Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI am only accepting because I have no other choice, it was not a price that was wrong it was an entire ITEM, you don't post a picture of one item and send something 100% different! That is wrong, and stop blaming *** * **, and stop blaming who ever put the picture on YOUR website, It was the same megaphone pictured with the SAME description on KMART, SEARS, and *** * **It is typical bait and switch nothing else about itI didn't even want that little tiny toy I threw it away like the *** * ** employee told me I could! You're Kmart website is not clear about being a Market place, At least when I shop on Amazon I KNOW it's a market place, I know who is selling the product and who is fulfilling (shipping) the product from the very second I look at an item, to the very end of the ordering processTake tips from them! that's why they'll be around a lot longer than you!
Sincerely,
*** ***
July 6,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the delay in the refund process for the
return of the parts she ordered
Upon receipt of Ms*** complaint we reached out to *** ***, Customer Advocate for Parts Direct, to assist with her concernMs*** investigated and tracked the *** returnsShe confirmed that the items were received at our warehouseMs*** confirmed her mailing address and on June 30, we issued Ms*** a refund check for $Ms*** should receive the check within 10-business daysWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
May 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that the washer failed too soon
and his request for an exchange
We apologize that Mr*** washer failed to meet his 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 oldMr*** mentioned in his complaint that the washer was delivered on January 5, and he reported the problem with the washer on April 23, Since the washer failed after our 30-day hassle-free exchange/return period, the washer is covered by the manufacturer’s one year warranty for parts and labor for repairOn April 26, our technician assessed the washer and ordered a control board; he returned on May 15, to install the partRegrettably, the washer continued to have a problem and on May 19, our technician ordered additional partsService is currently scheduled for May 25, to install the parts to complete the repair
We contacted Mr*** in regards to his concerns and offered to monitor the repair scheduled for May 25, We assured Mr*** that the washer would be repaired on May 25, or we would offer a warranty exchangeWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask this case be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
However, it is unfortunate that this ongoing problem and lack of communications from Sears, at many levels led to the need to contact the Revdex.com.
Sincerely,
Jerry B***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a garage door opener purchased from SearsPrior to filing his
complaint with the Revdex.com, *** *** was connected with *** *** from our Executive Member Support officeNotes from her case indicate that on Monday, April 11, 2016, the Sears in Provo exchanged the garage door opener for *** ***We truly apologize for the issues noted in *** *** complaintSince *** *** has exchanged his garage door opener, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: *** - Kyle ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding the delay in receiving his purchased appliance
It is
unfortunate that we failed Mr***'s delivery date that was provided to him at the time of purchaseWe value Mr***'s patronage and understand how the series of events noted in his complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted
Due to the concerns brought forth in Mr***'s complaint, we contacted him on July to confirm the delivery that was done on July Unfortunately Mr*** did not was to discuss his case furtherWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation on but understand if this not possibleSince the delivery of Mr***'s purchase appliance has been completed, we have closed our files
We apologize to Mr*** 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,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-***
i***@searshc.com
October 15,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - Vickie ***
Dear Ms***:
We have been unable to complete the investigation of Ms***'s complaintThe correspondence you provided us with did not
include enough identifying information to locate the order history mentioned in Ms***'s complaintWe asked that Ms*** provide the telephone number that she used when she purchased her appliance so that we may retrieve the order historySince we do not have enough information to facilitate a resolution, we will need to close this issue pending the receipt of more identifying information for Ms***At that time, we would be pleased to re-open and investigate Ms***'s complaint
We apologize to Ms*** for this issue and we appreciate the opportunity to review this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct ***
i***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** **
Complaint: ***
I am rejecting this response because:Sears has tried and failed twice to repair the problem with my refrigeratorOn 9/14/Sears came to fix my refrigerator, and they were unable to repair it and fix the problemSears came again on 9/20/and again was not able to repair the refrigerator and fix the problemThey are scheduled to come again on 9/29/If they cannot repair the refrigerator they need to replace it
Sincerely,
Francis ***
June 22, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We have completed the investigation of MrT*** complaint regarding his dissatisfaction at being denied a
covered repair or replacement after his tractor caught on fire. We would first like to note that MrT*** warranty only covers repairs due to a defect in material or workmanship, and a replacement would not be an option unless the mower was un-repairable or parts were no longer available. Additionally, it is important to understand that there can be many reasons to account for small fires or smoke when operating a tractor and most have nothing to do with a defect in the tractor. The mower, like most equipment, can be dangerous if not operated in accordance to the manufacturer’s recommendations and safety warnings that are outlined in the owner’s manual. This manual should be reviewed in full by the operator before using the mower. In examining MrT*** tractor, we could find no sign of a defect or problem in the fuel line that would indicate that it had a safety problem beyond the scope of the published warnings. MrT*** asks how debris could be avoided on the deckThe issue is when the grass gets particularly high and/or dry it can create a safety issueCutting at a higher level and then doing a second cut can help cut down on some of the debris and the risk of fireAdditionally not stopping for long when the hot engine is poised over dried leaves and grass can also help avoid firesWhile we cannot unequivocally establish how or why the fire might have originated, again, we could find no indicators that it was a result of a defect. Regardless of this, and per our process, we did report the incident to the *** *** *** *** since both they and Sears compile this information to determine if a safety issue outside the parameters of the safety warnings exists. With that said, since we did not find that a defect led to any failure, the repair or replacement was not covered since the warranty does not cover accidental damageSince this finding has not changed since November of when we informed MrT*** of the same, we have closed our file.We apologize to MrT*** 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: ***
August 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** *** * * *** Dear *** *** We have completed our investigation of Mrand MrsA*** complaint regarding their range
repair It is regrettable that we failed Mrand MrsA*** expectations when they recently contacted Sears Home Services to repair their rangeWe value the A***’ patronage, but we can understand how the series of events noted within their complaint may have exacerbated their frustrationsWe sincerely apologize to Mrand MrsA*** for any inconvenience we may have caused Upon receiving the A*** complaint, we contacted the local service unit for assistance. Ethel G*** with unit *** responded that she spoke with MrsA*** and a resolution was reached. MrsA*** was offered and accepted a refund of $386.56. A refund request was subsequently submitted on August 4, 2017, so the A*** should receive a check in the next five to seven days business days. With that said, since we have documented Mrand MrsA*** concerns and we have processed the agreed upon refund, we ask that this matter be closed Again, we apologize to Mrand MrsA*** and we appreciate the opportunity to address this matter Sincerely, M*** L*** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have not fully completed our investigation of Mr*** complaint regarding his Sears Home Warranty We apologize for
the delay in responding to this complaint. We forwarded this matter to *** *** who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr*** have any questions, she may contact me directly at *** We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
June 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his tool chest
We have arranged for one of the part Mr*** mentions (the kit containing the screws) to be sent to his home address free of chargeThis kit should arrive by June 29, We apologize for any inconvenience Mr*** may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** ** Dear Ms*** We have completed our investigation of Ms*** complaint regarding Sears Duct Cleaning It is
regrettable that we failed Ms*** expectations in regard to the recent duct service she receivedWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we forwarded the matter to the local office to review. Ms*** was subsequently contacted by the local office and a follappointment was scheduled for June 23, 2017, to address the leak. A technician was able to find the source of the leak and correct the problem. With that said, since it is our understanding that Ms*** is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:I have spent approximately $20,on appliances, tools, electronics, etcat Sears over the past years I am greatly disappointed that Sears is refusing to apply the cost of repair to a future extended policy I think it's bad public relations not to work with a customer of years My family would still like to continue and shop at Sears and whether it was the 13th or 16th is really missing the point My washer has been repaired times in the past years that we owned it That should be considered a lemon and it was purchased at Sears The inconvenience not to mention the additional cost paid that I had to go through keeping a $washer working is disappointing You would think that Sears would be a little more understanding and accommodating.I'm more disappointed about the customer service that I received when I called and the unwillingness to work with a long time customer It's sad that I had to file a Revdex.com complaint and what makes it worse is the quick dismissal of my Revdex.com complaint as in your response My grandmother was a Sears employee in Chicago when I was growing up in the 1980's Sears prided itself at that time with excellent customer service IAs a resolution, I am asking that the repair cost be applied to a year warranty extension in which I would pay the remaining balance of
Sincerely,
*** ***
September 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of MrJ*** complaint regarding his recent online order
experience and request the remaining refund Chris L*** Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed MrJ*** expectations can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we confirmed that the remaining refund of $was issued in the form of a check to the primary name listed on the original receipt which was Guadalupe T***Additionally, we hope that in the future MrJ*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponSince we have confirmed that the refund check has been received, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
February 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation Ms*** complaint regarding her washer
and her request for a free repair or a replacement Ms* *** purchased her refrigerator on October 31, 2015, and accepted delivery of the unit on November 2, 2015; the one-year manufacturer’s warranty that provides for a covered repair expired on November 2, 2016, and Ms*** did not purchase an extended warranty. Furthermore, a review of Ms*** service history shows she has only had two minor repairs since she purchased the washer. On December 1, 2015, the door hinge was replaced and on January 5, 2016, the technician replaced the door latch; both repairs were completed over a year ago. Furthermore, these parts could have failed because too much pressure was being applied to the door; such as leaning on the door when loading the washer or removing clothing from the washer While we empathize with Ms***, she did not purchase an extended warranty for her washer when her warranty expired. It would be unfair to our other consumers who have an in-warranty product or carry extended coverage, to provide Ms*** with the same benefits a warranty or protection agreement offers, such as a covered repair or a replacementSince it is Sears’ goal is to provide quality merchandise to our customers and we are always concerned when something purchased from us fails, we researched our product data base to determine whether Ms*** model of washer has a known issue; however, there were no service bulletins or recalls found for the problem she experienced In light of the aforementioned, we are unable to provide Ms*** with any accommodations. As this decision is final and commensurate to the circumstances, we ask to have this matter closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Stephen ***
March 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his
grill We want to thank *** *** for taking the time to brining this matter to our attentionWe want to assure him that we have forwarded his comments to the appropriate partiesThat said, a set of burners is being sent to *** *** home address at no cost to himThe estimated arrival date is March 28, In light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
May 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order experience
and request for a refund of the chest and coffee table As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** and *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found a refund of $had been issued for the coffee table on April 14, 2017, back to his *** accountTo resolve this matter, we have processed a refund of $for the drawer jumbo chest on May 22, The refund check will be mailed to Mr*** within to business daysIn closure, since a refund has been issued to Mr*** we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI am only accepting because I have no other choice, it was not a price that was wrong it was an entire ITEM, you don't post a picture of one item and send something 100% different! That is wrong, and stop blaming *** * **, and stop blaming who ever put the picture on YOUR website, It was the same megaphone pictured with the SAME description on KMART, SEARS, and *** * **It is typical bait and switch nothing else about itI didn't even want that little tiny toy I threw it away like the *** * ** employee told me I could! You're Kmart website is not clear about being a Market place, At least when I shop on Amazon I KNOW it's a market place, I know who is selling the product and who is fulfilling (shipping) the product from the very second I look at an item, to the very end of the ordering processTake tips from them! that's why they'll be around a lot longer than you!
Sincerely,
*** ***
July 6,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the delay in the refund process for the
return of the parts she ordered
Upon receipt of Ms*** complaint we reached out to *** ***, Customer Advocate for Parts Direct, to assist with her concernMs*** investigated and tracked the *** returnsShe confirmed that the items were received at our warehouseMs*** confirmed her mailing address and on June 30, we issued Ms*** a refund check for $Ms*** should receive the check within 10-business daysWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
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,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
May 22,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding his dissatisfaction that the washer failed too soon
and his request for an exchange
We apologize that Mr*** washer failed to meet his 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 oldMr*** mentioned in his complaint that the washer was delivered on January 5, and he reported the problem with the washer on April 23, Since the washer failed after our 30-day hassle-free exchange/return period, the washer is covered by the manufacturer’s one year warranty for parts and labor for repairOn April 26, our technician assessed the washer and ordered a control board; he returned on May 15, to install the partRegrettably, the washer continued to have a problem and on May 19, our technician ordered additional partsService is currently scheduled for May 25, to install the parts to complete the repair
We contacted Mr*** in regards to his concerns and offered to monitor the repair scheduled for May 25, We assured Mr*** that the washer would be repaired on May 25, or we would offer a warranty exchangeWith that being said, since our agreement with the Revdex.com restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarrantedIf Mr*** issue is not resolved to his satisfaction, he can reopen it later even if the Revdex.com has closed it as resolvedWe respectfully ask this case be closed
We apologize to *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
However, it is unfortunate that this ongoing problem and lack of communications from Sears, at many levels led to the need to contact the Revdex.com.
Sincerely,
Jerry B***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a garage door opener purchased from SearsPrior to filing his
complaint with the Revdex.com, *** *** was connected with *** *** from our Executive Member Support officeNotes from her case indicate that on Monday, April 11, 2016, the Sears in Provo exchanged the garage door opener for *** ***We truly apologize for the issues noted in *** *** complaintSince *** *** has exchanged his garage door opener, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
July 21,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: *** - Kyle ***
Dear Ms***,
We have completed the investigation of Mr***'s complaint regarding the delay in receiving his purchased appliance
It is
unfortunate that we failed Mr***'s delivery date that was provided to him at the time of purchaseWe value Mr***'s patronage and understand how the series of events noted in his complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted
Due to the concerns brought forth in Mr***'s complaint, we contacted him on July to confirm the delivery that was done on July Unfortunately Mr*** did not was to discuss his case furtherWe hope that Mr*** will allow us another opportunity in the future to provide him with the type of customer service Sears has built their reputation on but understand if this not possibleSince the delivery of Mr***'s purchase appliance has been completed, we have closed our files
We apologize to Mr*** 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,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation
512-***
i***@searshc.com
October 15,
Nita ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: - Vickie ***
Dear Ms***:
We have been unable to complete the investigation of Ms***'s complaintThe correspondence you provided us with did not
include enough identifying information to locate the order history mentioned in Ms***'s complaintWe asked that Ms*** provide the telephone number that she used when she purchased her appliance so that we may retrieve the order historySince we do not have enough information to facilitate a resolution, we will need to close this issue pending the receipt of more identifying information for Ms***At that time, we would be pleased to re-open and investigate Ms***'s complaint
We apologize to Ms*** for this issue and we appreciate the opportunity to review this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct ***
i***@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** **
Complaint: ***
I am rejecting this response because:Sears has tried and failed twice to repair the problem with my refrigeratorOn 9/14/Sears came to fix my refrigerator, and they were unable to repair it and fix the problemSears came again on 9/20/and again was not able to repair the refrigerator and fix the problemThey are scheduled to come again on 9/29/If they cannot repair the refrigerator they need to replace it
Sincerely,
Francis ***
June 22, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** * *** ** *** Dear Ms*** We have completed the investigation of MrT*** complaint regarding his dissatisfaction at being denied a
covered repair or replacement after his tractor caught on fire. We would first like to note that MrT*** warranty only covers repairs due to a defect in material or workmanship, and a replacement would not be an option unless the mower was un-repairable or parts were no longer available. Additionally, it is important to understand that there can be many reasons to account for small fires or smoke when operating a tractor and most have nothing to do with a defect in the tractor. The mower, like most equipment, can be dangerous if not operated in accordance to the manufacturer’s recommendations and safety warnings that are outlined in the owner’s manual. This manual should be reviewed in full by the operator before using the mower. In examining MrT*** tractor, we could find no sign of a defect or problem in the fuel line that would indicate that it had a safety problem beyond the scope of the published warnings. MrT*** asks how debris could be avoided on the deckThe issue is when the grass gets particularly high and/or dry it can create a safety issueCutting at a higher level and then doing a second cut can help cut down on some of the debris and the risk of fireAdditionally not stopping for long when the hot engine is poised over dried leaves and grass can also help avoid firesWhile we cannot unequivocally establish how or why the fire might have originated, again, we could find no indicators that it was a result of a defect. Regardless of this, and per our process, we did report the incident to the *** *** *** *** since both they and Sears compile this information to determine if a safety issue outside the parameters of the safety warnings exists. With that said, since we did not find that a defect led to any failure, the repair or replacement was not covered since the warranty does not cover accidental damageSince this finding has not changed since November of when we informed MrT*** of the same, we have closed our file.We apologize to MrT*** 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: ***
August 9, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** *** * * *** Dear *** *** We have completed our investigation of Mrand MrsA*** complaint regarding their range
repair It is regrettable that we failed Mrand MrsA*** expectations when they recently contacted Sears Home Services to repair their rangeWe value the A***’ patronage, but we can understand how the series of events noted within their complaint may have exacerbated their frustrationsWe sincerely apologize to Mrand MrsA*** for any inconvenience we may have caused Upon receiving the A*** complaint, we contacted the local service unit for assistance. Ethel G*** with unit *** responded that she spoke with MrsA*** and a resolution was reached. MrsA*** was offered and accepted a refund of $386.56. A refund request was subsequently submitted on August 4, 2017, so the A*** should receive a check in the next five to seven days business days. With that said, since we have documented Mrand MrsA*** concerns and we have processed the agreed upon refund, we ask that this matter be closed Again, we apologize to Mrand MrsA*** and we appreciate the opportunity to address this matter Sincerely, M*** L*** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have not fully completed our investigation of Mr*** complaint regarding his Sears Home Warranty We apologize for
the delay in responding to this complaint. We forwarded this matter to *** *** who is the administrator of the Sears Home Warranty service plan to research and are currently awaiting their response. In the interim, should Mr*** have any questions, she may contact me directly at *** We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
June 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his tool chest
We have arranged for one of the part Mr*** mentions (the kit containing the screws) to be sent to his home address free of chargeThis kit should arrive by June 29, We apologize for any inconvenience Mr*** may have experienced as a result of this issueIn light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** ** Dear Ms*** We have completed our investigation of Ms*** complaint regarding Sears Duct Cleaning It is
regrettable that we failed Ms*** expectations in regard to the recent duct service she receivedWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we forwarded the matter to the local office to review. Ms*** was subsequently contacted by the local office and a follappointment was scheduled for June 23, 2017, to address the leak. A technician was able to find the source of the leak and correct the problem. With that said, since it is our understanding that Ms*** is satisfied with the aforementioned resolution, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Complaint: ***
I am rejecting this response because:I have spent approximately $20,on appliances, tools, electronics, etcat Sears over the past years I am greatly disappointed that Sears is refusing to apply the cost of repair to a future extended policy I think it's bad public relations not to work with a customer of years My family would still like to continue and shop at Sears and whether it was the 13th or 16th is really missing the point My washer has been repaired times in the past years that we owned it That should be considered a lemon and it was purchased at Sears The inconvenience not to mention the additional cost paid that I had to go through keeping a $washer working is disappointing You would think that Sears would be a little more understanding and accommodating.I'm more disappointed about the customer service that I received when I called and the unwillingness to work with a long time customer It's sad that I had to file a Revdex.com complaint and what makes it worse is the quick dismissal of my Revdex.com complaint as in your response My grandmother was a Sears employee in Chicago when I was growing up in the 1980's Sears prided itself at that time with excellent customer service IAs a resolution, I am asking that the repair cost be applied to a year warranty extension in which I would pay the remaining balance of
Sincerely,
*** ***
September 19, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of MrJ*** complaint regarding his recent online order
experience and request the remaining refund Chris L*** Store General Manager for Unit ***, provided the following response: It is unfortunate that we failed MrJ*** expectations can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching this matter, we confirmed that the remaining refund of $was issued in the form of a check to the primary name listed on the original receipt which was Guadalupe T***Additionally, we hope that in the future MrJ*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponSince we have confirmed that the refund check has been received, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
February 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation Ms*** complaint regarding her washer
and her request for a free repair or a replacement Ms* *** purchased her refrigerator on October 31, 2015, and accepted delivery of the unit on November 2, 2015; the one-year manufacturer’s warranty that provides for a covered repair expired on November 2, 2016, and Ms*** did not purchase an extended warranty. Furthermore, a review of Ms*** service history shows she has only had two minor repairs since she purchased the washer. On December 1, 2015, the door hinge was replaced and on January 5, 2016, the technician replaced the door latch; both repairs were completed over a year ago. Furthermore, these parts could have failed because too much pressure was being applied to the door; such as leaning on the door when loading the washer or removing clothing from the washer While we empathize with Ms***, she did not purchase an extended warranty for her washer when her warranty expired. It would be unfair to our other consumers who have an in-warranty product or carry extended coverage, to provide Ms*** with the same benefits a warranty or protection agreement offers, such as a covered repair or a replacementSince it is Sears’ goal is to provide quality merchandise to our customers and we are always concerned when something purchased from us fails, we researched our product data base to determine whether Ms*** model of washer has a known issue; however, there were no service bulletins or recalls found for the problem she experienced In light of the aforementioned, we are unable to provide Ms*** with any accommodations. As this decision is final and commensurate to the circumstances, we ask to have this matter closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Stephen ***
March 21, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his
grill We want to thank *** *** for taking the time to brining this matter to our attentionWe want to assure him that we have forwarded his comments to the appropriate partiesThat said, a set of burners is being sent to *** *** home address at no cost to himThe estimated arrival date is March 28, In light of the aforementioned information, we respectfully ask that this matter be considered closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
May 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order experience
and request for a refund of the chest and coffee table As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that Mr*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** and *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found a refund of $had been issued for the coffee table on April 14, 2017, back to his *** accountTo resolve this matter, we have processed a refund of $for the drawer jumbo chest on May 22, The refund check will be mailed to Mr*** within to business daysIn closure, since a refund has been issued to Mr*** we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation