[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service for her damaged refrigerator door We do show that a door has been ordered for Ms [redacted] refrigerator but will not be available until February Ms [redacted] has been provided with my direct contact information and we will monitor the parts and service but to the time involved we request that this complaint be closedMs [redacted] can always rebuttal if she needs to We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Nilpa [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Outlet Stores and his refrigerator Les [redacted] , General Manager of the Sears Outlet in Tucker provided the following response: I have spoken to Mr [redacted] and after partnering with Chad [redacted] our District Manager, we have offered Mr [redacted] a $adjustment for his refrigeratorMr [redacted] has accepted the concession that said a credit in the amount of $has been credited to his Sears credit cardWe apologize to Mr [redacted] and appreciate his shopping with Sears OutletSince we have provided the aforementioned credit to Mr [redacted] we ask that this complaint be closed We apologize to Mr [redacted] nd appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
April 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to [redacted] for failing his expectations when he contacted Sears Home Services to repair his refrigerator We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted] Upon researching the terms of [redacted] manufacturer’s warranty, we confirmed that for five years the defective sealed refrigerant system will be repaired at no cost and for ten years, the compressor will be replaced at no charge Therefore, [redacted] should not have been billed for the repair to his refrigeratorAccordingly, we contacted our Billing Department to request that the outstanding bill of $be cleared from our systemSenior Claims Recovery Clerk [redacted] responded on April 6, 2016, that the invoice was removed from our billing system; [redacted] should no longer receive any further bills dated after April 6th Furthermore, we do not report these billing issues to the credit agencies, so [redacted] rating would not be adversely affected by this oversight With that said, since we have corrected this billing error and zeroed out [redacted] invoice, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, during the replacement process of his treadmill It is unfortunate that we failed Mr [redacted] expectations with the recent replacement process for his parent’s treadmillWe value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the replacement caused him any inconvenienceWe respectfully ask that this matter be closed, since we have delivered and installed the treadmill and noted Mr [redacted] candid feedback Again, we apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Patricia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the quality of her weed eater and her request for a refund We apologize that Ms [redacted] weed eater failed to meet her expectations of quality and longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Ms [redacted] case, she purchased her weed eater on July 18, and the manufacturer’s 2-year warranty expired on July 18, Since the product is over years old, and the warranty expired years ago, Ms [redacted] is responsible for any service expenseMs [redacted] mentioned in her complaint that she left her weed eater at the store; this is considered abandonment and can be disposedSears will not be responsible for items purposely abandoned at the storeAs far as Ms [redacted] request for a refund is concerned, we did not find that this was warranted, specifically since the return period expired years agoAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
April 4, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return her purchase to the outlet store Upon receipt of Ms [redacted] complaint we reached out to Outlet Store Manager [redacted] to assist with her concernMr [redacted] confirmed that he spoke to Ms [redacted] the day after the purchase when she told him that they were too bigHe informed her that she could absolutely could bring them backSince that day, he had not spoken to Ms [redacted] or her husband; he is uncertain who she spoke to afterwardsMr [redacted] contacted Ms [redacted] and apologized if she was misinformed about the returnHe advised her that the store will accept the return for a refund and she was satisfied with the resolutionWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have reached out to Tammie via phone and email and have not recieved any response Sincerely, Shawn [redacted]
August 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the multiple repairs on his refrigerator Upon receipt of Mr [redacted] complaint we reviewed the service orders and case notes related to his refrigeratorAccording our records, on August 29, contacted Sears Home Warranty customer service regarding his refrigeratorDue to the multiple repairs, Mr [redacted] was provided a $voucher towards the replacement refrigeratorWith that being said, since we have provided Mr [redacted] with his desired resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:I am so tired of hearing "Ms [redacted] has not met the required service repair/replacement calls"Sears is just trying to get out of the Truth, that this Refrigerator is JUNK! So we will see what the Service Repair Techdoes, etc., on the 20THMeanwhile my food goes bad in the unit!! Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I found that your district manager, [redacted] , was very helpful and responsive in this situationThe store manager (though I can't remember his name) was also helpfulThough it was a frustrating process at times, I am glad that I was able to receive my item at the price desiredThe item was delivered today, and we are very happy with the product Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL *** [redacted] We have been unable to complete the investigation of [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to [redacted] for failing her expectations in regard to her recent service call Upon receiving [redacted] ’s complaint, we contacted the local service unit for assistance A tentative repair appointment was scheduled for March 21, 2016, but the appointment was canceled by [redacted] on [redacted] *** Since the cancelation, [redacted] with our Member Advocate Team has tried to reach [redacted] to see if she would reschedule Several attempts have been made to contact her, but she has not responded to the messages leftWe value [redacted] ’s patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call [redacted] at [redacted] at her convenience In the interim, since we have documented [redacted] ’s concerns and we have made a concerted effort to reach her, we ask to have this matter closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal regarding the repair of her mower Upon receiving Mr [redacted] ’s complaint, we again escalated his concerns to [redacted] ***, CarCustomer Escalation Team Lead, who states the following: Mr [redacted] did not contact us after the complaint to advise that the parts were missing He declined the estimate and we will not be covering his mower when he did not allow us to repair the unit Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we do apologize that we failed his expectations, but we will not be covering the repair of his mower and our decision is final We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted] ***[redacted] @searshc.com
September 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Meagan K F*Dear [redacted] This letter will acknowledge receipt of the above referenced customer’s follow up complaint, which was referred to our office for response.This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaintPlease feel free to contact me if you have any further questions or concerns.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
February 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her sears.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Our records show that we received a chargeback request from Ms [redacted] credit provider, which resulted in a refund of her original order Sears.com agents also placed a new order for the luggage at the requested sale price, and issued points to her Shop Your Way Rewards account as an apology for this issue At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experienced We hope that in the future she will allow us the opportunity to provide her 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 Ms [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I do like how Sears Always puts "PROOF OF SALE" in caps, I have been doing business with sears long enough to know that is the ONLY way you are able to return or replace something there.Fortunately this will be my LAST PROOF OF SALE, from Sears as I am finished shopping Sears, I actually have not shopped Sears for a number of years, but I do need to EDUCATE my son on the Sears experience, and make sure he does not waste his hard earned money at a place that does not take care of their customers unless you keep you PROOF OF SALE for the entire warranty period Thank you Sears for only reiterating my knowledge of a store like yours Sincerely, [redacted] ***
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] October 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Danielle [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her recent online order It is unfortunate that we failed Ms [redacted] 's expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order, we processed a request for the refund from the Third Party Marketplace vendor, [redacted] Accordingly, a refund of $will be credited to Ms [redacted] 's [redacted] account ending in within to business daysWe apologize again for any inconvenience Ms [redacted] may have experienced with the order she placed with [redacted] , [redacted] ***In the interim, since a refund has been processed, we 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Jackie W***
August 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Antoinette JB [redacted] Dear MsV [redacted] We have completed the investigation of MsB [redacted] complaint regarding her washer As clarification, our return policy is valid for days from the date of purchase and once that time period has passed, the manufacturer’s warranty would applyThis washer was purchased in November and as such, repair would be the only recourse at this timeUnfortunately, it is not always possible to properly diagnose an issue as some failures can have several possible causesHowever, our technician was able to consult with our Strategic Technical Assistance Center while he was at MsB [redacted] home on July 20, and he found that her electric outlet was causing the issueIt needed to be rewiredIn light of the aforementioned information, we have closed our fileWe apologize to MsB [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, T [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 2, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Gordon L [redacted] Dear [redacted] We have completed the investigation of MrL [redacted] complaint regarding his water heater As clarification, MrL [redacted] model of water heater had a year full manufacturer’s warranty that covered parts and laborAfter that first year, only the parts were covered unless a tank leak was found, which would make the item unrepairableSince our system reflects that a water heater of this model was purchased by MrL [redacted] on December 15, 2008, and the item was not found to have a leaking tank, he would be responsible for any labor fees including those involved with providing an estimateIf MrL [redacted] can provide a receipt for purchase of the water heater within the last year, we will gladly refund his estimate fee of $79.00, which is all our records reflect as having been charged to himWe want to note that it is our policy that whenever a consumer makes an appointment, it is our policy that they are notified that the estimate or diagnosis fee is non-refundable whether or not they decide to have the repair done based on the estimate given Our records reflect that MrL [redacted] was given an estimate, but the declined to proceed with the repairAs such, he would not be entitled to a refund of this feeThat said, if MrL [redacted] wishes to purchase a new water heater from Sears, we would be willing to apply this amount towards the cost or a 10% discount; whichever is greaterAs an alternative, we are also willing to provide a $refund if he should decide to have the service done by a sears technician after allIn the interim, we are closing our file as we are not obligated to grant MrL [redacted] request We apologize to MrL [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely,Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request to receive the remaining refund [redacted] Store General Manager for Kmart Unit [redacted] provided the following response: It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the orders, we show that a refund of $and $was issued on September 27, 2016, for order [redacted] As for order [redacted] we show a refund of $processed on September 21, It appears the only item that is remaining is for the toothbrush which was ready for pick up at the storeAccordingly, we have canceled the order and a refund has been issued from the storeShould Ms [redacted] have any questions, she may contact our store directly at [redacted] In the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Ms [redacted] complaint regarding service for her damaged refrigerator door We do show that a door has been ordered for Ms [redacted] refrigerator but will not be available until February Ms [redacted] has been provided with my direct contact information and we will monitor the parts and service but to the time involved we request that this complaint be closedMs [redacted] can always rebuttal if she needs to We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste# [redacted] Chicago, IL Re: Nilpa [redacted] # Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Outlet Stores and his refrigerator Les [redacted] , General Manager of the Sears Outlet in Tucker provided the following response: I have spoken to Mr [redacted] and after partnering with Chad [redacted] our District Manager, we have offered Mr [redacted] a $adjustment for his refrigeratorMr [redacted] has accepted the concession that said a credit in the amount of $has been credited to his Sears credit cardWe apologize to Mr [redacted] and appreciate his shopping with Sears OutletSince we have provided the aforementioned credit to Mr [redacted] we ask that this complaint be closed We apologize to Mr [redacted] nd appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
April 6, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to [redacted] for failing his expectations when he contacted Sears Home Services to repair his refrigerator We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted] Upon researching the terms of [redacted] manufacturer’s warranty, we confirmed that for five years the defective sealed refrigerant system will be repaired at no cost and for ten years, the compressor will be replaced at no charge Therefore, [redacted] should not have been billed for the repair to his refrigeratorAccordingly, we contacted our Billing Department to request that the outstanding bill of $be cleared from our systemSenior Claims Recovery Clerk [redacted] responded on April 6, 2016, that the invoice was removed from our billing system; [redacted] should no longer receive any further bills dated after April 6th Furthermore, we do not report these billing issues to the credit agencies, so [redacted] rating would not be adversely affected by this oversight With that said, since we have corrected this billing error and zeroed out [redacted] invoice, we ask that this matter be closedAgain, we apologize to [redacted] and we appreciate the opportunity to address this matterSincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL *** [redacted] [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with our customer service, during the replacement process of his treadmill It is unfortunate that we failed Mr [redacted] expectations with the recent replacement process for his parent’s treadmillWe value Mr [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the replacement caused him any inconvenienceWe respectfully ask that this matter be closed, since we have delivered and installed the treadmill and noted Mr [redacted] candid feedback Again, we apologize to Mr [redacted] for this issue and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – Patricia [redacted] Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with the quality of her weed eater and her request for a refund We apologize that Ms [redacted] weed eater failed to meet her expectations of quality and longevityThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an optionIt is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverageIn the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customersUnfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years agoIt is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal propertyThe benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision In Ms [redacted] case, she purchased her weed eater on July 18, and the manufacturer’s 2-year warranty expired on July 18, Since the product is over years old, and the warranty expired years ago, Ms [redacted] is responsible for any service expenseMs [redacted] mentioned in her complaint that she left her weed eater at the store; this is considered abandonment and can be disposedSears will not be responsible for items purposely abandoned at the storeAs far as Ms [redacted] request for a refund is concerned, we did not find that this was warranted, specifically since the return period expired years agoAs this decision is commensurate to the circumstances, we have closed our file Again, we apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
April 4, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the problem she encountered when she attempted to return her purchase to the outlet store Upon receipt of Ms [redacted] complaint we reached out to Outlet Store Manager [redacted] to assist with her concernMr [redacted] confirmed that he spoke to Ms [redacted] the day after the purchase when she told him that they were too bigHe informed her that she could absolutely could bring them backSince that day, he had not spoken to Ms [redacted] or her husband; he is uncertain who she spoke to afterwardsMr [redacted] contacted Ms [redacted] and apologized if she was misinformed about the returnHe advised her that the store will accept the return for a refund and she was satisfied with the resolutionWith that being said, since we have addressed the issue brought forth in Ms [redacted] complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have reached out to Tammie via phone and email and have not recieved any response Sincerely, Shawn [redacted]
August 30, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction with the multiple repairs on his refrigerator Upon receipt of Mr [redacted] complaint we reviewed the service orders and case notes related to his refrigeratorAccording our records, on August 29, contacted Sears Home Warranty customer service regarding his refrigeratorDue to the multiple repairs, Mr [redacted] was provided a $voucher towards the replacement refrigeratorWith that being said, since we have provided Mr [redacted] with his desired resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted] I am rejecting this response because:I am so tired of hearing "Ms [redacted] has not met the required service repair/replacement calls"Sears is just trying to get out of the Truth, that this Refrigerator is JUNK! So we will see what the Service Repair Techdoes, etc., on the 20THMeanwhile my food goes bad in the unit!! Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I found that your district manager, [redacted] , was very helpful and responsive in this situationThe store manager (though I can't remember his name) was also helpfulThough it was a frustrating process at times, I am glad that I was able to receive my item at the price desiredThe item was delivered today, and we are very happy with the product Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL *** [redacted] We have been unable to complete the investigation of [redacted] complaint regarding Sears Home ServicesFirst, we would like to apologize to [redacted] for failing her expectations in regard to her recent service call Upon receiving [redacted] ’s complaint, we contacted the local service unit for assistance A tentative repair appointment was scheduled for March 21, 2016, but the appointment was canceled by [redacted] on [redacted] *** Since the cancelation, [redacted] with our Member Advocate Team has tried to reach [redacted] to see if she would reschedule Several attempts have been made to contact her, but she has not responded to the messages leftWe value [redacted] ’s patronage and we are very anxious to address the issues brought forth in her complaint; therefore, we ask that she call [redacted] at [redacted] at her convenience In the interim, since we have documented [redacted] ’s concerns and we have made a concerted effort to reach her, we ask to have this matter closed Again, we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
May 31, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] – [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] ’s rebuttal regarding the repair of her mower Upon receiving Mr [redacted] ’s complaint, we again escalated his concerns to [redacted] ***, CarCustomer Escalation Team Lead, who states the following: Mr [redacted] did not contact us after the complaint to advise that the parts were missing He declined the estimate and we will not be covering his mower when he did not allow us to repair the unit Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant In Mr [redacted] case we do apologize that we failed his expectations, but we will not be covering the repair of his mower and our decision is final We apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted] ***[redacted] @searshc.com
September 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: [redacted] – Meagan K F
*Dear [redacted] This letter will acknowledge receipt of the above referenced customer’s follow up complaint, which was referred to our office for response.This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaintPlease feel free to contact me if you have any further questions or concerns.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema C***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted] F: [redacted] imx integrated member experience
February 15, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her dissatisfaction with our customer service and non-receipt of her sears.com order It is unfortunate that we failed Ms [redacted] expectations when she recently placed an order with SearsWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted Our records show that we received a chargeback request from Ms [redacted] credit provider, which resulted in a refund of her original order Sears.com agents also placed a new order for the luggage at the requested sale price, and issued points to her Shop Your Way Rewards account as an apology for this issue At this time, we can only reiterate that we truly regret any inconvenience Ms [redacted] may have experienced We hope that in the future she will allow us the opportunity to provide her 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 Ms [redacted] 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, [redacted] Regulatory Complaint Specialist [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I do like how Sears Always puts "PROOF OF SALE" in caps, I have been doing business with sears long enough to know that is the ONLY way you are able to return or replace something there.Fortunately this will be my LAST PROOF OF SALE, from Sears as I am finished shopping Sears, I actually have not shopped Sears for a number of years, but I do need to EDUCATE my son on the Sears experience, and make sure he does not waste his hard earned money at a place that does not take care of their customers unless you keep you PROOF OF SALE for the entire warranty period Thank you Sears for only reiterating my knowledge of a store like yours Sincerely, [redacted] ***
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] October 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Danielle [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her recent online order It is unfortunate that we failed Ms [redacted] 's expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order, we processed a request for the refund from the Third Party Marketplace vendor, [redacted] Accordingly, a refund of $will be credited to Ms [redacted] 's [redacted] account ending in within to business daysWe apologize again for any inconvenience Ms [redacted] may have experienced with the order she placed with [redacted] , [redacted] ***In the interim, since a refund has been processed, we 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, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Jackie W***
August 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Antoinette JB [redacted] Dear MsV [redacted] We have completed the investigation of MsB [redacted] complaint regarding her washer As clarification, our return policy is valid for days from the date of purchase and once that time period has passed, the manufacturer’s warranty would applyThis washer was purchased in November and as such, repair would be the only recourse at this timeUnfortunately, it is not always possible to properly diagnose an issue as some failures can have several possible causesHowever, our technician was able to consult with our Strategic Technical Assistance Center while he was at MsB [redacted] home on July 20, and he found that her electric outlet was causing the issueIt needed to be rewiredIn light of the aforementioned information, we have closed our fileWe apologize to MsB [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, T [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 2, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Gordon L [redacted] Dear [redacted] We have completed the investigation of MrL [redacted] complaint regarding his water heater As clarification, MrL [redacted] model of water heater had a year full manufacturer’s warranty that covered parts and laborAfter that first year, only the parts were covered unless a tank leak was found, which would make the item unrepairableSince our system reflects that a water heater of this model was purchased by MrL [redacted] on December 15, 2008, and the item was not found to have a leaking tank, he would be responsible for any labor fees including those involved with providing an estimateIf MrL [redacted] can provide a receipt for purchase of the water heater within the last year, we will gladly refund his estimate fee of $79.00, which is all our records reflect as having been charged to himWe want to note that it is our policy that whenever a consumer makes an appointment, it is our policy that they are notified that the estimate or diagnosis fee is non-refundable whether or not they decide to have the repair done based on the estimate given Our records reflect that MrL [redacted] was given an estimate, but the declined to proceed with the repairAs such, he would not be entitled to a refund of this feeThat said, if MrL [redacted] wishes to purchase a new water heater from Sears, we would be willing to apply this amount towards the cost or a 10% discount; whichever is greaterAs an alternative, we are also willing to provide a $refund if he should decide to have the service done by a sears technician after allIn the interim, we are closing our file as we are not obligated to grant MrL [redacted] request We apologize to MrL [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely,Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request to receive the remaining refund [redacted] Store General Manager for Kmart Unit [redacted] provided the following response: It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the orders, we show that a refund of $and $was issued on September 27, 2016, for order [redacted] As for order [redacted] we show a refund of $processed on September 21, It appears the only item that is remaining is for the toothbrush which was ready for pick up at the storeAccordingly, we have canceled the order and a refund has been issued from the storeShould Ms [redacted] have any questions, she may contact our store directly at [redacted] In the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation