September 20, 2016 Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** - Kishan K*** Dear Ms***: We are still in the process of investigating Mr***’s complaint regarding the order placed for furniture and
his request to receive a replacement for a damaged item. We did finally have to reach out to our buyer for assistance with Mr***’s issueWhen our buyer contacted the vendor, they informed us that most of the interaction Mr*** had with them was through their after hours contact center and most of the information had not been passed on to the actual vendorThe buyer now has the vendor involved and they have indicated that they will be reaching out to Mr*** to help resolve his issueWe will provide an update once they have hopefully worked this out 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,Tammie ***Regulatory Complaints SpecialistDirect Line: ***-***-***Email: Tammie.***@searshc.com
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent order
We would first note that his order might was placed through one of our Marketplace vendors, *** ***As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersEach vendor has their own return policy notedA consumer may verify each seller’s return policies prior to making their order if they wish on the site by clicking on the seller’s informationWhen we spoke with *** ***, this was their reply: “As per our policy cancellation is not guaranteed, if the customer wishes to cancel the order he /she has to contact before the order is shipped or in the process of shippingIn case the item is shipped out it cannot be cancelled, which is the case hereOrder was already shipped out and the customer was informed about the sameMoreover the customer had refused the delivery, which also incurs more chargeWe never ask our customers to refuse the delivery at any costHence, a 15% restocking fees and reshipping charges were charged.” Despite the aforementioned information, we were able to have them credit the restocking fee of $as a courtesyHowever, the shipping fees will not be refunded as their policy also notes: “Delivery, labor and/or installation fees cannot be refunded.” As such, we are not able to grant Mr*** request or provide any further assistance; therefore, we respectfully as 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, *** *** Specialist, Regulatory Complaints Email: ***
May 15, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr***’ complaint regarding the bill he received stemming from a
scheduled appointment to repair his microwave. As clarification, for most of our appliance repair we offer a diagnostic fee anywhere from $to about $to come to the home and provide an estimateIf the estimate is accepted then it includes the fee to diagnose and if it is declined, then only the diagnostic fee is owedThe one exception to this pricing structure is buimicrowave repairsWe do not repair counter-top microwaves at all and for ones that are built-in, most of the time our estimates are declined because the cost to repair is generally more than the cost of the unit, though not always, and certainly not when figuring out replacement installation chargesHowever, to help discourage those that will not be interested in spending very much on a repair, we charge a flat rate labor fee of $plus parts for any buimicrowave repairSo even if the repair is declined, the consumer would still owe the minimum fee of $That fee is the average fee that we previously charged for labor and again, usually only people seriously interested in pursuing a repair to the microwave schedule a repairIn Mr***’ case, he appears to have been unaware of this fee, whether through a misunderstanding at the time he scheduled or because incorrect information was providedRegardless of whether it was his fault or ours, as a one-time courtesy we have stopped the billing since no actual repair was provided and we are not even sure if a diagnoses was givenIf Mr*** receives any further correspondence regarding this debt that is dated after today, he is welcome to contact me via email at *** or via phone at ***We would also note that our billing is not reported to any of the three main credit bureaus so it would not have had any impact on his credit historyWith that said, since we have now stopped the billing, we have closed our case. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
Revdex.com:
Although I have multiple pieces of paper work stating that we purchased the “master protection agreeent” that did entitle us to the $credit and we did have to contact the *** *** ** ** *** *** to get this resolved, I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Cydney D***
January 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to our previous response It appears that the technician closed the service order out incorrectly. He states that when he arrived at Mr*** home around 2:00pm, no one was home. He called the telephone number on record and no one answeredHe subsequently called the alternate number and a woman answered; the technician thought it was Mr*** mother. He explained that she began yelling at him and she refused to let him in the home to complete the repair. After waiting minutes, he left. The technician should not have closed he service order as completed; he will be coached by his Technical Manager. With that said, the service unit is trying to reach Mr*** to schedule an appointment to complete the repair under the service bulletin. This is the only accommodation we will be providing Mr***. In the interim, since we are willing to provide the aforementioned repair, which is a fair resolution, we have closed our file Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:They may have closed their file, but as far as I’m concerned, this grievance is still very much an open issueThe narrative is important hereMy decision to purchase a new refrigerator was based on the following three things: 1. The water dispenser on my old refrigerator was broken2. The refrigerator itself was over ten years old.3. I wanted to upgrade to a stainless steel refrigerator.I then proceeded to research various refrigerators and ultimately decided to purchase, based on a combination of the price and product reviews, the Kenmore fridge in questionI feel like I did all I could do in researching the product, and I had the very reasonable expectation that the new fridge would perform, at a minimum, as well as the old oneUnfortunately, due to the way things unfolded, it took me longer than the Sears return window to discover the problemThat part of the story unfolded as follows:1. Using the bottom drawer to store my raw meat, as I have always done (and as is recommended by everyone from the government to universities to food-related websites), I had a pack of chicken thighs go bad after just a couple of daysI’d had some bad luck in the recent past with raw meat that was already spoiled, and so I chalked it up to another instance of that.2. In a subsequent grocery trip, I stored a beef roast in the same drawerThe roast was well within its use or freeze by date, and had no signs of discoloration or anything else that would point to it being spoiledAnd yet when I took it out to cook a few days later, it was spoiledAt this point the first suspicion of the fridge malfunctioning crept into my mindI checked the fridge’s temperature setting just in case it was accidentally set too high (it was at the recommended degrees), and decided to proceed with caution.3. In the following weeks I had no raw meat to store and no other products in any other parts of the fridge bore any obvious signs of having spoiledIn other words, the fridge appeared to be working fine.4. When I eventually had more raw meat to store, it too went bad within the space of perhaps 2-daysIt was at this point that I decided to purchase a fridge thermometerIt consistently showed the bottom drawer to be over degrees (at the highest), while the rest of the fridge was exactly where it was supposed to be (around degrees)I then adjusted the fridge’s temperature down in an attempt to get the bottom drawer below degreesThis resulted in the fridge getting too cold in the other sections and I had several food items freeze5. Finally, I contacted Sears.Sears then sent out a technician who informed me that the fridge worked as expected and that I had it set too coldHe adjusted it back up to and went on his wayI then contacted Sears againBeing dissatisfied with the product, I asked to exchange it for another, more expensive fridgeThey refused, stating that they have a strict day return policyThis prompted me to ask to speak to someone who could help me, and three hours later, after one of the worst customer service experiences I’ve ever had, they agreed to send out another technicianThis guy said the same thing, and so I sent two separate emails to Sears expressing my dissatisfaction and requesting a solutionAfter both of those emails went unanswered, I contacted the Revdex.comSears decided to respond to that however, and a third technician was dispatchedThis technician took temperatures of and degrees (I saw the readings myself) and proceeded to tell me that I shouldn’t store raw meat in my fridge at all, and that I should just sell it to be safe (because I have children) because Sears will not budge off their no returns after days stanceHe also explained how, due to the design, the drawer in question would never be as cold as desiredSears considered it case closed after this point, but after I responded by highlighting the aforementioned temperatures (which the technician declined to record for some reason) Sears decided to send out yet another technician to confirm those readingsThis appointment was then cancelled by the technician at the last minute, and I ended up missing half a day of work for nothingThe appointment was rescheduled, and when that technician finally showed up, he recorded a high of degreesSears then informed me that essentially, degrees is fine, and that the case, once and for all, is truly closedThis is unacceptable and frankly, shockingIt is common knowledge that a temperature above degrees is considered dangerous, and that from a food safety perspective, raw meat should not be stored above any other food in order to avoid potential dripping and therefore contamination of anything underneath itA quick *** search reinforces thisThe *** states that between and degrees bacteria grow most rapidly and that this is known as the “danger zone”The *** ** *** recommends storing raw meat at the bottom of your fridge to avoid cross-contaminationThe list goes onAnd yet Sears is saying that temperatures over are acceptableIt is not acceptable however, and because I can’t get the bottom drawer below degrees without freezing the rest of the fridge, Sears is also saying, essentially, that I should store raw meat in an unsafe manner higher up in the fridgeThis is ridiculousAll I wanted was a working refrigeratorI was even willing to give them more money to get a more expensive oneInstead I got treated poorly and was left with a refrigerator that I’m unable to use to safely store raw meatIn fact, the bottom drawer is completely unusable for anything, as a fridge should be degrees and under everywhereWhat exactly should I use the bottom drawer for then? For storing food that doesn’t need to be refrigerated? In what bizarro universe is this ok?
Sincerely,
*** ***
April 28,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Ms* *** complaint regarding her vacuum cleaner
In Ms* ***
complaint, the phone number she provided, *** is to her work place, *** *** High SchoolAlthough we were able to find a profile for Ms*** under this number we were not able to find a service order for her vacuum cleanerMore information is needed for me to be able to assist herI have called her work multiple times but have not been able to leave a message due to the receptionist would not take one and as of today, April 28, I was informed she has been out ill with no known return date
We are unable to resolve Ms* *** issue until we are able to speak to herIf she still requires assistance, she can contact me at *** for further assistanceIn the interim, we will consider Ms* *** matter closed, pending her response
We apologize to Ms*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
***
December 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding the
non-receipt of a refund for a returned part It is unfortunate that we failed Mr*** expectations when he purchased a part from Parts Direct that he subsequently returned. We value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted *** *** with Parts Direct for assistance. Ms*** responded that their system showed that the refund had been processed on November 21, 2016. With that said, as a one-time customer courtesy, Ms*** reprocessed the refund to Mr*** *** account on December 19, 2016. Mr*** should see a credit for $post to his account in the next five to seven business days. If Mr*** has any further questions regarding his refund, he may reach Ms*** at *** *** In the interim, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint:
I am rejecting this response because:I use online shopping on a regular basis and never experienced the obsure third party sales such as that at Sears.comI hold that the Sears should not relinquish responsibility once they take folks moneySears is slowing going down the drain and perhaps service like this contributes to their declineSo be itIn any event, I will stay with Amazon.com for my online purchases.Thanks to the Revdex.com for assisting in obtaining an RMA for this item.
Sincerely,
James ***
September 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * Gayla S***
Dear *** ***
We have completed the investigation of MsS*** complaint regarding her dissatisfaction that the washer failed too
soon and her request for a refund
We apologize that MsS*** washer failed to meet her expectationsThe 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 when the product is only a few months oldAccording to our records, the washer was purchased on April 26, and she reported the problem with the washer on August 7, Since the washer failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repairOur technician attempted to service the washer on August 8, but MsS*** requested to rescheduleOn August 14, our technician returned and replaced the agitator and noted that the unit is operationalWith that being said, since we have addressed the issue brought forth in MsS*** complaint, we have closed our file
We apologize to MsS*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
August 31,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94*** - Tracy *** ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the multiple
repairs on her refrigerator and her request for a replacement
Our records indicate that Ms*** has been working with Lindsey ***, Case Manager with our Executive Member Support TeamDue to the service history, Ms*** was issued the authorization for a replacement refrigeratorThe refrigerator was ordered on August 28, and has an expected delivery date of September 2, Once the replacement refrigerator is delivered, the protection agreement she purchased will be automatically transferredIn the interim, since we provided Ms*** with her requested resolution, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
They did not resolve the issueI wasted months in phone calls ,being on hold and being told they had the box and would return itThey never returned my calls as they said they wouldI also feel they could have replaced the box with a new oneI have never dealt with so many agreeable people in my life who did not do what they said they wouldGuess the company trains the people to agree with customers no matter what they sayI will not waste anymore time with these people
Complaint: ***
I am rejecting this response because: When I advised Sears that I had a responsible contractor I trust to fix the cabinet, she said she would check to see if they would reimburse the $ I am still waiting on a response
Sincerely,
*** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***1, and find that this resolution is satisfactory to me
Sincerely,
Lily ***
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her dissatisfaction with our customer
service and non-receipt of a refund for her kmart.com layaway order It is unfortunate that we failed *** *** expectations when she recently used Kmart layaway servicesWe 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. Additionally, we have confirmed that we issued a refund of $to *** *** *** ending in *** on December 4, 2015. She also received separate credits of $to the same account, resulting in what appears to be an over credit of $50.00. At this time, we can only reiterate that we truly regret any inconvenience she 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 *** *** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Complaint: ***
I am rejecting this response because: No one should be without a refrigerator for two and a half monthsSears appliance repair was slow on attempting to making repairs, after each repair was attempted they told me the next available appointment was in another weekIts unacceptable to allow a customer to take days off from work expecting a repair or delivery only to be notified that day that they were unable to make itI am seeking legal help Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms* ***
First of all I want to say thank you for Revdex.com because without your help I believe this would never would have gotten resolvedSoon after you contacted sears, they were more than willing to finally honor their warranty contract with meThey did offer to exchange the broken vacuum cleaner with a new one like they saidI did in fact return the broken vacuum cleaner to the sears in Brockton, MA for the new one without any problemsThe representative at sears then followed up with a phone call to make sure I was happy, to which I replied I wasBefore I contacted the Revdex.com, sears seemed to be disorganized and unable or, in times unwilling to helpThanks again to the Revdex.com for protecting the rights of the customers and keeping businesses honest
I will be always grateful for your help
Complaint: ***
I am rejecting this response because: I was told by Sears Outlet personal, (Dear *** Thank you for shopping at Searsoutlet.com! We have received your request to return your merchandiseWe have notified Sears Outlet store *** They will be in contact with you soon to arrange a pickupWe will process your refund after we have been notified that the merchandise has been picked up from your homeWe apologize for the delay and any inconvenience this may have caused you. http:*** Thank you, ***Sears Outlet Offline Team*** That a Refund would be processedThe Range was picked up on 4/10/The Refund is $Still waiting on this Refund
Sincerely,
*** ***
August 25, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Anna Marie *** - # *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding her dryer First, we would
like to apologize to Ms*** for any inconvenience and frustration she may have experienced with Sears Home Services. Although Ms***’ dryer was not deemed un-repairable, our office has authorized a replacement for Ms*** under her Service Smart Agreement (SSA). Per the terms of the SSA, the maximum allowable amount towards a replacement is $500.00, which is what has been authorized for Ms***. She is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (404) 683-***, to verify the replacement authorization. The new dryer will be delivered at no charge and the old unit removed Additionally, as a goodwill gesture, we have processed a laundry reimbursement check for $75.00, which should be received within the next two weeksLastly, the remaining SSA coverage will transfer to the new dryer upon delivery and run concurrently with the one-year manufacturer’s warrantyWith that said, since an equitable resolution is being provided for Ms***, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
September 20, 2016 Nita ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: #*** - Kishan K*** Dear Ms***: We are still in the process of investigating Mr***’s complaint regarding the order placed for furniture and
his request to receive a replacement for a damaged item. We did finally have to reach out to our buyer for assistance with Mr***’s issueWhen our buyer contacted the vendor, they informed us that most of the interaction Mr*** had with them was through their after hours contact center and most of the information had not been passed on to the actual vendorThe buyer now has the vendor involved and they have indicated that they will be reaching out to Mr*** to help resolve his issueWe will provide an update once they have hopefully worked this out 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,Tammie ***Regulatory Complaints SpecialistDirect Line: ***-***-***Email: Tammie.***@searshc.com
December 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a recent order
We would first note that his order might was placed through one of our Marketplace vendors, *** ***As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersEach vendor has their own return policy notedA consumer may verify each seller’s return policies prior to making their order if they wish on the site by clicking on the seller’s informationWhen we spoke with *** ***, this was their reply: “As per our policy cancellation is not guaranteed, if the customer wishes to cancel the order he /she has to contact before the order is shipped or in the process of shippingIn case the item is shipped out it cannot be cancelled, which is the case hereOrder was already shipped out and the customer was informed about the sameMoreover the customer had refused the delivery, which also incurs more chargeWe never ask our customers to refuse the delivery at any costHence, a 15% restocking fees and reshipping charges were charged.” Despite the aforementioned information, we were able to have them credit the restocking fee of $as a courtesyHowever, the shipping fees will not be refunded as their policy also notes: “Delivery, labor and/or installation fees cannot be refunded.” As such, we are not able to grant Mr*** request or provide any further assistance; therefore, we respectfully as 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, *** *** Specialist, Regulatory Complaints Email: ***
May 15, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** *** Dear Ms*** We have completed the investigation of Mr***’ complaint regarding the bill he received stemming from a
scheduled appointment to repair his microwave. As clarification, for most of our appliance repair we offer a diagnostic fee anywhere from $to about $to come to the home and provide an estimateIf the estimate is accepted then it includes the fee to diagnose and if it is declined, then only the diagnostic fee is owedThe one exception to this pricing structure is buimicrowave repairsWe do not repair counter-top microwaves at all and for ones that are built-in, most of the time our estimates are declined because the cost to repair is generally more than the cost of the unit, though not always, and certainly not when figuring out replacement installation chargesHowever, to help discourage those that will not be interested in spending very much on a repair, we charge a flat rate labor fee of $plus parts for any buimicrowave repairSo even if the repair is declined, the consumer would still owe the minimum fee of $That fee is the average fee that we previously charged for labor and again, usually only people seriously interested in pursuing a repair to the microwave schedule a repairIn Mr***’ case, he appears to have been unaware of this fee, whether through a misunderstanding at the time he scheduled or because incorrect information was providedRegardless of whether it was his fault or ours, as a one-time courtesy we have stopped the billing since no actual repair was provided and we are not even sure if a diagnoses was givenIf Mr*** receives any further correspondence regarding this debt that is dated after today, he is welcome to contact me via email at *** or via phone at ***We would also note that our billing is not reported to any of the three main credit bureaus so it would not have had any impact on his credit historyWith that said, since we have now stopped the billing, we have closed our case. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,*** ***Team Manager, Regulatory ComplaintsDirect Line: ***Email: ***
Revdex.com:
Although I have multiple pieces of paper work stating that we purchased the “master protection agreeent” that did entitle us to the $credit and we did have to contact the *** *** ** ** *** *** to get this resolved, I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Cydney D***
January 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** rebuttal to our previous response It appears that the technician closed the service order out incorrectly. He states that when he arrived at Mr*** home around 2:00pm, no one was home. He called the telephone number on record and no one answeredHe subsequently called the alternate number and a woman answered; the technician thought it was Mr*** mother. He explained that she began yelling at him and she refused to let him in the home to complete the repair. After waiting minutes, he left. The technician should not have closed he service order as completed; he will be coached by his Technical Manager. With that said, the service unit is trying to reach Mr*** to schedule an appointment to complete the repair under the service bulletin. This is the only accommodation we will be providing Mr***. In the interim, since we are willing to provide the aforementioned repair, which is a fair resolution, we have closed our file Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:They may have closed their file, but as far as I’m concerned, this grievance is still very much an open issueThe narrative is important hereMy decision to purchase a new refrigerator was based on the following three things: 1. The water dispenser on my old refrigerator was broken2. The refrigerator itself was over ten years old.3. I wanted to upgrade to a stainless steel refrigerator.I then proceeded to research various refrigerators and ultimately decided to purchase, based on a combination of the price and product reviews, the Kenmore fridge in questionI feel like I did all I could do in researching the product, and I had the very reasonable expectation that the new fridge would perform, at a minimum, as well as the old oneUnfortunately, due to the way things unfolded, it took me longer than the Sears return window to discover the problemThat part of the story unfolded as follows:1. Using the bottom drawer to store my raw meat, as I have always done (and as is recommended by everyone from the government to universities to food-related websites), I had a pack of chicken thighs go bad after just a couple of daysI’d had some bad luck in the recent past with raw meat that was already spoiled, and so I chalked it up to another instance of that.2. In a subsequent grocery trip, I stored a beef roast in the same drawerThe roast was well within its use or freeze by date, and had no signs of discoloration or anything else that would point to it being spoiledAnd yet when I took it out to cook a few days later, it was spoiledAt this point the first suspicion of the fridge malfunctioning crept into my mindI checked the fridge’s temperature setting just in case it was accidentally set too high (it was at the recommended degrees), and decided to proceed with caution.3. In the following weeks I had no raw meat to store and no other products in any other parts of the fridge bore any obvious signs of having spoiledIn other words, the fridge appeared to be working fine.4. When I eventually had more raw meat to store, it too went bad within the space of perhaps 2-daysIt was at this point that I decided to purchase a fridge thermometerIt consistently showed the bottom drawer to be over degrees (at the highest), while the rest of the fridge was exactly where it was supposed to be (around degrees)I then adjusted the fridge’s temperature down in an attempt to get the bottom drawer below degreesThis resulted in the fridge getting too cold in the other sections and I had several food items freeze5. Finally, I contacted Sears.Sears then sent out a technician who informed me that the fridge worked as expected and that I had it set too coldHe adjusted it back up to and went on his wayI then contacted Sears againBeing dissatisfied with the product, I asked to exchange it for another, more expensive fridgeThey refused, stating that they have a strict day return policyThis prompted me to ask to speak to someone who could help me, and three hours later, after one of the worst customer service experiences I’ve ever had, they agreed to send out another technicianThis guy said the same thing, and so I sent two separate emails to Sears expressing my dissatisfaction and requesting a solutionAfter both of those emails went unanswered, I contacted the Revdex.comSears decided to respond to that however, and a third technician was dispatchedThis technician took temperatures of and degrees (I saw the readings myself) and proceeded to tell me that I shouldn’t store raw meat in my fridge at all, and that I should just sell it to be safe (because I have children) because Sears will not budge off their no returns after days stanceHe also explained how, due to the design, the drawer in question would never be as cold as desiredSears considered it case closed after this point, but after I responded by highlighting the aforementioned temperatures (which the technician declined to record for some reason) Sears decided to send out yet another technician to confirm those readingsThis appointment was then cancelled by the technician at the last minute, and I ended up missing half a day of work for nothingThe appointment was rescheduled, and when that technician finally showed up, he recorded a high of degreesSears then informed me that essentially, degrees is fine, and that the case, once and for all, is truly closedThis is unacceptable and frankly, shockingIt is common knowledge that a temperature above degrees is considered dangerous, and that from a food safety perspective, raw meat should not be stored above any other food in order to avoid potential dripping and therefore contamination of anything underneath itA quick *** search reinforces thisThe *** states that between and degrees bacteria grow most rapidly and that this is known as the “danger zone”The *** ** *** recommends storing raw meat at the bottom of your fridge to avoid cross-contaminationThe list goes onAnd yet Sears is saying that temperatures over are acceptableIt is not acceptable however, and because I can’t get the bottom drawer below degrees without freezing the rest of the fridge, Sears is also saying, essentially, that I should store raw meat in an unsafe manner higher up in the fridgeThis is ridiculousAll I wanted was a working refrigeratorI was even willing to give them more money to get a more expensive oneInstead I got treated poorly and was left with a refrigerator that I’m unable to use to safely store raw meatIn fact, the bottom drawer is completely unusable for anything, as a fridge should be degrees and under everywhereWhat exactly should I use the bottom drawer for then? For storing food that doesn’t need to be refrigerated? In what bizarro universe is this ok?
Sincerely,
*** ***
April 28,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Ms* *** complaint regarding her vacuum cleaner
In Ms* ***
complaint, the phone number she provided, *** is to her work place, *** *** High SchoolAlthough we were able to find a profile for Ms*** under this number we were not able to find a service order for her vacuum cleanerMore information is needed for me to be able to assist herI have called her work multiple times but have not been able to leave a message due to the receptionist would not take one and as of today, April 28, I was informed she has been out ill with no known return date
We are unable to resolve Ms* *** issue until we are able to speak to herIf she still requires assistance, she can contact me at *** for further assistanceIn the interim, we will consider Ms* *** matter closed, pending her response
We apologize to Ms*** for this issue and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ** ***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
***
December 20, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding the
non-receipt of a refund for a returned part It is unfortunate that we failed Mr*** expectations when he purchased a part from Parts Direct that he subsequently returned. We value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted *** *** with Parts Direct for assistance. Ms*** responded that their system showed that the refund had been processed on November 21, 2016. With that said, as a one-time customer courtesy, Ms*** reprocessed the refund to Mr*** *** account on December 19, 2016. Mr*** should see a credit for $post to his account in the next five to seven business days. If Mr*** has any further questions regarding his refund, he may reach Ms*** at *** *** In the interim, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint:
I am rejecting this response because:I use online shopping on a regular basis and never experienced the obsure third party sales such as that at Sears.comI hold that the Sears should not relinquish responsibility once they take folks moneySears is slowing going down the drain and perhaps service like this contributes to their declineSo be itIn any event, I will stay with Amazon.com for my online purchases.Thanks to the Revdex.com for assisting in obtaining an RMA for this item.
Sincerely,
James ***
Complaint: ***
I am rejecting this response because:
Sincerely,
Frank ***
September 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * Gayla S***
Dear *** ***
We have completed the investigation of MsS*** complaint regarding her dissatisfaction that the washer failed too
soon and her request for a refund
We apologize that MsS*** washer failed to meet her expectationsThe 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 when the product is only a few months oldAccording to our records, the washer was purchased on April 26, and she reported the problem with the washer on August 7, Since the washer failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for repairOur technician attempted to service the washer on August 8, but MsS*** requested to rescheduleOn August 14, our technician returned and replaced the agitator and noted that the unit is operationalWith that being said, since we have addressed the issue brought forth in MsS*** complaint, we have closed our file
We apologize to MsS*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda S*** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
August 31,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 94*** - Tracy *** ***
Dear Ms***:
We have completed the investigation of Ms*** complaint regarding her dissatisfaction with the multiple
repairs on her refrigerator and her request for a replacement
Our records indicate that Ms*** has been working with Lindsey ***, Case Manager with our Executive Member Support TeamDue to the service history, Ms*** was issued the authorization for a replacement refrigeratorThe refrigerator was ordered on August 28, and has an expected delivery date of September 2, Once the replacement refrigerator is delivered, the protection agreement she purchased will be automatically transferredIn the interim, since we provided Ms*** with her requested resolution, we have closed our file
Again, we apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Matilda ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-*** direct
Matilda.***@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
They did not resolve the issueI wasted months in phone calls ,being on hold and being told they had the box and would return itThey never returned my calls as they said they wouldI also feel they could have replaced the box with a new oneI have never dealt with so many agreeable people in my life who did not do what they said they wouldGuess the company trains the people to agree with customers no matter what they sayI will not waste anymore time with these people
Complaint: ***
I am rejecting this response because: When I advised Sears that I had a responsible contractor I trust to fix the cabinet, she said she would check to see if they would reimburse the $ I am still waiting on a response
Sincerely,
*** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***1, and find that this resolution is satisfactory to me
Sincerely,
Lily ***
December 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her dissatisfaction with our customer
service and non-receipt of a refund for her kmart.com layaway order It is unfortunate that we failed *** *** expectations when she recently used Kmart layaway servicesWe 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. Additionally, we have confirmed that we issued a refund of $to *** *** *** ending in *** on December 4, 2015. She also received separate credits of $to the same account, resulting in what appears to be an over credit of $50.00. At this time, we can only reiterate that we truly regret any inconvenience she 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 *** *** comments and an equitable resolution has been provided We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***
Complaint: ***
I am rejecting this response because: No one should be without a refrigerator for two and a half monthsSears appliance repair was slow on attempting to making repairs, after each repair was attempted they told me the next available appointment was in another weekIts unacceptable to allow a customer to take days off from work expecting a repair or delivery only to be notified that day that they were unable to make itI am seeking legal help Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms* ***
First of all I want to say thank you for Revdex.com because without your help I believe this would never would have gotten resolvedSoon after you contacted sears, they were more than willing to finally honor their warranty contract with meThey did offer to exchange the broken vacuum cleaner with a new one like they saidI did in fact return the broken vacuum cleaner to the sears in Brockton, MA for the new one without any problemsThe representative at sears then followed up with a phone call to make sure I was happy, to which I replied I wasBefore I contacted the Revdex.com, sears seemed to be disorganized and unable or, in times unwilling to helpThanks again to the Revdex.com for protecting the rights of the customers and keeping businesses honest
I will be always grateful for your help
Complaint: ***
I am rejecting this response because: I was told by Sears Outlet personal, (Dear *** Thank you for shopping at Searsoutlet.com! We have received your request to return your merchandiseWe have notified Sears Outlet store *** They will be in contact with you soon to arrange a pickupWe will process your refund after we have been notified that the merchandise has been picked up from your homeWe apologize for the delay and any inconvenience this may have caused you. http:*** Thank you, ***Sears Outlet Offline Team*** That a Refund would be processedThe Range was picked up on 4/10/The Refund is $Still waiting on this Refund
Sincerely,
*** ***
August 25, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Anna Marie *** - # *** Dear Ms***: We have completed the investigation of Ms***’ complaint regarding her dryer First, we would
like to apologize to Ms*** for any inconvenience and frustration she may have experienced with Sears Home Services. Although Ms***’ dryer was not deemed un-repairable, our office has authorized a replacement for Ms*** under her Service Smart Agreement (SSA). Per the terms of the SSA, the maximum allowable amount towards a replacement is $500.00, which is what has been authorized for Ms***. She is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms*** will need to provide the telephone number on record, (404) 683-***, to verify the replacement authorization. The new dryer will be delivered at no charge and the old unit removed Additionally, as a goodwill gesture, we have processed a laundry reimbursement check for $75.00, which should be received within the next two weeksLastly, the remaining SSA coverage will transfer to the new dryer upon delivery and run concurrently with the one-year manufacturer’s warrantyWith that said, since an equitable resolution is being provided for Ms***, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist