June 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** ***
Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order of a Storage Building
and his request to receive a floor kit We reviewed Mr*** order and found that the floor kit at the time of purchase was out of stockAfter receiving the complaint filed, we sent an email correspondence to Mr*** offering reimburse up to $plus tax if he purchased the universal floor kit item number *** which fits his storage buildingWe sent another email on May 26, 2017, asking that he let us know if he would like to accept our offer as we would need his purchase receipt to process the adjustmentHowever, we have not received a response to dateUntil we receive a response from Mr***, we are unable to work toward a resolutionIf Mr*** still requires assistance, he is welcome to contact me via email at *** or by telephone at (*** ***In the interim, we respectfully ask to have this matter closed since we have noted Mr*** comments and offered an equitable resolution 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
September 26, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jennifer *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her laundry center
First, we would like to apologize to Ms*** for failing her expectations in regard to her laundry centerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing the notes in our service system, we contacted Ms*** to offer her an in-warranty exchange. After reviewing the available models, Ms*** decided to exchange her laundry center for the same model, as it is still available. The exchange was processed on September 21, 2016, and Ms*** accepted delivery on September 24, 2016. Since it is our understanding that Ms*** is satisfied with the resolution provided, 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
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and a preventative maintenance check on her washer
and dryer Sears Home Services dispatched a technician to Ms*** home on January 5, to complete a preventative maintenance check on her washer and dryerBoth appliances were checked and were found to be operating as designedIf Ms*** has any additional concerns, I invite her to contact me at *** Since we have noted the completion of Ms*** preventative maintenance check on her washer and dryer, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
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, I still remain very dissatisfied on the manner and language chosen to reflect Sears innocence in poor sales practices and customer serviceUsing language like "courtesy." Courtesy should have been available earlier on the complaint process with the hours of calls I made to multiple Sears contactsI requested their calculations and they are unwilling to provide them. Sincerely,
*** ***
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his refrigerator repair It is
regrettable that we failed Mr*** expectations in regard to the repair of his refrigeratorWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. Although the initial repair did not resolve the issue, it appears that the follrepair completed on March 27, 2017, corrected the cooling problem. As a conciliatory gesture for any inconvenience Mr*** may have experienced, we have submitted a refund request in the amount of $110.88, which is a 25% service refund. Mr*** should see a credit post to his *** account ending in *** in the next week to ten days. In the interim, since we have completed the repair to Mr*** refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
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,
*** ***
Initial Business Response /* (1000, 6, 2015/08/28) */
August 28,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Ms.*** complaint regarding
service for her washer
Our research shows that Ms.*** has been in contact with our Third Party escalation group and a refund was processed on August 25, It can take to business days to receive the refund checkIt is important to note that our records show that on *** 7, we show Ms.*** paid $and this is the amount refunded to her, not the $she indicates in her complaintIf Ms.*** has receipts or a cancelled check showing she paid the $we of course need copies of that before refunding additional amountsSince we have processed the service refund as requested by Ms.*** we have closed our case
We apologize to Ms.*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After months of going back and forth and their people not communicating with each other or me for that matter after I added the complaint received a call from someone that asked me the same questions
Told me to fax (seriously who faxes anymore?) the receipt for the new washer (the other that they replaced the clutch was carted away) showing that the washer but not operable
I did fax the receipt and they were supposed to call me to let me know that they received itI ended up calling them weeks later and they said that the claim was being processed
Yesterday 08/04/I received a check from them - haven't deposited it yetHopefully it's goodIf not then I'll reopen the claim
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and the
information she received regarding the cost of the Sears Home Warranty We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received regarding the cost of the Sears Home WarrantyWe respectfully ask that this matter be closed, since we have cancelled Ms*** Sears Home Warranty with out penalty and noted her candid feedback Again, we apologize to Ms*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: MELISSA ***
August 6,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Sharon *** - # 94***
Dear Ms***:
We have completed our investigation Ms***'s complaint regarding her dissatisfaction
with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms***'s concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms***'s complaint, so that future problems can be avertedOn August 5, 2015, a technician was scheduled to repair Ms***'s washer; however, Ms*** was not available for serviceIt is our understanding that Ms*** no longer wishes to have Sears Home Services repair her washerAdditionally, our records show that Ms*** has canceled her MPA coverage on both her washer and dryer; full refunds have been processed for both agreements to her Sears MasterCard ending in With that said, 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
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 the response was minimal and the assistant manager at the *** mall location was beyond horridI forewarn anyone to avoid her like the plague
*** ***
June 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of MsD***-S*** complaint regarding the driving class her
mother, G***, she enrolled in at Sears Driving School Upon receiving MsDavila-S*** complaint, we contacted R*** Y*** with Sears Driving School. R*** responded that he has called G*** at least three times since he received the complaint two weeks ago. He has processed a full refund for the class she took and he has left voice mails inviting her to take a defensive driving class at no charge. The last call was made last night on June 14, 2017. After R*** identified himself to G***, she disconnected the call. R*** thought that the call may have dropped, so he called her again; this time the call went to voice mailUnfortunately, due to privacy regulations, R*** is not able to discuss this matter with G***’s daughter, D***, since the contract is with G*** If G*** wishes to discuss this matter further, she is welcome to call R***. In the interim, we have closed our file since G*** has been refunded the class fee of $and she has been offered a free defensive driving class We apologize to MsD***-S*** and her mother, G***, and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Beverly *** #945***
Dear Ms***:
We have completed the investigation of Ms***'s complaint
regarding Sears Home Services and repairs to her window air conditioner
Per the terms and conditions of Ms***'s Master Protection Agreement (MPA) Sears Home Services has approved the replacement of her air conditionerThe authorization to replace has been emailed to the Sears on Main StreetAll Ms*** needs to do is go to her local Sears and advise her sales associate that her air conditioner has been approved for replacementThe store will assist her in selecting a replacement unit as well as scheduling its installationIt should be noted that Sears will cover the cost of a basic installation; any additional work that may be needed to install the new unit would be Ms***'s responsibilitySince we have approved Ms***'s air conditioner for replacement, we ask that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
September 12, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** - *** *** Dear Ms***, We have completed the investigation of Ms***’s complaint regarding her recent online order
experience and request for a full refund We would first like to apologize for any inconvenience Ms*** may have experienced with her orderAfter sending an email correspondence to Ms*** we found that the shoes were returned to the local store on August 29, Additionally, we confirmed that a full refund of $was credited on August 29, Ms***’s credit should have posted to her account within to business days from that dateWe apologize for any inconvenience she may have experienced with receiving the wrong size and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms***’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia *** 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 meAs of today, January 4,I have yet to see the check and hope to get it soon
Sincerely,
Margo S***
March 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the multiple service calls on her dryer and
her request for a replacementBefore going further, we would like to note that *** *** has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”We have researched *** *** service history, and under the aforementioned terms, she did not meet the criteria for replacementWe can also understand how frustrating *** *** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and she was offered a replacement for the dryerWe provided *** *** the authorization information and instructions for the replacementIn the interim, since it is our understanding in speaking with *** *** that the authorization for the replacement dryer met with her approval, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
August 23,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** * ***
Dear Ms***
We have completed the investigation of MsG*** complaint regarding her dissatisfaction with the quality of her
refrigerator and the multiple service attempts to repair the ice maker
We apologize that MsG*** refrigerator 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 researched and ** manufactured MsG*** Kenmore refrigerator model** issued a service bulletin on May 9, regarding the ice maker issue on her modelSince MsG*** purchased the refrigerator on February 24, 2017, Sears was unaware of the issue when it was soldWe would like to clarify that once a manufacturer issues a recall for rework, any models they have in stock are reworked prior to shippingSears does not stock appliances in our warehouses and once a consumer makes a purchase, the manufacturer ships the product to our warehouse for delivery to the consumer
MsG*** mentioned that the technician that worked on her refrigerator in April advised her that the ice maker not working was a known issue (with that model)As previously mentioned, the recall had not been issued by ** in April However, Sears does report to all manufacturers when we see repeated issues with any appliances as we perform warranty servicesSince our technicians work directly with the manufacturers for tech support or parts, it is a possibility that the technician may have been made aware that there would be an upcoming service bulletin issued by the manufacturerThe rework issued by ** requires the tech to change the wiring within the refrigerator to the ice maker; it does not require any parts
We reviewed the service orders and this rework was performed on July 24, 2017; not in April However, after the rework was performed, the ice maker continued to have problemsService was scheduled again and the technician ordered another ice maker assemblyDue to the service history, we contacted MsG*** and authorized a warranty exchange on the refrigeratorMsG*** accepted the offer and will contact us with her selection from Sears to process the exchangeIn the interim, since we have address the issue brought forth in MsG*** complaint, we have closed our file
We apologize to MsG*** 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
*** *** ***
January 19, *** *** 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 to return the merchandise for a refund 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 *** *** ***located at *** *** *** *** ** ***, Email: *** and telephone number *** *** 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 that Sears Online issued two return labels on behalf of the sellerOnce the merchandise is returned, a refund will be issued to Mr***In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed, pending the return 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
December 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 It is unfortunate that we failed Mr*** expectations and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we contacted the Sears Corporate Gift Card department to research furtherWe have confirmed that Mr*** has received a refund of $back to his Sears *** and $back to his Shop Your Way Reward accountThe remaining refund of $was issued in the form of a gift card on December 3, However, since Mr*** has indicated that he has not received it, the Sears Corporate Gift Card team has processed a new gift card as of December 22, The new gift card will be shipped via UPS within to business daysAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed, pending his receipt of the new gift card We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because: At no time was a I told that I wasn't ordering from Sears Holdings until the item was not receivedI will be putting seats on blast on social media and letting anyone I know that likes Sears about this experience and tell them to order from a competitorI and extremely dissatisfied with my "customer service" I have received
Sincerely,
Alexis ***
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
Your response is very nice and pleasantly customer focusedThank you for responding in a professional manner
Sincerely,
Alice ***
June 1, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** ***
Dear Ms*** We have completed the investigation of Mr*** complaint regarding his online order of a Storage Building
and his request to receive a floor kit We reviewed Mr*** order and found that the floor kit at the time of purchase was out of stockAfter receiving the complaint filed, we sent an email correspondence to Mr*** offering reimburse up to $plus tax if he purchased the universal floor kit item number *** which fits his storage buildingWe sent another email on May 26, 2017, asking that he let us know if he would like to accept our offer as we would need his purchase receipt to process the adjustmentHowever, we have not received a response to dateUntil we receive a response from Mr***, we are unable to work toward a resolutionIf Mr*** still requires assistance, he is welcome to contact me via email at *** or by telephone at (*** ***In the interim, we respectfully ask to have this matter closed since we have noted Mr*** comments and offered an equitable resolution 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
September 26, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jennifer *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her laundry center
First, we would like to apologize to Ms*** for failing her expectations in regard to her laundry centerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing the notes in our service system, we contacted Ms*** to offer her an in-warranty exchange. After reviewing the available models, Ms*** decided to exchange her laundry center for the same model, as it is still available. The exchange was processed on September 21, 2016, and Ms*** accepted delivery on September 24, 2016. Since it is our understanding that Ms*** is satisfied with the resolution provided, 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
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and a preventative maintenance check on her washer
and dryer Sears Home Services dispatched a technician to Ms*** home on January 5, to complete a preventative maintenance check on her washer and dryerBoth appliances were checked and were found to be operating as designedIf Ms*** has any additional concerns, I invite her to contact me at *** Since we have noted the completion of Ms*** preventative maintenance check on her washer and dryer, we ask that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
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, I still remain very dissatisfied on the manner and language chosen to reflect Sears innocence in poor sales practices and customer serviceUsing language like "courtesy." Courtesy should have been available earlier on the complaint process with the hours of calls I made to multiple Sears contactsI requested their calculations and they are unwilling to provide them. Sincerely,
*** ***
March 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his refrigerator repair It is
regrettable that we failed Mr*** expectations in regard to the repair of his refrigeratorWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. Although the initial repair did not resolve the issue, it appears that the follrepair completed on March 27, 2017, corrected the cooling problem. As a conciliatory gesture for any inconvenience Mr*** may have experienced, we have submitted a refund request in the amount of $110.88, which is a 25% service refund. Mr*** should see a credit post to his *** account ending in *** in the next week to ten days. In the interim, since we have completed the repair to Mr*** refrigerator, albeit later than expected, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
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,
*** ***
Initial Business Response /* (1000, 6, 2015/08/28) */
August 28,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed our investigation of Ms.*** complaint regarding
service for her washer
Our research shows that Ms.*** has been in contact with our Third Party escalation group and a refund was processed on August 25, It can take to business days to receive the refund checkIt is important to note that our records show that on *** 7, we show Ms.*** paid $and this is the amount refunded to her, not the $she indicates in her complaintIf Ms.*** has receipts or a cancelled check showing she paid the $we of course need copies of that before refunding additional amountsSince we have processed the service refund as requested by Ms.*** we have closed our case
We apologize to Ms.*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After months of going back and forth and their people not communicating with each other or me for that matter after I added the complaint received a call from someone that asked me the same questions
Told me to fax (seriously who faxes anymore?) the receipt for the new washer (the other that they replaced the clutch was carted away) showing that the washer but not operable
I did fax the receipt and they were supposed to call me to let me know that they received itI ended up calling them weeks later and they said that the claim was being processed
Yesterday 08/04/I received a check from them - haven't deposited it yetHopefully it's goodIf not then I'll reopen the claim
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our customer service and the
information she received regarding the cost of the Sears Home Warranty We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, but we can assure Ms*** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that the misinformation she received regarding the cost of the Sears Home WarrantyWe respectfully ask that this matter be closed, since we have cancelled Ms*** Sears Home Warranty with out penalty and noted her candid feedback Again, we apologize to Ms*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
Contact Name and Title: MELISSA ***
August 6,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Sharon *** - # 94***
Dear Ms***:
We have completed our investigation Ms***'s complaint regarding her dissatisfaction
with Sears Home Services
First, we would like to apologize to Ms*** for failing her expectations in regard to the repair of her washerAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and we have forwarded Ms***'s concerns to the District Service Manager and Routing Manager for further reviewWe appreciate the opportunity to address the customer service/scheduling issues outlined within Ms***'s complaint, so that future problems can be avertedOn August 5, 2015, a technician was scheduled to repair Ms***'s washer; however, Ms*** was not available for serviceIt is our understanding that Ms*** no longer wishes to have Sears Home Services repair her washerAdditionally, our records show that Ms*** has canceled her MPA coverage on both her washer and dryer; full refunds have been processed for both agreements to her Sears MasterCard ending in With that said, 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
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 the response was minimal and the assistant manager at the *** mall location was beyond horridI forewarn anyone to avoid her like the plague
*** ***
June 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of MsD***-S*** complaint regarding the driving class her
mother, G***, she enrolled in at Sears Driving School Upon receiving MsDavila-S*** complaint, we contacted R*** Y*** with Sears Driving School. R*** responded that he has called G*** at least three times since he received the complaint two weeks ago. He has processed a full refund for the class she took and he has left voice mails inviting her to take a defensive driving class at no charge. The last call was made last night on June 14, 2017. After R*** identified himself to G***, she disconnected the call. R*** thought that the call may have dropped, so he called her again; this time the call went to voice mailUnfortunately, due to privacy regulations, R*** is not able to discuss this matter with G***’s daughter, D***, since the contract is with G*** If G*** wishes to discuss this matter further, she is welcome to call R***. In the interim, we have closed our file since G*** has been refunded the class fee of $and she has been offered a free defensive driving class We apologize to MsD***-S*** and her mother, G***, and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist
Nita ***
Revdex.com
North Wabash Ave, Ste#***
Chicago, IL
Re: Beverly *** #945***
Dear Ms***:
We have completed the investigation of Ms***'s complaint
regarding Sears Home Services and repairs to her window air conditioner
Per the terms and conditions of Ms***'s Master Protection Agreement (MPA) Sears Home Services has approved the replacement of her air conditionerThe authorization to replace has been emailed to the Sears on Main StreetAll Ms*** needs to do is go to her local Sears and advise her sales associate that her air conditioner has been approved for replacementThe store will assist her in selecting a replacement unit as well as scheduling its installationIt should be noted that Sears will cover the cost of a basic installation; any additional work that may be needed to install the new unit would be Ms***'s responsibilitySince we have approved Ms***'s air conditioner for replacement, we ask that this complaint be closed
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,
Adam ***
Regulatory Claims Specialist
Sears Holdings Corporation
Adam.***@searshc.com
September 12, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** - *** *** Dear Ms***, We have completed the investigation of Ms***’s complaint regarding her recent online order
experience and request for a full refund We would first like to apologize for any inconvenience Ms*** may have experienced with her orderAfter sending an email correspondence to Ms*** we found that the shoes were returned to the local store on August 29, Additionally, we confirmed that a full refund of $was credited on August 29, Ms***’s credit should have posted to her account within to business days from that dateWe apologize for any inconvenience she may have experienced with receiving the wrong size and can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with the type of customer service that we have built our reputation uponIn the interim, we have noted Ms***’s concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Eligia *** 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 meAs of today, January 4,I have yet to see the check and hope to get it soon
Sincerely,
Margo S***
March 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * *** *** *** *** We have completed the investigation of *** *** complaint regarding her dissatisfaction with the multiple service calls on her dryer and
her request for a replacementBefore going further, we would like to note that *** *** has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain termsIt specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”We have researched *** *** service history, and under the aforementioned terms, she did not meet the criteria for replacementWe can also understand how frustrating *** *** has found the situation and it is not our intention to alienate our customers when they have an atypical experienceWith that being said, we did make an exception and she was offered a replacement for the dryerWe provided *** *** the authorization information and instructions for the replacementIn the interim, since it is our understanding in speaking with *** *** that the authorization for the replacement dryer met with her approval, we have closed our fileAgain, we apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
August 23,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** *** * ***
Dear Ms***
We have completed the investigation of MsG*** complaint regarding her dissatisfaction with the quality of her
refrigerator and the multiple service attempts to repair the ice maker
We apologize that MsG*** refrigerator 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 researched and ** manufactured MsG*** Kenmore refrigerator model** issued a service bulletin on May 9, regarding the ice maker issue on her modelSince MsG*** purchased the refrigerator on February 24, 2017, Sears was unaware of the issue when it was soldWe would like to clarify that once a manufacturer issues a recall for rework, any models they have in stock are reworked prior to shippingSears does not stock appliances in our warehouses and once a consumer makes a purchase, the manufacturer ships the product to our warehouse for delivery to the consumer
MsG*** mentioned that the technician that worked on her refrigerator in April advised her that the ice maker not working was a known issue (with that model)As previously mentioned, the recall had not been issued by ** in April However, Sears does report to all manufacturers when we see repeated issues with any appliances as we perform warranty servicesSince our technicians work directly with the manufacturers for tech support or parts, it is a possibility that the technician may have been made aware that there would be an upcoming service bulletin issued by the manufacturerThe rework issued by ** requires the tech to change the wiring within the refrigerator to the ice maker; it does not require any parts
We reviewed the service orders and this rework was performed on July 24, 2017; not in April However, after the rework was performed, the ice maker continued to have problemsService was scheduled again and the technician ordered another ice maker assemblyDue to the service history, we contacted MsG*** and authorized a warranty exchange on the refrigeratorMsG*** accepted the offer and will contact us with her selection from Sears to process the exchangeIn the interim, since we have address the issue brought forth in MsG*** complaint, we have closed our file
We apologize to MsG*** 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
*** *** ***
January 19, *** *** 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 to return the merchandise for a refund 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 *** *** ***located at *** *** *** *** ** ***, Email: *** and telephone number *** *** 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 that Sears Online issued two return labels on behalf of the sellerOnce the merchandise is returned, a refund will be issued to Mr***In the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed, pending the return 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
December 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 It is unfortunate that we failed Mr*** expectations and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we contacted the Sears Corporate Gift Card department to research furtherWe have confirmed that Mr*** has received a refund of $back to his Sears *** and $back to his Shop Your Way Reward accountThe remaining refund of $was issued in the form of a gift card on December 3, However, since Mr*** has indicated that he has not received it, the Sears Corporate Gift Card team has processed a new gift card as of December 22, The new gift card will be shipped via UPS within to business daysAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with the type of customer service that we have built our reputation uponIn the interim, we have noted Mr*** concerns and respectfully ask to have this matter closed, pending his receipt of the new gift card We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: ***
I am rejecting this response because: At no time was a I told that I wasn't ordering from Sears Holdings until the item was not receivedI will be putting seats on blast on social media and letting anyone I know that likes Sears about this experience and tell them to order from a competitorI and extremely dissatisfied with my "customer service" I have received
Sincerely,
Alexis ***
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
Your response is very nice and pleasantly customer focusedThank you for responding in a professional manner
Sincerely,
Alice ***