March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his washer First, we would like
to apologize to Mr*** for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr*** Master Protection Agreement (MPA). Based upon the features of Mr*** current washer, it was determined that $would provide him with a comparable replacement under his MPA. An email was sent to Mr*** on February 29, 2016, explaining the replacement process. As stated in the email, Mr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, (*** *** to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; the MPA will then provide additional coverage until October 16, 2020. This expiration date includes a six-month extension provided to Mr*** by our Protection Agreement Department. With that said, since we are providing Mr*** with an equitable resolution, 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
Contact Name and Title: MELISSA ***
July 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Patricia *** - # 9***
Dear Ms***:
We have completed
the investigation of Ms***'s complaint regarding Sears Carpet Cleaning
First, we would like to apologize to Ms*** for failing her expectations in regard to a recent carpet cleaningAfter a follcleaning failed to provide Ms*** with the results she hoped for, Ronald *** Manager, proposed the following settlement - $refund for the service and $for the unresolved spotsMs*** accepted the offer and on July 24, 2015, she signed a settlement agreementIn accordance with the terms of the agreement, Ms*** should receive a credit for the agreed upon amount within the next daysSince it is our understanding that Ms*** is satisfied with the aforementioned resolution, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I do sincerely appreciate you addressing my concerns Thank you
Sincerely,
Scott ***
March 27,
*** ***
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 her
purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyConsumers may view the return policy on Sears.com, signs posted at registers, or can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptions.” Since Ms*** was unable to provide a gift receipt or proof of purchase when she attempted to return/exchange the lingerie, her request was denied by the store
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms*** when no one else has received oneMs*** indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange…it must be requested with proof of purchaseAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
Again, 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
*** *** ***
November 15, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Shirley *** - # *** Dear Ms***: We have completed our investigation of Ms*** complaint regarding her
washer It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her washerWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely apologize to Ms*** for any inconvenience she may have experienced Prior to our receiving Ms*** complaint from your agency, she was assisted by our escalated customer service group, Executive Member Services. Our records show that Ms*** selected a new washer on November 9, 2016, and is expecting delivery on November 21, 2016. Additionally, the remaining extended coverage has transferred to the new washer; the MPA expires on January 5, 2018. Since Ms*** is being provided with the replacement she requested, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI finally recieved the check $Thursday, May It would be nice to be compensated in some way with the inconvenience that Sears has put my husband and I through.
Sincerely,
*** *** After all we as devoted customers have been put through of this issue of our mattressWe would hope that Sears would be able to compensate us in some way toward the total cost of our purchase.After all we as devoted customers have been put through of this issue of our mattressWe would hope that Sears would be able to compensate us in some way toward the total cost of our purchase
April 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and non-receipt of a refund for items he ordered from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have issued refunds of $and $to Mr*** credit card ending in 4586. The amount of his refunds may vary from the original price paid for each item due to the Shop Your Way Rewards points earned on the orders being used toward subsequent purchases completed by Mr*** Mr*** may initiate the return process via his order profile on sears.com or contact sears.com via chat or telephone to expedite the return/refund process should he need return assistance in the future. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr*** comments and the requested resolution has been provided 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 *** *** *** ***
July 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed the investigation of MrV*** complaint regarding his dissatisfaction with our
appointment availability for his lawn tractor repair We apologize that we were unable to arrange a mutually satisfying time frame for MrV*** lawn tractor repair. We would like to clarify that Sears’ protection agreements do not make any promise that service will be provided within a certain time frame or date. Although we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possible. With that having been said, we can definitely understand MrV*** frustration with the delay he experienced. Our records indicate that our technician returned on June 2, 2017, completed a repair and confirmed that MrV*** lawn tractor was operating to the manufacturer’s specifications afterward. We have documented that our process did not meet MrV*** needs, and we do compile this information to determine whether changes are warranted to satisfy our customers’ needs and our own business objectives. Additionally, we have agreed to honor his request for reimbursement of his lawn care expenseMrVasandani is expected to receive his reimbursement check of $within business days, and is welcome to contact Regulatory Complaint Specialist *** *** at *** if he has any further concerns about this issue or his reimbursement checkWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MrV*** expectations, since we have provided the requested resolution 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, *** *** Regulatory Complaint Specialist *** *** *** ***
Complaint: ***
I am rejecting this response because: Even though I understand the stated policy, the fact that you have referenced the hassle free return policy in your response makes it clear that you do not actually have oneWhen you place so many restrictions upon a return policy that makes it impossible to resolve an issue with the stated policy with out having to jump thru hoops and avoid the many pitfalls that are thrown into you path to just to wait weeks to get a response form someone that offers no help in the least show just how little your company values their customersI am sure that this is a leading factor to your companies continue decline and many store closingsAdd to that the fact that you do not even have the curtesy of addressing me correctly even though it is clearly stated in multiple places that I am a Mister *** and not a Ms*** just reinforces that fact that you do not care about your customers in the leastWith that being said,no one in my family will any longer be doing business with your companyI am sure that this is no loss to a company that values your customers as much as you appear to but I am sure that it will add to the long term losses and will most certainly contribute, at least in a small way since it was may mother-in-laws favorite store, to your companies final closingJust as an aside, we will be donating the dishes to charity so that at least someone, somewhere will be able to benefit from our misfortune with having to deal with such a customer "friendly" company with such a "great hassle free return policy".
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
I was dismayed that the manager who called made it sound as if he alone had been working on my behalf to resolve this issue, and no reference to my complaint with the Revdex.com and Sears in *eneral was made. This manager either has a huge ego, or doesn't want to admit there was an error made. The battery was returned and the refund *iven. This was my only bad experience with this location, but it left a bitter memory if that is the quality of management. The salesperson who originally sold the battery was excellent. The manager wasn't.
Sincerely,
Richard ***
February 24, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Donnie W*** - # *** Dear Ms***: We have completed the investigation of Mr***’ complaint regarding damage he claims was caused to
his vehicle by Sears Auto Center Sears has referred Mr*** to our third-party claims administrator, Sedgwick. Samuel *** has been assigned as Mr***’ caseworker and his claim number is ***If Mr*** has any questions regarding his claim, we ask that he contact Mr*** at (847) 645-*** during business hours or via email at Samuel.***@sedgwickcms.com. Per our protocol, once a consumer has been assigned a claim number through Sedgwick, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Mr***’ issue, regardless of the decision made; however, as a courtesy, we sent Sedgwick an email advising that Mr*** has escalated his issue to the Revdex.com Again, if Mr*** has any concerns or questions regarding his claim, we ask that he speak with Mr***With that said, since Sedgwick is the party responsible for addressing Mr***’ damage claim, not Sears, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer and repair
services We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceRepairs were completed on January 23, on Mr*** dishwasherWe are processing a refund of the $part Mr*** paid for and we have also processed a $gift card for customer satisfaction reasonsMr*** should receive both the gift card and the refund within to business daysWe respectfully ask that this matter be closed, since we have repaired Mr*** dishwasher and noted his candid feedback Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding a mattress purchased from Sears*** ***, Service Recovery
Specialist from Sears Home Delivery provided the following response: After receiving Mr*** complaint I contacted him to discuss his concernsMr*** requested that his order be cancelled and to receive a refundI was able to confirm that the order was cancelled on January 14th , a refund was processed and the fund should post back to his ***Card ending in *** within to business days of this dateIf I can be of any further assistance to Mr***, he can reach me at *** *** *** Since we have noted the actions taken by Sears to refund Mr***, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
August 24, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***We have completed the investigation of MsB*** complaint regarding the recent purchase of a fridge.After reviewing MsB*** complaint and
our records, we were able to determine that two days after delivering her purchased fridge, July 24, 2017, she called customer service to report that the delivered fridge had some cosmetic damage and requested an exchangeThe requested exchange was processed and scheduled for August 07, Due to the manufacture not being able to fill MsB*** order, her delivery date was rescheduled on several occasions and we apologize for thisUnfortunately MsB*** decided to cancel the exchange and requested a return of the delivered fridgeSince MsB*** was outside the return window, customer service denied her request.Upon receipt of her complaint, we called her on August 24, to offer a $sales adjustment towards the delivered fridge or a pick up since we had documentation on file that she called and reported the cosmetic damageMsB*** declined the sales adjustment and requested a returnAt this time, there is a pending pick up for August 26, Once the merchandise is returned back to our warehouse, a credit in the original amount charged of $will be issued back to the original form of paymentSince we were able to provide MsB*** with her requested resolution, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: *** imx integrated member experience
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kyle H*** Dear Ms*** We have completed the investigation of MsH*** complaint regarding her *** cook top To clarify, like many retail
stores Sears sells many different Brands, but unlike other retailers Sears is contracted by many of these manufactures to provide service for their warrantied itemsAlthough at one time Sears was contracted with *** for any manufacture warranty service we no longer hold a contact with *** for their warranty service coverage It is unfortunate that MsH***’s *** cook top did not live up to her expectations but since MsH*** is outside the Sears day return period we are unable to refund her the purchase of the *** cook topMsH*** will need to follow the manufactures warranty regarding service with *** at this time as Sears is not the manufacture of *** productsSince we have explained why we are not able to refund MsH*** *** washer and dryer as she request we have closed our case We apologize to MsH*** 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 LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
July 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Justin R*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding the warranty on his water
heater We would like to note that Mr*** originally purchased a Power Miser water heater on October 28, According to the manufacturer’s warranty listed in his owner’s manual, any parts costs would be covered through the sixth year of ownership, but any labor costs would be his responsibility after the first yearAdditionally, it is noted that if a tank leak is verified within years from the date of purchase, the unit will be replaced with a comparable model, but the customer will pay for installationMr*** was recently authorized for replacement in error by one of our technicians that did not realize that his initial unit was purchased in We apologize for any misunderstanding It seems that Mr*** feels that the warranty should start all over when a replacement is provided, but that is not the caseThe manufacturer’s warranty is for a period of six years from the original date of purchase, which expired on October 28, Until that point in time, the consumer would be entitled to receive replacements for a leaking tankWe provided Mr*** with a replacement tank twice already in fulfillment of the manufacturer’s warranty on April 30, and then again on May 18, Mr*** is not entitled to replacements into perpetuity under the manufacturer’s warranty; it does not start over with each replacement and it is retroactive to the date of his original purchaseSince Mr*** warranty expired in 2014, we have no further obligation towards his water heater and any replacement costs would now be his responsibilityDespite that fact, we are willing to discount the purchase of a new water heater from Sears by 10% off of the lowest price as a courtesyThis would apply in addition to any current sale prices, but not to close out, clearance, previously used, floor model or outlet merchandise and is only valid for days from the date of this letter; after that, it will be null and voidWe respectfully ask that this complaint be closed as we have honored the terms of the manufacturer’s warranty in this instance. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation ***@searshc.com *** ***
October 5,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Mr*** complaint regarding
installation of his wall oven where his carpet allegedly was damaged
Upon receiving Mr*** complaint, we escalated his concerns to Jerry *** District Sales Manager, who has attempted to reach Mr*** via telephone and I has left contact information on voicemail; however, at this time he has not responded. We are unable to resolve Mr*** issue until we have the opportunity to discuss the matter with him. He may contact Mr*** at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider Mr*** matter closed, pending his response
We apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
*** ***
Regulatory Complaints Specialist
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI do hope that something is done to make it clearer to Customer Service about handling situations like this
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
I also complained to Ms*** a top executive with SEAR & SEARS technician came to my residence and fix the problem. I am very satisfied with SEARS & thankful to Revdex.com
Sincerely,
*** ***
March 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear *** *** We have completed the investigation of Mr*** complaint regarding his washer First, we would like
to apologize to Mr*** for failing his expectations in regard to the repair of his washer. After reviewing the notes in our service system, our office authorized a replacement under Mr*** Master Protection Agreement (MPA). Based upon the features of Mr*** current washer, it was determined that $would provide him with a comparable replacement under his MPA. An email was sent to Mr*** on February 29, 2016, explaining the replacement process. As stated in the email, Mr*** is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist him. Mr*** will need to provide the telephone number on record, (*** *** to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty; the MPA will then provide additional coverage until October 16, 2020. This expiration date includes a six-month extension provided to Mr*** by our Protection Agreement Department. With that said, since we are providing Mr*** with an equitable resolution, 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
Contact Name and Title: MELISSA ***
July 28,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: Patricia *** - # 9***
Dear Ms***:
We have completed
the investigation of Ms***'s complaint regarding Sears Carpet Cleaning
First, we would like to apologize to Ms*** for failing her expectations in regard to a recent carpet cleaningAfter a follcleaning failed to provide Ms*** with the results she hoped for, Ronald *** Manager, proposed the following settlement - $refund for the service and $for the unresolved spotsMs*** accepted the offer and on July 24, 2015, she signed a settlement agreementIn accordance with the terms of the agreement, Ms*** should receive a credit for the agreed upon amount within the next daysSince it is our understanding that Ms*** is satisfied with the aforementioned resolution, we ask that this matter be closed
Again, we apologize to Ms*** and we appreciate the opportunity to address this matter
Sincerely,
Melissa ***
Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I do sincerely appreciate you addressing my concerns Thank you
Sincerely,
Scott ***
Complaint: ***
I am rejecting this response because:
Sincerely,
Sarah ***
March 27,
*** ***
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 her
purchase after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyConsumers may view the return policy on Sears.com, signs posted at registers, or can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied with an item sold by Sears, you can return your purchase in its original packaging with all accessories, manuals & parts, with your original receipt, for a refund or exchange per the terms & conditions outlined belowFor most items, you have days from the date of purchase to make a return with some exceptions.” Since Ms*** was unable to provide a gift receipt or proof of purchase when she attempted to return/exchange the lingerie, her request was denied by the store
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correctionIt would not be fair to make an exception for Ms*** when no one else has received oneMs*** indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptionsThe policy is for any refund or exchange…it must be requested with proof of purchaseAfter that there are no options availableAccordingly, as we were just adhering to our posted return policy, we are unable to honor Ms*** request
Again, 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
*** *** ***
November 15, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Shirley *** - # *** Dear Ms***: We have completed our investigation of Ms*** complaint regarding her
washer It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her washerWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely apologize to Ms*** for any inconvenience she may have experienced Prior to our receiving Ms*** complaint from your agency, she was assisted by our escalated customer service group, Executive Member Services. Our records show that Ms*** selected a new washer on November 9, 2016, and is expecting delivery on November 21, 2016. Additionally, the remaining extended coverage has transferred to the new washer; the MPA expires on January 5, 2018. Since Ms*** is being provided with the replacement she requested, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI finally recieved the check $Thursday, May It would be nice to be compensated in some way with the inconvenience that Sears has put my husband and I through.
Sincerely,
*** *** After all we as devoted customers have been put through of this issue of our mattressWe would hope that Sears would be able to compensate us in some way toward the total cost of our purchase.After all we as devoted customers have been put through of this issue of our mattressWe would hope that Sears would be able to compensate us in some way toward the total cost of our purchase
April 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our
customer service and non-receipt of a refund for items he ordered from sears.com It is unfortunate that we failed Mr*** expectations when he recently placed an order with SearsWe value his patronage and can understand his frustration with the events detailed in his letterHis concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have issued refunds of $and $to Mr*** credit card ending in 4586. The amount of his refunds may vary from the original price paid for each item due to the Shop Your Way Rewards points earned on the orders being used toward subsequent purchases completed by Mr*** Mr*** may initiate the return process via his order profile on sears.com or contact sears.com via chat or telephone to expedite the return/refund process should he need return assistance in the future. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed since we have noted Mr*** comments and the requested resolution has been provided 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 *** *** *** ***
July 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** * *** *** Dear Ms*** We have completed the investigation of MrV*** complaint regarding his dissatisfaction with our
appointment availability for his lawn tractor repair We apologize that we were unable to arrange a mutually satisfying time frame for MrV*** lawn tractor repair. We would like to clarify that Sears’ protection agreements do not make any promise that service will be provided within a certain time frame or date. Although we are unable to grant every request, we do make every effort to schedule at our customer’s convenience whenever possible. With that having been said, we can definitely understand MrV*** frustration with the delay he experienced. Our records indicate that our technician returned on June 2, 2017, completed a repair and confirmed that MrV*** lawn tractor was operating to the manufacturer’s specifications afterward. We have documented that our process did not meet MrV*** needs, and we do compile this information to determine whether changes are warranted to satisfy our customers’ needs and our own business objectives. Additionally, we have agreed to honor his request for reimbursement of his lawn care expenseMrVasandani is expected to receive his reimbursement check of $within business days, and is welcome to contact Regulatory Complaint Specialist *** *** at *** if he has any further concerns about this issue or his reimbursement checkWe are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed MrV*** expectations, since we have provided the requested resolution 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, *** *** Regulatory Complaint Specialist *** *** *** ***
Complaint: ***
I am rejecting this response because: Even though I understand the stated policy, the fact that you have referenced the hassle free return policy in your response makes it clear that you do not actually have oneWhen you place so many restrictions upon a return policy that makes it impossible to resolve an issue with the stated policy with out having to jump thru hoops and avoid the many pitfalls that are thrown into you path to just to wait weeks to get a response form someone that offers no help in the least show just how little your company values their customersI am sure that this is a leading factor to your companies continue decline and many store closingsAdd to that the fact that you do not even have the curtesy of addressing me correctly even though it is clearly stated in multiple places that I am a Mister *** and not a Ms*** just reinforces that fact that you do not care about your customers in the leastWith that being said,no one in my family will any longer be doing business with your companyI am sure that this is no loss to a company that values your customers as much as you appear to but I am sure that it will add to the long term losses and will most certainly contribute, at least in a small way since it was may mother-in-laws favorite store, to your companies final closingJust as an aside, we will be donating the dishes to charity so that at least someone, somewhere will be able to benefit from our misfortune with having to deal with such a customer "friendly" company with such a "great hassle free return policy".
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
I was dismayed that the manager who called made it sound as if he alone had been working on my behalf to resolve this issue, and no reference to my complaint with the Revdex.com and Sears in *eneral was made. This manager either has a huge ego, or doesn't want to admit there was an error made. The battery was returned and the refund *iven. This was my only bad experience with this location, but it left a bitter memory if that is the quality of management. The salesperson who originally sold the battery was excellent. The manager wasn't.
Sincerely,
Richard ***
February 24, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Donnie W*** - # *** Dear Ms***: We have completed the investigation of Mr***’ complaint regarding damage he claims was caused to
his vehicle by Sears Auto Center Sears has referred Mr*** to our third-party claims administrator, Sedgwick. Samuel *** has been assigned as Mr***’ caseworker and his claim number is ***If Mr*** has any questions regarding his claim, we ask that he contact Mr*** at (847) 645-*** during business hours or via email at Samuel.***@sedgwickcms.com. Per our protocol, once a consumer has been assigned a claim number through Sedgwick, they provide an official response representing Sears and they have the empowerment to accept or deny a consumer’s claim. At this point, Sears can no longer assist with Mr***’ issue, regardless of the decision made; however, as a courtesy, we sent Sedgwick an email advising that Mr*** has escalated his issue to the Revdex.com Again, if Mr*** has any concerns or questions regarding his claim, we ask that he speak with Mr***With that said, since Sedgwick is the party responsible for addressing Mr***’ damage claim, not Sears, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter. Sincerely, Melissa *** Regulatory Complaints Specialist
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer and repair
services We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenienceRepairs were completed on January 23, on Mr*** dishwasherWe are processing a refund of the $part Mr*** paid for and we have also processed a $gift card for customer satisfaction reasonsMr*** should receive both the gift card and the refund within to business daysWe respectfully ask that this matter be closed, since we have repaired Mr*** dishwasher and noted his candid feedback Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** Dear *** *** We have completed the investigation of Mr*** complaint regarding a mattress purchased from Sears*** ***, Service Recovery
Specialist from Sears Home Delivery provided the following response: After receiving Mr*** complaint I contacted him to discuss his concernsMr*** requested that his order be cancelled and to receive a refundI was able to confirm that the order was cancelled on January 14th , a refund was processed and the fund should post back to his ***Card ending in *** within to business days of this dateIf I can be of any further assistance to Mr***, he can reach me at *** *** *** Since we have noted the actions taken by Sears to refund Mr***, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***
August 24, 2017*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611Re: *** * *** ***Dear Ms***We have completed the investigation of MsB*** complaint regarding the recent purchase of a fridge.After reviewing MsB*** complaint and
our records, we were able to determine that two days after delivering her purchased fridge, July 24, 2017, she called customer service to report that the delivered fridge had some cosmetic damage and requested an exchangeThe requested exchange was processed and scheduled for August 07, Due to the manufacture not being able to fill MsB*** order, her delivery date was rescheduled on several occasions and we apologize for thisUnfortunately MsB*** decided to cancel the exchange and requested a return of the delivered fridgeSince MsB*** was outside the return window, customer service denied her request.Upon receipt of her complaint, we called her on August 24, to offer a $sales adjustment towards the delivered fridge or a pick up since we had documentation on file that she called and reported the cosmetic damageMsB*** declined the sales adjustment and requested a returnAt this time, there is a pending pick up for August 26, Once the merchandise is returned back to our warehouse, a credit in the original amount charged of $will be issued back to the original form of paymentSince we were able to provide MsB*** with her requested resolution, we have closed our files.We appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns.Sincerely, *** ***Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: ***F: *** imx integrated member experience
*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - Kyle H*** Dear Ms*** We have completed the investigation of MsH*** complaint regarding her *** cook top To clarify, like many retail
stores Sears sells many different Brands, but unlike other retailers Sears is contracted by many of these manufactures to provide service for their warrantied itemsAlthough at one time Sears was contracted with *** for any manufacture warranty service we no longer hold a contact with *** for their warranty service coverage It is unfortunate that MsH***’s *** cook top did not live up to her expectations but since MsH*** is outside the Sears day return period we are unable to refund her the purchase of the *** cook topMsH*** will need to follow the manufactures warranty regarding service with *** at this time as Sears is not the manufacture of *** productsSince we have explained why we are not able to refund MsH*** *** washer and dryer as she request we have closed our case We apologize to MsH*** 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 LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***
July 27, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Justin R*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding the warranty on his water
heater We would like to note that Mr*** originally purchased a Power Miser water heater on October 28, According to the manufacturer’s warranty listed in his owner’s manual, any parts costs would be covered through the sixth year of ownership, but any labor costs would be his responsibility after the first yearAdditionally, it is noted that if a tank leak is verified within years from the date of purchase, the unit will be replaced with a comparable model, but the customer will pay for installationMr*** was recently authorized for replacement in error by one of our technicians that did not realize that his initial unit was purchased in We apologize for any misunderstanding It seems that Mr*** feels that the warranty should start all over when a replacement is provided, but that is not the caseThe manufacturer’s warranty is for a period of six years from the original date of purchase, which expired on October 28, Until that point in time, the consumer would be entitled to receive replacements for a leaking tankWe provided Mr*** with a replacement tank twice already in fulfillment of the manufacturer’s warranty on April 30, and then again on May 18, Mr*** is not entitled to replacements into perpetuity under the manufacturer’s warranty; it does not start over with each replacement and it is retroactive to the date of his original purchaseSince Mr*** warranty expired in 2014, we have no further obligation towards his water heater and any replacement costs would now be his responsibilityDespite that fact, we are willing to discount the purchase of a new water heater from Sears by 10% off of the lowest price as a courtesyThis would apply in addition to any current sale prices, but not to close out, clearance, previously used, floor model or outlet merchandise and is only valid for days from the date of this letter; after that, it will be null and voidWe respectfully ask that this complaint be closed as we have honored the terms of the manufacturer’s warranty in this instance. We apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Regulatory Complaint Specialist Sears Holdings Corporation ***@searshc.com *** ***
October 5,
*** ***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have been unable to complete the investigation of Mr*** complaint regarding
installation of his wall oven where his carpet allegedly was damaged
Upon receiving Mr*** complaint, we escalated his concerns to Jerry *** District Sales Manager, who has attempted to reach Mr*** via telephone and I has left contact information on voicemail; however, at this time he has not responded. We are unable to resolve Mr*** issue until we have the opportunity to discuss the matter with him. He may contact Mr*** at his earliest convenience if he still requires assistance with his issue. In the interim, we will consider Mr*** matter closed, pending his response
We apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns
*** ***
Regulatory Complaints Specialist
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI do hope that something is done to make it clearer to Customer Service about handling situations like this
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
I also complained to Ms*** a top executive with SEAR & SEARS technician came to my residence and fix the problem. I am very satisfied with SEARS & thankful to Revdex.com
Sincerely,
*** ***