Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I do like how Sears Always puts "PROOF OF SALE" in caps, I have been doing business with sears long enough to know that is the ONLY way you are able to return or replace something there.Fortunately this will be my LAST PROOF OF SALE, from Sears as I am finished shopping Sears, I actually have not shopped Sears for a number of years, but I do need to EDUCATE my son on the Sears experience, and make sure he does not waste his hard earned money at a place that does not take care of their customers unless you keep you PROOF OF SALE for the entire warranty period Thank you Sears for only reiterating my knowledge of a store like yours Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding her washer We found that Mr [redacted] had been authorized for a replacement under the terms and conditions of the MPAThe authorization was used on June 13, Since Mr [redacted] washer was replaced we have closed this complaint We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Antoinette JB [redacted] Dear MsV [redacted] We have completed the investigation of MsB [redacted] complaint regarding her washer As clarification, our return policy is valid for days from the date of purchase and once that time period has passed, the manufacturer’s warranty would applyThis washer was purchased in November and as such, repair would be the only recourse at this timeUnfortunately, it is not always possible to properly diagnose an issue as some failures can have several possible causesHowever, our technician was able to consult with our Strategic Technical Assistance Center while he was at MsB [redacted] home on July 20, and he found that her electric outlet was causing the issueIt needed to be rewiredIn light of the aforementioned information, we have closed our fileWe apologize to MsB [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, T [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] October 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Danielle [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her recent online order It is unfortunate that we failed Ms [redacted] 's expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order, we processed a request for the refund from the Third Party Marketplace vendor, [redacted] Accordingly, a refund of $will be credited to Ms [redacted] 's [redacted] account ending in within to business daysWe apologize again for any inconvenience Ms [redacted] may have experienced with the order she placed with [redacted] , [redacted] ***In the interim, since a refund has been processed, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 2, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Gordon L [redacted] Dear [redacted] We have completed the investigation of MrL [redacted] complaint regarding his water heater As clarification, MrL [redacted] model of water heater had a year full manufacturer’s warranty that covered parts and laborAfter that first year, only the parts were covered unless a tank leak was found, which would make the item unrepairableSince our system reflects that a water heater of this model was purchased by MrL [redacted] on December 15, 2008, and the item was not found to have a leaking tank, he would be responsible for any labor fees including those involved with providing an estimateIf MrL [redacted] can provide a receipt for purchase of the water heater within the last year, we will gladly refund his estimate fee of $79.00, which is all our records reflect as having been charged to himWe want to note that it is our policy that whenever a consumer makes an appointment, it is our policy that they are notified that the estimate or diagnosis fee is non-refundable whether or not they decide to have the repair done based on the estimate given Our records reflect that MrL [redacted] was given an estimate, but the declined to proceed with the repairAs such, he would not be entitled to a refund of this feeThat said, if MrL [redacted] wishes to purchase a new water heater from Sears, we would be willing to apply this amount towards the cost or a 10% discount; whichever is greaterAs an alternative, we are also willing to provide a $refund if he should decide to have the service done by a sears technician after allIn the interim, we are closing our file as we are not obligated to grant MrL [redacted] request We apologize to MrL [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely,Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request to receive the remaining refund [redacted] Store General Manager for Kmart Unit [redacted] provided the following response: It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the orders, we show that a refund of $and $was issued on September 27, 2016, for order [redacted] As for order [redacted] we show a refund of $processed on September 21, It appears the only item that is remaining is for the toothbrush which was ready for pick up at the storeAccordingly, we have canceled the order and a refund has been issued from the storeShould Ms [redacted] have any questions, she may contact our store directly at [redacted] In the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – J [redacted] C [redacted] Dear MsV [redacted] We have completed the investigation of MsC [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide items needed to connect her dishwasher It is unfortunate that we failed MsC [redacted] expectations when she recently purchased a dishwasher from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure MsC [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted With this having been said, dishwasher connection kits are not an item automatically included with the appliance Since the kit is an item available for purchase, and it appears that our store provided it to MsC [redacted] without charge in addition to providing her with a 10% discount off her purchase price, which already included discounts, we do not see sufficient justification for the $credit MsC [redacted] has requested We can only reiterate that we regret any inconvenience she may have experienced We hope that in the future MsC [redacted] will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible Since an equitable resolution has been provided, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, N [redacted] G [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because: Dear Ms [redacted] I have contacted [redacted] and she will be sending me a new washing machine to replace the leaking stainless steel unit, on Saturday, June 3, I am not completely satisfied as the washer and dryer unit that I have purchased was a matching stainless steel set The replacement unit is white as there was not stainless unit carried by Sears Unfortunately, my dryer was damaged by Sears's technician while servicing the washing machine I was told that I need to go through Sears's third party claims adjuster Unfortunately the representative on my case will not be in this week I stated my dissatisfaction about the damages and the unit's no longer matching The representative advised that more than likely, they would not replace the unit I am awaiting the determination from [redacted] as to how this case will move forward.I feel that Sears should do the right thing and send me the matching unit for the washer chosen( [redacted] I will let you know as soon as I receive an update from [redacted] on my case Sincerely, [redacted]
September 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Pierre GB [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MrB [redacted] complaint regarding his washer repair It is regrettable that we failed MrB [redacted] expectations when he recently contacted Sears Home Services to repair his washer Upon reviewing MrB [redacted] service history, we found that he originally called to schedule a washer repair on May 8, The technician examined his washer on May 12, 2017, and he found that the bellow and dispenser needed to be replaced The parts were ordered and subsequently installed on May 22, Approximately one month later on June 21, 2017, another service call was scheduled When the technician arrived at MrB [redacted] home on July 10, 2017, he was advised by MrB [redacted] that he wanted to cancel the appointment The appointment was not rescheduled and we have no record of MrB [redacted] calling to report any ongoing issues with his washer While we empathize with MrB [redacted] we are unable to honor his request for a refundThe repair he had completed in May, carried a 90-day service warranty and a follrepair could have been completed at no cost during that warranty period; however, a refund would not have been an option even at that time Now that the service warranty has lapsed, neither a covered repair nor a refund is available to MrB [redacted] Since we have explained why will not be able to accommodate MrB [redacted] request for a refund, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) THIS IS ALL I WAS ASKING FOR MAY I PLEASE HAVE A TRACKI9NG NUMBER FOR THIS PLEASE MsTammie [redacted] ? Tammie[redacted] @searshc.com sincerely, Denise
July 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return an online order at the Sears store It is unfortunate that we failed Mr [redacted] expectations when he recently attempted to return a pair of shoes that he ordered onlineWe apologize that the store associate was unable to complete the return due to complications with the system and did not take further action to assist Mr [redacted] since the return was clearly within the day return periodWe reached out to [redacted] , Store Manager for Store ***, to assist with Mr [redacted] concernMsKennedy confirmed that she contacted Mr [redacted] and that he returned to the store to complete the process on July 10, Since we have provided Mr [redacted] with his desired resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Joe [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his dishwasherRepairs to Mr [redacted] dishwasher were completed on November 7, During the aforementioned service call the technician installed a previously ordered pump/motor assemblyOnce the unit was reassembled it was tested and was found to be operating as designedAt this time, since we have noted the completion of the services on Mr [redacted] dishwasher, we respectfully request that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Alex ***
January 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] On November 30, 2016, a Sears Service technician examined Ms [redacted] refrigerator and determined that the evaporator cover, bimetal and heater needed to be replaced The parts were ordered and the technician returned on January 16, 2017, to install the parts Unfortunately, the repair took longer than expected; the first appointment for December 21, 2016, was canceled because the technician was sick, and the second appointment for January 9, 2017, was canceled and rescheduled because of inclement weather While we understand that Ms [redacted] would like the refrigerator replaced; this decision would need to be made by [redacted] , the warrantor of Ms [redacted] service contract, not Sears Home Services Sears Home Services is only the service provider authorized by [redacted] to repair Ms [redacted] refrigerator With that said, since Sears Home Services has completed the repair to Ms [redacted] refrigerator, as mandated by her [redacted] service contract, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Dear Revdex.com, I am contacting you again about a situation concerning a cook top replacement situation with Sears Holding that I thought had been resolved however I am now being faced with another situation created by Sears Holding concerning the installation of the replacement cook topI have dealt with a literal nightmare with Sears over a cook top replacementI have Appliances that I purchased through Sears and also purchased their Master Protection Agreement for these appliances that costs me thousands of dollarsI purchased this Protection Agreement to protect myself and my appliances in case of problems or issues to insure that I would have these appliances repaired or replaced in a reasonable period of timeHowever when my cook top had major issues and Sears technicians deemed it needed to be replaced I had to endure almost weeks of missing days from work and issues with Sears in order to get a replacement in which I finally had to resort to contacting the Revdex.com in order to get Sears to replace the cook top and it's been over weeks still waiting for Sears to deliver the cook top and now Sears Installation Department is calling me telling me that they can't find a cook top installer within miles of my location here in Fredericksburg Virginia which is miles from our Capital city of Richmond Virginia and miles from our nations Capital Washington DC both being major Capital cities not to mention all of the many other major cities within the mile area they have indicated which seems ridiculous to me or anyone else hearing this from a major company such as Sears who are supposed to have their own installers for these Protection Agreement Plans they are selling to their loyal customers but yet they expect me to find an installer and want to dump this situation on me for $when I was informed by the Sears representatives when I purchased my Master Protection Agreement that Sears handled everything involved with the replacement and installation if there were any issues with any of my covered appliancesSears contacted me on March 15th saying they had an installer who would contact me in hours for the installation only to call me back today March 17th telling me they couldn't find an installer and I was responsible.I expect Sears to do their job and fulfill their responsibility to find a Sears approved Installer to install my cook top appliance as they indicated they would do in the Master Protection Agreement Plan ContractAlso Sears had indicated to me that they provided their own Installers who they have cleared so that they could honor the Protection Agreement knowing that the appliance had been properly installed for both their and my own protection only to have them dump this responsibility on me now after going through this miserable situation for going on months now without a cook top and my having small kids in the home and a mother I'm caring for with [redacted] DiseaseI purchased Sears Protection Agreement Plans to avoid these types of situations only to have to deal with a literal nightmare since this situation began back in January It is pathetic that Sears being a major nationwide Corporation can't find an Installer for my cook top in a mile radius in my areaYou or Sears Holding can contact me at [redacted] Thank you [redacted]
Complaint: [redacted] I am rejecting this response because:Sears response is incorrect, nowhere in the manufactures specifications do they say a wash machine can't be outside the home, further, this matter was originally resolved with the sears warranty department,my washer and dryer are stored at the back of my home in a water tight shed made expressly for that purpose.I cancelled the warranty I had with Sears and purchased a new washer because after a month, I could no longer tolerate the complete incompetents I was dealing with Sincerely, DF Dennis [redacted]
October 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Rebecca [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with our customer service and failure to provide a treadmill she purchased from Sears It is unfortunate that we failed Ms [redacted] ’s expectations when she recently purchased a treadmill from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that our store informed Ms [redacted] that the treadmill she ordered from sears.com was not available for pion September 10th, cancelled her online order, and re-ordered the item for delivery to her home However, through the availability of the item it was determined that delivery could not be completed for several weeks Ms [redacted] first indicated that she accepted the delivery date, but later called our store to cancel the order because she no longer agreed with the wait time Her purchase was canceled and refunded on September 17, If Ms [redacted] has any further concerns or questions about this issue, she may contact Jesse [redacted] Manager of Sears Store number 2239, at ( [redacted] within ten business days from the date of this letter At this time, we can only reiterate that we regret any inconvenience Ms [redacted] may have experienced We hope that in the future she will allow us another opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Ms [redacted] ’s comments and a full refund has been provided for the order in question We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] Ext
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Nicole [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding service and replacement under the Master Protection Agreement (MPA) Our records show that Ms [redacted] purchased her cook top and microwave on July 5, with a year MPA to cover service until July Ms [redacted] then renewed the MPA on July 9, Under the MPA we do show that we replaced the cook top in February of and again in February The indication is that the numbers were coming off the cook top when it is cleanedResearch on this model shows no known manufactures defects for this issueSince the cooktop in wor [redacted] as designed since Ms [redacted] is past the cosmetic coverage period as listed in the MPA she was not eligible for a replacement of the cook top for cosmetic issuesPer the terms and conditions of Ms***’s Protection Agreement regarding cosmetic defects states: “COSMETIC DEFECTS COVERAGECosmetic defects are covered under this Agreement for the first three (3) years of ownership of the Covered Product from its original purchase date as set forth on the sales receiptCosmetic defects and cosmetic incompatibility of parts are not eligible for product replacement; they are only eligible for repair.” We would like to take a moment to point out that Ms***s owner’s manual under General Care & Cleaning states to not use abrasive cleaners as this may damage the surface and to only use hot soapy water and cloth to clean this area Our records also indicate that Ms [redacted] cancelled the MPA renewal on November 23, and received the prorated refund of $ Since Ms [redacted] we have explained why we are unable to honor Ms***s request to replace her cook top for cosmetic issues and she has been refunded the amount allocable under the terms and conditions of the MPA she requested be cancelled on November 23, we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Steele Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: I have been in touch with [redacted] We are trying to come to a resolution Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I do like how Sears Always puts "PROOF OF SALE" in caps, I have been doing business with sears long enough to know that is the ONLY way you are able to return or replace something there.Fortunately this will be my LAST PROOF OF SALE, from Sears as I am finished shopping Sears, I actually have not shopped Sears for a number of years, but I do need to EDUCATE my son on the Sears experience, and make sure he does not waste his hard earned money at a place that does not take care of their customers unless you keep you PROOF OF SALE for the entire warranty period Thank you Sears for only reiterating my knowledge of a store like yours Sincerely, [redacted] ***
[redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed our investigation of Mr [redacted] complaint regarding her washer We found that Mr [redacted] had been authorized for a replacement under the terms and conditions of the MPAThe authorization was used on June 13, Since Mr [redacted] washer was replaced we have closed this complaint We apologize to Mr [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 3, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Antoinette JB [redacted] Dear MsV [redacted] We have completed the investigation of MsB [redacted] complaint regarding her washer As clarification, our return policy is valid for days from the date of purchase and once that time period has passed, the manufacturer’s warranty would applyThis washer was purchased in November and as such, repair would be the only recourse at this timeUnfortunately, it is not always possible to properly diagnose an issue as some failures can have several possible causesHowever, our technician was able to consult with our Strategic Technical Assistance Center while he was at MsB [redacted] home on July 20, and he found that her electric outlet was causing the issueIt needed to be rewiredIn light of the aforementioned information, we have closed our fileWe apologize to MsB [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, T [redacted] S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Contact Name and Title: Eligia [redacted] Contact Phone: [redacted] October 8, Nita [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: - Danielle [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] 's complaint regarding her recent online order It is unfortunate that we failed Ms [redacted] 's expectations and we can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in her order, we processed a request for the refund from the Third Party Marketplace vendor, [redacted] Accordingly, a refund of $will be credited to Ms [redacted] 's [redacted] account ending in within to business daysWe apologize again for any inconvenience Ms [redacted] may have experienced with the order she placed with [redacted] , [redacted] ***In the interim, since a refund has been processed, we respectfully ask to have this matter closed We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
October 2, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: [redacted] – Gordon L [redacted] Dear [redacted] We have completed the investigation of MrL [redacted] complaint regarding his water heater As clarification, MrL [redacted] model of water heater had a year full manufacturer’s warranty that covered parts and laborAfter that first year, only the parts were covered unless a tank leak was found, which would make the item unrepairableSince our system reflects that a water heater of this model was purchased by MrL [redacted] on December 15, 2008, and the item was not found to have a leaking tank, he would be responsible for any labor fees including those involved with providing an estimateIf MrL [redacted] can provide a receipt for purchase of the water heater within the last year, we will gladly refund his estimate fee of $79.00, which is all our records reflect as having been charged to himWe want to note that it is our policy that whenever a consumer makes an appointment, it is our policy that they are notified that the estimate or diagnosis fee is non-refundable whether or not they decide to have the repair done based on the estimate given Our records reflect that MrL [redacted] was given an estimate, but the declined to proceed with the repairAs such, he would not be entitled to a refund of this feeThat said, if MrL [redacted] wishes to purchase a new water heater from Sears, we would be willing to apply this amount towards the cost or a 10% discount; whichever is greaterAs an alternative, we are also willing to provide a $refund if he should decide to have the service done by a sears technician after allIn the interim, we are closing our file as we are not obligated to grant MrL [redacted] request We apologize to MrL [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely,Tammie S [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
October 14, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her recent online order experience and request to receive the remaining refund [redacted] Store General Manager for Kmart Unit [redacted] provided the following response: It is unfortunate that we failed Ms [redacted] expectations as we value her patronageWe can understand how the series of events noted in her complaint has caused her to lose faith in SearsAdditionally, we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the orders, we show that a refund of $and $was issued on September 27, 2016, for order [redacted] As for order [redacted] we show a refund of $processed on September 21, It appears the only item that is remaining is for the toothbrush which was ready for pick up at the storeAccordingly, we have canceled the order and a refund has been issued from the storeShould Ms [redacted] have any questions, she may contact our store directly at [redacted] In the interim, we have noted Ms [redacted] concerns and respectfully ask to have this matter closed We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
July 24, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] – J [redacted] C [redacted] Dear MsV [redacted] We have completed the investigation of MsC [redacted] complaint regarding her dissatisfaction with our customer service and failure to provide items needed to connect her dishwasher It is unfortunate that we failed MsC [redacted] expectations when she recently purchased a dishwasher from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure MsC [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted With this having been said, dishwasher connection kits are not an item automatically included with the appliance Since the kit is an item available for purchase, and it appears that our store provided it to MsC [redacted] without charge in addition to providing her with a 10% discount off her purchase price, which already included discounts, we do not see sufficient justification for the $credit MsC [redacted] has requested We can only reiterate that we regret any inconvenience she may have experienced We hope that in the future MsC [redacted] will allow us an opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible Since an equitable resolution has been provided, we have closed our file regarding this matter We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, N [redacted] G [redacted] Regulatory Complaint Specialist [redacted] ***
Complaint: [redacted] I am rejecting this response because: Dear Ms [redacted] I have contacted [redacted] and she will be sending me a new washing machine to replace the leaking stainless steel unit, on Saturday, June 3, I am not completely satisfied as the washer and dryer unit that I have purchased was a matching stainless steel set The replacement unit is white as there was not stainless unit carried by Sears Unfortunately, my dryer was damaged by Sears's technician while servicing the washing machine I was told that I need to go through Sears's third party claims adjuster Unfortunately the representative on my case will not be in this week I stated my dissatisfaction about the damages and the unit's no longer matching The representative advised that more than likely, they would not replace the unit I am awaiting the determination from [redacted] as to how this case will move forward.I feel that Sears should do the right thing and send me the matching unit for the washer chosen( [redacted] I will let you know as soon as I receive an update from [redacted] on my case Sincerely, [redacted]
September 30, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Pierre GB [redacted] - # [redacted] Dear [redacted] We have completed our investigation of MrB [redacted] complaint regarding his washer repair It is regrettable that we failed MrB [redacted] expectations when he recently contacted Sears Home Services to repair his washer Upon reviewing MrB [redacted] service history, we found that he originally called to schedule a washer repair on May 8, The technician examined his washer on May 12, 2017, and he found that the bellow and dispenser needed to be replaced The parts were ordered and subsequently installed on May 22, Approximately one month later on June 21, 2017, another service call was scheduled When the technician arrived at MrB [redacted] home on July 10, 2017, he was advised by MrB [redacted] that he wanted to cancel the appointment The appointment was not rescheduled and we have no record of MrB [redacted] calling to report any ongoing issues with his washer While we empathize with MrB [redacted] we are unable to honor his request for a refundThe repair he had completed in May, carried a 90-day service warranty and a follrepair could have been completed at no cost during that warranty period; however, a refund would not have been an option even at that time Now that the service warranty has lapsed, neither a covered repair nor a refund is available to MrB [redacted] Since we have explained why will not be able to accommodate MrB [redacted] request for a refund, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist
(The consumer indicated he/she ACCEPTED the response from the business.) THIS IS ALL I WAS ASKING FOR MAY I PLEASE HAVE A TRACKI9NG NUMBER FOR THIS PLEASE MsTammie [redacted] ? Tammie[redacted] @searshc.com sincerely, Denise
July 13, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding the problem he encountered when he attempted to return an online order at the Sears store It is unfortunate that we failed Mr [redacted] expectations when he recently attempted to return a pair of shoes that he ordered onlineWe apologize that the store associate was unable to complete the return due to complications with the system and did not take further action to assist Mr [redacted] since the return was clearly within the day return periodWe reached out to [redacted] , Store Manager for Store ***, to assist with Mr [redacted] concernMsKennedy confirmed that she contacted Mr [redacted] and that he returned to the store to complete the process on July 10, Since we have provided Mr [redacted] with his desired resolution, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Nita [redacted] Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Joe [redacted] # [redacted] Dear Ms [redacted] : We have completed the investigation of Mr [redacted] complaint regarding Sears Home Services and repairs to his dishwasherRepairs to Mr [redacted] dishwasher were completed on November 7, During the aforementioned service call the technician installed a previously ordered pump/motor assemblyOnce the unit was reassembled it was tested and was found to be operating as designedAt this time, since we have noted the completion of the services on Mr [redacted] dishwasher, we respectfully request that this complaint be closedWe apologize to Mr [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam[redacted] @searshc.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Alex ***
January 18, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding her refrigerator repair First, we would like to apologize to Ms [redacted] for failing her expectations in regard to the repair of her refrigerator We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms [redacted] On November 30, 2016, a Sears Service technician examined Ms [redacted] refrigerator and determined that the evaporator cover, bimetal and heater needed to be replaced The parts were ordered and the technician returned on January 16, 2017, to install the parts Unfortunately, the repair took longer than expected; the first appointment for December 21, 2016, was canceled because the technician was sick, and the second appointment for January 9, 2017, was canceled and rescheduled because of inclement weather While we understand that Ms [redacted] would like the refrigerator replaced; this decision would need to be made by [redacted] , the warrantor of Ms [redacted] service contract, not Sears Home Services Sears Home Services is only the service provider authorized by [redacted] to repair Ms [redacted] refrigerator With that said, since Sears Home Services has completed the repair to Ms [redacted] refrigerator, as mandated by her [redacted] service contract, we ask that this matter be closed Again, we apologize to Ms [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Dear Revdex.com, I am contacting you again about a situation concerning a cook top replacement situation with Sears Holding that I thought had been resolved however I am now being faced with another situation created by Sears Holding concerning the installation of the replacement cook topI have dealt with a literal nightmare with Sears over a cook top replacementI have Appliances that I purchased through Sears and also purchased their Master Protection Agreement for these appliances that costs me thousands of dollarsI purchased this Protection Agreement to protect myself and my appliances in case of problems or issues to insure that I would have these appliances repaired or replaced in a reasonable period of timeHowever when my cook top had major issues and Sears technicians deemed it needed to be replaced I had to endure almost weeks of missing days from work and issues with Sears in order to get a replacement in which I finally had to resort to contacting the Revdex.com in order to get Sears to replace the cook top and it's been over weeks still waiting for Sears to deliver the cook top and now Sears Installation Department is calling me telling me that they can't find a cook top installer within miles of my location here in Fredericksburg Virginia which is miles from our Capital city of Richmond Virginia and miles from our nations Capital Washington DC both being major Capital cities not to mention all of the many other major cities within the mile area they have indicated which seems ridiculous to me or anyone else hearing this from a major company such as Sears who are supposed to have their own installers for these Protection Agreement Plans they are selling to their loyal customers but yet they expect me to find an installer and want to dump this situation on me for $when I was informed by the Sears representatives when I purchased my Master Protection Agreement that Sears handled everything involved with the replacement and installation if there were any issues with any of my covered appliancesSears contacted me on March 15th saying they had an installer who would contact me in hours for the installation only to call me back today March 17th telling me they couldn't find an installer and I was responsible.I expect Sears to do their job and fulfill their responsibility to find a Sears approved Installer to install my cook top appliance as they indicated they would do in the Master Protection Agreement Plan ContractAlso Sears had indicated to me that they provided their own Installers who they have cleared so that they could honor the Protection Agreement knowing that the appliance had been properly installed for both their and my own protection only to have them dump this responsibility on me now after going through this miserable situation for going on months now without a cook top and my having small kids in the home and a mother I'm caring for with [redacted] DiseaseI purchased Sears Protection Agreement Plans to avoid these types of situations only to have to deal with a literal nightmare since this situation began back in January It is pathetic that Sears being a major nationwide Corporation can't find an Installer for my cook top in a mile radius in my areaYou or Sears Holding can contact me at [redacted] Thank you [redacted]
Complaint: [redacted] I am rejecting this response because:Sears response is incorrect, nowhere in the manufactures specifications do they say a wash machine can't be outside the home, further, this matter was originally resolved with the sears warranty department,my washer and dryer are stored at the back of my home in a water tight shed made expressly for that purpose.I cancelled the warranty I had with Sears and purchased a new washer because after a month, I could no longer tolerate the complete incompetents I was dealing with Sincerely, DF Dennis [redacted]
October 10, Nita [redacted] Revdex.com North Wabash Ave., Ste# [redacted] Chicago, IL Re: # [redacted] - Rebecca [redacted] Dear Ms [redacted] , We have completed the investigation of Ms [redacted] ’s complaint regarding her dissatisfaction with our customer service and failure to provide a treadmill she purchased from Sears It is unfortunate that we failed Ms [redacted] ’s expectations when she recently purchased a treadmill from SearsWe value her patronage and can understand her frustration with the events detailed in her complaintWe can assure Ms [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted As a result of this action, we revealed that our store informed Ms [redacted] that the treadmill she ordered from sears.com was not available for pion September 10th, cancelled her online order, and re-ordered the item for delivery to her home However, through the availability of the item it was determined that delivery could not be completed for several weeks Ms [redacted] first indicated that she accepted the delivery date, but later called our store to cancel the order because she no longer agreed with the wait time Her purchase was canceled and refunded on September 17, If Ms [redacted] has any further concerns or questions about this issue, she may contact Jesse [redacted] Manager of Sears Store number 2239, at ( [redacted] within ten business days from the date of this letter At this time, we can only reiterate that we regret any inconvenience Ms [redacted] may have experienced We hope that in the future she will allow us another opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible We respectfully ask to have this matter closed, since we have noted Ms [redacted] ’s comments and a full refund has been provided for the order in question We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, Nicki [redacted] Regulatory Complaint Specialist [redacted] Ext
Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # [redacted] - Nicole [redacted] Dear Ms [redacted] : We have completed our investigation of Ms [redacted] complaint regarding service and replacement under the Master Protection Agreement (MPA) Our records show that Ms [redacted] purchased her cook top and microwave on July 5, with a year MPA to cover service until July Ms [redacted] then renewed the MPA on July 9, Under the MPA we do show that we replaced the cook top in February of and again in February The indication is that the numbers were coming off the cook top when it is cleanedResearch on this model shows no known manufactures defects for this issueSince the cooktop in wor [redacted] as designed since Ms [redacted] is past the cosmetic coverage period as listed in the MPA she was not eligible for a replacement of the cook top for cosmetic issuesPer the terms and conditions of Ms***’s Protection Agreement regarding cosmetic defects states: “COSMETIC DEFECTS COVERAGECosmetic defects are covered under this Agreement for the first three (3) years of ownership of the Covered Product from its original purchase date as set forth on the sales receiptCosmetic defects and cosmetic incompatibility of parts are not eligible for product replacement; they are only eligible for repair.” We would like to take a moment to point out that Ms***s owner’s manual under General Care & Cleaning states to not use abrasive cleaners as this may damage the surface and to only use hot soapy water and cloth to clean this area Our records also indicate that Ms [redacted] cancelled the MPA renewal on November 23, and received the prorated refund of $ Since Ms [redacted] we have explained why we are unable to honor Ms***s request to replace her cook top for cosmetic issues and she has been refunded the amount allocable under the terms and conditions of the MPA she requested be cancelled on November 23, we have closed our case We apologize to Ms [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Steele Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L[redacted] @searshc.com
Complaint: [redacted] I am rejecting this response because: I have been in touch with [redacted] We are trying to come to a resolution Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because they did not sufficiently address the issue Sincerely, [redacted]