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
Complaint: [redacted]
I am rejecting this response because: I was there the whole time the technician took apart and looked at the circuit board. I thought it was odd that he never ran any tests on it to see if it needed replacing. The technician was just told by the person he was talking to to charge me for it and install it. They never ran any diagnostic on the circuit board and the technician even told me that he didn't think I needed the circuit board but the other person on the phone said I did. How are the technician and the person they are speaking to not agreeing about how to fix my refrigerator? Why was there no diagnostics run on the circuit board like this one website recommends? I understand this isn't a Sears website but it is a company that sells parts for Sears products. http://[redacted]"For a reliable diagnosis, have a service technician test the electronic control board before you replace it with a manufacturer-approved replacement part."
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,
Lydia J[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Dustin B J[redacted] Dear [redacted] We have completed our investigation of Mr. J[redacted] complaint regarding the service on his refrigerator. We found that Mr. J[redacted]...
refrigerator has an unrepairable sealed system issue and under his manufacture warranty he has a 5 year sealed system warranty. We informed Mr. J[redacted] of this information and he understands that once he makes his selection we will process the replacement in my office. At this time we are waiting for Mr. J[redacted] to make his selection and he has been provided with my direct contact information. Since it was our understanding that this resolution met with Mr. J[redacted] approval, we have closed our file. We apologize to Mr. J[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 L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/05/18) */
Contact Name and Title: [redacted]
May 18, 2015
[redacted]
[redacted]
We have completed the...
investigation of [redacted] complaint regarding her allegation that clothing and linen were damaged by her washer.
In response to [redacted] claim that clothing and linen were damaged by her washer, Sears referred her to our third-party claims administrator,[redacted] has been assigned as [redacted] caseworker and her claim number is[redacted]. If [redacted] has any questions regarding her claim, we ask that she contact [redacted] at [redacted] during normal business hours or via email at [redacted]. Per our protocol, once a consumer has been assigned a claim number through[redacted] they provide an official response representing Sears and they have the empowerment to accept or deny a consumer's claim. At this point, Sears can no longer assist with [redacted] issue, regardless of the decision made; however, as a courtesy, we sent[redacted]an email advising that [redacted] has escalated her complaint to the Revdex.com. On May 18, 2015, [redacted] responded that [redacted] claim was settled and a check for $350.00 was mailed on May 15, 2015. Accordingly, we ask to have this matter closed.
We apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
June 24, 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 the problem she encountered when she attempted to...
return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy, which is listed online and posted in our stores, was changed over one year ago on June 14, 2015. Ms. [redacted] mentioned that she purchased the shoes online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the shoes on May 2, 2016, and then attempted to return them on June 18, 2016, she was clearly over the 30-day “hassle-free” return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted]’s request
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]
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11777562 – Willie [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with...
the multiple repair attempts on his air compressor.
We have reviewed Mr. [redacted]’s service history and can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Mr. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Mr. [redacted]’s air compressor was purchased on 12/19/13 and is currently covered under a Master Protection Agreement (MPA). Under the terms of the MPA, the unit can be replaced if the costs of the repair are uneconomical, if the parts needed for repair are no longer available, or if the unit has had 4 functional failures within a calendar year. In Mr. [redacted]’s case, he has had repair on 7/18/16 where the pump assembly was repaired as well as 10/06/16 where several parts were replaced. Repair was scheduled for 10/20/16 but was cancelled as Mr. [redacted] refused repair. Unfortunately, the air compressor is not eligible for a replacement as it does not qualify under one of the above mentioned reasons. That being said, Mr. [redacted] will need to continue with repair under the terms of its MPA. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
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.
Complaint: [redacted]
I am rejecting this response because the shipping charge for the tent is almost equal to the tent price itself so I will really not be getting a refund. I want to return them to a Sears store and they can ship it to their vendor like other Sears items.Also, I had contacted Sears and the vendor several times between august and October last year but sears never confirmed they are going to take the return and always asked me to contact the vendor and the vendor never picked up my call. I have never been able to talk to the vendor company.
Sincerely,
[redacted]
September 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Judy V[redacted] Dear [redacted] We have completed the investigation of Ms. V[redacted] complaint regarding her ring. First of all, we want to note that our jewelry is periodically and randomly tested to ensure that there are no quality issues. That said, the item number Ms. V[redacted] provided corresponds with a 10k white gold band with a ½ carat princess cut diamond ring. 10k gold is not 100% gold; it is comprised of approximately 41.7% gold, and 48.3% other alloys, which was understood at the time of purchase. While we do not know the basis for the jeweler’s claims that the ring is not gold, perhaps it is due to the staining on her finger that Ms. V[redacted] mentioned. This could be attributed to tarnishing. While gold itself does not tarnish, the alloy metals in 10k gold can tarnish, particularly when exposed to chlorine, salt water, soap, lotion, perspiration, and other chemicals. Moreover, jewelers can test jewelry using a magnet as a proxy, which is not a reliable method for testing for gold. The most accurate method to test for gold is a metal fire assay test, which destroys the jewelry via fire. We do not know the method the pawn shops used to test the ring, but they likely did not test it via a reliable method. We would also like to also note that it is never beneficial for a jeweler and or pawn shop owner to concede the full value of something they are examining if they have the possible motive of buying that item from the consumer. We have spoken with the company that was in charge of the liquidation of the store in question and none of the employees recall making the statement Ms. V[redacted] claims they did in regard to the ring being stamped with an identifier showing it was not 10k. Our rings are stamped with either 10k, 14k, 18k, or 925 for sterling silver. This ring would have had 10k stamped inside of the shank. Lastly, our return policy for jewelry is very clear; the consumer has 30 days to return the item for a refund or exchange if dissatisfied and for fine jewelry, the tag must be attached. As Ms. V[redacted] noted, her purchase was made more than 30 days before she requested her refund. When she attempted to make her return, we correctly told her it was not possible. Additionally, Ms. V[redacted] service plan would only apply if the item were broken, but even if that were the case, which it is not, a refund would not be an option. We are unable to grant Ms. V[redacted] request for a refund due to the aforementioned reasons; therefore, we have closed our file. We apologize to Ms. V[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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I didn't receive a description with the earrings that stated resin, I was suppose to be purchasing 10k earrings and that is not what I got. Your sales people need to explain what is actually being purchased I guess the price was the answer that it wasn't what is was advertised as. I have purchased jewelry from Sears before and never ran into an issue sometimes we just have to accept that a product is detective.
Sincerely,
[redacted]
December 17, 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 dissatisfaction with our...
customer service and the cancellation of her layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently used Kmart layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. In case Ms. [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for up to twelve weeks from the date the account is opened. Our layaway terms are posted within our stores, on our receipts, and on our website. A payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened. It may also be important to note that the aforementioned layaway information provided to our customers explains that there is a 7 day “grace period”, in which a payment can be made to halt the cancellation process. Ms. [redacted] attempt to make a payment exceeded the grace period and her layaway was cancelled by our system. Cancellation due to non-payment is an automatic process controlled by our layaway system and it cannot be suspended or reversed by our store associates. For this reason, Ms. [redacted] must return to the store or visit our website to reselect the items and open a new layaway. At this time, we can only reiterate that we regret any inconvenience Ms. [redacted] may have experienced and assure her that her concerns have been documented for management to review. We hope that in the future she will allow us an opportunity to provide her with a more satisfying 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 confirmed that the proper layaway process was followed. 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]
November 11, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Lonnie C[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction with the service availability in...
her area and the quality of the service provided on her refrigerator.
We apologize for the delay in our response. It is unfortunate that we failed Ms. C[redacted] expectations when she recently scheduled a refrigerator repair. We value Ms. C[redacted] patronage, but can understand her frustration that we could not provide service for her refrigerator within a timely manner. We would like to apologize for the inconvenience and disappointment that Ms. C[redacted] may have experienced. We want to assure Ms. C[redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
On October 2, 2017 we contacted Ms. C[redacted] and offered to assist with scheduling service for her refrigerator. Ms. C[redacted] stated that she had already replaced the refrigerator. We advised that without the refrigerator, we could no longer assist her. Ms. C[redacted] reiterated her disappointment and did not need any further assistance. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[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,
William [redacted]
September 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Stephanie [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her inability to cease...
receiving promotional emails from one of Sears Holdings Corporation’s companies or loyalty programs. As clarification, we do have different promotional emails for many of our businesses, including sears.com, kmart.com, and craftsman.com, and while all of those emails have unsubscribe links, those apply just to the emails sent by that specific business. To make matters more confusing, we also have emails that are generated by our Shop Your Way Reward (SYWR) program. We also want to stress that after a request to unsubscribe has been submitted, it can take up to 10 days before the email address has been completely purged from all of our systems. While it does not usually take that many days, that is how many we are allowed to take if necessary. In Ms. [redacted] case, we found that the only business sending her emails as of June 7, 2016, was our basic Sears promotional division. We show that Ms. [redacted] entered a “global” opt out on September 3, 2016, which loaded into our system on September 4th. A global opt out, will opt a consumer out of all of our promotional emails for all of our businesses, but they will still be able to receive transactional emails. For instance if they choose to receive a receipt emailed to them, or they are having a repair done and request to have updates on the status sent via email. We show the last promotional emails that we sent to Ms. [redacted] were from September 4th and 5th, which is under the 10 days from the time she unsubscribed on September 3rd. After this, she should not have received any further promotional emails and should not receive any in the future. If she does receive any, she is welcome to forward the email to me at Dana.[redacted]@searshc.com, so that I can get this over to our email team to investigate further. In the interim, since we have confirmed that Ms. [redacted] email address is in our system as a “do not promote” for emails, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Dial [redacted] Dana.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it and hope that they do improve their customer communications in the future.
The monetary compensation will be adequate.
Thank you for your time and efforts put forth on my behalf.
Best regards,
Joe
April 12, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #12037960– Eric [redacted] Dear Ms. [redacted]: In the interest of resolving Mr. [redacted]’s issue, we have added $23.00 worth of points to his account. We have also...
addressed the issue of Mr. [redacted] receiving incorrect information from one of our chat representative with the parties in question in an effort to prevent further such occurrences. Again, we want to make sure that Mr. [redacted] understands that he will need to review the terms and conditions of his SYWR membership as well as any promotion to make sure his purchase qualifies before proceeding as we cannot continue to make such exceptions. Since we have granted Mr. Foix’s request this time, 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, Tammie S[redacted] Regulatory Complaint Specialist [redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the apology. I just hope something is put into place where the technician or manager will call the customer if they are not able to complete the service that day.
June 28, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the charges he paid for parts for an in-home...
service call through Sears Home Services.We apologize for any confusion, but Sears stores and Sears PartsDirect are different businesses than Sears Home Services. Sears Home Services does not have a price-matching policy. We do sell parts through Sears PartsDirect that are for other technicians or for do-it-yourselfers. Those parts are essentially a whole-sale purchase, as the part does not come with any retail packaging or instructions. The buyer then takes on any liability in installing the part so if they damage the part and render it non-returnable, they would be out the cost of the part. This is especially important in any electronic parts as they can be damaged if someone does not know what they are doing. Our in-home repair business also orders parts from Sears and other providers and pays this whole sale cost. We then figure in our mark-up and this takes into account the risks involved in potentially damaging them. If a Sears technician damages the part while installing it, then Sears Home Services bears the responsibility and not the consumer. Our prices are determined not only on the risk factors, but on warehousing, whether we source a part locally or have it shipped emergency at extra cost, and other applicable charges. All of this is figured in and then we charge just one price to all consumers for that part. Mr. K[redacted] was presented with at estimate that included the price of the parts and he agreed to those charges; as such he is not entitled to any refund. However, as a gesture of good-will our customer support department kindly offered a 20% discount. If Mr. K[redacted] would like to reconsider and accept, we would be willing to take this discount off his total bill (both parts and labor) which would result in a refund of $220.29. He is welcome to call me at [redacted] or email me at [redacted] so that we can process the refund back to his [redacted] ending in [redacted] We will need him to provide the full account number at that time since it is no longer viewable in our system due to the time that has elapsed. In the interim, since we have explained that we do not advertise a price-matching policy nor do we have one for our Sears Home Services business, we have closed our file.We apologize to Mr. K[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]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
May 12, 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 cancelled layaway. It is unfortunate that we failed Ms. [redacted] expectations when she recently used Sears layaway. We value Ms. [redacted] 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. As a result of this action, we revealed that there was a problem with the gift cards Ms. [redacted] used to complete her purchase. Our store manager addressed this issue and reimbursed Ms. [redacted] for her bank fee(s) related to our check. At this time, we can only apologize for any inconvenience she may have experienced. We respectfully ask to have this matter closed, since we have noted Ms. [redacted] comments. 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]
Contact Name and Title: MELISSA [redacted]
October 6, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Arquesha [redacted] - # 94571731
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] complaint regarding Sears...
Carpet/Upholstery and damage to her sofa.
First, we would like to apologize to Ms. [redacted] for failing her expectations when she contracted with Sears Carpet/Upholstery to clean her sofa. After receiving Ms. [redacted] complaint, we contacted Customer Service Manager Josie [redacted] for assistance. Ms. [redacted] was able to resolve the issue by providing a $1,500.00 down payment check to an upholsterer hired to restore Ms. [redacted] sofa. A second check was sent to Ms. [redacted] made payable to her and the upholsterer to be used for final payment once the work has been completed. Since is it our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist
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
Complaint: [redacted]
I am rejecting this response because: I was there the whole time the technician took apart and looked at the circuit board. I thought it was odd that he never ran any tests on it to see if it needed replacing. The technician was just told by the person he was talking to to charge me for it and install it. They never ran any diagnostic on the circuit board and the technician even told me that he didn't think I needed the circuit board but the other person on the phone said I did. How are the technician and the person they are speaking to not agreeing about how to fix my refrigerator? Why was there no diagnostics run on the circuit board like this one website recommends? I understand this isn't a Sears website but it is a company that sells parts for Sears products. http://[redacted]"For a reliable diagnosis, have a service technician test the electronic control board before you replace it with a manufacturer-approved replacement part."
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,
Lydia J[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Dustin B J[redacted] Dear [redacted] We have completed our investigation of Mr. J[redacted] complaint regarding the service on his refrigerator. We found that Mr. J[redacted]...
refrigerator has an unrepairable sealed system issue and under his manufacture warranty he has a 5 year sealed system warranty. We informed Mr. J[redacted] of this information and he understands that once he makes his selection we will process the replacement in my office. At this time we are waiting for Mr. J[redacted] to make his selection and he has been provided with my direct contact information. Since it was our understanding that this resolution met with Mr. J[redacted] approval, we have closed our file. We apologize to Mr. J[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 L. S[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 5, 2015/05/18) */
Contact Name and Title: [redacted]
May 18, 2015
[redacted]
[redacted]
We have completed the...
investigation of [redacted] complaint regarding her allegation that clothing and linen were damaged by her washer.
In response to [redacted] claim that clothing and linen were damaged by her washer, Sears referred her to our third-party claims administrator,[redacted] has been assigned as [redacted] caseworker and her claim number is[redacted]. If [redacted] has any questions regarding her claim, we ask that she contact [redacted] at [redacted] during normal business hours or via email at [redacted]. Per our protocol, once a consumer has been assigned a claim number through[redacted] they provide an official response representing Sears and they have the empowerment to accept or deny a consumer's claim. At this point, Sears can no longer assist with [redacted] issue, regardless of the decision made; however, as a courtesy, we sent[redacted]an email advising that [redacted] has escalated her complaint to the Revdex.com. On May 18, 2015, [redacted] responded that [redacted] claim was settled and a check for $350.00 was mailed on May 15, 2015. Accordingly, we ask to have this matter closed.
We apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
June 24, 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 the problem she encountered when she attempted to...
return her purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy, which is listed online and posted in our stores, was changed over one year ago on June 14, 2015. Ms. [redacted] mentioned that she purchased the shoes online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the shoes on May 2, 2016, and then attempted to return them on June 18, 2016, she was clearly over the 30-day “hassle-free” return period.
Regrettably, we had to institute and enforce policies of this nature since we had some unscrupulous consumers who would buy merchandise to use for a one-time occasion, and then return it. We would also note that most retail stores set parameters on the time frame that merchandise can be returned since it can always be difficult to sell items well past the season they were offered and Sears is no different. If we made an exception for Ms. [redacted], then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted]’s request
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]
October 26, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11777562 – Willie [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with...
the multiple repair attempts on his air compressor.
We have reviewed Mr. [redacted]’s service history and can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has a situation like Mr. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that Mr. [redacted]’s air compressor was purchased on 12/19/13 and is currently covered under a Master Protection Agreement (MPA). Under the terms of the MPA, the unit can be replaced if the costs of the repair are uneconomical, if the parts needed for repair are no longer available, or if the unit has had 4 functional failures within a calendar year. In Mr. [redacted]’s case, he has had repair on 7/18/16 where the pump assembly was repaired as well as 10/06/16 where several parts were replaced. Repair was scheduled for 10/20/16 but was cancelled as Mr. [redacted] refused repair. Unfortunately, the air compressor is not eligible for a replacement as it does not qualify under one of the above mentioned reasons. That being said, Mr. [redacted] will need to continue with repair under the terms of its MPA. That being said, because we have addressed Mr. [redacted]’s complaint, we respectfully request this complaint be closed.
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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
Complaint: [redacted]
I am rejecting this response because the shipping charge for the tent is almost equal to the tent price itself so I will really not be getting a refund. I want to return them to a Sears store and they can ship it to their vendor like other Sears items.Also, I had contacted Sears and the vendor several times between august and October last year but sears never confirmed they are going to take the return and always asked me to contact the vendor and the vendor never picked up my call. I have never been able to talk to the vendor company.
Sincerely,
[redacted]
September 27, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] Judy V[redacted] Dear [redacted] We have completed the investigation of Ms. V[redacted] complaint regarding her ring. First of all, we want to note that our jewelry is periodically and randomly tested to ensure that there are no quality issues. That said, the item number Ms. V[redacted] provided corresponds with a 10k white gold band with a ½ carat princess cut diamond ring. 10k gold is not 100% gold; it is comprised of approximately 41.7% gold, and 48.3% other alloys, which was understood at the time of purchase. While we do not know the basis for the jeweler’s claims that the ring is not gold, perhaps it is due to the staining on her finger that Ms. V[redacted] mentioned. This could be attributed to tarnishing. While gold itself does not tarnish, the alloy metals in 10k gold can tarnish, particularly when exposed to chlorine, salt water, soap, lotion, perspiration, and other chemicals. Moreover, jewelers can test jewelry using a magnet as a proxy, which is not a reliable method for testing for gold. The most accurate method to test for gold is a metal fire assay test, which destroys the jewelry via fire. We do not know the method the pawn shops used to test the ring, but they likely did not test it via a reliable method. We would also like to also note that it is never beneficial for a jeweler and or pawn shop owner to concede the full value of something they are examining if they have the possible motive of buying that item from the consumer. We have spoken with the company that was in charge of the liquidation of the store in question and none of the employees recall making the statement Ms. V[redacted] claims they did in regard to the ring being stamped with an identifier showing it was not 10k. Our rings are stamped with either 10k, 14k, 18k, or 925 for sterling silver. This ring would have had 10k stamped inside of the shank. Lastly, our return policy for jewelry is very clear; the consumer has 30 days to return the item for a refund or exchange if dissatisfied and for fine jewelry, the tag must be attached. As Ms. V[redacted] noted, her purchase was made more than 30 days before she requested her refund. When she attempted to make her return, we correctly told her it was not possible. Additionally, Ms. V[redacted] service plan would only apply if the item were broken, but even if that were the case, which it is not, a refund would not be an option. We are unable to grant Ms. V[redacted] request for a refund due to the aforementioned reasons; therefore, we have closed our file. We apologize to Ms. V[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] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because: I didn't receive a description with the earrings that stated resin, I was suppose to be purchasing 10k earrings and that is not what I got. Your sales people need to explain what is actually being purchased I guess the price was the answer that it wasn't what is was advertised as. I have purchased jewelry from Sears before and never ran into an issue sometimes we just have to accept that a product is detective.
Sincerely,
[redacted]
December 17, 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 dissatisfaction with our...
customer service and the cancellation of her layaway order. It is unfortunate that we failed Ms. [redacted] expectations when she recently used Kmart layaway. We value her patronage and can understand her frustration with the events detailed in her complaint. In case Ms. [redacted] is not already aware, our layaway service allows customers to make payments every two weeks, for up to twelve weeks from the date the account is opened. Our layaway terms are posted within our stores, on our receipts, and on our website. A payment schedule indicating the dates that payments are required in order to satisfy the account balance and continue to hold the selected item(s) is provided to our customers with each layaway account that is opened. It may also be important to note that the aforementioned layaway information provided to our customers explains that there is a 7 day “grace period”, in which a payment can be made to halt the cancellation process. Ms. [redacted] attempt to make a payment exceeded the grace period and her layaway was cancelled by our system. Cancellation due to non-payment is an automatic process controlled by our layaway system and it cannot be suspended or reversed by our store associates. For this reason, Ms. [redacted] must return to the store or visit our website to reselect the items and open a new layaway. At this time, we can only reiterate that we regret any inconvenience Ms. [redacted] may have experienced and assure her that her concerns have been documented for management to review. We hope that in the future she will allow us an opportunity to provide her with a more satisfying 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 confirmed that the proper layaway process was followed. 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]
November 11, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Lonnie C[redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding her dissatisfaction with the service availability in...
her area and the quality of the service provided on her refrigerator.
We apologize for the delay in our response. It is unfortunate that we failed Ms. C[redacted] expectations when she recently scheduled a refrigerator repair. We value Ms. C[redacted] patronage, but can understand her frustration that we could not provide service for her refrigerator within a timely manner. We would like to apologize for the inconvenience and disappointment that Ms. C[redacted] may have experienced. We want to assure Ms. C[redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
On October 2, 2017 we contacted Ms. C[redacted] and offered to assist with scheduling service for her refrigerator. Ms. C[redacted] stated that she had already replaced the refrigerator. We advised that without the refrigerator, we could no longer assist her. Ms. C[redacted] reiterated her disappointment and did not need any further assistance. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. C[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[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,
William [redacted]
September 30, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Stephanie [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her inability to cease...
receiving promotional emails from one of Sears Holdings Corporation’s companies or loyalty programs. As clarification, we do have different promotional emails for many of our businesses, including sears.com, kmart.com, and craftsman.com, and while all of those emails have unsubscribe links, those apply just to the emails sent by that specific business. To make matters more confusing, we also have emails that are generated by our Shop Your Way Reward (SYWR) program. We also want to stress that after a request to unsubscribe has been submitted, it can take up to 10 days before the email address has been completely purged from all of our systems. While it does not usually take that many days, that is how many we are allowed to take if necessary. In Ms. [redacted] case, we found that the only business sending her emails as of June 7, 2016, was our basic Sears promotional division. We show that Ms. [redacted] entered a “global” opt out on September 3, 2016, which loaded into our system on September 4th. A global opt out, will opt a consumer out of all of our promotional emails for all of our businesses, but they will still be able to receive transactional emails. For instance if they choose to receive a receipt emailed to them, or they are having a repair done and request to have updates on the status sent via email. We show the last promotional emails that we sent to Ms. [redacted] were from September 4th and 5th, which is under the 10 days from the time she unsubscribed on September 3rd. After this, she should not have received any further promotional emails and should not receive any in the future. If she does receive any, she is welcome to forward the email to me at Dana.[redacted]@searshc.com, so that I can get this over to our email team to investigate further. In the interim, since we have confirmed that Ms. [redacted] email address is in our system as a “do not promote” for emails, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Dial [redacted] Dana.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it and hope that they do improve their customer communications in the future.
The monetary compensation will be adequate.
Thank you for your time and efforts put forth on my behalf.
Best regards,
Joe
April 12, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #12037960– Eric [redacted] Dear Ms. [redacted]: In the interest of resolving Mr. [redacted]’s issue, we have added $23.00 worth of points to his account. We have also...
addressed the issue of Mr. [redacted] receiving incorrect information from one of our chat representative with the parties in question in an effort to prevent further such occurrences. Again, we want to make sure that Mr. [redacted] understands that he will need to review the terms and conditions of his SYWR membership as well as any promotion to make sure his purchase qualifies before proceeding as we cannot continue to make such exceptions. Since we have granted Mr. Foix’s request this time, 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, Tammie S[redacted] Regulatory Complaint Specialist [redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the apology. I just hope something is put into place where the technician or manager will call the customer if they are not able to complete the service that day.
June 28, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the charges he paid for parts for an in-home...
service call through Sears Home Services.We apologize for any confusion, but Sears stores and Sears PartsDirect are different businesses than Sears Home Services. Sears Home Services does not have a price-matching policy. We do sell parts through Sears PartsDirect that are for other technicians or for do-it-yourselfers. Those parts are essentially a whole-sale purchase, as the part does not come with any retail packaging or instructions. The buyer then takes on any liability in installing the part so if they damage the part and render it non-returnable, they would be out the cost of the part. This is especially important in any electronic parts as they can be damaged if someone does not know what they are doing. Our in-home repair business also orders parts from Sears and other providers and pays this whole sale cost. We then figure in our mark-up and this takes into account the risks involved in potentially damaging them. If a Sears technician damages the part while installing it, then Sears Home Services bears the responsibility and not the consumer. Our prices are determined not only on the risk factors, but on warehousing, whether we source a part locally or have it shipped emergency at extra cost, and other applicable charges. All of this is figured in and then we charge just one price to all consumers for that part. Mr. K[redacted] was presented with at estimate that included the price of the parts and he agreed to those charges; as such he is not entitled to any refund. However, as a gesture of good-will our customer support department kindly offered a 20% discount. If Mr. K[redacted] would like to reconsider and accept, we would be willing to take this discount off his total bill (both parts and labor) which would result in a refund of $220.29. He is welcome to call me at [redacted] or email me at [redacted] so that we can process the refund back to his [redacted] ending in [redacted] We will need him to provide the full account number at that time since it is no longer viewable in our system due to the time that has elapsed. In the interim, since we have explained that we do not advertise a price-matching policy nor do we have one for our Sears Home Services business, we have closed our file.We apologize to Mr. K[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]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
May 12, 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 cancelled layaway. It is unfortunate that we failed Ms. [redacted] expectations when she recently used Sears layaway. We value Ms. [redacted] 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. As a result of this action, we revealed that there was a problem with the gift cards Ms. [redacted] used to complete her purchase. Our store manager addressed this issue and reimbursed Ms. [redacted] for her bank fee(s) related to our check. At this time, we can only apologize for any inconvenience she may have experienced. We respectfully ask to have this matter closed, since we have noted Ms. [redacted] comments. 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]
Contact Name and Title: MELISSA [redacted]
October 6, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: Arquesha [redacted] - # 94571731
Dear Ms. [redacted]:
We have completed our investigation Ms. [redacted] complaint regarding Sears...
Carpet/Upholstery and damage to her sofa.
First, we would like to apologize to Ms. [redacted] for failing her expectations when she contracted with Sears Carpet/Upholstery to clean her sofa. After receiving Ms. [redacted] complaint, we contacted Customer Service Manager Josie [redacted] for assistance. Ms. [redacted] was able to resolve the issue by providing a $1,500.00 down payment check to an upholsterer hired to restore Ms. [redacted] sofa. A second check was sent to Ms. [redacted] made payable to her and the upholsterer to be used for final payment once the work has been completed. Since is it our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed.
Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
Melissa [redacted]
Regulatory Complaints Specialist