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
January 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his weed trimmer
We apologize for any misunderstanding and for the manner in which Mr*** says his concerns were addressedThat said, we want to note that the trimmer is now almost two years old and we have no way to conclusively determine what may or may not have been said at the time of sale since so much time has elapsedFurthermore, we feel that Mr*** should have bought the attachment he mentions while the trimmer was within the return policy period (days.) If the issue has been discovered then, we would have gladly accepted both items and provide him with either an exchange or a refundAt this time, we do not feel it is a reasonable request given the age of the trimmer and we are not obligated to honor his request due to the terms of our return policyAccording to our parts site, the edger attachment is not returnable, but the cost seems to be less than $As a courtesy, we are willing to discount the purchase of a new trimmer by 20% off a new one if bought at SearsThis would apply on top of regular sale prices, but not to clearance, closeout, floor model, previously used or outlet merchandiseIf that is not acceptable, we can send Mr*** a $gift card as an alternativeShould Mr*** wish to accept one of our offers, I may be reached during business hours at ***In light of the aforementioned information, we respectfully ask that this matter be considered closed We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
October 14,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: #9***- Phyllis and James ***
Dear Ms***:
We have completed the
investigation of Mr***'s complaint regarding the repair of their refrigerator
We have received Mr***'s complaint and apologize that it has taken longer than anticipated to repairWe escalated his concerns and were able to get sooner service for Mr*** on October 12, Per our records, the refrigerator is now working as designedThat being said, because Mr***'s refrigerator is in working order, 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,
Erica ***
Regulatory Complaints Specialist
***
Erica.***@searshc.com
Initial Business Response /* (1000, 10, 2015/05/26) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX XXXX XXXXX
May 26,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - *** ***
Dear Ms
***
We have completed the investigation of Mr***'s complaint regarding his online order
*** *** Assistant Store Manager for Kmart Unit *** provided the following response:
After reviewing the complaint filed, we researched Mr***'s online layaway order furtherOn May 22, 2015, we spoke with Mr*** regarding his non-receipt of merchandiseInitially, we advised that we currently had the product in stock that we could provide to him or that we could issue a refundAt this point, Mr*** opted for a refund as he just wanted this matter resolvedWhile the total amount for the sheet sets, layaway fee and shipping charges totaled $74.70, we offered a $gift card which he acceptedThe gift card was mailed to Mr*** for his inconvenience and he can expect to receive it in the mail within seven to ten business daysShould Mr*** have any questions or concerns, he may contact our store directly at (XXX) XXX-XXXXAdditionally, we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedIn the interim, we have noted Mr***'s concerns and respectfully ask to have this matter closed
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
Initial Consumer Rebuttal /* (2000, 12, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
April 26,
Revdex.com
Attn: *** ***
North Wabash Ave., Ste
Chicago, IL
Our File No: *** Revdex.com File No: *** * *** *** Via: Revdex.com Website
Dear Ms***
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your
inquiry concerning the above-referenced fileWe appreciate the opportunity to address the customer’s concernSHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliateWe are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable mannerPursuant to Ms*** complaint, SHIP completed the window installation on April 19th, Ms*** has signed the completion form indicating her satisfaction with the installation
At this time, we have completed our investigation and are closing our fileIf you have any questions or concerns, please contact me at *** * *** or via email at ***
Sincerely,
*** *** SHIP/HI Regulatory Complaint Specialist
cc* *** *** via 1st Class Regular Mail
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a dryer purchased from Sears We have processed an in
warranty exchange and Mr*** new *** dryer has been ordered and will be delivered to his home tomorrow, July 20, If Mr*** has any additional concerns, he can reach me via phone or email, he has all of my contact informationAt this time, since we have processed the exchange, we ask that this complaint be closed pending further contactWe 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 ***
Contact Name and Title: Erica ***
Contact Email: Erica.***@searshc.com
September 30,
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Richard *** # 9457***
Dear Ms***:
We have completed the investigation of Mr
***' complaint regarding service on his refrigerator
It is unfortunate that we failed Mr***' expectations when he called Sears for service on his refrigeratorWe value Mr***' patronage can understand how waiting an extended period of time for repair has caused him to lose faith in SearsWe are in the process of hiring additional staff in Mr***' area so alleviate the amount of wait time that he experienced so future problems of this nature can be avertedWe can only reiterate our apologized and truly regret that we failed his expectationsOur service records indicate that the repairs were completed on September 9, and his refrigerator is now working as designedThat being said, because we have addressed Mr***' complaint and his refrigerator has been repaired, 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,
Erica ***
Regulatory Claims Specialist
***
Erica.***@searshc.com
Initial Business Response /* (1000, 8, 2015/06/02) */
Contact Name and Title: *** ***
June 2,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***
We have completed the investigation of
Mr***'s complaint regarding his tractor repair
After receiving Mr***'s complaint, a follservice call was scheduledOn May 28, 2015, a Sears technician examined and tested Mr***'s tractor; he found no issues with the functionalityAdditionally, the Technical Manager has left several messages for Mr*** to follon the tractorIn the interim, based upon the technician's findings, no refund is warrantedFurthermore, if the tractor has further issues, the repair completed on April 29, 2015, carries a 90-day service guaranteeWith that said, since no issues were found with Mr***'s tractor, and he has not returned the Technical Manager's calls, we ask that this matter be closed
We apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
Initial Consumer Rebuttal /* (3000, 10, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The commentary above is inaccurateThe calls from the technician were returned and the lawnmower was repaired by the technicianThe response from Sears misrepresents what actually happenedSigh
We can close this case as the mower is now working properlyThank you Revdex.com for your handling of the situation
Final Business Response /* (4000, 12, 2015/06/08) */
Contact Name and Title: *** ***
June 8,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** *** - # XXXXXXXX
Dear Ms***:
We have completed the investigation of Mr***'s rebuttal to our previous response
Our office was advised that the Technical Manager was unable to reach Mr***; we were not commenting on any communication between the technician and Mr***At this time, since Mr*** has indicated that his tractor has been repaired and it is our understanding that he has no other concerns at this time, we ask that this matter be closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist
Final Consumer Response /* (2000, 14, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The tractor is repaired
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10969703, and find that this resolution is satisfactory to me
Sincerely,
Nicole ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: * *** * *** * *** Dear Ms*** We have been unable to complete the investigation of Ms*** complaint regarding the service coverage under her Sears Home
WarrantyOur research shows that a partial refund was processed for Ms*** Home Warranty; we have left messages requesting Ms*** contact our office directly to discuss this complaint further but as of July 6, we have received no call backs from Ms*** If Ms*** still requires assistance, she can contact me via email at *** or via phone at *** In the interim, we will consider Ms*** matter closed, pending her responseWe apologize to Ms*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Complaint: ***
I am rejecting this response because: the situation isnt solved until I am sent
that is rightfully owed to me
Sincerely,
Bianca ***
September 9,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** ***
Dear Ms***
We have completed the investigation of Mrand Mrs*** complaint regarding their dissatisfaction with the
service on their washer has not been completed in a timely manner
Upon receipt of the *** complaint we reviewed the service order history and case notes related to their washerOur records indicate that on July 26, our technician assessed the washer and ordered a control board along with other parts to complete the repairRegrettably, on August 9, we were notified that the control board is on back order until October As clarification, when a part is on back order, we reach out to our alternate part distributors for assistanceOur records indicate that we have exhausted our resources and are unable to provide the part before the back order date
We can also understand how frustrating Mrand Mrs*** have found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception due to the part delay and we have authorized a replacement for the washerWe sent an email and left a voicemail for the *** with the authorization information for the replacementIn the interim, since we have addressed the issue brought forth in Mrand Mrs*** complaint, we have closed our file
We apologize to Mrand Mrs*** *nd 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 North Wabash Ave, Ste#Chicago, IL Re: *** * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the purchase of a refrigerator from the Albany Sears Outlet***
*** General Manager of the Albany Sears Outlet provided the following response: After reading and reviewing Ms*** concerns, I contacted her to discuss her concernsIt was agreed that Sears Outlet would honor the sale price noted in the complaintWe have agreed to meet at 11:45am on Friday, January 27, If Ms*** has any additional questions or concerns I invite her to contact me at *** Since we have noted our intent to honor last week’s sale price, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***