November 21, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– Cynthia [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. The fact remains that at this time, Ms. [redacted]’s refrigerator does not qualify for a replacement according to the terms of her Master Protection Agreement (MPA.) There are also no provisions under that agreement for a member to receive a refund for the covered item’s purchases price. I offered to setup a service call in our last response wherein we would work with our technical assistance to identify a functional issue if there is one, but Ms. [redacted] has not emailed me. Unfortunately, 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. [redacted]’s case, we do apologize that we failed her expectations, but at this time, we will need to attempt a repair to the refrigerator in accordance with the terms of her MPA if there is a verifiable malfunction present and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com Tell us why here...
Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 762 3049 87747
July 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - Peter P. [redacted]
Dear Ms. [redacted],
...
We have completed the investigation of Mr. [redacted]'s complaint regarding his recent online order.
After researching the complaint filed, we found that Mr. [redacted] had previously been in contact with Customer Solutions, Sears' escalated complaint department. Customer Solutions processed a refund of $104.33 back to Mr. [redacted]'s account ending in 4250 on July 10, 2015. Additionally as a gesture of goodwill, Customer Solutions issued $50.00 in Shop Your Way Reward points. We apologize again for any inconvenience Mr. [redacted] may have experienced and hope that he will allow us another opportunity to provide him with a better example of customer service. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think that it took to long to resolve this problem thet took over a month to resolve this issue every customer service reps where very abusive verbaly non careing this is not a way to handle a lost merchandise I had to contact ups my self several times because sears would not I was being told that it was not there problem that it was mine they should be asame on how they treat there customer ive been a customer for over thirty years
August 23, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. M[redacted]...
complaint regarding her tire rotation warranty. A check for $144.36 was issued to Ms. M[redacted] home address as of August 22, 2017. We apologize to Ms. M[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 SpecialistSears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/07/06) */
July 6, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]-[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding the...
radial saw he purchased recently.
[redacted] Store Manager, provided the following response:
Mr. [redacted] purchased the saw at a reduced price due to its condition. However, when we sold Mr. [redacted] the saw, we were not aware that there was any safety issue present. It is not our policy to sell any product that can present a possible safety issue to our customers. We have contacted Mr. [redacted] and offered to provide him with a full refund, which he accepted. Should Mr. [redacted] have any further questions or concerns, I ([redacted]) may be reached during normal business hours at (XXX) XXX-XXXX.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I except the refund, I believe they need to be more aware of selling items that have safety issues. I will no longer shop there but good luck to them.
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10957584 – Frances [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s rebuttal regarding her dissatisfaction with the multiple repair attempts on her refrigerator.We have received Ms. [redacted]’s rebuttal and would like to note that her refrigerator has been approved for replacement as the part needed for repair is no longer available. Ms. [redacted] has been approved $1,000.00 to use towards the exchange of her refrigerator. That being said, because we have provided Ms. [redacted] with her requested resolution, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and due to the fact that I have received a refund I am agreeable to the closing of this case. I will say that I have completely lost all trust for the Sears/Kmart company, as I was not ever contacted by them regarding the my order or complaint, but was shuffled to different departments every time I called; none of whom were able to assist me. The refund came only by my insistence on canceling my order and refunding my money. The refund was only given in full once I insisted they reimburse me FULL, as the first refund was only partial. I asked to cancel the order and then reorder the same item and was informed that I would have to pay more for the same item as the price had changed! That’s ridiculous! I will never again shop from this company and I highly recommend that anyone wanting an item carried by Sears/Kmart, shop elsewhere!
Sincerely,
Adrienne T[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I was waiting to accept to see if the refund had been processed and finally I have received my refund. Thank you so much for your help!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept this resolution but would like to reidorate that I did not call to have a technician come out and diagnose a problem with my water softener. I called to have it cleaned. It was the cleaning services that I was given a quote of $95 and that cleaning service was never performed by the technician. Hopefully Sears will not continue to lead customers to believe they are paying for a cleaning service on water softeners when in fact they do not perform this service. That is intentional misleading in the customer service department.
Sincerely,
Alexis [redacted]
September 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Phyllis S. V[redacted] Dear [redacted] We have completed the investigation of Ms. V[redacted] complaint regarding her dissatisfaction with the...
delayed completion of her dishwasher repair request It is unfortunate that we failed Ms. V[redacted] expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review. As a result of this action, we revealed that on July 24, 2017, our Authorized Service Provider evaluated Ms. V[redacted] dishwasher and determined that the failure she experienced was due to accidental damage, which is not covered by Ms. V[redacted] Protection Agreement. She was informed that any repair completed would be at her expense and her Protection Agreement would be reinstated to the full terms afterward. If Ms. V[redacted] has any questions about her Protection Agreement she may contact Sears Protection Agreement Benefits Administration, at [redacted] for assistance. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted Ms. V[redacted] comments and provided services appropriate to the terms of the Protection Agreement she purchased for her dishwasher. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
December 30, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11004347 – Elizabeth * Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her online orders and her request...
for a full refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. After researching her orders, we found that she had previously been in contact with Sears Online Solutions. According to the notes in her order, a refund was processed on December 28, 2015, under return receipt number [redacted]. The credit should post to the account Ms. [redacted] used at the time of purchase within 3 to 5 business days. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We hope that in the future she will allow us another opportunity to provide her with a better example of customer service. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her dryer repair. It is...
unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dryer. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint on January 18, 2017, we contacted the local service unit to monitor her service call that was scheduled that day to ensure that it ran without issue. Our records show that the technician was able to get the dryer running, but ordered a control board to ensure a lasting resolution. The technician returned on January 25, 2017, to complete the repair; he installed the previously ordered part. While we understand that Ms. [redacted] has requested a replacement, at this time, she does not qualify under the terms of her Master Protection Agreement (MPA). Per the terms of her MPA, a covered product will be considered for a replacement if there have been “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 Agreement. Product failure will be determined by us. Product 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 recall. Your request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” Within the last year, Ms. [redacted] dryer has had two qualifying repairs. With that said, since we have completed the repair to her dryer and explained why a replacement is currently not an option, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 15, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the quality of the lawn mower...
and that his request to return or exchange the product has been denied.
Upon receipt of Mr. [redacted] complaint we researched and were unable to locate any service records that the lawn mower was serviced by Sears or an authorized contractor. We contacted Mr. [redacted] and he confirmed that he purchased the mower on July 9, 2016. He stated that he took the mower to Sears on September 15, 2016 because it had a problem and his request for an exchange or return was denied. As clarification, Sears has a 30 day hassle-free return period; with no exceptions. After the 30 day return period expires, the lawn mower is covered by the manufacturer’s limited warranty for parts and labor.
Mr. [redacted] stated that since the repair was going to take a few weeks, he was told by the store associate that he could purchase another mower to use while his other mower was in for repair. Our records indicate that Mr. [redacted] purchased another mower on September 15, 2016 and he returned it for refund on September 26, 2016. However, there are no records that the initial mower was repaired and Mr. [redacted] was unable to provide a copy of the service receipt dated September 2016. Mr. [redacted] also stated that the unit failed again in February 2017 and he had it serviced by a local service provider which he paid out of pocket. We advised Mr. [redacted] that having the unit service by a non-authorized provider may have voided his warranty. We explained that the manufacturer’s 2-year warranty is for service; not a refund. We provided Mr. [redacted] the phone number and address for an authorized service center is his area. We informed him that the warranty requires that we repair the mower. However, we assured Mr. [redacted] that if the lawn mower is deemed non repairable by our technician, it will be exchanged with the same or a comparable model from Sears. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Business Response /* (1000, 5, 2015/04/13) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
April 13,...
2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator.
Upon receiving [redacted] complaint, we escalated her concerns to our regional routing office who called [redacted] She was offered sooner service on Tuesday, April 14, 2015 to which she accepted. We apologize for any inconveniences that [redacted]may have experienced due to availability for service and are glad that we were able to accommodate with a bit sooner service. That being said, because [redacted]is currently scheduled for service on April 14, 2015, we respectfully request this complaint be closed.
We apologize to [redacted]and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
February 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her kmart.com layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she placed a layaway order on kmart.com. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that a refund of $90.01 was issued to Ms. [redacted] account on July 19, 2016, after our grace period lapsed and the order was cancelled for non-payment. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced while seeking assistance with this issue. 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. [redacted] comments and the appropriate 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, [redacted] Regulatory Complaint Specialist [redacted]
October 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– David L. S[redacted] Dear [redacted] We have completed the investigation of Mr. S[redacted] complaint regarding...
his refrigerator repair. As Mr. S[redacted] noted, we were performing the service in question for ** as an authorized provider. Unfortunately, it seems that the compressor was on back order and we have no control over the availability of parts. In the case, the supplier was ** and if anyone could have expedited the matter, it would have been [redacted] any issues regarding charges for service or dissatisfaction with the repair provided should be tendered to ** as the obligor of Mr. S[redacted] warranty. That said, we have issued a refund check for the $71.20 diagnosis fee Mr. S[redacted] was assessed as a courtesy. This check should arrive within 10-12 business days. Any further concerns regarding the warranty ands or service for this item should be directed to ** as we cannot assist further; therefore, we have closed our file. In closure, we apologize to Mr. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response. It grossly reeks of corporate babble to smooth over a Revdex.com complaint. It is probably a structured response that wasn't edited well enough i.e.- "his complaint has caused her to lose faith in Sears."
The response does a masterful job of glossing over the numerous issues and still getting verbiage in about how good their service can be. I'm completely unimpressed by their response. For starters, the original delivery of the NON-WORKING appliance was not acknowledged or addressed. They obviously have zero knowledge of the details. This is blatantly obvious as the first admission of failure states that the missed delivery was from the original purchase. IT WAS NOT. The first missed delivery was to replace the original NON-WORKING appliance. Then the second missed delivery commitment was two days after that. And the most significant missed delivery was to deliver customer service in order to resolve their total lack of accountability. I asked on multiple occasions to speak to a manager, to get someone to call me that could affect change. I finally got a call from a case manager in Austin. She had my diatribe of events and contact points, but obviously the person who wrote this Revdex.com response can't be bothered to read it.
What isn't in the response, and is quite hilarious, is that they made 3 more calls to deliver another appliance after I finally received my working one. I begged them to stop calling me, because the expert level of idiocy was laughable.
So, in closing, their response has been accepted out of pure apathy for anything Sears. I turned down any type of compensation, because that won't return my wasted hours. I only wanted what I paid for, nothing more. This entire ordeal was taxing at the very least.
As for them forwarding my "concerns" to management, my experience proves that they are detached from any customer interaction or holding their reports accountable to elevate issues.
From this point on, I will pay more to make my purchases from another company.
August 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] Bradley [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted]'s complaint regarding his Samsung dishwasher.
Although we were not able...
to speak to Mr. [redacted] directly we were did speak to Mr. [redacted], Mr. [redacted]'s spouse. After reviewing the service history and discussing the issue with Mr. [redacted] we authorized a replacement of the Samsung dishwasher. The exchange was processed on August 14, 2015 and it will be ready for the installer to pick up at the warehouse on August 20, 2015. Mr. [redacted] has my direct contact information if they are in need of further assistance in the meantime since it was our understanding that this resolution met with Mr. [redacted] and Mr. [redacted]'s approval, we have closed our file.
We apologize to Mr. [redacted] and Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Vanessa [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Vanessa.[redacted]@searshc.com
September 19, 2017 [redacted] Better Busin[redacted] Bureau 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. V[redacted] complaint regarding his recent online order...
experience and request for a refund or replacement. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab 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 Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears 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 Mr. V[redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. V[redacted] case, the order was fulfilled by [redacted]com located at [redacted] Lincoln NE 68508, Email: help@[redacted]com and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. V[redacted] 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, pop-up texts, and links to third party sites. We 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 site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN 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 policies. If 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 the order, we found that the seller had been in contact with Mr. V[redacted] and mailed a replacement pump which was delivered on September 2, 2017. If this is incorrect or if Mr. V[redacted] has any further questions, he may contact us via email at [redacted]searshc.com. In the interim, we have noted Mr. V[redacted] concerns and have closed our file. We appreciate the opportunity to addr[redacted] this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
The response by Sears seems well though out and reasonable. However, the underlying issue is: Why was Sears customer service unable to provide any information - or take the initiative to obtain the information? Why did Sears corporate, contacted as requested on thee Revdex.com web site prior to filing a complaint, fail to respond? The response is OK. Sears' RESPONSIVENESS is certainly unacceptable.
Sincerely,
[redacted]
December 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint...
regarding her refrigerator. According to our records, Ms. [redacted] was provided with a replacement as of November 21, 2016. Although it seems that there was an issue with the handle, the replacement part has been sent to her in order to resolve that matter as well. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [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]
November 21, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– Cynthia [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s rebuttal. We have reviewed both our response and Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. The fact remains that at this time, Ms. [redacted]’s refrigerator does not qualify for a replacement according to the terms of her Master Protection Agreement (MPA.) There are also no provisions under that agreement for a member to receive a refund for the covered item’s purchases price. I offered to setup a service call in our last response wherein we would work with our technical assistance to identify a functional issue if there is one, but Ms. [redacted] has not emailed me. Unfortunately, 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. [redacted]’s case, we do apologize that we failed her expectations, but at this time, we will need to attempt a repair to the refrigerator in accordance with the terms of her MPA if there is a verifiable malfunction present and our decision is final. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com Tell us why here...
Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: Eligia [redacted]
Contact Phone: 800 762 3049 87747
July 21, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - Peter P. [redacted]
Dear Ms. [redacted],
...
We have completed the investigation of Mr. [redacted]'s complaint regarding his recent online order.
After researching the complaint filed, we found that Mr. [redacted] had previously been in contact with Customer Solutions, Sears' escalated complaint department. Customer Solutions processed a refund of $104.33 back to Mr. [redacted]'s account ending in 4250 on July 10, 2015. Additionally as a gesture of goodwill, Customer Solutions issued $50.00 in Shop Your Way Reward points. We apologize again for any inconvenience Mr. [redacted] may have experienced and hope that he will allow us another opportunity to provide him with a better example of customer service. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think that it took to long to resolve this problem thet took over a month to resolve this issue every customer service reps where very abusive verbaly non careing this is not a way to handle a lost merchandise I had to contact ups my self several times because sears would not I was being told that it was not there problem that it was mine they should be asame on how they treat there customer ive been a customer for over thirty years
August 23, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. M[redacted]...
complaint regarding her tire rotation warranty. A check for $144.36 was issued to Ms. M[redacted] home address as of August 22, 2017. We apologize to Ms. M[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 SpecialistSears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/07/06) */
July 6, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]-[redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding the...
radial saw he purchased recently.
[redacted] Store Manager, provided the following response:
Mr. [redacted] purchased the saw at a reduced price due to its condition. However, when we sold Mr. [redacted] the saw, we were not aware that there was any safety issue present. It is not our policy to sell any product that can present a possible safety issue to our customers. We have contacted Mr. [redacted] and offered to provide him with a full refund, which he accepted. Should Mr. [redacted] have any further questions or concerns, I ([redacted]) may be reached during normal business hours at (XXX) XXX-XXXX.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I except the refund, I believe they need to be more aware of selling items that have safety issues. I will no longer shop there but good luck to them.
December 14, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: #10957584 – Frances [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s rebuttal regarding her dissatisfaction with the multiple repair attempts on her refrigerator.We have received Ms. [redacted]’s rebuttal and would like to note that her refrigerator has been approved for replacement as the part needed for repair is no longer available. Ms. [redacted] has been approved $1,000.00 to use towards the exchange of her refrigerator. That being said, because we have provided Ms. [redacted] with her requested resolution, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Erica [redacted]Regulatory Complaints Specialist[redacted]Erica.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and due to the fact that I have received a refund I am agreeable to the closing of this case. I will say that I have completely lost all trust for the Sears/Kmart company, as I was not ever contacted by them regarding the my order or complaint, but was shuffled to different departments every time I called; none of whom were able to assist me. The refund came only by my insistence on canceling my order and refunding my money. The refund was only given in full once I insisted they reimburse me FULL, as the first refund was only partial. I asked to cancel the order and then reorder the same item and was informed that I would have to pay more for the same item as the price had changed! That’s ridiculous! I will never again shop from this company and I highly recommend that anyone wanting an item carried by Sears/Kmart, shop elsewhere!
Sincerely,
Adrienne T[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I was waiting to accept to see if the refund had been processed and finally I have received my refund. Thank you so much for your help!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept this resolution but would like to reidorate that I did not call to have a technician come out and diagnose a problem with my water softener. I called to have it cleaned. It was the cleaning services that I was given a quote of $95 and that cleaning service was never performed by the technician. Hopefully Sears will not continue to lead customers to believe they are paying for a cleaning service on water softeners when in fact they do not perform this service. That is intentional misleading in the customer service department.
Sincerely,
Alexis [redacted]
September 28, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Phyllis S. V[redacted] Dear [redacted] We have completed the investigation of Ms. V[redacted] complaint regarding her dissatisfaction with the...
delayed completion of her dishwasher repair request It is unfortunate that we failed Ms. V[redacted] expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review. As a result of this action, we revealed that on July 24, 2017, our Authorized Service Provider evaluated Ms. V[redacted] dishwasher and determined that the failure she experienced was due to accidental damage, which is not covered by Ms. V[redacted] Protection Agreement. She was informed that any repair completed would be at her expense and her Protection Agreement would be reinstated to the full terms afterward. If Ms. V[redacted] has any questions about her Protection Agreement she may contact Sears Protection Agreement Benefits Administration, at [redacted] for assistance. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We respectfully ask to have this matter closed since we have noted Ms. V[redacted] comments and provided services appropriate to the terms of the Protection Agreement she purchased for her dishwasher. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]
December 30, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11004347 – Elizabeth * Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her online orders and her request...
for a full refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced. After researching her orders, we found that she had previously been in contact with Sears Online Solutions. According to the notes in her order, a refund was processed on December 28, 2015, under return receipt number [redacted]. The credit should post to the account Ms. [redacted] used at the time of purchase within 3 to 5 business days. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We hope that in the future she will allow us another opportunity to provide her with a better example of customer service. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her dryer repair. It is...
unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her dryer. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted] Upon receiving Ms. [redacted] complaint on January 18, 2017, we contacted the local service unit to monitor her service call that was scheduled that day to ensure that it ran without issue. Our records show that the technician was able to get the dryer running, but ordered a control board to ensure a lasting resolution. The technician returned on January 25, 2017, to complete the repair; he installed the previously ordered part. While we understand that Ms. [redacted] has requested a replacement, at this time, she does not qualify under the terms of her Master Protection Agreement (MPA). Per the terms of her MPA, a covered product will be considered for a replacement if there have been “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 Agreement. Product failure will be determined by us. Product 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 recall. Your request for replacement of a Covered Product must occur within sixty (60) days from its fourth (4th) product failure…” Within the last year, Ms. [redacted] dryer has had two qualifying repairs. With that said, since we have completed the repair to her dryer and explained why a replacement is currently not an option, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
May 15, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the quality of the lawn mower...
and that his request to return or exchange the product has been denied.
Upon receipt of Mr. [redacted] complaint we researched and were unable to locate any service records that the lawn mower was serviced by Sears or an authorized contractor. We contacted Mr. [redacted] and he confirmed that he purchased the mower on July 9, 2016. He stated that he took the mower to Sears on September 15, 2016 because it had a problem and his request for an exchange or return was denied. As clarification, Sears has a 30 day hassle-free return period; with no exceptions. After the 30 day return period expires, the lawn mower is covered by the manufacturer’s limited warranty for parts and labor.
Mr. [redacted] stated that since the repair was going to take a few weeks, he was told by the store associate that he could purchase another mower to use while his other mower was in for repair. Our records indicate that Mr. [redacted] purchased another mower on September 15, 2016 and he returned it for refund on September 26, 2016. However, there are no records that the initial mower was repaired and Mr. [redacted] was unable to provide a copy of the service receipt dated September 2016. Mr. [redacted] also stated that the unit failed again in February 2017 and he had it serviced by a local service provider which he paid out of pocket. We advised Mr. [redacted] that having the unit service by a non-authorized provider may have voided his warranty. We explained that the manufacturer’s 2-year warranty is for service; not a refund. We provided Mr. [redacted] the phone number and address for an authorized service center is his area. We informed him that the warranty requires that we repair the mower. However, we assured Mr. [redacted] that if the lawn mower is deemed non repairable by our technician, it will be exchanged with the same or a comparable model from Sears. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Business Response /* (1000, 5, 2015/04/13) */
Contact Name and Title: [redacted]
Contact Email: [redacted]
April 13,...
2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding the repair of her refrigerator.
Upon receiving [redacted] complaint, we escalated her concerns to our regional routing office who called [redacted] She was offered sooner service on Tuesday, April 14, 2015 to which she accepted. We apologize for any inconveniences that [redacted]may have experienced due to availability for service and are glad that we were able to accommodate with a bit sooner service. That being said, because [redacted]is currently scheduled for service on April 14, 2015, we respectfully request this complaint be closed.
We apologize to [redacted]and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
February 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her kmart.com layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she placed a layaway order on kmart.com. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that a refund of $90.01 was issued to Ms. [redacted] account on July 19, 2016, after our grace period lapsed and the order was cancelled for non-payment. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced while seeking assistance with this issue. 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. [redacted] comments and the appropriate 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, [redacted] Regulatory Complaint Specialist [redacted]
October 19, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– David L. S[redacted] Dear [redacted] We have completed the investigation of Mr. S[redacted] complaint regarding...
his refrigerator repair. As Mr. S[redacted] noted, we were performing the service in question for ** as an authorized provider. Unfortunately, it seems that the compressor was on back order and we have no control over the availability of parts. In the case, the supplier was ** and if anyone could have expedited the matter, it would have been [redacted] any issues regarding charges for service or dissatisfaction with the repair provided should be tendered to ** as the obligor of Mr. S[redacted] warranty. That said, we have issued a refund check for the $71.20 diagnosis fee Mr. S[redacted] was assessed as a courtesy. This check should arrive within 10-12 business days. Any further concerns regarding the warranty ands or service for this item should be directed to ** as we cannot assist further; therefore, we have closed our file. In closure, we apologize to Mr. S[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response. It grossly reeks of corporate babble to smooth over a Revdex.com complaint. It is probably a structured response that wasn't edited well enough i.e.- "his complaint has caused her to lose faith in Sears."
The response does a masterful job of glossing over the numerous issues and still getting verbiage in about how good their service can be. I'm completely unimpressed by their response. For starters, the original delivery of the NON-WORKING appliance was not acknowledged or addressed. They obviously have zero knowledge of the details. This is blatantly obvious as the first admission of failure states that the missed delivery was from the original purchase. IT WAS NOT. The first missed delivery was to replace the original NON-WORKING appliance. Then the second missed delivery commitment was two days after that. And the most significant missed delivery was to deliver customer service in order to resolve their total lack of accountability. I asked on multiple occasions to speak to a manager, to get someone to call me that could affect change. I finally got a call from a case manager in Austin. She had my diatribe of events and contact points, but obviously the person who wrote this Revdex.com response can't be bothered to read it.
What isn't in the response, and is quite hilarious, is that they made 3 more calls to deliver another appliance after I finally received my working one. I begged them to stop calling me, because the expert level of idiocy was laughable.
So, in closing, their response has been accepted out of pure apathy for anything Sears. I turned down any type of compensation, because that won't return my wasted hours. I only wanted what I paid for, nothing more. This entire ordeal was taxing at the very least.
As for them forwarding my "concerns" to management, my experience proves that they are detached from any customer interaction or holding their reports accountable to elevate issues.
From this point on, I will pay more to make my purchases from another company.
August 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 945[redacted] Bradley [redacted]
Dear Ms. [redacted]:
We have completed our investigation of Mr. [redacted]'s complaint regarding his Samsung dishwasher.
Although we were not able...
to speak to Mr. [redacted] directly we were did speak to Mr. [redacted], Mr. [redacted]'s spouse. After reviewing the service history and discussing the issue with Mr. [redacted] we authorized a replacement of the Samsung dishwasher. The exchange was processed on August 14, 2015 and it will be ready for the installer to pick up at the warehouse on August 20, 2015. Mr. [redacted] has my direct contact information if they are in need of further assistance in the meantime since it was our understanding that this resolution met with Mr. [redacted] and Mr. [redacted]'s approval, we have closed our file.
We apologize to Mr. [redacted] and Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Vanessa [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
512-[redacted] direct
Vanessa.[redacted]@searshc.com
September 19, 2017 [redacted] Better Busin[redacted] Bureau 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. V[redacted] complaint regarding his recent online order...
experience and request for a refund or replacement. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab 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 Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears 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 Mr. V[redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. V[redacted] case, the order was fulfilled by [redacted]com located at [redacted] Lincoln NE 68508, Email: help@[redacted]com and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. V[redacted] 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, pop-up texts, and links to third party sites. We 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 site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN 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 policies. If 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 the order, we found that the seller had been in contact with Mr. V[redacted] and mailed a replacement pump which was delivered on September 2, 2017. If this is incorrect or if Mr. V[redacted] has any further questions, he may contact us via email at [redacted]searshc.com. In the interim, we have noted Mr. V[redacted] concerns and have closed our file. We appreciate the opportunity to addr[redacted] this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Revdex.com:
The response by Sears seems well though out and reasonable. However, the underlying issue is: Why was Sears customer service unable to provide any information - or take the initiative to obtain the information? Why did Sears corporate, contacted as requested on thee Revdex.com web site prior to filing a complaint, fail to respond? The response is OK. Sears' RESPONSIVENESS is certainly unacceptable.
Sincerely,
[redacted]
December 12, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint...
regarding her refrigerator. According to our records, Ms. [redacted] was provided with a replacement as of November 21, 2016. Although it seems that there was an issue with the handle, the replacement part has been sent to her in order to resolve that matter as well. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [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]