February 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding her dissatisfaction with our response ot her complaint and her request for further discounts on her sears.com order. As clarification, Ms* *** placed her order for the Hardside 3PC Luggage Set on November 25, 2016, while the item was priced $and advertised as a limited quantity, which is typical for Black Friday sales itemsOur agent replaced her order on January 26, 2017, honored the Black Friday sales price of $99.99, and gave her discounts greater than 15%, which further reduced the luggage set to $before tax. It is also important to mention that during the period our agents attempted to assist Ms* *** with this issue, she received several separate Shop Your Way Rewards (SYWR) points concessions totaling approximately $75.00. Ms* *** used these points to cover the cost of the Blomgerg/Kodiak Hardside 28" Spinner she ordered on January 25, 2017, for a total of $71.99. This means that Sears provided Ms* *** with discounts and points equivalent to over $100.00, or rather, an amount greater than the 15% discount she stated she was offered. Therefore, it could be considered that Sears has provided Ms* *** with either the Hardside 3PC Luggage Set or the Blomgerg/Kodiak Hardside 28" Spinner at no cost, since both order totals were less than the amount of points she received in apology for the failed shipment of her original order. For this reason, we are unable to honor her request for an additional discount, and this decision is final. We have documented Ms*** concerns and 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 *** *** *** ***
July 7, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** Margaret *** Dear Ms***: We have completed the investigation of Ms*** rebuttal We have reviewed both our response and the new information supplied by Ms***, but we do not find that she has brought anything forward that would change our positionAs we noted previously, MsG*** not met the necessary terms as stipulated in her contract (MPA) in order to receive a replacement creditIt appears that Ms*** canceled the repair appointment that was scheduledAs such, she is not allowing us to fulfill the terms of her MPA by providing service and there is nothing further we can doAgain, Ms*** may cancel her MPA if she wishes and she would receive a pro-rated refund, but she would no longer have any coverage for her refrigeratorShould Ms*** reconsider, she may schedule a service call at her convenienceMrG*** agreed to pay the purchase price when he bought the washerWe want to caution him that hisUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms*** case, we do apologize that we failed her expectations, but we cannot assist further if she will not allow us to. 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 ***
May 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding his recent online order and her
non-receipt of the order 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 *** *** located at *** *** *** *** *** ** *** *** *** 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 SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in her order we found that the seller, *** *** had been in direct contact with Ms*** and resolved issue on May 25, In closure, since it is our understanding that this matter has been resolved with Ms*** and the Third Party Marketplace Vendor, 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
Initial Business Response /* (1000, 7, 2015/07/01) */
Contact Name and Title:***
Contact Phone: XXX XXX XXXX XXXXX
July 1,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms
***
We have completed the investigation of Ms***'s complaint regarding her recent online order
It is unfortunate that we failed Ms***'s expectations and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, our records show that Ms*** had been in contact with (ECR) Executive Customer Relations, Sears escalated complaint departmentECR initially processed a refund back in the form of a check since the last form of payment was a debit cardMs*** preferred to be refunded back to the debit card and had the store process the refund insteadTherefore, the ECR department cancelled the refund check and a Team Manager offered a $gift card for any misinformation Ms*** may have received, which she acceptedAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 9, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very happy that my complaint was handled and my concerns were thoroughly addressedI had been a long time customer prior to this and I will remain a customer going forwardHopefully my experience will help Kmart to pin point what went wrong and it won't happen in the futureThe manager offered a gift card to me as a courtesy and I am very appreciative
May 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We have reviewed both our response and Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she is dissatisfied with our offer, it is in accordance with the terms of her contractSince we do not offer a replacement item that is comparable, our obligation would be to provide her with enough money to buy the comparable item and to purchase basic installation serviceAs we noted, we even called a local supplier and verified the costs for a local replacement and this was factored inThe only other option would be to provide her with a refund for her most recent renewal fee, which was her $and this would be final fulfillment of the contractThe contract notes that we are not liable for any consequential or incidental damages except for reimbursement for loss off food if a refrigerator is covered any compensation for damages resulting from the loss of use of the product are excluded as wellWe will have a buyout agreement sent to Ms*** via email so that the proceedings can be started to send her a check for the $we mentioned previouslyAgain, this would fulfill any obligation we would have under the terms of her contract for the pool pumpUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms*** case we do apologize that we failed her expectations, but as our offer is in agreement with the terms of her MPA, 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 ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding repairs
to his garden tractor*** *** has confirmed that he has received all the
needed parts to complete repairs
to his tractorSears Home Services will dispatch a technician to the ***
home on November 6, I have asked *** *** to contact me once the repairs
have been completedAt this time, this letter shall serve as an update to *** *** complaintWe 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,*** *** *** *** *** ***
Also, just to follwith the lengthy message I sent in response to not being satisfied with the findings...Other than being lied to regarding the test drives thay repeatidly took place, and the customer service issues under the previous management at that location, I have taken all " Final invoices " and verified the dates, times, nature of work performed, and amount concluded for each time we took the truck in for repairs From your response, you had stated that the service depthad stated that we had only spent dollars and change at their store By careful recalculation, the amount they stated to you was about dollars shy of the actual amount Their dishonesty is disheartening, to say the least All receipts ( Final invoices only ) show a total of $ spent at their location I just wanted to clarify that with you since it did not reflect in my previous response from earlier this morning Thank you for your time. SINCERELY;*** ***
January 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and non-receipt of a refund for a part she returned to Sears Parts Direct It is unfortunate that we failed Ms*** expectations when she recently returned an order to Sears Parts DirectWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that we issued a refund of $to Ms*** credit account on January 12, 2017. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested refund 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 *** *** *** ***
Complaint:
I am rejecting this response because: None of the statements given by Sears managers are trueMy Nissan has been neglected by Sears which has resulted in major repairs to the engine, mismatch lug nuts, and missing cover grommets
Sincerely,
Reta ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and his request for a refund It is unfortunate that we failed Mr*** expectations as we value his patronageWe 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 found that Sears Online Solutions had processed a full refundAccordingly, a refund of $and $was credited back to Mr*** *** account ending in *** on July 21, This credit should have posted back to his account within to business daysIn 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
February 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jeremy *** - # Dear Ms***: We have completed the investigation of Mr***’s complaint regarding his refrigerator repair
Upon researching Mr***’s complaint, we found that he purchased whole house coverage on November 29, 2016, and he immediately called for service on his refrigerator. Our records show that several repairs were completed; however, on January 27, 2107, it was determined that the unit could not be repaired. In accordance with the terms of Mr***’s agreement, he was authorized $towards a new refrigerator from Sears. If Mr*** does not wish to accept the offer, he has the choice to cancel his agreement. Below are the terms of cancellation, which explain that outside the initial days of purchase, any service costs will be deducted, as well as a processing fee VICANCELLATION You may cancel this Agreement within days of the coverage effective date if a claim has been made, or at any time thereafter, at which time you may be entitled to a refund of unearned contract fees paid based on the short rate schedule less a processing fee of twenty-five dollars ($25) and less the cost of any services performed pursuant to the Agreement, where permitted by lawIf the refund calculation results in you owing us payment for services provided, we may bill you for the lesser of the net amount due to us or the unpaid annual term contract feeWe will bill or charge you any balance owed to us through the same mechanism as any previous installment billings, or we will direct bill you if such a mechanism is not available As clarification, the service contract does not guarantee that the covered product will be repaired; it only provides coverage for as many repairs as needed. Additionally, it empowers us to deem the product unrepairable; at which time a replacement would be authorized in accordance with the terms of the agreement. Since we find that Sears Home Services upheld the terms of Mr***’s service contract, as demonstrated by the multiple repair attempts and ultimately, their determination that the refrigerator could not be repaired; we are unable to honor his request for a full refund of the contract. As this decision is final and commensurate to the circumstances, 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
July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer
We have spoken with Mr*** in regard to this matter and he indicated that the resolution we provided met with his approvalAs such, we respectfully ask that this matter be considered closed 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her oven Store Manager
Dimitri C*** at the Pleasanton location has offered to handle an exchange under the warranty for MsHayesWe apologize for any confusion; these units do not require replacement often and it seems the employees MsHayes spoke with may have either forgotten proper procedure or were unaware to begin withWe will ensure this is addressed All MsH*** needs to do is call or visit the store and ask for DimitriPaul, Juliet or Marie Again, we apologize to MsH*** 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 ***searshc.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 me
Sincerely,
*** *** I did speak to the Sears representative and she gave her contact information. The stove is working now, I did express my concern about the stove being worked on times in two years but we will see if this last repair resolves the issue for now
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 16, *** *** 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
It is unfortunate that we failed Ms*** expectations and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued a refund on May 31, A credit of $was issued to the *** account and $to the Shop Your Way Reward accountFor Ms*** records the refund receipt numbers are *** and *** 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, we have noted Ms*** 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
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed the investigation of Ms*** complaint regarding her refrigerator As clarification, Ms*** has a Master Protection Agreement (MPA) that only entitles her to a replacement under very specific terms It stipulates: “We have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable productWe will determine and authorize the replacement amount, but you will select your replacement product from a Sears or Sears affiliated store or in some cases replacement will be arranged through the manufacturerYou will have up to ninety (90) days from the date of authorization to complete the replacement processThe Non-Repairable Covered Product must be returned in order to receive your replacement productAny coverage remaining under the term of this Agreement will be transferred to the new replacement productReplacement products may be new or refurbished to meet the manufacturer’s specifications of the original productIf you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverageThere may be additional replacement benefits and limitations depending on your type of Protection PlanPlease refer to the section of this Agreement that is applicable to your type of PlanNO LEMON GUARANTEE In accordance with the foregoing provisions, at your request we will also replace the Covered Product under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”)To secure authorization, call *** prior to the expiration of the Fourth Failure Time PeriodFOOD LOSS REIMBURSEMENT FOR REFRIGERATORS AND FREEZERS Within any continuous twelve (12) month period during the Term of this Agreement we will reimburse you for any food spoilage that is the result of a mechanical failure of the Covered ProductThe mechanical failure must be verified by usYou must file your claim within fourteen (14) days from the date the loss was verifiedDollar amount of reimbursement varies depending on your type of Protection Plan, Please refer to the section of this Agreement that is applicable to your type of planFOOD LOSSThe reimbursement for food loss as stated in Section is limited to $To file your claim go online to www.searspabenefits.com.” Ms*** refrigerator was not found to be un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted under the No Lemon GuaranteeIn fact, we only have one functional repair on file within the last consecutive monthsOn the other occasions, our technicians did not find any malfunctions presentIt seems that Ms*** simply chose to purchase a new unit form another source rather than wait for the completion of another repairHowever, even if a replacement were to be provided according to the terms of her MPA, it would be in the form of a credit for a new refrigerator from Sears at our discretionNothing is noted about reimbursement for a purchase made from another retailerWith that said, Ms*** may be entitled to reimbursement for her lost food and as noted above she may visit the listed website file a claimAfter her claim is addressed, should Ms*** wish to cancel the remainder of her coverage, she may do so and a prorated refund will be issued in accordance with the cancelation clause stipulated in the terms of her MPAOur Service Contracts department can process her cancelation and they may be reached during business hours at *** ***In light of the aforementioned information, 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 ***
January 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear *** *** We have completed our investigation of Mr*** complaint regarding service on his refrigerator
After reviewing the service history and discussing the issue with Mr*** we authorized him for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA)He has been provided with the necessary information to select a new refrigerator, and he has my direct contact information in the event that he requires further assistanceAt this time, since it was our understanding that this resolution met with Mr*** approval, we have closed our file We apologize to Mr*** 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 *** *** ***
Business Bureau
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] [redacted]
Dear Ms. V[redacted]
We have been unable to complete the investigation of Mr. T[redacted] complaint regarding his dissatisfaction with the customer service he received when he requested technical support for his out of warranty refrigerator.
We made attempts to contact Mr. T[redacted] via email and also left voicemails with our contact information. Since he has not responded, we are unable to resolve Mr. T[redacted] issue until we have the opportunity to discuss the matter with him. He may contact me at ([redacted]. In the interim, we will consider this matter closed, pending his response.
We apologize to Mr. T[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Contact Name and Title: MELISSA [redacted]September 21, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: Allan [redacted] - # 94568798Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]'s complaint regarding his refrigerator repair.First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator repair. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr. [redacted]'s complaint to the District Service Manager and Routing Manager for review and we are confident that his concerns will be thoroughly addressed. On September 19, 2015, the technician returned to Mr. [redacted]'s home to install the part that was previously ordered; completing the repair. As a conciliatory gesture for any inconvenience Mr. [redacted] may have experienced, we have submitted a request for a reimbursement check to help compensate Mr. [redacted] for the ice he purchased while waiting for the repair to be completed. A check request for $100.00 was submitted on September 21, 2015, and should be received by Mr. [redacted] within the next two weeks. Additionally, we have purchased a six-month Master Protection Agreement (MPA) for Mr. [redacted]'s refrigerator; the coverage will begin on September 25, 2015, upon the expiration of the manufacturer's warranty. In summary, since we have completed the repair to Mr. [redacted]'s refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints Specialist
February 17, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** * *** Dear Ms*** We have completed the investigation of Ms*** rebuttal regarding her dissatisfaction with our response ot her complaint and her request for further discounts on her sears.com order. As clarification, Ms* *** placed her order for the Hardside 3PC Luggage Set on November 25, 2016, while the item was priced $and advertised as a limited quantity, which is typical for Black Friday sales itemsOur agent replaced her order on January 26, 2017, honored the Black Friday sales price of $99.99, and gave her discounts greater than 15%, which further reduced the luggage set to $before tax. It is also important to mention that during the period our agents attempted to assist Ms* *** with this issue, she received several separate Shop Your Way Rewards (SYWR) points concessions totaling approximately $75.00. Ms* *** used these points to cover the cost of the Blomgerg/Kodiak Hardside 28" Spinner she ordered on January 25, 2017, for a total of $71.99. This means that Sears provided Ms* *** with discounts and points equivalent to over $100.00, or rather, an amount greater than the 15% discount she stated she was offered. Therefore, it could be considered that Sears has provided Ms* *** with either the Hardside 3PC Luggage Set or the Blomgerg/Kodiak Hardside 28" Spinner at no cost, since both order totals were less than the amount of points she received in apology for the failed shipment of her original order. For this reason, we are unable to honor her request for an additional discount, and this decision is final. We have documented Ms*** concerns and 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 *** *** *** ***
July 7, 2017 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 Re: *** Margaret *** Dear Ms***: We have completed the investigation of Ms*** rebuttal We have reviewed both our response and the new information supplied by Ms***, but we do not find that she has brought anything forward that would change our positionAs we noted previously, MsG*** not met the necessary terms as stipulated in her contract (MPA) in order to receive a replacement creditIt appears that Ms*** canceled the repair appointment that was scheduledAs such, she is not allowing us to fulfill the terms of her MPA by providing service and there is nothing further we can doAgain, Ms*** may cancel her MPA if she wishes and she would receive a pro-rated refund, but she would no longer have any coverage for her refrigeratorShould Ms*** reconsider, she may schedule a service call at her convenienceMrG*** agreed to pay the purchase price when he bought the washerWe want to caution him that hisUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms*** case, we do apologize that we failed her expectations, but we cannot assist further if she will not allow us to. 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 ***
May 30, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** * *** ** *** Dear *** *** We have completed the investigation of Ms*** complaint regarding his recent online order and her
non-receipt of the order 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 *** *** located at *** *** *** *** *** ** *** *** *** 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 SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in her order we found that the seller, *** *** had been in direct contact with Ms*** and resolved issue on May 25, In closure, since it is our understanding that this matter has been resolved with Ms*** and the Third Party Marketplace Vendor, 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
Initial Business Response /* (1000, 7, 2015/07/01) */
Contact Name and Title:***
Contact Phone: XXX XXX XXXX XXXXX
July 1,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: XXXXXXXX - *** ***
Dear Ms
***
We have completed the investigation of Ms***'s complaint regarding her recent online order
It is unfortunate that we failed Ms***'s expectations and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching this matter, our records show that Ms*** had been in contact with (ECR) Executive Customer Relations, Sears escalated complaint departmentECR initially processed a refund back in the form of a check since the last form of payment was a debit cardMs*** preferred to be refunded back to the debit card and had the store process the refund insteadTherefore, the ECR department cancelled the refund check and a Team Manager offered a $gift card for any misinformation Ms*** may have received, which she acceptedAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, we have noted Ms***'s concerns and respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 9, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very happy that my complaint was handled and my concerns were thoroughly addressedI had been a long time customer prior to this and I will remain a customer going forwardHopefully my experience will help Kmart to pin point what went wrong and it won't happen in the futureThe manager offered a gift card to me as a courtesy and I am very appreciative
May 11, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** *** *** Dear Ms*** We have completed the investigation of Ms*** rebuttal We have reviewed both our response and Ms*** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she is dissatisfied with our offer, it is in accordance with the terms of her contractSince we do not offer a replacement item that is comparable, our obligation would be to provide her with enough money to buy the comparable item and to purchase basic installation serviceAs we noted, we even called a local supplier and verified the costs for a local replacement and this was factored inThe only other option would be to provide her with a refund for her most recent renewal fee, which was her $and this would be final fulfillment of the contractThe contract notes that we are not liable for any consequential or incidental damages except for reimbursement for loss off food if a refrigerator is covered any compensation for damages resulting from the loss of use of the product are excluded as wellWe will have a buyout agreement sent to Ms*** via email so that the proceedings can be started to send her a check for the $we mentioned previouslyAgain, this would fulfill any obligation we would have under the terms of her contract for the pool pumpUnfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Ms*** case we do apologize that we failed her expectations, but as our offer is in agreement with the terms of her MPA, 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 ***
*** ***RevDex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding repairs
to his garden tractor*** *** has confirmed that he has received all the
needed parts to complete repairs
to his tractorSears Home Services will dispatch a technician to the ***
home on November 6, I have asked *** *** to contact me once the repairs
have been completedAt this time, this letter shall serve as an update to *** *** complaintWe 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,*** *** *** *** *** ***
Also, just to follwith the lengthy message I sent in response to not being satisfied with the findings...Other than being lied to regarding the test drives thay repeatidly took place, and the customer service issues under the previous management at that location, I have taken all " Final invoices " and verified the dates, times, nature of work performed, and amount concluded for each time we took the truck in for repairs From your response, you had stated that the service depthad stated that we had only spent dollars and change at their store By careful recalculation, the amount they stated to you was about dollars shy of the actual amount Their dishonesty is disheartening, to say the least All receipts ( Final invoices only ) show a total of $ spent at their location I just wanted to clarify that with you since it did not reflect in my previous response from earlier this morning Thank you for your time. SINCERELY;*** ***
January 12, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her dissatisfaction with our
customer service and non-receipt of a refund for a part she returned to Sears Parts Direct It is unfortunate that we failed Ms*** expectations when she recently returned an order to Sears Parts DirectWe value her patronage and can understand her frustration with the events detailed in her letterHer concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, our records indicate that we issued a refund of $to Ms*** credit account on January 12, 2017. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms*** comments and the requested refund 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 *** *** *** ***
Complaint:
I am rejecting this response because: None of the statements given by Sears managers are trueMy Nissan has been neglected by Sears which has resulted in major repairs to the engine, mismatch lug nuts, and missing cover grommets
Sincerely,
Reta ***
August 3, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** ** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his recent online order
experience and his request for a refund It is unfortunate that we failed Mr*** expectations as we value his patronageWe 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 found that Sears Online Solutions had processed a full refundAccordingly, a refund of $and $was credited back to Mr*** *** account ending in *** on July 21, This credit should have posted back to his account within to business daysIn 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
February 21, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jeremy *** - # Dear Ms***: We have completed the investigation of Mr***’s complaint regarding his refrigerator repair
Upon researching Mr***’s complaint, we found that he purchased whole house coverage on November 29, 2016, and he immediately called for service on his refrigerator. Our records show that several repairs were completed; however, on January 27, 2107, it was determined that the unit could not be repaired. In accordance with the terms of Mr***’s agreement, he was authorized $towards a new refrigerator from Sears. If Mr*** does not wish to accept the offer, he has the choice to cancel his agreement. Below are the terms of cancellation, which explain that outside the initial days of purchase, any service costs will be deducted, as well as a processing fee VICANCELLATION You may cancel this Agreement within days of the coverage effective date if a claim has been made, or at any time thereafter, at which time you may be entitled to a refund of unearned contract fees paid based on the short rate schedule less a processing fee of twenty-five dollars ($25) and less the cost of any services performed pursuant to the Agreement, where permitted by lawIf the refund calculation results in you owing us payment for services provided, we may bill you for the lesser of the net amount due to us or the unpaid annual term contract feeWe will bill or charge you any balance owed to us through the same mechanism as any previous installment billings, or we will direct bill you if such a mechanism is not available As clarification, the service contract does not guarantee that the covered product will be repaired; it only provides coverage for as many repairs as needed. Additionally, it empowers us to deem the product unrepairable; at which time a replacement would be authorized in accordance with the terms of the agreement. Since we find that Sears Home Services upheld the terms of Mr***’s service contract, as demonstrated by the multiple repair attempts and ultimately, their determination that the refrigerator could not be repaired; we are unable to honor his request for a full refund of the contract. As this decision is final and commensurate to the circumstances, 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
July 13, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: #*** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his washer
We have spoken with Mr*** in regard to this matter and he indicated that the resolution we provided met with his approvalAs such, we respectfully ask that this matter be considered closed 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, *** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***
July 18, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her oven Store Manager
Dimitri C*** at the Pleasanton location has offered to handle an exchange under the warranty for MsHayesWe apologize for any confusion; these units do not require replacement often and it seems the employees MsHayes spoke with may have either forgotten proper procedure or were unaware to begin withWe will ensure this is addressed All MsH*** needs to do is call or visit the store and ask for DimitriPaul, Juliet or Marie Again, we apologize to MsH*** 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 ***searshc.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 me
Sincerely,
*** *** I did speak to the Sears representative and she gave her contact information. The stove is working now, I did express my concern about the stove being worked on times in two years but we will see if this last repair resolves the issue for now
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 16, *** *** 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
It is unfortunate that we failed Ms*** expectations and can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter reviewing the notes in the order, we found that Sears Online issued a refund on May 31, A credit of $was issued to the *** account and $to the Shop Your Way Reward accountFor Ms*** records the refund receipt numbers are *** and *** 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, we have noted Ms*** 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
June 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have
completed the investigation of Ms*** complaint regarding her refrigerator As clarification, Ms*** has a Master Protection Agreement (MPA) that only entitles her to a replacement under very specific terms It stipulates: “We have the sole right to determine whether a Covered Product will be repaired or replacedIf we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable productWe will determine and authorize the replacement amount, but you will select your replacement product from a Sears or Sears affiliated store or in some cases replacement will be arranged through the manufacturerYou will have up to ninety (90) days from the date of authorization to complete the replacement processThe Non-Repairable Covered Product must be returned in order to receive your replacement productAny coverage remaining under the term of this Agreement will be transferred to the new replacement productReplacement products may be new or refurbished to meet the manufacturer’s specifications of the original productIf you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the total price you paid for your current coverageThere may be additional replacement benefits and limitations depending on your type of Protection PlanPlease refer to the section of this Agreement that is applicable to your type of PlanNO LEMON GUARANTEE In accordance with the foregoing provisions, at your request we will also replace the Covered Product under this MPA in the event of four (4) or more separate product failures due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”)To secure authorization, call *** prior to the expiration of the Fourth Failure Time PeriodFOOD LOSS REIMBURSEMENT FOR REFRIGERATORS AND FREEZERS Within any continuous twelve (12) month period during the Term of this Agreement we will reimburse you for any food spoilage that is the result of a mechanical failure of the Covered ProductThe mechanical failure must be verified by usYou must file your claim within fourteen (14) days from the date the loss was verifiedDollar amount of reimbursement varies depending on your type of Protection Plan, Please refer to the section of this Agreement that is applicable to your type of planFOOD LOSSThe reimbursement for food loss as stated in Section is limited to $To file your claim go online to www.searspabenefits.com.” Ms*** refrigerator was not found to be un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted under the No Lemon GuaranteeIn fact, we only have one functional repair on file within the last consecutive monthsOn the other occasions, our technicians did not find any malfunctions presentIt seems that Ms*** simply chose to purchase a new unit form another source rather than wait for the completion of another repairHowever, even if a replacement were to be provided according to the terms of her MPA, it would be in the form of a credit for a new refrigerator from Sears at our discretionNothing is noted about reimbursement for a purchase made from another retailerWith that said, Ms*** may be entitled to reimbursement for her lost food and as noted above she may visit the listed website file a claimAfter her claim is addressed, should Ms*** wish to cancel the remainder of her coverage, she may do so and a prorated refund will be issued in accordance with the cancelation clause stipulated in the terms of her MPAOur Service Contracts department can process her cancelation and they may be reached during business hours at *** ***In light of the aforementioned information, 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 ***
January 28, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: * *** * *** *** Dear *** *** We have completed our investigation of Mr*** complaint regarding service on his refrigerator
After reviewing the service history and discussing the issue with Mr*** we authorized him for a replacement of the refrigerator under the terms of her Master Protection Agreement (MPA)He has been provided with the necessary information to select a new refrigerator, and he has my direct contact information in the event that he requires further assistanceAt this time, since it was our understanding that this resolution met with Mr*** approval, we have closed our file We apologize to Mr*** 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 *** *** ***
July 19, 2017
[redacted] Better...
Business Bureau
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] [redacted]
Dear Ms. V[redacted]
We have been unable to complete the investigation of Mr. T[redacted] complaint regarding his dissatisfaction with the customer service he received when he requested technical support for his out of warranty refrigerator.
We made attempts to contact Mr. T[redacted] via email and also left voicemails with our contact information. Since he has not responded, we are unable to resolve Mr. T[redacted] issue until we have the opportunity to discuss the matter with him. He may contact me at ([redacted]. In the interim, we will consider this matter closed, pending his response.
We apologize to Mr. T[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Contact Name and Title: MELISSA [redacted]September 21, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: Allan [redacted] - # 94568798Dear Ms. [redacted]:We have completed the investigation of Mr. [redacted]'s complaint regarding his refrigerator repair.First, we would...
like to apologize to Mr. [redacted] for failing his expectations in regard to his refrigerator repair. Additionally, we would like to assure Mr. [redacted] that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service network. Accordingly, we forwarded Mr. [redacted]'s complaint to the District Service Manager and Routing Manager for review and we are confident that his concerns will be thoroughly addressed. On September 19, 2015, the technician returned to Mr. [redacted]'s home to install the part that was previously ordered; completing the repair. As a conciliatory gesture for any inconvenience Mr. [redacted] may have experienced, we have submitted a request for a reimbursement check to help compensate Mr. [redacted] for the ice he purchased while waiting for the repair to be completed. A check request for $100.00 was submitted on September 21, 2015, and should be received by Mr. [redacted] within the next two weeks. Additionally, we have purchased a six-month Master Protection Agreement (MPA) for Mr. [redacted]'s refrigerator; the coverage will begin on September 25, 2015, upon the expiration of the manufacturer's warranty. In summary, since we have completed the repair to Mr. [redacted]'s refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed.Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.Sincerely,Melissa [redacted]Regulatory Complaints Specialist