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
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] ***
September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Don [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with the problems he encountered with the installation of the range and the delay of his refund for the cancelled order Lauren [redacted] , Store Manager for Store 1056, provided the following response on September 18, 2015: We spoke with Customer Solutions, Installation and Mr [redacted] There was confusion as to what was cancelledWe have issued a refund to the member for the merchandise and the installMr [redacted] is satisfied with the way it was handledThe refund was issued on salescheck# for a total of $1, With 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding her Sears.com order We have reviewed both sears.com’s response and Ms [redacted] rebuttal, and we do not find that Ms [redacted] has brought any new information to her complaint While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for any missing items until she has provided specific information about which items were missing from the packages she did receive In reference to Ms [redacted] suggestion that our associates were unable to understand her request, or the English language, we can only assure her that while English may not be the first language of some of our associates, all Sears online associates must pass tests to confirm that they are fully capable of understanding our customers and resolving every issue that may arise with any online order We would also again like to mention that our records show that Ms [redacted] contacted our online team only once and did not complete that call or try to call again to speak with a different online agentMs [redacted] may contact our online team again by telephone or email or she may reply directly to the Revdex.com with more specific information about the items missing from her order if she is still seeking a refund for them Unfortunately, we are unable to further assist Ms [redacted] with this issue until we have received the requested information 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] ***
[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
Complaint: [redacted] I am rejecting this response because: Unacceptable, the bank account is closedThe debit card is inactiveA refund can be issued immediatelyI demand that is soAddress the check to Ayiesha [redacted] forthwith Sincere Regards, Ayiesha ***
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]
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]
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]
March 17, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Ike Ezem Dear MsVirghes: We have completed the investigation of MrEzem’s complaint regarding the problems he encountered when he attempted to return a microwave that he purchased online to an outlet store Firstly we would like to apologize for the inconvenience and disappointment that MrEzem may have experiencedWe reviewed his online order and our records indicate that on March 4, the outlet store processed the return and a credit of $was issued to his credit card ending in With that being said, since we have provided MrEzem with his requested resolution, we have closed our case We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
I will accept this closureHowever I will not submit another order when there is no offer of matching price to black friday salesThe offer of $will still bring cost above offer of [redacted] I will not purchase thru Sears again 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, [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
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***
Initial Business Response / [redacted] (1000, 10, 2015/06/23) */ June 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] 's complaint regarding her dissatisfaction with our customer service and failure to provide information or a timelier repair for her lawn mower It is unfortunate that we failed Mrs [redacted] 's expectations when she recently requested a repair from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that Sears provided Mrs [redacted] with a replacement credit of $as an apology for the delay she experiencedMrs [redacted] may visit her local Sears store and provide a states or government issued I.Dand the following authorization code: XXXXXXXXXXXX to receive the aforementioned store credit to use toward a new lawn mowerMrs [redacted] will be responsible for any amount greater than the credit she has been issuedAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Mrs [redacted] will allow us an opportunity to provide her with a better example of the type of service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Mrs [redacted] 's comments and an equitable resolution has been provided We 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) We were given a credit to purchase a new mowerWe would like to have gone else where but will give Sears another try with their product
December 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Amber *** Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding a billing discrepancy We would first like to apologize to Ms [redacted] for the erroneous chargeA check has been issued to reimburse Ms [redacted] for the amount of the error and it should arrive at her home address within 10-business daysIn light of the aforementioned information, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Specialist, Regulatory Complaints Email: [email protected]
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, [redacted] ***
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] ***
Unfortunately, I did not get a screen shot on 1/22/I copied & pasted the ad into my email on 1/22/At that point it was copied as "$THROUGH 1-28-17," but next day it changed to "$THROUGH 1-28-17" on the email I pasted it on the day beforeIt appears that I copied & pasted an image that remained activeWhen I asked reps the next day to check the prior day's price they said prices can change daily and they had no way to check the price it was the day beforeI would still like to proceed as I do have a copy of the text from the live chat person who said, "I absolutely understand how you are feeling right now and to be honest, I would have felt the same." THANKS, [redacted] ***
November 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Christopher B [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a billing discrepancy According to our records, it does appear that there was a processing error and the refund portion for the washer did not reflectWe have since corrected that issue and we apologize for the delay as well as any inconvenience Mr [redacted] may have experienced as a result A review of our receipts reveals that Mr [redacted] received a credit for the $delivery fee on October 4, On that same day there was also a $adjustment provided from the price of his dryer as wellThe new dryer Mr [redacted] selected was priced at $versus the $he had paid previously and minus the $discount mentioned above, the resulting difference due to him would then be $plus $taxAs such, a credit for $was issued once the original item was returned to our warehouseThe discrepancy then is the difference between the washer costs that was not refundedThe old washer was also priced at $599.99, but the new washer sold for $so the difference of $plus tax needed to be issuedA credit for $was issued to Mr [redacted] Visa account on November 7, This credit should reflect in 3-business daysOnce this credit reflects, a total of $will have been issued to Mr [redacted] account and according to our records that is the correct amountHowever, should Mr [redacted] have any remaining concerns, he may contact me at the email address listed below during business hoursIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[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
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
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] ***
September 30, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # - Don [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] 's complaint regarding his dissatisfaction with the problems he encountered with the installation of the range and the delay of his refund for the cancelled order Lauren [redacted] , Store Manager for Store 1056, provided the following response on September 18, 2015: We spoke with Customer Solutions, Installation and Mr [redacted] There was confusion as to what was cancelledWe have issued a refund to the member for the merchandise and the installMr [redacted] is satisfied with the way it was handledThe refund was issued on salescheck# for a total of $1, With 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, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
February 2, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] rebuttal to the response we provided regarding her Sears.com order We have reviewed both sears.com’s response and Ms [redacted] rebuttal, and we do not find that Ms [redacted] has brought any new information to her complaint While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for any missing items until she has provided specific information about which items were missing from the packages she did receive In reference to Ms [redacted] suggestion that our associates were unable to understand her request, or the English language, we can only assure her that while English may not be the first language of some of our associates, all Sears online associates must pass tests to confirm that they are fully capable of understanding our customers and resolving every issue that may arise with any online order We would also again like to mention that our records show that Ms [redacted] contacted our online team only once and did not complete that call or try to call again to speak with a different online agentMs [redacted] may contact our online team again by telephone or email or she may reply directly to the Revdex.com with more specific information about the items missing from her order if she is still seeking a refund for them Unfortunately, we are unable to further assist Ms [redacted] with this issue until we have received the requested information 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] ***
[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
Complaint: [redacted] I am rejecting this response because: Unacceptable, the bank account is closedThe debit card is inactiveA refund can be issued immediatelyI demand that is soAddress the check to Ayiesha [redacted] forthwith Sincere Regards, Ayiesha ***
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]
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]
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]
March 17, Nita Virghes Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # – Ike Ezem Dear MsVirghes: We have completed the investigation of MrEzem’s complaint regarding the problems he encountered when he attempted to return a microwave that he purchased online to an outlet store Firstly we would like to apologize for the inconvenience and disappointment that MrEzem may have experiencedWe reviewed his online order and our records indicate that on March 4, the outlet store processed the return and a credit of $was issued to his credit card ending in With that being said, since we have provided MrEzem with his requested resolution, we have closed our case We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Matilda [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Matilda[redacted] @searshc.com
I will accept this closureHowever I will not submit another order when there is no offer of matching price to black friday salesThe offer of $will still bring cost above offer of [redacted] I will not purchase thru Sears again 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, [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
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***
Initial Business Response / [redacted] (1000, 10, 2015/06/23) */ June 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] - [redacted] Dear Ms [redacted] We have completed the investigation of Mrs [redacted] 's complaint regarding her dissatisfaction with our customer service and failure to provide information or a timelier repair for her lawn mower It is unfortunate that we failed Mrs [redacted] 's expectations when she recently requested a repair from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Mrs [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAs a result of this action, we revealed that Sears provided Mrs [redacted] with a replacement credit of $as an apology for the delay she experiencedMrs [redacted] may visit her local Sears store and provide a states or government issued I.Dand the following authorization code: XXXXXXXXXXXX to receive the aforementioned store credit to use toward a new lawn mowerMrs [redacted] will be responsible for any amount greater than the credit she has been issuedAt this time, we can only reiterate that we truly regret any inconvenience she may have experiencedWe hope that in the future Mrs [redacted] will allow us an opportunity to provide her with a better example of the type of service that we have built our reputation upon, but we would understand if this is not possibleWe respectfully ask to have this matter closed, since we have noted Mrs [redacted] 's comments and an equitable resolution has been provided We 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 XXX-XXX-XXXX X-XXX-XXX-XXXX ExtXXXXX Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) We were given a credit to purchase a new mowerWe would like to have gone else where but will give Sears another try with their product
December 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] Amber *** Dear Ms [redacted] : We have completed the investigation of Ms [redacted] complaint regarding a billing discrepancy We would first like to apologize to Ms [redacted] for the erroneous chargeA check has been issued to reimburse Ms [redacted] for the amount of the error and it should arrive at her home address within 10-business daysIn light of the aforementioned information, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie [redacted] Specialist, Regulatory Complaints Email: [email protected]
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, [redacted] ***
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] ***
Unfortunately, I did not get a screen shot on 1/22/I copied & pasted the ad into my email on 1/22/At that point it was copied as "$THROUGH 1-28-17," but next day it changed to "$THROUGH 1-28-17" on the email I pasted it on the day beforeIt appears that I copied & pasted an image that remained activeWhen I asked reps the next day to check the prior day's price they said prices can change daily and they had no way to check the price it was the day beforeI would still like to proceed as I do have a copy of the text from the live chat person who said, "I absolutely understand how you are feeling right now and to be honest, I would have felt the same." THANKS, [redacted] ***
November 11, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] –Christopher B [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding a billing discrepancy According to our records, it does appear that there was a processing error and the refund portion for the washer did not reflectWe have since corrected that issue and we apologize for the delay as well as any inconvenience Mr [redacted] may have experienced as a result A review of our receipts reveals that Mr [redacted] received a credit for the $delivery fee on October 4, On that same day there was also a $adjustment provided from the price of his dryer as wellThe new dryer Mr [redacted] selected was priced at $versus the $he had paid previously and minus the $discount mentioned above, the resulting difference due to him would then be $plus $taxAs such, a credit for $was issued once the original item was returned to our warehouseThe discrepancy then is the difference between the washer costs that was not refundedThe old washer was also priced at $599.99, but the new washer sold for $so the difference of $plus tax needed to be issuedA credit for $was issued to Mr [redacted] Visa account on November 7, This credit should reflect in 3-business daysOnce this credit reflects, a total of $will have been issued to Mr [redacted] account and according to our records that is the correct amountHowever, should Mr [redacted] have any remaining concerns, he may contact me at the email address listed below during business hoursIn light of the aforementioned information, we respectfully ask that this matter be considered closed Again, 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation (***) [redacted] Tammie[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