Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI have spoken to someone within the organization and received a satisfactory solution
Sincerely,
*** ***
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,
Beverly ***
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,
Teska J***
October 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
shipping fee As clarification, the delivery fee is $and that was waived form the total of Ms*** orderThe additional $fee she was charged is a fee for premium Saturday only delivery and it is an optional separate feeWe apologize for any misunderstandingIn the interest of resolving this issue, we have issued a credit for the $in question and it should reflect within 3-business daysSince we have granted Ms*** request, we respectfully ask that this matter be considered closed Again, we apologize to MsKoepp and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his snow thrower repair
It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his snow throwerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. *** *** with *** responded that she was able to move the repair up to February 2, 2017. On the day of service, the technician examined the snow thrower and found that the carburetor needed to be cleaned. Once he cleaned the carburetor, he tested the unit and found it to be working properly. With that said, since we have documented Mr*** concerns and we have completed the repair to his snow thrower, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
June 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr***’ complaint regarding his dissatisfaction with the multiple repairs
on his tractor and his request to return for a refund
We apologize for the delay in responding to this complaintWe forwarded this matter to our Kelly G*** Store Manager for Outlet Store *** to research and are currently awaiting the responseWe are committed to providing a fair and equitable resolution and ask that MrH*** allow us ten business days to come to a decisionIn the interim, should Mr*** have any questions, he may contact me directly at ***
We apologize to Mr*** 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
*** *** ***
April 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
Dear Ms***
We have reviewed Ms*** rebuttal to the response provided by Sears Home Delivery
We spoke with Ms*** this morning to verify if she had received her refundMs*** indicated that she had not yet received the credit to dateWe apologized for the delay and advised that we would contact Sears Home Delivery to conduct a research of the credit they indicated was issuedWe informed Ms*** that we would stay in contact with her until she received the refundWe plan to follow up with Ms*** this Wednesday April 29, 2015, to provide her with an update to the credit researchShould Ms*** have any questions or concerns, she may also contact *** *** ** *** *** ext***In the interim, we respectfully ask to have this matter closed, pending her receipt of the refund
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
***
*** *** ***
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
The original complaint to the Revdex.com was before the service technician from Sears determined that the television could not be repairedWe did not get to a satisfactory resolution without numerous service calls and telephone calls to SearsIt was very frustrating to deal with as a customerWe are satisfied with the ultimate resolution and the complaint can be closedThank you for your assistance
January 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his online order experience and
non-receipt of the item he ordered *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Mr*** expectations when he attempted to resolve this matter initiallyWe value Mr*** patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we contacted Mr*** to apologize for the inconvenience with this online orderMr*** stated that his order arrived late but he did receive the product and is happy with itMr*** appreciated our call back to follow up with himAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponShould Mr*** have any further questions or concerns, he may contact our store directly at (*** ***In the interim, we have noted Mr*** 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, *** *** 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 meHowever, this entire process, up until I filed the Revdex.com complaint, has been extremely frustrating Despite multiple attempts by my husband and myself, Sears was unwilling to resolve this problem themselvesI only saw true concern and remorse for poor service after the complaint was filed I strongly encourage Sears to review customer service policies and the process of escalating unsatisfied customers to managers or departments that can help
Sincerely,
*** ***
They have falsely claimed that both my parents and my father in laws account are linked to my account, they are all fans of sears and kmart, they do not live at my house and I do not know why they are claiming they doThere are not accounts that are in assoicated with my addressMy wife lives at my house she has her own account, there terms and conditions state per person not per addressThey are clearly violating there own terms by locking someones account because someone else lives at there house and shops at the same storePlease refund my money that was stolen. my account is 3502 Complaint: ***
I am rejecting this response because:
Sincerely,
Cody ***
(The consumer indicated he/she ACCEPTED the response from the business.)
The business provided a full refund of the original purchase, which was used to replace the mowerIn addition, the extended warranty for the original mower was moved to the replacementThe response from the business was
timely, professional and very helpful
Revdex.com:
IN HER RESPONSE *** *** DENYS SEARS RESPONSIBILITY FOR THE PRODUCTSEARS ADVERTISED THE PRODUCT AND THE PAYMENT WENT TO SEARSTHE TERMS OF SERVICE SHE REFERS TO ARE SEARSMY TERMS OF SERVICE ARE SIMPLY"PERFORM AS PROMISED." FAILURE TO DO SO RESULTS IN Revdex.com ACTION.ULTIMATELY, SEARS IS RESPONSIBLE IF FOR NO OTHER REASON THAN TAKING PAYMENT. ALL ATTEMPTS TO CONTACT *** VIA PHONE AND EMAIL WERE IGNOREDATTEMPTS TO CONTACT SEARS WERE MET WITH THE USUAL "PUSH THIS BUTTON, NOW PUSH THAT BUTTON" THAT LARGE COMPANYS HIDE BEHIND I DID GET THE ITEMS THAT WERE MISSING IN THE ORIGINAL PACKAGEI AM CLOSING THIS MATTER. REGARDS,*** ***
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: # *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her new Kenmore refrigerator We confirmed with Ms***
that her refrigerator was exchanged and for customer satisfaction reasons we also offered Ms*** a gift card in the amount of $which she acceptedMs*** has my direct contact information if she needs further assistanceAt this time we ask this complaint to be closed since we have replaced Ms*** refrigerator 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 SpecialistSears Holdings Corporation*** ***
August 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** Colt C*** Dear *** *** We have completed the investigation of Mr
C*** complaint regarding his icemaker In fulfillment of MrC*** request, we are picking his icemaker up and a full refund will be issued once we are notified that the item has been returned by our shipping carrier. In light of the aforementioned information, we have closed our file We apologize to MrC*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation ***
April 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his recent online order experience
and request to receive a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that *** *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** *** *** *** ** *** ** *** *** *** ** *** ** *** *** *** *** ** *** ** *** *** *** email address is *** with a telephone number of *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** 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 After reviewing the notes in *** *** order we found that the vendor was in direct contact with him regarding this matterAdditionally, we confirmed that *** *** was refunded $back to his *** account on April 12, For *** *** records the refund receipt number is *** In closure, since a full refund 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
February 24,
*** *** 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 ordered
a new range and receiving the credit to her account for the cancelled order
It is unfortunate that we failed Ms*** expectations when she recently ordered a new rangeWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We contacted Ms*** and she confirmed that she has received the correct rangeShe stated that she received the credit for the cancelled order; however, $of the refund was issued in the form of gift cardsShe did not want the gift cards, she wanted them applied towards the purchaseWe offered to devalue the gift cards and reissued the credit to her Sears account; she agreedOn February 16, we received confirmation that the gift cards were devalued and we issued two separate credits totaling $to Ms*** account ending in *** We also reached out to *** and requested that they contact Ms*** regarding the charges and credits to her accountOn February 21, *** *** Executive Analyst with ***, contacted Ms*** and advise that the credits had been applied as well as the current balanceMs*** stated that she was satisfied and had no additional questionsWith that being said, since we have addressed the issues 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
*** *** ***
October 5,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** ** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the multiple repairs
of his refrigerator
We have received Ms*** refrigerator and after reviewing her service history, we can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms***, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, Ms*** refrigerator is scheduled for service today, 10/05/to install a fan motor. That being said, because we have addressed Ms*** complaint, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
***
***
September 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Frankie M
***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the delay in receiving his purchased appliance
After reviewing Mr*** complaint and our records, we were able to determine that due to the delay in receiving his purchased appliance, the delivery fee was waivedIn addition the customer returned to the store and purchased additional appliances and the delivery fee was also waivedWe called and spoke with Mr*** on August 19, and offered as a onetime courtesy a $gift card, which he acceptedSince we were able to provide a resolution that was satisfactory to Mr*** we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-***
***@searsch.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI have spoken to someone within the organization and received a satisfactory solution
Sincerely,
*** ***
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,
Beverly ***
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,
Teska J***
October 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her
shipping fee As clarification, the delivery fee is $and that was waived form the total of Ms*** orderThe additional $fee she was charged is a fee for premium Saturday only delivery and it is an optional separate feeWe apologize for any misunderstandingIn the interest of resolving this issue, we have issued a credit for the $in question and it should reflect within 3-business daysSince we have granted Ms*** request, we respectfully ask that this matter be considered closed Again, we apologize to MsKoepp and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
February 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed our investigation of Mr*** complaint regarding his snow thrower repair
It is unfortunate that we failed Mr*** expectations when he recently contacted Sears Home Services to repair his snow throwerWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr*** complaint, we contacted the local service unit for assistance. *** *** with *** responded that she was able to move the repair up to February 2, 2017. On the day of service, the technician examined the snow thrower and found that the carburetor needed to be cleaned. Once he cleaned the carburetor, he tested the unit and found it to be working properly. With that said, since we have documented Mr*** concerns and we have completed the repair to his snow thrower, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist
June 28,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** ***
Dear Ms***
We have not fully completed our investigation of Mr***’ complaint regarding his dissatisfaction with the multiple repairs
on his tractor and his request to return for a refund
We apologize for the delay in responding to this complaintWe forwarded this matter to our Kelly G*** Store Manager for Outlet Store *** to research and are currently awaiting the responseWe are committed to providing a fair and equitable resolution and ask that MrH*** allow us ten business days to come to a decisionIn the interim, should Mr*** have any questions, he may contact me directly at ***
We apologize to Mr*** 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
*** *** ***
April 27,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
Dear Ms***
We have reviewed Ms*** rebuttal to the response provided by Sears Home Delivery
We spoke with Ms*** this morning to verify if she had received her refundMs*** indicated that she had not yet received the credit to dateWe apologized for the delay and advised that we would contact Sears Home Delivery to conduct a research of the credit they indicated was issuedWe informed Ms*** that we would stay in contact with her until she received the refundWe plan to follow up with Ms*** this Wednesday April 29, 2015, to provide her with an update to the credit researchShould Ms*** have any questions or concerns, she may also contact *** *** ** *** *** ext***In the interim, we respectfully ask to have this matter closed, pending her receipt of the refund
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
Regulatory Complaint Specialist
***
*** *** ***
*** *** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
The original complaint to the Revdex.com was before the service technician from Sears determined that the television could not be repairedWe did not get to a satisfactory resolution without numerous service calls and telephone calls to SearsIt was very frustrating to deal with as a customerWe are satisfied with the ultimate resolution and the complaint can be closedThank you for your assistance
January 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his online order experience and
non-receipt of the item he ordered *** *** Store General Manager for Unit *** provided the following response: It is unfortunate that we failed Mr*** expectations when he attempted to resolve this matter initiallyWe value Mr*** patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we contacted Mr*** to apologize for the inconvenience with this online orderMr*** stated that his order arrived late but he did receive the product and is happy with itMr*** appreciated our call back to follow up with himAdditionally, we hope that in the future Mr*** will allow us another opportunity to provide him with a better example of customer service that we have built our reputation uponShould Mr*** have any further questions or concerns, he may contact our store directly at (*** ***In the interim, we have noted Mr*** 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, *** *** 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 meHowever, this entire process, up until I filed the Revdex.com complaint, has been extremely frustrating Despite multiple attempts by my husband and myself, Sears was unwilling to resolve this problem themselvesI only saw true concern and remorse for poor service after the complaint was filed I strongly encourage Sears to review customer service policies and the process of escalating unsatisfied customers to managers or departments that can help
Sincerely,
*** ***
(The consumer indicated he/she ACCEPTED the response from the business.)
It takes more than month for the refund but finally I have got my money back
They have falsely claimed that both my parents and my father in laws account are linked to my account, they are all fans of sears and kmart, they do not live at my house and I do not know why they are claiming they doThere are not accounts that are in assoicated with my addressMy wife lives at my house she has her own account, there terms and conditions state per person not per addressThey are clearly violating there own terms by locking someones account because someone else lives at there house and shops at the same storePlease refund my money that was stolen. my account is 3502 Complaint: ***
I am rejecting this response because:
Sincerely,
Cody ***
(The consumer indicated he/she ACCEPTED the response from the business.)
The business provided a full refund of the original purchase, which was used to replace the mowerIn addition, the extended warranty for the original mower was moved to the replacementThe response from the business was
timely, professional and very helpful
Revdex.com:
IN HER RESPONSE *** *** DENYS SEARS RESPONSIBILITY FOR THE PRODUCTSEARS ADVERTISED THE PRODUCT AND THE PAYMENT WENT TO SEARSTHE TERMS OF SERVICE SHE REFERS TO ARE SEARSMY TERMS OF SERVICE ARE SIMPLY"PERFORM AS PROMISED." FAILURE TO DO SO RESULTS IN Revdex.com ACTION.ULTIMATELY, SEARS IS RESPONSIBLE IF FOR NO OTHER REASON THAN TAKING PAYMENT. ALL ATTEMPTS TO CONTACT *** VIA PHONE AND EMAIL WERE IGNOREDATTEMPTS TO CONTACT SEARS WERE MET WITH THE USUAL "PUSH THIS BUTTON, NOW PUSH THAT BUTTON" THAT LARGE COMPANYS HIDE BEHIND I DID GET THE ITEMS THAT WERE MISSING IN THE ORIGINAL PACKAGEI AM CLOSING THIS MATTER. REGARDS,*** ***
*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: # *** * *** *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding her new Kenmore refrigerator We confirmed with Ms***
that her refrigerator was exchanged and for customer satisfaction reasons we also offered Ms*** a gift card in the amount of $which she acceptedMs*** has my direct contact information if she needs further assistanceAt this time we ask this complaint to be closed since we have replaced Ms*** refrigerator 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 SpecialistSears Holdings Corporation*** ***
August 5, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** Colt C*** Dear *** *** We have completed the investigation of Mr
C*** complaint regarding his icemaker In fulfillment of MrC*** request, we are picking his icemaker up and a full refund will be issued once we are notified that the item has been returned by our shipping carrier. In light of the aforementioned information, we have closed our file We apologize to MrC*** 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*** Regulatory Complaint Specialist Sears Holdings Corporation ***
April 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** *** *** *** We have completed the investigation of *** *** complaint regarding his recent online order experience
and request to receive a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that *** *** placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn *** *** case, the order was fulfilled by *** *** *** *** ** *** ** *** *** *** ** *** ** *** *** *** *** ** *** ** *** *** *** email address is *** with a telephone number of *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor *** *** 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 After reviewing the notes in *** *** order we found that the vendor was in direct contact with him regarding this matterAdditionally, we confirmed that *** *** was refunded $back to his *** account on April 12, For *** *** records the refund receipt number is *** In closure, since a full refund 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
February 24,
*** *** 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 ordered
a new range and receiving the credit to her account for the cancelled order
It is unfortunate that we failed Ms*** expectations when she recently ordered a new rangeWe value Ms*** patronage, but can understand her frustration due to the series of events noted in her complaintWe would like to apologize for the inconvenience and disappointment that Ms*** may have experiencedWe want to assure Ms*** that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
We contacted Ms*** and she confirmed that she has received the correct rangeShe stated that she received the credit for the cancelled order; however, $of the refund was issued in the form of gift cardsShe did not want the gift cards, she wanted them applied towards the purchaseWe offered to devalue the gift cards and reissued the credit to her Sears account; she agreedOn February 16, we received confirmation that the gift cards were devalued and we issued two separate credits totaling $to Ms*** account ending in *** We also reached out to *** and requested that they contact Ms*** regarding the charges and credits to her accountOn February 21, *** *** Executive Analyst with ***, contacted Ms*** and advise that the credits had been applied as well as the current balanceMs*** stated that she was satisfied and had no additional questionsWith that being said, since we have addressed the issues 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
*** *** ***
October 5,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** ** *** ***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding the multiple repairs
of his refrigerator
We have received Ms*** refrigerator and after reviewing her service history, we can understand why she was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Ms***, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, Ms*** refrigerator is scheduled for service today, 10/05/to install a fan motor. That being said, because we have addressed Ms*** complaint, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
***
***
September 8,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: # 945*** - Frankie M
***
Dear Ms***:
We have completed the investigation of Mr*** complaint regarding the delay in receiving his purchased appliance
After reviewing Mr*** complaint and our records, we were able to determine that due to the delay in receiving his purchased appliance, the delivery fee was waivedIn addition the customer returned to the store and purchased additional appliances and the delivery fee was also waivedWe called and spoke with Mr*** on August 19, and offered as a onetime courtesy a $gift card, which he acceptedSince we were able to provide a resolution that was satisfactory to Mr*** we have closed our files
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Ema ***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -512-***
***@searsch.com