June 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when she attempted to schedule
service for her refrigerator
It is unfortunate that we failed Ms*** expectations when she recently scheduled a refrigerator repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledWhile there are various factors that can cause this to happen, in Ms*** case the technician needed to spend a longer amount of time at one stopWe apologize that the technician was unable to complete his route on May 19, and incorrectly closed the service order noting that Ms*** was not home instead of contacting our routingWhen our technicians are unable to complete a route, they should notify our routing department in order to reschedule the appointmentAt that time, the appointment is automatically rescheduled for the first available date and time frame
Our records indicate that Ms*** called on May 20, and was informed that the next available date was May 30, Regrettably, the rescheduled appointment date was not meeting Ms*** request for service before her scheduled surgeryFor her inconvenience, Ms*** was offered a $gift card and she accepted the offer; however, on May 23, Ms*** cancelled the service appointmentOn June 12, Ms*** called again and requested service on the refrigerator and at that time, the first available date was July 6, A sooner service request was submitted to our routing department and service was rescheduled for June 21, Our technician will assess the refrigerator and will either repair or order any needed parts to complete the repair on Ms*** refrigeratorWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
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,
*** ***
June 29,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return the shorts that she purchased without a receipt
Upon receipt of Ms*** complaint we reviewed her Shop Your Way Reward account that can track purchases for our members made at Sears or KmartAccording to our records, Ms*** purchased the shorts on salescheck # ***dated April 21, The shorts were on clearance and priced at $each, not $as Ms*** had indicated on her complaintWe would also like to note that Ms*** mentioned in her complaint that she had worn the shorts which means that she must have removed the tagsOnce the tags are removed, we cannot accept a returnFurthermore, our return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions…” Since Ms*** purchased her shorts on April 21, and then attempted to return them on June 18, 2016, she was clearly over our 30-day “hassle-free” return period
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the service on her refrigerator After reviewing the
service history and discussing the issue with our service unit, we authorized her for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA)Per our records the new refrigerator was delivered on June 20, At this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file We apologize to Ms* *** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
November 12, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** *** *** ***We have completed the investigation of *** ***’
complaint regarding her inability to receive a refund via gift card
from a
portion of her sears.com order that was canceled.Our records show that we did issue *** *** a gift card
for the refund amount of $but that it was later returned to us from the *** *** as undeliverableOur customer support group then manually issued a gift
card to *** *** on September 30, 2015, and it appears the address was changed
to a ** *** Since we did not hear back from *** *** after the gift card was
reissued it is our understanding that she must have received it once it was
sent to the ** *** If that is not the case and *** *** needs us to track the
reissued gift card, and if unused reissue it, she is welcome to contact me via
email or phoneOtherwise, we will consider the issue closed.We apologize to *** *** and appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Complaint: ***
I am rejecting this response because I only followed directions of Sears customer service when I called reguarding my order.Four of the iphones were never shipped.The merchants issued tracking numbers that were emailed to me but the orders were canceled and never shipped in which credit was issued .Check the USPS tracking numbers issued by the merchants and you will see the order never left the warehouse,one filed as cancelled and the other filed returned.When I contacted customer service to enquire about my order they reordered the items via phone.I returned all items received with labels and addresses Sears supplied,UPS tracking# 1z6988ex9001055304,# 1z6987eThe third I returned to the address given to me by Sears/Kmart at my expence of $34.50,UPS tracking # 1z01776f4209668176.All UPS tracking numbers are correct and have been tracked and received by Sears.This entire order was returned with the labels and directions of Sears customer service in the Phillipenes.Also, the out soursed Sears employees did not speak clear and proper English makeing this process difficult.My Sears Credit account stills remains $2,for the returned items.I made a good faith payment of $so their mistake will not affect my credit
Sincerely,
Michael ***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
recent order We would first note that Ms*** placed he order through one of our Marketplace vendors, *** *** As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersAdditionally, each seller has their own return policies, which are accessible via link on the page for the itemAs such, we are not able to interfere with the return process and Ms*** would need to communicate with the seller especially since it seems the return policy period of the seller, days, has expired and also that the issue was not with the item itself, but that it would not fit in her brother in law’s garage That said, it seems that a return shipping label was issuedAt this point in time, Ms*** would need to contact with the seller, who may be reached a* *** during business hours or via email at *** In the interest of member satisfaction, we can try to negotiate with the seller on her behalf, but we cannot force them to do anything given the circumstancesAs this decision is in accordance to our posted terms and conditions, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** *** ***
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,
Arthur P***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for assistance with a box to ship the item back for a refund *** ***, Store General Manager for Kmart Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we had our associate reach out to Ms*** and asked that she bring in a piece of the item for a refund which she acceptedShould Ms*** have any questions she may contact our store directly at (*** *** Additionally, 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, since we were able to provide her with a refund, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order and request for a
refund after the return policy time frame of a Third Party Seller 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 Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** Inclocated at *** *** *** *** ** *** ** ***, with an email address of *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** 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 SITEReturns 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 While the product is far outside of the seller’s return policy and Sears not obligated to issue the refund, we processed a full refund of $in the form of a mail bank check as a onetime courtesy exceptionAdditionally, MsHom may keep or dispose of the merchandise to her discretionThe check will arrive in the mail within to business daysIn closure, since an equitable resolution has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Teresa C*** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding service on her oven We completed repairs on the
oven on August 9, As of August 22, Ms*** stated she has not used the oven yet as she has been on vacationOur service unit provided her a direct number if she is still in need of assistanceSince we have repaired the oven and Ms*** has been provided contact information directly to the service unit we have closed our case We apologize to Ms*** 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com
January 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Duct Cleaning
Upon receiving Mr*** complaint, our office contacted *** *** with Sears Duct Cleaning for assistance. Ms*** subsequently spoke with the local office regarding Mr*** concerns. They responded with the following information. On December 5, 2016, the technician cleaned the dryer vent that exited out of the wall. The outside dryer vent cover was cracked and Mrs*** who was present, was made aware of thisOn December 8, 2016, Mrs*** called the local office to complain that the technician did not vacuum nor clean out her dryer. It was explained that we do not clean nor work on dryers; we only clean the dryer vent. Additionally, she asked to have the dryer vent cover replaced at no cost to her. At this point, Mrs*** asked for a refund. Accordingly, her concerns were forwarded to the manager, *** *** to address. Mr*** subsequently tried to reach Mrs*** several times and left his personal cell number. However, she never called Mrs*** is refusing to allow a follservice; thereby, not permitting Sears Duct Cleaning to re-evaluate the dryer ventUnfortunately, under the terms of Sears Satisfaction Guarantee, Sears must be permitted to inspect and remedy any consumer’s concerns. Without this opportunity, no accommodations will be considered. Since Mrs*** has refused to schedule a follappointment, no refund will be provided. As this decision is final and commensurate to the aforementioned Sears Satisfaction Guarantee, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
I have never been contacted from xpo I was contacted by a mr *** at phone number ***he started getting a hold on me after the complaint went through at which at that time I kept trying to call him backI left messages with the secretary,ultiple times over multiple weeks finally I got hold him and he stated that the Revdex.com was involved and that I am to wait to get a phone call from sears I still have yet to hear anything so I do not know first why any such complaint is closed second why I am being told from you right now that no one has contacted me in weeks which is third why *** is telling me to wait for a phone call from sears to resolve this Question what is going on because honestly I don’t think anyone over there has a clue so yes I am rejecting this response and request that I be contacted and that the above party listed above *** be contacted and am also requesting that everyone get on same page
Complaint:
I am rejecting this response because:
Sincerely,
James ***
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 account used to purchase the item is closed, so I am unsure how my refund will be received
Sincerely,
Katherine ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re* *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washer*** ***, Sears
Authorized Service Provider Overflow Team Lead provided the following response: It is unfortunate that we failed Ms*** expectations when she called Sears for service on her washer We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms*** that her concerns were 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 we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed and I did contact Ms*** who confirmed that the unit is operating as designedIf I can be of any additional assistance to Ms***, she can reach me at *** That said 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 ***
Complaint: ***
I am rejecting this response because: I have NOT selected another type of mattress as stated, I have via Sears customer service arranged for another exchange (THIS WILL BE NUMBER IT SHOULD BE A KING *** BLACK NATASHA PLUSH PILLOW TOP) until we can resolve the total refund issue , so far Sears has refused any refund and the only option given is to accept the defective mattress or exchange or select another type but if it costs less than original there is no compensation for the difference or select a more expensive mattress but I pay the difference , thats not fairI think after exchanges I am entitled for total refundThe last mattress delivered (number 8) was in folded in half in the truck, only plastic wrapping, handle hanging of , small splits in pillow and stiching coming undone, this is crazy that each delivery has visual defectsI want a total refundThe conversation I had with the Sears representitive in the Esculation Department did not go well , she had a bad attitude , very abrupt , rude and all she kept saying was any refund aint happening, my options were keep the defective bed, have another exchange or she would pick a bed for us , they must be kidding , how can somebody else select a mattress for you , it was a take it or leave it optionI cannot believe a company like Sears reacts to their customers in this fashion, digraceful
Sincerely,
Ian G***
Complaint: ***
I am rejecting this response because:I have the call recorded where the representative use profanity and hung up, I have a terrible refrigerator with scratches from the teenager they send to repairThe only good thingSears did was charge every month on time my bank accountHow many weeks have passed after my complaint? Nobody did anything, the last representative tomd me I was houng to receive a phone call next week, is been weeks and still waiting, I traveled a lot, I am not going to pay roamingI waited for them and no response calls an zero helpI already bought a new refrigeratorunacceptable customer service! The company is steling people money! Because I have education and respect for the readers I cannot write the wordsI do not need a response right now, already purchase a new refrigeratorI waited for weeks, I am not going to ruin my vacation to answer the phone and pay roaming charges!!!!
Sincerely,
*** *** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** ***
*** *** *** We have completed the investigation of *** ***’ complaint regarding her
refrigeratorThe
refrigerator noted in *** ***’ complaint was covered
by a one year manufacturer’s
warranty until it expired on April 5, Notes from her case with our
Customer Solutions Department indicate that *** *** was told that her
refrigerator was covered by a year sealed system warrantyThis information was
incorrect and was inadvertently given to *** ***That said, in order to
assist *** ***, as a gesture of good faith I provide her with a one year
Service Smart Agreement (SSA) to protect her refrigerator until November 2,
I emergency ordered the needed parts to repair *** *** refrigerator
We placed *** *** on the emergency service list and we were able to repair
her refrigerator on Saturday, November 7, At this time, since we have
noted the actions to assist *** ***, we ask that this complaint be closedWe apologize to *** *** and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
After one year plus one week Sears sent an electrician to correct the under code wiringThe township reinspected and passed the electrical installation
While my situation has been resolved, it should never have taken a
year + to correctI put up with a year's excuses, delays and being ignored by a national company
(The consumer indicated he/she ACCEPTED the response from the business.)
By mutual agreement
June 21,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problems she encountered when she attempted to schedule
service for her refrigerator
It is unfortunate that we failed Ms*** expectations when she recently scheduled a refrigerator repairWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduledWhile there are various factors that can cause this to happen, in Ms*** case the technician needed to spend a longer amount of time at one stopWe apologize that the technician was unable to complete his route on May 19, and incorrectly closed the service order noting that Ms*** was not home instead of contacting our routingWhen our technicians are unable to complete a route, they should notify our routing department in order to reschedule the appointmentAt that time, the appointment is automatically rescheduled for the first available date and time frame
Our records indicate that Ms*** called on May 20, and was informed that the next available date was May 30, Regrettably, the rescheduled appointment date was not meeting Ms*** request for service before her scheduled surgeryFor her inconvenience, Ms*** was offered a $gift card and she accepted the offer; however, on May 23, Ms*** cancelled the service appointmentOn June 12, Ms*** called again and requested service on the refrigerator and at that time, the first available date was July 6, A sooner service request was submitted to our routing department and service was rescheduled for June 21, Our technician will assess the refrigerator and will either repair or order any needed parts to complete the repair on Ms*** refrigeratorWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
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,
*** ***
June 29,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** * ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the problem she encountered when she attempted to
return the shorts that she purchased without a receipt
Upon receipt of Ms*** complaint we reviewed her Shop Your Way Reward account that can track purchases for our members made at Sears or KmartAccording to our records, Ms*** purchased the shorts on salescheck # ***dated April 21, The shorts were on clearance and priced at $each, not $as Ms*** had indicated on her complaintWe would also like to note that Ms*** mentioned in her complaint that she had worn the shorts which means that she must have removed the tagsOnce the tags are removed, we cannot accept a returnFurthermore, our return policy states, “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions…” Since Ms*** purchased her shorts on April 21, and then attempted to return them on June 18, 2016, she was clearly over our 30-day “hassle-free” return period
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return itWe would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no differentIf we made an exception for Ms***, then we would have to make exceptions for everyone that had similar reasons, but may not be factualAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding the service on her refrigerator After reviewing the
service history and discussing the issue with our service unit, we authorized her for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA)Per our records the new refrigerator was delivered on June 20, At this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file We apologize to Ms* *** 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, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
November 12, 2015*** ***Revdex.comNorth
Wabash Ave., Ste#2006Chicago,
IL 60611*** *** * *** *** *** *** *** ***We have completed the investigation of *** ***’
complaint regarding her inability to receive a refund via gift card
from a
portion of her sears.com order that was canceled.Our records show that we did issue *** *** a gift card
for the refund amount of $but that it was later returned to us from the *** *** as undeliverableOur customer support group then manually issued a gift
card to *** *** on September 30, 2015, and it appears the address was changed
to a ** *** Since we did not hear back from *** *** after the gift card was
reissued it is our understanding that she must have received it once it was
sent to the ** *** If that is not the case and *** *** needs us to track the
reissued gift card, and if unused reissue it, she is welcome to contact me via
email or phoneOtherwise, we will consider the issue closed.We apologize to *** *** and appreciate the opportunity
to address this matter. Please feel free
to contact me if you have any further questions or concerns.Sincerely,*** ***Team Manager, Regulatory Complaints*** *** *** ***
Complaint: ***
I am rejecting this response because I only followed directions of Sears customer service when I called reguarding my order.Four of the iphones were never shipped.The merchants issued tracking numbers that were emailed to me but the orders were canceled and never shipped in which credit was issued .Check the USPS tracking numbers issued by the merchants and you will see the order never left the warehouse,one filed as cancelled and the other filed returned.When I contacted customer service to enquire about my order they reordered the items via phone.I returned all items received with labels and addresses Sears supplied,UPS tracking# 1z6988ex9001055304,# 1z6987eThe third I returned to the address given to me by Sears/Kmart at my expence of $34.50,UPS tracking # 1z01776f4209668176.All UPS tracking numbers are correct and have been tracked and received by Sears.This entire order was returned with the labels and directions of Sears customer service in the Phillipenes.Also, the out soursed Sears employees did not speak clear and proper English makeing this process difficult.My Sears Credit account stills remains $2,for the returned items.I made a good faith payment of $so their mistake will not affect my credit
Sincerely,
Michael ***
February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
recent order We would first note that Ms*** placed he order through one of our Marketplace vendors, *** *** As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersAdditionally, each seller has their own return policies, which are accessible via link on the page for the itemAs such, we are not able to interfere with the return process and Ms*** would need to communicate with the seller especially since it seems the return policy period of the seller, days, has expired and also that the issue was not with the item itself, but that it would not fit in her brother in law’s garage That said, it seems that a return shipping label was issuedAt this point in time, Ms*** would need to contact with the seller, who may be reached a* *** during business hours or via email at *** In the interest of member satisfaction, we can try to negotiate with the seller on her behalf, but we cannot force them to do anything given the circumstancesAs this decision is in accordance to our posted terms and conditions, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** *** ***
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,
Arthur P***
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent online order
experience and request for assistance with a box to ship the item back for a refund *** ***, Store General Manager for Kmart Unit *** provided the following response: It is unfortunate that we failed Ms*** expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, we had our associate reach out to Ms*** and asked that she bring in a piece of the item for a refund which she acceptedShould Ms*** have any questions she may contact our store directly at (*** *** Additionally, 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, since we were able to provide her with a refund, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
July 25, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding her recent online order and request for a
refund after the return policy time frame of a Third Party Seller 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 Ms*** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Ms*** case, the order was fulfilled by *** Inclocated at *** *** *** *** ** *** ** ***, with an email address of *** and telephone number *** ***We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Ms*** 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 SITEReturns 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 While the product is far outside of the seller’s return policy and Sears not obligated to issue the refund, we processed a full refund of $in the form of a mail bank check as a onetime courtesy exceptionAdditionally, MsHom may keep or dispose of the merchandise to her discretionThe check will arrive in the mail within to business daysIn closure, since an equitable resolution has been provided, we have closed our file We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation
Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Teresa C*** Dear Ms***: We have completed our investigation of Ms***’s complaint regarding service on her oven We completed repairs on the
oven on August 9, As of August 22, Ms*** stated she has not used the oven yet as she has been on vacationOur service unit provided her a direct number if she is still in need of assistanceSince we have repaired the oven and Ms*** has been provided contact information directly to the service unit we have closed our case We apologize to Ms*** 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, Vanessa L*** Regulatory Complaint Specialist Sears Holdings Corporation ***-***-*** direct Vanessa.L.***@searshc.com
January 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding Sears Duct Cleaning
Upon receiving Mr*** complaint, our office contacted *** *** with Sears Duct Cleaning for assistance. Ms*** subsequently spoke with the local office regarding Mr*** concerns. They responded with the following information. On December 5, 2016, the technician cleaned the dryer vent that exited out of the wall. The outside dryer vent cover was cracked and Mrs*** who was present, was made aware of thisOn December 8, 2016, Mrs*** called the local office to complain that the technician did not vacuum nor clean out her dryer. It was explained that we do not clean nor work on dryers; we only clean the dryer vent. Additionally, she asked to have the dryer vent cover replaced at no cost to her. At this point, Mrs*** asked for a refund. Accordingly, her concerns were forwarded to the manager, *** *** to address. Mr*** subsequently tried to reach Mrs*** several times and left his personal cell number. However, she never called Mrs*** is refusing to allow a follservice; thereby, not permitting Sears Duct Cleaning to re-evaluate the dryer ventUnfortunately, under the terms of Sears Satisfaction Guarantee, Sears must be permitted to inspect and remedy any consumer’s concerns. Without this opportunity, no accommodations will be considered. Since Mrs*** has refused to schedule a follappointment, no refund will be provided. As this decision is final and commensurate to the aforementioned Sears Satisfaction Guarantee, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
I have never been contacted from xpo I was contacted by a mr *** at phone number ***he started getting a hold on me after the complaint went through at which at that time I kept trying to call him backI left messages with the secretary,ultiple times over multiple weeks finally I got hold him and he stated that the Revdex.com was involved and that I am to wait to get a phone call from sears I still have yet to hear anything so I do not know first why any such complaint is closed second why I am being told from you right now that no one has contacted me in weeks which is third why *** is telling me to wait for a phone call from sears to resolve this Question what is going on because honestly I don’t think anyone over there has a clue so yes I am rejecting this response and request that I be contacted and that the above party listed above *** be contacted and am also requesting that everyone get on same page
Complaint:
I am rejecting this response because:
Sincerely,
James ***
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 account used to purchase the item is closed, so I am unsure how my refund will be received
Sincerely,
Katherine ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re* *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services and repairs to her washer*** ***, Sears
Authorized Service Provider Overflow Team Lead provided the following response: It is unfortunate that we failed Ms*** expectations when she called Sears for service on her washer We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in Sears and Sears Home ServicesWe can assure Ms*** that her concerns were 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 we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleOur service records indicate that the repairs were completed and I did contact Ms*** who confirmed that the unit is operating as designedIf I can be of any additional assistance to Ms***, she can reach me at *** That said 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 ***
Complaint: ***
I am rejecting this response because: I have NOT selected another type of mattress as stated, I have via Sears customer service arranged for another exchange (THIS WILL BE NUMBER IT SHOULD BE A KING *** BLACK NATASHA PLUSH PILLOW TOP) until we can resolve the total refund issue , so far Sears has refused any refund and the only option given is to accept the defective mattress or exchange or select another type but if it costs less than original there is no compensation for the difference or select a more expensive mattress but I pay the difference , thats not fairI think after exchanges I am entitled for total refundThe last mattress delivered (number 8) was in folded in half in the truck, only plastic wrapping, handle hanging of , small splits in pillow and stiching coming undone, this is crazy that each delivery has visual defectsI want a total refundThe conversation I had with the Sears representitive in the Esculation Department did not go well , she had a bad attitude , very abrupt , rude and all she kept saying was any refund aint happening, my options were keep the defective bed, have another exchange or she would pick a bed for us , they must be kidding , how can somebody else select a mattress for you , it was a take it or leave it optionI cannot believe a company like Sears reacts to their customers in this fashion, digraceful
Sincerely,
Ian G***
Complaint: ***
I am rejecting this response because:I have the call recorded where the representative use profanity and hung up, I have a terrible refrigerator with scratches from the teenager they send to repairThe only good thingSears did was charge every month on time my bank accountHow many weeks have passed after my complaint? Nobody did anything, the last representative tomd me I was houng to receive a phone call next week, is been weeks and still waiting, I traveled a lot, I am not going to pay roamingI waited for them and no response calls an zero helpI already bought a new refrigeratorunacceptable customer service! The company is steling people money! Because I have education and respect for the readers I cannot write the wordsI do not need a response right now, already purchase a new refrigeratorI waited for weeks, I am not going to ruin my vacation to answer the phone and pay roaming charges!!!!
Sincerely,
*** *** ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** ***
*** *** *** We have completed the investigation of *** ***’ complaint regarding her
refrigeratorThe
refrigerator noted in *** ***’ complaint was covered
by a one year manufacturer’s
warranty until it expired on April 5, Notes from her case with our
Customer Solutions Department indicate that *** *** was told that her
refrigerator was covered by a year sealed system warrantyThis information was
incorrect and was inadvertently given to *** ***That said, in order to
assist *** ***, as a gesture of good faith I provide her with a one year
Service Smart Agreement (SSA) to protect her refrigerator until November 2,
I emergency ordered the needed parts to repair *** *** refrigerator
We placed *** *** on the emergency service list and we were able to repair
her refrigerator on Saturday, November 7, At this time, since we have
noted the actions to assist *** ***, we ask that this complaint be closedWe apologize to *** *** and appreciate the
opportunity to address this matter.
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
After one year plus one week Sears sent an electrician to correct the under code wiringThe township reinspected and passed the electrical installation
While my situation has been resolved, it should never have taken a
year + to correctI put up with a year's excuses, delays and being ignored by a national company