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]
April 23, 2015
[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 recent order.
We appreciate Mr. [redacted] candid...
feedback regarding the return process for our internet orders. We want to assure him that those sentiments were forwarded to the appropriate parties. We have policies in place for returns. However, there are times when an exception may be made depending on the circumstances. We apologize that this was not one of those instances. As a courtesy, Mr. [redacted] was provided with a 10% discount off of his new purchase. While we are not obligated to provide Mr. [redacted] with the reimbursement he is seeking, we have issued another $75.00 credit as a final courtesy. In addition with the previous credit, this would equal to almost 25% of the water heater's purchase price. This credit should reflect in 3-5 business days. What Mr. [redacted] had asked for is almost a full refund while still being allowed to keep the merchandise. We do not find this to be affair request and it will not be granted. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We sincerely 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]
Complaint: [redacted]
I am rejecting this response because:. Sears made an appointment to exchange faulty Kenmore washing machine on June 29 between the hours of 11am and 1 pm. They never showed up or called. I have been dealing with this issue since the second week of april. It is June 29th. All I ask is refund my money.I am tired of making appointments and NOONE shows up.
Sincerely,
[redacted]
July 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Shari [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the unfinished repair to her washer once it was...
decided not to proceed when other parts/expenses were needed, and her request to receive a refund in full for what she paid. All of our repairs come with a 90 day guarantee and if we find further parts are needed above our originally quote estimate, then the customer always has the right to choose to stop the repair process and not have further repairs done. When this happens, the last technician at the home is supposed to uninstall any previous parts and then provide the customer with a CWO form showing the amount of a refund they will receive on the pre-paid amount once all the paperwork is received and processed in our billing department. The service call is then closed out as a “declined estimate” as the further estimate for repairs was declined. This would mean that the only amount withheld from the refund would be our minimum trip/diagnostic fee that every customer is advised is non-refundable and is due if a consumer declines our “in-home” estimate. In Ms. [redacted]’s case, it does not appear that her technician closed out the order correctly nor did he uninstall the switch that originally was supposed to repair the problem. By the time she was finally offered a refund of all the fees above the non-refundable $59.00 trip fee, it does not look like Ms. [redacted] accepted it as she thought she was entitled to a refund for all monies. While it is not an entitlement, we can certainly understand why she would have found it frustrating at that point, and we would be willing to refund her in full as a courtesy. To do this we will need her to provide the first 12 digits of her 16 digit Visa account number ending in 1094. With that we can search our database to ensure no refunds were processed yet, and then issue her a refund in full for $431.70. The only problem with this is that I am out of the office this week on vacation. I will be returning on August 8th, and if Ms. [redacted] could call me then at [redacted] or email me at [redacted].[redacted]@searshc.com, I would be able to take the card information and issue the promised refund. In the interim, since we are willing to issue a refund in full, we have closed our file pending Ms. [redacted]’s response and my return to the office. 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. As mentioned above, be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
August 30, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Dear Ms. [redacted]We have completed the investigation of Ms. H[redacted] complaint regarding the washer and dryer set she purchased on April 06, 2017.After reviewing Ms. H[redacted] complaint and our records, we were able to determine that on the day of delivering her purchased washer and dryer set, April 27, 2017, the delivery drivers called customer service to advise that there would be no hook up due to Ms. H[redacted] needing to change out the outlet in her residence. We would like to clarify that we gladly sent out delivery drivers to complete the hook ups within 30 days from the delivery date since we find that it’s more than reasonable time to allow the customer to repair or complete the necessary upgrade in their residence. In Ms. H[redacted] case, it’s been over 4 months since the original delivery took place and unfortunately we are not able to honor her request to have the installation of her purchased appliances completed. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
April 7, 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 receipt of the incorrect dishwasher from sears.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with 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 so that future problems of this nature can be averted. Additionally, our records indicate that Sears Outlet Store assisted with Ms. [redacted] order and the correct dishwasher was delivered to her tenant property on February 27, 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. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Shelley A. A[redacted] Dear [redacted] We have completed the investigation of Ms. A[redacted] complaint regarding her range....
As a courtesy, we have refunded the $114.40 Ms. A[redacted] was charged for the part in question. The part that was a simple plug in version is no longer available from the vendor. The only version that is still available is what she has, which will likely require some rewiring and our technician provided Ms. A[redacted] with an estimate for this when he was there last, but she declined to proceed. Although we try to provide replacement parts for our consumers for as long as possible, it was our understanding that we are not required to maintain parts for any specific period of time. We also want to clarify that Ms. A[redacted] range is approximately 10 years old now and any manufacturer’s warranty she had expired long ago, which means that any repair or replacement costs would be her responsibility. Additionally, our return policy period at that time was 90 days from the date of purchase; therefore, we would not be obligated to grant her request for a replacement. Should Ms. A[redacted] which to schedule a repair appointment that will be carried out during normal business hours and that she will be responsible paying for, I may be reached at the phone number or email address listed below during normal business hours. In light of the aforementioned information, we respectfully ask that this matter be considered closed. In closure, we apologize to Ms. A[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 [redacted] Email: Tammie.[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 have conversed with Ms [redacted] regarding the conditions of the agreement, she has answered any questions that I had regarding their offer, and fully accept it on face value.
Sincerely,
[redacted]
June 27, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return her purchase after the 30-day return period.
We have Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, the copy of the receipt states “Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details.” We contacted Assistant Store Manager [redacted], for store [redacted] and she confirmed that the return policy is posted at every register. Since Ms. [redacted] did not see the posted return policy, she could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. Furthermore, it is not an associate’s responsibility to anticipate questions that a consumer might have. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy.
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms. [redacted] expectations. Ms. [redacted] stated that she might not shop at Sears in the future, which may cause a subsequent loss of sales and we do not take this lightly. While we understand that she was dissatisfied that the store enforced the return policy, the fact remains that she attempted to return/exchange after the 30 day period had expired. As this decision is commensurate to the circumstances, we have closed our file.
Again, 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]
April 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our appointment availability in his area for the...
repair of his tractor. Upon receipt of [redacted] complaint we reached out to [redacted], District Manager for Service Unit [redacted] to assist with [redacted] concerns. Regrettably, there is not a certified technician in [redacted] area to service the tractor. [redacted] reached out to our territory management team and arranged for a technician from a nearby route to service [redacted] tractor. We contacted [redacted] and he accepted service on April 28, 2016. According to the technician’s notes, the tractor repair has been completed. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, 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. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 24, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887120 –
Vivian [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the multiple repairs to her icemaker in her...
refrigerator
and her request to be refunded in full since she never received a long-lasting
repair.After reviewing Ms. [redacted]’s service orders, it
appears that on at least the last one, the technician intended to refund her in
full for the $249.93 that she pre-paid for parts. Unfortunately, the technician
did not close the service call out correctly so it never set the order up to be
refunded once the CWO form was sent in to our billing department. In addition,
any parts that were installed under previous service orders were not removed so
that they could also be refunded. Even if we had removed all parts, we would
also note that under the 90-day guarantee, we would have retained the normally
non-refundable minimum trip/diagnostic fee of $99.00.With that said, since Ms. [redacted] did not receive a
refund for the parts from the last service order due to a technical error, and
since she has waited so long to have this resolved, as a courtesy we are
willing to refund her in full for the charges made on both cards. To that end,
we need the other 12 digits of both card numbers; the Discover card ending in
7811 and the MasterCard ending in 7853. Because so much time has now elapsed,
the full numbers are no longer viewable in our system and we need to verify the
charges and any refunds or disputes on each one. Ms. [redacted] can contact me
via email at Dana.[redacted]@searshc.com or via phone at [redacted] to provide the other 12 digits and she should be
aware that I do not need the expiration date or the 3 digit security code as
these are not needed for research or a refund. In the interim, since we are
willing to refund $270.80 to the MasterCard and $259.44 to the Discover card,
we have closed our file pending Ms. [redacted]’s response.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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
I actually sent the business pictures. This thing is huge. I could not return it. 70 dollars is not adequate for the damage on it
Complaint: 11933911
I am rejecting this response because:
Sincerely,
Jennifer [redacted]
July 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted] - Mary Kay [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with our customer service and...
failure to return the box she sent with her Panasonic VCR/DVD player.
It is unfortunate that we failed Ms. [redacted]'s expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review. As a result of this action, we revealed that our service unit was unable to locate Ms. [redacted]'s box as she requested. As an apology for this issue, we have issued her a Sears gift card in the amount of $50.00. Mrs. [redacted] was notified of this resolution on June 23, 2015, and her gift card is expected to arrive at her home address within fifteen business days from this date. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with 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]'s comments and am equitable resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-[redacted] Ext. 8[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding Sears Garage...
Solutions.
[redacted], Support Specialist from Sears Garage Solutions provided the following response:
After receiving and reviewing [redacted] complaint, it was agreed that Sears Garage Solutions would be refunding [redacted] trip/diagnostic fee of $89.00. We have emailed [redacted] a settlement agreement and once it is signed and returned to our office, we will process the aforementioned $89.00 refund. If [redacted] has any additional concerns, I invite him to contact me directly at [redacted] or via email at [redacted]. Since it is our understanding that [redacted] was satisfied with the aforementioned resolution, we ask that 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.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response however the business did not apologize for all my wasted time and aggravation.
Final Consumer Response /* (2000, 17, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I Accept as long as I receive my refund
Final Business Response /* (4000, 15, 2015/09/17) */
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal regarding Sears Garage Solutions.
[redacted], Support Specialist from Sears Garage Solutions provided the following response:
[redacted] credit in the amount of $89.00 was processed back to his Sears credit card ending in [redacted] If [redacted] has any additional concerns he can contact me at [redacted]. I do apologize to [redacted] for the delay in his credit processing. Since the credit has been processed, we ask that this complaint remain 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.
Sincerely,
[redacted]
No, I did not purchase extended warranty. Also, I do hope I selected the correct company location for Sears aka Sears Roebuck Corp corporate office. The local store and Sears Parts Direct entity have been unable to help.
November 10, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Gerald R[redacted] Dear [redacted]We have completed the investigation of Mr. R[redacted] complaint regarding non receipt of credit on his returned mattress set.After...
reviewing Mr. R[redacted] complaint, we contacted our warehouse to archive Mr. R[redacted] order. Once completed, we were able to determine that when Mr. R[redacted] called customer service to request a pick for his recently purchased mattress set, customer service advised him that there would be a pick up and restock fee. Mr. R[redacted] declined to schedule a pick up. Our records also show that when Mr. R[redacted] went to a local Sears to purchase a new mattress set, an exchange was not processed. Mr. R[redacted] made a new purchase and requested a haul away for the previously delivered mattress set. Because of this, when the haul away was completed, a credit was not issued since under normal circumstances haul away products are sent to a recycling center for scrap. As a onetime courtesy, we issued a credit for the original amount charged of $434.48 back to the original form of payment. We ask Mr. R[redacted] to allow 7-14 business days to post back to his account. Since we have addressed the concerns brought forth in Mr. R[redacted] complaint, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
I spoke with Jennifer today and was able to repurchase the product. dhe had it Shipped To You the Store and even let me ring out right at merchandising. I am very thankful.
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.
Sincerely,
[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.
Sincerely,
Amanda [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Shanese S [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her washer. Our records indicate that...
on August 6, 2016, Ms. [redacted] washer was approved for replacement per the terms and conditions of the Master Protection Agreement (MPA) that covers her washer. Since we have noted the authorization to replace, providing Ms. [redacted] with her desired resolution, we ask that this complaint be 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
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]
April 23, 2015
[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 recent order.
We appreciate Mr. [redacted] candid...
feedback regarding the return process for our internet orders. We want to assure him that those sentiments were forwarded to the appropriate parties. We have policies in place for returns. However, there are times when an exception may be made depending on the circumstances. We apologize that this was not one of those instances. As a courtesy, Mr. [redacted] was provided with a 10% discount off of his new purchase. While we are not obligated to provide Mr. [redacted] with the reimbursement he is seeking, we have issued another $75.00 credit as a final courtesy. In addition with the previous credit, this would equal to almost 25% of the water heater's purchase price. This credit should reflect in 3-5 business days. What Mr. [redacted] had asked for is almost a full refund while still being allowed to keep the merchandise. We do not find this to be affair request and it will not be granted. In light of the aforementioned information, we respectfully ask that this matter be considered closed.
We sincerely 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]
Complaint: [redacted]
I am rejecting this response because:. Sears made an appointment to exchange faulty Kenmore washing machine on June 29 between the hours of 11am and 1 pm. They never showed up or called. I have been dealing with this issue since the second week of april. It is June 29th. All I ask is refund my money.I am tired of making appointments and NOONE shows up.
Sincerely,
[redacted]
July 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Shari [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the unfinished repair to her washer once it was...
decided not to proceed when other parts/expenses were needed, and her request to receive a refund in full for what she paid. All of our repairs come with a 90 day guarantee and if we find further parts are needed above our originally quote estimate, then the customer always has the right to choose to stop the repair process and not have further repairs done. When this happens, the last technician at the home is supposed to uninstall any previous parts and then provide the customer with a CWO form showing the amount of a refund they will receive on the pre-paid amount once all the paperwork is received and processed in our billing department. The service call is then closed out as a “declined estimate” as the further estimate for repairs was declined. This would mean that the only amount withheld from the refund would be our minimum trip/diagnostic fee that every customer is advised is non-refundable and is due if a consumer declines our “in-home” estimate. In Ms. [redacted]’s case, it does not appear that her technician closed out the order correctly nor did he uninstall the switch that originally was supposed to repair the problem. By the time she was finally offered a refund of all the fees above the non-refundable $59.00 trip fee, it does not look like Ms. [redacted] accepted it as she thought she was entitled to a refund for all monies. While it is not an entitlement, we can certainly understand why she would have found it frustrating at that point, and we would be willing to refund her in full as a courtesy. To do this we will need her to provide the first 12 digits of her 16 digit Visa account number ending in 1094. With that we can search our database to ensure no refunds were processed yet, and then issue her a refund in full for $431.70. The only problem with this is that I am out of the office this week on vacation. I will be returning on August 8th, and if Ms. [redacted] could call me then at [redacted] or email me at [redacted].[redacted]@searshc.com, I would be able to take the card information and issue the promised refund. In the interim, since we are willing to issue a refund in full, we have closed our file pending Ms. [redacted]’s response and my return to the office. 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. As mentioned above, be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted].[redacted]@searshc.com
August 30, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Dear Ms. [redacted]We have completed the investigation of Ms. H[redacted] complaint regarding the washer and dryer set she purchased on April 06, 2017.After reviewing Ms. H[redacted] complaint and our records, we were able to determine that on the day of delivering her purchased washer and dryer set, April 27, 2017, the delivery drivers called customer service to advise that there would be no hook up due to Ms. H[redacted] needing to change out the outlet in her residence. We would like to clarify that we gladly sent out delivery drivers to complete the hook ups within 30 days from the delivery date since we find that it’s more than reasonable time to allow the customer to repair or complete the necessary upgrade in their residence. In Ms. H[redacted] case, it’s been over 4 months since the original delivery took place and unfortunately we are not able to honor her request to have the installation of her purchased appliances completed. At this time, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted]imx integrated member experience
April 7, 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 receipt of the incorrect dishwasher from sears.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with 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 so that future problems of this nature can be averted. Additionally, our records indicate that Sears Outlet Store assisted with Ms. [redacted] order and the correct dishwasher was delivered to her tenant property on February 27, 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. [redacted] comments and an equitable resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 16, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Shelley A. A[redacted] Dear [redacted] We have completed the investigation of Ms. A[redacted] complaint regarding her range....
As a courtesy, we have refunded the $114.40 Ms. A[redacted] was charged for the part in question. The part that was a simple plug in version is no longer available from the vendor. The only version that is still available is what she has, which will likely require some rewiring and our technician provided Ms. A[redacted] with an estimate for this when he was there last, but she declined to proceed. Although we try to provide replacement parts for our consumers for as long as possible, it was our understanding that we are not required to maintain parts for any specific period of time. We also want to clarify that Ms. A[redacted] range is approximately 10 years old now and any manufacturer’s warranty she had expired long ago, which means that any repair or replacement costs would be her responsibility. Additionally, our return policy period at that time was 90 days from the date of purchase; therefore, we would not be obligated to grant her request for a replacement. Should Ms. A[redacted] which to schedule a repair appointment that will be carried out during normal business hours and that she will be responsible paying for, I may be reached at the phone number or email address listed below during normal business hours. In light of the aforementioned information, we respectfully ask that this matter be considered closed. In closure, we apologize to Ms. A[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 [redacted] Email: Tammie.[redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
They have addressed the problems and are taking care of it. Thanks
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 have conversed with Ms [redacted] regarding the conditions of the agreement, she has answered any questions that I had regarding their offer, and fully accept it on face value.
Sincerely,
[redacted]
June 27, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. Virghes:
We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding the problem she encountered when she attempted to return her purchase after the 30-day return period.
We have Ms. [redacted] rebuttal, and we do not find that she has brought any new information to her complaint. As previously stated, the copy of the receipt states “Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details.” We contacted Assistant Store Manager [redacted], for store [redacted] and she confirmed that the return policy is posted at every register. Since Ms. [redacted] did not see the posted return policy, she could have followed the instructions on the receipt to review the policy online or simply asked an associate for details. Furthermore, it is not an associate’s responsibility to anticipate questions that a consumer might have. It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy.
We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms. [redacted] expectations. Ms. [redacted] stated that she might not shop at Sears in the future, which may cause a subsequent loss of sales and we do not take this lightly. While we understand that she was dissatisfied that the store enforced the return policy, the fact remains that she attempted to return/exchange after the 30 day period had expired. As this decision is commensurate to the circumstances, we have closed our file.
Again, 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]
April 29, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
[redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with our appointment availability in his area for the...
repair of his tractor. Upon receipt of [redacted] complaint we reached out to [redacted], District Manager for Service Unit [redacted] to assist with [redacted] concerns. Regrettably, there is not a certified technician in [redacted] area to service the tractor. [redacted] reached out to our territory management team and arranged for a technician from a nearby route to service [redacted] tractor. We contacted [redacted] and he accepted service on April 28, 2016. According to the technician’s notes, the tractor repair has been completed. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, 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. Sincerely,
[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 24, 2015Nita [redacted]Revdex.com330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #10887120 –
Vivian [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]’s
complaint regarding the multiple repairs to her icemaker in her...
refrigerator
and her request to be refunded in full since she never received a long-lasting
repair.After reviewing Ms. [redacted]’s service orders, it
appears that on at least the last one, the technician intended to refund her in
full for the $249.93 that she pre-paid for parts. Unfortunately, the technician
did not close the service call out correctly so it never set the order up to be
refunded once the CWO form was sent in to our billing department. In addition,
any parts that were installed under previous service orders were not removed so
that they could also be refunded. Even if we had removed all parts, we would
also note that under the 90-day guarantee, we would have retained the normally
non-refundable minimum trip/diagnostic fee of $99.00.With that said, since Ms. [redacted] did not receive a
refund for the parts from the last service order due to a technical error, and
since she has waited so long to have this resolved, as a courtesy we are
willing to refund her in full for the charges made on both cards. To that end,
we need the other 12 digits of both card numbers; the Discover card ending in
7811 and the MasterCard ending in 7853. Because so much time has now elapsed,
the full numbers are no longer viewable in our system and we need to verify the
charges and any refunds or disputes on each one. Ms. [redacted] can contact me
via email at Dana.[redacted]@searshc.com or via phone at [redacted] to provide the other 12 digits and she should be
aware that I do not need the expiration date or the 3 digit security code as
these are not needed for research or a refund. In the interim, since we are
willing to refund $270.80 to the MasterCard and $259.44 to the Discover card,
we have closed our file pending Ms. [redacted]’s response.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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
I actually sent the business pictures. This thing is huge. I could not return it. 70 dollars is not adequate for the damage on it
Complaint: 11933911
I am rejecting this response because:
Sincerely,
Jennifer [redacted]
July 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted] - Mary Kay [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms. [redacted]'s complaint regarding her dissatisfaction with our customer service and...
failure to return the box she sent with her Panasonic VCR/DVD player.
It is unfortunate that we failed Ms. [redacted]'s expectations when she recently requested a repair from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review. As a result of this action, we revealed that our service unit was unable to locate Ms. [redacted]'s box as she requested. As an apology for this issue, we have issued her a Sears gift card in the amount of $50.00. Mrs. [redacted] was notified of this resolution on June 23, 2015, and her gift card is expected to arrive at her home address within fifteen business days from this date. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. [redacted] will allow us another opportunity to provide her with 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]'s comments and am equitable resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-[redacted] Ext. 8[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding Sears Garage...
Solutions.
[redacted], Support Specialist from Sears Garage Solutions provided the following response:
After receiving and reviewing [redacted] complaint, it was agreed that Sears Garage Solutions would be refunding [redacted] trip/diagnostic fee of $89.00. We have emailed [redacted] a settlement agreement and once it is signed and returned to our office, we will process the aforementioned $89.00 refund. If [redacted] has any additional concerns, I invite him to contact me directly at [redacted] or via email at [redacted]. Since it is our understanding that [redacted] was satisfied with the aforementioned resolution, we ask that 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.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response however the business did not apologize for all my wasted time and aggravation.
Final Consumer Response /* (2000, 17, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I Accept as long as I receive my refund
Final Business Response /* (4000, 15, 2015/09/17) */
[redacted]
[redacted]
We have completed the investigation of [redacted] rebuttal regarding Sears Garage Solutions.
[redacted], Support Specialist from Sears Garage Solutions provided the following response:
[redacted] credit in the amount of $89.00 was processed back to his Sears credit card ending in [redacted] If [redacted] has any additional concerns he can contact me at [redacted]. I do apologize to [redacted] for the delay in his credit processing. Since the credit has been processed, we ask that this complaint remain 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.
Sincerely,
[redacted]
No, I did not purchase extended warranty. Also, I do hope I selected the correct company location for Sears aka Sears Roebuck Corp corporate office. The local store and Sears Parts Direct entity have been unable to help.
November 10, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Gerald R[redacted] Dear [redacted]We have completed the investigation of Mr. R[redacted] complaint regarding non receipt of credit on his returned mattress set.After...
reviewing Mr. R[redacted] complaint, we contacted our warehouse to archive Mr. R[redacted] order. Once completed, we were able to determine that when Mr. R[redacted] called customer service to request a pick for his recently purchased mattress set, customer service advised him that there would be a pick up and restock fee. Mr. R[redacted] declined to schedule a pick up. Our records also show that when Mr. R[redacted] went to a local Sears to purchase a new mattress set, an exchange was not processed. Mr. R[redacted] made a new purchase and requested a haul away for the previously delivered mattress set. Because of this, when the haul away was completed, a credit was not issued since under normal circumstances haul away products are sent to a recycling center for scrap. As a onetime courtesy, we issued a credit for the original amount charged of $434.48 back to the original form of payment. We ask Mr. R[redacted] to allow 7-14 business days to post back to his account. Since we have addressed the concerns brought forth in Mr. R[redacted] complaint, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Ema C[redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: [redacted] imx integrated member experience
I spoke with Jennifer today and was able to repurchase the product. dhe had it Shipped To You the Store and even let me ring out right at merchandising. I am very thankful.
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.
Sincerely,
[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.
Sincerely,
Amanda [redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Shanese S [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Home Services and repairs to her washer. Our records indicate that...
on August 6, 2016, Ms. [redacted] washer was approved for replacement per the terms and conditions of the Master Protection Agreement (MPA) that covers her washer. Since we have noted the authorization to replace, providing Ms. [redacted] with her desired resolution, we ask that this complaint be 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com